Get documents about "Your Virgin Home Insurance
Document Sample
Your Virgin
Home Insurance
Policy Booklet
myvirginmoney.com
2
Contents
Page
Your contract 2
What the terms mean 2
If you have any problems 3
General conditions 4
Claims conditions - How to claim 5
How the insurer settles claims 6
General exclusions 7
Inflation protection 8
Part A - Contents standard cover 9
Part B - Contents additional cover 18
Part C - Personal possessions 19
Part D - Buildings standard cover 22
Part E - Buildings Accidental Damage 28
Part F – Family Legal Protection 29
Part G – Home Assistance 35
1
Your contract Endorsement(s)
A change to the terms of the policy as shown under
Welcome to your home insurance policy endorsements in the policy schedule.
The information you have supplied forms part of the
contract of insurance with the insurer as arranged Europe
and administered by us. Your policy is evidence of Republic of Ireland, England, Wales, Scotland,
that contract. You should read it carefully and keep Northern Ireland, The Channel Islands, Isle of
it in a safe place. Man, The Faroe Islands, Iceland, France, Germany,
There is a choice of law for this insurance but unless Switzerland, Austria, Holland, Belgium, Liechtenstein,
we agree otherwise English law applies. Czech Republic, Slovakia, Hungary, Romania,
Bulgaria, Poland, Albania, Italy, Vatican City, San
In return for having accepted your premium, the
Marino, Monaco, Cyprus, Malta, Spain, Portugal,
insurer will in the event of injury, loss or damage
Andorra, Azores, Canary Islands, Balearic Islands,
happening within the period of insurance, provide
Gibraltar, Croatia, Slovenia, Yugoslavia (Serbia and
insurance as described in the following pages and
Montenegro), Macedonia, Bosnia Herzegovina,
referred to in your policy schedule. If after reading
Norway, Sweden, Finland, Denmark, Estonia, Latvia
these documents you have any questions please
and Lithuania.
contact us.
Statement of demands and needs Excess
The amount you are required to pay as the first part
This product meets the demands and needs of
of certain claims made under the policy. In the event
those who wish to ensure that in the event of their
of a claim being made under more than one section
buildings and/or contents being lost or damaged
of the policy for the same incident, you are only
against a range of specified events such as fire, theft
responsible for one excess.
and weather related losses throughout the duration
of the policy, that their claims will be met.
Family/family’s
The decision to take this product is entirely the
customer’s and therefore we cannot offer you a Your domestic partner and each member of your
personal opinion or recommendation to take it. family permanently residing with you.
Home
What the terms mean The private residence shown in the policy schedule
The following words or phrases have the same including its garages and domestic outbuildings if
meaning whenever they appear. they form part of the property.
Accidental damage Insurer/their/they
Damage caused as a direct result of a single The authorised insurer or Lloyd’s syndicate shown
unexpected event. on the current policy schedule.
Buildings Period of insurance
The structure of the home including landlord’s The dates shown in the policy schedule.
fixtures and fittings and the following if they form
part of the property: oil and gas tanks, cesspits, Policy
ornamental ponds, fountains, permanent swimming Your policy booklet and most recent policy
pools, tennis hard courts, walls, gates, fences, schedule which include any endorsements that
hedges, terraces, patios, drives, paths, car ports, apply.
garages and domestic outbuildings.
2
Unfurnished › Do everything possible to resolve your complaint.
Without sufficient furniture and furnishings for › Learn from our mistakes.
normal living purposes. › Use the information from complaints to continually
improve our service.
Unoccupied
Not lived in by you or your family for more than 60 Step 1
consecutive days or is occupied by squatters. If you have a question or complaint about this
insurance, please contact us on 0844 335 6661.
We/us/our/administrator Or if you wish to make your complaint in writing.
BDML Connect, trading as
Virgin Money › Please head your letter ‘Complaint’.
The Connect Centre › Please give us your name and contact telephone
Kingston Crescent number.
Portsmouth › Please quote your reference and/or claim number
PO2 8QL and the type of policy you hold.
› Explain clearly and concisely the reason(s) for your
You/your complaint.
The person or persons named in the policy schedule
as the policyholder. The letter should be sent to:
The Quality Manager
Your policy is designed to help you understand the
Virgin Money
extent of cover provided.
The Connect Centre
You will find on many of the pages these headings: Kingston Crescent
Portsmouth
PO2 8QL
What is covered
These sections give detailed information on the We expect that the majority of complaints will be
insurance provided and must be read with ‘What is quickly and satisfactorily resolved at this stage, but if
not covered’ at all times. you are not satisfied, you can take the issue further.
What is not covered Step 2
These sections draw your attention to what is not If your complaint is about the insurer we will
included in the scope of your policy. provide you with details so that you can contact
the Chief Executive of the insurer identified in your
current policy schedule.
If you have any problems
Or, if the insurer concerned is a Lloyd’s of London
Complaints procedure Syndicate you can contact:
We always aim to give you excellent service. If you
feel let down and want to complain we’ll take it very Lloyds Complaints Department
seriously to make sure your voice is heard and your Policyholder & Market Assistance Department
complaint is resolved. Lloyds
One Lime Street
Our promise to you:
London
› Acknowledge written complaints promptly. EC3M 7HA
› Investigate quickly and thoroughly.
› Keep you informed of progress.
3
Step 3 Full value means:
If, we and/or the insurer have given you a final › For the buildings: The estimated cost of rebuilding
response and you remain dissatisfied you may refer if the buildings were completely destroyed. This is
your case to the Financial Services Ombudsman not the market value.
(FOS): › For the contents: (other than clothes, furs and
Insurance Division household linen) the current cost as new.
Financial Ombudsman Service › For clothes, furs and household linen the current
South Quay Plaza cost as new less an appropriate allowance for wear
183 Marsh Wall and tear.
London
E14 9SR
Changes in your circumstances
Tel: 0845 080 1800
You must notify us as soon as possible of any
change which may affect this insurance and in
Please note you have six months from the date of
particular any of the following:
the final response in which to refer your complaint
to the Financial Ombudsman Service. Referral to the › Change of address.
Financial Ombudsman Service will not affect your › Structural alteration to your home.
right to take legal action against us and the insurer.
› If you or your family intend to lend, let or sublet
For our joint protection, calls may be monitored or your home.
recorded.
› If you or your family intend to use your home for
any reason other than private residential purposes.
Financial Services Compensation
› If your home will be unoccupied for more than 60
Scheme (FSCS) consecutive days.
If we or your insurer were unable to meet our › You must also notify us as soon as possible if you
obligations you might be entitled to compensation or your family have received a conviction or a
under the Financial Services Compensation Scheme police caution, or been charged with but not yet
(FSCS). Further information about the Scheme is tried, for any offence other than driving offences.
available from the FSCS website at www.fscs.org.uk
or by calling us. We will then advise you of any change in terms.
For details of the Complaints Procedure for Family If you are in any doubt please contact us.
Legal Protection please see Part F.
Taking care of your property
General conditions You and your family must take all reasonable
precautions to avoid injury, loss or damage and take
You and your family must comply with the all practicable steps to safeguard all the property
following conditions to have the full protection of insured from loss or damage.
your policy. You must maintain the insured property in good
If you or your family do not comply with them we repair.
or the insurer may at our or their option cancel the
policy or refuse to deal with your claim or reduce
the amount of any claim payment.
Keeping your sums insured at the
correct level
You must at all times keep the sums insured at a level
which represents the full value of the property insured.
4
Cancelling your policy - within 14 days If you or we or the insurer cancel this policy at any
time and you have made a claim where no recovery
You have the legal right, within 14 days of receipt
occurred during the current period of insurance
of the policy documents, to decide not to proceed
and the premium is being paid by instalments, the
further with the contract. To do so you must write to
outstanding balance including interest charges will
the administrator.
become payable by you.
Virgin Money
The Connect Centre Premiums paid and up to date
Kingston Crescent The cover provided is dependent on all premiums
Portsmouth due in the period of insurance being paid in full.
PO2 8QL
So for:
Where this happens you will receive a proportionate Annual Premiums - Amounts to have been paid and
refund of the premium paid for the unexpired cleared by us.
portion of the period of cover less any agreed
charges detailed in the terms of business, unless Payment by Direct Debit - If the premiums are paid
a total loss claim has been made and then the monthly these will be collected on the cover start
premium in full must be paid. date of the insurance shown on the policy schedule
and on the same day of each following month.
If one or more instalments have been paid, non-
Cancelling your policy - after 14 days
payment of a subsequent instalment will cancel this
of receipt of your policy documents policy with effect from the due date of the unpaid
You may cancel this policy by writing to the instalment.
administrator:
Virgin Money
The Connect Centre Claims conditions - How
Kingston Crescent
Portsmouth to claim
PO2 8QL These conditions do not apply to Family Legal
Protection where separate conditions apply.
