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FAQs

Your most common questions to us

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Renewals

Your policy documentation will tell you the current status, i.e. if your policy is set to automatically renew or not. You can also check the current status by logging on to your customer account.

Most policies are set to automatically renew by default unless you have opted for this not to be the case.

Auto-renewing your cover lowers the risk of your policy expiring because you forget to renew it; where a policy expires you may be charged a higher premium for a new policy or the insurer may refuse to re-issue cover.

Whether a policy is set to auto-renew or not we will always send renewal terms to you in advance of the renewal date, giving you time to ensure that the policy still offers adequate cover, you are happy with the renewal premium and for you to notify us if any information about your circumstances has changed. You can cancel without charge during the cooling off period if you do not wish to renew the cover.

You can change your auto-renewal preference at any time, either when you first take out the policy or anytime afterwards by logging on to your customer account, or by contacting us by telephone, email or post.

You can change your auto-renewal preference at any time from within your online customer account or by contacting us by telephone, email or post.

Most policies are set to renew automatically by default. Auto-renewing your cover lowers the risk of your policy expiring because you forget to renew it; where a policy expires you may be charged a higher premium for a new policy or the insurer may refuse to re-issue cover.

Whether a policy is set to auto-renew or not we will always send renewal terms to you in advance of the renewal date, giving you time to ensure that the policy still offers adequate cover, you are happy with the renewal premium and for you to notify us if any information about your circumstances has changed. You can cancel without charge during the cooling off period if you do not wish to renew the cover.

Where we offer you renewal, your reminder will be sent to you around 21 days before your renewal date. We will normally send the reminder in the post but we may also send you an email if you purchased your policy online and/or have previously requested your documents electronically. Please ensure that the information on your renewal documents is complete and accurate.

If you pay by Direct Debit, we will automatically continue to collect your premium unless:

  • You have cancelled the Direct Debit mandate with your bank; or
  • You have opted out of automatic renewals.

If you pay your premium annually in full by card you will need to contact us and make payment in order to renew your policy.

We do not charge a fee for paying your premium by monthly instalment/Direct Debit. Please contact us if you would like to change your payment method at any time.

You can also change your auto-renewal preference at any time by logging on to your customer account or by contacting us by telephone, email or post.

COVID-19

You can telephone us on 01904 476098 as normal, however as we are working from home you may experience longer than normal waiting times if you try to contact us by phone.

You can email us at policies@coverbaloo.co.uk or use the contact form wherever possible to enable us to resolve your query more efficiently and cut down your time spent waiting.

If you find you have missed your renewal date due to issues relating from coronavirus, then please contact us on 01904 476098 or email policies@coverbaloo.co.uk and we will do what we can to either reinstate your policy or arrange a new policy for you as soon as possible.

Yes, we will continue to cover your items under normal terms while you have to self-isolate.

Please provide us with a valuation as soon as you can once restrictions are lifted. Details of how to do this are included in your policy documentation. In the meantime, you will be covered and we will send you a reminder at a later date.

You could also send us a receipt via email if this is available and we advise that you take photographs of the item(s).

Yes, we will cover personal belongings temporarily removed from your home during self-isolation if you lose them, they’re damaged in a fire or stolen.

Please check your policy wording for a full list of what we do and don’t cover, and details of policy limits.

If the home is occupied by anyone other than you or your family, certain restrictions apply. However, we will waive these restrictions if your friend or carer is staying with you as a result of coronavirus. If your friend or carer continues to stay with you after self-isolation finishes, you must advise us so we can review your policy.

Our policy usually allows up to 60 days unoccupancy before certain restrictions apply. However, we will waive these restrictions if the unoccupancy is unavoidable as a result of coronavirus.

If you are planning to leave your property unoccupied, here are some tips to help protect your property:

  • Ask a friend or neighbour to keep an eye on your property;
  • Ensure your windows and doors are locked (and remove keys) and set your alarm;
  • Switch off and unplug electrical items;
  • Turn off the gas at the mains, unless it’s required for an automatically controlled heating system;
  • Turn off the water at the mains and drain the system unless an automatically controlled heating system requiring the water supply is left in operation.

You do not need to add business equipment (e.g. a phone or laptop) owned by your employer to your policy as this will usually be covered under their business insurance.

Any business equipment owned by you can be covered under your policy. Business equipment is defined as computer, telecommunication and office equipment, office furniture and stationery, owned by your family or your family’s responsibility under contract.

Please check your policy schedule and policy wording for more details and limits.

You do not need to tell us if you are carrying out clerical work from home, such as using a laptop or phone. If you receive business visitors to your home there are some restrictions such as loss of money or theft that are excluded, unless there is evidence of forcible and violent entry to the property.

Your Account

Yes, all the policies you hold with us can be viewed by logging into your customer account.

In order to view your policies online, you may need to register your account – the process is very straightforward and will only take a few minutes.
If you have any problems accessing or setting up your account please contact us at customer.services@coverbaloo.co.uk or on 01904 476098 (open Monday to Friday, 9 to 5).

We normally send your new policy documents to you around 21 days before your renewal date. You can also view your renewal invitation by logging into your customer account. Please take time to read through these documents carefully to ensure that they accurately reflect your current circumstances, and that the cover provided by your policy is still suitable and appropriate for your needs.

If you do need to make any changes to your policy, please contact us as soon as possible at customer.services@coverbaloo.co.uk or on 01904 476098 (Monday to Friday, 9 to 5).

All of your policy documents are always available to view and print from your customer account immediately once the policy is completed.

If you have chosen to receive paper documents, please allow up to three working days for them to arrive. If your documents do not arrive after seven working days, please contact us on customer.services@coverbaloo.co.uk or on 01904 476098 (Monday to Friday, 9 to 5).

General Questions

Yes, we are able to make changes to your payment date.
To discuss changing your payment date, simply call us on 01904 476098 (Monday to Friday, 9 to 5).

You can choose to pay your premium by any of the following methods:

  • Monthly Direct Debit
  • Annual Direct Debit
  • Annual Credit or Debit Card (Mastercard or VISA)

We do not make any additional charge for paying by monthly Direct Debit.

Yes, we are able to add your mortgage provider as an interested party and their details will show on your policy schedule.
To add their details to your policy, simply contact us at customer.services@coverbaloo.co.uk or on 01904 476098 (Monday to Friday, 9 to 5).

Our Service

By email: customer.services@coverbaloo.co.uk

By phone: 01904 476098 (open Monday to Friday, 9 to 5)

By online form: Visit our contact page here

Please see our Complaints page here for further details.

The easiest and quickest way to make a claim is to call the claims phone number for your specific product – this is detailed in your policy booklet, which you can find online using the customer portal.

If you have a home insurance policy:

If you have a standalone Home Emergency policy:

All claim lines are open 24/7/365.

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