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M&S HOME INSURANCE

Help and FAQs

These FAQs are for M&S Insurance policies provided by Uinsure Ltd. This includes policies purchased after 29 Jun 2026 with a policy number starting with UINH.

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If you first purchased your policy before 30 Sep 2025, or your policy number starts with MHO, follow the link below for claims and policy support

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Need to make a claim?

Find out how to make a claim or contact M&S Team at Uinsure for support

Buying your policy

What's not covered in my policy?
Unfortunately, there are circumstances your policy will not cover. Here are some common instances that our home insurance policy doesn't cover:

  • Incidents that happened before the policy started
  • Damage or breakdown due to wear and tear
  • Damage caused deliberately, or by pets

Check your for the full terms and exclusions
What is wear and tear?
Almost everything in your home will suffer from general wear and tear over time. Extend the lifetime of your property and your possessions through general maintenance and upkeep. So, for example, from time to time it would be worth having your roof checked for missing or cracked tiles.

Wear and tear is a common reason for declined claims, especially in weather like a storm. It's difficult for rain or wind to damage a well-maintained property unless it's extreme weather. But a poorly maintained roof could let rain in that could also damage your contents.
What is accidental damage?
Accidental damage refers to sudden, unforeseen, and unintentional physical harm to property or possessions. It is typically a one-off event that happens unexpectedly, rather than a gradual decline in quality.
Am I covered for accidental damage?
There's some accidental damage cover included in the policy as standard. Check your policy documents for what's covered.

If you've chosen buildings cover then you'll have cover for damage to fixed glass, toilets, baths, sinks and built-in hobs. If you have chosen contents cover, you'll have cover for damage to televisions and home entertainment equipment.

You can also add optional accidental damage which covers you for accidents like:

  • Putting your foot through the ceiling if you add buildings accidental damage
  • Spilling red wine over your new sofa if you add contents accidental damage
What counts as storm damage?
Storm damage occurs when a property has been damaged due to extreme weather. This usually includes very high winds, extreme rain, hail, or snow.

Depending on your policy, your building would be covered if damage occurred under the following circumstances:

  • Wind speeds are recorded over 55mph
  • Rainfall reaches more than 25mm/1 inch of rain within a 1-hour period
  • Hailstones that are extreme enough to cause damage to hard surfaces
  • There was 30cm/12 inches or more of snowfall within a 24-hour period

We'll determine if these conditions are met by checking local weather records.
What is meant by escape of water?
'Escape of water' describes a water leak that can come from multiple sources in the home. For example:

  • Leaking pipes for example boiler, water tank, radiators, or heating system
  • Burst pipes caused by water freezing inside them
  • Appliances like washing machines and dishwashers

A £500 minimum excess is applied to this cover.
What is 'trace and access'? What does it cover?
'Trace and access' applies when you are unable to find the source of a leak, for example from hidden pipework.

If your building has been damaged by the water leak, we'll pay reasonable costs to find the source of the leak. For us to do this, you must contact us first. We will cover the cost to repair walls, floors, or ceilings, up to the limit shown in your policy docs. We will also reimburse costs you have to pay to find where the water is leaking from, including the cost of repairs to walls, floors or ceilings.

You must get our agreement before work starts to receive this benefit. For more information, please refer to your policy documents.
Are my pipes or underground services covered?
The cost of repairing accidental breakage to the fabric of cables, underground pipes, drains and tanks (and their inspection covers) serving your home and for which you or your family are responsible are covered.

However, this does not include damage due to wear and tear or gradual deterioration or caused by faulty materials, design, or a tradesperson carrying out any alterations, renovations or repairs.

Deterioration of materials, faulty design and drainage which did not meet the requirements of the Building Regulations in place at the time of construction is also not covered.
Do I need to tell you about any building work?
Yes, please contact us by emailing contact@insurancehome.marksandspencer.com or calling 0161 524 6748 (available 9am - 5pm, Monday to Friday).

