Home Insurance Policy Booklet - Together Mutual

Home Insurance

policy booklet

Important: Please read and keep it safe

Together Mutual Insurance is a trading name of UIA (Insurance) Ltd. UIA (Insurance) Ltd is a member of the Association of British Insurers and is registered under the Industrial and Provident Societies Act - No. 2898R Principle Office is in England at the address above. UIA (Insurance) Ltd is authorised by the Prudential Regulation Authority and regulated by the Financial Conduct Authority and the Prudential Regulation Authority.

Together Mutual InsuranceKings Court, London Road, Stevenage, Herts SG1 2TPwww.togethermutualinsurance.co.uksupport@togetherinsurance.co.uk

TOG150 (01/15)

1. An insurance policy is a legal document and is evidence of a contract of insurance. This Together Mutual Insurance home insurance policy is underwritten by UIA (Insurance) Ltd and is in three essential parts: the policy booklet, the policy schedule and the statement of facts or original proposal form.

2. Please read the policy booklet and schedule together. The policy booklet sets out the normal basis on which we provide the insurance.

3. The schedule makes the policy unique to you and sets out the details of what and who is insured. Any variations in the insurance are shown on the schedule.

4. Keep all of Your insurance documents in a safe place. Whenever you receive a new schedule or there is a policy amendment, keep the new document with the policy. You do not need to keep old schedules.

5. Please ensure that the policy meets Your requirements. Should you have any queries please telephone one of our Customer Advisors, who will be pleased to assist you.

6. You are entitled to receive a copy of the information we hold about you for a small fee. If you have any questions or you would like to find out more about this notice you can write to the Data Protection Officer at Together Mutual Insurance, Kings Court, Stevenage, Hertfordshire, SG1 2TP or telephone 01438 761 670.

In addition, we recommend that you retain items such as receipts, valuations, photographs, instruction booklets and guarantee cards for all major purchases, in order to assist you in proving any loss.

If you decide that you do not wish to accept this policy, please return it within 14 days of receipt and, provided that no claims have been made, we will refund the premium.

About Your policy

24hr Home Insurance Claims helpline

01438 51 88 77* Policy helpline 8.30am to 6pm Mon-Fri

01438 761 670*

24hr Legal helpline

0117 917 1698* 24hr Home Emergency Cover helpline

0844 249 8455*

(Quoting: 504952, if you have selected this level of cover only)

24hr Travel Claims helpline

020 7748 2964*

Contents

How to amend or check Your policy 4

How to make a claim 5

How to make a complaint 6

Contract of insurance 8

Definitions 10

Section A – Buildings 13

– Extended Accidental Damage cover 17

– Owner’s liability to the public 18

– Extra costs 19

– How we will settle Your claim under Section A 20

Section B – Contents 21

– Personal liability 29

– How we will settle Your claim under Section B 31

Section C – Personal possessions in and away from the home 32

– How we will settle Your claim under Section C 34

Section D – Legal Protection and Identity Theft Protection 35

Section E – Home Emergency Cover 46

Section F – Annual Travel Cover 53

Exclusions which apply to Sections A, B and C of the policy 79

Conditions which apply to Sections A, B and C of the policy 82

Claims Conditions 84

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* For quality and protection, Your call will be recorded. We exchange information with other insurance companies and the Police to prevent fraud. (Call rates may vary).

How to amend or check Your policy

Policy Helpline 01438 761 670*

Questions about Your policy Your policy schedule shows the cover (Classic, Premier or Premier Plus) that you have chosen. Please check that you have the cover you require. Should you have any questions about Your policy or Your payments, please call one of our Customer Advisors on our policy Helpline.

Changes to Your policy If you wish to make a change to Your insurance, please call one of our Customer Advisors on our policy Helpline.

IMPORTANT NOTICE We have issued this policy using information you have given or which was provided on Your behalf. Please make sure you tell us if any circumstances change which may affect this insurance. For example:

• Changing Your address

• Leaving the home unoccupied for periods longer than 60 days

• Changing Your occupation

• Extending or altering Your property, or having building work done on Your home which is more than routine repair, maintenance or decoration

• Increasing the number of bedrooms

• If Your home is to become let out to tenants or shared with lodgers

• If you or any member of Your family is convicted of any criminal offence or

has any prosecution pending for any offence (except for motoring offences or any offences which are spent under the Rehabilitation of Offenders Act 1974)

• You use Your home in any way for business or professional purposes.

If you are in any doubt as to whether a change may affect this policy please tell us, as failure to do so could affect the validity of Your insurance.

Whilst Your policy provides cover for a wide range of insured events, it does not provide cover for the general maintenance or wear and tear of Your property. Cover is provided for unforeseen events for example fire, storm and flood damage, but it is not a maintenance contract or service policy, and therefore does not cover the general upkeep or repair of Your property. Policy Helpline is open 8.30am to 6.00pm Monday to Friday.

24hr Legal Helpline 0844 372 9892*

Legal advice whenever you need it As an additional policy benefit, we have secured access to a team of legal professionals who can assist you with any legal queries you may have (other than for employment advice). This service is exclusively available FREE of charge to our insurance customers.

24hr Claims Helpline 01438 51 88 77*

We hope you will not suffer any misfortune but, if you do, the following advice will be useful.

First check that Your claim is covered by Your policy. Each section of the policy booklet contains details of what we will pay for, what we will not pay for and how we will settle Your claim. There are Exclusions and Conditions that apply to Sections A B & C of the policy, see pages 79 to 83.

To report a claim, please call the Claims Helpline for assistance. Simple claims can be dealt with in one phone call. our Claims Handlers will be able to guide you through Your claim to ensure that it is resolved as quickly and sympathetically as possible.

If you prefer, you may notify us of Your claim online atwww.togethermutualinsurance.co.uk/web-claims,by email [email protected]

or in writing, to: Together Mutual Insurance Claims DepartmentUIA (Insurance) Limited,Kings Court, London Road,Stevenage, SG1 2TP

You should take any emergency action that may be necessary to protect Your property from any further damage i.e. switch off the gas, water, electricity (if safe to do so) etc.

Keep all damaged items as we may wish to view them. You should also collate any documentation that may support Your claim, such as receipts, valuations, instruction booklets and guarantee cards. It may be helpful to take photographs to support Your claim.

For theft, malicious or impact damage, you must inform the Police at once. They will provide you with a crime reference number. We need this to deal with Your claim.

What will happen next? We will register Your claim and start our claims process.

If an item requires replacement, we have a nationwide network of suppliers who can provide brand new replacements on a number of household items quickly and efficiently.

If work needs to be carried out to the building we can appoint one of our preferred contractors who will be able to contact you to arrange an appointment. Please refer to Claims conditions on page 84.

*For quality and protection, Your call will be recorded. We exchange information with other insurance companies and the Police to prevent fraud. (Call rates may vary).

How to make a claim

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How Your complaint will be handled This Together Mutual Insurance policy is underwritten by UIA (Insurance) Ltd. UIA is a member of the Association of British Insurers (ABI) and is authorised by the Prudential Regulation Authority and regulated by the Financial Conduct Authority and the Prudential Regulation Authority. UIA takes all complaints received very seriously as we aim to provide a high quality of service to all our customers.

We welcome feedback from our customers in any form. This section of Your policy booklet explains the procedure that Together Mutual Insurance will follow in the event that you feel dissatisfied with any aspect of the service you receive.

A complaint may be made in writing either by letter, fax or e-mail, or verbally either in person or by telephone. When contacting us, it is important that you fully explain Your complaint, providing all the details you feel are relevant. We promote an internal complaints procedure, which enables us to fully consider all of Your concerns and gives us the opportunity to resolve these for you. Contact details for Your complaint are as follows: 1. If you wish to make a complaint regarding

Your policy then please contact us on 01438 761 670*, if Your complaint is in respect of a claim, then please contact us on 01438 51 88 77*. Please be ready to quote Your policy or claim number.

2. You may contact us by email at [email protected]

3. If you wish to write to us about Your complaint, please address Your correspondence to the Customer Relationship Manager (if regarding Your policy) or the Claims Manager (if regarding a claim) at the following address:

Together Mutual Insurance Kings Court London Road Stevenage SG1 2TP

4. If Your complaint is not resolved to Your satisfaction, you may ask the Financial Ombudsman Service to review Your case. You can telephone this service on 0800 023 4567 or 0300 123 9123 or write to:

Financial Ombudsman Service Exchange Tower London E14 9SR

Acknowledgement If Your complaint cannot be resolved immediately, it will be acknowledged in writing within 5 working days of receipt at Together Mutual Insurance. our acknowledgement letter will outline our understanding of Your complaint, the timescales for completing the investigation and confirm that it will be investigated in accordance with the rules of the Financial Conduct Authority.

How to make a complaint

Investigation We will investigate Your complaint and issue a full reply explaining our decision. We aim to do this within 4 weeks. If, at the end of 4 weeks, we have not been able to complete our investigation, we will write to you explaining why it has not been possible to complete it and let you know when you may expect a reply.

If we have not completed our investigation 8 weeks after receiving Your complaint, we will write to you again explaining why it has not been possible to complete it. We will also advise you that if you are not satisfied with the progress of the investigation you may escalate the complaint to the Financial Ombudsman Service.

Outcome Once our investigation is complete we will write to you with our decision, fully explaining how we came to that decision. The letter – termed a “Final Response” - will, if appropriate, detail any offer being made to you. The letter will explain that if you are still not satisfied with the outcome of Your complaint, you may escalate the complaint to the Financial Ombudsman Service, which you must do within 6 months of the date of the letter.

Financial Services Compensation Scheme (FSCS) We are covered by the FSCS. You may be entitled to compensation from the scheme if we cannot meet our obligations. This depends on the type of business and the circumstances of the claim.

* For quality and protection, Your call will be recorded. We exchange information with other insurance companies and the police to prevent fraud. (Call rates may vary).

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Contract of insurance

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You (the Insured) have entered into a contract with us, Together Mutual Insurance, underwritten by UIA (Insurance) Limited, Kings Court, London Road, Stevenage, SG1 2TP

This policy is evidence of that contract.

The information provided by you either orally as detailed in the statement of facts or written as detailed in a proposal form, forms the basis of that contract.

We will insure you for those sections shown in the schedule, in accordance with the terms of the policy, against loss, damage or legal liability which occurs during any period of insurance for which you have paid, or agreed to pay and we have accepted, or agreed to accept the premium.

The policy and schedule and any endorsement(s) should be read together as a single document. Any word or expression that has a particular meaning has the same meaning wherever it appears throughout the policy.

Signed

Ian Cracknell, CEO

Law applicable to the contract We, the insurer, and you, the policyholder, can choose the law applicable to the contract. We have decided that it is appropriate that the law applicable to our contract is the law of the country where you

are usually resident where this is within the United Kingdom, Channel Islands or Isle of Man. Otherwise English Law will apply.

Language applicable to the contract The policy and any associated documentation and all communications, whether written or verbal, will be in English.

Membership rights attached to Your policy For so long as Your policy is in force, you will be entitled to be a member of UIA. If Your policy is jointly held, each person named on the policy will be a member of UIA.

This is due to UIA’s status as a mutual organisation, which means that as a policyholder, you are actually one of the people to whom the company belongs. There are no outside shareholders expecting a share of the profits. Instead, our profits are reinvested in the company and/or donated to the UIA Charitable Foundation (a registered charity), keeping premiums low while providing members and their families with a wide range of real value for money products.

Provided you are a member at the relevant date, you will receive notice of, and be entitled to attend, and to speak and vote (in person or by proxy) at UIA’s annual general meeting, as well as any other general meetings of UIA’s members which may take place.

However, membership does not convey any right to receive any payment (in cash or in kind) by way of compensation for loss of membership rights if UIA ceases to be a mutual society or merges with, or transfers its business to, another mutual society or

company. In such circumstances, you will be deemed to have agreed to assign to UIA any right to receive any such payments. UIA would pass any such payments to the UIA Charitable Foundation absolutely.

You can obtain a copy of UIA’s rules, by writing to the Company Secretary, or by calling 01438 761 670. The rules set out in more detail how UIA operates and is governed including provisions regarding members’ meetings and the composition and powers of the Board of Directors.

Certain words or phrases in this policy printed in bold (like this) have the meaning set out below. The meaning applies wherever the word or phrase is used throughout the policy, unless under Section D - Domestic Legal Protection, Section E -Home Emergency and Section F - Annual Travel Cover, a more specific meaning is given.

Accidental damage Any damage not specifically excluded under the terms of this policy and not caused by a deliberate act by you or Your family.

Bedroom A room originally built to be a bedroom or any rooms used as bedrooms following a loft conversion.

British Isles Great Britain, the whole of Ireland, the Orkney and Shetland islands, the Isle of Man, the Hebrides, the Isle of Wight, the Scilly Islands, Lundy Island and the Channel Islands.

Buildings The structure of the private dwelling and the domestic outbuildings, including aerials, wind turbines, garages, services tanks, tennis courts, swimming pools, permanently plumbed in hot tubs, terraces, patios, drives, footpaths, walls, gates, fences, hedges and fixtures and fittings all contained within the premises and all belonging to you or for which you are legally liable.

Business equipment (included in Premier & Premier Plus policies only)Computers, modems, keyboards, monitors,

printers, word processing equipment, facsimile machines, photocopiers, typewriters and office furniture.

ContentsHousehold goods, business equipment and all other articles belonging to you or Your family or for which you are legally liable under a hiring or other written agreement. This is only while they are in the home.

It includes valuables, money (included in Premier & Premier Plus policies only), stamp, coin or any other collection and visitors’ personal belongings.

It does not include motorised or mechanically propelled vehicles or conveyances (other than domestic gardening equipment and motorised wheelchairs), caravans, hovercraft, water craft, windsurfers, and any other equipment or craft designed for use in or on the water, hang gliders, aircraft, trailers or any parts of, or accessories for, such vehicles/craft.

It also does not include living creatures, deeds, bonds, documents or securities, any part of the buildings including fixtures and fittings, visitors’ personal belongings which are covered by other insurances or items used or stored in connection with a business, trade or profession other than business equipment.

ExcessThis is the first part of any claim, which you are responsible for. We will only apply the standard policy excess once to each claim. If a claim is made under two or more sections of the policy because, for example both

Definitions

the Buildings and the Contents have been damaged in the same incident by the same cause, we will still only apply the standard excess once, but any and all voluntary additional or compulsory additional excesses applying to the relevant sections of the policy, will also be deducted from the total amount of the agreed claim.

The Standard Excess and the Subsidence and Escape of Water Excess are shown on Your schedule as are any applicable voluntary additional or compulsory additional excesses.

Geographical limits a) The United Kingdom and Europe b) Elsewhere in the world but only for one

period not exceeding 30 continuous days from the day of departure in any one period of insurance.

HomeThe private dwelling you live in shown in the schedule as the Insured Property, together with its garages and outbuildings (forming part of the title deeds) all used solely for domestic purposes, or for working from home in a purely clerical or administrative capacity, with no business visitors and no business stock, money or equipment on the premises.

Limit of coverThe maximum amount we will pay, as shown in the policy schedule.

Money Cash, cheques, currency, notes, bank notes, coins and stamps that are not part of a collection, postal orders or other money

orders, savings stamps and certificates, luncheon vouchers, travellers cheques, gift vouchers, telephone cards and travel tickets.

Period of insuranceThe time during which the policy is in force, being the period between the inception date or the last renewal date (whichever is later) and the next renewal date.

Personal belongingsItems designed to be worn or carried about the person, but not valuables.

PolicyThe printed booklet together with the schedule and the original proposal form or statement of facts.

PremisesThe buildings and boundaries of the home and the land, fences, walls, gates, paths, drives and terraces as shown in the schedule.

Statement of FactsThe loose sheet(s) detailing the information you have supplied to us and upon which we have based the premium and insurance provided.

