Policy Wording Home Insurance

Transcription

1 Policy Wording Home Insurance

2 1 Important numbers Here s a handy list of important phone numbers. Customer Service Line For any general enquires or if you wish to cancel your policy. Home Insurance Claims Helpline If you need you need to make a claim. Please have your policy number handy when you call. You can find this on your Statement of Fact and Policy Schedule. Home Emergency Claims Helpline Open 24 hours a day, 7 days a week. Please have your policy number handy when you call. Family Legal Protection Claims Helpline Open 24 hours a day, 7 days a week. Please have your policy number handy when you call. Tax Claims Helpline Tax Advice Helpline Identity Theft Claims and Advice Helpline (Monday to Friday 09:00 17:00 excluding Bank Holidays) Don't forget you can make changes or update your policy or notify a claim at any time via your Littlewoods Home Insurance account which you can find by visiting Calls to 0800 numbers are normally free of charge from landlines but charges may apply from mobile phones. Calls to standard geographic numbers are typically charged upto 10p per minute; calls from mobiles are charged between 10p and 40p per minute. Check with your phone provider for details.

3 2 Welcome to Littlewoods Home Insurance Thank you for choosing Littlewoods Home Insurance. This document will tell you all you need to know about your policy including what's covered and how to make a claim or update your policy. Our aim is to provide you with peace of mind when it comes to your home insurance needs and to make your insurance cover clear and easy to understand. You should read this policy booklet along with your Policy Schedule and Statement of Fact as together they give you full details about the cover you have chosen. If you have any questions about your Policy Documents, if any details are incorrect on any of the documentation you have received, or if you wish to make a change to your policy, please call or visit You can also request a large print, braille or audio version of this document if you need it. Who does what Home Insurance Home Insurance is underwritten by Royal & Sun Alliance Insurance plc. Sales and claims are administered by Direct Group Limited. Home Emergency Home Emergency is underwritten by UK General Insurance Limited on behalf of Ageas Insurance Limited. Claims are administered by Legal Insurance Management Limited. Sales are administered by Direct Group Limited. Family Legal Protection Family Legal Protection is underwritten by UK General Insurance Limited on behalf of Ageas Insurance Limited. Claims are administered by Legal Insurance Management Limited. Sales are administered by Direct Group Limited.

4 3 Contents About your policy Page 4 What to do if you have a complaint Page 5-6 How to make a claim Page 8 The insurance contract Page 10 Words with special meanings Page Policy and claims conditions and exclusions Page 14 Conditions and exclusions Page 14 Cancelling the policy Page Claims conditions Page Policy exclusions Page Buildings Page Optional cover - Accidental Damage to Buildings Page Contents Page Optional cover - Accidental Damage to Contents Page Optional cover - Personal Belongings Page Optional cover - Home Emergency Page Optional cover - Family Legal Protection Page How we use your information Page 70-71

5 4 About Your Policy Understanding and using your policy This section About your policy does not form part of the legal contract between you and us. It includes information which will help you to understand and use your policy. Insurance policies can be difficult to understand so we have tried to make this policy easy to read. Some words have a special meaning in your policy and these are listed and explained on pages 11 to 13, 43 to 44 and 53 to 54 Words with special meanings. From now on whenever a word with a special meaning is used it will be printed in bold type. Your policy is in two parts the policy wording and the schedule. The policy wording explains what is and what is not covered under your policy, how claims are submitted and settled as well as other important information. The schedule explains which sections of the policy wording are applicable, the limits to the cover provided and the insurance premium. Please keep your schedule with the policy wording. We will send you a new schedule whenever you or we make a change to your insurance and each year before renewal in order for you to check that the cover still meets your needs and circumstances. Once you have received your policy documentation you will have 14 days to make sure the cover is exactly what you need. If it isn t, you can send back your documents and request any necessary changes. Alternatively, you can request cancellation of the policy and you will receive a full refund of the premium, as long as you haven t made a claim in the insurance period. Remember to keep your sums insured (which are shown on your schedule) up to date. If you have selected buildings insurance, you should increase your sum insured if you extend or make improvements to your home, such as installing double glazing, adding a fitted kitchen or conservatory. If you have selected contents and personal belongings insurance, your cover is for replacement as new. Remember to keep your sums insured up to date when you buy new items. Items such as jewellery, articles of precious metal, clocks, watches, paintings, works of art, antiques and stamp, medal and coin collections often change in value. These changes are not reflected in the indices used for inflation protection and you should make certain that these items are insured for the correct amount at all times. If you have any questions please contact us on

6 5 What to do if you have a complaint It is the intention to give you the best possible service but if you do have any questions or concerns about this insurance Policy or the handling of a claim, you should follow the Complaints Procedure set out below: Our Commitment to You 1 We will make sure all the information we provide you with is clear, fair and accurate. 2 We will always try to be fair and reasonable whenever you need the protection of this policy. 3 We will also act promptly to provide that protection. If things should go wrong Whilst we will make every effort to maintain the highest standards, we recognise that there may be some occasions when we fail to satisfy the particular requirements of our customers. We therefore have in place procedures to investigate and remedy any area of concern or complaint. In such circumstances we promise: 1 To acknowledge a formal complaint within 5 working days or less. 2 To have the issues reviewed by a person of appropriate seniority and authority. 3 To identify the person managing your complaint in our original letter of response. 4 To respond fully to your concern or complaint within a maximum of 8 weeks. If for any reason this is not possible, we will write to you promptly to explain why we have been unable to finalise the matter quickly. We will also let you know when we will contact you again.

7 6 Complaints regarding the policy In this section we and us and our, means from whom you purchased this insurance as specified on your policy documents. If you are not happy with any aspect of our service, we will aim to resolve the issue as quickly as possible. We have the following complaints procedure which you can follow if you are dissatisfied with the service you have received from us: We need to know the nature of your complaint. You can do this by contacting us in writing: Direct Group Customer Relations PO Box 1193 Doncaster DN1 9PW By to: By telephone: Complaints regarding Home Emergency or Family Legal Protection If you have a complaint with any aspect of the service(s), you can contact us by phone, or in writing. Please quote your policy number in any correspondence so we can provide a quick and efficient response. The Managing Director Legal Insurance Management Ltd 1 Hagley Court North The Waterfront Brierley Hill West Midlands DY5 1XF By to: [email protected] By telephone: If you cannot settle your complaint with us, you may be entitled to refer it to the Financial Ombudsman Service (FOS). Please refer to the Contact the Financial Ombudsman Service section on page 7 for further details on when and how to do this. Complaints regarding claims If you have a complaint about a claim, contact our claims helpline first on We will try to resolve your complaint by the end of the next business day. If we are unable to do this, we will write to you within 5 working days to either: 1 Tell you what we have done to resolve the problem; or 2 Acknowledge your complaint and let you know when you can expect a full response. You can also contact us in writing: Direct Group Customer Relations PO Box 1193 Doncaster DN1 9PW By to: [email protected] By telephone: We will always aim to resolve your complaint within eight weeks of its receipt. If we are unable to do this we will give you the reasons for the delay and indicate when we will be able to provide a final response. If for any reason you remain dissatisfied with our final response, you should escalate the matter to the Financial Ombudsman Service (FOS) as outlined on page 7.

8 7 Contact the Financial Ombudsman Service (FOS) You can ask the Financial Ombudsman Service (FOS) to review your complaint if for any reason you are still dissatisfied with our final response, or if we have not issued our final response within eight weeks from you first raising the complaint. You can contact the Financial Ombudsman Service (FOS) at the address below, however they will only consider Your complaint once you have tried to resolve it with us first. Financial Ombudsman Service (FOS) South Quay Plaza 183 Marsh Wall London E14 9SR FOS can also be contacted by telephone on: See website at: Following this complaints procedure does not affect Your right to take legal proceedings. Regulatory information Shop Direct Finance Company Limited is Registered in England No Registered office: Aintree Innovation Centre, Park Lane, Netherton, Bootle, L30 1SL. Authorised and regulated by the Financial Conduct Authority. Littlewoods Home Insurance is sold and administered by Direct Group Limited. Direct Group is authorised and regulated by the Financial Conduct Authority. Registered No Registered Office: Quay Point, Lakeside Boulevard, Doncaster, South Yorkshire, DN4 5PL. Home Insurance policies are underwritten by Royal & Sun Alliance Insurance plc (No ). Registered in England and Wales at St. Mark s Court, Chart Way, Horsham, West Sussex, RH12 1XL. Authorised by the Prudential Regulation Authority and regulated by the Financial Conduct Authority and the Prudential Regulation Authority. Home Emergency and Family Legal Protection policies are underwritten by UK General Insurance Ltd on behalf of Ageas Insurance Ltd and claims are administered by Legal Insurance Management Ltd. Ageas are registered in England No Ageas (UK) Limited registered office: Ageas House, Hampshire Corporate Park, Templars Way, Eastleigh, Hampshire, SO53 3YA. Registered number: Ageas Insurance Limited is authorised by the Prudential Regulation Authority and regulated by the Financial Conduct Authority and the Prudential Regulation Authority. Legal Insurance Management Ltd and UK General Insurance Ltd are authorised and regulated by the Financial Conduct Authority. Legal Insurance Management Ltd is authorised and regulated by the Financial Conduct Authority. Registration No Registered Office: 1 Hagley Court North, The Waterfront, Brierley Hill, West Midlands DY5 1XF. All companies can be checked on the Financial Services Register at or by contacting the Financial Services Authority on , or the Prudential Regulation Authority on Royal & Sun Alliance Insurance plc 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. You can get more information about compensation scheme arrangements from the FSCS ( or telephone or

9 8 How to make a claim Claims procedure & conditions for claims If you need to make a claim, what you need most of all is speedy, professional, practical help. That is exactly what we provide. Should you suffer loss or damage you should take any immediate action you think is necessary to protect your property and belongings from further damage, such as switching off the gas, electricity or water. If you wish to make a claim please contact: Direct Group Claims Department PO Box 800 Halifax HX1 9ET Telephone: [email protected] Please have your policy number handy when you call. While most claims can be agreed over the phone, there may be times when we will ask you to complete a claim form and provide us with further information and/or we may wish to arrange a visit and inspection. To help us deal with your claim quickly, please read this policy booklet carefully, particularly the Claims conditions and Policy exclusions on pages 14 to 21. If you have included Home Emergency or Family Legal Protection cover with your policy, see your policy schedule, details of how to make a claim can be found on pages 52 and 53. Important Note If you do need to make a claim under this policy, you must do the following: a Provide Us with full details of Your claim as soon as possible after the event and always within 30 days. b Immediately notify the Police following loss or damage by theft or attempted theft and obtain a Crime Reference Number. c Take all steps necessary to reduce further loss, damage or injury. d Provide us with all information and evidence, including written estimates and proof of ownership and value that we may request. e Do not under any circumstances effect full repairs without our prior consent. f Under no circumstances admit, negotiate or settle any claim without our permission in writing. On receipt of a notification of a claim, we may do the following: a Enter any building following loss or damage. b Negotiate, defend or settle any claim made against you. c Prosecute in your name for our benefit, any other person in respect of any claim we may have to pay. d Appoint a loss adjuster to handle the claim on our behalf.

