Car and Home insurance frequently asked questions | Zurich Insurance

Frequently Asked Questions

  • Car insurance

    How do I view my policy documents?

    If you have an email address, we’ll automatically send your policy documents to your secure online account so that you can save, email or print them. You’ll be able to set up access to your online account using a username/email address and a password after you buy your car insurance.

    If you have requested paper policy documents they should arrive with you within 7-10 working days.

    What car cover can I get with Zurich?

    Our comprehensive car insurance includes many standard benefits – you can read more about what is included as standard in our policy booklet. You can further tailor your insurance by adding optional covers including legal cover, personal accident cover, excess protect cover, hire car cover, key care cover and RAC breakdown cover and protected no-claims discount.

    How long does the car insurance policy last?

    Your policy cover will normally run for 12 months unless you or we choose to cancel.

    What is an insurance excess?

    An insurance excess is the first part of each and every claim that you are required to pay. Your excess may vary depending on the type of claim, the insured vehicle, the driver or if your policy carries a voluntary excess in addition to any compulsory excess. Excesses for each driver will be shown on your statement of insurance.

    Am I covered to drive abroad?

    With a Zurich car insurance policy your car is covered if you use it in European Union countries, as well as Croatia, Iceland, Norway, Switzerland and Liechtenstein, as long as your visit is not for more than four days (up to a total of 14 days within any one period of insurance).

    If after four days your vehicle does not return to the United Kingdom (unless we have agreed to extend cover in writing), cover will be limited to the minimum legal requirement to use your car in that country. The minimum requirements of United Kingdom law will apply if these are higher than those of the country you are using your car in. If you require cover for periods of more than four days or for a total period exceeding 14 days, please contact us on 0844 571 0290 for a quotation.

    How do I make a new claim on my car insurance?

    To report a claim in the United Kingdom please call us on 0800 026 1777, lines are open 24 hours a day, 365 days a year.

    Who repairs my car?

    Zurich will normally use a network of approved repairers to replace or repair your car or any part of it. Following an accident, you must use a supplier that has been agreed by us before your car is repaired, otherwise we may not pay.

    If you choose not to use a one of our approved repairers, we will increase your compulsory excess by £100.

    Will I get a courtesy car?

    If your car is damaged in an accident, we will advise you of the nearest approved repairer who will offer you a courtesy car while your car is being repaired. This includes a free collection and delivery service. All courtesy cars are Group A vehicles (a small hatchback) with a manual gearbox and are available only in the United Kingdom, the Channel Islands or the Isle of Man. The supply of a courtesy car may be subject to the approved repairers terms and conditions.

    If your car is destroyed or stolen and not recovered, you will not be offered a courtesy car.

    Can I change my details in the middle of my policy term?

    It's no problem to change your details, but please note that we may make a £25 administration policy charge for making changes to your policy. You can let us know about any changes by logging into your customer account or by calling us on 0800 408 09918 where one of our team will be happy to help you.

    Can I cancel my policy?

    Yes, you may cancel the policy at any time, but please refer to the policy booklet for more details on terms of cancellation, including applicable charges. You can tell us you’d like to cancel by logging into your customer account, writing to us (using the contact details set out in your covering letter), or by calling us on 0800 408 09918.

    What if I am over 85 - will Zurich insure me?

    Sorry, we don’t insure drivers over 85 years of age, but to help you find cover here’s a link that you can use to search for an alternative insurance provider. BIBA’s Find a Broker Service.

    What is Insurance Premium Tax (IPT)?

    IPT (Insurance Premium Tax) is a tax on general insurance premiums. This consists of two tax rates, a standard rate and a higher rate which is applied to travel insurance, appliance insurance and some vehicle insurance.

    The UK Government announced on 8 March 2017 that it would be increasing the standard rate of Insurance Premium Tax (IPT) from 10% to 12% with effect from June 2017 for all new business and renewals.

    Only the standard rate of the tax is changing. The standard rate of IPT applies to most general insurance, including Property, Motor, Casualty, Marine etc. The higher rate of IPT remains unchanged at 20%.

    What IPT will I be charged for new policies and renewals?