Unfurnished Without sufficient furniture and furnishings for normal living purposes.

United Kingdom Great Britain, Northern Ireland including the Isle of Man and the Channel Islands. UnoccupiedWhen Your home has not been lived in by you or any person permitted by you for more than 60 consecutive days.

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Definitions (continued)

This section only applies if shown on Your Schedule.

We will pay for loss of or damage to the buildings directly caused by the following Insured Events:

1. Fire, explosion, lightning, and earthquake.

We will not pay for:

• The Standard Excess shown on Your schedule (No Standard Excess is applicable under a Premier Plus policy)

• Scorched items where no actual ignition has occurred or damage has been caused by heat from a domestic appliance or heater unless Optional Extra Cover Accidental Damage is included and is shown on Your schedule.

2. Smoke.



• Loss or damage caused by smog, industrial, commercial or agricultural operations or any gradually operating process

3. Riot, civil commotion, strikes, labour and political disturbances.


• The Standard Excess shown on Your schedule (No Standard Excess is applicable under a Premier Plus policy).

4. Malicious persons and vandals.



• Loss or damage caused by any persons lawfully on the premises

• Loss or damage while the premises are unoccupied or unfurnished for more than 60 days continuously.

5. Theft, attempted theft or hold up.



• Loss or damage caused by you, or with the connivance of you or any member of Your family or by a paying guest, lodger or tenant

• Loss or damage while the premises are unoccupied or unfurnished for more than 60 days continuously

• Any property lost by deception, unless deception is used solely as a means to enter the home

6. Collision with the buildings by an aircraft, aerial device or anything falling from them, or by a vehicle, train or animal.



• Loss or damage caused by insects, birds, vermin or domestic pets

Section A - Buildings

Unspecified valuables Items of jewellery, furs and watches.

Valuables Items of gold, silver, silver plated or other precious metals, jewellery, furs, pictures, curios or other works of art or antiques. You, Your The person named in the schedule as the Insured and Your spouse or partner permanently living in Your home.

Your familyMembers of Your family permanently living with you (excluding students living away from home).

We, us, our Together Mutual Insurance, underwritten by UIA (Insurance) Limited.

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Section A - Buildings (continued)

7. Falling trees or branches, including the cost of removing fallen trees or branches that have caused actual damage to the buildings.



• Loss or damage to gates, fences, hedges, tennis courts, swimming pools or swimming pool covers, permanently plumbed in hot tubs or the costs of removing fallen trees or branches that cause damage to such items.

8. Falling radio and television aerials, masts and satellite dishes that have damaged the buildings (including damage to the aerials or masts).



• Loss or damage to satellite dishes.

9. Storm or flood.

Note – We consider a storm to be one incident of very strong winds, sometimes accompanied by rain, hail or snow. Heavy or persistent rain alone should not cause damage to a property in sound condition and does not constitute storm, unless there is a torrential downpour concentrated into a short period of time. It is important to remember that you are responsible for maintaining Your property in a good state of repair; a property in sound condition will withstand all but the most extreme weather.



• Loss or damage to gates, fences, hedges, tennis courts, swimming pools or swimming pool covers or permanently plumbed in hot tubs

• Loss or damage caused by the action of frost

• Loss or damage caused by subsidence, landslip or heave (This exclusion does not affect the cover given by Insured Event 11)

• Loss or damage caused by a rise in the underground water table.

10. Escape of water or oil from any fixed domestic water or heating installation or from any domestic washing machine or dishwasher.

We will also pay for damage to any fixed domestic water or heating installation within the home caused by its own internal freezing.


• The Escape of Water Excess shown on Your schedule for claims for damage caused by an Escape of Water or the Standard Excess shown on Your schedule for claims for damage caused by an Escape of Oil


• Loss or damage caused by subsidence, landslip or heave, whether resulting from the escape of water or otherwise. (This

exclusion does not affect the cover given by Insured Event 11)

• Loss or damage to the installation or appliance from which the escape has occurred, unless the installation or appliance has been damaged by its’ own internal freezing

• Loss or damage caused by wet or dry rot

• The cost of any work necessary to trace, locate or gain access to a leak, the cost of repairing the leak itself (other than repairing leaks caused by the internal freezing of pipes) or the cost of repairing any damage caused solely by accessing the leak. (This exclusion does not affect the cover available under Insured Event 17 as part of a Premier or a Premier Plus policy)

• Loss or damage (including clean up costs) following an escape of oil, unless the tank, pipe or other apparatus from which the oil escaped has been subject to annual inspection by a suitably qualified person and this inspection has confirmed that it is in a fit condition for it’s purpose.

11. Subsidence or heave of the site, or landslip.


• The subsidence Excess shown on Your schedule

• Loss or damage to swimming pools, tennis courts, patios, terraces, drives, paths, walls, gates or fences unless the home is also damaged at the same time, by the same cause

• Loss or damage to solid floor slabs or damage caused by the movement of

solid floor slabs, unless the foundations beneath the external walls of the home are damaged at the same time, by the same cause

• Loss or damage caused by coastal or water course erosion

• Loss or damage caused by the normal settlement, bedding down, expansion or contraction of new buildings

• Loss or damage caused by the settlement of made up ground or compaction of infill

• Loss or damage arising from demolition of, structural alteration of or repair to, the buildings

• Loss or damage arising from defective design, faulty workmanship or defective materials.

12. Accidental Damage to underground pipes and cables supplying services to or from the main supply (or to a septic tank or soak away) to the buildings and/or the costs of breaking into blocked sewers and repairing the pipe between the main sewer and home, following a blockage of the pipe which is unable to be cleared by rodding or jetting.



• De-lamination of pitch fibre pipes arising without the action of any external force

• Loss or damage for which you are not legally liable.

• Land drains or culverts not supplying services to or from the mains to the buildings.

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13. Rent and alternative accommodation as follows:

If any part of the buildings are made uninhabitable following insured damage, we will pay:

a) the rent you would have received but have lost while the building is uninhabitable, or

b) reasonable costs of comparable alternative accommodation until the building is habitable again for you, Your family and Your domestic pets


• More than the limit of cover shown on Your schedule

• Loss or expense that would not have been incurred had the buildings been repaired within a reasonable period of time.

14. Damage by the emergency services.

Damage to any part of Your home including its grounds, caused by the emergency services. This includes damage which occurs when the emergency services are responding to potential danger to property or injury to persons.


• Damage caused by police raids

The cover provided under Insured Events 15 – 17 only applies if Your schedule shows that you have selected a Premier or Premier Plus policy.

15. Accidental breakage of fixed glass in walls, doors, windows and roofs (including solar panels) and of built in

ceramic hobs and ovens, wash basins, pedestals, baths, sinks, lavatory pans, shower trays and other sanitary ware all fixed to the home.



• Chipping, scratching and denting, or other minor cosmetic damage

• Failure of double-glazed units unless the glass has been accidentally broken

• Taps, hoses, shower units including shower heads, lavatory seats and other accessories

• Accidental breakage caused by storm for which cover is given under Insured Event 9 storm and flood


16. Replacement and fitting of locks, including new keys, to any external doors of the home where the keys have been stolen.




• Replacement of and fitting locks of keys where the keys have been mislaid or lost.

17. Trace and access.

We will pay the reasonable cost of removing and replacing any part of the buildings

necessary to find and repair the source of any water leak from tanks, pipes, or any other domestic water or heating installation that forms part of the home.




• The cost of repair to the tank, pipe or domestic water or heating installation itself.

The cover provided under Insured Event 18 only applies if Accidental Damage is shown on Your schedule. It is automatically included if you have selected a Premier Plus policy or you can add it as an optional extra to a Premier policy. This cover is not available under a Classic policy.

18. Extended Accidental Damage Cover.

We will pay for Accidental Damage to the buildings, if Accidental Damage is shown in Your schedule.



• Any damage that we have said we will not pay for elsewhere in Section A

• Any loss or damage caused by:

a) Wear and tear or depreciation

b) chipping, scratching or denting or other minor cosmetic damage

c) wet or dry rot or any gradually operating process

d) chewing, scratching, tearing vomiting or

fouling by domestic pets, for which Your household is responsible

e) the actual process of washing, cleaning, dyeing, renovation, repair, maintenance or alteration

f) defective design, faulty workmanship or defective materials

g) movement of the land belonging to the buildings

h) movement, settlement or shrinkage in any part of the buildings or damage caused by any of them

i) demolition or structural alteration or repair of the buildings

j) mechanical or electrical breakdown or malfunction.

• Loss or damage whilst any part of the building is let, lent or shared

• Loss or damage caused by water entering Your home, unless more specifically covered elsewhere under Section A of the policy. For example, Section A would cover damage caused by water entering Your home if it is entering because storm force winds have damaged Your roof. But if there is no evidence of wind damage and water is entering solely because Your roof is old and worn, this would not be covered.

Section A - Buildings (continued)

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We will pay amounts that you or Your family become legally liable to pay arising from:

a) accidental bodily injury, death or disease to any person

b) accidental loss of or damage to property.

But only when you or Your family are legally liable to pay:

a) as owner (and not occupier) of the buildings or the land belonging to them;

b) from owning a previous home under Section 3 of the Defective Premises Act 1972 or Section 5 of the Defective Premises (Northern Ireland) Order 1975, as long as:

i) at the time of the incident giving rise to the liability you have sold the buildings

ii) no other policy covers the liability.

If you cancel or do not renew this policy after selling the buildings, the cover provided in paragraph (b) above will continue for 7 years after the policy ends as long as you have no other policy providing this cover.

Limit We will pay up to £5,000,000 for any one incident plus any other costs, expenses and solicitor’s fees which you have to pay but only if we have agreed to do so in writing.

We will not pay for liability arising directly or indirectly from:

• Your or a member of Your family’s employment, business or profession

• The use of lifts, mechanically propelled vehicles, cycles or horses

• Any contract or agreement that you or a member of Your family enter into unless liability would exist without the contract or agreement

• Injury, death, or disease to you or any member of Your family

• Loss or damage to property belonging to, occupied by, or in the custody or control of you or Your family.

We will pay for the following if we pay to repair or replace parts of the buildings damaged by any of the Insured Events.

Fees Reasonable fees payable to architects, surveyors and other professionals in order to repair or reinstate the buildings.

Removal of DebrisAny amount that we agree to pay for removing debris, demolishing, propping or shoring up parts of the buildings that have been damaged.

Local Authority RequirementsThe extra costs that you have to pay when you repair the damage to meet any Government or Local Authority requirements or regulations.


• Any fees you have to pay in preparing any claim or that you incur without our consent

• Any costs for meeting requirements or regulations notified before the loss or damage occurred

• Any costs in respect of undamaged property/portions of the property other than foundations of that part of the property destroyed or damaged

• Costs in respect of damage not insured by the policy.

We will also provide cover if you enter into a contract to sell the buildings and between exchange of contracts and completion of the sale such building is damaged by Insured Events 1 to 12. The purchaser shall be entitled to benefit from this insurance in respect of such damage provided the sale is completed and the building is not otherwise insured by the purchaser or on his/her behalf.

Owners liability to the public Extra costs Sale of Your Home

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We will pay for the necessary repair or replacement (but not improvements) of parts of the buildings following loss or damage by an insured event without deducting any amount for wear and tear or depreciation, providing that at the time of the loss or damage:

• The limit of cover for buildings represents at least the full cost of rebuilding Your home, including fees and expenses

• The buildings are in good repair

• The damaged parts of the building are repaired or replaced.

If the damaged parts of the buildings are NOT repaired or replaced or the buildings are NOT in good repair or the limit of cover does NOT represent at least the full cost of rebuilding Your home including fees and expenses, we will at our option pay either:

i) the cost of reinstating the damage less an amount for wear and tear or depreciation; or

ii) the difference between the value of the buildings before the destruction or damage and the value of the buildings after the destruction or damage.

You must provide evidence of expenditure on request.

Amount Payable The maximum we will pay for any one incident is the amount it would cost us to repair the damage to Your buildings, but not more then the amount shown on Your schedule:

• For buildings (less any excess)

• For rent and alternative accommodation. Matching Items If the buildings are fitted with a bathroom suite, sanitary fittings or other items which are part of a set or suite of matching form design or colour, we will only pay for the repair or replacement of those parts which are actually damaged.

How we will settle Your claim under Section A

This section only applies if shown on Your Schedule.

We will pay for loss of or damage to the contents directly caused by the following Insured Events:

1. Fire, explosion, lightning, and earthquake.



• Scorched items where no actual ignition has occurred or damage has been caused by heat from a domestic appliance or heater unless Optional Extra Cover Accidental Damage is included and is shown on Your schedule.

2. Smoke.



• Loss or damage caused by smog, industrial, commercial or agricultural operations or any gradually operating process.

3. Riot, civil commotion, strikes, labour and political disturbances.


• The Standard Excess shown on Your schedule (No Standard Excess is applicable under a Premier Plus policy).

4. Malicious persons and vandals.



• Loss or damage caused by any persons lawfully on the premises


• Loss or damage caused by a computer virus.

5. Theft, attempted theft or hold up.



• Loss or damage caused by you, or with the connivance of you or any member of Your family or by a paying guest, lodger or tenant


• Any property lost by deception, unless deception is used solely as a means to enter the home

• Loss or damage whilst any part of the buildings is let or shared, unless there is evidence of forcible and violent entry or exit to or from the buildings.

6. Collision with the buildings by an aircraft, aerial device or anything falling from them, or by a vehicle, train or animal.


Section B - Contents

20 21

part of the buildings to find and repair the source of water escaping from tanks, pipes or any other domestic water or heating installation that forms part of the buildings, or the cost of any loss or damage to the household heating or water system itself.

11. Subsidence or heave of the site, or landslip.


• The subsidence Excess shown on Your schedule

• Loss or damage caused by the movement of solid floor slabs unless the foundations beneath the external walls of the affected home are damaged by the same cause at the same time

• Loss or damage caused by coastal or watercourse erosion

• Loss or damage caused by normal settlement, bedding down, expansion or contraction of new buildings

• Loss or damage caused by the settlement of made up ground or the compaction of infill

• Loss or damage arising from structural alteration, repair or demolition

• Loss or damage arising from defective design, faulty workmanship or defective materials.

12. Replacement and fitting of locks, including new keys, to any external doors of the home and the cost of changing locks, including new keys, on safes or alarms fitted in the home, where the keys have been stolen.

We will not pay for: • The Standard Excess shown on Your

schedule (No Standard Excess is applicable under a Premier Plus policy)


• Replacement of and fitting locks or keys where the keys have been lost or mislaid.

13. Rent and alternative accommodation as follows:

If any part of the home is made uninhabitable following insured damage, we will pay:

a) the rent you would have to pay while the home is uninhabitable, or

b) reasonable costs of comparable alternative accommodation until the building is habitable again for you, Your family and Your domestic pets.



• Loss or expense that would not have been incurred had Your home been repaired within a reasonable period of time.

14. Contents temporarily removed from the premises lost or damaged by:

a) theft – but only from a bank safe deposit, or from a building where you or members of Your family are living, employed or carrying on a business in the United Kingdom

b) any incident covered by Insured Events 1-3 and 6-11 of Section B and occurring in the United Kingdom.



• Loss or damage caused by insects, birds, vermin or domestic pets.

7. Actual damage caused by falling trees or branches.



8. Falling radio and television aerials, masts and satellite dishes and their fittings.



9. Storm or flood.

Note – We consider a storm to be one incident of very strong winds, sometimes accompanied by rain, hail or snow. Heavy or persistent rain alone should not cause damage to a property in sound conditions and does not constitute storm, unless there is a torrential downpour concentrated into a short period of time. It is important to remember that you are responsible for maintaining Your property in a good state of repair; a property in sound condition will withstand all but the most extreme weather.


