National Guild of Master Craftsmen Home Emergency Assistance Insurance - A Brief Explanation

Transcription

1 Important telephone numbers Policy Document Customer service hr home emergency assistance This policy document is available in large print, audio and Braille. Please phone and we will be pleased to organise an alternative version for you. National Guild of Master Craftsmen Home Emergency Assistance National Guild of Master Craftsmen Home Emergency Assistance is sold by Sean G Cusack Limited, Short Quay, Kinsale, Cork, Ireland National Guild of Master Craftsmen Home Emergency Assistance insurance is underwritten by AGA International SA and is administered as a branch in the UK by Allianz Global Assistance. Allianz Global Assistance is a trading name of Mondial Assistance (UK) Limited, Registered in England No Registered Office 102 George Street, Croydon CR9 6HD. Sean G Cusack Limited is authorised and regulated by the Central Bank of Ireland. AGA International SA is authorised by Autorité de Contrôle Prudentiel in France and is regulated by the Central Bank of Ireland for the conduct of Irish Business by way of the Freedom of Services into Ireland in accordance with the European Union Third non-life directive. Allianz Global Assistance acts as an agent for AGA International SA for the receipt of customer money, settling claims and handling premium refunds. Sean G Cusack Limited acts as an agent for AGA International SA for the receipt of customer money and handling premium refunds. Ref 5168HEC (1) 09/13

2 Statement of Policy suitability wording Page number Statement of suitability 1 Terms of business Summary of cover 3 Important information 3-4 Definition of words 5 General conditions 6 Making a claim 7 Making a complaint 7 Home emergency assistance cover 8-9 Important Notice - Statement of Suitability This is an important document which sets out the reasons why the product(s) or service(s) offered or recommended is/are considered suitable, or the most suitable, for your particular needs, objectives and circumstances. National Guild of Master Craftsmen Home Emergency Assistance insurance is typically suitable for customers who wish to insure themselves against the cost of arranging emergency repairs to their home following damage. Home Emergency Assistance insurance does not cover everything. You should read the policy carefully to make sure it provides the cover you need. You may already possess alternative insurance for some or all of the features and benefits provided by this Home Emergency Assistance insurance policy. It is your responsibility to investigate this. Sean G Cusack Limited has not provided you with any recommendation or advice about whether this product meets your specific insurance requirements. 1 This booklet contains three separate documents. The Statement of suitability and the Terms of business documents both explain how the National Guild of Master Craftsmen Home Emergency Assistance insurance policy has been sold to you. The Policy Wording provides the full terms, conditions and exclusions of the Home Emergency Assistance insurance. Contents Terms of business AGA International SA, UK Branch, Allianz Global Assistance, 102 George Street, Croydon, CR9 6HD United Kingdom 1. Who we are AGA International SA is the insurer and is authorised by Autorité de Contrôle Prudentiel in France, and is regulated by the Central Bank of Ireland for the conduct of Irish Business by way of the Freedom of Services into Ireland in accordance with the European Union Third non-life directive. Freedom of Services is provided through the branch of AGA International SA. The branch will be administered in the UK by Mondial Assistance (UK) Limited trading as Allianz Global Assistance, 102 George Street, Croydon CR9 6HD. Acting in Ireland on the insurer s behalf is Mondial Assistance Ireland Limited also trading as Allianz Global Assistance, 511 Q House, Furze Road, Sandyford Industrial Estate, Dublin 18, Ireland. 2. Consumer Protection Code 2012 AGA International SA is subject to the Central Bank of Ireland s Consumer Protection Code 2012 which offers protection to consumers. You can find this Code on the Central Bank s website 3. Scope of services AGA International SA is a non-life general insurer, underwriting home emergency cover, travel insurance, roadside assistance insurance and motor warranty insurance products directly with the customer. We provide a full policy and claims administration service, in Ireland through local provider Allianz Global Assistance, 511 Q House, Furze Road, Sandyford Industrial Estate, Dublin 18, to our customers. 4. How we use your personal data We will use any personal information you supply to us to process your insurance, handle claims and prevent fraud. To do so we may share this with our representatives, other insurers and industry governing bodies and regulators. This may involve transferring information to other countries (some of which may have limited or no data protection laws). We have taken steps to ensure your information is held securely. We, and members of The Allianz Global Assistance Group, may use your information for marketing and research purposes or to inform you from time to time about new products or services. If you do not want to receive marketing information please write to us. You are entitled to know what personal information we hold about you. 5. How we charge The charge for our services is included in the premium (which also includes applicable government levies and premium taxes). The premium details, referring to taxes and optional extra covers, are set out in your policy schedule. 