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Home Insurance

We understand there’s a lot of change to routine at the moment, with many of our customers working from home, looking after children, or self-isolating.

We’ve put together some FAQs to help answer your questions on your home insurance policy.

If you’re worried about your situation, and can’t find your answer here, then remember your local Agent or Mutual Direct are here to help.

Yes. Our Home and Lifestyle insurance will cover you for office work from home.  If you’re now running your own business from home we’ll also offer some business equipment cover as standard within our policy.

If you’re meeting clients then please contact us to discuss arrangements. If, after the lockdown has lifted and you can still work from home and require customers to visit your home, you will need to let us know.

If you cannot visit the property, we would encourage you to make alternative arrangements where possible – a neighbour, for example, who could visit/inspect whilst still observing social distancing measures. However, if this isn’t practical, we wouldn’t apply any changes to the terms until the government relax the restrictions in place.

Yes – our home emergency cover is still available and engineers are still attending properties to fix problems, however, please bear with us as due to the social distancing measures in place visits are taking longer and so it make take longer than usual for us to be able to attend your property.

If your property becomes uninhabitable from an insured incident then we’ll work pragmatically with you to make sure that you and your family can move to temporary accommodation safely.

Your insurance only covers damage to the property from insured risks and as the Coronavirus is not an insured risk you wouldn’t be able to claim for this. 

One of the benefits of NFU Mutual’s Home and Lifestyle, Home and Lifestyle Plus and Bespoke cover is the optional holiday accommodation cover offered. It is intended for home insurance customers who rent out their own home or a small number of holiday homes.

During April, we identified a discrepancy within the Holiday Accommodation section of our Home and Lifestyle, Home and Lifestyle Plus and Bespoke policy documents.

The discrepancy was between the policy wording, Insurance Product Information Document (IPID) and Schedule, under ‘Loss of Profit’.
The main policy wording states we will consider loss of profit claims affected by food or drink poisoning, or any ‘human disease’ at or within 25 miles of the holiday home. Human disease is defined and refers to a specific list of diseases. COVID-19 is not one of them, and this is an industry view.

In error, the supporting IPID and Schedule documents show ‘infectious disease’, which is not defined and is therefore able to be viewed in the widest sense. 

Acknowledging the discrepancy, and any confusion this may have caused customers at an already difficult time, we have made the decision to consider Covid-19 under this section for the benefit of these customers.

In addition, we have decided that it would be unreasonable to ask customers to prove the existence of Covid-19 within a 25-mile radius.

This enables us to specifically consider loss of profit claims of up to £10,000 during the Government lockdown period, for applicable customers with Home and Lifestyle, Home and Lifestyle Plus, and Bespoke policies with Holiday Accommodation cover.

We are proactively contacting policyholders who had claims repudiated prior to the discrepancy in order to progress their claims.

If you are a customer with a Home and Lifestyle, Home and Lifestyle Plus or Bespoke policy with Holiday Accommodation cover and would like to talk to us about a claim for loss of profits, please contact us.