Temporary pauses
Why we sometimes temporarily pause new insurance cover in certain locations.
How responsible underwriting works
At its heart, insurance is about being there when it matters most. Customers trust their insurer to support them if something goes wrong. By using data responsibly, insurers can better understand risk, pay claims and manage repairs when needed, and keep the promises they make to customers.
While we always want to welcome new customers, this must be balanced with responsible underwriting, so we can support our customers when it matters most.
Why can’t you offer me cover now?
From time to time, we may place a temporary pause on new home and landlord cover in local areas where we already have a high proportion of customers. In the insurance industry, this is known as managing concentration risk.
Managing concentration risk helps ensure we can support our customers at claim time - particularly after a major event, when many customers may need our help at the same time. It also means we remain well supported by reinsurers, who play a behind-the-scenes role in helping insurers and communities recover after large-scale events.
Managing concentration risk is a prudent and responsible step. It's not a withdrawal from insurance.
Buying a home we already insure?
If you’re in an area where a temporary pause applies and you’re purchasing a home that’s already insured with us, a transfer process is in place. This allows the new homeowner to obtain cover with us, provided they meet our standard underwriting criteria, helping ensure continuity of protection.
To speak to someone about the transfer process, please call us on 0800 500 231.
These pauses are temporary and reviewed regularly
If we put a pause on accepting new cover in a local area, it’s important to know this is not permanent. The pauses are reviewed regularly and may change as our exposure levels in an area shift over time. If you’ve previously been unable to take out cover with us in your area, it’s worth checking back over time.
Frequently asked questions
No. Temporary pauses on new cover in certain local areas only apply to new home and landlord policy applications.
If you already have a policy with us:
Your cover continues as normal
You can renew your policy, provided you continue to meet our standard underwriting criteria
You can update your cover and make claims as usual
Our temporary pauses currently apply to a very small number of local areas nationwide. The temporary pauses aren’t permanent, affect new home and landlord policies only and don’t impact our existing customers.
Temporary pauses are reviewed regularly and can change as conditions change over time. If you’ve previously been unable to get cover with us, we recommend checking back over time.
If we already have a high proportion of customers in a particular area, we may temporarily pause new home and landlord policies there to ensure we’re managing risk responsibly. These pauses aren’t permanent, so we recommend checking back over time.
Yes. If the home you’re purchasing is already insured with us, a transfer process is in place.
This allows the new homeowner to obtain cover with us, provided they meet our standard underwriting criteria, helping ensure continuity of protection.
No. A temporary pause isn't a withdrawal from insurance.
We remain committed to all existing customers in affected areas. These pauses are reviewed regularly and can change as conditions change over time.