Home Insurance FAQs
Looking for help?
Making and Changing Payment
Can I pay for my home insurance using someone else's credit card?
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.
How do I change my contact details on the direct debit account?
Please contact our Customer Services team to request the changes to be made to your contact details for direct debits.
I've missed 1 or 2 monthly payments but want to pay it up to date now, how do I sort this out?
Please contact our Customer Services team to get your payments up to date.
One of our team will be able to take the payment by debit or credit card over the phone, or they will be able to arrange for Premium Credit to collect the outstanding payments. Please note that if Premium Credit collect the payments from you, there may be fees charged.
How do I change my bank details for the direct debit?
Please contact our Customer Services team to request changes to be made to your bank details.
I'd like to pay for the policy in full part way through the year, how does this work?
Please contact our Customer Services team to request the changes to pay your policy. One of the team will calculate the amount payable.
Is it safe to make my payment via the HomeProtect website?
Yes, absolutely. The online Quote & Buy website is secured by SSL (Secure Sockets Layer) using a security certificate provided by GeoTrust.
The presence of SSL means you can rest assured that communications (e.g. credit card numbers) between your browser and this site web servers are private and secure when the SSL session is activated.
How to check whether a website uses SSL: Look at the website address (URL) in the address bar and see if it starts with HTTPS, instead of HTTP.
I've missed 3 or more instalments, what happens now?
Please contact our Customer Services team so that your credit agreement can be re-instated and pay any missed payments so that the account is up-to-date.
When are payments taken each month if I pay monthly?
The monthly instalments will be deducted from your bank account at the same time every month, due on the date that the policy started.
How do I change the date that the monthly payment is taken?
Please contact our Customer Services team to request the changes to be made to your payment date.
I want to pay by cheque, who do I make the cheque payable to?
If you wish to pay by cheque, you make the cheque payable to HomeProtect and post it to: HomeProtect, CI Tower, St George’s Square, New Malden, KT3 4HG
I want to pay by Direct Debit, how does that work?
If you would like to pay by Direct Debit, please be aware that this means entering into a credit agreement.
The credit agreement is arranged by a company called Premium Credit Ltd who 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.
Who is Premium Credit?
The monthly Direct Debit scheme is administered by our partner Premium Credit Ltd and your credit agreement is directly with them.
Your application is passed to Premium Credit who will complete a credit check.
Please note that further proofs of address maybe requested by Premium Credit to enable the credit check to be completed if the bank account is not in the name of the main policyholder.
Once your credit application has been accepted, Premium Credit will set up a credit agreement and email you to explain the payment schedule.
How do I set up my Direct Debit with Premium Credit?
Please visit http://www.support.mypremiumcredit.com choose 'Setting up my agreement' then click the first question 'How do I register' and follow the instructions provided.
Why have I been asked to set up a credit agreement with Premium Credit?
Premium Credit is the company who which manages credit agreements and collect your monthly direct debit instalments.
Why have I received an email from Premium Credit?
Premium Credit Ltd is the company who are responsible for managing the credit agreements for customers paying in monthly instalments.
The reason you have received an email from Premium Credit is so that you can agree to the terms and conditions of the credit agreement.
You will need to follow the instructions provided in the email and sign the document online.
Why have I received a £10 charge from Premium Credit?
When a policy is purchased using monthly direct debit, Premium Credit require you to create a My Premium Credit account and accept the terms and conditions online.
The credit agreement states that you will be charged £10 if they need to write to you to remind you to either sign online or return the paper copy of the signed agreement.
What is pc/homeprotect on my bank or credit card statement?
Your monthly Direct Debit scheme is administered by Premium Credit Ltd.
When a policy is purchased in this way, Premium Credit will contact you as you must accept their terms and conditions in order to set up your credit agreement.
You must return the signed agreement, or you will be charged £10 if they need to write to remind you. This will appear as pc/homeprotect on your bank statement.