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Home insurance customer support
You can do most things online without knowing your policy number, so you don't have to call us.
Let's look at the details
Here are some of the most common questions people have about their policy.
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An excess is the amount you will pay towards any successful claim you make.
So, if you have an excess of £300, and make a claim for £1,000, you only pay £300 and we pay £700.
The excess that applies to your policy will vary, depending on the level of cover you have selected and the excess amounts you have chosen.
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If you are registered for Internet Banking, you can log on and see you policy number there. Otherwise, you can find it on any letters we have sent you.
It always starts with 3 letters (e.g. HBP123456789).
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We will send you details of your renewal and price before your renewal date. Unless you have asked us not to, your policy will be set to renew each year automatically. You may still need to contact us to pay for your policy.
You can choose not to automatically renew at any time. If you have chosen this, you will need to contact us before your renewal date if you wish to stay covered with us. If you forget to renew or don’t get a new policy, your home will not be insured. -
If you are registered for Internet Banking, you can log on to view your cover details. You can check your policy number, see a summary of your excess, and open your Digital Inbox to view your policy documents.
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We will pay claims where your contents are lost or stolen while you are moving home. We will do this if they are being moved within the United Kingdom by a professional removal firm. They will also be covered while they are being stored by the firm for up to three days.
We may also pay claims for accidental damage, depending on what kind of cover you have.
Contact details
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We’re sorry we’ve let you down.
Get in touch with us on 0345 300 5177, lines are open Monday to Friday 8am to 6pm and Saturday 9am to 1 pm.