Relax, you re covered

Transcription

1 HOME EMERGENCY ASSIST Relax, you re covered YOUR HOME EMERGENCY AND BREAKDOWN POLICY

2 YOUR HOME EMERGENCY ASSIST POLICY WELCOME TO HOME EMERGENCY ASSIST Thank you for placing your insurance with us. This policy provides cover in relation to emergencies and other domestic incidents. In this booklet you will find important information relating to your cover and policy. Please read this policy wording carefully to ensure the cover you have selected is right for your needs. We have colour coded this policy book to make it easy to use. Each cover section has its own colour and we have clearly laid out what is and what is not covered. Plumbing, Drainage & External Water Supply Pipe Cover Boiler Breakdown & Central Heating System Cover Electrical Emergency & Breakdown Cover Gas Supply Pipe Cover Security, Lost Keys, Roofing & Pest Infestation Cover General Information This contains information about the policy including Terms & Conditions, How to Make a Claim, Important Contact Information and Your Cancellation Rights. The policy wording forms part of your insurance contract with us, so please keep it in a safe place along with your policy schedule. Should you find you have to make a claim, we will do everything we can to make the process as quick and hassle free as we can. You can find a simple guide detailing what to do in the event of a claim on Page 7 of this policy booklet. Yours sincerely Elliot Goodwood Head of Customer Relations USEFUL CONTACT NUMBERS Customer Service FOR DETAILS ABOUT OUR OPENING HOURS, PLEASE CHECK ONLINE New Quotations or to Recommend A Friend: FOR DETAILS ABOUT OUR OPENING HOURS, PLEASE CHECK ONLINE To make a claim: LINES OPEN 24 HOURS A DAY DAYS A YEAR National Gas Emergency Service:

3 CONTENTS Definitions 04 General Information 06 What is and What is Not Covered 08 Cover Provided 09 Arranging Home Assistance 17 Your Contract 21 Payments 23 Legal 24 How to Claim 25 Complaints 26 3

4 DEFINITIONS The following words shall have the meanings given below wherever they appear in bold. ADMINISTRATOR means Lifestyle Protect Limited T/A Home Emergency Assist, Holland House, 20 Oxford Road, Bournemouth, BH8 8EZ. ANNIVERSARY is the date reoccurring every year 12 months after the commencement date. APPROVED ENGINEER(S) / ENGINEER(S) means a qualified person approved and instructed by the helpline to undertake work. ASSISTANCE means the reasonable efforts made by the approved engineer during a visit to the home to complete a repair or replacement. If your incident is an emergency, your call out will be given priority, otherwise an appointment will be made. AUTHORISED REPRESENTATIVE means a person appointed by you to deal with your policy on your behalf. If you wish to appoint a person to do this, you must notify the administrator by writing to their registered address. BEYOND ECONOMIC REPAIR (BER) means in the opinion of our approved engineer the cost of repair is more than the cost of replacement. If the domestic boiler is under seven years old, we will provide a suitable replacement boiler of a similar make and model. We cannot guarantee the make or model or that it will be fitted in the same place. Where the age of the domestic boiler cannot be demonstrated by an original purchase invoice, the age of the boiler will be determined by the engineer. In the event your domestic boiler is declared beyond economic repair and is seven years or older, we will make a contribution of 500 towards replacing it. BREAKDOWN means a sudden and unforeseen malfunction which results in the unit or system no longer working or operating correctly. CALL OUT means a request for assistance from you, even if the request is then cancelled by you. CLAIM LIMIT means the maximum amount payable by us as stated under each section of cover including call out charges, labour, parts, materials and where applicable the cost (including VAT) of alternative accommodation, and subject to prior agreement from us. COMMENCEMENT DATE means the start of the policy as shown in the schedule. CONTINUOUS COVER means specific elements of cover held on a previous policy which are also covered on the Home Emergency Assist policy. Gaps in cover, or new elements not previously covered will not be considered continuous. DOMESTIC BOILER means the central heating boiler contained within and supplying your home that is powered by either natural gas, oil or LPG from the appliance isolating valve, including all manufacturers fitted components within the boiler together with the pump, motorised valves, thermostat, time, temperature and pressure controls. We will not cover any boiler that has an output in excess of 70kW/hr. DOMESTIC CENTRAL HEATING SYSTEM means the domestic boiler and the central heating system within your home that is powered by either natural gas, oil or LPG from the appliance isolating valve, including all manufacturer s fitted components within the domestic boiler together with the pump, motorised valves, cylinder thermostat, time, temperature and pressure controls, radiators and radiator valves, pipe work, feed and expansion tank and primary flueing. We will not cover any boiler that has an output in excess of 70kW/hr. 4

