You pay an excess on each claim. The standard excess is £150. It's £1,000 for subsidence and £500 for escape of water. If one event damages both your buildings and your contents, you pay the standard excess once. If you added a voluntary excess, it applies to each part you claim on. Your exact amounts are on your policy schedule in the app.

If you cancel within 14 days of your policy starting, you get a pro-rata refund minus a £25 admin fee. After 14 days, you get a pro-rata refund minus a £50 cancellation fee. If you've made a claim this year, there's no refund and the full annual premium is due. Our team cancels your policy for you, and you'll get an email when it's done.

We renew your policy automatically so you don't end up without cover. Before your renewal date, we email your new price and cover details. That email explains how to stop the renewal. If you're happy with it, you don't need to do anything. If you're not, tell us before your renewal date and we can help you out.

We don't charge a missed payment fee on home insurance. If you miss a payment, we'll email you so you can catch up. If you're struggling, contact us before your next payment date. If payments stay missed, we can cancel your policy.

Fill out an online form with your contact details and and someone will get back to you in 10 working days.

Write to us at: The Complaints Team, 66 City Road, EC1Y 1BD.