Frequently Asked Questions


We understand that insurance can be a complicated subject to get your head around. To help you, we've put together some of the most common questions that we get asked.

We are always happy to hear from you, so if we can help in any way at all, please do get in touch or use our 'call me back' service.

What is so special about being a Mutual company?

As a mutual organisation, Cornish Mutual has no shareholders and we are owned by our Members. So any money that would otherwise be spent on dividend payments to shareholders is retained in the business, helping us continually improve our services.

That’s why we really can put our customers first at all times. This means a better service for you, based on our principles of fairness, honesty and transparency.

What is buildings and what is contents?

As a general rule, items that would remain with the property should you move home are considered buildings e.g. carpets and kitchens. Items that you would take with you are considered contents e.g. furniture

What is a Member?

A Member is anyone who takes out an insurance policy through Cornish Mutual. Because we’re a mutual organisation, we call you a Member instead of a customer.

What does Chartered Status mean?

Corporate ‘Chartered Status’ is the gold standard for  excellence and integrity for companies in the insurance industry. We are proud of our Chartered Status as it helps us demonstrate our commitment to best professional practice, quality customer service and working in an ethical manner.

We are the first mutual insurance company in the UK and first insurer in the South West to achieve this recognition from the Chartered Insurance Institute.

What does 'sums insured' mean and is it different to how much my property is worth?

Sums insured is the maximum that an insurance company will pay out in the event of a claim. It should reflect the total value of rebuilding or replacing items in the home and not the purchase price of your property.

What are your opening hours?

Our Member Service team are available…

Monday to Friday: 8.30am – 7.00pm

Saturdays: 9.00am – 1pm

If you’d like to pop in and see us, our office in Truro in Cornwall is open weekdays from 8.30am – 5.00pm

Alternative you can contact us on our website.

We get a lot of paperwork from you at renewal time. Is it necessary?

We realise that nobody likes paperwork but yes, in the highly regulated insurance industry, ours is necessary.  We encourage all Members to read the paperwork we send them to ensure that they have a full understanding of their insurance Policy.

The premium is competitive but what are you like when it comes to paying claims?

The overwhelming majority of claims we receive are dealt with quickly and we receive many letters of thanks from satisfied claimants. As soon as a claim is agreed we aim to make the payment within 5 days, usually issuing payment within 48 hours.