HOUSEHOLDERS INSURANCE ARRANGED BY Newcastle City Council. Home Insurance Policy Wording

Transcription

1 HOUSEHOLDERS INSURANCE ARRANGED BY Newcastle City Council Home Insurance Policy Wording

2 The insurance policy This booklet explains the insurance cover for Your Home. This booklet together with the Annual cover notification issued to You by Newcastle City Council is a legally binding contract of insurance between You and Us. It is important that You read the documents fully. This policy wording replaces all earlier versions of our policy wording please keep it in a safe place. Our part of the insurance contract is that We will provide the cover set out in this policy wording for the Period of insurance shown on Your annual cover notification. Your part of the insurance contract is that You must pay the premium as shown on Your annual cover notification for each Period of insurance and You must comply with all the conditions set out in this policy wording and any Endorsements. If You do not meet Your part of the insurance contract, We may reject a claim, increase Your premium or You may find that You do not have any cover. IMPORTANT NOTE: This insurance policy does not cover the cost of any gradual deterioration this policy is not a maintenance contract. It is a condition of this insurance that You must keep the property in good order and take all reasonable steps to avoid loss or damage. Law applicable This insurance policy is governed solely in accordance with the law which applies to England and Wales. This policy has been issued by AIG Europe Limited in the United Kingdom. 2

3 Words with special meanings This policy wording defines any word or phrase that has a precise legal meaning to this insurance contract, and whenever a word or phrase with a special meaning is used, it will be capitalised and printed in bold type. Accidental damage Sudden and unexpected damage which has not been caused deliberately. Accidental Breakage Sudden and unexpected breakage which has not been caused deliberately. Annual cover notification The record, approved by Us, compiled and maintained by the Council or other intermediary who deals with Your insurances which is declared to be incorporated in and to form part of this policy. British Isles The British Isles consists of England, Scotland, Wales, Northern Ireland, Republic of Ireland, the Isle of Man and the Channel Islands. Buildings The Home, its fixtures and fittings, boundary and garden walls, gates, hedges, fences, railings, lampposts footpaths, patios, terraces, drives, tennis courts, swimming pools, garden ponds, statues and fountains which are permanently fixed into the ground, greenhouses, septic tanks, gas or oil central heating tanks all forming part of the Home which are used for domestic purposes only. Domestic Employees Any person(s) Your Family employ under a contract of service to work in or around Your Home. Endorsement Any agreed alteration made to the terms of the policy, which will be shown on Your Annual cover notification. Excess The amount You are required to pay as the first part of certain claims made under the policy. In the event of a claim being made under more than one section of the policy for the same incident, You are only responsible for one Excess (whichever is higher). Family Your husband, wife or partner, Your children (including adopted and foster children), Your relatives and Your Domestic Employees providing they normally live with You in Your Home: Heave Upward or lateral movement of the site on which Your Buildings stand caused by swelling of the ground. Home The single private dwelling located at the address shown on Your Annual cover notification, including the garages and domestic outbuildings forming part of the property, all used for domestic purposes only by You or any member of Your Family. Period of insurance The inclusive dates which We have accepted as being the period for which insurance cover is applicable and for which You have paid or agreed to pay the appropriate premium. Policyholder, You or Your The person(s) named as Policyholder on Your Schedule. Subsidence Downward movement of the site on which Your Buildings stand, resulting from any cause other than the beddingdown of new structures or the settlement of newly made up ground. 3

4 Sum Insured The amount stated in the Annual cover notification and notified to You annually in the service charge document. IMPORTANT NOTE: It is Your responsibility to make sure that the Sum Insured reflects the full cost of rebuilding Your Home including fees and debris removal. Please note that the rebuilding cost is not the same as the market value. Unoccupied Where Your property is not intended to be lived in or is not lived in, by either You or Your Family, for more than 30 consecutive days. Lived in means slept in frequently. We, Us, Our AIG UK Limited and/or our appointed claims handlers. You, Your or Policyholder The person(s) named as Policyholder on Your Annual cover notification. 4

