Your home insurance

policy booklet
Welcome to Privilege Contents
FAQs3
This booklet tells you about your
home insurance Glossary4

About the policy Making a claim 7

Your policy is made up of Your policy limits  8
> this policy booklet
> your home insurance details. Section 1: Buildings 10

Please read these documents carefully and Section 2: Contents 18

keep them safe in case you need them.
Section 3: Personal Possessions 28
Words in bold type
Section 4: Family Legal Protection 32
Some of the words and phrases we use in
this booklet have a specific meaning. We’ve Section 5: Home Emergency 40
highlighted these words using bold type. You
can find the exact meanings of these words This policy doesn’t cover 45
in the ‘Glossary’ on page 4.
Other conditions you need 47
to know about
What you need to do
How the policy works 49
> Please read this policy booklet and your
home insurance details to make sure you If you have a complaint 53
know exactly what your insurance covers.
Everything else 54
> Check your home insurance details, which
sets out the information you’ve given us. What is ‘water escape’? 55
> If you think there’s a mistake, or if you
need to make changes, you should tell us
immediately.
> If you don’t give us correct and complete
information, or if you don’t tell us about any
changes:
• your policy may be invalidated
• we may reject your claim
• we may not pay your claim in full.

Page 2
 FAQs

FAQs
What changes do I need to tell Do I have to tell you if my home
you about? will be unoccupied?
You must tell us as soon as possible about any If your home is going to be unoccupied for
changes that could affect the level or cover of more than 60 days, you must contact us before
your insurance. this happens, so we can tell you about how this
There’s a list of the kind of changes that you affects your insurance.
need to tell us about below, but this is only to See page 49 for more about telling us that your
give you an idea. If you’re not sure whether to home will be unoccupied.
tell us about a change, please contact us to ask.
See page 49 for more about telling us about What don’t you cover?
changes. ✘ The main things we don’t cover are:
A few examples of the changes you need to > Wear and tear.
tell us about > Maintenance and routine decoration.
Tell us if you: > Reduction in value.
> Are expecting to leave your home > Damage from domestic animals.
unoccupied for more than 60 days. > Damage that’s caused gradually.
> Change your address. > Faulty workmanship, faulty design or the
> Have any work done to your home, other use of faulty materials.
than routine maintenance or decoration. > Items used for business purposes.
> Are prosecuted for any offence (other than > Some losses if your home is unoccupied
motoring offences). for more than 60 days.
> Let out your home, or a paying guest moves > Mechanical breakdown.
in.
This is just a summary, and doesn’t include
> Use your home for business purposes. We everything that we don’t cover. Please see
don’t count paperwork, telephone calls, child ‘This policy doesn’t cover’ on page 45.
minding and computer work.
> Let your home out as a holiday home. Can I manage my policy online?
> Become aware that your sums insured may
You can see your home insurance policy, make
be too low.
changes and renew on our website.
Do I have to pay a charge privilege.com/my-account
if I change anything? Or, use your phone to scan this QR code.
You can make a change to the policy at any time
during the period of insurance. If you do this,
you may have to pay an administration fee as
well as any additional premium. Please see your
home insurance details for more information on
the administration fee.

Page 3
Glossary
Contents Any of the following that you’re
About the glossary responsible for, or that belong to you or
domestic staff who live with you:
When we use these words or terms in the
policy, they have these specific meanings > Household goods.
(unless we say differently). > Personal possessions.
‘Section 4 – Family Legal Protection’ > Camping equipment.
and ‘Section 5 – Home Emergency’ also > Satellite dishes and aerials.
include additional words or terms that > Other articles.
have specific meanings – you can find
✘ But not:
these at the start of the relevant sections.
> Vehicles, except as mentioned below.
> Any living creature.
Accidental damage Sudden, unintentional and
> Landlord’s fixtures and fittings.
unexpected physical damage.
> Financial certificates (securities), or other
Bike Any bike and its accessories. This certificates and documents – except
includes electrically powered bikes. driving licences and passports.
Buildings This includes your private home, and > Money.
the following if they are part of your home: We’ll also cover theft or fire damage for any of
> Its fixtures and fittings. the following. We’ll do this if they’re not being
> Swimming pools. used, and are in your home, a locked garage,
or a locked outbuilding:
> Permanently fixed hot tubs.
> Electric scooters.
> Tennis courts.
> Electric skateboards.
> Patios and terraces.
> Hoverboards.
> Drives and footpaths.
> Segways.
> Garden walls.
> Powered unicycles.
> Gates and fences.
If you claim for these, the total we’ll pay is the
> Hedges.
‘Theft from outbuildings or garages’ policy limit
> Service tanks and septic tanks. shown in ‘Your policy limits’ on page 8.
> Central heating fuel storage tanks.
✘ We don’t cover any liability while these items
> Drains, pipes and cables. are being used.
Business Any employment, trade or profession. Endorsement A change to your policy terms
Business equipment Any electronic office that we’ve agreed with you. We’ll show any
equipment used for business purposes while endorsements in your home insurance details.
it’s in your home. For example: computers, Excess The amount you must pay towards
printers and photocopiers. any claim.
✘ But not:
> Smartphones.
> Other mobile phones.
> Tablets.

Page 4
 Glossary

High-risk items Items you need to tell us about Non-paying guest Anyone temporarily living
on your policy if they’re above your single item with you in your home with your permission,
limit. For example: without paying you.
> Jewellery. Paying guest Anyone who pays to live with you
> Watches. in your home with your permission. It doesn’t
> Electronics, including computers, laptops, matter how long they are staying.
mobile phones, televisions and sound systems.
Period of insurance The length of time the
> Works of art. policy covers you for, shown in your home
> Collections, including coins, stamps, medals insurance details.
or alcohol.
Personal possessions High-risk items, sports
> Clothing and furs.
equipment and bikes that belong to you. This
> Items, sets or collections of gold, silver, also includes any of the following that belong
or other precious metals. to you, or that you’re legally responsible for:
> Sports equipment. > Luggage.
> Photographic equipment. > Clothes.
This isn’t a complete list. If you aren’t sure > Other items that you normally wear or carry.
whether you need to tell us about an item,
please contact us to ask. Professional customer representative
A claims handler or company acting for you in a
Home – everywhere except in Section 5: professional or business capacity. For example,
Home Emergency The main residence that this could include a claims management
you occupy, at the address shown in your company or loss assessor. It wouldn’t include
home insurance details, including its domestic a person acting in a private capacity, such as a
garages and outbuildings. relative.
Home insurance details The document that: Sports equipment Items used for sports
> Identifies the policyholder. activities, including sports clothes designed
> Sets out the details of the cover chosen. for any sport activity.
> Records the information the policyholder has ✘ But not:
given us. > Bikes (see page 4 for our definition
of bikes).
Money This includes any of the following that
belong to you, and aren’t used for business United Kingdom (UK)
purposes: > Great Britain.
> Cash and bank notes. > Northern Ireland.
> Cheques. > the Isle of Man.
> Money orders and postal orders. > the Channel Islands.
> Traveller’s cheques.
Unoccupied It has been more than 60 days
> Savings certificates and share certificates.
since you last consistently slept at your home.
> Premium Bonds. This doesn’t include occasional visits and stays.
> Travel tickets. Please see ‘If your home is unoccupied’ on
> Postage stamps (that aren’t part of a page 45 and ‘Telling us that your home will be
collection). unoccupied’ on page 49.
> Phone cards.
> Lunch vouchers.
> Vouchers and cards with a cash value.

Page 5
Glossary continued

Vehicles Any vehicle or toy propelled by any we, us, our, the company U K Insurance
kind of motor. This includes: Limited. To make reading easier, we haven’t
> Caravans. used bold for these words in the text.
> Trailers. You, your – everywhere except in Section
> Aircraft. 5: Home Emergency The person or people
> Watercraft. named in your home insurance details, and any
family members who normally live with them. To
> Land yacht.
make reading easier, we haven’t used bold for
> Wind-powered or wind-assisted vehicles. these words in the text.
It also includes any of the following for these
vehicles:
> Keys and key fobs.
> Parts and accessories, except for removable
entertainment or navigation equipment, while
it’s outside the vehicle.
✘ But not:
This definition doesn’t include the following,
while they’re being used for their intended
purpose by a person that they were designed
for.
> Ride-on lawnmowers.
> Electrically powered wheelchairs and
mobility scooters.
> Electrically powered children’s ride-on
toys.
> Electrically assisted bikes.
> Pedestrian-controlled electrically powered
golf trolleys.
> Model watercraft.
> Hand-propelled watercraft (such as a
surfboard or rowing boat).

Page 6
 Making a claim

Making a claim

If you need to claim Need to claim?

0345 246 0223
These steps will help you, and enable us
Monday to Friday 8am to 8pm
to process your claim quickly.
Saturday 9am to 5pm
Please get in touch as soon as you can.
Do it online
Before you call
privilege.com/claims > Don’t arrange a replacement or repair before
Or, use your phone to scan this QR code. you call.
> Have the following ready:
• Your policy number.
• Your crime or loss reference number (if you
need one for your claim).
• Information about the extent of loss or
damage.

Home Emergency
– see section 5
If you have an emergency, including
problems with your plumbing, heating,
electrical supply or drains.

0345 301 6243

24 hours, 365 days a year

Family Legal Protection

– Legal Helpline
0370 607 1177
24 hours, 365 days a year

Page 7
Your policy limits
We’ll provide cover up to these amounts, depending on the type of claim and your cover level.
Your home insurance details will show you what your cover is and which of these policy limits
apply to you. Please see the rest of the policy booklet for further detail and restrictions.
These limits don’t apply to high-risk items you’ve declared.

Home Insurance Platinum Home Insurance

Buildings Our standard cover Our enhanced cover
Buildings sum insured Check your home insurance details
Trace and access 4 £1,000 4 £5,000
Loss of keys 4 Included
Clearance costs 4 Included up to buildings sum insured
Professional fees 4 Included up to buildings sum insured
Alternative accommodation,
4 £25,000 4 £50,000
kennel fees and lost rent
Government or local authority
4 Included up to buildings sum insured
regulations and requirements
Emergency entry to buildings 4 Included up to
8
and gardens buildings sum insured
Matching sets and suites 8 4 Included
Check your home Replaced by ‘Full accidental
Limited accidental damage to buildings
insurance details damage to buildings’
Optional – check your
Full accidental damage to buildings 4 Included
home insurance details
Property owner’s liability 4 £2,000,000 4 £5,000,000

Home Insurance Platinum Home Insurance

Contents Our standard cover Our enhanced cover
Contents sum insured Check your home insurance details
High-risk items: single item limit 4 £2,000 4 £4,000
Bikes: per bike 4 £500 if included 4 £1,000
Loss of keys 4 Included
Alternative accommodation,
4 £15,000 4 £30,000
kennel fees and storage
Contents outside 4 £500 4 £2,500
Theft from outbuildings or garages 4 £1,000 4 £5,000
Contents temporarily away from the home 8 4 £10,000
Contents at university, college
8 4 £10,000
or boarding school
Downloaded content 8 4 £3,000

Page 8
 Your policy limits

Home Insurance Platinum Home Insurance

Contents continued Our standard cover Our enhanced cover
4 £2,500 overall limit. Limit
Garden plants 8
for an individual plant: £500
Visitors’ belongings 8 4 £1,000
Births, weddings, civil partnerships 4 Automatic increase of the
8
and religious festivals contents sum insured by 10%
Title deeds 4 Included up to contents sum insured
Money 8 4 £500
Business equipment 8 4 £10,000
Matching sets and suites 8 4 Included
Check your home Replaced by ‘Full accidental
Limited accidental damage to contents
insurance details damage to contents’
Optional – check your
Full accidental damage to contents 4 Included
home insurance details
Personal liability 4 £2,000,000 4 £5,000,000
Employers’ liability 4 £5,000,000 4 £10,000,000
Tenant’s liability 4 £5,000 4 £10,000

Home Insurance Platinum Home Insurance

Personal Possessions Our standard cover Our enhanced cover
4 Included if you have
Optional – check your
contents cover – check
Personal Possessions home insurance details
your home insurance
for cover limits
details for cover limits
Personal possessions: single item limit
4 £2,000 if included 4 £4,000
(excluding bikes)
Bikes: per bike 4 £500 if included 4 £1,000
Theft from unattended motor vehicle 4 £250 if included 4 £1,000
Money 4 £250 if included 4 £500
Length of cover for overseas travel 4 60 days if included 4 60 days
Matching sets and suites 8 4 Included

Home Insurance Platinum Home Insurance

Family Legal Protection Our standard cover Our enhanced cover
Optional – check your
Family Legal Protection 4 Included
home insurance details

Home Insurance Platinum Home Insurance

Home Emergency Our standard cover Our enhanced cover
Optional – check your
Home Emergency 4 Included
home insurance details

Page 9
Section 1: Buildings

Buildings Buildings – core cover

This section explains how we cover If you have buildings cover, core cover
damage or other problems to do with is included with:
your buildings.
Home Insurance
Our standard cover
If you have buildings cover, you’ll see it on
Platinum Home Insurance
your home insurance details. Our enhanced cover

What’s covered
We’ll cover your buildings for loss or damage
caused by any of the following.

