2 2 Home insurance claims Should you wish to claim under your home insurance policy, please phone the Household Claims Helpline on and select the appropriate option for reporting a home insurance claim. Legal expenses and emergency assistance Section 1: DAS family Claims helpline: Master policy number: TS3/ Section 2: home emergency Emergency helpline: Master policy number: TS3/ Section 3: KEY PROTECT Emergency helpline:
3 3 Contents Helplines 4 Welcome to DAS family and home emergency 6 Section 1: DAS family The meaning of words in this section 8 Our agreement 10 Insured incidents 11 Exclusions 15 Conditions 16 Section 2: home emergency The meaning of words in this section 19 Cover 20 Insured incidents 21 What is not covered 22 Conditions that apply 23 Section 3: key protect Welcome to key protect 24 The meaning of words in this section 26 Conditions that apply 27 Cover 28 What is not covered 29 Data PROTECTION 31 How to make a complaint 31
4 4 Helpline services You can contact our UK-based call centres 24 hours a day, seven days a week. However, we may need to arrange to call you back depending on your enquiry. To help us check and improve our service standards, we record all inbound and outbound calls, except those to the counselling service. When phoning, please tell us your policy number and the name of the insurance provider who sold you this policy. Legal advice service Call We provide confidential advice over the phone on any personal legal issue, under the laws of any European Union country, the Isle of Man, Channel Islands, Switzerland and Norway. Advice about the law in England and Wales is available 24 hours a day, seven days a week. Legal advice for the other countries is available 9am 5pm, Monday to Friday, excluding public and bank holidays. If you call outside these times, we will call you back. Tax advice service Call We offer confidential advice over the phone on personal tax matters in the UK. Tax advice is provided by tax advisors 9am 5pm, Monday to Friday, excluding public and bank holidays. If you call outside these times, we will call you back. Health and medical information service Call We will give you information over the phone on general health issues and advice on a wide variety of medical matters. We can give you information on all health services including hospital waiting lists. Health and medical information is provided by qualified nurses 9am 5pm, Monday to Friday, excluding public and bank holidays. If you call outside these times, we will call you back. Counselling service Call We will provide you with a confidential counselling service over the phone. This includes, where appropriate, referral to relevant voluntary or professional services. You will pay any costs for using the services to which we refer you. This helpline is open 24 hours a day, seven days a week. Identity theft service Call If you are a resident in the UK or the Channel Islands, we will provide you with detailed guidance and advice over the phone about being or becoming a victim of identity theft. This helpline is open 8am 8pm, seven days a week.
5 5 For the following four helpline services, you will be responsible for paying the costs for the help. Domestic HELP Call We will arrange for help or repairs needed if you have a domestic emergency in your home, such as a burst pipe, blocked drain, broken window or building damage. Veterinary HELP Call We can help find a vet who can offer treatment if your pet is ill or injured. Childcare help* Call We can help you find a range of childcare options in your area if an unforeseen event occurs (such as illness or injury to you) and you need to make alternative childcare arrangements. Home help* Call We can help you find cleaning staff, au pairs and housekeepers if you need assistance to run your home in a crisis (such as illness or injury to you). * We can provide you with contract details for these services 24 hours a day seven days a week, but most of them only work during standard office hours. Outside of these times, we will contact them for you the next working days and call you back. We cannot accept responsibility if the Helpline Services are unavailable for reasons we cannot control.
6 6 WELCOME TO DAS family and home emergency Thank you for taking out a DAS family and Home Emergency policy. You are now protected by Europe s leading legal expenses insurer. To make sure you get the most from your DAS cover, please take time to read this policy which explains the contract between you and us. If you have any questions or would like more information, please contact your insurance adviser. How we can help Section 1: DAS family To make a claim under this section of your policy, please phone us on and select the appropriate option for the legal advice helpline. We will ask you about your legal dispute and if necessary call you back at an agreed time to give you legal advice. If your dispute needs to be dealt with as a claim under this section of the policy, we will give you a claim reference number. At this point we will not be able to tell you whether you are covered but we will pass the information you have given us to our claims-handling teams and explain what to do next. If you prefer to report your claim in writing, you can send it to our Claims Department at the following address: Claims Department DAS Legal Expenses Insurance Company Limited DAS House Quay Side Temple Back Bristol BS1 6NH Or you can your claim to us at Section 2: Home Emergency Before asking for help, please check that the problem is covered by this section of your policy. It is important that you contact our assistance centre as soon as possible after the home emergency and within 48 hours of becoming aware of the problem. Our phone lines are open 24 hours a day, 365 days a year. Do not arrange for a contractor yourself, as we will not pay for this. To claim under this section of your policy, please phone us on , select the appropriate option for the Home Emergency service, and state: your name and your home address including postcode; the nature of the problem. When you have given us details of your claim and we have accepted it, we will arrange for one of our approved contractors to help you as quickly as possible. We will tell you what to do next. All phone calls to us are monitored and recorded as part of our training and quality assurance programmes. By using this service you are agreeing to us recording your call. Please note that remote locations and bad weather may affect our normal standards of service.
