Home insurance - Prudential

Home insurance
            All you need to know




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Contents                                                                                       W
            Welcome to Prudential                 Section 4 Home Emergency Legal Protection                T
            Hints and tips                    3   The cover we provide                        22           i
                                                  A Core cover                                22
            Summary of policy limits         4                                                             y
                                                  B If you attend jury service                25
                                                                                                           w
            Policy conditions                     If you claim                                25
            Important information             5   Conditions and losses not covered           26           T
            How to claim                      6                                                            y
                                                  Section 5 Home Emergency
            This policy doesn’t cover         7                                                            h
                                                  If you have an emergency                    30
            Section 1 Buildings                   Home Emergency cover                        31           W
            A Core cover                      8   Conditions and losses not covered           32
            B Additional cover                9
                                                  Other conditions
            C Accidental damage              10
                                                  Claims conditions                           34
            D Property owner’s liability     11
                                                  General conditions                          35
            E If you claim                   12
                                                  General exclusions                          38
            Section 2 Contents
                                                  Policy definitions                          39
            A Core cover                     13
            B Additional cover               14   How to make a complaint                     43
            C Accidental damage              16
                                                  Everything else
            D Personal liability             17
                                                  Our regulators                              45
            E Employer’s liability           18
            F Tenant’s liability             18
            G If you claim                   19

            Section 3 Personal Possessions
            A Core cover                     20
            B Additional cover               20
            C If you claim                   21




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Welcome to Prudential
            Thank you for insuring your home with Prudential insurance, which
            is underwritten by U K Insurance Limited. We are determined to provide
            you with outstanding customer service at all times and to make insuring
            with us as easy and trouble-free as possible.
            This policy booklet provides all the details you need to know about
            your insurance policy. Please read this alongside your schedule and
            home proposal confirmation.
            We hope that you will insure with us for many years to come.



              Hints and tips
              Claim phone numbers > see the back cover

              What you need to do if you make a claim > see page 6

              List of defined words > see page 39

              Leaks and burst pipes > see page 8

              Conditions of the policy > see page 34

              Changes to the policy you should tell us about > see page 36

              If your bike is stolen > see page 20

              Cover for your children in lodgings at school/university > see page 15

              If your set or suite is damaged > see page 19

              What is not covered that applies to the whole policy > see pages 7 and 38




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Summary of policy limits                                                                                   P
            The following is a summary of the main policy limits. You should read the rest of
            this policy for the full terms and conditions.

              Buildings (if selected)                                                                                  Y
              Alternative accommodation and rent                                        £25,000                        •
              Trace and access                                                           £5,000                        •
              Property owner’s liability                                             £2,000,000                        •

              Contents (if selected)                                                                                   W
              Valuables inner limit                                 30% of Contents sum insured                        •
              Valuables single item limit                                                 £2,000
              Alternative accommodation and storage                                      £15,000
              Theft from outbuildings                                                     £2,500                       •
              Contents outside                                                            £1,000
              Garden plants                                      £1,000 per claim, £250 per plant                      •
              Money in the home                                                             £500
              Contents at university, college or boarding school                          £5,000                       •
              Contents temporarily away from the home                                     £5,000
              Downloaded content                                                          £1,000
              Business equipment                                                          £5,000
              Guests Belongings                                                             £500
              Birth of a child, religious festivals                 10% of Contents sum insured
              and weddings or civil partnerships
              Tenant’s liability                                                          £5,000
              Employer’s liability                                                   £5,000,000
              Personal liability                                                     £2,000,000

              Personal Possessions                                   Optional with Contents
              Single item limit                                                      £2,000
              Pedal cycles (per cycle)                                                 £500
              Money                                                                    £500
              Theft from unattended motor vehicle                                    £1,000

              Home Emergency Legal Protection                                         Optional
              Legal costs and expenses                                                £100,000

              Home Emergency                                                          Included
              Emergency call out                                                           £500
              Replacement boiler                                                           £250
              One night emergency accommodation                                            £250




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Policy conditions


            Policy conditions
              Important Information
            Your home insurance contract is made up of              Meeting your needs
            • this policy booklet                                   We have not given you a personal recommendation
            • your schedule                                         as to whether this policy is suitable for your specific
            • your proposal confirmation.                           needs and just to let you know our consultants may
                                                                    receive a bonus if you purchase any cover with us.
            What you need to do
                                                                    The law that applies
            • Please read this policy booklet and your schedule
              to make sure you know exactly what your               Under European law, you and we may choose
              insurance covers.                                     which law will apply to this contract. Unless both
            • Check your proposal confirmation and your             parties agree otherwise English law will apply, but
              schedule, which sets out the information you          this choice of law does not restrict your rights under
              have given us, carefully.                             mandatory provisions of the law of the country
                                                                    where you permanently live.
            • If you think there is a mistake, or if you need to
              make changes, you should tell us immediately.         We have supplied this Agreement and other
            • If you don’t give us correct information, or if you   information to you in English and we will continue
              don’t tell us about any changes:                      to communicate with you in English.
              − your policy may be invalidated
              − we may reject your claim
              − we may not pay your claim in full.




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Policy conditions continued




              How to claim
            Buildings, contents or personal possessions       Home Emergency Legal Protection claims                          ✘
            0345 605 9267                                     and legal advice line – Section 4
            If you need to claim:                             0345 605 9268
            • call the home insurance claims number as soon   We’re open 24 hours, 365 days a year.
                as possible
            • don’t make any arrangements for replacement     Home emergencies – Section 5
                or repair before you call                     0345 878 5122
            • when you call we’ll ask for:                    We’re open 24 hours, 365 days a year.
                − your policy number
                − information about the extent of the loss    Glass Replacement Helpline
                   or damage
                                                              0800 032 4165
                − your crime or loss reference number
                   (if relevant).                             The glass replacement helpline will arrange for any
                                                              glass forming part of your home or furniture to be
                                                              replaced if it gets broken. If the damage is covered
                                                              under your policy, you will only have to pay the
                                                              excess shown in your schedule. If the damage is
                                                              not covered under your policy, you may receive
                                                              a discount.




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Policy conditions




              This policy doesn’t cover
            ✘✘ Just like most insurers we don’t cover:
               • Wear and tear.
               • Maintenance and routine decoration.
               • Loss or damage as a result of the lack of
                  maintenance and/or routine decoration.
               • Reduction in value.
               • Damage caused by rot, fungus, woodworm,
                  beetles, moths, insects or vermin.
               • The cost of repairing or replacing any item
                  following a mechanical or electrical fault or
                  breakdown, or where it has failed or stopped
                  working despite there being no apparent
                  damage (note this does not apply to Section 5
                  Home Emergency).
               • Damage caused by cleaning, dyeing,
                  renovating, altering, re-styling, repairing or
                  restoring an item.
               • Tearing, scratching, chewing, vomiting, fouling,
                  urinating or denting by any domestic animal.
               • Any damage caused gradually.
               • Faulty workmanship, faulty design or the
                  use of faulty materials.
               • Items held or used for business purposes
                  except those listed as business equipment
                  in the definitions.
               • Any drop in the market value of your home
                  caused by rebuilding or repairing damage to
                  your buildings.
               • Any loss, damage or legal liability caused,
                  or allowed to be caused, by the deliberate,
                  wilful or malicious act of you or any paying
                  guest or tenant.
               • Any loss, damage or legal liability resulting
                  from the illegal acts of you or any paying
                  guest or tenant.




