Who is Installsure?

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Claims

FAQs


 Who is Installsure?

We are an established insurance company that prides itself on providing exceptional customer service and clear communication to our policy holders. Our organisation has been built on four main pillars: value for money, best practice, comprehensive cover and clarity.

Installsure have an unrivalled reputation as a leading provider of guarantee insurance products to the home improvements sector. As experts, our products were created by people who understand the risks you might face. We provide you with insurance that gives you peace of mind and guaranteed protection on your investments.

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 Find an Installsure installer

Installsure offers a simple search facility for homeowners to check or find their local Installsure member.

 Our Claims promise to you

If you wish to make a claim on your Installsure policy, please consult the ‘How to Make a Claim’ section of your documents which outlines the process you will need to follow. If you have any questions you can contact the Installsure team on 020 7645 3744 or email us at claims@installsure.co.uk.

We'll keep you up to date at each step of the claims process

All claims will be handled fairly and decisions made promptly

We'll respond to all queries within 4 working days

An IBG, or insurance backed guarantee, is an insurance policy that provides cover for a guarantee in the event the company that issued the guarantee ceases to trade.

IBGs are not guarantees themselves but insurance products that back guarantees. For this reason it can be more useful to refer to them as guarantee insurance policies or warranty insurance policies.

A guarantee insurance policy provides cover in the event that a company that has given a guarantee to a customer ceases to trade. If there is subsequently a problem with the installation that would otherwise have been resolved by the installer’s guarantee, a claim can be submitted to the IBG provider (assuming the homeowner in question has a policy).

A guarantee insurance policy is taken out on a replacement window or door installation by the installer on behalf of the property owner.

While the installer pays for the policy, the property owner becomes the policyholder.

The installer provides the policy documentation to the policyholder.

Your installer should have provided your policy documents when you signed the contract. If you’ve misplaced these you can check whether you have an IBG policy by contacting the insurance company, or the installer if you’re unsure who this is.

To check if you have an Installsure IBG policy contact our claims team on claims@installsure.co.uk.

Find local Installsure backed installers using our Locate an Installer search.

Verify an installer is backed by Installsure using our Check an Installer search.

If you’re having windows or doors replaced in England or Wales, any installer that is part of a Competent Person Scheme (such as FENSA) is obliged by law to provide you with an IBG policy.

If you are having work carried out on your property that doesn’t require the mandatory provision of an IBG policy, it is still possible to request one. Guarantee insurance is a sensible precaution for any home improvement work.

Since an IBG provides cover on the installer’s guarantee, we’ll need to assess the installation company in question. Please speak to your installer and ask them to contact us so they can arrange one on your behalf.

The first step is to check if you have an IBG policy in place. If you do, get in touch with your IBG provider to commence claim proceedings.

Installsure policyholders can contact claims@installsure.co.uk to begin the claims process. We’ll keep you updated with the progress of your claim and provide advice on any actions you need to take.

If you don’t have an IBG policy and your installer has ceased to trade, unfortunately you have no further avenue of recourse and will need to organise/fund any remedial works yourself.

As Installsure is an insurance administrator and not a standards body or regulator, we are unable to assist directly in disputes between homeowners and installers.

As long as the installation business in question is still trading, it is responsible for resolving any defects or other issues that would be recoverable through its guarantee.

If you continue to be unsatisfied with your installer’s response to your issues, we recommend seeking legal advice to assist with the next steps of resolution.

Alternatively, if your installer is a member of a trade federation (such as the Glass and Glazing Federation) you may have access to conciliation that can help with resolving disputes.