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FAQs

  • What is buzzvault?

    buzzvault is a secure and private digital asset vault that enables you to digitally catalogue and securely store details of your possessions. It is accessible via your buzzvault app.

    Your buzzvault is free to use and update.

    buzzvault unlocks our intelligent insurance product, tailored to your unique needs. If you should need to claim, your buzzvault can also enable a quicker and smarter process.

    By keeping the buzzvault complete and up-to-date, you can also know you are covered for the right things.

    To get started, get a quote online, or download the app from the App Store or Play Store.

  • How do I record things in my buzzvault?

    If you purchased buzzvault insurance via the web, you can access your vault by downloading the buzzvault app from the App Store or Play Store. This will include all of the items you entered when you first bought your policy.  

    We require you to carry out a free video-call within 28 days of your policy start date. This takes an average of 15 minutes to complete and will allow you to create a fast and easy inventory of your items. 

    You can also create a buzzvault by downloading the app directly from the App Store or Play Store, and adding your items individually. You can then get a quote or purchase insurance via the app. To confirm your policy, you are required to complete your video-call with 28 days of your policy start date.

    Once you have items in your vault, you can add receipts or other details to create a complete record. You can also update your insurance by adding or removing items at any time.

    To insure vault items worth over £1000, you need to attach a photograph of the item – you can do this directly, within the app. For items over £5000, we additionally need proof of purchase or warranty. Please add this extra information to your vault within 28 days or we will not be able to cover these items.

  • How can I change something that I have added in error?

    If you think you have made an error and would like to correct it before you purchase and are unable to do so, please drop us a message on hello@gobuzzvault.com or call us between 9am to 5pm on Monday to Friday on 0203 318 4408.

  • What is a video call?

    Just like how you would carry out a video call with friends and family using FaceTime or Skype, a video call is conducted remotely from your home with one of our trained surveyors using the buzzvault app. Our trained surveyor will guide you through your entire home to catalogue the contents to be insured. It takes approximately 15 minutes and is totally free.

  • I want to have a video survey to create my vault

    If you would like to create your buzzvault easily and quickly, book a free video survey. Our trained surveyors are experienced when it comes to creating inventories for home moving – and that means they’re fabulous at building a fast record of what you own. It takes approximately 15 minutes.

    To get started, get a quote online, or download the app from the App Store or Play Store.

  • Do I need to complete the video call to validate my policy?

    Yes. You must complete a video-call within 28 days of the policy start date in order for your policy to remain valid. This is because to buzzvault home insurance is based on what you actually own. It’s accurate, personalised and fair. Oh, and if you ever need to make a claim, our unique video-technology allows your claim to be handled swiftly and hassle-free.

  • What is home insurance?

    Home insurance protects you against unexpected and unintended events that damage your home and things.

    Buildings cover protects the physical property and fittings, while buzzvault Contents insurance protects the things in your buzzvault.

    That means buildings cover would help repair your roof after a storm, while buzzvault Contents cover would replace items stolen in a robbery.

    You can buy buzzvault Buildings cover, Contents cover or both. The right cover for you depends on your own circumstances and who is responsible to pay for any damage or loss.

  • What is buzzvault buildings insurance and what would it protect me against?

    Buildings Insurance covers the home and permanent fixtures and fittings, such as fitted kitchens and bathrooms. buzzvault buildings insurance covers these sorts of sudden and unexpected events:

    • Theft, attempted theft and vandalism.
    • Fire and explosion.
    • Natural weather events and disasters
    • Water leaks and burst pipes
    • Subsidence
    • Foreign objects falling on or damaging your property

    During a claim, we will also pay for relevant professionals and necessary regulatory fees, as well as the costs of alternative accommodation

    You can also buy Accidental Damage cover – that means your building will be covered for accidents as well.

    Insurance does not cover you for things getting old, worn-out or faulty. That’s just life, I’m afraid!

    Get a quote for a more detailed summary of all the cover you would receive today. Check your policy documents and schedule your full record.

