Home Insurance Extra Policy Booklet - Legal & General

HOME INSURANCE EXTRA – GENERAL INFORMATION1HOME INSURANCE EXTRAPOLICYBOOKLET.

6 HOME INSURANCE EXTRA – MAKING A CLAIMMAKING A CLAIM.HOME INSURANCE0370 900 5565 (24 hour)HOME EMERGENCY COVER (provided you have selected buildings cover)0845 155 6403 (24 hour)FAMILY LEGAL PROTECTION (if selected)0370 050 0962 (24 hour)We understand how distressing loss or damage to your home can be. When things go wrong,we are ready and waiting to put them right as quickly and efficiently as possible.STEP 1: REPORT TO THE POLICE (IF APPLICABLE)It is a condition of your policy that you report the following to the police as soon as possible,and get a crime reference number or loss report number:• Theft, attempted theft or loss of property.• Any loss or damage caused by malicious acts, vandalism, riot, civil commotion, strikes orlabour disturbances.STEP 2: CHECK WHETHER YOU ARE COVERED• Check your policy schedule, which lists the sections of cover you have chosen and anyendorsements and excesses that apply.• Refer to your policy booklet, particularly the section relevant to your claim. Please check:– Details of what your policy does and does not cover.– ‘Claims settlement’ at the end of each section – this tells you about any conditions thatmay affect the amount of any claim settlement.– All general exceptions and conditions.STEP 3: GATHER YOUR INFORMATIONTo help us process your claim quickly, it helps if you have the following information to hand:• Your policy number.• The date and time of the loss or damage.• The police loss report number or crime reference number (if applicable).We may request more information such as:• The date and place of purchase, plus receipts, invoices, instruction booklets, valuations orphotographs.• The location of the property when it was lost or damaged.• For damaged property, confirmation from a suitably qualified tradesman of the cause ofdamage and whether or not the item can be economically repaired.

HOME INSURANCE EXTRA – MAKING A CLAIM 7We may not meet your claim, or settlement may be reduced, if you do not provide these detailsor if you do not tell us about the loss or damage as soon as reasonably possible.Sometimes we, or an expert we appoint, may wish to meet you to discuss the claim, inspectthe damage, or carry out further enquiries.Make sure you do not throw away damaged contents. Store them in a dry place, as you willneed them to support your claim.STEP 4: MAKE A CLAIMFor home insurance claims, call us on 0370 900 5565.For home emergency claims, call HomeServe on 0845 155 6403.You should always immediately contact the emergency services or the public supply authorityif there is an emergency that could result in serious damage or danger. Suspected gas leaksshould always be reported to the National Gas Emergency Helpline on 0800 111 999.For family legal protection claims, call DAS Legal Expenses Insurance Company on0370 050 0962.You will be sent a claim form, which you should complete and return as soon as possible to:DAS Legal Expenses Insurance Company Limited, DAS House, Quay Side, Temple Back,Bristol BS1 6NH.All lines are open 24 hours a day, 7 days a week. We may record and monitor calls.Call charges will vary.STEP 5: WHAT HAPPENS NEXT?• ­ We will write to you to confirm your claim details and keep in touch by phone to let youknow what is happening.• ­ We may ask an independent loss adjuster to visit you, in which case we will let you know.• ­ Certain claims, such as those for subsidence, may take longer than others to complete. Ifthat is the case we will give you the name of a personal contact that will keep you informedabout progress.• ­ We may offer repair or replacement through our approved suppliers. If you prefer to useyour own tradesman, or receive a cash settlement for replacement goods instead, wewill need to agree this with you beforehand. Any payment will generally not exceed thediscounted amount we would have paid to our chosen supplier.• ­ We may refuse to agree costs that are incurred by you before our agreed consent is given orfor damaged items that are disposed of before inspection.• ­ We try to make the claims process as sustainable as possible and will repair your propertywherever it makes economic and environmental sense to do so.For more information on making a claim, please visitwww.legalandgeneral.com/makingaclaim

8 HOME INSURANCE EXTRA – INSURANCE CONTRACTTHE INSURANCECONTRACT.1. This policy booklet, your policy schedule, any applicable endorsementsand amendment notices we issue to you at renewal, together all formthe contract between you and us. This contract will be governed underthe laws of England and Wales, and any reference we make to specificstatutes will mean the UK statute and equivalent laws in the ChannelIslands or Isle of Man.2. Wherever a word is in bold type, it takes a specific definition from ourpolicy definitions or section definitions.3. This policy is for a minimum of 12 months and is annually renewable inaccordance with the general conditions applying to this policy. We willinsure you under the sections shown on your policy schedule againstloss, damage or liability occurring during the period of insurance,according to the terms and conditions of this policy. We will provide thisinsurance once we have received and accepted your first premium oryour agreement to pay your first premium, and any further premiumsdue to us.4. If endorsements apply to your policy, they will be listed on your policyschedule. An endorsement changes your policy’s terms and conditions.Specific details will either be on your policy schedule or will be sent toyou separately.

HOME INSURANCE EXTRA – POLICY DEFINITIONS 9POLICY DEFINITIONS.ACCIDENTAL BREAKAGESudden, unintentional and unexpectedphysical breakage that can be seen.ACCIDENTAL DAMAGESudden, unintentional and unexpectedphysical damage that can be seen.BUILDINGSYour home, and its permanent fixtures andfittings including:i) tennis courts, paved terraces, paths,drives, walls, fences, gates and hedges;ii) permanently installed:a) swimming pools;b) hot tubs;iii) permanently connected:a) drains, pipes and cables;b) service tanks and central heating oiltanks;c) wind turbines, solar panels and groundsource heating pumps;all sited within the boundaries of the landbelonging to your home.BUSINESS EQUIPMENTComputers, modems, keyboards, monitors,printers, word processing equipment andcomputer aided design equipment, facsimilemachines, photocopiers, typewriters,telecommunication equipment and officefurniture, but not including any property heldas trade stock.COMPUTER VIRUSAny loss or damage to any property(including computers and loss or corruptionof data) caused directly or indirectly byan attack by electronic means includingcomputer hacking or the introduction of anyform of computer virus.CONTENTSHousehold goods, personal belongings andbusiness equipment owned by you or forwhich you are legally responsible including:i) pedal cycles;ii) money; andiii) tenants’ fixtures and fittings;in your homebut excluding:• ­ Vehicles and other means of transportthat are mechanically propelled orassisted, whether licensed for roaduse or not, or their parts or accessories(other than domestic gardeningequipment, mobility carriages, electricwheelchairs and electrically assistedpedal cycles that are not required tobe licensed if used on a public road).• ­ Caravans, trailers, aircraft, hovercraft,boats or their parts or accessories.• ­ Livestock or pets.• ­ Landlord’s fixtures and fittings.• ­ Property held or used for businesspurposes other than business equipment.• ­ Any part of the buildings.• ­ Property insured under any other policy.

10 HOME INSURANCE EXTRA – POLICY DEFINITIONSCREDIT CARDSCredit cards, charge cards, cheque cardsand cash dispenser cards all held solely forprivate or domestic purposes.ELECTRONIC EQUIPMENTi) Any computer equipment, system orsoftware.ii) Any product, equipment or machinerycontaining, connected to or operated bymeans of a data processor chip.ELECTRONIC FAILUREAny loss of or damage to any property(including computers and the loss orcorruption of data) caused, directly orindirectly, by the failure of any electronicequipment, whether belonging to you or not,to correctly recognise, accept, respond to orprocess any date or part of a date or any dataor instruction.EMERGENCYA sudden, unexpected event involving yourhome which requires immediate remedialaction to make your home safe or secure andavoid initial or further damage.EXCESSThe amount you must pay towards each andevery incident of loss or damage.HEAVEUpward movement of the ground beneath thebuildings as a result of the soil expanding.HIGH RISK PROPERTYi) Articles of jewellery, pearls, gemstones,gold, silver and precious metal.ii) Pictures and works of art.iii) Any rare or unusual article thatis collectable.iv) Stamp and coin collections.v) Computers.vi) Software, data, files and downloadsstored on any computer, entertainment,audio or video equipment.vii) Clocks and watches.HOMEThe private dwelling, garage and domesticoutbuildings (but excluding polytunnels andsimilar structures) at:i) The address stated on your policyschedule.ii) Any other address detailed byendorsement.INSURED PERSON(S)You, or in your absence on a trip away fromhome, the person authorised by you as thekeyholder responsible for the home.LANDSLIPDownward movement of sloping ground.LEGAL & GENERALLegal & General Insurance Limited.MONEYCurrent legal tender, cheques, postaland money orders, postage stamps notforming part of a stamp collection, savingstamps and savings certificates, luncheonvouchers, travellers’ cheques, travel tickets,premium bonds and gift tokens all heldsolely for private or domestic purposes.PAIR OR SETArticles which complement one another orare used together.PERIOD OF INSURANCEThe period of insurance stated on yourpolicy schedule.

HOME INSURANCE EXTRA – POLICY DEFINITIONS 11PERIOD OF UNOCCUPANCYAny period, starting from the first day, duringwhich the home will not be lived in and sleptin for more than 60 consecutive days. Bylived in, we mean slept in for at least fiveconsecutive nights every month, or twoconsecutive nights every week.PERSONAL PROPERTYClothing, personal belongings and valuablesthat you normally wear or carry with youbut excluding:• Money, credit cards, securitiesand documents.• ­ Vehicles and other means of transport thatare mechanically propelled or assisted,whether licensed for road use or not, ortheir parts or accessories.• ­ Pedal cycles, caravans, trailers, aircraft,hovercraft, boats or their parts oraccessories.• ­ Goods you use as part of your business ortrade.• ­ Household goods and domesticappliances.PLANTSFlowers, plants, shrubs or trees all in pots orcontainers.POLICYThe policy booklet, your policy scheduleand any applicable endorsements andamendment notices that may apply.REPAIREROur approved tradesman.SANITARYWAREWash basins and pedestals, sinks, bidets,lavatory pans and cisterns, shower trays,shower screens, baths and bath panels butnot including swimming pools or hot tubs.SETTLEMENTDownward movement as a result of thesoil being compressed by the weight of thebuildings within 10 years of construction.STATEMENT OF FACTA statement of the information you supplied,which we use to determine whether to offeryou a policy and your premium.SUBSIDENCEDownward movement of the groundbeneath the buildings that is not a result ofsettlement.US, WE or OURi) For section 1 parts 1 and 2, and sections 2,3 and 4, Legal & General.ii) For section 1 part 3, Inter PartnerAssistance SA.YOU or YOURi) The policyholder.ii) Any member of the policyholder’s familypermanently residing at your home.POLICYHOLDERThe person(s) named as policyholder on yourpolicy schedule.