Where this happens you will receive a proportionate
refund of the premium paid for the unexpired You and your family must comply with the following
portion of the period of cover less any administration claims conditions to have the full protection of your
charge detailed in the terms of business if: policy.
If you or your family do not comply with them, the
› You have paid the premium in full; and insurer may at their option cancel the policy or
› You have not made a claim during the current refuse to deal with your claim or reduce the amount
period of insurance. of any claim payment.
We, or the insurer, may cancel this policy by giving The first thing you must do
you seven days’ notice in writing. We or the insurer
will send any notice to your last known address. A If property is lost or theft or malicious damage
proportionate refund of the premium paid (less any is suspected, you must immediately inform the
administration fee) will be allowed provided that: Police and obtain a crime or lost property reference
number.
› You have not claimed in the current period of Failure to do so may invalidate your claim.
insurance; and
› You have paid the premium in full.
5
We recommend that you check your › Abandon any property to us or the insurer.
policy cover › Dispose of damaged items as we or the insurer
Check that the loss or damage is covered. The policy may need to see them.
contains details of what is covered and how claims To do so may invalidate your claim.
are settled.
Fraud
You should always immediately: You and your family must not act in a fraudulent
manner.
› Contact us by phone on the number shown on the
back of your policy booklet. If you or anyone acting for you:
› Take all reasonable steps to recover missing › Make a claim under the policy knowing the claim
property. to be false or fraudulently exaggerated in any
› Take all reasonable steps to prevent further respect.
damage. › Make a statement in support of a claim knowing
the statement to be false in any respect or submit
Claims process a document in support of a claim knowing the
document to be forged or false in any respect.
If you telephone us, we will:
› Make a claim in respect of any loss or damage
› Take details of the loss. caused by your wilful act or with your connivance.
› Notify the loss to the insurer. Then:
› Where necessary arrange for someone to call › The insurer shall not pay the claim.
or contact you by phone as soon as possible to
discuss your claim. This person may be one of › The insurer shall not pay any other claim which has
the insurer’s own claims staff or an independent been or will be made under the policy.
Chartered Loss Adjuster. › The insurer may at their option declare the policy
void.
What you must do after making › The insurer shall be entitled to recover from you
your claim the amount of any claim already paid under the
policy since the last renewal date.
› Tell us and provide full details in writing
immediately if someone is holding you or your
› The insurer shall not make any return premium.
family responsible for damage to their property or › The insurer may inform the Police of the
bodily injury to them, and send to us immediately circumstances.
any writ, summons, letter of claim or other Should you have any query please contact us.
document.
› If requested send written details of your claim to us
within 30 days.
How the insurer settles
› Supply at your own expense, all reports, claims
certificates, plans, specification, information and
assistance that we may require. Lost property
Where property has been lost the insurer will
What you must not do replace with the closest possible match.
› Admit or deny any claim made by someone else Damaged property
against you or your family or make any agreement
with them. We or the insurer have the right to Where possible, damaged property will be repaired.
negotiate, settle or defend any such claim in your Where repair is not possible the property will be
name and on your behalf and take possession of replaced with the closest possible match.
the insured property and deal with salvage.
6
Where repair or replacement is not possible, the Other insurance policies
insurer will pay in cash the amount of the loss or
If any injury loss, or damage is covered by any other
damage.
insurance the insurer will not pay more than their
Where repair or replacement is possible but proportion.
under the circumstances the insurer considers it
appropriate to make a cash settlement, the sum
payable will reflect any discounts the insurer may General exclusions
have received if they had replaced the property.
These exclusions apply throughout
Cash payment your policy
Wherever cash payments are made, the sum payable The insurer will not pay for:
reflects the lost or damaged property at today’s
prices. Riot/Civil commotion
Any loss, damage or liability occasioned by or
Replacement happening through riot or civil commotion outside
Where replacement of property is arranged, the the United Kingdom, the Isle of Man or the Channel
insurer’s settlement cheque will be sent directly to Islands.
the supplier.
Sonic bangs
Matching items or areas and carpets Loss or damage by pressure waves caused by
Where loss or damage occurs and an exact repair aircraft and other aerial devices travelling at sonic or
or replacement is not possible the insurer will supersonic speeds.
endeavour to provide the closest match. If the lost or
damaged item or area matched others in the home, Reduction in market value
the insurer will only pay for the lost or damaged Any reduction in market value of any property
item or area. resulting from its repair or reinstatement.
An individual item of a matching set of articles or
suite of furniture or sanitary ware or other bathroom Confiscation
fittings is regarded as a single item. Any loss or damage or liability occasioned by or
Where carpeting is damaged beyond repair, only happening through confiscation or detention by
the damaged carpet will be replaced and not customs or other officials or authorities.
undamaged carpet in adjoining rooms or areas.
Radioactive contamination
Will a deduction be made for wear Loss or damage to any property or any loss or
and tear? expense resulting or arising therefrom or any
Contents - There will be a deduction for clothes, furs legal liability, directly or indirectly caused by or
and household linen. There will be no deduction for all contributed to by or arising from:
other contents provided they have been maintained › Ionising radiations or contamination by
in good repair and the sum insured represents the full radioactivity from any irradiated nuclear fuel or
value of the property (see General conditions on page from any nuclear waste from the combustion of
4 and Claims conditions on page 5). nuclear fuel.
Buildings - If repair or reinstatement is carried out
› The radioactive, toxic, explosive or other hazardous
there will be no deduction provided that the sum
properties of any explosive nuclear assembly or of
insured represents the full value of the property and
its nuclear component.
it has been maintained in good repair.
7
War risks Inflation protection
Any loss, damage or liability directly or indirectly
occasioned by or happening through or in To help protect you against the effect of inflation
consequence of war, invasion, acts of foreign the sum insured for contents or personal
enemies, hostilities or war-like operations (whether possessions and buildings may be increased at
war be declared or not), civil war, mutiny, civil the end of each month based on changes in the
commotion assuming the proportions of or following indices:
amounting to a popular rising, military rising,
insurrection, rebellion, revolution, military or usurped Contents/Personal possessions
power or martial law. The Consumer Durables section of the Retail Price
Index compiled by the Office of National Statistics.
Pollution/Contamination
Loss, damage, liability or bodily injury arising directly Buildings
or indirectly from pollution or contamination unless The House Rebuilding Cost Index compiled by the
caused by: Building Cost Information Service of the Royal
› A sudden and unforeseen and identifiable incident. Institution of Chartered Surveyors.
If an index becomes unavailable, the insurer will use
› Leakage of oil from a domestic oil installation at a suitable alternative index.
your home.
If an index should fall, the sums insured and
monetary limits will be maintained. There is no
Date change charge for this inflation protection at the time of the
1. Loss or damage to any computer or other monthly increase but at the next renewal of your
equipment, data processing service product, policy the premium will be based on the increased
microchip, micro processor, integrated circuit, sums insured.
embedded chip or similar device, computer
Although you have the benefit of inflation
software program or process or any other electrical
protection, you should not rely on this alone to
or electronic system directly or indirectly caused by:
keep the buildings and contents sum insured at
› Failure to correctly recognise data representing the correct level. The value of your buildings or
any calendar date in such a way that it does not contents may be growing faster than inflation -
work properly or at all. perhaps because of a new extension or acquired
› Computer viruses. items.
It is a condition of your policy to insure for the
2. Legal liability directly or indirectly arising from: correct sum - see page 4.
› Any computer or other equipment, data
processing service product, microchip, micro
processor, integrated circuit, embedded chip
or similar device, computer software program
or process or any other electrical or electronic
system failing to correctly recognise data
representing any calendar date in such a way
that it does not work properly or at all.
› Computer viruses.
Subsequent loss or damage or legal liability for
which cover is in force under this policy is not
affected.
8
Part A - Contents What contents are not covered?
standard cover a) Watercraft (which includes sailboards and
windsurfers) aircraft, caravans, trailers and
mechanically propelled vehicles (which includes
Your policy schedule will show if this section has motor cycles and children’s motor cycles and
been chosen. motor cars, quad bikes and children’s quad bikes)
but lawnmowers, garden implements, wheelchairs,
What are contents? models and toys are covered.
All of the following things are included provided that b) Parts, accessories, tools, fitted radios, cassette
they belong to you or your family or you or your players and compact disc players for the things in
family are legally responsible for them. (a) above.
c) Plants or any living creature.
Household goods
d) Property more specifically covered by any other
Tenants fixtures, fittings and interior decorations. insurance.
e) Documents other than as shown in cover 20.
Business equipment
f) Lottery tickets and raffle tickets.
