Frequently asked questions

Who is eligible for this offer?

To be eligible for this offer, you must be a new Pick and Protect customer and you must be a UK resident. A new Pick and Protect customer is defined as a customer who opens a new TSB Pick and Protect home insurance policy via the Pick and Protect website, a TSB branch or by telephone after 26 June 2017. If you are charged a cancellation fee by your existing provider when you switch to a new Pick and Protect buildings, contents or combined buildings and contents policy, you can claim to have this fee refunded. The maximum amount you can claim for the cancellation fee is £100.

We know that sometimes other charges are applied when you move your cover part way through the agreed term. This offer covers the cancellation fee only, so we want to make you aware that you may incur other costs that we won't be able to reimburse for you.

When do I need to claim by?

Claims must be received within 90 days of the start date of your Pick and Protect home insurance policy.

How do I claim my cancellation fee refund?

You can either claim your refund online, or via the post as follows:

Online:

  • Take out a new Pick and Protect buildings, contents or combined buildings and contents insurance and cancel your existing policy.
  • Visit tsbinsuranceswitch.co.uk
  • Complete the online claim form and upload proof of the cancellation fee you have paid. This needs to show your full name, the provider's name and the cancellation fee. If you are claiming for buildings and contents from different insurers, please upload proof for both policies.
  • Choose whether to receive your refund via your chosen bank account or cheque.

After the claim is submitted:

  • A thank you page will be shown with details of what happens next and when they will happen.
  • If you are eligible, we will send you the cancellation fee refund by your chosen method within 14 working days.
  • If you are not eligible, we will send you an email or letter explaining the reason why.

Post:

  • Take out a new Pick and Protect buildings, contents or combined buildings and contents insurance and cancel your existing policy.
  • Download and print the claim form from the website at tsbinsuranceswitch.co.uk, or ask a TSB branch (or telephony) partner to access the website and print the form for you.
  • Complete the claim form.
  • Choose whether to receive your refund via your chosen bank account or cheque.

After you have completed the form:

  • Send the form, together with proof of the cancellation fee, in an envelope to the following address:
    Freepost
    TSB CANCELLATION FEE REFUND
  • Please ensure your proof of the cancellation fee shows your full name, the provider's name and the cancellation fee. If you are claiming a cancellation fee for buildings and contents from different insurers, please enclose proof for both policies with your claim form.
  • If you are eligible, we will send you the refund via your chosen method within 14 working days. If you are not eligible, you will receive a letter detailing the reason why.

What are the terms and conditions of the offer?

Click here to read the full terms and conditions of the offer.

Please be aware that while most refunds will be processed within 14 working days, there may be occasions where there may be a small delay due to the post. If this happens, please let us know and we will be happy to help.

Will I receive a refund for any 'Time on Risk' premiums I have to pay to my existing insurer?

A 'Time on Risk' premium is when you may have to pay your existing provider for part of the month, if the payment date is different to the end date of your old policy. This will usually be shown on the closure statement you receive from your existing insurer as a 'Time on Risk' premium. We will only refund you for your cancellation fee charge - we are not able to refund any 'Time on Risk' premiums that you may have to pay.

When will I receive my refund cheque?

If you have chosen to receive a cheque, this will be posted to you within 14 working days from the date we receive your valid claim. Please be aware there may be delays due to the post which are outside of our control. If this happens, please let us know and we will try to help.

How much could I receive?

You will receive a refund for the amount of the cancellation fee (or fees if buildings and contents insurance are with different providers) you incurred, up to a maximum of £100. So for example, if your cancellation fee cost £55 and you're eligible, you'll receive £55 as a refund.

Why has my refund claim been declined?

You may have been declined for several reasons and we will send you a letter or email explaining why. Here are some of the reasons why your claim may not be successful:

  • You've cancelled your Pick and Protect home insurance policy within 90 days.
  • The claim form wasn't received by MLP within 90 days of the date you took out your Pick and Protect home insurance policy.
  • The name on the previous policy schedule doesn't match the name on the new Pick and Protect home insurance policy.
  • You already have a Pick and Protect home insurance policy.
  • You are not a UK resident.

Who is running the cancellation fee refund offer?

The promoter of this offer is TSB Bank plc and is administered and managed by MLP Fulfilment Services, The Stables, Home Farm, Mere, Cheshire WA16 0PX on behalf of TSB Bank plc.

How can I get more information?

Please call 0333 207 5552. Calls are charged at your provider's network access charge. If you would prefer not to use our 0333 number, please call us on 01565 656 255. Lines are open 9:00am to 5:30pm Monday to Friday. Or visit us at tsbinsuranceswitch.co.uk, or email us at: info@tsbinsuranceswitch.co.uk

Who should I contact if I have a query or a complaint about the cancellation fee refund offer?

If you have a query about the cancellation fee refund, or the service you have received from MLP, please contact MLP on 0333 207 5552.Calls are charged at your provider's network access charge. If you would prefer not to use our 0333 number, please call us on 01565 656 255. However, if you have a complaint about the service you have received from TSB, please contact TSB between 7am and 11pm, 7 days a week on 0345 030 8778, calls are charged at your provider's network access charge, or write to us at TSB, Customer Services, BX4 7SB.

If you'd like this in another format such as large print, Braille or audio please ask in branch.

TSB11952 (04/17)