5 DEFINITIONS EMERGENCY means a sudden and unexpected event which, if not dealt with quickly would in the reasonable opinion of the helpline: a) render the home unsafe or insecure; or b) damage or cause further damage to the home; or c) cause personal risk to you; or d) cause a health and safety risk to others. EXCESS means the first amount of each claim, payable by you to the helpline before the approved engineer will attend. This payment will be taken by the helpline before assistance is provided. This can be done by way of Credit or Debit card. Your schedule will confirm any excess you must pay. HELPLINE means the telephone number for you to report a claim under this policy. The number is HOME means your main permanent place of residence, (including any garage and permanent outbuilding), as shown on the schedule. It must be owned and occupied by you and your family as a private residence with no business use. Rented and let properties, commercial & business premises and bed-sits are not eligible. INSURED EVENT means an event described under the what we cover headings in this policy, which results in either an emergency or breakdown. NON-INSURED SERVICE(S) means any service(s) provided in addition to the insurance elements, including but not limited to the Annual Boiler Service. MONTHLY PREMIUM means where you have chosen to pay monthly the agreed premium payable by you due each full calendar month from the commencement date in order that cover remains in force under the terms and conditions of this policy wording. PERIOD OF COVER means a period of 12 months from the commencement date, or where you have chosen to pay monthly, periods of one month from the commencement date upon receipt of your monthly premium. PEST means either black or brown rats, field or house mice, and wasps and hornets nests. REINSTATEMENT means work carried out to make good any surfaces or flooring which has been excavated in order to provide you with assistance. We will fill in any excavation and leave the surface level where we have made access to an external drain or external water supply pipe, however we are not responsible for reinstating floor coverings, fixtures or fittings to their original standards. SCHEDULE means the document sent to you confirming the commencement date, your details, and the home which is the subject of cover. UNOCCUPIED means where no one has resided in the home for a period exceeding 60 consecutive days. WAITING PERIOD In respect of all sections of the policy no claim can be made for any incident that occurs within 14 days of the commencement date of this policy as shown in the schedule, unless continuous cover of the same level has been held immediately prior to the commencement date with an alternative provider. Any additional elements of cover that were not included in your previous cover, remain subject to the 14 day exclusion period. WE, US, OUR, INSURER UK General Insurance Ltd on behalf of Great Lakes Insurance SE. YOU, YOUR, INSURED means the person who applied for this insurance and is named on the schedule as the policyholder. 5

6 GENERAL INFORMATION ABOUT YOUR INSURANCE PRODUCT This insurance is arranged by Lifestyle Protect Limited & underwritten by UK General Insurance Limited on behalf of Great Lakes Insurance SE. Great Lakes Insurance SE is a German insurance company with its headquarters at Königinstrasse 107, Munich. UK Branch office: Plantation Place, 30 Fenchurch Street, London, EC3M 3AJ. Lifestyle Protect Limited is an appointed representative of PCJ Limited which is authorised and regulated by the Financial Conduct Authority. UK General Insurance Limited is authorised and regulated by the Financial Conduct Authority. Firm Reference No You can check our details on the Financial Services Register Great Lakes Insurance SE, UK Branch, is authorised by Bundesanstalt für Finanzdienstleistungsaufsicht and subject to limited regulation by the Financial Conduct Authority and Prudential Regulation Authority. Firm Reference No Details about the extent of their regulation by the Financial Conduct Authority and Prudential Regulation Authority are available on request. In return for the payment of your premium we will provide the insurance cover detailed in this policy document, subject to the terms, conditions, and limitations shown below or as amended in writing by us and during the period of cover. DEMANDS AND NEEDS We have not provided you with a personal recommendation as to whether this policy is suitable for your specific needs. This product meets the demands and needs of those who wish to ensure that they are covered for the costs of repairs or replacements in the event of experiencing a home emergency or breakdown both now and in the future. 6

7 GENERAL INFORMATION HOW TO MAKE A CLAIM IT S SO EASY! 1 Call our team on If you experience an insured event. This is your claims helpline and is available to you 24 hours a day, 365 days per year. 2 We aim to deliver around the clock assistance at your convenience to make a repair or provide a replacement. 24 hour Assistance 3 The job is done! We just need you to sign to confirm you are satisfied with the service and we will settle the bill within the cover limits, directly with the engineer. 7

8 WHAT IS AND WHAT IS NOT COVERED WHAT IS COVERED In the event of an insured event occurring in your home, we will: a) Advise you on what action to take to protect yourself and your home; b) Send one of our approved engineers or arrange an appointment for an approved engineer to visit your home; c) Organise and pay the cost of providing assistance excluding any excess up to the claim limit per call out including VAT subject to the terms and conditions of your policy; d) Where a permanent repair is completed under your policy by an approved engineer we will guarantee the work completed for 12 months from the date of claim. WHAT IS NOT COVERED There are certain conditions and exclusions, which limit your cover, please read them carefully to ensure this policy meets your requirements. We do not wish you to discover after an incident has occurred that it is not insured. To assist you in understanding the main limitations of the cover provided we have detailed these under the Cover Provided section of your policy. The waiting period - please also note that any incident which occurs in the first 14 days after the policy commencement date is not covered unless continuous cover has been held. However, should you require emergency assistance during this period please contact the administrator who will be able to provide cover on a pay on use basis. 8

