• Source Insurance, Global Reach, Cardiff, CF11 0SN
  • Support 02920 265265

FAQ

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Eportal

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.

Yes. Click the ‘Welcome Back’ icon in the top right corner to get to the settings page where you can change your password.

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.

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.

Claims

Within your Policy Schedule, there will be a claims number for your insurer, that you will need to contact. If you do not have access to your policy documents, the claims numbers for our insurers can be found here. Alternatively, you can contact us 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. 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

Yes. To understand what level of standard Accidental Damage cover you have on your policy, please view your Policy Wording which can be found here.

If you would like to get in touch with us to discuss this further, please visit our contact us page here.

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. To understand what level of cover you have for pedal cycles, please check your policy wording here. If you need to discuss this or add any bikes to your policy, please contact us 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, most of our policies can be equipped with Malicious Damage cover as an additional add on. To see whether you have Malicious Damage cover please check your policy documents here.

 

If you would like to discuss this further or add this cover to your policy, please contact us 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

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.

Yes, you’ll need to contact us as we do not store your card details. You can log into or register for the ePortal to make a payment here.

Alternatively, contact us to make payment using the details here.

Charges and Payments

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.

If you still have questions, contact our UK call centre on 02920 265 265

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