12 HOME INSURANCE EXTRA – GENERAL CONDITIONSGENERALCONDITIONSAPPLYINGTO THIS POLICY.1. Paying by instalmentsWhere we refer to payment of premiums, it includes your agreement to pay by monthlyinstalment. If we have agreed to accept your premium by instalments, the policy is still anannual contract. If we do not receive your instalment on or before its due date, then you willhave to pay all unpaid instalments and any applicable charge for credit within the timescaleset out in the default notice we will send you, which will not be less than 21 days.If we do not receive payment in accordance with the above, we will cancel your policy. Forfurther information regarding cancellation, see general condition 4.2. How to renew your policyAt our discretion, we may offer to renew this policy. If we do, we will seek to send detailsto the policyholder about any new conditions and the premium for the year ahead 21 daysin advance of your cover ending. If you have already agreed to pay by Direct Debit, we willcontinue to take these payments from the designated account unless you tell us otherwise.You must tell us:i) Of any changes to the information contained within the statement of fact.ii) If you want to change the way you pay.iii) If you do not want to renew this policy.If we decide that we do not want to renew the policy, we will seek to send written noticeto the policyholder at their most recent address known to us 21 days in advance of yourcover ending.3. Policy feesIf we charge any fees to cover the administration costs of changes that you make to yourpolicy, or if the policyholder cancels the policy, these amounts will be shown on the currentpolicy schedule. Any premium adjustment following a change or cancellation to your policywill include the fees.

HOME INSURANCE EXTRA – GENERAL CONDITIONS 134. Cancellation4.1 Our cancellation rightsi) In accordance with general condition 5, if youcommit fraud or attempt to commit fraud,we will cancel your policy without any refund of premium.ii) If we do not receive the full premium when due, we will cancel your policy and your coverwill only be in force for the proportional period for which we have received payment.If we do not receive the full premium when due and you have made a claim in the currentperiod of insurance, you must pay the full annual premium and no refund is due.We have the right to deduct all unpaid instalments and any outstanding premium fromany claim that we may pay.iii) We may cancel your policy by sending the policyholder 14 days’ written notice to theirmost recent address known to us if any of the following circumstances occur:• ­ In accordance with general condition 1, if you are paying by instalments, and fail to payany instalment when due.• ­ You fail to carry out any reasonable recommendations we make to prevent loss ordamage to the insured property.• ­ You do not make good any damage to the insured property without delay and thisincreases the possibility of material loss, damage or injury.• ­ You fail to maintain the buildings in sound condition and in good repair. If you are unsureas to the condition of your property, you should consult a suitably qualified expert.• ­ You fail to give us any information and assistance that we reasonably require.• ­ There is a change in the information contained within the statement of fact.• ­ Any unreasonable behaviour by you including but not limited to abuse, offensive and/orthreatening language or action.If we cancel your policy in accordance with 4.1 iii), we will refund any premium you havepaid for the period of unused cover from the date that the 14 days’ written notice expires.4.2 The policyholder’s cancellation rightsThe policyholder may cancel this policy at any time.i) If the policyholder has not made a claim in the current period of insurance, the policyholdermay cancel this policy at any time, and we will refund the premium paid for the period ofunused cover.ii) If the policyholder has made a claim in the current period of insurance:• ­ The policyholder may cancel the policy within 14 days of receiving the policy documentsor of the start or renewal date of the policy (whichever is later), and we will refund thepremium paid for the period of unused cover.(continues)

14 HOME INSURANCE EXTRA – GENERAL CONDITIONS(continued)• ­ The policyholder may cancel the policy after 14 days of receiving the policy documentsor of the start or renewal date of the policy (whichever is later), but no refund ofpremium will be due.5. FraudYou must not commit fraud.Fraud by deliberately not telling us the truthA person is committing fraud if they:• ­ knowingly make an untrue or misleading statement about their circumstances or theirclaim; and• ­ intend to make a gain or cause a loss to someone else, for example their insurer.Fraud by failing to provide informationA person is committing fraud if they:• ­ fail to give us information we ask for; and• intend to make a gain or cause a loss to someone else, for example their insurer.If fraud is established we will:i) Not pay any claim under this policy.ii) Cancel your cover without any return premium.iii) Be entitled to recover from you the amount of any claim we have paid.iv) Be entitled to recover any investigation and legal costs from you.v) Inform the police, other financial services organisations and anti-fraud databases such asCIFAS, CUE and Hunter.6. Compliance with termsOur liability to make payment under the policy will be conditional upon the compliance withthe terms and conditions of this policy.7. Other insuranceIf any loss, damage or liability arising under this policy is also covered or covered in part byany other insurance, we will be liable only for our rateable proportion of such loss, damageor liability.GENERAL CONDITIONS APPLYING TO SECTIONS 1-3 OF THIS POLICY8. Your duty to prevent loss or damageYou must keep your buildings in sound condition and in good repair, and you shouldconsult a suitably qualified expert if you are unsure whether or not you are complying withthis condition. You must take all reasonable steps to safeguard your buildings, contents orproperty against loss or damage and to prevent accidents. If loss or damage does occur,you must take all reasonable steps to prevent further loss or damage.

HOME INSURANCE EXTRA – GENERAL CONDITIONS 159. Changes in riskAt the commencement of your insurance, we provided you with a statement of fact. If any ofthis information changes at any time, you must tell us within 14 days.10. Your obligations following a claimIn the event of a claim or possible claim under this policy, you must not negotiate, admitfault or make any offer, promise or payment without our written consent. Additionally, thepolicyholder must:i) Inform the police as soon as possible and obtain a crime reference number or loss reportnumber as appropriate if the loss or damage is caused by theft or attempted theft, riot,civil commotion, strikes, labour disturbances, malicious acts, vandalism or loss of propertyor money.ii) Tell us as soon as reasonably possible and give us full details. In the event of loss ordamage by riot, you must tell us within seven days of the riot.iii) Give us written notice as soon as possible, but no later than seven days, after you knowabout any pending prosecution, inquest or fatal inquiry in connection with anything thatoccurs for which there may be liability under this policy.iv) Send us, as soon as reasonably possible, every relevant letter, claim, writ, summons orprocess. We will refund your reasonable costs.v) As soon as reasonably possible after the injury, loss or damage, provide us with details ofthe claim, including any detailed particulars, proofs or certificates, or original valuations,receipts or proofs of purchases pre-dating the loss, or other documents that we mayreasonably require.vi) Not dispose of any damaged contents or parts of buildings without our permission.vii) Give us any information and assistance that we might reasonably require.11. Our rights following a claimi) We will at our option repair or replace the property claimed for using a repair orreplacement supplier nominated by us. Where you prefer to use your own tradesman, wewill need to agree this with you beforehand and the amount we pay you will not exceedwhat we would have paid our supplier.Where our supplier can repair or replace, but you prefer and we agree to a cashsettlement, the amount we pay you will not exceed the discounted amount we wouldhave paid our supplier. We will not apply our supplier discount where they are unable torepair or replace the property.ii) In an emergency, we may enter the building where the loss or damage has occurred. Tosafeguard the insured property against further loss or damage, we may take and keeppossession of the insured property and deal with the salvage in a reasonable manner. Noproperty may be abandoned to us.iii) We may exercise sole control at our cost over dealing with any third party claim and itsassociated legal proceedings relevant to it. We will keep you informed of all developments.iv) We may pursue in your name, but for our benefit and at our cost, any claims for damagesor other costs.

16 HOME INSURANCE EXTRA – GENERAL EXCEPTIONSGENERALEXCEPTIONSAPPLYING TOTHIS POLICY.We will not pay for:1. Radioactive contaminationAny loss of or damage to property, indirect loss or legal liability directly or indirectly arisingfrom:i) Ionising radiations or contamination by radioactivity from any nuclear fuel or from anynuclear waste from the combustion of nuclear fuel.ii) The radioactive, toxic, explosive, or other hazardous properties of any explosive nuclearassembly or nuclear component.2. Pollution and contaminationAny loss, damage or liability arising from pollution or contamination unless caused by:i) a sudden and unforeseen and identifiable accident; orii) leakage of oil from a domestic oil installation at your home.3. Gradually operating causeAny loss, damage or liability arising from wear and tear or damage that happens graduallyover time.4. War risksAny consequence of war, invasion, act of foreign enemy, hostilities (whether war has beendeclared or not), civil war, rebellion, revolution, insurrection or military or usurped power.5. ConfiscationLoss of or damage to any property due to its confiscation, requisition or destruction byorder of any government, public or local authority.

