For further information about the Horizon IT Scandal, please visit our corporate website

Common Home Insurance questions

About your cover

What's covered?

  • Home insurance can cover damage done to your building or contents by accident or through unforeseen events like theft. It can be used to repair damage or replace items including the house itself, and cover can be enhanced by adding on extra insurance, which includes Family Legal Protection, Home Emergency and Accidental Damage cover. An additional cost may apply.

    Contents insurance protects your belongings – anything in your property which isn’t part of its permanent structure – while buildings insurance protects the physical building.

  • By its nature, buildings cover doesn’t cover contents.

    Accidental damage – i.e damage that you or someone in your house does to your property unintentionally – is not covered as standard and can be purchased as an add-on for our Silver policies. With Gold policies, Accidental Damage comes as standard.

    Some elements of wear and tear, like pipes that burst due to age and natural corrosion, may not be covered as standard. It’s important if you live in an old property to make sure that you are covered for things that could go wrong as a result of the property’s age.

    There may be other exclusions that are due to your personal circumstances (for instance, if you or someone in your property smokes), so answer everything accurately when getting a quote to get the most representative figure.

    Check your Insurance Product Information Document (IPID) or Policy Summary for details to ensure the policy suits your needs.

  • Accidental damage which is unexpected and unintended, caused by something sudden and which is not deliberate, is not automatically covered as standard (unless you have a Gold policy) and can be added as an optional extra level of cover. Likewise, if you take personal belongings out of the home, then your contents insurance will not automatically cover you for this, and you should ask our customer service team about the optional Away from Home cover. If you have a Gold policy with us, you will get up to of £3,000 of Personal Belongings Away from the home cover included automatically.

About our partners

  • Premium Credit Ltd are a finance company and responsible for managing the credit agreements for customers paying in monthly instalments. Post Office Insurance has chosen PCL to provide the finance for customers who want to pay for their home insurance by direct debit. You can contact PCL on 03447 369 820. 

  • Ageas Insurance Limited (Ageas) are one of the UK’s largest insurers, protecting millions of people and businesses across the country. Post Office Insurance has chosen Ageas to underwrite our Home insurance products and handle the claims process.

  • DAS Legal Expenses Insurance Company Limited underwrite and provide the Family Legal Protection (FLP) and Home Emergency (HE) insurance cover, offered to Post Office Home insurance customers. They also provide the Legal Helplines service.

Payments and renewals

  • If you choose to pay by monthly instalments, you’ll be charged for the credit, and this is indicated by the (variable) APR%. Premium Credit Limited (PCL) may also charge a £5 facility fee, which covers their ongoing regulatory operating costs of affordability and anti-money laundering checks. This means you pay more for a monthly payment plan than you would for an annual lump sum arrangement.

  • It means that your policy will renew automatically when your policy comes up for renewal next year. It is a convenient, stress-free way of staying insured. We’ll send a reminder 28 days before your renewal date so you can check the details, and make sure you’re still happy to go ahead.

  • Please look at your Policy Summary as the information on this document is specific to you. It includes your personal and property details, the cover you have purchased, the cost of your insurance, your chosen method of payment, any excesses applicable and if you’re set up to auto renew or not.

  • You’ll need to update your details and you can do this in a number of way:

    Post Office Insurance Services
    Fountain Court
    119 Grange Road
    Middlesbrough TS1 2DT

    Please be ready to quote your Home Insurance policy number, which begins with an H followed by digits.

  • If you've received a letter about renewing your policy, please check your renewal invitation. If it says your renewal will automatically renew, you don't need to do anything. And if not, you will need to call us on 03334 439 849.

Managing your account

  • It is a self-service online portal, which allows you to view your documents, and in the future will allow you to make some changes to your policy. For security, you will need to register and set up a personal password to enable access.

  • You can download the policy terms and conditions or view them in your documents on the Self-Service Centre.

  • This is available to view anytime in the “Your documents” section on the Self Service Centre or you can download the Home insurance policy booklet. 

  • Please decide what your complaint relates to and then refer to the “How to make a Complaint” section in your policy booklet.

Coronavirus help

  • The spread of coronavirus (Covid-19) is unprecedented in modern times and we understand this is an incredibly difficult time for families and businesses. Insurers want to support those who are affected by the impact of Covid-19, as well as those who want to help their communities in these challenging times.

    ABI motor and home insurers have pledged to:

    1. Support those who need to make a claim. Insurers have implemented business continuity plans and work closely with service providers to do everything possible in these challenging circumstances to continue to handle claims and support their customers.  We recognise there will be many customers who will need additional support and insurers will prioritise those in vulnerable circumstances 
    2. Support those who are working from home. If you are an office-based worker and need to work from home because of government advice or because you need to self-isolate, your home insurance cover will not be affected. You do not need to contact your insurer to update your documents or extend your cover 

    Association of British Insurers 20 March 2020

  • If you’re experiencing difficulty in paying your insurance premium during the current Covid-19 situation, Post Office Insurance are here to help. Please email us at so we can review your individual circumstances and consider the help we can offer, before we call you back to discuss.

  • Call our claims team on 0345 165 0915. They are available 24/7 every day of the year.

Manage your policy or retrieve a quote

If you’re an existing customer, log in here to manage your policy or find a quote you’ve received from us

You can view and adjust your policy online or download your documents.

Identify your policy

Your policy number will begin with the letter H followed by 11 digits.

You’ll find it on the top right of any letters from us and across the top of any emails.

To make a claim

Call us 24 hours a day, 7 days a week

How to contact Claims

Call us on: 0345 165 0915

Alternatively, make a claim using our eClaim service.

Visit: Online eClaim service on Ageas

Contact us

Monday to Friday: 8am – 8pm
Saturday: 9am – 5pm
Sundays and bank holidays: 10am – 4pm

To get a quote

Call us on: 0333 44 39 848

To renew your policy

Call us on: 0333 44 39 850

Other enquiries

For general enquiries about Home Insurance or your policy, please contact our customer service team.

Call us on: 0333 44 39 850

Or email us at:

Call charges: calls to 03 numbers will cost no more than calling a standard geographic number starting with 01 or 02 from your fixed line or mobile and may be included in your call package dependent on your service provider. Calls may be monitored or recorded for training and compliance purposes.