homepage>home and contents>frequently asked questions

• Types of house insurance and extras
  
  
• Accident
  
  
• Claims
  
  
• Excess fees
  
  
• House security
  
  
• Payments
  
  
• Immediate cover

• Renewals
  
  
• Cancellations
  
  
• Online quotes
  
  
• Insurance schedule
  
  
• Going abroad?
  
  
• Why choose masterquote?
  
  

Does the contents cover include accidental damage?
Do you offer accidental damage cover?

How do I go about making a claim?
Will my claim be settled on a new for old basis?
What do I pay if I make a claim?
What do I do in an emergency?

What is an excess?

Do I get a discount if I have extra security fitted to my property?
Do I get a discount if I have window and door locks?

How can I pay for my policy?
Is it safe to pay for my policy on the internet?
How much will it cost to change my policy details?

What can I do if I cannot get a quote but need immediate cover?
Is immediate cover available?

How do I pay for my policy at renewal?
Will my premium change at renewal?
I've had a claim. How will this affect my renewal premium?
How do I make a change to my policy at renewal?
Can I protect my No Claim Discount at renewal?
What should I do if I don't want to renew my policy?

How do I cancel my policy?

How do I get my Schedule of household insurance?
When will I receive my insurance documents?

If I select 'Personal Possessions Cover why should I still take out Travel Insurance when I go on holiday?
Do I have cover away from my home?



Why choose masterquote? (back to top)

How do I know if I am receiving the best price from your panel of insurers?
Why should I choose masterquote over any other insurer?

Why do I have to name my partner on the policy?

The simple answer is that you don't, but if you have a mortgage it will be a requirement of the mortgage company to have insurance for the buildings. Home insurance will provide you with 'peace of mind' knowing that your buildings and contents are covered against events such as theft, fire and flood. Further information is contained in the policy wording available on line.

The choices are: Buildings, Contents and Personal Possessions cover (Personal Possessions cover can only be included in your policy if contents has already been selected). Further information is contained in the policy wording available online.

The full cost of reconstruction of your buildings in the same form, size, style and condition.

A listed building is a protection given by the local authority.

Your house, including its fixtures and fittings, outbuildings, garages and greenhouses, which are all designed and used for domestic purposes.

You should insure your contents for the value it would cost you to replace them as new. The settlement of the claim may be less a deduction for wear and tear of clothing, linen and pedal cycles; our minimum contents cover is £15,000.

If you already have a motor policy directly with masterquote you will be entitled to a 10% discount.

Pedal cycles are covered up to a limit of £500 if you have personal possessions cover.

Your PC will be covered for selected events as part of Contents cover.

Yes up to £5,000 for business equiptment.

Accident

Yes, a limited amount of accidental damage cover is included as part of the standard contents cover package. If you wish to be covered for full accidental damage, you should extend your cover accordingly. Full details are available in the policy wording.

We offer accidental damage cover on contents and buildings as an optional extension for an additional premium.

Check that the claim is covered by your policy. Each section of the policy tells you what is insured and what is not insured. The cover you have requested is shown on your policy schedule.

If you need to make a claim, phone our Claims Line on0870 6061365 within the opening hours:

• 0800 - 2000 Monday-Friday
  
  
• 0900 - 1400 Saturday

We will then advise you of what your next step is.

Yes, however there are several exclusions, and you should refer to your policy wording for further details.

If you make a claim your insurer will deduct your policy excess from the claim settlement. You will find your excesses in your policy booklet and schedule.

On the bottom of your policy schedule you will find a 24 hour helpline number. Call this number out of our business hours. You will then still need to report the claim to us.

Excess

Excess is the amount you pay if you make a claim for loss or damage to your property. Please click here to see the full policy wording

House security

Do I get a discount if I have extra security fitted to my property? (back to top)

Yes, if you are a member of a Neighbourhood Watch Scheme, have approved security locks or a maintained and approved home security system we may be able to offer you further reductions in your premiums.

Do I get a discount if I have window and door locks? (back to top)

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

If you would like to buy your policy online, we can accept payment from your credit or debit card in one lump sum. or by direct debit in one lump sum or monthly instalments. You are able to choose the date we apply for your monthly instalments; if you would prefer to do this you will need to call us.

Yes. Our site uses 128-bit encryption that disguises and protects your personal and payment details and prevents them from being accessed by or disclosed to third parties. For more information on our site security, please click on the Verisign Image.

You must tell us as soon as possible when any of your information changes once you have bought a masterquote policy. We may then re-assess your cover and premium. If you do not tell us about any relevant changes, we may reject or reduce any claim or you may be treated as being uninsured. We may charge an administration fee for any changes you make to your policy details during the period of cover.