• The Standard Excess shown on Your schedule (No Standard Excess is

applicable under a Premier Plus policy)

• Loss or damage caused by a rise in the underground water table.

10. Escape of water or oil from any fixed domestic water or heating installation or from any domestic washing machine or dishwasher.

• The Escape of Water Excess shown on Your schedule for claims for damage caused by an Escape of Water or the Standard Excess shown on Your schedule for claims for damage caused by an Escape of Oil


• Loss or damage caused by subsidence, landslip or heave, whether resulting from the escape of water or otherwise. (This exclusion does not affect the cover given by Insured Event 11)

• Loss or damage to the installation or appliance from which the escape has occurred, unless the installation or appliance has been damaged by its’ own internal freezing

• Loss or damage caused by wet or dry rot

• Loss or damage (including clean up costs) following an escape of oil, unless the tank, pipe or any other apparatus from which the oil escaped, has been subject to annual inspection by a suitably qualified person and this inspection has confirmed that it is in a fit condition for it’s purpose

• The cost of removing and replacing any

Section B - Contents (continued)

22 23



• Loss or damage that we have said we will not pay for elsewhere under any of the Insured Events described in Section B

• Loss or damage by theft unless entry to the building is by forcible and violent means

• Loss or damage to contents while in halls of residence or any other rented accommodation being used by you or any member of Your family while at college or university

• Loss or damage to items in a furniture warehouse or any other storage

• Loss or damage caused by storm or flood to items which are not in a building

• Loss or damage to valuables or money

• Loss or damage to contents while on or in communal hallways, stairs or storage areas

• Unexplained disappearance of lost items.

15. Accidental loss of or damage to contents while in transit by land by professional removers, from the buildings to a new permanent place of residence in the United Kingdom, including while they are in the removers secure storage for up to 7 days.



• Loss or damage to valuables or money

• Loss or damage to china, glass, pottery or other articles of a fragile nature, unless packed by professional packers

• Chipping, scratching, denting or other minor cosmetic damage

• Chewing, scratching, tearing, vomiting or fouling by Your domestic pets or pets for which you are responsible

• Loss or damage whilst any item is left in an unattended vehicle

• Loss or damage whilst in storage for a period longer than 7 days

• Loss or damage not notified immediately to the professional removers.

16. Loss of oil or metered water following damage to the buildings from a cause which would be covered by Section A of this policy, or theft of domestic heating oil from a fixed storage tank within the premises.




• Any such loss if the premises are unoccupied or unfurnished for more than 60 consecutive days.

17. Tenant’s liability.

If you are a tenant in the buildings and not the owner or leaseholder, we will pay up to the limit shown in Your schedule in respect of any sum you become legally liable for as tenant arising out of: 1) Damage to the buildings, internal

decorations or landlord’s fixtures and fittings by any of the Insured Events 2 to 10 under Section A Buildings Insurance.

2) Accidental Damage to underground pipes and cables supplying services to or from the main supply to the buildings.

3) Accidental breakage of fixed glass in walls, doors, windows and roofs including double glazed units, solar panels, built-in ceramic hobs and washbasins, pedestals, baths, sinks, lavatory pans, shower trays and other sanitary ware fixed to the buildings.


• Damage caused by fire, subsidence, landslip or heave of the site

• Any loss or damage that we have said we will not pay for elsewhere in Section A – Buildings

• Chipping, scratching or denting, or other minor cosmetic damage

• Landlord’s fixtures and fittings

• Failure of double glazed units unless the glass has been accidentally broken

• Taps, hoses, shower units including showerheads, lavatory seats and other accessories.

18. Accidental Damage to televisions, video players and recorders, DVD players and recorders, home computer equipment and domestic audio equipment in the home and their aerials or satellite dishes



• Loss or damage arising from:

a) chipping, scratching or denting, or other minor cosmetic damage.

b) chewing, scratching, tearing, vomiting or fouling by domestic pets for which Your household is responsible.

c) mechanical or electrical breakdown or malfunction

d) defective design, faulty workmanship or defective materials

e) the actual process of washing, cleaning, assembling, dyeing, renovation, restoring, repair, maintenance, dismantling or alteration.

f) misuse or use contrary to manufacturer’s instructions

• Loss or damage to

I. business equipment unless Accidental Damage (Insured Event 25) is included and is shown on Your schedule

II. any item designed or intended for hand held or portable use (other than laptop computers and portable televisions) unless Accidental Damage (Insured Event 25) is included


24 25

III. styli, cartridges, records, recording tapes, cassettes or discs, CD’s, DVD’s and computer discs

The cover provided Under Insured Events 19 – 24 only applies if Your schedule shows that you have selected a Premier or Premier Plus policy.

19. Loss of or damage to, food in domestic deep freezers caused by a rise or fall in temperature or by contamination from refrigerant or refrigerant fumes.




• Loss or damage due to the deliberate act of the power supply authority

• Loss or damage caused by the freezer door or lid being left open or the power being turned off

• Loss or damage caused by interruption of the power supply because of strikes or labour disputes by employees of the power supply authority.

20. Contents while in the garden of the premises, lost or damaged by any of the Insured Events.




• Loss or damage that we have said we will not pay for under any of the insured events described in Section B – Contents

• Loss or damage caused by storm or flood

• Loss of or damage to pedal cycles

• Loss of or damage to lawns, plants, shrubs and trees


21. The cost of preparing new title deeds to the buildings and registered bonds if they are lost or damaged by any of the Insured Events 1 to 11 whilst in the home or whilst being kept in a bank.



• More than the limit of cover shown on Your schedule.

22. The limit of cover for Section B – Contents is automatically increased by the amount shown in Your schedule:

a) During the month of the following religious festivals to cover gifts and extra food and drink you buy:

• Buddhist - Wesak

• Christian - Christmas (Orthodox and Western)

• Hindu - Diwali

• Islamic - Eid ul - Adha and Eid ul Fitr (‘ld al - fitr)

• Jewish - Passover, Rosh Hashanah and Hanukkah

• Sikh - Vaisakhi (Baisakhi)

b) for a period of one month before and one month after the wedding day or civil partnership ceremony day of you or a member of Your family (to provide additional cover for wedding gifts).


• More than the limit of cover shown in Your schedule

23. The cost of replacing information that you have bought, downloaded and stored on Your MP3 player, home computer or other home entertainment equipment, following damage to the MP3 player, home computer or other home entertainment equipment as a result of any cause covered under Section B – Contents of this policy.



• Any information which is accidentally wiped

• Any information which is lost as a result of a computer virus or as a result of electrical or mechanical breakdown

• Any information which has been downloaded or stored illegally or without the proper authority to do so

• More than the limit of cover shown in Your schedule.

24. We will cover the cost of replacing

plants, shrubs and trees in the garden of the premises, following loss or damage resulting from – theft or attempted theft, fire, lightning, explosion, impact by vehicles (other than those belonging to, or in the control of, you or Your family) or the impact of falling trees, telegraph poles, lamp posts or any part thereof.




• Loss or damage caused by storm, flood or malicious persons

• Loss or damage occurring while the garden is being landscaped or renovated

• Loss or damage caused by any company or contractor employed or working at the premises.

The cover provided under Insured Event 25 only applies if Accidental Damage is shown on Your schedule. It is automatically included if you have selected a Premier Plus policy or you can add it as an optional extra to a Premier policy. This cover is not available under a Classic policy.

25. Accidental Damage Cover.

We will pay for Accidental Damage to the contents, if Accidental Damage is shown in Your schedule.We will not pay for: • The Standard Excess shown on Your

schedule (No Standard Excess is applicable under a Premier Plus policy)


26 27

We will pay amounts which you or any member of Your family become legally liable to pay arising from:

a) accidental bodily injury, death or disease to any person, which occurs in the British Isles

b) accidental loss of, or damage to, property, which occurs in the British Isles.

But only when you or Your family are legally liable to pay:

i) as occupiers (and not owners) of the buildings or the land belonging to the home

ii) in any other personal capacity

iii) as an employer of any domestic servant.

Limit We will pay up to £5,000,000 for any one incident, plus any other costs, expenses and solicitors fees which you have to pay, but only if we have agreed to do so in writing.

Your DutiesYou must allow us, at our option, to take over and conduct in Your name the defence or settlement of any claims (including our having full discretion in the conduct of any proceedings and in the settlement of any claim). You must give us all co-operation, assistance and information which we may require to consider any claim.

You must not accept, discuss or deny liability for any incident with any other party, unless you have our express agreement to do so. If you do so without our agreement, this may invalidate Your claim.

We will not pay for liability arising directly or indirectly from:

• Your or a member of Your family’s employment, business or profession

• The use of lifts, mechanically propelled vehicles (including wheelchairs) or toys, aircraft, caravans, watercraft or any craft or equipment designed for use on or in, the water

• Animals other than domestic dogs and cats, or horses kept for personal use. Note – we do not consider a dog to be domestic if it is used for racing, hunting, shooting or any other organised sporting activity

• Any contract or agreement that you or a member of Your family enter into, unless liability would exist without the contract or agreement

• Any activity you undertake on behalf of any organisation or as part of an organised sports team or club. For example, if you are involved in running an event such as a fete, show, display or sporting contest, this policy does not provide cover for any liability arising from Your organising, running or setting up the event. It may however cover any liability you may incur in a personal capacity as say a spectator at such an event and which is unconnected to Your involvement in running it

• Injury, death or disease to you or any member of Your family

• Loss or damage to property belonging to, occupied by, or in the custody or control of, you or Your family.

Personal Liability

28 29

• Any damage that we have said we will not pay for elsewhere in Section B – Contents

• Loss or damage arising from:

a) chipping, scratching or denting, or other minor cosmetic damage

b) chewing, scratching, tearing, vomiting or fouling by domestic pets, for which Your household is responsible

c) mechanical or electrical breakdown or malfunction

d) defective design, faulty workmanship or defective materials

e) the actual process of washing, cleaning, assembling, dyeing, renovation, restoring, repair, maintenance, dismantling or alteration

f) wet or dry rot, or any other gradually operating cause

g) misuse or use contrary to manufacturer’s instructions

h) loss or damage while the premises are left unoccupied or unfurnished for more than 60 continuous days


Provided that, at the time of loss or damage by any of the Insured Events, the limit of cover on contents is at least the full cost of replacing all the contents as new (less any amount for wear, tear and depreciation on clothing and household linen), we will at our option:

a) replace as new

b) pay the cost of repair

c) pay the cost of replacing as new, on a like for like basis

d) make a cash payment (but this will not be more than the cost to us of repairing the lost or damaged item or of replacing the item as new on a like for like basis).

This is for any property lost or damaged. For clothing and household linen, we will make a deduction for wear, tear and depreciation.

If at the time of the loss or damage, the value of the contents (this being the maximum cost of replacing all of the contents as new on a like for like basis & taking into account the limits below) is more than the limit of cover shown on Your schedule, then we will reduce any claim payment by the same percentage that the contents limit of cover is less than the full cost of replacing the contents, before deduction of the policy excess.

For example – if the contents limit of cover is only 50% of the cost of replacing the contents, we can only pay 50% of the claim.

Amount Payable The maximum we will pay for any one incident is shown on Your schedule:

• for contents (less any excess)

Subject to the limits shown on Your schedule in respect of:• valuables in total • any one valuable • total contents in garages or outbuildings • money• visitors personal belongings • stamp, coin or other collections • replacement locks• rent & alternative accommodation• contents temporarily removed• metered water or oil • MP3 downloads• freezer contents (Premier and Premier

Plus policies only) • business equipment (Premier and

Premier Plus policies only) • contents in the garden (Premier and

Premier Plus policies only)• cost of preparing new title deeds (Premier

and Premier Plus policies only) • festival, wedding and civil partnership gifts

(Premier and Premier Plus policies only) • plants, shrubs and trees (Premier and

Premier Plus policies only).

Matching Items If the contents include items which are part of a set, suite, or of matching form, design, or colour, we will only pay for those parts which are actually lost or damaged. We will not pay for any undamaged or remaining parts.

Proof of Value We will require proof of ownership or value when making a claim. Therefore we recommend that you retain valuations, receipts, photographs, instruction manuals and guarantees to assist us in the event of a claim.

How we will settle Your claim under Section B

30 31

We will also not pay for injury, death, disease (other than to a domestic servant) or damage arising out of:

• The ownership of any land or buildings by you or any member of Your family

• The occupation of land or buildings by you or any member of Your family other than the buildings or the land belonging to the premises

• Use of horses for racing, steeplechasing or hunting

• Use of firearms

• The ownership, custody or control by or on behalf of you or Your family of a dog of a type specified in Section 1 of the Dangerous Dogs Act 1991 (or designated for the purpose of that section by order of the Secretary of State) or in the Dangerous Dogs (Northern Ireland) Order 1991.

We will not pay for any liability for injury, death, disease or damage where any other policy covers this liability.

Personal Liability (continued)

the value of the item, the cost of replacing the item or a proportionate part of the cost of replacing the pair or set, whichever is less

• Any loss or damage caused by chewing, scratching, tearing, vomiting or fouling by domestic pets which belong to Your household, or for which Your household is responsible

• Any loss or damage to motor propelled vehicles or conveyances, caravans, trailers, watercraft or any equipment designed for use on or in the water, aircraft, hovercraft, hang gliders or parts or accessories for any of these

• Any item that is held or used in connection with any business, trade or profession

• Any item specifically insured by another policy of insurance

• Any item being kept or stored away from the premises, unless it is either in Your personal custody at the time, or it is in a locked and secure cabinet, locker or cupboard

• Any loss or damage caused by or arising from:

a) chipping, scratching, denting or other minor cosmetic damage

b) the actual process of washing, cleaning, dyeing, repair, renovation, maintenance or alteration

c) defective design or materials, or faulty workmanship

d) mechanical or electrical breakdown

e) misuse, or use contrary to manufacturer’s instructions.

In addition, for sports and camping equipment we will not pay for:

• sports equipment whilst in use.

In addition, for money and credit, bank, charge and cash dispenser cards we will not pay for:

• loss where you have not complied with the terms and conditions of use of the company issuing the card or travellers cheques

• loss not reported to the company issuing the card within 24hrs

• loss from the unauthorised use of a credit, debit or charge card by you or a member of your family

• loss following a theft which has not been reported to the Police.

In addition, for pedal cycles we will not pay for:

• Loss or damage to accessories or tyres, unless the pedal cycle is lost or damaged at the same time, by the same cause

• Loss or damage while the pedal cycle is being used for racing, time trials or any other organised sporting event

• Loss or damage if the pedal cycle is left unattended away from Your home and is not locked or secured to a permanent fixed structure.

32 33

Section C - Personal Possessions in and awayfrom the home

These sections of cover only apply if shown on Your schedule. They are optional covers and are not automatically included.

N.B. – The sums insured for this section are not index linked in any way. You will be responsible for making sure that the sums insured are adequate for Your needs and for adjusting the cover to take account of rising values and replacement costs, or to allow for the purchase of new items. We strongly recommend that you review the values of items insured under this section regularly and seek professional guidance or valuations if necessary. Please notify us of any changes you require.

We will pay for loss of, or Accidental Damage to:

Unspecified Items

• Unspecified valuables, clothing and personal belongings belonging to you or Your family

• Camping equipment and equipment for the following sports belonging to you or Your family – angling, archery, aikido, badminton, basketball, baseball, bowls, boxing, cricket, croquet, fencing, football, gymnastics, golf, hockey, horse riding, judo, karate, kendo, lacrosse, netball, polo, racquets, rugby, running, skating, squash, shooting, snooker, swimming, table tennis, tennis, volleyball and weight training

• Money and credit, bank, charge and cash dispenser cards belonging to and being used by, you or Your family.

Specified Items

• The items belonging to you or Your family which are shown on Your schedule.

Pedal Cycles

• The pedal cycles belonging to you or Your family which are shown on Your schedule.


