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Home Insurance

Existing Customers

We have made changes to how we manage and provide our home insurance policies, so please make sure you read the information below carefully.

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Coronavirus / Covid 19 update

 

If you purchased your policy BEFORE 01/10/2019 and it is due to renew BEFORE 01/05/2020.

Please be reassured that the level of cover provided by your insurance policy with us will be unaffected by the outbreak.

If you contact us, there may be longer waiting times than usual as we are working to keep our staff safe - we’ll do our very best to answer your queries as soon as possible.

Please log in to your Self Service Centre in the first instance to view, and manage your policy.

Our webchat team will also be available to help you once logged in.

If you are looking to accept your renewal the easiest way to do this is to visit our website and log into your Self-Service Centre, where you can complete your changes.

Please don’t send us anything by post at the moment.

Difficulty paying your insurance premiums during the Covid-19 crisis?

If you are experiencing difficulty in paying your insurance premium during the current Covid-19 crisis we at Post Office Insurance are here to help. 

Please make a note of your Policy number and when it started or renewed.

Then look under the respective FAQ’s Help & support sections to see how we can help.

Apologies for any inconvenience and thanks for your support.

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If your policy started before 1st October 2019  

Please use the link below to access your Self-Service Centre.

How to use the Self-Service Centre

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Need more help?

For policies starting before 1st October 2019 call: 0345 073 1002


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Coronavirus / Covid 19 update

 

If you purchased your policy AFTER 01/10/2019 and it is due to renew AFTER 01/05/2020.

Please be reassured that the level of cover provided by your insurance policy with us will be unaffected by the outbreak.

If you contact us, there may be longer waiting times than usual as we are working to keep our staff safe - we are sorry and we’ll do our very best to answer your queries as soon as possible.

If you have bought a new policy with us since October 2019 please log in to your Self Service Centre in the first instance to view, and manage your policy.

Our webchat team will also be available to help you once logged in.

If your policy is due to renew from 1st May 2020 and you wish to make any changes or decline your renewal, then please call us. If you chose the auto renewal option and are happy with your renewal you do not need to call as your policy will simply renew.

Please don’t send us anything by post at the moment.

You can email us on homeinsurance@postoffice.co.uk but we will need to talk to you so please provide us with your contact number.

Apologies for any inconvenience and thanks for your support.

Difficulty paying your insurance premiums during the Covid-19 crisis?

If you are experiencing difficulty in paying your insurance premium during the current Covid-19 crisis we at Post Office Insurance are here to help. 

Please make a note of your Policy number and when it started or renewed.

Then look under the respective FAQ’s Help & support sections to see how we can help.

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If your policy started on or after 1st October 2019

 

And your policy number starts with a H, please use the links below.

Login to the Self-Service Centre

Please log in here to access and manage your policy documents 24/7.

Register

Please register here to log into your Self-Service Centre, where you can access and manage your policy documents 24/7.


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Need more help?

For policies starting on or after 1st October 2019 call: 0333 44 39 850

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Find the right contact details for your Policy

Make a claim

Policies bought on or after 1st October 2019 Policies bought before 1st October 2019
To make a buildings and/or contents claim call:

0345 165 0915

Available 24/7
365 days a year

0345 073 1005

Claims line is open 24 hours a day

To renew your policy

Policies bought on or after 1st October 2019 Policies bought before 1st October 2019
To renew your policy call:

0333 44 39 849

Mon to Fri: 8am – 8pm
Sat & Bank Holidays: 9am – 5pm
Sun: 10am – 4pm

0330 018 4082

Mon to Fri: 8am – 8pm
Sat: 9am – 5pm
Sun & Bank Holidays: 10am – 4pm

To speak to our Customer Service team:

Policies bought on or after 1st October 2019 Policies bought before 1st October 2019
To speak to our Customer Service team call:

0333 44 39 850

Mon to Fri: 8am – 8pm
Sat & Bank Holidays: 9am – 5pm
Sun: 10am – 4pm

0345 073 1002

Mon to Fri: 8am – 8pm
Sat: 9am – 5pm
Sun & Bank Holidays: 10am – 4pm

To speak about Family Legal Protection and Home Emergency

To speak to DAS regarding your Family Legal Protection call: 0344 893 0956

To speak to DAS regarding your Home Emergency claims call: 0800 032 9806

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FAQs for a policy that started before 1st October 2019

How are the ABI supporting insurers that have been affected by the impact of Covid 19?

