Household Insurance FAQs

What does buildings insurance cover?

It covers your house and the fixtures and fittings, sheds, summerhouses, garages and greenhouses, which are all designed and only used for domestic purposes. It also covers swimming pools, hot tubs, hard tennis courts, terraces, patios, driveways, footpaths, walls, gates, hedges and fences all within the same site at the insured address shown in your schedule.

How much should I insure my contents for?

You should insure your content for the amount it would cost you to replace them as new.

Do you offer accidental damage cover?

Yes, we do. Accidental damage cover is offered on contents and buildings as an optional extension for an additional premium.

Can I cover my possessions away from home?

Yes, you can protect your possessions away from your home under our 'contents away from home' cover (also known as personal possessions cover away from home). We'll cover your possessions while they're temporarily removed anywhere in the United Kingdom and while they're temporarily removed for up to 60 consecutive days anywhere in the rest of the world. If you have any individual item valued at £1,500 or more or a pedal cycle worth more than £500, you'll need to tell us about it and we'll class it as a "specified item".

Why do I need family legal protection?

For a small additional premium, family legal protection provides you with legal assistance and advice in disputes involving things like employment contracts, purchased goods & services, bodily injury, tax enquiry cases and more.

You'll also have access to helplines giving advice on European law, tax and health matters.

Are my contents covered for business use?

We'll cover any office furniture and computer equipment owned by you and used for business purposes that are kept in your home, but not any other items which you own or use (whether totally or partially) for business purposes or which are connected with any employment.

Do I get a discount if I have window and door locks?

Yes, if you have approved security locks we may be able to offer you a further reduction in your premium.

Do you cover bicycles?

Yes, our content in the home would give you basic cover. If you'd like cover away from home, you should add "personal possessions cover away from the home" to your policy. There is a limit of £500 per bicycle. If your bicycle is worth more than £500 you'll need to tell us about it so that we can class it as a "specified item".

What must I do if my circumstances change during the period of insurance?

You must tell us as soon as possible about any changes in the information you give us, including the sums insured, and about any other new facts we should take into account when providing you with insurance. We may then re-assess your cover and premium. If you don't tell us about any relevant changes, we may reject or reduce any claim or even treat you as being uninsured.

How can I pay for my policy?

We offer our customers a choice of easy payment methods. You can choose to pay your premium in a lump sum by debit card or credit card. Or, if you prefer, for an additional charge, the cost of your household policy can be spread over the year by paying instalments by direct debit. Paying online is via secure server, which uses advanced encryption technology to ensure your details are safe during transmission.

We accept the following credit and debit cards:

What should I do if I don't want you to send me any marketing material?

You can email us at info@thomas-carroll.co.uk or write to the Data Protection Officer, Thomas Carroll (Brokers) Limited, Pendragon House, Crescent Road, Caerphilly, CF83 1XX, stating your name, address and policy number if applicable.

How do I cancel my policy?

If you are dissatisfied with the cover provided by your policy, you have 14 days to cancel from the date you receive your documents if you are a new customer, or from your renewal date if you are an existing customer. As long as no incidents have arisen which could result in a claim under your policy, we will refund the premium you have paid. If any incidents have arisen, we will refund the premium you have paid less a pro-rata charge for the time you have been on cover. If you do not exercise your right to cancel during the 14 day period, your policy will continue as normal.

We have the right to cancel your policy at any time by giving you seven days notice in writing. We will send our letter to the latest address we have for you.

If you are paying by instalments and you miss a payment, we may cancel your policy. We will give you seven days notice in writing before we do this as set out in the paragraph above. You will still have to pay any outstanding premium and any administration fees due to us and we may take any outstanding premium and any administration fees due to us from any claim payment we make to you.

If you decide to cancel after the initial 14 day period, you must contact us before the cancellation date either in writing or by telephone. Should you wish to cancel your policy on that same day, you must contact us by telephone.