10 9 Preferred Suppliers We take pride in the claims service we offer to our customers. Our philosophy is to repair or replace lost or damaged property, where we consider it appropriate, and we have developed a network of repairers and product suppliers dedicated to providing claim solutions. Where we can offer repair or replacement through a preferred supplier but we agree to pay our customer a cash settlement, then payment will normally not exceed the amount we would have paid our preferred supplier. No Claims discount This part of the policy explains how No Claims Discount works and only applies if No Claims Discount is shown on your schedule. If no incident occurs during the insurance period which results in a claim under Buildings, Contents or Personal Belongings, your No Claims Discount will increase in line with our scale at the renewal of the policy. For each incident that occurs during the insurance period which result in a claim under the Buildings, Contents or Personal Belongings, your No Claim Discount may reduce in line with our scale at the renewal of the policy. You cannot transfer your No Claims Discount to anyone else.

11 10 The Insurance Contract This policy is a legal contract between you and us. The policy wording and schedule make one document and must be read together. Please keep them together. The contract is based on the information you gave us when you applied for the insurance. Our part of the contract is that we will provide the cover set out in this policy wording: for those sections which are shown on your policy schedule; for the insurance period set out on the same schedule. Your part of the contract is: you must pay the premium as shown on your schedule for each insurance period; you must comply with all the conditions set out in this policy. If you do not meet your part of the contract, we may turn down a claim, increase the premium or you may find that you do not have any cover. Under the laws of the United Kingdom (England, Scotland, Wales and Northern Ireland) both you and we may choose the law which applies to this contract, to the extent permitted by those laws. Unless you and we agree otherwise, we have agreed with you that the law which applies to this contract is the law which applies to the part of the United Kingdom in which you live. We and you have agreed that any legal proceedings between you and us in connection with this contract will only take place in the courts of the part of the United Kingdom in which you live. This policy has been issued by Royal & Sun Alliance Insurance plc in the United Kingdom. Renewing your policy At least 21 days before each renewal date, we will tell you the premium and terms and conditions that will apply for the following year. If you wish to change or cancel the cover then please tell us before the renewal date. If you pay by direct debit, we will renew the policy automatically and continue collecting monthly premiums unless you notify us that you wish to cancel the policy. For payments by credit or debit card or payment on account we will renew the policy and collect the annual premium unless you notify us that you wish to cancel the policy. You will have 14 days to cancel the policy after the renewal date and receive a refund of any premiums paid, as described in Cancelling the policy section on page 16. The language used in this policy and any communications relating to it will be in English.

12 11 Words with Special Meanings This part of the policy sets out the words which have a special meaning. Each word is listed with the meaning explained below it and is printed in bold type whenever it appears in the policy. There are other words with special meanings listed under the Home Emergency and Family Legal Protection sections on pages 43 to 44, and 53 to 54 respectively. Your schedule will show you if you are insured under this section. If you are, you should also refer to these pages. Accidental Damage Sudden, unexpected and visible damage which has not been caused on purpose. Buildings The home, fixtures and fittings, patios, paved terraces, footpaths, garden ponds, statues and fountains permanently fixed into the ground, drives, walls, fences, hedges and gates. Buildings does not include aerials and satellite receiving equipment. Clerical business Equipment Computer, telecommunication and office equipment, office furniture and stationery, owned by your family or your family s responsibility under contract. Clerical business equipment does not include business stock or business money or credit cards and no cover is provided for: the cost of replacing paper records, except for their value as stationery; and/or any loss or erasure of, or any damage, distortion or corruption to records, data, programs and software. Contents Household goods, personal documents, personal belongings, clerical business equipment all owned by your family or your family s responsibility under contract. Visitors personal belongings in your home. Contents does not include: motor vehicles and children s motor vehicles whether licensed for road use or not (other than motorised or electric wheelchairs), mechanically propelled or assisted vehicles (other than garden machinery and pedestrian controlled vehicles), aircraft, trains and boats (other than models),motorised pedal cycles, gliders, hang gliders, wetbikes, hovercraft and other mechanically propelled or assisted watercraft, caravans, trailers or parts or accessories for any of them whether attached or detached, other than removable entertainment equipment while removed; animals; anything used for trade, professional or business purposes except clerical business equipment; fixtures and fittings. money, credit cards, and securities of any kind pedal cycles trees, shrubs and plants Company/our/us/we Royal & Sun Alliance Insurance plc.

13 12 Excess The first part of any claim which you must pay. The excess will be the total of the compulsory excess and any additional voluntary excess as detailed in your Policy Schedule. Heave Upward and/or lateral movement of the site on which your buildings stand caused by swelling of the ground. Home The house or flat at the address shown on your schedule, used for domestic and clerical business purposes only. Excluding garages, greenhouses, outbuildings and gardens. Insurance period The period shown on your schedule and any further period for which you have paid or have agreed to pay and we have accepted or have agreed to accept your premium. Landslip Downward movement of sloping ground. Personal Belongings Jewellery, watches and personal items which your family normally wear or carry all owned by your family or your family s responsibility under contract. Personal belongings does not include: household goods and domestic appliances; external television and satellite receiving equipment; motor vehicles and children s motor vehicles whether licensed for road use or not (other than motorised or electric wheelchairs), mechanically propelled or assisted vehicles, aircraft, trains and boats (other than models), motorised pedal cycles, gliders, hang-gliders, wetbikes, hovercraft and other mechanically propelled or assisted watercraft, caravans, trailers or parts or accessories for any of them whether attached or detached, other than removable entertainment equipment while removed; animals; money, credit cards, securities and documents of any kind; anything used for any trade, professional or business purposes (other than portable computer equipment and mobile phones); china, glass, pottery and any other items of a similar nature which are fragile. pedal cycles.

14 13 Policyholder/you/your The person(s) named as policyholder on your schedule. Policy Schedule/Schedule The document which shows details of you and this insurance and is attached to and forms part of this policy. Subsidence Downward movement of the site on which your buildings stand by a cause other than the weight of the buildings themselves. Unoccupied When your home has not been lived in by your family or by anyone who has your permission, for more than 60 days in a row. Lived in means slept in frequently. Us/we/company/our Royal & Sun Alliance Insurance plc. Wheelchairs Any wheelchair or similar electric scooter specifically designed for the disabled or infirm and which does not legally require to be licensed for road use. You/your/policyholder The person(s) named as policyholder on your schedule. Your family You or any of the following people providing they normally live with you: your husband, wife or partner; children (including foster children); your relatives; your domestic employees.

15 14 Conditions and Exclusions Policy Conditions These are the conditions of the insurance you and your family will need to meet as your part of this contract. There are other conditions of insurance applicable to the Home Emergency section on pages 49 to 50 and the Family Legal Protection section on pages 66 to 69. If you do not meet these conditions, a claim may be rejected or payment could be reduced. In some circumstances your policy might be invalid. Taking care Your family must take all reasonable steps to avoid incurring liability and prevent loss or damage to everything which is covered by this insurance and to keep all the property insured in good condition and in good repair. Changes in your circumstances Using the contact details on the front of your schedule, you must tell us as soon as possible but always within 30 days about any of the following changes: you are going to move home permanently; someone other than your family is going to live in your home; your home is going to be used for short periods each week or as a holiday home; your home is going to be unoccupied for more than 60 days in a row; work is to be done on your home which is not routine repair, maintenance or decoration for example, any structural alteration or extension to your home; the number of bedrooms in your home has changed; you or any member of your family has received a conviction for any offence except for minor driving offences; any part of your home is going to be used for any trade, professional or business use other than purely clerical business use which does not involve staff, visitors or stock; Changes in your circumstances continued any increase in the value of your contents or the rebuilding cost of your buildings. We may re-assess your cover and premiums when we are told about changes in your circumstances. In addition you may incur a fee to cover the administration cost of amending your insurance. The specific charge will be detailed in your policy schedule. If you do not tell us about changes or give us incorrect information, the wrong terms may be quoted, we will be entitled to reject payment of a claim or a payment could be reduced. In some circumstances your policy might be invalid, and you may not be entitled to a refund of premium. Fraud If dishonesty or exaggeration is used by you, your family or anyone acting on behalf of you or your family to obtain: a claims payment under your policy; or cover for which you do not qualify; or cover at a reduced premium; all benefits under this policy will be lost, the policy may be invalid, you may not be entitled to a refund of premium and legal action may be taken against you. Transferring your interest in the policy You cannot transfer your interest in this policy to anyone else without our written permission.

16 15 Cancelling the policy If you wish to cancel your policy please contact us by telephone using the contact details shown on your schedule. If you cancel the policy you may be entitled to a refund of premium provided that no claim has been made during the current insurance period. In addition to the premiums charged for your insurance policy you may incur a fee to cover the administration cost of cancelling or amending your insurance. The specific charge will be detailed in your policy schedule.

17 16 Cancellation by you within the first 14 days If you cancel the policy within 14 days of the date you receive your policy documents, we will refund the premium in full provided no claim has been made during the current insurance period. Cancellation by you after the first 14 days If you cancel the policy after 14 days of the date you receive your policy documents, we will refund the premium on a pro-rata basis, provided no claim has been made during the current insurance period. When we cancel your policy Please also refer to the Fraud condition of this policy and to the Changes in Circumstances condition both on page 14 of this policy. We may also cancel the policy where we have identified serious grounds, such as: failure to provide us with information we have requested that is directly relevant to the cover provided under this policy or any claim the use of threat violence or aggressive behaviour against our staff, contractors or property the use of foul or abusive language nuisance or disruptive behaviour we will contact you at your last known address and, where possible, seek an opportunity to resolve the matter with you. Where a solution cannot be agreed between us, we may cancel the policy by giving you 14 days notice. This will not affect your right to make a claim for any event that happened before the cancellation date. If we cancel the policy we will refund premiums already paid for the remainder of the current insurance period, provided no claim has been made during the current insurance period. We also reserve the right to terminate the policy in the event that there is a default in instalment payments due under any linked loan agreement, by giving you 14 days notice at your last known address. If you want to cancel your linked loan agreement but not your policy, you must contact us at the address given on the front of your schedule. We can then tell you how much you will have to pay for the rest of the insurance period. If this amount is not paid by the date given in our reply to you, then all cover under your policy will be cancelled from this date.

18 17 Financial sanctions We will not provide any cover or be liable to provide any indemnity, payment or other benefit under this policy where doing so would breach any prohibition or restriction imposed by law or regulation. If any such prohibition or restriction takes effect during the insurance period we may cancel this policy immediately by giving you written notice at your last known address. If we cancel the policy we will refund any premium already paid on a pro-rata basis, provided no claims have been paid or are outstanding. Other conditions There are other conditions which relate to any claim you may make and these are shown on page 18 Claims conditions. You should also refer to any conditions shown under individual sections of your policy.

19 18 Claims conditions These are the claims conditions you and your family will need to keep to as your part of this contract. If you do not, a claim may be rejected or payment could be reduced. In some circumstances your policy might be invalid. If anything happens which might lead to a claim, what you must do depends on what has happened. The sooner you tell us the better. In some cases, there are other people you must contact first. When an incident occurs which may result in a claim, you must also read the information on How to make a claim on page 8. You should also check the information on How we settle claims under the section of your policy which covers the loss or damage, e.g. Buildings, Contents or Personal Belongings. What you must do If you or your family are the victims of theft, riot, a malicious act or vandalism, or if you have an insured loss away from your home, you must notify the police immediately upon discovery and obtain a crime reference number before contacting us soon after, or in case of riot tell us immediately. If someone is holding any of your family responsible for an injury or any damage, no one in your family must admit responsibility. Give us full details in writing as soon as you can and any claim form, application notice, legal document or other correspondence sent to your family must be sent to us straightaway unanswered. You should do all we reasonably ask you to do to get back any lost or stolen property. Do not throw away any damaged items before we have had a chance to see them, or carry out any non-emergency repairs before we have had a chance to inspect them. To help us deal with your claim quickly, we may require additional information which may include the following: original purchase receipts, invoices, instruction booklets or photographs; purchase dates of lost or damaged items; for damaged items, confirmation by a suitably qualified expert that the item you are claiming for is beyond repair. For all other claims, tell us as soon as you can.

