Frequently Asked Questions

How do I make a claim?

To make a claim please follow the instructions in your policy booklet. In most cases the best way is to call the claims phone number but you may also write to or email the claims handler. For Buildings and Contents policies and emergency products the claims lines are available 24 hours a day 7 days a week. If you cannot locate your policy booklet or do not have it to hand you can locate the claims phone number on the How to make a claim page of this site or alternatively you can call 0345 122 3019 and the Insurer will locate your policy record and provide the correct contact details.

Do you charge for paying by Direct Debit?

No, we believe in keeping our policies simple and our charging structure transparent, so we do not charge any additional fees for paying by monthly direct debit. The price we charge is the same regardless of how you pay.

Can I view my policy online?

Yes, the policies you hold with us can be viewed by logging into your customer account. In order to view your policies online you may need to register your account. The process is very straightforward and will only take a few minutes. If you have any problems accessing or setting up your account please contact us on 0333 311 0339 (Monday to Friday 9am to 5pm).

My policy is due for renewal soon, what should I do?

We normally post your new policy documents to you around 21 days before your renewal date. You can also view your renewal invitation by logging into your customer account. Please take time to read through these documents carefully, to ensure that they accurately reflect your current circumstances, and that the cover provided by your policy is still suitable and appropriate for your needs. If you do need to make any changes to your policy, please contact us as soon as possible on 0333 311 0339.

How do I contact customer services?

We offer a number of options for you to contact customer services as detailed below: You can email You can call us on 0333 311 0339. Our offices are open Monday to Friday 9am to 5pm.

How do I make a complaint?

In the unlikely event that you have reason to complain it is very important that we direct your complaint to the right person as quickly as possible. Instructions on how to complain are detailed in your policy booklet.You can also call or write to us.