5 Insurance on Your Home This part of the insurance policy provides full details of the cover We provide for Your Buildings. The Buildings are insured against loss or damage by the insured risks a) to j) below. Insured Not Insured a) Fire, lightning, explosion, i) Loss or damage caused by smoke from air pollution. earthquake or smoke b) Storm or flood. i) Loss or damage caused to gates, hedges, fences. ii) Loss or damage caused by frost. c) Escape of water, oil or liquid petroleum gas from any part of the plumbing installation, fixed water, fixed heating system or fish tank, or escape of water from any domestic appliance within Your Home. d) Riot, strike, civil commotion, labour or political disturbance. i) Loss or damage caused while Your Home is Unoccupied. ii) Loss or damage caused by escape of water which results in Subsidence, movement, settlement or shrinkage of any part of Your Buildings or of the land belonging to Your Buildings. iii) Loss or damage caused by wet or dry rot. e) Malicious acts or vandalism i) Loss or damage caused while Your Home is Unoccupied ii) Loss or damage caused by any Your Family or any person lawfully within Your Home. f) Theft or attempted theft. i) Loss or damage caused while Your Home is Unoccupied. ii) Loss or damage caused while Your Home is lent, let, sub-let or shared with anyone other than Your Family unless there is evidence of forcible and violent entry to or exit from Your Home. iii) Loss or damage caused by any guest or tenant, or by You or any member of Your Family. iv) Loss or damage caused by deception unless the only deception is used to gain entry to Your Home g) Subsidence or Heave of the site on which Your Buildings stand or land belonging to Your Buildings, or landslip. i) Loss or damage caused to boundary and garden walls, gates, hedges, fences, footpaths, patios, terraces, drives, tennis courts, swimming pools, greenhouses, garden ponds, statues and fountains which are permanently fixed into the ground, unless Your Home is damaged by the same cause and at the same time. ii) Loss or damage caused 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. iii) Loss or damage caused by the foundations of a structure settling, shrinking or expanding. iv) Loss or damage caused by new structures bedding-down or the settlement of newly made up ground. v) Loss or damage caused by the coast or riverbank being worn vi) away. Loss or damage caused by faulty design or inadequate foundations which do not meet the required building regulations current at the time of construction. vii) Loss or damage caused by or from demolition, structural alterations or structural repairs to Your Home, or any groundwork, excavation, faulty workmanship or the use of faulty materials. viii) An Excess of 1,000 applies to each incident of loss or damage. 5

6 Insured h) Impact i) Any impact involving vehicles or aircraft, or anything dropped from an aircraft. ii) Any impact involving animals iii) Falling trees or branches and the costs of removing any fallen trees or branches from the site. iv) Falling aerials, satellite receiving equipment, their fittings or masts, i) Cables and underground pipes and drains. Accidental damage to fixed water or heating installations, cables, pipes, drainage systems (including inspection covers) and underground tanks which provide services to and from Your Home, for which Your Family are 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. j) Glass, ceramic hobs and sanitary ware. Accidental Breakage to glass, ceramic hobs and sanitary ware fixed to and forming part of Your Home. Not Insured i) Loss or damage caused by animals belonging to You or any member of Your Family. i) Loss or damage caused by the coast or riverbank being worn away. ii) Loss or damage caused while Your Home is Unoccupied. iii) Loss or damage caused while Your Home is lent, let, sub-let or shared with anyone other than Your Family. iv) Loss or damage caused by gradual deterioration which had caused an installation to reach the end of its serviceable life. i) Loss or damage caused while Your Home is Unoccupied. ii) Loss or damage caused while Your Home is lent, let, sub-let or shared with anyone other than Your Family. In addition, if You have elected to pay additional premium for FULL Accidental damage cover, insured risk k) applies; Insured k) Accidental damage to Your Buildings. Not Insured i) Loss or damage insured elsewhere in this Policy ii) Loss or damage caused while Your Home is Unoccupied. iii) Loss or damage caused while Your Home is lent, let, sub-let or shared with anyone other than Your Family. iv) Loss or damage caused by or from demolition, structural alterations or structural repairs to Your Home, or any groundwork, excavation, faulty workmanship or the use of faulty materials. v) Loss or damage caused by animals or pets owned by You or owned by any member of Your Family. vi) Loss or damage caused by livestock, vermin, insects, mildew, the action of light or atmospheric conditions, depreciation and deterioration from normal use, wet or dry rot, settlement or shrinkage, wear and tear and other gradually operating cause. vii) An Excess of 50 applies to each incident of loss or damage. 6