20 19 Rights and responsibilities We may need to get into a building that has been damaged to salvage anything we can and to reduce the possibility of any further damage occurring. You must help us to do this but you must not abandon your property to us. Other insurance If you claim under this policy for something which is also covered by another insurance policy, you must provide us with full details of the other insurance policy. We will only pay our share of any claim. You must not settle, reject, negotiate or offer to pay any claim you have made or intend to make under this policy without our written permission. We have the right, if we choose, in your name but at our expense to: take over the defence or settlement of any claim; start legal action to get compensation from anyone else; start legal action to get back from anyone else any payments that have already been made. You must provide us at your expense, with any information and assistance we may reasonably require about any claim. You must help us to take legal action against anyone or help us defend any legal action if we ask you to. When you call us, at our option we will: ask you to get estimates for building repairs or replacement items; or arrange for the damage to be inspected by one of our Claims Advisors or an independent loss adjuster or other expert their aim is to help us agree a fair settlement with you; or arrange for the repair or a replacement as quickly as possible.

21 20 Policy exclusions These exclusions apply to all the sections of your policy. This insurance does not cover: Radioactive contamination Any expense, legal liability or any loss or damage to property directly or indirectly caused by or contributed to by: ionising radiation or radioactive contamination from any nuclear fuel or waste which results from the burning of nuclear fuel; or the radioactive, toxic, explosive or other dangerous properties of nuclear machinery or any part of it. Date change and computer viruses Any direct or indirect loss or damage caused: to equipment by its failing correctly to recognise data representing a date in such a way that it does not work properly or at all; or by computer viruses. Legal expenses, legal benefits and /or liability arising directly or indirectly from: equipment failing correctly to recognise data representing a date in such a way that it does not work properly or at all; or computer viruses; but any claim for legal expenses/benefits to pursue compensation for personal injury is not excluded. For the purposes of this exclusion: Equipment includes computers and anything else insured by this policy which has a microchip in it. Computers include hardware, software, data, electronic data processing equipment and other computing and electronic equipment linked to a computer. Microchips include integrated circuits and microcontrollers. Computer viruses include any program or software which prevents any operating system, computer program or software working properly or at all. War risks Any loss, damage, liability, cost or expense of any kind caused directly or indirectly by war, invasion or revolution. Sonic bangs Any loss, damage, liability, cost or expense of any kind caused directly or indirectly by pressure waves from aircraft. Pollution or contamination Any claim or expense of any kind directly or indirectly caused by or arising out of pollution or contamination unless caused by: a sudden unexpected incident, or oil or water escaping from a fixed oil or fixed water installation, and which was not the result of an intentional act, and, which occurs during any insurance period. All pollution or contamination which arises out of one incident shall be deemed to have occurred at the time such incident takes place.

22 21 Rot Any loss, damage, liability, cost or expense of any kind caused by rot whether or not this is caused directly or indirectly by any other cover included in this insurance. Existing and deliberate damage Any loss, damage, liability, cost or expense of any kind occurring, or arising from an event occurring, before the insurance period starts or caused deliberately by your family. Terrorism Any loss, damage, liability, cost or expense of any kind directly or indirectly caused by, resulting from or in connection with any act of terrorism. For the purposes of this exclusion, terrorism means the use, or threat of use, of biological, chemical and/or nuclear force or contamination by any person(s), whether acting alone or on behalf of or in connection with any organisation(s) or government(s), committed for political, religious, ideological or similar purposes including the intention to influence any government(s) or put any section of the public in fear. Wear and tear Any loss, damage, liability cost or expense of any kind directly or indirectly caused by or resulting from wear and tear, depreciation, corrosion, rusting, damp, insects, vermin, fungus, condensation, fading, frost or anything that happens gradually, the process of cleaning, dyeing, repair, alteration, renovation or restoration. Defective construction or design Any loss, damage, liability, cost or expense of any kind caused by or resulting from poor or faulty design, workmanship or materials.

23 22 Buildings This part of the policy sets out the cover we provide for your buildings, unless your schedule states No cover. What is covered Damage to your buildings caused by the following: What is not covered 1 Fire, lightning, explosion, earthquake or smoke. The excess. Damage by smoke from air pollution. 2 Storm or flood. The excess. Damage by frost. Damage to fences, hedges or gates. Damage caused by a rise in the water table (the level below which the ground is completely saturated with water). 3 Freezing of water in fixed water or fixed heating systems. Water escaping from washing machines, dishwashers, fixed water or fixed heating systems. The excess. Damage to the appliance or system which the water escapes from unless freezing causes the damage. Damage while your home is unoccupied. Damage by sulphate reacting with any materials from which your home is built. Damage by water escaping which results in subsidence, movement, settlement or shrinkage of any part of your buildings or of the land belonging to your buildings. 4 Oil escaping from a fixed heating systems. The excess. 5 Riot, civil commotion. The excess. Damage to the appliance or system which the oil escapes from. Damage while your home is unoccupied.

24 23 What is covered 6 Malicious acts or vandalism. The excess. 7 Theft or attempted theft. The excess. What is not covered Damage while your home is unoccupied. Damage when your home is lent, let or sublet to anyone other than your family unless force and violence has been used to get into or out of your home. Damage while your home is unoccupied. Damage when your home is lent, let or sublet to anyone other than your family unless force and violence has been used to get into or out of your home. 8 Subsidence or heave of the site on which your buildings stand or of land belonging to your buildings, or landslip. The subsidence, heave or landslip excess shown on your schedule Damage to patios, paved terraces, footpaths, tennis courts, swimming pools, garden ponds, statues and fountains permanently fixed into the ground, drives, walls, fences, hedges and gates unless your home is damaged by the same cause and at the same time. Damage to solid floors or damage caused by solid floors moving, unless the foundations of the outside walls of your home are damaged by the same cause and at the same time. Damage caused by structures bedding down or settlement of newly made up ground. Damage caused by the coast or a riverbank being worn away. Damage caused by or from demolition, alteration or repair to your home. Damage caused by sulphate reacting with any materials from which your home is built. 9 Falling trees or branches. The excess. Damage to fences, hedges or gates. 10 Falling aerials or satellite receiving equipment, their fittings or masts. 11 Impact involving vehicles, aircraft or anything dropped from them, or animals. The excess. The excess. Damage by pets.

25 24 What is covered 12 If your home is uninhabitable as a result of damage to your buildings by clauses 1-11 we will pay: the additional cost of similar short-term accommodation for your family and also for any pets living with you. rent you would have received but have lost including ground rent. 13 Locks and keys, Accidental loss or theft of keys and Accidental Damage to the locks of external doors to your home. We will pay for the replacement of the lock mechanism or we will change the locks. What is not covered Any costs your family would have to pay once your home becomes habitable again. Any costs you agree to pay without our written permission. The cost of alternative accommodation for anyone who is not a member of your family. Any costs arising from damage by any cover listed elsewhere in the Buildings section and which is specifically excluded under that cover. Any amount exceeding the limit shown on your schedule. The first 25 of each loss or damage. Any amount exceeding the limit shown on your schedule. Loss or damage by any process of repair or restoration. The cost of repairing mechanical breakdown.

26 25 Legal liability As well as insuring your buildings, we also provide the following cover. What is covered 14 The legal liability of your family as owner of your buildings and land belonging to your home, to pay damages and costs to others which arise from any single event occurring during the insurance period which result in: accidental death, disease, illness or accidental physical injury to anyone; accidental damage to physical property. The most we will pay is the limit shown on your schedule plus defence costs agreed by us in writing. What is not covered Anything owned by or the legal responsibility of your family. Injury, death, disease or illness to any of your family (other than your domestic employees who normally live with you). Liability arising from any employment, trade, profession or business of any of your family. Liability accepted by any of your family under any agreement, unless the liability would exist without the agreement. Liability covered by any other policy. Liability arising from the Party Wall etc. Act Liability for injury or damage resulting from land or buildings nearly always attaches to the occupier, rather than the owner. If you are the owner and occupier, insurance against your liability as occupier is not provided by the Buildings section of this policy and you should ensure you have contents insurance which will provide you with the occupier s liability insurance you require.

27 26 What is covered 15 Legal liabilities which result from the ownership of any home previously occupied by you and insured by us and which arise because of Section 3 of the Defective Premises Act 1972 or Section 5 of The Defective Premises (Northern Ireland) Order 1975, as long as you do not have this cover under another policy. The most we will pay is the limit shown on your schedule plus defence costs agreed by us in writing. What is not covered Any home previously owned and occupied by you in which you still hold legal title or have an interest. Any incident which happens more than 7 years after the last day of the last insurance period in respect of any home previously insured by us and owned and occupied by you. Anything owned by or the legal responsibility of your family. Injury, death, disease or illness to any of your family (other than your domestic employees who normally live with you). Liability arising from any employment, trade, profession or business of any of your family. Liability accepted by any of your family under any agreement, unless the liability would exist without the agreement. Liability covered by any other policy. Liability arising from the Party Wall etc. Act 1996.

28 27 Optional cover Accidental Damage to Buildings This part of your policy sets out the cover we provide for Accidental damage to your Buildings, unless your schedule states No cover. What is covered 16 Accidental breakage of drains and pipes and accidental damage to cables and underground tanks which are used to provide services to or from your home, for which your family is legally responsible. If following a blockage, normal methods of releasing a blockage between the main sewer and your home are unsuccessful, we will pay the cost of breaking into and repairing the pipe. 17 Accidental breakage of glass, ceramic hobs or sanitary ware fixed to and forming part of your home. What is not covered The excess. Damage while your home is unoccupied. Damage by gradual deterioration which has caused an installation to reach the end of its serviceable life. Damage by water escaping which results in subsidence, movement, settlement or shrinkage of any part of your buildings or of the land belonging to your buildings. Damage by any cover listed elsewhere in the Buildings section and which is specifically excluded under that cover. Damage caused by the coast or a riverbank being worn away. Damage caused by or from demolition, alteration or repair to your home. Damage caused by or from poor or faulty design, workmanship or materials. Damage caused by sulphate reacting with any materials from which your home is built. The excess. Breakage while your home is unoccupied. The replacement cost of any part of the item other than the broken glass.

