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Frequently asked questions

Our team is more than happy to answer any questions you may have. 

Questions about home insurance

From 4th May 2023 we are unable to accept instructions or provide cover for additional properties.
From 4th May 2023 we are unable to accept instructions or provide cover for a change of address.

The buildings sum insured should cover the total cost to rebuild the property in the event of a total loss. It is not should not reflect the market value.

The rebuild cost must include the full cost of rebuilding the structure of the main home, all it's fixtures and fittings, all outbuildings used for domestic purposes (sheds, garages, greenhouses or similar), all boundary walls, drives, patios etc and any other structural items such as swimming pools. It must also include the cost of removal of rubble and debris, professional fees such as surveyors and architects, as well as all building materials and labour costs.

For larger properties, Listed buildings or those of unusual construction, it may be advisable to seek professional advice from a building surveyor.

Further advice and help can be found along with a property rebuilding calculator on The Association of British Insurers website.

It is important that the sums insured are up to date and accurately reflect the value of all items as new including, where necessary, specifying items of fine art and antiques or jewellery and watches which are above the single article limits of the product chosen. These limits are outlined in our policy wordings.
Our home insurance policies are underwritten on an "all-risks" basis which includes accidental damage cover as standard.
You can make a claim to our dedicated team, the contact details can be found on our claims page or you can advise us of a new claim through Home & Legacy Online.
Our contents checklist  can be used to assist in calculating the total value of contents in the home. The value should represent the total cost of replacing the items as new, not the original purchase price.

If the contents include a number of fine art or antiques or items of Jewellery and Watches, it is advisable to use the services of a professional valuer.  Home & Legacy can recommend an appropriate expert. 

If building works are being undertaken, or planned it is important that you let us know as soon as possible. Please note that there are conditions and exclusions contained within the policy wordings relating to planned or ongoing building works. 
Our policies provide you with broad cover for your home and valuables.
In each section of our policy we describe how we pay claims depending on the type of claim and the property or item which has been damaged or lost. Please see 'How claims are paid' in your policy wording. If you are unsure, you may contact us or your insurance broker for further information.

Questions about landlord insurance

You can make a claim by contacting our dedicated team using the details on our claims page
Depending on the circumstances we may be able to consider continuing cover on existing policies if the property is to be temporarily unoccupied. Please contact us with full details.
The unoccupany limit is 90 consecutive days for our Ultra Landlord cover.
The maximum monthly rent is £6,000.
From 4th May 2023 we are unable to accept instruction or provide cover for additional properties.

Questions about travel insurance

The maximum age is 79 years old at the start of the period of cover.

Any pre-existing medical conditions are automatically excluded under our travel policy. 

However, some conditions may be accepted following medical screening completed by the policyholder and the payment of any additional premium requested.  

In the event that we cannot provide cover customers may find assistance and alternative providers at MoneyHelper and the BIBA directory.

Up to 45 days anywhere in the world throughout the period of insurance & up to 31 days winter sports cover if this additional cover is selected. We may be able to extend cover beyond these limits upon referral.
Our travel policy can cover any permanent resident of your home up to the age of 79 (subject to the acceptance of any existing medical or health condition).
If the student is a permanent member of the household they would be covered under the travel policy (subject to the acceptance of any existing medical or health condition).

Questions from existing policyholders

Find all the details you need on the claims section of our website. You may wish to report your claim online, especially if it is outside of office hours.
If there is an emergency situation at home like a burst pipe or a breakdown in the electricity supply, we will organise an emergency repair and pay for a callout charge. If there is a home emergency call the 24 hour helpline on 0208 603 9849.
Our Prestige Home policy covers home emergencies up to the value of £500. Our Ultimate Home policy covers home emergencies up to the value of £1,000.
If there is a change in risk details or your circumstances, such as a change of occupation or if your property is to become unoccupied, it is very important that we are given the new information as soon as possible, as not to do so may invalidate the insurance policy or mean that a claim cannot be paid either in part or in full. Please contact us on 0344 893 8360. Depending on the change in risk detail we may need to change the terms and premium.
Unfortunately, from 4th May 2023 we are unable to accept instructions or to provide cover for:
 - A change to the insured address
 - An additional propertyy.

Questions from brokers

Please call us on 0344 893 8370 and follow the options menu to discuss requirements and terms. Or email requests/ instructions to
Unfortunately, from 4th May 2023 we are unable to accept instructions or to provide cover for:
 - A change to the insured address
 - An additional property.
The claims section of our website tells you all you need to know. It’s worth noting that household claims can be submitted easily and quickly via Home & Legacy Online.
Yes, our platform Home & Legacy Online makes it very simple to check the status of a claim. Simply search for the client to view the status of any claims they have with Home & Legacy.
Yes, we will notify you should one of your clients contact us regarding a potential claim and we will look to involve you throughout the process.
In advance of the policy renewal date we will write to you with a reminder. If you need additional information, e.g. policy claims experience etc, to assist you in placing the risk with an alternative insurer please contact us.
Documentation can be accessed swiftly and securely via the document portal on Home & Legacy Online or contact our broker service teams. 
We recommend that documentation is accessed via the document portal on Home & Legacy Online. You can ask one of our account handlers to talk you through the process step by step.
However, we are happy to assist you in accessing your customers documents in whichever way suits you best and will, of course, send them to you by email if you prefer.

We may require a risk management survey/appraisal for some properties, usually those of higher value or non-standard construction.  We only use independent professional property surveyors.

The surveyor will complete an external survey of the property (including the main home, outbuildings and any other structures).  An internal survey in the home will also be carried out in the presence of the policyholder. 

Home & Legacy Insurance Services Ltd is a wholly owned subsidiary of Allianz Holdings plc and is registered in England number 3007252. Registered office: 57 Ladymead, Guildford, Surrey GU1 1DB. Home & Legacy Insurance Services Limited is authorised and regulated by the Financial Conduct Authority. Financial Services Register number is 307523. Please note that telephone calls may be recorded for training and/or monitoring purposes.