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Section 1 Buildings
             ! Defined words appear in bold – see page 39 for definitions. Your schedule will show if you have this cover.


              A Core cover

            Your buildings are covered for                               ✔✘Theft or attempted theft                                       ✔
            loss or damage caused by                                     ✘✘ We don’t cover:                                               ✘
                                                                            • damage caused by paying guests or tenants
            ✔✘Storm or flood                                                • loss or damage when it has been more than
            ✘✘ We don’t cover:                                                60 days since you last slept at your home on a
               • damage to fences, gates or hedges                            regular basis (which doesn’t include occasional
               • damage from frost.                                           visits or stays).

            ✔✘Water or oil escaping from fixed                           ✔✘Fire, explosion, lightning,                                    ✔
              water or heating systems                                     earthquake and smoke                                           ✘
               We also cover water or oil escaping from:                 ✘✘ We don’t cover loss or damage from:
               • underground drains and pipes                                                                                             ✔
                                                                            • scorching, melting, warping or other forms of
               • domestic appliances                                          heat distortion unless accompanied by flames
               • storage tanks.                                             • distortion or discolouration caused by the sun
            ✘✘ We don’t cover:                                              • acid burns
               • subsidence, heave or landslip damage caused                • spillage of candle wax
                 by escaping water or oil under this section.               • tobacco burns, unless accompanied by flames.
                 However, you may have cover under the
                 section ‘Subsidence or heave of the site on             ✔✘Being hit by vehicles, aircraft,
                 which your home stands, or landslip’ below
                                                                           flying objects and animals
               • tanks, pipes, appliances or heating systems
                 themselves                                                  We also cover damage from anything that drops
               • costs to remove and replace any part of the                from an aircraft or flying object.
                 buildings to find and repair the source of any
                 water or oil leaks. However, you may have cover
                                                                         ✔✘Subsidence or heave of the site on
                 under the Trace and Access section below                  which your home stands, or landslip
               • damage caused by the failure, wear and tear or             This includes cover for:                                      ✔
                 lack of grouting or sealant                                • solid floor slabs, but only if your home’s                  ✘
               • loss or damage caused by water overflowing from              foundations are damaged at the same time
                 sinks, wash basins, bidets, showers and baths as a           and by the same cause
                 result of taps being left on in your home                  • outdoor swimming pools, tennis courts,
               • loss or damage when it has been more than                    patios, terraces, service tanks, drains, septic
                 60 days since you last slept at your home on a               tanks, pipes and cables, central heating fuel
                 regular basis (which doesn’t include occasional              storage tanks, drives, footpaths, garden walls,
                 visits or stays).                                            hedges, gates or fences – but only if your
                                                                              home is damaged at the same time and by                     ✔
            ✔✘Trace and Access
                                                                              the same cause.
               We will also pay up to £5,000 to remove and
               replace any part of the buildings to:                     ✘✘ We don’t cover damage from:
                                                                            • normal bedding down of new structures                       ✔
               • find the source of any water or oil escaping from
                 tanks, pipes, appliances or fixed heating systems            or shrinkage
                 that is causing damage to the buildings.                   • settling of newly made up ground
            ✘✘ We don’t cover:                                              • coastal or river erosion
               • tanks, pipes, appliances or heating systems                • demolition or structural repairs or alterations
                 themselves.                                                  to your buildings.                                          ✘

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Section 1 Buildings




                                                                      B Additional cover
            ✔✘Vandalism or malicious acts                           You’re covered for
            ✘✘ We don’t cover:
               • damage caused by paying guests or tenants
                                                                    ✔✘Service pipes and cables
               • loss or damage when it has been more than            We will pay for accidental damage to
                 60 days since you last slept at your home on a       underground drains, pipes, cables and tanks
                 regular basis (which doesn’t include occasional      which you are legally responsible for and which
                 visits or stays).                                    provide services to or from your home.
                                                                    ✘✘ We won’t pay for loss or damage when it has
            ✔✘Falling trees or branches                                been more than 60 days since you last slept at
            ✘✘ We don’t cover damage to fences, gates or hedges.       your home on a regular basis (which doesn’t
                                                                       include occasional visits or stays).
            ✔✘Falling TV aerials, radio aerials,
              satellite dishes and their fittings                   ✔✘Loss of keys
               Please note:                                           We will pay to replace and fit locks:
               • if you have our Buildings cover, your                • on the outside doors of your home; or
                  buildings are covered for loss or damage            • to any safe or alarm system in your home
                  caused by falling TV aerials, radio aerials,        if the keys have been lost or stolen.
                  satellite dishes and their fittings. But our
                  Buildings cover does not cover damage to          ✔✘Emergency entry to buildings and
                  TV aerials, radio aerials, satellite dishes and     gardens
                  their fittings themselves
                                                                      We will pay for loss of or damage to your
               • if you have our Contents cover, this covers          buildings or garden landscaping caused by the
                  damage to your TV aerials, radio aerials,           fire brigade, police or ambulance service making
                  satellite dishes and their fittings themselves      a forced entry because of an emergency
                  (see Section 2).                                    involving you.
            ✔✘Frost damage to water pipes and tanks                 ✔✘Alternative accommodation,
            ✘✘ We don’t cover:                                        kennel fees and lost rent
               • water pipes or tanks that are outside                We will pay up to £25,000, in total, for alternative
               • water pipes or tanks in outbuildings                 accommodation for you and kennel fees for your
               • loss or damage when it has been more than            pets, and lost rent, if:
                 60 days since you last slept at your home on a       • your home is uninhabitable while it is being
                 regular basis (which doesn’t include occasional        repaired, due to a valid claim you have made
                 visits or stays).                                      under Section 1.
                                                                      • your home is occupied by squatters.
            ✔✘Riot, civil unrest, labour disputes or
              political disturbance                                   Alternative accommodation where appropriate will
                                                                      be reflective of the individuals’ needs. Each claim
            ✔✘Weight of snow                                          will be reviewed taking into account the duration,
               This includes cover for garages and outbuildings,      location and occupancy and will continue for the
               but only if they:                                      shortest amount of time necessary to restore your
                                                                      home to a habitable condition.
               • are built of brick, stone or concrete, and
               • have a tile or slate roof.
            ✘✘ We don’t cover damage to fences, gates
               and hedges.
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Section 1 Buildings continued