  • What is buzzvault contents insurance and what would it protect me against?

    buzzvault Contents cover protects those vault items you keep in the home and you use to furnish the home. buzzvault contents insurance covers damage or loss to the items in your vault caused by these sorts of sudden and unexpected events:

    • Theft, attempted theft and vandalism.
    • Fire and explosion.
    • Natural weather events and disasters
    • Water leaks and burst pipes

    You can also buy Accidental Damage cover for Contents – that means your selected vault items will be covered for accidents as well.

    buzzvault Contents Insurance covers your Vault items while they are on your property. If you purchase Away from Home cover, Vault items are covered outside your property too.

    Insurance does not cover you for things getting old, worn-out or faulty. That’s just life, I’m afraid!

    Get a quote for a more detailed summary of all the cover you would receive today. Check your policy documents and schedule your full record.

  • How do I tailor my cover and what am I covered for?

    With buzzvault insurance, you get to choose what you want covered and what sort of insurance you need.

    First of all, build your buzzvault inventory (you can do this yourself or let us do the work via a video call).

    Then tailor your vault to the Contents Insurance coverage you need. You can add Accidental Damage and Out-of-home Contents cover if you want more protection,  Buildings insurance can also be added, either with or without Accidental Damage.

    You’ll get to see a summary of your chosen cover alongside your quote for your buzzvault insurance. This is when you can choose the best Excess level for you too (that’s the amount you would pay towards a claim).

    To get started, get a quote online, or download the app from the App Store or Play Store.

  • Why should I keep my buzzvault updated?

    Most home insurance policies are a guess for what you need covered, and only ask for evidence of what you had after you make a claim. This can be really painful!

    Your buzzvault means your insurance policy can reflect what you really want covered. It also means there’s a record of what you have if you ever need to make a claim.

    By keeping your vault up-to-date, you can keep your insurance up to date and empower an easier claims process.

    Your buzzvault is free to use and update.

  • How does updating my vault affect my premium?

    To reflect what you really want covered, you can add or remove items from your live policy at any time. Depending on how much is added or removed, this could potentially increase or decrease your premium to reflect your contents cover accurately. To do this, you must log onto the buzzvault app and edit your contents in the My Stuff section of the Vault. If an increased premium incurs, we will ask for the payment difference. If a decreased premium incurs, we will issue a refund within 10 working days. There are no administrative charges for making changes.

  • How do I make a claim?

    If you need to make a claim, please call our claims line on 0344 856 2369 as soon as it is safe to do so.

    Claims can be settled by replacing, repairing or payment. Replacement will be either on a like-for-like basis, or based on the nearest equivalent available in the current market. If we can repair or replace property but agree to make a cash or voucher settlement we will pay you what it would cost us to repair or replace it.

    Your chosen excess level is the amount you would pay towards a claim.

    Keeping your buzzvault up-to-date will help keep your claim process as easy as possible.

  • How do I pay for buzzvault insurance?

    Payment is online or on the app, and in full when you purchase the policy.

  • When does buzzvault cover start and end?

    You are covered for one year from your policy start date.

  • How do I get in touch?

    You can call us on 0203 318 4408 (Monday – Friday 9am-5pm) or email us on hello@gobuzzvault.com

  • Who are buzzvault limited?

    buzzvault Insurance is a company registered in England and Wales (company registration number 10961333. Our registered office is at Archer Street Studios, 10-11 Archer Street, London, W1D 7AZ.

    We are an insurance intermediary regulated by the UK’s Financial Conduct Authority (FCA) and our details can be found on the FCA Register website.

    How we get paid

    buzzvault is an insurance broker, not an insurer. We receive a commission from our insurance partner, Munich Re, which is a proportion of the insurance premium you pay.

    Who we work with

    We exclusively work with our insurance partner, Great Lakes Insurance SE, FCA Registration Number 769884, who will act as the insurer under any policy you purchase through us.

    We do not act as your agent but act on behalf of the insurer we work with.

    What we tell you

    We don’t give advice on insurance, so we can’t say whether the policy you are about to purchase is suitable for you.

    All the content we provide to you is for information purposes only, to ensure you can make an informed decision on whether to purchase an insurance policy through us.

  • How can I make a complaint?

    We take our responsibilities to you very seriously and if you’re unhappy about something or something’s not working as it should, we want to hear about it.

