Exercitation ullamco laboris nis aliquip sed conseqrure dolorn repreh deris ptate velit ecepteur duis.
Close
Get in touch
- Source Insurance, Global Reach, Cardiff, CF11 0SN
- [email protected]
- 02920 265265
- Monday to Friday: 8.30am to 5pm
- Source Insurance, Global Reach, Cardiff, CF11 0SN
- Support 02920 265265
FAQ
Eportal FAQs
You’ll receive a welcome email with a link to set up your login. Once that’s complete, you can log in at any time from our website at www.sourceinsurance.co.uk. Or alternatively, you can go directly to the portal by clicking here.
Yes, we may need to add your email to your policy, please contact us using the information here.
Yes, you can resend your password to your email address here.
Yes, please contact us using our contact information here.
No problem. Click ‘Forgot Password’ on the login page to reset it. A link will be sent to the email address associated with your account.
Yes. Head to the ‘Your Settings’ section to adjust accessibility features, update your password, or change your details. You’ll also find the option for ‘Dark Mode’ here.
Yes, you will be able to view your contact information as soon as you log into the ePortal. If the information is incorrect, please contact us here.
Yes, once you’ve logged in to the ePortal, your documents will be visible near the bottom of the page. Click here to log in.
Yes, you can pay your annual premium online after logging into the ePortal here.
Yes, you can view your Direct Debit details and documents by logging into the ePortal here.
We understand that people can face financial difficulties from time to time, and this can be challenging. You can request a callback, where one of our specially-trained support agents can help plan your next steps.
Yes, you can now add your other policies to your one account. You can do this by clicking ‘Add’ within the ‘Helene Says:” section on the Customer Portal Home Screen.
If you haven’t signed your credit agreement, head to the ‘Payments’ section, where you will find a message indicating whether you’ve signed your credit agreement or not. You can then do this here, if necessary.
Log in to the portal, enter the navigation bar and select Policy Details. From here, you’ll see a breakdown of your policy, alongside your policy documents and additional options. If you have multiple policies under one account, ensure you have selected the correct policy to view. You can check this by accessing the navigation menu and checking the address located at the top of the menu. Should you need to navigate to another policy, simply click the address and select the one you would like to view and head to ‘Policy details’ within the navigation bar.
You can request a change online, and our Customer Experience agents will review your policy before contacting you within a specific timeframe. If the team require more information from you to help to process your request, they will contact you.
Absolutely. Our renewal progress bar will show you how far along you are and when to expect your renewal date, this is located within your snapshot on the Home Page. We will also contact you closer to your time of renewal to let you know your documents are available to review. If you have selected to not automatically renew then we will still let you know your cover is coming to an end.
Not without written or verbal permission. You’ll need this permission before someone else can access your account or talk to us on your behalf.
Use our on-screen Live Chat to talk to a real support agent – no bots involved. Our LiveChat is available from 8:30 am – 5:00 pm, Monday to Friday!
Our phones and LiveChat are open Monday-Friday from 8:30 am – 5 pm.
Yes, you can request extra support in the portal. On our customer portal, we have a place where you can tell us about any additional support you would find helpful to help our team tailor the experience to your needs. Enter the ‘Settings’ section, where you can email our Customer Experience team for help or you can email them directly here – [email protected].
Definitely. Head to our Jargon Buster webpage (under the ‘Help’ tab on our website) and take a look at our A-Z list of explained insurance jargon.
No, you will need to contact your insurer directly. You can find your insurer details and claims information on your Policy Schedule by logging into the ePortal here.
You can navigate to the ‘Make a Claim’ page, where you will be shown your insurer’s contact details, along with examples of reasons to call, e.g. escape of water or accidental damage. You can also find your insurer’s contact details in your policy documents.
Claims faqs
Yes, every policy will have a minimum excess that will need to be paid in the event of a claim. To check your excess, please check your policy schedule here.
Yes. If your insurer pays out on a claim, you will lose your NCD for the section you are claiming for. For example, a buildings only claim will not affect your contents NCD.
Yes, all claims made in the last 5 years need to be disclosed, including losses, from the start of your policy.
Cover faqs
Yes, most of our policies have standard Accidental Damage cover included. However, to check your policy or to add extended Accidental Damage cover, you can contact us here.
Yes, all policies come with Legal Cover as standard. To find out more, you can view your legal documents by logging into the ePortal here.
Yes, all of our policies cover for unoccupancy for up to 30 days for household and 45 days for let properties. If your property will be unoccupied for longer, please contact us here.
Yes, please contact us to arrange a new quotation here.
Yes, most of our policies have cover for studying away from home, if contents is selected. Please check your policy wording to make sure your policy includes this here.
Yes, you can add on items to any household insurance policy we offer under Personal Possessions. Please contact us to discuss your options here.
Yes, most of our insurers will cover contents in the open as standard, including gardens, provided you have selected contents cover. To clarify what your policy covers, please check your documentation here.
Yes, every policy will have a minimum excess that will need to be paid in the event of a claim. To check your excess, please check your policy schedule here.
Yes, in order to make any amendments to your policy, you will need to contact us here.
Renewals faqs
Yes, within your Renewal Letter we will let you know whether we can potentially save you money. If there is a cheaper alternative available, a full quotation with our Quotes Team will need to be carried out.
No, we will need to complete a full quotation with you over the phone. You can contact us here.
No, your policy will continue from renewal without the need for you to do anything. To view your Direct Debit details and to sign your Credit Agreement, you can register or log in here.
Charges and Payments faqs
The main way to make payments is via Direct Debit. However, there are various ways that you can make one-off or individual payments for your policy:
- • Send in a cheque, payable to Source Insurance, with your Policy Number and/or reference written on the back of the cheque.
- • Make an online payment by logging into the ePortal here.
- • Send in a BACS payment.
- • Speak to one of our helpful advisers. To make a payment by debit or credit card, contact us here.
No, we can only offer the Direct Debit option to customers who reside in the UK.
No, we do not charge a cancellation fee.
No, there is no charge for making amendments to an existing policy.
Yes, we’re unable to amend the date of your first payment, however, subsequent payment dates can be changed to a date that suits you. Please contact us here.
Please note: Depending on the date you select, you may need to make more than one payment in a month. You’ll be notified if this is the case, when you speak to us to change the payment date.
We understand that people can face financial difficulties from time to time, and this can be challenging.
If you want to know how we are be able to help you manage your premium costs, you can get in touch by phone, email or LiveChat. One of our experts will be on hand to talk through the available options.
Looking for free independent advice?
There are a number of places that offer free independent advice. Some examples of these are:
Money Helper – https://www.moneyhelper.org.uk
Step Change – https://www.stepchange.org
National Debtline – 0808 808 4000
These independent organisations offer tools and resources to support you if you are in financial difficulty.
Haven't found what you're looking for?
Ashleigh says:
If you haven’t found an answer to your question in our FAQs then you can contact a member of our customer experience team.
You can contact us via LiveChat, email or by phone between 8:30am and 5:00pm, Monday to Friday.