            B Additional cover continued                               C Accidental damage
            ✘✘ We won’t pay for:
                                                                      This cover is optional
                                                                                                                                     Y
               • Any subscription based services to your
                  alternative accommodation                                                                                          ✔
               • Any costs associated with keeping livestock         You’re covered for
                  and/or horses
               Please note we may not pay for costs you incur        ✔✘Accidental damage to the buildings
               without our prior agreement.
                                                                       Accidental damage is sudden and unintentional
            ✔✘Clearance costs                                          physical damage that happens unexpectedly.
               We will pay the costs of clearing the site and
               making it safe if we need to before repairing         You’re not covered for
               or rebuilding the buildings after damage
               covered under Section 1.                              ✘✘ We won’t pay for:
                                                                        • damage caused by any paying guest or tenant
            ✔✘Professional fees
                                                                        • damage by a cause listed in or specifically
               We will pay fees for chartered architects,                 excluded by Section 1A, other than:
               surveyors, suitably qualified consultants and legal
                                                                          – scorching, melting, warping or other forms
               fees necessary for us to rebuild your home.
                                                                             of heat distortion unless accompanied
            ✘✘ We won’t pay any fees for preparing your claim.               by flames
            ✔✘Government or local authority                               – distortion or discolouration caused by the sun
              regulations and requirements                                – acid burns
               We will pay the additional costs of rebuilding or          – spillage of candle wax
               repairing the damaged part of the buildings only           – tobacco burns, unless accompanied by flames
               if this is necessary to comply with any government         – loss or damage caused by water overflowing
               or local authority regulations and requirements               from sinks, wash basins, bidets, showers
               after damage covered under Section 1.                         and baths as a result of taps being left on in
            ✘✘ We won’t pay if you were told about the                       your home.
               requirement before the damage happened.                  • loss or damage when it has been more than
                                                                          60 days since you last slept at your home on a
            ✔✘The time between exchange and                               regular basis (which doesn’t include occasional
              completion when selling your home                           visits or stays).
               We will cover the buyer of your home under
               Section 1 until the sale completes, as long as the
               property isn’t insured under any other policy.
            ✔✘Glass and sanitary fittings
               We will pay for accidental breakage of fixed glass
               in windows, doors or roofs, fixed ceramic hobs,
               sinks and bathroom fittings in your home.
            ✘✘ We won’t pay for:
               • breakages caused by any paying guest or tenant
               • loss or damage when it has been more than
                 60 days since you last slept at your home on a
                 regular basis (which doesn’t include occasional
                 visits or stays).
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Section 1 Buildings




              D Property owner’s liability

            You’re covered for                                       You’re not covered for
            ✔✘Property owner’s liability                             ✘✘ Damages resulting from claims made against
               We will pay up to £2,000,000 to cover your legal         you for:
               liability for damages you have to pay if someone         • death or illness of or bodily injury to you
               makes a claim against you for:                             or your domestic staff
               • accidental death or illness of, or bodily injury       • damage to property belonging to or in
                  to, any person                                          the custody or control of you or your
               • accidental loss of or damage to property.                domestic staff
                                                                        • death, illness, injury, loss or damage caused
               This will also include costs, expenses and legal
                                                                          by any business
               fees for defending you, if we have agreed this in
               writing beforehand.                                      • any liability created by an agreement, unless
                                                                          you would have had that liability anyway
               We will pay if                                           • any incident that happens outside the
               The death, illness, bodily injury, loss or damage          period of insurance.
               must be caused solely by you, either:
               • as owner of your current home, or
               • by defective work carried out by you or on
                 your behalf to any private residence within the
                 United Kingdom that you used to own.
               Any liability that arises solely from you occupying
               your home, but not as owner of the property, is
               not covered under this section. However if you
               have our Contents cover, this covers liabilities
               arising from you occupying your home.

               Previous homes
               If the claim is for a home you used to own and
               live in:
               • you must not be covered by any other
                   insurance, and
               • you must no longer have any interest in
                   that property.




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Section 1 Buildings continued
                                                                                                                                     S
              E If you claim

            How we settle claims                                   Your excess                                                       T
            If the buildings are damaged by any of the causes
                                                                   You will have to pay any excesses shown in your                   c
                                                                   schedule. This includes the specific excesses for:
            listed in [Section 1], we will choose whether to:                                                                        ✔
                                                                   • subsidence, heave or landslip
            1) Manage and pay for repairing the damaged part
                                                                   • escape of water.
                using our own suppliers                                                                                              ✔
            2) Pay to repair or rebuild the damaged part using     We will only take off one excess for each claim,
                your suppliers, or                                 unless there is an endorsement shown in your
                                                                   policy schedule to say otherwise.
            3) Make a cash payment.
                                                                   If we have asked a supplier to deal with all or part of
            In the event that we take approach 2 or 3, we will
                                                                   your claim, we may ask them to collect the excess
            not pay more than the amount which it would have
                                                                   from you.
            cost us to repair or rebuild the damaged part using                                                                      ✘
            our own suppliers and therefore the amount you         Our guarantee
            receive may be lower than the cost charged by
            your suppliers.                                        We guarantee any work carried out by our suppliers
                                                                   for 12 months. We don’t provide any guarantee for
            If the damage to the buildings isn’t repaired or       work carried out by a supplier chosen and instructed
            rebuilt, we may pay the difference between the         by you.
            market value of your property immediately before
            the damage and its value after the damage.             Reducing your sum insured
            We may take off an amount for wear and tear if the     We will not reduce the sum insured after paying
            buildings were not in a good state of repair at the    a claim.
            time of the damage.

            How much we will pay                                   What we don’t pay for
            The most we will pay for any claim will be:
                                                                   ✘✘ We won’t pay:
            • the total sum insured shown on your schedule or
                                                                      • to alter or restore any undamaged part of the
              the full rebuild cost of your buildings, whichever
                                                                        buildings
              is less, plus
                                                                      • to replace or alter any undamaged items solely
            • any amounts due under the following parts of                                                                           ✔
                                                                        because they are part of a set, suite, group
              Section 1B:
                                                                        or collection.
              − Alternative accommodation, kennel fees and                                                                           ✘
                  lost rent
              − Clearance costs
              − Professional fees
              − Government or local authority regulations and
                  requirements.
            If the sum insured isn’t enough to cover the cost
            to rebuild your buildings, we will reduce any
            payment in line with the premium shortfall.
            For example, if your premium was 75% of what it
            would have been if the sum insured was enough to
            rebuild your buildings, we will pay no more than
            75% of your claim.


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Section 2 Contents


            Section 2 Contents
             ! Defined words appear in bold – see page 39 for definitions. Your schedule will show if you have this cover.