    You can make a complaint at any time by calling 0203 318 4408, emailing hello@gobuzzvault.com, or writing to buzzvault, Unit 21-22, Archer Street Studios, 10-11 Archer Street, London W1D 7AZ. Our telephone lines are open between 9am and 5pm on Monday to Friday.

    Please read our Complaints Policy on our website for further information, and don’t hesitate to contact us if you have any questions.

    If you’re unhappy about how we’ve handled your complaint, you may be eligible to complain to the Financial Ombudsman Service. You can contact the Ombudsman on 0800 023 4567 or by visiting this page.

  • How can I cancel my policy?

    You have the right to cancel your insurance policy at any time. Currently, you can only cancel your policy by phoning us on 0203 318 4408.

    Any return premium due to you will depend on how long the insurance has been in force, and whether you have made a claim on the policy.

    Please see the “Cancellation” section of your insurance policy for more details.

  • Can I see a buzzvault Insurance Product Information Document (IPID)?

    If you would like to see our version of the standard Insurance Product Information Document, you can view it here. If you also need this document in any other format, or a paper copy mailed to you, please just get in contact and we will be happy to help.

  • Can I claim for items not in my vault?

    buzzvault insurance isn’t like other insurances – with us you choose what you want to insure via your vault. It’s more transparent and makes things much fairer when it comes to the claims process.

    That does mean that you need to keep your vault updated with things you want to insure during your policy year.

    For peace of mind, we also have a buffer of £5,000 worth of cover for low-value items. With this, you can claim up to £50 per item. If you want to insure items for more than this you need to add items to your Vault.

  • Where can I find all the details of my cover?

    You will see a summary of all cover at point of quote. After you have bought a policy, we will send you your full Policy Document and Policy Schedule for your records.

    Your buzzvault is your live record of everything that you choose to cover under buzzvault contents insurance.

  • Do you share my data with anyone else?

    Your buzzvault is your secure inventory. We do not share your data with anyone without your permission.

  • I'm having difficulty using the buzzvault app

    The buzzvault app is live to edit when you have internet connection. If you are trying to edit your buzzvault off-line, please connect to the internet first.

    If the app is still not working for you, please drop us a message on hello@gobuzzvault.com or call us between 9am to 5pm on Monday to Friday on 0203 318 4408.

  • I'm unable to add an item to my vault

    You can add an item to your vault without any admin charges. Please note your premium may go up or down depending on the nature of the item to reflect the correct level of cover. You will need to have internet connection do do so. Open your vault app, click add an item and fill in the details.

    If this is still not working for you, please drop us a message on hello@gobuzzvault.com or call us between 9am to 5pm on Monday to Friday on 0203 318 4408.

  • I'm unable to add an item to my insurance

    buzzvault insurance customers can add an item to their insurance once it is safely in their vault. We are not able to insure items worth more than £10,000 at this time.

    If you have successfully added an item under £10,000 to your vault and you still can’t add it to your insurance, please drop us a message on hello@gobuzzvault.com or call us between 9am to 5pm on Monday to Friday on 0203 318 4408.

  • You say you can't insure my property. Why not?

    There are a few types of homes we cannot insure at this time. These are:

    • Listed buildings
    • Mobile homes
    • Buildings where the walls are made of cob
    • Buildings with any part of the roof thatched
    • Properties in the Channel Islands

    We aim to quote for most other properties – but we’re quite new and still working through some areas of the UK.

  • Can I get buzzvault insurance if work from home?

    If you work from home, this home insurance does not cover any business insurance or liability linked to your work. It also doesn’t cover your business equipment outside the home. If that’s important to you, you will need to arrange it separately.

  • Can I get buzzvault insurance for a second or vacation home?

    At the moment buzzvault insurance isn’t available for second or vacation homes. Your property must be your main residence.

  • What is an unspent conviction?

    Spent convictions are those convictions that have reached a set period as defined by the Rehabilitation of Offenders Act 1974, and are removed from an individual’s criminal record.

    Unspent convictions are those records that have not yet reached this defined time and will appear on a Basic Criminal Record Check.