7 Additional Benefits Insured Not Insured Cover while selling Your Home. If between the date You exchange contracts and the date You complete the sale, Your Home is damaged by anything insured under covers a) to j) of 1 Insured Risks, the buyer shall be entitled to the benefit of this cover up to the date of completion once the sale has been completed. Rent and alternative accommodation. If Your Home is made uninhabitable following a claim, which We have accepted, for loss or damage resulting from a cause which is covered and described under 1 Insured Risks, We will pay: a) The reasonable additional cost of similar short-term accommodation for Your Family and domestic pets. b) The rent You would have received but have lost, including up to two years ground rent. The most We will pay for any one event is 20% of the Buildings Sum Insured. Fees and related costs. Following a claim, which We have accepted, for loss or damage resulting from a cause which is covered and described under 1 Insured Risks, We will pay: a) Any fees for architects, surveyors and other professional fees. b) Any costs of making the Buildings safe, demolition, propping up, removing debris and clearing the site, subject to Our prior agreement. c) Any costs of meeting current building regulations, local authority or other statutory requirements or conditions provided that the damaged parts of Your Buildings are repaired or replaced. Emergency entry to Your Home. Loss or damage to Your Home caused when the fire, police or ambulance service has to use force to gain entry into Your Home because of a medical emergency involving You or any member of Your Family. This cover does not apply if insurance on the Buildings has been arranged by or for the buyer. i) Any costs Your Family would have to pay once Your Home becomes habitable again. ii) Any costs You agree to pay without our written permission.serviceable life. i) Any fees or costs You have to pay for preparing or furthering any claim. ii) Any fees or costs incurred in meeting any Buildings regulations, local authority or statutory requirements or conditions if You were made aware of the need to meet them before the damage occurred. iii) Any fees or costs which apply to any undamaged parts of Your Buildings.. i) Loss or damage caused by the police service legally using force to gain entry into Your Home, in order to search the premises or to detain any person on the premises. 7

8 Insured Not Insured Legal Fees occupation by Squatters following We will pay legal fees, incurred with Our permission which are necessary to repossess Your Home following occupation by squatters. Replacement Locks If the keys to the external doors or windows of Your Home and intruder alarms and safes installed in Your Home are lost or stolen anywhere in the world, We will pay the reasonable cost of replacing and fitting locks of an identical type operated by those keys. Your legal liability as owner of the property. We will pay any amount which You or any member of Your Family are legally liable to pay as damages as owner of Your Buildings and land belonging to Your Buildings, which arise from a single event occurring during the Period of insurance which results in: a) accidental death, disease, illness, or accidental physical injury to a third party or b) Accidental damage to physical property. i) The maximum payment We will make in respect of these fees is 10,000. Excluding Your legal liability arising from: i) Any physical property which is owned by Your Family, or which is the legal responsibility of Your Family. ii) Any injury, death, disease or illness to Your Family (other than Domestic Employees who normally reside with You). iii) Any business, profession, or trade involving You or any member of Your Family. iv) Any contract or agreement, unless the liability would exist without that contract or agreement. v) Any deliberate act by You or any member of Your Family. vi) Any liability covered by any other policy. vii) The occupation of any land or Buildings. The most We will pay is 2,000,000 plus defence costs agreed by Us in writing in any Period of insurance. Legal liability under the Defective Premises Acts. We will pay any amount which You or any member of Your Family are legally obligated to pay resulting from the ownership of any Home previously occupied by You and insured by Us, in relation to compensation arising because of Section 3 of Defective Premises Act 1972 or Section 5 of Defective Premises (Northern Ireland) Order The most We will pay is 2,000,000 plus defence costs agreed by Us in writing in any Period of insurance. Excluding Your legal liability arising from: i) Any Home previously owned and occupied by You in which You still hold legal title or have an interest. ii) Any incident which occurs more than 7 years after the cancellation date of this policy in respect of any Home previously insured by Us and owned and occupied by You. iii) Any physical property which is owned by Your Family, or which is the legal responsibility of Your Family. iv) Any injury, death, disease or illness to Your Family (other than Domestic Employees who normally reside with You). v) Any business, profession, or trade involving You or any member of Your Family. vi) Any contract or agreement, unless the liability would exist without that contract or agreement. vii) Any deliberate act by You or any member of Your Family. viii) Any liability covered by any other policy. IMPORTANT NOTE: Liability for injury or damage resulting from Buildings or land belonging to Buildings nearly always attaches to the occupier, rather than the owner. If You are the owner and occupier, then insurance against Your liability as occupier is not provided by this Buildings Insurance policy and You should therefore ensure You have purchased Contents Insurance which will provide You with the occupier s 8

