Frequently Asked Questions

Answers to the most asked questions, all in one handy place.

Holiday Home FAQs:

Well, we’re probably a little bit biased, but thanks for asking!

We think you should choose Compass because we know what we’re doing. We’re specialists and we’ve focused on holiday caravan/lodge insurance for more than 40 years. In that time have become one of the most trusted providers in the market and our cover is amongst the best available.

If you insure your holiday caravan/lodge with Compass on a new for old basis, your holiday caravan/lodge will be replaced* with the most recent, brand-new model (or an equivalent) following a total loss.

Similarly, if you were to make a claim for an irreparably broken window, you could expect a brand-new replacement window.

*It is important to note that this is Sums Insured dependent. 

If you opt for market value cover for your holiday caravan/lodge and subsequently have to make a claim for damage or loss, the “market value” principle will be applied.

For example, following a total loss, you would receive a payment for the market value of your holiday caravan/lodge immediately prior to the loss (which may not equate to the Sums Insured amount stated on your policy schedule).

Similarly, if you were to make a claim for an irreparably broken window, you would receive a claims payment for the market value of the window (i.e., the payment would be unlikely to cover the cost of a brand-new equivalent).

As an alternative to market value cover, Compass offers New for Old cover. 

Your “Sums Insured” is the total amount of money you’re insured for. On a Compass policy:

  • Your Structures Sums Insured is the total amount that your holiday caravan/lodge (and associated structures, e.g., steps and decking) is covered for.
  • Your Contents Sums Insured is the total amount that the contents you keep at your holiday caravan/lodge are insured for.
  • Together these form your Total Sums Insured.

No. Your contents will not be insured under your Compass policy unless you specifically request cover for them.

Under insurance applies if your holiday caravan/lodge is inadequately or insufficiently insured.

On a New for Old policy, your Total Sums Insured (see previous FAQ) needs to be:

enough to buy you a brand-new replacement/equivalent for your current holiday caravan/lodge (or an equivalent) on your current pitch on your park.

If you under-insure your holiday caravan/lodge your Insurer will not pay out your total Sums Insured amount should your holiday caravan/lodge suffer (an insured) total loss.

Instead, they will pay only a proportion, relative to the amount that you were under-insured by, and you may end up with a significant shortfall.

Here’s a few examples to illustrate how “New for Old” cover should work:

  1. You buy a brand-new holiday caravan, sited on your chosen pitch on your park, for £50,000. Your Structure Sums Insured should be £50,000.
  2. You buy a second-hand holiday caravan, sited on your pitch on your park, for £25,000. An equivalent brand-new model sited on your pitch on your park would cost £50,000. Your Structure Sums Insured amount should therefore be £50,000.

A recent analysis (2020) of the market showed that in most cases, it would cost a minimum of £25,000 to replace a damaged holiday caravan/lodge with a brand-new equivalent.

This means that if your “Sums Insured” (the amount your holiday caravan/lodge is insured for) is less than £25,000, you could be under-insured.

To check, ask your park owner if your Structure Sums Insured amount is enough to buy you a brand-new replacement/equivalent for your current holiday caravan/lodge (or an equivalent) on your current pitch on your park.

Yes. Under a Compass policy, these additional structures are included within the definition of ‘Structures’. But don’t forget to add them to your Structures Sums Insured amount, otherwise you could end up being underinsured.

Anyone who has ownership rights to your unit can be named on your policy.

Compass provides policies on a “non-advised” basis, which means we are not allowed to tell you how much your unit should be insured for. However, there are lots of ways to work out how much to insure for. For example, you can look at similar units for sale on your park, or just ask your park owner, who should be able to help you come up with an appropriate figure.  

While your mum/dad will need to be named on the insurance policy, you are welcome to speak to us on their behalf as a “nominated person”. We will need their permission in the first instance though, so please ask them to call or email us to confirm they’re happy for us to speak with you.

Contents can range from televisions to crockery. 

Good question! Depending on what they are and what they’re worth, your valuables aren’t automatically included in your contents cover. Our policy covers valuables up to 25% of your contents sum insured, with a maximum amount of £500 for a single item.

No. Like most other holiday caravan/lodge insurers, Compass cover does not include mobile phones. However, we do offer generous cover for computer and gaming equipment.

Yes. Compass can cover your rented-out unit, as long as you follow all of the rules your park may have in respect of renting. So, in other words, your unit will not be covered under the Compass policy if you do not comply with your park’s renting rules.

During the periods that your holiday caravan/lodge is hired out, some of the covers provided under your Compass policy will be affected. For example, there is a higher excess for malicious acts or vandalism if this is caused by someone hiring the unit from you.

We also provide cover for loss of rent if your structure is uninhabitable as a result of loss or damage covered in the policy, there are some limits and conditions to this cover which are detailed in the policy wording.

Yes. Under the Compass Holiday Caravan and Lodge Policy, the Insurer will pay up to £250 to repair or replace a bicycle following theft, attempted theft, or accidental damage. Exclusions apply. Please see page 16 of the Policy Wording for more information.

Yes. Under the Compass Holiday Caravan and Lodge Policy, the Insurer will pay up to £500 for replacement locks and keys. Please see page 16 of the Policy Wording for more information.

If you are a UK or EU citizen and your holiday caravan/lodge is sited in the UK, we can provide you with insurance. However, we may need to speak to you about the nature of your residence in the country you live in.

Quotes and Payments FAQs:

We go to great lengths to keep the cost of our policies as low as possible. For this reason, Compass doesn’t routinely offer discounts.

When we do run a special offer, we tend to send the details to our customers by email. Make sure you’re on the list by signing up to our newsletter below.

Absolutely! Whether you arrange your cover online or over the telephone, you will be given the option to spread your payments over 10 months.

