Home insurance

Got a question? We have the answers!

You can find the answers to some of our most frequently asked questions below. If you can't find what you are looking for here, you can ask us a question.

What's the difference between buildings insurance and contents insurance?

Buildings insurance covers the structure of the home together with its fixtures and fittings: it covers the cost of repair or rebuilding after fire or weather damage for instance. Contents insurance covers the contents of your home, the possessions you would take with you if you moved house.

What does Aviva buildings insurance cover?

It covers the main structure of your home. If it were to subside, burn down or be damaged or destroyed by extreme weather, your policy will cover the costs of rebuilding or repair. It also covers any permanent fixtures in your home like built-in wardrobes, kitchen surfaces, taps, basins, baths and showers.

Aviva buildings insurance includes cover for outbuildings, boundary walls, gates, pools, drives and paths as standard. It will also cover the cost of suitable temporary alternative accommodation should your home be uninhabitable following a claim.

What does contents insurance normally cover?

Contents insurance covers the contents of your home and your personal possessions - all the things you would normally take with you when you move house. Your furniture, carpets, computer, entertainment equipment, CDs, DVDs, videos, valuables, clothing, personal belongings - even the food in your freezer! You may be asked to specify certain higher valued items on the policy and you may be asked to make additional security provisions such as locks or a burglar alarm if you live in an area with a high theft rate. Many contents insurance policies will also cover your belongings when you are temporarily away from your home or on holiday (usually within the UK only), but cover is often restricted. Make sure you check the terms of your individual policy so that you can buy additional cover if needed.

What amount should I insure my buildings for?

We offer an unlimited blanket sum cover for your buildings, so you don't need to worry about entering your rebuild cost unless:

• Your house was built before 1800
• Your house is not of standard construction (ie does not have brick walls and a tiled roof)
• You live in a flat
• Your property is a listed building

In these circumstances, it is more important for us to know your exact rebuild cost.

How do I make a claim?

Make sure you keep your policy documents in a safe place, with the policy number and claims line number easily to hand. Don't forget, if you register with our self service facility all your policy details are securely held online for you to access at any time. The Aviva home insurance claims line is open 24 hours a day, and much of the paperwork can be done quickly and easily over the phone. Just call 0844 891 1222 (0844 numbers will be charged at 3p per minute from a BT landline. Calls from other networks may vary.) to make a claim.

How long does it take for a claim to be settled?

As soon as we have checked that your claim is covered by your policy, we will get the process moving. Straightforward claims are normally settled very quickly, and in all cases we will keep you informed of our progress.

What sort of things are NOT covered by my buildings insurance?

Most claims can be settled. However, please note that unless you have selected the accidental damage option, you can only claim for the specific events detailed in the policy document. Even if you have opted to take out Accidental Damage cover, there are a few (typically very rare) occurrences that are not covered.

Please see Aviva home insurance policy wording document for details of all exclusions and cover limits that apply to buildings insurance.

My home insurance policies are with my mortgage company. Can I switch?

Typically, you are free to switch to the company of your choice. Check your mortgage agreement to make sure you don't need to tell your lender before you take out a new policy. You may be able to save money by switching.

Do I receive a cheque after a claim?

Some people prefer to receive a cheque for their loss but this is becoming increasingly infrequent. Most contents insurance companies will replace items for you as they can bulk-buy. This reduces the cost of claims and ultimately helps keep premiums lower.

Am I eligible to save 50% online?

Providing you are a new Aviva home insurance customer with five or more claim free years on your existing home insurance policy you will be eligible to save 50% when you buy home insurance online. The discount doesn't apply to any optional covers. Minimum premium applies, where minimum premium is reached, a reduced discount may apply. Proof of no claim status may be required.

To receive the 50% online offer will I need to provide evidence of my no claim discount?

Yes we may ask you to provide proof of your no claim status.

Are optional covers included in the 50% saving online?

No, optional covers are not included in the offer and will be charged for at the standard price.

Are loyalty discounts still available with the 50% saving online offer?

Our loyalty discount applies with this offer. 20% will be deducted from your home premium if you have another home, car, van, life or healthcare insurance policy direct from Aviva. Minimum premiums apply.

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