You can find the answers to our most frequently asked questions below. These answers relate to Hiscox Home and Contents insurance.
Questions about your cover
What’s the difference between buildings insurance and contents insurance?
Buildings insurance covers the structure of your home and outbuildings, such as garages, including fixtures and fittings. It covers the cost of repair or rebuild.
Contents insurance covers the contents of your home: things you’d take with you when moving house, such as furniture, electricals and clothing, along with valuable items like jewellery. Carpets are also included in your contents.
What does Hiscox Buildings Insurance normally cover?
Structural damage to your home and outbuildings which is often caused by the likes of storms, floods or fires. This includes replacing kitchen units, baths and showers, and other fixtures and fittings. For full details please refer to our policy documents.
What does Hiscox Contents Insurance normally cover?
Hiscox Contents Insurance covers general contents in the home and outbuildings, including items such as carpets, furniture, electricals, bikes, clothing, collectables, and other personal property. Valuable items like jewellery, silverware, watches and firearms are also included in this cover but are listed in a separate section on our website and in our policy. For full details please refer to our policy documents.
Are transportable items (mobile phones, laptops, pedal bikes etc) covered?
Yes, items which are transportable are covered for theft, loss, and damage with our contents insurance when temporarily taken away from the home up to 60 days at a time, anywhere in the world.
What is an excess?
The amount you have to pay towards each agreed claim.
Am I covered for home emergency?
If you suffer a domestic emergency at your home, like a burst water pipe or blocked drain, we will organise an emergency repair and pay up to £500 for call-out, labour, parts and materials with no excess payable. Should the unfortunate happen you can ring our 24 hour helpline on 0845 213 8400.
Am I covered if I work from home?
Our standard policy will cover the contents of your home if you have a home office and work from home. This cover is only for your home office contents, not Professional Indemnity, Public Liability, and other Business Insurance. If you require this sort of cover you can find out more about our business insurance here >
I am moving home. What do I need to do?
Please call us to confirm your new address, property details and the date you will be moving. Your premium may increase or decrease depending on your new property details.
Am I covered while moving house?
Yes, you have the same level of cover when you’re moving your possessions as you do when they’re in the home. Your contents and valuables are covered for while temporarily removed from the home for up to 60 days. Please note that you are obligated to take good care of your belongings during the move as you would within the home.
My son/daughter is going to University/College. Are their possessions covered?
Yes, Students’ belongings such as laptops, MP3 players and clothing are covered for up to £2,500 for each incident during the period they are attending any UK University. More about student insurance >
My property is going to be unoccupied for a long period of time. Am I still covered?
If you are planning to leave your property unoccupied for more than 60 days, please call us on 0845 330 0505. The level of cover you have can vary if you are away for longer periods of time.
Questions about getting a quote
How do I work out my property rebuild cost?
Our buildings insurance automatically covers a rebuild cost of up to £500,000. If you think your rebuild cost may be higher than this amount, we recommend hiring a chartered surveyor to do detailed measurements of your home and then produce a professional rebuilding cost assessment. Find out more about rebuild cost >
How do I work out the value of my contents?
You can refer to our contents calculator to help you work out an approximate value for your home contents.
How will my excess amount affect my premium?
Our standard excess is £500. You can reduce your excess to £250, which will increase your premium. If you choose a higher excess, your premium will be lower. This means you can choose the level that’s right for you.
I have already got a quote online – how do I retrieve it?
If you started a quote online and saved it, you can retrieve it here. If you didn’t save it, you can start a new quote here, or call 0845 330 4105 to get new a quote over the phone.
Do I need to specify all of my valuable items such as jewellery and electrical equipment?
No, you only need to specify the value of items over £15,000 each. We class valuables as jewellery, watches, silverware, and firearms. Other items such as computers and mobile phones come under general contents and do not need to be individually listed.
Will a burglar alarm system reduce my annual premium?
No, your premium will not be affected. Depending on the area you live in, and the total value of your contents, we may ask you to install an alarm system before insuring you.
Can I pay by Direct Debit?
Yes, you can pay monthly by direct debit. Should you choose to do so, your premium will include an additional 6% monthly surcharge, equivalent to typical APR 14.09%.
What is Insurance Premium Tax?
Insurance Premium Tax is an additional tax on general insurance premiums. While you pay VAT on regular goods, Insurance Premium Tax is paid on insurance. The premium quote you receive includes Insurance Premium Tax at a 5% rate.
I don’t have a garden. Why am I being charged for plants, shrubs and garden items?
We cover these items as standard as part of any Hiscox policy, but the level you are charged will vary depending on the type of property you live in.
Questions about your policy
How do I make a claim?
You can find out more details on how to make a claim here >
What is new for old?
New for old is where a lost or damaged item is replaced with a brand new one without any reductions in the value for wear and tear to the original item. Alternatively we may pay you a cash settlement based on the new for old replacement cost.
How do I cancel my policy?
You may cancel your policy up to 14 days from the date you receive the policy documents by calling 0845 330 0505. If you have not made a claim, we will return any premium you have paid for any period of insurance left. If you have made a claim, we will not be able to refund your premium.
How do I make an amendment to my home insurance policy?
You can ask us to amend your policy by calling 0845 330 0505 between 8:30am – 7pm weekdays.
How does the renewals process work?
At least 21 days before your policy is due to expire, you will receive a renewal letter from us detailing your cover and premium for the following year. If your cover requirements have changed during the past year, (e.g. the value of your contents has increased) it is your responsibility to notify us of the change before the renewal date.
If we don’t hear from you we will assume you’re happy with your premium and the details of your cover.
Any other questions?
You can email us at contactus@hiscox.com or call us on one of the numbers below:
New quotations: 0845 330 4105
UK call centre’s opening hours
Weekdays: Monday to Friday from 8.30am to 7pm
Weekends and bank holidays: Saturdays from 9am to 5pm; closed on Sundays and Bank Holidays
Changing policy details: 0845 330 0505
UK call centre’s opening hours
Weekdays: Monday to Friday from 8.30am to 7pm
Weekends and Bank Holidays: Closed