7 7 When we cannot help Section 1: DAS family Please do not ask for help from a lawyer, accountant or anyone else before we have agreed. If you do, we will not pay the costs involved even if we accept the claim. Section 2: Home Emergency In a situation that could result in serious risk to you or substantial damage to your home, you should immediately contact the emergency services (fire, police or ambulance). If there is an emergency relating to a service such as water or gas, you should also contact any company responsible for supplying the service. We will pay a claim only if we have given our agreement and only if there is someone at home when our approved contractor arrives.
8 8 section 1: DAS family THE MEANING OF WORDS IN this section The following words have these meanings wherever they appear in this section in bold: appointed representative The preferred law firm, law firm, accountant or other suitably qualified person we will appoint to act on your behalf. costs and expenses (a) All reasonable and necessary costs chargeable by the appointed representative and agreed by us in accordance with the DAS Standard Terms of Appointment. (b) The costs incurred by opponents in civil cases if you have been ordered to pay them, or you pay them with our agreement. countries covered (a) For insured incidents 2 Contract disputes, and 3 Personal injury: The European Union, the Isle of Man, the Channel Islands, Albania, Andorra, Bosnia Herzegovina, Croatia, Gibraltar, Iceland, Liechtenstein, Macedonia, Monaco, Montenegro, Norway, San Marino, Serbia, Switzerland and Turkey. (b) For all other insured incidents: The United Kingdom of Great Britain and Northern Ireland, the Isle of Man and the Channel Islands. DAS Standard Terms of Appointment The terms and conditions (including the amount we will pay to an appointed representative) that apply to the relevant type of claim, which could include a conditional fee agreement (no win, no fee). date of occurrence (a) For civil cases, the date of the event that leads to a claim. If there is more than one event arising at different times from the same originating cause, the date of occurrence is the date of the first of these events. (This is the date the event happened, which may be before the date you first became aware of it.) (b) For criminal cases, the date you began, or are alleged to have begun, to break the law. (c) For insured incident 6 Tax protection, the date when HM Revenue & Customs first notifies you in writing of its intention to make an enquiry. identity theft The theft or unauthorised use of your personal identification which has resulted in the unlawful use of your identity.
9 9 period of insurance preferred law firm reasonable prospects we, us, our, DAS you, your. The period for which we have agreed to cover you. A law firm or barristers chambers we choose to provide legal services. These legal specialists are chosen as they have the proven expertise to deal with your claim and must comply with our agreed service standard levels, which we audit regularly. They are appointed according to the DAS Standard Terms of Appointment. For civil cases, the prospects that you will recover losses or damages (or obtain any other legal remedy that we have agreed to, including an enforcement of judgment), make a successful defence or make a successful appeal or defence of an appeal, must be at least 51%. We, or a preferred law firm on our behalf, will assess whether there are reasonable prospects. DAS Legal Expenses Insurance Company Limited. The person who has taken out this policy (the policyholder)and any member of their family who always lives with them. This includes students temporarily living away from home and unmarried partners. Anyone claiming under this policy must have the policyholder s agreement to claim.
10 10 Our agreement We agree to provide the insurance described in section 1, in return for payment of the premium and subject to the terms, conditions, exclusions and limitations set out in this policy, provided that: 1 reasonable prospects exist for the duration of the claim 2 the date of occurrence of the insured incident is during the period of insurance 3 any legal proceedings will be dealt with by a court, or other body which we agree to, within the countries covered, and 4 the insured incident happens within the countries covered. What we will pay We will pay an appointed representative, on your behalf, costs and expenses incurred following an insured incident, provided that: (a) (b) (c) (d) (e) the most we will pay for all claims resulting from one or more event arising at the same time or from the same originating cause is 50,000 the most we will pay in costs and expenses is no more than the amount we would have paid to a preferred law firm in respect of an appeal or the defence of an appeal, you must tell us within the time limits allowed that you want to appeal. Before we pay the costs and expenses for appeals, we must agree that reasonable prospects exist for an enforcement of judgment to recover money and interest due to you after a successful claim under this policy, we must agree that reasonable prospects exist, and where an award of damages is the only legal remedy to a dispute and the cost of pursuing legal action is likely to be more than any award of damages, the most we will pay in costs and expenses is the value of the likely award. What we will not pay (a) (b) In the event of a claim, if you decide not to use the services of a preferred law firm, you will be responsible for any costs that fall outside the DAS Standard Terms of Appointment and these will not be paid by us. The first 250 of any claim for legal nuisance or trespass. You must pay this as soon as we accept the claim.
