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    Home Insurance Policy Documents and FAQs

    These pages will give you the help and information you need to make the most of your Lloyds Bank Home Insurance, all in one place. 

    You’ll find information about what’s covered in your policy and making claims, useful phone numbers and answers to frequently asked questions.

    If you haven't bought one of our policies, but would like more information, take a look at the latest policy documents for Lloyds Bank Home Insurance.

    • If you've purchased your cover recently, you can find your policy documents here. Double check that your policy number starts with HAP.

      Home Insurance Policy Booklet

      Here you’ll find all the information you need about what’s covered in your policy, additional cover, terms and conditions, making claims and useful information.

      For policies with a start date on or after 02/09/2018 or which renew on or after 27/10/2018:

      For policies with a start date before 02/09/2018 or which renew before 27/10/2018:

      Home Insurance Policy Limits

      This is a detailed breakdown of the different cover levels and limits your Home Insurance will offer. It does not contain the full terms and conditions, these can be found in the policy booklet above.

      For policies with a start date on or after 02/09/2018 or which renew on or after 27/10/2018:

      Home Emergency Cover

      Home Emergency Cover can help set your mind at rest by covering the cost of emergency repairs. It covers things like electricity failure and damage to locks and windows.

      Policies with an original start date on or after 14/04/2019 are provided by Allianz Global Assistance

      Policies with a start date before 14/04/2019 are underwritten by Royal & Sun Alliance Insurance plc.

    • General enquiries and claims
      0345 300 5177Call 0345 300 5177

      Use this number to check what you’re covered for and whether you can claim. Please have your policy number to hand. Lines are open Monday to Friday, 8am–6pm and Saturday, 9am–1pm.

      24-HOUR EMERGENCY HELPLINE: 0345 3000 170Call 0345 3000 170

      Call this number to arrange for a tradesperson to make any emergency repairs to:

      • Your plumbing, drainage or central heating systems.
      • Your gas or electricity supply systems if they fail.
      • Damaged roofing, locks, doors or windows to secure your home.

      If you've chosen Home Emergency Cover, you may be able to claim the cost of the tradesperson, chosen by us, to deal with the emergency in respect of the call out charge and any materials necessary.

      If Home Emergency Cover was not selected when taking out your policy you’ll need to pay for the emergency repairs, but if the damage is covered by your home insurance policy, you can claim in the normal way.

      Any legal liability, loss or damage to any property or person arising from the provision or delay of the repair services is not covered. This service is provided by AWP Assistance UK Ltd trading as Allianz Global Assistance.

      Legal Helpline
      0345 3000 180Call 0345 3000 180

      Call this 24-hour number for confidential and impartial advice on domestic legal issues, consumer rights and personal tax matters (advice about personal tax matters is only available Monday to Friday, 9am-5pm).

      If you’ve chosen Legal Expenses Cover your policy includes cover of up to £50,000 for agreed costs to pursue a legal claim.

      Legal advice is based on the laws of the member countries of the EU, Isle of Man, Channel Islands, Switzerland and Norway. Legal advice for the countries outside of England and Wales is available Monday to Friday, 9am-5pm, excluding public and bank holidays. If you call outside these times, a message will be taken and a return call arranged within the operating hours.

      This service is provided by DAS Legal Expenses Insurance Company Limited.

      You should also use this number if you need to make a legal expenses claim.

    • Visit our Making an Insurance Claim section to find out how you can make a claim on your home insurance policy or call us on 0345 300 5177Call 0345 300 5177.

    FAQs

    Here are some questions we are frequently asked about our Lloyds Bank Home Insurance (HAP) policy.

    • 1.
      What is the difference between 'Home Insurance' and 'Home Insurance Premier'?

      We recognise that everyone's home insurance needs are different. That’s why we offer two levels of cover for you to choose from: Lloyds Bank Home Insurance – a tailored, flexible offering, and Lloyds Bank Home Insurance Premier – a more inclusive offering where additional cover and higher limits are included as standard.

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    • 2.
      What does buildings insurance cover?

      Buildings insurance covers the structure of your home including the permanent fixtures, fittings and services. This consists of the buildings of your private residence, and your outbuildings if Outbuildings Cover is selected.