✔ Storm or flood
✘ We don’t cover:
> Damage to fences, gates or hedges.
> Damage from frost.

✔ Theft or attempted theft

✘ We don’t cover:
> Damage caused by any paying guest or
tenant.
> Loss or damage when your home is
unoccupied.

✔ Fire, explosion, lightning, earthquake and

smoke
✘ We don’t cover loss or damage caused by:
> Heat without flames.
> Tobacco burns without flames.

✔ Vandalism or malicious acts

✘ We don’t cover:
> Damage caused by any paying guest or
tenant.
> Loss or damage when your home is
unoccupied.

✔ Being hit by vehicles, aircraft,

flying objects and animals
We also cover damage from anything that
drops from an aircraft or flying object.

Page 10
 Section 1: Buildings

✔ Water or oil escape ✔ Frost damage to water pipes and tanks

We only cover water or oil escaping from: ✘ We don’t cover:
> Fixed water or heating systems. > Outside water pipes or tanks.
> Underground drains and pipes. > Water pipes or tanks in outbuildings.
> Domestic appliances. > Loss or damage when your home is
> Storage tanks. unoccupied.
✘ We don’t cover: ✔ Subsidence, heave or landslip
> Tanks, pipes, appliances or heating We only cover subsidence or heave of the
systems themselves. site your home stands on, or landslip.
> Damage caused by failure of, wear and
We cover the following if your home is
tear to, or lack of grouting or sealant.
damaged at the same time and by the same
> Loss or damage when your home is cause:
unoccupied.
> Outdoor swimming pools.
✘ We don’t cover subsidence, heave or landslip > Tennis courts.
damage caused by escaping water or oil.
> Patios and terraces.
However, you may have cover under the
section Subsidence, heave or landslip below. > Drives and footpaths.
✘ We don’t cover the cost of removing and > Garden walls.
replacing any part of the buildings to find > Gates and fences.
and repair the source of water or oil leaks. > Hedges.
However, you may have cover under the > Service tanks and septic tanks.
Trace and access section below.
> Central heating fuel storage tanks.
✘ We don’t cover loss or damage caused if taps > Drains, pipes and cables.
have been left on in your home and water
overflows from: We cover solid floor slabs if your home’s
foundations are damaged at the same time
> Sinks or wash basins.
and by the same cause.
> Bidets.
✘ We don’t cover damage from:
> Showers and baths.
> Normal bedding down of new structures,
However, you may have cover if you have Full or shrinkage.
accidental damage. Your home insurance
> Settling of newly made-up ground.
details will show if you have this cover.
> Coastal or river erosion.
✔ Trace and access > Demolition, structural repairs or alterations
We’ll cover removing and replacing any to your buildings.
part of the buildings to find the source of
any water or oil escaping from tanks, pipes,
appliances or fixed heating systems that is
causing damage to the buildings.
The total we’ll pay is shown in ‘Your policy
limits’ on page 8.
✘ We don’t cover:
> Tanks, pipes, appliances or heating
systems themselves.

Page 11
Section 1: Buildings continued

✔ Falling TV aerials, radio aerials,

satellite dishes and their fittings
Buildings – additional cover
We’ll cover your buildings for loss or damage If you have buildings cover, additional
caused by falling: cover is included with:
> TV aerials.
Home Insurance
> Radio aerials. Our standard cover
> Satellite dishes. Platinum Home Insurance
> Fittings for any of the above. Our enhanced cover
✘ We don’t cover damage to aerials or dishes
themselves, or their fittings. However, you
may have cover for these if you have our What’s covered
Contents cover. Your home insurance details We’ll cover the following.
will show if you have this cover.
✔ Service pipes and cables
✔ Falling trees or branches
We’ll pay for accidental damage to
✘ We don’t cover damage to fences, gates or underground drains, pipes, cables and
hedges. tanks if:
✔ Riot, civil unrest, labour disputes or > you’re legally responsible for them, and
political disturbance > they provide services to or from your
home.
✔ Weight of snow
✘ We don’t cover loss or damage when your
We cover loss or damage caused by weight home is unoccupied.
of snow for garages and outbuildings,
but only if they are built of brick, stone or ✔ Loss of keys
concrete, and have a tile or slate roof. If your keys are lost or stolen, we’ll pay to
✘ We don’t cover damage to fences, gates and replace and fit locks:
hedges. > On the outside doors of your home.
> To any safe or alarm system in your home.

✔ Clearance costs
We’ll pay for the cost of clearing the site and
making it safe. We’ll cover this if:
> it’s necessary before repairing or
rebuilding the buildings, and
> it follows damage that we’re covering
under this section (Section 1: Buildings).

✔ Professional fees
We’ll pay fees for any of the following if they
are necessary for us to rebuild your home:
> Chartered architects.
> Surveyors.
> Suitably qualified consultants.
> Legal fees.
✘ We don’t cover any fees for preparing your
claim.
Page 12
 Section 1: Buildings

✔ Alternative accommodation, kennel fees

and lost rent
Buildings – enhanced cover
You must agree costs with us before making If you have buildings cover, extra cover
arrangements. If you don’t do this, we may is included with:
not cover your costs.
Platinum Home Insurance
We’ll cover alternative accommodation for Our enhanced cover
you, kennel fees for your pets, and lost rent if:
> Your home is uninhabitable while it’s being
repaired, due to a claim we’ve accepted This cover is not included with:
under this section (Section 1: Buildings). Home Insurance
> Your home is occupied by squatters. Our standard cover

Any alternative accommodation will reflect

your needs.
What’s covered
We’ll review each claim, taking into account
how long you’ll need the accommodation, We’ll provide additional cover for loss or
where it needs to be, and how many people damage to your buildings as follows.
will live there. We’ll only cover alternative
accommodation for the shortest period ✔ Emergency entry to buildings and gardens
necessary to return your home to a condition We’ll pay for loss of, or damage to, your
that’s habitable for you to live in. buildings or garden landscaping caused by
The total we’ll pay for this is shown in emergency services making a forced entry
‘Your policy limits’ on page 8. because of an emergency that involves you.

✘ We don’t cover: The total we’ll pay for this is shown in

‘Your policy limits’ on page 8.
> The cost of any subscription services
(such as Netflix) for your alternative ✔ The time between exchange and
accommodation. completion
> Any costs connected to keeping livestock We’ll cover the buyer of your home under
or horses. Section 1: Buildings until your sale completes.
We’ll do this if the property isn’t insured under
✔ Government or local authority regulations
any other policy.
and requirements
If you need cover for the time between sale
We’ll cover the additional costs of rebuilding
of your current home and completion on your
or repairing a damaged part of the buildings
new home, please call us.
if this is necessary to meet government or
local authority regulations or requirements. ✔ Matching sets and suites
We’ll only do this if it follows damage that
we’re covering under this section (Section 1: We’ll pay to replace or repair any undamaged
Buildings). items that are part of a set or suite. We’ll do
this if:
✘ We don’t cover this if you were told about the
> they are part of a bathroom suite or fitted
requirement before the damage happened.
kitchen, and
> the damaged part can’t be repaired or
replaced.
If we pay the full replacement cost, you may
need to give us the undamaged parts of the
set or suite. We’ll contact you if you need to
do this.

Page 13
Section 1: Buildings continued

Buildings – limited Buildings – full

accidental damage accidental damage
If you have buildings cover and bought If you have buildings cover, full accidental
your policy before November 2013, you damage is included with:
may have limited accidental damage with:
Platinum Home Insurance
Home Insurance Our enhanced cover
Our standard cover

Your home insurance details will It’s an optional extra with:

show if you have this cover. Home Insurance
Our standard cover
This cover is not included with:
Your home insurance details will
Platinum Home Insurance show if you have this cover.
Our enhanced cover

because it’s replaced by

‘Buildings – full accidental damage’
What’s covered
We’ll cover you for any of the following.

What’s covered ✔ Accidental damage to buildings

We’ll cover you for any of the following. Accidental damage is sudden, unintentional
and unexpected physical damage.
✔ Glass and ceramic fittings
✘ We don’t cover:
We’ll pay for accidental breakage of the > Damage caused by any paying guest or
following: tenant.
> Fixed glass in windows, doors or roofs. > Loss or damage when your home is
> Fixed ceramic hobs. unoccupied.
> Sinks. ✘ Under this section, we don’t cover damage
> Bathroom fittings. from a cause that’s listed under ‘Buildings –
✘ We don’t cover loss or damage: core cover’, or that’s specifically excluded by
that section, except:
> Caused by any paying guest or tenant.
> Tobacco burns.
> When your home is unoccupied.
> Loss or damage caused if taps have been
left on in your home and water overflows
from:
• Sinks or wash basins.
• Bidets.
• Showers and baths.

Page 14
 Section 1: Buildings

If your claim relates to a previous home

Property owner’s liability
If your claim relates to a previous home that you
If you have buildings cover, property used to own and live in:
owner’s liability is included with: > you must not be covered by any other
insurance, and
Home Insurance
Our standard cover > you must no longer have any financial
interest in that property.
Platinum Home Insurance
Our enhanced cover
What’s not covered
✘ We don’t cover damages from claims made
What’s covered against you for any of the following:
We’ll cover you for any of the following. > Your death, illness or physical injury.
> The death, illness or physical injury of your
✔ Property owner’s liability domestic staff.
We’ll cover your legal liability for damages > Damage to property that belongs to you
you have to pay if someone claims against or your domestic staff, or that you or your
you for: domestic staff are taking care of.
> Accidental death, illness, or physical injury > Death, illness, physical injury, loss or
affecting any person. damage caused by any business.
> Accidental loss of property. > Liability created by an agreement, unless
> Accidental damage to property. you would have had that liability anyway.
If we agree in writing beforehand, we’ll also > Anything that happens outside the period
cover costs, expenses and legal fees for of insurance.
defending you.
The total we’ll pay for this is shown in
‘Your policy limits’ on page 8.

When we’ll pay

We’ll cover death, illness, physical injury, loss or
damage caused solely by you, as either:
> The owner of your current home.
> The owner of a previous home where
you carried out defective work, or asked
someone else to carry this out. The previous
home must be a private home in the UK.
This section only covers your liability as the
owner of the home. It doesn’t cover your liability
as the occupier of your home.
If you have our Contents cover, this covers your
liability as the occupier of your home.

Page 15
Section 1: Buildings continued

Matching sets and suites

Claiming under your
> If you’re on Home Insurance (our standard
buildings cover cover), we won’t cover undamaged items
from a matching set or suite.
How we pay claims > If you’re on Platinum Home Insurance (our
enhanced cover), we will cover undamaged
How we pay for repairs or rebuilding items from a matching set or suite.
If your buildings are damaged by any of the
Guaranteeing our suppliers’ work
causes listed in Section 1: Buildings cover, we’ll
do one of the following: We’ll guarantee any work our suppliers carry
> Repair or rebuild the damaged part using our out for 12 months.
suppliers. We don’t provide any guarantees for work carried
> Pay to repair or rebuild the damaged part out by a supplier that you’ve chosen or instructed.
using your suppliers.
What happens to your sum insured after
> Make a cash payment. a buildings claim
We may take off an amount for wear and tear if We won’t reduce the sum insured after paying
the buildings were not in a good state of repair a claim.
at the time of the damage.

