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Home insurance can be a lot to think about. You’re bound to have questions.

Frequently asked questions

Yes, your correspondence address can be different from your insured address. The easiest way to change your correspondence address is to speak with one of our insurance experts on live chat.

You’ll need to speak to us if you want to make changes to your correspondence address, email address, or telephone number. The easiest way to do this is by speaking with one of our insurance experts on live chat.

Chat with us

The easiest way to change your contact details is to chat with one of our insurance experts (we’re open from Monday to Friday 8am – 8pm, Saturday from 9am – 6pm, and Sunday 9am – 5pm).

View your policy documents

If you need to see the correspondence address, email, and contact numbers associated with your policy, you can log in to your account and review your policy documents.

Home / Something else / Access extra support

Chat with us

To access extra support, you can chat with one of our insurance experts (we’re open from Monday to Friday 8am – 8pm, Saturday from 9am – 6pm, and Sunday 9am – 5pm).

Call us

You can also speak with one of our insurance experts by calling the number below (we’re open from Monday to Friday 9am – 8pm and Saturday from 9am – 1pm).

0330 660 1000

Accessibility

We’re very sorry to hear about your recent bereavement.

If you’ve lost a loved one who had a Homeprotect policy, get in touch with us and we’ll walk you through the process of cancelling or updating the policy.

You may want to let us know about someone that is not financially responsible for your property but who helps you manage your policy. For example, this might be because English is not your first language, or you are not always available to contact us.

You can add them to your policy as an authorised individual so that they can access your policy information and make the same decisions as you can.

Get in touch with us if you’d like to add an authorised individual to your policy. An authorised individual can only be added to a policy by a current policy holder or an existing authorised individual.

A power of attorney is a legal document that lets you (the ‘donor’) appoint one or more people (known as ‘attorneys’) to help you make decisions or to make decisions for you.

You may choose to do this if you have existing health conditions, or your circumstances have changed. Get in touch with us if you’d like to add a power of attorney to your policy.

You can also find out more about setting up a power of attorney through Citizens Advice.

Money worries

If you’re experiencing difficulties paying for your policy, our team are here to help you.

A range of options are available to you, including changing the date that your monthly payments are collected or changing your cover to better suit your financial situation. It’s important you contact us as soon as possible to make sure your home remains protected.

If you miss a monthly payment, we’ll contact you to let you know how to clear your outstanding balance. You can do this ahead of time by making a payment here.

You may be charged a fee if you miss a monthly direct debit payment, so it’s important to get in touch with us as soon as possible if you’re experiencing difficulties paying for your policy.

Depending on your circumstances, we may be able to offer you a one-month payment holiday if you’re experiencing financial difficulties. Get in touch with us to request this.

If you’re experiencing difficulties paying for your policy, our team are here to help you. A range of options are available including changing the date that your monthly payments are collected or changing your cover to better suit your financial situation. It’s important you contact us as soon as possible to make sure your home remains protected.

Policy administration

We’re very sorry to hear about your recent bereavement.

If you’ve lost a loved one who had a Homeprotect policy, get in touch with us and we’ll walk you through the process of cancelling or updating the policy.

You may want to let us know about someone that is not financially responsible for your property but who helps you manage your policy. For example, this might be because English is not your first language, or you are not always available to contact us.

You can add them to your policy as an authorised individual so that they can access your policy information and make the same decisions as you can.

Get in touch with us if you’d like to add an authorised individual to your policy. An authorised individual can only be added to a policy by a current policy holder or an existing authorised individual.

A power of attorney is a legal document that lets you (the ‘donor’) appoint one or more people (known as ‘attorneys’) to help you make decisions or to make decisions for you.

You may choose to do this if you have existing health conditions, or your circumstances have changed. Get in touch with us if you’d like to add a power of attorney to your policy.

You can also find out more about setting up a power of attorney through Citizens Advice.

Home / Manage payments / I’ve missed a payment

Frequently asked questions

If the annual payment for your renewal failed or you opted out of auto-renewal, give us a call to update your payment card or attempt the payment again.

If you’re experiencing difficulties paying for your policy, our team are here to help you.

A range of options are available to you, including changing the date that your monthly payments are collected or changing your cover to better suit your financial situation. It’s important you contact us as soon as possible to make sure your home remains protected.

