Your House Insurance
Policy Wording
“Remember to
keep it safe”
You’re safe & secure with Castle Cover
Contents Important telephone numbers
Home Insurance claim notification line
In the event of a claim please telephone us, we will
• Important telephone numbers 3 tell you the process to follow. You should also read Please telephone the
the claims conditions. Please read the conditions and
• Your policy wording 4
process before ringing the claim notification line.
number shown on your
• Definitions 5 policy schedule
• General conditions 6
• How to complain 8
Home Insurance legal helpline
• Claims conditions 9
This facility is included in your policy, if Legal Please telephone
• How we settle claims 10
11
Expenses cover is included.
01603 420033
• General exclusions
• Contents standard cover 13 Home Emergency claim notification line
• Contents additional cover 24
This is an optional cover, please check your policy
• Personal possessions 26 schedule to confirm it is included before calling.
• Pedal cycles 29 Please refer to your schedule which will include
Please telephone
• Buildings standard cover 30
details of cover. Please read the Home Emergency
section of your policy before you telephone.
01603 779293
• Buildings additional cover 36 This starts at page 43.
• Family Plus Legal Expenses Policy 37
• Garden Cover 41 Garden Cover claim notification line
• Home Emergency 43 This is an optional cover, please check your policy
schedule to confirm it is included before calling.
Please refer to your schedule which will include
Please telephone
details of cover. Please read the Garden Cover
section of your policy before you telephone.
0870 010 1094
This starts on page 41.
Family Plus Expenses claim notification line
This is an optional cover, please check your policy
schedule to confirm it is included before calling.
Please refer to your schedule which will include
Please telephone
details of cover. Please read the Family Legal
Protection section of your policy before you
01603 779285
telephone. This starts on page 37.
In order to maintain a quality service, telephone calls may be monitored or recorded.
2 3
Welcome to Castle Cover Definitions
Thank you for choosing Castle The information you have supplied forms part of the These definitions do not apply to Home Emergency, Family/They
contract of insurance with us. Your policy is evidence Garden Cover or Legal Protection where separate Your domestic partner, children, domestic staff and
Cover for your home cover of that contract. You should read it carefully and keep definitions apply. any other person all permanently residing with you
This policy booklet explains your new home it in a safe place.
Where we explain what a word means that word will and not paying a commercial rent.
insurance in detail – you should keep it in a safe have the same meaning wherever it is used in the
place as you may need to refer to it if you need to Excellent cover combined with policy or schedule. These words are highlighted by
Home
make a claim. Your policy number and the claims great value for money the use of bold print.
telephone numbers can be found on your policy The private residence shown in the schedule
Castle Cover always strives to provide quality cover Definitions are listed alphabetically.
schedule, or on page 3 of this document. Castle including its garages and outbuildings if they form
Cover is an appointed representative of Lorica whilst keeping premiums low. Most importantly Castle Bedroom part of the property.
Consulting Ltd who are authorised and regulated by Cover has taken your personal needs into
A bedroom means a room used as or originally built
the Financial Services Authority. Their Financial consideration when providing your tailored home
to be a bedroom even if now used for other purposes.
Services Authority register number is 307236. If you insurance cover. Maximum claims limit
want to check this you can telephone the Financial The most we will pay for any one claim. Your limit is
Services Authority on 0845 606 1234. Or visit their Buildings shown in your policy schedule. Other limits may
website which is www.fsa.gov.uk/register The structure of the home including landlord’s apply and are detailed in your policy wording and
fixtures and fittings and the following if they form policy schedule.
part of the property:
Your policy wording • oil and gas tanks
• septic tanks
Outbuildings
• sheds
• permanent swimming pools • greenhouses
In return for having accepted your premium we will The law applicable to this policy • hard tennis courts, terraces, patios, drives and paths
in the event of injury, loss or damage, happening • summer houses
within the period of insurance, provide insurance as You and we are free to choose the law applicable to • car ports, garages and outbuildings • other buildings but not including caravans, mobile
described in the following pages and referred to in this policy. Your policy will be governed by the law
• walls, gates, fences and hedges. homes or motor homes which do not form part of
your schedule. of England and Wales unless you and we have agreed
the structure of the main building of the home and
otherwise.
If, after reading these documents, you have any are used or occupied for domestic purposes.
Contents
questions please contact Castle Cover. What is covered
The definition of contents can be found within the
This contract is based on the information you gave us Your policy is designed to help you understand the Pedal cycles
section called contents standard cover within this policy.
when you applied for this insurance. extent of cover provided. Under ‘what is covered’ in Any pedal cycle and its accessories owned by your
As your part of the contract, you must pay the each section there is detailed information on the family or your family’s responsibility under contract.
insurance provided. Each section also has a ‘what is Domestic staff pedal cycles does not include any motorised pedal cycle.
premium as shown on your schedule for each
insurance period and comply with all the conditions not covered’, which draws your attention to what is A person employed to carry out domestic duties
set out in this policy. not included in the scope of your policy. You should associated with the home and not employed by you
read both sections to understand the cover provided. Period of insurance
in any capacity in connection with any business trade
Important profession or employment. The dates shown in the schedule.
This policy is a legal contract between you and us.
This policy must be read in conjunction with your Endorsement(s) Personal possessions
schedule to ensure that it meets with your The definition of personal possessions can be found
A change to the terms of the policy as shown under
requirements. Should you have any queries please within the section called personal possessions within
endorsements in the schedule.
contact Castle Cover. Your attention is drawn to the this policy.
complaints procedure on page 8 which also applies to
Home Emergency on page 43, Garden Cover on page Excess
41 and Legal Protection on page 37. The amount you are required to pay as the first part
of each and every claim made.
4 5
Policy We/Us/Our 4. Taking care of your property The number
8
Your policy booklet and most recent schedule which The authorised insurer shown on the policy schedule. of months
You and your family must take all reasonable precautions you have had 1 2 3 4 5 6 7 or
includes any endorsement(s). to avoid injury, loss or damage and take all practicable the policy more
You/Your steps to safeguard all the property insured from loss or The amount
damage. You must maintain the property insured in good of premium
Unfurnished that will be 70% 60% 50% 40% 30% 20% 10% None
The person or persons named in the schedule as repair. refunded
Without sufficient furniture and furnishings for the policyholder.
normal living purposes. 5. Precious stones
any claim payment made. If the amount you have paid
The settings of the stones in any item of jewellery
under your instalment plan does not represent the amount
Unoccupied exceeding the value of £5,000 must be examined by a
you should have paid, in accordance with table above, you
competent jeweller once every three years and any defect
Not lived in by you or your family for more than 60 will be liable for the remainder of the premium for the
consecutive days. remedied immediately. period for which you have been covered.
6. Cancelling your cover If you make any changes to your policy or cancel it
during the period of insurance, you may incur an
Statutory cancellation rights administration fee of up to £30.
General conditions You may cancel this policy within 14 days of receipt of
the policy documents (for new business) or the renewal
We reserve the right to cancel the policy by providing 7
days prior written notice to your last known address. If
date (for renewals) by writing to us via Castle Cover at the
we cancel the policy we will retain an amount of
These conditions also apply to Home Emergency, The full value of the buildings means the cost of following address: Castle Cover, Merck House, Seldown
premium in proportion to the time you have been on
Garden Cover or Legal Protection. There are also rebuilding if the buildings were completely Lane, Poole, Dorset, BH15 1TW. If the cover has not yet
cover and refund the balance to you except where an
conditions applying to these sections. You and your destroyed. commenced you will be entitled to a full refund of any
eligible claim has been made during the current period of
family must comply with the following conditions to premium paid. If the cover has commenced you will be
This is not necessarily the market value. charged for the time you have been insured, except where insurance, when no refund will be due.
have the full protection of your policy. If you or
you have already made a claim under your policy, when
your family do not comply with them we may at our
3. Changes in your circumstances no refund is due. You will also be charged a fee of up to 7. Non payment of premiums
option cancel the policy or refuse to deal with your
£30 to cover the administrative cost of providing the Castle Cover reserve the right to cancel this policy giving 7
claim or reduce the amount of any claim payment. You must notify us as soon as possible of any change
policy. days written notice in the event of non payment of the
which may affect this insurance and in particular any
premium or default in instalment under any linked loan
1. The value of your Contents of the following: There is no refund of premium in the event of a total loss
agreement. If Castle Cover cancel your policy due to non-
claim.
You must notify us immediately when the full value • change of address. payment of your premium, you will remain liable for the
of your contents exceeds the limit shown in your In the event of a total loss, if you are paying by difference between the premium you owe, in accordance with
• structural alteration to your home. instalments, you will either have to continue with the
policy schedule. If the full value of your contents the above table, and the amount you have actually paid. If
exceeds this sum the cover under the policy may not • if you or your family intend to let or sub-let instalment payments until the policy renewal date or we you do not pay the outstanding balance within 7 days of the
apply. Once you have notified us that the full value of your home. may, at our discretion, deduct the outstanding instalments cancellation, Castle Cover will instruct a debt recovery agent
your contents exceeds this sum, the policy may no due from any claim payment made to recover any outstanding premium you owe. In the event
• if you or your family intend to use your home that a debt recovery agent is instructed, an additional fee of
longer be suitable for your needs and we reserve the Please note that if you amend or cancel your policy
for any reason other than private residential up to £40 will be added to any outstanding amount being
right to cancel the policy. during the period of insurance we may not refund any
purposes. requested.
amount less than £5. Similarly, we may only request
The full value of your contents means the current
• if your home will be unoccupied. payments from you of amounts over £5.
cost as new except for clothes, furs and household 8. Transferring your interest in
linen where an appropriate allowance for wear and You must also notify us as soon as possible if you or
tear should be made. your family have been declared bankrupt or have
Cancellation outside the statutory period the policy
You may cancel this policy at any time by providing prior
received a police caution for, or been charged with, written notice to the above address. Provided you have not You cannot transfer your interest in this policy to anyone
2. The value of your Buildings but not yet tried for any offence other than driving incurred eligible claims during the current period of else without our written permission.
offences. We will then advise you of any change insurance, we will calculate your refund in accordance
You must notify us immediately if the full value of
the buildings exceeds £500,000. If the full value of
in terms. with the table above. If a claim has been made during the 9. Fraud
the buildings exceeds this sum the cover under the If you make any changes to your policy or cancel it period of insurance no refund will be due. Please note, You and your family must not act in a fraudulent way.
any partly completed month counts as a whole month: If you or anyone acting for you uses dishonesty or
policy may not apply. Once you have notified us that during the period of cover you may incur an
the full value of your buildings exceeds this sum, the administration fee of up to £30. If you are paying by instalments your instalment exaggeration to obtain cover for which you do not qualify
policy may no longer be suitable for your needs and payments will cease and if you have incurred eligible or cover at a reduced premium, all benefits under this
If you are in any doubt please contact Castle Cover. policy will be lost, the policy may be invalid, you may not
we reserve the right to cancel the policy. claims you will either have to continue with the instalment
payments until the policy renewal date or we may, at our be entitled to a refund of premium and legal action may
discretion, deduct the outstanding instalments due from be taken against you.