• the Standard Excess shown on Your schedule (No Standard Excess is applicable under a Premier Plus policy)

• theft from unattended vehicles, unless all points of entry into the vehicle are locked and all valuables, personal belongings, baggage, clothing and other insured items are removed from view in a locked luggage boot, or in a concealed luggage compartment or glove compartment

• loss or damage to china, glass and other items of a fragile nature, household goods, domestic appliances, contact lenses, corneal caps, micro lenses, firearms, musical instruments, mobile telephones valued at over £500, personal organisers or satellite navigation equipment, unless they are specified on Your schedule

• loss or damage to a mobile telephone or laptop computer if it is left unattended and not kept in a locked room or cupboard

• the cost of any calls from any mobile telephone

• Any loss or damage outside the geographical limits

• Where an item of property forms part of a pair or set, we will not pay any additional or special value which that item has as part of a pair or set. We will only pay for

This section only applies if shown on Your schedule. It is automatically included if you have selected a Premier Plus policy and can be added as an optional extension to a Classic or a Premier policy.

Legal Protection and Identity Theft Protection is administered by ARAG plc under a binding agreement with Brit Syndicate 2987 at Lloyd’s (written under unique market reference BO356KA233D12A000 or replacement thereof). Brit Syndicate 2987 is managed by Brit Syndicates Limited. ARAG plc and Brit Syndicates Limited are authorised and regulated by the Financial Conduct Authority registration numbers 452369 and 204930 respectively. This can be checked by visiting the FCA website at www.fca.org.uk/

How to make a claim under Section D

• Please telephone 0117 917 1698 between 9.00am and 5.00pm Monday to Friday (other than Bank Holidays). We will take Your details and send you (or Your family) a claim form to complete and return to us. Alternatively you can find further details at www.arag.co.uk/newclaims

• A person claiming under this section must not under any circumstances instruct their own solicitor as the insurer will not pay their costs and it could stop a claim from being covered

• On receipt of a fully completed claim form we will assess circumstances to check that the claim is covered by this section. We can only help if it is more likely than not that any claim will be successful.

When we accept a claim, we will arrange for a lawyer to quickly contact you (or Your family). If it appears that the dispute can be resolved through mediation and the other side agrees to this, we will make the necessary arrangements.

Where mediation is not suitable, the lawyer will try to resolve the dispute without delay. Matters cannot always be resolved quickly if the other side are slow to co-operate or a legal timetable is decided by the courts.

How to make a complaint under Section D

If you (or Your family) have a complaint you should contact the Customer Relations Department at ARAG plc, 9 Whiteladies Road, Clifton, Bristol BS8 1NN. We will arrange to have the case reviewed at the appropriate level. We will do our best to address Your concerns. If a complaint remains unresolved you can refer it to the Financial Ombudsman Service. Further details about the Financial Ombudsman Service are shown on page 6 of this policy.

Financial Services Compensation Scheme (FSCS)

Brit Syndicate 2987 at Lloyd’s is covered by the Financial Services Compensation Scheme (FCSC). Further details of the FSCS can be found on page 65 of this policy

Cancelling cover under this section

If you have taken out Section D under a Classic or Premier policy you have a 14 day reflection period in which to decide whether you wish to continue. Cancellation is fully explained in condition 8 of this section.

Section D - Legal Protection and Identity Theft Protection

34 35

We will at our option:

a) replace as new

b) pay the cost of repair

c) pay the cost of replacing as new, on a like for like basis

d) make a cash payment (but this will not be more than the cost to us of repairing the lost or damaged item or of replacing the item as new on a like for like basis).

This is for any property lost or damaged.

For clothing, we will make a deduction for wear, tear and depreciation.

For mobile phones, we will not guarantee the same telephone number will be maintained following a claim and may at our discretion buy you out of Your contract and request that you source a new contract with an alternative supplier. All claims will be dealt with on a repair or replacement basis only.

Evidence of expenditure must be provided on request.

Amount Payable

The maximum we will pay for any one incident is shown on Your schedule for:

• Any one claim

• Any one item

• Any one claim for theft from an unattended vehicle

• Any one claim for sports and camping equipment

• Any one claim for money

• Any one claim for credit, bank, charge and cash dispenser cards.

For any Specified item or Pedal Cycle, the maximum we will pay is the sum insured for that item, as shown on Your schedule.

Proof of Value

We will require proof of value or ownership when a claim is made. Therefore we recommend that you retain valuations, receipts, photographs, instruction manuals and guarantees to assist us in the event of a claim.

How we will settle Your claim under Section C

Limit of cover

• The most the insurer will pay in legal costs & expenses for all claims related by time or original cause shall be £50,000

• The most the insurer will pay for lost salary or wages under this section is £100 per day and £1,000 in total.

Reasonable prospects of successIn all claims where you or Your family at all times throughout the progress of the claim, have a greater than 50% chance of successfully pursuing or defending a claim against another party. If you or Your family is seeking damages or compensation, there must also be a greater than 50% chance of enforcing any judgment that might be obtained.

In criminal prosecution claims where you or Your family;

• plead guilty, where there is a greater than 50% chance of successfully reducing any sentence or fine or

• plead not-guilty, where there is a greater than 50% chance of that plea being accepted by the court.

In all claims involving an appeal, where you or Your family has a greater than 50% chance of being successful.

Small claims courtA court in England & Wales that hears a claim falling under the small claims track in the County Court as defined by Section 26.6 (1) of the Civil Procedure Rules 1999; a court in Scotland that uses the small claims procedure as set out by the Act of Sederunt (Small Claims) Rules 2002 or a court in

Northern Ireland where the sum in dispute is less than £3,000. Standard basisThe basis of assessment of costs where the court only allows recovery of costs which are proportionate to the claim and are reasonable.

Geographical limit • For Insured Events 2, 4 and 5 the United

Kingdom, countries in the European Union, Norway and Switzerland

• For all other Insured Events, the United Kingdom.

We/Us/OurARAG plc registered in England number 02585818. Registered office: 9 Whiteladies Road, Clifton, Bristol BS8 1NN.

Insured EventsThese Insured Events are covered by Section D

1. EmploymentA dispute with Your or Your family’s current, former or prospective employer relating to their contract of employment or related legal rights. A claim can be brought once all internal dismissal, disciplinary and grievance procedures as set out in the:

• ACAS Code of Practice for Disciplinary and Grievance Procedures, or

• Labour Relations Agency Code of Practice on Disciplinary and Grievance Procedures in Northern Ireland have been or ought to have been concluded.

36 37

In addition to policy definitions shown on pages 10-12 certain words or phrases are specific to this section and shall have the meaning shown below wherever they appear in Section D.

Appointed advisor

The solicitor, accountant, mediator or other advisor appointed by us to act on behalf of you or Your family.

Collective conditional fee agreement

A legally enforceable agreement entered into on a common basis between the appointed advisor and us to pay their professional fees on the basis of “no-win no-fee”.

Conditional fee agreement

A legally enforceable agreement between you or Your family and the appointed advisor for paying their professional fees on the basis of “no-win no-fee”.

Communication costs

The cost of United Kingdom phone calls, postage (including special delivery) photocopying or faxes and credit reports where you or Your family has taken advice from our Identity Theft Helpline and are advised to correspond with credit agencies, banks, credit card companies, financial service providers or other parties in order to repair their credit rating, restore their identity or resolve a dispute that has arisen from the use of personal information without permission to commit fraud or other crimes.

InsurerBrit Syndicate 2987 at Lloyd’s (written under unique market reference BO356KA233D12A000).

Legal costs & expenses

1. In respect of all claims other than as provided for in 2. and 3. below

• Reasonable legal costs (including mediation costs) reasonably and proportionately charged by the appointed advisor on the standard basis and agreed in advance by us

• Reasonable accountancy fees, disbursements and other costs reasonably charged by the appointed advisor and agreed in advance by us

• In civil claims, other side’s costs, fees and disbursements where you or Your family have been ordered to pay them or pay them with our agreement.

2. Where a claim is brought within England & Wales under Insured Events 1, 2, 4 & 5 which falls outside the jurisdiction of the small claims court, reasonable legal costs reasonable and proportionately charged by the appointed advisor on the standard basis and agreed in advance by us.

3. For Insured Event 7c Your or Your family’s basic wages or salary from their work as an employee;

• while attending court or tribunal at the request of the appointed advisor or to perform jury service

• to correspond, communicate or otherwise recover their normal status as advised by the Identity Theft Resolution Service Helpline where Your or Your family’s employer will not pay for time lost and lost wages and salary cannot be claimed back from the court.

Definitions that are specific to Section D

e) defending any dispute under an event which causes physical damage to Your or Your family’s visible property including Your home other than defending a counter claim or an appeal

f) a dispute with any party other than the person(s) who caused the damage, nuisance or trespass.

4. Personal injuryA sudden event directly causing you or Your family physical bodily injury.

The insurer will not pay for any claim relating to:

• a condition, illness or disease which develops gradually over time

• mental injury, nervous shock, depression or psychological symptoms where you or Your family have not sustained physical injury to their body

• clinical or medical negligence

• defending any dispute other than defending a counter claim or an appeal.

5. Clinical negligenceA dispute arising from alleged clinical or medical negligence or malpractice.

6. TaxA formal aspect or full enquiry into Your or Your family’s personal tax affairs provided that all returns are completed and have been submitted within the legal timescales permitted.


• an investigation by the Specialist

Investigations (SI) branch of HM Revenue & Customs

• tax returns where HM Revenue & Customs levy a penalty or claim interest or which contain negligent misstatements

• a business or venture for Your or Your family’s gain

• the Disclosure of Tax Avoidance Scheme Regulations

• any enquiry that concerns assets, monies or wealth outside of Great Britain and Northern Ireland.

7. Legal defencea) WorkAn alleged act or omission by you or Your family that arises from working as an employee and results in:

• you or Your family being interviewed by the Police or others with the power to prosecute

• a prosecution being brought against you or Your family in a court of criminal jurisdiction

• civil proceedings being brought against you or Your family under unfair discrimination laws.

b) MotorA motoring prosecution brought against you or Your family.

c) Other• A formal investigation or disciplinary

hearing brought against you or Your family by a professional or regulatory body

• Being absent from work to attend any court tribunal, arbitration, disciplinary

Insured Events (continued)

38 39

The insurer will not pay for:

• any dispute relating solely to personal injury,

• defending any claim other than defending a counter claim or an appeal,

• legal costs & expenses for an employer’s internal disciplinary or an employees’ grievance hearing,

• a compromise agreement between you or Your family and Your/their employer, unless the claim has already been accepted by us. We will be able to help you or Your family to find a suitable solicitor to assist you or Your family with this at Your/their own expense

• any dispute where you or Your family are entitled to apply for legal assistance with employment disputes from a trade union.

2. ContractA dispute arising out of an agreement or alleged agreement which has been entered into by you or Your family for:

• buying or hiring consumer goods or services

• privately selling goods

• buying or selling Your home

• renting Your home as a tenant.


• disputes with tenants or where you or Your family is the landlord

• loans, mortgages, endowments, pensions, or any other banking, life or long-term insurance products, savings or investments

• Your or Your family’s business activities, trade, venture for gain, profession or employment

• a contract dispute involving a motor vehicle

• a settlement due under an insurance policy

• disputes about construction work, or designing, converting or extending any building where the contract value exceeds £5,000 including VAT.

3. PropertyA dispute relating to visible property which you or Your family own following

• an event which causes physical damage to Your or Your family’s visible property including Your home

• a public or private nuisance or trespass providing where any boundary is in dispute, you have satisfactorily evidenced its position.


• the excess of £250 of any claim for nuisance or trespass; this is payable by you or Your family as soon as we accept the claim

• any claim relating to

a) a contract entered into by you or Your family

b) any building or land other than Your home

c) a motor vehicle

d) the compulsory purchase of, or restrictions or controls placed on Your property by any government, local or public authority

Insured Events

Following an Insured Event the insurer will pay Your or Your family’s legal costs & expenses and communication costs up to the limit of cover, including the cost of appeals provided that:

• you or Your family keep to the terms of this section and co-operate fully with us

• the Insured Event happens within the geographical limit

• the claim

a) always has reasonable prospects of success

b) is reported to us

- during the period of insurance

- immediately after you or Your family first become aware of circumstances which could cause a claim under this section

• unless there is a conflict of interest you or Your family always agree to use the appointed advisor chosen by us in any claim

a) to be heard by the small claims court and/or

b) before legal proceedings need to be issued

• any proceedings or hearings are dealt with by

a) a court or tribunal or

b) other body that we agree to in the geographical limit

• in respect of a claim under Insured Events 1, 2, 4 or 5 you or Your family enter into a conditional fee agreement with the appointed advisor or the appointed

advisor enters into a collective conditional fee agreement with us if the claim falls in England & Wales and falls outside of the scope of an employment tribunal or the small claims court.

How the insurer will settle claims under Section D

40 41

hearing or regulatory proceedings at the request of the appointed advisor or whilst on jury service. The amount the insurer pays is subject to the sum stated in the Limit of cover less any sum that is recoverable from the court or an employer.


• owning a vehicle or driving without motor insurance or driving without a valid driving licence

• a parking offence.

8. Identity TheftA dispute arising from the use of Your or Your family’s personal information without permission to commit fraud or other crimes provided that you or Your family contact our Identity Theft Resolution Helpline as soon as it is suspected that Your/their identity may have been stolen.

The insurer will not pay for any money claimed, goods, loans, or other property or financial loss or other benefit obtained as a result of the identity theft.

Insured Events (continued)

Where the insurer’s risk is affected by you or Your family’s failure to keep to these conditions the insurer can cancel this section, refuse a claim or withdraw from an ongoing claim. The insurer also reserves the right to recover legal costs & expenses from you or Your family if this happens.

1. Your duties

You and Your family must

• not do anything that hinders us, the insurer or the appointed advisor

• tell us immediately after first becoming aware of any cause, event or circumstances which could cause a claim under this section

• tell us immediately of anything that may materially alter our assessment of the claim

• cooperate fully with the appointed advisor, give the appointed advisor any instructions we require, and keep them updated with progress of the claim

• take reasonable steps to recover legal costs & expenses and communication costs that the insurer pays and pay to the insurer all costs that are repaid

• tell the appointed advisor to have the legal costs & expenses assessed or audited if we require

• minimise any legal costs & expenses and communication costs and try to prevent anything happening that may cause a claim

• agree to us having site of the appointed advisor’s file relating to Your or Your family’s claims.

2. Freedom to choose a lawyer• In certain circumstances as set out

below you or Your family may choose an appointed advisor. In all other cases no such right exists and we shall choose the appointed advisor.

• If either we agree to start legal proceedings or legal proceedings are issued against you or Your family and the court requires any representative to be legally qualified, or there is a conflict of interest; the person claiming may choose a suitably qualified appointed advisor

• Where the person claiming wishes to exercise the right to choose, they must write to us with their preferred representative’s contact details

• If you or Your family dismiss the appointed advisor without good reason, or withdraw from the claim without our written agreement, or if the appointed advisor refuses with good reason to continue acting for you or Your family, cover will end immediately.

3. The appointed advisor During the course of the relationship with our panel of service providers, where it is allowable we may, for particular types of claim, receive a fee from the appointed advisor to whom the claim is sent. This fee, if allowable, is a separate arrangement between us and the appointed advisor, and will never compromise a person claiming under this section or any claim that is made under this section.

