Home Insurance - FAQs
To save you time we have compiled a list of Frequently Asked Questions relating to home insurance below each with associated answers.
- What is a Policy Excess?
- This is the part of each claim that you agree to pay - we cover you for the remaining amount. The Teleclaims Service Adviser will inform you of the amount of the excess and details can also be found in the policy schedule.
We will deduct the amount of the Policy Excess from the settlement of your claim, or alternatively our appointed specialist or supplier will collect this amount from you on our behalf.
- What service does the emergency helpline offer?
- Burst pipes, storm damage, broken windows, damaged locks - the unexpected always happens at the most inconvenient time. If you are unable to contact a local qualified tradesman, you can call your insurers emergency helpline service, which operates a 24-hours and will advise you further.
The helpline is available at any time to discuss the nature of your problem and to find a local qualified tradesman for you. Arrangements will be made for the tradesman to call you to offer immediate advice and to give you an expected arrival time.
- How will I know if my claim is covered by my policy?
- Our Advisers are fully trained and have an excellent knowledge of every policy we offer. Wherever possible, we will let you know during your first call to us whether your claim is covered by your policy.
It may help you to read through the policy booklet along with your schedule of cover before ringing us to report your claim.
- What kind of additional information will I be asked to provide?
- It is helpful if you keep receipts, guarantees, instruction manuals, valuations or photographs for your most valuable items in a safe place as these may help to support your claim. By valuable items, we mean jewellery, watches, paintings, collectors' items and any items/sets of gold or silver.
We may also ask you to provide us with estimates or invoices for claims involving repair or replacement of items.
If the claim involves a building repair, we normally request two estimates for comparison purposes.
If the incident involves theft or criminal damage, or if any property has been lost outside of the home, you should inform the police immediately and make a note of the police incident number.