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.

3.    Support those who cannot work from home. If you have to drive to your workplace because of the impact of Covid-19, your insurance policy will be valid. You do not need to contact your insurer to update your documents or extend your cover.

Association of British Insurers
20 March 2020

Having difficulty paying your insurance premiums during the Covid-19 crisis?

We’re here to help as we understand that there may be an impact on people’s livelihoods due to COVID-19. If you think you may be unable to maintain your regular policy payments, please contact us as soon as possible on 0345 073 1002. Our opening hours are Monday-Saturday, 8am-6pm.

 

We have specialists on hand who can discuss your individual circumstances and agree how we can help with your financial situation. There are several ways we may be able to help including; moving your payment dates, agreeing partial payments or payment holidays in the short term and removing any fees applied to your policy.

Don’t wait until you miss a payment as we can help you in advance. We ask that you don’t cancel your payments or direct debits as this can result in your policy being cancelled and we don’t want you to be left uninsured, please get in touch with us in the first instance.

I have a query with my policy which started before 1st October 2019

If you held a Post Office home insurance policy prior to 1st October 2019 and need to speak with Customer Services, please call 0345 073 1002. Opening times are: Mon to Fri: 8am – 8pm, Sat : 9am – 5pm, Sun & Bank Holidays: 10am – 4pm.

What if my policy number is all digits?

This suggests it is a Home insurance policy taken out prior to 1st October 2019. If you need help and want to discuss this policy please call the Customer Services team on 0345 073 1002 or for Claims call 0345 073 1005.

Who are BISL Limited?

BISL Limited is an insurance intermediary and prior to 1st October 2019 have been responsible for the arrangement and administration of Post Office Home policies. If you held a Post Office Home insurance policy prior to 01/10/19 BISL Limited will retain your personal data in line with the Data Protection Notice within your current policy documents. (Please note that BISL will continue to administer Post Office Car and Van policies).

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FAQs for a policy that started on or after 1st October 2019

How are the ABI supporting insurers that have been affected by the impact of Covid 19?

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.

3.    Support those who cannot work from home. If you have to drive to your workplace because of the impact of Covid-19, your insurance policy will be valid. You do not need to contact your insurer to update your documents or extend your cover.

Association of British Insurers
20 March 2020

Having difficulty paying your insurance premiums during the Covid-19 crisis?

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

Where do I find my policy number?

This will begin with the letter H followed by 11 digits and can be found on the top right of any letters from us and across the top of any email. If you need to contact us then call our Customer Services Team on 0333 44 39 850.

What do I do if I have a Claim and my policy begins with Hxxxxxxxxxx/xx?

Call the Claims department on 0345 165 0915. They are available 24/7 every day of the year.

Where can I find the Terms and Conditions that go with my policy?

These are available to view in your documents on the Self-Service Centre and on the Home insurance pages of our Post Office website here.

Where can I find my Policy booklet?

This is available to view in your documents on the Self-Service Centre and on the Home insurance pages of our Post Office website here.

What is the Self-Service Centre or SSC?

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.

Who are Ageas?

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

Who are DAS?

DAS Legal Expenses Insurance Company Limited (DAS) are the UK’s leading specialist legal expenses insurer. Post Office Insurance have chosen DAS to provide our Family Legal Protection and Home Emergency enhanced cover for our Home insurance products.

Who are Premium Credit Limited (PCL)?

Premium Credit Ltd are a finance company and responsible for managing the credit agreements for customers paying in monthly instalments. Post Office Insurance have chosen PCL to provide the finance for customers who want to pay for their home insurance by direct debit.

How can I make a complaint about my Home insurance?

Please decide what your complaint relates to and then refer to the “How to make a Complaint” section in your Policy booklet For Sales and Service please call 0333 44 39 850, for Claims call 0345 165 0915 and for DAS Home Emergency or Family Legal Protection it’s 0344 893 0956.