29 What is covered 18 Accidental damage to buildings. The excess. What is not covered Damage while your home is unoccupied. Damage when your home is lent, let or sublet to anyone other than your family. Damage by water entering your home other than by storm or flood. Damage by mechanical, electrical or electronic fault or breakdown. Damage by or from subsidence, heave, landslip, movement, settlement or shrinkage of any part of your buildings or of the land belonging to your buildings. Damage by any cover listed elsewhere in the Buildings section and Buildings Accidental Damage section which is specifically excluded under these covers. Damage caused by the coast or a riverbank being worn away. Damage caused by or from demolition, alteration or repair to your home. Damage caused by or from poor or faulty design, workmanship or materials. Damage caused by sulphate reacting with any materials from which your home is built. 28

30 29 How we settle claims If you wish to claim under this section of your policy please follow the steps detailed in the How to make a claim section (page 8). You should also read the Claims conditions and Policy exclusions on pages 18 to 20. How we settle claims for buildings 1 We will pay for the cost of work carried out in repairing or replacing the damaged parts of your buildings and agreed fees and related costs. The amount we will pay where repairs are carried out will not exceed the lesser of: The cost of the work had it been completed by our nominated contractor or The cost of the work based upon the most competitive estimate or tender from your nominated contractors. If the repair or replacement is not carried out, we will pay the lesser of: The decrease in market value of your buildings due to the damage The cost of the work had it been completed by our nominated contractor if the repair work had been carried out without delay The cost of the work based upon the most competitive estimate or tender from your nominated contractors if the repair work had been carried out without delay All building repairs carried out by our preferred suppliers and insured under the buildings section of this policy are guaranteed for 12 months in respect of quality of workmanship. No allowance will be made for VAT when a cash settlement is made. 2 Where an excess applies, this will be taken off the amount of your claim. 3 If your buildings have not been kept in a good state of repair or if the sum insured at the time of the loss or damage is less than the cost of rebuilding all your buildings in the same way, size, style and appearance as when they were new, including fees and related costs, we will pay the cost of repairing or replacing the damaged parts of your buildings and we will, where appropriate, take off an amount for wear and tear. 4 The most we will pay for any one claim, including fees and related costs, is the amount it will cost us to repair the damage to your buildings in the same way, size, style and appearance as when they were new, but not more than the sum insured or any limits shown on your schedule. We will not pay for: Loss of value resulting from repairs to or replacement of damage to your buildings; Replacing or changing undamaged parts of your buildings which belong to a set or suite or which have a common design or use, such as a bathroom suite or fitted kitchen units, when the damage is restricted to a specific part or clearly defined area.

31 30 Contents This part of the policy explains the cover we provide for the contents in your home unless your schedule states No cover. What is covered What is not covered Loss or damage to contents in your home caused by the following: 1 Fire, lightning, explosion, earthquake or smoke. The excess. Damage by smoke from air pollution. 2 Storm or flood. The excess. Damage caused by a rise in the water table (the level below which the ground is completely saturated with water). 3 Water escaping from washing machines, dishwashers, fixed water or fixed heating systems. The excess. Loss or damage while your home is unoccupied. Damage to the appliance or system which the water escapes from. 4 Oil escaping from a fixed heating systems. The excess. 5 Riot, civil commotion. The excess. 6 Malicious acts or vandalism. The excess. Loss or damage while your home is unoccupied. Damage to the appliance or system which the oil escapes from. Loss or damage while your home is unoccupied. Loss or damage while your home is lent, let or sub-let to anyone other than your family unless force and violence has been used to get into or out of your home. 7 Theft or attempted theft using force and violence to get into or out of your home. The excess. Loss or damage while your home is unoccupied.

32 31 What is covered 8 Theft or attempted theft not using force and violence to get into or out of your home. 9 Subsidence or heave of the site on which your home stands or of land belonging to your home or landslip. What is not covered The excess. Loss or damage while your home is unoccupied. Loss or damage while your home is lent, let or sub-let to anyone other than your family. Loss of money. Loss or damage while your home is used to receive visitors or paying guests in connection with your business. The excess. Loss or damage caused by solid floors moving unless the foundations of the outside walls of your home are damaged by the same cause and at the same time. Loss or damage caused by structures bedding down or settlement of newly made up ground. Loss or damage caused by the coast or a riverbank being worn away. Loss or damage caused by or from demolition, alteration or repair to your home. Loss or damage caused by or from poor or faulty design, workmanship, or materials. 10 Falling trees or branches. The excess. 11 Falling aerials or satellite receiving equipment, their fittings or masts. 12 Impact involving vehicles, aircraft or anything dropped from them, or animals. The excess. The excess. Loss or damage by pets.

33 32 What is covered 13 If your home is uninhabitable as a result of damage to your contents by clauses 1-11, we will pay the additional cost of similar short term accommodation for your family and also for any pets living with you. 14 Freezer food in your home contained in a domestic deepfreeze cabinet is insured against loss or physical damage caused by a rise or fall in temperature or contamination from refrigerant or refrigerant fumes. What is not covered Any costs your family would have to pay once your home becomes habitable again. Any costs you agree to pay without our written permission. The cost of alternative accommodation for anyone who is not a member of your family. Any costs arising from loss or damage by any cover listed elsewhere in the contents section and which is specifically excluded under that cover. Any amount exceeding the limit shown on your schedule The excess. Any amount exceeding the limit shown on your schedule. Loss or damage resulting from the deliberate act of any power supply authority or the withholding or restricting of power of power by such an authority.

34 33 Optional cover Accidental Damage to Contents This part of your policy sets out the cover we provide for Accidental damage to your Contents, unless your schedule states No cover. What is covered 15 Accidental breakage of mirrors, ceramic hobs in free-standing cookers or glass which forms part of your furniture. 16 Accidental loss of metered water, liquid petroleum gas or oil at your home. 17 Accidental damage or loss while a professional removal firm are moving your contents from your home directly to your new permanent home in the British Isles. What is not covered The excess. The replacement cost of any part of the item other than the broken glass. Breakage while your home is lent, let or sub-let to anyone other than your family. The excess. Loss or damage while your home is unoccupied. Loss or damage by any cover listed in the contents section and which is specifically excluded under that cover. Any amount exceeding the limit shown on your schedule. The excess. Loss or damage by mechanical, electrical or electronic fault or breakdown. Damage to china, glass, pottery or other items of a similar nature which are fragile, unless they have been packed by professional packers. Loss or damage while your contents are in storage or being moved to or from storage. Loss of money. Any amount exceeding the limit shown on your schedule.

35 34 What is covered 18 Accidental damage to your contents while in your home. What is not covered The excess. Damage to clothing. Deterioration of food. Damage while your home is unoccupied. Damage when your home is lent, let or sublet to anyone other than your family. Damage by water entering your home other than by storm or flood. Damage by mechanical, electrical or electronic fault or breakdown. Damage by any cover listed elsewhere in the contents section and which is specifically excluded under that cover.

36 35 How we settle claims If you wish to claim under this section of your policy please follow the steps detailed in the How to make a claim section (page 8). You should also read the Claims conditions and Policy exclusions on pages 18 to 20. How we settle claims for contents 1a where the damage can be economically repaired we will pay the cost of repair. 1b where the damage cannot be economically repaired and the damaged or lost item can be replaced, we will replace it. If a replacement is not available we will replace it with an item of similar quality. 1c where we are unable economically to repair or replace an item with an item of similar quality, we will agree a cash payment with you based on the replacement value. 1d where we can offer repair or replacement through a preferred supplier, but instead you request and we agree to pay a cash settlement, then the amount will not normally exceed what we would have paid our preferred supplier. 2 We will not pay the cost of replacing or changing undamaged items or parts of items which belong to a set or suite, or which have a common design or use such as suites of furniture and carpets which are only damaged in one area, when the loss or damage relates to a specific part or part of an item or to a clearly defined area. 3 We will not pay for any loss of value to any item which we have repaired or replaced. 4 Where an excess applies, this will be taken off the amount of your claim. 5 If loss or damage happens and the sum insured on your schedule is less than the cost of replacing all your contents as new, we will, where appropriate, take off an amount for wear and tear from the cost of the new item unless the item can be economically repaired when only the cost of the repair will be paid. 6 The most we will pay for any one claim is the amount it will cost us to replace all your contents as new but not more than the sum insured or any limits shown on your schedule.

37 36 Legal liability As well as insuring your contents, we also provide the following cover. What is covered 26 The legal liability of your family as occupier of your home and its land; as individuals; as an employer to any of your family s domestic employees; to pay damages and costs to others which arise from any single event occurring during the insurance period which results in: accidental death, disease, illness or accidental physical injury to anyone; accidental damage to physical property The most we will pay is the limit shown on your schedule plus defence costs agreed by us in writing. What is not covered Anything owned by or the legal responsibility of your family. Injury, death, disease or illness to any of your family (other than your domestic employees who normally live with you). Liability arising from an employment, trade, profession or business of any of your family. Liability arising from any of your family passing on any disease or virus Liability arising from the ownership or use of: any motor vehicle, including children s vehicles (other than garden machinery or wheelchairs), whether licensed for road use or not; any boat, wetbike, sand yacht, hovercraft, aircraft or train (other than hand propelled boats and models); gliders, hang-gliders, caravans or trailers. Liability accepted by any of your family under any agreement, unless the liability would exist without the agreement. Liability arising from any of your family owning land or buildings. Liability covered by any other policy. Injury, death disease or illness caused by any dog described in Section 1 of the Dangerous Dogs Act 1991 or Article 3 of the Dangerous Dogs (Northern Ireland) Order Liability arising from the Party Wall etc. Act 1996.

38 37 Optional cover - Personal Belongings This part of your policy sets out the cover we provide for your personal belongings in or away from your home, unless your schedule states No cover. What is covered Personal belongings Loss or damage to personal belongings and personal documents in the British Isles and temporarily elsewhere while in the possession of any of your family What is not covered The excess. Loss or damage by mechanical, electrical or electronic breakdown, delay, confiscation or detention by customs or other official bodies. Loss or damage caused by water entering your home other than by storm or flood. Theft from motor vehicles unless at the time of the loss or damage: someone aged 16 or over was in the motor vehicle; or the motor vehicle was securely locked; and force and violence were used to get into the motor vehicle; and the items stolen were out of sight in a locked luggage boot, luggage or glove compartment. The most we will pay for theft from an unattended motor vehicle is the unattended motor vehicle limit shown on your schedule. Loss or damage in your home when your home is unoccupied. Loss or damage in your home by theft, malicious acts or vandalism when your home is: lent, let or sub-let to anyone other than your family; used to receive visitors or paying guests in connection with any business; unless force and violence is used to get into or out of your home.

39 Loss by deception unless the only deception is someone tricking their way into your home. Loss or damage caused by theft or attempted theft from any unlocked hotel room. Loss or damage after your personal belongings or personal documents have been outside the British Isles for a total of more than 60 days in any insurance period. The most we will pay for personal belongings and personal documents that have been taken outside the British Isles is the sum insured shown on your schedule, but not exceeding the overseas limit shown on your schedule. 38

40 39 How we settle claims If you wish to claim under this section of your policy please follow the steps detailed in the How to make a claim section (page 8). You should also read the Claims conditions and Policy exclusions on pages 18 to 20. How we settle claims for personal belongings 1 If an item has been damaged and it can be economically repaired we will either arrange or authorise repair and we will pay the cost of repair. Otherwise, we will replace the item with a new one of similar quality through our preferred suppliers or at our option, we will pay the replacement cost of a new item of similar quality. If we agree, at your request, not to replace or repair an item, at our option we will make a cash or voucher settlement equal to the cost we would have paid for replacement or repair through our preferred suppliers. 2 We will not pay for any loss of value to any item which we have repaired or replaced. 3 Where an excess applies, this will be taken off the amount of your claim. 4 The most we will pay for any one claim is the amount it will cost us to replace all your personal belongings and personal documents as new but not more than the sum insured or any limits shown on your schedule. Inflation protection The sums insured and the limits shown on your schedule for personal belongings will be adjusted in line with a recognised index. No extra charge will be made for any increase until the renewal of the policy, when the renewal premium will be based on the new sums insured and the limits shown on your schedule. For your protection, we will not reduce your sums insured or limits if the index moves down unless you ask us to.

