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Home insurance FAQs

Find answers to our most commonly asked home insurance questions
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Frequently asked questions

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 chat with us now.

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

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

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
8.30am – 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
CT20 1AZ

We hope you never have to make a complaint, but if you do please visit our complaints page for all the details.

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 home insurance cover

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.

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.

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 calling us on 0800 414 525 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 of 9.7% per annum (22.9% APR).

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.


You can also pay for your Saga Home Insurance policy by cheque.

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 £25 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.

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.

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.

With our new for old cover you have peace of mind that if an item is damaged beyond repair, we will replace it, regardless of age. 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.

Under our Saga Plus cover level 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. This feature is not available on our Saga Select cover level.

Our contents insurance is designed to offer cover for 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.

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 for seven years in a row.

Our flagship Saga Plus cover level comes with a 3-year fixed price. This means you get a price that won't go up for three years if the policy details stay the same (even after most claims*) and the freedom to leave any time you like during the policy year with no cancellation fee. And if you make any mid-term changes like moving house you won't be charged an admin fee either.

*Based on claims made in 2019 and 2020.

Read all the terms and conditions and find out more about our 3-year fixed price.

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, as long as the legal team believes you can win your case. This covers a number of legal scenarios such as boundary issues with a neighbour, contract or employment disputes or personal injury claims.

Our Legal Expenses option also includes an Online Safety Support Service. This means you can get advice, support and solutions for identity fraud, computer viruses and suspicious emails.

We understand that accidents around the home can happen at any time, which is why we offer optional accidental damage cover under our buildings insurance for fixtures and fittings such as your kitchen units, bathroom suite and glass in your windows and doors. Optional accidental damage is also available under our contents insurance, which covers you for spillages on carpets, knocking your TV over or dropping your laptop in the home.

Accidental damage is included as standard under our Saga Plus cover level. You can choose to add accidental damage to your Saga Select cover at any time by calling 0800 056 9102. This this included, you can feel safe knowing that cover is in place, if for example, 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 provided by Inter Partner Assistance S.A. UK Branch 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 includes all of the above, plus cover for a sudden and complete breakdown of the boiler, heating controls and main heating system, or if there's a leak from a hot water pipe or radiator.

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 Saga Plus cover level but can be added to your Saga Select 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.

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.

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.

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. If you make a claim, you will not receive a refund.

There is a cancellation fee of £35 that applies after the first 14 days of your cover start date, unless you have a Saga Plus Home Insurance policy.

Please note that the arrangement fee is non-refundable after the first 14 days. Legal Expenses is refundable mid-term on a pro rata basis as long as a claim hasn't been made.