Ηow is ‘building’ defined?

By ‘building’ we mean the construction and its facilities, but only those which lose their value if they are separated from the building (central heating, doors, windows, fitted carpeting, hydraulic/electrical installations, built-in wardrobes, false ceilings, wallpaper).

In the case of an apartment in a block of apartments, common and communal spaces and building facilities are included (e.g. boiler rooms, lifts, etc.) The amount corresponding to the portion attributable to the owner of the insured apartment is calculated for compensation purposes.

The following are also included: garage, storage rooms, fencing, yard fencing, swimming pools, underground tanks, objects built into the exterior of the building (e.g. antennae, canopies, solar panels) and, more generally, permanent and legal attachments and home appliances.

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How are ‘contents’ defined?

Furniture, utensils, electrical appliances, clothes… In other words, all moveable items of equipment for domestic use which are found in the residence’s covered area, in common and communal spaces and in store rooms belonging to the building.

Contents also includes personal objects belonging to the owner, his/her family and domestic staff as well as to fixed objects which are attached to the building and can be removed and installed elsewhere without a decrease in their value. (e.g. air-conditioning units, spotlights, lamps, built-in electrical appliances etc.).

Valuable objects are excluded from the category of ‘contents’.

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Which objects are considered valuable?

The following are considered to be valuable objects: items made of porcelain, glass, gold, silver or other precious metals, works of art, sculptures, musical instruments, scientific tools, fur, stamp collections, metal or coin collections, precious stones, pearls, jewelry, pictures, iconography, watches, guns, heirlooms, collector’s items, objects of historical or sentimental value, manuscripts, rare books, objects of subjective or other special value.

Soon we will announce a new program for the cover of objects of value. Keep that in mind!

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Which spaces are considered auxiliary spaces?

Garages, store rooms, fencing, yard fencing, swimming pools and, more generally, permanent and legal attachments and home appliances.

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How do you calculate the amount to be paid in the event of a claim?

We will cover the replacement value of the building. Meaning? We will cover the cost of rebuilding an identical building at the exact same location.

Replacement value is affected by the material used for the construction of the building. For a home in Cyprus, the average value is €1,000 per square meter.

Replacement value may differ from market value.

For contents, we will pay the cost of replacing each item separately with a new item of the same quality and usage up to the limit stated in the Terms & Conditions of Insurance.

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Do I need to provide any documents when I purchase a policy?

No! That’s the best part. You do not need to provide any documents. Your application is made online and it is both easy and fast.

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I have a loan. Am I obliged to take out insurance with the company my bank recommends?

No! You can get insured with any company you like. According to the law, the borrower has the right to use the insurance company of his/her choice and banks must accept any home insurance policy that includes the covers required by the loan agreement.

If you have a loan you must make sure that the sum assured is at least as much as the remaining amount of your loan.

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Can I just buy contents insurance?

No. Our programs are complete. With both programs we offer (“Essential Covers” and “Additional Covers”) you simultaneously insure both the building and its contents including the outdoor / auxiliary areas and your portion of common spaces (for apartment owners).

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When does my policy begin?

Up to you! Just make the purchase at least one day before the day you want your home insurance to start. Your contract may last from 30 to 365 days.

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Can I remove covers?

No. The programs are complete as they are and you cannot remove or add covers.

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Can I upgrade my policy?

Of course. And you do not need to wait until your policy expires and needs to be renewed. You can cancel your policy and buy a new one with an upgraded program. We will return the money that corresponds to the remaining duration of the policy with no charge.

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Can I change the sum assured for the building and its contents?

Yes! To help you pick a sum assured, once you type your address, we give you a suggestion, based on properties of the same characteristics that are located in the same area as yours.

You can of course change the sum assured for your property's building. Just make sure that it corresponds to your property's actual replacement value.

Depending on the selected sum assured for the building, we’ ll also suggest to you a sum assured for the contents. This is also something that you can amend by choosing the cover limit for the contents from a range of values you will find in the information box (revealed by clicking on the question mark). Don’t worry, if you exceed the range, you'll know right away! We will automatically correct the value to match either the lower or the upper limit, so that you can pick a new one.

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How is the premium calculated?

All we need in order to give you a quote is your address. By using our cutting-edge geolocation technology, we can accurately assess the risks we need to cover and provide you with the best price in just a few seconds!

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What payment methods can I use for the purchase of my insurance?

