Frequently Asked Questions

My policy


Property Loan

Customer Service

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.

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’.

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.

Which spaces are considered auxiliary spaces?

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

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.

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).

When is my policy activated?

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.

Can I remove covers from the cover selections?

Both our cover selections (Essential Covers and Additional Covers) are complete, which means that you cannot add or remove individual covers. However, our cover selections are designed in such a way that they correspond to specific needs of a homeowner. The most important covers for a house in Greece (Fire, Earthquake, Natural Phenomena) are included in both cover selections.

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

You can pay with one of the following payment methods:

  • By card (debit, credit or prepaid)
  • Via your PayPal account
  • Using an electronic transaction code to pay through one of the following ways: With cash at the bank, with cash or by card at an OPAP agency, via e-banking or phone banking

How to pay using a transaction code, in more detail:

  • e-banking / phone banking: You can pay through your phone banking or e-banking, at one of the following banks: Alpha Bank, Piraeus, National and Eurobank. If you choose to complete the payment via e-banking, the general process is: Click on “Payments” (not “Transfers”), find “Hellas Direct” under “insurance companies” and type the exact amount of your premium. You can complete the payment until the transaction code’s end date, as indicated in the email you will receive.
  • You can also pay at a Eurobank ATM machine, but you will also have to pay the bank’s commission.
Can I pay for my policy in installments?

At Hellas Direct you cannot pay through installments, you can only pay for the whole amount of your policy, upfront. However, you can choose the duration of your home insurance, by the exact day, from 30 to 365 days. This means that if you want, you can pay by the month, along with your other monthly expenses.

How will I receive my policy?

As soon as you make the purchase you will instantly receive your insurance policy document via email. If you can't find it, check your "Junk" or "Spam" folders. If you still can't find it, call us at 212 222 9999 or send us an email at and our team will be happy to resend it to you!

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.

How can I cancel my policy?

You can cancel your policy at any moment! Just send us an email at with your policy number and the day you want your insurance policy to end, and we will take care of it.

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.

Can I choose 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.

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).

Can I insure a home I rent?

Unfortunately, no. At the moment, our programs apply to home owners.

Does the house’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 1960.

How can you calculate the premium without asking for my house’s square meters?

All we need from you to calculate a price and give you a quote for your home insurance, is your address. Once you place your house on the map, we retrieve your coordinates and can directly identify the risks faced by your area. This way, we can calculate the right and fair price for you, in only a few seconds.

I have rare paintings in my house, am I covered?

Artworks are currently not covered by our cover selections. However, an exclusive insurance programme dedicated to valuable objects, such as rare paintings, will be available in the future. Stay tuned!

How can I inform you of any damage?

You can send an email at if you prefer you can call us on 212 222 9900. We are here 24 hours a day, 7 days a week.

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.

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 Greece, 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.

How do I get paid?

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

I have a loan. Do I have to get insured with the company that my bank recommends?

Who said that?! You have the right to get insured with any company you want. According to circular 462 of the Bank of Greece (2013), 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.

I still have a remaining balance on my mortgage. Which amount should I declare as a sum assured?

In case you have a mortgage you must confirm that the sum assured of the building is at least as much as the remaining amount of your loan. You can also confirm this in advance with your bank, if possible, since they will have to review the home insurance policy to give a final approval.

The bank won't accept the insurance policy unless the square meters are stated on it. What should I do?

Do not worry! Although your home insurance already has all the required information required by law, we can always issue an updated document which will state the exact number of square meters insured by us.

How can I reach you for a suggestion or to file a complaint?

We want your feedback! If you want to contact us for a suggestion or idea, send us an email at

If at any moment, you are not satisfied with the service we have offered you, you can call us at 212 222 9999 or send as an email at The team responsible for complaints operates Monday to Friday, 9.00 - 17.00. We will make sure to answer back as soon as possible!

Apart from our own team, you can always contact the following organizations:

  • Cyprus Insurance Companies Control Service (Ministry of Finance) P.O.Box 23364, 1682 Nicosia, Cyrus (tel: 35722602952, email:
  • Department of Private Insurance Supervision in the Bank of Greece.
  • Alternative Dispute Resolution (ADR) Bodies, in accordance with Joint Ministerial Decision 70330f / 9.7.2015

To find out more about the Alternative Dispute Resolution (ADR) Bodies and how you can contact them, you can visit the Ministry of Development's website under the section "Citizens / Consumer Protection and Access to Information/ Service / Alternative Dispute Resolution».

You can also always use the European Commission's Online Dispute Resolution platform located at:

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 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”.

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 09:00 to 21:00, at 212 222 9999 or through the live chat at our site or by sending an email at