If we can repair or rebuild the damaged part

If we can repair or rebuild the damaged part, we
may still instead agree to use your suppliers or
make a cash payment.
If we do this, we’ll only pay the amount it would
have cost us using our own suppliers. This
may mean we pay you less than your suppliers
charge.

If we can’t repair or rebuild the damaged part

If it’s not possible for us to repair or rebuild
using our suppliers, we’ll pay the full cost of the
rebuild or repair using your suppliers.
If your buildings aren’t repaired or rebuilt, we
may pay the difference between the market
values of your property immediately before and
after the damage.
We won’t pay to alter or restore any undamaged
part of your buildings.

Page 16
 Section 1: Buildings

How much we’ll pay for claims Paying your excess for claims
The most we’ll pay for any claim will be: You’ll have to pay any excesses shown in your
> The total sum insured shown on your home home insurance details.
insurance details, or the full rebuild cost of This will either be the excess for the property,
your buildings, whichever is less. or a specific excess. You can see these in your
Plus: home insurance details.
> Up to the amount shown in ‘Your policy limits’ For example, there are specific excesses for
on page 8. This section confirms what we damage from:
pay for: > Subsidence, heave or landslip.
• Alternative accommodation, kennel fees > Escape of water.
and lost rent. > Flood (if applicable).
• Clearance costs.
We’ll only take off one excess for each claim,
• Professional fees.
unless there’s an endorsement in your home
• Government or local authority regulations insurance details to say otherwise.
and requirements.
If we’ve asked a supplier to deal with your claim,
If the cost of rebuilding your home is more than we may ask them to collect the excess from you.
the sum insured for your buildings, we’ll reduce
your claims payment.
This reduction will be the percentage difference
between the premium you paid, and the
premium we would have charged if the sum
insured was accurate.
For example, if the difference in premium would
have been 25%, we’ll reduce the amount we
pay by 25%.

Page 17
Section 2: Contents

Contents Contents – core cover

This section explains how we cover loss, If you have contents cover, core cover
damage or other problems to do with the is included with:
contents of your home.
Home Insurance
Our standard cover
If you have contents cover, you’ll see it on
Platinum Home Insurance
your home insurance details. Our enhanced cover

What’s covered
We’ll cover your contents for damage or loss
caused by any of the following.

✔ Storm or flood

✔ Water or oil escape

We only cover water or oil escaping from:
> Fixed water or heating systems.
> Underground drains and pipes.
> Domestic appliances.
> Storage tanks.
✘ We don’t cover:
> Tanks, pipes, appliances or heating
systems themselves.
> Damage caused by failure of, wear and
tear to, or lack of grouting or sealant.
> Loss or damage when your home is
unoccupied.
✘ We don’t cover subsidence, heave or landslip
damage caused by escaping water or oil.
However, you may have cover under the section
Subsidence, heave or landslip on page 19.
✘ We don’t cover loss or damage caused if taps
have been left on in your home and water
overflows from:
> Sinks or wash basins.
> Bidets.
> Showers and baths.
However, you may have cover if you have
Full accidental damage to contents cover.
Your home insurance details will show if
you have this cover.

✔ Falling trees or branches

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 Section 2: Contents

✔ Falling TV aerials, radio aerials, satellite

dishes and their fittings
Contents – additional cover

✔ Fire, explosion, lightning, earthquake If you have contents cover, additional

and smoke cover is included with:
✘ We don’t cover loss or damage caused by: Home Insurance
Our standard cover
> Heat without flames.
> Tobacco burns without flames. Platinum Home Insurance
Our enhanced cover
✔ Theft or attempted theft
✘ We don’t cover:
What’s covered
> Loss by deception, unless the only
deception used was to get into your home. We’ll cover the following.
> Loss or damage caused by any paying
✔ Frozen and chilled foods
guest or tenant.
> Loss or damage when your home is We’ll pay the cost of replacing food in your
unoccupied. fridge or freezer that’s lost or damaged by:
> Loss of or damage to contents in garages > The temperature rising or falling.
or outbuildings. However, you may have > The fridge or freezer’s refrigerant (cooling
cover under the section Theft from liquid) or refrigerant fumes escaping.
outbuildings or garages on page 20. ✘ We won’t pay:
> If your fridge or freezer is over 10 years old,
✔ Subsidence, heave or landslip
unless it has been serviced regularly.
We only cover subsidence or heave of the
> If the loss or damage is a result of your
site your home stands on, or landslip.
deliberate act or neglect.
✘ We don’t cover damage from: > If the loss or damage is the result of a
> Normal bedding down of new structures, deliberate act or neglect by your electricity
or shrinkage. provider, their employees or their agents.
> Settling of newly made-up ground. > If the loss or damage happens when your
> Coastal or river erosion. home is unoccupied.
> Demolition, structural repairs or alterations
✔ Loss of keys
to your buildings.
If your keys are lost or stolen, we’ll pay to
✔ Vandalism or malicious acts replace and fit locks:
✘ We don’t cover: > On the outside doors of your home.
> Loss or damage caused by any paying > To any safe or alarm system in your home.
guest or tenant.
✔ Oil and metered water
> Loss or damage when your home is
unoccupied. We’ll pay for the value of:
> Oil from a domestic heating system.
✔ Being hit by vehicles, aircraft,
> Metered water.
flying objects and animals
We’ll do this if the loss is due to a cause that’s
We also cover damage from anything that
listed in your ‘Contents – core cover’ section.
drops from an aircraft or flying object.
✘ We don’t cover damage caused by pets.

✔ Riot, civil unrest, labour disputes or

political disturbance
Page 19
Section 2: Contents continued

✔ Moving home shortest period necessary to return your

We’ll pay for loss of or damage to your home to a condition that’s habitable for you
contents while they’re being moved from to move back in, or for you to replace your
your home to another home. We’ll do this if contents.
the loss or damage is due to a cause listed The total we’ll pay for this is shown in
in your ‘Contents – core cover’ or accidental ‘Your policy limits’ on page 8.
damage sections. ✘ We don’t cover:
We’ll also cover contents if they’re in > The cost of any subscription services
temporary storage for up to 72 hours. (such as Netflix) for your alternative
We’ll do this if: accommodation.
> You’re moving to a private property where > Any costs connected to keeping livestock
you’ll live permanently. or horses.
> The property is in the UK or the Republic
✔ Contents outside
of Ireland.
We’ll pay for the loss of any contents while
✘ We won’t pay for loss of or damage to:
they’re outside, but inside the boundaries of
> China, glass, earthenware or other fragile your home. We’ll do this if the loss or damage
items. is due to a cause listed in ‘Contents – core
> Bikes. cover’.
The total we’ll pay for this is shown in
✔ Alternative accommodation, kennel fees
‘Your policy limits’ on page 8.
and storage
✘ We won’t pay for:
You must contact us to agree these costs
before agreeing to pay anything out. If you > Loss of bikes, or damage to these.
don’t do this, we may not cover your costs. > Loss or damage when your home is
We’ll cover the following if your home is unoccupied.
uninhabitable following a valid claim under
✔ Theft from outbuildings or garages
your ‘Contents – core cover’ or accidental
damage sections. We’ll pay for loss of, or damage to, contents
within your outbuilding or garage at the home
> The cost of alternative accommodation for
as a result of theft.
you while your home is being repaired.
> Kennel fees for your pets while your home The total we’ll pay for this is shown in
is being repaired. ‘Your policy limits’ on page 8.
> The cost of temporarily storing your ✘ We won’t pay for:
contents while your home is uninhabitable. > Loss by deception, unless the only
We’ll only cover your contents if: deception used was to get into your home.
> They aren’t covered by another insurance > Loss or damage caused by any paying
policy. guest or tenant.
> We’ve arranged for their temporary > Loss or damage when your home is
storage. unoccupied.

Any alternative accommodation will reflect

your needs.
We’ll review each claim, taking into account
how long you’ll need the accommodation,
where it needs to be, and how many people
will live there. We’ll only cover this for the

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 Section 2: Contents

✔ Contents at university, college

Contents – enhanced cover or boarding school
If you have contents cover, extra cover We’ll pay for loss of or damage to items being
is included with: kept in your lodgings while you’re away at
university, college or boarding school. We’ll
Platinum Home Insurance do this if:
Our enhanced cover
> The loss or damage is due to a cause listed
under your ‘Contents – core cover’ section.
This cover is not included with: > The items are within the UK or Republic of
Home Insurance Ireland.
Our standard cover The total we’ll pay for this is shown in
‘Your policy limits’ on page 8.
✘ We won’t pay for:
What’s covered
> Bikes.
We’ll cover you for any of the following. > Camping equipment.
✔ Contents temporarily away from > Loss by deception.
your home > Loss of or damage to items belonging to
any non-paying guest.
We’ll pay for loss of or damage to items while
they are temporarily away from your home. > Loss by theft, unless there’s evidence that
We’ll do this if: force and violence were used to enter your
lodgings.
> The loss or damage is due to a cause listed
under your ‘Contents – core cover’ section. > Personal possessions.
> The items are within the UK or Republic of ✔ Downloaded content
Ireland.
We’ll pay to replace content that you’ve
The total we’ll pay for this is shown in bought and stored on your home
‘Your policy limits’ on page 8. computer, mobile phone or other portable
✘ We won’t pay for: entertainment device. We’ll do this if the
> Bikes. device is lost or damaged due to a cause
listed under your ‘Contents – core cover’
> Camping equipment.
section.
> Loss by deception.
The total we’ll pay for this is shown in
> Loss of or damage to items belonging to
‘Your policy limits’ on page 8.
any non-paying guest.
✘ We won’t pay for rewriting the lost
> Loss by theft, vandalism or malicious acts,
information.
unless:
• they happen in an occupied private
home, or
• they happen in a building where you
work, or
• force and violence is used to enter the
building.
> Personal possessions.

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Section 2: Contents continued

✔ Garden plants ✔ Title deeds

We’ll pay for: We’ll pay to prepare new title deeds for
> Loss of, or damage to, trees, shrubs, plants your home after loss or damage while the
and lawn at your home, and design fees deeds were at your home or in your bank for
necessary to put things right. safekeeping.
The total we’ll pay for this is shown in We’ll do this if the loss or damage is due to
‘Your policy limits’ on page 8. a cause listed under your ‘Contents – core
cover’ section.
✘ We won’t pay for:
The total we’ll pay for this is shown in
> Loss or damage caused by any pets, other
‘Your policy limits’ on page 8.
animals, birds, insects, fungus or frost.
> Trees, shrubs, plants or lawns that die ✔ Money
naturally, or die because you haven’t
We’ll pay for loss or damage to money in
looked after them properly.
your home due to a cause listed under your
> Loss or damage caused by storm, flood, or ‘Contents – core cover’ section.
weight of snow.
The total we’ll pay for this is shown in
> Loss or damage when your home is ‘Your policy limits’ on page 8.
unoccupied.
✘ We won’t pay for:
> Loss or damage caused by subsidence,
unless your home is damaged at the same > Loss of money, unless force and violence
time and by the same cause. were used to get into or out of your home.

✔ Visitors’ belongings ✔ Business equipment

We’ll pay for damage to items belonging to a We’ll pay for loss of, or damage to, business
non-paying guest due to a cause listed under equipment that you either own or are
your ‘Contents – core cover’ section. responsible for.