      Covers available under buildings insurance are:

      • Buildings Private Residence Cover - this covers the private residence including integral and attached garages and conservatories, gates, fences, paths, driveways and patios.
      • Outbuildings Cover - covers your garages, greenhouses, sheds, summer houses and other similar structures and their fixtures and fittings, when they are detached from the private residence and within the grounds of your home and for which you are legally responsible.
      • Buildings Accidental Damage Cover - covers against accidental damage (caused by accidents which are not expected and not deliberate) to the buildings of your private residence. To protect your outbuildings against accidental damage you'll need to select both Buildings Accidental Damage cover and Outbuildings cover.
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    • 3.
      What does contents insurance cover?

      Contents insurance covers household goods including garden machinery, high risk items and personal effects (items of a personal nature such as clothing and wheelchairs) all owned by you, your family and resident domestic staff or for which you or your family are legally responsible.

      Covers available contents insurance are:

      • Contents Private Residence Cover - covers contents in the private residence, including contents in integral or attached garages and attached conservatories.
      • Contents in outbuildings and in the open cover - covers for loss of or damage to the contents of your garages, greenhouses, sheds, summer houses and other similar structures when they are detached from the private residence and within the grounds of your home and for which you are legally responsible as well as loss of or damage to the contents in the open within the boundaries of your home.
      • Contents Accidental Damage Cover - covers against accidental damage (caused by accidents which are not expected and not deliberate) to the contents of your private residence. To cover the contents of your outbuildings and contents in the open against accidental damage you'll need to select both Contents Accidental Damage Cover and Contents In Outbuildings And In The Open Cover.
      • Personal belongings away from the home cover - personal items worn, used or carried by you or your family in everyday life. The item must be owned by or be the legal responsibility of you or your family.
      • Pedal Cycle Cover - covers loss of or damage, including accidental damage, to pedal cycles and their accessories belonging to you or your family or for which you or your family are legally responsible. Covers your pedal cycles while kept within the boundaries of your home and when away from the home.
      • Students’ contents away from home cover - contents in university halls of residence or rented student accommodation in the British Isles belonging to you or your family when in full time further or higher education.
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    • 4.
      Is my home insurance policy new for old?

      Where we agree to pay for the cost of replacements we'll do so on a 'new for old' basis, if available. If not available we'll pay for the nearest equivalent, less any discounts obtainable.

      If an item is irreplaceable, we will base our payment on expert opinion of its value immediately prior to its loss or damage.

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    • 5.
      Is my PC, laptop, iPad, tablet etc. covered under home insurance?

      All types of computer equipment are classed as High Risk Items.

      Computer equipment in the home individually worth up to £3,000:

      • You can select the total amount of High Risk Items cover you require in your home.
      • You will need to ensure that an adequate High Risk Items total has been selected to cover all the relevant computer equipment items in your home.
      • If you also require accidental damage cover for these you will need to select Contents Accidental Damage Cover.
      • If you require cover for computer equipment in your outbuildings, you will need to select Contents in outbuildings and in the open cover

      Computer equipment in the home individually worth more than £3,000:

      • You can cover these items in your home individually with our Specified Items Cover.
      • Accidental Damage Cover for computer equipment you have specified will be included as part of Specified Items Cover.

      If you require cover for portable computer equipment individually worth up to £3,000, such as your laptop, iPad, tablet, etc. when away from your home, you will need to select Personal belongings away from the home cover.

      To insure computer equipment belonging to you or your family while in university halls of residence or rented student accommodation in the British Isles, you should select Students’ contents away from home cover.

      Please note:

      Computer equipment covered under Specified Items Cover, Personal belongings away from the home cover and Students’ contents away from home cover will automatically be covered for accidental damage.

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    • 6.
      Do you cover mobile phones?

      Mobile Phones are classed as High Risk Items. You will need to ensure that an adequate High Risk Items total has been selected to cover all the relevant items in your home.

      Mobile phones are covered while in your private residence under Contents – Private Residence Cover.

      They'll be covered for accidental damage if you have selected Contents – Accidental Damage Cover.

      They'll be covered in your outbuildings and in the open in the boundaries of your home if you have selected Contents in outbuildings and in the open cover.

      If you’d like them covered while you’re away from home, you should select Personal belongings away from the home cover.

      For mobile phones individually worth more than £3,000 you will need to select Specified Items Cover and indicate the appropriate value.

      To insure mobile phones belonging to you or your family while in university halls of residence or rented student accommodation in the British Isles, you should select Students’ contents away from home cover.

      Please note:

      Mobile phones covered under Specified Items, Personal belongings away from the home cover and Students’ contents away from home cover will automatically be covered for accidental damage.