9 COVER PROVIDED This policy provides the protection described in the cover sections below as a result of an insured event occurring at the home. The benefit under your policy is limited to the claim limit stated in each section of cover. When you applied for this policy, you chose which sections of cover below, you required cover for. Cover is provided only if you selected the cover section and paid the required premium. The sections of cover that apply to your policy are confirmed in your schedule. The amount we will pay in respect of any one claim shall not exceed the claim limit including call out charges, labour and parts and materials. You are responsible for paying any excess under the policy or where the cost of repair exceeds the benefit provided under the policy. Section A. External Water Supply Pipe Cover WHAT WE COVER: We will assist you in the event of a blockage, collapse or leakage of the water supply pipe from and including the main stopcock for your home up to where it is connected to the public water main / communication pipe provided that you are responsible for this. Repairs or replacements will be made as necessary to rectify a blockage or leak and restore the water supply. In the event that your home becomes uninhabitable for more than 48 hours as a result of an emergency covered by this section relating to your external water supply pipe, we will pay up to 500 (including VAT) for alternative accommodation. CLAIM LIMIT: Up to 5,000 per claim The policy excess applies to this section of cover. WE DO NOT COVER: a) Costs which exceed your proportion of the cost of any work undertaken by us under the terms of this policy on a water supply pipe outside the boundary of your property where you share legal responsibility for the water supply pipe with any third party(ies); b) Frozen pipes which have not caused any damage; c) Any work required on a water supply pipe outside the boundary of your property where you share legal responsibility for the water supply pipe with any third party(ies) who does not agree to the work being completed by our engineer(s); d) Damage resulting from lack of proper maintenance; e) Reinstatement costs relating the original surface or construction of a drive, path, decking or any other surface which is excavated as part of a claim. Your schedule will tell you if this section of cover applies. 9

10 COVER PROVIDED Section B. Plumbing & Drainage cover WHAT WE COVER: We will assist you in the event of an incident to your internal plumbing or external drainage system. Cover includes the replacement of leaking pipes, clearing blockages, repairing taps, restoring toilet facilities, leaking overflows, investigating the causes of noisy pipes and quieting these where they can be accessed. Examples of claims include: 3 Clearing a blocked sink, toilet or waste pipe; 3 Repairing a non-flushing toilet; 3 Repairs to washing machine and dishwasher flexi pipes; 3 Repairing leaks to central heating pipes and radiator valves; 3 Repairing a blocked or leaking drainage pipe or rainwater drain. In the event that your home becomes uninhabitable for more than 48 hours as a result of an emergency covered by this section relating to your plumbing, we will pay up to 500 (including VAT) for alternative accommodation. CLAIM LIMIT: Up to 5,000 per claim The policy excess applies to this section of cover. Your schedule will tell you if this section of cover applies. WE DO NOT COVER: a) General maintenance; b) Frozen pipes which have not caused any damage; c) The cost of water lost during a leak; d) Replacing sanitary ware such as basins and toilet bowls.; e) Pipes outside the boundary of your home which you are not responsible for; f) Water pipes to or from and in a detached outbuilding or garage; g) Incidents where you have previously been advised of the need to take preventative or maintenance work and this has not been carried out, for example installing access points to your drainage system; h) Quieting noisy pipes that are caused by the expansion and contraction of pipes as they heat and cool; i) Showers including the shower unit, controls, outlet or shower head; j) Electric pumps, vacuum drainage systems, shower pumps, filtration systems or pumps for swimming pools or spa baths; k) Additional repair work, for example a blocked drain will be left running clear but if the drain needs to be realigned to avoid the problem recurring this will not be covered; 10

11 COVER PROVIDED Section B. Plumbing & Drainage cover (Continued) l) Cesspits, septic tanks and drainage pumps; m) Reinstatement costs relating to the original surface of a drive, path, decking or any other surface which is excavated as part of a claim; n) Guttering, rainwater downpipes and soakaways; o) Any drainage system which is not of standard contstruction (e.g. standard contsruction may include but is not limited to clay pot, plastic, P.V.C or concrete); p) Damage to drains caused by structures not conforming to local building regulations or caused as a result of negligence or neglect; q) Failure or damage caused by faulty or defective design of the drainage pipe including but not limited to delamination found in pitch fibre pipe construction. 11

12 COVER PROVIDED Section C. Boiler Breakdown Cover WHAT WE COVER: We will assist you and pay for the call out, labour and parts and materials involved in repairing or rectifying leaks within, or the breakdown of your domestic boiler at your home. Examples of claims include: 3 Repairing motorised valves; 3 Unable to control temperature or timings; 3 Replacing the heat exchanger; 3 Replacing the boiler zone valve. In the event of a claim, we will undertake to obtain spare parts as quickly as is reasonably possible. In the event it takes more than 60 hours to achieve this from the first point at which our approved engineer visits you and diagnoses the requirement, we will pay a fixed benefit of 40 toward providing alternative heating. CLAIM LIMIT: There is no limit to the amount we will pay per claim, providing the boiler is not declared BER. The policy excess applies to this section of cover. Your schedule will tell you if this section of cover applies. WE DO NOT COVER: a) The cold water system including its feed and outlet; b) Any non-gas appliances, Elson tanks, separate gas heaters supplying hot water and dual purpose boilers such as AGA s and Rayburns, with the exception of a gas fire forming part of a back boiler; c) Maintenance or replacement of fan convector heaters or heated towel rails or underfloor heating; d) Corrosion or any work arising from hard water scale deposits; e) Removal of sludge or hard water scale from the insured system; f) Any gas fired appliance whose primary purpose is other than heating, for example a domestic cooker or lighting system, with the exception of a gas fire forming part of a back boiler; g) Solar powered panels or ground, air and water source pumps; h) Repairs when our engineer deems the boiler to be beyond economic repair; i) Loss of Oil or Gas; j) Damage caused by escape of Oil or Gas; k) A breakdown where an engineer has previously identified that remedial/ maintenance work is required to prevent a future breakdown and the recommended work has not been carried out; l) Your water supply from the hot cylinder to your taps. 12

