Frequently Asked Questions

How is my Motor Vehicle Insurance premium calculated?
The amount you pay for insurance depends on many factors including the type of cover and options you choose, the type of vehicle and where it is garaged, the drivers of your vehicle, including their age, driving and insurance record.

What is a no claim discount?
A No Claim Discount / Rating (NCD) is a discount off your premium. It is calculated based on your insurance or driving record. The discount increases each year to a set maximum if you do not make a claim that affects your discount.

When do I have to pay an excess?
Excess is the amount you might have to pay when you claim. The amount and types of excess are shown on your Certificate of Insurance. You will not have to pay an excess if:

Another vehicle is involved, we agree the driver of your vehicle was not at fault, and you can identify the vehicle and the other driver responsible (name, residential address, phone number and vehicle registration details) or
No other vehicle is involved, we agree the driver of your vehicle was not at fault, and you can identify the person responsible and prove that they were at fault (name, residential address and phone number).

How do I pay for my policy?
You can pay your Motor Vehicle Insurance premiums annually or by the month (a fee applies to pay by the month). Please see our payment options for more information.

Will my policy renew automatically?
If we are prepared to offer renewal of your policy, we will send you a renewal notice at least 14 days before the due date. It will show the amount payable, and the date your payment is due. You must pay your insurance by the due date to ensure cover is maintained. If you pay your insurance by monthly instalments you do not need to take any payment action, we will continue to debit your account on the same date of each month. If you pay your premiums annually please see our payment options for the available methods of payment.

What does my policy cover me for?
Your policy is designed to provide you with cover for loss or damage as a result of various incidents known as "Insured Events". It also comes with a number of additional features and benefits, which are automatically included.
You can also choose from a range of optional covers (for an extra premium) so that you can tailor your Home and Contents Insurance policy to meet your needs.

Is my Home covered while I am away on holidays?
Yes, your home is covered for up to 60* consecutive days. If you are going on holidays for more than 60* days and leaving your home unoccupied, you must notify us and obtain our consent for continuation of cover beyond 60 days.
If your home is going to be unoccupied for more than 60* days, we may:

Ask for extra security
Ask that someone visit your home weekly while you're away to collect mail and maintain lawns,
Impose a larger excess or charge an additional premium,
Discontinue cover.

What does new for old replacement mean?
If your home is damaged beyond repair or your belongings are damaged beyond repair or stolen, your Insurance Company will replace your home and contents new for old, regardless of their age.

What do I do in cases of Water Damage?
From broken pipes to leaking appliances, water damage is one of the most common causes of damage to a home. However, in many cases water damage can be avoided with routine maintenance. Here are some precautionary measures.

Kitchen, bathroom, and laundry rooms:

Periodically, check under the sink for signs of leaks from water supply lines or drain pipes.
If your refrigerator has an icemaker, check the hose connection to make sure it is securely attached to the water supply line.
Inspect washing machine hoses regularly for wetness around hose ends and signs of bulging, cracking, or fraying.
Don't flush foreign objects down the toilet.
Consider having a professional plumber to inspect and repair pipes.
At the start of the cooling season, have the A/C system serviced by a qualified contractor. Periodically change the air filters on a regular basis.

Outside your home:

Keep roof, valleys, gutters, and downspouts free from buildup of leaves, twigs, and other litter preventing proper drainage. Leaves, debris, and dirt near roof edges or outside the gutters may impair drainage and lead to deterioration.
Avoid walking on a roof to limit wear and tear. Only necessary repairs or inspections should warrant walking on the roof.
Keep trees trimmed to prevent them from rubbing against the roof or from providing excessive shade.
Clean debris from your gutters and inspect them regularly.
Consider purchasing gutter shields if your gutters frequently fill with debris.

In case of water damage here are some things you can do to protect your home:

If possible stop the source of the leak.
Remove as much water as possible by mopping and sponging.
Move paintings, art objects and other valuable items to a safe dry place. Use fans or air conditioning to circulate air.
If a room is covered in water, don't enter if electricity supply is still on.
Don't use a vacuum cleaner to extract water from carpet. Remove rugs for drying and cleaning.
Make sure you take all the necessary steps to speed up the drying process (open cupboard doors and drawers, lift curtains and drapes off wet carpet etc.).

How can I avoid burglary/theft?
Having security on your home can act as a precautionary measure to protect you against burglary and theft. Installing a minimum level of security can make all the difference to help prevent an intruder coming into your home when unattended. Measures that may help maintain a minimum level of security include:

Key-operated two-cylinder deadlocks fitted to all external hinged doors
Key-operated locks or patio bolts fitted to all external sliding doors
Key-operated single cylinder window locks fitted to all accessible windows
Security grills or security screens fitted to all accessible windows
Local or back to base burglar alarm system installed in the home