Computer equipment, facsimile machines,
photocopiers, typewriters, word processors, g) Any part of the structure of the buildings other
telecommunication equipment, office furniture, and than fixtures and fittings for which you are
stock (not held for sale). It does not include tools or responsible as occupier.
business stock. h) Any loss, damage, legal liability, cost or expense of
any kind for any property, which you hold in trust
Personal effects or use in connection with any business, trade or
Clothes and articles of a strictly personal nature likely profession (other than business equipment).
to be worn, used or carried and also portable radios,
portable TVs, sports equipment and pedal cycles. It What is the most the insurer will pay?
does not include valuables or money. The insurer will not pay more in total than the sum
insured shown for contents in your policy schedule
Valuables for any one claim under causes 1-11 and covers 12,
Jewellery (including costume jewellery) articles of 13, 18, 28 and 29. The insurer will pay in addition
or containing gold, silver or other precious metals, amounts due under covers 14-17 and 19-27 up to
cameras (which includes video cameras and the limits shown.
camcorders), binoculars, watches, furs, paintings and The following limits apply:
other works of art, collections of stamps, coins and
medals.
› For any one valuable £2,500
› For any one claim 1/3 of contents for valuables
Money sum insured
Coins and bank notes in current use, postal orders,
› For money £500
postage stamps which are not part of a collection, › For frozen food £1,000
trading stamps, premium bonds, saving stamps › For any one pedal cycle £500
or certificates, luncheon vouchers, record, book › For credit cards £1,000
or similar tokens, money orders, travel tickets
including season tickets, petrol coupons, gift tokens, These are the standard limits, if you have increased
phonecards, pre-booked event and entertainment any of them the revised limits which apply to your
tickets and electronic money cards. policy will be shown in your policy schedule.
Inflation protection applies see page 8.
9
What is covered What is not covered
Loss or damage to your or your family’s The amount of the excess shown in the policy
contents while they are in the home by schedule for cover 4, where the excess is £250
the following causes: and for covers 25, 26 and 27.
1. Fire, smoke, explosion, lightning, earthquake. 1. Smoke damage arising gradually or out of
repeated exposure.
2. Storm or flood. 2. Loss or damage caused by:
a) Frost
b) Rising ground water levels.
3. Theft or attempted theft. Minimum security 3. a) Loss or damage while the home is
precautions endorsement may apply. unoccupied or unfurnished.
b) Loss where property is obtained by any
person using any form of payment which
proves to be counterfeit, false, fraudulent,
invalid, uncollectible, irrecoverable or
irredeemable for any reason.
c) Loss or damage caused by any person
lawfully in your home.
The insurer will not pay for the following
unless there has been forcible and violent
entry to or exit from the home:
i) Theft of pedal cycles.
ii) Theft of money.
iii) Loss or damage from the home if any
part is let, lent or sub let or occupied by
anyone but you or your family.
iv) Loss or damage from any part of the
home which is used for any business,
trade, profession or employment
purposes.
The insurer will not pay more than £5000
for any one claim for contents in a garage or
outbuildings.
4. Escape of water from: 4. Loss or damage while the home is unoccupied
a) A fixed: water installation, drainage or unfurnished.
installation or heating installation. The first £250 of any damage.
b) A plumbed in: washing machine, dishwasher,
water bed, refrigerator or deep freeze cabinet.
10
What is covered What is not covered
5. Escape of oil from a fixed oil-fired heating 5. Loss or damage while the home is unoccupied
installation including smoke and smudge or unfurnished.
damage by vaporisation due to a defective
oil-fired heating installation.
6. Malicious persons or vandals. 6. a) Loss or damage while the home is
unoccupied or unfurnished.
b) Loss or damage caused by you or your
family or any person lawfully in your home.
7. Riot, civil commotion, strikes, labour and
political disturbances.
8. Subsidence or ground heave of the site on 8. Loss or damage:
which the buildings stand or landslip. a) Resulting from coastal or riverbank erosion.
b) Caused by compaction of infill.
c) Caused by settlement, shrinkage or
expansion of the building.
d) Arising from defective design, defective
materials or faulty workmanship.
e) Occurring whilst the home is undergoing
demolition, structural alteration or structural
repair.
9. Collision by: 9. Loss or damage caused by:
a) Aircraft. a) Domestic pets.
b) Aerial devices. b) Insects.
c) Road or rail vehicles.
d) Animals
or anything dropped from them.
10. Falling trees or branches. 10. a) The cost of removal of the fallen tree or
branch.
b) Loss or damage caused during tree felling,
lopping or topping.
11. Breakage or collapse of: 11. Loss or damage of the items themselves.
a) Satellite dishes.
b) TV or radio aerials, aerial fittings or masts.
c) Lamp posts.
d) Telegraph poles.
e) Electricity pylons, poles or overhead cables.
11
What is covered What is not covered
12. Home entertainment equipment. 12. a) Mechanical or electrical breakdown or
Accidental damage to: failure.
a) Television sets and their aerials. b) Loss arising from the cost of remaking
b) Radios. any film, disc or tape or the value of any
c) Record players, compact disc players information contained on it.
and tape recorders. c) Damage caused by or in the process of
d) Video recorders (VCR’s). cleaning, maintenance, repair,
dismantling, altering or dyeing.
e) DVD players.
d) Loss or damage by chewing, scratching,
f) Home computers. tearing or fouling by domestic pets.
g) Cable/satellite/digital television e) Damage caused by wear and tear.
receivers.
f) Damage caused by rot, fungus, insects or
vermin.
g) Damage caused by the action of light or
any atmospheric or climatic condition.
h) Damage caused by any gradually
operating cause.
i) Accidental damage or contamination to
computers or computer equipment by:
i) Erasure or distortion of data.
ii) Accidental erasure or mislaying or
misfiling of documents or records.
iii) Viruses.
j) Damage to records, discs, cassettes and
tapes.
k) Damage to equipment not in or on the
home.
l) Damage to equipment designed to
be portable whilst being transported
carried or moved (e.g. laptops, computers,
portable compact disc players and
portable televisions).
13. Mirrors and glass. 13. Loss or damage while the home is
Accidental breakage of: unoccupied or Unfurnished.
a) Mirrors.
b) Fixed glass in and glass tops of furniture.
c) Ceramic hobs and ceramic tops of movable
cookers.
d) Glass oven doors.
12
What is covered What is not covered
14. Replacement of locks if keys are lost or stolen. 14. The cost of replacing keys and locks to a
The insurer will pay for the cost of replacing garage or outbuilding.
keys and locks or lock mechanism to: This cover can be found under both the
a) External doors and windows of the home. buildings and contents part. Where both
sections are in force the insurer will only pay
b) A safe within or an alarm protecting the under one part.
home following the loss of their keys.
The insurer will not pay more than £500 for
any one claim.
15. Liability for credit cards. 15. a) Any loss unless you or your family have
You or your family’s liability under the complied with the terms and conditions of
terms of any credit card, cheque card or cash the issuing authority.
dispenser card agreement as a direct result b) Any loss or claim due to accounting errors
of its theft from the home and following its or omissions.
unauthorised use by any person not related to The Insurer will not pay more than £1,000
or residing with you. for any one claim.
16. Accidental loss of oil and metered water. 16. Loss or damage while the home is
The insurer will pay for accidental loss of unoccupied or unfurnished.
domestic heating oil and metered water. The insurer will not pay more than £1,000
for any one claim.
17. Contents removed to the garden. 17. Loss or damage to:
Loss or damage by causes 1-11 to contents a) Valuables or money.
while in the open within the boundaries of b) Plants and trees.
the land belonging to the home.
The insurer will not pay more than £1,000
for any one claim.
18. Temporary removal. 18. Loss or damage:
Loss or damage by causes 1-11 to contents a) By theft unless it involves forcible and
temporarily removed from the home to: violent entry to or exit from a building.
a) Any bank or safe deposit. b) From a caravan, mobile home or motor
b) Any occupied private residence. home.
c) Any building where you or your family c) Outside the United Kingdom, the Isle of
are working or temporarily residing while Man or the Channel Islands by riot, civil
anywhere in Europe. commotion, strikes, labour and political
disturbances or malicious persons.
The insurer will provide insurance
protection for contents in the home The insurer will not pay more than 20%
during normal periods of unoccupancy, of the sum insured for contents for any
for example when you are on holiday. one claim.
However, if you are going away for 60
consecutive days or more or if the home
is to be vacated please tell us as this will
affect the terms of your policy.
13
What is covered What is not covered
19. Alternative accommodation. 19. The insurer will not pay more than 20% of the
While the home cannot be lived in because sum insured for contents for any one claim.
of loss or damage covered by this policy, the
insurer will pay for:
a) Rent payable for which you are legally
liable; or
b) The reasonable cost of comparable
alternative accommodation for you and
your family and your domestic pets.
20. Documents. 20. a) Property more specifically covered by any
Loss or damage by causes 1-11 to documents other insurance.
(other than money) whilst: b) Property used for business, trade,
a) Within the main building of the home; or profession or employment purposes.
b) Deposited for safe custody in any bank The insurer will not pay more than £250 for
safe deposit, bank or solicitor’s strongroom any one claim.
anywhere in the world.
21. Visitors personal effects. 21. The insurer will not pay more than £1,000 for
Loss or damage by causes 1-11 to visitors each visitor for any one claim.
personal effects while they are in the home.
