TOTAL HOME PROTECTION KEY FACTS SUMMARY

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1 TOTAL HOME PROTECTION KEY FACTS SUMMARY

2 POLICY SUMMARY This policy summary provides key information about DAS Family and Home Emergency which you should read. It does not contain the full terms and conditions of the policy, which you can find in the policy document. Unless otherwise agreed with the person who sells you this insurance, your cover will be valid for one year. DAS Family is a legal expenses insurance contract. It will help you by providing legal advice and representation if you, or family members who always live with you, have a legal dispute which is insured under the policy. Home Emergency is an assistance insurance contract. It will help you by making your home safe and secure after an emergency that has caused damage to your home or threatens the safety, security or comfort of your home. SECTION ONE: DAS FAMILY Features and benefits Significant exclusions or limitations Where to look in your policy For the incidents and circumstances listed below we will resolve an insured legal problem, either ourselves or through external lawyers and other experts that we will appoint. We will appoint our preferred choice of law firm to deal with your claim and will pay their costs and expenses, which include opponents costs. There are reasonable prospects of success for the duration of the claim. External costs are limited to 50,000. If you want to use your choice of law firm, any costs they incur above what we would have paid our preferred law firm will be your responsibility. The amount we will pay a law firm (where acting as the appointed representative) is currently 100 per hour. This amount may vary from time to time. We will not pay them. Costs incurred before we have given our written acceptance of a claim. Unless we agree to start legal proceedings or there is a conflict of interest, we are free to choose the representative who will help you. Page 10, Our agreement (1) Page 10, What we will pay (a) Page 10, What we will not pay (a) Page 15, Section one exclusions 2 Page 16, Section one conditions 1 (a) and (b) EMPLOYMENT DISPUTES We will pursue and defend legal rights in a dispute arising from a contract of employment or future employment. Disciplinary hearings or internal grievance procedures. Compromise agreements while you are still employed. Page 11, What is not covered under 1 Employment disputes (a) Page 11, What is not covered under 1 Employment disputes (c) CONTRACT DISPUTES We will pursue and defend a claim for the sale or purchase of personal goods or the purchase of services. You must enter into the contract during the period of insurance. The amount in dispute must be more than 100. Building work or design, where the contract value exceeds 5,000. Disputes arising from a loan, mortgage, pension or investment. Page 11, Insured incident 2 Contract disputes Please note that (i) Page 11, Insured incident 2 Contract disputes Please note that (ii) Page 11, What is not covered under 2 Contract disputes (a) Page 11, What is not covered under 2 Contract disputes (c) 2

3 Features and benefits Significant exclusions or limitations Where to look in your policy PERSONAL INJURY We will pursue claims for accidental death or bodily injury. Page 11, Insured incident 3 Personal injury CLINICAL NEGLIGENCE We will pursue claims where a single negligent medical act or procedure causes death or bodily injury. Alleged failure to correctly diagnose the condition. Page 11, What is not covered under 4 Clinical negligence (a) PROPERTY PROTECTION We will pursue claims following damage to your home or your personal possessions. Cover extends to problems such as nuisance and trespass. Property damage must exceed 100. The first 250 of any claim for nuisance or trespass. Page 12, Insured incident 5 Property protection (a) Page 12, What is not covered under 5 Property protection (c) TAX PROTECTION Representing your rights throughout a comprehensive investigation by the HM Revenue & Customs of your self assessment tax return. Investigations where you are self-employed, a sole trader or in a business partnership. Page 12, What is not covered under 6 Tax protection (a) JURY SERVICE AND COURT ATTENDANCE Payment of salary or wages while you attend a court or tribunal as requested by your appointed representative, perform jury service or are carrying out activities set out in your action plan under identity theft cover. Any claim if you are unable to prove your loss. Page 13, What is not covered under 7 Jury service and court attendance LEGAL DEFENCE Defence of criminal prosecutions and civil actions for unlawful discrimination or breaches of the Data Protection Act arising from your work as an employee. Defence of motoring prosecutions. Parking or obstruction offences. Driving without valid motor insurance. Payment of court orders. Page 13, What is not covered under 8 Legal defence (a) Page 13, What is not covered under 8 Legal defence (b) Page 15, Section one exclusions 3 IDENTITY THEFT You can access the identity theft support service through the identity theft helpline. We will assign you a personal caseworker who will give you telephone advice and a personal action plan to help regain your identity. We will pay various communication and administrative costs necessary to reinstate your identity. If legal action is necessary to reinstate your identity or defend any case brought against you by traders, we will pay the costs of a lawyer to represent you. We will cover the costs of signing statutory declarations and any loan rejection or re-application fees. Fraud committed by any insured person under this policy. Losses arising from your business activities. You must take reasonable action to prevent the misuse of your identity and must notify banks and building societies as soon as possible if you become aware of anyone trying to misuse your identity. Pages 14, What is not covered under 9 Identity theft protection (a) Pages 14, What is not covered under 9 Identity theft protection (b) Page 14, Insured incident 9 Identity theft protection Page 14, Provided that (i) and (iii) 3