    All new policies and renewals with a term start date on or after 1 June 2017 will be charged at 12%. New policies and renewals with a term start date prior to 1 June 2017 will be charged at 10% provided the premium is booked in insurers systems by 1 June 2017.

    What happens if I make a mid-term adjustment on my policy starting or renewed before 1 June 2017?

    • Additional premiums processed up to and including 1 June 2017, will be subject to the 10% IPT.
    • Additional premiums processed after 1 June 2017 will be subject to the 12% IPT.
  • Home insurance

    What’s happening with my policy documents?

    You can access your policy documents by registering for your own personal, secure online ‘My Zurich’ account. Alternatively, if you have requested that your documents be posted to you, these should arrive at the address you gave us, within 7-10 working days. However, if you have not received your policy documents, please call us on 0844 571 0290 so we can sort it out for you.

    What is personal possessions cover?

    Personal possessions cover can be added to contents cover. Without this, your possessions are not covered when you are away from home. If, for example, you lose a ring when on holiday, you will need to have personal possessions cover in order to be insured for your loss.

    How do I make a home insurance claim?

    To report a claim in the United Kingdom please call us on 0800 026 1751. Lines are open 24 hours a day, 365 days a year.

    How much home buildings cover do I need?

    You need to make sure that you have enough cover for the full rebuilding cost of your home for buildings insurance and for the total replacement cost of all your belongings as new with contents insurance. The rebuilding cost of your property is different from the market value, and you will need to ensure you have sufficient cover for the full rebuilding cost of your property.

    Zurich home insurance automatically covers up to £600,000 rebuilding costs and up to £60,000 contents insurance.

    The following website can help you to calculate your rebuild cost: https://abi.bcis.co.uk/

    What cover is available for my PC or laptop?

    Your PC will be covered as standard for selected events as part of contents cover. Laptops are covered within the home up to £1,500, but not for accidental damage, even if extended accidental damage cover is selected.

    If you want cover for accidental damage for laptops or notepads or wish to cover these items outside of your home, you will need to select personal possessions cover. Laptops and notepads over £1,500 in value will need to be specified on the policy.

    If you want to know more about what's covered, just give us a call on 0800 408 09918.

    What choices of home cover do you offer?

    With Zurich, we offer buildings and/or contents cover. We also offer a range of optional extras such as personal possessions insurance, garden contents cover, legal expenses, personal accident cover, extended accidental damage cover and home emergency expenses.

    What’s the difference between buildings and contents? Where do carpets fit in?

    In home insurance terms, buildings insurance covers the structure of your home, including fences, paths, outbuildings and so on; plus anything permanently fitted or soon to be fitted, like kitchen and bathroom units.

    Contents insurance covers what’s in your home; your goods, furniture and valuables. Carpets are not part of the structure of your home, so they fall under your contents insurance.

    Why do I need home insurance?

    Your home and its contents are probably the most valuable possessions you own. Home insurance is there to help reassure you if something happens to them. If you have a mortgage it will almost certainly be a requirement of the mortgage lender to have insurance for your buildings.

    Home contents insurance is your own choice and covers your belongings against events such as theft, fire and flood. Personal possessions insurance covers your belongings away from your home. Further information is contained in the policy booklet.

    Can I cancel my home insurance policy?

    You may cancel your home insurance policy at any time by telling us, either in writing, using the contact details set out in your covering letter, or by calling us on 0800 408 09918. Please refer to the policy booklet for more details on terms of cancellation, including applicable charges.

    Can I claim for storm or flood damage?

    Your buildings insurance will cover sudden and unexpected loss of or physical damage to the buildings caused by storm or flood, but not to fences, gates, hedges or railings.

    Will my belongings be covered under home insurance outside the home or when I go on holiday?

    Yes, if you have taken out Zurich personal possessions cover, which is an optional extra. This insurance covers sudden and unexpected loss of or physical damage, anywhere in the world, to the specified and unspecified items shown in the personal possessions specification that are owned by you or your family.

    Will my buildings insurance cover my outbuildings such as the garage or shed?

