Home Insurance Contact Us

If you’d rather speak to someone over the phone, please call our friendly team on the numbers below. Lines are open 9am to 6pm Monday to Friday, or 9am-5pm on Saturdays.

Payments

If you have a payment query, would like to pay a bill, or change your payment details.

Call us on: 0333 035 9922

Cancel your policy

We’re sorry you’re thinking about leaving us. Let us know and our team will be happy to talk through your options.

Call us on: 0333 035 9922

If you need to make any changes to your policy, the quickest way to do this is in My Account

You can make a change to your address by following these steps:

1. Log in to My Account and select the 'Manage Policy' button for the policy that you want to change
2. Select 'Make a Change'
3. Choose the date you would like the change to be effective
4. From the drop-down, choose 'Your Property' and select 'Confirm'
5. Select 'Replace My Current Property’ and enter the details of your new address
6. Check the rest of the information on the page to ensure it's still correct
7. Select 'Get Quote'
   

There may be a change to your premium as a result of this change. You'll see a quote for any increase or decrease in your premium as a result of any changes you have made before you decide to proceed.

If you add any additional premium to your monthly payments, it will cost more than paying it off in full. Accepting the new quote will make the amendments to your policy, and your documents will be updated online.

A reduced service fee of £15 is charged for any changes made through My Account as opposed to the standard £35.

If you’re not able to make the change in My Account or need any further assistance please start a Live Chat via the button on this website, and a member of our team will be happy to help you.

The chat button will only be displayed when one of our agents is available to assist you.

Our Live Chat opening times are:

• Monday to Friday: 8.30am to 8.30pm
• Saturday: 9am to 5pm

If you need to make any changes to your policy, the quickest way to do this is in My Account

You can make a change by following these steps:

1. Log in to My Account and select the 'Manage Policy' button for the policy that you want to change
2. Select 'Make a Change'
3. Choose the date you would like the change to be effective
4. From the drop-down, choose the relevant option depending on what change you’d like to make and select ‘Confirm’ 
5. Input the information you need to change and check the rest of the information on the page to ensure it's still correct
6. Select 'Get Quote'
   

There may be a change to your premium as a result of this change. You'll see a quote for any increase or decrease in your premium as a result of any changes you have made before you decide to proceed.

If you add any additional premium to your monthly payments, it will cost more than paying it off in full. Accepting the new quote will make the amendments to your policy, and your documents will be updated online.

A reduced service fee of £15 is charged for any changes made through My Account as opposed to the standard £35.

If you are not able to make the change in My Account or need any further assistance, please start a Live Chat via the button on this website, and a member of our team will be happy to help you.

The chat button will only be displayed when one of our agents is available to assist you.

Our Live Chat opening times are:

• Monday to Friday: 8.30am to 8.30pm
• Saturday: 9am to 5pm

Allowing us to automatically renew your policy means you don't need to worry about being left without insurance cover at the end of your term. As long as you're happy with your quote, we'll take care of everything for you.

However, if you don't want to automatically renew your policy, you can opt out of this at any time in My Account by following these steps:

1. Log in to My Account
2. Select ‘Manage Policy’
3. Under the ‘Renewal preference’ section it will state if your policy is due to automatically renew. If it isn’t then you don’t need to do anything to stop your renewal.
4. If it is due to automatically renew you just need to select the ‘Opt Out of Auto-Renewal’ section followed by ‘Confirm’ if you are still happy to stop your automatic renewal

For any further help, you can start a Live Chat via the button on this website, and a member of our team will be happy to help.

The chat button will only be displayed when one of our agents is available to assist you.

Our Live Chat opening times are:

• Monday to Friday: 8.30am to 8.30pm
• Saturday: 9am to 5pm
  

If you’d rather cancel your automatic renewal over the phone, you can call our friendly team on 0333 035 9922.

We're sorry you're thinking about leaving us. To cancel your policy, you can get in touch with us via Live Chat using the button on this website, and a member of our team will be happy to help you.

The chat button will only be displayed when one of our agents is available to assist you.

Our Live Chat opening times are:

• Monday to Friday: 8.30am to 8.30pm
• Saturday: 9am to 5pm

If you prefer, you can cancel your policy by calling us on 0333 035 9922.

Your policy documents will explain exactly what your policy covers you for. You can access your documents online in My Account. Just log in and select ‘Manage Policy’ to view and download your documents 24/7.

If you still have questions after you have checked your documents, you can get in touch with us via Live Chat.

The chat button will only be displayed when one of our agents is available to assist you.