4 Features and benefits Significant exclusions or limitations Where to look in your policy TELEPHONE HELPLINES Page 4 and 5, Helpline services Legal advice service Advice on personal legal problems under UK and EU law. Available 24 hours, seven days a week. Calls for advice in countries outside of England and Wales are available 9am-5pm, Monday to Friday, excluding public and bank holidays. Tax advice service Personal taxation advice under UK law. Available 9am-5pm, Monday to Friday, excluding public and bank holidays. Health and medical information service Help and information on health and fitness. Available 9am-5pm Monday to Friday, excluding public and bank holidays. Counselling service Our qualified counsellors provide support in dealing with worrying problems. Available 24 hours, seven days a week. Identity theft service Advice on protecting your identity. Available 8am-8pm, seven days a week. Domestic Help We can arrange to call out a contractor to fix the problem in the event of an emergency affecting an insured person s home. Veterinary Help Helps to locate a vet to treat injured or sick pets. Childcare Help and Home Help* Helps to find childcare or arrange domestic help if illness or emergency means an insured person can t carry out these tasks. No cover for costs of using referral services. Available to persons aged 18 years or over. Need to be resident in the UK or Channel Islands. You will have to pay the contractor s charges. You will have to pay the vet s charges. You will have to pay for this help. * These services only work during standard office hours. COUNTRIES COVERED UK for most insured incidents but cover for contract disputes and personal injury extends to EU member states and other specific European nations. LAW THAT APPLIES This policy is governed by the law that applies in the part of the United Kingdom, Channel Islands or Isle of Man where you normally live. Otherwise the law of England and Wales applies. Page 8, The meaning of words in section one Page 18, Section one conditions 14 4

5 SECTION TWO: HOME EMERGENCY Features and benefits Significant exclusions or limitations Where to look in your policy We will arrange and pay for emergency help, 24 hours a day, 365 days a year if you need immediate help to: repair damage or prevent further damage to your main home; make your main home safe and secure; or relieve unreasonable discomfort, risk or difficulty to anyone living in your main home. We will pay up to 1,000 (including VAT) for the call-out charge, labour costs and parts and materials. Page 20, Cover (c) ROOF DAMAGE Damage to your roof has caused or is likely to cause internal damage to your home. PLUMBING AND DRAINAGE Your drains or plumbing system suddenly becomes damaged, blocked, broken or flooded. Rainwater drains and soakaways. Problems with septic tanks, cesspits or fuel tanks. Page 19, The meaning of words in this section, plumbing and drainage (b) Page 22, What is not covered by section two, 15 MAIN HEATING SYSTEM Your main heating system fails. DOMESTIC POWER SUPPLY Your gas or electricity supply fails. Failure of the mains supply. Failure to buy or provide enough gas, electricity or other fuel. Page 21, Insured incidents 4 Page 22, What is not covered by section two, 13 TOILET DAMAGE Your toilet bowl or cistern is damaged by something falling on or hitting it, or it stops working, and you have no other working toilet. HOME SECURITY Your home becomes insecure because external doors, windows or locks are damaged or stop working. LOST KEYS You lose the only available set of keys to your home and cannot replace them or gain normal access. VERMIN The sudden infestation by vermin in your home which prevents the use of the loft or one or more rooms in your home. Damage caused by vermin outside the main dwelling e.g. in garages and other outbuildings, is not covered. Page 21, Insured incidents 8 5