              A Core cover

            The contents in your home are                                ✔✘Fire, explosion, lightning, earthquake
            covered for damage caused by                                   and smoke
                                                                         ✘✘ We don’t cover loss or damage caused by:
            ✔✘Storm or flood                                                • scorching, melting, warping or other forms of
                                                                              heat distortion unless accompanied by flames
            ✔✘Water or oil escaping from fixed water
              or heating systems                                            • distortion or discolouration caused by the sun
               We also cover water or oil escaping from:                    • acid burns
               • underground drains and pipes                               • spillage of candle wax
               • domestic appliances                                        • tobacco burns, unless accompanied by flames.
               • storage tanks.
                                                                         ✔✘Being hit by vehicles, aircraft, flying
            ✘✘ We don’t cover:                                             objects and animals
               • subsidence, heave or landslip damage caused
                                                                            We also cover damage from anything that drops
                 by escaping water or oil under this section.
                 However, you may have cover under the                      from an aircraft or flying object.
                 section ‘Subsidence or heave of the site on             ✘✘ We don’t cover:
                 which your home stands, or landslip’ below                 • damage caused by pets.
               • tanks, pipes, appliances or heating
                 systems themselves                                      ✔✘Subsidence or heave of the site on
               • damage caused by the failure, wear and tear or            which your home stands, or landslip
                 lack of grouting or sealant                             ✘✘ We don’t cover loss or damage caused by:
               • loss or damage caused by water overflowing from            • normal bedding down of new structures
                 sinks, wash basins, bidets, showers and baths as a           or shrinkage
                 result of taps being left on in your home
                                                                            • settling of newly made up ground
               • loss or damage when it has been more than
                 60 days since you last slept at your home on a             • coastal or river erosion
                 regular basis (which doesn’t include occasional            • demolition or structural repairs or changes
                 visits or stays).                                            to your home.

            ✔✘Theft or attempted theft from                              ✔✘Vandalism or malicious acts
              your home                                                  ✘✘ We don’t cover:
            ✘✘ We don’t cover:                                              • loss or damage caused by paying guests or
               • loss by deception, unless the only deception                 tenants
                 used is to get into your home                              • loss or damage when it has been more than
               • loss of money unless force and violence is                   60 days since you last slept at your home on a
                 used to get into or out of your home                         regular basis (which doesn’t include occasional
               • loss or damage caused by paying guests or                    visits or stays).
                 tenants, or while your home or any part of it is let
               • loss or damage when it has been more than               ✔✘Falling trees or branches
                 60 days since you last slept at your home on a
                 regular basis (which doesn’t include occasional         ✔✘Falling TV aerials, radio aerials,
                 visits or stays).                                         satellite dishes and their fittings
               We will pay up to £2,500 for any contents
                                                                         ✔✘Riot, civil unrest, labour disputes
               claim following a theft from your garage
                                                                           or political disturbance
               or outbuildings.

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Section 2 Contents continued




              B Additional cover

            You’re covered for                                         ✔✘Alternative accommodation,                                    ✔
                                                                         kennel fees and storage
            ✔✘Frozen and chilled foods                                   We will pay up to £15,000 if your home is
               We will pay the cost of replacing any food in             uninhabitable following a valid claim made under
               your freezer or fridge that is lost or damaged by:        Section 2A for:
               • the temperature rising or falling                       • the cost of providing alternative accommodation
               • the refrigerant or refrigerant fumes escaping.            for you and kennel fees for your pets while                 ✘
            ✘✘ We won’t pay:                                               your home is being repaired
               • if your freezer or fridge is over 10 years old,         • the cost of temporarily storing your contents
                 unless it is regularly serviced                           while your home is uninhabitable.
               • for loss or damage resulting from a deliberate          We will only provide cover for your contents if:
                 act or neglect by you, or by your electricity           • they aren’t covered by any other insurance policy
                 provider or their employees or agents                   • we have arranged for their temporary storage.
               • for loss or damage when it has been more than           Alternative accommodation where appropriate
                 60 days since you last slept at your home on a          will be reflective of the individuals’ needs.
                 regular basis (which doesn’t include occasional         Each claim will be reviewed taking into account
                 visits or stays).                                       the duration, location and occupancy and
                                                                         will continue for the shortest amount of time                 •
            ✔✘Loss of keys
                                                                         necessary to restore/replace your contents
               We will pay to replace and fit locks:                     and/or to make your home habitable.
               • on the outside doors of your home; or
                                                                       ✘✘ We won’t pay for:                                            ✔
               • to any safe or alarm system in your home
                                                                          • Any subscription based services to your
               if the keys have been lost or stolen.                        alternative accommodation
            ✔✘Moving home                                                 • Any costs associated with keeping livestock
                                                                            and/or horses
               We will pay for loss of or damage to your
               contents by a cause listed under Sections 2A              Please note we may not pay for costs you incur
               (and 2C, if shown in your schedule) while the             without our prior agreement.
               contents are being moved from your home                                                                                 ✘
                                                                       ✔✘Contents outside
               to another private property that you are going
               to live in permanently within the British Isles.          We will pay up to £1,000 for loss of or damage
               This includes cover while the contents are                to your contents from any of the causes listed
               temporarily stored for up to 72 hours.                    under Sections 2A (and 2C, if shown in your
                                                                         schedule) while they are outside but within the
            ✘✘ We won’t pay for loss or damage:
                                                                         boundaries of your home.
               • to money
                                                                       ✘✘ We won’t pay for:
               • to china, glass, earthenware or other fragile items
                                                                          • loss of money
               • to bicycles
                                                                          • loss of or damage to bicycles                              •
               • caused by any paying guest or tenant.
                                                                          • loss or damage when it has been more than
            ✔✘Oil and metered water                                         60 days since you last slept at your home on a
               We will pay for the value of:                                regular basis (which doesn’t include occasional
               • oil from a domestic heating installation                   visits or stays).                                          ✔
               • metered water
               that is lost by a cause insured under Section 2A.
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Section 2 Contents




