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Search for a topic or select a category to find answers to some of our most asked questions.
There are several ways for you to get in touch with us if you’re hard of hearing:
- Contact us using text relay services such as Relay UK.
- Speak with us on webchat (click the ‘Live Chat’ button at the bottom of your screen from Monday to Friday 9am – 8pm and Saturday from 9am – 1pm).
Alternatively, you can find other ways to contact us here.
There are various reasons why you may need additional support managing your policy due to your mental or physical health, or a change to your personal circumstances. Whatever the reason, our team are here to listen and support you.
If you feel you need additional support with your Homeprotect policy, get in touch with us to see how we can help.
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.
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.
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.