Home insurance

Buildings insurance covers the structure of your house, the permanent fixtures and fittings, garden walls, gates, fences, paths, drives, patios, swimming pools and tennis courts in the grounds of your home.

If you choose contents insurance, your household goods, valuables and personal effects are covered.

Depending on which home insurance you choose, you’ll get:

• A no-claims discount of up to 35% for buildings and contents insurance
• 12% off your premiums if you insure both your buildings and contents with Goldfish
• 10% off contents cover if you have a working NACOSS approved intruder alarm
• Plus, for all those new to home insurance, you’ll benefit from an additional 10% introductory discount

Usually, you pay the first £50 (or any different amount shown in your schedule) of each claim or series of claims. This helps us manage the claim costs and keeps your premium down. Please see the ‘full policy’ for details.

Yes, if you choose the pedal cycle cover option.

Quotations are valid on the day given and after that are subject to change. Please note that if you choose not to apply for home insurance on that day, your quote is no longer valid. Premiums include insurance premium tax at the current rate. There are no additional fees or charges.

If you’re the victim of malicious damage, theft, attempted theft, or accidental loss outside of the home, inform the police straight away and get a Crime Reference Number. You’ll then need to contact us on telephone 0870 240 2335. It’s a good idea to check your policy for details of what’s covered.

For other claims, telephone 0870 240 2335 as soon as possible and tell us what happened. We will then seek to resolve your claim as quickly as possible. Once you have told us about your claim, we can give you further advice. It’s a good idea to check your policy for details of what’s covered.

Don’t try and repair anything without talking to us first, unless you’re preventing further damage, and don’t throw away damaged goods without clearing it with us because we may need to see them in order to process your claim. If you don’t do this you may adversely affect your claim. This doesn’t apply to spoiled food which can be disposed of once you’ve made a list of the damaged items.

Usually, you pay the first £50 (or any different amount shown in your schedule) of each claim or series of claims, and we cover the rest.

We will let you know at least 21 days before each policy renewal date, with details of the premium and terms and conditions that will apply for the following year. If you wish to change or cancel the cover, then please tell the insurer direct before the renewal date. If you pay by Direct Debit, you won’t need to do anything as your policy will automatically renew unless you cancel the payment instruction. If you’re paying by cheque or credit card, you’ll need to send in further payments if you wish to renew the policy.

To cancel your cover please provide us with notice in writing or call 0870 240 2335. If you cancel the policy, you might receive a partial refund of premium, provided that no claim has been made during the current period of insurance. For our part, we can cancel this policy by giving you at least 14 days’ notice by recorded delivery to your last known address. Under these circumstances, we refund you any premium you may have paid already, if it is more than £5.

All our insurance suppliers are authorised and regulated by the Financial Services Authority (FSA) and their main business is insurance.

Goldfish Home Insurance is underwritten by Lloyds TSB General Insurance Limited. Registered in England No. 204373, 25 Gresham Street, London EC2V 7HN. FSA No. 202091.

Legal expenses cover is underwritten by DAS Legal Expenses Insurance Company Limited. Registered in England No. 103274, DAS House, Quayside, Temple Back, Bristol BS1 6NH. FSA No. 202106.

24-hour Emergency Homeline is provided by Royal & Sun Alliance Insurance plc. Registered in England No. 93792, St Mark's Court, Chart Way, Horsham, West Sussex RH12 1XL. FSA No. 202323.

Simply call us on 0870 240 2335.

Very quickly - always within five working days of cover being arranged, or we’ll let you know if there are any queries within five working days.

At Goldfish we aim to provide excellent service to our customers at all times. However, if our standards of service fall below your expectations, the following complaint handling procedure is in place.

First point of contact

You should direct your complaint to:

Customer Care
Goldfish Home Insurance Services,
Tredegar Park,
Newport, South Wales,
NP10 8SB.

We aim to acknowledge all letters of complaint within five days of their receipt. We will give you the name or job title of the person handling your complaint at Goldfish.

A full response will be sent to you within ten days unless your complaint requires further investigation. We may, for example, need to consult with our colleagues in other departments and in these circumstances we will send a full response to you within four weeks. In exceptional circumstances, the longest we will take to send you a final response will be eight weeks.

If this doesn’t resolve matters please write to:
The Managing Director
DAS Legal Expenses Company Limited,
DAS House,
Quayside, Temple Back,
Bristol BS1 6NH.


Financial Ombudsman Service

If you are dissatisfied with the final response we send you, you may refer your complaint to the Financial Ombudsman Service. You may also refer your complaint to the Financial Ombudsman Service if we have not sent you a final response within eight weeks. The Financial Ombudsman Service will write to us requesting a summary of the matter, and will liaise directly with us in resolving your complaint. If the Financial Ombudsman Service makes a determination that they will take up your case, the matter will be decided by them following a thorough investigation.

Further details of the Financial Ombudsman Scheme are available from the Financial Ombudsman Service.


Contact details:

Financial Ombudsman Scheme
South Quay Plaza
183 Marsh Wall
Canary Wharf
London E14 9SR
Telephone: 0800 028 8990
Website:www.financial-ombudsman.org.uk

Banking Code

The Banking Code is monitored by the Banking Code Standards Board (BCSB), an independent body that sets standards of good banking practice amongst UK banks and building societies.

Barclays Bank PLC is a voluntary subscriber to the Banking Code. A copy of the code is available on request by telephone on 0800 028 8990 or from the Banking Code website at www.bankingcode.org.uk.