9 Policy Exclusions These are the exclusions that apply to all sections of Your policy. This insurance policy does not cover: 1. Radioactive Contamination Any loss, damage, legal liability, cost or expense of any kind caused directly or indirectly by: i) ionising radiation or radioactive contamination from any nuclear fuel or nuclear waste which results from the burning of nuclear fuel; or ii) the radioactive, poisonous, toxic, explosive or other hazardous properties of any nuclear machinery or equipment or any part of it. 2. Pollution or Contamination Any loss, damage, legal liability, cost or expense of any kind caused directly or indirectly from pollution or contamination which: i) was the result of an intentional act; or ii) was expected or should have been expected; or iii) was not caused by a sudden incident; or iv) was not during any Period of insurance 3. War and Similar Risks Any loss, damage, legal liability, cost or expense of any kind caused directly or indirectly by war, invasion, act of foreign enemy, hostilities (whether war be declared or not), rebellion, revolution or military force. 4. Terrorism Any loss, damage, legal liability, cost or expense of any kind caused directly or indirectly by, resulting from or in connection with any act of terrorism. For the purpose of this exclusion, terrorism means the use, or threat of use, of any 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. 5. Territorial Limit Any loss, damage, legal liability, cost or expense of any kind arising from any accident or incident occurring outside of the British Isles, unless otherwise stated in the Policy. 6. Sonic Bangs Any loss, damage, legal liability, cost or expense of any kind caused directly or indirectly by pressure waves from aircraft or other aerial devices travelling at sonic or supersonic speeds. 7. Defective Construction Any loss, damage, legal liability, cost or expense of any kind caused by or resulting from either defective construction, poor or faulty design, poor workmanship or the use of incorrect materials. 8. Confiscation and forced entry Any loss, damage, legal liability, cost or expense of any kind caused by officials or the authorities legally using force to enter Your Home or legally confiscating or holding Your property. 9

10 9. Date change and computer viruses Any loss, damage or legal liability caused to or arising from 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. For the purpose 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 and/or software which prevent any operating system, computer program or software working properly or at all. 10. Loss of value Any loss of value to the Buildings. 11. Consequential loss Any loss which happens as a result of, or has any side effect financial, economic or otherwise, as a result of any loss or damage to the Buildings. 12. Business Use Any loss which happens whilst Your Home is being used for any trade, professional or business purpose unless the trade, professional or business use is of a clerical nature only and : i) You do not employ staff to work from Your Home in connection with Your trade, profession or business; ii) You do not receive visitors or guests to Your Home in connection with Your trade, profession or business; iii) You do not keep any business money or stock in Your Home. 13. Excess Any Excess amount shown in this policy or on Your Annual cover notification. 10

11 How to make a claim In the event of any circumstances likely to give rise to a claim, it is very important that You read this policy wording in conjunction with Your most recent Annual cover notification, which together detail the cover provided by this insurance policy. Before contacting Us, please read and understand the Claims Conditions, detailed below, which are the conditions that You will need to meet as part of the contract and How We settle claims for Buildings detailed below which covers the loss or damage. If an emergency situation arises in Your Home, You should take any immediate action that You think is necessary to protect Your property and belongings from further loss or damage, such as switching off the water, gas or electricity. If temporary repairs are required to stop further damage You should contact the emergency number shown below. We may decide to appoint a Chartered Loss Adjuster depending on the type of claim and the costs involved. They will deal with the claim, and if the loss or damage is covered by Your policy, they have the authority to agree settlement of Your claim. Claims Conditions These are the claims conditions that You will need to meet as Your part of the contract. Using the address or telephone number shown below You must tell Us as soon as reasonably possible, but in any event within 28 days of the date You become aware that the incident has occurred. In some cases there are other people You must contact before You contact Us. If You are the victim of theft, riot, a malicious act or vandalism, tell the police immediately and request a crime reference number or a loss reference number. If someone is holding You or any member of Your Family responsible for an injury or any damage, no one in Your Family must admit responsibility. You must immediately provide Us with full details in writing and any claim form, application notice, legal document or other correspondence sent to You or Your Family must be sent to Us straight away without being acknowledged or answered. You must allow Us to deal with the matter on Your behalf. You should take all reasonable steps and do all We ask You to do to recover any property which has been lost or stolen. You should not dispose of any damaged items or property before We have been able to inspect the items. To help Us deal with Your claim, when asked, You must provide Us with (at Your reasonable expense) any additional information which may include the following: i) proof of ownership, photographs, purchase receipts, invoices, valuations or instruction leaflets; ii) purchase dates of lost, stolen or damages items, along with full details of the make and model; or iii) for damaged items, confirmation by a suitably qualified expert that the item You are claiming for is beyond repair. In the event of a claim, please contact the Leasehold Section at Your Homes Newcastle on telephone number , who will issue You with a claim form. 24 Hour emergency Number GAB Robins The information that should be supplied to GAB Robins: 1) That the premises are insured with AIG, handled by Gallagher Bassett, South Queensferry 2) The policy number: ) Your address 4) Nature of the problem 11

