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Common home insurance questions

About your cover

What's covered?

  • Home insurance can cover loss of or damage to your building or its contents. This might be caused by accidents or unforeseen events like theft. It can be used to repair damage or replace items, including the house itself.

    Buildings insurance protects the physical structure. Contents insurance protects your belongings. That’s anything inside that isn’t part of the permanent structure.

    You can add optional cover to home insurance for an extra charge, too. With a Post Office policy, these options are:

    • Family legal protection
    • Home emergency
    • Accidental damage
  • Buildings cover doesn’t cover contents, just the property structure.

    Accidental damage to the property is only covered as standard on our gold policies. You can pay a little more each month to add it to silver policies.

    Some wear and tear may not be covered as standard. For instance, pipes that burst due to age and natural corrosion.

    If you live in an old property, make sure you’re covered for things that might go wrong due to its age.

    Your personal circumstances could mean there are other exclusions. For instance, if you or someone in your property smokes.

    Answer all questions fully and accurately to get a quote that’s right for your needs. Always read the policy summary document and Insurance Product Information Document (IPID) carefully.

  • Not all contents insurance covers sudden and unexpected accidental damage. It comes as standard with our gold policy. By paying a little extra, you can add the cover to a silver policy.

    Insurance for the personal belongings you take away from the home isn’t always covered. Our gold policies do include up to £3,000 of cover for this. And you have the option to buy this extra cover to add on to your silver policy.

About our partners

  • Premium Credit Ltd is the finance company responsible for managing the credit agreements of 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) is one of the UK’s largest insurers. It protects millions of people and businesses across the country. Post Office Insurance has chosen Ageas to underwrite our home insurance products and manage the claims process.

  • DAS Legal Expenses Insurance Company Limited underwrites and provides the family legal protection (FLP) and home emergency (HE) insurance cover to Post Office Home insurance customers. It also provides our Legal Helplines service.

Payments and renewals

Making payments

  • Yes, you’ll pay more monthly than if you pay once a year. If you pay monthly, you’ll be charged for the credit. This is indicated by the (variable) APR%. Premium Credit Limited (PCL) may also charge a £5 facility fee. This covers their ongoing regulatory operating costs of affordability and anti-money laundering checks.

  • Please contact us if you’re having trouble paying for your home insurance. We’ll review your circumstances and call you to discuss the support we can offer.


Policy renewals

  • Auto renewal means your policy will renew automatically when it reaches its end date. It’s a convenient, stress-free way to stay 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 check your policy summary, which contains details specific to you, including:

    • Your personal and property details
    • The cover you’ve bought from us
    • The cost of your insurance
    • Your chosen way to pay
    • Any excesses to pay if you claim
    • Whether or not you’re set up to auto renew
  • You’ll need to update your details. You can do this in a few ways.

    Call us on 03334 439 850

    Log into the self service centre

    Email us at

    Write to:

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

    Please be ready to quote your home insurance policy number. This begins with an H followed by digits.

  • If your renewal says your policy will automatically renew, you don't need to do anything. If it doesn’t but you’d like to renew, please call us on 03334 439 849.

Managing your account

  • It’s a self-service online portal where you can view your insurance documents. In the future, you’ll also be able to make changes to your policy in it.

    To access it, you’ll need to register for self-service and set up a personal password for security purposes.

  • You can download the policy terms and conditions. And they’re also available in the “your documents” part of the self-service centre.

  • You can access this any time in the “your documents” part of the self-service centre. You can also download the Post Office Home Insurance policy booklet. 

  • Please check the “How to make a complaint” section in your policy booklet. You'll find ways to contact us based on the nature of your complaint.


  • Our home emergency add-on does not provide cover for:

    • Something that’s not an emergency. This includes damage caused by wear and tear or because. home maintenance hasn’t happened
    • A permanent repair if a temporary one is fair and possible
    • Outdoor pipes that are the responsibility of water or sewage companies
  • The family legal protection add-on does not provide cover for:

    • Claims where the lawyer DAS appoints for you believes you’re unlikely to win your case
    • An insured event that occurred before your policy began
    • Divorce and custody or harassment cases

Manage your policy or retrieve a quote

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

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

Identify your policy

Your policy number starts 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 our claims team

Call us on: 0345 165 0915

Or make a claim online.

Visit: Online claims with 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 home insurance or policy enquiries, please contact our customer service team.

Call us on: 0333 44 39 850

Or email us at:

Complaints data


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.