Cashback FAQs

Q.How do cashback sites work?

A. Cashback sites offer cash and voucher incentives for making purchases via their websites. By signing up to the cashback site (usually for free) you gain access to offers from various sellers. When you make a purchase with a seller, the cashback site will track your purchase, then once they have received the payment they send the money to you.

Q.How long does it take to get my cashback?

A. The payment should be in your cashback account within 75 days from the start of your policy. When we first started using the cashback sites the process did take a bit longer, and because we were new, there was the occasional hiccup! But, since then we have made considerable progress and we are now one of the fastest companies in the industry for paying cashback.

  • Day 1: Policy Start

    To keep you in the loop, we’ll send you regular updates on the progress of your cashback claim

  • Day 60

    We confirm your cashback is due
    If you cancel your policy during the first 60 days you will NOT be eligible for cashback

  • Day 70

    We pay the cashback site

  • Day 75

    Your money will appear in your cashback account

Q.What does Pending, Confirmed and Payable mean?

A. When your cashback is first tracked from the cashback site to our site, it will appear as Pending in your cashback account. Once we have checked your purchase is all ok and still valid (assuming you haven’t cancelled your policy in the first 60 days) your account status will change to Confirmed. Once the cashback site has received the money from us, it will be added to your cashback account and your cashback will become Payable.

Very occasionally an error occurs with the tracking, and your cashback account status may show as reversed or declined. If this happens, please get in contact and we’ll be more than happy to look into this for you.

Q.The transaction is not showing in my account, what should I do?

A. If the policy started less than 60 days ago, you should be receiving emails from us updating you on the progress of your cashback claim. If you haven’t received any emails, then please contact us to check your claim has been logged. If your policy started more than 75 days days ago, and there is nothing appearing in your cashback account, then please contact us at, or speak to a member of our dedicated Cashback Customer Service Team on 0203 014 9366

Q.I have the money in my cashback account, how do I arrange payment into my bank account?

A. If you have the funds in your cashback account, you will need to log in to the cashback website and check your payment settings. Ensure that your bank details are correct and that you are set up to receive BACs payments, then the money is yours to spend on whatever you like!

Q.What products qualify for the cash back promotion?

A. Cashback is available for new customers on ALL our Home Insurance products purchased via a cashback site. This includes Buildings Insurance, Contents Insurance and combined Buildings & Contents Insurance. Cashback is not currently available separately on additional products (like Home Emergency Cover or Legal Cover) or on our Travel or Pet Insurance policies.

Q.How will I receive my Cashback?

A. At the end of the 75 days, your cashback will appear in your cashback account. You will need to log in to your cashback account and check your payment settings and bank details are correct.

Q.How will I know my claim has been validated?

A. To keep you in the loop, we will email you throughout the cashback claim process to keep you updated with how your claim is progressing. Your cashback claim will be confirmed and validated 60 days after your policy start date and the money will appear in your cashback account within 75 days.

Q.What if I cancel my policy?

A. If you cancel your policy for any reason within 60 days of the policy start date, you will not receive your cashback. Wherever possible we recommend you amend your policy, rather than cancel it to ensure you still receive your cashback. Speak to a member of our team and they will be happy to discuss all your options with you.

Q.What happens if I need to change my policy?

A. Amending your policy within 60 days of your start date shouldn’t cause any problems with your cashback claim. However, if you are amending your address and are owed a voucher, please make the Customer Service Team aware so we make sure we send it to the right address.

Q.Where will you send my voucher?

A. Vouchers will be sent to you via email. If we don’t have an email address for you, the voucher will be sent in the post. Email vouchers will be sent from to the same address your confirmation emails are sent to. The voucher will be sent as a link in this email, so you will need to click to download it. Some anti-virus software will try to block this link. Don’t worry, it’s perfectly safe, just click OK to download the voucher. Occasionally these emails go into junk or spam folders, so don’t forget to check in these folders just in case.

Postal vouchers will be sent to your correspondence address, which is the same address we send all your policy documents to. If this is incorrect, please contact us at or speak to a member of our dedicated Cashback Customer Service Team on 0203 014 9366.

Q.Can I exchange my voucher for cash?

A. Unfortunately that’s not something we’re able to offer at the moment.

Q.I have more than 1 policy, can I claim cashback more than once?

A. Vouchers and cashback are available for new customers, and are 1 per UK address.

Q.Can I transfer my cashback or voucher to someone else?

A. Your cashback will be paid into the cashback account used to purchase the policy. Vouchers are sent to the policy holder at the correspondence address or email address. Unfortunately we are unable to pay these to anyone else. However, once you have received the money or voucher, you’re more than welcome to give it to whoever you like!

Q.What should I spend my cashback on?

A. Opinions in the Policy Expert office differ on this one…anything from treating the family to a day out to MK Dons tickets. But we’ll leave that decision entirely up to you!

Q.Who do I contact if I still have questions?

A. We have a dedicated Cashback Customer Service Team to answer all your questions, so you can either email them at or speak to them on 0203 014 9366