6. Conflict of interest It is our policy to maintain appropriate administration structures to ensure that the potential for any conflict of interest between us is avoided as far as possible. This would include ensuring that separate claims handlers are employed where we are the underwriter of both the claimant and respondent policy and a conflict on liability exists. 7. Default Non-payment of your premium or part thereof or breach by you of certain conditions of your policy may lead to your policy being revoked or cancelled. You should refer to the precise terms of your policy. 8. Cancellation rights If your cover does not meet your requirements, please notify us within 14 days of receiving your policy schedule and return all your documents for a refund of your premium. You can contact Sean G Cusack Limited, Short Quay, Kinsale, Cork, Ireland. If during this 14 day period you have made a claim or intend to make a claim then we can recover all costs that you have used for those services. Please note that your cancellation rights are no longer valid after this initial 14 day period. 9. Complaints procedure If you wish to register a complaint, please: Write to: Customer Support, AGA International SA, 102 George Street, Croydon CR9 6HD, United Kingdom Phone: UK customersupport@allianz-assistance.co.uk If you are not satisfied with our final response you can refer the matter to the UK Financial Ombudsman Service for independent arbitration. 10. Financial Services Compensation Scheme (FSCS) We are covered by the UK FSCS. You may be entitled to compensation from the scheme if we cannot meet our obligations. This depends on the type of business and the circumstances of the claim. Insurance advising and arranging is covered for 90% of the claim, with no upper limit. Further information about the compensation scheme arrangements is available from the UK FSCS, telephone number UK +44 (0) or UK +44 (0) , or by visiting their website at Terms of business effective from 01/01/12 Terms of business 2

3 Summary of cover The following is only a summary of the main cover limits. You should read the rest of the policy for the full terms and conditions. Cover Limit (up to) Page Home emergency assistance Repairs limit Alternative overnight accommodation if the house is uninhabitable Important information Thank you for taking out National Guild of Master Craftsmen Home Emergency Assistance insurance with us. Your policy schedule shows the address of the property that is covered and any special terms or conditions that may apply. Your policy does not cover everything. You should read this policy to make sure it provides the cover you need. If there is anything you do not understand, you should call National Guild of Master Craftsmen Home Emergency Assistance on or or write to us at 511 Q House, Furze Road, Sandyford Industrial Estate, Dublin 18. Insurer Your National Guild of Master Craftsmen Home Emergency Assistance insurance is underwritten by AGA International SA and administered by Allianz Global Assistance. How your policy works Your policy and policy schedule is a contract between you and us. We will pay for any claim you make which is covered by this policy and happens during the period of insurance. Your policy does not cover all possible events and expenses. Certain words have a special meaning as shown under the heading Definition of words. These words have been highlighted by the use of bold print throughout the policy document. Important information you should tell us You must, to the best of your knowledge, give accurate answers to the questions we ask when you buy your National Guild of Master Craftsmen Home Emergency Assistance Insurance policy. If you do not answer the questions truthfully it could result in your policy being invalid and could mean that all or part of a claim may not be paid. If you think you may have given us any incorrect answers, or if you want any help, please call on or as soon as possible and we will be able to tell you if we can still offer you cover. Cancellation rights If your policy does not meet your requirements, please contact National Guild of Master Craftsmen Home Emergency Assistance within 14 days of receiving your policy schedule and return all your documents for a refund of your premium. You can contact Sean G Cusack Limited, Short Quay, Kinsale, Cork, Ireland. If during this 14 day period you have asked us to perform or provide the services given under this policy, then we are entitled to recover all costs that you have used for the service provided, if you still decide to cancel within the 14 day period. Please note that your cancellation rights are no longer valid