If we decide to cancel your policy or you decide to cancel your policy after the initial 14 day period, we will refund your premium as follows:-

• If you cancel your policy before the first renewal date, we will refund the part of your premium which you have not yet used less an administration fee to take account of our costs in providing your policy. The fees are detailed in our scale of charges. If the amount of premium you have paid and not yet used is less than the administration fee you must pay us the difference. If a claim has been made, we will cancel your cover but will not refund any of your premium and if you are paying by instalments, you must still pay us the balance of your full annual premium.
• If you cancel your policy after the first renewal date, we will refund the part of your premium which you have not yet used less an administration fee. The fees are detailed in your schedule. If the amount of premium you have paid and not yet used is less than the administration fee you must pay us the difference. If a claim has been made, we will cancel your cover but will not refund any of your premium and if you are paying by instalments, you must still pay us the balance of your full annual premium.
• Please refer to our scale of charges which details the fees we may charge, and the amount.

If you or we cancel your home insurance policy at any time, we will automatically cancel any additional ancillary products, such as family legal protection, you purchased with it. Please note that no refund is payable under these sections.

Changes to your Policy

If you change your policy details or cover at any time during the cover period, we may charge an administration fee. The fees are detailed in our scale of charges.

What should I do if my insurance policy is no longer suitable for my needs?

If your insurance policy does not meet your needs or if you are dissatisfied with the cover provided by your policy, please call us on 0800 115566 to discuss your options. Your cancellation rights are provided in your policy booklet.

How do I complain?

Your custom is valuable to us and we want you to be completely satisfied with the service we provide. Should you have any reasons whatsoever to be unhappy with our standards then please contact us either in writing or by phone on 0800 115566 in the first instance.

We will endeavour to resolve the matter by close of business on the next business day following receipt of your complaint. However, if this is not possible we will acknowledge your complaint in writing within five business days and advise you who is handling the matter and when you can expect a response. We would hope to provide a full written response within 4 weeks of receipt of the original complaint but if the matter cannot be resolved within this timescale we will write with an explanation as to the progress and the likely timescale involved. Upon expiry of 8 weeks we shall inform you of our final response or what further action is being taken.

Should the matter not be resolved to your satisfaction once our internal complaints facility has been exhausted then you can contact: The Financial Ombudsman Service (FOS); South Quay Plaza, 183 Marsh Wall, London E14 9SR (Telephone Number 0845 0801800). The use of this facility is without prejudice to your right to take legal proceedings.

(Please note that the FOS will only consider complaints from private individuals and any business with a turnover of less than £1,000,000)

How can I renew my policy?

Before the renewal date of your policy, we will provide you with details of the terms on which your policy may be renewed.

If you pay your premium by direct debit:

• Your policy will automatically be renewed on these terms.
• In the event that you do not wish to renew your policy, you should tell us before the renewal date.
• If you do not tell us and your policy is renewed, we will continue to make deductions from your bank account for the new premium.

If we are unable to offer you a policy we will let you know and you may be provided with details of the terms (including any changes to existing terms) on which your cover will continue via another insurer. By taking out this policy you agree that your data may be used to allow an alternative insurer to provide you with these terms before your existing policy expires.

If you pay your premium by direct debit and your insurer changes at renewal:

• Your policy will automatically be renewed by the alternative insurer.
• In the event that you do not wish to renew your policy with the alternative insurer, you should tell us before the renewal date.
• If you do not tell us and your policy is renewed, deductions will continue to be taken from your bank account for the new premium.

Can I renew my policy if I haven't yet received my renewal invitation?

About 3 weeks before your policy is due for renewal, we'll provide you with the details of the terms on which your policy may be renewed. However, you can renew your policy up to 4 weeks before the renewal date. To do this please call us on 0800 115566 (office hours: Monday to Friday 8am - 5.30pm and Saturday 9am - 12pm.)

Can I renew my policy on this website?

Yes, some household insurance policies can be renewed online. Your renewal invitation will tell you if you can use this facility.