FAQs

Most insurers don’t cover storm damage to gates and fences. Check your policy wording for details.

No. Many insurers work with approved repairers, who may provide a courtesy car, but this depends on availability.

If your car is written off, most insurers won’t provide a courtesy car.

• For NFU Policyholders: go to one of their approved repairers or an auto glass specialist. Click here to find out more.
• For all other insurers: please check your policy wording for claim contact details.

Most insurers have approved repairers; they may provide a courtesy car, subject to availability.

Hire a contractor to make emergency repairs to keep your property watertight. Then, send the invoice, photos of the damage, and a repair quote to your insurer.

If your property can’t be lived in or you’ve lost a vital utility, find emergency accommodation. Then, contact your insurer’s claims team as soon as possible.

• NFU Policyholders: Submit your claim using the online claims form. For questions, contact Guernsey: claims@islands.gg and Jersey: claims@islands.je
• For all other insurers: Check your policy wording for the correct claims contact details.

If a tree falls due to a storm, here’s what to do:

• If it damages your property or falls into a public space, hire a tree surgeon to remove it and submit a claim form with the invoice.
• If your tree has fallen onto a neighbouring property, it’s generally the tree owner’s responsibility to arrange removal. Coverage under the policy for such incidents may vary, so please submit a claim form and invoice for consideration.

If your property is damaged and needs urgent repairs:

1. Make it watertight to prevent further damage.
2. Arrange emergency repairs if needed.
3. Get a repair quote and submit it with your claim.

It depends on the insurer:

• For NFU Mutual policies: only one quote is needed, along with photos of the damage.
• For other insurers: check your policy wording or contact them directly.

If your home isn’t safe to live in, find a suitible and most affordable place to stay. Then, tell your insurer as soon as possible.

If your neighbour’s tree falls onto your property, you should usually claim through your own home insurance first.

You should contact your insurer and claim under your own motor policy.

If your property is watertight but you’re worried about future rain, hire a contractor to inspect it and make sure it stays protected.

If your business property is damaged and you can’t operate, your policy may include business interruption cover.

This could help with lost income and extra costs to keep your business running. Check your policy wording for details.

Your policy may cover fees for surveyors or engineers if they’re needed for repairs or rebuilding, but only with insurer approval.

However, fees for claim preparation, like accountant costs, aren’t covered unless your insurer specifically agrees. Check your policy for details.

Before filing a claim:

1. Take photos of all damage.
2. Keep receipts for repairs or expenses.
3. Contact the claims team early to help speed up the process.

• Jersey and Guernsey:  9:00 till 17:00 Monday to Friday.
• Alderney: 8:30 till 16:30 Monday to Friday

No, excess protection insurance is not available through our insurers at this time.

No, Direct Debit payments under the Premium Instalment Plan must come from a policyholder’s bank account.

We offer a Premium Instalment Plan which is a credit agreement that allows you to pay your insurance policy over time. This isn’t a direct debit; rather, it’s a structured finance option, giving you the flexibility to spread payments in a way that best suits you.

The length of cover for taking your car to the UK or Europe depends on your insurer and policy type.

Check your policy wording or if you need help, visit https://www.islands.insure/contact-us/ to get in touch.

No, they wouldn’t be covered under your insurance. They should check with their own insurer to see if they have third-party cover to drive other cars.

Yes, Millstream’s policies cover travel disruptions caused by weather, strikes, or industrial action. Volcanic ash clouds are considered weather events, so they are covered too.

Your excess amount is listed in your policy schedule and may vary depending on the type of claim.

If you need help, visit https://www.islands.insure/contact-us/ to get in touch.

Yes, it might. If you disclose a health condition during the screening, Millstream will review it in more detail. This could affect the cost of your insurance.

To qualify for SmartDelay Plus, you must register your flight on Millstream’s portal in time. They track delays live to make sure you get the right benefits when needed.

No, the cash option isn’t available. But, if the airport lounge isn’t an option, you may get a £25 deposit to your PayPal account.

SmartDelay Plus doesn’t cover everything. The best way to know what’s included is to check Millstream’s terms and conditions. Click this link to find out more

If your flight is delayed by more than 90 minutes, you can relax in an airport lounge. If a lounge isn’t available, you may get £25 instead.

To get SmartDelay Plus benefits, register your flight on Millstream’s portal before you travel.

No, Millstream’s policies don’t cover airline or tour operator financial failure. This type of cover isn’t included in their policies.