The total we’ll pay for this is shown in We’ll do this if the loss or damage is due to
‘Your policy limits’ on page 8. a cause listed under your ‘Contents – core
cover’ section.
✔ Births, weddings, civil partnerships and The total we’ll pay for this is shown in
religious festivals ‘Your policy limits’ on page 8.
We’ll increase your sum insured for 30 days
before and 30 days after any of the following: ✔ Matching sets and suites
> You have a baby. If part of a set, suite or collection of items
is lost or damaged, and we can’t replace or
> Your wedding or civil partnership
repair it, we’ll do one of the following:
ceremony.
> Replace the set, suite or collection as new.
> A religious festival that you celebrate.
> Pay to replace the set, suite or collection
The event and both 30 day periods must be
as new. We’ll pay up to the amount it would
within the period of insurance on your home
cost us to replace the item using our own
insurance details.
suppliers.
The amount we’ll increase your sum insured > If there’s no equivalent set, suite or
by is shown in ‘Your policy limits’ on page 8. collection available, pay the full cost of
the item. We’ll do this if your sum insured
covers the cost.
If we pay the full replacement cost, you may
need to give us the undamaged parts of the
set, suite or collection. We’ll contact you if
you need to do this.
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 Section 2: Contents

✔ Glass
Contents – limited accidental
We’ll pay for accidental breakage of the
damage
following while they’re in your home:
If you have contents cover and bought > Mirrors.
your policy before November 2013, you > Fixed glass in furniture, pictures or ornaments.
may have limited accidental damage with: > Plate glass tops to furniture.
Home Insurance > Ceramic hobs.
Our standard cover
✘ We won’t pay for loss or damage:
Your home insurance details will > Caused by any paying guest or tenant.
show if you have this cover. > When your home is unoccupied.

This cover is not included with:

Platinum Home Insurance
Our enhanced cover

because it’s replaced by

‘Contents – full accidental damage’

What’s covered
We’ll cover you for any of the following.

✔ Home entertainment equipment

We’ll pay for accidental damage to any home
audio, video or home computing equipment
while in your home.
✘ We won’t pay for loss or damage to any of the
following:
> Discs, records, memory cards or USB
drives.
> Musical instruments.
> Audio, video or computing equipment
designed to be portable, other than laptop
computers and tablets.
✘ We won’t pay for loss or damage:
> Caused by any paying guest or tenant.
> When your home is unoccupied.

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Section 2: Contents continued

Contents – full Personal liability

accidental damage
If you have contents cover, personal
If you have contents cover, full liability is included with:
accidental damage is included with: Home Insurance
Platinum Home Insurance Our standard cover
Our enhanced cover Platinum Home Insurance
Our enhanced cover
It’s an optional extra with:
Home Insurance What’s covered
Our standard cover
We’ll cover you for any of the following.
Your home insurance details will
show if you have this cover. ✔ Personal liability
We’ll cover:
What’s covered > Liability that results from you occupying
your home.
We’ll cover you for any of the following. > Personal liability as a private individual in
and away from your home.
✔ Accidental damage to your contents
We’ll cover your legal liability for damages
We’ll pay for accidental damage to your
you have to pay if someone claims against
contents while they’re in your home or being
you for:
moved to your new home.
> Accidental death, illness, or physical injury
✘ We don’t cover: affecting any person.
> Damage to bikes. > Accidental loss of property.
> Damage caused by any paying guest or > Accidental damage to property.
tenant. If we agree in writing beforehand, we’ll also
> Loss or damage when your home is cover costs, expenses and legal fees for
unoccupied. defending you.
✘ Under this section, we don’t cover damage The total we’ll pay for this is shown in
from a cause that’s listed under your ‘Your policy limits’ on page 8.
‘Contents – core cover’ section, or something
Under this section, we don’t cover any liability
excluded by that section, except:
as the owner of your home. However, you
> Tobacco burns. may have cover under the Property owner’s
> Loss or damage caused if taps have been liability section if you have our Buildings
left on in your home and water overflows cover.
from:
• Sinks or wash basins.
• Bidets.
• Showers and baths.

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 Section 2: Contents

What’s not covered Employers’ liability

✘ We don’t cover liability claims made against
you for any of the following: If you have contents cover, employers’
> Your death, illness or physical injury. liability is included with:
> The death, illness or physical injury of your Home Insurance
domestic staff. This is covered under the Our standard cover
Employers’ liability section. Platinum Home Insurance
> Death, illness, physical injury, loss or Our enhanced cover
damage caused by you owning or
occupying any land or building except
your home or temporary holiday What’s covered
accommodation. We’ll cover you for any of the following.
> Death, illness, physical injury, loss or
damage caused by any business. ✔ Employers’ liability
> Damage to property that belongs to you We’ll cover your legal liability for damages
or your domestic staff, or that you or your to your domestic staff resulting from the
domestic staff are taking care of. following:
> Liability created by an agreement, unless > Accidental death.
you would have had that liability anyway. > Illness.
✘ We also don’t cover any liability connected > Physical injury.
with your owning, keeping or using: We’ll cover this if:
> Vehicles, except caravans and trailers > The claim for damages was for a single
while they aren’t being towed. incident.
> Drones or model aircraft. > The incident happened during the period
> Animals, except domestic pets. of insurance shown on your home
> Horses, ponies, donkeys or mules. insurance details.
> Dangerous dogs as described under If we agree in writing beforehand, we’ll also
the Dangerous Dogs Act 1991, or the cover costs, expenses and legal fees for
Dangerous Dogs (Northern Ireland) Order defending you.
1983, and any updates to that legislation. The total we’ll pay for this is shown in
✘ We also don’t cover any liability connected ‘Your policy limits’ on page 8.
with any disease that can be passed from one
person to another.

Page 25
Section 2: Contents continued

Tenant’s liability Claiming under your contents

cover
If you have contents cover, tenant’s
liability is included with:
Home Insurance
How we pay claims
Our standard cover
How we pay for contents
Platinum Home Insurance If any of your contents are lost or damaged,
Our enhanced cover
we’ll do one of the following:
> Repair or replace the item or part.
What’s covered > Pay the cost of replacing or repairing the item
We’ll cover you for any of the following. or part.
> Make a cash payment.
✔ Tenant’s liability
We’ll only pay up to the amount it would cost
We’ll cover your legal liability for damages us to replace or repair the item using our own
you have to pay as a tenant of your home for suppliers.
damage caused to the buildings.
If appropriate parts or replacement items aren’t
We’ll cover this if: available, we’ll pay the full cost of the item. We’ll
> The loss or damage is due to a cause listed do this if your sum insured covers the cost.
under your ‘Buildings – core cover’ section.
> The claim for damages was for a single Matching sets and suites
incident. > If you’re on Home Insurance (our standard
> The incident happened during the period cover), we won’t cover undamaged items
of insurance shown on your home from a matching set or suite.
insurance details. > If you’re on Platinum Home Insurance (our
We’ll also cover amounts you’re legally liable enhanced cover), we will cover undamaged
to pay for accidental damage to any of the items from a matching set or suite.
following:
Paying for replacement mobile phones
> Underground drains, pipes, cables
and tanks. We’ll do this if you’re legally We’ll replace a lost or damaged mobile phone
responsible for them and they provide with a Grade A refurbished phone. This will:
services to or from your home. > Come with a 12-month warranty.
> Fixed glass in windows, doors or roofs in > Be ‘like new’.
your home. > Have been thoroughly cleaned.
> Fixed ceramic hobs in your home. > Have a new battery, replacement parts or
> Sinks and bathroom fittings in your home. outer shell as needed.
If we agree in writing beforehand, we’ll also
cover costs, expenses and legal fees for
defending you. The total we’ll pay for this is
shown in ‘Your policy limits’ on page 8.

What’s not covered

✘ We won’t pay for:
> Damage caused by any paying guest or
tenant.
> Loss or damage when your home is
unoccupied.
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 Section 2: Contents

High-risk items Paying your excess for claims

If you claim for something that you’ve listed as
You’ll have to pay any excesses shown in your
a high-risk item, you’ll need to give us proof
home insurance details.
of the item’s value. To help you do this, we
recommend keeping receipts and copies of This will either be the excess for the property,
valuations. or a specific excess. You can see these in your
home insurance details.
What happens to your sum insured after a For example, there are specific excesses for
contents claim damage from:
We won’t reduce the sum insured after paying > Subsidence, heave or landslip.
a claim. > Escape of water.
> Flood (if applicable).
How much we’ll pay for claims
We’ll only take off one excess for each claim,
The most we’ll pay for any claim will be: unless there’s an endorsement in your home
> The Contents sum insured shown on your insurance details to say otherwise.
home insurance details. If we’ve asked a supplier to deal with your claim,
> For any high-risk item, the sum insured shown we may ask them to collect the excess from you.
in the home insurance details for these.
> The amounts shown in ‘Your policy limits’
on page 8.
For high-risk items that you haven’t declared,
the most we’ll pay is:
> The amount shown in your home insurance
details for loss of, or damage to, high-risk items.
> The amount shown in ‘Your policy limits’
on page 8 for any one high-risk item,
unless your home insurance details shows
otherwise. If it’s a set or collection, we’ll count
this as one high-risk item.
If your sum insured isn’t enough to cover the
cost of replacing all the contents of your home
as new, we’ll reduce your claims payment.
This reduction will be the percentage difference
between the premium you’ve paid, and the
premium we would have charged if the sum
insured was accurate.
For example, if the difference in premium would
have been 25%, we’ll reduce the amount we
pay by 25%.

Page 27
Section 3: Personal Possessions

Personal Possessions Personal Possessions – core cover

This section explains how we cover loss, If you have Personal Possessions cover,
damage or other problems connected to core cover is included with:
your personal possessions.
Home Insurance
Our standard cover
If you have contents cover, this cover is
Platinum Home Insurance
included with: Our enhanced cover
Platinum Home Insurance
Our enhanced cover
What’s covered
It’s an optional extra with: We’ll cover your contents for loss or damage
caused by any of the following.
Home Insurance
Our standard cover
✔ Loss or damage
If you have Personal Possessions cover, We’ll pay for loss of or damage to your
you’ll see it on your home insurance details. personal possessions and any high-risk
items listed on your home insurance details
while they’re in the UK or the Republic of
Ireland.
This includes cover for:
> Possessions stolen from your vehicle
while it was unattended. We’ll only cover
these if your vehicle was locked, and your
possessions are hidden from view in a
closed glove compartment or locked boot.
> Loss or damage to bike tyres and
accessories. We’ll only cover these if the
bike is lost or damaged at the same time.
> Theft of an unattended bike. We’ll only
cover this if the bike was in a locked
building, or locked to an object that
couldn’t be moved using a bike lock.
To find out how much we’ll pay,
see ‘Your policy limits’ on page 8
and your home insurance details.

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 Section 3: Personal Possessions

What’s not covered Personal Possessions

✘ We don’t pay for loss of or damage to: – additional cover
> Business equipment.
> Vehicles. If you have Personal Possessions cover,
> Hand-propelled watercraft (such as a additional cover is included with:
surfboard or rowing boat). Home Insurance
> Sports equipment while it’s in use. Our standard cover
> Camping equipment while it’s set up or in Platinum Home Insurance
use. Our enhanced cover
> Items taken by Customs or other officials.
> Any bike while it’s being used for What’s covered
organised racing, pace-making or trials.
> Money. However, you may have cover We’ll cover the following.
under the ‘Personal Possessions –
✔ Items in a bank
additional cover’ section below.
We’ll pay for loss of, or damage to high-risk
✘ We also don’t pay for loss or damage:
items while they’re being stored in a bank or
> From a theft that involved deception. safe deposit box.
> By any paying guest or tenant.
We’ll also cover items when they’re taken
> That’s covered under your ‘Contents – out of the bank or safe deposit box. You
core cover’ section. don’t need to tell us if you’re taking the items
out. However, if they’re worth more than the
single item limit, you must list them on your
policy.
Please see your home insurance details to
see which limits apply.

✔ Money
We’ll pay for theft or accidental loss of
money. This includes money that is with you,
or that you’ve left in a secure place, anywhere
in the world.
We’ll only cover this if you report the theft or
loss to the police within 24 hours.
The total we’ll pay for this is shown in
‘Your policy limits’ on page 8.
✘ We don’t pay:
> If you lose money due to a mistake, such
as if someone short-changes you.
> If your money loses value. For example,
if the exchange rate changes and the
currency loses value.
> If your money is confiscated by Customs or
other officials.

Page 29
Section 3: Personal Possessions continued

✔ Overseas travel
Personal Possessions
We’ll cover personal possessions while they
– enhanced cover
are temporarily outside of the UK or Republic
of Ireland for up to 60 days in any policy year. If you have Personal Possessions cover,
We’ll cover your items under this section extra cover is included with:
while they’re with you, or if you’ve left them in
a secure place. Platinum Home Insurance
Our enhanced cover

This cover is not included with:

Home Insurance
Our standard cover

What’s covered
We’ll cover the following.

