FAQs - Severn Trent Affinity

Insurance related enquiries

Who provides the insurance cover?

The insurance is introduced by Severn Trent, sold, arranged and administered by HomeServe and underwritten by Aviva Insurance Limited.

How is Severn Trent involved in the insurance cover?

Severn Trent Retail and Utility Services Limited, introduces a range of water and sewerage related insurance products available through HomeServe Membership Limited to customers who may find them beneficial.

Severn Trent does not provide a comparison service or offer recommendations or any advice, and it is solely your choice to take up the products and services being offered. You may wish to compare similar products and services and Severn Trent suggests that you check any existing policies you may hold before taking out an insurance product.

How can I cancel my insurance policy held through HomeServe

Please contact HomeServe Membership Limited for cancellations by calling 0800 247 999 or writing to that company.

I need to discuss my insurance policy; how can I contact you?

As your insurance policy is provided by HomeServe Membership Limited please contact them direct to discuss your policy details, please call 0800 247 999, visit www.homeserve.com or write to:

Customer Relations Department
HomeServe Membership Ltd
Freepost RLYC-LXAL-GEEH
Walsall
West Midlands
WS2 7BN

How do I make a claim on my insurance policy?

If your insurance policy is provided by HomeServe Membership Limited, to make a claim, please contact that company direct by calling 0800 247 999 or visit www.homeserve.com or write to:

Claims Management Department
Fulwood Park
Preston
PR2 9NZ

How can I check what’s covered in my policy?

If your policy is through HomeServe please visit HomeServe’s website at www.homeserve.com or alternatively call them on 0800 247 999.

I’m not sure which insurance policy I need for my property, can you advise me?

Severn Trent only introduces the insurance policies provided through HomeServe and does not make recommendations. To discuss which policy may be suitable for your home and your current needs please contact HomeServe on 0800 694 4153.

Complaints

Who is the regulator?

Insurance activity including introductions is regulated by the Financial Conduct Authority (FCA). Both Severn Trent Retail and Utility Services Limited and HomeServe membership Limited are regulated separately by the Financial Conduct Authority (FCA).

Who do I contact if I want to complain about your website?

If you wish to complain about www.severntrentaffinity.co.uk please contact:

Email: affinity@stservices.co.uk
Telephone: 01159 713 550
Write: Severn Trent Retail and Utility Services Limited, Pure Offices, Sherwood Business Park, Lake View Drive, Nottingham, NG15 0DT

Who do I make a complaint to about the insurance product I have purchased?

If you wish to complain about an insurance product you hold through HomeServe, in the first instance, please contact HomeServe Membership Limited, either by completing their online form at https://www.homeserve.com/uk/contact-us/send-us-complaint , calling 0800 694 4167 or writing to:

HomeServe Membership Limited, Cable Drive, Walsall, WS2 7BN.

To escalate a complaint about HomeServe please contact the Financial Ombudsman Service, Exchange Tower, London, E14 9SR or email complaint.info@financial-ombudsman.org.uk.

Severn Trent introduced me to HomeServe and I want to talk to you about my experience.

Severn Trent welcomes feedback about your experience with HomeServe. We hope it is positive, but whether positive or otherwise you can also tell us by contacting:

I am a Severn Trent customer for water and sewage, so why do you write to me about insurance through HomeServe?

Many customers who own their homes do not know that they also have responsibility for pipes underground as well as the plumbing and drainage inside. Severn Trent writes to their customers so that they know that, in the event of a problem at the home, the homeowner or landlord is usually responsible for maintenance and repair of these pipes. There is more information on the Severn Trent Water website at www.stwater.co.uk By writing to customers we aim to provide general information, and give them the opportunity and a reminder to review existing arrangements, which may include other insurances. We also introduce water and drainage related policies available through HomeServe. There is no obligation to take out this cover. However, we do periodically review this introduction relationship to make sure that HomeServe still offers value for money as well as providing the level of customer service we should all expect.

I am a Severn Trent customer but do not want any further personalised letters or bill inserts introducing HomeServe. How can I stop them?

You may want to stop the personalised letters or bill inserts for a number of reasons. This may include having adequate cover elsewhere, already having cover through HomeServe or knowing someone (or you are) suitably qualified in the event of a home plumbing or drainage emergency.

Adding a flag or ‘no’ to marketing and a ‘no’ to data share will stop all future introductions and water or drainage related offers, not just introductions to HomeServe.

Because different data sources are sometimes used, if you contact Severn Trent Retail and Utility Services Limited we will arrange for both Severn Trent and HomeServe to apply the appropriate flags. This will be done quickly but may take around six weeks and sometimes up to three months if there is an active campaign in progress.

NOTE 1. The flag will not stop the delivery of ‘door to door’ letters addressed to the Homeowner or Occupier (not personalised with your name). We can tell you how to do that.

NOTE 2. Changes in legislation (GDPR – General Data Protection Regulation) came into force in May 2018. While remaining compliant with that legislation, some companies such as Severn Trent Water are allowed to use legitimate interest to inform their customers about some key product and services related to the core business. However, this does mean that if a customer informs Severn Trent Water or Severn Trent Retail and Utility Services Limited that they wish to Opt out, we are required to comply and will action that request. The answer to this question may change in future.

Website

What are cookies and how can I disable them via my browser?

Cookies can tell us about your web interaction with us (but not who you are) and to improve your experience. How you disable them can vary depending on your browser and its current version i.e. Internet Explorer 8. Below are the links for disabling cookies on the four main browsers.

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Does your website store any information about me?

Our website stores limited information in the form of cookies in accordance with the EU Directive on Privacy and Electronic Communications. For full details, please refer to our Privacy Policy.