41 40 Optional cover Home Emergency This part of your policy sets out the cover we provide for Home Emergency, unless your schedule states No cover. This section of your policy is underwritten by UK General Insurance Limited on behalf of Ageas Insurance Limited. Important notice regarding the operation of this policy All potential claims must be reported to the Home Emergency Claims Helpline: Home Emergency Claims Helpline (Lines open 24 hours a day, 365 days a year) It is very important to remember that your Home Emergency Policy is not a service or maintenance policy and as a property owner it is your responsibility to ensure that you undertake regular general maintenance of the property and regular servicing of appliances. The Home Emergency Claims Helpline is only in respect of Home Emergency Assistance and cannot assist with any other insurance matter. It does not take the place of your Material Damage Insurance which would normally be covered under your main Home Insurance Policy. If the situation is not an emergency likely to cause insecurity, excessive discomfort, risk or difficulties, you should telephone Littlewoods Home Insurance direct for claims assistance and advice. How to arrange home emergency assistance and make a claim Before requesting assistance and making a claim check that the circumstances are covered by this insurance. Call the Home Emergency Claims Helpline quoting with whom your insurance was arranged and provide details of the problem. To ensure an accurate record of your home emergency, your telephone conversation may be recorded. All requests for assistance must be made to the Home Emergency Claims Helpline and not to the contractors directly, otherwise any emergency work will not be covered. The Home Emergency Claims Helpline will obtain a suitable contractor provided that there are no circumstances preventing access to the property or otherwise making the provision of the emergency work impossible such as adverse weather conditions, industrial disputes or failure of the public transport system. The Home Emergency Claims Helpline and the contractor will use their discretion as to when and how the emergency work is undertaken.

42 41 How to arrange assistance and make a claim continued Major emergencies which could result in serious damage or damage to life or limb should be immediately advised to the supply company and/or the public emergency services. Gas leaks must be immediately notified to the local gas company. The contractor will charge the cost of all work covered by the insurance directly to the insurer, but you will be asked to pay the cost of:- a call-out charges if there is not a responsible person at the property when the contractor arrives; b any work not covered by or excluded by this insurance; c any additional costs incurred at your request in fitting replacement parts or components of a superior specification to the original. Please note that if you should engage the services of a contractor prior to making contact with the Claims Helpline Service any costs that you incur are not covered by this insurance. Where it is not possible to validate your claim at the time of initial notification, you may be required to leave either credit or debit card details which may be debited in the event that the cost of the call-out and any subsequent repairs are not covered by this insurance. If within 14 days of receipt of this policy you are unhappy with any of the requirements as stated above, please advise Littlewoods Home Insurance immediately who subject to there being no claims on this policy will arrange a full refund of premium less any costs incurred.

43 42 Important policy information All potential claims must initially be reported to the Claims Helpline Service, which operates 24 hours a day, 365 days a year. The Emergency Claims Helpline Service telephone number is The address for correspondence is: LIMemergency 1 Hagley Court North The Waterfront Brierley Hill West Midlands DY5 1XF We will pay your claim up to the claim limits subject to the terms, conditions and exclusions of this policy against an insured event within the territorial limits where you notify us during the period of insurance.

44 43 Home Emergency policy definitions The words or expressions detailed below have the following meaning wherever they appear printed in bold type in this policy in relation to optional Home Emergency cover. Agent Direct Group Limited. Claim Limit(s) The claim limits for the policy shall be limited (inclusive of VAT) per claim to: i The contractor s call-out charge, the contractor s labour, parts and materials up to 500 ii Contribution to alternative heating purchased or hired by the insured person up to 50 iii Alternative Accommodation up to 300 Contractor A qualified person approved and instructed by the Home Emergency Claims Helpline Service to undertake emergency work. (This may include a Local Authority in the case of Pest Infestation). Emergency A sudden and unforeseen situation which if not dealt with quickly and without sensible intervention by you would:- i render the property unsafe or insecure; or ii damage or cause further damage to the property; or iii cause excessive discomfort, risk or difficulties for or to you. Emergency Work Work undertaken by the contractor to resolve an emergency by completing a temporary resolution or repair (or a permanent repair where this can be done at a similar cost) in respect of the occurrences covered by this insurance subject to the policy claim limits. In relation to Pests, this shall mean the removal or control thereof. Helpline The Home Emergency Claims Helpline is operated by LIMemergency. Insured Person, You, Your The person who has paid the premium and is named in the schedule as the insured person. Insurer UK General Insurance Limited on behalf of Ageas Insurance Limited. UK General Insurance Limited is authorised and regulated by the Financial Conduct Authority. The insurer described within the schedule 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 UK General Insurance Limited registration number is

45 44 Period of Insurance The period of insurance shown in the schedule. Permanent Repair Repairs or work required to permanently resolve the reason for the emergency occurring. Primary Heating System The principal central heating and hot water systems excluding any form of solar heating system and non-domestic central heating boiler or source. Property The house or flat at the address shown on your schedule, used for domestic and clerical business purposes only, which is your main residence. Temporary Resolution or Repair A resolution or repair which will resolve an emergency but will need to be replaced by a permanent repair. Territorial Limits The United Kingdom (meaning England, Scotland, Northern Ireland, Wales). We, Us, Our The insurer and/or Legal Insurance Management Limited or the authorised professional. Legal Insurance Management Limited is authorised and regulated by the Financial Conduct Authority under registration number This can be checked on the Financial Services Register at or by contacting them on Schedule The document which shows details of you and this insurance and is attached to and forms part of this policy. Service All attempts made by us and the contractor to rectify, repair, limit or prevent damage in respect of the items covered by this policy following an emergency.

46 45 Home Emergency insured events Emergency work where one or more of the following has occurred in the property:- Section 1 - Plumbing and Drainage What is covered 1 Damage to or failure of the plumbing and drainage system where internal flooding or water damage is a likely consequence. 2 Blocked toilet. 3 Blocked external drains within the boundaries of the property where this can be resolved by jetting. What is not covered The replacement of water tanks, cylinders, and central heating radiators; external WC s; external pipes, taps and overflows not causing internal water damage. Blocked toilets where this has been caused as a consequence of wilful misuse. All public sewers, drains and pipe work which are maintained by local utilities or service undertakings. Descaling and any work arising from hard water scale deposits. Dripping taps or systems where water is safely escaping down a drain or the failure of waste disposal units. External overflows unless internal damage is a likely consequence or the leakage of water from swimming pool or hot tubs. The repair of domestic appliances that are leaking water, other than from external fixed pipe work.

47 46 Section 2 - Internal Electricity, Gas and Water Supplies What is covered 1 Electricity failure of at least one complete circuit. 2 Gas leak. 3 Water supply system failure. What is not covered 1 Repair work to or the cost of replacing lead pipework. 2 The interruption or disconnection of public services to the property however caused, or the failure, breakdown or interruption of the mains electricity or water or gas supply system. 3 External lighting including security, garages and outbuildings and the replacement or adjustment of any light bulbs. 4 Electricity supply to burglar/fire alarm systems, CCTV surveillance, or to swimming pools, the plumbing and filtration system for swimming pools and any leisure equipment. 5 Descaling and any work arising from hard water scale deposits. 6 Photovoltaic systems. Section 3 - Security What is covered 1 External window failure or damage. 2 External lock failure or damage 3 External door failure or damage Section 4 Lost Key What is covered 1 Loss of the only available key to the property which cannot be replaced and normal access cannot be obtained. What is not covered 1 Internal locks, doors, glass, external garages or outbuildings. 2 Any damage caused by the contractor in gaining access to the property. 3 Window locks. 4 Doors subject to swelling. What is not covered 1 The loss of keys to internal doors, garages and outbuildings. 2 Any damage caused by the contractor in gaining access to the property.

48 47 Section 5 - Primary Heating System What is covered 1 The primary heating system has broken down completely. 2 A contribution towards the cost of purchase or hire by the insured person (upon production of an original receipt for payment) of alternative heating sources where these are deemed necessary given the temperatures in the event that the primary heating system has failed completely and it is not possible to reinstate the heating within a 6 hour period. What is not covered 1 Boilers that are over 15 years old or over 238,000 btu net input (70 Kilowatt). 2 Lighting of boilers or the correct operation or routine adjustment of time or temperature controls. 3 Any form of solar heating systems. 4 Power flushing or descaling. 5 The replacement of water tanks, cylinders, and central heating radiators. Section 6 - Pest Infestation What is covered 1 Wasp nests. 2 Hornet nests. 3 House mice. 4 Field mice. 5 Rats. 6 Cockroaches. What is not covered Where the infestation is not directly affecting the living areas of the property. Section 7 - Roofing What is covered Sudden and unforeseen damage to the roof of the property. What is not covered Damage to flat roofs over 10 years of age. Section 8 - Overnight Accommodation What is covered What is not covered Overnight accommodation (where first agreed by us and upon production of an official receipt) where it has not been possible to resolve the emergency following emergency work carried out by the contractor and the property is rendered uninhabitable. Section 9 Cooking System What is covered What is not covered The only permanently installed cooking system has broken down completely.

49 48 Home Emergency exclusions We shall not be liable for costs arising from or in connection with:- 1 circumstances known to you prior to the commencement date of this insurance; 2 any claim which has not been accepted under this policy; 3 any system, equipment including boilers or facility, which has not been properly installed or maintained in accordance with the manufacturer s instructions, or it has been incorrectly used or modified, or has been tampered with, or which is faulty or inadequate as a result of any inherent or recurring manufacture or design defect; 4 replacement or adjustment to any decorative or cosmetic part of any equipment; 5 garages, out-buildings, leisure equipment, cesspits, septic tanks or fuel tanks; 6 wilful act or omission or lack of maintenance or neglect by you; 7 claims in the 7 days immediately following your first occupation of the property, or claims in the 7 days immediately following your reoccupation of the property relating to properties where there has been no authorised person residing for 30 consecutive days or more; 8 materials or labour charges covered by manufacturers, suppliers or installers guarantee or warranty; 9 any other costs or damage that are indirectly caused by the event that led to your claim, unless specifically stated in this policy; 10 claims arising within the 48 hours from the date of commencement of this insurance unless you held equivalent insurance immediately prior to the commencement of this policy; 11 any consequences of riot, strike, lock-out, civil commotion, labour disturbances, war, terrorism, invasion, act of foreign enemy, hostilities (whether war be declared or not), civil war, rebellion, revolution, insurrection or military or usurped power; 12 a) loss or damage to any property, or any resulting loss or expense; b) any claims directly or indirectly caused by, or contributed to, by, or arising from:- i) ionising radiations or contamination by radioactivity from any nuclear fuel or from any nuclear waste from the combustion of nuclear fuel; ii) the radioactive, toxic, explosive or other hazardous properties of any nuclear assembly or nuclear component of such assembly; iii) pollution or contamination of any kind whatsoever; 13 any permanent repair costs which exceed those that would be incurred in carrying out a temporary resolution or repair.