✔ Matching sets and suites

If part of a set, suite or collection of items
is lost or damaged, and we can’t replace or
repair it, we’ll do one of the following:
> Replace the set, suite or collection as new.
> Pay to replace the set, suite or collection
as new. We’ll pay up to the amount it would
cost us to replace the item using our own
suppliers.
> If there’s no equivalent set, suite or
collection available, pay the full cost of
the item. We’ll do this if your sum insured
covers the cost.
If we pay the full replacement cost, you may
need to give us the undamaged parts of the
set, suite or collection. We’ll contact you if
you need to do this.

What’s not covered

✘ Anything excluded under ‘Personal
Possessions – core cover’.

Page 30
 Section 3: Personal Possessions

Claiming under your Personal How much we’ll pay for claims
Possessions cover The most we’ll pay for any claim will be:
> The Personal Possessions sum insured
shown on your home insurance details.
How we pay claims
> For any high-risk item, the sum insured shown
How we pay for personal possessions in the home insurance details for these.
If any of your personal possessions are lost or > The amounts shown in ‘Your policy limits’ on
damaged, including if they are part of a set, we’ll page 8 for any one item, set, bike, or theft
do one of the following: from an unattended vehicle.
> Repair or replace the item or part. If your sum insured isn’t enough to cover the
> Pay the cost of replacing or repairing the item cost of replacing your personal possessions as
or part. new, we’ll reduce your claims payment.
> Make a cash payment. This reduction will be the percentage difference
between the premium you’ve paid, and the
We’ll only pay up to the amount it would cost
premium we would have charged if the sum
us to replace or repair the item using our own
insured was accurate.
suppliers.
For example, if the difference in premium would
If appropriate parts or replacement items aren’t
have been 25%, we’ll reduce the amount we
available, we’ll pay the full cost of the item. We’ll
pay by 25%.
do this if your sum insured covers the cost.

Matching sets and suites Paying your excess for claims

> If you’re on Home Insurance (our standard You’ll have to pay any excesses shown in your
cover), we won’t cover undamaged items home insurance details.
from a matching set or suite.
This will either be the excess for the property, or
> If you’re on Platinum Home Insurance (our a specific excess. You can see your excesses in
enhanced cover), we will cover undamaged your home insurance details.
items from a matching set or suite.
For example, there are specific excesses for
Paying for replacement mobile phones damage from:
We’ll replace a lost or damaged phone with a > Subsidence, heave or landslip.
Grade A refurbished phone. This will: > Escape of water.
> Come with a 12-month warranty. > Flood (if applicable).
> Be ‘like new’. We’ll only take off one excess for each claim,
> Have been thoroughly cleaned. unless there’s an endorsement in your home
> Have a new battery, replacement parts or insurance details to say otherwise.
outer shell as needed. If we’ve asked a supplier to deal with your claim,
we may ask them to collect the excess from you.
High-risk items
If you claim for something that you’ve listed as
a high-risk item, you’ll need to give us proof
of the item’s value. To help you do this, we
recommend keeping receipts and copies of
valuations.

Page 31
Section 4: Family Legal Protection

Family Legal Protection Words with a specific meaning

When we use these words or terms in this
This section explains how we cover costs section they have these specific meanings
you have to pay if you’re involved in a (unless we say differently).
legal case.
Appointed representative The preferred law
firm, solicitor or other suitably qualified person
This cover is included with:
that we appoint to represent you under
Platinum Home Insurance Section 4: Family Legal Protection.
Our enhanced cover
Court A court, tribunal or other suitable authority.

It’s an optional extra with: Incident date This depends on whether it’s a
civil or criminal case.
Home Insurance
Our standard cover > For civil cases: the date of the incident that
leads to a claim. If there’s more than one
If you have Family Legal Protection, you’ll incident from the same cause, we’ll use the
see it on your home insurance details. date of the first incident.
> For criminal cases: the first date of any
alleged offence.
Before you pay any legal costs
Legal costs This includes the following:
Before you agree to pay any legal costs, > Fees, expenses and money that the
you must call our Legal Helpline on appointed representative charges. They
0370 607 1177 must be charged properly, be reasonable
and in proportion to the case. We must agree
You can call any time, day or night, to these costs. We’ll assess legal fees and
365 days a year. money charged on the standard basis, or in
If you don’t call us about any legal case line with a fixed recoverable costs scheme, if
before agreeing to pay costs, we may not one applies.
pay your claim. > Fees that your opponent has had to pay, that
you’re then ordered to pay by a court.
Other things your Legal Helpline
> Any other fees that we agree to in writing.
can help with
You can ring the Legal Helpline to talk about Legal nuisance Any continuous activity, carried
any private legal problem under UK law. It out by another party, that causes substantial
doesn’t matter whether you’re going to claim and unreasonable interference with your use or
or not. We can help with information about: enjoyment of your home.
> Your legal rights. Preferred law firm The law firm we choose to
> The options available to you. provide legal services. We choose these legal
> Whether you need to speak to a lawyer. specialists as they have the expertise to deal
with your claim. They must comply with our
We can’t give legal advice on:
agreed service standards.
> Any claim you make under this policy.
> Anything connected to a business or
similar.

Page 32
 Section 4: Family Legal Protection

Reasonable chance of success In a civil case,

when we and the appointed representative
Family Legal Protection
agree that there is a higher than 50% chance – core cover
that you’ll get a favourable judgment and do
either of the following: If you have Family Legal Protection,
core cover is included with:
> Recover your losses or damages.
> Get any other legal remedy we agree to. Home Insurance
Our standard cover
(For example, an enforcement of judgment,
a successful appeal, or a successful defence Platinum Home Insurance
of an appeal.) Our enhanced cover
For criminal cases, this would be a case where
we and the appointed representative agree
that there’s a better than 50% chance that one
What’s covered
of the following will happen: ✔ Personal injury
> You’ll be acquitted from the charge against you. We’ll pay legal costs for an accident that
> You’ll successfully reduce your sentence or fine. causes you physical injury, or that leads to
> You’ll make a successful appeal or defend an your death.
appeal. We’ll only pay legal costs for claims that
Terms of appointment A separate contract that result from or are connected with mental
we’ll need the appointed representative to sign health if the claim is the result of an accident
if they aren’t a preferred law firm. This sets out that also causes you physical injury.
how much we’ll pay them under your policy, and ✘ We don’t cover claims that result from or are
their responsibilities to report to us throughout connected with:
the claim. > Illness or injury that develops gradually
and isn’t caused by a specific or sudden
When we’ll cover you under this accident.
section > Defending your legal rights in claims
against you.
We’ll cover you under this section when:
> Clinical negligence, unless the claim is
> We and the appointed representative agree
covered under Clinical negligence below.
that your claim has a reasonable chance of
success. ✔ Clinical negligence
> The incident date was at a time when your We’ll pay legal costs if a negligent surgical,
policy covered you. clinical or medical procedure leads to:
> The incident happened within the UK. > Physical injury to you.
> Legal proceedings are carried out by a court > Your death.
in the UK.
We’ll only pay legal costs for claims that
result from or are connected with mental
health if the claim is the result of a negligent
surgical, clinical or medical procedure that
also causes you physical injury.
✘ We don’t cover claims that result from or are
connected with:
> Negligent procedures that happened
before your cover started.
> Any alleged failure to diagnose your
condition correctly.
Page 33
Section 4: Family Legal Protection continued

✔ Employment ✔ Contract disputes

We’ll pay legal costs for any dispute you have We’ll pay legal costs for breach of contract
with your current or former employers at an claims for:
Employment Tribunal. > Buying or hiring goods or services.
We’ll only pay the legal costs of defending > Selling goods.
your legal rights in claims against you when > Buying or selling your home.
you’re defending a counter claim.
We’ll pay legal costs for contract disputes
We’ll only pay legal costs that result from or about:
are connected with settlement agreements
> Advice.
if you’re also able to make an Employment
Tribunal claim. > Specification or design.
> Construction, conversion, extension, or
✘ We don’t cover claims that result from or are
renovation.
connected with:
> Demolition.
> Any disciplinary, investigatory or grievance
procedures in the company you work for. As long as:
> Any appeals against the outcomes of the > the land or buildings are part of your
procedures set out above. home, and
> Redundancy consultations. > the contract value is less than £20,000
including VAT.
> Disputes that start in the county court, high
court or equivalent courts in the UK, or are ✘ We don’t cover claims that result from or
transferred to these courts. are connected with anything to do with the
following:
✔ Inheritance disputes > Contracts you entered into before your
We’ll cover the legal costs of claims for a cover started.
dispute over something left to you in a will. > Leases, tenancies or licences to occupy
✘ We don’t cover claims that result from or are land or buildings.
connected with any of the following: > Contracts that result from or are connected
> Disputes with executors about the with a profession, business, trade or
management of the estate. venture for gain.
> Disputes between you and another > Contracts that result from or are connected
beneficiary about the administration or with your employment, other than those
disposal of any item left to you in a will. covered under the Employment section on
> Negligent drafting of a will. page 34.
> Situations where a will hasn’t been made > Loans, mortgages, pensions, investments
or concluded, or can’t be traced (this is or borrowing.
called ‘intestacy’). > Planning – for example, town and country
planning.
✔ Legal defence > Professional negligence that results from
We’ll cover the legal costs of claims that or is connected with any matter other than
result from or are connected with you those covered under this section (Section
carrying out your duties of work as an 4: Family Legal Protection).
employee when these lead to:
> You being prosecuted in a criminal court
within the UK.
> Civil action being taken against you for
unlawful discrimination.

Page 34
 Section 4: Family Legal Protection

✔ Protecting your property

Jury service cover
We’ll pay legal costs for the following claims
that result from or are connected with owning If you have Family Legal Protection,
or living in your home: jury service cover is included with:
> Legal nuisance.
Home Insurance
> Trespass to your home. Our standard cover
> Physical damage to your home. Platinum Home Insurance
We’ll only pay for claims relating to work Our enhanced cover
carried out by a government, public or local
authority or their contractors if the claims are
for accidental physical damage. What’s covered
We will only pay the legal costs of defending ✔ Your salary while you attend jury service
your legal rights in claims against you if
you’re defending a counter claim. We’ll pay your salary or wages for each
complete half day of jury service you carry
✘ We don’t cover claims that result from or out. We’ll only do this if you can’t claim them
are connected with anything to do with the back from the court or your employer.
following:
> Any building or land other than your home.
> Planning – for example, town and country
planning.
> Leases, tenancies or a licence to occupy
land or buildings.
✘ We also don’t cover claims for any of the
following that result from or are connected
with any land or buildings:
> Advice.
> Specification or design.
> Construction, conversion, extension,
or renovation.
> Demolition.

Page 35
Section 4: Family Legal Protection continued

Where we didn’t cover the original claim

What’s not covered
✘ We don’t cover any appeal or enforcement
These only apply to this section. Please action where we didn’t cover the original
also see the section called ‘This policy claim.
doesn’t cover’ on page 45.
Group action
✘ We don’t cover:
We don’t cover claims that result from or are > Any dispute relating to a group action. For
connected with any of the following: example, this could be if you’re part of a
group of people who are all making, or
The timing of your claim
could make, the same claim unless:
✘ We don’t cover: • Everyone in the group is insured under
> Legal costs relating to any time before we this policy.
accept your claim. • Your claim is covered under the
> Incidents that began before your cover Employment or Inheritance sections of
started. this policy.

Claims relating to other people Other disputes

✘ We don’t cover: ✘ We don’t cover:
> Action against anyone who’s insured by > Any dispute with us about this insurance
this policy. policy, other than as shown under ‘How to
> Any dispute between you and someone make a complaint’ on page 53.
you live with, or have lived with. > Any fines, penalties, compensation or
> Claims relating to any of the following: damages you’re ordered to pay by a court.
• Divorce, separation, matrimonial or civil > Judicial reviews. These are applications for
partnership issues. a judge to review the legality of a decision
• Co-habitation or joint property that a public body has made, or action a
ownership. public body has taken.
• Joint financial obligations or
maintenance.
• Financial or custody arrangements
involving children.

