Part A Everest Home Emergency Insurance Policy

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1 Part A Everest Home Emergency Insurance Policy IMPORTANT INFORMATION Some important facts about your Everest Home Emergency insurance are summarised below. This summary does not describe all the full terms and conditions of the policy so please take time to read the policy document to make sure you understand the cover it provides. Period of Cover - Your cover is valid for 12 months as detailed on your schedule under the period of insurance. Insurer - The insurance is provided by UK General on behalf of Ageas Insurance Limited and is administered by Home 3 Assistance Limited ABOUT YOUR EVEREST HOME EMERGENCY INSURANCE POLICY Features and Benefits Included Automatically In the event of an emergency* occurring in your home, we will: a) Advise you on what action to take to protect yourself and your home; b) Send one of our approved engineers or arrange an appointment for an approved engineer to visit your home; and c) Organise and pay the cost including VAT of providing emergency assistance excluding any excess up to the claim limit per call out subject to the terms and conditions of your policy. *An emergency means a sudden and unexpected event which, if not dealt with quickly would in the reasonable opinion of the helpline: (i) render the home unsafe or insecure or uninhabitable; or (ii) damage or cause further damage to the home; or (iii) cause you personal risk, discomfort or difficulty; Under the following sections of cover (refer to the policy wording for full details): - Plumbing, drainage and water supply - Electricity supply - Security - Roofing - Primary heating system - Damaged locks/keys - Pest control - Alternative accommodation Maximum Amount Payable for Claims Individual Claim Limits The maximum claim payable under your policy is up to 2000 or 4,000 depending on the nature of the emergency; please refer to your policy wording for the individual claim limits applicable. 1

2 SIGNIFICANT EXCLUSIONS Listed under the individual Cover Provided and under the General Exclusions sections of your policy We shall not be liable for costs arising or in connection with: 1. A home with more than 7 bedrooms; 2. The policy excess if your boiler has not been serviced or proof of service can not be provided to the engineer. 3. Costs which exceed the claim limit; 4. Repairs and servicing (where applicable) on systems where spare parts are no longer available; 5. Failure by you to carry out recommendations made by an engineer which leads to the re occurrence of a fault leading to an emergency; 6. Any system, equipment or facility which has not been properly installed; 7. Materials or labour charges covered by manufacturer s, supplier s, or installer s guarantee or warranty; 8. Replacement of or adjustment to any decorative or cosmetic part of any equipment; 9. The interruption or disconnection of utility services to the home however caused, or the failure or breakdown of the main electricity or water or gas supply or gas leaks; 10. Circumstances known to you prior to the commencement date of your policy; 11. Claims arising after the home has been left unoccupied; 12. Consequential loss of any kind i.e. we will not be liable for costs which are incurred as an indirect result of the incident that you are claiming for, nor any wilful or negligent act or omission by you or any third party; 13. Events where on attendance it becomes clear that the call out is not an emergency; 14. More than one claim arising from the same cause, per period of cover; 15. Homes situated outside the United Kingdom and the Isle of Man; 16. Claims directly or indirectly occasioned by, happening through or in consequence of pollution or contamination of any kind whatsoever; 17. Any damage caused by the approved engineer in gaining access to the home due to the failure of the locks or removing an appliance or any equipment from its operation position or work required in order to affect an emergency repair; 18. Any consequences of riot, strike, lockout, civil commotion, labour disturbances, war, invasion, act of foreign enemy, terrorism, hostilities (whether war be declared or not), civil war, rebellion, revolution, insurrection or military or usurped power; 19. Loss or damage the any home, or any resulting loss or expense or any consequential loss or any legal liability directly or indirectly caused by, contributed to, by, or arising from: a) ionising radiations or contamination by radioactivity from any nuclear fuel or from any nuclear waste from the combustion or nuclear fuel; b) The radioactive, toxic, explosive or other hazardous properties of any nuclear assembly or nuclear component of such assembly; 20. Electricity supply to security systems or CCTV surveillance; 21. Pests kept as domestic pets or for commercial purposes; 22. Boring insects and woodworm. CANCELLATION RIGHT We hope you are happy with the cover this policy provides. However, if after reading this policy, this insurance does not meet with your requirements, please return it to Everest within 14 days of issue and we will refund any premium paid. HOW TO ARRANGE EMERGENCY ASSISTANCE Major emergencies which could result in serious injury to the public or damage to property should be immediately advised to the supply company and/or the public emergency services. The policy does not provide cover for any repairs, damage or other loss resulting from gas leaks. Check that the circumstances are covered by your policy. Remember this is not a maintenance policy and does not cover routine maintenance in or to your home. All requests for emergency assistance must be made through the helpline. Do not make any arrangements yourself without prior authorisation from the helpline; if you do, we will not reimburse any costs you may incur. All calls are recorded. 2

