(Frequently Asked Questions)

Along with these FAQs, please remember to read your policy documents carefully, paying particular attention to any exclusions, endorsements and limitations.

Your Policy

Do you provide Voluntary Excess?

Yes. We allow all of our customers to make further payments on a voluntary basis in addition to compulsory excess owed on any claims made. In return, you may be eligible for a discount on your insurance premiums.

How will I receive my policy documentation?

If you purchased your policy online, Insure4Retirement will send all documentation directly to the email address provided. If you opted to purchase your policy over the phone then we will dispatch your policy documentation to your home address via postal service.

When will I receive my policy documentation?

If you bought your policy online we will email your policy documentation to the email address that you provided to us. You should receive an email within 24 hours.If you purchased your policy over the telephone we will issue your policy documentation within 24 hours. Your documents should arrive within 5 working days. If for any reason you have not received your documents, please call our customer services team on: 0800 2988 707

How do I amend any of my policies?

Should you wish to make any amendments to any of your existing policies with Insure4Retirement, please contact any one of our customer service advisors on 0800 2988 707 who will be happy to make any changes that you may require.

How do I cancel my policy?

You can cancel your policy within 14 days of the date you first receive your policy documentation or the start of your insurance cover, whichever is later, by calling us on 0800 2988 707. If no claims have been made we will refund the premium you have paid. You may terminate your cover any time after this period by telling us either in writing or by telephone. A £30 administration fee will be incurred. If you have already submitted a new claim or are intending to make a claim during the period you have been on cover, Insure4Retirement will keep an amount of premium in proportion to the time you have been on cover. If you are paying by instalments, you must also continue to pay your premiums up to your agreed policy expiration/renewal date.

How do I renew my policy?

As you approach the end of your policy we will send you a renewal invitation by email or by post. Existing customers will receive their renewal quote in the mail 6 weeks before your policy’s expiration date. You will receive a call from one of our advisors should you wish to address any questions or changes to your cover. If you do not pay monthly through Direct Debit, please contact our customer service team on 0800 2988 707; they will be able to renew your insurance for you there and then.

Your Personal Details

How do I change my contact details?

If you would like to update your current contact details, please call our dedicated customer service team on 0845 6 500 500 who will be able change your information for you. You can also contact us to update your information by post at: Insure4Retirement 3rd Floor 100 Holdenhurst Rd, Bournemouth, Dorset, BH8 8AQ Alternatively, you can email us via our contact page.

How do I change my payment details?

If, for whatever reason, you need to update your existing payment details you may do so by speaking to one of our customer service advisors on 0800 2988 707.

Can I choose my own payment date?

If you have not yet made your first payment, it will be taken on or just after the start date of your policy. As soon as this initial payment has been made you can then change your future dates by calling Premium Credit Limited and providing them with a date of your choice. (See details below) Your second payment will then be debited from your account on your selected date that month and every month after until your policy expires.

Making a claim

How do I report a claim?

If you ever need to report a claim, you will need to contact the Insure4Retirement claims department on the number presented in your Policy Schedule. When making a claim, your insurance advisor will ask you to disclose:

  • Your unique policy number, stated on your Policy Schedule;
  • Full details of the claim

For further information, please refer to your Home Insurance Policy Book.

What should I do if an incident occurs?

Should an incident occur, there are a few things to consider before registering a claim: You should:

  • Inform the police immediately if something is lost or if you suspect something has been stolen or maliciously damaged.
  • Take necessary steps to reclaim any products that have been lost.
  • If need be, fill in your claim form and send it back with everything in the criteria listed, within 30 days of the incident.
  • For claims related to loss or damage, you will need to (at your own expense) provide us with any documents, information and evidence as requested.
  • Immediately send any written claims made against you to Insure4Retirement as well as full details of verbal claims that are also made.

  You shouldn’t  

  • Admit or deny any responsibility whatsoever for any incident prior to contacting an advisor.
  • Negotiate or settle any claims unless we have agreed that you should.

When can I report a claim?

If you ever need to make a claim, our lines are open 24/7 365 days a year for all of our policies with the exception of claims related to broken bones and identity theft.

What is the process for an Executor of the estate to get in contact?

In the unfortunate even that you have been made an executor, please start by contacting our customer care team on 0800 2988 707. Our team will log your call and request that you send in a copy of the policyholder’s death certificate; this will allow us to amend the policy so that authority will be placed to either yourself or other executors of the estate.

Will I need to pay excess if I make a claim on my home insurance?

In most of our policies an excess will be required when making a claim, though this can vary depending on the nature of the claim at hand. It is worth noting that there are two different types of excess that are applied to an insurance policy: voluntary and compulsory excess. Voluntary excess is an agreed amount that each customer voluntarily contributes towards any claims made – this generally helps to reduce the overall cost of your insurance. Compulsory excess is the amount you are required to pay as stipulated by your insurer with regards to claims where the customer has some degree of responsibility for any damage incurred. Details pertaining to your policy’s excess will be shown clearly on your insurance quote, in writing (if requested) and also on the policy documentation once purchased.

Complaints proceedure

How do I make a complaint?

If you are at all unhappy with any aspect of the Insure4Retirement service, please visit our complaints procedure page to register a grievance.

Your Credit Agreement

Why do I need a credit agreement?

If you prefer to pay your insurance in monthly instalments, then you will require a credit facility to cover the cost for you so that you may pay on a monthly basis. If you have opted to pay your premium by monthly Direct Debit, PCL, the company providing the finance for your policy will send you a credit agreement. PCL require that all pay-monthly customers declare a signed document to confirm that you accept the terms and conditions of your credit agreement. You will therefore need to read, sign and return this credit agreement to PCL Please note that PCL has its own set of terms and conditions in relation to the monthly payment plan and you should therefore familiarise yourself with these when you receive your documents.

Who is Premium Credit Limited?

Premium Credit Limited (PCL) is Insure4Retirement’s chosen financial partner. They are specialist financiers in managing insurance premiums and high street store purchases. PCL cover insurance payments for all of our customers who opt to pay their premiums on a monthly basis through an agreed instalment scheme. For more information please visit http://www.premium-credit.co.uk/


What are the contact details for Premium Credit Ltd

If you would like to contact PCL you can do so by telephoning 0844 736 9836 or by mailing their head office at: Premium Credit Limited, Premium Credit House, 60 East Street, Epsom, Surrey, KT17 1HB.

What does the credit agreement look like?

Your credit agreement will arrive with a covering letter from Premium Credit Limited on a double-sided A4 document.

When will I receive the credit agreement?

Your credit agreement will be dispatched separately from your policy documents, usually within 2 – 4 weeks of your cover’s start date. However, if your policy is set up 4 weeks prior in advance to the start date of your insurance, your credit documents will not be sent out until 4 weeks before your cover starts.

Why do I need a signed credit agreement?

If you opt to pay via Direct Debit, Premium Credit Limited (PCL) will provide finance for your insurance premiums and collect payments on our behalf. PCL therefore requires signed confirmation of your agreed payment plan before assisting with your monthly payments.