22. Automatic 10% increase in sum insured for
gifts and provisions.
The contents sum insured is automatically
increased by 10% for gifts and provisions:
a) During the period of 1st December to
15th January.
b) During the period 30 days before and 30
days after your wedding day or that of a
member of your family.
23. Frozen food.
23. Loss or damage resulting from:
a) Loss or damage to food in the cold
a) The deliberate act of you or your family or
compartment of any refrigerator or deep
any electricity supplier.
freeze cabinet which is made unfit for
human consumption by: b) Strike, lock-out or industrial dispute.
i) A change in temperature. c) Property more specifically covered by any
other insurance.
ii) Contamination by refrigerant or
refrigerant fumes. d) Property used for business, trade,
profession or employment purposes.
b) The refrigerator or deep freeze cabinet
must be: The insurer will not pay more than £1,000
for any one claim.
i) In the home.
ii) Owned by or the responsibility of you or
your family.
14
What is covered What is not covered
24. Business equipment. 24. Loss or damage specifically excluded under
The insurer will pay up to £5,000 in total for Part A - contents standard cover.
loss or damage to Business equipment within
your home.
The most the insurer will pay for any one item
is £2,000.
25. Liability to domestic staff. 25. Legal liability to pay compensation from
Any amount that you or your family bodily injury (including death or disease)
become legally liable to pay as compensation sustained by any domestic staff when
(including claimant’s costs and expenses) domestic staff are:
for bodily injury or illness (including death a) Carried in or upon a vehicle.
or disease) of any domestic staff under a b) Entering or getting on to or alighting from
contract of service at the insured address with a vehicle where such bodily injury is caused
you solely for private domestic duties within by or arises out of the use by you or your
the United Kingdom, the Channel Islands and family of a vehicle.
the Isle of Man.
For the purpose of this exception the
expressions, “use” and “vehicle” have the
same meaning as the Road Traffic Act 1988
or similar legislation.
The insurer will not pay more than
£10,000,000 in respect of all compensation
(which includes costs and expenses agreed
by us in writing) for any claim or series of
claims arising from any one event or one
source or original cause.
26. Tenant’s liability. 26. Loss or damage to gates, hedges and fences.
Any amount up to 20% of contents sum Loss or damage if the home has been left
insured for any claims or series of claims unoccupied or unfurnished.
arising from any one event or one source
or original cause that you or your family
become legally liable to pay as tenant of the
home in respect of:
a) Damage to the buildings by any cause
specified under buildings standard cover
of this policy.
b) Accidental damage to any cable, pipe
(including any drain inspection cover) or
underground sewage tank providing a
service to the home.
c) Accidental breakage of fixed glass in:
› Windows › Doors
› Fanlights › Skylights
› Greenhouses › Conservatories
› Verandas
› Fixed ceramic hobs or hob covers
› Fixed sanitary ware and bathroom fittings. 15
What is covered What is not covered
27. Liability to the public. 27. Legal liability to pay compensation or costs
Any amount that you or your family arising from:
become legally liable to pay as compensation a) Any business, trade, profession or employment.
(including claimant’s costs and expenses) b) The transmission of any communicable
occurring in respect of accidental: disease or virus.
a) Death, bodily injury or illness of any person c) Any mechanically propelled vehicle
not an employee of either you or your (other than motorised gardening
family. equipment and wheelchairs).
b) Damage to property not belonging or d) Aircraft or watercraft (except models, toys
in the custody or control of you or your or any hand or foot propelled watercraft
family. under 5 metres in length, sailboards or
And arising from: surfboards) owned by or in the custody or
1. The occupation of the home (but not its control of you or your family.
ownership); or e) The ownership, possession or use of
2. The private pursuits of you or your family. an animal of a dangerous species or
specially controlled dog (as defined in the
Animals Act 1971 or any other legislation
(including subsequent legislation) of
similar intent if applicable) and any dog
specified under the Dangerous Dogs Act
(1991) or the Dangerous Dogs (Northern
Ireland) Order 1991 or any amending
legislation.
f) Any action for damages brought in a court
outside the United Kingdom, Isle of Man
and the Channel Islands.
g) Death or bodily injury (including disease
and illness) to you and your family.
h) A contractual obligation
i) The use of firearms other than sporting
guns used for sporting purposes.
j) The use of horses for racing,
steeplechasing or hunting.
k) The ownership, use or possession of any
caravan or trailer whilst being towed.
l) Criminal acts.
m) An assault, alleged assault or
a deliberate, wilful or malicious act.
The insurer will not pay more than
£2,000,000 (including costs) for any claim
or series of claims arising from any one
event or one source or original cause.
16
What is covered What is not covered
28. Downloaded information: 28. But not the cost of:
We will pay the cost of replacing information a) Remaking a film, tape or disc.
lost or damaged as a result of any cause b) Rewriting the information contained on your
listed in part A of this section that you home entertainment equipment.
may have purchased and stored on your
home entertainment equipment and The most we will pay for one claim will be
mobile phones. £3,000.
17
Part B - Contents
additional cover
Your policy schedule will show if this extension
has been chosen.
What is covered What is not covered
1. Accidental loss or damage to contents whilst in 1. Accidental loss or damage:
the home. a) Specifically excluded under Part A - contents
standard cover.
b) More specifically covered elsewhere in this policy.
c) By any gradually operating cause.
d) By wear and tear.
e) By chewing, scratching, tearing or fouling by
domestic pets.
f) By rot, fungus, insects or vermin.
g) Caused by or in the process of cleaning,
maintenance, repair, dismantling, restoring,
altering, dyeing or washing.
h) By the action of light or any atmospheric or climatic
condition.
i) By mechanical or electrical breakdown or failure.
j) Arising directly or indirectly from depreciation in
value.
k) Arising from the cost of remaking any film disc or
tape or the value of any information contained on it.
l) 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
m) To food, drink and plants.
n) To contact lenses.
o) While the home is unoccupied or unfurnished.
2. House removal: 2. Accidental loss or damage:
Accidental loss or damage to contents whilst a) To money.
in the course of removal by professional b) To china, glass, porcelain or any other item of
removal contractors from the home to any earthenware unless packed by professional
new private residence within the United Kingdom removal contractors.
or the Channel Islands or the Isle of Man.
c) To jewellery.
d) During sea transit.
e) Whilst the contents are in storage.
18 f) By mechanical or electrical breakdown or failure.
Part C - Personal Money
possessions Coins and bank notes in current use, postal orders,
postage stamps which are not part of a collection,
trading stamps, premium bonds, saving stamps
Inflation protection applies see page 8. or certificates, luncheon vouchers, record, book
or similar tokens, money orders, travel tickets
What are personal possessions? including season tickets, petrol coupons, gift tokens,
All of the following things are included provided that phonecards, pre-booked event and entertainment
they belong to you or your family or you or your tickets and electronic money cards.
family are legally responsible for them and they are
mainly used for private purposes. What is the most the insurer will pay?
The insurer will not pay more in total than the sum
Personal effects insured shown for Personal possessions in your
Clothes and articles of a strictly personal nature policy schedule for any one claim under this section.
likely to be worn, used or carried and also portable NB: The sum insured under this section is included
radios, portable TVs and sports equipment. It does within the sum insured for contents standard cover
not include valuables or money. and is not in addition to it. The following limits apply:
Valuables › For money £500
Jewellery (including costume jewellery) articles of
› For credit cards £1,000
or containing gold, silver or other precious metals, › For any one pedal cycle £500
cameras (which includes video cameras and › For any one valuable £2,500
camcorders), binoculars, watches, furs, paintings and These are the standard limits. If you have increased
other works of art, collections of stamps, coins and any of them the revised limits which apply to your
medals. policy will be shown by endorsement in your policy
schedule.
What is covered What is not covered
1. Loss or damage to valuables, money and 1. The amount of the excess shown in the policy
personal effects belonging to you or your schedule.
family whilst: The insurer will not pay for loss or damage:
a) Anywhere in Europe, Jordan, Madeira, a) Arising from the cost of remaking any film,
the Canary and/or Mediterranean Islands disc or tape or the value of any information
and those countries bordering the contained on it.
Mediterranean; or
b) Caused by or in the process of cleaning,
b) Anywhere in the world for up to 60 days maintenance, repair, dismantling, restoring,
during any period of insurance. altering, dyeing or washing.
c) Caused by chewing, scratching, tearing or
fouling by domestic pets.
d) Caused by rot, fungus, insects or vermin.
e) Caused by any gradually operating cause or
wear and tear.
