Frequently Asked Questions

Here are some of the FAQs we get asked on a daily basis. If these don't give you the answers you are looking for, feel free to contact us.

Frequently Asked Questions – Banner

General FAQs


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 
  • Write to:
    The Customer Relationship Manager (if regarding your policy) or
    The Claims Manager (if regarding your claim)
    Together Mutual Insurance
    Kings Court
    London Road
    SG1 2TP 

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
    E14 9SR 

You can also download our Complaints Procedure for more information.

Claim FAQs


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?

Do I need to obtain quotes when making a claim?

Do I need to keep the item I am claiming for?

How much time do I have to submit my claim?

How do I complain?

Home Emergency Cover FAQs


What does the Home Emergency policy cover?

How does Home Emergency Cover fit in alongside my normal buildings and contents insurance?

Does Together Home Emergency Cover have a policy excess?

How often are the Home Emergency policy limits exceeded?

My boiler is making banging noises – can I make a claim on my Together Home Emergency policy?

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?

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?

My toilet has broken as it no longer flushes. Can I claim for this on my Home Emergency policy?

How do I make a Home Emergency claim and what happens next?

I have Together Home Emergency Cover; will I have to pay the contractor when he visits?

How quickly will a Home Emergency contractor get to me?

How do I know you won’t send a ‘cowboy’ contractor?

How do I make a complaint about my Home Emergency Cover?