Frequently asked questions

Contact us

New customers

If you would like to get a quote on your home insurance, please call - 0800 015 0521

Opening times:

8.30am - 8.00pm Monday to Friday

9.00am - 5.00pm Saturday

9.00am - 5.00pm Sunday


Existing customers

If you would like to renew your policy, please call – 0800 056 9085

If you are an existing customer and have a query, please call – 0800 056 9102

Opening times:

8.30am - 8.00pm Monday to Friday

8.30am - 5.00pm Saturday

9.00am - 5.00pm Sunday


Saga Services Limited

Middelburg Square

Folkestone

Kent

CT20 1AZ


We hope you never have to make a complaint, but if you do please call 01303 771160 where one of our advisers will be happy to help. Alternatively, you can write to us at The Customer Relations Department, Saga Services Limited, Middelburg Square, Folkestone, Kent CT20 1AZ or email us at services.customer-relations@saga.co.uk.

It is important for us to ensure that your personal data is kept secure at all times. By asking you a series of questions, we aim to confirm that we are only speaking to you or someone with your authority acting directly on your behalf.

My documents

MySaga is a secure section of our website, which allows you to view information such as your quotes and policy documents.

If you have opted to receive your documents by email, you can view them online simply by logging into MySaga.

If you are having difficulty accessing your MySaga account or any documents, please call 0800 092 9104 or email mysaga@saga.co.uk.

If you have opted to receive your documents by email, please log into MySaga to access them.

Alternatively, you can view our latest Policy Booklets online under the Policy Booklets section. If you require an older version of your Policy Booklet please call 0800 056 9102.

My home insurance cover

Yes, our Saga TailorMade Home Insurance can provide higher levels of cover as well as many great features and benefits, such as worldwide cover for your valuables and accidental damage as standard. Please see Saga TailorMade Home Insurance for more information and to get a quote. You can also call our specialist TailorMade team on
0800 096 3251.

Yes, you can build a No Claims Discount with our Premier cover. Please read the summary of cover for more details.

Flood Re is a new scheme developed by the government and insurance industry aimed at helping households that have the highest risk of flooding. It allows the insurer to pass the flood risk part of your insurance onto Flood Re. This means that home insurance will be more widely available to those homes that have a high risk of flooding. For more information please visit our Flood Re page.

With our new for old cover you have peace of mind that if an item is damaged beyond repair, we will replace it. For example, if your TV is knocked over and breaks, we will replace it with a brand new one.

A policy excess is the amount of money you contribute towards the cost of a claim, for example, if your excess is £100, you will pay the first £100 towards the cost of the claim. Please note, if you are making a claim on both your buildings and contents then you will need to pay the excess on both parts.

As Saga is an insurance intermediary; we will place your business with an insurer, who will agree to cover any claims you make under your Saga policy. The £20 cost of this service is charged under a separate contract which we need to disclose to you. This does not inflate the cost of your cover as it is included in your total cost.

Under our Premier cover you are covered for damage to items that are part of a matching pair or set. For example, if a friend spills red wine on your sofa and it can’t be cleaned or replaced to match the set, we will replace the whole suite.

Our contents insurance is designed to offer cover for your personal possessions and any damage you are liable for as the tenant. For more information please see our insurance for renters page. If you are renting your property it is normally the responsibility of your landlord to purchase buildings insurance, which covers the structure of your home and outbuildings.

We understand that making a claim can be stressful, so we aim to make it as easy and as straightforward as possible for you. First check your policy documents to make sure you are covered for the type of claim. Then call your insurer with your policy number, personal details and information about what you are claiming for. It may also be a good idea to take photos of your items or keep receipts in case they are lost. The number to call in order to make a claim can be found in your policy documents. For more information please see our How to make a claim section.

Defaqto are an independent financial information business focused on providing valuable information to support the decision making of customers. Their star rating system aims to help customers identify where a product sits in the market place in terms of features, quality and comprehensiveness. Saga’s range of products is designed specifically for our customers and is unique to us. Our home insurance is provided by a number of insurers who all meet our high standards of quality and service and, as a result, has enabled us to achieve a Defaqto 5 Star Rating.

Additional cover options

Legal Expenses is an optional cover that can be added to your Saga Home Insurance policy. It provides up to £100,000 to cover the cost of legal action brought by or against you. This covers a number of legal scenarios ranging from claims and disputes, such as boundary issues with a neighbour. You are also able to view and download legal documents online, such as Wills or power of attorneys, by visiting Saga Legal Documents. You can add Legal Expenses to your policy at any time by calling 0800 056 9102.


We understand that accidents around the home can happen at any time, which is why we feel it's important to have cover for life's unexpected occurrences. Our Essential cover offers limited accidental damage for items around the home, for example, underground pipes and cables and fixed glass in windows and doors. You will also be covered for larger household appliances such as your fridge, microwave or cooker.

