Is it safe to pay for my policy on the Internet?
Yes it is. Our site uses a piece of technology called 256-bit encryption. This protects all your personal details, as well as stopping them from being accessed by, or disclosed to, third parties.
How do I make a complaint?
If you’re not happy with the service you received from us, give us a call on one of the following numbers:
- If it’s about your policy: 01438 761 670.
- If it’s about your claim: 0845 842 8424.
Quoting your policy or claim number will allow us to help you more efficiently, and so please have this handy if you can. If you’d prefer to make a complaint in writing, you can:
- Email firstname.lastname@example.org
- Write to:
The Customer Relationship Manager (if regarding your policy) or
The Claims Manager (if regarding your claim)
Together Mutual Insurance
If you have made a complaint and aren’t satisfied with the resolution, you can ask the Financial Ombudsman Service to review your case by:
- Calling them on: 0800 023 4567 or 0300 123 9123
- Writing to them at:
Financial Ombudsman Service
South Quay Plaza
183 Marsh Wall
You can also download our Complaints Procedure for more information.
Do I need to complete a claim form?
No, you can simply phone Together Mutual Insurance 24 hours a day to register your claim. You will be given a designated claim number after our claims handlers have explained the whole process to you and they will let you know what steps will be taken.
How long will the claims process take?
The claims process does not have a set timescale; it’s dependent on the type of claim. We will deal with the claim as quickly as possible until it has been completed to your satisfaction.
How will settlement be made?
Once settlement has been reached, we will either:
- Pay the cost of repair
- Pay the cost of replacing as new
- Replace as new*
- Make a cash payment.
* Please note that a deduction is made for wear, tear and depreciation on clothing and household linen.
Will a claim affect my premium?
Making a claim may affect your premium when you come to renew your policy, but it does depend on the type of claim. We will discuss this with you when we contact you to renew your policy.
Do I need to obtain quotes when making a claim?
Not necessarily. We have a nationwide network of approved suppliers who will arrange any replacements and, if there is work that needs to be done on your property, we will organise for one of our approved contractors to come and meet you.
Do I need to keep the item I am claiming for?
We may need to take a look at the item you’re claiming for and so it is important to keep it, along with any documentation that will support your claim, like receipts, valuations, instruction booklets and guarantee cards. It can also be really helpful to take photographs to support your claim.
How much time do I have to submit my claim?
You should contact us about any possible claim as soon as you safely can.
How do I complain?
Should there be an occasion when you feel we haven’t delivered the service you would expect, please let us know and we will do everything possible to make sure your complaint is dealt with quickly and fairly. The simplest way to complain is to call us. If your complaint relates to a claim, please call 0845 842 8424. For any other types of complaint, please contact our Customer Services team on 01438 761 670.
You can also download our complaints procedure guide for more information.
Home Emergency Cover FAQs
What does the Home Emergency policy cover?
- The contractor’s call-out charge
- Two hours of labour
- £100 of parts and materials.
There is a maximum of £1,000 per claim for Home Emergency Cover.
How does Home Emergency Cover fit in alongside my normal buildings and contents insurance?
Buildings and contents insurance will help you deal with the aftermath of damage to your property, when you need to make repairs or replace items. Home Emergency Cover gives you 24-hour assistance to deal with problems like broken-down boilers or blocked drains
Does Together Home Emergency Cover have a policy excess?
No, there is no policy excess.
How often are the Home Emergency policy limits exceeded?
Very, very rarely. In fact, it happens in less than 5% of claims.
My boiler is making banging noises – can I make a claim on my Together Home Emergency policy?
As the boiler hasn’t broken down, it’s not considered an emergency, and so unfortunately not.
I recently had my boiler fixed but I have been told it needs to be replaced. Will the Home Emergency policy cover the cost of this?
As your boiler hasn’t broken down, it’s not considered an emergency and so it won’t be covered. We can of course assist you by providing a list of great companies which will offer you a quote to replace your boiler.
I have had my Home Emergency claim to fix my boiler declined as it hasn’t been serviced for many years; does this mean I can never claim?
No, provided it’s not over 15 years old, once you have had the boiler serviced, it will automatically be covered again.
My toilet has broken as it no longer flushes. Can I claim for this on my Home Emergency policy?
If it were your only toilet, you would be covered. If you have another functioning toilet, it wouldn’t be classed as an emergency.
How do I make a Home Emergency claim and what happens next?
Just call the helpline number on 0844 249 8455 (*Calls cost 7p per minute plus your phone company’s access charge). We’ll send an approved contractor to your home and give you an estimated time of arrival.
I have Together Home Emergency Cover; will I have to pay the contractor when he visits?
As long as the cost falls within the policy limits, we will arrange for all payments to the contractor.
How quickly will a Home Emergency contractor get to me?
On average, our contractors will be with you within two hours in urban areas and four hours in rural areas.
How do I know you won’t send a ‘cowboy’ contractor?
All our contractors are rigorously vetted before being approved. We also monitor the service they deliver through customer service questionnaires and closely examine any complaints made.
How do I make a complaint about my Home Emergency Cover?
You can either call our helpline number on 0844 249 8455 or write to ARAG, the insurance provider. All the details can be found in your policy documentation.