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Frequently asked questions

Happy Place is an insurance brand with a difference. Our UK based team are caravanning and insurance experts, so we’re able to provide a specialist policy with protection for everything unique to caravanning.

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From 1992 most caravans in the UK were sold with a 17 digit CRiS number etched onto windows as well as a VIN or chassis number on the A frame or by the door.

From 2016 window etchings were replaced by tamper proof VIN Chip stickers placed on the inside of caravan windows and inside gas lockers.

For most UK caravans CRiS numbers begin with the letters ‘SG’.

Touring caravans manufactured before 1992 should have a plate on the A Frame or by the door – this should give the VIN or chassis number.

Folding campers and trailer tents should have a chassis number on the A frame also.

To help keep our colleagues and the wider community safe, some of our staff are working from home. Our offices are Covid Secure and our contact centre is fully operational and open as usual so we can continue to answer your call and service your policy. There are also other ways we can help online:

Quotes  – We’re ready to take your calls, but our website can be used to get a new insurance quote and set up a policy. You can of course still call us if you have any questions not answered on the help text during the quote or FAQs.

Renewals –  If you don’t need to make any changes and are happy to pay for your annual premium, please renew your policy online here. If you pay by monthly Direct Debit, your policy will continue automatically unless you tell us otherwise. In light of the ongoing coronavirus pandemic we will honour a 10% increase on your sum insured limit. You should still review the value of your caravan but if it is still within 10% of the amount shown on your schedule, there is no need to contact us to increase your sum insured this year. However, if you need to make any changes to your policy please do call us.

Queries – You may find an answer in our FAQs section, which we are continually updating. If your question isn’t listed then please email info@happyplace.co.uk (or call if urgent).

Changes – If you need to contact us to make a change to your policy, please do call us or email info@happyplace.co.uk. Please include your policy number, name and postcode, along with details of the change you would like to make, so we can get back to you.

Payments – If you’re worried about your insurance payments then please call us on 01422 395 895 to speak to one of our friendly advisers about how we might be able to help during this difficult time.  This could include reducing your premium by changing your cover slightly.

Registering a claim – If you have minor damage to your property and it is still watertight and secure, or if there has been a more serious incident and you require urgent advice, please call us on 01422 861 828.

Keeping your property secure – Unfortunately, at a time when much of the nation will be pulling together, there will be certain individuals who will take advantage of the situation and target leisure vehicles to steal. Please consider the security on your leisure vehicle and take appropriate action to protect your property.

We would not recommend you cancel your policy, even if you can’t use your caravan during the Coronavirus pandemic. Happy Place insurance protects you against risks, such as theft, fire, storm, flood and vandalism when your caravan is laid up.

Please make sure you continue to use any security devices during this time, keeping the battery charged so that any alarm or tracking device is fully working.

Also make sure you fully drain down your caravan’s water and sanitary systems if your caravan is not in use from November 1st to March 15th.

In light of the ongoing coronavirus pandemic we will honour a 10% increase on your sum insured limit. You should still review the value of your caravan but if it is still within 10% of the amount shown on your schedule, there is no need to contact us to increase your sum insured this year.

Please check your schedule to make sure all other details are correct.  If you don’t need to make any changes and are happy to pay for your annual premium, please renew your policy online here. However,  if there are any other changes in your circumstances, or if you wish to add, remove or discuss any policy options, please call us. However, please note that we’re operating with fewer staff than normal and ask you to kindly bear with us during this time.

Yes, don’t worry. Our phone lines remain open and we have systems in place to make sure that we can continue to answer your calls and service your policies.

Yes, your policy is still valid and cover will remain in force.

Registering a claim – Please call our claims helpline on 01422 861 828.

Emergency recovery – In the event of an accident or breakdown, please call 01422 501 087 (within the UK), or 0044 1422 501 088(within Europe).

If you have any problems or questions about the claims process, please contact the Happy Place Claims Liaison team on 01422 396 813 or by emailing claims@happyplace.co.uk.

Rest assured our phone lines remain open and we have systems in place to make sure that we can continue to answer your calls and service your policies, just as we would if we were in the office.

Loss Adjustor visits – Loss adjusting visits are taking place but local lockdown restrictions may result in unavoidable delays in arranging someone to assess any damage during this time, or alternative methods of inspection may be carried out. It’s important you try to secure your property so it is watertight and safe from break-ins. Providing you are covered for the claim, you will be reimbursed for any reasonable emergency repair costs.

