Frequently Asked Questions

Although we have tried our best to provide as much help throughout the site, we understand that sometimes you just can't find the answer that you are looking for. So to make life easier for you, our help section hopefully answers any question that you may have. Again for your convenience, we have broken questions into topics to make it easier to find what you are looking for.

If you still can't find the answer you are looking for, contact us. 

General questions

My contact details have changed, how do I update my policy?

If either your correspondence address, e-mail address or telephone number has changed, please contact us and we will be happy to update your details.

I don't want to receive any marketing communications anymore, how do I stop them?

Letsure also tries to keep marketing communications to a minimum, however if you no longer wish us to contact you, we will be happy to remove your details from any future communications. Please contact customer services but bear in mind that it can take a couple of weeks for your information to be completely removed. You will still receive communications relating to any insurance policies that you hold with us.

I am unhappy with the service, how do I make a complaint?

Firstly, we are very sorry that you have had problems with our service and we would like to assure you that we will do our utmost to resolve the matter.

If you have not already spoken to us regards the matter, please contact us on 0800 035 8242. Alternatively you can email us at info@letsure.co.uk or write to us at:
Letsure, Hestia House, Edgewest Road, Lincoln, LN6 7EL

Your complaint will be acknowledged as quickly as possible but always within 5 working days and we will detail our complaints procedure to you.

If following our final response to you, you are still dissatisfied; you may be entitled to refer the matter to the Financial Ombudsman Service:

By writing to:
The Financial Ombudsman Service, South Quay Plaza, 183 Marsh Wall, London, E14 9SR

By telephone: 0845 080 1800 

About our Cover

What does your policy cover?

Up to £5,000 annual cover for accidental damage to your landlord's property, fixtures and fittings and possessions in the rented property. The first £100 of any claim will not be paid.


Can I get immediate cover?

Unfortunately, we do not offer an online service at present but you can call us on 0800 0358242 and we can offer instant cover during our opening hours subject to our normal terms and conditions.

Can I get cover for a few months?

Our tenant's liability insurance policy will provide insurance cover for 12 months. You can buy a policy and cancel it if you require cover for less than 12 months but you should be aware that this policy is non-refundable after 14 days, so you would not get any refund. You are however, able to transfer the cover to a new property if you move during the 12 months, see ‘Making a change to your policy' below. 

Making a change to your policy

What changes do I need to tell you about?

You need to tell us about any change that may affect your insurance cover (these are called material facts). Material facts are those which are likely to influence an insurer in the assessment or acceptance of a risk. If in doubt, please contact us and we can inform you whether it affects your insurance policy. For this product, this would be previous claims for accidental damage or a change in your address.

How much will it cost to make a change?

Your premium will not be affected if you make a change. However, Letsure may charge you a fee for making a change to your policy. Our current fees are shown in the Initial Disclosure Document.

Can I make a change to my policy online?

Unfortunately, we are currently unable to offer you this service but we hope to offer this service in the future. To make a change you will need to contact us. 

Cancelling your policy

Will I get a refund if I cancel my Tenant Liability insurance policy?

You will not receive any refund if you cancel your policy after the first 14 days as this policy is non-refundable.

Can I cancel if I have made a claim?

Yes, you can cancel if you have made a claim but there will be no refund of premium due to you. 

Making a claim on your Tenant Liability Insurance

How do I make a claim?

Details on how to make a claim for Tenant's Liability Insurance can be found here.

Do I have to pay an excess if I claim?

Excesses apply on some policies and also vary depending on the type of claim. For full details on whether an excess will apply, please either refer to your documents or you can view the policy wordings . If you are still unsure please contact us.

How long will my claim take?

Your policy documents should arrive within 5 working days of the policy being bought, as we use the postal system, sometimes events such as industrial disputes, transportation issues or loss of mail can occur which may affect the delivery timescales. If you have not received any documents after 10 days, you should contact us as there is likely to have been an issue. 

Price and payment

Does my price include insurance premium tax?

Yes, all of our insurance premiums include IPT at the current rate. All insurance premium tax is paid to the insurer who in turn will pay this to Her Majesty's Revenue and Customs.

Can I pay by instalments?

Most of our products are able to be paid by monthly instalments. The finance is offered through Close Premium Finance who are a reputable finance company. Availability of monthly instalments will be made aware to you when purchasing a policy.

Documentation

How long does it take to receive my policy documents?

Your policy documents should arrive within 5 working days of the policy being bought, as we use the postal system, sometimes events such as industrial disputes, transportation issues or loss of mail can occur which may affect the delivery timescales. If you have not received any documents after 10 days, you should contact us as there is likely to have been an issue.

Do I have to return anything back to you?

Generally, we do not require you to return anything back to us. If we require anything, you will have been made aware of this and it will also be shown on your covering letter. If you have taken out an instalment plan through Close Premium Finance, you will need to return a signed Consumer Credit Agreement back to them.