19
What is covered What is not covered
f) By theft from unattended road vehicles
unless contained in a locked concealed luggage
boot, concealed luggage compartment or glove
compartment following forcible and violent entry
to a securely locked vehicle.
g) To items not in the care, custody, or control of you
or your family or an authorised person.
h) Caused by theft or attempted theft from an
unlocked hotel room.
i) Arising directly or indirectly from depreciation in
value.
j) By mechanical or electrical breakdown or failure.
k) To watercraft (which includes sailboards and
windsurfers) aircraft, caravans, trailers and
mechanically propelled vehicles (which includes
motorcycles and children’s motorcycles and motor
cars, quad bikes and children’s quad bikes) but
lawnmowers, garden implements, wheelchairs,
models and toys are covered.
l) To parts, accessories, tools and fitted radios,
cassette players and compact disc players for the
things excluded in (k) above.
m) To any property used for business, trade or
profession or employment purpose.
n) By theft of any unattended pedal cycle unless in a
locked building or secured by a suitable locking
device to a permanent structure or a motor vehicle.
o) To plants or any living creature.
p) To documents.
q) To contact lenses.
r) Where property is obtained by any person using
any form of payment which proves to be
counterfeit, false, fraudulent, invalid, uncollectible,
irrecoverable or irredeemable for any reason.
s) Specifically provided for elsewhere in this policy.
20
What is covered What is not covered
t) 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.
u) To personal possessions left in your home after
the home is left unoccupied or unfurnished.
v) To property more specifically insured by any other
insurance.
w) To lottery tickets and raffle tickets.
x) To sports equipment while in use.
y) To pedal cycles used for races, time trials and
competitions and while practising for them.
z) For thefts not reported to the Police.
The insurer will not pay more than £1,000 for any one
claim following theft from an unattended road vehicle.
2. Your or your family’s liability under the terms 2. Any loss or claim:
of any credit card or cash dispenser card a) Unless you and your family have complied with
agreement as a result of its unauthorised use the terms and conditions of the issuing authority.
by any person not related to or residing with
b) Due to accounting errors or omissions.
you or your family.
21
Part D - Buildings
standard cover
Your policy schedule will show if this section has
been chosen.
What is the most the insurer will pay?
The insurer will not pay more in total than the
sum insured shown for buildings in your policy
schedule for any one claim under causes 1-11 and
covers 13, 14, 17, 19 and 21. The insurer will pay in
addition amounts due under covers 12, 15, 16, 18
and 20 up to the limits shown.
Inflation protection applies see page 8.
What is covered What is not covered
Loss or damage to the buildings by the following The amount of the excess shown in the policy
causes: schedule (increased for cause 4). Not applicable
1. Storm or flood. to cover 20.
1. Loss or damage:
a) By subsidence, ground heave or landslip.
b) To gates, hedges, fences, drives or paths.
c) To radio or television aerials.
d) By frost.
e) Caused by rising ground water levels.
2. Escape of water from: 2. Loss or damage:
a) A fixed: a) While the home is unoccupied or unfurnished.
› Water installation. b) By subsidence, ground heave or landslip.
› Drainage installation. c) By rot of any kind.
› Heating installation. Damage caused by the escape of water is
b) A plumbed in washing machine, plumbed in covered but damage to the items themselves
dishwasher, water bed, refrigerator or deep is only covered if an insured cause or cover is
freeze cabinet. operative.
The insurer will also pay the necessary and The first £250 of any damage.
reasonable costs that you incur in locating the
source of the damage including the
reinstatement of any wall, floor or ceiling
removed or damaged during the search for
the leak but the insurer will not pay more than
£5,000 for any one claim.
22
What is covered What is not covered
3. Escape of oil from a fixed oil-fired heating 3. Loss or damage while the home is unoccupied
installation including smoke and smudge or unfurnished.
damage by vaporisation due to a defective oil- Damage caused by the escape of oil is covered
fired heating installation. but damage to the installation is only covered if
The insurer will also pay the necessary and an insured cause or cover is operative.
reasonable costs that you incur in locating
the source of the damage including the
reinstatement of any wall, floor or ceiling if
removed or damaged during the search for
the leak but the insurer will not pay more than
£5,000 for any one claim.
4. Subsidence or ground heave of the site on 4. The first £1,000 of any damage.
which the buildings stand or landslip. Loss or damage:
Damage to your home caused by the ground a) Caused by normal settlement, shrinkage
moving is covered whether this movement is or expansion or bedding down of new
downwards due to subsidence, upwards due to structures, settlement or movement of made
heave or sideways due to landslip. up ground.
Subsidence is the downward movement b) Resulting from coastal or river bank erosion.
of a building foundation caused by loss of
support of the site beneath the foundations. c) Arising from construction, structural
This is usually associated with volumetric alteration or repair or demolition or ground
changes in the subsoil and is covered by works or excavation.
the policy. Settlement is movement due to d) Arising from the use of defective materials,
the distribution or re-distribution loading defective design or faulty workmanship.
and stresses within the various elements e) To boundary and garden walls, terraces,
of construction. This usually occurs in the gates, hedges and fences, paths and drives,
early stages of the life of the building is not patios, tennis hard courts, swimming pools
normally a continuing problem, and is not unless the home has been damaged at the
covered by the policy. same time by the same cause.
f) To or resulting from movement of solid
floor slabs and non-load bearing walls unless
the foundations beneath the load bearing
walls of the home are damaged at the same
time by the same cause.
g) To the buildings caused by the action of
chemicals on or the reaction of chemicals
with any materials which form part of the
buildings.
5. Theft or attempted theft. 5. a) Loss or damage while the home is
unoccupied or unfurnished.
b) Loss or damage caused by you or your
family or any person lawfully in your home.
23
What is covered What is not covered
6. Collision by: 6. Loss or damage caused by:
a) Aircraft. a) Domestic pets.
b) Aerial devices. b) Insects.
c) Road or rail vehicles.
d) Animals.
Or anything dropped from them.
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 or topping.
8. Breakage or collapse of: 8. Loss or damage to the items themselves.
a) Satellite dishes. Certain items may be covered under Part A
b) TV or radio aerials, aerial fittings or masts. - contents standard cover.
c) Lamp posts.
d) Telegraph poles.
e) Electricity pylons, poles or overhead cables.
9. Fire, smoke, explosion, lightning, earthquake. 9. Smoke damage arising gradually out of
repeated exposure.
10. Malicious persons or vandals. 10. a) Loss or damage while the home is
unoccupied or unfurnished.
b) Loss or damage caused by you or your
family or any person lawfully in your home.
11. Riot, civil commotion, strikes, labour and
political disturbances.
12. Debris removal and building fees. 12. The insurer will not pay more than 12.5 % of
Necessary expenses for rebuilding or repairing the sum insured for buildings for any one claim.
the buildings as a result of damage covered
by buildings standard cover for:
a) Architect’s, surveyor’s, consulting engineers
and legal fees.
b) The cost of clearing debris from the site or
demolishing or shoring up the building.
c) The cost to comply with government or
local authority requirements.
24
What is covered What is not covered
13. Service pipes and cables. 13. If it is discovered that the cause is not
Accidental damage to: accidental damage then unless one of the
other causes is operative there will be no
a) Cables. cover.
b) Drain inspection covers.
c) Underground drains, pipes or tanks
providing services to or from the home and
for which you are legally responsible.
The insurer will also pay the necessary and
reasonable costs that you incur in locating
the source of the damage including the
reinstatement of any wall, drive, fence or path
removed or damaged during the search but
the insurer will not pay more than £5,000 for
any one claim.
14. Glass and sanitary ware. 14. a) Loss or damage while the home is
Accidental breakage of fixed glass in: unoccupied or unfurnished.
b) Damage to property that does not form
› Windows. part of the home.
› Doors. c) Malicious damage caused by you or your
› Fanlights. family or any person lawfully in your home.
› Skylights.
› Greenhouses.
› Conservatories.
› Verandas.
› Fixed ceramic hobs or hob covers.
› Fixed sanitary ware and bathroom fittings.
15. Replacement of locks. 15. The cost of replacing keys and locks to a
The insurer will pay for the cost of replacing garage or outbuilding.
keys and locks or lock mechanism to: This cover can be found under both the
a) External doors and windows of the home. buildings and contents sections. Where both
sections are in force the insurer will only pay
b) A safe within or an alarm protecting the under one section.
home following the loss of their keys.
The insurer will not pay more than £500 for
any one claim.
25
What is covered What is not covered
16. Alternative accommodation. 16. This cover can be found under both the
While the home cannot be lived in because of buildings and contents sections. Where both
loss or damage covered under this policy the sections are in force the insurer will only pay
insurer will pay for: under one section.
a) The reasonable increased cost of The insurer will not pay more than 20% of the
alternative comparable accommodation for sum insured for buildings for any one claim.
you, your family and your domestic pets;
or
b) The amount of rent you and your family
lose.
17. Emergency entry.
Loss or damage to the buildings caused if
the fire, police or ambulance service has to
force an entry to the buildings because of an
emergency involving you or your family.
18. Occupation by squatters. 18. The insurer will not pay more than £10,000
The insurer will pay the cost of reasonable for any one claim.
comparable alternative accommodation for
you, your family and domestic pets while
your home is occupied by squatters.
