Help and contact

We are here to help whether it is online, in chat or over the phone.

What is an excess? expandable section

An excess is the amount you will pay towards any successful claim you make. 

So, if you have an excess of £300, and make a claim for £1,000, you only pay £300 and we pay £700. 

The excess that applies to your policy will vary, depending on the level of cover you have selected and the excess amounts you have chosen.
How do I find my policy number? expandable section

If you are registered for Internet Banking, you can log on and see you policy number there. Otherwise, you can find it on any letters we have sent you.

It always starts with 3 letters (e.g. HBP123456789).
Does my home insurance renew automatically? expandable section

We will send you details of your renewal and price before your renewal date. Unless you have asked us not to, your policy will be set to renew each year automatically. You may still need to contact us to pay for your policy.

You can choose not to automatically renew at any time. If you have chosen this, you will need to contact us before your renewal date if you wish to stay covered with us. If you forget to renew or don’t get a new policy, your home will not be insured.
Can I view my cover details online? expandable section

If you are registered for Internet Banking, you can log on to view your cover details. You can check your policy number, see a summary of your excess, and open your Digital Inbox to view your policy documents.
Do you cover my contents when I’m moving home? expandable section

We will pay claims where your contents are lost or stolen while you are moving home. We will do this if they are being moved within the United Kingdom by a professional removal firm. They will also be covered while they are being stored by the firm for up to three days.

We may also pay claims for accidental damage, depending on what kind of cover you have.

Need to talk about buying one of our Home Insurance policies?	Contact numbers	Line opening hours
Need to talk about buying one of our Home Insurance policies? Get a quote or switch your home insurance Buying a new home insurance policy	Contact numbers 0345 605 0521 If you are buying a policy on behalf of someone else, you will need to have them with you when you call.	Line opening hours Mon-Fri: 8am - 6pm. Sat: 9am - 1pm.

Already have a policy with us?	Contact numbers	Line opening hours
Already have a policy with us? Make a claim or check on an open claim Cancel your policy Renew and pay for your policy Manage your policy Amend your level of cover Update your personal details Let us know about any changes that might affect your policy Manage how your policy renews Let someone you trust talk to us on your behalf	Contact numbers If your policy starts with HBP, please call: 0345 300 5177 If your policy starts with HAP, please call: 0345 604 6705	Line opening hours Mon-Fri: 8am - 6pm. Sat: 9am - 1pm.

Need to make an urgent claim?	Contact numbers	Line opening hours
Need to make an urgent claim? If your home suddenly becomes unfit to live in, due to a fire or flood for example, you may need to make an urgent claim outside of our normal opening hours. Call our out of hours service for support in these situations.	Contact numbers If your policy starts with HBP, please call: 0345 300 5177 If your policy starts with HAP, please call: 0345 604 6705	Line opening hours Out of hours urgent assistance: Mon-Fri: 6pm - 8am. Sat. 1pm to Mon: 8am.

Need to discuss legal expenses?	Contact numbers	Line opening hours
Need to discuss legal expenses? Legal expenses helpline	Contact numbers If your policy starts with HBP, please call: 0345 300 0521 If your policy starts with HAP, please call: 0345 266 6684	Line opening hours 24-hours a day.

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