6 7
How to complain Claims conditions
Castle Cover and the panel of insurers are committed Step two – These conditions do not apply to Home Emergency, Emergency process
to providing you with an exceptional level of service Garden Cover or Legal Protection where separate
and customer care. Sometimes however things can go Progressing your complaint conditions apply. A 365 days a year, 24-hours a day domestic helpline is
wrong and there may be occasions when you feel that If your complaint is one of the few that is not provided under the home emergency section. Your
you have not received the service you expect. When You and your family must comply with the following schedule will show if you have purchased this cover.
resolved by step one then write to the Customer Care
this happens we want to hear about it so we can put claims conditions to have the full protection of your If you have purchased home emergency cover we will
Manger, Castle Cover Ltd, Merck House, Seldown
things right. policy. If you/they do not comply with them we pay up to £300 towards costs covered by this section.
Lane, Poole, Dorset, BH15 1TW. An investigation on
behalf of the Managing Director will then be may at our option cancel the policy or refuse to
By telephoning the helpline shown on your schedule
Step one – undertaken. deal with your claim or reduce the amount of any
claim payment. and the important telephone numbers on page 3 in
Initiating your complaint your policy a tradesman will be appointed. They will
Step three –
We want to be able to deal with your complaint as The first thing you must do effect temporary repairs which may be covered
quickly as possible. To enable us to do this we need Further assistance under the policy.
the following information: If property is lost or theft or malicious damage is
Once the investigation is complete a final response suspected you must immediately inform the Police We should however be given the opportunity to
• Your name and policy number will be sent to you. If you are still dissatisfied you and obtain a crime or lost property reference number. inspect the damage before permanent repairs are
may refer your case to the Financial Ombudsman commenced or any item disposed of.
• Your claim number (if your complaint is about We recommend that you check your policy cover.
Service (FOS):
a claim) Check that the loss or damage is covered. This policy
Insurance Division, Financial Ombudsman Service, contains details of what is covered and how claims What you must do if you wish to
• If you want to write to us, please head your letter
‘complaint’
South Quay Plaza, 183 Marsh Wall, London, are settled. make a claim
E14 9SR.
Tel: 0845 080 1800. Fax: 020 7964 1001. You should always immediately • Tell us and provide full details in writing
Who to contact immediately if someone is holding you or your
Email: complaint.info@financial-ombudsman.org.uk • Contact us by phone on the helpline shown in
If your complaint is about the sale of the policy family responsible for damage to their property or
Website: www.financial-ombudsman.org.uk your schedule and the important telephone bodily injury to them and send to us immediately
please contact Castle Cover on the number provided
numbers on page 3 of your policy wording. any writ summons letter of claim or other
in your policy documentation Referral to the FOS will not affect your right to take
• Take all reasonable steps to recover missing document.
If your complaint relates to the policy itself please legal action against us.
property. • If requested send written details of your claim to
contact your insurer. Contact details are on your
policy documentation. • Take all reasonable steps to prevent further us within 30 days.
If your complaint relates to a claim please contact the damage. • Supply at your own expense all reports,
claims team. Their number is provided on your policy certificated plans, specification information and
documentation. Claims process assistance that we may require.
By telephoning us on the helpline shown in your
Our promise to you schedule we will: What you must not do
• Acknowledge written complaints promptly. • Admit or deny any claim made by someone else
i. take details of the loss.
• Investigate quickly and thoroughly. against you or your family or make any agreement
ii. arrange for an approved tradesperson to provide with them. We have the right to negotiate, settle or
• Keep you informed of progress. us with an estimate or undertake emergency defend any such claim in your name and on your
repairs immediately. behalf and take possession of the property insured
• Do everything possible to resolve your complaint.
iii. instruct an approved supplier to contact you and deal with salvage. We may also pursue any
if appropriate. claim to recover any amount due from a third party
in the name of anyone claiming cover under this
iv. where necessary arrange for someone to call or policy.
contact you by phone as soon as possible to
discuss your claim. This person may be one of • Abandon any property to us.
our own claims staff or an independent • Dispose of damaged items as we may need to
Chartered Loss Adjuster. see them.
8 9
General exclusions
Fraud Then: These exclusions apply throughout your policy. - the radioactive toxic explosive or other hazardous
properties of any explosive nuclear assembly or of
You and your family must not act in a fraudulent • We shall not pay the claim. We will not pay for:
its nuclear component.
manner. • We shall not pay any other claim which has been
or will be made under the policy.
Riot/Civil commotion War risks
If you or anyone acting for you:
Any loss, damage or liability occasioned by or
• make a claim under the policy knowing the claim • We may at our option declare the policy void. Any loss, damage or liability occasioned by or
happening through riot or civil commotion outside
to be false or fraudulently exaggerated in any happening through war invasion, act of foreign enemy
• We shall be entitled to recover from you the the United Kingdom, the Isle of Man or the Channel
respect. hostilities (whether war is declared or not), civil war,
amount of any claim already paid under the policy Islands.
rebellion, revolution, insurrection or military or
• make a statement in support of a claim knowing since the last renewal date.
usurped power.
the statement to be false in any respect. • We shall not make any return premium.
Sonic bangs
• submit a document in support of a claim knowing • We may inform the Police of the circumstances.
Loss or damage by pressure waves caused by aircraft Terrorism
the document to be forged or false in any respect. and other aerial devices travelling at sonic or
This policy does not cover the following.
supersonic speeds.
• make a claim in respect of any loss or damage Loss, damage, cost, expense or liability of whatever
caused by your wilful act or with your connivance. Reduction in market value nature directly or indirectly caused by, resulting from
or in connection with, any act of terrorism regardless
Any reduction in market value of any property
of any other cause or event contributing at the same
How we settle claims following its repair or reinstatement.
time or in any other sequence to the loss.
Confiscation For the purpose of this exception an act of terrorism
means the use, or threatened use of force by any
Buildings, Contents, Where carpeting is damaged beyond repair only the Any loss or damage or liability occasioned by or
person or group of people whether acting alone or on
damaged carpet will be replaced and not undamaged happening through confiscation or detention by
Personal possessions and carpet in adjoining rooms. customs or other officials or authorities.
behalf of or in connection with any organisation(s) or
government(s) committed for political, religious,
Pedal cycles sections
Will a deduction be made for The exclusions above do not apply to the following ideological or similar purposes including the intention
We will at our option repair, reinstate or replace the covers: to influence any government and/or to put the public
lost or damaged property. Where property cannot be wear and tear? or any section of the public in fear.
• liability to domestic staff.
replaced or repaired we may at our option pay in cash Contents – There will be a deduction for clothes, furs
the amount of the loss or damage. If we do pay cash and household linen. There will be no deduction for • tenant’s liability. Pollution/Contamination
the sum payable will reflect any discounts we may all other contents provided they have been • liability to the public. Loss, damage, liability or bodily injury arising directly
have received had we replaced the property. The sums maintained in good repair and the total limit is or indirectly from pollution or contamination unless
insured/total limit will not be reduced by any claim. sufficient to cover the full value of the property (see • property owner’s liability.
caused by:
An approved supplier may be appointed where General conditions).
appropriate to act on our behalf to further validate Radioactive contamination • a sudden and unforeseen and identifiable incident.
your claim and they are authorised to arrange a Buildings – If repair or reinstatement is carried out
there will be no deduction provided that the total 1. Loss or damage to any property or any loss or • leakage of oil from a domestic oil installation at
quotation, a repair or a replacement where
limit is sufficient to cover the full value of the expense resulting or arising there from or any your home.
appropriate.
buildings and they have been maintained in good indirect loss from:
In the event of the total limit being insufficient to repair (see General conditions). or,
Existing and Deliberate Damage
cover the full value of the property we reserve the
Any loss, damage, liability, cost or expense of any
right to not pay the claim, cancel the policy or reduce Other insurance policies 2. Any legal liability directly or indirectly caused by
kind, occurring or arising from an event occurring
the amount of any claim payment. or contributed to by or arising from:
If any injury, loss or damage is covered by any other before the period of insurance starts or caused
- ionising radiations or contamination by radioactivity deliberately by you or your family.
Matching sets suites and carpets insurance we will not pay more than our proportion.
from any irradiated nuclear fuel or from any
An individual item of a matching set of articles or nuclear waste from the combustion of nuclear fuel.
suite of furniture or sanitaryware or other bathroom
fittings is regarded as a single item. We will pay you
for individual damaged items but not for undamaged
companion pieces.
10 11
Contents standard cover
Date change Your schedule will show if this section is in force.
1. Loss or damage to any computer or other
equipment, data processing service, product, What are Contents? What Contents are not covered?
microchip, micro processor, integrated circuit,
All of the following things are included provided that they a) Watercraft (which includes sailboards and windsurfers)
embedded chip or similar device, computer software
belong to you or your family or you or they are legally aircraft, caravans, trailers and mechanically propelled
program or process or any other electrical or
responsible for them and with the exclusion of business vehicles (which includes motorcycles, children’s
electronic system directly or indirectly caused by:
equipment that they are mainly used for private purposes. motorcycles, children’s motor cars, quad bikes, children’s
• failure to correctly recognise data representing the quad bikes and mobility scooters) – but lawnmowers,
Year 2000 or any other date in such a way that it
Household goods
garden implements, wheelchairs, models and toys are
This includes tenants’ fixtures, fittings and interior
does not work properly or at all. covered.
decorations.
• computer viruses. b) Parts, accessories, tools, fitted radios, cassette players
Personal effects
and compact disc players for the things in (a) above.
2. Legal liability directly or indirectly arising from: This means clothes and articles of a strictly personal nature
likely to be worn used or carried. For example, mp3 c) Any living creature.
- any computer or other equipment, data processing
players, mobile phones and also sports equipment. It does
service, product, microchip, micro processor, d) Contents more specifically insured by any
not include valuables or money.
integrated circuit, embedded chip other insurance.
or similar device, computer software program Valuables
e) Documents other than as shown in cover 20.
or process or any other electrical or electronic This means jewellery (including costume jewellery) articles
system failing to correctly recognise data of or containing gold, silver or other precious metals, f) Lottery tickets and raffle tickets.
representing the Year 2000 or any other date cameras (which includes video cameras, camcorders and
g) Any part of the structure of the buildings other
in such a way that it does not work properly digital cameras), binoculars, watches, furs, paintings and
than fixtures and fittings for which you are responsible
or at all. other works of art, collections of stamps, coins and medals.
as occupier.
- computer viruses. Money
This means coins and bank notes in current use, cheques,
Subsequent loss or damage or legal liability for which
postal orders, postage stamps which are not part of a
cover is in force under this policy is not affected.
collection, trading stamps, premium bonds, saving stamps
or certificates, luncheon vouchers, record, book or similar
tokens, money orders, travel tickets including season
tickets, petrol coupons, gift tokens, phonecards, pre–
booked event and entertainment tickets and electronic
money cards.
Business equipment
This means all computers and ancillary equipment
(excluding data) and other equipment used for business
trade profession or employment purposes but excludes
money and stock.