HOME INSURANCE EXTRA – GENERAL EXCEPTIONS 17GENERAL EXCEPTIONS APPLYING TO SECTIONS 1-3 OF THIS POLICY6. Existing damageAny loss, damage, injury or accident occurring, or arising from an event, before covercommences.7. Sonic bangsLoss or damage directly caused by pressure waves from aircraft or other aerial devicetravelling at sonic or supersonic speeds.8. Deliberate actsAny loss, damage or liability caused by your own deliberate act or the deliberate act of anyperson residing at your home.9. Matching of itemsThe costs of replacing any undamaged or unbroken item or parts of items forming part ofa set, suite or other article of uniform nature, colour or design if damage occurs within aclearly identifiable area or to a specific part and it is not possible to match replacements.10.Loss of value and depreciationLoss of value and depreciation resulting from the repair or replacement of lost or damagedproperty.11. Indirect loss or damageWe will not pay for any losses that are not directly associated with the incident that causedyou to claim, unless specifically stated in this policy.12.TerrorismAny loss, damage or liability arising from any act of terrorism directly or indirectly causedby, contributed to by, resulting from, arising out of or in connection with biological,chemical or nuclear pollution or contamination.13.Software, data, files, downloads and mobile phone call costsAny loss, damage or liability arising from:i) The erasure, distortion, mislaying or misfiling of any software, data, files and downloads.ii) Mobile phone call costs.14.Loss by deceptionLoss by deception unless it is only entry into your home that is gained by deception.15.Defects and faultsAny loss or damage arising from defective design, defective materials, or faultyworkmanship.

18 HOME INSURANCE EXTRA – GENERAL EXCEPTIONSVERY IMPORTANT NOTICE.Your home insurance policy covers the costs of unexpected loss ordamage. It does not cover:• wear and tear• maintenance costs e.g. loose roof tiles• damage that happens over time e.g. damp, rot and damage from vermin.It is a condition of your policy that you keep your property in good repairand take reasonable steps to avoid loss or damage.

HOME INSURANCE EXTRA – BUILDINGS COVER 19SECTION 1.BUILDINGS, PROPERTYOWNERS’ LIABILITY ANDHOME EMERGENCY COVER.Please note that this section only applies if it is shown on your policyschedule.See also the policy definitions on page 9 - 11 and the general conditions and exceptionson pages 12 -18.PART 1 – BUILDINGS.The buildings are insured against loss ordamage caused by:We will not pay for:• ­ The excess shown on your policyschedule under paragraphs 1 to 15 and Ato F of this section.1. Fire, smoke, explosion, lightningor earthquake.• Loss or damage caused by tobaccoburns, scorching, melting, warping orother forms of heat distortion unlessaccompanied by flames. (If it is accidentaldamage and you have cover underparagraph 15 this would be insuredsubject to the exceptions and excessapplicable to that paragraph.)2. Riot, civil commotion, strikes or labourdisturbances.3. Malicious acts or vandalism. • Loss or damage occurring duringa period of unoccupancy.• ­ Loss or damage caused by you, yourdomestic employees, lodgers, payingguests or tenants.

20 HOME INSURANCE EXTRA – BUILDINGS COVERThe buildings are insured againstloss or damage caused by:We will not pay for:4. Storm or flood. • ­ Loss or damage caused by frost.• ­ Loss or damage to fences, gates andhedges.• ­ Loss or damage to cantilever car-ports,canopies and awnings.• ­ Loss or damage to any felt roof wherethe felt is more than 10 years old.• ­ Loss or damage caused by undergroundwater.• ­ Loss or damage caused by subsidence,heave or landslip. (Subsidence or heaveof the site on which the buildings standor landslip caused by storm or floodwould be insured under paragraph 5 andsubject to the exceptions and excessapplicable to that paragraph.)5. Subsidence or heave of the site on which • Loss or damage:the buildings stand or landslip. i) To swimming pools, hot tubs, tenniscourts, service tanks, central heatingoil tanks, ground source heatingpumps, terraces, paths, drives, walls,fences, gates and hedges unlessyour home is damaged by the samecause and at the same time.ii) Caused by the compaction of infill.iii) Occurring while the buildings areundergoing demolition, structuralalterations or structural repairs.iv) Caused by settlement.v) Caused by river or coastal erosion.vi) Arising from defective design,defective materials, or faultyworkmanship.vii) Arising from movement of solidfloors, unless the foundationsbeneath the exterior walls of yourhome are damaged by the samecause and at the same time.6. Theft or attempted theft. • Loss or damage occurring duringa period of unoccupancy.• ­ Loss or damage caused by you, yourdomestic employees, lodgers, payingguests or tenants.

HOME INSURANCE EXTRA – BUILDINGS COVER 21The buildings are insured againstloss or damage caused by:We will not pay for:7. Escape of water from any washingmachine, dishwasher or plumbed indomestic water or heating installation.• Loss or damage occurring duringa period of unoccupancy.• Loss or damage caused by wateroverflowing from wash basins, sinks,bidets, showers, and baths as a resultof taps being left on in your home. (If it isaccidental damage and you have coverunder paragraph 15, this would be insuredsubject to the exceptions and excessapplicable to that paragraph.)• Loss or damage caused by the failure orlack of grout and/or sealant in your home.• Loss or damage caused by escapeof water from guttering, rainwaterdownpipes, roof valleys and gullies.• Loss or damage caused by subsidence,heave or landslip. (Subsidence or heaveof the site on which the buildings stand orlandslip caused by escape of water wouldbe insured under paragraph 5 and subjectto the exceptions and excess applicable tothat paragraph.)• Loss or damage that happens graduallyover a period of time.8. Collision with any aircraft or other aerialdevice (or anything dropped from them)or with any vehicle or animal.9. Leakage of oil from any fixed oil firedheating installation.• Loss or damage occurring duringa period of unoccupancy.10.Falling trees and branches. • Loss or damage to trees and branches.• The cost of removing fallen trees orbranches that have not caused damageto the home.11. Falling television and radio receivingaerials, aerial fittings or masts.This section also provides insurancefor the buildings against:We will not pay for:12.Accidental damage to underground • Damage for which you are not legallypipes or cables serving the buildings. responsible.• ­ Damage to any part of the pipe or cableabove ground level.

22 HOME INSURANCE EXTRA – BUILDINGS COVERThis section also provides insurancefor the buildings against:13.Accidental breakage of:i) fixed glass including ceramic hobsforming part of the buildings; andii) fixed sanitaryware forming part of thebuildings.14.Frost damage to any plumbed indomestic water or heating installation.We will not pay for:• Breakage occurring during a periodof unoccupancy.• Loss or damage occurring duringa period of unoccupancy.Paragraph 15 only applies if your policy schedule shows that extended accidentaldamage to buildings is included.The buildings are insured against:We will not pay for:15.Accidental damage. • Electronic failure.• ­ The costs of maintenance and routinedecoration, damage caused by anyprocess of cleaning or restoring, orelectrical or mechanical breakdown.• ­ Damage caused by settlement, shrinkageor expansion of the buildings or the site.• ­ Damage caused by vermin, insects or fungus.• ­ Damage caused by scratching or denting.• ­ Damage caused by wear and tear,depreciation, rot, the effect of light,atmospheric or climatic conditions or otherdamage that happens gradually over aperiod of time.• ­ Damage caused by chewing, scratching,tearing or fouling by domestic pets.• ­ Damage caused by water enteringthe buildings. (Water damage causedby an event under paragraphs 1 to 14 isinsured subject to the exceptions andexcess applicable to that paragraph.)• ­ Damage caused by faulty workmanship,defective design, or the use ofdefective materials.• ­ Damage occurring while the buildingsare undergoing demolition, structuralalterations or structural repairs.• ­ Damage caused by your lodgers, payingguests or tenants.(continues)

HOME INSURANCE EXTRA – BUILDINGS COVER 23The buildings are insured against:15.Accidental damage. (continued)We will not pay for:• ­ Damage from any cause described inparagraphs 1 to 14 of this section. (Suchdamage would be insured under theappropriate paragraph subject to theexceptions and excess applicable to thatparagraph.)We also provide cover for:We will not pay for:A. Loss of rent and alternativeaccommodation.During the period your home is madeuninhabitable by any cause coveredunder this section we will pay for:i) Loss of rent that is no longer payableto you.ii) Any ground rent which continues tobe payable by you.iii) The cost of comparable alternativeaccommodation if you are the occupier.B. The period between exchange ofcontracts and completion.i) You will be entitled to the benefitof the cover provided by paragraphs1 to 14 of section 1 of this policybetween exchange of contractsand completion of the purchaseprovided that:a) The period of insurance commenceson or before completion of thepurchase of the buildings.b) We received and accepted yourapplication for insurance cover onthe buildings prior to the date ofthe loss or damage.ii) If you contract to sell the buildings,the purchaser will be entitled to thebenefit of the cover provided by part1 of section 1 of this policy betweenexchange of contracts and completionof the sale provided that:a) the purchaser completes thepurchase; andb) the buildings are not otherwiseinsured.i) Loss or damage:• ­ That would be insured under anyother policy in the absence ofthis cover.• ­ That the seller is responsible formaking good.• ­ Occurring while the buildings arein the course of construction orundergoing demolition, structuralalterations or structural repairs.• ­ Occurring while the property is not fitfor normal living purposes.• ­ Occurring more than 90 days priorto completion of the purchase ofthe buildings.

24 HOME INSURANCE EXTRA – BUILDINGS COVERWe also provide cover for:C. Additional costs.If the following costs are incurred withour consent in making good the insuredloss or damage, we will pay for:i) Architects’, surveyors’, consultingengineers’ and legal fees.ii) The cost of clearing the site andmaking safe the damaged parts ofthe buildings.iii) Costs incurred solely because of theneed to comply with any statutoryrequirement or local authority by-law.iv) The cost of making good damage tolandscaped gardens caused by FireBrigade equipment and personnel inthe course of combating fire.We will not pay for:• ­ Fees incurred in the preparationof a claim.• ­ The cost of stabilising the site.• ­ The cost of removing trees other thanas is necessary to enable repairs to becarried out.• ­ Costs arising from a notice served priorto the date of the loss or damage.D. Tracing and accessing leaks insidethe home.The insurance provided by paragraphs7 and 9 of this section also covers thecosts involved in tracing the source ofthe escape of water or leakage of oiland replacement or repair of any walls,floors or ceilings (including fixtures andfittings attached to them), inside thehome where this occurs in the course ofthese investigations. Cover is subject tothe exclusions and excess that apply toparagraphs 7 and 9.E. Emergency access.We will pay for damage to the buildingscaused by fire, ambulance or policeservices if they have to make a forcedentry to your home as a result ofan emergency.F. Theft of keys.If your keys are stolen we will payfor the replacement and installationof door locks for any external door ofyour home.• Loss or damage that is otherwise insured.INFLATION PROTECTION UNDER PART 1The sum insured is linked to the House Rebuilding Cost Index published by the Building CostInformation Service of the Royal Institution of Chartered Surveyors. If this index is no longerpublished, we will use a suitable alternative index.Each month we will automatically adjust the sum insured in line with changes in the index. Atrenewal, the premium will be based on the adjusted sum insured. Should the index fall belowzero, we will not reduce the sum insured.During the period of repairs resulting from loss or damage, the sum insured will continue to beindex-linked, provided you ensure that the work is carried out without delay.

