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Home Insurance Frequently asked insurance questions. Click here to get a free quote

Insurance FAQs

You can pay for your policy by making a one-off payment for the year or by making monthly instalments at no extra charge.

Annual payments can be made by debit/credit card or cheque; alternatively monthly payments can be made by direct debit.

If your circumstances change, you may need to contact RSA to check that your needs are still covered and that you’re not breaching the terms of your policy and invalidating or reducing the value of any future claim you may have to make.

You must tell RSA within 30 days of knowing any changes and in many cases, it could just be a simple adjustment to your home insurance policy. You can let RSA know about your changes in circumstances by using the contact details on the front of your policy schedule.

Below are some common examples of changes in circumstances. For a full list of details, please read your Policy Wording Booklet provided by RSA:

  • The number of bedrooms changed.
  • Any increase in the value of your items or the rebuilding cost of your building.
  • Someone other than a family member is going to be living in the home.
  • The home will be unoccupied for more than 60 days in an insurance period.
  • Building work on your property.
  • You or any member of your family has received a conviction for any offence except for driving.

If you wish to cancel your policy, please either call or write to RSA. Their address and phone number are shown on your policy schedule. If you cancel the policy, you may be entitled to a refund of premium, provided that no claim has been made during the current insurance period.

Cancellation by you within the first 14 days
If you cancel the policy within 14 days of the date you receive your policy documents, RSA will refund the premium, provided no claim has been made during the current insurance period.

Cancellation by you after the first 14 days
If you cancel the policy after 14 days of the date you receive your policy documents, RSA will refund premiums already paid for the remainder of the current insurance period, provided no claim has been made during the current insurance period. 

RSA's claims lines are available 24 hours a day and every day of the year. Click on the link below for full details on how to make a home insurance claim.

How to make a claim

Step 1

If your complaint relates to your policy, then please contact the RSA’s sales and service number 0345 070 0772.

If your complaint relates to a claim, then please call the claims helpline number 0345 072 7148.

RSA aims to resolve your concerns on an informal basis, within three business days. Where they have been able to, they will send you a letter confirming this. They’ll also explain how you may be able to refer the matter to the Financial Ombudsman Service if you subsequently decide that you are unhappy with the outcome.

Alternatively, if your complaint is about the sale of your policy, it should be addressed to Leek United Building Society. You can call us on 0800 083 3783 or write to 50 St. Edward Street, Leek, Staffordshire ST13 5DL. For more details on Leek United's complaints procedure, please click here.

Step 2

In the unlikely event that RSA are unable to resolve your concerns through their informal complaints process, their Customer Relations Team will then review the matter on behalf of their Chief Executive. Once RSA’s Customer Relations Team have reviewed your complaint, they will send you a final decision in writing within 8 weeks of the date they received your complaint. Their contact details are:

Post:
RSA
Customer Relations Team
P O Box 255
Wymondham
NR18 8DP

Email: crt.halifax@uk.rsagroup.com

If you’re still not happy

If you're still unhappy after their review, or you have not received a written offer of resolution within 8 weeks of the date RSA received your complaint, you may be eligible to refer your case to the Financial Ombudsman Service. The Financial Ombudsman Service is an independent body that arbitrates on complaints. They can be contacted at:

Post:
Financial Ombudsman Service
Exchange Tower
Harbour Exchange Square
London
E14 9SR

Telephone:
0800 023 4567 (free from mobile phones and landlines)
0300 123 9123 (costs no more than calls to 01 or 02 numbers)

Email: complaint.info@financial-ombudsman.org.uk

Website: www.financial-ombudsman.org.uk

You have 6 months from the date of RSA's final response to refer your complaints to the Financial Ombudsman Service. This does not affect your right to take legal action, however, the Financial Ombudsman Service will not adjudicate on any case where litigation has commenced.

Covid-19 Related Insurance FAQs

RSA are here to help. They are offering payment deferrals to their customers struggling financially due to coronavirus so please get in contact with them as soon as you can by emailing them at halifax.corporate@uk.rsagroup.com or phoning RSA on 0345 070 0772. RSA will get back to you as soon as possible. They can discuss the options available to you and rest assured all conversations are confidential.

If you are unable to do this yourself or would prefer that RSA discuss your policy with a family member or friend, they need your permission to do this. Please let RSA know if this is the case when you contact them.

Under normal circumstances, RSA tell their customers that documents can take up to 2 weeks to arrive by post. There may be delays in receiving your documents at the moment due to Royal Mail reduced services in response to coronavirus.

You do not need to tell RSA if you are carrying out clerical work from home, such as using a laptop or phone.

You do not need to add work equipment (e.g. a phone or laptop) to your policy if they are owned by your employer.

Any business equipment owned by you can be covered under your policy. Please check your Policy Schedule and Policy Wording for more details and limits.

If you have to leave your home unoccupied under the following circumstances:‐

  • Staying with friends, family or carers whilst the Government advises staying at home.
  • Staying with friends, family or carers whilst self‐isolating.
  • Being unable to travel home from abroad.
  • Being in hospital.

RSA's policy usually allows for your home to be unoccupied for up to 60 days before certain restrictions apply. However, they will waive these restrictions if that is unavoidable as a result of coronavirus. You do not need to let them know if your home will be unoccupied due to coronavirus.

If you are planning to leave your property unoccupied, here are some tips to help protect it:

  • ask a friend or neighbour to keep an eye on your property;
  • ensure your windows and doors are locked (and remove keys) and set your alarm;
  • switch off and unplug electrical items;
  • turn off the gas at the mains, unless it’s required for an automatically controlled heating system;
  • turn off the water at the mains and drain the system unless an automatically controlled heating system requiring the water supply is left in operation.

No, you don’t need to tell RSA if you are home more often because of the virus.

If the home is occupied by anyone other than you or your family, certain restrictions apply. However, RSA will waive these restrictions if your friend or carer is staying with you as a result of coronavirus. If your friend or carer continues to stay with you after the Government advice to stay at home or self‐isolation finishes, you must tell RSA so they can update your policy.

Yes, RSA will cover personal belongings that are temporarily removed from your home if you are living elsewhere while the Government advises that you stay at home or during self‐isolation if you lose them, they’re damaged in a fire or stolen. Please check your Policy Wording for a full list of what RSA do and don’t cover, and details of policy limits.

Yes, RSA will continue to cover your items, subject to the validity of the information you have provided while you have to stay at home or self‐isolate. Please provide RSA with a valuation as soon as you can once restrictions are lifted. Details of how to do this are included in your policy documentation. In the meantime, you will be covered and RSA will send you a reminder at a later date.

If you find you have missed your renewal date due to issues relating from coronavirus, then please email RSA on halifax.corporate@uk.rsagroup.com or phone 0345 070 0772 and they will do what they can to either reinstate your policy or arrange a new policy for you as soon as possible.

Please email RSA to add high value items to your policy at:

halifax.corporate@uk.rsagroup.com

Please email RSA at:

halifax.corporate@uk.rsagroup.com

You can submit a home insurance claim by calling 0345 072 7148.

RSA are working with their suppliers to keep any disruption to their claims process to a minimum, however their repairers will keep you updated if there are any possible delays relating to your individual repair, such as a delay to sourcing parts or materials.

Please call RSA on 0345 070 0772 if your policy needs to be renewed within the next 5 days. Please note their lines are open Monday – Friday, 9am – 5pm.

For all other queries, please email RSA at halifax.corporate@uk.rsagroup.com and they’ll do their very best to get back to you within 5 days. Your patience during this time is greatly appreciated.

Unsure about anything? Just contact us below or call 01538 384151