12 13
What is covered What is not covered
What is the most we will pay?
4. Escape of water from: 4. Loss or damage while the home is unoccupied or
We will not pay more in total than the total limit for contents shown in your policy schedule for any one
unfurnished.
claim under causes 1–11. For covers 12, 13, 18, 24, 30, 31, 32 we will pay up to the total limit for contents and i. a fixed:
for covers 14-17, 19-23, 25-29 up to the limits shown. a) water installation. Damage caused by the escape of water is covered but
b) drainage installation. damage to the items themselves is only covered if an
The following limits apply:
c) heating installation. insured cause or cover is operative.
for any one valuable – £2,000 ii. a washing machine, dishwasher, water bed, refrigerator
or deep freeze cabinet.
Number of Bedrooms Limit Total limit for contents Total limit for contents Total limit for contents
for any one claim for £50,000 £75,000 £100,000 5. Escape of oil from a fixed oil-fired heating installation 5. Loss or damage while the home is unoccupied or
valuables
including smoke and smudge damage by vaporisation unfurnished.
1, 2 or 3 bedrooms Limit for any one claim for Limit for any one claim for Limit for any one claim for
due to a defective oil-fired heating installation.
valuables is £10,000 valuables is £15,000 valuables is £20,000 Damage caused by the escape of oil is covered but damage
4, 5 or 6 bedrooms Limit for any one claim for Limit for any one claim for Limit for any one claim for to the installation is only covered if an insured cause or
valuables is £15,000 valuables is £20,000 valuables is £30,000 cover is operative.
The limit applicable to your policy is shown on your policy schedule. 6. Malicious persons or vandals. 6. Loss or damage while the home is unoccupied or
Minimum security precautions endorsement unfurnished.
for money – £500
may apply. Please see your schedule.
for business equipment – £5,000
These are the standard limits if you have increased any of them the revised limits which apply to your policy 7. Riot, civil commotion, strikes, labour and political
will be shown in your schedule. disturbances.
8. Subsidence or ground heave of the site on which the 8. Loss or damage:
What is covered What is not covered buildings stand or landslip.
a) caused by normal settlement, shrinkage or expansion.
Loss or damage to your or your family’s contents while The amount of the excess shown in the schedule except
b) resulting from coastal or river bank erosion.
they are in the home by following causes: for covers 25, 26 and 27.
c) arising from construction, structural alteration, repair or
demolition.
1. Fire, smoke, explosion, lightning or earthquake. 1. Smoke damage arising gradually or out of repeated
exposure. d) arising from the use of defective materials, defective
design or faulty workmanship.
2. Storm or flood. 2. Loss or damage by frost.
e) to boundary and garden walls, terraces, gates, hedges
Storm means very windy conditions accompanied by Loss or damage to property in the open.
and fences, paths and drives, patios, tennis hard courts,
heavy rain, hail or snow. Heavy rain alone does not Loss or damage caused by rising ground water levels.
swimming pools unless the home has been damaged at
constitute a storm.
the same time by the same cause.
3. Theft or attempted theft. 3. a) Loss or damage while the home is unoccupied or f) to or resulting from movement of solid floor slabs and
Minimum security precautions endorsement may apply. unfurnished. non load bearing walls unless the foundations beneath
Please see your schedule. the load bearing walls of the home are damaged at the
b) Loss where property is obtained by any person using
same time by the same cause.
any form of payment which proves to be counterfeit,
false, fraudulent, invalid, uncollectable, irrecoverable or
irredeemable for any reason.
c) Loss or damage from the home if any part of it is
occupied by anyone other than you or your family
unless there has been forcible and violent entry to or
exit from the home.
14 15
What is covered What is not covered What is covered What is not covered
9. Collision by: 9. Loss or damage caused by: l) mobile phones.
m) Loss or damage while the home is unoccupied or
i. aircraft. a) domestic pets.
unfurnished.
ii. aerial devices. b) insects.
n) Loss or damage to you or your family’s contents
iii. road or rail vehicles.
while they are not in the home.
iv. animals.
o) Damage by any cause listed under causes 1-11 which is
– or anything dropped from them.
specifically excluded by that cover.
10. Falling trees or branches. 10. a) The cost of removal of the fallen tree or branch.
13. Mirrors and glass. 13. a) Loss or damage while the home is unoccupied or
b) Loss or damage caused during tree felling, lopping or
unfurnished.
topping. Accidental breakage of:
b) Loss or damage to your or your family’s contents
i. mirrors.
while they are not in the home.
11. Breakage or collapse of: 11. Loss or damage to the items themselves. ii. fixed glass in, and glass tops of, furniture.
iii. ceramic hobs and ceramic tops of cookers.
i. satellite dishes. Cover for items in or on the home may be covered – see
iv. glass oven doors.
ii. TV or radio aerials, aerial fittings or masts. cover 12.
iii. lampposts.
iv. telegraph poles. 14. Replacement of locks.
v. electricity pylons, poles or overhead cables.
We will pay for the cost of replacing keys and locks or 14. The cost of replacing keys and locks to a garage or
lock mechanisms to: outbuilding.
12. Entertainment equipment. 12. Entertainment equipment not covered:
i. external doors and windows of the home, We will only pay under contents standard cover or
Accidental damage to: a) mechanical or electrical breakdown or failure. following the theft of their keys. buildings standard cover if both sections are insured for
i. television sets. b) damage to records, discs, cassettes and tapes. ii. a safe within or an alarm protecting the home, any one claim.
ii. radios. c) accidental damage or contamination to computers or following the theft of their keys.
iii. MP3 players, compact disc players, record players and computer equipment by:
We will not pay more than £250 for any one claim.
tape recorders. i. erasure or distortion of data.
iv. video recorders. ii. accidental erasure or mislaying or misfiling of
v. DVD players. documents or records.
vi. computers (including portable computers). iii. viruses.
vii. cable/satellite/digital television receivers. d) damage caused by or in the process of cleaning, 15. Credit card liability. 15. Any loss unless:
viii. television aerials and satellite dishes. maintenance, repair, dismantling or altering.
Your or your family’s liability under the terms of any a) You or your family have complied with the terms and
e) loss arising from the cost of remaking any film,
credit card, cheque card or cash dispenser or card conditions of the issuing authority.
disc or tape or the value of any information contained
agreement as a direct result of its theft from the home and
on it. b) any loss or claim due to accounting errors or omissions.
following its unauthorised use by any person not related to
f) damage to equipment not in or on the home.
or residing with you.
g) loss or damage by chewing, scratching, tearing,
vomiting or fouling by domestic pets. We will not pay any more than £500 for any one claim.
h) damage caused by wear and tear.
Do not forget to immediately inform the Police and issuing
i) damage caused by rot, fungus, insects or vermin.
authorities in the event of a loss.
j) damage caused by the action of light or any
atmospheric or climatic condition.
k) damage caused by any gradually operating cause.
16 17
What is covered What is not covered What is covered What is not covered
16. Accidental loss of oil or metered water. 16. Loss or damage while the home is unoccupied 19. Alternative accommodation. 19. Loss or damage specifically excluded under the
or unfurnished. contents standard cover.
We will pay for accidental loss of domestic heating oil and While the home cannot be lived in because of loss or
metered water. Loss or damage by any cause listed under causes 1-11 damage covered by this policy, we will pay for:
which is specifically excluded by that cover.
We will not pay more than £1,000 for any one claim. i. rent payable for which you are legally liable.
ii. the reasonable increased cost of alternative
accommodation for you and your family and your
17. Contents in the open. 17. Loss or damage to:
domestic pets.
Loss or damage by causes 1 and 3-11 to contents while in a) valuables or money.
We will not pay more than 20% of the total limit for
the open within the boundaries of the land belonging to b) plants and trees.
contents for any one claim.
the home. c) business equipment.
We will not pay more than £500 for any one claim. Loss or damage which is specifically excluded by covers
1 and 3-11.
Items such as garden furniture, external statues or garden 20. Documents. 20. a) Property more specifically insured.
pots are included within this section.
Loss or damage by causes 1–11 to documents (other than b) Property mainly used for business, trade profession or
Note: Loss or damage to plants is provided under money) whilst: employment purposes.
Garden Cover (if chosen).
i. within the main building of the home.
ii. deposited for safe custody in any bank, safe deposit or
bank solicitor’s strongroom anywhere in the world.
18. Temporary removal. 18. Loss or damage:
We will not pay more than £500 for any one claim by any
Loss or damage by causes 1–11 to contents temporarily a) by theft unless it involves forcible and violent entry other insurance.
removed from the home to: to or exit from a building.
i. any bank or safe deposit. b) from a caravan, mobile home or motor home.
ii. any occupied private dwelling. 21. Automatic sum insured increase in total limit for
c) outside the United Kingdom, the Isle of Man or
iii. any building where you or your family are working or religious festivals and weddings.
the Channel Islands by riot, civil commotion,
temporarily residing while anywhere in the world. strikes, labour and political disturbances or malicious The contents total limit is automatically increased for gifts
Under ii. and iii. the maximum amount payable for theft or persons. and provisions:
attempted theft from a room in a school boarding house, d) to business equipment. i. during the period 30 days before and 30 days after a
college, university halls of residence or any other student
e) to contents in the open. recognised religious festival.
accommodation is £750 for any one claim.
ii. during the period 30 days before and 30 days after
f) if the premises where your contents are temporarily your or your family’s wedding.
We provide insurance protection for contents in the home
kept are left for more than 60 days in a row without a
during normal periods of unoccupancy, for example when
person residing, living or working there. We will not pay more than 10% of the total limit for
you are on holiday. However if you are going away for 60
contents for any one claim.
consecutive days or more, or if the home is to be vacated, g) by any cause listed under causes 1-11 which is
please tell us as this will affect the terms of your policy. specifically excluded by that cover.
22. Visitors’ personal effects. 22. Loss or damage specifically excluded under contents
standard cover.
Loss or damage by causes 1–11 to visitors’ personal
effects whilst contained within the home.
We will not pay more than £500 for each visitor for any
one claim.
18 19
What is covered What is not covered What is covered What is not covered
23. Domestic staff’s personal effects. 23. Loss or damage specifically excluded under contents 27. Liability to domestic staff. Any amount that you or 27. Your or your family’s legal liability to pay
standard cover. your family become legally liable to pay as compensation or costs for bodily injury (including
Loss or damage by causes 1–11 to domestic staff’s compensation (including claimant’s costs and expenses) death) sustained by any domestic staff when the
personal effects contained within the home. for death, bodily injury or illness (including death) of domestic staff are:
We will not pay more than £500 for each member of any domestic staff within the United Kingdom, the
i. carried in or upon a vehicle.
domestic staff for any one claim. Channel Islands and the Isle of Man.
ii. entering, getting onto or alighting from a vehicle where
We will not pay more than £5,000,000 in respect of all such bodily injury or illness (including death) is caused
24. Frozen food. 24. Loss or damage resulting from: compensation (which includes costs and expenses by or arises out of the use by you or your family of a
agreed by us in writing) for any claim or series of vehicle. For the purpose of this exception the
Loss or damage to food in the cold chamber of any a) the deliberate act of you or your family or any
claims arising from any one event, one source or expressions ‘vehicle’ and ‘use’ have the same meaning
refrigerator or deep freeze cabinet which is made unfit for electricity supplier.
original cause. as in the Road Traffic Act 1998 or similar legislation.
human consumption by:
b) strike, lock-out or industrial dispute. iii. loss of or damage to material property belonging to
i. a change in temperature. you or your family or under your charge or control.
c) property more specifically insured by any
ii. contamination by refrigerant or refrigerant fumes. iv. a contractual obligation.
other insurance.
v. any caravan whilst being towed.