HOME INSURANCE EXTRA – BUILDINGS COVER 25CLAIMS SETTLEMENT UNDER PART 11. We will pay the cost to us of any necessary replacement or repair work carriedout, provided that, immediately prior to the incident giving rise to the damage, thebuildings are in good repair.Also see general condition 11. Our rights following a claim.2. We will either make a deduction for wear and tear from the cost to us of anynecessary replacement or repair work or, at our option, pay the reduction in marketvalue resulting from the damage, where:i) replacement or repair is not carried out; orii) immediately prior to the incident giving rise to the damage, the buildings are not ingood repair.3. The maximum amount we will pay in respect of any one claim is:i) Buildings (including additional costs)(see paragraph C).The sum recorded on yourpolicy schedule.ii) Loss of rent and alternativeaccommodation (see paragraph A).The sum recorded against the loss ofrent and alternative accommodation limiton your policy schedule.iii) For tracing and accessing leaks(see paragraph D).£5,000iv) For emergency access(see paragraph E).£1,000v) For theft of keys (see paragraph F). £750The sum insured will not be reduced following payment of a claim, provided that allreplacement or repair work is completed and any reasonable recommendations wemake to prevent further damage are carried out without delay.

26 HOME INSURANCE EXTRA – BUILDINGS COVERPART 2 – PROPERTY OWNERS’LIABILITY TO THIRD PARTIES.We will cover you against liability at law fordamages payable in respect of:We will not pay for liabilityarising from:• ­ death or bodily injury (including diseaseand illness);• ­ loss of or damage to material property;caused by an accident occurring during theperiod of insurance and incurred by you:i) as owner of the buildings;ii) in respect of any buildings previouslyowned and occupied by you for residentialpurposes and incurred as a result ofsection 3 of the Defective Premises Act1972 or the Defective Premises (NorthernIreland) Order 1975.Section 3 of the Defective Premises Act1972 provides that you are not relievedof any legal responsibility arising fromwork done on any building owned by yousimply because you sold that buildingafter the work was done.If this policy is cancelled when you sell yourhome, the cover provided by paragraph ii)above will continue for seven years from thedate that cover was cancelled, provided noother policy covers the liability.• ­ Death of or bodily injury (includingdisease and illness) to you or any personemployed by you.• ­ Loss of or damage to material propertybelonging to you or under your chargeor control.• ­ Your business or profession, except forthe letting of the buildings or any partthereof for private residential purposes.• ­ Accidents for which you may beresponsible as occupier of the buildings.• ­ The use or possession of lifts ormechanically propelled vehicles.• ­ A contractual obligation.CLAIMS SETTLEMENT UNDER PART 2The maximum amount we will pay for any one claim or number of claims arising out ofany one incident is:• ­ £2,000,000; and• ­ all legal costs and expenses that you have to pay, provided they are incurred with ourwritten consent.If you die, we will cover your personal representatives for any liability incurred by youand insured by this policy.VERY IMPORTANT NOTICE.Liability arising from incidents within the home and land belonging to it are, by law,nearly always the responsibility of the occupier rather than the owner. We do not coveryour liability as an occupier or your personal liability under this section but automaticallyinclude it with contents cover available under section 2 of this policy.

PART 3 – HOMEEMERGENCY COVER.HOME INSURANCE EXTRA – BUILDINGS COVER 27Cover under this part is insured by Inter Partner Assistance SA, The Quadrangle,106-118 Station Road, Redhill, Surrey RH1 1PR, and claims are managed on their behalfby HomeServe Claims Management Limited, Fulwood Park, Caxton Road, Fulwood, PrestonPR2 9NZ. Inter Partner Assistance SA is authorised by the Commission Bancaire, Financière etdes Assurances (CBFA) in Belgium (their regulatory arm) and authorised and regulated by theFinancial Conduct Authority (FCA) in the UK.See also the policy definitions on pages 9 -11.We will pay for:• ­ Call out charges, labour and parts ormaterials for immediate repairs tostabilise and remove the emergency.We will send a repairer to assess the situationand carry out emergency work arising from:1. Burst pipes or sudden leakage.2. Break in or vandalism, compromising thesecurity of your home.3. Storm damage causing water to enteryour home or likely to cause further loss ordamage to your home or its contents.4. Impact damage by falling trees, or by avehicle or a plane or aerial debris.5. i) Failure of your domestic water mainssupply leaving you with no runningwater.ii) Failure of your gas supply pipe leavingyou unable to use your gas appliances.iii) Failure of your domestic electricitysystem leaving your home withoutelectricity.iv) Blocked drains.6. i) Failure of your domestic hot watersystem.ii) Total failure of your central heatingsystem between the months ofSeptember and April inclusive.7. A smashed toilet bowl or cistern,or breakage of the cistern internalmechanism that prevents flushing.8. Sudden damage that either allows waterto enter the home, or compromisesthe security of the home, caused bysubsidence or heave or landslip breakingexternal windows, doors or their frames.We will not pay for:• ­ Routine day to day home maintenance.• ­ In connection with the boiler or warm airunit:i) Air locks in the central heating piping.ii) Malfunctioning of the central heatingwall or room thermostats.iii) Central heating failure in the monthsMay to August inclusive.iv) Failure of the central heating pump.v) Failure of zone or changeover valves.vi) Any claim involving a boiler or warmair unit with an output exceeding170,000 btu’s capacity.vii) Any boiler or warm air unit more thaneight years old.viii) Replacement of any boiler or warmair unit if repair or reinstatement isnot possible due to non-availabilityof parts.• ­ The following incidents or circumstances:i) Breakage of internal glass or of anybasin, bath, bidet or shower base.ii) Failure of any services where theproblem is situated outside theboundary of the plot of land on whichyour home is situated or beyondthe part of the sole or shared supplysystem or piping for which you arelegally responsible.iii) The cost of effecting permanentrepairs once the immediateemergency situation has beenresolved, including any redecorationor making good the structure, fixturesand fittings of your home.

28 HOME INSURANCE EXTRA – BUILDINGS COVERCLAIMS SETTLEMENT UNDER PART 3The maximum amount we will pay for call out labour and parts or materials arranged byus and arising from any one incident is £150 (including VAT). The maximum amount wewill pay for call out labour and parts or materials not arranged by us and arising from anyone incident is £50 (including VAT).GENERAL EXCEPTIONS APPLYING TO PART 3We will not pay for:1. Circumstances already known to you when you applied for insurance or before the periodof insurance begins.2. Damage to contents of your home.3. An insured event where the cost can be recovered from elsewhere, for example underanother insurance policy or maintenance agreement.4. Subsequent claims arising from the same cause or event where the original fault has notbeen properly repaired (unless the repair was carried out under the terms of this policy byour approved tradesman).5. Any deliberate act of any insured person.6. Electronic failure.GENERAL CONDITIONS APPLYING TO PART 3If work carried out exceeds £150 you will be expected to pay the repairer promptly.HOW TO GET HELP.After checking your circumstances are covered, please call the 24 houremergency helpline on:0845 155 6403(with your policy number)You should always immediately contact the emergency services or thepublic supply authority if there is an emergency that could result in seriousdamage or danger.Suspected gas leaks should always be reported to the National Gasemergency helpline on:0800 111 999

HOME INSURANCE EXTRA – CONTENTS COVER 29SECTION 2.CONTENTS ANDOCCUPIERS’ LIABILITY.Please note that this section only applies if it is shown on your policyschedule.See also the policy definitions on page 9 - 11 and the general conditions and exceptionson pages 12 -18.PART 1 – CONTENTS.The contents are insured againstloss or damage caused by:We will not pay for:• ­ The excess shown on your policyschedule under paragraphs 1 to 14 and Ato P of this section.1. Fire, smoke, explosion, lightningor earthquake.• ­ Loss or damage caused by tobaccoburns, scorching, melting, warping orother forms of heat distortion unlessaccompanied by flames. (If it is accidentaldamage and you have cover underparagraph 14 this would be insuredsubject to the exceptions and excessapplicable to that paragraph.)2. Riot, civil commotion, strikes or labourdisturbances.3. Malicious acts or vandalism. • Loss or damage occurring duringa period of unoccupancy.• ­ Loss or damage caused by you, yourdomestic employees, lodgers, payingguests or tenants.• ­ Computer virus.