50 49 Home Emergency conditions Alteration of Risk You must notify Littlewoods Home Insurance as soon as possible if there are changes that may affect this insurance, for example:- You change your home address Your home detailed within the schedule is no longer your main residence (e.g. it is now used as a second home, a holiday home or a let property). We will then reassess your cover and premium. If you do not notify us about any of these changes we may:- 1 have charged you the incorrect premium and or applied an incorrect cover; 2 decline your claim; or 3 declare this policy void. Observance Our liability to make any payment under this policy will be conditional on you complying with the terms and conditions of this Home Emergency insurance. Recovery of Costs We may take proceedings at our own expense in your name to recover any sums paid under this insurance from liable third parties. Fraud We have the right to refuse to pay a claim or to void this insurance in its entirety if you make a claim which is in any respect false or fraudulent or exaggerated. Data Protection Act 1998 The data supplied by you will only be used for the purposes of processing your policy of insurance, including underwriting, administration and handling any claim which may arise. The data supplied will not be passed to any other parties other than those which we have mentioned herein. You are entitled upon the payment of an administration fee to inspect the personal data which we are holding about you. If you wish to make such an inspection, you should contact Legal Insurance Management Ltd, 1 Hagley Court North, The Waterfront, Brierley Hill, West Midlands DY5 1XF. We may respond to enquiries by the Police concerning your policy in the normal course of their investigations. Where it is necessary to administer your policy effectively, to protect your interests, or for fraud prevention and detection purposes, we may disclose data you have supplied to other third parties such as solicitors, other insurers, law enforcement agencies, etc.

51 50 Contracts (Rights of Third Parties) Act 1999 Unless expressly stated nothing in this insurance contract will create rights pursuant to the Contracts (Rights of Third Parties) Act 1999 in favour of anyone other than the parties to the insurance contract. Notices Any letter or notice concerning this insurance will be properly issued if it is sent to the last known address of the person intended to receive it. Due Care You must take due care to maintain the Property and its equipment in good order and take all necessary precautions to prevent loss, damage or the unnecessary accrual of costs. Where a temporary resolution or repair has been carried out, the onus will be upon you to carry out repairs or work to permanently resolve the reason for the emergency occurring. Should you fail to carry out the permanent repair a contractor will not be appointed to undertake any further emergency work. Cancellation We hope you are happy with the cover this Home Emergency policy provides. However, if after reading this policy, this insurance does not meet with your requirements, please return it to your agent within 14 days of receipt and we will refund your premium provided you have not submitted a claim. The insurer shall not be bound to accept renewal of any insurance and may at any time cancel any insurance document by sending 14 days notice to the policyholder at their last known address. In such circumstances, we will return the unexpired portion of the premium for the period of cover. You may cancel the cover at any time but will not be entitled to the return of any of the premium other than within the first 14 days following issue of the policy. We reserve the right to cancel your policy based on evidence of service abuse. Claims Helpline Service All potential claims must be reported initially to the Claims Helpline Service for advice and support. Emergency Claims Helpline Number: We will not accept responsibility if the Helpline services fail for reasons beyond our control. Law This policy shall be governed by and construed in accordance with the Law of England and Wales unless the insured person s habitual residence (in the case of an individual) or central administration and/or place of establishment is located in Scotland in which case the law of Scotland shall apply. Compensation Scheme The insurer detailed within the schedule is covered by the Financial Services Compensation Scheme (FSCS). You may be entitled to compensation from the scheme, if it cannot meet its 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

52 How to arrange assistance and make a Home Emergency claim 51 1 Telephone the Home Emergency Claims Helpline Service and provide details of the problem. 2 To ensure an accurate record your telephone conversation may be recorded. 3 All requests for assistance must be made to the Claims Helpline Service and not to the contractors direct otherwise the work will not be covered. 4 The Home Emergency Claims Helpline will obtain a suitable contractor provided that the emergency work is not precluded by adverse weather conditions, industrial disputes (official or otherwise), failure of the public transport system, including the road and railway network and repairs thereto, and any other circumstances preventing access to the property or otherwise making the provision of the emergency work impossible. 5 The Home Emergency Claims Helpline and the contractor will use their discretion as to when and how the emergency work is undertaken. 6 You must ensure that whilst the contractor is at the property an appropriate person to authorise any work is also present. 7 Major emergencies which could result in serious damage or damage to life or limb should be immediately advised to the supply company and/or the public emergency services. Gas leaks must be immediately notified to the local gas company. 8 The contractor will charge the cost of all emergency work covered by the insurance directly to us. 9 You will be asked to pay the cost of:- a) call-out charges if there is no one at the property when the contractor arrives or where no cover is operative under this policy. b) all charges in excess of the claim limits. c) any additional costs incurred at your request in fitting replacement parts or components of a superior specification to the original. 10 There may be times when replacement parts are unavailable, delayed or are no longer available because of circumstances beyond our control. In the event of this occurring we will ensure that your property is safe and if required the contractor will provide you with a quotation for a suitable repair. 11 Where it is not possible to validate your claim at the time of initial notification, you may be required to leave either credit or debit card details which may be debited in the event that the cost of the call-out and any subsequent repairs are not covered by this insurance.

53 52 Optional cover Family Legal Protection This part of your policy sets out the cover we provide for Family Legal Protection, unless your schedule states No cover. This section of your policy is underwritten by UK General Insurance Limited on behalf of Ageas Insurance Limited. Important notice regarding the operation of this policy. Failure to comply with these terms could mean that we decline to pay your claim. All potential legal expenses claims must initially be reported to our appropriate Legal Claims Notification & Advice Helplines detailed below:- Legal Claims Notification & Advice Helpline (Operates 24 hours a day, 365 days a year) This Helpline Service is only in respect of legal issues and cannot assist with any other insurance matter. Tax Claims Notification Helpline Service Tax Advice Helpline Service Identity Theft Claims Notification & Advice Helpline Service (Operates between the hours of 09:00 17:00 Monday to Friday excluding Bank Holidays) This Helpline Service is only in respect of tax or identity theft issues and cannot assist with any other insurance matter. Outside of these hours you should visit where you will be able to understand what action you should immediately take, useful contact points and register a claim with us. This is a policy where you must notify us during the period of insurance and within 30 days of any circumstances which may give rise to any claim under this Family Legal Protection policy. Failure to do so could mean that we decline to pay a claim for your legal expenses. If you can convince us that there are reasonable prospects of being successful in your claim and that it is necessary for legal expenses to be paid we will:- - take over the claim on your behalf; - appoint a specialist of our choice to act on your behalf. We may limit the legal expenses that we pay under the policy where:- 1 we consider it is unlikely a sensible settlement of your claim will be obtained; or 2 there is insufficient prospects of obtaining recovery of any sums claimed; or 3 the potential settlement amount of your claim is disproportionate compared with the time and expense incurred in pursuing or defending your claim. This is a 'Claims Made' policy. It only covers claims notified to us during the period of insurance and within 30 days of any circumstance which may give rise to any claim. Failure to do so could lead us to decline that claim.

54 53 Family Legal Protection policy definitions The words or expressions detailed below have the following meaning wherever they appear printed in bold type in this policy. Agent Direct Group Limited. Aspect Enquiry An enquiry where the Inspector of Taxes enquires into one or more aspects of the selfassessment tax return which may involve clarification of particular entries to detailed consideration of whether those entries have been treated correctly for tax purposes. It may involve a check on the records upon which the particular entries were based. Authorised Professional A solicitor, counsel, claims handler or mediator, accountant, firm of accountants or other appropriately qualified person appointed and approved by us under the terms and conditions of this policy to represent your or an insured person's interests. Claim Limits The amount we will pay in respect of any one claim and the total amount payable within any one period of insurance as specified within the schedule. Court A court, tribunal or other competent authority. Credit Reference Agency Equifax, Experian, and Call Credit. Event The initial event, act or omission which sets off a natural and continuous sequence of events that subsequently gives rise to a claim for legal expenses and/or payment of a benefit under this policy. Home The house or flat at the address shown on your schedule, used for domestic and clerical business purposes only, which is your main residence. Identity Theft The misappropriation of the identity of another person without their knowledge or consent. These identity details are then used to obtain goods, services or to commit criminal activities in that person s name. Indirect Losses Losses or damage which is not directly associated with the incident that caused you to claim, unless expressly stated in this policy.

55 54 Insured Person a The policyholder named in the schedule. b The policyholder s husband, wife, civil partner or partner who lives at the same address. This does not include any business partners or associates. c The policyholder's children and parents, normally resident in the home. Insurer UK General Insurance Limited on behalf of Ageas Insurance Limited. UK General Insurance Limited is authorised and regulated by the Financial Conduct Authority. The insurer described within the schedule 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 the Financial Conduct Authority on or by [email protected]. UK General Insurance Limited registration number is Legal Expenses Legal and accountancy fees and costs including disbursements properly incurred by the authorised professional, with our prior written authority including costs incurred by another party for which you are made liable by Court Order, or may pay with our consent in pursuit of a civil claim in the territorial limits arising from an insured event. Legal expenses will include VAT where it cannot be recovered. Legal Proceedings When formal legal proceedings are issued against an opponent in a Court of Law. Payment Card Bank, charge, cheque, credit, debit, and cash dispenser cards. Period of Insurance The period of Insurance shown in the schedule. Policyholder, You, Your The person who has paid the premium and is named in the schedule as the policyholder. Standard Legal Expenses The level of legal expenses that would normally be incurred by us in using a nominated authorised professional of our choice. Territorial Limits The United Kingdom (meaning England, Scotland, Northern Ireland, Wales). Time of Occurrence Civil Cases - when the event occurred or commenced whichever is the earlier. Criminal Cases - when you or an insured person commenced or is alleged to have commenced to violate the criminal law in question. We, Us, Our The insurer and/or Legal Insurance Management Limited or the authorised professional. Legal Insurance Management Limited is authorised and regulated by the Financial Conduct Authority under registration number This can be checked on the Financial Services Register at or by contacting the Financial Conduct Authority on or [email protected].

56 55 Family Legal Protection cover We will pay your claim in accordance with our standard legal expenses and where requested by you any other insured person up to the claim limit subject to the terms, conditions and exclusions of this policy, against legal expenses arising from an insured event within the territorial limits where you notify us during the period of insurance and within 30 days of the time of occurrence of the event.

57 56 Family Legal Protection insured events Section 1 - Personal Injury What is covered Pursuing a civil claim for damages in respect of death of or bodily injury to an insured person caused by negligence. What is not covered Excluding:- 1 any claim involving medical or clinical negligence, or pharmaceutical or any related claims (including but not limited to tobacco products); 2 any claim arising from a stress or psychological related condition; 3 any claim relating to the extended use of artificial tanning equipment; 4 a claim falling within the jurisdiction of a small claims court.

58 Section 2 Consumer disputes What is covered Pursuing or defending claims arising out of a contract entered into by or on behalf of an insured person for:- 1 obtaining services; 2 the purchase, hire, hire purchase or sale of any personal goods. Claims within Small Claims Court Limits The payment of appropriate experts and court fees together with assistance provided by our own in-house legal advisors to construct your case provided that the value of the goods or services in dispute or the total instalments due at the time of making the claim is greater than 100. Claims above Small Claims Court Limits The payment of legal expenses incurred by the authorised professional appointed by us. What is not covered Excluding: any contract entered into by an insured person in connection with a profession, business or trade other than for their contract for full-time employment, but only if employment disputes are covered by this policy; 2 any contract where the dispute arises within the first 90 days of the first period of insurance unless you can provide evidence that you had equivalent cover immediately prior to the original inception of this policy 3 any contract under which a sum of money was due and payable more than 180 days before the claim was reported; 4 any contract relating to any work carried out, in, on or for the benefit of land or buildings other than the home; 5 any contract of insurance in so far as the dispute is solely in respect of the sum of money or other compensation payable under such contract; 6 any claims relating to the planning, erection, alteration, construction, conversion, extension of buildings or parts of buildings; 7 any dispute with local or government authorities.