4. our consentWe must give our written consent to you or Your family to incur any legal costs & expenses. The insurer will not pay legal

Conditions that apply to Section D

42 43

For all Insured Events under Section D the Insurer will not cover any claim arising from or relating to:

• legal costs & expenses incurred without our consent

• any actual or alleged act or omission or dispute happening before, or existing at the start of cover under this section which you or Your family knew or ought reasonably to have known could lead to a claim under this section

• an amount below £100

• an allegation against you or Your family involving:

a) assault, violence or dishonesty, malicious falsehood or defamation

b) the manufacture, dealing in or use of alcohol, illegal drugs, indecent or obscene materials

c) illegal immigration

d) offences under Part 7 of the proceeds of Crime Act 2002 (money laundering offences)

• a dispute between Your family members

• a deliberate or reckless act by you or Your family

• a judicial review

• a dispute with us not dealt with under Condition 7, or the insurer or the company that sold this policy

• ionising radiations or contamination by radioactivity from any nuclear fuel or from any nuclear waste from the combustion of nuclear fuel

• radioactive, toxic, explosive or other hazardous properties any explosive nuclear assembly or nuclear component thereof

• war, invasion, act of foreign enemy hostilities (whether it was declared or not), civil war, rebellion, revolution. Insurrection or military or usurped power

• pressure waves from aircrafts or other aerial devices travelling at sonic or supersonic speed

• any terrorist action (regardless of any other use or event contributing concurrently or in any other sequence to the liability) or any action taken in controlling, preventing or suppressing terrorist action. If the Insurer decides that because of this exclusion Your or Your family’s claim is not covered, the burden of proving the contrary shall be upon you or Your family

• a group litigation order.

The insurer will not pay fines, penalties or compensation awarded against you or Your family.

Exclusions that apply to Section D

Helplines provided under Section D

Section D gives you and Your family access to:

• a 24hr, 365 day legal advice helpline covering any personal legal matter within EU law

• a United Kingdom tax advice helpline available between 9.00am and 5.00pm Monday to Friday (except bank holidays).

Telephone 0844 581 0400*

Identity Advice and Resolution Service

Our identity theft advice helpline is open between 8.00am and 8.00pm seven days a week.

• This gives advice about keeping Your identity secure and ID theft prevention tips

• Help with contacting the three credit reference agencies to review any incorrect data held and amend or dispute any incorrect data if personal information is used without Your permission to commit fraud or other crimes

• Reimbursement of communication costs payable to reinstate Your identity.

Telephone 0844 581 0397*

Consumer Legal Services website

Visit www.araglegal.co.uk and register using this voucher code: AFE48BBE98B5.

Once registered you can log-on to the site at any time to

• access the law guide

• download a free will and legal documents to help with personal matters.

Upgrade for a fee to have downloaded documents reviewed on line or by a solicitor to ensure they meet specific requirements.

Signed by

Tony Buss Managing DirectorARAG plc


44 45

costs & expenses that have been incurred without our written consent.

5. Settlement• The insurer has the right to settle by

paying the reasonable value of Your or Your family’s claim.

• You or Your family must not negotiate, settle the claim or agree to pay legal costs & expenses without our written agreement.

• If you or Your family refuse to settle the claim following

a) a reasonable offer, or

b) advice to do so from the appointed advisor,

the insurer may refuse to pay further legal costs & expenses

• You or Your family will have to settle communication costs arising from identity theft in the first instance and make a receipted claim to us for reimbursement.

6. Barrister’s opinionWe may require you or Your family to obtain and pay for an opinion from a barrister regarding the merits or value of the claim. If the opinion supports you or Your family the insurer will pay for the opinion.

7. DisputesIf any dispute between you or Your family and us arises from this section, you or Your family can make a complaint to us as described at the start of this section and we will try to resolve the matter. If we are unable to satisfy Your or Your family’s concerns you or Your family can ask the Financial Ombudsman Service to arbitrate over the complaint.

8. CancellationClassic and Premier policyholders can cancel this section

• within 14 days of the date of policy issue with a full refund of premium;

• or at any other time by giving us at least 21 days’ written notice and the insurer will refund part of the premium for the unexpired period: unless a claim has been or is later accepted by us in which case no return of premium shall be allowed

• The insurer may cancel the policy at any time by giving at least 21 days’ written notice to you. The insurer will refund part of the premium for the unexpired period.

9. Acts of Parliament & JurisdictionAll Acts of Parliament within this section shall include any amending or replacement law. This section will be governed by English Law.

10. Data Protection ActIt is agreed by you that any information provided to us &/or the insurer regarding you or Your family will be processed by us &/or the insurer, in accordance with the Data Protection Act 1998, for the purpose of providing insurance and handling claims, if any, which may mean passing information to other parties.

11. Contracts (Rights of Third Parties) Act 1999A person who is not insured under this contract has no right to enforce the terms and conditions of this section under the Contracts (Rights of Third Parties) Act 1999.

Conditions that apply to Section D (continued)

This section only applies if shown on Your schedule. It is automatically included if you have selected a Premier or Premier Plus policy and can be added as an optional extension to a Classic policy.

This section is provided by ARAG plc under a binding agreement with Brit Syndicate 2987 at Lloyds (written under unique market reference BO356KA233D12A000 or replacement thereof). Brit Syndicate 2987 is managed by Brit Syndicates Limited. ARAG plc and Brit Syndicates Limited are authorised and regulated by the Financial Conduct Authority under references 452369 and 204930 respectively and this can be checked by visiting the FCA website atwww.fca.org.uk/

Claims Procedure

If you have an unforeseen emergency in the home please contact us on 0844 249 8455* quoting 504952 stating you are insured with Together Mutual Insurance Ltd as soon as possible providing us with Your name, address, postcode, and the nature of the problem.

We will record Your details and then decide on the best course of action to limit Your loss &/or repair the damage. If the incident relates to an emergency covered under this section we will instruct a member of our Emergency Contractor Network. Please note that adverse weather conditions and remote locations may affect normal standards of service.

If you are claiming for alternative accommodation you must obtain our authority to incur any costs before booking

somewhere to stay. You will have to pay for the accommodation when you check out and send Your receipt to us to be reimbursed.

It is important you notify us as soon as possible and do not call out Your own contractors as we will not pay their costs and it could stop Your claim being covered.

If the problem is not covered by this section then we can still provide assistance but at Your own cost. This may also be an event covered by another section of this policy and we will seek to advise you accordingly.

Please note that you should report any major emergency which could result in injury or serious damage to the home to the Emergency Services or the company that supplied the service. How to make a complaint under Section E

If a complaint arises, please contact our service centre on the number that you called to report the claim. our service centre will do their best to help you. If, in the course of discussions with them it becomes clear that the matter has not been resolved to Your satisfaction, they will pass Your complaint to our Customer Relations Department.

You will not have to contact us directly but we will contact you to let you know that we are reviewing Your complaint, and will provide you at that point, with a copy of our complaints procedure (which is also available upon request). We will then let you know the outcome of Your complaint.

Section E - Home Emergency Cover

Alternatively, if you wish to write to our Customer Relations department, the address is:

Customer Relations,ARAG plc,9 Whiteladies Road,Clifton,Bristol BS8 1NNor email [email protected]

If the matter is not concluded to Your satisfaction, you may refer it to the Financial Ombudsman Service. They can be contacted at Financial Ombudsman Service, Exchange Tower, London, E14 9SR. Telephone: 0800 023 4567. E-mail: [email protected]

What happens is the insurer cannot meet its liabilities?

Brit Syndicate 2987 at Lloyds Insurance Limited is covered by the Financial Services Compensation Scheme (FSCS). You may be entitled to compensation from the scheme if we cannot meet our obligations.

Cancelling cover under this section

If you have taken out Section E under a Classic policy you have a 14 day reflection period in which to decide whether you wish to continue. Cancellation is fully explained in condition 6 of this section.


46 47

Definitions that are specific to Section E

Central Heating BoilerA boiler;

a) located in Your home (or connecting garage), and

b) which has been serviced no more than twelve months prior to the date of Your home emergency.

ContractorThe contractor or tradesman appointed by us to respond to Your home emergency

Emergency costsa) The contractor’s call out charge

b) Contractor’s necessary labour up to 2 hours

c) Parts and materials up to £100 and where necessary

d) Alternative accommodation costs incurred under Insured Event 8.

The maximum payable by the insurer is £1,000 for all claims related by time or original cause.

Home Emergency A sudden unexpected event which clearly requires immediate remedial action in order to:

• prevent damage or avoid further damage to the home, and/or

• render the home safe or secure, and/or

• restore the main services to the home, and/or

• alleviate any health risk to you.

Insurer Brit Syndicate 2987 at Lloyd’s (written under unique market reference BO356KA233D12A000).

Period of Insurance The period shown in the schedule.

Territorial Limit The United Kingdom, Channel Islands and the Isle of Man.

Vermin Brown or black rats, house or field mice and wasps’ or hornets’ nests.

We/Us/Our ARAG plc registered in England number 02585818. Registered office: 9 Whiteladies Road. Clifton, Bristol BS8 1NN.

You/Your The person(s) named in the schedule and anyone living in the home.

Your policy Cover Following an Insured Event which results in a home emergency the insurer will pay Your emergency costs provided that:

1) you have paid the insurance premium

2) the claim is reported to us - during the period of insurance - immediately after you first became

aware of a home emergency

3) you always agree to use the contractor chosen by us

Insured Events Covered

1 Main heating system The total failure or complete breakdown whether or not caused by accidental damage, of the main heating system (including a central heating boiler, all radiators, hot water pipes and water storage tanks) in Your home.

2 Plumbing & drainage The sudden damage to, or blockage or

breakage or flooding of, the drains or plumbing system including water storage tanks, taps and pipe-work located within Your home, which results in a home emergency.

3 Home security Damage (whether or not accidental) to or the failure of external doors, windows or locks which compromises the security of Your home.

4 Toilet unit Breakage or mechanical failure of the toilet bowl or cistern resulting in loss of function providing there is no other toilet in the home.

5 Domestic power supply The failure, whether or not caused accidentally, of the home’s domestic electricity or gas supply.

6 Lost keys The loss or theft of the only available keys if you cannot replace them to gain access to the home.

7 Vermin infestation Vermin causing damage inside the home or a health risk to you.

8 Alternative accommodation costs Your overnight accommodation costs including transport to such accommodation following a home emergency which makes the home unsafe, insecure or uncomfortable to stay in overnight.

WHAT IS NOT INSURED BY THIS SECTION

You are not covered for any claim arising from or relating to:1 emergency costs which have been

incurred before we accept a claim

2 an Insured Event which happens within the first 48 hours if You take out this section at a different date from other sections under this policy

3 emergency costs where there is no one at home when the contractor arrives

4 any matter occurring prior to, or existing at the start of cover under this section, and which you believed or ought reasonably to have believed could give rise to a claim under this section

5 any wilful or negligent act or omission or any third party interference or faulty workmanship which does not comply with recognised industry standards or manufacturer’s instructions

6 a main heating system (including a central heating boiler) which is more than 15 years old.

7 a) LPG fuelled, oil fired, warm air, solar and un-vented heating systems; or b) boilers with an output over 60Kw/hr

8 the cost of making permanent repairs including any redecoration or making good the fabric of the homea) once the emergency situation has

been resolvedb) arising from damage caused in the

course of the repair or investigation of the cause of the Insured Event or in gaining access to Your home

9 the interruption, failure or disconnection of the mains electricity, mains gas or mains water supply

10 the failure to maintain any system or equipment or the replacement of parts that gradually wear and tear over time (such as dripping taps, washers or discs

48 49

forming part of a tank pipe or tap)

11 garages, outbuildings, boundary walls, fences, hedges, cess pits, fuel tanks or septic tanks

12 the home being left unoccupied for more than 30 days consecutively

13 goods or materials covered by a manufacturer, suppliers or installers warranty

14 the failure of equipment or facilities which is as a result of them not being installed, maintained or serviced in accordance with statutory regulations or manufacturer’s instructions, or which is caused by a design fault which makes them inadequate or unfit for use

15 any costs beyond the insurers fair share (rateable proportion) if you can access emergency assistance under any other policy or if emergency assistance would have been available to you under another policy if this policy did not exist

16 subsidence, landslip or heave

17 a property that is not Your main residence or that you rent or let

18 blockage of supply or waste pipes to the home due to freezing weather conditions

19 a) ionising radiations or contamination by radioactivity from any nuclear fuel or from any nuclear waste from the combustion of nuclear fuel;

b) radioactive, toxic, explosive or other hazardous properties of any explosive nuclear assembly or nuclear component thereof

c) war, invasion, act of foreign enemy hostilities (whether war is declared or not), civil war, rebellion, revolution, insurrection or military or usurped power

d) pressure waves from aircrafts or other aerial devices travelling at sonic or supersonic speed

e) any terrorist action (regardless of any other cause or event contributing concurrently or in any other sequence to the liability) or any action taken in controlling, funding, preventing or suppressing terrorist action. If the insurer alleges that by reason of this exclusion any liability or loss is not covered by this section, the burden of proving the contrary shall be upon you.

Exclusions that apply to Section E

Failure to keep to any of these conditions may lead the insurer to cancel this section, refuse a claim.

1. Your Responsibilities You must

• not do anything that hinders us or the contractor

• observe and keep to the terms of this section

• not do anything that hinders us or the contractor

• tell us immediately after first becoming aware of any home emergency

• tell us immediately of anything that may materially alter our assessment of the claim

• cooperate fully with the contractor and us

• provide us with everything we need to help us handle the claim

• take reasonable steps to recover emergency costs that the insurer pays and pay to the insurer all costs that are recovered should these be paid to you

• minimise any emergency costs and try to prevent anything happening that may cause a claim

• allow the insurer at any time to take over and conduct in your name any claim, proceedings or investigation

• be able to prove that the central heating boiler has been serviced within twelve months prior to a home emergency claim.

2. Our ConsentWe must give you our consent to incur any emergency costs. The insurer does not

accept any liability for emergency costs incurred without our consent.

3. SettlementYou must not, settle the contractor’s invoice or agree to pay emergency costs that you wish to claim for under this section without our agreement.

When settling contractor’s call out charge and labour costs, unless stated otherwise on the contractor’s invoice we will determine that the call out charge covers the cost of the contractor attending Your home and disallows any time spent diagnosing the fault which has caused the Insured Event. Any inspection time that is required to trace, access or identify the cause of the Insured Event will be settled on the basis that the time is charged as labour costs.

4. DisputesIf any dispute between you and us arises from this section, you can make a complaint to us as described at the start of this section and we will try to resolve the matter. If we are unable to satisfy Your concerns you can ask the Financial Ombudsman Service to review Your complaint.

5. Fraudulent Claims If you make any claim which is fraudulent or false, this section shall become void and all benefit under this section will be forfeited including the premium.

6. Cancellationa) You may cancel the Classic or Premier

cover under this section within 14 days of the date of issue with a full refund of the insurance premium paid providing you have not made a claim which has been accepted.

5150

Exclusions to Section E Conditions that apply to Section E

b) You may cancel the cover under this section at any other time by giving us at least 21 days’ written notice. The insurer will refund part of the premium for the unexpired period: unless you have notified a claim which has been or is subsequently accepted under this section in which case no return of premium shall be allowed.

c) Where there is a valid reason for doing so the insurer may cancel the policy at any time by giving at least 21 days’ written notice to you. The insurer will refund part of the premium for the unexpired period.

i) where the party claiming under this policy fails to co-operate with or provide information to us or the contractor in a way that materially affects our ability to process a claim, or our ability to defend the insurer’s interests

ii) where the party claiming under this section uses threatening or abusive behaviour or language, or intimidation or bullying of our staff or suppliers

iii) where we reasonably suspect fraud.

7. JurisdictionThis section will be governed by English Law.

8. Data Protection ActYou agree that any information provided to us &/or the insurer regarding you will be processed by us &/or the insurer, in accordance with the Data Protection Act 1998, for the purpose of providing insurance and handling claims, if any, which may mean passing information to other parties.

9. Contracts (Rights of Third Parties)Act 1999A person who is not insured under this contract has no right to enforce the terms and conditions of this section under the Contracts (Rights of Third Parties) Act 1999.