13 COVER PROVIDED Section D. Domestic Central Heating System Cover WHAT WE COVER: We will assist you in the event of a breakdown or leak to your domestic central heating system. Examples of claims include: 3 Replacing leaking radiators or radiator valves; 3 Repairing or replacing a leaking water tank or cylinder; 3 Repairing motorised valves; 3 Unable to control temperature or timings. We will undertake to obtain spare parts as quickly as is reasonably possible. In the event it takes more than 60 hours to achieve this from the first point at which our approved engineer visits you and diagnoses the requirement, we will pay a fixed benefit of 40 toward providing alternative heating. CLAIM LIMIT: Up to 5,000 per claim The policy excess applies to this section of cover. Your schedule will tell you if this section of cover applies. WE DO NOT COVER: a) Descaling of central heating pipes, adjustment to the timing and temperature controls of the domestic central heating system and venting (bleeding) of radiators; b) Any non-gas appliances, Elson tanks, separate gas heaters supplying hot water and dual purpose boilers such as AGA s and Rayburns, with the exception of a gas fire forming part of a back boiler; c) Maintenance or replacement of fan convector heaters or heated towel rails or underfloor heating; d) Corrosion or any work arising from hard water scale deposits; e) Removal of sludge or hard water scale from the insured system; f) Any gas fired appliance whose primary purpose is other than heating, for example a domestic cooker or lighting system; g) Solar powered panels or ground, air and water source pumps; h) Repairing or a like for like replacement of a non-standard radiator (e.g. cast-iron, decorative, customised, or those which curve with the profile of a wall); i) A breakdown where an engineer has previously identified that remedial/ maintenance work is required to prevent a future breakdown and the recommended work has not been carried out. 13

14 COVER PROVIDED Section E. Electrical Emergency & Breakdown Cover WHAT WE COVER: We will assist you to repair or replace any item or system after your supply meter which causes the breakdown or failure of the permanent domestic electrical wiring system supplying electrical power to your home. Examples of claims include: 3 Failure of electrical wiring as a result of a DIY accident; 3 Breakdown of a fuse box; 3 Failed security lighting attached to the main home; 3 Failed wiring to an immersion heater; 3 Replacing the heating element of an immersion heater; 3 Failure of wiring to a shower unit; 3 Failed light bulb sockets or electrical switches; 3 Lost power to a circuit; 3 Permanent damage caused by a power cut. In the event that your home becomes uninhabitable for more than 48 hours as a result of an emergency covered by this section relating to your permanent domestic electrical wiring system, we will pay up to 500 (including VAT) for alternative accommodation. CLAIM LIMIT: Up to 5,000 per claim WE DO NOT COVER: a) Domestic appliances or electrical items with a plug; b) Replacing light bulbs, fuses and any other routine electrical maintenance tasks; c) Non-permanent outbuildings, such as sheds and greenhouses; d) Non-permanent external lighting (such as fairy lights) are not covered where this causes fuses to short; e) Swimming pools, fish tanks, ponds, burglar and smoke alarms, satellite/tv equipment, telephone equipment, doorbells, garage doors, shower units, portable and fixed heating systems, immersion heaters, power generating systems including solar panels and wind turbines, any 3 phase electrical systems or garden areas; f) Wiring or electrics in communal areas; g) Any garage or outbuilding connected to a separate electric meter to that of the home. The policy excess applies to this section of cover. Your schedule will tell you if this section of cover applies. 14

15 COVER PROVIDED Section F. Emergency Gas Supply Pipe Cover WHAT WE COVER: We will assist you to repair or replace any damaged section of the internal gas supply pipe following a gas leak occurring in your home. Our assistance will only be provided once the National Gas Emergency Service have attended and isolated the leak. In the event that your home becomes uninhabitable for more than 48 hours as a result of an emergency covered by this section relating to your internal gas supply pipe, we will pay up to 500 (including VAT) for alternative accommodation. WE DO NOT COVER: a) General maintenance; b) Any gas boiler, fire, central heating or hot water breakdown; c) Temporarily frozen pipes where permanent damage is not confirmed; d) Systems not installed correctly or which do not conform to any governing Gas Safe regulation or requirements; e) Pipes outside the boundary of your home. CLAIM LIMIT: Up to 5,000 per claim The policy excess applies to this section of cover. Your schedule will tell you if this section of cover applies. 15