11 11 Insured incidents For advice or to make a claim call What is covered Please also refer to our agreement on page employment disputes A dispute relating to your contract of employment or future employment. 2 contract disputes A dispute arising from an agreement or an alleged agreement which you have entered into in a personal capacity for: (a) buying or hiring in goods or services. (b) selling goods. Please note that: (i) you must have entered into the agreement or alleged agreement during the period of insurance, and (ii) the amount in dispute must be more than personal injury A specific or sudden accident that causes your death or bodily injury to you. 4 clinical negligence An identified negligent act of surgery or identified negligent clinical or medical procedure, which causes death or bodily injury to you. What is not covered Please also refer to section 1 exclusions on page 15. A claim relating to the following: (a) employer s disciplinary hearings or internal grievance procedures (b) any claim relating solely to personal injury (c) a compromise agreement while you are still employed. A claim relating to the following: (a) construction work on any land, or designing, converting or extending any building where the contract value exceeds 5,000 (including VAT) (b) the settlement payable under an insurance policy (we will cover a dispute if your insurer refuses your claim, but not for a dispute over the amount of the claim) (c) a dispute arising from any loan, mortgage, pension, investment or borrowing (d) a dispute over the sale, purchase, terms of a lease, licence, or tenancy of land or buildings. However, we will cover a dispute with a professional adviser in connection with these matters. A claim relating to the following: (a) illness or bodily injury that happens gradually (b) psychological injury or mental illness unless the condition follows a specific or sudden accident that has caused physical bodily injury to you (c) defending your legal rights, but we will cover defending a counter-claim (d) clinical negligence. A claim relating to the following: (a) the failure or alleged failure to correctly diagnose your condition (b) psychological injury or mental illness that is not associated with you having suffered physical bodily injury.
12 12 For advice or to make a claim call What is covered Please also refer to our agreement on page property protection A civil dispute relating to property you own, or are responsible for (including your main and holiday home) following: (a) an event which causes physical damage to such property but the amount in dispute must be more than 100 (b) a legal nuisance (meaning any unlawful interference with your use or enjoyment of your land, or some right over, or in connection with it) (c) a trespass. Please note that you must have established the legal ownership or right to the land that is the subject of the dispute. 6 tax protection A comprehensive examination by HM Revenue & Customs that considers all areas of your self assessment tax return, but not enquiries limited to one or more specific area. What is not covered Please also refer to section 1 exclusions on page 15. (a) A claim relating to the following: (i) a contract you have entered into (ii) any building or land except your main or holiday home (iii) someone legally taking your property from you, whether you are offered money or not, or restrictions or controls placed on your property by any government or public or local authority (iv) work done by, or on behalf of, any government or public or local authority unless the claim is for accidental physical damage (v) mining subsidence (vi) adverse possession (meaning the occupation of any building or land either by someone trying to take possession from you or of which you are trying to take possession) (vii) the enforcement of a covenant by or against you. (b) Defending a claim relating to an event that causes physical damage to property, but we will cover defending a counter-claim. (c) The first 250 of any claim for legal nuisance or trespass. This is payable by you as soon as we accept the claim. (a) Any claim if you are self-employed, or a sole trader, or in a business partnership. (b) An investigation or enquiries by HM Revenue & Customs Specialist Investigations or the HM Revenue & Customs Prosecution Office.
13 13 For advice or to make a claim call What is covered Please also refer to our agreement on page jury service and court attendance Your absence from work: What is not covered Please also refer to section 1 exclusions on page 15. Any claim if you are unable to prove your loss. (a) to attend any court or tribunal at the request of the appointed representative (b) to perform jury service (c) to carry out activities specified in your identity theft action plan under insured incident 9 Identity theft. The maximum we will pay is your net salary or wages for the time that you are absent from work less any amount the court gives you. 8 legal defence Costs and expenses to defend your legal rights: (a) if an event arising from your work as an employee leads to (i) you being prosecuted in a court of criminal jurisdiction (ii) civil action being taken against you under: discrimination legislation section 13 of the Data Protection Act 1998 (b) if an event leads to you being prosecuted for an offence connected with the use or driving of a motor vehicle. A claim relating to the following: (a) parking or obstruction offences (b) you driving a motor vehicle that you do not have valid motor insurance for.