59 58 Section 3 - Home Rights What is covered The pursuit of civil claims: - 1 loss or damage to:- a) goods in the home owned by or for which an insured person is responsible; or b) the home; 2 an alleged infringement of rights appertaining to the home including but not limited to boundary disputes and trespassing. What is not covered Excluding: - 1 any claims relating to the planning, erection, alteration, construction, conversion, extension of buildings or parts of buildings; 2 disputes with local or government authorities; 3 disputes involving leased or rented property, or in respect of or arising out of any tenancy agreement; 4 compulsory purchase, confiscation, nationalisation, requisition or destruction of or restrictions or controls placed on, or damage to, any property; 5 actual, planned or proposed construction, closure, adoption or repair of roads or bridges, or the actual, planned or proposed construction, demolition or adaptation of buildings, housing or other works; 6 a dispute arising within the first 90 days of the first period of insurance unless you can provide evidence that you had equivalent cover immediately prior to the original inception of this policy without a break in the period of cover; 7 claims relating to material damage covered by another relevant insurance policy; 8 mining subsidence.

60 Section 4 Taxation What is covered Legal expenses arising from or relating to an aspect enquiry or an in-depth HM Revenue & Customs investigation of an insured person's personal tax affairs. Section 5 - Employment What is covered A dispute with an insured person's employer for compensation or reinstatement or reengagement on the grounds of unfair dismissal or unfair selection for redundancy. What is not covered Excluding legal expenses arising:- 1 Aspect enquiries less than 100; 2 where the investigation or enquiry had commenced before the first period of insurance or the insured person should have realised that a claim might occur; 3 from investigation or enquiry by or transfer to the Special Compliance Office; 4 as a result of a false or misleading statement or representation to the HM Revenue & Customs; 5 from deficiencies in books, records, accounts or returns including the costs of repairing a return; 6 from any claim involving criminal proceedings, alleged fraudulent evasion of tax, misstatement with the intent to deceive, tax avoidance schemes; What is not covered Excluding: - situations where the dispute arises within the first 90 days of the first period of insurance unless you can provide evidence that you had equivalent cover immediately prior to the original inception of this policy without a break in. 59

61 Section 6 - Criminal Prosecution Defence What is covered Police Station Representation Legal expenses incurred in representing an insured person at a Police Station where they are being interviewed under caution in relation to an alleged criminal act. Magistrates Court Representation Legal expenses incurred in representing an insured person at a Magistrates Court. Crown Court Representation A sum equal to any assessed income based contribution payable by the insured person towards legal expenses incurred under the Crown Court Means Testing scheme. What is not covered Excluding: - 1 the defence of any offence of deliberate and wilful criminal acts or omissions; 2 any matter where the authorised professional assesses that reasonable prospects of success do not exist; 3 any offence relating to a motor bike / vehicle; 4 Legal expenses required to be paid by an insured person in excess of the preconviction assessed income based contribution under the Crown Court Means Testing scheme following conviction; 5 assessed income based contributions payable by the insured person towards legal expenses incurred under the Crown Court Means Testing scheme which exceed the claim limit; 6 any legal expenses where the insured person fails to: a apply for a Representation Order under the Crown Court Means Testing scheme; b submit any required information under the Crown Court Means Testing scheme; c comply with the terms of the Representation Order; d use a representative that can act under the terms of a Representation Order under the Crown Court Means Testing Scheme; 7 the defence of any action, enforcement, or recovery of sums payable against an insured person under the terms of or for a breach of the terms and conditions of a Representation Order under the Crown Court Means Testing scheme. 60

62 61 Section 7 Education (Claim Limit 5,000) What is covered Appealing against the decision of a Local Education Authority (LEA) arising out of the LEA s failure to comply with its published admission policy, resulting in the refusal to accept the insured person s child or children at the state school of their preference, subject to a claim limit of 5,000 any one claim. What is not covered Excluding claims:- 1 arising where acceptance at the school involves examinations or other selection criteria; 2 involving schools which are not state schools falling under the LEA s jurisdiction or where responsibility for the allocation of a place(s) within the school does not rest with the LEA; 3 arising prior to the submission of an application to the school or LEA; 4 arising where the LEA s refusal occurred within the first 3 months of the first period of insurance unless you held equivalent insurance immediately prior to the commencement of this policy; 5 where the procedure for appealing against the decision to refuse a place at the school has not been followed; 6 where the child has been expelled, suspended or permanently excluded from another school; 7 for children under 5 years other than for admission disputes arising where entry shall be in the academic year prior to their 5th birthday. Section 8 - Probate What is covered The pursuit of claims by the insured person in respect of a probate dispute involving the will of the insured person s parents, grandparents, children, step-children or adopted children. What is not covered Excluding:- any dispute or costs where a will has not been previously made, concluded or cannot be traced (Intestate). Section 9 - Jury Service Expenses What is covered The actual loss of the salary or wages of an insured person for the time off work to attend a court for Jury Service provided the amount paid under this section shall not exceed 100 per person per day and up to a maximum of 1,000 per claim and that such salary or wages are not recoverable from the relevant court. What is not covered Excluding:- the first 5 days of such service.

63 Section 10 - Identity Theft What is covered Following an event of Identity Theft: 1 necessary legal expenses and ancillary costs incurred: a to defend a claim from a financial institution, merchants or their collection agencies; b for the removal of any criminal or civil judgments wrongly entered against the insured person; c challenging the accuracy or completeness of any information in a credit reference agency report; and d to create documents needed to prove the insured person s innocence in terms of any financial irregularities committed unlawfully; 2 postal and phone costs the insured person has to pay in dealing with financial institutions, the Police and credit reference agencies to report or discuss an actual identity theft; 3 fees charged for reapplying for a loan which has been rejected due to the original application being rejected solely because the lender received incorrect credit information; 4 the insured person s loss of earnings as a result of time away from work to go and see the Police, financial institutions or credit reference agencies to report or discuss an actual identity theft. The events above must be as a result of an actual identity theft. What is not covered Excluding:- 1 any identity theft connected with your business, profession, or occupation; 2 any legal action where the insured person does not have a reasonable prospect of success; 3 any costs, expenses or losses incurred due to any fraudulent, dishonest or criminal act by an insured person, or any other person acting in collusion with an insured person; 4 any indirect losses other than as identified above. 62

64 63 Identity Theft Claims Conditions Please read the following carefully to comply with the conditions of this section. If an insured person discovers their identity has been stolen either from the first fraudulent transaction identified or any physical or electronic record with any financial institutions, the insured person must: 1 contact the Identity Theft Claims Notification and Advice Helpline on ; 2 make sure that they have their address history for the last 6 years; 3 file a Police report within 12 hours of discovering the identity theft; 4 let their financial institutions, payment card company(ies) and all other accounts know of the identity theft within 12 hours of discovering the identity theft; 5 fill out and return any claim forms including an authorisation for us to obtain records and other necessary information, if these are applicable 6 send us proof from their employer that they took unpaid days off if they wish to make a claim for lost wages and provide evidence to show that it was necessary; 7 immediately send us copies of any demand notices, summonses, complaints, or legal papers received in connection with a loss suffered; 8 take all necessary action to prevent further damage to their identity. Identity Theft Claims Process The insured person must contact the Identity Theft Claims Notification and Advice Helpline on quoting the policy number before they pay or agree to pay any costs. Failure to do so may lead us to decline the claim. We will give the insured person a dedicated claims handler who will assist them in identifying the extent of their problem. They will offer assistance in the preparation of documentation to ensure the problem and any potential losses are minimised. The service will give the insured person access by phone to repair their credit file or files following an identity theft. We will personalise documents on the insured person s behalf and post these to them for signing and sending on to the relevant organisations.

65 64 Family Legal Protection general policy exclusions This insurance does not cover: 1 Legal expenses incurred:- a in respect of any event where the time of occurrence commenced prior to the commencement of the insurance; b where the insured person should have realised when purchasing this insurance that a claim under this insurance might occur; c before our written acceptance of a claim; d before our approval or beyond those for which we have given our approval; e where you fail to give proper instructions in due time to us or to the authorised professional; f where you are responsible for anything which in our opinion prejudices your case; g if you withdraw instructions from the authorised professional, fail to respond to the authorised professional, withdraw from the legal proceedings or the authorised professional refuses to continue to act for you; h where you decide that you no longer wish to pursue your claim as a result of disinclination. All costs incurred up until this stage will become your responsibility; i in respect of the amount in excess of our standard legal expenses where you have elected to use an authorised professional of your own choice; 2 the pursuit continued pursuit or defence of any claim if we consider it is unlikely a sensible settlement will be obtained or where the likely settlement amount is disproportionate compared with the time and expense incurred; 3 claims which are conducted by you in a manner different from the advice or proper instructions of us or the authorised professional; 4 appeals unless you notify us in writing of your wish to appeal at least 6 working days before the deadline for giving notice of appeal expires and we consider the appeal to have reasonable prospects of success; 5 any legal expenses and expenses that could have been recovered under any other insurance except beyond the amount which would be payable under such insurance had this policy not been effected; 6 damages, fines or other penalties you are ordered to pay by a court, tribunal or arbitrator; 7 claims arising from an event arising from your deliberate act, omission or misrepresentation; 8 claims arising from:- a ionising, radiations or contamination by radioactivity from irradiated nuclear fuel or from any nuclear waste from the combustion of nuclear fuel; b any radioactive, toxic, explosive or other hazardous properties of any nuclear assembly or component thereof; c war, terrorism or any like or any associated risk; d seepage, pollution or contamination of any kind; e pressure waves caused by aircraft or other aerial devices; 9 any dispute relating to written or verbal remarks which damage your reputation;

66 65 10 Legal expenses arising directly or indirectly from computer software except operating systems and packaged software that have not been tailored by the supplier to your own requirements; 11 Legal proceedings outside the territorial limits and proceedings in constitutional international or supranational courts or tribunals including the European Court of Justice and the Commission and Court of Human Rights; 12 a dispute which relates to any compensation or amount payable under a contract of insurance; 13 a dispute with us not dealt with under the Arbitration condition; 14 any dispute relating to patents, copyrights, trade or service marks, registered designs, passing off intellectual property trade secrets or confidential information; 15 an application for judicial review; 16 any legal expenses incurred in defending or pursuing new areas of law or test cases; 17 any claim directly or indirectly arising from an allegation of mis-selling or mismanagement of financial services or products; 18 any matter in respect of which an insured person is entitled to Legal Aid where our liability shall be limited to the sum equal to any assessed income based contribution payable by the insured person towards legal expenses incurred under the Crown Court Means Testing scheme where this applies; 19 any legal expenses relating to your alleged dishonesty or deliberate and wilful criminal acts or omissions other than as insured under insured event Criminal Prosecution Defence; 20 any dispute or prosecution involving a motor vehicle unless the dispute relates to a personal injury claim; 21 any claim involving medical or clinical negligence or pharmaceutical or any related claims (including but not limited to tobacco products). 22 any claim arising from a stress or psychological related condition; 23 disputes between an insured person and their family or a matrimonial or cohabitation dispute except in so far as any claim relates to a dispute with an insured person s professional advisor; 24 a claim falling within the jurisdiction of a small claims court (other than as detailed within Insured Events Consumer Disputes); 25 any matter arising from or relating to any business or trading activity or venture for gain undertaken by an insured person including but not limited to any personal guarantee and investment in unlisted companies; 26 Legal proceedings between an insured person and a central or local government authority:- a unless an insured person has suffered or could suffer pecuniary loss if the legal proceedings are not pursued or defended; or b concerning the imposition of statutory charges.