16 COVER PROVIDED Section G. Security, Lost Keys, Roofing & Pest Infestation Cover WHAT WE COVER: We will assist you and pay for the call out, labour and parts and materials involved in security or roofing incidents at your home, removing pest infestations at your property, and assist you to gain entry to your home in the event of lost or broken keys. Examples of claims include: 3 Creating access if you are locked out; 3 Boarding up a broken window or door; 3 Repairing broken locks for external windows or doors if your home is insecure; 3 Repair of the garage door to make the property secure; 3 Removing wasp or hornet nests from the garden; 3 Contamination by pests inside the home; 3 Repairing locks and replacing keys where the key is snapped in the lock; 3 Use of tarpaulin to protect the roof in the event tiles are lost or damaged due to bad weather. WE DO NOT COVER: a) Pest infestation relating to non-covered pests, including but not limited to: ants, fleas, bedbugs, spiders, flies, squirrels or bees; b) Rodent infestations of an outbuilding, e.g. garages and sheds; c) Damage caused by pests; d) Loss of keys to the main property if another set exists; e) Loss of keys for any outbuilding, garage or shed; f) Internal doors and windows; g) Replacement or repair of electronic units powering garage doors; h) Pest infestations where you have not taken reasonable hygiene measures to prevent contamination. In the event that your home becomes uninhabitable for more than 48 hours as a result of an emergency covered by this section relating to your security, lost keys, roofing or pest infestation we will pay up to 500 (including VAT) for alternative accommodation. CLAIM LIMIT: Up to 5,000 per claim The policy excess applies to this section of cover. Your schedule will tell you if this section of cover applies. 16

17 ARRANGING HOME ASSISTANCE HOW TO ARRANGE ASSISTANCE 1 Major emergencies which could result in serious injury to the public or damage to property should be immediately advised to the supply company and/or the public emergency services. The policy does not provide cover for any repairs, damage or other loss resulting from gas leaks which occur outside the boundary of the home. 2 Before requesting assistance you should check that the circumstances are covered by your policy. Remember this is not a maintenance policy and does not cover routine maintenance in your home. 3 Where you have chosen to pay monthly, call outs will only be considered if your monthly premium has been paid from the commencement date of this policy, up to and including the month in which the emergency occurred and there are no outstanding payment defaults. 4 Telephone the helpline as soon as you notice the problem to provide details of the assistance required. All requests for assistance must be made through the helpline. Do not make any arrangements yourself without prior authorisation from the helpline. If you do, we will not reimburse any costs you may incur. Calls may be recorded. 5 The helpline will appoint an approved engineer to attend your home, provided that this is not precluded by adverse weather conditions, health and safety, industrial disputes (official or otherwise), failure of the public transport system, including the road and railway networks and repairs thereto and any other circumstances preventing access to the home or otherwise making the provision of assistance impossible. 6 The helpline and the approved engineer will have reasonable discretion as to when and how work is undertaken. This will be based on the details provided by you and any risk to the approved engineer. We may reserve the right to delay when work will be undertaken due to health and safety. 7 The approved engineer will charge all costs covered by the insurance directly to us. You will be asked to pay the cost of: a) Any excess applicable to the policy; b) Call out costs if there is no one at the home when the approved engineer arrives; c) Work in excess of the claim limit; d) Fitting replacement parts or components of a superior specification to the original at your request. Helpline: UK General Insurance Ltd is an agent of Great Lakes Insurance SE and in the matters of a claim act on behalf of Great Lakes Insurance SE. 17

18 ARRANGING HOME ASSISTANCE PAY ON USE Should an emergency arise that is not included under your policy the administrator can arrange for an approved engineer to attend your home but you will be responsible for all costs involved. The use of this service does not constitute a claim under your policy. REPLACEMENT OF PARTS OR COMPONENTS We reserve the right to use non genuine replacement parts supplied from third parties in addition to those parts that may be sourced from the manufacturer or their approved suppliers. We are not responsible for any loss, damage or inconvenience resulting from a delay in obtaining or receiving delivery from the relevant supplier of any spares. When replacement parts are received, we will contact you to arrange a suitable time slot for the engineer to attend. You should make sure that the engineer can get reasonable access to carry out the repair. If we cannot get a replacement part needed to carry out a repair, or where the parts will take longer than 28 days to source, we will deem the boiler to be beyond economical repair. ANNUAL BOILER SERVICE If your policy includes a provision for an annual gas boiler service then this will be shown in your plan schedule. This service is not a part of the insurance contract underwritten by the underwriter and is also not regulated by the Financial Conduct Authority. Complaints relating to the boiler service are therefore not eligible to be referred on to the Financial Ombudsman Service. Boiler servicing will be completed in accordance with the current Gas Safety Regulations and the manufacturer s instructions for your boiler. Please make sure that you have the manufacturer s instructions available for the engineer when they attend. Please note that remedial or maintenance work is not included as part of your boiler service. Once the administrator has received the completed boiler service request form the administrator will arrange for an engineer to visit your home to service your gas boiler in line with manufacturers recommendations. Boiler Services are normally carried out between April and September. GENERAL EXCLUSIONS We shall not be liable for costs arising from or in connection with: 1 Circumstances known to you prior to the commencement date of your policy or incidents which occur within the waiting period; 2 Claims arising after the home has been left unoccupied; 3 Any wilful or negligent act or omission by you or any third party; 4 Events where on attendance it becomes clear that the call out is not covered by your policy; 5 General maintenance work or any system that has not been regularly maintained. The engineer, when dealing with your system may complete a repair but diagnose that additional maintenance work is required to your boiler and/or other system in order to prevent a future breakdown. For example; maintenance work can include circumstances where there is a build up of sludge/scale/rust resulting in your boiler and/or system needing cleaning. 18