14 14 For advice or to make a claim call What is covered Please also refer to our agreement on page identity theft protection (1) Following a call to the identity theft helpline service we will assign a personal caseworker who will provide phone advice and a personal action plan to help regain your identity. (2) If you become a victim of identity theft, we will pay the costs you incur for phone calls, faxes or postage to communicate with the police, credit agencies, financial service providers, other creditors or debt-collection agencies. We will also pay the cost of replacement documents to help restore your identity and credit status. What is not covered Please also refer to section 1 exclusions on page 15. A claim relating to the following: (a) fraud committed by anyone entitled to make a claim under this policy (b) losses arising from your business activities. (3) Following your identity theft we will pay: (a) legal costs to reinstate your identity including costs for the signing of statutory declarations or similar documents (b) legal costs to defend your legal rights in a dispute with debt collectors or any party taking legal action against you arising from or relating to identity theft (c) loan-rejection fees and any re-application administration fee for a loan when your original application has been rejected. Please note that: (i) you must notify your bank or building society as soon as possible (ii) you must tell us if you have previously suffered identity theft, and (iii) you must take all reasonable action to prevent continued unauthorised use of your identity.
15 15 Exclusions We will not pay for the following: 1 Late reported claims A claim where you have failed to notify us of the insured incident within a reasonable time of it happening and where this failure adversely affects the reasonable prospects of a claim or we consider our position has been prejudiced. 2 Costs we have not agreed Costs and expenses incurred before our written acceptance of a claim. 3 Court awards and fines Fines, penalties, compensation or damages that a court or other authority orders you to pay. 4 Legal action we have not agreed Any legal action you take that we or the appointed representative have not agreed to, or where you do anything that hinders us or the appointed representative. 5 Group litigation order Any claim where you may be one of a number of people involved in a legal action resulting from one or more events arising at the same time or from the same cause which could result in the court making a Group Litigation Order. 6 Defamation Any claim relating to written or verbal remarks that damage your reputation. 7 A dispute with DAS A dispute with us not otherwise dealt with under policy condition 8. 8 Judicial review Costs and expenses arising from or relating to judicial review, coroner s inquest or fatal accident inquiry. 9 Nuclear, war and terrorism risks A claim caused by, contributed to by or arising from: (a) ionising radiation or contamination by radioactivity from any nuclear fuel or from any nuclear waste from burning nuclear fuel (b) the radioactive, toxic, explosive or other hazardous properties of any explosive nuclear assembly or nuclear part of it (c) war, invasion, foreign enemy hostilities (whether war is declared or not), civil war, rebellion, revolution, military force or coup (d) pressure waves caused by aircraft or any other airborne devices travelling at sonic or supersonic speeds.
16 16 Conditions 1 Your legal representation (a) On receiving a claim, if legal representation is necessary, we will appoint a preferred law firm or in-house lawyer as your appointed representative to deal with your claim. They will try to settle your claim by negotiation without having to go to court. (b) If the appointed preferred law firm or our in-house lawyer cannot negotiate settlement of your claim and it is necessary to go to court and legal proceedings are issued or there is a conflict of interest, then you may choose a law firm to act as the appointed representative. (c) If you choose a law firm as your appointed representative who is not a preferred law firm, we will give your choice of law firm the opportunity to act on the same terms as a preferred law firm. However if they refuse to act on this basis, the most we will pay is the amount we would have paid if they had agreed to the DAS Standard Terms of Appointment. (d) The appointed representative must co-operate with us at all times and must keep us up to date with the progress of the claim. 2 Your responsibilities (a) You must co-operate fully with us and the appointed representative. (b) You must give the appointed representative any instructions that we ask you to. 3 Offers to settle a claim (a) You must tell us if anyone offers to settle a claim. You must not negotiate or agree to a settlement without our written consent. (b) If you do not accept a reasonable offer to settle a claim, we may refuse to pay further legal costs. (c) We may decide to pay you the reasonable value of your claim, instead of starting or continuing legal action. In these circumstances you must allow us to take over and pursue or settle any claim in your name. You must also allow us to pursue at our own expense and for our own benefit, any claim for compensation against any other person and you must give us all the information and help we need to do so. (d) Where a settlement is made on a without-costs basis we will decide what proportion of that settlement will be regarded as costs and expenses and payable to us. 4 Assessing and recovering costs (a) You must instruct the appointed representative to have legal costs taxed, assessed or audited if we ask for this. (b) You must take every step to recover costs and expenses and court attendance and jury service expenses that we have to pay and must pay us any amounts that are recovered. 5 Cancelling an appointed representative s appointment If the appointed representative refuses to continue acting for you with good reason, or if you dismiss the appointed representative without good reason, the cover we provide will end immediately, unless we agree to appoint another appointed representative.