30 HOME INSURANCE EXTRA – CONTENTS COVERThe contents are insured againstloss or damage caused by:We will not pay for:4. Storm or flood.5. Subsidence or heave of the site on whichyour home stands or landslip.6. Theft or attempted theft.7. Escape of water from any washingmachine, dishwasher or plumbed indomestic water or heating installation.• Loss or damage caused byunderground water.• ­ Loss or damage caused by:i) the compaction of infill;ii) settlement of the buildings; oriii) river or coastal erosion.• ­ Loss or damage arising from defectivedesign, defective materials or faultyworkmanship.• ­ Loss or damage occurring while yourhome is undergoing demolition, structuralalterations or structural repairs.• ­ Money and pedal cycles, unless forceand violence is used to gain entry toyour home.• ­ Any loss or damage if your home or anypart of it is let or lent, unless force andviolence is used to gain entry to yourhome.• ­ Loss or damage occurring during a periodof unoccupancy.• ­ Loss or damage caused by you, yourdomestic employees, lodgers, payingguests or tenants.• ­ Loss or damage occurring duringa period of unoccupancy.• ­ Loss or damage caused by wateroverflowing from wash basins, sinks,bidets, showers, and baths as a resultof taps being left on in your home.(If it is accidental damage and you havecover under paragraph 14, this wouldbe insured subject to the exceptionsand excess applicable to that paragraph.)• ­ Loss or damage caused by the failure orlack of grout and/or sealant in your home.• ­ Loss or damage caused by escapeof water from guttering, rainwaterdownpipes, roof valleys and gullies.8. Collision with any aircraft or other aerialdevice (or anything dropped from them)or with any vehicle or animal.• Loss or damage caused by domestic pets.

HOME INSURANCE EXTRA – CONTENTS COVER 31The contents are insured againstloss or damage caused by:We will not pay for:9. Leakage of oil from any fixed oil fired • Loss or damage occurring duringheating installation.a period of unoccupancy.10.Falling trees and branches.11. Falling television and radio receivingaerials, aerial fittings or masts.• ­ Loss or damage to trees and branches.• ­ The cost of removing fallen treesor branches.This section also provides insurance for thefollowing contents items against:We will not pay for:12.Accidental damage to businessequipment, televisions and their aerials,digital receivers, radios, computers andancillary equipment, and other audio andvideo equipment.• ­ Damage to items designed and intendedto be portable (such as laptops andmobile phones), or to hand held computerequipment and games.• ­ Electronic failure.• ­ Computer virus.• ­ Wear and tear.• ­ Electrical or mechanical breakdown.• ­ Damage caused in the processof cleaning, maintenance, repairor dismantling.• ­ Damage to records, cassettes, discs orother data storage devices.13.Accidental breakage of mirrors andglass tops to furniture and fixed glass(including ceramic hobs) in furniture.Paragraph 14 only applies if your policy schedule shows that extended accidentaldamage to contents is included.The contents are insured against:14.Accidental damage.We will not pay for:• ­ Electronic failure.• ­ Computer virus.• ­ Damage to clothing (including furs),money, food and drink.• ­ Damage caused by chewing, scratching,tearing or fouling by domestic pets.(continues)

32 HOME INSURANCE EXTRA – CONTENTS COVERThe contents are insured against:14.Accidental damage. (continued)We also provide cover for:We will not pay for:• ­ Damage caused by vermin, insects orfungus.• ­ Damage caused by scratching or denting.• ­ Damage caused by wear and tear,depreciation, rot, the effect of light,atmospheric or climatic conditions orother damage that happens graduallyover a period of time.• ­ Damage caused by dyeing, processof cleaning or restoring, maintenance,repair or dismantling, electrical ormechanical breakdown.• ­ The cost of remaking any film, tape ordisc or the value of any informationcontained on it.• ­ Damage caused during household removal.• ­ Damage caused by water enteringyour home. (Water damage caused by anevent under paragraphs 1 to 11 is insuredsubject to the exceptions and excessapplicable to that paragraph.)• ­ Damage occurring while your homeis undergoing demolition, structuralalterations or structural repairs.• ­ Damage caused by your lodgers, payingguests or tenants.• ­ Damage from any cause described inparagraphs 1 to 11 of this section. (Suchdamage would be insured under theappropriate paragraph subject to theexceptions and excess applicable tothat paragraph.)We will not pay for:A. Alternative accommodation.During the period your home ismade uninhabitable following lossor damage to the contents by anycause covered under this section,we will pay for the cost of comparablealternative accommodation.B. Loss or damage to contents during • Loss of or damage to china, glass,household removal by professionalearthenware and other items of a brittleremoval contractors.nature, unless they have been packed byThe contents are insured againstprofessional packers.accidental loss or damage while in • Loss of money.transit between your home and yournew permanent residence within GreatBritain, Northern Ireland, the Isle of Manor the Channel Islands by professionalremoval contractors. We will also covertemporary storage by professionalremoval contractors for up to three days.

HOME INSURANCE EXTRA – CONTENTS COVER 33We also provide cover for:We will not pay for:C. Your liability as a tenant.We will cover you against your legalliability as a tenant for:i) Loss, damage or breakage to yourhome and to landlord’s fixtures andfittings from any cause described inparagraphs 4, 6, 7, 9, 11, 12, 13 and 14of part 1 of section 1 of this policy,subject to the exceptions and excessapplicable to that paragraph.ii) Damage to internal decorationscaused by fire or smoke.D1.Contents temporarily removed fromyour home for up to 90 consecutive days.Provided that it is your intention toreturn the item(s) to your home, then theinsurance provided by paragraphs1 to 11 of this section also covers loss ordamage to contents:• ­ Loss or damage to pedal cycles.• ­ Loss or damage to any item that hasnever been in your home.• ­ Loss or damage to any item that hasbeen away from your home for morethan 90 consecutive days at the timeof the event that caused the lossor damage.• ­ Loss or damage that would be insuredunder any other policy in the absenceof this cover.i) In any building in Great Britain,Northern Ireland, the Isle of Man or theChannel Islands where you are living(other than while attending full timeeducation) or employed.ii) Elsewhere (other than while attendingfull time education) in Great Britain,Northern Ireland, the Isle of Man orthe Channel Islands.i) Theft of money unless force and violenceis used to gain entry.ii) Loss or damage:a) Due to storm or flood.b) Due to theft or attempted theft unlessthe contents are:– in a building or caravan and force andviolence is used to gain entry; or– in transit to or from a bank orsafe deposit.c) Caused by theft of money unless thetheft is from a building or caravanwhere force and violence is used togain entry.d) Occurring within the boundaries ofthe land belonging to your home.

34 HOME INSURANCE EXTRA – CONTENTS COVERWe also provide cover for:D2.Contents temporarily removed fromyour home while attending full timeeducation.Provided that it is your intention toreturn the item(s) to your home, thenthe insurance provided by paragraphs 1to 11 of this section also covers loss ordamage to contents in any building inGreat Britain, Northern Ireland, the Isle ofMan or the Channel Islands where you areliving while attending full time education.E. Contents in the garden.The insurance provided by paragraphs1 to 3 and 5 to 11 of this section alsocovers loss or damage to contentsoutside the home but within theboundaries of the land belonging toyour home.We will not pay for:• ­ Loss or damage:– To pedal cycles.– To any item(s) that has never been inyour home.– That would be insured under any otherpolicy in the absence of this cover.– Due to theft unless force and violenceis used to gain entry to the building.– While the contents are being worn,moved or carried.• ­ Loss or damage occurring during aperiod of unoccupancy.• ­ Loss or damage caused by stormor flood.• ­ Loss or damage to pedal cycles.• ­ Theft of money.• ­ Theft or attempted theft fromany unattended vehicle.• ­ Loss or damage to high risk property.F. Theft of keys.If your keys are stolen we will pay for thereplacement and installation of door locksfor any external door of your home.G. Personal assault. • Theft of money held or used forWe will pay you or your personalbusiness purposes.representatives £5,000 if you diewithin 60 days as a direct result ofinjuries received:i) In your home caused by thieves.ii) Due to robbery or hold up (whetherattempted or otherwise) elsewherein Great Britain, Northern Ireland, theIsle of Man or the Channel Islands.We will also pay up to a maximum of£100 for theft of money from you due torobbery or hold up occurring away fromyour home.H. Freezer contents.We will pay for food in a freezer cabinetor freezer compartment of a refrigeratorat your home made unfit for humanconsumption due to:i) A rise or fall in temperature.ii) Contamination by refrigerant orrefrigerant fumes.• ­ Loss of or damage to food if the freezercabinet or refrigerator is more than15 years old.• ­ Loss of or damage to food held or usedfor business purposes.• ­ Loss or damage due to the powersupply authority deliberately cuttingor reducing the supply to your home.

HOME INSURANCE EXTRA – CONTENTS COVER 35We also provide cover for:We will not pay for:I. Credit cards. • Loss unless you have complied with allWe will pay for loss from fraudulent use your credit cards’ terms and conditions.of your credit cards by unauthorisedpersons.J. Oil and metered water. • Loss occurring during a periodWe will pay for loss of oil or meteredof unoccupancy.water following accidental damageto your domestic water or heatinginstallations.K. Jury service. • The first seven days of any periodWe will pay for expenses or loss ofof jury service.earnings as a result of you being called • Expenses or earnings that can befor jury service.recovered from any other source.L. Special events.For one month before and one monthafter a special event or religious festivalwhere the value of contents owned byyou is increased due to purchases relatedto the special event or religious festival,the contents sum insured recorded onyour policy schedule is increased by 10%.M. New purchases.The insurance provided by paragraphs1 to 11 of this section also covers lossor damage to any single article, pair orset of high risk property that you havenot previously told us about, up to amaximum of £2,500 occurring within30 days of purchase.• ­ Loss or damage to articles for whichyou do not have proof of the dateof purchase.N. Reinstatement of documents. • Negotiable bonds or securities.We will pay the cost of preparing newtitle deeds to your home, bonds orsecurities if they are lost or damaged byany cause described in paragraphs 1 to11 and (if applicable) paragraph 14 of part1 of section 2 of this policy while in yourhome or while kept in your bank, buildingsociety or solicitor’s office.O. Plants in the garden.The insurance provided by paragraphs1, 2, 3, 6 and 8 of this section alsocovers loss of plants outside the homebut within the boundaries of the landbelonging to your home.

