Home FAQs 

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What is the difference between my buildings and my contents?
As an approximate guide, if you were to turn your home upside down, everything that fell out would be your contents, and most of what remains would be buildings. (Carpets are normally counted as contents).

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How much should I insure my home for?
Contents
You need to consider all of the possessions within your home and how much it would cost to replace them new today. The amount may surprise you.

Buildings
For most homes you are able to use the ABI rebuilding cost calculator to estimate the rebuilding cost (insert Link). If you are able to do this you can cover what you estimate to be the full cost of rebuilding and should then seek professional advice for a qualified surveyor for a more accurate sum assured. The sum insured you choose must be enough to cover the cost of rebuilding your home. You should ensure this includes extra amounts to cover demolition costs, architects and surveyor's fees.

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What does new for old mean?
New for old means, that insurers will replace the item(s) you are claiming for with new one(s) of the same make and specification if possible. Claims in respect of clothing and household linen will normally be subject to deductions for wear and tear.

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Do I need to specify my computer?
No, your computer is automatically covered under the standard contents cover. The standard cover also usually includes accidental damage occurring in the home to computers, unless it's a portable type like a laptop or palmtop. In this case you will need to take Personal Possessions cover if you want it to be covered for accidental loss or damage whilst outside the home.

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What is a valuable?
When we refer to 'valuables' we mean things like:
•    Coin, stamp, medal collections
•    Pictures and other works of art
•    Items of gold, silver and other precious metals
•    Jewellery and furs
•    Antiques (not including furniture), collectibles and watches
Valuables are included in the main contents sum assured up to the limits specified in the summary of cover or the full policy. Please refer to your policy or quotation to ensure this level is sufficient.

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Do I have any cover away from home?
We can protect your possessions away from home under our Personal Possessions cover. This covers items that you take outside of your home on a daily basis such as:
•    Jewellery
•    Money
•    Credit cards
•    Luggage
•    Clothing
•    Sports and musical equipment
•    Photographic equipment.
Possessions are normally covered worldwide up to the maximum value you choose for between 30 to 60 days depending on the insurer chosen. Refer to your policy key facts or full policy for details

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Do you cover bicycles?
Yes, our contents in the home would give you basic cover. If you'd like cover away from home, you should add "personal possessions cover away from the home" to your policy. If your bicycle is worth more than £500 you may need to specify the bike on the policy.

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Do you cover accidental damage?
We can provide accidental cover for both your buildings and contents insurance if you require on top of those items automatically covered for this peril under a standard policy. Ask at the time of your quotation for the cost of full accidental damage cover.
Buildings Insurance Standard cover usually includes accidental damage to underground pipes and cables, fixed glass, and sanitary fixtures and fittings (eg baths, shower trays, sinks etc). By choosing our extra accidental damage for buildings you can extend this cover to include accidental damage to the rest of your buildings e.g putting your foot through the ceiling, hitting a nail into a water pipe.
Contents Insurance
Standard cover usually includes accidental damage to your radios, television sets (including digital set top boxes and satellite receivers) and computers, games, recording and audio equipment, mirrors and fixed glass. You can however increase this cover to all your home contents by taking out extra accidental damage cover.
This extends the basic accidental damage to include cover for most contents and soft furnishings, like curtains and sofas for breakage and spillage eg. if you spill a glass of red wine on your carpet you will be covered.

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Why do I need Legal Expenses cover on my Home Insurance?
Legal Expenses cover is not compulsory, but we recommend that you choose to add the cover to your policy as it's an inexpensive way of giving yourself that extra protection. The annual premium of £13 provides legal cover up to £50,000 per claim for you and your family to fund the costs of pursuing legal action. See the summary of cover (link to summery of PCLE cover)
This cover will remove the need to search for a Solicitor or enter into a "No Win No Fee" arrangement as you will already have cover in place to provide the legal representation you need. The damages recovered will not be subject to any deductions and you will not be liable for any legal costs or fees.

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Do I pay an excess if I make a claim?
Yes, our excess on a standard claim is usually £50 (claims for subsidence carry a £1,000 excess). Higher excesses may be taken for discounted premiums.

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Do I get a discount for not making a claim?
Yes, most insurers give discount for claims free years on your buildings or contents insurance.

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Do I get a discount if I have window and door locks?
Yes, if you have approved security locks we may be able to offer you a further reduction in your premium unless the location of your home means that we insist you have this security in place anyway.

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Do I get a discount by having a recognised alarm fitted?
Generally insurers will give discounts for professionally fitted and maintained alarms as long as the installers and maintainers qualification is approved. Call us for fuller detail.

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My child will soon be going to university, will their belongings be covered by my policy?
If they are still living with you outside of term time then most insurers consider that they are still "permanently residing" with you and so their contents items would continue to be covered by your policy. Some insurers do charge a small fee in addition.
All we suggest is that at quotation stage you highlight this need and we will select those insurers who will allow this cover at little or no cost.

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Are my credit cards covered?
If you take our Personal Possession cover most insurers automatically fraudulent use against your credit cards. We suggest you highlight your requirements at quotation stage so that we may select appropriate cover.
If I need to, can I make a claim at 2 o'clock in the morning?
Most insurers have helplines that are available 24 hours a day 365 days a year.