3 MAKING YOURSELF HEARD We realise that things can go wrong and there may be occasions when you feel that we have not provided the service you expected. When this happens we want to hear about it so we can try to put things right. If you have cause for complaint it is important you know we are committed to providing you with an exceptional level of service and customer care. Step One initiating your complaint: Claims related complaints please contact: For all others please contact Customer Care Manager Managing Director Home 3 Assistance Limited Everest Home Cover Limited 1 Future Walk Everest House West Bars Sopers Road Chesterfield Cuffley S49 1PF Hertfordshire EN6 4SG Tel: Tel: We expect that the majority of complaints will have been quickly and satisfactorily resolved at this stage but if you are not satisfied you can take the issue further: Step Two if you are still unhappy: Please contact The Customer Relations Manager UK General Cast House Old Mill Business Park Gibraltar Island Road Leeds LS10 1RJ Tel: If you are not happy with the response you have received, you have the right to ask the Financial Ombudsman Service to review your case. Financial Services Compensation Scheme Ageas Insurance Limited is covered by the Financial Services Compensation Scheme (FSCS). You may be entitled to compensation from the scheme, if they cannot meet their obligations. This depends on the type of business and the circumstances of the claim. Most insurance contracts are covered for 90% of the claim with no upper limit. You can get more information about compensation scheme arrangements from the FSCS or visit 3

4 Part B Annual Gas Boiler Service Summary (Only operative if stated in your schedule) IMPORTANT INFORMATION Please note that this service summary does not contain the full terms and conditions; please take time to read the full document to make sure you understand the service provided. The service provided is NOT an insurance contract or maintenance contract but an agreement between you and Everest Home Cover Ltd for the provision of a service contract. This is a service for an annual gas boiler service and operational safety inspection. You cannot request a boiler service within the initial exclusion period; this is 30 days if the boiler service is paid for in advance in full, or 90 days if paid for by monthly direct debit, and will be confirmed in your schedule when you purchase the service. The rights given under this service are not transferrable to anyone else. ANNUAL GAS BOILER SERVICE SUMMARY We will arrange for a boiler engineer to complete a service and operational safety inspection on a date agreed by you. The service and operational safety check will include a full strip down service of your gas boiler and flue gas analysis. The boiler service provider will contact you at your home address within 2 weeks of taking out this service. You will be provided with confirmation of the first date you can request the service and contact information. You may book an appointment up to three months in advance. Appointment time slots are between 8am and 1pm or 1pm and 6pm and are subject to workforce availability and circumstances preventing access to the home such as adverse weather or failure of the public transport system. You must provide us with reasonable access to your central heating system (including the removal of furniture if deemed necessary) to allow us to carry out these checks. Appointment Cancellation or Missed Appointment Fees You are liable for a 30 fee in the following circumstances: 1) If the boiler engineer calls during the appointment time slot but you are not at home or the boiler engineer is unable to gain access. 2) If you cancel an appointment with less than 24 hours notice from the start time of the appointment time slot. MAIN EXCLUSIONS 1. Servicing to the boiler if, in the opinion of the boiler engineer, the boiler is beyond economical repair. 2. Servicing to the system if required parts are no longer available. 3. Descaling or any work arising from hard water scale deposits, including de-sludging and the effects of aggressive water and clearing of airlocks. 4. Consequential loss of any kind and any wilful or negligent act or omission by you or any third party. 5. Your entitlement to a boiler service will be invalidated immediately if you have acted in a false or fraudulent manner. 4

5 INCLUSIVE PARTS During the course of the service and operational safety inspection visit there will be parts that may be required changing through natural wear and tear or as a matter course / best practice. These would typically include any perishable seals and gaskets around the combustion chamber area, ignition and detection probes, ignition and detection leads. Where found to be required these will be included up to 20 including VAT at no extra cost. CHARGEABLE SERVICES If a fault is diagnosed repairs and parts are not covered within the service and will be quoted on a chargeable basis. This means the cost is payable by you. It is entirely your decision whether you accept the boiler engineer s quotation to complete the work on a chargeable basis. If you request that work be undertaken this will be subject to a separate agreement between you and the boiler engineer. GENERAL INFORMATION If your gas boiler is considered to be unsafe by the boiler engineer they are required by law to make it safe which may include the disconnection of your boiler. If you are in a vulnerable situation the boiler engineer will where possible provide help and assistance. Payment Terms and Cancellation If you are paying for this service and where the premium is paid by monthly Direct Debit and you fail to pay an instalment our liability to complete a service and operational safety inspection ceases with immediate effect. If you cancel Part A (Home Emergency Insurance Policy), Part B will automatically be cancelled. If you cancel during the first year you will not be entitled to a refund. If you cancel after the first year the administrator will provide a pro-rata refund minus an administration fee of 20. We may at any time cancel this service contract by sending 14 days notice to you at your last known address. Making Yourself Heard We realise that things can go wrong and there may be occasions when you feel that we have not provided the service you expected. If this happens we want to hear about it so we can try to put things right. In the first instance please contact: Managing Director Everest Home Cover Limited Everest House Sopers Road Cuffley Hertfordshire EN6 4SG If you are still not happy with the response you have received, you can write to UK General direct: Customer Relations Manager UK General Cast House Old Mill Business Park Gibraltar Island Road Leeds LS10 1RJ Tel: Everest Home Cover Ltd is an appointed representative of UK General Insurance Limited who is authorised and regulated by the Financial Services Authority. Registered in England. (Company No ) Registered Office: Cast House, Old Mill Business Park, Gibraltar Island Road, Leeds, West Yorkshire, LS10 1RJ. 5

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