The refrigerator or deep freeze cabinet must be:
d) property mainly used for business, trade profession vi. the use of firearms other than sporting guns used for
1. in the home. or employment purposes. sporting purposes.
2. owned by or the responsibility of you or your family. vii. the use of horses for racing, steeple chasing or
hunting.
viii. loss or corruption of data directly or indirectly caused
by the failure of malfunction of electronic equipment
25. Jury service. belonging to you or your family or under your
charge or control.
We will pay a benefit to you or your spouse or domestic
partner at the rate of £25 per day for each day or part of a
day that you or your spouse or domestic partner is called
to serve as a juror in a court of law up to a maximum
amount of £500.
28. Tenants liability. 28. Loss or damage to gates, hedges and fences.
(applicable if the home is rented)
26. Fatal accident. 26. We will not pay where the person is over the age of
75 years. Any amount that you or your family become legally liable
If you or your domestic partner living with you suffers
to pay as tenant of the home in respect of:
accidental injury which proves fatal within 12 months of
occurrence within the United Kingdom, the Channel i. damage to the buildings by any cause specified under
Islands or the Isle of Man as a result of: buildings standard cover of this policy.
ii. accidental damage to cables, drain inspection covers or
i. accident or assault.
underground drains, pipes or tanks providing a service
ii. fire in the home.
to or from the home.
iii. an accident whilst travelling as a passenger on a public
iii. accidental breakage of:
service vehicle.
1) fixed glass in:
iv. assault in the street during the period of insurance
a) windows.
which proves fatal within 12 months of its occurrence.
b) doors.
We will pay £5,000 to the deceased’s legal personal
c) fanlights.
representative(s).
20 21
What is covered What is not covered What is covered What is not covered
d) skylights. h) a contractual obligation.
e) greenhouses.
i) the use of firearms other than sporting guns used for
f) conservatories.
sporting purposes.
g) verandahs.
j) the use of horses for racing, steeplechasing or hunting.
2) fixed ceramic hobs or hob covers.
3) fixed sanitaryware and bathroom fittings. k) loss or corruption of data directly or indirectly caused
by the failure or malfunction of electronic equipment
We will not pay more than 20% of the total limit for
belonging to you or your family or under your charge
contents for any claim or series of claims arising from any
or control.
one event, one source or original cause.
29. Liability to the public. 29. Legal liability to pay compensation or costs arising from:
Any amount that you or your family become legally liable a) any business, trade profession or employment. 30. Unrecovered damages.
to pay as compensation (including claimant’s costs and
b) the transmission of any communicable disease or virus We will pay the amount of any award of damages made in
expenses) occurring during the period of insurance in
by you or your family. your or your family’s favour which:
respect of accidental:
c) the ownership, possession or use of any mechanically i. is in respect of death, bodily injury or illness or damage
i. death, bodily injury or illness of any person not an
propelled vehicle (which includes motorcycles, children’s to property of such nature that you or your family
employee of either you or your family.
motorcycles, children’s motor cars, quad bikes, children’s would have been entitled to indemnity under Liability to
ii. damage to property not belonging to or in the custody quad bikes and mobility scooters) but we will cover the Public had you or your family been responsible for
or control of you or your family or domestic staff and liability arising from the ownership, possession or use of the injury or damage.
arising from: lawn mowers or garden implements within the ii. is made by a court within the United Kingdom, the Isle
boundaries of the land belonging to the home, of Man or the Channel Islands.
1) the occupation of the home (but not its ownership).
wheelchairs and models. iii. is still outstanding six months after the date on which
2) the private pursuits of you or your family.
it is made.
3) the employment by you or your family of d) the ownership, possession or use of watercraft (which
iv. is not the subject of an appeal.
domestic staff. includes sailboards and windsurfers) aircraft, caravans
and trailers but we will cover liability arising from the We will not pay more than £2,000,000 in respect of any
We will not pay more than £2,000,000 (which includes
ownership, possession or use of model toys and hand or one award.
costs and expenses agreed by us in writing) for any claim
foot propelled watercraft under 5 metres in length and
or series of claims arising from any one event, one source
surfboards.
or original cause.
e) the ownership, possession or use of an animal of a 31. Emergency entry.
dangerous species or specially controlled dog (as defined Loss or damage to the contents caused when the Fire,
in the Animals Act 1971 or any other legislation, Police or Ambulance service has to force an entry to the
including subsequent legislation of similar intent, if buildings because of an emergency involving you or your
applicable). family.
f) any action for damages brought in a court outside the
United Kingdom, the Channel Islands or Isle of Man.
g) loss of or damage to material property belonging
to you or your family or under your charge
or control.
22 23
Contents additional cover What is covered What is not covered
33. House removal. 33. Accidental loss or damage:
Your schedule will show if this extension has been chosen. Accidental loss or damage to contents whilst in the course a) to money.
of removal by professional removal contractors from the
b) to china, glass, porcelain or any other item of
What is covered What is not covered home to any new private residence within
earthenware unless packed by professional removal
the United Kingdom, the Channel Islands or the
32. Accidental loss or damage to contents whilst in 32. Any loss or damage specifically excluded under contractors.
Isle of Man.
the home. contents.
c) to jewellery.
Standard cover accidental loss or damage:
d) during sea transit.
a) by mechanical or electrical breakdown or failure.
e) whilst the contents are in storage.
b) arising from the cost of remaking any film, disc or tape
f) by mechanical or electrical breakdown or failure.
or the value of any information contained on it.
c) caused by or in the process of cleaning, maintenance,
repair, dismantling, restoring, altering, dyeing or washing.
d) by chewing, scratching, tearing, vomiting or fouling by
domestic pets.
e) by wear and tear.
f) by rot fungus, insects or vermin.
g) by the action of light or any ongoing atmospheric or
climatic condition.
h) by any gradually operating cause.
i) to food, drink or plants.
j) specifically provided for under contents standard cover.
k) to computers or computer equipment:
i. by erasure or distortion of data.
ii. by accidental erasure or mislaying or misfiling of
documents or records.
iii. by viruses.
iv. by contamination.
l) arising from depreciation in value or by indirect losses
which result from the incident that caused you to claim.
m) while the home is unoccupied or unfurnished.
n) from the home if any part of it is occupied by anyone
other than you or your family unless there has been
forcible and violent entry into or exit from the home.
o) by any cover listed elsewhere in the contents section
and which is specifically excluded by that cover.
24 25
Personal possessions What is covered What is not covered
d) caused by rot fungus insects or vermin.
Your schedule will show if this section has been chosen. e) caused by any gradually operating cause or wear
and tear.
What are personal possessions? Personal possessions in a bank f) to items not in the care, custody or control of you or
All of the following things are included provided that A reduced premium rate applies for items your family or an authorised person.
they belong to you or your family or you or they are permanently kept in a bank or safety deposit facility. g) caused by theft or attempted theft from an unlocked
legally responsible for them and the items are mainly We must be notified prior to their removal otherwise hotel room.
used for private purposes. no cover will be operative when the item(s) are
h) by depreciation in value or by indirect losses which
removed.
Personal effects result from the incident that caused you to claim.
This means clothes and articles of a strictly personal
What is the most we will pay? i) by mechanical or electrical breakdown or failure.
nature likely to be worn, used or carried, for example We will not pay more than the total limit shown in j) to watercraft (which includes sailboards and windsurfers),
mp3 players, mobile phones and sports equipment. It total for personal possessions in your policy for aircraft, caravans, trailers and mechanically propelled
does not include valuables, money or pedal cycles. any one claim. vehicles (which includes motorcycles, children’s
motorcycles, children’s motor cars, quad bikes, children’s
NB: The total limit for personal possessions is
Valuables included within the total limit for contents cover and
quad bikes and mobility scooters) but lawnmowers,
garden implements and wheelchairs, models and toys
This means jewellery (including costume jewellery), is not in addition to it.
are covered.
articles of or containing gold, silver or other precious
The following limits apply:
metals, cameras (which includes video cameras, k) to parts, accessories, tools and fitted radios, cassette
camcorders and digital cameras), binoculars, watches, For money – £500 players and compact disc players for the things excluded
furs, paintings and other works of art, collections of in (j) above.
For theft from an unattended motor vehicle – £1000
stamps, coins and medals.
l) to any property mainly used for business trade profession
For any one unspecified item - £2000 unless the item or employment purpose.
Money is specified. When specified, an item is insured up to
the amount shown on your policy schedule. m) to plants or any living creature.
This means coins and bank notes in current use,
cheques, postal orders, postage stamps which are not n) to documents.
part of a collection, trading stamps, premium bonds, o) where property is obtained by any person using any
saving stamps or certificates, luncheon vouchers, form of payment which proves to be counterfeit, false,
record, book or similar tokens, money orders, travel fraudulent, invalid, uncollectable, irrecoverable or
tickets including season tickets, petrol coupons, gift irredeemable for any reason.
tokens, phonecards, pre–booked event and
entertainment tickets and electronic money cards. p) specifically provided for elsewhere in this policy.
q) to computers or computer equipment:
i. by erasure or distortion of data.
What is covered What is not covered ii. by accidental erasure or mislaying or misfiling
1. Loss or damage to valuables, money and personal 1. The amount of the excess shown in the schedule of documents or records.
effects belonging to you or your family whilst: iii. by viruses.
Loss or damage:
iv. by contamination.
i) anywhere in Europe, Jordan, Madeira, the Canary and/
a) arising from the cost of remaking any film, disc or tape
or Mediterranean Islands and those countries bordering r) while the home is left unoccupied or unfurnished.
or the value of any information contained on it.
the Mediterranean.
s) to property more specifically insured by any
b) caused by or in the process of cleaning, dyeing, other insurance.
ii) anywhere else in the world for up to 90 days during
washing, maintenance, repair, dismantling, restoring or
any period of insurance. t) to lottery tickets and raffle tickets.
altering.
c) caused by chewing, scratching, tearing, vomiting or
fouling by domestic pets.
26 27
What is covered What is not covered
u) theft from motor vehicles unless at the time of the loss
Pedal cycles
or damage:
Your schedule will show if this section has been chosen.