If you have any general queries including change of address etc. Please do not hesitate to contact us either byclicking here or telephone on 08702 400 168.

Lines are open 8.00am to 8.00pm Monday to Friday and 9.00am to 5.00pm on Saturdays.

Immediate cover

There are two things you can do. Eitheremail us and we will do what we can for you at our earliest convenience or you can phone our operators on0870 241 2602 between 8am and 8pm Monday to Friday or from 9am to 5pm on Saturday.

Yes. Providing you have been offered a quotation and are able to pay at least a deposit by credit or debit or switch card. We do not accept Electron or American Express cards. We will accept cheques or postal orders as methods of payment; however, these methods will not provide you with immediate cover.

Renewals

If you paid for last year's policy by credit/debit card or cheque we will send you an invitation to renew. We will need to receive your payment for this years renewal before the renewal date to ensure continuous cover. Please call us on0870 606 1363 to arrange for payment to be taken from your credit/debit card; alternatively you may send a cheque for the full amount made payable to BDML Connect Ltd.

If you paid by monthly direct debit from your bank account last year we may automatically renew your policy this year on the same bank details and advise you of the new monthly instalments. Written confirmation will be sent outlining our intentions. If you wish to continue your policy you do not need to do anything; we will include a Schedule of Home Insurance within your documentation. However, if you decide not to renew please telephone or write to us. Please cancel your direct debit at the bank.

If you paid last year by monthly payments from your debit card we will send you an invitation to renew, we will not automatically renew your policy. You will need to contact us to either take payment in full or make arrangements for instalments to be collected from your bank account.

We'll do our best to keep your renewal premium as low as possible. We do offer a No Claims Discount If you have not made a claim during the policy year with us. This will reduce your premium, but rate increases during the year may mean your premium is still higher than last year.

If we already know about the claim before you receive your renewal invitation, your No Claim Discount entitlement will have been amended and your renewal premium revised to take the claim into account.

If you make a claim and you've already received your renewal invitation, we will have to amend your No Claim Discount entitlement and revise your premium.

We will let you know what your new premium is as soon as we are notified about the claim.

If you want to make a change to your policy you can email us byclicking here or call us on 0870 606 1363 before your renewal date with details of your change and an operator will be pleased to help you.

No. You are unable to protect household No Claim Discount.

If you decide you don't want to renew your policy and last year you paid in full by either cheque or credit/debit card you do not need to do anything. If we do not receive your payment by your renewal date the policy will lapse and there will be no further cover in place.

If you decide you don't want to renew your policy, and you have received a Schedule of Home Insurance from us because last year you paid by monthly direct debit from your bank account. Please telephone or write to us and remember to cancel the direct debit instruction at the bank.

Cancellations

You have the legal right to cancel your policy within 14 days of the day that you receive the policy documents. Just write or telephone 0870 606 1369

masterquote
Customer Services Department
The Connect Centre
Kingston Crescent
Portsmouth
PO2 8QL

asking for the policy to be cancelled. You will be charged for the time you have been on cover plus a fee for the work we have done to arrange the policy.

Write to or telephone us asking for the policy to be cancelled, if you have been paying by direct debit instalments, remember to cancel your instruction to your bank.

The cancellation charges are detailed on the reverse side of the New Business and Renewal letter that accompanied the Schedule when the policy was first sent to you.

Upon receipt of the documents you will receive a cancellation breakdown that will be sent to you outlining the amount due and to be paid.

Insurance schedule

Your Schedule of Household Insurance is held on our system and will be posted to your contact address.

You should allow 3-4 working days for any documents that you request from us. These will be sent in the post.

Going abroad?

The protection you have under 'Cover Away from The Home', although comprehensive, does not give you the essential cover that Travel Insurance provides, especially when you go abroad. For example, `Cover Away from The Home' does not provide cover for emergency medical expenses, delayed departure or cancellation expenses. We offer competitive Travel Insurance online.

You can protect your possessions away from your home under our Personal Possessions cover. We will cover your possessions for up to 60 consecutive days world-wide.

Why choose masterquote?

At masterquote we have a panel of insurers, all of which subscribe to our common policy wording. Our operators are therefore able to generate the most competitive price with benefits to meet your individual needs.

masterquote is an established intermediary with experience of handling over 250,000 policies. We are able to provide very quick answers and excellent customer service as we are authorised to give decisions and issue documentation without referral to insurers. We confirm instructions in writing within 24 hours.