Our Live Chat opening times are:

• Monday to Friday: 8.30am to 8.30pm
• Saturday: 9am to 5pm

The quickest and easiest way to renew your Home Insurance policy is online using My Account

If you have opted in to auto-renew and nothing has changed on your renewal, you don't need to contact us. We'll renew your policy automatically so you remain covered. If you pay for your policy annually, you will need to ensure your card details are up to date on your account, otherwise your policy will not automatically renew. 

You can check details of your renewal 24/7 online in My Account, including your renewal documents, by logging in and selecting "Renew Policy" on the relevant policy. Please take some time to read your renewal documents, and check that nothing has changed.

If you have chosen to opt-out of auto-renewal, you can still renew online quickly and easily:

1. Log in to My Account
2. Select 'Renew policy' on the relevant policy
3. Take some time to read your documents, and check that nothing has changed

If you pay monthly;

1. Tick the box in the 'What happens next?' section and select 'Confirm' to complete your renewal

If you pay annually;

1. Tick the box in the 'What happens next?' section and select "Renew Policy Now" to proceed
2. Select the card you wish to pay with, or select 'Enter New Card Details' to add a new card
3. You should now see a 'Thank You' confirmation message
4. You must renew before your renewal date, or your policy will end and you will be left without cover.

For questions about your renewal:

If your details have changed and you need to make a change to your policy before renewing, can't renew online or would like to discuss your policy, please start a Live Chat via our website.

The chat button will be displayed when we have chat agents available to assist you.

We're available on Live Chat at the following times:

Monday to Friday: 8.30am to 8.30pm

Saturday: 9am to 5pm

We will either email or post a renewal invite to you at least 21 days before your renewal date depending on your preference, and your renewal will be available to view online from this date in My Account

To save you time and hassle, we may automatically renew your policy for you, if you have opted in to auto-renew. Please check your renewal invite when it arrives to ensure all details are correct and to check how the policy will renew.

If you have not opted into auto-renewal and your policy is due for renewal, you can renew your policy online by following these steps.

1. Log in to My Account
2. Select "View your renewal" on the policy you would like to renew.
3. You will need to carefully read through your renewal documents to check nothing has changed.
4. If nothing has changed, you can then proceed with your renewal.  

If you are unable to renew your policy online or need help renewing your policy, our friendly Live Chat team are on hand to help.

Our opening hours are:

Monday to Friday: 8:30am to 8:30pm

Saturday: 9am to 5pm

The chat button will only be displayed when we have agents available to assist you.

Of course! Your finance provider will either be Close Brothers Premium Finance or PremFina and the quickest way to check this is by viewing your documents in My Account.

Close Brothers Premium Finance

 You will be able to change your details with Close Brothers Premium Finance if you have registered for their portal or alternatively on 0333 321 8566.

PremFina

 You will be able to change your details with PremFina by contacting them online or alternatively on 0330 165 9367.   

Your finance provider will either be Close Brothers Premium Finance or PremFina and the quickest way to check this is by viewing your documents in My Account.

Your finance provider will either be Close Brothers Premium Finance or PremFina and the quickest way to check this is by viewing your documents in My Account.

What happens if I miss a direct debit payment?

Close Brothers Premium Finance

Close Brothers will re-attempt to collect the payment from your bank, usually within ten working days, along with their standard £25 default fee. Details of this second collection request will be contained in their notification to you. If this payment is successful you won't need to take any further action.

Should the second collection attempt be unsuccessful, you will be required to make a card payment within a time frame that Close Brothers will provide.

If the payment is missed for any reason other than Insufficient Funds, Close will notify you by post, and Safeguard will text if you have provided a valid mobile number. You'll need to make a card payment for the missed collection and the £25 default fee within the time frame provided by Close Brothers.

You can make this payment by logging into their online portal or calling their 24 hour payment line on 0333 321 8566. Please ensure you have your account reference number to hand. This reference can be found on any correspondence Close Brothers have sent to you.

PremFina

If you miss a payment, or if your Direct Debit is unsuccessful, you will receive a notification from PremFina by SMS text and they will also send you a Statutory Default Notice both via email and post.

This will let you know what the next steps are. There is a £27.50 default fee as per the credit agreement with PremFina, and they usually attempt to collect the payment again within 7-10 days if they have valid bank details, and will send an additional arrears reminder if this attempt is unsuccessful. 

They will also supply a ‘Last Chance Date’ that will be a deadline to make payment before the finance agreement is terminated if the second payment attempt detailed above fails.

If you would like to make payment, you can do so via the PremFina payment portal.

You will need your agreement number, which is listed at the top of any correspondence you have received from PremFina.