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    • 7.
      What are high risk items?

      By ‘high risk items’ we mean things that might be attractive to thieves and are easy to steal, such as televisions, laptops, tablets, mobile phones, computers, jewellery, cameras.

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    • 8.
      What is a specified item?

      By 'specified items' we mean high risk items or personal belongings that are individually worth more than £3,000. You can specify items to be covered within your private residence, your outbuildings and in the open within the boundaries of your home, and when you take them outside the boundaries of your home.

      Find out more about specified items

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    • 9.
      What do you class as 'personal belongings'?

      By 'personal belongings' we mean personal items worn, used or carried by you or your family in everyday life. The item must be owned by or be the legal responsibility of you or your family.

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    • 10.
      Do you cover my contents when I'm moving home?

      We will cover loss of, or damage to, your contents when you move home if the damage is caused by a professional removal contractor while moving them from your home to another permanent home in the British Isles.

      Your contents are also covered if any damage is caused while they are being held in temporary storage by the removal firm for up to 72 hours.

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    • 11.
      Do you provide cover for belongings outside the home or when I go on holiday?

      If you add Personal belongings away from the home cover to your policy you'll be protected against:

      • theft, accidental loss of or accidental damage to personal belongings
      • theft or accidental loss of money belonging to you or your family, or for which you or your family are legally responsible.

      We don't class pedal cycles as personal belongings, so If you require cover for pedal cycles whilst they are within or away from your home, you will need Pedal Cycle Cover.

      If you require cover for students’ contents while in a college, university halls of residence or rented student accommodation in the British Isles you will need Students’ contents away from home cover.

      Find out more about Personal belongings away from the home cover

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    • 12.
      What is an excess?

      An excess is the amount that you contribute towards the cost of a claim. For example, if you have storm damage to your roof that will cost £1,000 to repair and your policy has an excess of £100, you’ll be asked to pay the excess of £100 but can claim for £900 (the cost minus the excess). The excesses that apply to your policy will vary, depending on the covers you’ve selected and the excess amounts you’ve chosen.

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    • 13.
      When will my first payment be taken?

      When you purchase a home insurance policy we'll ask if you'd prefer to pay monthly or annually.

      If you choose to pay monthly

      You'll be able to select which day of the month you'd prefer to make your monthly payment on. Full details of when your monthly payments are due and the amount of each payment will be contained in your credit agreement.

      If you choose to pay annually

      If you are paying by debit or credit card, the payment will be taken immediately.

      If you are paying by annual direct debit, we will take the payment, either on the start date of the policy or 14 days after you set the policy up, whichever is later.

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    • 14.
      What do you mean by a 'paid claim'?

      By 'paid claim' we mean any occasion when you've received a payment, had damage repaired or a damaged item repaired or replaced as part of a home insurance claim.

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    • 15.
      What do I do if I am struggling to pay for my home insurance?

      Many people experience money problems at some stage of their lives. We may be able to help.

      If you are having trouble paying for your Lloyds home insurance, please don't ignore the problem. There are a variety of options available that may ease your situation and ultimately help to resolve the issue.

      This section explains the things that you should consider and the actions that we'll take to help you.

      Call us on the phone number below as soon as possible:

      0345 300 5177

      (Lines are open 8am - 6pm Mon-Fri, 9am - 1pm Sat)

      Where we can help

      We may be able to help in a number of different ways:

      • Offer to change the method by which you make your payments or the date on which you make them
      • Arrange an affordable payment plan for repayment of any unpaid premiums and credit charges, taking both your interests and our responsibilities as the lender into account. If we contact you, please reply so we can try and help.
      • Give you a reasonable, additional period of time to pay for your home insurance premiums and credit charges.
      • See if a change to the level of your insurance cover would be better suited to meet your needs.

      Additional things to consider

      • Pay all your essential bills first, such as your mortgage, utility bills (electricity, gas, water), insurance, council tax and food.
      • Check whether you can get any state benefits or tax credits which could help to increase your income.
      • Seek independent debt advice, such as from Citizens Advice, Step Change Debt Charity or National Debtline if you'd like help with managing your finances.
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    Important legal information

    Lloyds Bank plc. Registered office: 25 Gresham Street, London EC2V 7HN. Registered in England and Wales No. 2065. Lloyds Bank plc is authorised by the Prudential Regulation Authority and regulated by the Financial Conduct Authority and the Prudential Regulation Authority under registration number 119278.