The policy will pay reasonable additional travelling expenses if you must shorten your holiday because of the following:

• An accident, severe illness, death of a travelling companion, an immediate relative or close business associate.
• Your home or place of business being made uninhabitable or where Police have asked your attendance following a theft.

Please remember to inform Milstream of any reasons your trip can be cut short.

Your cover applies to the areas you selected when getting your quote. You can find these details in your Policy Schedule.

However, there’s no cover if you travel to a destination where the Foreign, Commonwealth & Development Office (FCDO) advises against all or non-essential travel. If you’re unsure, check www.gov.uk/fcdo before you go.

Yes, as long as you follow your doctor’s advice, your policy won’t be affected. If you’ve been told not to drive visit https://www.islands.insure/contact-us/ to get in touch.

Yes, valuables like jewellery, watches, glasses, cameras, and laptops are covered under baggage and personal effects on Prestige and Single Trip policies.

Millstream offers different cover limits for total valuables and single items, so make sure to choose the right level when getting your quote.

Remember, you must take care of your belongings. Cover won’t apply if valuables are left unattended unless they’re in a locked safe or safety deposit box.

Millstream covers a wide range of sports and activities. Some are included for free (Levels 1-3), while others (Level 4) require an extra fee.

For a full list of covered sports, check the Millstream Policy Wording. Click here to find out more.

Yes, Millstream covers non-manual jobs like retail or hospitality while you’re abroad. However, heavy or hazardous manual work, such as jobs using powered machinery (except handheld tools) is not covered.

Yes, you can cancel your policy within 14 days of receiving it for a refund.

However, if you travel, make a claim, or plan to make a claim during this period, Millstream may deduct any costs for services you’ve used.

If you cancel after 14 days, you won’t get a refund.

You can contact Millstream at:

• Claims and Assistance Helpline:+44 (0)330 660 0758
• Travel Customer Services: +44 (0)330 660 0758
• Medical Screening Service: +44 (0)330 660 0758

For more details, log in to your portal.

After buying your policy, you’ll need to register on Millstream’s portal. They’ll send you an email with steps to complete your registration.

Once logged in, you’ll find these documents:

• Policy Schedule
• Medical Endorsement (if required) – this lists your declared medical conditions and the answers you provided.
• Policy Wording
• Insurance Product Information Document (IPID)

Make sure all details in your Medical Endorsement are correct. If anything is wrong, or if you need help, contact the Travel Customer Service Team:

• Telephone: 0330 660 0563 (Monday-Friday, 9 AM – 5 PM)
• Email: admin@mstream.co.uk

If you disclose medical conditions when getting a new quote, the cost will be included in your total premium when you buy the policy.

If your health changes later, you might need to pay an extra premium.

This policy is travel insurance, not private medical insurance. It covers emergency medical treatment, not ongoing care.

Treatment is usually given at a state-run facility, like A&E in the UK. But if that’s not possible, private treatment may be covered – if Millstream approves it first.

If needed, Millstream will arrange to bring you home as soon as it’s safe.

Yes, you’re covered if you travel more than 12 weeks before or after your due date and your doctor hasn’t advised against it.

However, the policy only covers unexpected pregnancy complications, it does not cover routine costs related to pregnancy or childbirth.

This policy does not cover claims under Cancellation (Section 1) or Curtailment (Section 2) if they relate to a pre-existing medical condition of:

• A travel companion who is not insured under this policy.
• An immediate relative who is not traveling and not insured under this policy.
• A close business associate.
• Someone you plan to stay with during your trip.

If you knew about their medical condition when you booked your trip or took out this policy, any related claims won’t be covered.

Yes, you may still need to tell Millstream about your medical conditions.

Millstream has a set of questions to determine whether you need to declare your conditions. Some conditions are automatically covered at no extra cost, and you can find the full list in the Medical Conditions section of the policy wording.

Keep in mind that Millstream only covers conditions that have been fully diagnosed by a medical professional.

Most insurers include accidental damage cover, but exclusions may apply.

To check your cover, review your policy schedule and wording or if you need help, visit https://www.islands.insure/contact-us/ to get in touch.

Each policy has a single item limit for personal belongings. If an item is worth more than this limit, it must be specified with an insurance valuation.

To add an item to your policy, you can visit https://www.islands.insure/contact-us/ to get in touch.

Yes, if you’re planning an extension, conversion, structural work, or major alterations, you must let us know in advance.

This helps ensure your insurer has full details and your cover remains valid if you need to make a claim. If you need help, visit https://www.islands.insure/contact-us/ to get in touch.

