You have requested a document from me, how can I upload this?
If we need any documents from you, we’ll send you an email with instructions on how to upload them through the Customer Portal. If you’re providing documents issued by another company, please ensure they are on company-headed paper and supplied in either PDF format or as a copy of the original letter. You can upload requested documents using the Upload Documents section of the Customer Portal.
Why has my policy been cancelled?
Your policy may have been cancelled because we were informed of a change in circumstances that affects your insurance, because either you or your insurer requested the cancellation, or because regular payments were not received. To find out the specific reason for your policy being cancelled, please contact a member of our team via Live Chat, who will be happy to help.
Why has my premium increased after making a change?
Your premium may increase when you make a change to your home insurance policy because the insurer has reassessed the level of risk associated with your property or circumstances. Changes such as updating your address, increasing your sums insured, adding optional cover, carrying out home improvements, or changing how the property is occupied can all affect the cost of your insurance. The premium is calculated based on the information held by your insurer. If a change increases the level of risk or the amount being insured, this may result in a higher premium. In some cases, changes may reduce the level of risk and could result in a lower premium or a refund.
Why has my premium increased this year?
Your renewal premium may increase due to factors such as rising insurance costs across the market, inflation, claims trends, changes to your circumstances, or updates to the insurer’s pricing criteria. If any of your details have changed, please contact us before renewing. We’ll then provide you with an updated quotation based on the new information, so you can review your revised premium and cover before making a decision.
Why is there a fee for a default?
When a payment is missed or changes need to be made to your payment arrangement, our finance provider may apply an administration fee to cover the costs of processing those changes and bringing your payments up to date. Any applicable fees will be outlined in your credit agreement and Direct Debit documentation provided by your finance provider. We recommend checking these documents for a full breakdown of any charges that may apply to your account.
Will I be able to get a quote on the Customer Portal without making the change?
Yes, the portal will provide you with a quote before any changes are applied to your policy. This allows you to review any additional premium, administration fees, or adjustments that may result from the change you are making. If you’re happy with the quote, simply follow the on-screen instructions and proceed to the next step to confirm the change. Once completed, your policy will be updated and any revised documents will be made available in your account in the Customer Portal. If you decide not to proceed, your policy will remain unchanged.
Will making a change affect my level of cover?
It may. Changes to your policy, such as updating your vehicle, address, drivers, or personal circumstances, can affect the level of cover provided, your premium, excess, or policy terms. You’ll be given details of any changes before you confirm the amendment.
Will my personal information remain private and protected?
Here at One Click, we understand that you value your privacy, which is why we keep your contact details secure and only to be used by us. We will never pass your personal information on to other companies for any marketing purposes. If you would like to view more information on how your data will be used, please visit our privacy policy page.
Will my policy renew automatically?
All annual policies will automatically renew unless you make us aware otherwise. If you wish to stop your policy from automatically renewing, you can opt out prior to the renewal period via your account in the Customer Portal. If you are within the renewal period, you can contact our renewals team by Live Chat.
What is the difference between floods and escape of water?
The difference between flooding and escape of water is where the water originates from. Flooding occurs when water enters your home from an external source, such as an overflowing river, heavy rainfall, or a burst water main. Escape of water occurs when water comes from within your property, such as from a burst pipe, leaking appliance, or faulty water tank.