We understand you might have some questions relating to your Council Insurance. That’s why we have answered the most frequently asked questions (FAQ) below to help you along the way. If you still cannot find what you are looking for, please contact us directly.
Monday to Thursday – 9AM to 5:15PM
Friday – 9AM to 5PM
*Subject to bank holidays
Please click here to send a reminder to yourself via email. Alternatively, you can click ‘Forgotten your password?’ on the Login page.
As long as the total value of your assets is within your policy amount then there is no need to contact us. If, however, you need to increase your limits then please contact us on 0330 013 0036 and we will be happy to make the required changes to your policy.
There is no obligation to take cover for more than 12 months but a 3-year deal entitles you to a discount.
Subject to claims, your insurer will not increase the premium rate during the period other than to apply index-linking of the sums insured or adjustments requested by you (for example, Insurance Premium Tax).
Any area of land which you own or are responsible for the maintenance of would be covered within the limitations of this policy. If you feel that the area of land would pose a higher risk, then please call us on 0330 013 0036.
We can confirm that your insurer, Aviva, will cover the Council if you are solely responsible for the maintenance and upkeep of the allotments.
If you need to amend your cover limits, simply notify us as soon as possible.
Mid-term changes to the policy can be made instantly, but in some cases an additional premium may be due.
Please do let us know straight away if you change your correspondence address or other contact details, and of course if you acquire any buildings or other significant property, at any time. If circumstances have changed in any other way, and you are unsure as to whether or not this might affect your insurance coverage, please get in touch and we’ll provide you with our best advice.
If you choose to purchase your policy with us, we will keep the information needed to log-into the customer portal area.
We do not store any payment details. We share information with our third-party finance providers for the purposes of payment only.
Simply confirm over the phone or via email that you are happy to go ahead and then tell us how you would like to pay. Once payment has been made, we will send your confirmed insurance documents to you. You can also find these online in the customer portal area.
We accept the following methods of payment:
Simply log in to the customer portal area. You can find this in the top right of the website screen or click here to be directed to the page.
Once you have logged on to the customer portal area, select ‘Details’ of the policy you wish to view.
We will alert you at least four weeks before your renewal date to start the process.
You can view your renewal date in the ‘Details’ section of the customer portal area.
We do require settlement by the renewal date but we understand that this is not always possible for Local Councils to adhere to. Therefore, we can hold cover for you subject to you providing us with your renewal instructions prior to your renewal date and us receiving the payment in full within 21 days of renewal. You can provide instructions by phone or email.
Refunds will usually be made within 90 days of the cancellation. Depending on your method of payment to us, we will process refunds either directly to your credit/debit card, or bank account, or by cheque.
This can depend on a number of factors, including:
Each policy is underwritten on it’s own merits, however, the potential impact of a claim could result in a premium increase, additional terms/restrictions and in extreme circumstances, cover could be withdrawn completely.
We value your feedback and pride ourselves on our customer service so if you feel something is not right, we would like to hear about it.
Please contact us using one of the following ways:
We will acknowledge your complaint within 5 working days and advise you who will be dealing with your complaint.