19 ARRANGING HOME ASSISTANCE As this maintenance work is not covered under this policy, it is your responsibility to have it completed. We will notify you and confirm by letter that this work needs to be completed. Until the maintenance work is carried out we will be unable to offer any cover for the affected part of your system. To avoid you paying for cover you no longer have, you should get this maintenance work completed as soon as possible; 6 Loss of or damage arising out of disconnection from or interruption to the public supply of gas or water or electricity to your home; 7 Any design defect or any repair that is rendered, in our opinion, either difficult or impossible due to problems with the access needed to facilitate the repair; 8 Any loss howsoever arising unless it is specifically stated as being covered by the policy, including but is not limited to, delays in sourcing spare parts by us; 9 Replacing lead, steel or iron pipes, with their original construction material. Replacements will be made with current industry standard construction materials; 10 Replacement of bespoke or designer radiators or towel rails; 11 Improvements including work that is needed to bring the insured system up to current standards; 12 Homes situated outside the United Kingdom and the Isle of Man; 13 Claims directly or indirectly occasioned by, happening through or in consequence of pollution or contamination of any kind whatsoever; 14 Any damage caused by the approved engineer in gaining access to: a) The home due to the failure of the locks; b) An appliance or any equipment from its operational position in order to affect an emergency repair; c) Drains or supply pipes laid under pathways, drives, patios or decked areas Any direct or indirect consequence of war, civil war, invasion, acts of foreign enemies (whether war be declared or not), rebellion, revolution, insurrection, military or usurped power, or confiscation, nationalisation, requisition, destruction of or damage to property by or under the order of any government, local or public authority. 2. Any direct or indirect consequence of terrorism as defined by the Terrorism Act 2000 and any amending or substituting legislation. We will, however, cover any loss or damage (but not related cost or expense), caused by any act of terrorism provided that such act did not happen directly or indirectly because of biological, chemical, radioactive or nuclear pollution or contamination or explosion. 3. Any direct or indirect consequence of: a) Irradiation, or contamination by nuclear material; or b) The radioactive, toxic, explosive or other hazardous or contaminating properties of any radioactive matter; or c) Any device or weapon which employs atomic or nuclear fission or fusion or other comparable reaction or radioactive force or matter. 4. Any consequence, howsoever caused, including but not limited to Computer Virus in Electronic Data being lost, destroyed, distorted, altered, or otherwise corrupted. For the purposes of this Policy, Electronic Data shall mean facts, concepts and information stored to form useable for communications, interpretations, or processing by electronic or electromechanical data processing or other electronically controlled hardware, 19

20 ARRANGING HOME ASSISTANCE software and other coded instructions for the processing and manipulation of data, or the direction and manipulation of such hardware. For the purposes of this Policy, Computer Virus shall mean a set of corrupting, harmful, or otherwise unauthorised instructions or code, whether these have been introduced maliciously or otherwise, and multiply themselves through a computer system or network of whatsoever nature. 16 Any system(s) not installed properly or in line with manufacturer s guidelines. CONDITIONS 1 The rights given under this policy cannot be transferred to anyone else. 2 You must give reasonable access to enable appropriate treatments to be carried out and follow advice from the approved engineer and/or the helpline in removing furniture if this is deemed necessary. 3 You must not act in a fraudulent way. If your claim is in any way dishonest or exaggerated or if you or anyone acting for you: fails to reveal or hides a fact likely to influence whether we accept your proposal, your renewal, or any adjustment to your policy; fails to reveal or hides a fact likely to influence the cover we provide; makes a statement to us or anyone acting on our behalf, knowing the statement to be false; sends us or anyone acting on our behalf a document, knowing the document to be forged or false; makes a claim under the policy, knowing the claim to be false or fraudulent in any way; or makes a claim for any loss or damage you caused deliberately or with your knowledge. We will not pay any benefit under this policy or return any premium to you and we may cancel your policy immediately and backdate the cancellation to the date of the fraudulent claim. We may also take legal action against you and inform the appropriate authorities. 4 To improve the quality of the service provided, all calls to the helpline may be recorded. 5 You must take reasonable care and maintain the home and its equipment in good order and take all reasonable precautions to prevent loss or damage. 6 We may take proceedings in your name at our expense to recover any sums paid under this insurance from a third party should the emergency be as a result of an incorrect or failed previous repair. 7 We may advise you of remedial work that you need to carry out in order to bring your system up to a suitable standard or to prevent further incidents. This work will be your own cost but we may be able to arrange through our network. 8 You are required by the provisions of the Consumer Insurance (Disclosure and Representations) Act to take care to: a) Supply accurate and complete answers to all the questions we or the administrator may ask as part of your application for cover under the policy; b) Make sure that all information supplied as part of your application for cover is true and correct; c) Tell us of any changes to the answers you have given as soon as possible. 9 You must take reasonable care to provide complete and accurate answers to the questions we ask when you take out, make changes to and renew your policy. If any information you provide is not complete and accurate, this may mean your policy is invalid and that it does not operate in the event of a claim or we may not pay any claim in full. 20