We need to give full details of the work to the underwriters, so they can decide whether or not it will affect your policy. If it does, we'll let you know.
How long can I leave my home unoccupied?
A home that hasn't been or won't be lived in (e.g. carrying out day-to-day activities in the home such as bathing, cooking, eating and sleeping in the home overnight) for more than 60 days in a row is classed as unoccupied. Regular visits to the home or occasional overnight stays do not represent a break in this period.
What is matching items?
Matching items are items that are considered a pair, set or collection. For example, a set of furniture or crockery sets. When single items are damaged, we will only repair or replace the damaged item and not the entire set.
Are mobile phones covered by home insurance?
  • Mobile phones up to £500 are automatically covered within the home under Contents cover as standard. If your policy includes accidental damage, your phone is covered for it too.
  • If you add unspecified personal belongings cover to your policy, any mobile phones up to £500 are covered away from the home as well.
  • If you wish to cover a phone worth more than £500 away from the home, this must be listed individually on your policy under the optional mobile phone cover.

The mobile phone cannot be used for business purposes.
Are laptops covered in and out of the home by contents insurance?
At home your laptop is automatically covered just like your other household items up to £2,500. If your policy includes accidental damage, your laptop is covered for accidental damage too. Any laptop valued above £2,500 must be specified on your policy.

If you want your laptop to be covered away from home you will need to select Personal belongings cover and the appropriate value needed. Laptops worth more than £2,500 must be listed individually on your policy. If they aren't listed, the most you can claim is £2,500.

The laptop cannot be used for business purposes.
Am I allowed to work from home?
Yes, but work is limited to clerical duties only. For example, working on a laptop at home instead of the office and having no visitors to the home. If you manufacture products at home or provide services out of the house, then this would not be allowed.

If you are unsure or have any concerns, please contact the M&S Home Insurance team at Uinsure on 0161 524 6748. We're here 9am to 5pm, Monday to Friday. We'll do everything we can to help.
Does my contents cover increase during special events?
Yes, we offer extra cover for special events such as birthdays, weddings, civil ceremonies and religious events.

For 30 days before and 30 days after the special occasion increases the maximum claim limit under your contents section by £5,000. This boost also applies to gifts and decorations.

Importantly, this uplift only increases the overall claim limit - it doesn't change or add any new types of cover. That means if your policy already includes Accidental damage, this cover also applies to the additional £5,000. If not, only standard cover applies.
Do you cover my contents when I'm moving home?
If your contents are professionally packed and carried, we will insure you against loss or damage to the contents while they are being transported anywhere in the United Kingdom between your old address and your new address, on their way to or from a furniture depository, and being loaded or unloaded.

Glass or fragile items, items in a storage facility and quantities of cash are not covered.
Should I compare prices from other providers?
Uinsure use a panel of insurers to provide 5 Star Defaqto rated insurance at the best price available. Whilst you can compare prices from other providers, we highly recommend that you take into account the quality of the cover provided and what is and isn't included in the policy.
Who underwrites my policy?
We only work with the most trusted insurers to help provide Defaqto 5 Star rated policies and the best available premium. Please check your policy documents to check which insurer underwrites your current policy.

Managing your policy

How can I make changes to my home insurance policy?
To make changes to your home insurance policy please get in touch as soon as possible. You can contact our home insurance customer service team on 0161 524 6748. We're here 9am to 5pm, Monday to Friday. We'll do everything we can to help.
Do you charge admin fees to make a change?
Unlike most other insurers, we do not charge any adjustment fees to make a change to your policy. Simply contact the M&S Home Insurance team at Uinsure on 0161 524 6748. We're here Monday – Friday between 9am and 5pm and we'll be happy to help.
I cannot find my policy documents
If you are unable to find your policy documents please get in touch so we can help. You can contact M&S Home Insurance team at Uinsure on 0161 524 6748 or email contact@insurancehome.marksandspencer.com. We're here 9am to 5pm, Monday to Friday.
How do I change payment details?
If you need to change your payment details please get in touch as soon as possible. You can contact the M&S Home Insurance team at Uinsure on 0161 524 6748. We're here 9am to 5pm, Monday to Friday. We'll do everything we can to help.
What payment methods are available?
You can pay your premium through a monthly credit agreement, a one-off card payment, or annual direct debit.
What happens if my situation changes?
We have relied on the answers that you gave to assess the chance of you suffering a loss, based on statistics that we have gathered over many years.
The information allowed Uinsure or the underwriters to decide what premium to charge you and what conditions should apply to your cover. If any of the answers were incorrect or have changed and you have not yet received our written agreement to the change or extra information, your policy may not be valid. If the policy is not valid, you cannot make a claim.
As a guide, here are a few examples of changes that you must tell us about as soon as possible. This list does not cover all possible changes:
  • If you change your address;
  • If you or your family receive a conviction, or are prosecuted (except for motoring offences where a prison sentence has not been served);
  • If you commence any conversions, extensions, renovations or structural work to your buildings (Please note: Painting, decorating, tiling, internal joinery, electrical work, plastering, window replacement, installation of central heating or replacement of bathroom and/or kitchen fixtures and fittings do not need to be disclosed);
  • Any changes to your buildings that will increase the rebuilding costs;
  • Any increase in the value of your contents or personal belongings;
  • If someone other than a member of your family comes to live with you; and
  • If your home will be unoccupied for more than 60 days in a row.

