Home insurance FAQs

Read our Home Emergency cover guide to find out more about what it can help you with. You can call any time for help with certain home emergencies where further damage is likely, or there’s a risk to health and safety.

For example, we’ll help make your home secure after a break in, or patch up the roof if it’s sprung a leak.

Your policy excess should be detailed in your policy documents (policy schedule). Your excess may vary according to the cause of the loss or damage.

If you don’t have access to your policy documents, please go to the existing customers area.

Your cover will depend on the product you have purchased, so it's a good idea to check your policy schedule. You can find full details of the cover levels on our home insurance page.

If you bought our standard buildings policy, you’re covered for damage to underground pipes and cables that service your home and you are legally responsible for.

This cover is for damage caused by any of the following:

• Fire
• Lightning
• Explosion
• Storm
• Flood
• Theft
• Water or oil leaking
• Riot
• Malicious damage
• Subsidence
• Landslip or heave
• Falling trees or branches
• Collision

If you chose to add accidental damage cover to your buildings policy, you’re also covered for accidental breakage. This also extends to accidental damage to cables and underground tanks that service your home and you're legally responsible for.

If you bought our upgraded cover, you’re also covered for tracing and accessing water or oil leaks in your home from your heating or water system. This means we’d pay the cost to repair any part of your building damaged to locate the leak such as removing flooring, up to the policy limit.

Our policies don’t cover blockages, unless they’re the result of damage caused by the above.

Your standard £200 Home Emergency cover can help in these situations.

If you have a home emergency, such as a leak, as standard you get:

• Access to our 24 hour legal and emergency repairs advice service
• Up to £200 for emergency domestic disasters such as roof tiles coming off or structural damage

You can choose to increase this cover to £1,000 with our upgraded Home Emergency. It also gives you up to £500 towards the cost of a new boiler if yours cannot be repaired (boilers must be under 15 years old and have been serviced in the last 12 months).

You must use a MORE THAN authorised tradesperson and cover isn’t available for the first 7 days the policy is taken out.

Read our Home Emergency guide to find out more about what standard home emergency and upgraded home emergency cover includes.

You can add this upgrade to your policy by contacting us.

Our standard home contents insurance covers business equipment in your home. It covers your computers, fax machine, printer or any other office equipment for up to £7,500.

Whether you're covered when you're working at home depends on the type of work that you're doing. If you are bringing your laptop home from the office then it's not a problem.

If you run a business from home, we are unable to insure any risks which are to be insured in the name of a company. Find out more about MORE THAN policies for businesses.

Your garden fences are covered under your joint Buildings & Contents policy or your Buildings only policy under certain circumstances, such as damage caused by vandalism or fire.

However, any damage to your fences caused specifically by storms or flood will not be covered.

Transportable items such as mobile phones and bicycles are covered if you take out the appropriate cover on your home insurance; you'll need to add Personal Possessions Cover as they're taken outside your home.

Bicycles generally have their own specific cover section within your home policy and provide cover whilst your bicycle is away from the home in case of theft.

Find out more about personal possessions cover and bicycle cover.

Your home policy includes up to £1 million personal liability cover. This covers any liability for people visiting your home who may injure themselves through your negligence.

For example if someone slipped over in your bathroom because there was water on the floor or if a tradesperson such as a plumber injured themselves due to poor maintenance of your home.

You and your family's bikes are covered in your home or shed, but you'll need to add bike cover to your policy if you want to ensure they're covered when you're out and about.

Yes, we can cover both mobility scooters and electric wheelchairs, as long as they are not licensed for road use.

If you're using them in your home they're covered under your contents cover whilst in the home.

If you're using them outside your home you'll need to make sure you have included personal possessions cover.

We also provide legal liability cover should the scooter cause any damage to third parties or their property. You will need to let us know the value of your wheelchair or scooter so that we can add it to your cover.

To add personal possessions cover please contact us.

Garden cover is available as an optional extra as part of our contents upgrade and gives you up to £2,000 contents in your garden cover.

So if you have not chosen to add the contents upgrade then you are not being charged for the items in your garden.

If you have chosen the upgrade and wish to remove it, or if you don't have the upgrade and would like to include it, please contact us.

Find out more about MORE THAN Legal Services and the benefits of adding it to your home insurance policy. You can add Legal Services at any time by calling us.

