Skip To The Main Content

Frequently Asked Questions

  1. Information for customers regarding COVID-19


    If I or a member of my household are diagnosed with COVID-19, am I covered for  a deep clean of our home?-
    No, this would not be covered by your home insurance policy as COVID-19 is not an insured event.

    I have been quarantined, or am unable to travel from abroad and therefore my home may be left unoccupied for over the maximum limit on my policy. Will I be covered?
    We are in unprecedented times, and therefore if you have been unable to return home due to COVID-19 e.g. travel restrictions and cancellations, self isolation, enforced quarantine, we will continue to provide cover. If possible and safe to do so, it is a good idea for a family member or friend who is not in a vulnerable category to periodically check on your unoccupied home to ensure it is safe and secure and if possible turn off the water supply. 

    What if I am taken to hospital as a result of COVID-19 and my house is left empty for over the maximum limit on my policy, will my home still be covered?
    We are in unprecedented times, and therefore if you have been unable to return home from hospital due to COVID-19, we will continue to provide cover. If possible and safe to do so, it is a good idea for a family member or friend who is not in a vulnerable category to periodically check on your unoccupied home to ensure it is safe and secure and if possible turn off the water supply. 

    I am self-isolating and my home has suffered damage and is now uninhabitable. Am I covered for alternative accommodation?
    Yes, if your home is uninhabitable due to loss or damage covered under your policy you are covered for alternative accommodation.

    If my home becomes infected by coronavirus, am I covered for any alternative accommodation?
    No this would not be covered under your home insurance policy. Alternative accommodation is provided when your home has been affected by an insured event such as fire or flood and cannot be lived in. COVID-19 is not an insured event that would make your home uninhabitable.

    I have a claim and am waiting for a supplier visit, what would happen if I or a member of my household were suspected to have or were diagnosed with COVID-19 and what precautions will the supplier take?
    Your specific circumstances will be taken into account and the insurer will explain precautions etc. when you speak to them.  If you have developed symptoms since notifying of your claim please contact the insurer to make them aware.

    I have been furloughed by my employer, do I need to contact you to update my employment status?
    – If you have been furloughed by your employer as a result of Covid-19 you do not need to contact us to update your employment status.

    I am an existing customer and I have been made redundant by my employer due to Covid-19, do I need to contact you to update my employment status?
    – If you become temporarily unemployed as a result of Covid-19 you do not need to contact us to update your employment status.  If you continue to be unemployed once UK Government restrictions on movement / working have been lifted you will need to update us.

  2. Sending proof of your no claims bonus


    There is no need to provide proof of your no claims bonus with our home insurance policies.
  3. How do I make a claim?


    To make a claim under your home insurance policy you need to contact your insurer directly. Their number can be found on the policy documentation we issue at inception.
  4. Sending us mortgage details


    There is no need to provide us with your mortgage details. If your mortgage provider has specifically requested that they would like to be named on the policy as having a financial interest then this can be done over the phone whilst incepting the policy.
  5. Valuations


    If you have items that you wish to be covered of a particularly high value (decided by the insurer) then you may be asked to provide a valuation of the item. This may be within 30 days of inception or in the event of a claim.
  6. What are specified items?


    Insurers will have a value limit for individual items. You will find this limit in the policy schedule referred to as the Single Article Limit (SAL). If you have an item above this limit then you would need to specify this. You can specify items inside the home or you can extend this to cover away from the home, for example jewellery. Each item is required to be individually specified. Your premium will be impacted by both the quantity and value of the specified times.
  7. What are personal possessions?


    You can choose to have up to a certain limit of personal possessions to be covered away from the home. For example you could have £1500 to cover items you take away with you. However, any items that go over the insurer's single article limit would need to be specified. 
  8. What is a single article limit?


    The single article limit is the maximum amount an insurer will pay out of any one single item. For example, if the insurer's single article limit is £3000 and you had an item of jewellery worth £2500, your item would be covered on the policy. 
  9. Where can I find my documents?


     Your documents will be issued by your chosen method of delivery. This will either be via post or email. If your documents have been sent via email then they would have been sent from CEDS@autonetinsurance.co.uk. Once you have located the email from Autonet there is a further link included which allows you to log on to our on-line portal. From this you will able to access your documents at any point in the year. Lost your email? Here is the link to take you to your document portal http://portal.autonetinsurance.co.uk
  10. If I report an incident but do not make a claim, do I still need to disclose this on future quotations?


