Frequently asked questions
These answers apply to policy number beginning with SBY or NHP. For new policies and all other policy numbers, please refer to the FAQs here.
Who underwrites your home insurance product?
If your policy number begins with NHP or SBY, your Sainsbury's home insurance policy is administered by Halifax General Insurance Services Limited, Registered in England and Wales No: 2791889, Registered Office: Trinity Road, Halifax, West Yorkshire HX1 2RG and underwritten by St Andrew's Insurance plc, Registered in England and Wales No: 3104671, Registered Office: 33 Old Broad Street, London, EC2N 1HZ. Halifax General Insurance Limited is authorised and regulated by the Financial Conduct Authority. Sainsbury's Bank plc and St Andrews Insurance plc are authorised by the Prudential Regulation Authority and regulated by the Financial Conduct Authority and the Prudential Regulation Authority.
What's classed as 'buildings'?
Buildings means the structure of your property, fixtures and fittings, patios, terraces, footpaths, swimming pools, tennis courts, drives, walls, roofs, fences, hedges and gates.
What's classed as 'contents'?
Contents means items you would probably take with you if you move home, including curtains, furniture, digitally downloaded content, electrical appliances, valuables, clothing and personal effects.
Is anything in my garden covered?
Your contents cover provides up to £500 for items usually kept outside, such as barbeques or garden furniture.
Do I have cover for trace and access?
Trace and access cover - to find the source of damage caused by water and oil - isn’t available under your policy.
Is cover for pedal cycles included in my policy?
Yes, if you have contents insurance this includes up to £500 cover per bicycle while it’s in your home. For cover away from the home, bicycle cover is included under Personal Belongings, up to £500 per bicycle.
Can I insure my home if it’s used for business?
Yes, up to £5,000 cover for office equipment in the home is included. There’s a limit of £1,500 for any single item.
Are my possessions covered away from my home?
If you added Personal Belongings to your policy they’re covered, up to the limit shown in your schedule, against theft, loss or accidental damage while away from your home but within the British Isles. If you go abroad, they’re covered for a maximum of 60 days in any 12 month period. There’s a limit of £1,500 for any single item. Refer to your policy schedule for details of other limits.
What extra cover does Accidental Damage give me?
It covers accidental damage caused by you, or your family, to your buildings or contents, such as paint spillages or damage caused by pets.
Can I cover student belongings?
If your policy number starts with SBY and you extended your policy to cover your, or a family member's, contents while at university, you’ll have up to £5,000 cover for loss or damage. There is a limit of £1,500 for any single item. You must also tell us that these family members are students. This cover isn’t available if your policy number starts with NHP.
Can I add Home Emergency cover to my policy at any time?
Yes, just call us on 0345 850 5500 for a quote.
Our Home Emergency cover is underwritten by Inter Partner Assistance S.A. who are a wholly owned subsidiary of AXA assistance S.A. and part of the worldwide AXA Group. Inter Partner Assistance S.A. is authorised by the Commission Bancaire Financière, et des Assurances in Belgium and subject to limited regulation by the Financial Conduct Authority (FCA) in the UK. Registered in Belgium number 394025.
The UK branch is registered in England and Wales number FC008998, Inter Partner Assistance S.A., The Quadrangle, 106 – 118 Station Road, Redhill, Surry, RH1 1PR.
What does Legal Expenses cover me for?
Legal Expenses covers things such as bodily injury, employment disputes, contract disputes and property disputes up to £50,000. You can add this to your policy at any time, for an additional premium. Call us on 0345 850 5500 for a quote.
Our Legal Expenses cover is underwritten by DAS Legal Expenses Insurance Company Limited, registered in England and Wales number 00103274, authorised by the Prudential Regulation Authority and regulated by the Financial Conduct Authority and the Prudential Regulation Authority as an insurance company and to undertake insurance mediation under Financial Services registration number 202106.
Can I protect my NCD?
If you have at least five years’ no claims discount you can protect this for an additional premium. With protected NCD you can make one buildings and one contents claim in any policy year without losing any no claims discount.
Do you charge any fees in connection with my policy?
We don’t make any charges if you decide to pay monthly, amend your policy or cancel your policy mid-term.
How do I amend my home insurance policy?
Just call us on 0345 850 5500.
What happens if I move house?
Call us on 0345 850 5500 to arrange cover for your new home.
What happens if I make a change to my house?
If you renovate or extend your house you need to make sure that you still have enough cover. Call us on 0345 850 5500 to discuss your cover level before you start work on your property.
How do I renew my home insurance policy?
We’ll send you a renewal notice before your policy expires. This will contain information about your premium and your cover. Check that’ it’s correct and let us know if you want to make any changes.
If you pay by Direct Debit we’ll continue to collect your renewal payment in this way, unless you tell us not to. If you pay by card or by cheque, you’ll need to call us to make a payment at renewal. Our number is 0345 850 5500.
How do I cancel my home insurance policy?
Call 0345 850 5500. We’ll refund any unused premium, provided no claim has been registered during the policy term.
What helplines are available?
To make a claim: 0345 850 5500. We're open Monday to Friday 8am-6pm and 9am-1pm on Saturdays
24 hour home emergency helpline: 0345 603 2252
24 hour Eurolaw legal helpline: 0345 603 2257
What conditions are classed as a storm?
Storm conditions are defined in your policy wording, as winds of at least 55mph and / or 15mm of rainfall in any morning or afternoon period.
What is Flood RE
Flood Re is a scheme developed by the insurance industry and the Government to help insurers make flood cover as widely available as possible. With Flood Re, Sainsbury's Bank Home Insurance customers still purchase their policy in the normal way, and any claims will continue to be handled by us. For further information about how Flood Re works please visit www.floodre.co.uk.