If you miss a monthly payment, we’ll contact you to let you know how to clear your outstanding balance. You can do this ahead of time by making a payment here.

You may be charged a fee if you miss a monthly direct debit payment, so it’s important to get in touch with us as soon as possible if you’re experiencing difficulties paying for your policy.

Depending on your circumstances, we may be able to offer you a one-month payment holiday if you’re experiencing financial difficulties. Get in touch with us to request this.

If you’re experiencing difficulties paying for your policy, our team are here to help you. A range of options are available including changing the date that your monthly payments are collected or changing your cover to better suit your financial situation. It’s important you contact us as soon as possible to make sure your home remains protected.

Make a payment

If you missed a Direct Debit payment and you pay monthly for your policy, you can clear your outstanding balance below.

call us

If we’ve asked you to get in touch with us or you have concerns about keeping up with your payments, you can speak with one of our insurance experts by calling the number below (we’re open from Monday to Friday 9am – 8pm and Saturday from 9am – 1pm).

0330 660 1000

Home / Update details about my cover or property / Tell you about a renovation

Frequently asked questions

Renovating your home can increase the risk of damage to the structure of your home, so you must let us know before the work starts.

We need to know: The cost of the project. The extent of renovation, e.g. adding an extension etc. Whether you are using registered builders/tradespeople to undertake the work. Whether your builders/tradespeople have liability insurance. Please also let us know whether you have been advised what the property rebuild cost will be once the renovations have completed. You need to be sure that if your home will increase in size that it’s insured for the correct value, in case you need to make a claim.

Renovations will affect your policy by increasing the amount of premium payable. Also additional terms may be added to the policy and/or the level of cover could be reduced, especially if you intend to move out whilst the work is being completed.

Find out more about our renovations insurance.

We can consider cover on your property when it is being renovated but existing customers should let us know before the works start so that we can make a decision on whether we can continue to cover you and whether an additional premium is necessary. In most cases we’re happy to offer cover.

You must inform your insurance provider of changes to your home such as letting a room to lodgers, making structural renovations, installing a burglar alarm or door locks, leaving the house empty for more than 30 consecutive days.

Chat with us

The easiest way to tell us about your renovation is to chat with one of our insurance experts (we’re open from Monday to Friday 8am – 8pm, Saturday from 9am – 6pm, and Sunday 9am – 5pm).

call us

You can also speak with one of our insurance experts by calling the number below (we’re open from Monday to Friday 9am – 8pm and Saturday from 9am – 1pm).

0330 660 1000

Home / Make policy changes / I’m moving house

Frequently asked questions

There are no regulations around how long a homeowner can leave their property unoccupied. However, when it comes to purchasing vacant property insurance with Homeprotect, your home must have been unoccupied for more than 30 days.  

Yes, Homeprotect can amend the current policy to change the address, so that your new property will be insured, with no break in cover.

However, please be aware that the new property may have different risk information such as how close it is to water, whether the building has suffered subsidence in the past etc. Please make sure you have these details handy when you call our team to discuss the change of address. You may need to pay a £25 administration fee.

Yes, please phone our Customer Services team so that we can make the change of address on your policy, to insure your contents at the new property.

However, please be aware that the new property may have different risk information such as how close it is to water, whether the building has suffered subsidence in the past etc. Please make sure you have these details handy when you call our team to discuss the change of address.

call us

If you need to change your insured address, you can speak with one of our insurance experts by calling the number below (we’re open from Monday to Friday 9am – 8pm and Saturday from 9am – 1pm).

0330 660 1000

Looking for an additional policy?

If you’re looking for an additional policy for a separate property, you can get a home insurance quote online in less than 10 minutes*.

Home / Update my renewal / Make changes to my renewal

Frequently asked questions

Please call our Renewals team on 0330 660 1000 to request the policy to be paid by monthly payments. One of the team will explain the process involved.

Your policy is set to automatically renew each year unless you have informed us not to or we have asked you to get in touch. We will send you a renewal reminder each year to confirm this.

If your payment does not go through at the beginning of the new policy year, we will contact you.

You can find your important documents by logging in to your account. If you are not yet a customer but want to look at our policy booklets you can do so on our policy booklets page.