12 Rights and responsibilities We may need to gain access to a building that has been damaged to salvage anything We can and to make sure no more damage occurs and We are entitled to any insured property for which We have paid a claim. You must help Us to do this, but You must not abandon Your property to Us unless You have obtained our written permission. 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: i) take over the defence or settlement of any claim made against You; ii start legal action to pursue compensation from anyone else; or iii) start legal action to recover from anyone else any payments that have already been made. You must provide Us with (at Your reasonable expense), all the information that We ask for about any claim. Delay in providing this information may prejudice Your claim or reduce the payment. You must help Us to take legal action or help Us to defend any legal action if We ask You to do so. How We settle claims for Buildings If You suffer damage to any part of Your Buildings and wish to claim under the Buildings section of cover, please follow the steps shown below: 1. We will pay for the reasonable cost of work carried out in repairing or replacing the damaged parts of Your Buildings and agreed fees and related costs. At Our option, We will arrange for specialist investigations to be carried out. We may take over and conduct in Your name with complete and exclusive control, the defence or settlement of any claim. If the repair or replacement is not carried out, We may pay an amount to cover the reduction in the market value of Your Buildings resulting from the covered damage but We will not pay more than it would have cost Us to repair the damage to Your Buildings if the repair work had been carried out without delay. At our option, We may decide to make cash settlements - but We will not pay more than it would have cost us to repair the damage to Your Buildings if the repair work had been carried out without delay. No allowance will be made for VAT when a cash settlement is made. 2. If Your Buildings have not been kept in a good state of repair, We may (where deemed appropriate) deduct an amount for wear and tear. 3. If the Buildings Sum Insured at the time of the loss or damage is less than the total costs associated with rebuilding all Your Buildings in the same way, size, style and appearance (including fees and other related costs), We may proportionately reduce any payment - known as the average clause. 4. The most We will pay for any claim is the amount it will cost Us to repair the damage to Your Buildings in the same way, size, style and appearance (including fees and other related costs) - but We will not pay more than the Sum Insured or any cover limits shown on Your Annual cover notification. We will not pay for: i) The Excess shown in this Policy or on Your Annual cover notification. ii) Any loss of value resulting from repairs of, damage to or replacement of Your Buildings. iii) Any costs of replacing or changing any undamaged parts of Your Buildings solely because they form part of a set or suite, or 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 to a clearly defined area. 12

13 Policy Conditions These are the conditions of the insurance policy that You will need to meet as Your part of the contract. If You do not do this, it may make the contract invalid and You may not be able to make a claim. 1. 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 policy, and to maintain the property insured in a sound condition and in good repair. 2. Changes in Your circumstances It is Your responsibility to ensure that the information provided to Us is up to date. You must notify Us immediately if Your circumstances change in the following : i) the total cost of rebuilding Your Home, for example if You extend Your property or make any significant home improvements; ii) the address of Your Home; iii) if someone other than Your Family is going to live in Your Home; iv) the use of Your Home, including if it is going to be Unoccupied or if Your Home is going to be used for short periods each week or as a weekend or holiday Home; v) the structure of Your Home is altered including any building work which is not routine repair, maintenance or redecoration; You must also inform Us if : i) You or any member of Your Family has any conviction for any offence; ii) You or any member of Your Family has received any formal police cautions in the last 5 years; iii) Anything has happened which may give rise to a claim. There is no need to tell Us about parking or speeding offences or any offences which are spent under the Rehabilitation of Offenders Act 1974, or about police cautions for parking or speeding. We have the right to re-assess Your cover and Your premium when We are told about any relevant changes in Your circumstances. If You do not tell Us about changes which affect Your insurance or if You give Us incorrect information, the wrong terms may be quoted, a claim might be rejected or claim payments reduced. In some cases, Your policy might be deemed invalid and You may not be entitled to a refund of premium. 3. Fraud We believe the vast majority of our Policyholders are honest - and this contract is based on mutual trust. However, We know that fraudulent insurance claims are occasionally made. If We have reason to believe that dishonesty or exaggeration has been used either by You, Your Family or anyone acting on behalf of You or Your Family to obtain: i) a claims payment under Your policy; ii) cover for which You do not qualify; or iii) cover at a reduced premium; all benefits under this insurance policy will be lost, the policy may be invalid, You may not be entitled to a refund of premium and We may refer the matter to the police or authorities for criminal prosecution or take action consistent with Our legal rights. 4. Cancelling Your policy You may cancel this policy only if you sell the Your Home. To arrange to cancel the policy please contact the Leasehold Section at Your Homes Newcastle on telephone number If You cancel this policy, You may be entitled to a proportional refund of premium, provided that no claim has been made during the Period of insurance. 13