Legal fees necessarily incurred in repossessing
your home may also be covered if you have
selected Family Legal Protection (Part F). This
will be shown on your policy schedule.
19. Contracting purchaser.
If you have contracted to sell the home the
purchaser shall have the full protection of
your policy in respect of the building up to
the date of completion of the purchase as
long as the home is not covered by any other
insurance.
26
What is covered What is not covered
20. Property owner’s liability. 20. Your legal liability to pay compensation
Any amount that you or your family become arising directly or indirectly from:
legally liable to pay as compensation a) An agreement which imposes a liability on
(including claimant’s costs and expenses) you which you would not be under in the
arising from your ownership (but not absence of such agreement.
occupation) of the premises which causes b) The use or occupation of the home for any
accidental bodily injury (including death or business, trade, profession or employment.
disease) to any person or damage to property:
c) Death or bodily injury, illness or disease
a) Solely as owner (not as occupier) of the to any person who is a member of your
building. family residing with you or any person
b) In connection with any previous private under a contract of service.
residence which you owned and occupied, d) Damage to property belonging to or under
and incurred by reason of section 3 of the the control of you or a member of your
Defective Premises Act 1972 or section family permanently residing with you.
5 of the Defective Premises (Northern
Ireland) Order 1975, provided that you e) Death, bodily injury or damage caused
had disposed of all legal title and interest by lifts, hoists or vehicles other than
at the time of any such occurrence. motorised gardening equipment.
If you cancel or do not renew Part D of your f) The cost of rectifying any fault or alleged
policy following sale of your home the cover fault.
provided by paragraph (b) for your present g) If you are entitled to indemnity under
home will continue for seven years after this another insurance policy.
part expires. The insurer will not pay more than £2,000,000
(including costs and expenses agreed by the
insurer in writing) for any claim or series of claims
arising from any one event or one source or
original cause.
27
Part E - Buildings
accidental damage
What is covered What is not covered
Accidental damage to the buildings. Accidental damage:
a) Specifically excluded under Part D
- Buildings standard cover.
b) More specifically covered elsewhere in this
policy.
c) By frost.
d) By wear and tear or gradually developing
deterioration, settlement or shrinkage of the
buildings.
e) By vermin, insects, fungus, wet or dry rot.
f) By chewing, scratching, tearing or fouling by
domestic pets.
g) By mechanical or electrical breakdown or
failure.
h) Arising from the alteration or extension
of the buildings or the cost of maintenance
or routine decoration.
i) Arising from faulty workmanship, defective
design or use of defective materials.
j) Whilst the home is unoccupied or
unfurnished.
k) Occurring whilst the buildings or any part of
them are let or lent.
l) Any excess shown in the policy schedule.
28
Part F - Family Legal Court
Protection Means a court, tribunal or other appropriate authority.
Disbursements
Your policy schedule will indicate if you have
taken out cover under this part of the policy, Money that your authorised representative has
which is underwritten by Ultimate Insurance spent on your behalf in dealing with your case
Solutions Limited on behalf of certain underwriters including the fees of any expert witness. These
at Lloyd’s. (Each underwriter is only liable for its amounts are different from your authorised
share of the risk and not for each other’s share. You representative’s own fees and will be shown as a
may ask for the names of the underwriters and the separate item on their bill.
share of the risk each has taken on). In the event
of us accepting your claim under this insurance, Event/Cause
Ultimate will appoint a legal firm of their choice The incident or the start of a number of connected
or their agents to handle your case. You are not incidents which occur during the period of cover
covered for any other professional costs unless and which may lead to you making a claim.
court proceedings are to be issued.
To decide when the maximum limit of cover has been
Statement of demands and needs reached we will treat all events that result from the
This Part of the policy meets the demands and same cause or at the same time as one event. This
needs of customers who wish to purchase an does not apply for disputes about your employment
insurance product to cover the professional costs contract where event means the earlier of the:
arising from an event or cause occurring in the › Effective date of termination.
territory during the period of insurance involved › Date of the commencement of any disciplinary
in either: process which culminates in a dismissal.
a) Pursuing a claim: › Date of other sanction(s) being imposed on your
i) As a consumer to recover losses; and/or contract of employment.
ii) Concerning your rights as owner of your home; › Date of you raising any grievance or complaint
and/or with your employer.
iii) For an accident causing personal injury; and/or
Expert witness
iv) For a claim for unfair dismissal; and/or
A suitably qualified person who has special skill or
b) Defending a claim as a consumer.
technical or professional knowledge (for example
a doctor or a surveyor) and whose opinion can be
Definitions of words Used: given as evidence in court.
The words that are set out below have meanings
that only apply to this section of your policy. To help Goods
you identify these words they have been printed in
Items you own or which you can use, or have
bold throughout.
possession or custody of. However, this does not
include:
Arbitration
› Motorised vehicles or parts of them or servicing,
A meeting held in private to settle a dispute about repairing or maintenance of them.
the policy. This is less formal than a court hearing.
› Land, buildings.
Authorised representative › Items used for business purposes.
The solicitor, representative or other suitably
qualified person appointed by us to act for you.
29
Home Service(s)
The total area of the plot described in the title deeds, The provision of service(s) for which you have
including buildings used for domestic purposes at engaged a suitably qualified contractor. This does
the address shown in your policy schedule. not include service(s) relating to:
› Motorised vehicles or their parts or servicing,
Legal proceedings repairing or maintenance of them.
Means pursuit or defence of a claim for damages, › Land or buildings.
specific performance or injunction, either by
› Items used for business purposes.
negotiation or by civil, tribunal or arbitration in respect
of any matter covered under this policy. The pursuit
or defence must be approved in advance by us. Territory
Means Great Britain, Northern Ireland, the Isle of
Offer to settle Man and the Channel Islands.
Means an offer to settle made under Part 36 of the
Civil Procedure Rules. We/Us/Our
Ultimate Insurance Solutions Limited (FSA
Partner Registration 311649), The Connect Centre, Kingston
Crescent, North End, Portsmouth, Hants PO2 8DE
Your legally married spouse or your registered civil
(Home State; United Kingdom) on behalf of certain
partner under the Civil Partnership Act 2004, who
underwriters at Lloyd’s (FSA 202761) One Lime
permanently lives with you, or a person who is living
Street, London EC3M 7HA (Home State; United
with you and has been for at least 6 months and the
Kingdom). Both are authorised and regulated by the
relationship is in the nature of a marriage although it
Financial Services Authority.
has not been legally formalised.
Ultimate Insurance Solutions Limited is a Lloyd’s
Period of Insurance Coverholder who has been granted authority to
accept insurance and to handle and authorise claims
The dates shown in the policy schedule. under this Part of the policy.
Policy You/ Your/ Insured person
Your policy booklet, including your most recent The person or categories of persons specified
policy schedule. in the policy schedule, as well as your partner,
children under the age of 21 (including adopted or
Professional costs step children), parents and parents-in-law, who all
Subject to the limit of £50,000 per claim, your permanently live with you in your home.
professional adviser’s reasonable, proportionate and
unrecovered legal fees, costs and disbursements Period of Insurance
which we have agreed or the costs of any other legal The dates shown in the policy schedule.
fees, costs and disbursements of any other people
involved in the legal proceedings if you have to
pay those costs. This includes legal fees, costs and
disbursements following an out of court settlement
to which we have agreed.
Policy Schedule
The document attached to your policy which details
the cover you have chosen and paid for.
30
What the insurance The claim must be for:
› Damages; or
covers › Specific performance of a contract; or
Pursuit of a claim › An injunction; and
We must have approved the pursuit or defence at
1. We will pay up to £50,000 for each event
each stage, in advance.
which occurs during the period of cover, within
the territory, where legal expenses are incurred
in pursuing civil proceedings in the civil courts, Jury Service
tribunal and arbitration proceedings and appeals 3. We will make a financial payment to you if you
which arise provided that the reasonableness are required to attend Jury Service. The amount of
and proportionality tests are satisfied for any of the payment will be calculated as follows:
the following: For each working day (meaning a day you would
a) Your death or personal injury arising from any normally attend work) when you are unable to
sudden and unforeseen event, except where attend work as a result of the Jury Service, we will
the event or cause occurs either as a result of make a payment equal to:
alleged medical negligence or causes the onset 1/250th of your annual salary on the first day of
of an industrial disease or occurs gradually over Jury Service if you are employed full time;
a period of time.
or a proportionate amount starting on the
b) Disputes involving the purchase or hire of eleventh day of Jury Service based on the number
goods or services for your private use, where of days normally worked by you if you are
the sum in dispute is £125 or more. employed part time.
c) Disputes that relate to your ability to exercise A deduction from the payment will be made
the legal possession of your home. You must representing the amount you are entitled to claim
be legally entitled to live in your home. There from the court, tribunal or employer whether or
is no cover if the event occurs within the not such amount is recovered.
first 120 days of your cover under this section
No payment will be made for the first 10 days of
commencing. This does not apply if you
Jury Service.
renew this section of your policy provided
there is continuous cover.