52

Conditions that apply to Section E

53

Conditions that apply to Section E (continued) Section F - Annual Travel Cover

This Section only applies if it is shown on Your schedule and the cover provided by this Section is only valid for trips which you make within the period of insurance shown on the schedule. Section F is automatically included if you have selected a Premier Plus policy and can be added as an optional extension to a Premier policy.

10 things to do before you go

1. Check the Foreign and Commonwealth Office (FCO) travel advice online at www.fco.gov.uk or phone 0845 850 2829.

2. Get travel insurance and check that the cover is appropriate.

3. Get a good guidebook and get to know the place you are going to. Find out about local laws and customs.

4. Make sure you have a valid passport and any visas you need.

5. Check what vaccinations you need at least six weeks before you go.

6. Check to see if you need to take extra health precautions (visit www.dh.gov.uk/en/publichealth).

7. Make sure whoever you book Your trip through is a member of the Association of British Travel Agents (ABTA) or the Air Travel Organisers’ Licensing scheme (ATOL).

8. Photocopy Your passport, insurance policy, 24 hour emergency numbers and Your ticket details and leave copies with family and friends.

9. Take enough money for Your trip and some back-up funds, for example, traveller’s cheques, sterling or US dollars.

10. Tell Your family or friends where you will be staying and what you plan to do, and give them a way of contacting you, (such as an email address).

ImportantUnder the new travel directive from the European Union (EU), you are entitled to claim compensation from Your airline if any of the following happen:

1. You are not allowed to board or Your flight is cancelled. If you check-in on time but you are not allowed to board because there are too many passengers for the number of seats available or Your flight is cancelled, the airline operating the flight must offer you financial compensation.

2. There are long delays. If you are delayed for two hours or more, the airline must offer you meals and refreshments, hotel accommodation and communication facilities. If you are delayed for more than five hours, the airline must also offer to refund Your ticket.

3. Your baggage is damaged, lost or delayed. If Your checked-in baggage is damaged or lost by an EU airline, you must make a claim to the airline within seven days. If Your checked-in baggage is delayed, you must make a claim to the airline within 21 days of when you get Your baggage back.

54 55

4. You are injured or die in an accident. If you are injured in an accident on a flight by an EU airline, you may claim damages from the airline. If you die as a result of these injuries Your family may claim damages from the airline.

5. You do not receive the services you have booked. If Your tour operator does not provide the services you have booked, for example, any flights or a part of Your package holiday, you may claim damages from the tour operator.

You can download more details from http://ec.europa.eu/transport/passengers/air/air_en.htm

Section

A

B

C

D

E

F

G

H

Table of benefitsBenefit Maximum amount insured

(for each person insured)Excess

Cancelling and cutting short Your holiday £1,000 £100 (£20 loss of deposit)

Medical and other expenses £2million £100

Hospital benefit £10 for every 24hrs up to £100 £0

Personal accident:

£0

Abandoning Your holiday

Loss of limbs or sight (aged under 66)

£10,000

£0 Permanently disabled (aged under 66)

£10,000

£0 Death benefit (aged 18 to 65)

£10,000

£0 Death benefit (aged under 18) £2,500

£0 All benefits (aged 66 and over)

£2,500

£1,000 £100

Personal liability £1million £250

Legal expenses £10,000 £0

Accommodation cover £250 £100

Delayed departure £10 for the first 12hrs, £10

for all other 12hrs up to £100

£0

General information

InsurersThis insurance is underwritten by Mapfre Asistencia Compania Internacional de Seguros y Reaseguros Sociedad Anonima. 5th Floor, Alpha House, 24a Lime Street, London EC3M 7HS Company number: FC021974. Branch Number BR008042. Trading under the name Mapfre Assistance.

We (Mapfre Asistencia) are authorised by Direccion General de Seguros and subject to limited regulation by the Financial Conduct Authority. Details about the extent of our regulation by the Financial Conduct Authority are available from us on request.

MAPFRE Asistencia, Compañía Internacional de Seguros y Reaseguros, S.A. branch in the United Kingdom (trading as MAPFRE Assistance) has registered offices at 24, Lime Street, London. MAPFRE Asistencia main office is based in Spain which forms part of the EEA (Europe)an Economic Area) as a member state. The Kingdom of Spain is responsible for controlling the insurance activity of MAPFRE Asistencia S.A., through the Spanish Ministry of Economy and the Treasury, and specifically the General Directorate for Insurance Matters and Pensions Fund (Dirección General de Seguros y Fondo de Pensiones). It’s branch in the United Kingdom is also under the United KingdomFCA (Financial Service Authority) supervision in certain questions according to the European Union Regulation.

Health agreementsWhen you are travelling to a country in the European Union (EU), you should collect an application form for a European health insurance card from Your local post office or download an application form from www.ehic.org.uk. This allows European citizens to benefit from the health agreements there are between countries in the EU. (This used to be known as the E111).

Section F - Annual Travel Cover (continued)

56 57

Important information

Travel insurance contractThis is Your insurance contract. It contains certain conditions and exclusions in each section, and general conditions and exclusions apply to all the sections. You must meet these conditions or we may not accept Your claim.

Personal informationWe will only share the personal information you have given us with other organisations for administration purposes, to deal with any claims on Your policy or where you have given Your prior marketing consent.

Eligible peopleThis is a family policy - You, Your husband or wife (or a partner you have lived with for six months or more) and Your dependent children (aged under 18) are covered by the policy if you pay the premium.

Independent travel on annual multi-trip policies – Everyone on an annual multi-trip policy is entitled to travel independently, but children under 18 who travel alone must be dropped off and picked up by a responsible adult aged over 21.

Age limits – Policies are only available for people aged up to 79 (at the date you buy the policy).

Residence limits – You must have lived in the United Kingdom, or the Channel Islands for at least six of the last 12 months, before you bought or renewed Your policy.

Health conditionsWe will not pay claims if at the time of taking out this insurance or prior to the booking of any individual trip you:

• are receiving or waiting for hospital tests or treatment for any condition or set of

symptoms that have not been diagnosed;

• are travelling against the advice of a medical practitioner or travelling to get medical treatment abroad;

• have been told about a condition that will cause Your death.

We will not cover claims if you or any person insured on Your policy:

• has in the last 5 years suffered from or received medical advice, treatment or medication for:

- any heart-related, blood circulatory or diabetic condition; or

- any breathing condition;

- any psychiatric or psychological condition (including anxiety or depression);

• has had treatment for cancer in the last five years; or

• has been referred to or seen by a hospital doctor or surgeon (other than an accident and emergency doctor), or needed inpatient treatment in hospital in the last 12 months.

You must make sure that you tell Together Mutual Insurance about any change in Your circumstances that happens after the policy has been issued and before you travel. We have the right to change the conditions of Your policy in line with the change in risk.

There is no cover for health conditions which you knew about before the policy started or prior to the booking of any individual trip. This applies to you and any person travelling.

Important limitations – Cancelling and cutting short Your holidayThis policy will not cover any claims under Section A (Cancelling and cutting short Your holiday) that result directly or indirectly from any medical condition you knew about before the policy started, and that affects:

• a close relative who is not travelling and is not insured under this policy;

• someone travelling with you who is not insured under this policy; or

• a person you plan to stay with on Your trip.

They will not be covered if during the 90 days before this policy started, they:

• needed surgery, inpatient treatment or hospital consultations;

• needed any treatment or prescribed medication; or

• were on a waiting list for, or knew they needed surgery, inpatient treatment or tests at any hospital or clinic when this policy started; or

• had been diagnosed with a terminal condition (that will cause their death) before this policy started.

You should also refer to the general exclusions on pages 67-69.

Pregnancy and childbirthWe provide cover under this policy if something unexpected happens. In particular, we provide cover under Section B for injuries to the body or illness that was not expected. We do not consider pregnancy or childbirth to be an illness or injury. To be clear, we only provide cover under Sections A, B and C of this policy, for claims that come from complications of pregnancy and

childbirth. Please make sure you read the definition of ‘Complications of pregnancy and childbirth’ in the ‘Definitions’ section.

ExcessesUnder most sections of this policy you have to pay the first part of any claim. This is called an excess. This will apply to each person claiming and to each incident and to each section of the policy you claim under. This amount is shown under each of the sections where it applies.

Dangerous activitiesYou may not be covered when you take part in certain sports or activities where there is a high risk you will be injured. Please see page 78 of this booklet for information about dangerous or sporting activities that are covered as standard under this policy. You will not be covered for taking part in any activities that are not on the list.

Cancellations & ‘Cooling-off’ period

If you have a Premier Plus policyThis product is a complimentary (free) addition to Your Household Insurance. If Your Together Household Insurance (underwritten by UIA (Insurance) Ltd) is not suitable for you and you want to cancel Your policy, you must contact Together Mutual Insurance within 14 days of purchase and this policy will also be cancelled automatically.

58 59

If you have a Premier policyIf this cover is not suitable for you and you want to cancel Your policy, you must write (either by email or letter, which you can post) to Together Mutual Insurance within 14 days of buying Your policy or the date you receive Your policy.

In line with the conditions below, they will refund all the premiums you have paid within 30 days of the date you write to them to ask to cancel the policy.

If you have not travelled or made a claim and you wish to cancel the policy within 14 days of receiving Your policy documentation a full refund will be given.

If you cancel after 14 days of receipt of Your policy documents no premium refund will be made.

If you have travelled or made a claim before you asked to cancel the policy, Together Mutual Insurance may only refund part of the premium.

If you have not travelled or made a claim and you wish to cancel the policy within 14 days of receiving Your policy documentation a full refund will be given.

If you cancel after 14 days of receipt of Your policy documents no premium refund will be made.

To request cancellation of Your policy, please contact Together Mutual Insurance by writing to:

Customer Service DepartmentTogether Mutual InsuranceKings Court London Road Stevenage Herts SG1 2TP

Phone: 01438 761 670*E-mail: [email protected]

Law The laws of England and Wales govern this insurance, unless we agree otherwise.

Conditions, exclusions and warrantiesConditions and exclusions will apply to individual sections of Your policy, while general exclusions, conditions and warranties will apply to the whole of Your policy.

Property claimsWe pay these claims based on the value of the items at the time you lose them, unless it says otherwise in Your policy. (This means you will not get back all of the money you paid for the item).

Policy limitsMost sections of Your policy have limits on the amount the insurer will pay under that section. Some sections also include other specific limits, for example, for specified time periods. You should check Your policy. If you plan on taking expensive items with you, we suggest you insure them separately under a household all-risks policy.

Reasonable careYou need to take all reasonable care to protect Yourself and Your belongings.

If you have any questionsIf you have any questions or doubts about the cover we provide or you would like more information, please phone customer services on 01438 761 670* or email [email protected]


Medical and other emergencies

We will help you immediately if you are ill or injured outside the home area you live in. We provide a 24-hour emergency service 365 days a year, and you can contact us on the following numbers:

Emergency phone number: +44 020 7748 2964

When you contact us you will need to say where you bought the policy from and give the following information:

• Your name and address

• Your policy number shown on Your validation certificate

• Your phone number abroad

• The date you left and the date you are due to come back.

Hospital treatment abroadIf you go into hospital abroad and you are likely to be in hospital for more than 24hrs, someone must contact us for you immediately. If they do not, we may not provide cover and we may also reduce the amount we pay for medical expenses. If you receive medical treatment abroad as an outpatient, you should pay the hospital or clinic and claim back Your medical expenses from Together Mutual Insurance Ltd Travel Claims when you return to the United Kingdom, the Channel Islands or the Republic of Ireland. If Your outpatient treatment is likely to cost more than £500, you must contact us immediately.

Returning early to Your home areaWe must agree for you to return to Your home area under Section B (Medical and other expenses) or Section A (Cancelling and cutting short Your holiday). If we do not

agree, we will not provide cover and we may reduce the amount we pay you to return to Your home area.

A note to all insured people, doctors and hospitalsThis is not a private medical insurance. If you need any medical treatment, you must tell us immediately or we may not guarantee medical expenses. If you need any medical treatment, you must allow us or our repre-sentatives to see all of Your medical records and information.

Important information (continued)

60 61

Definitions

Wherever the following words or phrases appear in this policy, they will always have the meanings shown under them.

Business associateAny person, who works at Your place of business and who, if you were both away from work at the same time, would stop the business from running properly.

Civil partnerA civil partner is someone who has entered into a formal agreement with the insured person (known as a ‘civil partnership’) as a same sex partner so that they have the same legal status as a married couple.

Civil unrestActivities inclusive of organised protests, riots, arson, looting, occupation of institutional buildings, border infringements and armed insurrection (excluding where civil war has been declared).

Close relative or relativeHusband, wife, civil partner or partner, common-law partner (as long as they have lived together for six months or more), parent, parent-in-law, step-parent, legal guardian, children (including legally-adopted children, stepchildren and daughter and son-in-laws), sibling (including step-siblings and sister and brother-in-laws), grandparent, grandchild and a fiancé or fiancée of any insured person.

Complications of pregnancy and childbirthIn this policy ‘complications of pregnancy and childbirth’ will only include the following:

• Toxaemia (toxins in the blood)

• Gestational hypertension (high blood pressure arising as a result of pregnancy)

• Pre-eclampsia (where you develop high blood pressure, carry abnormal fluid and have protein in Your urine during the second half of pregnancy)

• Ectopic pregnancy (a pregnancy that develops outside of the uterus)

• Molar pregnancy or hydatidiform mole (a pregnancy in which a tumour develops from the placental tissue)

• Post-partum haemorrhage (excessive bleeding following childbirth)

• Retained placenta membrane (part or all of the placenta is left behind in the uterus after delivery)

• Placental abruption (part or all of the placenta separates from the wall of the uterus)

• Hyperemesis gravidarum (excessive vomiting as a result of pregnancy)

• Placenta praevia (when the placenta is in the lower part of the uterus and covers part or all of the cervix)

• Stillbirth

• Miscarriage

• Emergency Caesarean section

• A termination needed for medical reasons

• Premature birth more than 8 weeks (or 16 weeks if you know you are having more than one baby) before the expected delivery date.

FamilyA person and their husband, wife or partner (as long as they have lived together for six months or more) and their dependent, adopted or fostered children who are aged under 18 and are either in full-time education or living with them.

Geographical Destination areasEurope, including countries bordering the Mediterranean Sea (except Algeria, Israel, Jordan, Lebanon and Libya) See full countries list detailed below.

EuropeAlbania, Andorra, Austria, The Azores, The Balearic Islands, Belgium, Belarus, Bosnia, Bulgaria, The Canary islands, The Channel islands, Corsica, Crete, Croatia, Cyprus, Czech Republic, Denmark, Egypt, Estonia, Finland, France, Greece, Germany, Hungary, Iceland, Italy, Lapland, Latvia, Liechtenstein, Lithuania, Luxembourg, Macedonia, Madeira, Malta, Moldavia, Monaco, Montenegro, Morocco, Netherlands, Norway, Poland, Portugal, Republic of Ireland, Romania, Russia (Moscow), San Marino, Sardinia, Serbia, Sicily, Slovakia, Slovenia, Spain, Sweden, Switzerland, Syria, Tunisia, Turkey, Ukraine (Kiev) and Vatican City.

Home AreaThe area you normally live in which in accordance with our eligibility requirements (see page 56) would need to be within the UK or the Channel Islands (Please note that for the purpose of this insurance each of these areas is defined as a separate area of residence).