You can pay with one of the following payment methods:

• By card. All card transactions are processed by EveryPay, a fully licensed Payment Service Provider, regulated by the Bank of Greece, which complies with all card transactional regulations. EveryPay is a validated PCI DSS Compliant Service Provider, which offers a secure transactional gateway, and is periodically inspected by specialized consultants. All services are provided via secure connections with 256 bit SSL certifications. EveryPay also supports the use of the 3D Secure service, an extra safety net for VISA and MasterCard cards. If the 3D Secure service is enabled, the user will have to complete additional security information in order to successfully complete the online transaction.

• Via your PayPal account.

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How do I renew my policy?

With a click! Prior to your policy’s expiration date, we will remind you to renew via email.

All you need to do is into one of these emails, click on the blue button and transfer to our site, directly to the step where you choose the payment method and make the purchase.

Of course, if you want, you can make changes to your program or your details. By pressing the "Back" button, you can transfer to the page where you want to make changes.

Once you make the purchase, we send you the policy via email. If you do not find it in the Inbox, write "Hellas Direct" in your email search field and press enter. This way, you will find all the emails we have sent to you.

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How can I cancel my policy?

You can cancel your policy at any moment! Just send us an email at support@hellasdirect.com.cy with your policy number and the day you want your insurance policy to end, and we will take care of it. If you want to cancel your policy within the first 14 days since the day you received your insurance policy, we will refund the whole premium. If you cancel your policy after this period of 14 days, we will return to you the amount that corresponds to the remaining time period of your policy (unearned premium).

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What will I receive after I make a purchase and how?

As soon as you make the purchase you will instantly receive your insurance policy document via email. Download it and save it. You will also receive a link to the detailed Terms and Conditions.

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Does the price change if I insure a holiday home?

The home you insure can be a house or an apartment. We do not differentiate between a permanent residence (your declared residence for tax purposes which is used throughout the year) and your holiday home (used in leisure time). The same applies to your second home (used in parallel with your permanent residence, without being a holiday home.)

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Can I insure a rented home?

No, our programs are only for home owners.

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Does the home’s construction date play a role?

To be covered against earthquakes the house needs to have been built according to the Seismic Regulation, therefore, after 1980.

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How can I inform you of any damage?

You can send an email to support@hellasdirect.com.cy or if you prefer call us on 22 277400. We are here 24 hours a day, 7 days a week.

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What will I need in the case of damage?

You do not need any documents if you want to report damage and be compensated. All you need to do is inform us. We will immediately send an associate of ours to record and evaluate the damage, take photographs and get the compensation procedure started.

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How do I get paid?

Quickly and easily, through an electronic transfer made to an account of your choice.

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How can I file a complaint with Hellas Direct?

In many ways! As you can imagine, we welcome criticism. It makes us better.

We would like you to get in touch with us if, at any moment, you are not satisfied with the service we have offered you.

A member of our team will immediately look into your complaint.

You can contact the Client Service team on 22 277499 via email at complaints@hellasdirect.com.cy.

We will send you a notification that we have received your complaint and we will proceed to examine it and give you an answer within 7 days of the day you file the complaint.

If you continue to be dissatisfied with the way we handle your complaint then you can contact the following organizations:

Cyprus Insurance Companies Control Service (Ministry of Finance) P.O.Box 23364, 1682 Nicosia, Cyrus (tel: 35722602952, email: insurance@mof.gov.cy).
European Agency for Online Dispute Resolution.

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How can I be sure that the management of my personal data is secure?

You can rest assured because we have taken every measure so that your details are not disclosed to others unless it is required by the law or/and the competent authorities. Whether you are one of our clients or simply getting a quote from us, there is no way we will share your personal details.

We only use the data for our records, for statistical or communication purposes as well as for the improvement of our services.

The protection of personal data is regulated by the provisions of the law for data protection, the decisions of the competent authority and the company’s conditions.

Under these regulations, we keep all the data we receive through our site on file, while at the same time taking every necessary measure to protect the privacy of this information.

The information you give us through www.hellasdirect.gr is protected using encryption technology as it is transferred from your computer to our system. This secure connection is governed by SSL protocol which makes it extremely difficult for others to access your personal data.

Our system is appropriately programmed so that it can terminate any attempt at communication with your browser if the connection is not completely safe. There are two ways to confirm that you are on a safe webpage:

Look for the lock icon in the address field or check that the electronic address begins with “https” and not “http”.

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Where are your offices?

Our head offices are based in Cyprus (8, Dasoupoleos Street, 2015 Nicosia).

Our client service team is located in Greece, in Athens (59 - 61, Agiou Konstantinou Street, 151 24 Marousi), where we operate through a branch.

You can reach us Monday to Friday from 9am to 9pm at 22 277499, through the live chat at our site or by sending an email at support@hellasdirect.com.cy.

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