            ✔✘Contents temporarily away from                           computer, mobile phone or other portable
              your home                                                entertainment device that is lost or damaged by
               We will pay up to £5,000 for loss of or damage          any cause listed in Section 2A.
               to contents from any cause insured under              ✘✘ We won’t pay for rewriting the lost information.
               Section 2A while the items are temporarily away
               from your home in the British Isles.                  ✔✘Garden plants
            ✘✘ We won’t pay for:                                        We will pay
               • bicycles                                               • up to £1,000 for loss of or damage to trees,
               • camping equipment                                        shrubs, plants and lawns at your home and
               • loss of money                                            any design fees necessary to put it right.
                                                                          Within this limit we will pay up to £250 for any
               • loss by deception
                                                                          one plant, shrub or tree.
               • loss of or damage to guests’ belongings
                                                                        • for loss of or damage to trees, shrubs, plants
               • loss by theft, vandalism or malicious acts unless        and lawns following subsidence, but only if
                  these happen in an occupied private home                your home is damaged at the same time and
                  or building where you work, or force and                by the same cause.
                  violence is used to enter the building
                                                                     ✘✘ We won’t pay for:
               • personal possessions.
                                                                        • loss or damage caused by any pets, other
            • If you have our Personal Possessions                        animals, birds, insects, fungus, or frost
              cover, this covers damage to or loss of your              • trees, shrubs, plants or lawns which die
              personal possessions.                                       naturally, or die because you haven’t looked
                                                                          after them properly
            ✔✘Contents at university, college
                                                                        • loss or damage caused by storm, flood,
              or boarding school                                          or weight of snow
               We will pay up to £5,000 for loss of or damage           • loss or damage when it has been more than
               to contents from any cause insured under                   60 days since you last slept at your home on a
               Section 2A while the items are being kept in your          regular basis (which doesn’t include occasional
               lodgings whilst you’re away at university, college         visits or stays).
               or boarding school in the British Isles.
            ✘✘ We won’t pay for:                                     ✔✘Birth of a child, religious festivals and
               • bicycles                                              weddings or civil partnerships
               • camping equipment                                     We will increase the sum insured for contents
               • loss of money                                         by 10% for 30 days before and 30 days after:
               • loss by deception                                     • you have a baby
               • loss of or damage to guests’ belongings               • a religious festival that you celebrate
               • loss by theft, unless there is evidence of            • your wedding or civil partnership ceremony.
                  forcible and violent entry to your lodgings          The date of the birth, wedding, civil partnership or
               • personal possessions.                                 religious festival and the 30 days periods, must be
            • If you have our Personal Possessions                     within the period of insurance on your schedule.
              cover, this covers damage to or loss of your
              personal possessions.
                                                                     ✔✘Title deeds
                                                                       We will pay the cost of preparing new title deeds
            ✔✘Downloaded content                                       to your home after loss or damage by any cause
                                                                       insured under Section 2A while the deeds are in
               We will pay up to £1,000 to replace content
                                                                       your home or in your bank for safe keeping.
               that you have bought and stored on your home

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            B Additional cover continued                             C Accidental damage
            ✔✘Home entertainment equipment
                                                                    This cover is optional
                                                                                                                                   Y
               We will pay for accidental damage to any home
               audio, video or home computing equipment while                                                                      ✔
               in your home.                                       You’re covered for
               Accidental damage is sudden and unintentional
               physical damage that happens unexpectedly.          ✔✘Accidental damage to your contents
            ✘✘ We won’t pay for:                                     We will pay for accidental damage to your
               • loss of or damage to any discs, records, memory     contents while they are in your home or being
                 cards, USB drives or musical instruments            moved to your new home.
               • loss of or damage to any audio, video or            Accidental damage is sudden and unintentional
                 computing equipment designed to be portable         physical damage that happens unexpectedly.
                 other than laptop computers and tablets
               • damage by any paying guest or tenant              You’re not covered for
               • loss or damage when it has been more than
                 60 days since you last slept at your home on a    ✘✘ We won’t pay for:
                 regular basis (which doesn’t include occasional      • damage to bicycles
                 visits or stays).                                    • damage to money
                                                                      • damage caused by any paying guest or tenant
            ✔✘Glass
                                                                      • damage by a cause listed in or specifically
               We will pay for accidental breakage of mirrors,
                                                                        excluded by Section 2A, other than:
               fixed glass in furniture, pictures or ornaments,
                                                                        – scorching, melting, warping or other forms
               plate glass tops to furniture and ceramic hobs
                                                                           of heat distortion unless accompanied
               while in your home.
                                                                           by flames
            ✘✘ We won’t pay for:
                                                                        – distortion or discolouration caused by the sun
               • breakages caused by any paying guest
                                                                        – acid burns
                 or tenant
                                                                        – spillage of candle wax
               • loss or damage when it has been more than
                                                                        – tobacco burns, unless accompanied by flames
                 60 days since you last slept at your home on a
                 regular basis (which doesn’t include occasional        – loss or damage caused by water overflowing
                 visits or stays).                                         from sinks, wash basins, bidets, showers
                                                                           and baths as a result of taps being left on in
                                                                           your home.
                                                                      • loss or damage when it has been more than
                                                                        60 days since you last slept at your home on a
                                                                        regular basis (which doesn’t include occasional
                                                                        visits or stays).




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Section 2 Contents




              D Personal liability

            You’re covered for                                      You’re not covered for
            ✔✘Personal liability                                    ✘✘ Any liability relating to:
               We will pay up to £2,000,000 to cover your legal        • death or illness of, or bodily injury to, you or
               liability for damages you have to pay if someone          your domestic staff
               makes a claim against you for:                          • damage to property belonging to or being
               • accidental death or illness of, or bodily injury        looked after by you or your domestic staff
                  to, any person                                       • death, illness, injury, loss or damage caused by:
               • accidental loss of or damage to property                − you owning or occupying any land or
                                                                            building except your home or temporary
               that happens within the period of insurance
                                                                            holiday accommodation
               on your schedule.
                                                                         − any business
               This will also include costs, expenses and legal          − an agreement, unless that liability would
               fees for defending you, if we have agreed this               have existed anyway.
               in writing.                                             • you owning, keeping or using any:
               This section covers liabilities arising from you          − vehicles, except caravans and trailers
               occupying your property. Any liability that arises           while they are not being towed
               solely from you owning your home, not as                  − drones or model aircraft
               occupier of the property, is not covered under            − animals except domestic pets
               this section. However if you have our Buildings           − horses, ponies, donkeys or mules
               cover, this covers liabilities arising from you           − dangerous dogs as described under the
               owning your home.                                            Dangerous Dogs Act 1991 or the Dangerous
                                                                            Dogs (Northern Ireland) Order 1983 and
                                                                            any updates to that legislation.
                                                                       • any disease that can be passed from one
                                                                         person to another.
                                                                    • Liability for accidental death or illness of, or bodily
                                                                      injury to, your domestic staff is covered under
                                                                      Section 2E Employer’s liability.




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Section 2 Contents continued




              E Employer’s liability                                F Tenant’s liability

            You’re covered for                                    You’re covered for                                              H
            ✔✘Employer’s liability                                ✔✘Tenant’s liability                                            F
               We will pay up to £5,000,000 to cover damages        We will pay up to £5,000 for any claim resulting              w
               you become legally liable to pay for any claim       from a single incident for amounts you become                 •
               caused by a single incident involving accidental     legally liable to pay as a tenant of your home for            •
               death or illness of, or bodily injury to, your       damage caused to the buildings by any cause
               domestic staff.                                      covered by Section 1A.
               This will also include costs, expenses and legal     If you have contents accidental damage                        •
               fees for defending you, if we have agreed this       (Section 2C), this also includes any amounts                  W
               in writing beforehand.                               you become legally liable to pay for accidental               c
               We only cover incidents that happen within           damage to:                                                    I
               the period of insurance on your schedule.            • underground drains, pipes, cables and tanks                 a
                                                                        which you are legally responsible for and                 p
                                                                        which provide services to or from your home
                                                                    • fixed glass in windows, doors or roofs, fixed               H
                                                                        ceramic hobs, sinks and bathroom fittings in              T
                                                                        your home.                                                •
                                                                    Accidental damage is sudden and unintentional
                                                                    physical damage that happens unexpectedly.                    •


