Frequently asked questions – home insurance

What type of home insurance cover is available to me?

We offer 3 types of cover: Buildings Only, Contents Only and Buildings and Contents combined. You can only take out Buildings insurance if you own the property outright or have a mortgage. If you select the Buildings and Contents option, you will qualify for a combined discount of up to 20%

How far in advance can I take out my policy?

When you purchase a policy through us you can opt to start cover either immediately or at anytime up 30 days in advance.

My property is a grade 1 or an A listed building. Am I able to be covered?

At Hastings Direct we can cover any grade 2 listed building but you will need to call our team on 0800 99 1066. We do not cover grade 1 or A listed buildings. However, our specialist home insurance team at Insure may be able to provide you with a bespoke quotation. Please call 0800 048 3136.

Is my pedal bike covered under Contents?

If your bike is stolen from home this is usually covered. However, if it is stolen away from your home, it will only be covered if you have selected Personal Belongings cover. Limits and restrictions apply; please refer to policy wording for full details.

What if I decide to let my property to tenants?

Any property you are planning to let is regarded as a commercial venture and, as such, we are unable to provide cover. However, our specialist home insurance team at Insure may be able to provide you with a bespoke quotation. Please call 0800 048 3136

Are my contents covered outside of my home or if I take them on holiday with me?

No, not automatically. Your contents insurance usually covers items that are temporarily away from home but in another building, like your office. You'll need Personal Belongings cover for items such as jewellery, money, credit cards, luggage etc…

What is the meaning of a bedroom?

A bedroom is defined as a room used as, or originally built to be a bedroom, even if it's currently being used for another purpose such as a study.

Does my buildings insurance cover my outbuildings?

All domestic garages, outbuildings, sheds, extensions and conservatories are covered under the Buildings section of your policy. You should make sure that your buildings sum insured includes the rebuilding cost of these structures.

How much should I insure my Home and Contents for?

Building: This should be insured for the cost of rebuilding (not the current market value) which can usually be found on the buyers' report or survey from when you purchased the property. If this was more than two years ago you will need to take increased inflation into account. Contents: As a guide, contents are all of the items you would be likely to take when moving out, including carpets, curtains, furniture, electrical appliances, valuables, clothing and personal items. You should insure your contents for the total amount it would take to replace them at today's prices.

What is personal items cover?

If you add this optional cover it gives you extra protection for your portable possessions, such as pedal cycles, jewellery, glasses, laptops, cameras and mobile phones for when they are outside of your home both in the UK and abroad for the limit shown in your policy documents, You will need to specify certain items to ensure they are covered by your policy including: Any items individually valued over £1000 Any pedal cycles, mobile phones, laptops, sports equipment, musical instruments, video cameras or contact lenses, regardless of their value.

What is accidental damage cover and do I get it automatically

Limited accidental cover, which includes damage to items such as fixed glass within your building, fixed sanitary fittings, ceramic glass in cooker hobs and some electrical items, is usually provided automatically. We do advise the inclusion of extended Accidental Damage Cover for peace of mind. This can be added to your policy for an additional premium and covers a wider range of damage. For example, if you put your foot through the ceiling whilst you're up in the loft, the extended Accidental Damage extension to your buildings policy would cover this. If you accidentally dropped a tin of paint onto your sofa whilst decorating, the extended Accidental Damage extension to your contents policy would ensure this was covered.

Do I need to specify all my valuables such as jewellery and computers?

No, you only need to specify items that are worth more than £1500 and come under the definition of a 'valuable' - for example:
Antiques
Articles of gold, silver and other precious metals and stones
Clocks
Pictures, sculptures and other works of art
Collections of stamps, coins or medals

Please note that our insurers may ask for a valuation or purchase receipt within the first few weeks of taking out your policy or in the event of a claim. If you are unable to provide any of these items it could result in your claim being delayed or rejected.

What if I want to change some details on my policy?

Amendments to your policy may include a charge of £35 plus the insurer charge. Please see full terms and conditions for details.

Why has my direct debit amount changed?

If you make any changes to your policy your remaining direct debit instalments will be adjusted accordingly.

What method of payment do you accept?

We accept most debit or credit cards (with the exception of American Express) for payment in full.

Can I renew my policy online?

Unfortunately, we cannot currently offer this facility. Please call our contact centre on 0800 99 1066 to discuss your renewal.

How do I make a claim?

You will need to call 0844 8000 736. We will take the details and put you in touch with your underwriter, who will arrange for an assessor to visit you if appropriate.

Do I pay an excess if I make a claim?

In most cases, an excess is payable and could vary by the type of claim. There are usually 2 types of excess applied:

Compulsory Excess
This is the amount set by your insurer and must be paid in the event of a claim. The amount varies, depending on the type of claim - please check policy documents for full details

Voluntary Excess
This is the amount you may choose to pay over and above the compulsory excess. The higher you set your voluntary excess, the lower your premium can be.

What is Family Legal Protection?

This optional cover allows you to protect yourself and your family who live with you in your permanent address. It provides unlimited 24 hour access to a legal advice and debt counselling service and cover for legal and professional fees up to £75,000 when pursuing civil legal proceedings for the following insured events:

• Your death or personal injury
• Contract claims against a person / organisation providing defective goods or services.
• Personal Injury claims against the responsible person / organisation
• Action for nuisance and trespass relating to your home
• Appeals against the decision of a Local Education Authority
• Probate disputes
• Motoring Prosecutions
• Personal Tax Problems

In addition, when you purchase our Family Legal Protecion you will be given access to discounted legal services such as will writing and conveyancing etc

Why do I need home emergency cover?

Home emergency cover offers your peace of mind when you need it most. Should you need emergency repairs in a hurry, one call to our helpline despatches a reputable contractor to carry out any immediate repairs. Your insurer will arrange and pay for emergency assistance of up to £750 per claim for the callout charges, parts, labour, materials and VAT costs to carry out an emergency repair.

We will provide this assistance if an emergency affects your home as a result of damage to your roof, plumbing and drainage system, main heating system, domestic power supply, toilet unit and home security.

Doesn't my home insurance cover me for emergencies?

You will be covered for damage to your property and contents. For example, if your central heating system broke down, your policy covers you for any damage caused by leaked water to your carpet or other items. It will not, however, cover the repair, call-out charges and hourly rates.

What if I change my mind about my policy?

All products have a 14 day right of withdrawal but if you cancel after this period you will be charged by the insurer for any cover provided. Please refer to your policy documentation for full details, including any charges or fees that may apply.

You will not get a refund of any of your premium if you have made a claim during the period of insurance, or if you have a pending claim. If you are paying by instalments you must pay the balance of the full annual premium.

How do I cancel?

Please call our cancellations team on 08448 004 598