Loss or damage that’s covered

by other insurance
✘ We don’t cover loss or damage that’s insured
under another section of this policy, or any
other insurance policy.

Page 36
 Section 4: Family Legal Protection

Choosing who represents you

Claiming under your Family Legal
If we accept your claim, we’ll choose a
Protection cover
preferred law firm to try and settle the matter
without having to go to court.
How we pay claims If it’s necessary to take your claim to court, or if
there’s a conflict of interests, you can choose a
How to claim under this section law firm to act as the appointed representative.
This section works slightly differently to other If you choose an appointed representative that
sections. isn’t a preferred law firm, they must agree to act
These conditions only apply to this section. for you in line with our terms of appointment.
Please also see the section called ‘This policy You can ask us for a copy. We’ll only cover their
doesn’t cover’ on page 45. legal costs from the date they agree to our
The following conditions don’t apply to this terms of appointment.
section (Section 4: Family Legal Protection): The appointed representative will enter into a
> The general conditions under Policy terms separate contract of appointment directly with
and conditions and Preventing loss. you. You’ll be responsible for any of their legal
costs that we don’t authorise.
> The claims conditions listed on page 47.

Following the policy terms Working with us on the claim

You must follow all the terms and conditions of Cooperating with the appointed
this policy. You must also take all precautions representative and us
to prevent a claim from happening. If it’s
impossible to avoid a claim, you must take all If we ask, you must tell the appointed
reasonable precautions to keep the amount of representative to give us any documents,
the claim to a minimum. information or advice that they have or know
about.
If you haven’t followed the terms and You must:
conditions of this policy
> Fully cooperate with the appointed
If you haven’t followed the terms and conditions representative and with us.
of this policy, and this affects our position, we > Keep us and your appointed representative
have the right to: informed of all developments relating to the
> Refuse or withdraw from any claim. claim promptly.
> Refuse to pay legal costs we’ve already > Provide us and the appointed representative
agreed to. immediately with all information, evidence
> Claim back from you legal costs that we’ve paid. and documents that you have or know about.
> Get our permission before instructing a
Getting started with your claim barrister or expert witness.
You must not take any action that hasn’t been
Telling us about your claim
agreed by your appointed representative or
You must: by us.
> Tell us about your claim, including full and We can contact the appointed representative
factual details, within a reasonable time from at any time, and they must cooperate with us at
the incident date. all times.
> Send us any reasonable and relevant
information we ask for.
> Pay any charges to do with sending this
information.

Page 37
Section 4: Family Legal Protection continued

Settling or ending the claim If it’s more economic to settle your claim
We can decide to settle your claim by paying
If the appointed representative refuses you the compensation you’re likely to be
to continue acting for you, or if you awarded by a court. This would be instead
dismiss them of starting or continuing your claim or legal
Cover for your claim will end immediately if: proceedings.
> An appointed representative refuses to If your claim isn’t for damages, we may decide
continue acting for you with good reason. to settle your claim by paying you the equivalent
> You dismiss an appointed representative financial value of your claim.
without good reason.
If costs become disproportionate
This is unless we agree to appoint another
appointed representative. We can refuse to pay further legal costs if we,
or the appointed representative, consider that
If anyone offers to settle your claim those legal costs would be disproportionate to
You must tell us if anyone makes a payment into the value of the claim.
court or offers to settle your claim.
If your claim no longer has a reasonable
We can refuse to pay further legal costs if you chance of success
don’t accept a payment into court, or an offer
You must tell us if your claim no longer has a
to settle a claim, that we or your appointed
reasonable chance of success.
representative considers you should accept.
We can refuse to pay further legal costs if this is
If you settle or end your claim without the case.
our approval
If we disagree about the chances of success
You must not do either of the following without
our approval: If there’s any disagreement about the
reasonable chance of success, we’ll ask you
> Stop, settle, negotiate or withdraw from a
to get an opinion from a barrister. We’ll agree
claim.
which barrister with you.
> Withdraw instructions from the appointed
representative. You’ll have to pay for the barrister’s opinion,
unless it shows that your claim has a reasonable
We won’t withhold approval without good chance of success.
reason.

Page 38
 Section 4: Family Legal Protection

Working out and recovering costs Other conditions to do with your

Assessing costs Family Legal Protection cover
We have the right to have legal costs:
> Certified by the appropriate professional Fraud
body.
If you’ve made any representation that is in any
> Audited by any costs draftsman we choose.
way fraudulent, false or exaggerated during
> Assessed by a court. your legal claim:
Recovering costs > We won’t pay any claim under this section.
You must tell the appointed representative to > We have the right to recover all legal costs
claim back all legal costs that you’re entitled to. we’ve already paid from you.
If you recover legal costs we’ve paid, you must
refund them to us.
We and you will share any legal costs recovered
in either of these situations:
> We refused to pay further legal costs and you
paid more legal costs to end your claim.
> You chose to pay the difference between
the legal costs we offered to the appointed
representative (under our terms of
appointment) and the legal costs they
charged.
We’ll split recovered legal costs with you in the
same ratio that the legal costs were originally
paid. For example, if you paid 60% of the
original legal costs, you’ll receive 60% of the
recovered legal costs.

How much we’ll pay

The most we’ll pay, including any appeal or
counter claim, is as follows:
> Under your ‘Family Legal Protection – core
cover’: £100,000 legal costs (including VAT)
for all claims that result from or are connected
with the same incident.
> Under your ‘Jury service cover’: £100,000
for your salary or wages for all claims that
result from or are connected with the same
incident.

Page 39
Section 5: Home Emergency
Emergency An incident in your home during
Home Emergency your period of insurance that needs to be dealt
with quickly to avoid:
This section explains how we can help
with costs if you have an emergency at > Your home becoming unsafe or unsecure for
home. you.
> Damaging your home and its contents.
This cover is included with: > Your home losing its:
• main source of heating, or
Platinum Home Insurance
Our enhanced cover • lighting, or
• hot or cold water.

It’s an optional extra with: Emergency assistance Temporary or

permanent repair work that an authorised
Home Insurance repairer carries out to:
Our standard cover
> Deal with an emergency.
If you have Home Emergency, you’ll see it > Carry out emergency repairs.
on your home insurance details.
> Prevent further damage.
✘ But not:
Words with a specific meaning > Repairing paths and driveways that need to
When we use these words or terms in this be lifted to deal with the emergency.
section they have these specific meanings Home – this has a different meaning in other
(unless we say differently). sections The private home at the address
Authorised repairer A person, company or shown in your home insurance details, together
organisation that we appoint to carry out a with any domestic garages that are attached or
temporary or permanent emergency repair, or integrated with the home.
to prevent further damage. ✘ But not:
> Detached garages and outbuildings.
Beyond economic repair When the cost of
repairing your boiler is higher than 85% of the Internal plumbing and drainage The fixed
manufacturer’s current retail price for a boiler of sinks and bathroom fittings, hot or cold water
a similar make and model. If a similar boiler is no supply, and storage and drainage systems
longer sold, we’ll use the average current retail inside your home that you’re responsible for.
price from leading UK suppliers.

Callout When we send out an authorised

repairer after you ask for emergency
assistance. We’ll still count this as a callout even
if you cancel your request.

Electrical supply The permanent electrical

wiring system supplying power to your home
from the mains service, through your electricity
supply meter.

Page 40
 Section 5: Home Emergency

Main source of heating The main hot water or

central heating system in your home, including:
What do I do if I have an
> One domestic boiler.
emergency?
> Any controls that are part of the boiler and If you have a home emergency,
the programmer. call us straight away on
> Central heating pump.
> Hot water cylinder. 0345 246 6243
> Room thermostat. What we’ll do
> Radiators. > We’ll tell you what to do to protect yourself
✘ But not: and your home.
> Any form of underfloor heating, solar > We’ll send an authorised repairer to your
heating system or warm-air heating system. home.
> Any non-domestic boiler and associated > We’ll pay up to £500 (including VAT) for
system. each emergency assistance callout to
> Any boiler with an output of over 70kW. cover the cost of the following:
> Any secondary or additional boiler. • The callout.
• Labour at your home.
> Oil-fired or solid fuel systems.
• Parts.
> Open fires.
> Air-conditioning units. What happens if I can’t stay in my home?
Pests Any of the following: If your home isn’t fit to live in because of
the emergency, and you can’t stay there
> Wasps’ nests.
overnight, we’ll also arrange:
> Hornets’ nests.
> One night’s accommodation for you.
> Mice.
> One night’s kennel or cattery fees for your
> Rats. dogs or cats.
> Grey squirrels.
We’ll pay up to £250 (including VAT) for
Security The locks to external doors and this accommodation for you and your pets,
windows of your home. whether we arrange it or you do. This limit
includes transport costs.
Underground external drainage The
underground drainage pipes and sewers Can I use this service if I’m a tenant?
serving your home that you’re legally If you’re a tenant and want to use this service,
responsible for. you must get your landlord’s permission. This
✘ But not: is a condition of using the service.
> Cesspits.
What if it’s not an emergency?
> Septic tanks.
If something happens that we don’t count as
> Treatment plants and associated pipe work
an emergency under this policy, we can still
and equipment.
arrange for an authorised repairer to come
You, your – this has a different meaning in to your home.
other sections The person named as the You’ll have to pay any costs and the contract
policyholder in your home insurance details, or will be between you and the repairer.
any person that the policyholder has authorised
We don’t class this as a callout.
to be in the home at the time of the emergency.
To make reading easier, we haven’t used bold
for these words in the text.

Page 41
Section 5: Home Emergency continued

✔ Security
What’s covered
We’ll pay for emergency assistance if the
If you have Home Emergency, this cover locks on the external doors or windows of
is included with: your home:
> Are damaged.
Home Insurance
Our standard cover > Stop working unexpectedly.
Platinum Home Insurance We’ll only pay to repair damage to windows
Our enhanced cover or glass in external doors if this is needed to
make your home safe and secure.
✘ We won’t pay for:
✔ Plumbing and drainage
> Replacement locks if the keys to your
We’ll pay the cost of emergency assistance home are lost or stolen. However, you
needed for an emergency involving: may have cover for these if you have our
> Internal plumbing and drainage. Buildings or Contents cover.
> Underground external drainage that > Repair or replacement of any intruder
you’re legally responsible for. alarm or fire alarm systems.
✘ We won’t pay: > Loss or damage when your home is
> The cost of repairs to the underground unoccupied.
water supply to your home.
✔ Heating
> More than your share of the cost, if your
property is a flat or maisonette. We’ll pay for emergency assistance needed
if the main source of heating in your home
> For loss or damage when your home is
fails.
unoccupied.
If we find out your boiler is beyond economic
✘ We won’t pay to replace any of the following:
repair, we’ll pay £250 towards the cost of a
> Pumps. new one.
> Water tanks. ✘ We won’t pay:
> Radiators. > To repair leaks from any gas pipe or gas-
> Cylinders. fired appliance.
> Water softeners. > To repair a boiler that’s beyond economic
> Waste disposal units. repair.
> Macerators. > To replace your main source of heating.
> Any part of your central heating. > To repair or replace your cold water supply
tank or its supply and outlet.
> To repair or replace water supply pipes to
or from your hot water cylinder or any gas
appliance.
> To repair, replace, bleed or clear the
airlocks of any radiators.
> To remove asbestos connected to any
repair.
> For loss or damage while your home is
unoccupied.

Page 42
 Section 5: Home Emergency

✔ Electrical supply
What’s not covered
We’ll pay the cost of emergency assistance
needed if the permanent electrical supply to These only apply to this section. Please
your home fails. also see the section called ‘This policy
✘ We don’t cover: doesn’t cover’ on page 45.
> any temporary electrical wiring
> wiring outside your home The timing of your claim
> the electrical supply to outbuildings or ✘ We won’t pay for:
garages that aren’t attached to your home.
> Loss or damage that happened before
✔ Pests your cover started.
We’ll pay for the cost of dealing with pests > Loss or damage that happens in the first
that cause an emergency in your home. 14 days after your cover starts.

