Home insurance All you need to know - Prudential
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Home insurance
All you need to know
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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
Page 2
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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
Page 3
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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
Page 4
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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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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.
Page 6
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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.
Page 7
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! 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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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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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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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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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
! 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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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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✔✘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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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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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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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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! 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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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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! 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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✔✘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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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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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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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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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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