Chat with us

The easiest way to update your renewal is to chat with one of our insurance experts (we’re open from Monday to Friday 8am – 8pm, Saturday from 9am – 6pm, and Sunday 9am – 5pm).

call us

You can also speak with one of our insurance experts by calling the number below (we’re open from Monday to Friday 9am – 8pm and Saturday from 9am – 1pm).

0330 660 1000

Home / Make policy changes / Update my contact details or policy holder information
Home / Update details about my cover or property / The way I use my property has changed

Frequently asked questions

If you get a lodger this may affect your policy as the level of risk increases, so there may be an increase in premium payable and the terms and conditions may change. Please note that we will be unable to offer accidental damage cover if you share your property with lodgers.

Find out more about our cover for cover for live-in landlords with lodgers.

Letting your property out to tenants can affect your policy by a possible change in premium and the terms and conditions are likely to change. We will be unable to offer accidental damage cover if the property is let to tenants.

You will need to call our Customer Services team to tell us about the change in circumstances.

Depending on the circumstances a £25 administration fee may be charged. In some cases, you may be due a refund or you may be asked to pay an additional premium amount.

Please note that some changes can also result in the terms and conditions being changed.

You must inform your insurance provider of changes to your home such as letting a room to lodgers, making structural renovations, installing a burglar alarm or door locks, leaving the house empty for more than 30 consecutive days.

Chat with us

The easiest way to tell us about changes to your property is to chat with one of our insurance experts (we’re open from Monday to Friday 8am – 8pm, Saturday from 9am – 6pm, and Sunday 9am – 5pm).

cover FOR Almost every home

At Homeprotect, we can insure 97% of UK homes*. Find out more about our home insurance cover below.

Home / Update my contact details or policy holder information / Update policy holder information

Frequently asked questions

You may want to let us know about someone that is not financially responsible for your property but who helps you manage your policy. For example, this might be because English is not your first language, or you are not always available to contact us.

You can add them to your policy as an authorised individual so that they can access your policy information and make the same decisions as you can.

Get in touch with us if you’d like to add an authorised individual to your policy. An authorised individual can only be added to a policy by a current policy holder or an existing authorised individual.

A power of attorney is a legal document that lets you (the ‘donor’) appoint one or more people (known as ‘attorneys’) to help you make decisions or to make decisions for you.

You may choose to do this if you have existing health conditions, or your circumstances have changed. Get in touch with us if you’d like to add a power of attorney to your policy.

You can also find out more about setting up a power of attorney through Citizens Advice.

You can do this by entering the details of the joint policyholder when buying the policy online, there will be a question asking if you would like to add any joint policy holders.

Or you can call our customer services team. Before calling please ensure that you have the following details for the additional policyholder: full name date of birth relationship to you occupation and type of business details of any bankruptcies, IVAS CCJS claims history (including liability claims) unspent criminal convictions.

Please contact our Customer Services team to request your name to be changed on your policy. We will require a scanned or posted copy of the proof of name change, such as your marriage certificate.

Chat with us

The easiest way to change policy holder information is to chat with one of our insurance experts (we’re open from Monday to Friday 8am – 8pm, Saturday from 9am – 6pm, and Sunday 9am – 5pm).

View policy holder information

If you need to see the policy holders associated with your policy, you can log in to your account and review your policy documents.

Home / Manage payments / Update payment details or method

Frequently asked questions

Yes, you can make a payment using someone else’s credit card however we will need authorisation from the cardholder to take the payment. This is usually either verbally over the phone or via a third party authorisation form.

If you would like to pay by Direct Debit, please be aware that this means entering into a credit agreement. Homeprotect will set up a credit agreement and will run a credit check initially and if approved they will collect the monthly instalments directly from you. Please note there is a 12% transaction fee applied.

Get in touch with us to request this change to your policy.

Please contact our Customer Services team to request the changes to be made to your payment date and your bank details.

Please contact our Renewals team to pay for the premium in a one-off annual payment.

UPdate payment card

If you pay for your policy via a debit or credit card and want to update your payment details, you can speak with one of our insurance experts via live chat below (we’re open from Monday to Friday 8am – 8pm, Saturday from 9am – 6pm, and Sunday 9am – 5pm).