                                                                  You’re not covered for
                                                                                                                                  •
                                                                  ✘✘ We won’t pay for:
                                                                     • breakages caused by your paying guests                     •
                                                                       or tenants
                                                                     • loss or damage when it has been more than                  •
                                                                       60 days since you last slept at your home on a             •
                                                                       regular basis (which doesn’t include occasional            •
                                                                       visits or stays).                                          •
                                                                                                                                  •




                                                                                                                                  O
                                                                                                                                  •

                                                                                                                                  •
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Section 2 Contents




              G If you claim

            How we settle claims                                      • Loss of keys
                                                                      • Oil and metered water
            For any item of contents that is lost or damaged we       • Title deeds.
            will choose whether to:
                                                                      If the sum insured isn’t enough to cover the cost
            • replace or repair the item or part
                                                                      to replace all of the contents of your home as
            • pay the cost of replacing or repairing the item         new, we will reduce any payment in line with the
               or part, up to the amount it would have cost to        premium shortfall.
               replace or repair using our own suppliers, or
                                                                      For example, if your premium was 75% of what it
            • make a cash payment.
                                                                      would have been if the sum insured was enough to
            We won’t pay more than the amount it would have           replace the entire contents of your home as new,
            cost us to replace or repair using our own suppliers.     we will pay no more than 75% of your claim.
            If appropriate parts or replacement items are not
            available, we will pay the full cost of the item,         Your excess
            provided the sum insured is adequate.                     You will have to pay any excesses shown in
                                                                      your schedule. This includes the specific escape
            How much we will pay                                      of water excess.
            The most we will pay for any claim will be:               There is no excess for claims under the additional
            • the Contents sum insured shown in                       covers contents outside and garden plants.
              your schedule                                           We will only take off one excess for each claim,
            • the amount shown in your schedule for any loss          unless there is an endorsement shown in your
              of or damage to valuables that you haven’t              policy schedule to say otherwise.
              included as specified items
                                                                      If we have asked one of our suppliers to deal with
            • £2,000 for any one valuable (whether an item, set       all or part of your claim, we may ask them to collect
              or collection) unless your schedule shows otherwise     the excess from you.
            • the sum insured shown in the schedule for any
              specified item                                          Sets and suites
            • £5,000 for business equipment                           If part of a set, suite, group or collection of items
            • £500 for money                                          is lost or damaged, we will not pay the cost to
            • £500 for guests’ belongings                             replace or alter any of the undamaged items solely
            • £2,500 for theft from garages or outbuildings           because they are part of the same set, suite, group
            • the amounts shown in Section 2 under                    or collection.
              the headings:                                           If we ask you to, you will have to give up the
              − Alternative accommodation,                            undamaged parts of the set or suite to us where the
                 kennel fees and storage                              full replacement cost has been paid.
              − Contents temporarily away from your home
              − Contents at university, college or boarding           Specified items
                 school                                               If you claim for an item listed in your schedule, you
              − Downloaded content                                    will need to give us proof of the item’s value. To help
              − Contents outside                                      you do this, we recommend that you keep receipts
              − Garden plants                                         and copies of valuations.
            On top of your total sum insured, we will also pay for:
                                                                      Reducing your sum insured
            • Alternative accommodation,
              kennel fees and storage                                 We will not reduce the sum insured after paying
            • Garden plants                                           a claim.

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Section 3 Personal Possessions
             ! Defined words appear in bold – see page 39 for definitions. Your schedule will show if you have this cover.


              A Core cover                                                 B Additional cover

            Your personal possessions are                                You’re covered for                                              H
            covered for                                                  ✔✘Items in a bank                                               F
                                                                            We will pay for accidental loss of or damage to              t
            ✔✘Accidental loss and damage
                                                                            items listed on your schedule as being in a bank             •
               We will pay for accidental loss of or damage to:
                                                                            or safe deposit box.                                         •
               • your personal possessions
               • any other items listed on your schedule under              We will also cover items when they are taken out
                 ‘Personal possessions’                                     of the bank or safe deposit box if we have agreed
                                                                            that they can be temporarily taken out.                      •
               while they are within the British Isles.                                                                                  W
               This includes cover for:                                  ✔✘Money                                                         c
               • possessions stolen from your unattended                    We will pay up to £500 for the theft or accidental           I
                 vehicle, but only if the vehicle is locked and             loss of money which is either with you, or which             a
                 your possessions are hidden from view in a                 you have left in a secure place, anywhere in the             p
                 closed glove compartment or locked boot                    world. You must report the theft or loss to the
               • loss or damage to bicycle tyres and                        police within 24 hours.                                      H
                 accessories, but only if the bicycle is lost or         ✘✘ We don’t pay for:                                            T
                 damaged at the same time                                   • shortages caused by mistake (eg someone                    •
               • the theft of an unattended bicycle, but only                 shortchanging you)
                 if it is in a locked building or secured with a            • any loss in value (eg as a result of                       •
                 bike lock to an immovable object.                            currency devaluation)
                                                                            • money confiscated by Customs or                            •
            Your personal possessions aren’t                                  other officials.
                                                                                                                                         •
            covered for                                                  ✔✘Overseas travel
            ✘✘ We don’t pay for loss of or damage to                        We will cover items that are insured under
               • business equipment                                         Section 3A for up to 60 days while they are
                                                                            temporarily outside the British Isles. You must
               • vehicles
                                                                            either have the items with you, or have left them
               • watercraft propelled by hand (such as a                    in a secure place.
                 surfboard or rowing boat)
               • sports equipment while it is in use
               • camping equipment while it is set up or in use          You’re not covered for
               • items taken by Customs or other officials
                                                                         ✘✘ We don’t pay for anything that is excluded under
               • any bicycle while it is being used for organised           Section 3A.
                 racing, pace-making or trials
               • money. You may have cover under Section 3B
                 Money.
            ✘✘ We also don’t pay for loss or damage:
               • for theft involving deception
               • by any paying guest or tenant
               • covered under Section 2A.



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Section 3 Personal Possessions (optional)




              C If you claim

            How we settle claims                                    Your excess
                                                                    You will have to pay any excesses shown on
            For any personal possession, set or part of a set       your schedule.
            that is lost or damaged we will choose whether to:
                                                                    There is no excess for claims for money.
            • replace or repair the item or part
            • pay the cost of replacing or repairing the item       We will only take off one excess for each claim,
               or part, up to the amount it would have cost to      unless there is an endorsement shown in your
               replace or repair using our own suppliers, or        policy schedule to say otherwise.
            • make a cash payment.                                  If we have asked a supplier to deal with all or part
                                                                    of your claim, we may ask them to collect the
            We won’t pay more than the amount it would have
                                                                    excess from you.
            cost us to replace or repair using our own suppliers.
            If appropriate parts or replacement items are not       Sets and suites
            available, we will pay the full cost of the item,       If part of a set, suite, group or collection of items
            provided the sum insured is adequate.                   is lost or damaged, we will not pay the cost to
                                                                    replace or alter any of the undamaged items solely
            How much we will pay
                                                                    because they are part of the same set, suite, group
            The most we will pay for any claim will be:             or collection.
            • the Personal Possessions sum insured shown on         If we ask you to, you will have to give up the
              your schedule                                         undamaged parts of the set or suite to us where the
            • £2,000 for any one item, set or collection unless     full replacement cost has been paid.
              your schedule shows otherwise
            • £500 for any bicycle unless it is specified on        Specified items
              your schedule                                         If you claim for an item listed in your schedule,
            • £1,000 for theft from an unattended                   you will need to give us proof of the item’s value.
              motor vehicle.                                        To help you do this, we recommend that you
                                                                    keep receipts and copies of valuations.




