Home insurance - Incorrect excess for contents insurance

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Based on resolver’s experience to date, you can easily increase your contents insurance by contacting your insurer in your usual way (by telephone or online if your policy is an online account). You should make sure that your sum insured is sufficient to replace all the contents as new at current prices, with no allowance for depreciation and wear and tear. Your insurer will suggest a minimum sum insured based on the details you provide but if the figure they suggest is not sufficient you should choose a higher sum insured. ‘Valuables’ are items composed of precious metal or precious stones, jewellery, watches, furs, curios and works of art, computer equipment, money or portable electrical equipment other than televisions or radios, and these need to be specified on your insurance certificate in order to be covered up to a certain amount – bear in mind that this will increase your premium. Some contents insurance policies cover outdoor structures like sheds, garages, gazebos and greenhouses (check your policy small print to see if you’re covered). Be aware that if your home insurance policy does indeed cover outbuildings, you may have to upgrade the contents insurance to cover specific valuable items such as expensive tools or an expensive bicycle. Once again, check your policy small print or contact the insurer to see whether you need to extend the cover.

You can often extend your policy to provide additional cover - for an extra premium. The most common extensions include:
  • Accidental damage cover, so you would be insured if, for example, you accidentally knocked over a valuable ornament while you were doing the dusting.
  • Accidental loss or damage cover for personal possessions that you take out of the home, such as, jewellery, cameras and mobile phones.
There is normally a limit on the value of any one item. So, if your camera is stolen, the policy might pay out only £500, even if it is worth £1000. You might also have to specify the items that you want to cover in this section. resolver recommends that you submit your concern in writing, and resolver can assist you in submitting, recording and reminding you when and who to escalate to.

Resolver can help you resolve this issue quickly, free of charge and without the hassle. We can also help you with the next step of writing your complaint. Click on the link below to create your email.
You should know
  • If you’re making a complaint about making an insurance claim rather than a mis-sold policy, check your documents to see who the “underwriter” is. You’ll need to make a complaint to that organisation.

If you cannot resolve your issue you cannot raise your case to the Ombudsman until 8 weeks after you have first raised your complaint with your supplier, or you have received a ‘letter of deadlock’ from the company stating that they cannot resolve the issue as you have asked. Your complaint must also not be older than 9 months. For an accurate decision by the Ombudsman you should provide a detailed file of your communications and supporting documentation. In addition make sure you explain what you want as an outcome as this will help assess your case.

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