UPdate direct debit details

If you pay for your policy via Direct Debit and want to update your payment details, you can speak with one of our insurance experts by calling the number below (we’re open from Monday to Friday 9am – 8pm and Saturday from 9am – 1pm).

0330 660 1000

Home / Something else / Access policy documents

Frequently asked questions

Yes, your correspondence address can be different from your insured address. The easiest way to change your correspondence address is to speak with one of our insurance experts on live chat.

We can send your policy documents or booklets in a large print format. Get in touch with us to request this.

Unfortunately, we do not currently offer policy documents or booklets in Braille.

You can find your important documents by logging in to your account. If you are not yet a customer but want to look at our policy booklets you can do so on our policy booklets page.

View your policy documents

Your policy and renewal documents can be found in your online account.

CHAT WITH US

If you’re having trouble accessing your policy documents, you can chat with one of our insurance experts (we’re open from Monday to Friday 8am – 8pm, Saturday from 9am – 6pm, and Sunday 9am – 5pm).

Home / Update my renewal / Renew my policy

Frequently asked questions

If the annual payment for your renewal failed or you opted out of auto-renewal, give us a call to update your payment card or attempt the payment again.

If you miss a monthly payment, we’ll contact you to let you know how to clear your outstanding balance. You can do this ahead of time by making a payment here.

You may be charged a fee if you miss a monthly direct debit payment, so it’s important to get in touch with us as soon as possible if you’re experiencing difficulties paying for your policy.

Your policy is set to automatically renew each year unless you have informed us not to or we have asked you to get in touch. We will send you a renewal reminder each year to confirm this.

If your payment does not go through at the beginning of the new policy year, we will contact you.

You can find your important documents by logging in to your account. If you are not yet a customer but want to look at our policy booklets you can do so on our policy booklets page.

UPDATE AUTO-RENEWAL PREFERENCE

If it’s more than 7 days before your renewal date, you can update your policy to renew automatically by logging in to your account.

Chat with us

You can also chat with one of our insurance experts about renewing your policy (we’re open from Monday to Friday 8am – 8pm, Saturday from 9am – 6pm, and Sunday 9am – 5pm).

Home / Update details about my cover or property / Update buildings or contents cover

Frequently asked questions

Buildings Insurance covers the main structure of your home. If it were to subside, burn down or be damaged or destroyed by extreme weather, your policy covers the costs of rebuilding or repair. It also covers any permanent fixtures in your home like built-in wardrobes, fitted carpets, kitchen surfaces, taps, basins, baths and showers.

Homeprotect Buildings Insurance also covers outbuildings, boundary walls, gates and the cost of temporary alternative accommodation should your home be uninhabitable following a claim.

Contents Insurance insures all the belongings in your home that are not attached to the property. Contents are the items that you would take with you when you move home. This includes: your furniture, rugs, laptop, tablet, entertainment equipment, CDs, DVDs, games, valuables, clothing, personal belongings – even the food in your freezer! You may be asked to specify certain items (such as bikes, electronic gadgets and high risk items) on the policy. You may also be asked to make additional security provisions such as locks or a burglar alarm if you live in an area with a high theft rate.

See our policy booklet or login to see your policy documents for full details and exclusions.  

The value of your contents cover will increase automatically every year due to index linking. This ensures that the policy has enough value to pay out claims on a new for old basis.

However the rebuild value of your property will not increase automatically.

You can add more high-risk items, electronic gadgets or bicycles to your existing contents insurance policy and increase your level of cover for other items by contacting our Customer Services team. Please note that there may be an additional premium amount to be paid.

Chat with us

The easiest way to update your buildings or contents cover is to chat with one of our insurance experts (we’re open from Monday to Friday 8am – 8pm, Saturday from 9am – 6pm, and Sunday 9am – 5pm).

Home insurance from homeprotect

Home insurance provides financial protection if you need to repair your home or replace your belongings after they’ve been stolen, damaged or destroyed. Find out more about our cover below.

Home / Something else / Update marketing preferences

Update Marketing Preferences

You can update your marketing preferences below.

CHAT WITH US

You can also chat with one of our insurance experts (we’re open from Monday to Friday 8am – 8pm, Saturday from 9am – 6pm, and Sunday 9am – 5pm).

