Frequently asked questions
Help is at Hand
Will my policy automatically renew each year?
Your policy documentation will tell you the current status i.e., if your policy is set to automatically renew or not. You can also check the current status by logging on to your customer account. Most policies are set to automatically renew by default unless you have opted for this not to be the case. Auto-renewing your cover lowers the risk of your policy expiring because you forget to renew it; where a policy expires you may be charged a higher premium for a new policy or the insurer may refuse to re-issue cover. Whether a policy is set to auto-renew or not we will always send renewal terms to you in advance of the renewal date, giving you time to ensure that the policy still offers adequate cover, you are happy with the renewal premium and for you to notify us if any information about your circumstances has changed. You can cancel without charge during the cooling off period if you do not wish to renew the cover. You can change your auto-renewal preference at any time, either when you first take out the policy or anytime afterwards by logging on to your customer account, or by contacting us by telephone, email or post.
How do I cancel automatic renewal of my policy?
You can change your auto-renewal preference at any time from within your online customer account or by contacting us by telephone, email or post. Most policies are set to renew automatically by default. Auto-renewing your cover lowers the risk of your policy expiring because you forget to renew it; where a policy expires you may be charged a higher premium for a new policy or the insurer may refuse to re-issue cover. Whether a policy is set to auto-renew or not we will always send renewal terms to you in advance of the renewal date, giving you time to ensure that the policy still offers adequate cover, you are happy with the renewal premium and for you to notify us if any information about your circumstances has changed. You can cancel without charge during the cooling off period if you do not wish to renew the cover.
How do I make a claim?
To make a claim please follow the instructions in your policy booklet. In most cases the best way is to call the claims phone number but you may also write to or email the claims handler. For Buildings and Contents policies and emergency products the claims lines are available 24 hours a day 7 days a week. If you cannot locate your policy booklet or do not have it to hand you can locate the claims phone number on the How to make a claim page of this site or alternatively you can call us on 01904 476096 and we will locate your policy record and provide the correct contact details.
How do I make a complaint?
In the unlikely event that you have reason to complain it is very important that we direct your complaint to the right person as quickly as possible. Instructions on how to complain are detailed in your policy booklet. You can also call or write to us. Please click here for our contact details.<\n> If your insurance policy is with Lloyd’s insurers you can also refer your complaint to Lloyd’s at the following address: Lloyd’s Complaints Department Lloyd’s Market Services Fidentia House Walter Burke Way Chatham Kent ME4 4RN By phone +44 (0)20 7327 5693 By email: firstname.lastname@example.org Website: www.lloyds.com/complaints
How do I contact customer services?
We offer a number of options for you to contact customer services as detailed below:
- email. You can email email@example.com
- You can complete the contact form on our website by clicking here
- Phone. You can call us on 01904 476096. Our offices are open Monday to Friday 9am to 5pm.
I haven’t received my policy documents?
If you chose to receive documents online they will be available to view and print from your customer account immediately the policy is completed. From the home page click the "View & Print my documents" button or login to follow the links to Customer Account. You can then view all documents related to your policy. If you have chosen to receive paper documents please allow up to three working days for them to arrive. If your documents do not arrive after seven working days please call us on 01904 476096.
Can I view my policy online?
Yes all the policies you hold with us can be viewed by logging into your customer account. In order to view your policies online you may need to register your account. The process is very straight forward and will only take a few minutes. If you have any problems accessing or setting up your account please contact us on 01904 476096. (Mon-Friday 9am – 5pm)
How do I change my address?
To notify us of a change of address simply call us on 01904 476096.
How do I get a quote for a new policy?
Cavere Insurance is a product provider and we do not sell directly to the public. If you contact us we can put you in touch with one of our approved brokers in your area who will be able to provide you with a quote for one of our products. Click here to request a call back.
Do you cover properties that have been flooded or are in a flood risk area?
My mortgage provider has asked they are noted on my policy, am I able to add them as an interested party?
Yes, we are able to add your mortgage provider as an interested party, and their details will show on your policy schedule. To add their details to your policy, simply call us on 01904 476 096.
My policy is due for renewal shortly, when will I receive my renewal notice?
We normally post your new policy documents to you around 21 days before your renewal date. You can also view your renewal invitation by logging into your customer account. Please take time to read through these documents carefully, to ensure that they accurately reflect your current circumstances, and that the cover provided by your policy is still suitable and appropriate for your needs. If you do need to make any changes to your policy, please contact us as soon as possible on 01904 476 096.
My cover lapsed as it fell into arrears, how do I reinstate my policy?
Please contact us immediately on 01904 476 096 to discuss the current status of your policy as we may be able to reinstate your cover.
I wish to cancel my policy but I have made a claim in the current policy year?
If any claim has been made during the period of cover provided, you must pay the full annual premium.
What is the excess that applies to my policy?
The excess is the amount you will need to pay towards each claim, and will be detailed on your policy schedule. The excess may be different depending on the reason for the claim, and the total excess payable includes both the standard policy excess as well as any voluntary excess you may have.
What would happen if my property becomes unoccupied?
If a property becomes unoccupied for more than 60 consecutive days (30 days for Home Emergency policies and Legal Expenses) certain elements of cover may need to be removed and additional endorsements may need to be applied. It is important that you update us as soon as you are aware that this is the case so that we can make the necessary adjustment to your policy to ensure that your cover remains in place.
How do I renew my policy?
[vc_row][vc_column][vc_column_text]Where we offer you renewal, your reminder will be sent to you around 21 days before your renewal date. We will normally send the reminder in the post but we may also send you an email if you purchased your policy online and/or have previously requested your documents electronically. Please ensure that the information on your renewal documents is complete and accurate. If you pay by Direct Debit, we will automatically continue to collect your premium unless:
- You have cancelled the Direct Debit mandate with your bank; or
- You have opted out of automatic renewals.