What is not covered:
d) A dispute with your employer (excluding all
types of discrimination disputes or claims) 1. Appeals unless you have notified us in writing of
over your contract of employment following your wish to appeal at least ten working days
the termination of the contract. There is no before the deadline for giving notice of any such
cover if the event occurs within the first 120 appeal expires and our approval has been obtained.
days of your cover under this section 2. Claims and defences which, in our opinion, do not
commencing. This does not apply if you have a reasonable chance of success or, in the
renew this section of your policy provided case of claims for damages where in our opinion,
there is continuous cover. there is not a reasonable chance of successfully
recovering a large part of the damages awarded.
Defence of a claim Cover may be refused or discontinued if such
prospects do not, or no longer, exist.
2. We will pay up to £50,000 for each event which
occurs during the period of cover, within the 3. Professional Costs:
territory where legal expenses are incurred in
defending a claim which is due to a dispute over a) Incurred before we have confirmed acceptance
a contract for buying, selling or renting goods or of the claim in writing and/or incurred without
services, if the amount in dispute is more than £125. our approval or authority
b) Exceeding any amount approved by us;
31
c) Incurred following a payment into court or a) Any sickness, disease or naturally occurring
offer to settle by a third party unless we condition or degenerative process relating to
authorised you in writing to continue with the you;
claim after the payment into court or offer to b) Any allegation of your dishonesty or violence
settle or you are ultimately awarded or settle by you or any deliberate or criminal act or
for more than the amount of the payment in or omission by you;
offer to settle;
c) Any reckless conduct by you;
d) Incurred if you withdraw instructions from
the authorised representative or from the d) Subsidence, mining, quarrying;
legal proceedings unless we approve such e) Patents, copyrights, trademarks, merchandise
withdrawal; marks, registered designs, intellectual or artistic
e) Incurred in the pursuit of a claim or defence property, secrecy and confidentiality
where you act fraudulently or mislead us or the agreements;
authorised representative; f) Libel or slander or malicious falsehood;
f) Incurred for any expert witness unless g) Divorce, matrimonial matters, cohabitation,
previously approved by us; custody, access, maintenance or affiliation;
g) Incurred where you are responsible for h) Any works by or under the order of any
unreasonable delay which is prejudicial to the government or public or local authority;
claim or where you fail to give proper i) The Equal Pay Act 1970 or any amending
instructions in due time to us or the authorised legislation;
representative;
j) A dispute between a landlord and tenant;
h) Incurred where you pursue a claim without our
k) A dispute with a rating authority on rateable
consent or in a different manner from that
values;
advised by the authorised representative.
l) Planning law including town and country
i) Incurred in avoidable or unnecessary
planning legislation;
correspondence.
m) Any investigation by Her Majesty’s Revenue and
j) All costs associated with any internal disciplinary
Customs (HMRC);
or grievance proceedings relating to your
contract of employment. n) Any claim where you enter into Conditional Fee
Arrangement with an authorised representative;
k) Legal expenses, fines or other penalties
incurred in connection with any proceedings o) A lease or licence to occupy land or property;
or investigation by the Police or a criminal court. p) Legal proceedings where a reasonable
h) Any event, dispute or cause of action we estimate of your total professional costs is
reasonably believe you knew was likely to be greater than the amount in dispute
grounds for a claim or that happened before q) Legal expenses where we are not reasonably
you took out this policy. sure that the defendant has sufficient assets to
i) Your business, trade or profession, unless meet any judgement
the claim relates to the breach of your contract r) Any agreement to sell, hire or buy goods or
of employment, your death or personal. services before you took out this policy.
4. Claims against us, or claims by you against any s) Any claim relating to loans, mortgages,
other person covered under this policy. pensions, investments or borrowing.
5. Claims relating to matters for which you are or 7. Your travelling expenses, subsistence allowances
would, but for the existence of this policy, be or compensation for absence from work.
entitled to indemnity under any other policy. 8. Applications for Judicial Review.
6. Claims directly, or indirectly caused by,
contributed to by or arising from:
32
General Conditions 4. During the course of the claim we will have the right
of direct access to the authorised representative.
1. To make a claim you must: 5. We shall not provide cover under this part of the
policy if you make a false declaration when
a) Notify us of the claim in writing as soon as
applying for cover.
reasonably possible and in any event within 180
days of the event or cause leading to the claim. 6. You shall take all reasonable steps to prevent any
occurrence, which may give rise to a claim under this
b) Commence any legal proceedings within the
part of the policy.
appropriate limitation period.
7. You shall forward any accounts for professional
c) In the case of a claim for cover for Jury Service,
costs as soon as they’re received and, if required
notify us immediately on receipt of the notice
to do so by us, shall have such professional costs
requiring Jury Service attendance, complete
taxed, assessed or audited by the appropriate court
and return any claim form within 14 days of
or authority.
completion of the Jury Service and provide us with
such information and documentation as we may 8. We may take over and conduct the claim and may,
reasonably require. subject to your interest, settle the claim in your
name.
2. On receipt of a claim under this part of the policy
we will evaluate the claim, advise on the steps you 9. This part of the policy is governed by the laws
should take to pursue the claim and, where of England and Wales, unless you and we agree
appropriate, appoint an authorised otherwise and the agreement has been put in
representative. writing by us.
If the claim is not settled by negotiation and 10. The parties do not intend any terms of this
proceedings are necessarily issued, you do not agreement to be enforceable pursuant to the
have to continue to instruct the authorised Contracts (Rights of Third Parties) Act 1999.
representative nominated by us and may propose 11. All communication under this part is to be
another authorised representative. conducted in English.
If we and you are unable to agree on a suitable
authorised representative, we will ask the Your right to cancel
Law Society to name a further authorised You have the right to cancel this part of the policy
representative. We and you must accept the within 14 days of the date on which you received the
Law Society’s nomination. In the meantime, we may policy documents. You will receive a full return of the
appoint an authorised representative to act on premium paid, unless you have made a claim within
behalf of you to safeguard your interests. that period in which case the full premium is due to be
3. During the course of the claim you must: paid by you.
a) Co-operate at all times in the completion of If you cancel this part after this period, you will not
any necessary documentation or provision of be entitled to any refund of premium. If you cancel
information and instructions requested either by your Household Insurance policy, the Family Legal
us or by the authorised representative. Protection part will be cancelled at the same time.
b) Not do anything which may prejudice your case To cancel this part of the policy, please write to:
or our position in respect of the claim. The Administrator
c) Take all available steps to recover the BDML Connect Limited
professional costs in the legal proceedings. The Connect Centre
d) Notify us of any settlement offer made before Kingston Crescent
accepting it. Portsmouth
PO2 8QL
33
How to make a claim Complaints Department
Lloyd’s
One Lime Street
1. If you wish to make a claim please telephone our
London
legal department on 01775 764 181.
EC3M 7HA
2. If our legal department believe you have a valid
Telephone: 020 7327 1000
claim they will attempt to resolve the matter.
However if funding is required they will: Fax: 020 7327 5225
› Validate your cover. Email: complaints@Lloyds.com
› Ask you to complete a Statement of Fact. 3. Should you remain dissatisfied you may ask the
Financial Ombudsman Service to review your case.
› Apply to us for funding. The Ombudsman can be contacted at the following
3. Once they have all documents and authorisation address:
from us they will commence further action. Any Financial Ombudsman Service
costs/disbursements incurred prior to funding being South Quay Plaza
authorised by us will not be covered, and you will not 183 Marsh Wall
be covered for any other professional costs unless London
court proceedings are issued. E14 9SR
4. You may also write to us at: Telephone: 0845 080 1800
Ultimate Insurance Solutions Limited Nothing within this procedure affects your right to
5th Floor legal action.
Connect Centre
Kingston Crescent Financial Services Compensation
Portsmouth
Scheme (FSCS)
PO2 8DE
We are covered by the Financial Services
When we or the authorised representative send
CompensationScheme (FSCS). You may be entitled
letters to you, we will send them to your address
to compensation from the scheme if we cannot meet
shown on your Household Statement of Insurance.
our obligations. This depends on the type of business
and the circumstances of the claim. Insurance
Making a complaint business is covered for 100% of the first £2,000 and
If you have a complaint about this part of the policy 90% of the remainder of the claim, without any upper
please follow the steps below: limit. For compulsory classes of insurance, insurance
1. Write to: business is covered for 100% of the claim without any
upper limit. Further information about compensation
The Complaints Officer
scheme arrangements is available from the FSCS on
Ultimate Insurance Solutions Limited
www.fscs.org.uk
The Connect Centre
Kingston Crescent
Portsmouth
PO2 8DE
2. Your Legal Expense Insurance is underwritten by
Lloyd’s (if you have this cover, this will be shown in
your policy schedule), if you remain dissatisfied
you can then ask the complaints department at
Lloyd’s to review your case prior to escalation to the
Ombudsman. The address is:
34
Part G – Welcome To Problems
DAS Home Assistance We will always try to give you a quality service. If
you think we have let you down, please write to our
Customer Relations Department at our Head Office
You policy schedule will indicate if you have taken address shown below. Or you can phone us on 0117
out a DAS Home Assistance policy. 934 0066 or email us at: customerrelations@das.co.uk.