The rebuild cost is always lower than the cost of your home as you don't need to take into account the cost of the land that the property is built on.

There are websites available where you can get a free estimate of the rebuild cost of your home. Simply enter your address and postcode and they provide an indication of the rebuild cost of your home.

Go to the Royal Institute of Chartered Surveyors website.

When you're thinking about the value of the contents in your home, start by valuing your home room by room. Think about the contents in each room and work out how much it would cost to replace it all.

Don't forget to consider furniture and fittings such as carpets and curtains.

We provide up to £100,000 of contents cover which can make things easier. You just need to think if this is enough to cover the contents in your home?

You can let us know about high value items here.

It's important you tell us if any of your personal details or details about your home change.

If you don't tell us about any changes to your personal details, including changes to your home, or if you give us incorrect information, the wrong terms may be quoted. We may also then be entitled to reject payment of a claim or a payment could be reduced. In some circumstances your policy might be invalid and you may not be entitled to a refund.

You can contact us in a number of ways.

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

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

If you've not received your cashback after this period please contact the cashback website direct as MORE THAN customer managers will not have access to the specific details of the offer.

If you bought your policy direct with MORE THAN or a comparison website using our cashback offer

We'll pay you cashback within 90 days of the start of your policy. If after 90 days you haven't received your cheque please e-mail enquiries@morethan.com using the subject line 'Cashback query'.

Make sure you include your name, address, policy number and contact details.

If you’ve received your policy documents and noticed the name RSA on them, you may have wondered why.

MORE THAN is a brand of the RSA Group, a company with hundreds of years of experience in the insurance industry. All home insurance policies bought through MORE THAN are underwritten and administered by Royal & Sun Alliance Insurance plc.

Find out more about RSA and MORE THAN.

Flood Re is a scheme that has been set up by the Government and the insurance industry to provide increased availability and choice of insurers for customers at the highest risk of flooding – it went live on 4 April 2016. All insurers who have signed up to the scheme including MORE THAN will contribute to the Flood Re fund.

Flooding has become a major issue for some homeowners or tenants who live in a high risk flood area and as a direct result the cost of insuring their properties has increased dramatically. They have faced difficulties finding insurance with affordable premiums and excesses. Flood Re has been introduced to increase availability and choice of insurers for customers at the highest risk of flooding.

The general eligibility criteria* for Flood Re is that the property is a domestic home, built before 2009 and is occupied by the owner. If it is a rented property, cover is only available for tenants' possessions.

You can request the flooding history for a property on the Environment Agency's website. Your estate agent may also be able to confirm if the property has ever been flooded.

As a customer, you will still buy your home insurance policy from us, and contact us to make a claim if you’ve been affected by flooding. You will not need to deal with Flood Re.

If you have a home insurance policy with us and would like to speak to us about how Flood Re will impact your renewal, please call us.

* You can find out more about how the scheme works on the Flood Re website or download the Flood Re leaflet.

• Change your account password and e-mail address
• Find out your policy number
• Find out your renewal date
• Retrieve a quote

Please note that if you change your password it may take up to 24 hours to receive the reset e-mail.

You can also do the following online without logging in:

• Request duplicate documents
• Ask us about payments
• Submit a request to add high value items to your policy

To change your payment type to Direct Debit or to amend the payment date, please contact us.

Please ensure you have the details of the account that the Direct Debit will be paid from to hand, including the account number and sort code.

If you have a query about a payment or your payment dates, please complete and submit our payment query form.

You should receive your payment schedule within ten working days of purchasing your policy. It will arrive separately to your welcome pack.

If you haven't received these details or need a copy of your policy document please contact us.

If you've received your new policy or renewal documents recently, your policy number will be on the covering letter.

If you don't have your covering letter or your policy documents to hand, or you need to request a copy of your policy documents, you can find out by getting in touch.

If you've added a conservatory to your policy, you'll need to make sure that £1 million is still enough to cover the rebuilding cost of your home.

The rebuilding cost may often be lower than the cost of your home as market value takes account of many factors including the cost of the land the property is built on.

Whether you need to individually specify your valuables such as your jewellery, watches or electrical equipment depends on their specific value and on whether the item will be taken outside the home.

Items valued at over £1,000

You need to tell us about any items valued at over £1,000. This includes items in the home such as electronics and items that you take away from the home such as watches.  

