Following the Government’s announcement asking everyone to stay at home, we’re making some changes to the way we work to make sure we’re looking after our people and our customers. We’re setting up as many of our colleagues as possible to work from home, but this will take a few days.
In the short-term, we’re only accepting new business online. That means new customers can’t buy insurance over the phone.
Existing customers: Please don’t phone unless it’s absolutely necessary.
We need to prioritise:
- Customers who have an urgent claim, for example your car is undrivable following an accident, you are injured, or your home is uninhabitable.
- Customers who can’t pay now as a result of the Coronavirus pandemic, call us - we want to help you.
If you have questions about your renewal or want to make a change to your policy, you can use our virtual assistant. If your policy is due to renew in the next week and you haven’t opted for auto-renewal, please call us. If you have opted for auto-renewal, please make sure your insurance still meets your needs.
For more information and frequently asked questions about COVID-19, go to our Coronavirus help and support page.
Contact us
Need some help?
More help and support
It's easy to manage your home policy online
Need to make a change to your home policy? You can upload documents, change the name on your policy, add another person to your policy and request documents online.
Uploading a document
Upload any of the following home insurance documents via our online portal:
- Sale and purchase letter
- Power of attorney
- Death certificate
Claims
Ready to make a home claim?
We can help if you have any questions, get a bit stuck or just need some support.
We may already have the answer
If you have any home insurance questions, the answer may be waiting on our FAQs page.
Go to FAQsRenew your home insurance policy
It’s never been easier to renew your policy, check out the options to get started
We’ll send you a letter at least 21 days before your policy is due to end, to confirm if you’re up for automatic renewal.
Renewing online is quick, easy and secure. You’ll need your renewal letter, policy documents and payment method handy - then start by filling out our web form.
Start Web FormIf you'd like to make changes to your policy before renewing or if you wish to opt out of automatic renewal speak to a member of our team, we're here to help.
During the festive season
We're open 8am - 4pm on Christmas Eve and New Year's Eve.
We're closed on Christmas Day, Boxing Day and New Year's Day.
Otherwise it's business as usual.
Give us a call
If you still have a question, we’ll get you in touch with the right person.
- Renewals: 0345 603 3560
- Customer service: 0345 603 3551
- Mon - Fri 8am – 9pm
- Saturday & bank holidays 9am – 5pm
- Sundays 10am – 5pm
Legal advice line: 0345 246 2408
24 hours a day, 365 days a year
Calls may be monitored and recorded. Call charges will vary.
Make a claim
Claims 0345 603 3590
- Mon - Fri 8am – 8pm
- Saturday & bank holidays 9am – 5pm
24 hours emergency: 0345 603 3599
24 hours a day, 365 days a year
Our pick of helpful home insurance questions
If you are unfortunate enough to suffer loss or damage to your property and / or its contents, you should report the incident to us as soon as reasonably possible. To report a claim, please contact us on 0345 603 3590. Lines are open 8am‐8pm Weekdays and 9am‐5pm Saturday and Bank Holidays.
When reporting a claim please ensure that you have the following information to hand:
- Your policy number
- List of items that have been damaged, including the original cost
- A crime or loss reference number (if you have been a victim of theft, vandalism or lost items outside of your home)
- Any other information you think will be helpful
You will receive a renewal invite at least 21 days prior to your renewal date – this will state whether your policy will automatically renew or if you need to call us to renew. If you wish to set up an automatic renewal so that you don't need to worry about becoming uninsured, please call us on 0345 603 3551.
Cover for liability to the public is provided under our contents policy for up to 2,000,000 per incident. This covers all amounts you become legally responsible for as the occupier (but not as the owner) of your home, or a private person as a result of an accident which happens during the period of cover, if someone is injured, falls ill or dies, or if property is lost or damaged anywhere in the world during the period of cover. Please review our policy wording for further details.
More information on Home Insurance
For a small additional cost you can choose to protect your home and its contents against accidental damage. Accidental damage cover is included in our Home Plus policy as standard.
Examples of accidental damage to the building include: drilling into a pipe or cable, damage to a kitchen worktop caused by a hot pan or children drawing on the walls.
Examples of accidental damage to home contents include: damage caused by spilling food or drink on your carpet or accidentally knocking over an ornament.
You can select accidental damage on the premium page of the home insurance quote, in the ‘Additional Cover’ section. Just choose which type of accidental damage cover you require from the dropdown list. Alternatively, you can choose to upgrade to Home Plus where accidental damage cover is included as standard.
Not happy?
Please view our complaints procedure