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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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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

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.

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. 

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.