    Zurich buildings insurance covers domestic outbuildings and private garages, including garages on nearby sites that form part of your home.

    Can I insure my property if it is let to tenants?

    Zurich buildings and contents cover are only available if the property is occupied solely by the policyholder and family.

    What are the rules on my contents insurance if I want to work from home?

    Zurich contents insurance includes cover for office equipment used for your business, profession or trade up to £5,000.

    If your home is used for anything other than paperwork and telephone calls e.g. if you receive visits from clients/customers, employ staff or keep business related cash or stock at the property, then we are not able to offer insurance cover in these circumstances.

    Can I insure a property that is not my permanent residence?

    No. We can only insure your main home and you must be living there.

    Can I insure my holiday home abroad?

    Zurich insurance is unable to offer cover for second homes or holiday homes.

    Can I change my details in the middle of my policy term?

    It's no problem to change your details (we call this a mid-term adjustment). You can inform us of changes online by logging into your customer account or by calling us on 0800 408 09918 where one of our team will be happy to help you. Please note that a £15 administration policy charge (includes insurance premium tax) will be incurred for making changes to your policy.

    What happens if I wish to cancel my home insurance policy?

    You may cancel your home insurance policy at any time by telling us, either in writing, using the contact details set out in your covering letter, or by calling us on 0800 408 09918.

    If you have purchased any additional optional cover, under parts E – G, we will charge you on a pro rata basis for the time we have been on cover and the balance refunded to you.

    Cancellation within 14 days

    If the policy is cancelled within 14 days of you receiving it (or for renewals, within 14 days of your policy renewal date) a cancellation fee of £15 (including Insurance Premium Tax) will be charged.

    If you have purchased any additional optional cover, under parts E – G, these will also be cancelled and we will charge you on a pro rata basis for the time we have been on cover and the balance refunded to you.

    Cancellation over 14 days

    We will deduct a £30 (including Insurance Premium Tax) cancellation fee from any refund if the policy is cancelled.

    If you have purchased any additional optional cover, under parts E – G, these will also be cancelled and there will be no refund.

    If you have purchased additional optional cover under parts E – G and you cancel this cover independently to parts A-D of your policy more than 14 days after receiving documents (including where you have added additional optional cover during the term of the policy) there will be no refund.

    What is Insurance Premium Tax (IPT)?

    IPT (Insurance Premium Tax) is a tax on general insurance premiums. This consists of two tax rates, a standard rate and a higher rate which is applied to travel insurance, appliance insurance and some vehicle insurance.

    The UK Government announced on 8 March 2017 that it would be increasing the standard rate of Insurance Premium Tax (IPT) from 10% to 12% with effect from June 2017 for all new business and renewals.

    Only the standard rate of the tax is changing. The standard rate of IPT applies to most general insurance, including Property, Motor, Casualty, Marine etc. The higher rate of IPT remains unchanged at 20%.

    What IPT will I be charged for new policies and renewals?

    All new policies and renewals with a term start date on or after 1 June 2017 will be charged at 12%. New policies and renewals with a term start date prior to 1 June 2017 will be charged at 10% provided the premium is booked in insurers systems by 1 June 2017.

    What happens if I make a mid-term adjustment on my policy starting or renewed before 1 June 2017?

    • Additional premiums processed up to and including 1 June 2017, will be subject to the 10% IPT.
    • Additional premiums processed after 1 June 2017 will be subject to the 12% IPT.
  • Travel insurance

    I’d like to buy an annual policy - which region of cover should I choose?

    You can check which region you need insurance for by using our ‘check my destination’ tool which appears alongside the ‘Destination’ question when obtaining a quote.

    The country I am travelling to isn’t shown, will you provide cover?

    If the country you are travelling to isn’t shown on our quote screen unfortunately we are unable to provide cover.

    Can I buy travel insurance for a holiday taken within the UK?

    Yes, you can buy travel insurance for trips within the United Kingdom; cover is only available when you have pre-booked at least two nights’ accommodation for a fee (includes a caravan or tent pitch).

    How far in advance am I able to purchase my travel insurance policy?