17 17 6 Withdrawing cover If you settle or withdraw a claim without our agreement, or do not give suitable instructions to the appointed representative, we can withdraw cover and will be entitled to reclaim from you any costs and expenses we have paid. 7 Expert opinion We may require you to get, at your own expense, an opinion from an expert, that we consider appropriate, on the merits of the claim or proceedings, or on a legal principle. The expert must be approved in advance by us and the cost agreed in writing between you and us. Subject to this we will pay the cost of getting the opinion if the expert s opinion indicates that it is more likely than not that you will recover damages (or obtain any other legal remedy that we have agreed to) or make a successful defence. 8 Arbitration If there is a disagreement between you and us about the handling of a claim and it is not resolved through our internal complaints procedure, you can contact the Financial Ombudsman Service for help. Alternatively there is a separate arbitration process. The arbitrator will be a barrister chosen jointly by you and us. If there is a disagreement over the choice of arbitrator, we will ask the Chartered Institute of Arbitrators to decide. 9 Keeping to the policy terms You must: (a) (b) (c) (d) (e) keep to the terms and conditions of this policy take reasonable steps to avoid and prevent claims take reasonable steps to avoid incurring unnecessary costs send everything we ask for, in writing, and report to us full and factual details of any claim as soon as possible and give us any information we need. 10 Cancelling the policy You can cancel this policy by telling us within 14 days of taking it out or at any time afterwards as long as you tell us at least 14 days beforehand. We can cancel this policy at any time as long as we tell you at least 14 days beforehand. 11 Fraudulent claims We will, at our discretion, void the policy (make it invalid) from its start date or from the date of claim, or alleged claim, or we will not pay the claim if: (a) (b) a claim you have made to obtain benefit under this policy is fraudulent or intentionally exaggerated, or a false declaration or statement is made in support of a claim.
18 18 12 Claims under this policy by a third party Apart from us, you are the only person who may enforce all or any part of this policy and the rights and interests arising from or connected with it. This means that the Contracts (Rights of Third Parties) Act 1999 does not apply to the policy in relation to any third-party rights or interest. 13 Other insurances If any claim covered under this policy is also covered by another policy, or would have been covered if this policy did not exist, we will only pay our share of the claim even if the other insurer refuses the claim. 14 Law that applies This policy is governed by the law that applies in the part of the United Kingdom, Channel Islands or Isle of Man where you normally live. Otherwise, the law of England and Wales applies. All Acts of Parliament mentioned in this policy include equivalent laws in Scotland, Northern Ireland, the Isle of Man and the Channel Islands as appropriate. Paul Asplin Chief Executive Officer, DAS Group
19 19 Section 2: home emergency THE MEANING OF WORDS IN this section Wherever they appear in this section, the following terms have specific meanings given below. home insured person/people main heating system period of cover Your main home (having no more than 15 rooms) situated in the United Kingdom of Great Britain and Northern Ireland, the Isle of Man or the Channel Islands. You and any person who lives in or is staying at your home. The main hot-water or central-heating system in your home. This includes pipes that connect components of the system but not cold-water supply or drainage pipes. It does not include any non-domestic heating or non-domestic hot-water systems or any form of solar heating. The period for which we have agreed to cover you. plumbing and drainage The cold-water supply and drainage system within the boundary of your home and for which you are legally responsible. This does not include: (a) (b) pipes for which your water supply or sewerage company are responsible; rainwater drains and soakaways. We, us, our You, your DAS Legal Expenses Insurance Company Limited. The person who has taken out this policy.
20 20 Cover (a) This section of your policy covers you for insured incidents that are sudden, unexpected, and require immediate corrective action to: (i) prevent damage or further damage to your home; (ii) make your home safe or secure; or (iii) relieve unreasonable discomfort, risk or difficulty to an insured person. (b) (c) Your policy covers you only if you have paid your premium. We agree to provide the insurance in this section of this policy, subject to its terms, conditions and exclusions, as long as the insured incident happens during the period of cover. We will pay up to 1,000 (including VAT) for the call-out charge, labour costs, parts and materials to provide help with an insured incident. (d) If your home remains uninhabitable overnight following an insured incident, we will pay up to 250 for hotel accommodation on a room-only basis for insured people. (e) If this section of the policy does not cover the service you need, we will try (if you wish) to arrange it at your expense. The terms of such a service are a matter for you and your supplier.