67 66 Family Legal Protection policy conditions Alteration of Risk You must notify Littlewoods Home Insurance as soon as possible if there are changes that may affect this insurance, for example:- You change your home address Your home detailed within the schedule is no longer your main residence (e.g. it is now used as a second home, a holiday home or a let property). We will then reassess your cover and premium. If you do not notify us about any of these changes we may:- 1 have charged you the incorrect premium and or applied an incorrect cover; 2 decline your claim; or 3 declare this policy void. Observance Our liability to make any payment under this policy will be conditional on you complying with the terms and conditions of this insurance. Claims You must tell us in writing within 30 days about any matter, which could result in a claim being made under this policy, and must obtain in writing our consent to incur legal expenses. We will not enter into dialogue or correspond with anyone other than you (or with your agreement an insured person) or your or the insured person s personal representative (following death or serious incapacity) in relation to the notification and subsequent handling of a claim. Claims continued We will give such consent if you can satisfy us that there are reasonable prospects of success in pursuing or defending your claim and that it is necessary for legal expenses to be paid. We may require (at our discretion) you at your expense to obtain the opinion of an expert or counsel on the merits of a claim or continued merits of a claim or legal proceedings. If we subsequently agree to accept or continue with the claim, the costs of such opinion will be covered. If after receiving a claim or during the course of a claim we decide that:- 1 Your prospects of success are insufficient; 2 It would be better for you to take a different course of action; 3 We cannot agree to the claim. We will write to you giving our reasons and we will not then be bound to pay any further legal expenses for this claim. We may limit any legal expenses that we will pay under the policy in the pursuit, continued pursuit or defence of any claim:- 1 If we consider it is unlikely a sensible settlement will be obtained; or 2 where the likely settlement amount is disproportionate to the time and expense necessary to achieve a settlement; or 3 where there are insufficient prospects of obtaining recovery of any sums claimed.

68 67 Claims - continued Alternatively where it may cost us more to handle a claim than the amount in dispute we may at our option pay to you the amount in dispute which shall be deemed to represent full and final settlement under this policy providing that all the terms and conditions of this policy have been complied with. In the event that you make a claim under this policy which you subsequently discontinue due to your own disinclination to proceed, any legal costs incurred to date will become your own responsibility and will be required to be repaid to the insurer. Representation We will take over and conduct in your name the prosecution, pursuit, defence or settlement of any claim. The authorised professional nominated and appointed by us will act on your behalf and you must accept our nomination. If legal proceedings have been agreed by us, you may nominate your own authorised professional whose name and address you must submit to us. In selecting your authorised professional you shall have regard to the common law duty to minimise the cost for your claim. Any dispute arising from this shall be referred to Arbitration in accordance with the Family Legal Protection Policy Conditions. Where you have elected to use your own nominated authorised professional you will be responsible for any legal expenses in excess of our standard legal expenses. Conduct of Claim 1 You shall at all times co-operate with us and give to us and the authorised professional evidence, documents and information of all material developments and shall attend upon the authorised professional when so requested at your own expense. 2 We shall have direct access at all times to and shall be entitled to obtain from the authorised professional any information, form, report, copy of documents, advice computation, account or correspondence relating to the matter whether or not privileged, and you shall give any instructions to the authorised professional which may be required for this purpose. You or your authorised professional shall notify us immediately in writing of any offer or payment into court made with a view to settlement and you must secure our written agreement before accepting or declining any such offer. 3 We will not be bound by any promise or undertaking given by you to the authorised professional or by either of you to any court, witness, expert or agent or other person without our agreement. Recovery of Costs You should take all steps to recover costs, charges, fees or expenses. If another person is ordered, or agrees, to pay you all or any costs, charges, fees, expenses or compensation you will do everything possible (subject to our directions) to recover the money and hold it on our behalf. If payment is made by instalments these will be paid to us until we have recovered the total amount that the other person was ordered, or agreed to pay by way of costs, charges or fees.

69 68 Fraud We have the right to refuse to pay a claim or to void this insurance in its entirety if you make a claim which is in any respect false or fraudulent. Data Protection Act 1998 The data supplied by you will only be used for the purposes of processing your policy of insurance, including underwriting, administration and handling any claim which may arise. The data supplied will not be passed to any other parties other than those which we have mentioned herein. You are entitled upon the payment of an administration fee to inspect the personal data which we are holding about you. If you wish to make such an inspection, you should contact Legal Insurance Management Ltd, 1 Hagley Court North, The Waterfront, Brierley Hill, West Midlands DY5 1XF. We may respond to enquiries by the Police concerning your policy in the normal course of their investigations. Where it is necessary to administer your policy effectively or to protect your interests or for fraud prevention and detection purposes, we may disclose data you have supplied to other third parties such as solicitors, other insurers, law enforcement agencies, etc. Due Care You must take due care to prevent incidents that may give rise to a claim and to minimise the amount payable by us. Cancellation 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 contact your insurance provider within 14 days of receipt and we will refund your premium provided you have not submitted a claim. The insurer shall not be bound to accept renewal of any insurance and may at any time cancel any insurance document by sending 14 days notice to the policyholder at their last known address. Provided the premium has been paid in full the policyholder shall be entitled to a proportionate rebate of premium in respect of the unexpired period showing on the insurance. A charge may be imposed based upon the usage of any Helpline Service during this period. Acts of Parliament Any reference to Act of Parliament within this policy shall include an amending or replacing Act and shall also include where applicable equivalent legislation in Scotland, Northern Ireland and under European Law where applied in the United Kingdom. Arbitration Any dispute between you and us, which is not solved by the policy, will be governed by the laws of England and Wales and shall be referred to a single arbitrator who shall either be a solicitor or barrister on whom we both agree. If we cannot agree, one will be nominated by the Law Society. Where appropriate the dispute will be resolved on the basis of written submissions. The costs of resolving the dispute will be met in full by the party against whom the decision is made. If the decision is not clearly made against either party, the arbitrator shall have the power to apportion costs.

70 69 Contracts (Rights of Third Parties) Act 1999 Unless expressly stated nothing in this insurance contract will create rights pursuant to the Contracts (Rights of Third Parties) Act 1999 in favour of anyone other than the parties to the insurance contract. Notices Any letter or notice concerning this insurance will be properly issued if it is sent to the last known address of the person intended to receive it. Claims Notification and Advice Helpline Service The Legal Advice Helpline provides advice on any legal problem affecting the policyholder. All potential Family Legal Protection claims must be reported initially to the Claims Notification and Advice Helpline for advice and support or via the website. Law This policy shall be governed by and construed in accordance with the Law of England and Wales unless the policyholder s habitual residence (in the case of an individual) or central administration and/or place of establishment is located in Scotland in which case the law of Scotland shall apply. Compensation Scheme The insurer detailed within the schedule is covered by the Financial Services Compensation Scheme (FSCS). You may be entitled to compensation from the scheme, if it cannot meet its 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 Legal Claims Notification & Advice Helpline Service Number Tax Claims Notification Service Tax Advice Helpline Service Identity Theft Claims Notification & Advice Helpline Service Identity Theft Website We will not accept responsibility if the Claims Notification and Advice Helpline Services fail for reasons beyond our control.

71 70 How we use your Information Please read the following carefully as it contains important information relating to the details that you have given us. You should show this notice to any other party related to this insurance. Littlewoods Home Insurance is sold and administered by Direct Group Limited and is underwritten by Royal Sun Alliance Insurance plc. Littlewoods is a registered trademark and is used under license by Shop Direct Home Shopping Limited and Shop Direct Finance Company Limited. Shop Direct Finance Company Limited acts an introducer of Littlewoods Home Insurance. For the purpose of the Data Protection Act 1998 (the Act ), the data controller is Direct Group Limited, Quay Point, Lakeside Boulevard, Doncaster, DN4 5PL. Registered in England & Wales No Royal & Sun Alliance Insurance plc, is a member of the RSA Group of companies (the Group). In this information statement, we us and our refers to the Group unless otherwise stated. Home Emergency and Family Legal Protection Cover Home Emergency and Family Legal Protection additional cover is provided by UK General Insurance Limited on behalf of Ageas Insurance Limited and claims are administered by Legal Insurance Management Ltd How your information will be used and who we share it with Your information comprises of all the details we hold about you and your transactions and includes information obtained from third parties. If you contact us electronically, we may collect your electronic information identifier e.g. Internet Protocol (IP) address or telephone number supplied by your service provider. We may use and share your information with other members of the Group to help us and them: Prevent and detect crime; Develop our services, systems and relationships with you; Assess financial and insurance risks; Recover debt; Understand our customers requirements; Develop and test products and services. We do not disclose your information to anyone outside the Group except: Where we have your permission; or Where we are required or permitted to do so by law; or To credit reference and fraud prevention agencies and other companies that provide a service to us, our partners or you; or Where we may transfer rights and obligations under this agreement.

72 71 How your information will be used and who we share it with continued We may transfer your information to other countries on the basis that anyone we pass it to, provides an adequate level of protection. In such cases, the Group will ensure it is kept securely and used only for the purpose for which you provided it. Details of the companies and countries involved can be provided on request. From time to time we may change the way we use your information. Where we believe you may not reasonably expect such a change we shall write to you. If you do not object, you will consent to that change. We will not keep your information for longer than is necessary. Sensitive Information Some of the information we ask you for may be sensitive personal data, as defined by the Data Protection Act 1998 (such as information about criminal convictions). We will not use such sensitive personal data About you or others except for the specific purpose for which you provide it and to carry out the services described in your policy documents. Please ensure that you only provide us with sensitive information about other people with their agreement. Fraud prevention agencies If false or inaccurate information is provided and fraud is identified or suspected, details may be passed to fraud prevention agencies. Law enforcement agencies may access and use this information. We and other organisations may also access and use this information to prevent fraud and money laundering, for example when: Checking details on applications for credit and credit related or other facilities; Recovering debt; Checking details on proposals and claims for all types of insurance; Checking details of job applicants and employees. Please contact the Data Protection Liaison Officer if you want to receive details of the relevant fraud prevention agencies. We and other organisations may access and use from other countries the information recorded by fraud prevention agencies. Claims History Insurers pass information to the Claims and Underwriting Exchange Register (CUE) run by Insurance Database Services Ltd (IDS Ltd). Under the conditions of your policy, you must tell us about any incident (such as a fire, water damage, theft or an accident) which may or may not give rise to a claim. When you tell us about an incident, we will pass information relating to it to the registers. How to contact us On payment of a small fee, you are entitled to receive a copy of the information we hold about you. If you have any questions, or you would like to find out more about this notice you can write to: Data Protection Liaison Officer, Customer Relations Direct Group Limited, Quay Point, Lakeside Boulevard, Doncaster, DN4 5PL.

73 Important numbers 72 Customer Service Helpline Home Insurance Claims Helpline Home Emergency Claims Helpline Family Legal Protection Claims Helpline V1 06/06/2014