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Section 4 Home Emergency Legal Protection
             ! Defined words appear in bold – see page 39 for definitions. Your schedule will show if you have this cover.


              The cover we provide                                         A Core cover
            We will provide cover under section 4 Home                   You’re covered for                                                ✔
            Emergency Legal Protection as long as:
            • we and the appointed representative agree                  ✔✘Personal injury
              that your claim has reasonable prospects of                   We will pay costs for an incident that causes
              success for the duration of the claim                         physical bodily injury to you, or leads to
            • the incident happens within the territorial limits            your death.
              and the date of incident is during a period cover             We will only pay costs for claims relating to
              was in force, and                                             mental health if they result from an accident that
            • any legal proceedings are carried out within the              also causes physical bodily injury to you.
              territorial limits by a court.                             ✘✘ We don’t cover claims arising from or relating to:
                                                                            • illness or injury that develops gradually or isn’t           ✘
                                                                              caused by a specific or sudden accident
              Legal expenses                                                • defending your legal rights in claims
              Before you incur any costs, you must contact                    against you
              the legal helpline on 0345 605 9268. The                      • clinical negligence other than those covered
              helpline is open 24 hours a day, 365 days of                    under ‘Clinical negligence’ below.
              the year.
                                                                         ✔✘Clinical negligence
              You can ring the legal helpline to talk about any
              private legal problem under United Kingdom                    We will pay costs where negligent surgery,
              law, whether or not it results in a claim. We will            clinical or medical procedure or treatment
              advise you of your legal rights, what courses                 leads to:
              of action are available to you and whether you                • physical bodily injury to you, or
              need to consult a lawyer.                                     • your death.
              The legal helpline does not provide advice in                 We will only pay costs for claims relating to
              relation to any business, trade, profession or                mental health if they result from negligent
              venture for gain.                                             surgery, clinical or medical procedure or
              Please have your home insurance policy                        treatment that also causes physical bodily
              number with you when you call.                                injury to you.
                                                                         ✘✘ We don’t pay for claims arising from or relating to:
                                                                            • negligent surgery, clinical or medical
                                                                              procedures, or treatment that occurred before
                                                                              cover started
                                                                            • any alleged failure to correctly diagnose
                                                                              your condition.




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Section 4 Home Emergency Legal Protection (optional)




                ✔✘Employment                                                  ✔✘Contract disputes
                   We will pay costs for any dispute you have                   We will pay costs for breach of contract
                   with your current or former employers at an                  claims for:
                   Employment Tribunal.                                         • buying or hiring goods or services
                   We will only pay the costs of defending your                 • selling goods
                   legal rights in claims against you where you are             • buying or selling your home.
                   defending a counter-claim.                                   We will only pay costs for claims relating to
                   We will only pay costs relating to settlement                advice, specification, design, construction,
                   agreements if you are also in a position to make             conversion, extension, renovation or demolition
                   an Employment Tribunal claim.                                relating to any land or buildings, if they are part
                ✘✘ We don’t cover claims arising from or relating to:           of your home and the contract value is less than
                   • any disciplinary, investigatory or grievance               £15,000 (including VAT).
                     procedures within the company you work                   ✘✘ We don’t cover claims arising from or relating to:
                     for, or any appeals against the outcomes of                 • contracts you entered into before your
                     these procedures                                              cover started
                   • redundancy consultations                                    • leases, tenancies or licences to occupy land
                   • disputes that start in or are transferred to the              or buildings
                     county court or high court or the equivalent                • contracts connected with a profession,
                     courts in the territorial limits.                             business, trade or venture for gain
                                                                                 • contracts connected with your
                                                                                   employment other than those covered
                                                                                   under ‘Employment’ below
                                                                                 • loans, mortgages, pensions, investments
                                                                                   or borrowing
                                                                                 • planning (eg town and country planning)
                                                                                 • professional negligence in connection with
                                                                                   any matter not covered under this section
                                                                                   (Section 4).
:




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Section 4 Home Emergency Legal Protection continued




            A Core cover continued
            ✔✘Protecting your property                              ✔✘Inheritance disputes                                           Y
               We will pay costs for the following claims             We will cover the costs of claims for a dispute
               arising out of owning or living in your home:          over something left to you in a will.                          ✔
               • legal nuisance                                     ✘✘ We don’t cover claims arising from or relating to:
               • trespass to your home                                 • disputes with executors about the
               • physical damage to your home.                           management of the estate
               We will only pay for claims relating to works           • disputes between you and another beneficiary
               carried out by a government, public or local              regarding the administration or disposal of any
               authority or their contractors if they are for            item left to you in a will
               accidental physical damage.                             • the negligent drafting of a will
               We will only pay the costs of defending your            • situations where a will has not been made
               legal rights in claims against you if you are             or concluded, or can’t be traced (this is
               defending a counter-claim.                                called ‘intestacy’).
            ✘✘ We don’t cover claims arising from or relating to:
                                                                    ✔✘Legal defence
               • any building or land other than your home
                                                                      We will cover the costs of claims for your work
               • planning (eg town and country planning)
                                                                      as an employee that lead to:
               • advice, specification, design, construction,
                                                                      • you being prosecuted in a criminal court
                 conversion, extension, renovation or
                                                                         within the territorial limits
                 demolition on any land or relating to
                                                                      • civil action being taken against you for
                 any buildings
                                                                         unlawful discrimination
               • leases, tenancies or a licence to occupy land
                                                                      • civil action being taken against you under
                 or buildings.
                                                                         Section 13 of the Data Protection Act 1998.
            ✔✘Motoring offences
                                                                    ✔✘Tax enquiries
               We will cover costs to defend you if you are
                                                                      We will cover the costs of helping you with a
               being prosecuted for an offence connected with
                                                                      full enquiry by HM Revenue & Customs into
               using or driving a motor vehicle. You must send
                                                                      all aspects of your self-assessment tax return,
               us a copy of your summons within 7 days of
                                                                      provided the enquiry focuses solely on your work
               receiving it.
                                                                      as an employee.
            ✘✘ We don’t cover claims arising from or relating to:
                                                                    ✘✘ We don’t cover claims arising from or relating to:
               • prosecutions resulting from drink- or drug-
                                                                       • enquiries limited to specific aspects of your
                 related offences
                                                                         self-assessment tax return
               • you driving a motor vehicle without valid
                                                                       • any business tax affairs (eg where you are
                 motor insurance
                                                                         self-employed, a sole trader or in
               • offences related to driving licences or
                                                                         a partnership).
                 vehicle documentation
               • parking or obstruction offences.




