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Building Guarantee

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Welcome to Zurich Building Guarantee's customer support page where you will be able to access the information you need to answer any queries you may have with your existing Zurich policy.

Whilst Zurich has withdrawn from the new Home Warranty and Building Control markets, which means we no longer accept any new business for these products, we continue to maintain our service commitment for our existing customers and we are ensuring there is sufficient resource to support all general and claims enquiries with regard to issued policies and Developer registrations.

Need more information?

We are here to help if you have any questions, enquiries or want to make a claim.

  • Homeowner 

    The builder of your new home has provided you with 10 year Zurich Insurance warranty cover. Warranty cover is provided on newly constructed homes as well as conversions. This is intended to protect you from the costs of repairing certain elements of your home which have suffered damage arising from a failure to build in accordance with our technical requirements at the time of construction or conversion of your new home.You can find our current technical manual outlining our requirements and guidance for developers and builders under the 'Developer/Builder' tab.

    As a new homeowner, your builder will have sent the following key documents to your solicitor or conveyancer:

    • Policy booklet

    • Building period certificate (required at exchange of contracts)

    • Insurance certificate (required at contract completion)

    • Homeowner's guide

    You need to ensure that these key documents are made available to you at completion. If your property was first registered with us in 2007, it is possible that you may have access to a Zurich Log Book. Make sure that you ask your solicitor or conveyancer to request this information from your builder.

    Whilst Zurich has withdrawn from the new Home Warranty and Building Control markets, which means we no longer accept any new business for these products, we continue to maintain our service commitment for our existing customers and we are ensuring there is sufficient resource to support all general and claims enquiries with regard to issued policies and Developer registrations.

    Policies 

    Policy types for customers

    Zurich 10 Policies were introduced in 2001 and we have provided three samples of the different types of current Zurich 10 policies, known as the ‘Standard 10’, which have been issued since 2006 and are for general guidance only. For home owners with properties dated before 2006 the table below indicates the policy suites and the years in which they were issued.

    For home owners with properties dated before 2001 please contact us for more details on your policy.

    The Zurich 10 Policy offers new home buyers a full 10 year structural insurance against latent defects. It is only available from builders who are registered with Zurich Insurance plc, Building Guarantee.

    Development registration year Policy suite
    2006 - onwards Standard 10
    2005/2004 Candles blue
    (Congratulations 10)
    2003 Candles red
    (Congratulations 10)
    2002/2001 Candles yellow
    (Congratulations 10)

    Lost documents

    If you require a duplicate insurance certificate please have the policy number ready before you contact us. However, if you do not have the policy number we may be able to help if you are able to provide the following information:

    • Developer's Original Plot Number

    • Original Development Name

    • Developer's Name

    If you don't know the original development name or plot number we may still be able to find your policy from the Developer's name and the postal address of your property.

    Please note that we are only ever given about 30% of eventual postal addresses so we cannot guarantee to help if this is the only information available. It may also help if you know the name of the first purchasers.

    Our Customer Support Team will endeavour to issue a duplicate insurance certificate to you.

    Please contact our Customer Support Team on 01252 377474 option 2.

    Please note that there will be a charge made of £50 (inclusive of tax) for providing a duplicate insurance certificate.

    Payment can be made by credit/debit card only. All other methods of payment will not be accepted.

    Your Property Log Book

    As part of the Zurich new home warranty package, provided by your developer/builder since June 2007, you may have one year's free access to the on-line property log book created exclusively for your new home. Much of the information already held will have been supplied by your builder but this unique Internet based service enables you to capture, store and retrieve all existing information about your new home and add to this whenever you wish to.

    You should have been provided with password access to your log book by your conveyancer or builder at exchange or completion. If no password has been supplied, you will need to contact your conveyancer or builder in the first instance since to provide the password to you we will need documentary evidence that you own the property. Unfortunately we are not always provided with your details by your conveyancer at the time of purchase.

    Making use of your Log Book will help you to:

    • Meet planned legislative requirements

    • Put together a seller’s pack more cost efficiently and quickly

    • Reduce the time it takes to sell your property

    • Ensure that you have access to key documents when you need them

    • The information held on your Log Book will stay with the property forever. Once you have access you will be able to upload any information you want about your property.

    Please click here to access your log book.

    Want to make a claim?

    The following information is for guidance only.

    If you believe you have a claim, please check your Policy, Final/Insurance Certificate, Schedule and Homeowner's Guide first. The Guide looks at some common problems you may find and indicates whether it is likely to be included in the warranty cover. You will need to check your Policy and Insurance Certificate to see what excess and conditions may apply.

    What to expect from Zurich Building Guarantee when you submit a claim

    There are two parts to your policy:

    1. Developer's Guarantee/Warranty Period (DGP/DWP) Claims. The first two years for newbuild and one year for conversions of policy cover is known either as the Developer's Guarantee Period (DGP) or Developer's Warranty Period (DWP). Any construction defects that have caused physical damage identified within this period should be reported, in writing, to the developer named on your Insurance Certificate. The developer has an obligation during this period to attend to valid claims. We will only become involved where the developer fails to rectify the problems, unjustifiably refuses, or becomes insolvent, bankrupt or is in liquidation.
    2. Insurance Period (IP) claims. Once the DGP or DWP expires, the remaining period of the policy is known as the Insurance Period. Claims made during the IP should be submitted directly to Zurich Insurance Building Guarantee. We will always advise the developer of any claims reported during the IP. During the IP, Policy cover is restricted to Major Damage only.

    To make a claim, please fill out our claim form and email to: zmpropertyclaims@uk.zurich.com.

    Alternatively, contact claims on:

    Tel 01252 387 535

    Fax 0800 232 1917

  • Builder / Developer

    Building Guarantee support provided to existing customers

    Whilst Zurich has withdrawn from the new Home Warranty and Building Control markets, which means we no longer accept any new business for these products, we continue to maintain our service commitment for our existing customers and we are ensuring there is sufficient resource to support all general and claims enquiries with regard to issued policies and Developer registrations.

    Developers - Customer Support Group

    The Customer Support Team is a team of customer focused controllers and clerical assistants who are dedicated to assisting with the resolution of queries.

    Please contact the Customer Support Team by phone or email on:

    Tel: 01252 377 474

    Email: building.guarantee@uk.zurich.com

Policy documents