Valuation certificates

You'll need to provide a valuation certificate for any valuables including jewellery or watches valued at over £3,000.

When getting a valuation, it must:

• Reflect the market value
• Be under 3 years old
• Include your name and ideally your address
• Include the name and address of the valuer
• Be in £ sterling and in English. If the valuation is in a different currency, it must be converted into sterling using the exchange rate applicable at the date of the valuation
• For jewellery or watches, the receipt must provide as much information as a full valuation (see information above). If the receipt does not have all these details, we cannot accept it.

You can tell us about high value items using this online form.

Unfortunately, it is not currently possible to cancel your home insurance policy online.
Instead, contact us to make changes to your policy. Our team is here to help.

Postal paperwork usually takes between 7 to 10 working days, depending on the Royal Mail. 

The credit or debit card payment is taken between 24 to 48 hours later and will appear as RSA on your bank statement.

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

It’s important that you consider your options very carefully. For example, you may be able to reduce your level of cover.

This means your policy won’t provide the same level of cover as before, but your premiums may be more affordable on an ongoing basis. Our customers tend to consider this option when their circumstances make them unsure of their future financial situation. It also depends on what your cover needs are.

To talk to us about the options that might be available to you please call us on 0330 102 3627. For our opening hours please visit our contact us page. Please don’t cancel your payments without speaking to us first as we may be able to help.

Further guidance and support

If you have been financially affected by coronavirus please visit our coronavirus FAQs for more information.

There are also a number of organisations that offer free independent advice. For example, The Money Advice Service and National Debtline. These independent organisations offer tools and resources to support you if you are in financial difficulty. These include online budget planners, affordability calculators and information on support such as the Breathing Space scheme, which gives a 60 day period where debt cannot be pursued. This scheme can be used once in a 12 month period.

In your schedule, you’ll find a detailed breakdown of your price and what’s included in your policy, including any additional cover options you chose. This will help you compare your policy should you wish to shop around.

If you do, please be aware that some of our policy benefits may be available to our existing customers only, so it’s important that you consider this in your comparisons.

We now show your previous year’s price on your renewal invite, along with your renewal price. This will help you to compare prices based on the same cover.

We’re showing your total price as we want you to be able to make an easy comparison. We show an annualised cost because your monthly instalments might have changed if you made a change to your policy during the year.

On your renewal invite we’ve told you:

• how much your annual price is if you choose to make a one-off payment,
• your monthly Direct Debit amount including the interest charge, if it applies, and
• the total amount this will be across the whole year including the interest charge, if it applies.

Prices can increase for a number of reasons. If you haven’t made a claim on your policy, there are other reasons why prices go up at renewal such as:

• Introductory discounts that only apply to the first year of a new policy
• Regular pricing reviews - these take into account changes in customer behaviour or the types of claims we are paying
• Changes to government taxes, such as an increase in Insurance Premium Tax
• General market conditions such as the increasing cost of repairs, or the cost of replacing lost or damaged items.
  

Make a claim

It is easy to start a claim online. You’ll need to have your policy schedule to hand and as many details of the damage as possible.

If you need 24/7 emergency assistance, contact 0800 300 684. 

If you have hearing or speech difficulties you can use Relay UK via textphone by adding 18001 before dialling; or simply download the Relay UK App on your mobile or tablet.

Track a claim

To track an existing claim please contact us.

First check your policy schedule to confirm you’re covered. Go to our claims page to find out how to make a claim.

First check your policy schedule to confirm you’re covered. Go to our claims page to find out how to make a claim.

Before you start a claim you’ll need to check your policy includes cover for this item away from the home. Go to our claims page to find out how to make a claim.

Before you start a claim you’ll need to check your policy includes accidental damage. Go to our claims page to find out how to make a claim.

Gather your immediate belongings where possible, such as your phone and charger, medication, identification, important documentation and clothes, and move them somewhere dry.

Then please phone us on 0330 100 7783.

If you have hearing or speech difficulties you can use Relay UK via textphone by adding 18001 before dialling; or simply download the Relay UK App on your mobile or tablet.

Once you’ve registered your claim with us, and where your home is uninhabitable as a result of the damage, we’ll make sure you and your family (pets included) have suitable alternative accommodation.

Once we’ve checked your cover our experts will take steps to deal with the damage caused to your property.

No, we’ll normally ask you to obtain an itemised quote for fixing the damage.