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Section 4 Home Emergency Legal Protection (optional)




              B If you attend jury service                            If you claim

            You’re covered for                                      The most we will pay, including any appeal or
                                                                    counterclaim, is:
            ✔✘Salary while you attend jury service                  • £100,000 costs (including VAT) for all claims
               We will pay your salary or wages for each              arising from the same incident under Section 4A
               complete half day you carry out jury service           Core cover
               if you can’t claim them back from the court          • £100,000 for your salary or wages for all claims
               or your employer.                                      arising from the same incident under Section 4B
                                                                      Salary while you attend jury service.




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Section 4 Home Emergency Legal Protection continued




              Conditions and losses not covered

            Losses not covered that only apply                       Conditions that only apply to                                    C
            to Section 4 Home Emergency                              Section 4 Home Emergency                                         I
                                                                                                                                      l
            Legal Protection                                         Legal Protection                                                 g
                                                                                                                                      I
              The losses not covered apply to this section in         These conditions apply to this section                          t
              addition to the losses not covered on                   in addition to the general conditions on                        fi
              pages 7 and 38.                                         page 35.                                                        I
                                                                      Note that the following conditions do not apply                 i
                                                                      to Section 4 Home Emergency Legal Protection:                   f
            ✘✘ We don’t cover claims arising from or relating to:
                                                                      • The general conditions under ‘Policy terms                    (
               • costs relating to the period before we accept
                                                                         and conditions’ and ‘Preventing loss’.                       c
                 your claim
                                                                      • The claims conditions listed on page 34.                      o
               • action against another person who is insured
                                                                                                                                      T
                 by this policy
                                                                                                                                      s
               • fines, penalties, compensation or damages           Following the policy terms                                       Y
                 which you are ordered to pay by a court
                                                                     You must follow all of the terms and conditions of               a
               • any dispute between you and someone you
                                                                     this policy, and take all reasonable precautions to
                 live with or have lived with
                                                                     prevent a claim from happening. Where a claim
               • divorce, separation, matrimonial or civil           is unavoidable, you must take all reasonable
                 partnership issues, cohabitation, joint             precautions to minimise the amount of the claim.
                 property ownership, joint financial obligations
                                                                     If our position is affected because you have not
                 or maintenance, financial or custody
                                                                     followed the terms and conditions of this policy,
                 arrangements involving children
                                                                     we have the right to:
               • a judicial review – an application for a judge to
                                                                     • refuse or withdraw from any claim
                 review the legality of a decision made or action
                 taken by a public body                              • refuse to pay costs we have already agreed
                                                                         to meet
               • any dispute with us about this section of the
                 policy other than as shown under “How to            • claim back from you costs that we have paid.
                 make a complaint” (see page 43)
                                                                     Reporting your claim
               • incidents that begin before cover started
                                                                     You must report full and factual details of your
               • loss or damage that is insured under
                                                                     claim to us within a reasonable time of the date
                 another section of this policy or any other
                                                                     of incident.
                 insurance policy
               • any appeal where we did not provide cover           You must send us any reasonable and relevant
                 for the original claim.                             information that we ask for. You must pay for any
                                                                     charges involved in doing this.




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Section 4 Home Emergency Legal Protection (optional)




            Choosing who represents you                                    Co-operating with the appointed representative
            If we accept your claim, we will choose a preferred            and us
            law firm to try to settle the matter without having to         If we ask, you must tell the appointed
            go to court.                                                   representative to give us any documents,
            If it is necessary to take your claim to court, or if          information or advice that they have or know about.
            there is a conflict of interests, you can choose a law         You must fully co-operate with the appointed
            firm to act as the appointed representative.                   representative and with us.
            If you choose an appointed representative who                  You must not take any action that has not been
            isn’t a preferred law firm they must agree to act              agreed by your appointed representative or
            for you in line with our terms of appointment                  by us.
            (you can ask us for a copy). We will only cover their          You must keep us and your appointed
            costs from the date they agree to our terms                    representative promptly informed of all
            of appointment.                                                developments relating to the claim and provide us
            The appointed representative will enter into a                 and the appointed representative immediately
            separate contract of appointment directly with you.            with all information, evidence and documents that
            You will be responsible for any of their costs that            you have or know about.
            aren’t authorised by us.                                       You must get our permission before instructing
                                                                           a barrister or expert witness.
                                                                           We can contact the appointed representative
                                                                           at any time, and they must co-operate with us at
                                                                           all times.




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            Conditions and losses not covered continued
            Barrister’s opinion                                     Offers to settle your claim                                       A
            If there are conflicting opinions over the reasonable   You must tell us if anyone makes a payment into                   W
            prospects of success, we will ask you to get an         court or offers to settle your claim.                             •
            opinion from a barrister. We will agree the choice      We can refuse to pay further costs if you do not                  •
            of barrister with you. You will have to pay for         accept a payment into court, or an offer to settle a              •
            the opinion unless it shows that your claim has         claim, which we or your appointed representative
            reasonable prospects of success.                        considers should be accepted.                                     R
                                                                                                                                      Y
                                                                    Approval to settle or end your claim                              c
                                                                    You must not stop, settle, negotiate or withdraw                  w
                                                                    from a claim or withdraw instructions from the                    t
                                                                    appointed representative without our approval.                    W
                                                                    We won’t withhold approval without good reason.
                                                                                                                                      •
                                                                    If the appointed representative refuses to
                                                                    continue acting for you, or if you dismiss them                   •
                                                                    If an appointed representative refuses to continue
                                                                    acting for you with good reason, or if you dismiss
                                                                    them without good reason, cover for your claim will
                                                                    end immediately unless we agree to appoint another
                                                                    appointed representative.                                         R
                                                                                                                                      t
                                                                    Economically settling your claim                                  t
                                                                                                                                      r
                                                                    We can decide to settle your claim by paying you
                                                                    the compensation you are likely to be awarded by a
                                                                    court instead of starting or continuing your claim or
                                                                    legal proceedings. If your claim is not for damages,
                                                                    we may decide to settle your claim by paying you
                                                                    the equivalent financial value of your claim.

                                                                    If costs become disproportionate
                                                                    We can refuse to pay further costs if we or the
                                                                    appointed representative consider that those
                                                                    costs would be disproportionate to the value of
                                                                    the claim.

                                                                    If your claim no longer has reasonable prospects
                                                                    of success
                                                                    You must tell us if your claim no longer has
                                                                    reasonable prospects of success.
                                                                    We can refuse to pay further costs if your claim no
                                                                    longer has reasonable prospects of success.




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