✘ We won’t pay: The cause of the problem

> If you haven’t followed recommendations ✘ We won’t pay for:
we’ve previously given you on how to
> Loss or damage caused by any interruption
control pests.
of mains services to your home.
> For loss or damage when your home is
> Any work due to water scale deposits or
unoccupied.
sludge caused by corrosion. This includes
power flushing.
✘ We won’t pay for loss or damage caused by:
> Fire or explosion.
> Lightning or storm.
> Earthquake.
> Flood.
> Subsidence, heave or landslip.
> Malicious damage.
> Theft or attempted theft, unless the
emergency involves the locks to external
doors or windows.
> Structural repairs or alteration.
> Demolition.

Damage during an emergency assistance

callout
✘ Loss of, or damage to any decorations,
fixtures or fittings that happens during an
emergency assistance callout. However,
you may have cover for these if you have our
Buildings or Contents cover.

Page 43
Section 5: Home Emergency continued

Who carries out the work

Other conditions to do with
✘ We won’t pay the cost of work carried out by
your home emergency cover
anyone except the authorised repairer that
we’ve sent. These only apply to this section. Please
The items that need repairing or replacing also see the section called ‘This policy
doesn’t cover’ on page 45.
✘ We won’t pay for:
> Things that need replacing after normal
use, such as lightbulbs or fuses. Calling us when an emergency
> Replacing any system or appliance if we happens
can’t find spare parts after a thorough
If an emergency happens that may need an
search.
emergency assistance callout, you must call us
> Any household appliances, such as straight away on 0345 246 6243.
washing machines and dishwashers.
✘ We won’t pay for any system or appliance Preventing loss
that:
You must take all reasonable steps to:
> Hasn’t been installed, maintained, used,
repaired, or modified in line with the > Prevent loss, damage or breakdown.
manufacturer’s instructions. > Keep your home, its systems and appliances
> Has a manufacturing or design fault. in a good state of repair.

Spare or replacement parts

The spare or replacement parts we use:
> May not be from the original manufacturer.
> May not be a like-for-like replacement.
We aren’t responsible for any delay in supplying
spare or replacement parts.

Page 44
 This policy doesn’t cover

This policy doesn’t cover

Changes that happen over time Business use
✘ We don’t cover: ✘ We don’t cover:
> Wear and tear. > Items held or used for business purposes.
> Reduction in value. This doesn’t include the items listed as
> Any damage caused gradually. business equipment in the glossary.
> Damage caused by rot, fungus,
If your home is unoccupied
woodworm, beetles, moths, insects or
vermin. ✘ We don’t cover:
> Some loss or damage when it’s been more
Maintenance, decoration, cleaning than 60 days since you last consistently
and alterations slept at your home, unless we agree
✘ We don’t cover: otherwise. This doesn’t include occasional
> Maintenance and routine decoration. visits or stays.
> Loss or damage due to lack of > If your home will be unoccupied for more
maintenance or routine decoration. than 60 days, you must contact us in
advance to let us know the reason.
> Damage caused by cleaning, dyeing,
renovating, altering, re-styling, repairing or Deliberate or illegal acts
restoring an item.
✘ We don’t cover any loss, damage or legal
> Any drop in the market value of your home liability that you, any paying guest or tenant
caused by rebuilding, or by repairing causes or allows by deliberate, wilful or
damage to your buildings. malicious act.
Repairs or replacements after a mechanical ✘ Any loss, damage or legal liability caused
or electrical breakdown by your illegal act, or a paying guest’s or
tenant’s illegal act.
✘ We don’t cover:
> The cost of repairing or replacing any item Pre-existing loss or damage
following a mechanical or electrical fault or
✘ We don’t cover any pre-existing loss or
breakdown. This includes if it has failed or
damage that happened before your cover
stopped working despite there being no
started.
apparent damage.
This exclusion doesn’t apply to Section 5: Radioactivity and radioactive contamination
Home Emergency. ✘ We won’t cover any loss or damage to
property, any direct or indirect loss, or any
Damage from domestic animals
expense or any liability from:
✘ We don’t cover: > Ionising radiation or radioactive
> Tearing, scratching, chewing, vomiting, contamination from nuclear fuel or waste.
fouling, urinating or denting by any > Radioactive, toxic, explosive or other
domestic animal. dangerous properties of nuclear
equipment or its nuclear parts.
Faulty workmanship or design
✘ We don’t cover:
> Faulty workmanship.
> Faulty design.
> The use of faulty materials.

Page 45
This policy doesn’t cover continued

War Pollution
✘ We won’t cover any costs connected with ✘ We won’t cover any loss, damage, liability or
loss, damage, liability or injury caused by: injury caused by pollution or contamination,
> War. unless it’s caused by oil leaking from:
> Invasion. > Any fixed heating installation in your home.
> An act of foreign enemy. > Any domestic appliance in your home.
> Hostilities (whether war is declared or not). Computer viruses
> Civil war, rebellion or revolution.
✘ We won’t cover any loss, damage or legal
> Any similar event. liability caused by the failure of computers
or electrical equipment caused by computer
Sonic bangs
viruses.
✘ We won’t cover any loss, damage or legal
liability caused by sonic bangs from aircraft or Terrorism
other flying objects travelling at or above the ✘ We won’t cover any loss, liability or costs
speed of sound. connected with an act of terrorism, as defined
by the terrorism laws that apply where the
incident took place.

Page 46
 Other conditions you need to know about

Other conditions you need to know about

Conditions that affect all sections Professional customer representative
except Family Legal Protection We’ll only deal with a professional customer
representative if they are authorised and
Reporting claims quickly regulated in the jurisdiction they operate in by
When you find out about anything you need to an appropriate regulatory authority.
claim for, or may need to claim for, you must tell If your professional customer representative is
us as soon as possible. regulated by the Financial Conduct Authority,
you can check the Financial Services Register
If you don’t follow our conditions
www.fca.org.uk/firms/financial-services-register
If you don’t follow any conditions, and this for details about them.
places us in a worse position:
We’ll stop dealing with a professional customer
> We’ll reject your claim, or be unable to deal representative, and only deal with you directly,
with it. if any of the following happen:
> We won’t pay your claim in full. > The professional customer representative’s
behaviour is unreasonable.
Handing over damaged items
> Settlement negotiations aren’t finalised within
You should only hand over damaged items
a reasonable timeframe.
when we, or our suppliers, ask you to.
> There’s no reasonable chance of the
Enforcing your rights settlement being finished in line with the
policy within a reasonable timeframe.
We may take steps to enforce your rights
against any other person. This will be: You must not assign or transfer your policy, or
> At our expense. any right or obligation under your policy, to any
third party without getting our written consent
> In your name.
beforehand. This includes a professional
> Either before or after we pay a claim. customer representative.
You must give us any information or assistance We’ll always keep the right to communicate
we need. directly with you. This includes if you’ve
instructed a professional customer
Other insurance policies
representative.
We won’t pay any claim if you have cover under
If you instruct a professional customer
any other insurance policies.
representative, we may still pay any claim
settlement directly to you.
If you ask us, we may agree to pay the claim
settlement to the professional customer
representative.
If we agree to do this:
> We’ll have paid your claim in full.
> We won’t be responsible for the work
carried out by your professional customer
representative, or whoever they appoint.
> We won’t be liable for any further costs
associated with that work.

Page 47
Other conditions you need to know about continued

Conditions that affect all types of Conditions that affect all sections
claim except legal or liability claims of cover
For any claims under Sections 1, 2, 3 or 5, You must keep to the policy terms, conditions
you must: and endorsements.
> Give us any relevant information and If you don’t:
evidence that we ask for at your own > We may treat your policy as if it had never
expense. This may include: existed.
• Proof of ownership. > We may reject your claim.
• The value of the lost or damaged item. > We may not pay your claim in full.
• Written estimates for repair.
> Allow us (or our appointed suppliers) to access Preventing loss
or inspect the damaged items or property. You must take reasonable care to prevent loss,
> Immediately tell the police about any loss or injury, liability, damage or accidents to the
damage by deception, theft, attempted theft, buildings and contents covered under this policy.
vandalism or malicious acts.
Maintaining your buildings and contents
Conditions that affect liability claims You must keep the buildings, contents and
personal possessions covered under this policy
Liability claims are claims under: in good condition.
> Property owner’s liability (part of
Buildings cover). Fraud
> Personal liability (part of Contents cover). You must be honest in your dealings with us at
all times.
> Employers’ liability (part of Contents cover).
If we judge that you have deliberately
For claims under these sections, you must:
misrepresented any information to us when
> Send us any letter, claim, writ or summons asking for, renewing or changing cover, we
connected to any claim or potential claim as may end your policy without further notice.
soon as you receive it. You must not answer We’ll also keep any premiums you’ve paid. We
the communication before sending it to us. may recover from you claims payments we’ve
> Get our written consent before admitting, previously made, including costs.
denying, negotiating or settling a claim.
We won’t pay a claim that is in any way
> Give us all the information and help we need. fraudulent, false or exaggerated.
We may take over, defend or settle the claim, If you, any person insured under this policy,
or take up any claim in your name for our own or anyone acting on your behalf attempts to
benefit. deceive us, or knowingly makes a fraudulent,
false or exaggerated claim, we may:
> Cancel your policy.
> Reject your claim and any following claims.
> Keep any premium you have paid.

Page 48
 How the policy works

How the policy works

What happens if we discover fraud Telling us about changes
If we discover fraud, we have the right to:
You must tell us as soon as possible about any
> Cancel any other products you hold with us. changes that could affect the level of cover of
> Share information about your behaviour with your insurance. This includes if:
other organisations to prevent further fraud. > You change the address where you currently
> Cancel this policy, if the fraud happened live.
under any other policy you hold with us. > Any work is done to your home, other than
We may also involve the relevant authorities routine maintenance or decoration.
who can bring criminal proceedings. > You’re prosecuted for any offence, or
convicted of an offence. This excludes
People involved in this contract motoring offences.
This policy is a contract between the > You let your home out to tenants, or any
policyholder and U K Insurance Limited. Unless paying guest or a lodger moves in.
we’ve stated otherwise, nothing in the policy
> Your home is used for business purposes,
is intended to confer a directly enforceable
or as a holiday home. We don’t count
benefit on any other party under the Contracts
paperwork, telephone calls, child minding
(Rights of Third Parties) Act 1999.
and computer work.
Telling us that your home will be unoccupied > You become aware that your sums insured
may be too low, and need to be increased.
If your home is going to be unoccupied for
more than 60 days, you must contact us before This list doesn’t set out all the changes you
this happens, so we can tell you about how this must tell us about. If you’re not sure whether
affects your insurance. a change may affect your cover, please
contact us.
Please see ‘If your home is unoccupied’ in the
section called ‘This policy doesn’t cover’. What we’ll do when you tell us about
Here are some situations where your home may a change
become unoccupied. We may reassess your cover, your premium, or
> Building work. both. We may charge you an administration fee
> A long trip or extended holiday. for this. Please see your home insurance details
for details of the fee.
> If you’re only living in the UK part-time.
> While you’re waiting for a sale to go through. What happens if you don’t tell us about
> If someone goes into residential care. a change
> If the policyholder dies. If you don’t tell us about any changes:
> While you’re waiting for probate. > Your policy may be invalidated.
> We may reject your claim.
> We may not pay your claim in full.

Page 49
How the policy works continued

Paying your premium Renewing your policy

Paying your premium When your policy is due for renewal, we may
offer to renew it for you automatically using the
We’ll only cover you under this policy if you payment details you have already given, unless
keep up your payments. you or we have advised otherwise.
If you change your home insurance and there’s We’ll contact you at least 21 days before your
an extra premium to pay, you can pay this at the policy ends to confirm your renewal premium
time of the change, or add it to your monthly and policy terms, and before taking any
payments. payment. If you don’t want to renew your policy,
you must contact us before your renewal date
What happens if we can’t collect
to let us know.
your payment
If we don’t hear from you, we will debit your
If you pay monthly and we can’t collect your
account with the payment details we hold
monthly payment on the day it’s due, we’ll write
on record, and your policy will automatically
to you to let you know, and ask you to make the
continue without a break in cover from your
payment.
stated renewal date. You can contact us by
If we don’t receive payment by the date we set phone, post or online if at any time your
out in our letter, we may cancel the policy. If we circumstances change and you no longer
do this, we’ll give you at least 7 days’ notice. want your policy to renew automatically.
We’ll also write to you to tell you the policy has If you choose not to renew automatically,
been cancelled. your policy – including any additional products
If you or we cancel your credit agreement, or benefits – will lapse on the renewal date,
the cancellation date may be different to the and you will be uninsured unless you contact
cancellation date of the insurance policy. us (or an alternative insurer) to arrange cover.
It’s not possible to offer automatic renewal
If there’s a claim while you owe us money
with all payment methods, so please check
If you’ve claimed, or if someone has claimed your renewal invite for further details. In some
against you, while you owe us money, we may instances, we may be unable or choose not to
refuse your claim. offer renewal terms. If so, we will write to you at
If we allow your claim, you must pay us the your last known address to let you know.
following:
> All instalment payments that are due under
the credit agreement but haven’t been paid
yet.
> The total remaining balance under the credit
agreement.
If we agree to pay your claim and you haven’t
paid these amounts, we may take the total that
you owe us off the amount that we pay you to
settle the claim.

