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'll 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’ve selected and the excess amounts you’ve chosen.
How do I find my policy number? expandable section

If you're registered for Online Banking, you can sign in and see you policy number there. Otherwise, you can find it on any letters we’ve sent you.

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

We’ll 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 won’t be insured.
Can I view my cover details online? expandable section

If you’re registered for Online Banking, you can sign in 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'll pay claims where your contents are lost or stolen while you're moving home. We'll do this if they're being moved within the United Kingdom by a professional removal firm. They'll also be covered while they're being stored by the firm for up to three days.

We may also pay claims for accidental damage, depending on what kind of cover your 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 982 5347 If you’re buying a policy on behalf of someone else, you’ll 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 604 6473 If your policy starts with HAP, please call: 0345 300 5178	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 604 6473 If your policy starts with HAP, please call: 0345 300 5178	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 1425 If your policy starts with HAP, please call: 0345 122 1511	Line opening hours 24-hours a day.

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