Winter weather precautions – If you are not using your caravan, campervan or motorhome between November 1st and March 15th, you must fully drain down all your water and internal sanitary systems. Damage caused by water freezing in fixed water or heating systems or by escape of water from these systems is not covered by your insurance policy between Nov 1st and March 15th unless you’ve drained down your leisure vehicle when it’s not in use.

We advise our customers to be more security conscious during this period:

  • Make sure the security you’ve told us you have is fitted and working. This includes making sure any electronic security devices such as alarms and tracking devices are kept powered and that any tracking device subscriptions are renewed.
  • If your caravan is in storage, speak to the site manager about any extra precautions they will be taking to secure caravans. Also ask if you’ll still have access to check on your caravan.
  • Consider extra security to protect your caravan. Unfortunately, thieves will generally target the easier option so an extra wheel clamp could make a difference.

You must tell us if you change your caravan storage location. Failure to do so could invalidate your insurance cover.

If as a result of Coronavirus (COVID-19), you choose to self-isolate in your caravan your policy will not be invalidated but you we recommend you follow the current Government advice and think about your safety and the protection of others, as well as accessibility to health services.

Check if there are lockdown restrictions in the area you are visiting.

Although we recommend you service your caravan annually, as long as it’s maintained in a good, roadworthy condition your caravan insurance will not be affected.

We strongly recommend everyone follows the UK Government advice if a local lockdown is enforced and avoid travelling to those areas if restrictions are in place

Check with the campsite directly or via their website. We strongly recommend everyone follows the UK Government advice if a local lockdown is enforced and avoid travelling to those areas if restrictions are in place.

Check with the campsite directly or via their website. We strongly recommend everyone follows the UK Government advice if a local lockdown is enforced and avoid travelling to those areas if restrictions are in place.

If you’re showing any Coronavirus symptoms do not travel. Consider your safety and the protection of others, as well as accessibility to health services and follow Government advice about social distancing.

If you’re travelling abroad, you should check the latest FCO travel advice. Travel advice includes information on any health measures in place for visitors to the country or territory. These can include a requirement to self-isolate, quarantine, or undergo testing for COVID-19, or even restrictions on entry.

Our breakdown provider is still operating and is able to service breakdowns abroad whilst taking extra precautions for their recovery agents.

You can extend your European cover if you’re stranded on the continent. Contact us using our website LiveChat service, by emailing info@happyplace.co.uk or, if urgent, by calling us.

We offer a range of ways to pay for your caravan insurance policy.

Credit / Debit Card
Paying by Credit or Debit card couldn’t be easier. Simply call us for a quote, and when you choose to take out the policy we’ll take your details over the phone and process the payment for you.

Monthly Direct Debit
Many of our clients use Premium Credit’s financing to spread their premium using monthly direct debit. Premium Credit’s financing solution is easy to manage online at www.mypremiumcredit.com

My Premium Credit gives secure 24/7 access to your account. You’ll be able to keep tabs on your direct debit payments, view correspondence, sign your credit agreement, settle missing payments by card and make changes to your personal or banking details online.

If you would like to set up a direct debit call us on 01422 395895, weekdays 8am – 8pm and weekends 9am – 4pm.

Please note a charge for credit applies, written quotations available. Credit availability is subject to status.

Renew online

If you don’t need to make any changes to your policy and are happy to pay for your annual premium, you can renew your policy online here.

Yes. You’d normally receive your renewal invitation around four weeks before your current policy ends. To make sure we’re able to continue your insurance cover throughout the ongoing Coronavirus (COVID-19) pandemic, you may receive this earlier than usual.

Rest assured our phone lines remain open and we have systems in place to make sure that we can continue to answer your calls and service your policies.

If we have an email address for you, we will send your renewal documents by email. In light of the ongoing coronavirus pandemic we will honour a 10% increase on your sum insured limit. You should still review the value of your caravan but if it is still within 10% of the amount shown on your schedule, there is no need to contact us to increase your sum insured this year. Please check your schedule to make sure all other details are correct.

Happy to renew without making any changes?
If you pay by monthly Direct Debit, your policy will continue automatically unless you tell us otherwise.

If you’d prefer to pay your annual premium in full, please make sure we receive your payment before your current policy expires. If you don’t need to make any changes and are happy to pay for your annual premium, you can renew your policy online here.