    You should purchase your travel insurance as soon as you have booked for your trip. This will ensure you have cancellation cover if you are not able to travel due to an insured event. You can purchase a single trip policy up to 14 months prior to your travel start date. You will be covered automatically for cancellation from the day you purchased your policy.

    Annual multi-trip policies can be purchased up to 30 days prior to the policy start date. Cancellation cover starts from the start date of the policy, if you have already booked your holiday, enter today’s date so that cover for cancellation can commence. All other cover is applicable during any trips (not exceeding the maximum number of days for each trip) which are taken and completed during the 12 month policy period.test

    What start date should I select for an annual multi trip policy?

    Select the date on which you would like your policy to start, please note this cannot be more than 30 days in the future. Cancellation cover starts from the start date of the policy, if you have already booked your holiday we recommend you enter today’s date.

    How many days can I go on holiday for?

     Maximum number of
     days for each trip 
     Basic  Standard   Extra 
     Single trip  90  90  90
     Annual multi-trip  45  45  62
     Winter sport optional cover 
    Not
      available 
     22  31

     

    When you reference the term Partner what do you mean?

    Partner means your husband, wife or civil partner, or someone of either sex that you live with as though they were your husband, wife or civil partner.

    When you reference the term Children what do you mean?

    Children means your children, your partner’s children and the grandchildren of you or your partner, including step children, step grandchildren and fostered or adopted children or grandchildren, provided that they are:


    • under 18 years old on the date cover commences
    • dependent on you or your partner (or in the case of grandchildren dependent on you or your partner or their parent(s))
    • not married or living with their partner

    How do I contact the medical emergency assistance service for help or to make a claim?

    To contact our 24 hour medical emergency assistance service please call us on 01242 218 999. If you are calling from outside of the UK then you will need to dial +44 (0) 1242 218 999.

    How do I make a claim?

    To report a non-medical emergency claim please call us on 0800 953 0569, lines are open 8am – 6pm Monday to Friday and 9am – 1pm on Saturdays. When you contact us, you will need to tell us your name, your policy number and your contact details so we can keep in touch. Please try to have these and other useful information to hand.

    Alternatively you can also email to us your claim via our Zurich Travel Insurance Claim Form.

    Please make sure you notify us within thirty days of your trip ending of any occurrence likely to give rise to a claim.

    How do I view my policy documents?

    We will automatically send your policy documents to your email address so you can save e-mail or print these. It’s a good idea to print a copy of your statement of insurance to take with you on your travels. You may also like to give a spare copy to relatives or friends to look after should anything happen to your documents while you’re away.

    Do I need to tell you about existing medical conditions?

    We are unable to provide cover for medical conditions, existing at time of taking out cover, unless they are stated on our acceptable conditions list.

    A medical condition is any serious, chronic or recurring illness, injury, disease or condition which would mean any traveller may have to cancel or cut short a trip if the condition got worse.

    This includes any undiagnosed condition that is connected with any health issues you or they have and which are under investigation or awaiting test results, or surgery or treatment at a hospital or nursing home and/or any condition you or they are aware of and which affects a close relative, business associate or travel companion or a person you or they are planning to stay with. This includes any anxiety state or depression, mental, nervous or emotional disorder.

    I have a pre-existing medical condition which is not listed, why do you not cover this?

    Currently our travel product can only accepting a limited list of medical conditions, which are listed with the quotation journey. However, in the future we plan to extend our cover to include a much broader list of conditions, utilising a medical screening service to supplement our standard question set.

    This is to ensure we fully understand all our customers' needs and can accommodate for these within product we offer.

    I am pregnant. Will your travel insurance cover me?

    Yes, providing you comply with the requirements of your transport carrier where applicable (such as an airline) and are not travelling against medical advice. You should obtain medical advice if you have any health concerns.

    What is the minimum age for a policyholder?

    You need to be 18 years old to take out your own policy. Children can be covered if travelling with an adult insured on the policy.

    Can I purchase your travel insurance if I don't live permanently in the United Kingdom?