Please remember that if you do not tell us about changes, it may affect any claim you make. These changes may result in a change to your premium and/or excess. In rare cases, we might not be able to provide you with insurance cover based on the changes.
How do I cancel my policy?
If you want to cancel your policy, please contact the M&S Home Insurance team at Uinsure on 0161 524 6748 or email contact@insurancehome.marksandspencer.com. We're here 9am to 5pm, Monday to Friday. You may be entitled to a refund of premium, provided that no claim has been made during the current insurance period.

Making a claim

What is a policy excess?
A policy excess is the amount you have to pay towards the cost of your claim. There are different excesses that may apply.

There’s a standard policy excess which applies to all claims. The amount you need to pay may increase depending on the type of claim you want to make. For example, the standard excess on your policy may be £250 but some types of claims have a different excess. These are:
  • Escape of water and leaking oil £500 minimum excess
  • Excess for subsidence, landslip and heave £1,000

Details of all your policy excesses can be found on your policy documentation.
How do I make a claim?
We want to make claims as easy as possible. Our highly trained claims specialists assist you from start to finish, providing you with clear communication and reassurance, as well as practical help.

You must contact your underwriter as soon as is reasonably possible by calling them on the number which is noted on your schedule. Our helplines are open 365 days a year, 24 hours a day, so someone will always be here to get your claim started whenever you call us:

  • You can submit a claim by calling the M&S Home Insurance team at Uinsure on 0161 524 6748 (our helpline is available 24 hours a day, every day of the year) or by making an .
  • For home emergency claims please contact 0161 524 1770 (available 24 hours a day, every day of the year)
  • For family legal protection claims please contact 0161 524 9517 (our helpline is available 24 hours a day, every day of the year)

If you need to make a claim, please refer to your policy or contact the claims team. There are a few things which will help:
  • Your policy number
  • The date of the incident
  • Details of the loss or damage together with the value of the item, if known
  • Crime reference number where applicable
  • Pictures and videos if possible

It’s really important that you don’t throw away any damaged items until we say so. Unless in the case of emergency, please do not carry out any repairs or replace any items without us agreeing to this first.
I’m not sure if I should make a claim?
You can see what your home insurance covers by checking your policy documents. They will also tell you what excess may be applicable, depending on the type of claim you make.
What will I need to provide to make a claim?
It can be helpful, before a claim occurs, to take photos of your valuable items, trying to make sure that key details like model numbers and distinctive features are visible. If your phone or camera doesn’t date the photographs for you, make sure to date them yourself. We also recommend keeping receipts, particularly for high-value items. This is a simple way to prove their value should you need to make a claim.

When it comes to making the claim, unless the police are required to attend the incident, you should call your insurer immediately. If you have had to contact the police first, for a case such as burglary, make sure you get a crime reference number that you can pass onto your insurer.

Do not dispose of damaged items until your insurer advises that it’s okay to do so. And make sure to take photos and/or videos of all damaged property, both your home and possessions.
How can I make a claim if I can’t remember who is underwriting my Home Insurance cover?
Your claims number and underwriter can be found in your welcome pack.
If you cannot find your welcome pack, you can call the M&S Home Insurance team at Uinsure on 0161 524 6748. We’re here 9am to 5pm, Monday to Friday. We’ll do everything we can to help.
Will someone come out to look at the damage?
When you report a claim, the claims team will understand the level of damage and give you options. They may ask an approved contractor to contact you directly and make a plan for the repairs. If the damage is substantial, they may send out an expert to manage the claim.
I’ve already started repairs how will this affect the claim?
It’s important you get in touch before you undertake any repairs or clean up, unless this is essential for protecting the building or your possessions.