Need to make changes to your policy?
If there are any changes in your circumstances, or if you wish to add, remove or discuss any policy options, please do call us on 01422 395 895.

If you need to make changes to your policy urgently and are having trouble getting through to us, please use our website to get a quote for a new policy which begins when your current policy expires. Our website takes secure card payments and this will make sure your cover continues.

Please don’t worry, there are a few things we may be able to do to help. Please call us on 01422 395 895 to speak to one of our friendly advisers about how we might be able to reduce your premium by changing your cover slightly.

If you would prefer to spread the cost of your insurance, you can also choose to pay by monthly Direct Debit, rather than paying for your annual premium in full.

We don’t recommend you cancel your policy as a result of Coronavirus (COVID-19), even if you’ve had to change your plans and won’t be using your caravan for a while. Accidental damage when caravans are being used only makes up a small proportion of claims costs. Happy Place insurance protects you against other risks, such as storm damage, flood, fire, theft and vandalism – you still need cover in place in case the worst happens.

If you bought your caravan on finance, you are also likely to need insurance as a condition of any credit agreement.

To make sure we can continue to insure our customers during the ongoing Coronavirus (COVID-19) pandemic, we’ve had to make some small changes to your insurance renewal documents. In most cases, you will receive your renewal invitation in full by email, and only a single page notice via post.

If you have any questions about your renewal or would like us to send you a full document pack via post, you can still call us on 01422 395 895 (8am-8pm weekdays, 9am-4pm weekends).

Yes, during the ongoing Coronavirus (COVID-19) pandemic, you may use your caravan for home working or home schooling, so long as it is stored at your home address. We would still expect all security devices to be activated when unoccupied and not to leave valuables, such as laptops unattended. Please note, high value items are not covered as part of your caravan insurance policy.

Unless you’ve sold your caravan, we don’t recommend you cancel your policy as a result of Coronavirus (COVID-19), even if you’ve had to change your plans and won’t be using it for a while. Accidental damage when caravans are being used only makes up a small proportion of claims costs. Happy Place insurance protects you against other risks, such as storm damage, flood, fire, theft and vandalism – you still need cover in place in case the worst happens. Unfortunately some of these risks can be even higher when you’re not using your caravan.

If you have sold your caravan or still wish to cancel for any other reason, please call us on 01422 395 895.

Yes, so long as the storage and security in place is as you told us when you took out your insurance, your policy will still be valid and will protect you against risks such as storm damage, flood, fire, theft and vandalism.

If you need to change the storage location of your caravan or motorhome because of local lockdown restrictions then you MUST let us know to check that we are able to offer cover at your new place of storage. Failure to inform us of a new storage location could invalidate your cover and a theft related claim could be declined.

 

Yes, you are able to lend your caravan to a friend or family member but please contact us before doing so. You can call us on 01422 395 895.

We need to make sure that any change in storage location is acceptable and that all security requirements will remain in force. If the NHS worker is not a family or friend we would need to check its use meets our policy conditions.

We appreciate that the Government enforced lockdown as a result of Coronavirus (COVID-19) means you may not have been able to put your caravan in its usual storage location. We will be as flexible as possible to accommodate changes in storage at this time but you must contact us if your caravan isn’t at the storage location stated on your policy documents. You can call us on 01422 395 895.

 

As the underwriters of your policy, RSA will handle your claim and pay any settlement. Whilst delays may be possible during this unprecedented time, we’re doing all we can to help settle claims quickly and fairly.

As always, when you report your claim, you’ll be given a dedicated claim handler and claim reference number.

Sending estimates – You may be asked to send photos and estimates for any repairs. However, we understand that many repair centres are experiencing delays as a result of the pandemic and this may mean it takes you longer to get these estimates. Don’t worry – this won’t affect the settlement you receive.

Settling your claim – We sometimes ask a loss adjuster to visit to assess the damage and make sure any settlement is fair. Loss adjusting visits are taking place but local lockdown restrictions may result in unavoidable delays in arranging someone to assess any damage during this time, or alternative methods of inspection may be carried out.

Contacting us about your claim – Due to the ongoing Coronavirus pandemic, some RSA claims handlers are working from home with revised opening hours. You can contact them on 01422 861 828 (9am – 5pm weekdays).

If you need to move your caravan or motorhome because of local lockdown restrictions then you MUST let us know so we can check that we’re able to offer cover at your new place of storage. Failure to inform us of a new storage location could invalidate your cover and a theft-related claim could be declined.

