Help centre
The questions that reach us most often, grouped by what they are about.
Your policy
Where do I find my policy reference?
On the first page of your policy schedule, and at the top of every letter about the policy. It is two letters, a hyphen and four digits.
Quoting it in any message about the policy saves a round of questions.
How do I change my address or my bank details?
Write to the general mailbox with the change and the date it takes effect. A reissued policy schedule follows by email.
How do I know what my policy covers?
The policy schedule names the cover you chose and the excess that applies. The conditions document is the full text, and it is the document a claim is assessed against.
Read the conditions documentClaims
How do I make a claim?
Start on the claims page. A claim is reported in the customer portal, and the wizard asks for it step by step.
Have your policy reference to hand, with the date and address of the damage, what happened, and photographs taken before any repair.
Where do I find my claim reference?
In the email confirming your report, and at the top of every letter about that claim. It is two letters, the year and five digits.
My claim was rejected. What can I do?
The decision letter sets out what was decided and the reason for it. Read it first: it names the part of the conditions the decision rests on.
If you do not agree with the decision, or with the way the claim was handled, you can make a complaint. Keep the letter to hand when you do, because it is what the complaints team looks for first.
Complaints
What should I put in a complaint?
What happened, what you are dissatisfied with, and what you would like us to do about it.
That last part matters more than people expect. Say whether you want the decision looked at again, explained, something corrected in the file, or a complaints handler to contact you. It tells Noorderdijk what a good outcome looks like to you.
Can I complain if I do not have all the papers?
Yes. Send what you have. A missing document never stops a complaint from being taken on.
If something is needed, the complaints team asks you for it after the complaint is registered.
How long does a complaint take?
Receipt of a complaint is confirmed in writing within five working days. A complaint is answered within six weeks, counted from the day it arrives in the complaints mailbox.
Where an answer needs longer than six weeks, a letter goes out before the six weeks are up saying why, and when the answer will follow.
What if the answer does not settle it?
Write back and ask for the complaints manager to look at it again.
If that does not settle it either, the complaint can be taken to an independent body outside the company. The answer names it, says where to send the complaint, and says how long you have. Going to court stays open at any point.
Who reads my complaint?
The complaints team, and never the person who took the decision the complaint is about.