HOME INSURANCE FAQs

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

If you are having difficulty accessing your MySaga account or any documents, please contact us.

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

Alternatively, you can view our policy books online. If you require an older version of your policy book please contact us.

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

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 contact us with your policy number, personal details and information about what you are claiming for. You may be asked to provide photos of the damage, or receipts for lost items, if you have them.

For more information please see our how to make a claim page.

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.

Your excess is made up of a compulsory amount and an additional voluntary amount that you have selected.

Please note, if you are making a claim on both your buildings and contents then you will need to pay the excess on both sections.

So we can cater for your needs, we offer a number of ways to pay for your Saga Home Insurance. The easiest way to arrange payment is by contacting us where you can set up a Direct Debit or pay by credit or debit card.

Monthly Direct Debit

Paying by monthly Direct Debit allows you to spread the cost of your insurance. It is a simple, convenient and safe way to pay for your Saga Home Insurance policy; you will be in complete control and ensure you're always covered. If you pay monthly there is a charge for credit.

Single Payment

This method allows you to pay for your annual Saga Home Insurance policy in full, you can use a credit or a debit card.

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 cost of this service is charged under a separate contract which we need to disclose to you. This won't increase any premium we've already quoted you, as the fee is included automatically within your total cost.

Flood Re is a 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.

Yes. Items are replaced new for old. When you make a claim, items that are damaged or lost will be replaced or valued on a brand-new basis. For example, if your TV is knocked over and breaks, we will replace it with a brand new one even if your original TV was 10 years old.

Yes, with Saga Plus you're covered for damage to items that are part of a matching pair or set.

With Matching Sets cover, if something that’s part of a matching set gets broken (like your bathroom sink, for example), we’ll replace the whole set if we can’t repair or replace it to match. This feature is not available on our Saga Select policy.

Our Contents cover is designed to protect your personal possessions and any damage you are liable for as a tenant. For more information please see our renters insurance 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, as well as things like built-in appliances and bathroom fixtures.

Our flagship Saga Plus cover level comes with a 2-year fixed price. You'll get a price for one year's cover but, because we fix this for your next renewal, as long as nothing changes, you'll pay the same price next year.

Read all the terms and conditions and find out more about our 2-year fixed price.

We understand that insurance can be complicated, some of the questions we ask can seem technical and might be difficult to understand. It’s important that you are comfortable and confident that your insurance meets your needs.

To help us help you:

• Don’t be worried about asking questions
• Don’t be afraid to ask us to repeat a question
• Please tell us if you need us to slow down or speak up
• If you would prefer us to speak to someone you trust who you would like to make decisions on your behalf, just let us know
• If a call becomes overwhelming, please let the call handler know, and we’ll call you back once you’ve had a break.
• Although our team will make every effort to answer all your questions. please remember that they are not able to offer advice or opinions on whether a product is suitable for you. That decision is yours to make.

You can find information on how we can help you on our Saga Support Services page.

You can request any documents in large print, Braille, or audio. Please let us know if you need any of these formats by contacting our customer services team.

You can also inform us of any additional support you need via the Saga Support Register form.

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 contact us.

You have 14 days from either the purchase date of the policy, or the date you receive the policy documentation (whichever is later) to cancel your cover. This is called the cooling off period.

During the cooling off period there is no administration fee for cancellation; after the cooling off period the cancellation fee is £35 for Saga Select. There are no cancellation charges for Saga Plus customers.

Please be aware, if your cover has already started, you will be charged for the time on cover in addition to any applicable fees. There is also a £20 non-refundable set up fee for Saga Select and Plus. Please be aware, if your cover has already started, you will be charged for the time on cover in addition to any applicable fees.

If you have purchased optional cover, providing no claims have been made, you only need to pay for the number of days you were covered.

If you have purchased Annual Boiler Service alongside your Home Emergency or Home & Heating Emergency cover, you will be entitled to a refund if you have not received your boiler service during the policy year.

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. You also need to let us know if scaffolding is going up at your property for any reason, for example repainting or maintenance.

This is likely to result in additional terms being applied to your policy until the work is complete. Depending on the type and duration of the work there may also be an additional charge to cover the increased risk. When calling to tell us about planned building work, please make sure to have the following information ready:

• Total cost of the work
• Start and expected end date
• A brief description, e.g. new bathroom and kitchen, single storey extension, etc.
• Whether you have signed a JCT contract (your building firm/contractor will be able to tell you this)
• If you intend to move out temporarily for (all or part of) the duration of the work.

If you are a new customer and have current or planned renovations at the home you wish to insure, we may still be able to cover you, but be sure to have the above information ready when you call to get a quote.

You will be notified at least three weeks prior to the date your policy is due for renewal. You can renew your policy by contacting us.

If you pay by Direct Debit or have a continuous payment on your credit card, you can select to automatically renew without you having to do anything further.

If you need to make a change to your policy, our friendly customer services team will be happy to help. Please contact us.

No. There are times when you may need to amend your policy, for example if you move house or alter your cover. Some changes may result in a change to your premium. However, Saga won't charge an administration fee for any changes you make.