21 21 Insured incidents 1 ROOF damage Any damage to the roof of your home where internal damage has been caused or is likely. 2 PLUMBING AND DRAINAGE The sudden damage to, or blockage, breakage or flooding of, the drains or plumbing system in your home. 3 Main heating system Sudden failure to function of the main heating system in your home. 4 Domestic power supply The failure of your home s domestic electricity, or domestic gas supply, but not the failure of the mains supply. 5 Toilet unit Impact damage to, or mechanical failure of, a toilet bowl or cistern that results in complete loss of function of the only or of all toilets in your home. 6 Home security Damage to, or the failure of, external doors, windows or locks which leaves your home insecure. 7 Lost keys The loss of the only available set of keys to your home if you cannot replace them, or gain normal access.
22 22 What is not covered 1 A claim following an insured incident which happens during the first 48 hours from the start of your period of cover if you take out this policy at a different time from any other related agreement. 2 An incident or matter arising before the start of this policy. 3 A claim where your home has been left unoccupied for 30 consecutive days. 4 A claim where we have given instructions relating to the help we are providing and the insured person has not followed them. 5 Costs incurred where our approved contractor has attended but your home was unoccupied. 6 Costs incurred before an insured person has notified us of an insured incident. 7 A claim arising from a deliberate act or omission by an insured person. 8 A property that you rent or let or that you own that is not your main residence. 9 Normal day-to-day home maintenance that an insured person should carry out or pay for (such as servicing of heating and hot-water systems) and the replacement of parts that tend to gradually wear out or need regular attention. 10 A claim for parts or labour if the equipment or facility is still under guarantee or warranty from the maker, supplier or installer. 11 A claim relating to the failure of equipment or facilities that results from them being incorrectly installed, repaired, modified or maintained, or that is caused by a design fault that makes them inadequate or unfit for use. 12 Damage caused gaining necessary access to, or in reinstating the fabric of, your home. 13 A claim relating to the interruption, failure or disconnection of the mains electricity, mains gas or mains water supply, or an insured person s failure to buy or provide enough gas, electricity or other fuel source. 14 Damage to boundary walls, gates, hedges, fences or outbuildings and damage that only affects garages except where the garage is incorporated within your home sharing a single roof and an adjoining wall. 15 The malfunction or blockage of septic tanks, cess pits or fuel tanks. 16 A claim arising from subsidence, landslip or heave. 17 Homes with more than 15 rooms.
23 23 Conditions that apply 1 Claims must be reported to us as soon as possible and no later than 48 hours after you first become aware of the insured incident. 2 An insured person must: (a) keep to the terms and conditions of this policy; (b) maintain the home in a reasonable condition, carry out any inspections or services of fittings in accordance with the manufacturer s instructions and complete any necessary maintenance to the structure of the home; (c) try to prevent anything happening that may cause a claim; (d) take reasonable steps to keep any amount we have to pay as low as possible. 3 You can cancel this policy by telling us within 14 days of taking it out; or at any time afterwards as long as you tell us at least 14 days beforehand. We can cancel this policy at any time as long as we tell you at least 14 days beforehand. 4 We will make every effort to provide the service at all times, but we will not be responsible for any liability arising from a breakdown of the service for reasons we cannot control. 5 We will not pay for losses that are not directly covered by this policy. For example, we will not pay to replace a carpet damaged by a leak or for time taken off work because of an insured incident. 6 We will not pay a claim covered under another policy. We will not pay a claim that would have been covered by another policy if this policy did not exist. 7 This section of the policy will be governed by English law.
24 Section 3: key protect Welcome to key protect 24 This insurance policy has been arranged by Motorplus Limited, Boomerang-Tag Limited and Qdos Broker & Underwriting Services Limited and is underwritten by UK General Insurance Limited on behalf of Ageas Insurance Limited Registered in England number Registered office: Ageas House Tollgate Eastleigh Hampshire S053 3YA Motorplus Limited, Qdos Broker & Underwriting Services Limited, Boomerang-Tag Limited, UK Underwriting Limited and UK General Insurance Limited are authorised and regulated by the Financial Conduct Authority. Ageas Insurance Limited is authorised by the Prudential Regulation Authority and regulated by the Financial Conduct Authority and the Prudential Regulation Authority. This can be checked on the Financial Services Register at or by contacting them on In return for the premium you have paid, we agree to insure you in accordance with the terms and conditions of this policy. Important Information This is a contract of insurance between you and Ageas Insurance Limited. The insurance provided covers certain costs and expenses, subject to the terms, limit of indemnity, exclusions and conditions contained herein, in respect of an insured event which occurs within the territorial limits and during the period of insurance for which you have paid or agreed to pay the premium. Making a Claim To make a claim call , select the Key Protect option and quote the fob number. You must report any claim to the coverholder within 30 days of the insured event. Complaints Procedure It is the intention to give you the best possible service but if you do have any questions or concerns about this insurance or the handling of a claim you should in the first instance contact the Chief Executive Officer of Boomerang-Tag Limited at the following address: Boomerang-Tag Limited Kircam House Whiffler Road Norwich NR3 2AL Tel: Fax: In the event you remain dissatisfied and wish to make a complaint you can do so by contacting the following: The Customer Relations Manager UK General Cast House Old Mill Business Park Gibraltar Island Road Leeds LS10 1RJ Tel: Please ensure your fob number is quoted in all correspondence to assist a quick and efficient response.