36 HOME INSURANCE EXTRA – CONTENTS COVERWe also provide cover for:P. Visitors’ personal effects.The insurance provided by paragraphs1 to 11 of this section also covers loss ordamage to your visitors’ clothing andpersonal belongings whilst in your home.We will not pay for:• ­ Loss or damage that would be insuredunder any other policy in the absence ofthis cover.• ­ Money, credit cards, securitiesand documents.• ­ Vehicles, pedal cycles, other meansof transport, caravans, trailers,aircraft, hovercraft, boats or theirparts or accessories.• ­ Property held or used for businessor trade.INFLATION PROTECTION UNDER PART 1The sum insured is linked to the general Retail Price Index published by the UK Government’sNational Statistics office. If this index ceases to be published, we will use a suitablealternative index.Each month we will automatically adjust the sum insured in line with changes in the index.At renewal, the premium will be based on the adjusted sum insured. Should the index fallbelow zero, we will not reduce the sum insured.

HOME INSURANCE EXTRA – CONTENTS COVER 37CLAIMS SETTLEMENT UNDER PART 11. We will at our option:i) replace as new;ii) pay the cost to us of replacing as new;iii) repair; oriv) pay the cost to us to repair;any item of contents (except for clothing more than two years old).Also see general condition 11. Our rights following a claim.2. We will make a deduction for wear and tear from the cost to us of replacement orrepair if clothing more than two years old is stolen or damaged.3. The maximum amount we will pay in respect of any one claim is:i) Contents. The sum recorded on yourpolicy schedule.ii) High risk property.a) In total, the sum recorded against thehigh risk property total limit on yourpolicy schedule.b) For a single article, pair or set, thesum recorded against the high riskproperty single article limit on yourpolicy schedule.iii) Business equipment.a) In total, the sum recorded against thebusiness equipment total limit onyour policy schedule.b) For a single article, pair or set, thesum recorded against the businessequipment single article limit on yourpolicy schedule.iv) Pedal cycles.£500 for any one cycle.v) Money. £500(continues)

38 HOME INSURANCE EXTRA – CONTENTS COVERCLAIMS SETTLEMENT UNDER PART 1 (continued)vi) Alternative accommodation(see paragraph A).The sum recorded against thealternative accommodation limit onyour policy schedule.Rent and other costs and expenseswhich you would have paid but for thedamage will be deducted from anypayment made.vii) Your liability as a tenant(see paragraph C).£5,000 or 10% of the sum insuredrecorded against contents on yourpolicy schedule, whichever is higher.viii) Contents temporarily removedfrom your home:1. For up to 90 consecutive days(see paragraph D1).2. While attending full timeeducation (see paragraph D2).1. a) £7,000 or 15% of the sum insuredrecorded against contents on yourpolicy schedule, whichever is higher.b) £1,000 for a single article, pairor set.2. a) £5,000 in total.b) £1,000 for a single article, pairor set.ix) Contents in the garden(see paragraph E).The sum recorded against thecontents in the garden limit on yourpolicy schedule.x) For loss or damage caused bytheft or attempted theft ofcontents in any garage anddomestic outbuilding.The sum recorded against the contentsin garages and domestic outbuildingslimit on your policy schedule.xi) Theft of keys (see paragraph F). £750xii) Personal assault(see paragraph G).a) £5,000 for death; andb) £100 for theft of money.xiii) Freezer contents(see paragraph H).The sum recorded against the freezercontents limit on your policy schedule.

HOME INSURANCE EXTRA – CONTENTS COVER 39CLAIMS SETTLEMENT UNDER PART 1 (continued)xiv) Credit cards (see paragraph I). £5,000xv) Oil or metered water(see paragraph J).£2,000xvi) Jury service (see paragraph K). £50 per day up to a maximum of £2,000.xvii) Special events (see paragraph L).10% of the sum insured recorded againstcontents on your policy schedule.xviii) New purchases(see paragraph M).£2,500xix) Reinstatement of documents(see paragraph N).£2,500xx) External satellite broadcastreceiving equipment.5% of the sum insured recorded againstcontents on your policy schedule.xxi) Plants in the garden(see paragraph O).£1,000xxii) Visitors’ personal effects(see paragraph P).£300We will not reduce the sum insured following a payment of a claim, provided that alldamage is made good without delay and any reasonable recommendations we maketo prevent further loss or damage are carried out without delay.

40 HOME INSURANCE EXTRA – CONTENTS COVERPART 2 – OCCUPIERS’ LIABILITYTO THIRD PARTIES.We will cover you against liability at law fordamages payable in respect of:We will We not will pay not pay for for liabilityarising arising from: from:• ­ death or bodily injury (including diseaseand illness);• ­ loss of or damage to material property;caused by an accident occurring during theperiod of insurance incurred by you:i) As occupier of:– Your home.– Land belonging to your home.– Any residential premises temporarilyoccupied for private purposes for nomore than 30 days in any one period ofinsurance.ii) As an employer of employees involvedin domestic duties at your home.iii) As a private individual anywhere inthe world but not as the occupier orowner of any premises or land or as theemployer of any employee.• ­ The transmission of any contagiousdisease by you.• ­ Death of or bodily injury (includingdisease and illness) to you.• ­ Loss of or damage to material propertybelonging to you or under your charge orcontrol.• ­ Any incident arising out of the ownership,custody or control of any horse, dog orpet if more specifically insured by anyother policy (or would be insured if thispolicy did not exist) except for any amountover the limit they will pay (and for whichpayment has been agreed) under thatother insurance.• ­ Death or bodily injury (including diseaseor illness) and loss or damage to propertyarising out of ownership, custody orcontrol by you or on your behalf of adog type specified in section 1 of theDangerous Dogs Act 1991 (or designatedfor the purposes of that section by anorder of the Secretary of State) or in theDangerous Dogs (Northern Ireland) Order1991.• ­ Death of or bodily injury to any employeearising out of:i) being carried in or upon a vehicle; orii) entering, getting on to or leavinga vehiclein circumstances where any road trafficlegislation requires insurance or security.• ­ Your business or profession.• ­ The ownership of any land or buildingincluding the home.• ­ A contractual obligation.(continues)

HOME INSURANCE EXTRA – CONTENTS COVER 41We will cover you against liability at law fordamages payable in respect of:We will not pay for liabilityarising from:(continued) • The ownership, use or possession of:i) Vehicles and other means of transportthat are mechanically propelled orassisted whether licensed for roaduse or not (other than domesticgardening implements used withinthe boundary of the land belongingto your home, mobility carriages,electric wheelchairs and electricallyassisted pedal cycles that are notrequired to be licensed if used on apublic road).ii) Aircraft, hovercraft, lifts (other thana stair lift) or water craft (other thanhand-propelled water craft).iii) Any caravan or trailer whilebeing towed.• ­ The use of firearms other than sportingguns used for sporting purposes.• ­ The use of horses for racing,steeplechasing or hunting.• ­ Loss or corruption of data directly orindirectly caused by the failure ormalfunction of electronic equipmentbelonging to you or under your chargeor control.CLAIMS SETTLEMENT UNDER PART 2Occupiers’ and private individuals’ liability to third partiesThe maximum amount we will pay for any one claim or number of claims arising out ofany one incident is:• ­ £2,000,000; and• ­ all legal costs and expenses that you have to pay, provided they are incurred with ourwritten consent.Employers’ liabilityIf the incident involves injury (including disease and illness) to a person working for youunder a contract of service or apprenticeship and injury arises out of and in the course ofsuch service or apprenticeship:• ­ The maximum amount we will pay is £5,000,000 in respect of any one claim ornumber of claims arising out of any one incident. The limit includes any claimants’costs and expenses and all other costs and expenses incurred with our writtenconsent.If you die, we will cover your personal representatives against liability incurred by youand insured by this policy.

42 HOME INSURANCE EXTRA – PERSONAL POSSESSIONSSECTION 3.PERSONAL POSSESSIONS INAND AWAY FROM THE HOME.Please note that this section only applies if it is shown on your policyschedule.See also the policy definitions on page 9 - 11 and the general conditions and exceptionson pages 12 -18.If the item is shown on your policy schedulewe will pay for:We will not pay for:• The excess shown on your policyschedule under this section.• Loss or damage listed under generalexceptions applying to section 3.Item 1 – loss of or damage to your personalproperty.Item 2 – loss of your money.Item 3 – loss of or damage to your pedalcycles and accessories on them (includingelectrically assisted pedal cycles that arenot required to be licensed if used on apublic road).• Loss or damage to property specificallyinsured under item 4 of this section.• Loss due to error, omission ordepreciation in value.• Loss or damage if the pedal cycle is beingused for racing.Item 4 – loss of or damage to articlesspecified on your policy schedule.We also provide cover for:We will not pay for:New purchasesThe insurance provided by item 4 of thissection also covers loss or damage to anysingle article, pair or set of high risk propertythat you have not previously told us about,up to a maximum of £2,500 occurring within30 days of purchase.• Loss or damage to articles for whichyou do not have proof of the date ofpurchase.

HOME INSURANCE EXTRA – PERSONAL POSSESSIONS 43GENERAL EXCEPTIONSAPPLYING TO SECTION 3.We will not pay for:1. Electronic failure.2. Computer virus.3. Loss or damage caused by:i) Chewing, scratching, tearing orfouling by your domestic pets.ii) Vermin, insects or fungus.iii) Scratching or denting.iv) Wear and tear, depreciation, rot, theeffect of light, atmospheric or climaticconditions or other damage thathappens gradually over a periodof time.4. Loss or damage caused by dyeing,process of cleaning or restoring,maintenance, repair or dismantling,electrical or mechanical breakdown.5. Loss of or damage to:i) Personal property, money or pedalcycles held or used for businesspurposes.ii) Sports equipment while in course ofplay.iii) Remote controlled models while inoperation.iv) Musical instruments involving onlyloss of tone, breakage of strings orbreakage of drum skins.6. Loss or damage caused by theft orattempted theft from any unattendedvehicle unless:i) All windows and sunroofs aresecurely closed and all doors and theboot are locked.ii) The property is completelyconcealed within the vehicle in aglove compartment, locked luggagecompartment or locked boot.7. Theft or attempted theft of an unattendedpedal cycle unless at the time of loss ordamage it was:i) in a locked building; orii) attached by a security device to apermanently fixed structure; oriii) immobilised by a security device.8. Theft of pedal cycle accessories unless:i) the pedal cycle is stolen at the sametime; andii) the theft of the pedal cycle is coveredunder this section.9. Loss arising from the cost of remakingany film or tape or the value of anyinformation contained on it.10. Loss or damage occurring outside GreatBritain, Northern Ireland, the Isle of Manor the Channel Islands if you have spentmore than 60 days in total away fromthis country during the current periodof insurance.11. Breakage of articles of a brittle natureunless specified under item 4 of section 3.12. Loss of or damage to business equipmentunless specified under item 4 of section 3.13. Theft or malicious damage caused byyou, your domestic employees, lodgers,paying guests or tenants.