Home / Manage payments / Change Direct Debit payment date

Frequently asked questions

If you miss a monthly payment, we’ll contact you to let you know how to clear your outstanding balance. You can do this ahead of time by making a payment here.

You may be charged a fee if you miss a monthly direct debit payment, so it’s important to get in touch with us as soon as possible if you’re experiencing difficulties paying for your policy.

Please contact our customer services team to request the changes to be made to your contact details for direct debits.

Chat with us

The easiest way to change your Direct Debit payment date is to chat with one of our insurance experts (we’re open from Monday to Friday 8am – 8pm, Saturday from 9am – 6pm, and Sunday 9am – 5pm).

Struggling with monthly payments?

If you’re experiencing difficulties paying for your policy, our team are here to help you. A range of options are available to you, including changing the date that your monthly payments are collected or changing your cover to better suit your financial situation.

Home / Update my renewal / Update auto-renewal preference

Frequently asked questions

You can change your renewal preference on the settings page of your online account. If it’s less than 7 days from your renewal date, you’ll need to get in touch with us to change your auto-renewal preference. The easiest way to do this is to speak with one of our insurance experts on live chat.

Your policy is set to automatically renew each year unless you have informed us not to or we have asked you to get in touch. We will send you a renewal reminder each year to confirm this.

If your payment does not go through at the beginning of the new policy year, we will contact you.

UPDATE AUTO-RENEWAL PREFERENCE

If it’s more than 7 days before your renewal date, you can update your policy to renew automatically by logging in to your account.

Chat with us

If it’s less than 7 days from your renewal date and you’d like to update your auto-renewal preference, you can chat with one of our insurance experts (we’re open from Monday to Friday 8am – 8pm, Saturday from 9am – 6pm, and Sunday 9am – 5pm).

Home / Something else / Make a complaint

call us

You can also speak with one of our insurance experts by calling the number below (we’re open from Monday to Friday 9am – 8pm and Saturday from 9am – 1pm).

0330 660 1000

Home / Make policy changes / Tell you about a bereavement

We’re very sorry to hear about your recent bereavement.

If you’ve lost a loved one who had a Homeprotect policy, our team is on hand to walk you through the process of canceling or updating the policy.

If you’re already named on the policy, get in touch with us to make any changes or cancel the policy. If you’re not already authorised on the policy and you’d like to cancel it, you’ll need to send us a copy of the policy holder’s death certificate.

You can also maintain the policy under a new name. To do this we’ll also need one of the following documents to show you have a financial interest in the property:

  • Marriage certificate
  • Letter from a solicitor
  • Grant of probate

What to do next?

Send us the relevant documents below and our team will be in touch to walk you through the rest of the process.

CHAT WITH US

Our insurance experts are on hand to support you through this process via live chat (we’re open from Monday to Friday 8am – 8pm, Saturday from 9am – 6pm, and Sunday 9am – 5pm). Alternatively, you can call us on 0330 660 1000.

Home / Manage payments / Renew my policy

Frequently asked questions

If the annual payment for your renewal failed or you opted out of auto-renewal, give us a call to update your payment card or attempt the payment again.

If you miss a monthly payment, we’ll contact you to let you know how to clear your outstanding balance. You can do this ahead of time by making a payment here.

You may be charged a fee if you miss a monthly direct debit payment, so it’s important to get in touch with us as soon as possible if you’re experiencing difficulties paying for your policy.

Your policy is set to automatically renew each year unless you have informed us not to or we have asked you to get in touch. We will send you a renewal reminder each year to confirm this.

If your payment does not go through at the beginning of the new policy year, we will contact you.

You can find your important documents by logging in to your account. If you are not yet a customer but want to look at our policy booklets you can do so on our policy booklets page.

UPDATE AUTO-RENEWAL PREFERENCE

If it’s more than 7 days before your renewal date, you can update your policy to renew automatically by logging in to your account.

Chat with us

You can also chat with one of our insurance experts about renewing your policy (we’re open from Monday to Friday 8am – 8pm, Saturday from 9am – 6pm, and Sunday 9am – 5pm).

Frequently asked questions

Full Accidental Damage cover for contents provides a comprehensive level of cover and is designed to protect your household possessions from accidental damage within the home caused by you, your guests, third parties (excluding contractors) or wild animals (excluding vermin). 

