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Refunds

If you have received a letter regarding a refund, this letter is important. It may contain a cheque for a refund in respect of Home Emergency and Warranty Insurance Policies.

Please see our Frequently Asked Questions below to assist with any queries. If you would like to speak to us about this or have any additional concerns, please contact UK General by calling 0330 229 2660.

Frequently Asked Questions
1. Why have I received this letter?

You are entitled to a refund of your insurance premium, and we are enclosing a cheque for you to deposit.  UK General Insurance acts as the insurer for Home Emergency/ Warranty Insurance Cover policies which you purchased from Home Sure Solutions Limited and/or Protect You Limited during the period 1st January 2018 to 17th January 2020. Following a review, we cannot be certain that these policies were sold in a way that met our expectations.

  • We are therefore refunding you all premiums paid, plus 8% per annum simple interest.
  • This letter contains a cheque for the total amount we have calculated.
  • You need to deposit the cheque into your bank or Post Office account within 6 months from the date on the cheque as the cheque is only valid for 6 months from the date of issue.
2. What are my options if I have difficulty in travelling to my bank or Post Office branch?

Please call us with the customer reference number from the letter so we can help you. Contact details are available in the letter.

3. The information on the cheque is wrong (title/name/surname) or the cheque is damaged? What should I do?

Please call us with the customer reference number from the letter so we can help you. Contact details are available in the letter.

4. When and how did I purchase the policy/ies?

Any affected policies were sold by either Home Sure Solutions Limited and/or Protect You Limited during the period 1st January 2018 and 17th January 2020. The start dates of any policies sold to you are listed in our letter.

5. How is my total refund amount calculated?

We are refunding premiums you paid on insurance policies purchased through the companies named in 1. above, between 1st January 2018 to 17th January 2020.  The refund amount excludes any refunds you have already received for policies you have previously cancelled.  In accordance with HMRC rules, income tax at 20% basic rate has been deducted from the 8% interest. The total amount of income tax deducted is detailed in the letter.

6. What do I do if there are policies not listed in your letter or the details are wrong?

The policies and premiums we have listed in the letter are based on the records we hold. Please call us if you believe that there are any missing or incorrect details. Any policies you have previously cancelled and where a refund has already been paid to you are not part of this exercise.

7. What do I do if I don’t pay tax, or I am a higher rate taxpayer?

If you are not a taxpayer, you will need to contact HMRC who will advise the actions you need to take to obtain the refund of any income tax amounts which have been deducted from your refund.

If you are a higher rate taxpayer, there may be a requirement for you to pay a further amount of income tax on the interest received with this payment.

You will need to contact HMRC who will be able to advise you further regarding any actions you need to take. For higher rate taxpayers, the relevant information can be found at www.gov.uk/browse/tax/income-tax or you can call them on 0300 200 3300.

8. What if I have a difficulty in reading the letter or need it in braille/large type. Are you able to provide an alternative version which meets my needs?

Please call us with the customer reference number from the letter so we can help you. Contact details are available in the letter. You should also contact us if you believe there are other aspects of your personal or current circumstances we need to consider.

9. I am the executor/power of attorney for the customer. What do I do?

Please call us with the customer reference number from the policyholder’s letter so we can advise you on what we need to re-issue a cheque. Contact details are available in the letter.

10. I have an outstanding repair/ongoing complaint. Can I still bank my cheque?

Yes, you can deposit the cheque in your bank or post office; the repair or complaint will not be interrupted in any way.

11. What should I do if I have any other issues over my dealings with Home Sure Solutions Limited and/or Protect You Limited, or with My Home Emergency or Warranty Cover products?

Please call us with the customer reference number from the letter so we can help you. Contact details are available in the letter.

12. I still have concerns, who can I speak to about this?

You can contact UK General by calling 0330 229 2660, or you can contact the Financial Conduct Authority on 0800 111 6768 (Freephone) or 0300 500 8082 or visit their website at www.fca.org.uk/contact. You can also contact your local Citizens Advice Bureau (details can be found at www.citizensadvice.org.uk/about-us/contact-us which will use your postcode to provide the telephone number and other contact details of your local Citizens Advice Bureau office.

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