You can manage your Urban Jungle Home Insurance 24/7 through the My Account section of our website. We offer flexible payment options like monthly contracts, and different payment methods so you can choose what best suits your circumstances.

Below are answers to our most frequently asked questions on how to manage payments, billings and refunds on Urban Jungle Home Insurance Policies

This article is only applicable to our Contents, Buildings & Contents, Buildings Only, and Select By Urban Jungle policies. If you’re unsure about which policy you have, please refer to this article. 

1. How do I make a missed payment on my Home Insurance policy?

If you’ve received an email from us about a missed payment or a problem renewing your policy, it means we’ve been unable to take payment and your policy is in arrears.

Don’t worry - we’ll automatically retry your payment over the following days.

If you’re making a card payment, please check:

• That there’s enough money in your account
• Your card is up to date
• Your inbox for an email from us called ‘There was a problem with your payment, your card needs activation’ and use the link to authenticate your account

To update your payment details, log in to the My Account section and click ‘Update Payment Details’.

For card payments, we have a 21 day arrears period where we will attempt to take the payment. If we're unable to take your payment after 21 days then the policy will be automatically cancelled.

For Direct Debit payments, if we haven’t received your payment by the end of your current month of cover, we’ll cancel your policy. You’ll still be able to update your payment details up to 10 days before this point.

If you’re having trouble updating your details or have other questions, you can contact our support team here. 

2. How do I cancel my policy and can I get a refund?

You can cancel your policy any time and we don’t charge for cancellations. The steps you’ll need to take to cancel your policy depend on if you have an annual or monthly policy, and you can read them below.

Urban Jungle Annual Policies

Our annual policies have a 14-day cooling-off period, so if you change your mind within 14 days of purchasing (or 14 days from when you receive your policy documents - whichever is later), you can cancel for a full refund as long as you haven’t made a claim. 

This also applies when your policy renews after 12 months, so if you change your mind within 14 days of your annual renewal, you can cancel for a full refund provided you haven’t made a claim. 

To cancel your policy, just log into the My Account section of our website, click ‘Manage Policy’ and then ‘Cancel Policy’. 

If you are outside the 14 days cooling off period, you can still cancel at any time and we’ll refund you for any unused months of cover as long as you’ve not made a claim.

Urban Jungle Monthly Policies

Our monthly policies have a 14-day cooling-off period, so if you change your mind within 14 days of purchasing (or 14 days from when you receive your policy documents - whichever is later), you can cancel for a full refund as long as you haven’t made a claim. 

This also applies when your policy renews after 12 months, so if you change your mind within 14 days of your annual renewal, you can cancel for a full refund provided you haven’t made a claim. 

To cancel your policy, just log into the My Account section of our website, click ‘Manage Policy’ and then ‘Cancel Policy’. 

If you want to end your monthly policy outside the 14 day cooling off period, you’ll need to turn off auto-renewal by following the steps above but instead of selecting 'Cancel Policy’, please select 'Turn off auto-renewal'. You’ll need to do this at least 4 days before the policy is due to renew.

Select By Urban Jungle Insurance

You can cancel your policy any time and we don’t charge for cancellations. It’s worth noting that the steps below apply for all of our Select by Urban Jungle policies, whether you pay on a monthly or annual basis.

Our policies have a 14-day cooling-off period, so if you change your mind within 14 days of purchasing (or 14 days from when you receive your policy documents - whichever is later), you can cancel for a refund as long as you haven’t made a claim.

This also applies when your policy renews after 12 months, so if you change your mind within 14 days of your annual renewal, you can cancel for a refund provided you haven’t made a claim.

To cancel your policy, just log into the My Account section of our website, click ‘Manage Policy’ and then ‘Cancel Policy’.

If you are outside the 14 days cooling off period, you can still cancel at any time and we’ll refund you for any unused days of cover as long as you’ve not made a claim.

It’s worth noting that if you have made a claim on your policy, then you will not receive a refund. If you have chosen to pay in monthly instalments, your remaining premium may still be due.

3. How can I pay for my Home Insurance policy?

Contents Insurance

For our Contents Insurance, we offer options to pay monthly or annually, and by Direct Debit or card payments (Direct Debit isn't currently available for annual policies).

It isn't possible to pay by bank transfer, manually or by contacting our Customer Support team - all our payments are automatic.

We’ll show you all the possible payment options during the quote process, and you’ll be able to choose on the checkout page. It’s worth noting that it is not possible to change your payment method, e.g., from a direct debit to a card payment, after purchasing your policy. However, you can always change the payment card, or direct debit details linked to the policy through the ‘My Account’ section of our website.

Buildings & Contents Insurance

For our Buildings & Contents Insurance, we offer options to pay monthly or annually, and by Direct Debit or card payments (Direct Debit isn't currently available for annual policies).

It isn't possible to pay by bank transfer, manually or by contacting our Customer Support team - all our payments are automatic.

We’ll show you all the possible payment options during the quote process, and you’ll be able to choose on the checkout page. It’s worth noting that it is not possible to change your payment method, e.g., from monthly to annually, after purchasing your policy. However, you can always change the payment card linked to the policy through the ‘My Account’ section of our website.

Buildings Only Insurance

For our Building Only Insurance, we'll offer the option to pay monthly or annually, via card payments only (Direct Debit isn't currently available for Buildings Only policies).

It isn't possible to pay by bank transfer, manually or by contacting our Customer Support team - all our payments are automatic.

We’ll show you all the possible payment options during the quote process, and you’ll be able to choose on the checkout page. It’s worth noting that it is not possible to change your payment method, e.g., from monthly to annually, after purchasing your policy. However, you can always change the payment card linked to the policy through the ‘My Account’ section of our website.

Select By Urban Jungle Insurance

For our Select by Urban Jungle Insurance, we'll offer the option to pay monthly or annually, via card payments only.

It isn't possible to pay by bank transfer, manually or by contacting our Customer Support team - all our payments are automatic.

We’ll show you all the possible payment options during the quote process, and you’ll be able to choose on the checkout page. It’s worth noting that it is not possible to change your payment frequency, e.g., from monthly to annually, after purchasing your policy. However, you can always change the payment card linked to the policy through the ‘My Account’ section of our website.

4. How do I change payment details on my Home Insurance policy?

To change the account you pay from, you’ll need to log into the My Account section of our website and click ‘Update Payment Details’.

At the moment, it’s not possible to change your payment date, payment frequency or payment method, but you can change the account you pay from.

5. How do I know when my Home Insurance payment will be taken?

Your payment date is directly linked to your start date and renewal date, so it will always be around this time. We’ll start the process of taking the payment the day before your renewal. 

You can check the date of your renewal in your policy document (which can be found through the 'My Account' section of our website). We’ll also send you a reminder email before your policy renews. 

It’s worth noting that it is not possible to change your payment date after purchasing your policy.

For Contents Insurance where your payment method is through Direct Debit, payments can take a few days for your bank to process, so we can't guarantee a specific date that the payment will come out - it will usually be a few days after your renewal date.