If there’s an emergency outside office hours, follow these steps:

1. Take immediate action to reduce further damage or loss.
2. If you have ARAG Family Legal Protection, use the 24-hour helpline for emergency repairs.
3. If your property can’t be lived in, arrange emergency accommodation.
4. Contact your insurer as soon as possible.

An excess is the amount you must pay towards a claim before your insurer covers the rest.

It will either be:

• Deducted from your claim payout, or
• Collected by the appointed specialist or supplier on behalf of your insurer.

Yes, mobile phones and portable devices can be covered outside your home under the Personal Belongings section of your policy.

• Coverage is subject to a single item limit, which is listed in your policy wording.
• If your phone is worth more than this limit, you may need to specify it separately.

For details or to add a higher-value item, check your policy or if you need help, visit https://www.islands.insure/contact-us/ to get in touch.

Yes, your bicycle can be covered outside your home under the Personal Belongings section of your policy.

• Coverage is subject to a single item limit, which is listed in your policy wording.
• If your bicycle is worth more than this limit, you may need to list it separately.

For details or to add a higher-value item, check your policy or if you need help, visit https://www.islands.insure/contact-us/ to get in touch.

A No Claims Bonus is a discount on your insurance for each year you don’t make a claim. The more consecutive claim-free years you have, the bigger the discount.

Family Legal Expenses cover (ARAG Family Legal Protection) can help with legal costs for certain disputes. It may be included in your policy or available as an optional add-on to your home insurance. For more details, check your policy wording.

Family Legal Expenses cover may be included in your home insurance or added as an optional extra.

If you’re unsure, call us to check your policy, visit https://www.islands.insure/contact-us/ to get in touch.

Contents are items that stay within your home. Personal Belongings are items you would normally take outside of your home

Most policies cover contents on a “new for old” basis, meaning damaged items are replaced with new ones.

However, some insurers may settle claims based on the item’s current value.

To check your cover, review your policy schedule and wording or if you need help, visit https://www.islands.insure/contact-us/ to get in touch.

Public Liability cover protects you if you are held responsible for injury to a person or damage to property as the owner or occupier of your home.

Example: If a roof tile falls from your home and injures a visitor, your home insurance may cover the claim.

Making a claim can affect your policy in a few ways:

• If you have a No Claims Bonus, you might lose some or all of your discount.
• Your premium (the cost of your insurance) could go up, this is called premium loading. Insurers may increase the price if they see you as a higher risk.
• Your excess (the amount you pay when claiming) could also change.
• The impact depends on your past claims and how much the claim costs.

Check your policy for details or if you need help, visit https://www.islands.insure/contact-us/ to get in touch.

To make a home insurance claim, visit: https://www.islands.insure/articles-guides/home-claims/

Personal belongings are items you would normally take outside your home, including but not limited to: jewellery, clothing, photographic/audio equipment, mobile phones and sporting equipment. Exclusions apply see your policy schedule and wording for more information or if you need help, visit https://www.islands.insure/contact-us/ to get in touch.

If liability cover is part of your policy, it cannot be removed.

If your home insurance includes Employer’s Liability cover, it protects you if an employee suffers illness, injury, or death while working for you.

This applies to domestic workers, such as:

• Cleaners
• Drivers
• Anyone employed under a contract.

Check your policy wording for details or contact us if you need more information.

Yes, you can add Buildings or Contents cover to your policy at any time. If you need help, visit https://www.islands.insure/contact-us/ to get in touch.

No, you don’t need to cancel your policy when moving home. We can update your address and adjust your Buildings or Contents cover as needed.

If you need help, visit https://www.islands.insure/contact-us/ to get in touch. Or complete our online Change of Address form, visit https://www.islands.insure/existing-customers/change-of-address/

You are only covered if your policy schedule shows that personal belongiongs cover has been selected. This will be subject to overall cover limits as well as single article limits for individual items.

If you are going on holiday, the level of cover will vary depending on where you are going to and how long for.

Your schedule will show the limits aplicable to your policy, or you can call us, visit https://www.islands.insure/contact-us/ to get in touch.

It depends on your policy. Driving Other Cars cover is not automatically included.

Check your Certificate of Motor Insurance to see if this cover applies to you. If unsure, contact us for confirmation. Visit https://www.islands.insure/contact-us/ to get in touch.

It depends. This cover is not automatically included. Please check your Certificate of Motor Insurance to see if this extension applies to you.

If you have Comprehensive cover, your windscreen is covered. However, you’ll need to pay the excess stated in your insurance schedule.

It depends on your insurer and policy type. If you need additional cars covered, please contact us to discuss your options. Visit https://www.islands.insure/contact-us/ to get in touch.