21 YOUR CONTRACTS Your Contract with Home Emergency Assist (The Administrator) The administrator will arrange and administer your insurance cover. If you need to contact the administrator regarding your contract, please phone the customer services number or write to the registered address. 1 The administrator will collect the premium in accordance with your instructions. Any monies relating to the insurance services that are held by us (including premium collected by us, premium to be refunded to you and claims monies) shall be held by us on behalf of the underwriter. 2 The administrator can amend these terms and conditions for legal or regulatory reasons as well as to benefit the group as a whole. Where this change benefits you, we will make the change immediately and notify you within 28 days. In all other cases we will write to advise you of the change at least 28 days prior to any change taking effect. If the changes do not benefit you and you wish to cancel your policy, you may do so and we will follow the procedure as outlined under the section labelled How to Cancel Your Policy. 3 The administrator will write to you, if in the future it enters into an agreement with a new underwriter(s) for all or part of your policy, to confirm the details of the new underwriter and give you details of any changes to the terms and conditions of your policy. You hereby authorise the administrator to transfer any personal data to a new underwriter, including data defined as sensitive personal data under the Data Protection Act 1998, and consent to the new underwriter being able to offer continuation of insurance cover to you. If at any time you wish to withdraw your agreement to this, please let the administrator know by writing to the registered address. 4 The administrator will write to you, if in the future it transfers in full or in part the arranging and administration of your policy to another arranger and/or administrator to confirm the details of the new provider and give you details of any changes to the terms and conditions of this service. You hereby authorise the administrator to transfer data for the purposes set out above, including data defined as sensitive personal data under the Data Protection Act 1998 and consent to the new arranger and/or administrator being able to offer continuation of service to you. If at any time you wish to withdraw your agreement to this, please let the administrator know by writing to the registered address. 5 Your contract with the administrator will run for a minimum of 12 months, beginning from the commencement date as detailed in your original schedule. Should you wish to leave within this period, an administration fee of 35 is payable. This fee will be taken before your policy is cancelled. YOUR CONTRACT WITH THE INSURER This insurance cover is provided by the insurer. You must co-operate with the insurer in obtaining reimbursement of any costs they incur under the terms of this cover, which may have been caused by the action of a third party, against whom you have a legal right of action. 21

22 22 Your responsibility You must take reasonable care to: a) supply accurate and complete answers to all the questions your administer may ask as part of your application for cover under the policy b) to make sure that all information supplied as part of your application for cover is true and correct c) tell your agent of any changes to the answers you have given as soon as possible. You must take reasonable care to provide information that is accurate, and give complete answers to the questions we ask when you take out, make changes to and renew your policy. If any information you provide is not accurate and complete, this may mean your policy is invalid and that it does not operate in the event of a claim or we may not pay any claim in full. If you become aware that information you have given your agent is inaccurate or has changed, you must inform them as soon as possible. Fraud You must not act in a fraudulent way. If you or anyone acting for you: fails to reveal or hides a fact likely to influence whether we accept your proposal, your renewal, or any adjustment to your policy; fails to reveal or hides a fact likely to influence the cover we provide; makes a statement to us or anyone acting on our behalf, knowing the statement to be false; sends us or anyone acting on our behalf a document, knowing the document to be forged or false; makes a claim under the policy, knowing the claim to be false or fraudulent in any way; makes a claim for any loss or damage you caused deliberately or with your knowledge; or If your claim is in any way dishonest or exaggerated, We will not pay any benefit under this policy or return any premium to you and we may cancel your policy immediately and backdate the cancellation to the date of the fraudulent claim. We may also take legal action against you and inform the appropriate authorities. Arbitration/Mediation A dispute between you and us may arise, which may be referred to an arbitrator, who shall be either a solicitor or a barrister who you and we agree on in writing. If an arbitrator cannot be agreed then an arbitrator will be appointed by the authorised body identified in the current arbitration legislation. The decision of the arbitration shall be final and binding on both parties and he or she will decide who should pay the costs of the arbitration. If costs are awarded against you, they are not covered under this policy. This arbitration condition does not affect your rights to take separate legal action. If a disputed claim is not referred to arbitration within 12 months of your claim being turned down, we will treat the claim as abandoned.

