General Website FAQ
Q. How can I pay for my policy?
Q. When will I receive my documents?
Q. Can I get my documents in the post?
Q. I’ve forgotten my password. What should I do?
Q. Can I change my password?
Q. Can I change my policy online?
Q. Can I renew my policy online?
Q. Do you charge a fee?
Q. How do I opt out of Marketing?
Q. Will you share my information with any third parties?
Q. Do you use Cookies?
Q. How can I pay for my policy?
A. We currently accept credit and debit cards for purchases.
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Q. When will I receive my documents?
A. Once we receive your online order, your details are passed to our Service team, who will email your policy documents to you. This is usually the next business day, however we’ll always do your best to get them to you as quickly as we can. If you have a particularly urgent need for your documents, please ring us on 0800 230 0225 during office hours, and we should be able to help you.
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Q. Can I get my documents in the post?
A. Yes. We will happily post your documents to you, and a quick call to us on 0800 230 0225 is all it takes. Our preference is to send documents via email, as it’s quicker and more environmentally friendly. It also helps keep our costs down, which in turn helps us keep our prices down.
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Q. I’ve forgotten my password. What should I do?
A. Simply click “Sign-in here” at the top-right of the screen, and click the “Forgot” link next to the “Password” field. We’ll email you with your existing password, within a few moments. If this email doesn’t arrive, please check any spam folders.
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Q. Can I change my password?
A. Yes. If you’ve forgotten your password, the first thing you’ll need to do is to get a reminder (see above). Once you’ve retrieved your old password, please log-in (at the top-right of the page) and update your password through the “Update my details” section of your “My Self-Build Area”.
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Q. Can I change my policy online?
A. We don’t have a facility for making changes to self-build policies online right now. We’re better placed to help you fully over the phone. Please call us on 0800 230 0225.
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Q. Can I renew my policy online?
A. Unlike Car insurance or Home insurance, self-build insurance isn’t designed to roll from one year to the next. While projects may take longer than 12 months, there is no concept of renewing a self-build insurance policy. If you need to extend your policy, please contact us on 0800 230 0225.
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Q. Do you charge a fee?
A. We work hard to keep our costs low, and we don’t bury them away deep in small print. Our Table of Fees page lists the fees that we charge.
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Q. Will you share my information with any third parties?
A. We wouldn’t want our information to be shared any more than you do. We have a clear commitment that we will not sell your data to third parties. If you’d like to read more about our data policy, please see our Privacy Policy.
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Q. Do you use Cookies?
A. We use cookies in order to provide certain functionality, and for website analytics. For full details of the cookies we use, and why we use them, please see our Cookie Policy.
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