If you selected email as your contact method, check your junk folder first. If you still can’t find your renewal documents, please contact us. Visit https://www.islands.insure/contact-us/ to get in touch.

To request a duplicate Certificate, Motor Insurance, or Windscreen Disc, you can:

• Fill out the form: Request Duplicate Documents, visit https://www.islands.insure/existing-customers/request-a-duplicate-policy-schedule-or-documents/
• Or if you need help: visit https://www.islands.insure/contact-us/ to get in touch.

• If you have an NFU Mutual policy you can’t change your level of cover mid-term. You can only do this:
  • When getting a new quote
  • At renewal
  • If you change your vehicle
• Other insurers may allow cover changes, so check your policy wording or contact us for details.

• For NFU Mutual policies: Breakdown cover and foreign use cover are included as standard and can’t be removed.
• For other insurers: These covers may be optional and can be removed upon request.

No Claims Bonus Protection helps prevent you from losing your no claims bonus if you make a fault claim:

• It covers up to two fault claims in a five-year period.
• A third fault claim would result in losing your bonus.
• It doesn’t guarantee your insurance premium won’t increase after a claim.

For full details, check your policy wording.

A No Claims Bonus is a discount on your insurance for each year you don’t make a claim. The more consecutive claim-free years you have, the bigger the discount.

Yes, you must declare any modifications that are not standard from the manufacturer to keep your policy valid.

Note: This includes changes like decals or cosmetic upgrades.

To declare a modification:

• Complete and return the Modified Vehicle Report Form
• Email it to insure@islands.je or insure@islands.gg

Yes, you must declare any Parish Hall enquiries, motoring convictions, and non-motoring convictions, including those still pending.

If you haven’t declared these:

• Download the Conviction Questionnaire
• Complete it and send it to insure@islands.je or insure@islands.gg

Motor Legal Protection helps cover legal costs if you’re in a road accident that wasn’t your fault. It can help recover:

• Your policy excess.
• Compensation for personal injury.
• Lost earnings.
• This applies only if there’s a better than 51% chance of your claim succeeding.

Additional cover includes:

• Motor Prosecution Defence if an event leads to you being prosecuted for an offence in connection with using or driving the vehicle.
• Motor Contract Disputes – arising from purchase, sale, hire or service of the vehicle.
• Replacement Vehicle Hire – if the vehicle cannot be driven; and the accident was entirely the other person’s fault.
• Helpline Services.

If included on your Certificate of Motor insurance the “Driving other cars” extension does apply, please check your policy wording for full details. You must however note the cover provides protection against legal liability for third party’s death, bodily injury or property damage only. This cover is very limited and should not be used as an alternative to arranging an insurance policy.

If you have Comprehensive cover and make a valid claim, your insurer will repair your car – even if the accident was your fault.

You’ll need to pay the excess listed in your policy schedule or endorsement.

A claim’s impact on your policy depends on your claim history and whether you have protection in place at the time of the claim.

To understand how it affects you, get in touch one of our brokers, visit https://www.islands.insure/contact-us/

Some insurers offer Multicar discounts on their policies.

Our brokers can check if this applies to you. To find out, visit https://www.islands.insure/contact-us/ and get in touch with us.

To cancel your car insurance policy, you need to:

• Contact our office to request cancellation.
• Return your Certificate of Motor Insurance and Windscreen Insurance Disc, along with the reason for cancellation.

Important:

1. Cancellation fees may apply.
2. No refund will be given if you have made a claim or if a claim has been made against you during your cover period.

It depends on your policy.

Check your Certificate of Motor Insurance to see if drivers over 25 are covered.

If you’re unsure, visit https://www.islands.insure/contact-us/ to get in touch.

Yes, you can add a driver to your policy, but each request must be assessed by a broker.

To add a driver, visit https://www.islands.insure/contact-us/ to get in touch.

You may be able to add a temporary vehicle to your policy. If approved, the cost will depend on the details you provide.

For more information or if you need help, visit https://www.islands.insure/contact-us/ to get in touch.

Yes, you can change the vehicle on your policy at any time.

To do this, visit https://www.islands.insure/contact-us/ to get in touch.

No the “Driving other cars” extension does not apply in this instance.

Some insurers can offer renewal terms up to 60 days early. Contact us, and we’ll do our best to arrange your renewal as soon as possible. Visit https://www.islands.insure/contact-us/ to get in touch,

It is part of contents insurance for rentals. It offers protection if you accidentally damage your landlords fixtures, fittings and furniture.