after this initial 14 day period. Data protection Information about your policy may be shared between National Guild of Master Craftsmen, us and the insurer for underwriting and administration purposes. You should understand that information you provide will be used by us, our representatives, the insurer, other insurers and industry governing bodies and regulators to process your insurance, handle claims and prevent fraud. This may involve transferring information to other countries (some of which may have limited or no data protection laws). We have taken steps to ensure your information is held securely. Your information may be used by us, the insurer and members of The Allianz Global Assistance Group and shared with National Guild of Master Craftsmen for marketing and research purposes, or to inform you from time to time about new products or services. If you do not want to receive marketing information please write to us at 102 George Street, Croydon CR9 6HD United Kingdom. You have the right to access your personal records. Financial Services Compensation Scheme (FSCS) For your added protection, the insurer is covered by the UK FSCS. You may be entitled to compensation from the scheme if the insurer cannot meet its obligations. This depends on the type of business and the circumstances of the claim. Insurance cover provides protection for up to 90% of the claim, with no upper limit. Further information about the compensation scheme arrangements is available from the UK FSCS, telephone number UK or UK , or by visiting their website at Governing law Unless agreed otherwise, Irish law will apply and all communications and documentation in relation to this policy will be in English. In the event of a dispute concerning this policy the Irish courts shall have exclusive jurisdiction. Third party rights This contract of insurance is intended solely for the benefit of you and us. Unless otherwise specifically provided, nothing in this contract of insurance shall be construed to create any duty to, or standard of care with reference to, or any liability to, any person or entity not a party to this contract of insurance. Renewal of your insurance cover We will send you a renewal notice at least 21 days prior to the expiry of the period of cover as shown on your policy schedule. We may vary the terms of your cover and the premium rates at the renewal date. 3 4

4 Definition of words When the following words and phrases appear in the policy document or policy schedule, they have the meanings given below. These words are highlighted by the use of bold print. Beyond economic repair The point at which our tradesman considers the repair costs (taking into account the parts and labour required) to be more than the value of the boiler. The value is based on its date of manufacture, type and make. Emergency / emergencies A sudden and unforeseen domestic situation which, if not dealt with quickly, would in our opinion: make your home unsafe or insecure damage, or cause further damage to your home cause unreasonable discomfort, difficulties or risk to you. Home The insured property located in the Republic of Ireland, the address of which is shown on your policy documents. Please note that non-integral garages, out-buildings and conservatories are not covered. Insurer AGA International SA. Period of cover Cover continues for 12 months from the start date, at which time renewal will be invited at this, and at each subsequent anniversary. Where a policy ends or is cancelled by you or us, your National Guild of Master Craftsmen Home Emergency Assistance insurance cover will end immediately. Primary heating system The main heating system in your home, including a domestic boiler, which serves pipework of not greater than one inch bore. This includes both the central heating and/or hot water systems and extends to: the programmer the central heating pump and thermostats. Please note that we do not cover any form of solar heating or non-domestic central heating boilers and associated systems. Your central heating boiler should be serviced at least annually, in accordance with the manufacturer s recommendations. Tradesman/tradesmen A qualified person approved and instructed by us to provide domestic emergency repair services. We, Our, Us Mondial Assistance Ireland Limited trading as Allianz Global Assistance who forward claim forms to the insurer s UK branch, and Mondial Assistance (UK) Limited also trading as Allianz Global Assistance, who administer the insurance and handle claims on behalf of the insurer. You Any person normally residing in your home. Your Belonging to the policyholder. General conditions We will only pay the benefits under this policy if you contact us first. 1 We will make reasonable attempts to find a suitable tradesman, as long as their service is not affected by: poor weather conditions; industrial disputes (official or not); failure of the public transport system (including the road network); and other circumstances that prevent access to your home or otherwise make it impractical to offer the service. 