To make sure you get the most from your DAS cover, Details of our internal complaint handling procedures
please take the time to read this policy, which explains are available on request.
the contract between you and us. If you have any
questions or would like more information, please
Our Head and Registered Office is:
contact your insurance adviser. DAS Legal Expenses Insurance Company Limited
DAS House
How we can help Quay Side
Temple Back
Once you have given us details of your claim and
Bristol
we have accepted it, we will arrange for one of our
BS1 6NH
approved contractors to assist you as quickly as
possible. Registered in England and Wales, number 103274
To make a claim under your policy, please www.das.co.uk
telephone us on 0800 917 6244 straight away DAS Legal Expenses Insurance Limited is authorised and
and provide the following information: regulated by the Financial Services Authority.
› Your name and the home address including If you are still not happy, you can contact the Insurance
postcode. Division of the Financial Ombudsman Service at:
› The nature of the home emergency. South Quay Plaza
183 Marsh Wall
We will tell you what to do next. The telephone line is
London
available 24 hours a day. Before requesting assistance
E14 9SR
please check that the circumstances are covered by this
policy. Tel: 0845 080 1800.
It is important that you contact our assistance operation www.financial-ombudsman.org.uk
centre as soon as possible after the home emergency
and within 48 hours of becoming aware of the problem. The meaning of words in this policy
Please note that remote locations and unforeseeable 1. We, us, our
adverse weather conditions may affect normal standards DAS Legal Expenses Insurance Company Limited.
of service.
2. You, your
All telephone calls to us are monitored and recorded as The person who has taken out this policy.
part of our training and quality assurance programmes.
3. Insured person
By using this service you are agreeing to us recording
You and any person who lives in or is staying at
your call.
your home.
When we cannot help 4. Home
We cannot help in any major emergency which could Your home as identified on your policy schedule of
result in serious risk to you or substantial damage to insurance (having no more than 15 rooms) situated
your home. In this situation, you should immediately within the United Kingdom of Great Britain and
contact the Emergency Services and any company that Northern Ireland, the Isle of Man and the Channel
supplied the service. Islands.
We will not pay any claim unless we have given our
agreement, or if there is no one at home when our
approved contractor arrives.
35
5. Home emergency b) Main heating system
A sudden unforeseen event which requires The sudden failure to function of the main heating
immediate corrective action to: system in your home.
a) Prevent damage or further damage to your home; or c) Domestic power supply
b) To make your home safe or secure; or The failure of the domestic electricity, or domestic
gas supply, but not the failure of the mains supply.
c) Alleviate unreasonable discomfort, risk or difficulty
to any insured person. d) Toilet unit
Impact damage to, or mechanical failure of, the toilet
6. Period of cover bowl or cistern in your home which results in
The period as identified on your policy schedule of complete loss of function.
insurance.
e) Home security
7. Main heating system Damage to, or the failure of, external doors, windows
The main hot water or central heating system or locks which compromises the security of your
in your home. This includes pipes which connect home.
components of the system but not cold water supply
or drainage pipes. This does not include any non- f) Lost keys
domestic heating or hot water systems or any form The loss of the only available set of keys to your
of solar heating. home if you cannot replace them, or gain normal
access.
8. Plumbing and drainage
The cold water supply and drainage system within
the boundary of your home and for which you are
What is not covered by this policy
legally responsible. This does not include pipes: 1. Any claim following an insured incident which
happens during the first 48 hours from the start of
› Which connect components of the heating system; or your period of cover if you take out this policy at a
› For which your water supply or sewerage company different time from any other related agreement.
are responsible. 2. Any incident or matter arising before the start of this
policy.
Cover 3. Any normal day-to-day home maintenance which
1. Your policy only covers you if you have paid your an insured person should carry out or pay for (such
premium. We agree to provide the insurance in as servicing of heating and hot water systems) and
this policy, keeping to the terms, conditions and the replacement of parts that tend to gradually wear
exclusions as long as the home emergency happens out over a period of time or need regular attention.
during the period of cover.
4. The cost of redecorating, or cosmetic repairs to parts
2. If the service you need is not provided under these or equipment in your home.
terms, we will try (if you wish) to arrange it at your
5. Any claim where your home has been left
expense. The terms of such service are a matter for
unoccupied for 30 consecutive days.
you and your supplier.
6. Any claim arising from an insured person’s failure
3. We will pay up to £500 (including VAT) for the
to comply with our instructions in respect of the
call out charge, labour, parts and materials providing
assistance being provided.
assistance for a home emergency which arises from
an insured incident. 7. Any costs incurred before an insured person has
notified us of a home emergency.
Insured incidents 8. Claims arising from any willful or negligent act or
a) Plumbing and drainage omission by an insured person.
The sudden damage to, or blockage, breakage or 9. Any claim relating to the interruption, failure or
flooding of, the drains or plumbing system in your disconnection of the mains electricity, mains gas or
home. mains water supply.
36
10. Any claim relating to the failure of equipment or 20. Any claim directly or indirectly caused by or resulting
facilities which is a result of them being incorrectly from any device failing to recognise, interpret, or
installed, repaired or modified, or which is caused by process any date as its true calendar date
a design fault which makes them inadequate or
unfit for use. Conditions
11. Claims for parts or labour if the equipment or
facility is still under guarantee or warranty from the 1. Claims must be reported to us as soon as possible
manufacturer, supplier or installer. and no later than 48 hours after you first become
aware of the home emergency.
12. The malfunction or blockage of septic tanks, cesspits
or fuel tanks. 2. An insured person must:
13. Damage incurred in gaining necessary access to, or a) Keep to the terms and conditions of this policy.
in reinstating the fabric of, your home. b) Maintain the home and all domestic equipment in
14. Any claims arising out of subsidence, landslip or good condition, and carry out or arrange regular
heave. inspections and preventative maintenance to the
fabric and structure of the home.
15. Damage to boundary walls, gates, hedges or fences
and any damage to garages or outbuildings. c) Try to prevent anything happening that may cause
a claim.
16. Any claim related to an insured person’s failure
to purchase or provide sufficient gas, electricity or d) Take reasonable steps to keep any amount we
other fuel source. have to pay as low as possible.
17. Any costs incurred where our approved contractor 3. We can cancel this policy at any time as long as we
has attended but your home was unoccupied. tell you at least 14 days beforehand. You can cancel
this policy at any time as long as you tell us at least
18. Home emergencies caused by, contributed to by
14 days beforehand.
or arising from:
4. We will make every effort to provide the service at all
› Ionising radiation or contamination by radioactivity times, but we will not be responsible for any liability
from any nuclear fuel or from any nuclear waste arising from a breakdown of the service for reasons
from burning nuclear fuel. we cannot control.
› The radioactive, toxic, explosive or other hazardous 5. We will not pay for any loss that is not directly
properties of any explosive nuclear assembly or covered by the terms and conditions of this policy.
nuclear part of it. For example, we will not pay to replace a carpet
damaged by a leak or for time taken off work
› War, invasion, foreign enemy hostilities (whether because of a home emergency.
war is declared or not), civil war, rebellion,
revolution, military force or coup. 6. We will not pay any claim covered under any other
policy, or any claim that would have been covered by
› Pressure waves caused by aircraft or any other any other policy if this policy did not exist.
airborne devices travelling at sonic or supersonic
7. This policy will be governed by English law.
speeds.
› Pollution or contamination of any kind.
19. Apart from us, the insured person is the only
person who may enforce all or any part of this
policy and the rights and interests arising from or
connected with it. This means that the Contract
(Rights of Third Parties) Act 1999 does not apply
to the policy in relation to any third party rights or
interest. Chief Executive Officer
37
Claims line 0844 335 6137
Customer services 0844 335 6661
Virgin Car Insurance and Virgin Home Insurance are promoted by Virgin Money Personal Financial
Service Ltd, arranged and administered by BDML Connect Ltd and underwritten by insurers
selected from a panel. Virgin Money Personal Financial Service Ltd is registered in England at
Discovery House, Whiting Road, Norwich, NR4 6EJ (Registered No 03072766). BDML Connect Ltd is
part of the Capita Group Plc and is registered in England at the Connect Centre, Kingston Crescent,
Portsmouth PO2 8QL (Registered No 2785540). Virgin Money Personal Financial Service Ltd, BDML
Connect Ltd and all insurers on our panel are authorised and regulated by the Financial Services
Authority. Details of these registrations can be found at the FSA website, www.fsa.gov.uk
VM/MF/PW/AGG/0910