23 PAYMENTS PAYING YOUR PREMIUMS The payment method you have selected will be confirmed in your schedule. If you have selected a monthly payment method, the administrator will collect a premium from your bank account on an agreed date of each month and, subject to the successful collection of that monthly premium, we will provide the cover detailed in this policy wording up to the date on which your next monthly premium payment becomes due. This insurance commences on the date shown on your schedule and continues by periods of one month upon receipt of your monthly premium. This insurance does not have a specified end date and cover will continue until either you or we cancel the policy. We will write to you on the anniversary of your policy to remind you of this and notify you of any changes to your cover or premium, should you fail to make a payment in any month, cover will cease with effect from the end of the month immediately before the date of the failed collection. WHAT IF I MISS A MONTHLY PREMIUM PAYMENT? If you fail to make a monthly premium payment on the due date, your policy may be suspended and you will not be able to make a claim. The administrator will notify you in writing within 5 working days of the date on which the monthly premium payment was due if you fail to make a monthly premium payment. If you do not pay the requested amount within 30 days of the due date, your policy will be cancelled. You will remain liable for any due and outstanding premium for the period up to the date of cancellation. If you want to make a claim under your policy whilst your policy coverage is suspended, you will be required to pay any outstanding premiums before an engineer will be despatched to your home. RENEWING YOUR POLICY Your policy will continue following receipt of your payment for the period of cover as defined in your schedule. OUR RIGHT TO CHANGE THE COVER OR PRICE You will receive at least 28 days written notice if we decide or need to change your policy cover or the price of your insurance for any of the following reasons: 1 To make minor changes to your policy wording that do not affect the nature of the cover and benefit provided such as changes to make the policy easier to understand; 2 To reflect changes in the law, in regulation (including any decision of a regulatory body), or to any code of practice or industry guidance affecting the insurer or your policy; 3 To reflect changes to taxation applicable to your policy (including but not limited to insurance premium tax); 4 To reflect increases or reductions in the cost (or projected cost) of providing your cover, including but not limited to cost increases 23

24 LEGAL or reductions caused by changes to the number, cost or timing of claims which we, as part of our pricing policy, have assumed or projected will be made under this insurance product; 5 To cover the cost of any changes to the cover/benefits provided under this insurance including but not limited to the removal of one or more policy exclusion(s); 6 To cover the cost of changes to the systems, services or technology in support of this insurance product. We may make changes immediately and advise you within 28 days of the change having been made if the change is favourable to you. Data Protection Act 1998, for the purpose of providing insurance and handling claims, if any, which may necessitate providing such information to third parties. We may also send the information in confidence for process to other companies acting on their instructions including those located outside the European Economic Area. APPLICABLE LAW Unless some other law is agreed in writing, this policy is governed by English law. If there is a dispute, it will only be dealt with in the courts of England or of the country within the United Kingdom in which your main residence is situated. COMPENSATION SCHEME Great Lakes Insurance SE is covered by the Financial Services Compensation Scheme (FSCS). You may be entitled to compensation from the scheme, if they cannot meet their obligations. This depends on the type of business and the circumstances of the claim. Most insurance contracts are covered for 90% of the claim with no upper limit. You can get more information about compensation scheme arrangements from the FSCS or visit DATA PROTECTION ACT 1998 Please note that any information provided to us will be processed by us and our agents in compliance with the provisions of the 24

25 HOW TO CANCEL YOUR POLICY We hope you are happy with the cover this policy provides. However, if after reading this policy, this insurance does not meet with your requirements, please write to the administrator within 14 days of issue and we will cancel the policy. Please note, only you or your authorised representative should write to cancel. The cancellation period provided within your policy is inclusive of the statutory 14 day period which begins on the commencement date or 14 days from the date you receive your policy documentation, whichever is the later. Where your policy is cancelled within the cancellation period and you have not made a claim, you will receive a refund of any premium you have paid to us and your policy will be cancelled immediately. Where your policy is cancelled either within or after the cancellation period and you have made a claim, your policy will be cancelled immediately and your premium will not be refunded. Where your policy is cancelled after the cancellation period and you have not made a claim, your policy will be cancelled and you will be entitled to a refund of any premium already paid to us for the remaining period after your policy has ended. For the avoidance of doubt, the policy will be cancelled from the date that a monthly premium would have been due to the end of the period to which that payment relates. You will continue to benefit from cover until the date your policy is cancelled. In any event you will need to pay for any non-insured service(s) that you have received. The Insurer shall not be bound to accept renewal of any insurance and may at any time cancel any insurance document by giving 14 days notice in writing where there is a valid reason for doing so. A cancellation letter will be sent to you at your last known address. Valid reasons may include but are not limited to: a) Where we reasonably suspect fraud; b) Non-payment of premium; c) Threatening and abusive behaviour d) Non-compliance with policy terms and conditions; e) You have not taken reasonable care to provide accurate and complete answers to the questions we / your agent asks. If we cancel the policy and/or any additional covers you will receive a refund of any premiums you have paid for the cancelled cover, less a proportionate deduction for the time we have provided cover. Where our investigations provide evidence of fraud or misrepresentation, we may cancel the policy immediately and backdate the cancellation to the date of the fraud or the date when you provided us / your agent with incomplete or inaccurate information. This may result in your policy being cancelled from the date you originally took it out and we will be entitled to keep the premium. If your policy is cancelled because of fraud or misrepresentation, this may affect your eligibility for insurance with us, as well as other insurers, in the future. 25