General FAQs

Why should I choose Compass?

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.

What happens if I “under insure” my caravan/lodge?

If you under-insure your caravan/lodge your Insurer will not pay out your total Sums Insured amount should your 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:

You buy a brand-new caravan, sited on your chosen pitch on your park, for £50,000. Your Structure Sums Insured should be £50,000.

You buy a second-hand 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.

Read our guide on avoiding underinsurance here.

I live abroad but have a caravan/lodge in the UK. Can you insure me?

If you are a UK or EU citizen and your 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.

What is “under-insurance”?

Under insurance applies if your 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 caravan/lodge (or an equivalent) on your current pitch on your park.

Read our guide on avoiding underinsurance here.

My mum/dad are vulnerable. Can I arrange their cover for them?

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.

I don’t know how much to insure my park home for. Can you tell me?

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.

Quotes and Payments FAQs

What special offers and discounts do you offer?

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.

How can I pay?

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.

Can I renew my policy online?

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.

I’ve got a few different quotes, and some are cheaper than Compass. Why?

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.

Can I pay by direct debit?

Absolutely! Whether you arrange your cover online or over the telephone, you will be given the option to spread your payments over 10 months. Please note direct debit payment may incur interest or a charge.

I’d like to pay by bank transfer. What are your account details?

Our bank details are as follows:

Account Name: Binnacle Insurance Services Limited
Account Number: 10743805
Sort Code: 09-02-22

 

Can I get a quote online?

Yes. Click here to go to our home page where you can select a product you would like a quote for.

Why isn’t Compass on any of the comparison websites?

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

What do I do if I need to cancel my cover?

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

Do you apply administration fees to your policies?

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

For some of our products we charge fees for new business, renewal and mid term changes if you arrange your policy over the telephone.

Full details of the fees applicable to your policy will be detailed in the policy documents and terms of business we provide with your quote.

I’ve lost my policy booklet. How can I get another one?

No problem! Simply contact us and we will pop one into the post for you.

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

 

 

Can I amend my cover, and will I have to pay?

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, other than on our Motorhome product where we charge a fee.

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.

I’ve just read my insurance schedule and it’s wrong. What do I do?

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.

I don’t understand some of the details in my policy. Who can help me?

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

How do I make a claim?

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]

For claims or emergency assistance under our Travel Insurance policy please contact AXA on 02034753267, 24 hours a day, 365 days a year.

For claims under our Motorhome policy, or to report an accident, please contact ERS on 0330 123 5992, 24 hours a day, 365 days a year.

I made a claim a few months ago and now need to make another. Is that allowed?

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

I have had to do an emergency repair. Will I be able to claim the costs back?

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.

How long will it take for my claim to be processed?

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

Do you offer no claims protection?

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

There was a storm on my park and lot of caravans were affected. How long will it take to sort my claim out?

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

Do I have to put an alarm on my caravan/lodge?

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

What steps can I take to make my caravan/lodge more secure?

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.

Do I have to put window locks on my caravan/lodge?

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

 

How can I prepare my caravan/lodge for winter?

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

Customer Services FAQs

What is your telephone number?

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

Our claims team can be reached on 0345 604 9860.

What is your email address?

For enquiries, please use: [email protected].

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

To make a complaint please use: [email protected]

I have a suggestion! Who can I speak to?

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

Tel: 0344 274 0277.

Email: [email protected].

I hate spam! What marketing will you send me if I agree to receive it?

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.

I am partially-sighted. How can you help me?

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

What is your postal address?

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

I can’t get through… How can I arrange a call back?

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.

Alternatively if you would like to arrange a call back from our team please email [email protected]

Be sure to include your name and contact number as well as if you have a preferred time for us to call you.

It can also be helpful to let us know what your query is about or if you have any supporting information, such as your policy number.

I want to make a complaint. Who do I need to speak to?

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.

I am hard of hearing. How can you help me?

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.

What are your opening hours?

Our opening hours change throughout the year to ensure you always have service available.

 

For more information you can find out by clicking here.

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