6 Features and benefits Significant exclusions or limitations Where to look in your policy We cannot accept claims: for incidents that occur within the first 48 hours of taking out cover unless DAS Home Emergency is taken out at the same time as another agreement (such as your home insurance policy); if your home is left unoccupied for 30 consecutive days; if you are out when our approved contractor arrives to help; for costs incurred before we have been notified of the emergency; for emergencies at a residence other than your main home or if you rent or let the property; for routine home maintenance or replacing parts due to wear and tear; for parts or labour if the equipment or facility is under guarantee or warranty; that arise from faulty installation, repair or design; for homes with more than 15 rooms. This section of the policy only covers properties in the United Kingdom of Great Britain and Northern Ireland, the Isle of Man and the Channel Islands. This section of the policy will be governed by English law. Pages 22, What is not covered by section two, numbers below: Page 19, The meaning of words in this section, Home Page 23, Conditions that apply to section two, 7 6

7 CANCELLATION RIGHT We hope you are happy with the cover Sections One and Two of this policy provides. However, you can cancel the policy without notice within 14 days of taking it out. After this you can cancel it at any time by telling the person who sells you the policy, but you must give 14 days notice of cancellation. You can ask the person who sells you this insurance about getting a refund of premium if you cancel the policy. MAKING A CLAIM SECTION ONE: DAS FAMILY You must give DAS details of any claim as soon as possible. You can telephone us on and select the appropriate option. We will be able to take details of your claim but we will not be able to tell you whether we can cover your claim. Lines are open 24 hours a day, 365 days a year. Calls may be recorded. Alternatively you can newclaims@das.co.uk or write to: The Claims Department DAS Legal Expenses Insurance Company Limited DAS House Quay Side Temple Back Bristol BS1 6NH SECTION TWO: HOME EMERGENCY If you have a home emergency and wish to claim for assistance, you must call us within 48 hours of becoming aware of the problem. Please call , select the home emergency option and give your name and address, including the postcode, and a description of the emergency. We will tell you what to do next. Lines are open 24 hours a day, 365 days a year. 7

8 HOW TO MAKE A COMPLAINT We always aim to give you a high quality service. If you think we have let you down, you can contact us by: phoning ing customerrelations@das.co.uk writing to the Customer Relations Department DAS Legal Expenses Insurance Company Limited DAS House Quay Side Temple Back Bristol BS1 6NH completing our online complaint form at Further details of our internal complaint-handling procedures are available on request. If you are not happy with the complaint outcome or if we ve been unable to respond to your complaint within 8 weeks, you can ask the Financial Ombudsman Service for a free and independent review of your complaint. You can contact them by: phoning (free from mobile phones and landlines) or ing complaint.info@financial-ombudsman.org.uk writing to The Financial Ombudsman Service Exchange Tower London E14 9SR Further information is available on their website: Using this service does not affect your right to take legal action. The Financial Ombudsman s role is to assess our handling of a claim in light of the policy terms. It is not to assess the quality of legal advice. If you are unhappy with the service provided by an appointed representative the relevant complaint-handling procedure is available on request. DAS Legal Expenses Insurance Company Limited is authorised by the Prudential Regulation Authority and regulated by the Financial Conduct Authority and the Prudential Regulation Authority. DAS is covered by the Financial Services Compensation Scheme (FSCS). You may be entitled to compensation from the scheme if DAS cannot meet its obligations. This will be dependent on the type of business and the circumstances of the claim. You can get more information about the compensation scheme arrangements from the FSCS website, 8