25 25 If it is not possible to reach an agreement, you have the right to make an appeal to the Financial Ombudsman Service. This also applies if you are insured in a business capacity and have an annual turnover of less than 2 million and fewer than ten staff. You may contact the Financial Ombudsman Service (FOS) at: Financial Ombudsman Service South Quay Plaza 183 Marsh Wall London E14 9SR Tel: Fax: The above complaints procedure is in addition to your statutory rights. For further information about your statutory rights contact your local authority trading standards service or Citizens Advice Bureau. 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. The FSCS will meet 90% of your claim without any upper limit. You can obtain further information about compensation arrangements from the FSCS at or by phoning In consideration of the policyholder having paid the premium, the underwriters agree to indemnify you subject to the terms, limit of indemnity, exclusions and conditions herein against costs and expenses incurred as a result of an insured event which occurs within the territorial limits and during the period of insurance provided that you take all reasonable steps to safeguard any insured key.
26 26 THE MEANING OF WORDS IN this section coverholder fob insured event insured key limit of indemnity period of insurance policyholder territorial limits underwriters you/your Motorplus Limited, Boomerang-Tag Limited and associated and/or subsidiary companies. The numbered tag issued to the policyholder by the coverholder which the coverholder has registered in the policyholder s name. The loss or theft of, or damage to, any insured key. Any key which is attached to the fob. 1,500 being the maximum amount payable in aggregate in each period of insurance. 12 months from the date of inception of this policy. The person in whose name the coverholder has registered the fob. The United Kingdom. UK Underwriting Limited on behalf of Ageas Insurance Limited. UK Underwriting Limited are an insurers agent and in the matters of a claim act on behalf of the insurers. The policyholder and any immediate member of their family residing at the same address as the policyholder during the period of insurance.
27 27 Conditions that apply 1 Compliance and precautions You must comply with each and every term of this policy and must take all reasonable precautions to minimise the cost of any claim. 2 Cancellation The policyholder may cancel this policy in writing at any time. If the policyholder cancels within 14 days of either the inception or renewal date or the date from which they receive the contractual terms and conditions (whichever is later) then the coverholder will return any premium already paid (providing that no claims have been made on the policy). If the policyholder cancels outside this period they will not be entitled to any refund of premium. The underwriters/ coverholder may cancel the insurance by giving the policyholder 30 days notice in writing sent to the policyholder s last known address. 3 Alteration The coverholder or the policyholder shall notify the underwriters as soon as reasonably possible of any alteration in risk which materially affects this policy. 4 Terminology The terminology used in this policy is that of England and Wales but shall, where appropriate, mean the equivalent terminology of any relevant jurisdiction within the territorial limits. 5 Communications All communications from the underwriters or their representatives shall be deemed duly sent if sent by the coverholder or their agents to the last known address of the policyholder or their representative. All communications by the policyholder to the underwriters or their agents shall be deemed duly given if sent to the coverholder. 6 Presentation of claims by the insured The policyholder must notify the coverholder as soon as reasonably possible of any insured event which may give rise to a claim, shall complete any forms requested by the coverholder and promptly supply such information as the coverholder or their agents require. 7 Arbitration If there is a dispute between the coverholder and the policyholder, which is not resolved by this policy, either side may refer to the arbitration of a single arbitrator, being a solicitor or barrister agreed by the two sides. If no agreement can be reached the President of the relevant national Law Society shall name an arbitrator. The arbitrator s decision will be final and binding on both sides. The arbitration will be governed by the rules set out in the Arbitration Acts in force at the time. The costs of arbitration shall be borne by the instigating party unless deemed otherwise by the arbitrator. 8 Assignment This policy may not be assigned in whole or in part without the written consent of the coverholder. 9 Excess No excess is payable. 10 Maximum number of claims There is no limit to the number of separate claims which you may make within the period of insurance subject to the fact that the total aggregate sum which the coverholder will pay in each period of insurance is 1, Governing law The parties are free to choose the law applicable to this insurance contract. Unless specifically agreed to the contrary this insurance shall be subject to the laws of England and Wales.
