Home Insurance FAQs

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Contacting us

Contacting us

Who do I contact to make a claim?

If you are making a Buildings insurance or Contents insurance claim please call your insurer, this will be either Axa Insurance, Ageas or Legal and General.

Please check your Policy schedule to find out which insurer underwrites your policy. The phone numbers are shown on the Policy Schedule.

If you are making a claim on an additional cover option such as Legal expenses or Home Emergency cover please call the appropriate cover provider, check your Policy Schedule to find the correct phone number.

You can view and download your own Policy Schedule by logging in.

Who do I contact to discuss payment queries?

If you have a question about direct debits please phone Premium Credit on 0844 736 0342.

Please note: Calls to numbers starting 084 cost between 1-13p per minute from a BT landline. This cost can vary depending on provider so please check your price plan. Your telephone provider may also include an access charge.

If you have a question about a one-off payment or about the deposit payment please click here to contact us and select option 2 to speak to the Customer Services team.

Who do I contact to get help accessing my policy documents?

Firstly please click here to “Register your policy”. You will need to enter the same personal details as you entered into the quote form, then you will be able to create a login ID for yourself to login and view the policy schedule and other documents relating to your policy.

If you still experience problems registering and logging in, please contact us here and select option 2 to speak to our Customer Services team.  

How do I leave positive feedback about my experience of HomeProtect?

Great news! We’re really glad that we were able to help you. Please post your feedback on our review profile at Trustpilot.

How do I request a callback?

Please enter your contact details into the form here and one of the team will call you back.

Who do I email to request changes to my policy?

Please email customer.services@homeprotect.co.uk to request changes to your existing policy such as change of surname, change of correspondence address etc.

What is the postal address for HomeProtect?

CI Tower 
St George Square
New Malden

How do I contact HomeProtect by phone?

Please contact our team here.

You'll be asked to choose from the following options to get through to the correct team:

  1. Renewing your policy.
  2. Changes to your existing policy.
  3. Get a quote or buy a new policy.

How do I access my policy documents?

To view your policy schedule, login here

Policy booklets are available here.

How do I make a complaint? 

If you’re unhappy about our product or services, for whatever reason, we’d like to put it right.

Making a complaint is easy, our Customer Relations Manager can be contacted in writing by addressing: Customer Relations Manager, HomeProtect, CI Tower, St George Square, New Malden, KT3 4HG, by e-mail on complaints@homeprotect.co.uk or by phone at 0330 660 1000. If we can’t resolve the complaint, then you may be able to escalate it to the Financial Ombudsman Service. You can find full details about our complaints procedure within your policy schedule. 

As added protection for you, we’re covered by the Financial Services Compensation Scheme (FSCS). If we’re unable to meet our commitments, you may be able to claim compensation from the scheme. For further information about the FSCS, look at the FSCS website: FSCS.org.uk

About our regulators – the FCA

Avantia is regulated by an independent financial services watchdog, the Financial Conduct Authority (FCA). You can check our regulatory status on the FCA’s site register.fca.org.uk, or give them a call on 0333 500 0597. Our firm registration number is 304432.

Complaints publication report

At HomeProtect we want our customers to receive the service and the support that they require.

We strongly believe that service is one of the key drivers of a business which is why complaints from HomeProtect customers are treated seriously. Complaints data is shared with senior management to help continuously improve the products and services we offer.

If any of our customers are not satisfied with our service or products, we have a robust complaints procedure by which issues are thoroughly investigated and reviewed.

Company Data

Avantia Insurance Limited (trading as HomeProtect) – Financial Conduct Authority half yearly report 1 July 2018-31 December 2018

Product/service grouping Number of complaints opened by volume of business (Intermediation within the reporting period) Number of complaints opened Number of complaints closed Percentage closed within 3 days Percentage closed after 3 days but within 8 weeks Percentage upheld Main cause of complaints opened
Insurance and pure protection 7.41 per 1,000 policies sold 1080 1078 97% 2% 53.14% General admin/ customer service – (Delays/ timescales)
Credit Related - 56 56 - - 34% -


View this data as a pdf