We are able to offer insurance through a carefully selected panel of insurers which enables us to provide you with competitively priced quality products and services.

A policy excess is a contributory amount you pay when making a claim, the remaining claim amount is covered by the insurer.

Whether you purchase your policy over the phone or online, immediate cover is available.

Your buildings are classed as the actual structure of your home and its decorations including most fixtures and fittings. It will usually also include external structures such as drives, patios, garages and boundary walls. If you have any doubt about whether part of your home is covered please call our Customer Services Helpline on 0800 692 0800.

Your contents are classed as your household goods, valuables and personal belongings within the home. These must be your property or the property of your family who permanently reside with you. If you have any questions about your cover please call our Customer Services Helpline on 0800 692 0800.

Extended accidental damage cover is available as a separate option with both our buildings and our contents insurance. For buildings insurance, accidental damage covers unexpected and unintended damage to your building caused by sudden and external means. For example, accidental damage cover would allow you to claim if you accidentally put a foot through the ceiling whilst walking through the loft. For contents insurance, this will cover you if you spill wine on the carpet or accidentally broke an ornament.  There are certain limits and exclusions. If you have any questions about your cover please call our Customer Services Helpline on 0800 692 0800.

This option covers your pedal cycles for loss or damage both within and outside the home and can even cover your cycles if you take them abroad on holiday (the standard contents policy does offer a limited amount of cover for pedal cycles, but only within your home). There are certain limits and exclusions.

You can choose to extend your contents insurance by adding valuables and personal belongings cover. This provides extra cover for items taken away from the home, such as items of jewellery and watches, photographic equipment and other items that are worn or carried with you. There are certain limits and exclusions.

Cover can be extended to include theft or accidental loss of money up to £350 and amounts you become legally liable to pay as a result of unauthorised use of your credit card following loss or theft up to £500. There are certain limits and exclusions.

Cover can be extended to cover the cost of replacing food in your freezer following contamination by refrigerant fumes or a change in temperature up to £300. There are certain limits and exclusions.

Included with your policy is legal expenses cover up to £50,000 for claims arising from contracts of employment, consumer disputes and personal injury and includes a 24 hour legal helpline.  Terms and conditions apply.

For buildings insurance, you should insure your home for its full re-building cost i.e. how much it would cost to rebuild your home if it was totally destroyed. This is different to the market value of your home.

You can find your home's rebuilding cost on the Valuation Report - or Survey - you had done when you took out your mortgage (although, if it is more than a couple of years old, it might need to be increased to take account of inflation). It is down to the customer to decide on the level of cover.

For contents insurance, you should insure the contents of your home for how much it would cost you to replace them new today.

For each year you remain claim free a no claims discount can be earned – up to a total of 30% in total. Any no claims discount earned with another insurer can also be transferred.

We take care to provide the highest standards of service. However, should you have cause to make a complaint, you can do this by contacting a senior member of our team on 0800 692 0800 or by writing to our Customer Relations Department at Phoenix Court, Jacobs Well Lane, Wakefield WF1 3NT.

• Your complaint will be acknowledged within 5 working days.
• We aim to resolve complaints within 20 working days.

Once an assessment and full investigation of your concerns has been made, we will respond with a decision.

Most complaints can be resolved quickly, but occasionally more detailed enquiries may be required. If this is likely we will contact you with an update and give you an expected date of response.

If you are dissatisfied with our response you can contact either: -

The Chief Executive of your Insurance Company at the registered office address show on your schedule. Or if your schedule shows “at Lloyds”, you should write to the following address:-

Complaints Department
One Lime Street
London
EC3M 7HA

If you are still dissatisfied with the decision you may contact:-

The Financial Ombudsman Service
South Quay Plaza
183 Marsh Wall
London
E14 9SR

Their telephone number is 0845 080 1800

The FOS will tell you whether they can consider your complaint. You may be entitled to compensation. The FOS will only consider your complaint once you have a final decision from us. However, please ensure that, in the first instance, you advise us of any issues you may have.

FINANCIAL SERVICES COMPENSATION SCHEME (FSCS)

If your insurance company is unable to meet its liabilities under the insurance, you may be entitled to compensation from the FSCS. The first £2,000 of a claim is protected in full and 90% of the remainder of the claim will be met. You can get further details at www.fscs.org.uk or by calling 020 7892 7300.