2 If you need more than the cover provided by National Guild of Master Craftsmen Home Emergency Assistance, we will still offer you help up to the policy limits, but you will have to pay the extra costs direct to the tradesman when they provide the service. 3 You will be responsible for tradesmen s call-out charges if: having asked for help, you are not at home when the tradesman arrives; it is for replacement boilers, heaters, water tanks or radiators; it is for boilers which are over 12 years old; or it is for work that relates to maintenance or a fault in the primary heating system; or the primary heating system fails because you did not light it, turn it on or failed to adjust the time or temperature controls. 4 We shall be entitled to: refuse to help if, in our opinion, your home or services have not been maintained in a safe or serviceable condition; decide on the most appropriate way of providing help, although we will take into account your wishes whenever possible; settle our part of the claim if you have any other insurance covering the same loss or damage; or cancel this insurance if you give us false information or do not give us the information we need (in such cases, we will repay any premium that is due to you). 5 We will arrange to supply and fit replacement parts when they are needed and if they are covered under the policy. If you ask that better parts are fitted, you will have to pay the extra cost. We are not responsible for any inconvenience, loss or damage caused by delay in the manufacturers, or their suppliers or agents, supplying spare parts. 6 We may cancel the policy by giving you 14 days notice to your last known address. Any return of premium will depend on how long the policy has been in force and whether you have made any claims. You must return the policy documents to the National Guild of Master Craftsmen and the refund will be worked out from the date the documents are received. Note Please remember this is not a maintenance contract and we have the right to cancel the insurance if, in our opinion, the service is being abused. 5 6

5 Making a claim It is vital that you follow these steps to get help and claim the benefits available under National Guild of Master Craftsmen Home Emergency Assistance insurance if there is an emergency that is covered by the policy. Stay calm. If the emergency involves escaping water or electrical faults, turn off the mains supply immediately. Major emergencies which could potentially result in serious damage or injury must be immediately notified to the public supply authority and/or the emergency services. If you suspect a gas leak turn off the mains gas supply and do not use any electrical switches (off or on) or naked flames (for example matches). You should contact Bord Gáis (Tel ) in these circumstances. See under Gas in your phone book. Please phone National Guild of Master Craftsmen Home Emergency Assistance insurance on or within 24 hours of the emergency happening. Lines are open 24 hours a day, 365 days a year. (Please note calls may be recorded). It is important to remember that you must phone National Guild of Master Craftsmen Home Emergency Assistance first. Please do not make any arrangements yourself as we cannot refund any costs if you do not get our prior authorisation. Tell us your National Guild of Master Craftsmen Home Emergency Assistance insurance policy number, full address (including post code) and renewal date. All of this information appears on your policy schedule. Give us as much information as possible about what has happened, so we can give you advice and arrange the most appropriate help for you. National Guild of Master Craftsmen Home Emergency Assistance will arrange for an approved tradesman to come to your home and deal with your emergency. If the emergency is listed under What is covered, National Guild of Master Craftsmen Home Emergency Assistance insurance will arrange to pay the tradesman s fees (up to the limits of this policy) direct to the tradesman. You will be responsible for any extra costs, which may or may not be covered by your buildings and contents insurance policy. If the emergency is not listed under What is covered, you must pay all the tradesman s fees. We must approve overnight accommodation first. You must send a receipted invoice, including your policy schedule number to: National Guild of Master Craftsmen Home Emergency Assistance insurance, Claims Department, 102 George Street, Croydon CR9 6HD United Kingdom. Making a complaint We aim to provide you with a first class policy and service. However, there may be times when you feel we have not done so. If this is the case, please tell us about it so that we can do our best to solve the problem. If you make a complaint your legal rights will not be affected. In the first instance, please: Write to: Customer Support, AGA International SA, C/O Allianz Global Assistance, 102 George Street, Croydon, CR9 6HD United Kingdom Telephone: UK +44 (0) customersupport@allianz-assistance.co.uk Please supply us with your name, address, policy number and claim number where applicable and enclose copies of relevant correspondence as this will help us to deal with your complaint, in the