14 If You cancel this policy (or any part of it), this will not affect Your rights or any claims You made before the date You cancelled the policy. We may cancel this policy (or any part of it) at any time by giving You seven days written notice to Your last known address. If We cancel this policy, You may still be entitled to a proportional refund of premium, provided that no claim has been made during the Period of insurance. 5. Other insurance If You claim under this policy for something which is also covered by another insurance policy, You must provide Us with details of the other insurance policy. We will only pay Our share of any claim. 6. Contracts (Right of Third Parties) Act 1999 Clarification Clause A person who is not a party to this insurance has no right under the Contracts (Rights of Third Parties) Act 1999 to enforce any term of this insurance but this does not affect any right or remedy of a third party which exists or is available apart from that Act. 7. Rights to recovery We may take, or ask You to take any action necessary to recover from a third party any costs We become liable for under this policy. We may do this before or after We pay Your claim. 8. Protection of Other Interests This policy will continue to protect the interests of any other party interested in the Buildings (for example a mortgagee) despite anything done or not done which increases the risk of loss or damage without the knowledge or authority of the interested party provided that the interested party gives Us written notification of a change in risk as soon as reasonably possible after becoming aware of it and paying the additional premium that We may reasonably require. 9. Index-Linking for Buildings The Sum Insured will be adjusted in line with the House Rebuilding Cost Index prepared by the Royal Institution of Chartered Surveyors or an alternative recognised index. No additional premium will be charged until the renewal date of the policy, when the renewal premium will be based on the adjusted Sum Insured that will be shown in the annual cover notification. The Sum Insured will continue to be index-linked during repair or replacement, providing the Sum Insured at the time of loss or damage represents the full rebuilding cost of Your Buildings and You ensure that the required work is carried out without delay. For Your protection, We will not reduce Your Sum Insured if the index moves down unless You ask Us to. 14

15 Complaints Procedure Every effort is made to ensure You receive a high standard of service. If You are not satisfied with the service You have received, You should contact:- Customer Relations Manager The AIG Building 58 Fenchurch Street London EC3M 4AB uk.customer.relations@aig.com To help Us to deal with Your comments quickly, please quote Your policy number and/or claim number and the name of the Council who arranged Your cover. We will do Our best to resolve any difficulty directly with You, but if We are unable to do this to Your satisfaction You may be entitled to refer any dispute to the Financial Ombudsman Service who will review Your case. The address is: Financial Ombudsman Service South Quay Plaza 183 Marsh Wall London E14 9SR. Compensation We are covered by the Financial Services Compensation Scheme (FSCS). You may be entitled to compensation from the scheme if We cannot meet our obligations. This depends on the type of business and the circumstances of the claim. Further information about compensation scheme arrangements is available from the FSCS. Tel or 15

16 AIG EUROPE LIMITED The AIG Building 58 Fenchurch Street London EC3M 4AB For assistance on policy cover or claims matters please contact the Leasehold Section of Your Home Newcastle on telephone number American International Group, Inc. (AIG) is a leading international insurance organisation serving customers in more than 130 countries and jurisdictions. AIG is the marketing name for the worldwide property-casualty, life and retirement, and general insurance operations of American International Group, Inc. This material is for information purposes. Products and services are written or provided by subsidiaries or affiliates of American International Group, Inc. and may not be available in every jurisdiction. For additional information, please visit our website at AIG Europe Limited is Authorised and regulated by the Financial Services Authority. Registered in England: company number Registered address: The AIG Building, 58 Fenchurch Street, London EC3M 4AB /13 16