Frequently asked questions

Below are a few of the questions customers often ask about Age UK Home Insurance, so we hope the answers will be helpful for you.

Q. Do I have to take out both contents and buildings cover?

A. No. If you live in rented accommodation, your landlord should have buildings cover and you only need contents cover. However, if you own your home, it’s highly recommended to have both contents and buildings cover.

Q. How are claims settled?

A. All claims for contents cover are settled on a ‘new for old’ basis. So, damaged items will be repaired and anything stolen or damaged beyond repair will be replaced as new. With buildings cover, claim settlements are based on the full repair or rebuilding cost. Please note, the sum insured must be high enough to cover the full replacement or rebuilding cost at today’s prices.

Q. Do I need to have any specific locks on my doors and windows to qualify for home insurance?

A. Not necessarily. But if you need to insure high sums or depending on the area you live in, you may need to take additional precautions as part of the arrangements for providing your cover. If so, we’ll let you know and give you time to fit them. See the Policy booklet for more details.

Q. Do you have a money-back guarantee?

A. Yes, we do have a money-back guarantee. If you’re not satisfied with your policy, you can return it to Ageas Insurance Limited within 14 days for a refund. See the Policy booklet for more details. †

Q. How do I add an optional extra, such as accidental damage, to my cover?

A. We are happy to discuss the options with you, so that you can decide what cover you need. When you apply, just let us know which extras – if any – you want to include in your cover.

Q. Do I pay extra if I change my policy?

A. If you make a change to your policy during the period of insurance and the difference in the premium is less than £10, we will neither request additional payment nor make a refund. We will not add an additional administration charge.

Download the Home Insurance Policy booklet PDF (1.03MB)

*If you call the 0845 number, you may be transferred to an Age UK/Age Concern office, or Ageas Insurance Limited.

† You have fourteen days from when you receive your policy schedule or enter into this contract, whichever is later, to write to Ageas if you want to cancel your policy. If you cancel your policy during this period of time, as long as you have not made a claim, Ageas will give you a refund for the period of time that was left on your policy.

Age UK Enterprises Limited is registered in England and Wales no 3156159. Registered office: Tavis House 1-6 Tavistock Square, London WC1H 9NA.

Age UK Enterprises Limited is the commercial arm of Age UK (registered charity number 1128267) and donates its net profits to Age UK. Age UK is a registered trademark. The use of the name and logo ‘Age UK’ is done so under licence agreement between Age UK and Age UK Enterprises Limited.

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