The optional lost key cover provides you with cover up to £1,500 for the year following the loss, theft or damage of keys anywhere in the UK, it also includes:

  • Locksmiths charges.
  • Onwards transport costs if you are stranded as result of the loss
  • Theft or damage of your car keys.

Some home insurance policies include cover for legal expenses as standard, others offer legal protection as an additional cover option. Legal protection for home insurance will usually give you access to a legal professional for advice, or will cover your legal fees up to a set amount. Amounts vary depending on the insurer. Take a look at the cover levels provided by the Basic Legal Expenses cover and the Full Legal Expenses cover provided by Homeprotect

Chat with us

The easiest way to update your cover upgrades is to chat with one of our insurance experts (we’re open from Monday to Friday 8am – 8pm, Saturday from 9am – 6pm, and Sunday 9am – 5pm).

Upgrade your home insurance policy

In addition to buildings and contents cover, we offer additional cover upgrades which include enhanced home emergency and legal expenses cover, key protection, and accidental damage cover. Find out more about our cover upgrades below.

Home / Make a claim

Frequently asked questions

As soon as we have checked that your claim is covered by your policy, we will get the process moving. Straightforward claims are normally settled very quickly, and in all cases our claims team will keep you informed of progress.

Some larger value claims, for example an extensive house fire, can take months for the damage to be fully repaired, or the property rebuilt, and your family moved back into the property.

The average compulsory excess for a buildings claims is £149 and £136 for contents claims. There are also separate compulsory excesses for flooding, subsidence/landslip/heave, escape of oil and escape of water claims. The total excess you will pay is the sum of the relevant compulsory excesses and voluntary excesses (if you have any).

You can find the exact excess amounts you’ll pay towards a successful claim in your policy documents.

Example: if you’re looking to make an accidental damage claim for an item of contents worth £1000, you would pay the sum of your compulsory and voluntary contents excesses towards the claim if it’s successful.
If your compulsory contents excess is £150 and you chose a voluntary contents excess of £100, you’ll pay £250 towards your successful claim and receive £750:

Item value = £1000

Excesses payable = £150 (compulsory) + £100 (voluntary) = £250

Claim payout = £1000 – £250 = £750

In most cases, it shouldn’t make an immediate difference to your policy.

However, when it’s time to renew your policy, the terms of cover and/or premium may change (for example, the standard excesses may increase). You should also be aware that having a high claims history can make getting insurance in the future difficult.

If you have a break-in, we’ll offer suggestions on home security and may ask you to carry out security improvements, such as burglar alarms and window locks, before your next renewal.

Submit a claim online

The quickest way to submit a claim is online. You’ll be able to review policy cover and excesses before choosing whether or not to submit your claim.

24/7 Claims hotline

You can also call our insurance experts if you’re looking to make a claim. Support is available 24/7.

0330 660 0660

Home / Update my renewal / Cancel my renewal

Frequently asked questions

Yes, the first 14 days from the date you purchased the policy or received your policy documents (whichever is later) are the cooling off period.

No, there is no administration fee if you cancel within 14 days of the date you purchased the policy or received your policy documents (whichever is later). 

You may be entitled to a refund if you cancel your insurance. This depends on the terms of the individual policy purchased.

In most cases, home insurance policies have a 14-day cancellation or ‘cooling off’ period where you are entitled to a refund, if no claims have been made.

If you want to cancel outside of the cooling off period, you will normally receive a pro-rata refund. A cancellation fee or admin fee may apply

Why RENEW with homeprotect?

  • Policies underwritten by AXA Insurance
  • Buildings Insurance Rated 5 Star by Defaqto
  • Rated Excellent on Trustpilot from 15,000+ reviews
  • Basic Legal Expenses and Home Emergency included as standard

CHAT WITH US

We’re sorry that you’re looking to cancel your Homeprotect policy. The easiest way to do this is to chat with one of our insurance experts (we’re open from Monday to Friday 8am – 8pm, Saturday from 9am – 6pm, and Sunday 9am – 5pm).

Home / Make policy changes / Cancel my policy

Frequently asked questions

Yes, Homeprotect can amend the current policy to change the address, so that your new property will be insured, with no break in cover.