44 HOME INSURANCE EXTRA – PERSONAL POSSESSIONSINFLATION PROTECTIONThe sums insured under items 1, 3 and 4 of section 3 are linked to the general Retail PriceIndex published by the UK Government’s National Statistics office. If this index ceases to bepublished, we will use a suitable alternative index.Each month we will automatically adjust the sum insured in line with changes in the index.At renewal, the premium will be based on the adjusted sums insured. Should the index fallbelow zero, we will not reduce the sum insured.VERY IMPORTANT NOTICE.The value of some of your personal possessions, particularly jewelleryand other valuables, is likely to fluctuate considerably. Individual articles,pairs or sets valued at or over £1,500 should be specified separately asthe maximum we will pay under Item 1 – personal property is £1,500. Westrongly recommend that you review the value of these items regularlyand seek professional advice if necessary. If the value of any of these itemschanges, please let us know.In the event of a claim, you will need to provide a professional valuation,receipt or proof of purchase predating the loss as proof of value andownership. We may not meet your claim, or the amount of the claim maybe reduced if you do not provide such proof.

HOME INSURANCE EXTRA – PERSONAL POSSESSIONS 45CLAIMS SETTLEMENT UNDER SECTION 31. We will at our option:i) replace as new;ii) pay the cost to us of replacing as new;iii) repair; oriv) pay the cost to us to repair;any article insured under items 1, 3 or 4 of this section without deduction for wear andtear. For clothing more than two years old insured under item 1, a deduction will bemade for wear and tear.Also see general condition 11. Our rights following a claim.2. For loss of money, we will pay the amount of the loss.3. The maximum amount we will pay in respect of any one claim is:i) Item 1 – your personal property. The sum insured recorded on your policyschedule (subject to inflation protection).The maximum amount we will pay forany one article, pair or set is £1,500.ii) Item 2 – your money.The sum insured recorded on yourpolicy schedule.iii) Item 3 – your pedal cycles.The sum insured recorded on your policyschedule (subject to inflation protection).The maximum amount we will pay for anyone pedal cycle (including its accessories) isthe sum recorded on your policy schedule.iv) Item 4 – articles specified on yourpolicy schedule.The sum insured recorded against thearticle on your policy schedule (subjectto inflation protection).v) Items 1, 2, 3 and 4. £2,000 in total in respect of loss from anyunattended vehicle.vi) New purchases. £2,500

46 HOME INSURANCE EXTRA – FAMILY LEGAL PROTECTIONSECTION 4.FAMILY LEGAL PROTECTION.Please note that this section only applies if it is shown on yourpolicy schedule.Claims under this section are managed on our behalf by DASLegal Expenses Insurance Company Limited.See also the policy definitions on page 9 - 11 and the general conditions and exceptionson pages 12 -18.DEFINITIONS.ADMINISTRATORThe service provider selected by us fromtime to time to administer the claims underthis section of the policy, currently DAS LegalExpenses Insurance Company Limited.CONDITIONAL FEE AGREEMENTA valid agreement made between youand your professional adviser with ourprior written consent. It needs to includeagreement that your professional adviser’scosts, or any part of them, are payable by youonly if your claim succeeds.COSTSi) all reasonable and necessary costs chargedby the professional adviser on a standardbasis or in accordance with the PredictableCosts scheme if this is appropriate; andii) all reasonable and necessary fees andexpenses you are ordered to pay or haveagreed to pay with the administrator’sprior written agreement;where these fees and expenses cannot berecovered elsewhere and have been agreedin writing by the administrator.GEOGRAPHICAL LIMITSGreat Britain, the Channel Islands, the Isle ofMan and Northern Ireland.INSURED EVENTAn incident or event which results in a legalaction or enquiry for which we provide coverunder A, B or C on the following pages.If there is more than one event arising atdifferent times from the same originatingcause, the date of occurrence is the date ofthe first event.

HOME INSURANCE EXTRA – FAMILY LEGAL PROTECTION 47LEGAL ACTIONThe pursuit or defence of a civil or criminalaction relating to an insured event, unlessexcluded elsewhere in this section. The legalaction must take place in a court within thegeographical limits.PROFESSIONAL ADVISERThe firm of solicitors or a suitably qualifiedtax adviser appointed to act for you.PROSPECTS OF SUCCESSIn the administrator’s reasonable opinion itis more likely than not that you will recoverdamages (or other legal remedy) or makea successful defence.The administrator will carefully consider allthe information you have provided as part ofthe claim which will be used to assess yourprospects of success and decide the mostappropriate course of action.We will pay your costs:A. To pursue a legal action directlyarising from:i) Your death or personal injury.ii) You buying or hiring goods orservices for your own private use.iii) An event which causes or couldcause physical damage to your homeor any nuisance or trespass whichaffects or will affect your owning orliving in your home.iv) Your contract of employment.We will not pay if:A. The costs are excluded under generalexceptions to section 4.i) The legal action has arisen as a resultof an accident involving a motorvehicle you were driving.ii) Less than £250 is in dispute or theagreement for buying or hiring thegoods or services was not madeduring the period of insurance.iii) The insured event happens within180 days of this insurance starting.iv) The insured event happens within90 days of this insurance starting.B. To defend a legal action directlyarising from:i) The private sale by you ofyour goods.ii) A motoring prosecution.B. The costs are excluded under generalexceptions to section 4.i) Less than £250 is in dispute or theagreement for selling the goods orservices was not made during theperiod of insurance.ii) You were driving a motor vehiclewithout a valid licence and/orinsurance.C. In connection with a formal enquiry C. The costs are excluded under generalby HM Revenue & Customs into your exceptions to section 4.private tax affairs.

48 HOME INSURANCE EXTRA – FAMILY LEGAL PROTECTIONGENERAL EXCEPTIONSAPPLYING TO SECTION 4.We will not pay for:1. The excess shown on your policyschedule.2. Costs associated with an appeal unless:i) It relates to an insured event that wecovered under this section.ii) You tell the administrator in writingthat you want to appeal at least sixworking days before you are requiredto give any notice of appeal.iii) The administrator considers that theappeal has prospects of success.3. Costs:i) That you pay or agree to pay beforethe administrator has written to acceptyour claim and your professionaladviser has agreed in writing that theywill help you comply with this section.ii) That are more than the administratorhas agreed.iii) Where you have entered into aconditional fee agreement or anyother form of alternative funding.iv) Awarded by an Employment Tribunalor Employment Appeals Tribunal (orequivalent) that you are ordered oragree to pay.v) Of any disciplinary, investigatory orgrievance procedure that is relatedto your contract of employment orcosts associated with a compromiseagreement.vi) From you or your professionaladviser’s unreasonable conductor default.vii) Where you do not comply with yourduties and obligations under thissection.4. Any compensation, penalty or taxes.5. Claims directly or indirectly caused by,arising from or contributed to by:i) Any matter connected with yourbusiness, profession or trade or aventure for gain, unless the insuredevent falls within A.i), A.iv) or B.ii) of‘We will pay your costs’.ii) Your dishonest or malicious (oralleged dishonest or malicious) act.iii) Town and county or equivalentplanning laws and regulations.iv) Anything to do with building,rebuilding, converting or extending allor part of your home.v) Subsidence, heave, landslip, mining orquarrying.vi) Patents, copyrights, trade marks,merchandise marks, registereddesigns, intellectual or artisticproperty, secrecy or confidentialityagreements.vii) Anything said or written about you.viii) Divorce, dissolution of registeredcivil partnership, matters relatingto marriage, living with a partner,residence and contact, maintenanceand affiliation.

HOME INSURANCE EXTRA – FAMILY LEGAL PROTECTION 49ix) Work by, or under the order of, anygovernment, public or local authority.x) Disputes between landlord and tenantor licensor and licensee.xi) Disputes in connection with a tax orlevy relating to your owning or livingin your home.xii) Stress, emotional or psychologicalinjury.xiii) Any dispute in connection withmedical treatment, advice, assistanceor care, whether it is given by amedical professional or recognisedbody or not.xiv) You driving a motor vehicle without avalid licence and/or insurance.xv) War, terrorism, piracy, invasion or civilunrest.xvi) Any software, stored program,computer, device or system failing (orpartly failing) because of a date basedevent.6. Application for judicial review.7. Attendance or representation atan inquest.8. Travelling expenses, subsistence orloss of earnings for absence from work,except those of an expert witness whoseappointment and costs the administratorhas agreed in advance.9. Any claim made under C of ‘We will payyour costs’:i) Where you have made a false ordeliberately misleading statementto HM Revenue & Customs in orabout your accounts, returns orother submissions.ii) For an investigation or enquiry bythe Special Compliance Office (orequivalent) or after transfer of anenquiry to them.iii) Where you have failed to keep orfile accurate, truthful and up to daterecords.iv) Where you have failed to comply withstatutory time limits or requirements.v) Which arises from an enquiry intoyour returns of business income orprofits.vi) For costs arising after HM Revenue& Customs has issued formal notice toyou that the enquiry has been completed.10.Any claim:i) Where the insured event does notoccur within the period of insurance.ii) Made against us, unless the insuredevent falls within A.iv) of ‘We will payyour costs’.iii) That arises under the Equal Pay Act1970 and any amending legislation.iv) Involving a manufacturer’s warrantyor guarantee.v) More specifically insured elsewhere,whether your claim under thatinsurance is successful or not.vi) That arises from a venture for gainor investments of any kind includingstocks or shares.vii) That is false or fraudulent.viii) Where you are responsible foranything that, in the administrator’sreasonable opinion, prejudices ourposition.

