When should I expect to pay my insurance premium?
The period of insurance starts on 1 April each year and we will bill you for the year ahead. Your property is insured even if Waverley is delayed in sending the invoice to you.
You must pay the premium to Waverley without delay. If you are experiencing financial difficulty, please contact Housing Income without delay: at housingincome@waverley.gov.uk
What does my building insurance cover?
Your policy covers the structure of your flat, including its fixtures and fittings, and the part of any communal areas that your lease says you are responsible for.
No cover for personal possessions: The policy does not cover the contents of your home or your personal possessions.
How do I insure the contents of my home?
You are responsible for insuring the contents and personal possessions in your home. Many companies offer home contents insurance, just search online if you are not sure where to start.
How do I know if the damage to my property is covered by insurance?
This depends on what caused the damage. For example, insurers will not pay for any damage that results from wear and tear, faulty building work or lack of maintenance.
Claims involving theft, attempted theft or malicious damage
If you are claiming for theft, attempted theft or malicious damage, you must first inform the police of the incident and get a crime reference number.
Please note that damage of this nature will not be covered if you are subletting, or if the property has been empty for 30 days.
Excesses
When you make a buildings claim you will have to pay an excess, this varies depending on the type of claim.
- All claims types except subsidence is £250 excess
- Subsidence claims is £1,000 excess
- There is no excess for Property Owners Liability claims.
How do I make a claim?
Waverley leaseholders who need to make a claim, for building damage covered by the council’s insurance, should contact the insurance provider promptly with full details and evidence of the issue, quoting the policy number: 3148437.
For more information, please read the summary of cover.
Making a claim
By telephone
Call 0161 274 9077 during office hours Monday to Friday 9am to 5pm.
For calls made outside of office hours, please dial this number and your call will be redirected to the out of hours office.
Email
Email: claims@protectorinsurance.co.uk
Online
Visit the website to make a claim.
Making a complaint
For compensation related to disrepair or service failures, leaseholders should submit a written claim and follow the council’s complaints procedure; if unresolved, they can escalate to the Housing Ombudsman. Serious disrepair claims should follow the Housing Disrepair Protocol, involving written notification and allowing the council time to respond before considering legal action. Throughout, leaseholders should keep thorough records and may also seek tribunal decisions for disputes over service charges or lease terms.
Can I arrange emergency repairs?
Insurers are happy for you to arrange emergency repairs to prevent further damage or to make your property secure, but please keep the bills as they will form part of your claim.
Always try to tell the insurers about a possible claim as soon as you can. If you delay, you may have your claim refused.
When repairs are not necessary immediately, you should first get estimates for the work and send them to the insurers. They will then tell you whether they will pay.