If you owe us an additional premium

We may refuse your claim. If we allow your
claim, we may take any additional premium off
the amount we pay you to settle the claim, or
we may proportionately reduce any payment
we make to you.

Page 50
 How the policy works

Your right to cancel your policy If the cancellation or removal happens

or remove any optional cover at renewal
You may cancel your policy, or remove any Before your new period of insurance starts If you
optional Family Legal Protection or Home cancel your policy or remove any optional
Emergency cover you’ve added, at any time by Family Legal Protection or Home Emergency
contacting us on 0345 246 0223 or sending cover before the new period of insurance is due
us notice in writing. The text below explains to start, we’ll return any premium paid in full.
whether we’ll charge you and how much we’ll
After your new period of insurance starts If you
refund in each situation.
cancel your policy within 14 days of the start of
You must contact us to cancel your policy the new period of insurance or within 14 days of
from a specific date, even if you are paying by receiving your renewal documents (whichever is
instalments. If you do not contact us and you later), we’ll charge for the time you’ve had cover,
cancel your Direct Debit payments, we will and refund the rest of the premium paid.
follow the process set out under the section
If you remove any optional Family Legal
heading ‘What happens if we can’t collect your
Protection or Home Emergency cover within
payment’. When this happens your policy is not
14 days of the start of the new period of
immediately cancelled and we’ll ask you to pay
insurance or within 14 days of receiving your
the money you owe.
renewal documents (whichever is later), we’ll
charge for the time you’ve had cover, and return
If the cancellation or removal happens
any premium you’ve paid.
before your cover starts
We’ll give a full refund. If you’ve made a claim before cancelling
If you cancel your policy, we won’t refund any
If the cancellation or removal happens
Buildings, Contents or Personal Possessions
within 14 days of your policy starting,
premium if either of the following has happened
or within 14 days of receiving your
during the period of insurance:
documents (whichever is later)
> You’ve made a Buildings, Contents or
If you cancel your policy, we’ll charge for the
Personal Possessions claim.
time you’ve had cover, and refund the rest of
the premium paid. > Someone has made a liability claim under
Buildings or Contents against you.
If you remove any optional Family Legal
Protection or Home Emergency cover, we’ll We will return any premium you’ve paid for
charge for the time you’ve had cover, and any optional Family Legal Protection or Home
refund the rest of the premium paid. Emergency cover, less a charge for the number
of days you’ve had cover.
If the cancellation or removal happens
after the 14-day cooling off period
If you cancel your policy, we’ll charge for the
time you’ve had cover, plus an administration
fee, and refund any remaining premium paid.
If you remove any optional Family Legal
Protection or Home Emergency cover, we’ll
charge for the time you’ve had cover, and
refund the rest of the premium paid.

Page 51
How the policy works continued

If we need to cancel the policy Index linking

We have the right to cancel your policy at any Here’s how we use index linking.
time if there’s a valid reason. We’ll give you at
least 7 days’ notice in writing. We’ll send our Buildings cover
cancellation letter to the last known address we If you’ve set your own buildings sum insured,
have for you. we’ll index-link the amount shown on your
Valid reasons may include, but are not home insurance details. We’ll do this using the
limited to: House Rebuilding Cost Index from the Royal
Institution of Chartered Surveyors, or another
> You failing to cooperate with us or send us
appropriate index.
information or documentation as required
by the terms of your policy. This is especially We don’t apply index linking to our other policy
where this significantly affects our ability to limits in ‘Section 1: Buildings’.
process your claim or deal with your policy.
Contents cover
> Changes to your circumstances that mean
you no longer meet our criteria for providing We don’t index-link your contents sum insured
home insurance. or our other policy limits in ‘Section 2: Contents’.
> You using threatening or abusive behaviour However, if you’ve declared high-risk items,
or language with our staff or suppliers. we may index-link some of these using the
Consumer Price Index. You can see any high-
If we cancel your policy, we’ll return the
risk items on your home insurance details.
premium paid minus the amount for the period
the policy has been in force. Personal Possessions cover
We don’t index-link your Personal Possessions
sum insured or our other policy limits in
‘Section3: Personal Possessions’.
However, if you’ve declared high-risk items,
we may index-link some of these using the
Consumer Price Index. You can see any high-
risk items on your home insurance details.

Page 52
 If you have a complaint

If you have a complaint

How we can help If you’d prefer to write to us, please send your
If something’s not right, please call us on: letter to Customer Relations Manager, Churchill
Court, Westmoreland Road, Bromley BR1 1DP.
> 0800 051 0213 if you’re in the UK.
Our staff will do everything they can to support
> +44 (0) 1903 636 991 if you’re outside the UK.
you. We’ll aim to resolve most issues within
How to make a complaint three working days of receiving your complaint.
We understand that things don’t always go to If your complaint can’t be resolved within three
plan and there may be times when you feel working days, we’ll contact you to let you know
we’ve let you down. If this happens, we want who’ll be dealing with it, and what the next
you to tell us. We’ll do our best to put things steps are.
right as soon as possible, or explain something We’ll keep you updated regularly. You’ll also
we could have made clearer. receive the following written communication
Please call us on 0800 051 0213 to speak to us from us, depending on how long it takes us to
about your problem. resolve your complaint.

Communication type When will you get this? What will it tell you?
Summary If we’ve been able to resolve your It will let you know your complaint has
Resolution complaint to your satisfaction within been resolved and tell you about the
Communication 3 working days of receiving your Financial Ombudsman Service (FOS).
complaint.
Acknowledgement If we’ve been unable to resolve your It will let you know our complaint
complaint to your satisfaction within handling process and information
3 working days of receiving your about the Financial Ombudsman
complaint. Service.
Unable to reach If we’ve been unable to resolve your It will let you know why we aren’t
resolution within complaint within 8 weeks. in a position to give you our final
8 weeks. response and when we expect to be
able to provide this. We’ll also let you
know about your right to contact the
Financial Ombudsman Service.
Final Response If we’ve been unable to resolve your This is a detailed response,
complaint within 3 working days, we’ll which will outline:
send you our Final Response when > our investigation
we’ve completed our investigations. > the decision
We’ll do our best to send this at the
> any next steps.
earliest opportunity.
It will also provide information about
the Financial Ombudsman Service.

Page 53
If you have a complaint continued Everything else
Independent review Our regulators
If we don’t complete our investigations within
U K Insurance Limited is authorised by the
8 weeks of receiving your complaint, or you’re
Prudential Regulation Authority and regulated
unhappy with our response, you may ask the
by the Financial Conduct Authority and
Financial Ombudsman Service (FOS) to look at
the Prudential Regulation Authority under
your complaint. This is a free and independent
registration number 202810. The Financial
service. If you decide to contact them, you
Conduct Authority website, which includes a
should do so within 6 months of our response
register of all regulated firms, can be visited
letter. Referring your case to the FOS will not
at www.fca.org.uk, or the Financial Conduct
affect your legal rights.
Authority can be contacted on 0800 111 6768.
You can contact them by:
Email: Financial Services
[email protected] Compensation Scheme
Phone:
General insurance claims are covered by the
UK: 0300 123 9123 or 0800 023 4567
Financial Services Compensation Scheme. Full
Abroad: +44 (0) 20 7964 0500
details of the cover available can be found at
Writing to: www.fscs.org.uk. U K Insurance Limited is a
Financial Ombudsman Service, Exchange member of this scheme.
Tower, London E14 9SR
Their website also has a great deal of useful Meeting your needs
information: www.financial-ombudsman.org.uk
We haven’t given you a personal
If your complaint is to do with your recommendation as to whether this policy is
Section 4: Family Legal Protection suitable for your specific needs. Just to let you
know, our consultants may receive a bonus if
If your complaint relates to Section 4: Family
you buy any cover with us.
Legal Protection, you can refer your complaint
to arbitration instead (where an independent
person, known as an arbitrator, makes a
The law that applies
decision to settle the dispute). The arbitrator You and we may choose which law will apply to
will be a solicitor or barrister or other suitably this policy. Unless both parties agree otherwise,
qualified person that you and we agree on. English law will apply.
If you and we cannot agree, then we’ll ask
We’ve supplied this policy and other information
the Chartered Institute of Arbitrators to decide.
to you in English and we’ll continue to
The arbitrator’s decision will be final, and
communicate with you in English.
whoever doesn’t win will have to pay all
costs and expenses.

Page 54
 What is ‘water escape’?

What is ‘water escape’?

Staycation (or luxury cruise)?
‘Water escape’ is how we talk
about leaks. Are you planning to be away from home for
more than a day or two?
Water escape can happen when frozen
If you’re going away in cold weather, make sure
pipes burst causing water damage to
you always:
the home, or a broken washing machine
damages the kitchen units. > Consider turning off the stopcock to limit a
possible escape of water.
If a water pipe in your loft bursts when
> Set your heating to 12C (54F). At this
your home is empty, 250 gallons of water
temperature, pipes shouldn’t freeze.
an hour could escape until you find out.
> Leave the loft hatch open (if you have water
pipes or a water tank in the loft) so warmer air
How to protect you and your home can rise up.
> Arrange for a family member or friend to
> Consider lagging all internal pipework – in
check your home regularly. (Or just add it to
particular, pipes in the loft. This can be done
your housekeeper’s list).
easily and cheaply with pipe insulation covers
that can be bought from a DIY store.
> Cover outside taps with covers to help
prevent freezing.
> Watch out for changes in your home. Drops
in boiler pressure, or discolouration to floors
could all be signs of a leak. Keep an eye on
your sealant and grout around the home as
if damage is caused by this failing, you’re not
covered.
> Check if your boiler has been maintained
in line with the manufacturer’s instructions.
These can usually be found in your boiler
user manual, or on the manufacturer’s
website.
> We will deal with the resultant damage of
a water leak, subject to confirmation of
cover and any excess. We will not cover the
source of the leak unless you have Home
Emergency cover on your policy. Refer to
your home insurance details to check if you
have this cover.
> Remember it’s important to keep your home
in a good general condition and deal with any
problems quickly to avoid any issues if you
need to make a claim.

Page 55
Making a claim Help with something else?
Do it online Manage your policy online
privilege.com/claims privilege.com/my-account
Or, use your phone to scan this QR code Or, use your phone to scan this QR code

Need to claim? FAQs

0345 246 0223 privilege.com/faqs
Monday to Friday 8am to 8pm Or, use your phone to scan this QR code
Saturday 9am to 5pm

Home Emergency claims

0345 301 6243
If you have home emergency cover
24 hours, 365 days a year
Call
Family Legal Protection
– Legal Helpline 0345 246 0223
Monday to Friday 8am to 8pm
0370 607 1177 Saturday 9am to 5pm
24 hours, 365 days a year Sunday 9am to 4pm

Home emergency helpline

0345 246 2362
For practical advice any time you need it
24 hours, 365 days a year

If you would like a Braille, large print or audio version

of your documents, please let us know.
Privilege insurance policies are underwritten by U K Insurance Limited, Registered office: The Wharf, Neville Street, Leeds, LS1 4AZ.
Registered in England and Wales No.1179980. U K Insurance Limited is authorised by the Prudential Regulation Authority and regulated
by the Financial Conduct Authority and the Prudential Regulation Authority. Calls may be recorded.

HVCP PRIV H PB 0424