– someone aged 16 or over was in the motor
vehicle or
– the motor vehicle was securely locked and What is covered What is not covered
– force and violence were used to get into the motor 1. Loss or damage to pedal cycles belonging to you or 1. The amount of the excess shown in the schedule
vehicle and your family whilst:
– the items stolen were out of sight in a locked luggage Loss or damage:
boot, luggage or glove compartment. i) anywhere in the United Kingdom (unless your
a) to motorised pedal cycles.
schedule shows cover for pedal cycles is restricted to
v) loss or damage from your home if any part of it is the home only), Europe, Jordan, Madeira, the Canary b) arising from pedal cycles used for racing, pacemaking
occupied by anyone other than you or your family and/or Mediterranean Islands and those countries or testing of any kind or while
unless there has been forcible and violent entry into or bordering the Mediterranean. practicing for any of them.
exit from the home.
ii) anywhere else in the world for up to 90 days during c) by theft of any unattended pedal cycles unless in a
any period of insurance. locked building or secured by a suitable locking device
to a permanent structure or motor vehicle.
2. Credit card liability. 2. Any loss or claim:
d) to accessories or parts of pedal cycles unless the pedal
You or your family’s liability under the terms of any credit a) unless you and your family have complied with the
cycle is stolen or damaged at the same time.
card, cheque card, or cash dispenser card agreement as a terms and conditions of the issuing authority.
direct result of its theft and following its unauthorised use e) caused by a gradually operating cause, wear and tear or
b) due to accounting errors or omissions.
by any person not related to or residing with you. loss of value.
We will not pay any more than £500 for any one claim. f) caused by rot, fungus or insects.
Do not forget to immediately inform the Police and issuing g) caused by or in the process of cleaning, dyeing,
authorities in the event of a loss. washing, maintenance, repair, dismantling, restoring or
altering.
h) by mechanical breakdown.
i) by depreciation in value or by indirect losses which
result from the incident that caused you to claim.
28 29
Buildings standard cover What is covered
3. Escape of oil from a fixed oil-fired heating installation
What is not covered
3. Loss or damage while the home is unoccupied or
including smoke and smudge damage by vaporisation unfurnished.
Your schedule will show if this section has been chosen. due to a defective oil-fired heating installation.
What is the most we will pay? We will also pay the necessary and reasonable costs that
We will not pay in total more than the total limit shown for buildings in your policy schedule for any one you incur in locating the source of the damage including
claim under causes 1–11. For covers 14, 17, 18 and 20, we will pay up to the buildings total limit and for the reinstatement of any wall, floor or ceiling if removed
covers 12, 13, 15, 16 and 19, we will pay up to the limits shown. or damaged during the search but we will not pay more
than £1,000 for locating the source of damage for any
one claim.
Damage caused by the escape of oil is covered but
What is covered What is not covered damage to the installation is only covered if an insured
Loss or damage to the buildings by the following causes: The amount of the excess shown in the schedule except cause or cover is operative.
for cover 19.
1. Storm or flood. 1. Loss or damage:
Storm means very windy conditions accompanied by heavy a) by subsidence, ground heave or landslip.
rain, hail or snow. Heavy rain alone does not constitute a 4. Subsidence or ground heave of the site on which the 4. Loss or damage:
b) to gates, hedges, fences, drives or paths.
storm. buildings stand or landslip.
c) to radio, television, aerials or satellite dishes. a) caused by normal settlement, shrinkage or expansion.
Damage to your home caused by the ground moving is
d) by frost. b) resulting from coastal or river bank erosion.
covered whether this movement is downwards due to
e) caused by rising ground water levels. subsidence, upwards due to heave or sideways due to c) arising from construction, structural alteration, repair or
landslip. Subsidence is the downward movement of a demolition.
2. Escape of water from or frost damage to: 2. Loss or damage building foundation caused by loss of support of the site
d) arising from the use of defective materials, defective
beneath the foundations. This is usually associated with
i. a fixed: a) while the home is unoccupied or unfurnished. design or faulty workmanship.
volumetric changes in the subsoil and is covered by the
a) water installation. b) by subsidence, ground heave or landslip policy. Settlement is movement due to the distribution e) to boundary and garden walls, terraces, gates, hedges
b) drainage installation. or re-distribution loading and stresses within the various and fences, paths and drives, patios, tennis hard courts
c) by dry rot.
c) heating installation. elements of construction. This usually occurs in the early and swimming pools unless the home has been
stages of the life of the building, it is not normally a damaged at the same time by the same cause.
ii. a washing machine, dishwasher, water bed, refrigerator
continuing problem and is not covered by the policy.
or deep freezer cabinet. f) to or resulting from movement of solid floor slabs and
non load-bearing walls unless the foundations beneath
We will also pay the necessary reasonable costs that you
the load-bearing walls of the home are damaged at the
incur in locating the source of the damage including the
same time by the same cause.
reinstatement of any wall, floor or ceiling removed or
damaged during the search but we will not pay more than g) the amount of the excess shown in the schedule for
£1,000 for locating the source of damage for any one subsidence, heave and landslip.
claim.
Damage caused by the escape of water is covered but
damage to the items themselves is only covered if the
insured cause or cover is operative.
30 31
What is covered What is not covered What is covered What is not covered
5. Theft or attempted theft. 5. Loss or damage while the home is unoccupied or
The following covers are
unfurnished.
included in this section
Loss or damage when your home is occupied by anyone
other than you or your family unless force 12. Debris removal and buildings fees.
and violence has been used to get into your home.
Necessary expenses for rebuilding or repairing the
buildings as a result of damage covered by buildings
standard cover for:
6. Collision by: 6. Loss or damage caused by:
i. architects, surveyors, consulting engineers and
i. aircraft. a) domestic pets. legal fees.
ii. aerial devices. ii. the cost of clearing debris from the site or demolishing
b) insects.
iii. road or rail vehicles. or shoring up the buildings.
iv. animals. iii. the cost to comply with government or local authority
requirements.
(or anything dropped from them).
We will not pay more than 10% of the total limit for
buildings for any one claim.
7. Falling trees or branches. 7. a) The cost of removal if the fallen tree or branch has
not caused damage to the buildings.
b) loss or damage caused during tree felling, lopping 13. Service pipes and cables. 13. If it is discovered that the cause is not accidental
or topping. damage then unless one of the other causes is
Accidental damage to:
operative there will be no cover.
i. cables.
Cover for accidental loss of metered water may apply
ii. drain inspection covers.
8. Breakage or collapse of: 8. Loss or damage to the items themselves. under contents standard cover cause 16.
iii. underground drains, pipes or tanks providing services
i. satellite dishes. Certain items may be covered under the contents to or from the home and for which you Damage by any cover listed elsewhere in the buildings
ii. television or radio aerials, aerial fittings or masts. standard cover section. are responsible. section which is specifically excluded under that cover.
iii. lampposts.
We will also pay up to £1,000 for any one claim for Damage caused by a coast or riverbank being worn
iv. telegraph poles.
necessary and reasonable costs that you incur in away.
v. electricity pylons, poles or overhead cables.
locating the source of the damage including the
Damage caused by or from demolition, alteration or
reinstatement of any wall, drive, fence or path removed
repair to your home.
or damaged during the search.
Damage caused by or from poor or faulty design,
9. Fire, smoke, explosion, lightning, earthquake. 9. Smoke damage arising gradually out of repeated workmanship or materials.
exposure.
10. Malicious persons or vandals. 10. Loss or damage while the home is unoccupied or
unfurnished.
11. Riot, civil commotion, strikes, labour and political
disturbances.
32 33
What is covered What is not covered What is covered What is not covered
14. Glass and sanitaryware. 14. a) Loss or damage while the home is unoccupied 17. Emergency entry.
or unfurnished.
Accidental breakage of: Loss or damage to the buildings caused when the fire,
b) Damage to property that does not form part of police or ambulance service has to force an entry to
i. fixed glass in:
the home. the buildings because of an emergency involving you
a) windows. or your family.
b) doors. 18. Contracting purchaser.
c) fanlights. If you have contracted to sell the home the purchaser
shall have the full protection of your policy in respect
d) skylights.
of the buildings up to the date of completion of the
e) greenhouses. purchase, as long as the home is not covered by any
other insurance.
f) conservatories.
19. Property owner’s liability. 19. Your legal liability to pay compensation arising directly
g) verandahs.
or indirectly from:
Any amount that you or your family become legally
ii. fixed ceramic hobs or hob covers.
liable to pay as compensation (including claimant’s a) an agreement which imposes a liability on you which
iii. fixed sanitaryware and bathroom fittings. costs and expenses) arising from your ownership (but you would not be under in the absence of such
not occupation) of the premises which causes agreement.
15. Replacement of locks. 15. The cost of replacing keys and locks to a garage accidental bodily injury including death, disease and
b) the use or occupation of the home for any business
or outbuilding. injury to any person or damage to property.
We will pay for the cost of replacing keys and locks or trade, profession or employment.
lock mechanisms to: We will only pay under contents standard cover or We will not pay more than £2,000,000 (including costs
c) death or bodily injury, illness or disease to any person
buildings standard cover if both sections are insured and expenses agreed by us in writing) for any claim or
i. external doors and windows of the home, following the who is a member of your family residing with you or
for any one claim. series of claims arising from any one event or one
theft of their keys. any person under a contract of service.
source or original cause.
ii. a safe within or an alarm protecting the home d) damage to property belonging to or under the control
following the theft of their keys. of you or a member of your family permanently
residing with you.
We will not pay more than £250 for any one claim.
e) death, bodily injury or damage caused by lifts, hoists or
vehicles other than motorised gardening equipment.
f) defective work carried out by you or your family or on
16. Alternative accommodation. your behalf to any private residence within the United
Kingdom, the Isle of Man or the Channel Islands
While the home cannot be lived in because of loss or disposed of by you or your family before the
damage covered under buildings standard cover. occurrence of bodily injury or damage in connection
We will pay for: with such private residence.
i. the reasonable increased cost of alternative g) if you are entitled to indemnity under another
accommodation for you and your family and insurance policy.
your domestic pets or h) arising more than seven years after this policy has
ii. the amount of rent you and your family lose. expired or been cancelled.
We will not pay more than 20% of the total limit for i) for the cost of rectifying any fault or alleged fault.
buildings for any one claim.
34 35
Buildings additional cover Family Plus Legal Expenses Policy
Your schedule will show if this extension has been chosen. This insurance policy has been arranged by Qdos calls may be recorded. Calls to the Medical and Health
Broker & Underwriting Services Limited and AccessBI Line will not be recorded.
Limited and is administered by Motorplus Limited When phoning, please tell us that you are a member of
(trading as FamilyPlus) on behalf of:
What is covered What is not covered the FamilyPlus scheme. Please do not phone the Helpline
Groupama Insurance Company Limited, Registered in to report a general insurance claim.
20. Accidental damage to the buildings. 20. Accidental damage: England No. 995253. We will not accept responsibility if the Helpline services
a) specifically excluded under buildings standard cover. Registered Office: Groupama House, 24 – 26 Minories, are unavailable for reasons we cannot control.
London, EC3N 1DE. To contact the helplines, phone 01603 420033, quoting
b) by frost.