    No, the policy covers United Kingdom residents (including Channel Islands and Isle of Man), meaning a person who (at time of buying or renewing the policy): has their main home in the UK; and has lived in the UK for at least 6 months (or holds a British residency permit/visa); and is registered with a GP and liable to pay UK taxes.

    Can I arrange travel insurance for my trip which will be starting outside of the UK?

    No, our policies only cover trips which begin and end in the United Kingdom.

    Can I purchase travel insurance for a one way trip?

    No, unfortunately we are not able to offer cover for a one way trip.

    I am already in the middle of my holiday, can I purchase travel insurance to cover the rest of my trip?

    No, the travel insurance must have been purchased before the start of the trip. The start and end date of the trip for your insurance should be for the period you leave home until the time you return. If you are renewing an annual multi-trip policy which is due to expire during your trip, providing there is no break in cover and the total trip does not exceed the maximum number of days for each trip, we can cover this trip under the current policy and the start of your new policy.

    My partner and I live together, have children but are not married. Can we all be covered under the same travel insurance policy?

    Yes, under our annual multi-trip and single trip policies two adults travelling together with children can be covered under the same policy regardless of their marital status or relationship.

    My partner and I have an annual multi-trip policy. Will we be covered if we go on separate holidays?

    Yes, all insured adults on the policy are covered whilst travelling independently.

    I have an annual multi-trip policy covering all members of my family. Will my child be covered on holiday with their school?

    No, children are not covered whilst travelling without an adult insured on the policy.

    Am I covered for taking part in amateur competitions?

    Yes, but we can only provide cover for the activities outlined here.

    What activities do you provide cover for?

    A list of the activities we cover can be found here.

    Does using a reciprocal health agreement reduce my excess?

    European Union

    Yes, if you are planning to travel to countries in the European Union, or Iceland, Norway or Switzerland, and you take a European Health Insurance Card (EHIC) with you your excess will be waived upon needing medical assistance. The EHIC Application form can be obtained online or in person from the post office and should be completed and validated before you travel. The EHIC will allow you to benefit from the Reciprocal Healthcare Agreements (RHA) which exists with these countries. Where possible, you should take reasonable steps to use these arrangements.


    Australia

    No, however medical treatment in a public hospital is available free of charge: If you require essential medical treatment whilst in Australia, you must enrol with a local Medicare office. You do not need to enrol on arrival but you must do this after the first occasion you receive treatment. In-patient and out-patient treatment at a public hospital is then available free of charge. Details of how to enrol and the free treatment available can be found at the Australian government website www.humanservices.gov.au

    Where can I find out information about the country I’m travelling to?

    www.fco.gov.uk/travel


    Before you go overseas check out the Foreign Commonwealth Office (FCO) website at www.fco.gov.uk/travel, it is packed with essential travel advice and tips plus up to date information about different countries.


    The World Health Organisation

    The World Health Organisation (WHO) provides up to date information and advice for travellers by country on health risks. Please check with the WHO if you have any concerns over health risks for your intended destination. To view information on the country or region you intend to travel to, visit the international travel and health pages on the WHO website www.who.int

    Zurich cannot be held responsible for any inaccuracies from third party websites.

    What happens if the Foreign & Commonwealth Office or World Health Organisation websites advise me not to travel to the country of my choice?

    If the Foreign & Commonwealth Office or World Health Organisation have advised not to travel to the country of your choice and you decide to travel to that country or area against the advice of the Foreign Commonwealth Office or equivalent government or national authority, or the World Health Organisation your policy will NOT cover you.

    However, if you took out your policy before the Foreign Commonwealth Office or equivalent government or national authority, or the World Health Organisation advised not to travel to the country of your choice, there are several ways we could help.

    Single trip customers can change their trip start and end dates if travel to your destination is only restricted for a certain period of time.

    Annual multi-trip customers can extend their expiry date if travel to your destination is only restricted for a certain period of time and you have to change the dates of trip you have already booked which would have otherwise taken place within your period of insurance.

    For both Single and Annual customers, if you have chosen the Standard or Extra level of cover and you have to cancel your trip, you can make a claim for costs you have paid and cannot get back from any other source.

    What is an insurance excess?

