If you can’t find the answer you’re looking for, please call us on 0333 000 1234 or use our live chat service during business hours.
Frequently Asked Questions
- Is my mobile phone, tablet and laptop covered?
- Do you cover my contents away from the home?
- Do I have to have use specific locks on my doors and windows?
- I live in a house share – does this affect my cover?
- Does it cover my bicycle?
- Are my contents covered while I’m away on holiday?
- Do you cover contents in a garage or outbuilding?
- Do you cover contents in the garden?
- Do you cover lost/stolen cards?
Do you have any more questions? Email firstname.lastname@example.org and we'll find the answer
When does my cover start?
Your cover is active as soon as you purchase your policy.Back to FAQs
Do I have to buy both buildings and contents cover?
No – you can choose between building only, contents only or building and contents. You will receive a 20% discount if you take out both building and contents cover.Back to FAQs
Can I pay monthly?
Yes – you can take out home insurance on either an annual or rolling monthly basis.Back to FAQs
Who does it cover?
There is one named policyholder – we do not need personal details for anyone else.Back to FAQs
Is there an excess?
You can choose your excess when you take out your policy. If you choose to pay a higher excess, you will get a reduction in your premium.Back to FAQs
Do you offer a no claims discount?
Yes – when you set up your policy we will ask you how many years no claims you already have. When you renew your policy with us, you will receive further discount if you haven’t claimed in the last year.Back to FAQs
I’ve claimed on other home insurance policies in the past – can you cover me?
It depends on the claims you’ve made and how recent they were. We will ask you these questions when you arrange cover and give you an answer instantly.Back to FAQs
I don’t know the exact value of my home – does this matter?
No, we don’t need to know this. We provide £500,000 buildings cover on all policies.Back to FAQs
My home is worth more than £500,000 – does this matter?
The £500,000 cover we provide is for the cost of rebuilding your home. The market value of a house is based on many other factors, the most significant normally being location.Back to FAQs
Am I covered if my home becomes inhabitable?
Yes, you’re covered for up to £100,000 against the costs of alternative accommodation for up to 12 months.Back to FAQs
Are broken windows covered?
Yes – accidental damage to fixed glass, sanitary fixtures and ceramic hobs is covered up to £500,000.Back to FAQs
What if a roof tile falls off my house and injures someone?
Your buildings cover includes up to £2,000,000 public liability cover, so if your ownership of the insured building results in injury to someone then you are covered. This does not include family members or people working on or in your home.Back to FAQs
I am a landlord – can I buy your buildings cover?
Yes, we do not exclude landlords.Back to FAQs
Is my mobile phone, tablet and laptop covered?
We can cover mobile phones, tablets and laptops against theft from your home, but they are not covered against accidental damage. Please refer to your policy wording for full terms and conditions.Back to FAQs
Do you cover my contents away from the home?
We will cover your contents up to £5,000 against loss or damage whilst they are at an occupied address where you or a member of your family is residing or employed. We will also cover your children’s contents up to £2,000 while they are at university or college and contained within halls of residence or private accommodation. This does not include cover for accidental damage to mobile phones, tablets or laptops.Back to FAQs
Do I have to have use specific locks on my doors and windows?
Only if your house is within a certain postcode area. You will be told this when you get a quote. Please refer to our minimum security requirements on page 24 of the policy wording.Back to FAQs
I live in a house share – does this affect my cover?
No. We are happy to cover people living in shared accommodation. We also do not require your bedroom door to be locked.Back to FAQs
Are my contents covered while I’m away on holiday?
Yes, provided your home is not unoccupied for 30 days or more.Back to FAQs
Do you cover contents in a garage or outbuilding?
If the outbuilding is locked then contents are covered up to £500. If the outbuilding is unlocked then they are only covered up to £250.Back to FAQs
Do you cover contents in the garden?
Yes, up to £500. See page 21 of the policy wording.Back to FAQs
Do you cover lost/stolen cards?
Yes, up to £750. You must report the loss to the police within 24 hours of discovering it.Back to FAQs
How do I make a claim?
Call Direct Group on 0344 412 4259 as soon as possible after the event, and always within 30 days. Full instructions can be found within your policy wording.Back to FAQs
Is there a maximum number of claims I can make per year?
We do not impose a limit on the number of times you claim in a year, however your previous claims will be taken into account when you take out cover and at each renewal, and your premium will be calculated accordingly.Back to FAQs
Do previous claims affect my premium?
When you take out a policy with us, we will ask you about any claims you have had in the last three years. This will be considered when we calculate your insurance premium.Back to FAQs
Can I upgrade or downgrade my cover?
Our home insurance provides one comprehensive level of cover for buildings, contents or both. We do not currently offer any upgrades.Back to FAQs
Do I need to tell you if I move to a new house?
Yes please – just call or email us and we will adjust your policy and advise you of any change in premium.Back to FAQs
Can I cancel my policy?
If you wish to cancel for any reason and do so within 14 days of the start date of the policy, you will receive a refund unless a claim has been made. We may retain an amount that reflects the administrative costs of arranging and cancelling the policy.
If you wish to cancel your policy after 14 days you will be entitled to a pro-rata return of premium providing no claims have been made or are pending.Back to FAQs
How do monthly payments work?
If you choose to pay monthly for your home insurance, you will be covered for one month at a time – similar to other products you may be familiar with like Spotify or Netflix. At the end of each month your policy will renew, at which point we will collect your next monthly premium. The agreement you have with us is not a credit agreement, where one years’ cover is split over twelve monthly installments.Back to FAQs
How do I renew my policy?
If you choose to pay monthly, your policy will renew automatically each month and we will send you confirmation.
If you choose to pay annually, we will contact you two weeks before your renewal date to let you know your renewal premium. If you are happy, you won’t need to do anything as your cover will renew automatically. If you want to make any changes, just let us know.Back to FAQs