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Search for a topic or select a category to find answers to some of our most asked questions.
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.
If you own or are legally responsible for solar panels and the panels are fixed to the roof then you need to make sure that you have specified the correct buildings rebuild value to cover them. If not then you will need to let us know what the new buildings rebuild value should be. This could result in an additional premium amount payable and there might be changes in the policy terms and conditions.
Please contact our Customer Services team to request an increased buildings rebuild value to be made to your buildings insurance. Please note that there may be an additional premium amount to be paid.
Please contact our Customer Services team to request changes to be made to your insurance 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 Customer Services team to request an increase in the value of contents to be insured. Please note that there may be an additional premium amount to be paid.
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.
We will need to confirm all the questions with you which were asked when first taking out your home insurance policy with Homeprotect, such as type of property, number of bedrooms, whether the property has ever flooded etc.
Please contact our Customer Services team to request a joint policy holder to be added to your policy.
Before calling please ensure that you have the following details for the additional policy holder: 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
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.
If you already have a Homeprotect contents insurance policy, please contact our Customer Services team to add more high risk items to be insured. Please note that there may be an additional premium amount to be paid.
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.
If you need to update some information (e.g. change of correspondence address, additional joint policyholder) on your policy part way through the year (after the cooling-off period), there will be an administration fee charged.
If you need to make a change up to 14 days after your policy renews there won’t be an administration fee charged.
In some cases, you may be due a refund or you may be asked to pay an additional premium amount.
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.
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.
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.
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.
The price will need to be re-calculated when moving because it is a completely new property to be insured, there may be different features and details compared to your old property, which we will need to calculate accurately to ensure your policy covers you for the right amount of risk. This is vitally important if you ever need to make a claim.
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.