Home insurance FAQs

You may have seen in the media that RSA will stop offering MORE THAN home, pet and landlord insurance to new and renewing customers from mid-2024. 

Your existing policy will continue to operate as normal and the way you contact us remains the same.

We have created a help page with FAQs to answer any questions.

You can find your excess details in your policy documents (policy schedule). Your excess may vary according to the cause of the loss or damage.

Policy number starts MTHP: your policy documents can be viewed within the documents area of your account.

Policy number starts HI: your policy documents would have been posted or emailed to you, depending on your preference.

Yes, it's important to tell us about any changes to the information you've given us, such as changes to your home or personal details.    

Policy number starts MTHP: you can make changes in your account.

Policy number starts HI: visit our existing customer page to find out how to make changes to your policy. 

Policy number starts MTHP: your home won’t be covered if it’s unoccupied for more than 60 days in a row. However, there may be certain exceptions to this. Please contact us and we can advise. 

Policy number starts HI: your home may not be fully covered if you leave it unoccupied for more than 60 days in your policy year. Please contact us and we can advise. 

Your cover will depend on the product you have purchased, so it's a good idea to check your policy schedule.

We don't cover blocked drains.   

Not all MORE THAN home buildings cover includes cover for broken drains and pipes. This depends on the policy you have. Please check your policy schedule and insurance product information document.

Policy number starts MTHP: your policy documents can be viewed within the documents area of your account.

Policy number starts HI: your policy documents would have been posted or emailed to you, depending on your preference.

Yes. These types of items are covered within the home, up to the contents limit stated in your policy. You can find your contents limit in your policy documents. 

We cover mobility scooters and electric wheelchairs inside the home. They are covered up to the contents limit in your policy. You can find this limit in your policy documents. Mobility scooters and electric wheelchairs licensed for road use aren't covered.

Your home insurance includes personal liability cover. You're covered if you're held legally responsible for injuring someone on your property. The cover amount is specified in your policy documents.

MORE THAN home buildings insurance covers damage caused by escape of water. Some of our policies also include cover to repair any damage caused as a result of finding the leak. Check your cover in your policy schedule and insurance product information document.

We don't cover leaks caused by normal use or ageing, such as pipes that burst due to corrosion.  

Read our guide to water leaks to find out how to prevent them and what to do if you get one.

The rebuild cost factors in the size of your home, the materials used, and construction costs. You can use an online calculator to help you estimate the cost. 

It's important to make sure your buildings policy covers the cost of rebuilding your home.

Yes, our contents cover includes theft from the home. You're covered up to the limit shown in your policy documents. 

If any of your belongings are stolen when you take them out of your home, they wouldn't be covered as standard.

Policy number starts MTHP: visit your account to make a cancellation request.

Policy number starts HI: please contact us to cancel your policy. 

If your policy number starts with MTHP, visit your account to change your password and update your correspondence email.

If you need to change the email address you use to log in to your account, you’ll need to contact us.

If your home insurance policy number starts MTHP, you can register for a home insurance account.

When you've completed your details, we’ll send you a verification email. You need to click the link in the email within 30 minutes to successfully register your account. If you don't do this in time, the link will expire. You'll need to click ‘forgot password’ to update your password and verify your account.

Policy number starts MTHP: your payment schedule can be found in the documents section of your account. 

Policy number starts HI: your payment schedule will be sent to you by post or email, depending on your preference. It'll be sent separately to your welcome pack. If you haven't received your payment schedule, contact us.

Your policy number can be found on your policy documents. These will have been sent to you by post or email when you took out your policy.

If you have an online account, you can view your policy number there.

Yes, if you’re unable to manage your policy yourself then you can nominate someone to manage this on your behalf.    

Policy number starts MTHP: visit your account where you can add a joint policyholder. Or contact us to nominate someone to manage your policy without adding them as a joint policyholder.   

Policy number starts HI: contact us to add a joint policyholder or nominate someone to manage your policy.

You may need to specify individual valuables on your home policy. This depends on how much they're worth, and the single article limit on your policy.

Policy number starts MTHP:

Items valued at under £2,000: Your policy includes cover up to £2,000 for each item (single article limit), if lost or stolen from your home. This is the maximum cover that we will pay for a single item or valuable belonging.

Items valued at over £2,000: You need to tell us if you need to cover items valued at over £2,000. Visit your account to add items valued at over £2,000.

Policy number starts HI:

Your policy covers items lost or stolen from your home. They're covered up to the limit shown, whether they're specified or not. Contact us if you need to change the total limit for high-risk items or specify anything worth over the stated limit.

Policy number starts MTHP: if you’d prefer paper copies of your documents, you can change your document preference in your account.

Policy number starts HI: contact us to request paper copies of your documents.    

We can provide your documents in different formats, depending on your individual needs. The formats available are:  

• Braille

• Larger print 

• Different fonts
• Different levels of contrast
• Different background colour
• Audio (CD)

If you would like to request your documents in a different format, please contact us.  

We’ll let you know that your policy is due for renewal a few weeks before your policy end date. We’ll outline your cover and tell you your renewal price.

If you pay monthly and your policy renews automatically, make sure it still suits your needs. We'll keep taking payments from your bank account, and your cover will continue.

If you pay annually, your policy won't automatically renew. You'll need to renew online or contact us once you've received your renewal invitation.

Policy number starts MTHP: renew online in your account

Policy number starts HI: renew online

We show your total price so you can easily compare it to what you paid last year and your renewal price. We show an annual cost because your monthly payments might have changed if you made any amends.

Prices can increase for several reasons, even if you haven’t made a claim. It could be down to:   

• Changes to your personal details  

• Changes to your level of cover  
• Changes to government taxes, such as an increase in Insurance Premium Tax 
• General market conditions, like the increasing cost of repairs or replacing damaged items 

You can decide whether you want your policy to automatically renew or not.

If you pay monthly you can opt-out of auto-renewal.

If you keep automatic renewal in place this'll save you time and effort. We'll take payment from your account and cover will continue.

If you pay annually your policy won't automatically renew.

If you're not happy with your renewal price, please contact us to discuss your options. 

You can set up a Direct Debit when you take out your policy. Contact us if you need to update your bank details or have a question. Ensure you can provide the account number and sort code that the payments will be taken from.

Payment is taken at the time you take out your policy. It will appear as RSA on your bank statement.

Please don’t cancel your payments without speaking to us first, as we may be able to help.

Depending on your situation, and what you need from your insurance, there may be ways we can help you manage your payments. The important thing is to make sure you don’t end up uninsured.

You can talk to us about your concerns and we'll be able to explain the options that may be available to you.

How to get in touch

You'll find our opening hours and the different ways you can get in touch by visiting our contact us page.

We also have further information which may help if you have money worries. This includes details of organisations that provide free, independent advice.

Are you worried about paying your premiums?

We use a credit reference agency to check the electoral roll and public data when calculating your price. We record these checks, but they won't impact your credit standing.

If you bought your policy via a cashback site, such as Quidco/Topcashback:  

When you buy a policy via a cashback site it can take up to 6 months for you to get paid.    

If you're still waiting after 6 months, and are eligible, contact the cashback site direct. MORE THAN customer managers don't have access to the specific offer details.

You'll find everything you need to know about making a claim on your MORE THAN home insurance on our claims page.