Important documents to read
If you've already purchased Benenden Home Insurance:
Policy documents
Insurance Product Information Documents (IPIDs)
We've made the decision to no longer offer Home Insurance to our members and customers.
If you have a policy with us you will be offered the opportunity to renew your home insurance policy directly with our Home Insurance provider Uinsure or UIA closer to your renewal date.
About Benenden Home Insurance (for existing customers)
Who regulates us?
Benenden Home Insurance is distributed by Benenden Wellbeing Limited, an insurance intermediary, which is authorised and regulated by the Financial Conduct Authority (Financial Services Register number 593286). Registered in England and Wales (Company No 8271017). Benenden Wellbeing Limited is a wholly owned subsidiary of The Benenden Healthcare Society Limited. Registered Office of both: Holgate Park Drive, York, YO26 4GG. You can find us on the Financial Services Register at www.fca.org.uk/register or you can call them on 0800 111 6768. Benenden Health is a trading name of Benenden Wellbeing Limited.
About our service
Benenden Wellbeing Limited distributes the product on behalf of the insurer. You will not receive advice or a recommendation from us.
About the product
Benenden Wellbeing Limited only offers Home Insurance from a single Insurer, Uinsure Limited. Uinsure Limited is authorised and regulated by the Financial Conduct Authority (Firm Reference Number 463689). Registered address: 8 St John Street, Manchester, M3 4DU.
What you will have to pay us for our service
Benenden Wellbeing Limited do not charge any fees in relation to your home insurance. However, Uinsure charge a standard £36 fee at each renewal, but there are no additional charges to make changes in the policy year or to cancel. Should you pay for your Home Insurance monthly, there is a 12% fee added for premium finance.
What we receive
Benenden Wellbeing Limited receives a commission from Uinsure Limited, which means that a percentage of the premium you pay is given to Benenden Wellbeing Limited. We may also receive a share of the profit from the policies we arrange if Uinsure Limited calculates that a profit has been made.
Making a complaint
If you think that we haven’t given you the service you expected, we’d like you to let us know so that we can try to put things right. If you’re not happy you should contact us our Customer Relations team, using the address shown in your documentation. If they can’t resolve your complaint they’ll let you have written confirmation of our final response so you can refer the matter to the Financial Ombudsman if you’d like to do so. This won’t affect your right to take legal action.
Financial Services Compensation Scheme
This service is covered by the Financial Services Compensation Scheme (FSCS) – further information can be found in the policy documentation.
Aiming to make claiming easy
If you need to make a claim, make sure you have your policy number and schedule to hand. You may also find it useful to make as many notes as possible about what happened, any damage and how much the items are worth (receipts are really helpful for this). These steps will help our specialist team to process your claim as quickly as possible.
Before you get in touch
Switch off the electricity, water, gas etc., if this will prevent any further damage to your home, provided it is safe to do so.
Keep all damaged items which you're claiming for, as the claims handler may need to see them. If there's risk of further deterioration, take photographs of the items too.
Collect all paperwork that supports your claim including receipts, valuations, guarantees and instruction manuals. Photographs of items may help as well.
Report theft and malicious or impact damage to the police immediately.
Information to have on hand when you call
Your policy schedule: It contains your policy number and the personal details you gave us when you took out cover. Please take a moment to look at the cover you bought.
Your policy excesses: It’s worth checking your policy excesses; all payable excesses are listed on your policy schedule.
Explaining the claims process
Claim is initiated by phone – during this call the Claims Team will establish whether your policy covers the nature of the claim described.
If the policy provides cover for the claim, it'll be registered and guidance given on the next steps.
The Claims Team will speak to you to establish the circumstances around what’s happened and the extent of the damage. Dependent on the claim type, the extent of the damage or the potential solution, they may ask to send someone to assess the situation. If so, this will be discussed during the call.
We'll discuss the options with you and agree the best approach.
Estimates may be requested ahead of any work taking place and receipts or supporting documentation afterwards, to support the claim. Depending on the nature of the claim, the team can also put you in touch with authorised tradespeople.
Settlement paid (usually within three days) or, repair completed /replacement received.
What happens once a claim is registered?
Depending on the type of claim you make, it may be possible for your claim to be settled by the claims team. If your home or belongings require any repairs, it may be necessary to appoint someone to assess the damage. Once registered, a Claims handler will make sure you are always up-to-date with progress.
Contact details to submit your claim can be found on our Useful Contacts page.