9 SECTION THREE: PREMIUM KEYBACK This insurance policy has been arranged on your behalf by Motorplus Limited t/a Coplus and is underwritten by UK General Insurance Limited on behalf of Great Lakes Insurance SE. This cover is provided to you in return for payment of the premium. This Premier Key insurance policy is designed to provide you with a range of insurance cover, in the event that your keys are lost, stolen or damaged, following an incident as defined in the Cover section of your policy wording, summarised below. This policy will provide cover up to a total of 1,500 in any one year for: you and any member of your immediate family permanently living at the same address; or if the policyholder is a company this includes employees of the company, employed by the company during the period of insurance who are authorised to use the relevant vehicle or property. This summary does not contain the full terms and conditions of your insurance contract, these can be found in your policy wording document and schedule. It will however, provide you with the main significant features and benefits, together with the most important exclusions and limitations that you need to be aware of. The duration of this insurance policy is 12 months unless stated otherwise on your policy schedule. Features and benefits Significant exclusions or limitations Where to look in your policy PREMIER KEYBACK COVER A total benefit of 1,500 in any one year. Includes cover for any vehicle, home or office keys up to the policy limit if lost, stolen or damaged. Up to 3 days car hire if you are stranded or your car is unusable as a result of lost, stolen or damaged keys up to a maximum of 40 per day. The cost of any subsequent onward transport if you are stranded due to the loss, theft or damage of your insured keys up to a maximum of 100 per day up to 3 days in total. 24 hour, 365 days a year Emergency Helpline. Access to a nationwide network of locksmiths. Claims must be reported within 30 days of occurrence. Claims due to wear, tear and depreciation are excluded. Claim costs over the annual limit of 1,500 are excluded. This policy does not cover keys lost or stolen for a period of less than 3 days (unless a delay would cause undue hardship or significant expense). Page 32, What is not covered by section three Pages 34, Conditions that apply to section three 9

10 CANCELLATION RIGHT If you decide that for any reason this policy does not meet your insurance needs then please return it to your insurance broker within 14 days from the day of purchase or the day on which you receive your policy documentation, whichever is later, this is called the cooling off period. On the condition that no claims have been made or are pending, we will refund your premium in full. You may cancel this insurance policy at any time after this 14 day period, however no return of premium will be available. The insurer will not be bound to accept renewal of any insurance and may at any time cancel any insurance document by giving 30 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 for the insurer to cancel this insurance policy include but are not limited to: (a) where the insurer reasonably suspects fraud (b) non-payment of the premium (c) threatening or abusive behaviour (d) non-compliance with policy terms and conditions (e) you have not taken reasonable care to provide complete and accurate answers to the questions we or your insurance broker ask. If the insurer cancels the policy, you will be entitled to a return of premium on a pro-rata basis, unless the reason for cancellation is fraud and/or the insurer is entitled to keep the premium under the Consumer Insurances (Disclosure and Representations) Act MAKING A CLAIM In the event of a claim, please contact us as soon as practicable giving us as much information as you can about what has happened to bring about the claim. You can contact us by telephone on or by at keyclaims@coplus.co.uk. Alternatively you can write to us at Floor 2 Norfolk Tower Surrey Street Norwich NR1 3PA. Please always quote the reference KeyBack in order for us to help you more efficiently. 10

11 COMPLAINTS PROCEDURE We hope that you are completely happy with this policy and the service that you receive, however if you do have any reason to make a complaint, please contact your insurance broker in the first instance if the complaint relates to this policy. If your complaint is in regards to any aspect of claims, please contact us at the address and telephone number noted above, but marked for the attention of the Quality Assurance Manager. It will assist us in handling your complaint quickly if you can please have your claims reference available when you contact us. If for any reason it is not possible for us to reach an agreement, you have the right to make an appeal to the Financial Ombudsman Service. The address and full contact details for them are contained in your policy document on page 7. FINANCIAL SERVICES COMPENSATION SCHEME Great Lakes Insurance SE is covered by the Financial Services Compensation Scheme. You may be entitled to compensation from the scheme in the event that Great Lakes Insurance SE cannot meet its obligations. This depends on the type of insurance and the circumstances of the claim. Most insurance contracts are covered for 90% of the claim with no upper limit. You can obtain further information about compensation scheme arrangements from the FSCS by visiting 11

12 Agent s address Wesleyan Household Combined Key Facts DAS

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