28 28 Cover If during the period of insurance and within the territorial limits an insured key is lost, damaged or stolen, the coverholder will: 1 Pay up to 1,500 in respect of locksmith s charges, new locks (if a security risk has arisen) and replacement keys (including any immobiliser, infra-red handset and/or alarm which is integral to any insured key if such cannot be repaired or re-programmed), car hire and onward transport costs and the re-programming of immobilisers, infra-red handsets and alarms which are attached to the fob but are not integral to an insured key. 2 Pay a 10 reward payable to the finder of a lost insured key. 3 Provide an Emergency Helpline 24 hours a day, 365 days a year.
29 29 What is not covered The underwriters/coverholder will not indemnify you in respect of: 1 Keys lost, stolen or damaged when such keys are not attached to the fob (unless you have already notified the coverholder that the fob has been lost or damaged and you are awaiting a replacement, in which event the coverholder will consider a claim in respect of any key which they are satisfied would otherwise have been attached to the fob). 2 Any amount exceeding 1,500 in aggregate in the same period of insurance. 3 Sums claimed where you do not produce receipts or invoices for payments you have made. 4 Insured keys which are lost until 5 days have elapsed since the loss (unless the coverholder is satisfied that a delay would cause undue hardship or significant expense). 5 Insured keys lost or broken by, or stolen from, someone other than you. 6 Any associated costs (other than the cost of replacing the insured key) where duplicate keys are available. 7 Any insured event not reported to the coverholder within 30 days of the loss, theft or damage. 8 Locks which are damaged prior to the loss or theft of keys. 9 Replacement locks or keys of a higher standard or specification than those replaced. 10 Sums exceeding 50 per incident in respect of any insured key locked inside property or broken in lock or ignition. 11 Vehicle hire charges where a hire vehicle exceeds 1600cc. 12 The balance of vehicle hire charges over a maximum sum of 40 per day. 13 Vehicle hire charges after the third day of hire. 14 Charges or costs incurred where the coverholder arranges for the attendance of a locksmith or other tradesman, agent or representative at a particular location and you fail to attend. 15 Charges or costs incurred where you make alternative arrangements with a third party once the coverholder has arranged for a locksmith or other tradesman, agent or representative to attend a particular location. 16 The balance of transport costs over a maximum sum of 75 per day.
30 30 17 Loss or destruction of, or damage to, any property other than an insured key and its associated lock or ignition system, and any immobiliser, infrared handset and/or alarm attached to the fob. 18 Loss or damage caused by radiation, radioactive contamination or the hazardous properties of any explosive, corrosive, invasive or toxic substance or material. 19 Loss or damage caused by war, invasion, foreign enemy hostilities (whether war is declared or not), civil war, terrorism, rebellion, revolution, military force or coup, or the actions of any lawful government or public or local authority. 20 Any loss of earnings or profits which you suffer as a result of the loss or theft of, or damage to an insured key. 21 Claims arising from any deliberate or criminal act or omission by you. 22 Loss or theft of, or damage to an insured key which occurs outside the period of insurance. 23 Claims arising as a result of your failure to take all reasonable steps to safeguard an insured key.
31 31 Data protection Please note that information provided to Motorplus Limited, Boomerang-Tag Limited, Qdos Broker & Underwriting Limited and/or Ageas Insurance Limited will be processed in compliance with the provisions of the Data Protection Act Motorplus Limited is authorised and regulated by the Financial Conduct Authority (309657). Regulated by the Ministry of Justice in respect of regulated claims management activities. Boomerang-Tag Limited Kircam House 5 Whiffler Road Norwich NR3 2AL Tel: Fax: Web: Boomerang-Tag Limited is authorised and regulated by the Financial Conduct Authority (305822). How to make a complaint We will always try to give you a quality service. If you think we have let you down, please write to our Customer Relations Department at our Head Office address: Our Head and Registered Office: DAS Legal Expenses Insurance Company Limited DAS House Quay Side Temple Back Bristol BS1 6NH Registered in England and Wales, number Website: Or you can phone us on or us at Details of our internal complaint-handling procedures are available on request. If you are still not satisfied, you can contact the Insurance Division of the Financial Ombudsman Service at: South Quay Plaza 183 Marsh Wall London E14 9SR You can also contact them on Website: Using this service does not affect your right to take legal action.
32 Agent s address Wesleyan Combined Wording DAS6170
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