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What is business use?
Business use is classed by insurers as a property being used for some type of business purpose e.g. childminding or clerical use where you have non-family members visiting the premises. If you are unsure of the use of your property, please contact our personal insurance team for advice.

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Can I get a no claim discount on home insurance?
Yes - we offer a no claim discount on buildings & contents insurance with many insurers. With this increasing over the first 5 years claim free it can help to reduce your annual premium.

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Why do I need pest cover?
Pest cover offers peace of mind when you need it most - immediately after you discover a wasp or hornet nest or an infestation of rats, mice or grey squirrels in your house. An emergency helpline ensures cover for a reputable contractor to come to your house to remove it. Not all insurers offer this cover so please be sure to ask should you want this cover on your policy.
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What should I do if I don't want you to send me any marketing material?
We give you an option to tell us during the quote process if you don't want to receive any marketing material. If you don't take up this option and change your mind at any future date, you can also email us at This e-mail address is being protected from spam bots, you need JavaScript enabled to view it or write to the Data Protection Officer, 1 Stop Insurance Consultants Ltd, Unit B2, Mill Green Business Park, Mill Green Road, Mitcham, Surrey. CR4 4HT. Please include your full name, address and date of birth.

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How do I cancel my policy?
If you're not satisfied with the cover provided by your policy, you have 14 days to cancel from receipt of full policy details, normally our key facts email, letter or for existing client renewal receipt. As long as no incidents have arisen which could result in a claim under your policy, insurers will refund the premium you've paid less a small administration charge. If you don't exercise your right to cancel during the 14 day period your policy will continue as normal.

If you decide to cancel after this 14 day period, you must give us seven days' notice in writing. If you are paying by instalments and you miss a payment, insurers may cancel your policy. We'll give you seven day' notice before we do this as set out in our terms of business.

Insurers have the right to cancel your policy at any time by giving you seven days' notice in writing.
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How do I complain?
Although we are committed to providing you with a first class service, we recognise that there may come a time when you feel we haven't delivered and you want to make a complaint. We will always try to resolve any complaint speedily and at the earliest possible stage. The person dealing with you will be authorised to settle your complaint.
In the first instance, please call us on 020 8648 8868. We'll try to resolve your complaint as soon as we receive it but if this isn't possible, we'll send you a written acknowledgement of your complaint.

In the unlikely event that the problem hasn't been solved to your satisfaction, you may contact our Managing Director who will review your complaint and send you our final decision in writing. If we haven’t resolved your complaint within 8 weeks or if your complaint is still not resolved to your satisfaction, you have the right to refer your complaint to the Financial Ombudsman Service.

The contact details of the Financial Ombudsman Service are:
Financial Ombudsman Service
South Quay Plaza 2
183 Marsh Wall
London
E14 9SR
Telephone: 0845 080 1800
www.financial-ombudsman.org.uk
The Financial Ombudsman Service will handle most complaints you might have, but there are some instances that fall outside its authority. The Ombudsman's decision is binding upon us, but you are free to reject it without affecting your legal rights.
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How do I know if my cover has been accepted?
Once you are on cover confirmation will be sent to you. Any application will be sent to you and once returned your policy documents will then be sent to you.
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How can I renew my policy?
Approximately 4 weeks before your policy expires, we'll send you a renewal invitation by post or email, which will give details of how to renew and your new premium.
 
If you pay your premium by direct debit, we will automatically renew your policy unless detailed otherwise in the renewal notice. We'll notify you of our intention to do this before your policy expires and give you details of the renewal terms including any changes in your policy cover. If you don't wish to renew your policy, you should tell us before the renewal date. If you don't tell us and your policy is renewed, we'll continue to make deductions from your bank account for the new premium.
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Can I renew my policy on this website?
Unfortunately, we don't currently offer the facility of renewing your home insurance online. Instead to renew, please call us on 020 8648 8868
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Can I renew my policy if I haven't yet received my renewal invitation?
We'll send you a renewal invitation approximately 4 weeks before your policy expires. However it may be possible to renew before this date. Contact us for further advice on this.
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My pet has torn my sofa. Am I covered?
Not usually, most insurers specifically exclude damage by pets. If you do require this cover then please let us know at quotation stage.
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I do a lot of DIY cover should I go for AD cover?
Yes. Accidental damage cover extends your policy to include those events where you or family members cause damage to the home or its contents.
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I have had a water leak for 6 months. Can I claim now?
Possibly not. All insurance policies exclude “gradually operating” causes and require you to take good care of your home. Please provide full details and we can seek advice relevant to you individual circumstances.
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I use my spare room as an office. Does this affect my insurance and is my business equipment covered?
This needs to be specifically mentioned to insurers, especially if you have visitors to the home in connection with your business. Some insurers will cover contents used for business purposes but unless disclosed any claim could be excluded. Should you need a separate insurance we can advise once your full details are known.
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I have a ring worth £3,000. Do I need to tell my insurers?
Most insurers would require such an item to be specifically mentioned on the policy schedule. In addition, they may require a valuation to prove its value, which is less than 3 years old.
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A storm blew down a garden fence. Can I claim?
Not normally no. Claims for storm damage to gates, fences and walls are usually excluded, unless the main property is damage in the same incident.

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