50 HOME INSURANCE EXTRA – FAMILY LEGAL PROTECTIONGENERAL CONDITIONSAPPLYING TO SECTION 4.1. Reporting your claimYou must:i) Tell the administrator about your claimas soon as reasonably possible andwithin 180 days of an insured event.ii) Provide, at your own cost, anyinformation or evidence that theadministrator may reasonably requirein order to assess your claim.If you are unsure about whether youneed to notify a claim or whether you areeligible, then call the administrator tospeak to one of their legal advisers.2. Accepting your claimWe will pay costs incurred after we acceptyour claim in writing and the professionaladviser has agreed in writing to help youcomply with this section.3. Prospects of successWe will pay costs as long as theadministrator considers that your claimhas prospects of success. If at anystage the administrator considers thatyour claim does not have prospects ofsuccess, the administrator will explaintheir decision to you in writing, and theadministrator will not provide any coverfor your claim. If you disagree with theadministrator’s decision, you can refer thematter to an arbitrator (section 4, generalcondition 11).4. Appointing of a professional adviserAt any time before the administratoragrees that legal proceedings need to beissued, the administrator will choose aprofessional adviser to act for you.You can appoint a solicitor of yourchoice by sending the name and addressof a suitably qualified person to theadministrator:i) where the administrator agrees thatlegal proceedings have to be initiated,orii) if there is a conflict of interest.The administrator may require yourprofessional adviser to act for youunder a conditional fee agreement if theprofessional adviser has been chosen bythe administrator.If you discontinue your instructions tothe professional adviser without theadministrator’s written permission,our liability will stop at once, and theadministrator may recover any costs thathave already been paid from you.5. Conduct of your claimYou must immediately instruct yourprofessional adviser to:i) Provide the administrator, as soon asreasonably possible, with:a) Their views on your claim’sprospects of success.b) Their hourly rate and estimate oftotal costs of pursuing or defendingyour claim.

HOME INSURANCE EXTRA – FAMILY LEGAL PROTECTION 51c) Any information, document or filethe administrator asks for (includingyour professional adviser’s files)that relate to your claim, whetherprivileged or not.ii) Keep the administrator fully andpromptly updated during your claim:a) On your claim’s progress, includingany offers to settle.b) Of any change in their views aboutyour claim’s prospects of success.c) Of any change to their estimate ofcosts.We will only meet the costs of your claim:i) which have been agreed in advance bythe administrator as to both amountand purpose; andii) so long as there are prospectsof success.We will set spending limits for yourprofessional adviser’s fees and chargesduring your claim. If this limit is exceededwithout our prior written consent, we willnot pay for anything above the spendinglimit. Setting a limit will not affect ourrights under general condition 10 tosection 4.6. Co-operating with us and yourprofessional adviserWe will not be able to deal with your claimunless you co-operate with:i) Us and the administrator at alltimes and reply promptly to anycorrespondence concerning your claim.ii) Your professional adviser at all times,provide all information and attendmeetings and hearings wheneverrequested.7. Investigating and paying your claimThe administrator will carefully investigateand consider all the information you haveprovided as part of the claim. A decisionmay be made to pay you a sum estimatedto match the value of your claim, insteadof providing cover for your costs.8. SettlementYou or your professional advisermust immediately write and tell theadministrator about any offer to settleyour claim, including offers relating tocosts. You must not accept any offerswithout first obtaining the administrator’sconsent. The administrator will notwithhold their consent in relation to anoffer that a reasonable adviser wouldrecommend to a private fee paying client.If you do not accept an offer theadministrator views as reasonable, we willnot pay any further costs.9. Withdrawal and discontinuanceIf you withdraw or discontinue your claimwithout the administrator’s prior writtenconsent then we will not pay costs and wewill be entitled to recover from you anycosts paid or incurred prior to withdrawalor discontinuance. The administrator willnot withhold their consent to a withdrawalor discontinuance that a reasonableadviser would recommend to a private feepaying client.

52 HOME INSURANCE EXTRA – FAMILY LEGAL PROTECTION10. Assessment and recovery of costsIf the administrator asks, you mustinstruct your professional adviser tosubmit all of their files and any bill ofcosts to the administrator. The bill ofcosts may be submitted by them forcourt assessment, certification by theappropriate professional body or auditingby the administrator’s choice ofcost consultants.If costs are awarded or agreed to be paidto you, you must take reasonable steps torecover these, or you must instruct yourprofessional adviser to do so.If the costs of your case are more thanthe sum insured, you will divide any costsawarded or agreed to be paid to youbetween you and the administrator. Thesecosts will be divided in proportion to theamounts that both we and you have paid,or would be liable to pay, if you had notrecovered the costs from your opponent.You must immediately pay theadministrator any amount that is due tous, or instruct your professional adviser todo so.11. DisputesIn event of dispute arising out of thispolicy, you may refer the matter toarbitration. Further details can be providedupon request.12. Agreement or decisionNeither we nor the administrator arebound by any agreement that you or yourprofessional adviser makes without theadministrator’s prior approval or consent.CLAIMS SETTLEMENT UNDER SECTION 4The maximum amount we will pay for any one claim or number of claims arising out ofany one incident, is the sum insured recorded on your policy schedule.

HOME INSURANCE EXTRA – CUSTOMER HELPLINES 53CUSTOMERHELPLINES.As part of your Legal & General policy, you can call our helplines forassistance. These are open 24 hours a day, 365 days a year except for thetax helpline, which is available between 9am and 5pm Monday to Friday(other than public holidays).LEGAL AND TAX HELPLINEThese helplines are provided on our behalf by DAS Legal Expenses Insurance CompanyLimited. They will give you expert advice on any legal or tax problem that directly affects you.They will advise you on the laws and practices of Great Britain, Northern Ireland, the Isleof Man and the Channel Islands. Our tax helplines can give you advice on the tax laws andpractices of Great Britain and Northern Ireland. DAS will confirm their advice in writing ifappropriate.They do not though, offer any advice about your business, trade or profession.There is no additional charge for using the helpline and we might even cover certain legal costsand expenses if you have chosen the family legal protection section.0370 050 0962DOMESTIC EMERGENCYIf you have chosen section 1 buildings, property owner’s liability and home emergency cover,then you may be covered for certain home emergency costs.You should call the home emergency helpline on: 0845 155 6403If you have not taken this section of cover you can phone the domestic emergencyhelpline on: 0800 408 9103We will locate the nearest suitable tradesman and advise costs.You will be responsible for the tradesman’s fees, but if the damage is covered by your policyyou may submit a claim in the usual way.We may record and monitor calls. Call charges will vary.

54 HOME INSURANCE EXTRA – COMPLAINTS PROCEDUREOUR COMPLAINTSPROCEDURE.We always aim to treat you with fairness, courtesy and respect for yourinsurance needs, and keep you informed. This commitment extends todealing with any complaints you might have in a straightforward, helpfulway, as quickly as possible.IF YOU HAVE A COMPLAINT OTHER THAN HOME EMERGENCY AND FAMILYLEGAL PROTECTION:Please contact us quoting your policy or claim number.0370 900 3110 We may record and monitor calls. Call charges will vary.Legal & General Insurance Centre City House, The Podium 5 Hill Street, Birmingham B5 4USIF YOU HAVE A COMPLAINT IN RELATION TO HOME EMERGENCY COVER:Please contact HomeServe quoting your policy or claim number.0845 155 6403Customer Relations, HomeServe, Cable Drive, Walsall, West Midlands WS2 7BNIF YOU HAVE A COMPLAINT IN RELATION TO FAMILY LEGAL PROTECTION:Please contact DAS quoting your policy or claim number.0370 050 1575Customer Relations Department, DAS Legal Expenses, Insurance Company Limited,DAS House, Quay Side,Temple, Back, Bristol BS1 6NHIF YOU REMAIN DISSATISFIED, YOU CAN COMPLAIN TO:Financial Ombudsman Service,South Quay Plaza, 183 Marsh Wall, London E14 9SR0800 023 4567 (calls to this number are normally free for people ringing froma “fixed line” phone – but charges may apply if you call from a mobile phone)0300 123 9 123 (calls to this number are charged at the same rate as 01 or 02numbers on mobile phone tariffs)complaint.info@financial -ombudsman.org.ukwww.financial -ombudsman.org.ukMaking a complaint will not affect your legal rights. For further information about yourlegal rights, please contact your local authority Trading Standards department or CitizensAdvice Bureau.

USEFUL PHONE HOME NUMBERS.INSURANCE EXTRA – GENERAL INFORMATION 56GENERAL HOME INSURANCE ENQUIRIES0370 900 3110HELPLINESLegal helpline0370 050 0962 (24 hour)Domestic emergency helpline0800 408 9103 (24 hour)MAKING A CLAIMHome insurance0370 900 5565 (24 hour)Home emergency cover(provided you have selected buildings insurance)0845 155 6403 (24 hour)Family legal protection (if selected)0370 050 0962 (24 hour)We may record and monitor calls. Call charges will vary.www.legalandgeneral.comLegal & General Insurance LimitedRegistered in England and Wales number 00423930Registered office: One Coleman Street, London EC2R 5AAWe are authorised by the Prudential Regulation Authority and regulated by theFinancial Conduct Authority and the Prudential Regulation Authority.(Financial Services Register number: 202050)We are members of the Association of British Insurers.XRA PB QGI0006667 04/13 V2.0 A001250