Home & Legacy Frequently Asked Questions

Our aim is to get it right, first time, every time. If we make a mistake we will try to put it right promptly and we would encourage you to call us because many complaints can be resolved quickly through a simple phone call. Otherwise please contact:

Operations Director
Home and Legacy Insurance Services Limited,
500 Avebury Boulevard,
Milton Keynes,
MK9 2LA

Telephone: 0344 893 8360

Email: info@homeandlegacy.co.uk

Yes, monthly direct debit is available and we act as an introducer to Close Brothers Premium Finance.

For home insurance policies the payment can be spread over 10 months. No deposit is required for home insurance.

For home insurance when payment is spread over 10 months without deposit, the interest rate is 6% and representative annual percentage rate of charge (%APR) 15.45% (variable). For landlord policies payment can also be spread over 12 months. The interest rate is 6% and representative (%APR) 12.54% (variable). The facility can only be offered to landlords with a UK correspondence address.

The %APR is the total cost expressed as an annual percentage of the total amount of credit and is provided to help compare different offers.
Please note a commission is paid to Home & Legacy for introducing business to Close Brothers Premium Finance - this is included within the interest charge.
 

Our account handlers will issue renewals in good time before renewal date and in accordance with Financial Conduct Authority requirements. Certain complex risks may require more detailed analysis and technical underwriting (i.e. risks that may have suffered complicated or large losses during the policy year). If there is likely to be a delay in issuing documentation, we will always keep you posted with the reason.

Upon receipt of the renewal invite we ask that you check through the documentation thoroughly and ensure any errors,ommisions or relevant facts or changes are notified to us. Additionally we require instructions to renew the policy prior to the date of renewal.

Please contact us on 0344 893 8360 as soon as possible. Some changes will not be effective until we have issued a new insurance schedule. Depending on the change, there may be more money to pay or you may be due money back for amounts over £15. 

The type of insurance we specialise in is tailored to our customers' individual requirements. That is why it is necessary for customers to have a conversation with one of our expert advisors in order to obtain quotes and take out policies. Our products are not available online.

Yes, the cover is new for old. It is therefore important that your sums insured are calculated on the full cost of replacing everything as new, especially in the event of a total loss.

Yes, we can cater for additional properties (to include second homes and/or holiday homes within the UK), subject to these meeting our underwriting criteria. For let properties please refer to the landlord insurance section of our website.

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

The rebuild cost should take into account the cost of architects and surveyors fees, the cost of clearing rubble and debris, as well as building materials and labour. Your buildings sum insured should reflect the rebuild costs of the structure of the main home, fixtures and fittings, outbuildings used for domestic purposes such as sheds, garages, greenhouses, boundary walls, swimming pools and patios. Further advice and help can be found along with a household rebuilding calculator on the Association of British Insurers website:

http://abi.bcis.co.uk/

Cover is available for thatched and unoccupied properties as well as other non-standard risks. Before an underwriting decision is made, risks presented will be individually assessed. Additional risk information may be requested and a survey appraisal may be required by insurers.

We can provide cover for thatched properties that meet our underwriting criteria. Please contact us if you would like us to send you our thatch questionnaire to enable us to provide an agreement in principle.

We previously offered motor insurance, but we have withdrawn from offering a motor insurance from 30th April 2021. We continue to deal with motor customers placed with us prior to 30th April 2021 until the next renewal date - handling claims, issuing green cards and arranging mid term adjustments. Approximately a month before renewal we will issue your specific NCB details.

Our panel of insurers underwrites each risk on its own merit and assuming that your property has not flooded previously, we may be able to assist you.

Please contact us on 0344 893 8360 to discuss your new insurance requirements. We may be able to cover your existing property if it has not been sold for a temporary period of time. Assuming we are covering both properties at the time of the move, we will also cover your belongings during transit, subject to normal policy conditions and exclusions.

If you have an emergency situation at home like a burst pipe or a breakdown in your electricity supply, we will organise an emergency repair and pay for a callout charge. Our Prestige Home policy covers home emergencies up to the value of £500. Our Ultra Home & Ultimate Home policies cover home emergencies up to the value of £1,000. Our home emergency cover even covers you for the removal of vermin from your property and for a night’s accommodation if your property is made uninhabitable. If you suffer a home emergency you should call the 24 hour helpline on 0208 603 9849.

If you have any items of fine art or antiques, you will need to specify these items over the value of £15,000 if you have a Prestige Home policy or £25,000 if you have an Ultra Home or Ultimate Home policy.

If you are undertaking any works with a contract value in excess of £25,000 for a Prestige Home policy; £50,000 for an Ultra Home policy or £75,000 for an Ultimate Home policy or any use of heat is being applied, your home will not be covered unless agreed by us in advance of any works starting. Please call us on 0344 893 8360 to discuss your insurance needs when building works are taking place. We will be able to assist you in putting the correct cover in place. 

Our policies are underwritten on an "all-risks" basis which includes accidental damage cover as standard.

Under our Prestige Home policy, we will cover up to £5,000 of belongings in any one insured event; £10,000 under our Ultra Home policy and 20% of the contents sum insured under our Ultimate Home policy. Main exclusions include no cover for jewellery, watches or money; theft unless violent and forcible means are used to enter or leave the building concerned and no loss or damage caused as a result of accidental damage.

Your property is considered unoccupied when it is not lived in by you for more that 45 consecutive days under our Prestige Home policy or 60 consecutive days under our Ultra Home and Ultimate Home policies. In addition, it is also considered unoccupied if it does not contain enough furniture for normal living purposes, if it is not lived in by you for a total of 180 days or more during the period of insurance or if you plan to live in your home for less than 180 days during the period of insurance. If your property is described as unoccupied then exclusions will apply to the policy unless agreed by us and appropriate terms have been put in place.

Our advice is to contact a Chartered Surveyor who will supply you with a rebuilding cost for insurance purposes. Alternatively you may wish to visit the website www.bcis.co.uk for guidance purposes for standard properties.

We can provide you with a contents checklist that can be used as a guide to help assess overall requirements. Alternatively, you may consider the services of a professional valuer if you have a number of fine art or antique possessions or a collection of jewellery and watches.