    Yes, an insurer will still be interested in any losses you may have had in the past. This will help them calculate an accurate premium specific to your circumstances. Not claiming should mean that you retain your no claims bonus. However, a loss is still a rating factor and therefore would need to be disclosed and recorded on your policy.
  11. What is an excess?


    This is the first part of each and every claim which you (not your insurer) must pay. Please refer to your policy schedule for your policy excesses. There are a number of excesses that you need to be aware of - see below.

    Compulsory excess - This is an excess that has been applied as a requirement by your insurer and will vary according to your personal circumstances and the terms of cover provided.

    Voluntary excess - This will apply where you agree with your insurer to pay a greater part of each claim, in addition to your compulsory excess. A voluntary excess can be increased or decreased at your request during your quotation and it may have a positive impact on your premium. Please be aware that this can only be changed when arranging your annual policy, it cannot be changed mid-way through the policy.

    Subsidence excess - A subsidence excess is the amount you would pay towards all claims relating to subsidence. This is usually a lot higher than your excess for other types of claim due to the nature and value of these types of claims. A subsidence excess may or may not be in addition to your voluntary excess. This would depend on the insurer and their terms.

    Escape of water excess - An escape of water excess is the amount you would pay towards all claims relating to escaping water, such as a burst pipe. The amount for this will vary from insurer and again can potentially be higher than the usual excess due to the value of these kind of claims.
  12. What is Home Emergency Cover?


    Home Emergency Cover is an optional add-on product that you can choose to buy with your home insurance. It provides up to £1000 per claim for a number of emergency situations you may experience in your home such as plumbing and drainage, boilers and pests. It will cover the cost of parts, labour and materials to provide an emergency repair by an approved tradesman. For more information about this product then please call us or visit the Household page of our website.
  13. I don't have Home Emergency Cover, can I add it now?


    Yes, so long as you have a current policy with us. If taken out part way through a policy, the Home Emergency Cover will only run until the expiry of the current policy and will not become active until 24 hours after it has been added.
  14. How do I decide on the best cover for me?


    Buildings - This section will provide a level of cover selected by you to rebuild the home to be insured. Anything that you would leave behind should you move home would usually be covered under the buildings section.

    Contents - This section provides a level of cover selected by you to replace all of the contents in your home. Anything that you would take with you should you move home would usually come under this section.

    Accidental damage - Accident damage will provide additional cover should you accidentally damage something. This can be added to buildings and/or contents. The additional cost will depend on the insurer and your personal circumstances.

    Personal possessions - You may choose to pay extra to cover items away from the home. Depending on the value of these items the insurer may want them to be specified. However, if the value falls below the single article limit then this could go in the un-specified section instead. The advantage to this is that you would not be restricted to this one item. You could claim for any number of items up to your chosen limit.
  15. What is the difference between standard and extended accidental damage cover?


    Standard - Standard accidental damage will provide some basic cover for limited items. For contents insurance this covers accidental damage to audio and visual equipment. For example, if you dropped your television whilst moving it to a different room. For buildings this covers underground pipes, fixtures, fittings, sanitary ware and any fixed glass/windows. For example, if you dropped something heavy in your bath and split it.

    Extended - Extended accidental damage will provide cover for the whole contents including any valuable items. For contents insurance this would cover spillages to carpets, ripped sofas and dropping ornaments. For example, if you dropped a tin of paint on your carpet. For buildings it would cover putting your foot through the ceiling whilst in the loft or accidentally damaging the kitchen worktop.
  16. If I make a mid-term adjustment, will it affect my premium? If so what changes might affect this?


    When making a mid-term adjustment there would be a fee of up to £35.00 from Autonet. Your underwriter will recalculate your premium and you will be charged accordingly. All changes may affect your premium. It is important that you tell us about any change in circumstances to make sure your policy is valid.
  17. Where do I locate my policy/reference number?


    This is located in the top right hand corner of any documentation that is issued to you from Autonet.
  18. Can a friend or family member cancel my policy?


    No we can only cancel a policy with the policy holder.
  19. If I want to cancel my policy, what do I do?


    You can cancel your policy in writing, via email or phone. If you wish to cancel your policy via email just send your name, reference number and reason for cancellation to hh.admin@autonetinsurance.co.uk. If you wish to speak to us, call us on 03303 438 486. Alternatively you can contact us via Live Chat on our website.
  20. Wishing to make a complaint


    Please register your complaint via the below link:
    https://www.autonetinsurance.co.uk/complaints/complaints-online-form