Known eventA known event is an existing or expected publicly announced occurrence, such as a named tropical storm, a hurricane or a strike voted upon by union members. Manual labourManual labour is work that is physical, including, but not limited to construction, installation, assembly and building work. This does not include bar and restaurant staff, musicians and singers and fruit pickers (who do not use machinery).We will provide cover for manual labour that is voluntary, for a charity registered under the Charity Commission in England and Wales, the Scottish Charity regulator or the Department for Social Development in Northern Ireland and where you will not earn any money. In these situations, you will not be covered for work that involves installing, putting together, maintaining, repairing or using heavy electrical, mechanical or hydraulic machinery. You will not be covered when you are working more than three meters above the ground, and cover for personal accident and personal liability is not included. If you injure Yourself during voluntary work, the policy excess under Section B (Medical and other expenses) will be increased to £250 and an excess waiver will not delete this increased excess. Natural disastersAn extraordinary natural phenomenon such as tsunamis, earthquakes, landslides, volcanic eruptions (including volcanic ash clouds), atypical cyclonic storms, falling objects from space (including meteorites), and in general any extraordinary

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atmospheric, meteorological, seismic or geological phenomenon.

Pair or set of itemsA number of items that are similar or used together, for example, a pair of earrings.

Permanently disabledA disability caused by an accident during Your trip that:

• stops you from working in any job you are qualified for;

• lasts for 12 months; and

• our medical advisor believes is not going to improve at the end of those 12 months

Public transportUsing a train, bus, ferry, coach or publicly licensed aircraft to join the booked holiday.

Search and rescue costsCosts that are charged to you by a government, regulated authority or private organisation connected with finding and rescuing an individual. This does not include the costs of medical evacuation (by the most appropriate transport) from a medical emergency which is covered under Section B (medical and other expenses).

TripCover under Section A – Cancelling and cutting short Your holiday, starts at the time that you book the trip or the start date shown on Your policy schedule, whichever is later.

Your holiday or journey starts when you leave the place you usually live or work (whichever is later), or from the start date shown on Your policy schedule, whichever

is later. The end of Your trip is the date that you go back to the place you usually live or work (whichever is earlier), or at the end of the period shown on Your policy schedule, whichever is earlier. Cover cannot start more than 24hrs before the booked departure time or end more than 24hrs after you get back. Your cover cannot start after you have left Your home area.

Annual multi-trip This gives you cover to travel as many times as you like during any one period of insurance, as long as no single trip lasts longer than 24 days. We provide cover for holidays in Your home area if you have booked accommodation for two or more nights in a row.

UnattendedWhen you cannot see and are not close enough to Your property or vehicle to stop it being damaged or stolen.

United Kingdom (UK)England, Scotland, Wales, Northern Ireland and the Isle of Man. For the purpose of this insurance the UK does not include the Channel Islands.

Policy ScheduleThe document that shows the names and other details of all the people insured under this policy. The policy schedule proves you have the cover shown in this document.

WarWar, whether declared or not, or any warlike activities, including using military force to achieve economic, geographic, nationalistic, political, racial, religious or other goals.

We, us, ourMapfre Asistencia Compania Internacional de Seguros y Reaseguros Sociedad Anonima.5th Floor,Alpha House,24a Lime Street,LondonEC3M 7HS.

Definitions (continued)

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Important information about claims

Medical claimsIf you receive medical treatment for an injury or illness, you must get a medical certificate that shows the details of the injury or sickness and any bills you have paid. If you go into hospital abroad and you are likely to be in hospital for more than 24 hours, someone must contact us for you immediately.

Claims for cancelling Your tripYou must tell the carrier or travel agent immediately if you know the trip will be cancelled, so you lose as little as possible. If you do not tell the carrier or travel agent as soon as you find out that you have to cancel the trip, we will only pay the cancellation charges due at the date you found out you had to cancel the trip, not from the date you tell them.

Our rightsWe can, at any time, do the following:

Take over the defence or settlement of any claim.

Try to recover expenses or compensation from any other person or people involved (third parties) at any time in Your name or in the name of anyone else claiming under this policy. If you claim for illness or injury, contact any healthcare specialist who has treated you for up to three years before the claim, and have full access to Your medical records.

Additionally any items which become the subject of a claim for damage must be retained for the insurer’s inspection and shall be forwarded to their Agent’s upon request at Your or Your legal personal

representative’s expense. All such items shall become the property of the insurer following final settlement of the claim.

Rights of third partiesA person or company who is not covered by this policy has no right under the Contracts (Rights of Third Parties) Act 1999 to insist on any term of this policy being applied. This does not affect any right or remedy of a third party that exists or is available under this Act.

GeneralYou must register any claim to Together Mutual Insurance Travel Claims within 31 days of Your trip ending. If you do not, we may not be able to pay Your claim. If you need to make a claim, please send a brief description of Your claim to:

Together Mutual InsuranceTravel ClaimsPO Box 5775Southend-on-SeaEssexSS1 2JYPhone: 020 7748 2965

Together Mutual Insurance Travel Claims are open Monday to Friday from 9am until 5pm, and will send you a claim form as soon as you tell them about Your claim. To help us prevent fraud (people making claims that they are not entitled to) we keep Your personal details on a central system. We keep this information according to the rules of the Data Protection Act.

Customer serviceTogether Mutual Insurance do everything they can to make sure that you receive a high standard of service. If you are not satisfied with the service you receive for sales issues, such as how our sales staff dealt with Your call, please write to:

Customer Relationship ManagerTogether Mutual Insurance Kings Court London Road Stevenage Herts , SG1 2TPPhone: 01438 761 670*E-mail:[email protected]

If you have a complaint about a claim please write to:

Customer Relations ManagerTogether Mutual Insurance LtdTravel ClaimsPO Box 5775Southend-on-SeaEssexSS1 2JYPhone: 0844 888 1591

If you are still not satisfied with the way we have handled Your complaint, you may take Your complaint to the Financial Ombudsman Service who will investigate Your complaint.

The Financial Ombudsman ServiceSouth Quay Plaza183 Marsh WallLondon E14 9SRPhone: 0845 080 1800E-mail:[email protected]

Financial Services Compensation SchemeTogether Mutual Insurance is covered by the Financial Services Compensation Scheme (FSCS). You may be able to get money from the scheme if we cannot meet our financial responsibilities.

Mapfre Asistencia is covered under the Financial Services Compensation Scheme. This provides compensation in case any of its members are unable, in specified circumstances, to meet any valid claims under their policies. 90% of the claim will be met with no upper limit. Compensation is only available to commercial customers in limited circumstances.

You can get more information by visiting the FSCS’s website at www.fscs.org.uk or by writing to:

Financial Services Compensation Scheme7th Floor Lloyds ChambersPortsoken StreetLondonE1 8BN


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General conditions

The following conditions apply to this insurance

1. You must have lived in Your home area for at least six of the last 12 months before you bought or renewed Your policy.

2. You must tell Together Mutual Insurance if you know about anything which may affect their decision to accept Your insurance (for example, dangerous activities or a health condition). If you are not sure whether to tell the insurers about something, tell them anyway.

3. You must act in a reasonable way to look after Yourself and Your property.

4. You must take all reasonable steps to get back any lost or stolen items, and you must help the authorities to catch and charge any guilty people.

5. You must take all reasonable steps to avoid losing any item which may mean that you have to make a claim under this insurance.

6. You must keep to all the conditions and endorsements of this insurance. If you do not, we may not pay Your claim.

7. You must help us get back any money that we have paid from anyone or from other insurers (including the Benefits Agency) by giving us all the details we need and by filling in any forms.

8. If you try to make a fraudulent claim (a claim you are not entitled to), you may be prosecuted, we will not cover Your claim and Your policy may be cancelled.

9. You must give Together Mutual Insurance Travel Claims all the documents they need to deal with any claim. You will be responsible for any costs involved in doing this.

10. You must keep any items which are damaged and send them to Together Mutual Insurance Travel Claims if they ask. You must pay any costs involved in doing this.

11. You must agree to have a medical examination if we ask you to. If you die, we are entitled to have a post-mortem examination.

12. You must pay us back any amounts that we have paid to you which are not covered by this insurance, within one month of us asking.

13. If you have a valid claim, you must let us see any relevant travel documents you are not able to use because of the claim.

14. You are only covered for the number of days provided for under this policy for any one trip. If you travel for more than the number of days you have cover for, you will not be covered after the last day(s) you have paid for.

15. We can, at any time, do the following:

a) Take over the defence or settlement of any claim.

b) Try to recover expenses or compensation from any other person or people involved (third parties) at any time in Your name or in the name of anyone else claiming under this policy. If you claim for illness or injury, contact any healthcare specialist who has treated you for up to three years before

The Insurance

the claim, and have full access to Your medical records.

c) Additionally any items which become the subject of a claim for damage must be retained for the insurer’s inspection and shall be forwarded to their Agent’s upon request at Your or Your legal personal representative’s expense. All such items shall become the property of the insurer following final settlement of the claim.

16. A person or company who is not covered by this policy has no right under the Contracts (Rights of Third Parties) Act 1999 to insist on any term of this policy being applied. This does not affect any right or remedy of a third party that exists or is available under this Act.

General exclusions

We will not cover the following:

1. We will not pay claims if at the time you take out this insurance or prior to the booking of any individual trip, the following apply:

a) You are aware of any medical condition or set of circumstances which could lead to a claim

b) Any person, including those not travelling whose condition may give rise to a claim and who:

• is receiving or waiting for hospital tests or treatment for any condition or set of symptoms that have not been diagnosed;

• is travelling against the advice of a medical practitioner or travelling to get medical treatment abroad;

• have been told about a condition that will cause their death.

c) We will not cover claims if you or any person insured on Your policy has in the last 5 years:

• suffered from or received medical advice, treatment or medication for:

i) any heart-related, blood circulatory or diabetic condition; or

ii) any breathing condition;

iii) any psychiatric or psychological condition (including anxiety or depression);

• had treatment or hospital tests for cancer in the last five years; or

• been referred to or seen by a hospital doctor or surgeon (other than an accident and emergency doctor), or needed inpatient treatment in hospital in the last 12 months.

d) You must make sure that you tell Together Mutual Insurance about any change in Your circumstances that happens after the policy has been issued and before you travel. We have the right to change the conditions of Your policy in line with the change in risk.

2. Costs of phone calls or faxes, meals, taxi fares (except for taxi costs paid for the initial journey to a hospital abroad due to an insured person’s illness or injury), interpreters’ fees, inconvenience, distress, loss of earnings, loss of enjoyment of the holiday, time share maintenance fees, holiday property bonds or points and any extra travel or accommodation costs

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(unless we authorised these or they are part of a valid claim under Section A, Section B, Section C or Section E2).

3. Any claim that happens as a result of war, invasion, revolution, rebellion, act of foreign enemy or any similar event (except for any which the public did not know about at the time of purchase of this insurance and/or for annual multi trip policies prior to the booking of any individual trip). Please note that this exclusion does not apply to Section B – Medical expenses.

4. Any claim which is directly or indirectly caused by, results from or is in connection with a Natural Disaster or Civil unrest (see Definitions pages 60-63).

5. Any property that is legally taken or damaged by any government or public or local authority.

6. Any claim that happens as a result of strikes or industrial action (except for any which the public did not know about at the time of purchase of this insurance and/or for annual multi trip policies prior to the booking of any individual trip).

7. Costs to replace or restore any property that is lost or damaged because of:

a) ionising radiation or contamination from any nuclear fuel or from any nuclear waste from burning nuclear fuel; or

b) the radioactive, toxic, explosive or other dangerous properties of any explosive nuclear equipment or any part of it.

8. All the costs for an item that is lost or damaged if:

a) there is other insurance covering it at the time you claim under this policy; or

b) under the EU travel directives, you are able to get money from the airline you travelled with. We will only pay our share.

9. Any item that is lost or destroyed or damaged by pressure waves from any aircraft or other flying object travelling at or above the speed of sound.

10. Any claim that results from you being in, entering or leaving any aircraft other than as a paying passenger in a fully-licensed passenger-carrying aircraft.

11. We will not pay for any losses which are not directly covered by the terms and conditions of this policy. Examples of losses we will not pay for include loss of earnings. For example, if you are not able to return to work after injury or illness you suffered from while on a trip, and replacing locks if you lose Your keys.

12. Any claim that results from the tour operator, airline or any other company, firm or person not being able or not being willing to carry out any part of their obligation to you.

13. Any claim that results from you being involved in any malicious, reckless, illegal or criminal act.

14. Motor racing or vehicle racing of any kind.

15. Any dangerous activity.

16. Any claim that results from you travelling to a country or an area where the Foreign and Commonwealth Office have advised you not to go.

17. Any claim that results from you doing manual labour in connection with Your trade, business or profession, unless we have approved this.

18. Any claim that results from:

a) Your suicide or attempted suicide;

b) you injuring Yourself deliberately or putting Yourself in danger (unless you are trying to save someone’s life); or

c) you fighting (except in self-defence).

19. Any claim that results from using alcohol or drugs (unless the drugs have been prescribed by a doctor).

20. Any claim that results from you being affected by any sexually transmitted disease or condition.

21. Any claim that results from you not getting the vaccinations you need.

22. Any claim that results from you acting in a way which goes against the advice of a medical practitioner.

23. Any search and rescue costs.

24. Any claim that you already have a more specific insurance for.

25. Any claim related to a known event (see Definitions page 61) that you were aware of at the time you took out this insurance and/or for an annual multi trip policy, prior to the booking of any individual trip.

26. For Sections A and E to H, we will not pay for any claims or costs that result from an event where any person or group acts for political, religious, ideological or similar purposes with the intention to influence any government or to put the public, or any section of

the public, in fear, and the event leading to the claim happens before you leave the UK, Channel Islands or Republic of Ireland. We will not pay claims where a loss is caused by, results from or is connected to any action taken in trying to control or prevent any of the above.

27. Any claim that results from you riding a motorcycle with an engine over 125cc (as either the driver or a passenger).

28. Any claim caused by you climbing, jumping or moving from one balcony to another regardless of the height of the balcony.

The Insurance (continued)

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Sections of insurance

Section A - Cancelling and cutting short Your holiday

What you are covered forIf you have to cancel or cut short Your trip because of one of the reasons listed below we will pay up to the amount shown in the table of benefits on page 54 for: • travel and accommodation expenses that

you have paid or have agreed to pay under a contract and which you cannot get back, including any local prepaid excursions, tours or activities, if it is necessary and you cannot avoid cancelling or cutting short Your trip; and

• reasonable extra travel costs if it is necessary and you cannot avoid cutting short Your trip.

The following are reasons we will accept for you cancelling or cutting short Your trip:1. You die, become seriously ill or get

injured.

2. A relative, business associate, a person you have booked to travel with or a relative or friend living abroad, who you plan to stay with, dies, becomes seriously ill or gets injured.

3. You have to go to court to be a witness or be on a jury (but not as an expert witness) or you are put in quarantine.

4. There is an accident involving a vehicle you were planning to travel in, which happens within seven days before the date you planned to leave and means you

cannot use the vehicle. This only applies to self-drive holidays.

5. You are a member of the armed forces, police, fire, nursing or ambulance services and you have to stay in Your home area because of an emergency or you are posted overseas unexpectedly.

6. You are made redundant, as long as you are entitled to payment under the current redundancy payments law and, at the time of booking Your trip, you had no reason to believe you would be made redundant.

7. It is necessary for you to stay in Your home area after a fire, storm, flood or burglary at Your home or place of business within 48 hours before the date you planned to leave. We will need a written statement from a relevant public authority confirming the reason and necessity.

8. It is necessary for you to return to Your home area after a fire, storm, flood or burglary at Your home or place of business. We will need a written statement from a relevant public authority confirming the reason and necessity.

9. You cannot travel because of government restrictions after an epidemic, for example, the Foreign and Commonwealth Office (FCO) advise you not to go to the destination because there has been an outbreak of avian flu.

10. If you become pregnant after we have sold you this policy, and you will be

more than 32 weeks pregnant at the start of, or during, Your trip. Or, Your doctor advises that you are not fit to travel because you are suffering from complications of pregnancy or childbirth.

If you will be more than 32 weeks pregnant at the start of, or during, Your trip and you still choose to travel, you may not claim for cutting short Your trip unless as a result of the complications of pregnancy or childbirth.

