Non Standard Home Insurance

• Buildings insurance – covers the structure of your home, such as the walls, roof, floors, windows and doors, and fixtures and fittings like your kitchen and bathroom
• Contents insurance – covers the contents inside your home, such as furniture, clothing, electronics and other household items, up to the limits shown in your Policy Schedule.

You also have the option to combine both:

• Buildings and Contents insurance – a single policy that includes both types of cover, protecting the building itself and your belongings together.

No, it is not a legal requirement to have any home insurance. However, if you own your home it may be a requirement of your mortgage to have buildings cover as a minimum.

The level of cover you need depends on your individual circumstances and can vary from customer to customer. If you are unsure which cover to choose, please refer to Section A, “Definitions”, of your Policy Booklet or visit our blog post.

Your cover begins from the exact date and time agreed when you take out the policy. You can find confirmation of your policy start date and duration in your Policy Schedule, which is attached to your Welcome Email.

Yes, storm damage is included in your policy. Storm damage is defined in the policy booklet under Section A – Definitions as ‘A period of violent weather including either wind speeds of at least 55mph, rainfall of at least 25mm per hour, snowfall of at least 30cm in 24 hours or hail so intense it damages surfaces or breaks glass.’

Each storm damage claim is reviewed on a case by case basis, however, there are general exclusions to the cover such as damage to fences, or damage caused by normal wear and tear or poor maintenance. For full details please refer to your policy booklet, or speak to one of our agents.

Flood damage is covered. For full details, please refer to Sections B and C of your Policy Booklet, as well as your Policy Schedule and Endorsements.

Yes. Valuables such as jewellery, watches and electronics are usually covered under your contents insurance, and may also be covered away from home if you have added the optional Personal Belongings cover. Please note that limits apply, and any high‑value items worth more than £1,500 each must be listed separately on your Policy Schedule.

Your home is usually still covered while you are away, as long as it is not left unoccupied for more than 40 consecutive days in a year unless we have agreed an extended unoccupancy which is referenced in your Policy Schedule.

Subsidence means ‘the downward movement of the ground beneath the Building by a cause other than the weight of the Buildings themselves’.

Underinsurance is when the value you choose for your buildings, contents or specified items is less than it would actually cost to rebuild or replace them as new. If the values on your Statement of Fact are lower than the true value, the insurer may only pay part of any claim, or in some cases not pay it at all.

For more help with setting the right values for your buildings, contents and specified items, please refer to your policy wording or visit our blog post. If you are unsure whether the values you have selected are correct, please call us on 0330 331 0749.

Index linking occurs at each renewal of your policy, where the insurer automatically increases your sums insured by a suitable index (usually based on inflation). The sums insured are not reduced if the index falls that year.

For index linking to be efficient, it requires for your sums insured to be correct at new business, we also ask that you review your sums insured at every renewal, and after any building work or changes to your contents.

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• If you need to make a household claim, please call our UK-based team as soon as possible on 01732 497 234, Monday to Friday, between 09:00 – 17:00.
• If you need to make a claim under your ‘Home Emergency cover’, please call 0330 331 0748. Our Home Emergency Claims team is available 24/7 to help you through the process.

When you make a claim, please have the following information ready:

• Your name, address and telephone number
• Full details of the claim,
• Date of loss
• Your Policy number; and
• Crime reference number, if applicable
• We may require your previous insurance information and/or documents as part of validating your claim.

You must report any claim, incident, or loss to us as soon as possible and assist and cooperate with our enquiries at all times. Failure to cooperate may result in your claim being rejected, your settlement being reduced, and/or your policy being cancelled or voided.

Yes, in many cases you can add or change cover during your policy term. This will be subject to an administration charge and any change in premium.

To make changes or amendments to your policy, please call our Customer Service team on 0330 331 0749, Monday to Friday between 09:00 – 17:30.

Yes, please let us know before starting any major work, such as extensions, structural changes, loft conversions, or significant renovations. To report any renovations, please contact our Customer Service team on 0330 331 0749. Our opening hours are Monday to Friday, 09:00 – 17:30.

No, we are unable to arrange cover for rental properties.

No, we are unable to arrange insurance for student houses or shared/multi‑occupancy accommodation.

Yes. We can arrange cover for homes going through probate, including periods when the property is unoccupied, subject to acceptance and any special terms shown on your Policy Schedule. To discuss your options, please contact our UK-based team on 0330 331 0749. Our opening hours are Monday to Friday, 09:00 – 17:30.

The excess is the amount you pay towards each claim. The exact amounts are shown on your Policy Schedule.

In many cases, you can. To discuss changing your payment date, please contact Granite Finance on 01704 339 500, Monday to Saturday between 09:00 – 17:00.

We will send your renewal documents around 21 days before your policy ends. These will explain your new premium and confirm whether your policy will renew automatically or if you need to contact us to renew. To renew your policy, please call our Renewals team on 01704 270 002, Monday to Friday, between 09:00 – 17:30.

If you have not received your policy documents, we can send them to your registered email address. Please call our UK‑based team on 0330 331 0749, Monday to Friday between 09:00 – 17:30, to discuss your options.

You can cancel at any time by calling 01704 339 000. Our opening hours are Monday to Friday, 09:00 – 17:30.

If you miss a payment, please contact Granite Finance on 01704 339 500, Monday to Saturday between 09:00 – 17:00. Granite Finance may charge a £25 default fee under your credit agreement, and if payments are not brought up to date your policy may be at risk of cancellation. For information on how cancellation and any premium refund would work, please see Section H – Cancelling Your Policy in your Policy Booklet.

To contact our UK‑based customer service team, please call 0330 331 0749. Our opening hours are Monday to Friday, 09:00 – 17:30.