Contents Insurance Claims frequently asked questions

These questions and answers are here to help you with your Household Insurance purchase. The answers given are meant as a guide, before you buy your policy you should check the individual terms and conditions shown in the insurers policy wording.

Would my garden fences be covered if blown down in a storm?

Unfortunately not. Your insurance policy will exclude damage caused to fences, hedges, gates and walls by storm, falling trees, telegraph poles and the like.

Is a fitted kitchen part of the buildings or should I insure it on the contents policy?

It’s a good rule of thumb to say if a fixture or fitting would normally be sold with the house then it is part of the buildings (i.e. fitted wardrobes, kitchens and bathroom suites.) However, if your home is leasehold or rented and you have installed, say, a fitted kitchen, then it is advisable to insure such items under your contents policy.

If I don’t insure for the full amount what would happen in the event of a claim?

If you only insured your building for, say, half of it’s replacement value then you would only be paid half of the claim. That’s called the ‘average’ clause. If you don’t pay the full premium you can’t expect the insurer to pay the full claim. (The same applies to your contents.)

Are there any excesses under a household policy?

Yes there are. There are several. If you were to suffer a loss because of subsidence or landslip then there is a substantial excess - but then the claim would be very substantial too. For claims caused by storm, burst pipes or flood the excesses tend to be nominal and are there to prevent many small uneconomical to handle claims that would otherwise increase your premium because of the administration needed. You should refer to your policy schedule for the details of these.

If my house were damaged in a fire, what happens whilst it is being repaired?

Our home insurance policy will pay for you to stay in a hotel or other accommodation, if it is unreasonable for you to remain in the home because of damage caused by fire (or storm or water or subsidence or impact damage).

My friend broke the yellow basin in the bathroom at his house by dropping a glass bottle. His insurance company only paid for a new basin and not the whole suite and it wasn’t a perfect colour match. What would you have done?

The same. This is called the ‘matching items clause’. Insurers will pay for the item that is damaged or give you an allowance against a complete new suite if it is impossible to replace the broken item with something acceptable.

If I had a break-in and the locks and a door were damaged as well as something being stolen, would I have to pay an excess under the buildings insurance and the contents insurance sections of the policy?

Normally only one excess would apply assuming of course that you had both the buildings and contents insured with the same company. It is a very good reason to have both insurances together.

What do I do if something happens that I think is a claim?

Call the claims helpline to register your claim as soon as you can. They are usually open 24 hours a day and 365 days a year. They will be able to advise you whether you have a valid claim. It is important because the insurers use experts that can help to minimise damage and inconvenience and get things back to normal quickly. If there were injury to a person it is very important to report the incident quickly with as much detail as is available. Please have your policy details with you when you call.

What happens if I don’t agree with the amount you are prepared to pay?

You should firstly write to us or the Customer Service Manager of your insurer. If you remain dissatisfied you can write to the airman and Chief Executive of the insurer. If you are still not satisfied you can write to the Insurance Ombudsman Bureau. They are impartial and their decision must be accepted by the insurer.

I heard a weird tale about the action of mortar bees damaging a house. What does this mean?

Such insects can cause major damage but it is very rare. You are responsible for maintaining and looking after your property at all times. Damage caused by the action of insects and vermin, woodworm, fungus, damp and corrosion along with wear and tear are not covered under any household policy. Were squirrels to gain access to your loft, for example, any subsequent damage they caused would not be covered. Squirrels are regarded as vermin.

If one of my radiators burst and leaked water onto the carpet and damaged the decorations would I be covered?

Yes, subject to any excess that was applying to water damage claims. The carpet would be insured under the contents section of your policy and the reinstatement of the decorations under the buildings section. If you spilled coffee or another liquid that caused permanent damage to the carpet then the cost of repair or replacement would only be met if you had taken the Accidental Damage option.

If the Adjuster is paid for by the insurance company how can he be impartial? He’s bound to take the insurer’s side.

It does sound like that would be the case but it is not and has not been the case for a hundred years or more. Adjusters have to be technically qualified and members of The Chartered Institute of Loss Adjusters - who take their independence from insurers very seriously. As with most insurance issues you have the right to disagree with their findings and should address any such disagreement to the managing director at the Insurer.

If I spilled wine on the sofa and it was permanently marked would I be able to claim for a whole suite?

if you had opted for our accidental damage cover the sofa would be replaced (or refurbished). But, just like with bathroom suites the item damaged (beyond economic repair) is the item that the insurance company pays for not the matching chairs. Usually they will offer you a cash equivalent to enable you to buy something appropriate if the sofa cannot be replaced in like manner. The reason insurers use adjusters is that they know real experts in renovation and repair - it may not be irreparable, after all.

I’ve got travel insurance and household insurance and all my baggage is lost. Who do I claim from?

In insurance language the travel insurance is called the ‘more specific insurance’ and it would pay up to its maximum. If the amount lost were bigger than that amount then your insurer would pay the surplus (subject of course to your sums insured being adequate and the circumstances of the claim).

Is my squash racquet insured under the personal effects item?

Breakage in the course of play or use is excluded but theft and damage outside the court would be insured subject to an excess of £50. The same applies to most other sports equipment and musical instruments.