Full accidental damage is included as standard under our Premier cover or you can chose to add full accidental damage to your Essential cover at any time by calling 0800 056 9102. With this included, you can feel safe knowing that cover is in place, for example, should you or your family drop a tablet on the floor and break it, cause a stain on your carpet or put a nail through a pipe while putting up a shelf.

Saga Home Emergency is an additional option which will cover you for a range of unexpected emergencies such as blocked drains, burst pipes, electrical failures, smashed windows and pest infestations. This cover provides unlimited call outs from a qualified tradesman, up to three nights alternative accommodation while your home is being repaired and a 24/7 helpline so you can feel safe in the knowledge that we’re here for you whenever you need us.

Saga Home Emergency is administered by AXA Assistance Group and offers two different cover levels:

Home Emergency – This level provides cover for a range of home emergencies relating to gas and electricity supply, water supply pipes, plumbing and drains.

Home and Heating Emergency – This level adds further cover for a sudden and complete breakdown of the boiler, heating controls and main heating system.

You can add Saga Home Emergency to your policy at any time by calling 0800 056 9102.



Damaging your valuables can happen at any time which is why our Personal Belongings Cover protects your personal possessions anywhere in the world. You can choose to add cover up to £2,500, £5,000 or £10,000 per incident. Whether it’s an iPad left on a train, dropping your mobile phone on the floor or having your camera stolen on holiday you can claim to cover the cost of a replacement. Personal Belongings Cover is included as standard in our Premier cover but can be added to your Essential policy at any time by calling 0800 056 9102.


Our standard Garden Cover will cover you for up to £1,000 for loss or damage to your plants, lawns, shrubs and garden contents within the property. If you require Garden Cover greater than £1,000 then you can add our Extended Garden Cover to your policy which provides up to £5,000 per claim for items such as garden furniture, outdoor heaters and barbeques. You can add Extended Garden Cover to your policy at any time by calling 0800 056 9102.


I need to make a change, renew or cancel my policy

You will be notified at least 21 days prior to the date your policy is due for renewal. You can renew your policy by calling 0800 056 9085. If you pay by Direct Debit or have a continuous payment on your credit card, your policy will automatically renew without you having to do anything.

If you need to make a change to your policy, our friendly customer services team will be happy to help. Please call our existing customer helpline on 0800 056 9102. Please refer to your policy documents as some changes may require you to pay an administration fee.

Yes, it is important that you inform us of any changes to your property, for example, an extension or adding a conservatory, so we can ensure you have the right level of cover in place whilst the alterations are ongoing.

We hope you never have cause to cancel your policy and we will always strive to resolve any concerns or issues you may have. However, if you want to cancel your home insurance, please call us on 0800 056 9102.

Cancellation - Before the policy has started

If you wish to cancel your policy after receiving your documents but before your policy has started, you will receive a full refund of the premium paid.

Cancellation - Within the first 14 days

If you wish to cancel your policy within the first 14 days of receiving your policy documents then you will either receive a full refund of your premium paid if your cover has not yet commenced, or the unused part of your premium based on the cover you have had if your cover has started.

Cancellation - After the first 14 days

If you wish to cancel your policy after the first 14 days of receiving your policy documents and your policy has commenced then you will receive a refund of the unused part of your premium based on the cover you have had. This is on the condition that there have been no claims made by you or against you during that time.

There is an administration fee of £35 that applies after the first 14 days of your cover start date.

Please note that our Legal Expenses Cover and the arrangement fee are non-refundable after the first 14 days.

Landlord insurance

Landlord insurance is designed to protect your property from any damages as a result of letting it out. The policy will cover the building and any of your contents you have furnished the property with, your tenants should have their own contents insurance for their personal belongings.

By taking our landlord insurance you will benefit from cover for malicious damage or vandalism by your tenants, alternative accommodation cover to rehouse your tenants after a major incident such as a flood or fire. You can also benefit from Legal Expenses Cover which provides unlimited legal advice and legal costs up to £100,000. For more information please visit our landlord page.


Rent Guarantee is an optional feature that will provide up to £2,500 or £5,000 per month if a tenant owes rent under a tenancy agreement and you are pursuing a claim to evict them from your property. We will also include rent protection payments, which cover 50% of the rent for a further three months after the tenant has been evicted, giving you time to find another tenant. You can add Rent Guarantee at any time by calling 0800 027 1355.


Yes, as a landlord, Saga Home Emergency can be added to your policy and consists of two cover levels to choose from:

Home Emergency – This level provides cover for a range of home emergencies relating to gas and electricity supply, water supply pipes, plumbing and drains.

Home and Heating Emergency – This level adds further cover for a sudden and complete breakdown of the boiler, heating controls and main heating system.

We understand that you may not always be available to deal with property issues which is why we have made it possible for your tenants to deal with any emergency on your behalf. You can add Saga Home Emergency at any time by calling 0800 027 1355.