Qdos Broker & Underwriting Services Limited, AccessBI the reference FamilyPlus
c) by wear and tear or gradually developing deterioration, Limited, Motorplus Limited and Groupama Insurance Cancellation Right
settlement or shrinkage of the buildings. Company Limited are authorised and regulated by the
Financial Services Authority. This can be checked on the You may cancel this section at any time subject to the
d) by fungus, insects or vermin, wet or dry rot.
FSA’s register by visiting the FSA’s website at www.fsa. cancellation conditions. Please refer to the general
gov.uk/register or by contacting them on 0845 606 1234. conditions section in your policy book, conditions 7
e) by chewing, scratching, tearing, vomiting or fouling by
'Cancelling your policy'.
domestic pets. In return for the premium you have paid, we agree to
insure you in accordance with the terms and conditions Making a Claim
f) by mechanical or electrical breakdown or failure. In the event of a claim please do not appoint your own
of this policy.
g) specifically covered elsewhere in this policy. Important Information solicitor as this will invalidate the cover provided by this
policy.
h) arising from the alteration or extension of the This is a contract of insurance between you and Qdos
Broker & Underwriting Services Limited. The insurance Note that all Claims must be reported to us within 180
buildings or the cost of maintenance or routine days of the date of event.
provided covers legal costs and expenses, subject to the
decoration.
terms, limits of indemnity, exclusions and conditions If you need to notify a potential claim, please
i) arising from faulty workmanship, defective design or contained herein, in respect of an insured event which immediately write to our Claims Department at the
use of defective materials. occurs within the territorial limits and during the following address:
cover period for which you have paid or agreed to pay FamilyPlus Claims, Kircam House, 5 Whiffler Road,
j) whilst the home is unoccupied or unfurnished. the premium. Norwich NR3 2AL
k) when your home is occupied by anyone other than Telephone Advice Helplines Claims may be emailed to fpclaims@ulr.co.uk or notified
you or your family. Telephone Legal Advice Helpline by telephone on 01603 779 285 quoting the reference
Available 24 hours a day throughout the year to provide ‘FamilyPlus’.
l) caused by a coast or riverbank being worn away.
you with confidential telephone advice about any The claims line is open 24 hours a day throughout the
personal legal problem in the EU, Isle of Man, Channel year.
Islands or EEA. Please provide your policy Number and a description of
Tax Information Helpline the Claim circumstances. A Claim form will then be
Confidential advice about personal tax matters in the provided which you should complete and return
UK. without delay.
Domestic Emergency Helpline Complaints Procedure
If you have a home emergency such as a blocked drain It is the intention to give you the best possible service
or burst pipes, we can arrange for a contractor to help but if you do have any questions or concerns about this
you out. You will be responsible for the contractor’s fees insurance or the handling of a Claim you should in the
including any call-out charges. first instance contact the Chief Executive Officer of
Motorplus Limited at the following:
Medical and Health Information Helpline
Motorplus Limited, Kircam House, Whiffler Road
If you need non-diagnostic information about a medical NORWICH NR3 2AL
matter or general information about health and fitness, Tel: 01603 420000 Fax: 01603 420010
we can assist. We can provide information about waiting
lists, drugs and organisations that can help you. In the event you remain dissatisfied and wish to make a
complaint you can do so by contacting the following:
Pet Assistance Helpline
We can help you to find a vet to assist you with an ill or
injured pet.
To help us monitor our service standards, telephone
36 37
The Claims Manager of these. private or personal use, providing that the transaction engaged, or any other venture undertaken by you
Qdos Broker & Underwriting Services Limited, Insured was a commercial contract entered into during the for financial gain (other than your contract as an
Qdos Court, Rossendale Road, Earl Shilton, The person who has take out this policy, providing that cover period. employee);
Leicestershire LE9 7LY they reside in the United Kingdom. 4. Employment 9.5 any shareholding, directorship or partnership, or
Tel: 01455 850000 Fax: 01455 841000 other commercial interest;
Legal Costs a) Where you are an employee, disputes arising out of
Please ensure your policy number is quoted in all Professional legal fees which you are bound to pay, your contract of employment which give rise to a 9.6 any remark or comment whether permanently
correspondence to assist a quick and efficient response. including reasonable fees or expenses incurred by the claim in an Employment Tribunal. recorded or not, which may damage your
After this action if you are still not satisfied with the appointed solicitor whilst acting for you in the pursuit This Policy Will Not Cover reputation;
way a complaint has been dealt with, you may contact of civil proceedings. 9.7 leases, licences, tenancies and disputes between
1. Any claim:
the insurer directly at the following address: Territorial Limits landlord and tenant;
a) which you do not report to us within 180 days of the
The Claims Manager, For Insured Incidents 1 and 3: 9.8 any illness or physical or psychological injury which
date of event;
Groupama Insurance Company Limited, The European Union, Albania, Andorra, Bosnia is gradual or progressive or is not caused by a
Groupama House, 24 – 26 Minories, London EC3N 1DE Herzegovina, Channel Islands, Croatia, FYR Macedonia, b) for which the date of event is before the date of
specific or sudden accident;
Gibraltar, Iceland, Isle of Man, Liechtenstein, Monaco, inception of this policy;
If it is not possible to reach an agreement, you have the 9.9 planning, building or structural alteration of any
right to make an appeal to the Financial Ombudsman Montenegro, Norway, San Marino, Serbia, Switzerland c) under insured incident 2 above (real property) for
building or part of such;
Service. This also applies if you are insured in a and those parts of Turkey on the European mainland. which the date of event is within 180 days after the
For Insured Incidents 2 and 4: date of inception of this policy: 9.10 subsidence, shrinkage, ground heave, landslip,
business capacity but have a group annual turnover of
The UK, Isle of Man and Channel Islands. mining or quarrying;
less than £1 million, or are a charity with an annual d) where the amount claimed is less than £100.
income of less than £1 million, or are a trustee of a trust We/Our/Us 9.11 any building or land other than your principal
2. Legal Costs incurred:
with a net asset value of less than £1 million. You may Groupama Insurance Company and/or their agent home;
contact the Financial Ombudsman Service (FOS) at: Motorplus Ltd trading as FamilyPlus and/or ULR. a) before our written acceptance of a claim;
9.12 any party legally acquiring your principal home
Financial Ombudsman Service, South Quay Plaza, You/Your b) whilst you are bankrupt, in administration or in from you (whether or not you are paid), or
183 Marsh Wall, London E14 9SR The insured, together with any of the following who receivership, or if you have entered into a restrictions or controls placed upon your principal
Tel: 0845 080 1800 Fax: 0207 964 1001 reside permanently with the insured and have the composition with creditors. home by any governmental or public or local
Insured’s permission to make a claim: 3. The balance of legal costs over and above any figure authority unless the claim is for accidental physical
Please note you have six months from the date of our
a) the insured’s spouse or partner; we have previously agreed. damage;
final response in which to refer to your complaint to the
FOS. Referral to the FOS will not affect your right to b) the insured’s parents or parents-in-law; 4. Legal costs incurred in any appeal proceedings 9.13 work done by any governmental or public or local
take legal action against us. c) the insured’s children. unless: authority unless the claim is for accidental physical
This Policy Will Cover damage;
Compensation Scheme a) You confirm in writing to us that you wish to appeal
Subject to the terms, conditions, exclusions and at least six working days prior to expiry of any time 9.14 a motor vehicle owned or used by, or hired or
Groupama Insurance Company Limited is covered by
limitations in this policy, we will pay legal costs to a limit for filing Notice of Appeal, or Application for leased to you;
the Financial Services Compensation Scheme (FSCS).
you may be entitled to compensation from the scheme, maximum of £50,000 (fifty thousand pounds) for any of Permission to Appeal (as appropriate); and 9.15 any road traffic accident;
if they cannot meet their obligations. This depends on the following insured incidents, in order to pursue or b) We consider such appeal has a reasonable chance of 9.16 the settlement payable pursuant to any insurance or
the type of business and the circumstances of the Claim. defend civil proceedings directly arising from one or success. other policy;
Most insurance contracts are covered for 100% of the more of the following events or causes, occurring within
the territorial limits where the date of event is within 5. In respect of claims under insured incident 2 above 9.17 any enforcement proceedings or procedure;
first £2,000 and 90% of the remainder of the Claim. You (real property) the first £250.00 of legal costs
can get more information about compensation scheme the cover period and provided that the premium has 9.18 proceedings before or reference to the European
been paid, if we deem that there are reasonable incurred in each separate claim, and in respect of all
arrangements from the FSCS. Court or the European Court of Human Rights;
prospects of success: other claims, the first £50.00 of legal costs incurred
Definitions in each separate claim. In either case, such sum must 9.19 a dispute with us or with your insurance broker or
1. Personal Claims be paid to us before we can act. provider;
Appointed Solicitor
The solicitor, solicitors’ firm, barrister or other suitably a) your death; 6. Travelling expenses, subsistence expenses and claims 9.20 Judicial Review;
qualified person appointed by us to act for you. b) a personal injury to you. for lost earnings or loss of paid holiday. 9.21 war, invasion, foreign enemy hostilities (whether
Civil Proceedings 2. Real property 7. Fines or penalties or any damages which you are war is declared or not), civil war, terrorism,
Claims pursued by you in a civil court or tribunal or a) an infringement of your legal rights arising from ordered to pay by a court, tribunal or other authority. rebellion, revolution, military force or coup;
through arbitration or mediation within the territorial owning or occupying your permanent place of 8. Any insured incident which you intentionally cause 9.22 radiation or radioactive contamination;
limits. residence; or create. 9.23 the hazardous properties of any explosive,
Cover Period b) problems arising out of buying or selling your corrosive, invasive or toxic substance or material;
permanent place of residence; 9. Legal costs of or relating to claims regarding:
The time beginning with the date of inception of this 9.24 sonic pressure waves;
legal expenses policy and ending on the next expiry c) nuisance at or trespass to land in relation to your 9.1 the alleged dishonesty or violent behaviour of any
date of the household buildings or contents policy to permanent place of residence. person; 9.25 the defence of any claim brought by any other
which this legal expenses policy is annexed or 12 3. Services and personal property 9.2 divorce, judicial separation, cohabitation, residence, party in respect of a matter which causes your
calendar months, whichever is the less. contact, financial provision, ancillary relief, affiliation death or personal injury, or which arises out of
a) physical damage to personal property owned by you your contract of employment.
Date Of Event or for which you are responsible; or mediation connected with such issues;
The date of any event which may lead to a claim; where b) the purchase, hire, leasing or sale of personal or 9.3 wills, probate or inheritance; 10. Legal costs incurred during any legal action you
there is more than one such event, the date of the first private goods, or the provision of services for your take which we have not agreed to, or where you do
9.4 any business, trade or profession in which you are anything that hinders us, or the appointed solicitor.