We’re aware of significant delays with garage and repair centres to carry out estimates for repairs and the availability of bookings. There are also significant delays with the availability of parts from UK and European manufacturers, which is beyond our control and will unfortunately lead to delays in the settlement of some insurance claims. The Happy Place Claims Liaison team will be on hand to help where possible to keep your claim moving and offer any help.

If you’re planning a trip to an EU country (including Norway, Iceland, Switzerland, Serbia, Andorra or Liechtenstein), you will need new documentation from your tow vehicle insurer.

Now the UK has left the EU, motorists from the UK will need to carry a Green Card to tow their caravan or trailer in the EU from January 2021. Please also check your passport is valid for travel.

To request a Green Card for European travel in 2021, you must contact your tow vehicle insurance provider.

In general, you will not need an International Driving Permit (IDP) when driving in most EU countries for up to 90 days, but you must carry your driving licence photo card with you. There are some exceptions where an IDP might be needed:

  • If you only have a paper licence (no photo card)
  • If your licence was issued in Gibraltar, Guernsey, Jersey or the Isle of Man

You can also keep up-to-date and request alerts from the Government’s visiting Europe after Brexit website: www.gov.uk/visit-europe-brexit.

If you don’t know the market or new for old value of your caravan please contact us as we may be able to help get you a figure.

As a minimum we require a wheel clamp and hitchlock to be fitted when the caravan is left unattended and detached from the tow vehicle. Of course you wouldn’t need to fit this security when you were just stopping at a motorway services.

An axle wheel lock is accepted in lieu of a wheel clamp.

For some higher risk caravans we may require additional security such as axle wheel locks, alarms or Happy Place approved tracking devices.

Absolutely, just make sure you’ve added the value of your motor mover into your caravan equipment sum insured.

If your caravan is insured on a new for old basis and your caravan is stolen or written off we’ll replace your insured caravan with a brand new equivalent model. To take cover on a new for old basis you’ll need to insure your caravan at the value it would cost to replace with a new equivalent.

If you take cover on a market value basis and your touring caravan is stolen or damaged beyond economic repair we’ll pay to replace it with a model of equivalent value, or pay out your caravan’s current market value. As you pay a premium against the caravan’s current value, premiums are generally cheaper than if you took cover on a new for old basis.

Caravan insurance is not a legal requirement. Your car insurance will cover any damage caused to third party property whilst the caravan is been towed, however, a car insurance policy would not pay to repair any damage to your caravan or buy a replacement if your caravan was stolen. Specialist caravan insurance like that offered by Happy Place gives your caravan cover for accidental damage, theft, stormy weather or flooding.

Personal possessions are things you’d take from home on your caravanning trips. This might include clothing, toiletries and bedding. We can cover these items for touring caravan owners, but not for trailer tent and folding camper owners. Before adding such items to your caravan policy, check your home contents insurance to see if that covers you to take such items on your caravanning holidays.

Personal possessions worth over £300 and high risk items such as jewellery and tablets cannot be covered on this policy.

Any items that are specifically used for the caravan are classed as caravan equipment. Examples include cutlery and crockery, televisions that you keep in your caravan, and specialist caravan accessories like awnings, aqua rolls, waste masters, motor movers and security devices. Make sure you add an adequate insured sum for caravan equipment to your policy so that all items are covered.

We will accept any Thatcham Category 6 or 7 approved tracking device. We also accept the Custodia Systems ApelloGEO and Club Secure System, as well as the Outsmart the Thief Defender. To check if your tracking device is Thatcham approved please use this link and search by “Product manufacturer”.

Most owners store their caravans either on their home driveway or in a secure storage facility when not touring.

If your caravan is of higher value we may stipulate certain storage security levels. At home that could include a permanently locked barrier such as a drivepost or in a storage site we may look for features such as access control, perimeter fencing and CCTV.

If you’ve selected a caravan and equipment sum insured of less than £7,500, we may be able to insure it when kept on the road outside your house or inside a residential car park. We are unable to insure caravans stored away from home in open fields.

Dial our claims helpline number on 01422 861 828 and we will take care of the rest.

The claims helpline number and further information is detailed in your touring caravan insurance policy booklet.

Unfortunately we can’t insure a caravan that is stored outside the UK. We can of course provide cover for UK caravanners to take their caravans on holiday abroad.

You can pay for your policy in full using a debit or credit card. We also can offer an option to pay monthly by Direct Debit.