Frequently Asked Questions
Our answers to quick questions
To help those who need to get in touch, we have taken a look at our most and least busy times of
day for LiveChat. As you can see from the below image, traffic is high throughout the day, but
this does provide an indication of when to avoid if possible*.
*Information correct as at 03/09/2020
All referrals will be replied to on the same day unless submitted at or after 5PM, in which case it will be dealt with the next working day via email.
You can reply with the requested information by selecting the ‘retrieve a quote’ option on our website. Here, you can input any extra information and submit to the end of the quote process.
This is different per policy – you can find the relevant information on pages 7 and 8 of the Home Bedroom Rated and Home Standard policy wordings, under the contents definition.
You will need to request a new quote through our website with the new address and
make a note in the further information section that this is a Change of Address for
an existing policy, along with the current policy number.
Please do not process as a mid term adjustment.
Yes, if you have migrated to the new policy management quote system, which has the
facility to quote in a company name. Otherwise, you must request the quotation in a
personal name and once you choose to continue and begin cover you will then be able
to input a company name and the documents will be correctly addressed.
Speak to your Business Development Manager or email email@example.com to request that you migrate to the new policy management quote process.
For further help using our new system, take a look at our video.
You can cancel this insurance at any time outside the cooling off period by giving us 14 days’ notice or 14 days’ notice via your insurance broker. As long as no claims have been made or reported during the period of insurance, we will return a proportion of your premium paid on a pro rata basis, less an administration charge of £20. No return of premium will be given if under £20 or if any claims have been reported or paid in whole or part during the period of insurance. If, however, you elected to take a 3 or 6 month only policy, no return of premium will be given.
For New Business and Renewals, the first month’s payment (1/12th of the annual
premium) will be due as a deposit. The policyholder will be given the option of
payment for this via debit or credit card. If this is not possible, please email our
Accounts Department for further options at firstname.lastname@example.org
The information we will require for the Direct Debit is:
Full name of the bank account holder
Their 8 digit bank account number
Their 6 digit sort code
Once this is complete, the first month’s premium will be taken and the Direct Debit will be set up for the remaining instalments to be collected over the remaining 11 months, starting one month after the inception date of the policy. Visit our Direct Debit page for full information about this payment option.
Details on standard excesses can be found in our Product Guide. These can increase, depending on the risk. Our suggestion is to request a quote on our website to be certain
Standard excesses can be found in our Product Guide. Should these have increased due to the risk, this information can be found on the quote and statement of fact documents.
You can email your Business Development Manager at email@example.com to discuss this.
Speak to a member of our team via LiveChat or call us on 0115 950 5052 and we will arrange this for you.
Cancellation figures are calculated using an offline intranet system so we are unable to quote a figure without the policy being cancelled first through the online portal. You can cancel a policy in order for an email to be sent to you containing this information, which can then be reinstated by contacting us, if you would like.
Rent Guarantee and Legal Expenses
This policy has a 12 month timescale and it will cover for rent arrears up to £2,500 until vacant possession.
A clear tenant reference has to be obtained and verified along with the policy conditions. Within our policy wording for this product you will find these conditions and a Tenancy Checklist. If the checks cannot be passed, then a UK based guarantor would have to pass them instead and sign a deed of guarantee.
To initiate a claim, the tenants would need to be one calendar month in rent arrears.
The cover should be taken out at or before the start of a new or renewed tenancy agreement. It is worth noting that there is a 90-day no payment clause, which is stated within the policy wording.
Yes, equal to one month’s rent and secured in an approved tenancy deposit scheme.
No. We require one policy per tenancy agreement, as the cover is specific to the property.
The policy is per tenancy agreement and each tenant would need to be referenced correctly – see the Tenancy Checklist in the policy wording. for more information.