shortest possible time. If you are not satisfied with our final response you can refer the matter to the UK Financial Ombudsman Service for independent arbitration. Home emergency assistance cover WHAT IS COVERED We will: Provide initial advice to you; Arrange for a tradesman to attend your home; Pay up to 300 (including local tax) for each emergency claim incident, towards labour costs (including call out charges, materials and parts required to effect emergency repairs in your home); We will only provide this cover if the emergency happens during the period of cover and it is caused by one or more of the following: Electricity supply Complete failure or breakdown of the electricity supply system within your home. Primary heating system Complete failure or breakdown of either the heating and/or hot-water supply provided by the primary heating system. The heating system must have been properly installed, maintained or repaired as recommended by the manufacturer or installer. We will expect there to be evidence of servicing and that a valid gas and safety certificate is in force. If your boiler is beyond economical repair we will only pay up to 300 (including local tax) towards the labour and parts to replace the boiler (applies to boilers under 12 years of age only). Plumbing and drainage Failure of, or damage to, the plumbing or drainage system which will result in water damage inside your home. This includes: burst pipes; overflowing water tanks; blocked waste outlets (including toilets); and blocked drains. Gutters and downpipes The downpiping and guttering has either failed or been damaged, and flooding or water damage inside your home is a likely result of that failure or damage. WHAT IS NOT COVERED Any emergency arising from circumstances known to you before commencement of cover under your policy. Costs we have not authorised. Always phone us first. Routine maintenance of equipment, supplies or services in your home. Repairs to any system, equipment or facility which has not been installed, maintained or repaired according to the manufacturer s instructions or has been incorrectly used or modified, or which is faulty or inadequate as a result of any manufacturer s or designer s fault. Materials or labour charges covered by a manufacturer s, supplier s or installer s guarantee or warranty. Cesspits, septic tanks and central-heating fuel tanks. Any wilful act by you, or something you fail to do that causes an emergency. Claims that happen when your home is left unoccupied for more than 30 days in a row. Claims arising from the interruption, failure or disconnection of public services to your home (including the electricity, water or gas supply), however they are caused. Claims arising as a result of wear and tear. Any destruction or damage to any property or loss or any legal liability directly or indirectly caused by something you are claiming for, or arising from: - radioactive contamination; - war, invasion, act of foreign enemy, hostilities (whether war be declared or not), civil war, rebellion, revolution or military or usurped power; - riot, violent disorder, civil commotion, strikes or labour disturbances; or - pollution or contamination of any kind. Any additional loss resulting from a claim covered by this policy. 7 8

6 WHAT IS COVERED WHAT IS NOT COVERED Security and glazing Failure of, or damage not caused by you to, outside locks, doors or windows which means that your home is no longer secure. Roofing Damage to the roof of your home caused by adverse weather conditions or fallen trees. Vermin If you need to remove rats, mice, cockroaches, and wasps or bees nests from your home (this does not apply to animals and insects already in your home before you took out cover). We will also pay up to 150 for: Uninhabitable accommodation cover If no-one can live in your home as a result of an emergency, we will pay all your reasonable costs in getting basic accommodation for one night, as long as we approve it beforehand. Any form of solar heating and any nondomestic central heating boiler and associated system. Boilers not serviced in accordance with the manufacturer s recommendations. Replacement boilers, heaters, water tanks or radiators. Boilers which are over 12 years old or where the work relates to maintenance or a fault in the primary heating system. Cost of repairing a boiler that is beyond economical repair. We will not re-attend a boiler repair until you have confirmed that a boiler, that has previously been deemed to be beyond economical repair, has been replaced. Blocked toilets and drains not causing water damage inside your home or replacement water tanks or hot-water cylinders. Accidental damage to glass or replacement glass. Any matters relating to security alarms. Flat roofs. Any occurrence where there is a risk of exposure to materials or fixtures containing asbestos or related products. Any emergency which happens within 14 days of the policy start date, This does not apply to home emergency assistance policies that have renewed. No more than two emergencies during the period of cover. Please refer to the General conditions that also apply. 9 10