You should contact the M&S Home Insurance team at Uinsure before you start any repairs or clean up. If you don’t, it could affect your ability to make a claim. If they’re essential for keeping the building or your possessions safe, let us know as soon as possible.
How will you replace my damaged items?
In the first instance, we’ll look at repairing the damaged item. If this is not possible, we’ll consider replacement options.

We’ll look to replace your items as ‘new for old’. This means that, if your item is available to buy, we’ll aim to replace it by giving you a new one through one of our suppliers. We may alternatively give you a cash settlement for the value of the item.
How will a home insurance claim affect my premium?
A claim is likely to affect the no claims discount on your policy, and therefore any reduction in premium to reward not having a claim may likely be reduced or removed. The premium may also be increased due to statistics that insurers use. We are unable to confirm the exact impact until your policy approaches its renewal.

Depending on the claim, you might require an alternative policy at renewal.

Renewing your policy

What is the process for automatic renewals?

For your convenience and protection we will write to you in good time before the end of the period of insurance confirming next year’s premium, any changes to your policy and whether you need to contact us to complete your renewal.


We may annually review your policy, including your renewal price, and will write to you prior to your renewal date, confirming any change in your policy terms and conditions.


In the event that we are unable to offer you a renewal price, we will write to you at least 21 days before the policy expiry date confirming what action you have to take.


To opt out of automatic renewal, call 0161 524 6748 or email the M&S Home Insurance team at Uinsure at contact@insurancehome.marksandspencer.com


We recommend a minimum of 30 days before your renewal date.

How can I stop my annual policy being automatically renewed?

For your continued protection and to ensure that you are fully insured at all times, your home insurance policy will automatically renew each year, unless you have specifically opted out.


To opt out, call 0161 524 6748 or email the M&S Home Insurance team at Uinsure at contact@insurancehome.marksandspencer.com


We recommend a minimum of 30 days before your renewal date.

Policy documents & important information

All the things you need to know in one place

Contact and complaints

Who is Uinsure?
Uinsure is a highly regarded insurance provider and has a 5 Star 'Excellent' Trustpilot rating as well as a 5 Star Defaqto rated home insurance policy, meaning they deliver flexible, high quality home insurance cover, as well as excellent customer service.
How to contact us?
If you have any questions and would like to get in touch, you can do so in the following ways:
How do I make a complaint?
Should there ever be an occasion where you need to complain, we will sort this out as quickly and fairly as possible. The process for making a complaint will depend on when you took out your policy.
If you took out cover after 29 Jun 2026, please call 0161 524 3777 or you can email M&S Customer Services at contact@insurancehome.marksandspencer.com.
If you took out a policy before 30 Sep 2025 please follow this link for support and complaints.
When you submit a complaint please be sure to provide plenty of detail so that our team can offer as much assistance as possible.
Who can I contact if I'm not satisfied with the response to my complaint?
If you're not happy with how your complaint has been handled or it has not been resolved within 8 weeks, you can take it up with the Financial Ombudsman Service.
This needs to be within 6 months from the date of your final response. Using this service will not affect your legal rights.
As a free, independent body set up by the government, it's the Financial Ombudsman's job to resolve disputes between customers and companies in the UK. You can find out more on the Financial Ombudsman website (www.financial-ombudsman.org.uk).
Can I go straight to the Financial Ombudsman?
No. The Financial Ombudsman require customers to have made contact with the company first and follow their complaints procedure.
If you're not happy with how we have handled your complaint, or we haven't resolved it within 8 weeks, the Financial Ombudsman will investigate your case.

Terms & Conditions

Marks and Spencer plc is an Introducer Appointed Representative of Uinsure Limited.M&S Home Insurance is provided by Uinsure Limited, which is registered in England and Wales with company number 06046870 with a registered office at XYZ Building (1st Floor) 2 Hardman Boulevard, Manchester M3 3AQ. Uinsure Limited is authorised and regulated by the Financial Conduct Authority and is registered on the Financial Services Register under number 463689.Marks and Spencer plc receives a commission from Uinsure Ltd for each M&S Home insurance policy sold. This commission is a percentage of the premium you pay and is included in the total amount.At M&S your privacy is important to us. View our Privacy Notice here.