    An insurance excess is the first part of each and every claim that you are required to pay. Your excess may vary depending on the type of claim.

    How much is my travel insurance excess?

    Your travel insurance excess can be found on your summary of cover or by looking at our product benefits table.

    Can I change my details in the middle of my policy term?

    You can change your details, providing your trip has not started, but please note that we may make a £5 plus IPT* administration charge. You can let us know about any changes by calling us on 0800 953 0567, where one of our team will be happy to help you.

    *at the current HMRC rate if applicable

    Can I cancel my policy?

    You may cancel your travel insurance policy at any time by telling us, either in writing, using the contact details we have given you, or by calling us on 0800 953 0567. Please refer to the policy booklet for more details on terms of cancellation, including applicable charges.

    What if I am over 74 - will Zurich insure me?

    Sorry, we don’t insure travellers over 74 years of age, we are also unable to provide Winter sports cover to travellers over 64 years of age but to help you find cover here’s a link that you can use to search for an alternative insurance provider. BIBA’s Find a Broker Service.

    Can I be covered for a Business trip?

    Yes, adults can choose to add Business cover to your policy which will cover your business equipment for loss, theft and damage and for hire of essential replacements as well as additional benefits for business money and travel costs for a replacement employee. Business cover is only available for travel outside of the UK.

    Please see policy wording for the full benefits, limits and exclusions.

    Am I covered for cruise holidays?

    Yes, we will cover cruise holidays and for voyages of 5 days or more you can add the Cruise option to your policy for more cover. This gives extended baggage and single article cover as well as additional benefits for shore trips and cabin confinement.

    Please see policy wording for the full benefits, limits and exclusions.

    Are my sports, golf and/or winter sports equipment covered?

    We will only cover golf and winter sports equipment if you have purchased additional cover e.g. Winter sports or Golf cover. We are unable to cover any other type of sports equipment.

    Please see policy wording for the full benefits, limits and exclusions.

    What happens if I am unable to return home as planned?

    If you are unable to return home before your cover ends due to reasons outside your control, your insurance will remain in force without additional premium. Please see the Automatic extension of cover section in the policy wording for more information.

    What happens if I’m advised not to travel?

    If you are unable to travel due to medical treatment and/or advice you have received we will pay your unused travel fare, accommodation expenses and/or other associated pre-paid charges including excursions, which have been paid or are contracted to be paid (including deposits you have already paid), if you cannot get them back from any other source.

    If however you have been advised not to travel by the Foreign & Commonwealth Office or World Health Organisation there are several ways we could help.

    Single trip customers can change their trip start and end dates if travel to your destination is only restricted for a certain period of time.

    Annual multi-trip customers can extend their expiry date if travel to your destination is only restricted for a certain period of time and you have to change the dates of trip you have already booked which would have otherwise taken place within your period of insurance.

    For both Single and Annual customers, if you have chosen the Extra level of cover and you have to cancel your trip, you can make a claim for costs you have paid and cannot get back from any other source.

    What is Insurance Premium Tax (IPT)?

    IPT (Insurance Premium Tax) is a tax on general insurance premiums. This consists of two tax rates, a standard rate and a higher rate which is applied to travel insurance, appliance insurance and some vehicle insurance.

    The UK Government announced on 8 March 2017 that it would be increasing the standard rate of Insurance Premium Tax (IPT) from 10% to 12% with effect from June 2017 for all new business and renewals.

    Only the standard rate of the tax is changing. The standard rate of IPT applies to most general insurance, including Property, Motor, Casualty, Marine etc. The higher rate of IPT remains unchanged at 20%.

    What IPT will I be charged for new policies and renewals?

    All new policies and renewals with a term start date on or after 1 June 2017 will be charged at 12%. New policies and renewals with a term start date prior to 1 June 2017 will be charged at 10% provided the premium is booked in insurers systems by 1 June 2017.

    What happens if I make a mid-term adjustment on my policy starting or renewed before 1 October 2016?

    • Additional premiums processed up to and including 1 June 2017, will be subject to the 10% IPT.
    • Additional premiums processed after 1 June 2017 will be subject to the 12% IPT.