38 39
General Conditions 3.10 If you settle, withdraw or abandon a claim without
1. You must:
1.1 abide by the terms and conditions of this policy.
our prior agreement, or fail to give suitable
instructions to the appointed solicitor, the cover we Garden Cover
provide will end immediately and we will be entitled
1.2 try to prevent or minimise legal costs wherever to reclaim from you any legal costs paid by us. Your schedule will show if this section is in force.
possible. 3.11 If we and you disagree about the choice of
1.3 send us everything we ask for in writing. appointed solicitor, or about the handling of a
2. We can: claim, we and you can choose another suitably Significant features and benefits Cancelling your cover
qualified person to decide the matter, agreeing the Loss or damage to fences, gates, hedges, lawns, patios, You may cancel this section at any time subject to the
2.1 take over any claim or civil proceedings at any time
choice of this person in writing. If this is not
and conduct them in your name. plants, ponds, rockeries, trees and walls that you own cancellation conditions. Please refer to the general
possible we will ask the President of the relevant
2.2 negotiate or settle any claim or civil proceedings on and are kept within the boundaries of your home conditions section in your policy book, conditions 7
national Law Society to nominate a suitably
your behalf. caused by: 'Cancelling your policy'.
qualified person. The Party whose choice is rejected
2.3 refer any boundary or other property dispute to must pay the costs and fees incurred in resolving 1. storm.
mediation. the disagreement. 2. flood.
Household claim notification
2.4 contact you direct at any point concerning your 4. 3. lightning or explosion. To make a claim, please contact the household claims
claim. 4.1 You must inform us of any proposal to settle a claim 4. theft. telephone number shown on the policy schedule.
3. including any Payment Into Court. If you reject an 5. fire.
3.1 An appointed solicitor will be appointed by us,
offer which we consider reasonable we may refuse 6. television aerials, satellite dishes and tiles falling How to complain
to pay any further legal costs. from the building.
representing you pursuant to our standard terms of Step one – Initiating your complaint
appointment. 4.2 You must not negotiate or agree to settle a claim 7. malicious damage caused by any other person
without our prior approval. other than you or your family. Does your complaint relate to:
3.2 The appointed solicitor will have direct contact with
8. accidental damage caused by any other person
us and must co-operate fully with us at all times. 5. We may elect to pay you the amount of damages you a) the sale of this policy; or
are claiming, instead of starting or continuing civil other than you or your family.
3.3 You must co-operate fully with the appointed 9. branches falling from trees. b) Your policy itself; or
proceedings.
solicitor and with us, keeping us informed and 10. wild animals.
attending such meetings or hearings as may be 6. We may if we see fit require that you obtain Counsel’s c) a claim on your policy?
required at your own expense; Opinion from a barrister agreed by you and us, as to We will not pay more than £750 for any claim or
If a) You need to contact:
the merits of a proposed claim or civil proceedings. series of claims arising from any one event or one
3.4 You must give the appointed solicitor any
you will be responsible for the costs of obtaining the source or original cause. The Customer Care Manager, at Castle Cover, Merck
instructions that we request.
Opinion, but if this indicates that there are reasonable House, Seldown Lane, Poole, Dorset, BH15 1TW.
3.5 If it becomes necessary to appoint a lawyer to assist grounds for the pursuit of a claim or civil
you before the issue of civil proceedings we will proceedings, we will refund Counsel’s fees.
Significant or unusual exclusions Tel: 0845 845 55 50.
choose the appointed solicitor. If by the date when
7. We can cancel this policy at any time by giving you or limitations If b) You need to contact:
it is necessary to issue civil proceedings we have
14 days’ notice in writing. 1. The amount of the excess shown in the schedule. The Head of Customer Care at AXA Insurance, Civic
not already chosen an appointed lawyer, you can
nominate one by sending us the name and business 8. We will not pay any claim that is covered under any other 2. Loss or damage to trees or plants not caused by theft. Drive, Ipswich, IP1 2AN.
address of a suitably qualified person. We may policy or in respect of which Trade Union cover is in 3. Damage caused by domestic animals, birds or pets. Tel: 01473 205 926. Fax: 01473 205 101.
choose not to accept your nominee if they are force, or would have been so covered but for this policy. 4. Damage caused by frost. e-mail: customercare@axa-insurance.co.uk
unable to agree terms with us. If there is a 9. If you die, we will insure your personal legal 5. Damage caused by subsidence, landslip or heave. If c) You need to contact whoever is dealing with
disagreement over the choice of appointed solicitor representatives to pursue disputes covered by this 6. Damage caused by light or atmospheric conditions.
another suitably qualified person can be appointed your claim. Call the claims number on our policy
policy arising from your death, provided they keep to 7. Damage caused by climatic conditions.
to decide the issue (see 3.11 below). documentation.
the terms of the policy. 8. Damage caused by insects or vermin.
3.6 You must at our request instruct the appointed 10. Apart from us, only you may enforce all or any part 9. Damage caused by rot, mildew, fungus or poisoning. In either case, if you wish to provide written details,
solicitor to have any legal costs taxed, assessed or of this policy and the rights and interests arising 10. Property being confiscated or destroyed by any the following checklist has been prepared for you to
otherwise audited. from it or connected with it. This means that the government, public or local authority. use when drafting your letter.
3.7 You must take all necessary steps to assist the Contract (Rights of Third Parties) Act 1999 does not 11. Liability of any kind. • Head your letter ‘complaint’.
recovery of legal costs from any other party, and apply to the policy in relation to any third party 12. Loss or damage to fish/other creatures/animals.
pay us any legal costs so recovered. right or interest. • Give your full name, postcode and your contact
13. Loss or damage caused in connection with your
3.8 We will not be bound by any undertaking or other 11. This policy will be governed by the laws of England trade or business profession. telephone number(s).
promise or assurance you may give to the and Wales. 14. Any items covered by any other insurance. • Quote the type of policy and policy and/or
appointed solicitor, or which you or the appointed 12. Any Act of Parliament mentioned in the policy claim number.
solicitor give to any other person. includes equivalent laws in the relevant jurisdiction.
3.9 If you or the appointed solicitor terminate their Motorplus Limited is authorised and regulated by the
retainer we will consider the reasons for this. We Financial Services Authority.
may then end the cover provided by this policy or
Regulated by the Ministry Of Justice in respect of
we may agree to appoint another appointed
regulated claims management activities.
solicitor.
40 41
• Explain clearly and concisely the reason(s) for
your complaint. The letter should be sent to the
company dealing with your complaint along with Home Emergency insurance
policy certificate
any other material required. We expect that the
majority of complaints will be quickly and
satisfactorily resolved at this stage, but if you are
not satisfied, you can take the issue further.
Europ Assistance Holdings Limited will provide the Meaning of words
Step two – Progressing your complaint services and benefits described in this policy:
Wherever the following words and phrases appear in
If your complaint is one of the few that cannot be • during the period of insurance this policy they will always have these meanings:
resolved by this stage and:
• within the geographical limits Emergency repairs
• relates to the way in which this policy was sold to
• following payment of the premium. Work undertaken by a repairer to resolve the
you, then contact the Customer Care Manager who
emergency by completing a temporary repair which
will arrange for an investigation on behalf of the We will provide the services and benefits on the basis will resolve the emergency but will need to be
Managing Director. of the details you have supplied and subject to the replaced by a permanent repair to put right the
• relates to this policy or any claim you have made following terms, conditions and exclusions, together damage caused to the home by the emergency. A
under it then refer to and contact AXA - details on with any applicable endorsements, all of which we permanent repair will be carried out only if it can be
the previous page. recommend you read carefully, to ensure this policy undertaken on the first visit and would cost no more
meets your individual requirements. than a Temporary Repair.
Step three – Beyond
This policy is underwritten by Europ Assistance Geographical limits
If you are dissatisfied with our response, you have Insurance Limited, Sussex House, Perrymount Road, This means Great Britain plus the Isle of Wight,
the right to refer your complaint to: Haywards Heath, West Sussex RH16 1DN UK. Isle of Man and Northern Ireland.
The Financial Insurance Division, Ombudsman This insurance is effected in England and is subject to Home
Service, South Quay Plaza, 183 Marsh Wall, the Laws of England and Wales. Your principle permanent place of residence,
London, E14 9SR.
Europ Assistance Insurance Limited and Europ comprising private dwelling together with garage(s),
Tel: 0845 080 1800. Fax: 020 7964 1001. Assistance Holdings Limited are both authorised and which are built of standard construction (brick with
regulated by the Financial Services Authority. slate roof), all used only for your domestic purposes or
Financial Services Compensation as your office (providing no more than half the rooms
To ensure we are consistent in providing our in the property are used for this purpose), and situated
Scheme (FSCS) customers with quality service, we may record your within the geographical limits at the address shown
All insurers are covered by the FSCS, which is telephone call. on the policy Schedule. Bedsits or properties with
triggered when an authorised firm goes out of multiple occupation/residential or nursing homes are
business. In this unlikely event you may be entitled to The aims of this insurance excluded.
compensation from the scheme. Compensation under
This insurance is an emergency policy and not a Emergency
the scheme for:
Household buildings or contents policy. It should A sudden unexpected event occurring during the
• compulsory insurance is covered in full. complement your household insurance policies, and period of insurance, involving your home which, in
provide benefits and services which are not normally our opinion:
• non-compulsory insurance is protected in full for
available under these policies.
the first £2,000 and 90% of any amount above • exposes the insured person(s) or a third party to
this threshold. This Insurance does not cover normal day-to-day a risk to their health, or
home maintenance which you should carry out or
Full details are available at www.fscs.org.uk • necessitates immediate remedial action to render
pay for, such as attention to items which tend to
the home safe or secure, or
gradually wear out over a period of time, or need
periodic attention, for example the descaling of • renders the home uninhabitable.
central heating pipes or the replacement of tap and This definition shall include damage to or further
cistern washers. damage to, or restoration of the main services to the
What we undertake to do is provide rapid, expert home.
help if you suffer an emergency arising from an Insured person(s) or you/your
incident covered under the policy. we will arrange for The person named on the policy schedule, together
one of our repairer(s) on our nationwide list of with the members of your household normally
approved tradesmen to attend and take action to residing with you. In your absence on a trip away
stabilise the situation and remove the emergency. from home, the person duly authorised by you as the
42 43
keyholder responsible for the home. insured property 1.7 blocked or misaligned guttering. 3.4 damage incurred in gaining necessary access.
Main Services 8. Uninhabitable accommodation. In the event of 1.8 damage to boundary walls, hedges, fences 3.5 breakdown of, loss of or damage to domestic
Mains drainage to the boundaries of the home, the home becoming uninhabitable as a and gates. appliances or Saniflow toilets and other
water, electricity and gas within the home and the consequence of an emergency and remaining so mechanical equipment.
1.9 malfunctioning or blockage of septic tanks.
main source of heating or hot water where no overnight, we will, subject to prior agreement with Please also refer to the General Exclusions.
1.10 any infestations, pests in gardens, or
alternative exists. us, pay up to £250 (including VAT) in total for;
outbuildings General Conditions
Period Of Insurance (a) your overnight accommodation and/or
1.11 any event arising from circumstances known to
The period shown on the policy schedule. 1. You should declare all facts which are likely to
(b) transport to such accommodation. you prior to the commencement date of this
affect this insurance. Failure to do so may prejudice
insurance including any pest infestation or parts
Permanent Repair For each claim we will pay up to a maximum of £300 your entitlement to claim, and if you are uncertain
known to be failing or in need of attention/
Repairs and/or work required to put right the damage (including VAT), for a temporary repair (or a as to whether a fact is material, it should be
repair/maintenance, or any inherent fault or
caused to the home by the emergency disclosed to us.
permanent repair if it is a similar cost) to stabilise the defect.