However, please be aware that the new property may have different risk information such as how close it is to water, whether the building has suffered subsidence in the past etc. Please make sure you have these details handy when you call our team to discuss the change of address. You may need to pay a £25 administration fee.

If you have paid for your policy in full then you may receive a pro-rata refund, taking into consideration any administration fees, conditions on your policy and any additional cover options which you have purchased.

If you pay by monthly instalments the Customer Accounts team will calculate the cancellation amount, taking into consideration any administration fees, conditions, any additional cover options which you have purchased, or payments made on the policy. They will then contact you to confirm if there is a refund due, or if there is an administration fee payable.

If you cancel your policy after the ‘cooling off’ period there is a £50 administration fee. If you cancel during the ‘cooling off’ period, which is within 14 days of the date you purchased the policy or received your policy documents (whichever is later), there is no administration fee. 

Why stay with homeprotect?

  • Policies underwritten by AXA Insurance
  • Buildings Insurance Rated 5 Star by Defaqto
  • Rated Great on Trustpilot from 15,000+ reviews
  • Basic Legal Expenses and Home Emergency included as standard

CHAT WITH US

We’re sorry that you’re looking to cancel your Homeprotect policy. The easiest way to do this is to chat with one of our insurance experts (we’re open from Monday to Friday 8am – 8pm, Saturday from 9am – 6pm, and Sunday 9am – 5pm).

Frequently asked questions

Contents insurance insures all the belongings in your home that are not attached to the property. Contents are the items that you would take with you when you move home. This includes:

Your furniture, rugs, computer, entertainment equipment, cds, dvds, videos, valuables, clothing, personal belongings – even the food in your freezer! You may be asked to specify certain items (such as bikes, electronic gadgets and high risk items) on the policy and you may be asked to make additional security provisions such as locks or a burglar alarm if you live in an area with a high theft rate. 

High risk items worth £1,500 or more individually or as part of a collection. Bikes and electronic gadgets (mobile phones, smart watches, laptops, tablets) worth £1500 or more each. To insure any of these items you must list them individually when you take out the policy. You just need to tell us the brand name, model name and cost to replace it new for each item.

Contents insurance does not cover fixtures ( items that are permanently attached to the interior or exterior of your home or outbuildings, such as kitchen or bathroom suites) but it does cover fittings (removable items that are attached to the interior or exterior of your home and outbuilding, such as carpets).

It covers the main structure of your home. If it were to subside, burn down or be damaged or destroyed by extreme weather, your policy covers the costs of rebuilding or repair. It also covers any permanent fixtures in your home like built-in wardrobes, fitted carpets, kitchen surfaces, taps, basins, baths and showers. 

Homeprotect buildings insurance also covers outbuildings, boundary walls, gates, pools, drives and paths as standard (with only a few exclusions – please see the policy document for full details). It will also cover the cost of suitable temporary alternative accommodation should your home be uninhabitable following a claim.

The buildings insurance policy does not cover damage caused gradually, or by wear and tear, or by failure to fix a known issue. Neither will it cover incidents resulting from faulty design or poor workmanship, pets, or mechanical or electrical faults.

We can consider cover on your property when it is being renovated but existing customers should let us know before the works start so that we can make a decision on whether we can continue to cover you and whether an additional premium is necessary. In most cases we’re happy to offer cover.

House insurance can include public liability cover in some cases. The Homeprotect home insurance policy includes up to £5 million public liability cover. In the event of someone having an accident and being injured in your home, or if their belongings are damaged in your home this insurance cover includes legal cost cover to defend your claim.

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You can also speak with one of our insurance experts by calling the number below (we’re open from Monday to Friday 9am – 8pm and Saturday from 9am – 1pm).

0330 660 1000

General enquiries

Chat with us

The easiest way to speak with us is to chat with one of our insurance experts (we’re open from Monday to Friday 8am – 8pm, Saturday from 9am – 6pm, and Sunday 9am – 5pm).

Call us

You can also speak with one of our insurance experts by calling the number below (we’re open from Monday to Friday 9am – 8pm and Saturday from 9am – 1pm).

0330 660 1000

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Claims

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The quickest way to submit a claim is online. You’ll be able to review policy cover and excesses before choosing whether or not to submit your claim.

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You can also call our insurance experts if you’re looking to make a claim. Our home emergency team are available 24/7.

0330 660 0660

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