Compass accepts payments via Direct Debit, debit and credit cards and bank transfer.

Please note that Direct Debit payments may incur interest or a charge.

Our bank details will be shown on your quote or renewal documents, if you can’t find these just contact us and we’ll be happy to provide them to you.

We’re working on this. At the moment there are two scenarios:

  • If you arranged your current policy online, you will be able to renew it online.
  • If you arranged your current policy over the telephone, you will not be able to renew online.

We plan to introduce online renewals for all customers in the future.

Yes. Click here to go to the right page.

We regularly check our prices against other insurance providers in the market and are confident that our premiums are very competitive for most holiday caravan/lodge owners.

There could be several reasons you have found a cheaper quote. Most commonly it’ll be because our policy offers benefits (cover) that cheaper policies do not.

When it comes to comparing quotes, it’s important to look at the differences in cover as well as the difference in price.

Price comparison websites are a useful source of information for customers. However, we have chosen not to work with them as we believe our brand, our products, and our service set us apart from the rest of the market.

Instead, Compass prefers to sell our policies directly to our customers and through partnerships with holiday parks.

Policy Documents, Details, Changes and Cancellation FAQs:

If you’d like to cancel your cover, please call us on 0344 274 0277.

You can make changes to your policy at any time by contacting our dedicated team on 0344 274 0277.

You will not be charged a fee for making a mid-term adjustment or for cancelling your policy before it expires.

Depending on the change, your premium may go up or down. For example, if you upgrade your holiday caravan/lodge, the cost of your insurance cover is likely to go up.

However, making simple changes such as amending your address, or adding a joint policyholder are unlikely to result in an additional cost.

If you arrange your policy online, you will not pay an administration fee.

If you arrange your policy over the telephone, a £15 administration fee will apply.

We do not charge a fee for any mid term adjustments (changes) you make to your policy (but please bear in mind that some changes will result in an increase in your premium).

We do not charge a fee if you cancel your policy before it expires however depending on the timing of your cancellation you may only receive a partial refund of your premium.

Please call a member of our team on 0344 274 0277 or email [email protected] as soon as possible so that we can rectify this for you.

No problem! Simply, fill in the form here and we will pop one into the post for you.

Alternatively, you will find a copy on our website – click here.

Our friendly customer services team will be happy to help. Please give us a call on 0344 274 0277 or email [email protected].

Making a Claim FAQs:

Our friendly claims experts are available 24/7/365 to manage your claims from beginning to end. If you need to make a claim, please call, or email our team as soon as possible with the details:

Telephone: 0345 604 9860
Email: [email protected]

This will depend on the type of claim you have. When you register your claim, we will discuss the process and timescales with you.

Of course. Please get in touch with the claims team with the full details.

It’s not a problem! Our claims team is available 24/7/365.

We recognise that in some situations time is of the essence. The most important thing is to take a “safety first” approach.

In the event of an incident, you should take any immediate action you feel is necessary to protect yourself, your family or other members of the public.

Thereafter, there may be steps you can take to minimise further loss/damage to your holiday caravan/lodge – again as long as it is safe to do so – for example switching off your gas or electricity supply.

If it is necessary for you to carry out emergency repairs, it is likely that the cost of them will be covered. However, we cannot guarantee this as we assess each claim on its individual circumstances.   

Our claims team are on hand to help you 24 hours a day, 365 days a year, so please contact them as soon as you can for support.

No, but it is something we’re looking to introduce in the future.

Our exclusive ‘Major Incident Plan’ has been designed to ensure we respond quickly to major incidents.

When multiple holiday caravans/lodges are affected at a single location, our expert claims team aim to be on-site within 24 hours (as long as it is safe) to get the Plan going. Damage and loss will be assessed asap with a view to claims being settled as quickly as possible.

You should be able to find some examples of where we’ve responded to multiple claims on an individual park business on our News page.

Safety and Security FAQs:

No, there is no requirement under the Compass policy for you to install an alarm on your unit.

No, there is no requirement under the Compass policy for you to install window locks on your unit.

There are several things you can do to make your holiday caravan/lodge more secure – for example, you could install window locks or an alarm. For more security tips, please click here.

It’s essential that you adequately protect your holiday caravan/lodge between 1st October and 14th March (see p12 of the Compass Holiday Caravan and Lodge Policy). Please click here for further information.

Customer Services FAQs:

Our customer services team can be reached on 0344 274 0277.

Our claims team can be reached on 0345 604 9860.

7 Pullman Court, Great Western Road, Gloucester GL1 3ND

For enquiries, please use: [email protected].

To make a claim, please use: [email protected].

Apologies, sometimes our telephone lines can get very busy! If you leave a message on our voicemail service, someone will get back to you asap.

Great, we love to hear your feedback. Please call us or email us:

Tel: 0344 274 0277.

Email: [email protected].

We take all complaints very seriously and will do everything we can put it right. Please get in touch by telephone or email.

Our full complaints procedure can be read here.

We hate spam too! Don’t worry, we will only send you information about Compass products and services that we would be happy to receive ourselves.

You can communicate with us via email. Alternatively, you can ask someone to call us on your behalf as long as you are with them when they speak to us.

We will be happy to send you information and policy documents in large print format. Please let us know.

The claims payments we make under a market value policy are based on the value of the item/structure immediately prior to the damage/loss occurring. This means that your claims payment may not fully cover the cost of the repair/replacement and you may have to make a contribution.

If your holiday caravan/lodge is damaged beyond repair and needs to be replaced, our team will work with you (and your park) to make this as easy as possible for you.

Please simply get in touch with the claims team. Provided you are insured for the correct amount then the cost of the repair will be covered under your Compass policy.

Depending on the extent of the damage/cost of the repair work we may recommend replacing a damaged item or unit.