Repairer(s) situation and remove the emergency or to restore the 2. You should carry out or arrange for normal
Please note that the above list (which is not continuous maintenance of your home and on the
Repairs will only be carried out by-approved and normal operation of the boiler or warm air unit,
exhaustive) shows specific examples of normal systems servicing the home and you must take all
authorised tradesmen of Europ Assistance. comprising call-out, labour, parts and / or materials.
maintenance to indicate the type of problem not reasonable steps to avoid or minimise any claim. All
covered. boilers should be serviced annually and service
Temporary Repair
The repair that will resolve the emergency but may 2. In connection with the boiler or warm air unit: documentation will be required.
REQUESTING ASSISTANCE
need to be replaced by a permanent repair. 3. We will make every effort to apply the full range of
2.1 air locks in the central heating piping.
First check the circumstances are covered. services in all circumstances dictated by the terms
We, Our or Us Having done this telephone Europ Assistance 2.2 any claim involving a boiler or warm air unit and conditions. Remote geographical locations or
Europ Assistance Holdings Limited, Sussex House, immediately stating your Policy Number, on: with an output exceeding 60 Kw/hr capacity. unforeseeable adverse local conditions may preclude
Perrymount Road, Haywards Heath, West Sussex
2.3 any boiler or warm air unit more than fifteen the normal standard of service being provided.
RH16 1DN. 01603 779293
years old. 4. Your full compliance with the terms and conditions
MAJOR EMERGENCIES WHICH MAY RESULT IN of this policy is necessary before a claim will be
2.4 replacement of any boiler or warm air unit if
What is covered SERIOUS DAMAGE OR DANGER TO LIFE OR LIMB repair or reinstatement is not possible due to the paid.
If an emergency occurs, we will arrange for a SHOULD IMMEDIATELY BE ADVISED TO THE PUBLIC non-availability of parts. 5. If any fraudulent claim is made or if any fraudulent
repairer to assess the situation and carry out a SUPPLY AUTHORITY, OR IN CASE OF DIFFICULTY, TO
2.5 any costs arising as a result of failure to service means or devices are used to obtain any benefit
temporary repair in the event of: THE PUBLIC EMERGENCY SERVICES.
the boiler or warm air unit in the previous twelve under this policy all benefit and any premium paid
SUSPECTED GAS LEAKS SHOULD ALWAYS BE months. Any recommendations following shall be forfeited.
1. Burst pipes or sudden leakage likely to cause
REPORTED TO NATIONAL GRID UK ON 0800 111 999. servicing should be carried out and the costs will 6. We will be entitled, if we so desire, to prosecute, in
damage to the home or its contents.
be your responsibility. your name, any claim for indemnity or damages or
2. Break-in, accidental damage or vandalism that otherwise, against any person in respect of any sum
2.6 any intermittent or reoccurring fault.
compromises the security of the home.
What is not covered 2.7 any water pressure adjustments or failure caused
paid by us under this policy. We shall have full
3. Storm damage causing ingress of water or likely to discretion in the conduct of any proceedings, and
through hard water scale or sludge.
cause further loss or damage to the home or 1. Normal day-to-day home maintenance any sum so recovered or secured shall belong to us.
its contents. which you should carry out or pay for, such as the 2.8 any boiler or system noise.
7. You must notify us immediately a claim occurs. If
items listed below, which tend to gradually wear 2.9 any radiator valves. for any reason we authorise you to use a contractor
4. Failure of your domestic water mains supply, out over a period of time, or need periodic appointed by you. You should obtain an estimate
gas supply, electricity (on the domestic side of the attention. We would not consider the following as 3. The following incidents or circumstances are
for the work and contact us for authorisation to
supply authority’s main fuse), blockage or breaking constituting a covered home emergency: also excluded:
continue, you will supply us with a written
or flooding of drains or sewers, or failure of your 3.1 breakage of internal glass or of any basin, bath, statement substantiating the claim within 28 days of
domestic hot water heating. 1.1 dripping taps.
bidet or shower base. reporting the claim, together with all certificates,
5. Total failure of your central heating, causing in 1.2 burst or leaking flexible hoses or leaking washing information, evidence and receipts required by us
3.2 failure of any services where the problem is
appliances which are fitted with a stop tap. at your own expense.
our view, unreasonable discomfort or risking frost situated outside the boundary of the plot of land on
damage to the home. 1.3 slow seepage from joints or gaskets which does which your home is situated or beyond the part of
not involve a sudden escape of water. the sole or shared supply system or piping for
6. A leakage caused by a smashed toilet bowl or
which you are legally responsible.
cistern. Breakage of the cistern internal mechanism 1.4 the results of hard water scaling deposits.
which prevents flushing and creates an emergency 3.3 the cost of effecting permanent repairs once the
1.5 leaking overflows. immediate emergency situation has been
as there is no other toilet in the home.
resolved, including any redecoration or making
1.6 blockage of soil or waste pipes from sinks,
7. Pest infestation. Removal of wasp nests, field good the fabric of the home.
basins, bidets, baths or showers.
and house mice and brown rats within the
44 45
8. If any dispute arises as to policy interpretation, or 9. Notwithstanding any provision to the contrary 11. Failure or malfunction of any supply, system or addition to your contractual rights under the
as to any rights or obligations under the policy, we within this insurance, or any endorsement thereto, appliance serving the home or any loss, directly insurance, to refer the matter to the Financial
offer you the option of resolving this by using the it is agreed that this insurance excludes any loss or or indirectly caused by the actual or potential Ombudsman Service at :
Arbitration procedure we have arranged. Please expense of whatsoever nature directly or indirectly inability of any computer, data processing
South Quay Plaza,
see the Complaints Procedure. Using this Service caused by, resulting from, or in connection with equipment or media, microchip, integrated circuit
183 Marsh Wall,
will not affect your legal rights. any of the following regardless of any other cause or similar device or any computer software or
London,
or event contributing concurrently or in any other stored programme to correctly recognise any date
9. This insurance contract is subject to the Laws of E14 9SR.
sequence to the loss: War, hostilities or warlike as its true calendar date or to continue to function
England and Wales.
operations (whether war be declared or not); correctly in respect of or beyond that date. Telephone : 0845 080 1800
10. It is a condition precedent to our providing the invasion; act of an enemy foreign to the nationality
12. Any loss or damage or expense or liability * N.B. The time scales given above are dependent on
services detailed in this policy, that you undertake of the insured person or the country in, or over,
howsoever occurring unless specifically stated as you responding immediately to any correspondence
to promptly pay the repairer or Europ Assistance which the act occurs; civil war; riot; rebellion;
being insured under this policy. we send you.
Holdings Limited for all work authorised by you insurrection; revolution; overthrow of the legally
which is not covered under this policy. constituted government; civil commotion assuming 13. Any legal liability or loss arising from the
the proportions of, or amounting to, an uprising; provision of, or any delay in providing the services Cancellation Provisions
11. You should have taken out, and keep in force, a
buildings Insurance policy covering your home. military or usurped power; explosions of war to which this policy relates, unless negligence on You may cancel this section at any time subject to the
weapons; release of weapons of mass destruction our part can be demonstrated. cancellation conditions. Please refer to the general
12. If you intend to leave your home unoccupied that do not involve an explosive sequence; murder
14. Costs associated with another property or conditions section in your policy book, conditions 7
when cold weather is normally expected, you or assault subsequently proved beyond reasonable
communal/shared areas if your home is in a 'Cancelling your policy'.
must take all normal precautions to prevent frost doubt to have been the act of agents of a state
damage, including turning off the water supply multiple-occupancy or multiple-usage block
foreign to the nationality of the insured person
and leaving central heating on a low setting. or building.
whether war be declared with that state or not;
terrorist activity. For the purpose of this exclusion 15. Equipment which has not been installed, serviced
General exclusions terrorist activity means an act, or acts, of any or maintained in accordance with statutory
person, or group(s) of persons, committed for regulations or manufacturer’s instructions.
1. Pre-existing problems or circumstances known to
political, religious, ideological or similar purposes
you at the time you purchased the insurance and 16. Any cost relating to the attempted repair by you
with the intention to influence any government
which you did not notify to us. or your own contractor.
and/or to put the public, or any section of the
2. Any costs incurred when you have not notified us public, in fear. Terrorist activity can include, but
and obtained our prior authorisation. not be limited to, the use of force or violence and/ Complaints procedure
3. Damage to home contents. or the threat thereof. Furthermore, the perpetrators We aim to provide a first class service at all times.
of terrorist activity can either be acting alone, or on However, if you have any complaint regarding the
4. Any claims relating to the electricity supply of behalf of, or in connection with any organisation(s) standard of service you have received under your
burglar/fire alarm systems, CCTV surveillance or or government(s). Also excluded hereon is any loss policy, the following procedure is available to you to
swimming pools, their associated heating, piping or expense of whatsoever nature directly or resolve the situation:
installation and accessories. indirectly caused by, resulting from or in
connection with any action taken in controlling, 1. In the first instance please contact the Quality
5. Any amount payable in respect of an insured event
preventing, or suppressing any, or all, of the above Department of Europ Assistance Holdings Limited
where the cost is recoverable under any other form
incidents. In the event any portion of this exclusion at Sussex House, Perrymount Road, Haywards
of insurance or maintenance agreement (or which
is found to be invalid or unenforceable, the Heath, West Sussex, RH16 1DN. Alternatively
would be recoverable but for the existence of the
remainder shall remain in full force and effect. telephone us on 0845 358 8008 or you can e-mail
insurance provided under this policy).
us on: quality@europ-assistance.co.uk
6. Subsequent claims arising from the same cause or 10. Loss or destruction of or damage or any loss or
event, when you have not taken or paid for the expense whatsoever resulting from: If we cannot give you a final decision by four weeks
action recommended by our repairer to ensure that from the day we receive your complaint we will
(a) ionising radiation or contamination by explain why and tell you when we hope to reach
the original fault has received a definitive repair. radioactivity from any nuclear waste from the a decision.
7. Any defect, damage or failure caused by a malicious combustion of nuclear fuel.
or willful act, negligence, misuse, third party 2. Our decision is final and based on the evidence
(b) the radioactive, toxic, explosive or other presented. If you feel that there is any new
interference or faulty workmanship, including any hazardous properties of any explosive nuclear
attempted repair, DIY repair, or modification which evidence or information that may change our
assembly or nuclear component thereof. decision you have the right to make an appeal.
does not comply with recognised industry standards.
(c) pressure waves caused by aircraft and other aerial 3. In any event, should you remain dissatisfied or fail
8. Any claim when the home has been left
devices travelling at sonic or supersonic speeds. to receive a final answer within eight weeks* of us
unoccupied for more than 30 days.
receiving your complaint, you have the right, in
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CCHIPW(6 BED) - 0909