Home Insurance Customer Support

We’ll send you details of your renewal and price before your renewal date.  Unless you have asked us not to, your policy will 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. To do so, please get in touch with us. If you have chosen this, you will need to call us on 0345 850 5500 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.

If your policy number begins with NHP or SBY buildings means the structure of your property, fixtures and fittings, patios, terraces, footpaths, swimming pools, tennis courts, drives, walls, roofs, fences, hedges and gates.

If your policy begins with HBP, buildings means the house, bungalow, flat or maisonette at the address shown on your policy schedule, including its outbuildings such as garages, sheds, and greenhouses. This includes their permanent fixtures and fittings such as fitted kitchens and bathrooms, and:

• Underground cables, pipes, drains and tanks, and their inspection covers.
• Walls, gates, fences, hedges, paths, driveways, balconies, decking, gardens, ponds, trees, patios and tennis courts.
• Fixed wind turbines and solar panels.
• Permanent swimming pools and saunas, and fixed hot tubs.

Contents means items you would probably take with you if you move home, including curtains, furniture, digitally downloaded content, electrical appliances, valuables, clothing and personal effects.

If your policy number begins with NHP or SBY, your contents cover provides up to £500 for items usually kept outside, such as barbeques or garden furniture.

If you policy begins with HBP ‘Contents in the open’ provides cover to £1,000. There is also a separate limit of £1,000 for ‘Trees & plants’.

If your policy begins with NHP or SBY, trace and access cover isn’t available under your policy.

If your policy number begins with HBP and it is necessary to damage your buildings to find and/or get to the leak and it is from a home appliance, or a 
fixed  water or heating system, we’ll pay for: 

• the cost of finding the leak, and 
• repairing the damage caused in getting to the leak. 

If you or your plumber need to damage your buildings, your insurer will need to agree to the work before it takes place.

If your policy number begins with NHP or SBY and you have contents insurance this includes up to £500 cover per bicycle while it’s in your home. For cover away from the home, bicycle cover is included under Personal Belongings, up to £500 per bicycle. 

If your policy begins with HBP and you have contents insurance and your bicycle is in the outbuilding then it’s covered up to the single item limit of £2,000, and covered within the £5,000 outbuildings limit. If the bicycle is left in the open in the garden then the limit is £1,000. ‘Away from home’ cover also provides cover for your bicycle.  Please check your policy schedule for level of cover.      

If your policy number begins with NHP or SBY you have up to £5000 cover for office equipment in the home included. There’s a limit of £1500 for any single item.

If your policy number begins with HBP office contents and equipment is included within your contents cover.  Please check your policy schedule for level of cover.

If your policy number begins with NHP or SBY and you have added Personal Belongings to your policy they’re covered, up to the limit shown in your schedule, against theft, loss or accidental damage while away from your home but within the British Isles. If you go abroad, they’re covered for a maximum of 60 days in any 12 month period. There’s a limit of £1,500 for any single item. Refer to your policy schedule for details of other limits.

If your policy number begins with HBP and you have selected ‘Away from home cover’ you are covered for your contents and students’ contents when temporarily away from your home, anywhere in the world. If you have chosen to cover a specified item away from your home, this item will be covered under this section up to the amount you have specified it for. No other items will be covered unless you have also chosen ‘Away from home cover’. Please check your policy schedule to see what level of cover you have.     
 

If your policy number begins with NHP or SBY it covers accidental damage caused by you, or your family, to your buildings or contents, such as paint spillages or damaged caused by pets.

If your policy begins with HBP it covers accidental damage caused by you, or your family, to your buildings or contents, for example, a football smashes your window or you spill a drink on your carpet.     
Please check your policy schedule to find out if you have this cover. 
 

If your policy number begins with HBP students belongings are covered under ‘Away from home’. Please check your policy schedule to see what cover you have.

For policies which renew on or after 25th October 2019:

Yes, just call us on 0345 850 5500 for a quote

Home Emergency cover is underwritten by AWP P&C SA and is administered in the UK by Allianz Global Assistance. Allianz Global Assistance is a trading name of AWP Assistance UK Ltd,102 George Street, Croydon CR9 6HD. AWP P&C SA is authorised by L’Autorité de Contrôle Prudentiel et de Résolution in France and the Prudential Regulation Authority and subject to limited regulation by the Financial Conduct Authority and Prudential Regulation Authority. Details about the extent of our authorisation and regulation by the Prudential Regulation Authority, and regulation by the Financial Conduct Authority, are available from us on request

If your policy number begins HBP and you have either Gold or Silver cover then legal expenses covers things such as employment disputes, injury and disputes over faulty goods or services.  

The insurance provided in respect of Legal Expenses has been arranged by Lloyds Bank Insurance Services Limited and is jointly administered by Arc Legal Assistance Limited, and Legal Insurance Management Ltd, who administer this insurance on behalf of the insurer, Royal & Sun Alliance Insurance plc.

If your policy number begins with NHP or SBY and you have at least five years’ no claims discount you can protect this for an additional premium. With protected NCD you can make one buildings and one contents claim in any policy year without losing any no claims discount.

If your policy number begins with HBP, it is not possible to protect your NCD. Your claims history will still be taken into account when we set the price for your policy.

We don’t make any charges if you decide to pay monthly, amend your policy or cancel your policy mid-term.

Just call us on 0345 850 5500.

Call us on 0345 850 5500 to arrange cover for your new home.

If you renovate or extend your house you need to make sure that you still have enough cover. Call us on 0345 850 5500 to discuss your cover level before you start work on your property.

We’ll send you a renewal notice before your policy expires. This will contain information about your premium and your cover. Check that’ it’s correct and let us know if you want to make any changes.

If you pay by Direct Debit we’ll continue to collect your renewal payment in this way, unless you tell us not to. If you pay by card or by cheque, you’ll need to call us to make a payment at renewal. Our number is 0345 850 5500.

Call 0345 850 5500. We’ll refund any unused premium, provided no claim has been registered during the policy term.

     To make a claim: 0345 850 5500. We're open Monday to Friday 8am-6pm and 9am-1pm on Saturdays
     24 hour home emergency helpline: 0345 603 2252
     24 hour Eurolaw legal helpline: 0345 603 2257

For policies beginning with HBP storm conditions are defined in you policy wording as strong winds over 55mph, and/or hail or snow that’s extreme enough to damage hard surfaces or break glass. Rain alone is not a storm. 

Flood Re is a scheme developed by the insurance industry and the Government to help insurers make flood cover as widely available as possible. With Flood Re, Sainsbury's Bank Home Insurance customers still purchase their policy in the normal way, and any claims will continue to be handled by us. For further information about how Flood Re works please visit www.floodre.co.uk.