Frequently asked questions

1. What's the difference between buildings insurance and contents insurance?
2. What does buildings insurance normally cover?
3. What does contents insurance normally cover?
4. How do I make a claim?
5. How long does it take for a claim to be settled?
6. What sort of things are NOT covered by my buildings insurance?
7. My insurance policies are with my mortgage company. Can I swap?
8. Do I receive a cheque after a claim?

1. What's the difference between buildings insurance and contents insurance?

Buildings insurance covers the structure of the home together with its fixtures and fittings: it covers the cost of repair or rebuilding after fire or weather damage for instance. Contents insurance covers the contents of your home, the possessions you would take with you if you moved house.

2. What does buildings insurance normally cover?

It covers the main structure of your home. If it were to subside, burn down or be damaged or destroyed by extreme weather, your policy will cover the costs of rebuilding or repair. It also normally covers any permanent fixtures in your home like built-in wardrobes, light fittings, kitchen surfaces, taps, basins, baths and showers. Do check your buildings insurance policy for any exclusions: most policies will include cover for outbuildings, boundary walls, gates, pools, drives and paths as standard. They will also typically cover the cost of temporary accommodation should your home need to be rebuilt - or if you need to move out because your home is severely damaged, for instance by flood.

3. What does contents insurance normally cover?

Contents insurance covers the contents of your home and your personal possessions - all the things you would normally take with you when you move house. Your furniture, carpets, computer, entertainment equipment, CDs, DVDs, videos, valuables, clothing, personal belongings - even the food in your freezer! You may be asked to specify certain items on the policy and you may 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. Many contents insurance policies will also cover your belongings when you are away from your home or on holiday - or this cover can be requested separately.

4. How do I make a claim?

It's easy: we understand that when you make a claim, there's a good reason and that you want it to be sorted as quickly and easily as possible. Just make sure you keep your policy documents in a safe place, with the policy number and claims line number easily to hand.

If you need to make a claim, make sure it's an honest one. Exaggerated claims are fraudulent and it's likely we will refuse it. Your policy may be cancelled and doing so may affect your ability to get insurance in the future.

5. How long does it take for a claim to be settled?

A good buildings or contents insurance company knows that a well-handled claim usually results in a happy customer. We will first want to make sure your claim is valid and covered by your policy terms. When that is done, we will want to settle the claim as quickly as possible - especially in extreme cases. Honest claims are normally settled within a few weeks of the policyholder making it.

6. What sort of things are NOT covered by my buildings insurance?

Most claims can be settled. As you can see from the list below, it's typically only the very rare, extreme or unlikely occurrences that are not covered - for example:

• General wear, tear, corrosion or rot.
• Any gradually operating cause or effect.
• Mechanical or electrical breakdown.
• Radioactive contamination from nuclear fuel or nuclear waste.
• Any radioactive, toxic, explosive or other effect of any nuclear equipment.
• War, invasion, act of foreign enemy, hostilities whether war be declared or not, civil war, rebellion, revolution or military/usurped power.
• Loss of value of an item following the payment of a claim.
• Computer viruses or loss of computer data.
• Damage resulting from acts of terrorism (as defined in the policy).

7. My insurance policies are with my mortgage company. Can I swap?

Typically, you are free to switch to the insurer of your choice. Check with your mortgage lender to get their agreement before taking out a new policy. You may be able to save money by switching.

8. Do I receive a cheque after a claim?

Some people prefer to receive a cheque for their loss but this is becoming increasingly infrequent. Most contents insurance companies will replace items for you as they can bulk-buy. This reduces the cost of claims and ultimately helps keep premiums lower.