Home Insurance: Frequently Asked Questions
The June 2026 Insurance Product Information Document (IPID) names Devon Bay Insurance Company Limited as the underwriter.
Your Policy Schedule and current policy documents confirm the insurer responsible for your individual policy.
If you need confirmation, please refer to your Policy Schedule or contact the insurance agent.
2. Does my policy cover my belongings?Your policy can cover loss of or damage to personal belongings that you own or are legally responsible for.
The maximum amount covered is shown as your contents sum insured on your Policy Schedule.
Cover depends on the type of incident, policy conditions, limits and exclusions.
3. Am I covered for fire, flood or storm damage?Yes, fire, flood and storm damage are listed as insured events under the contents cover.
However, exclusions, policy limits and conditions apply. Your Policy Schedule and full policy wording explain exactly what is covered.
4. Is theft covered?Theft is listed as an insured event under the policy.
However, certain exclusions and conditions apply. For example:
- Theft caused by an insured person is excluded.
- Special conditions apply to theft in shared accommodation.
- Additional conditions apply to theft from garages and outbuildings.
Whether your belongings are covered will depend on the circumstances of the theft.
5. Are my belongings covered outside my home?The policy lists cover for specified and unspecified personal possessions outside your home under Section 3.
This cover may not automatically be included in every policy.
Check your Policy Schedule to confirm whether you have selected this cover and what limits and exclusions apply.
6. Are mobile phones covered?The IPID lists mobile phone cover up to £500.
However, this does not mean every type of loss, theft or accidental damage is automatically covered.
Your Policy Schedule and full policy wording explain the conditions and exclusions.
7. Are bicycles covered?The policy lists cover for pedal cycles stolen from or damaged within your home, up to £1,500.
Specific conditions and exclusions apply, so check your policy wording to confirm whether your circumstances qualify.
8. Is accidental damage included?Accidental damage is an optional extra.
You should check your Policy Schedule to see whether you selected this cover when taking out your policy.
Do not assume accidental damage is included as standard.
9. What is my insurance excess?The June 2026 IPID states:
- Standard compulsory excess: £150.
- Escape of water claims: £250.
Your Policy Schedule and any policy endorsements should be checked to confirm the excess that applies to your individual policy. Additional excesses may also apply.
10. Will my insurance pay for alternative accommodation?The policy lists alternative accommodation cover of up to 15% of your contents sum insured.
This may apply if your home becomes uninhabitable following damage caused by an insured event.
The circumstances and policy conditions will determine whether you qualify.
11. Does my policy cover damage caused by my pet?The IPID lists pet damage cover up to £3,000, subject to conditions and exclusions.
The following are listed as exclusions:
- Veterinary fees.
- Damage caused by dangerous dogs.
- Dogs used for financial gain.
- Homes with more than four pets.
Please check the full policy wording for the exact conditions.
12. Does my insurance cover wear and tear, damp or mould?No. The policy lists several exclusions and restrictions, including:
- General wear and tear.
- Gradual damage.
- Rot.
- Damage caused by insects or parasites.
- Damage caused by vermin.
- Fungus and mildew.
Cover depends on the cause of the damage. Please refer to your policy wording for further details.
13. What happens if my home is left empty?You must tell the insurer as soon as possible if your home becomes unoccupied.
The policy includes restrictions on certain types of cover while a property is unoccupied or unfurnished.
If you are planning to leave your home empty, contact your insurance agent or insurer before doing so to check whether your cover will be affected.
14. What happens if someone else moves into my home?You must tell the insurer as soon as possible if another person moves into your home.
The insurer may need to review your policy details to confirm that your cover remains appropriate.
15. Can I pay for my insurance monthly?The IPID confirms that the premium can be paid annually or that you can speak to your insurance agent about available credit facilities.
Monthly instalments are not confirmed as an option for every resident.
Please contact your insurance agent to check which payment options are available.
16. How long does my insurance policy last?The policy is an annual policy lasting 12 months.
Your Policy Schedule confirms your policy start date and renewal details.
The policy may be renewable each year, subject to the insurer's terms.
17. Can I cancel my policy within 14 days?Yes, you can request cancellation within the 14-day cooling-off period.
The June 2026 IPID states that:
- Any refund is calculated using the exact number of days remaining.
- Insurance Premium Tax is included in the refund calculation.
- Cancellation fees apply.
- No refund is provided if a claim has been made during the current policy period.
The exact refund will depend on your policy and applicable cancellation fees.
18. Will I receive a refund if I cancel after 14 days?The IPID confirms that refunds can be calculated based on the exact number of days remaining, including cancellations after the initial 14-day period and after renewal.
However:
- Cancellation fees apply.
- No refund is provided if a claim has been made during the current policy period.
Please contact your insurance agent to confirm the cancellation fee and the exact refund amount before cancelling.
19. Is my insurance protected by the Financial Services Compensation Scheme (FSCS)?The June 2026 IPID states that Devon Bay Insurance Company Limited is not covered by the UK Financial Services Compensation Scheme (FSCS).
If you have questions about this, please refer to the insurer or insurance agent for further information.
20. What should I do if I have a theft, accident or damage to my belongings?You should notify your insurer as soon as possible following a loss, accident or theft.
You should:
- Follow the claims process outlined in your policy documents.
- Provide details of what happened.
- Keep any relevant evidence, receipts or photographs.
- Follow any further instructions from your insurer.
Your policy documents contain the relevant claims contact details.
21. Can Homebox guarantee that my insurance claim will be accepted?No. Homebox cannot guarantee that an insurance claim will be accepted.
All claims are assessed by the insurer based on:
- The full policy wording.
- Your Policy Schedule.
- The evidence provided.
- The circumstances of the incident.
- Any applicable exclusions or policy conditions.
For a decision about a specific claim, you will need to contact the insurer or insurance agent.
22. Where is my home insurance policy valid?The June 2026 IPID states that the policy provides cover in:
- England
- Scotland
- Wales
Please refer to your full policy wording for any additional geographical restrictions or conditions.
Nellie escalation and response guidance
When answering home insurance questions:
If a resident asks whether something is covered:
Explain what the IPID says, but make it clear that the Policy Schedule and full policy wording determine the cover available.
If a resident wants to make a claim:
Direct them to the claims contact details in their policy documents. Do not attempt to approve or reject a claim.
If a resident asks about a refund:
Explain that cancellation fees and the policy terms apply. Do not calculate or promise a refund without confirmation.
If a resident asks about their individual excess or cover limits:
Ask them to check their Policy Schedule or direct them to the insurance agent.
If Nellie cannot confidently answer:
Do not guess. Explain that the insurer or insurance agent needs to confirm the answer.
Important: These answers are based on the June 2026 IPID and must be checked against the approved current policy wording before being used in production.