Special exclusions which apply to Section A


1. The excess shown in the table of benefits on page 54.

2. You not wanting to travel.

3. Any extra costs that result from you not telling the holiday company as soon as you know you have to cancel Your holiday.

4. Cancelling or cutting short Your trip because of a medical condition or any illness related to a medical condition you knew about at the time of taking out this insurance and/or, for annual multi trip policy, prior to the booking of any individual trip. This applies to you, a relative, business associate or a person you are travelling with, and any person you were depending on for the trip.

5. Any claim that comes from pregnancy or childbirth, except as provided for under the benefits in Section B, unless a qualified medical practitioner confirms that the claim comes from the complications of pregnancy or childbirth.

6. The cost of Your original return trip, if you

have already paid this and you need to cut short Your journey.

7. The cost of going back to the original destination to finish Your trip and the costs of more accommodation there.

8. You cutting short Your trip and not returning to Your home area.

9. You not getting the passport or visas you need.

10. The cost of visas you need for Your trip.

11. Civil unrest, strikes, blockades, actions taken by the government of any country or the threat of an event like this.

12. Airport taxes and administration fees charged as a result of refund of airport taxes included in the cost of Your flights.

13. Annual membership or maintenance fees for time share properties or holidays.

14. The provider (for example, an airline, hotel, ferry company and so on) not providing any part of the trip you have booked, (this could be a service or transport) unless the event is covered by this policy. If this happens, you should claim against the provider.

15. Compensation for any air miles or holiday points you used to pay for the trip in part or in full.

16. Any claim as a result of Your passport or travel documents being lost or stolen

Please remember We will work out claims for cutting short Your holiday from the day you return to Your home area or from the day you have to go into hospital as an inpatient to the day

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you are discharged. Your claim will only be based on the number of full days you have not used.

Special conditions which apply to Section A

6. You must get our permission if you have to cut Your holiday short and return early to Your home area for an insured reason.

7. We will only consider the unused expenses of a person who has taken out insurance cover with Together Mutual Insurance. For example, if you are travelling with someone who is not insured, we only pay Your proportion of costs, not theirs.

8. If you cancel the trip because of an illness or injury you must get a medical certificate immediately from the general practitioner saying that this prevented you from travelling.

Please read the general conditions and exclusions

Section B - Medical and other expenses

Please remember

This section does not apply if you become ill or are injured during trips in Your home area, England, Scotland, Wales, Northern Ireland and the Isle of Man.

If you go into hospital, you must tell us immediately.

What you are covered for

We will pay up to the amount shown in the table of benefits on page 1 for the following. We will pay any costs that are necessary and reasonable as a result of you being unexpectedly injured or ill during Your trip.

1. Emergency medical, surgical and hospital

treatment and ambulance costs. (You are covered up to £250 for emergency dental treatment, as long as it is to immediately relieve pain only)

2. Up to £5000 for the cost of returning Your body or ashes to Your home area, or for the cost of a funeral in the country where you die if this is outside Your home area.

3. Up to £1000 for the cost of returning Your body or ashes to Your home if you die in Your home area.

4. Extra accommodation (a room only) and travel expenses to allow you to return to Your home area if you cannot return as you originally booked. You must have our permission to do this.

5. Extra accommodation (a room only) for someone to stay with you and the costs for travelling home with you, if this is necessary due to medical advice.

6. The costs for one relative or friend to travel from Your home area to stay with you (a room only) and travel home with you, if this is necessary due to medical advice.

7. We will pay to return you to Your home area if we think this is medically necessary.

Please remember

If, due to unexpected circumstances that are beyond Your control and which fall under the conditions of this cover, you cannot finish Your holiday within the period of insurance set out on Your policy schedule, we will extend Your cover for up to 30 days. We will not charge you for this.

Special exclusions which apply to Section B


1. The excess shown in the table of benefits on pages 54.

2. Any treatment or surgery which we think you do not need immediately and can wait until you return home. our decision is final.

3. Any costs of treatment or surgery that was carried out more than 12 months after the date of the incident which you are claiming for.

4. The extra cost of single or private-room accommodation unless it is medically necessary.

5. Any medical treatment that you receive because of a medical condition or any illness related to a medical condition which you knew about at the time of taking out this insurance and/or, for annual multi trip policy, prior to the booking of any individual trip. This applies to you, a relative, business associate or person you are travelling with, and any person you were depending on for the trip.

6. Any treatment or medication that you receive after you return to Your home area.

7. Any extra costs after the time when, in our medical advisor’s opinion, you are fit to return to Your home area.

8. Any medical treatment that you receive after you have refused the offer of returning to Your home area, when, in the opinion of our medical advisors, you are fit to travel.

9. Any claim that comes from pregnancy or childbirth, unless a qualified medical practitioner confirms that the claim comes from complications of pregnancy or childbirth.

10. The cost of any phone calls, other than the first call to us to tell us about the medical problem. The cost of any taxi fares, unless a taxi is being used instead of an ambulance. The cost of any food and drink (unless these are a part of Your hospital costs if you are kept as an inpatient).

11. Costs of more than £500 which we have not agreed beforehand.

12. Any medical treatment or tests you have planned or expect to have.

13. Any costs that result from taking part in winter sports or dangerous activities.

14. Treatment or services provided by a private clinic or hospital, health spa, convalescent home or any rehabilitation centre; unless we have agreed that this is medically necessary.

15. Cosmetic treatment, unless we have agreed that this treatment is necessary as the result of an accident covered under this policy.

16. Any costs that are as a result of a tropical disease, if you have not had the recommended vaccinations or taken the recommended medication.

Please read the general conditions and exclusions.

Sections of insurance (continued)

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Section C - Hospital benefit

This section does not apply for trips in Your home area, England, Scotland, Wales, Northern Ireland and the Isle of Man.


We will pay up to the amount shown in the table of benefits if, after an accident or illness that is covered under Section B (Medical and other expenses) of this policy, you go into hospital as an inpatient outside Your home area. Your benefit will end if you go into hospital when you return to Your home area.

Note: We pay the benefit to you for each complete 24-hour period that you are kept as an inpatient. This amount is meant to help you pay extra costs such as taxi fares and phone calls.

Special exclusions which apply to Section C

Any claim that comes from pregnancy or childbirth, unless a qualified medical practitioner confirms that the claim comes from complications of pregnancy or childbirth.


Section D - Personal accident


We will pay you or Your executors or administrators up to the amount shown in the table of benefits, if you are involved in an accident during Your trip which causes you an injury, and this accident is the only thing that results in you becoming disabled within 12 months of the date of the accident. We will pay for the following:

1. Your permanent total disability.

2. Losing one or more of Your limbs (a permanent loss at or above the wrist or ankle).

3. Irrecoverable loss of sight in one or both eyes for a period of at least 12 months.

4. If you die, we will pay the amount shown in the table of benefits on page 54 (this is limited for children aged under 18).

Special exclusions which apply to Section D


1. An injury or death that is not caused by an accident. For example, if you die from a heart attack, we know the cause, but it is not an accident so it will not be covered.

2. A disability that was caused by mental or psychological trauma and did not involve the injury to Your body.

3. A disease or any physical disability or illness which existed before the trip.


Section E – Delayed departure or Abandoning Your holiday

Please remember

You are entitled to claim for either delayed departure or abandoning Your holiday, but not for both.

This section does not apply for trips in Your home area, England, Scotland, Wales, Northern Ireland and the Isle of Man.

Delayed Departure

We will pay for each full 12 hour period you are delayed (up to the amount shown in the table of benefits), as long as you eventually go on the trip.


If the first part of Your booked outward or final return international journeys (by aircraft, ship, cruise ship, coach or cross-channel train) is delayed because of a strike or industrial action, poor weather conditions or a mechanical breakdown we will pay for delayed departure or abandonment up to the amounts shown on the table of benefits. You must be delayed by at least 12 hours on each occasion.

Abandoning Your trip

If you have to abandon Your outward trip as a result of a delay lasting more than 24 hours where the delay has been caused by a strike or industrial action, poor weather conditions or a mechanical breakdown, we will pay for Your unused travel and accommodation expenses, including any local prepaid excursions, tours or activities, up to the amount shown in the table of benefits after any amount that you can get back is taken off.

Special exclusions which apply to Section E


1. The excess shown in the table of benefits on page 54 for abandoning Your holiday.

2. Any claim that results from you missing a connecting flight.

3. Any claim that results from civil unrest or natural disaster.

4. Claims that result from an actual or planned strike or industrial action which the public knew about at the time you made travel arrangements for the trip.

Special conditions which apply to Section E Under this policy you must:

1. have checked in for Your trip at or before the recommended time; and

2. get a written statement from the appropriate transport company or authority confirming the reason for the delay and how long it lasted.

You should make claims that result from abandoning Your holiday and happen as a result of the circumstances described in the EU travel directives (see the inside cover of this policy booklet) to the airline first. We will pay any money under this policy after the amount of compensation you receive from the airline for the same event is taken off.


Section F - Personal liability


We will pay up to the amount shown in the table of benefits if you are legally responsible for accidentally:

1. injuring someone; or

2. damaging or losing somebody else’s property.

Special exclusions which apply to Section F




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2. Any legal responsibility that comes from an injury or loss or damage to property that:

• you, a member of Your family, household or a person you employ owns; or

• you, Your family, household or a person you employ, cares for or controls.

3. Any legal responsibility, injury, loss or damage:

• to members of Your family, household, or a person you employ;

• that results from or is connected to Your trade, profession or business;

• that results from a contract you have entered into;

• that results from you owning, using or living on any land or in buildings (except temporarily for the trip); or

• that results from you owning or using mechanically-propelled vehicles, watercraft or aircraft, animals (other than horses and pet cats or dogs), guns or weapons (other than guns that are used for sport);

• that results from you infecting any other person with any sexually transmitted disease or condition.

Special conditions which apply to Section F

Under this policy you must:

1. give Together Mutual Insurance Travel Claims notice of any cause for a legal claim against you as soon as you know about it, and send them any other documents relating to any claim;

2. help Together Mutual Insurance Travel Claims and give them all the information they need to allow them to take action on Your behalf;

3. not negotiate, pay, settle, admit or deny any claim unless you get Together Mutual Insurance Travel Claims’ permission in writing; and

4. be aware that we will have full control over any legal representatives and any proceedings. We will be entitled to take over and carry out any claim in Your name for Your defence or prosecute for our own benefit.


Section G - Legal expenses


We will pay up to the amount shown in the table of benefits for legal costs that result from dealing with claims for compensation and damages if you die, become ill or get injured during Your trip.

Special exclusions which apply to Section G


1. Any claim we or our legal representatives believe is not likely to be successful or if we think the costs of taking action will be more than any award.

2. The costs of making any claim against us, our agents or representatives, or against any tour operator, accommodation provider, carrier or any person who you have travelled or arranged to travel with.

3. Any costs or expenses which are based on the amount of any award. The costs

of following up a claim for an injury or damage caused by or in connection with Your trade, profession or business, under contract or resulting from you having, using or living on any land or in any buildings.

4. Any claims that result from you having or using mechanically-propelled vehicles, watercraft, aircraft, animals, guns or weapons.

5. Any claims that results from you acting in a criminal or malicious way.

6. Any claims reported more than 180 days after the incident took place.

Special conditions which apply to Section G


1. be aware that we have full control over any legal representatives and any proceedings;

2. follow our or our agents’ advice in handling any claim; and

3. where possible, get back all of our costs. You must pay us any costs you do get back.


Section H – Accommodation cover


We will pay up to the amount shown in the table of benefits for the cost you pay, or agree to pay overseas, for travel expenses and providing other similar accommodation to allow you to continue with Your holiday or journey. We will only do this if you cannot reach or cannot live in Your booked accommodation because of a fire, flood,

storm, lightning, explosion, avalanche or a major outbreak of an infectious disease.

Special exclusions which apply to Section H



2. Any costs that you can get back from any tour operator, airline, hotel or other service provider.

3. Any costs that you would normally have to pay during the period shown on Your validation certificate.

4. Any claim that results from you travelling against the advice of the appropriate national or local authority.

5. Any claim that results from a natural disaster or civil unrest.

Special conditions which apply to Section H


1. give us a written statement from an appropriate public authority confirming the reason for and the type of the disaster and how long it lasted;

2. confirm that you did not know about any event that lead to a claim, before you left Your international departure point; and

3. give us proof of all the extra costs you had to pay.


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Dangerous activities

We will not cover any activity considered to be dangerous unless it is included in the list below. We also will not cover any sport undertaken professionally.

The activities which are covered in full as standard are:

• Amateur Athletics

• Archaeological digging

• Archery

• Badminton

• Baseball

• Basketball

• Bridge Walking

• Bungee jumps (max 3 jumps)

• Canoeing

• Cave tubing

• Cricket

• Cycling

• Golf

• Hiking (under 2000 metres)

• Husky sledge driving

• Inline skating

• Jogging

• Marathons

• Mountain biking (not including downhill racing and extreme ground conditions)

• Netball

• Orienteering

• Parasailing

• Parascending (over water)

• Rambling

• Refereeing (amateur basis)

• River tubing

• Roller blading

• Running (both sprinting and long distance)

• Safari

• Sand boarding

• Scuba diving (qualified, max 30 metres) under 14 days

• Skate boarding

• Sleigh rides (as part of a Christmas trip to Northern Europe)

• Snorkelling

• Squash

• Surfing

• Swimming

• Tennis

• Trekking (under 2000 metres)

• Triathlons

• Volleyball

• Wake boarding

• Water polo

• Water skiing

• White/Black water rafting (Grades 1 to 4)

• Windsurfing and Yachting (both racing and crewing) inside territorial waters.



1. Pollution and radioactive contamination and war risks.

Any loss of or damage to property, legal liability, expense, consequential loss or bodily injury directly or indirectly caused by, arising from, or contributed to by:

• Ionising radiations from, or contamination by, radioactivity from any nuclear fuel or from any nuclear waste from the combustion of nuclear fuel

• The radioactive, toxic, explosive or other hazardous or contaminating properties of any nuclear installation, reactor or other nuclear assembly or nuclear component thereof

• Any weapon of war employing atomic or nuclear fission and/or fusion or other like reaction or radioactive force or matter

• Any loss, damage or legal liability, directly or indirectly caused by, arising from, or contributed to by pollution or contamination unless caused by a sudden and unforeseen and identifiable accident and/or leakage of oil from any fixed heating installation within Your home

• War, invasion, act of foreign enemy, hostilities (whether war is declared or not), civil war, rebellion, revolution, insurrection, military or usurped power, or confiscation or nationalisation or requisition or destruction of , or damage to, property by or under the order of any government or public or local authority.

2. Sonic bangs

Any loss or damage caused by pressure waves from aircraft or other aerial devices travelling at sonic or supersonic speed.

3. Matching Items

The cost of replacing any undamaged item which forms part of a set or suite or any other undamaged item of a uniform nature, design, colour or style; when damage occurs only to another, separate, part of the set or suite or within a clearly delineated area and replacements cannot reasonably be matched. The policy cover applies only to those parts or areas which have been damaged or lost – so if, for example a bath is damaged by an insured event, then the policy will cover the repair or replacement of the bath itself; it would not also cover the replacement of an undamaged matching sink.

We do appreciate that there will be occasions when you would also wish to replace the undamaged parts of a set or suite. Although this would not strictly be an insurance matter – there can be no valid claims for undamaged items – we may be willing to consider making a contribution towards the cost of replacing undamaged items that form part of a set or suite where other matching items have been damaged and replacements cannot be reasonably matched, as a gesture of goodwill.

For the avoidance of doubt, some examples of matching sets, suites or other items would include – Bathroom Suites, Fitted Kitchens, Fitted Bedrooms, Carpets, Curtains, Three Piece Suites, Dining Tables & Chairs, Bedding, Sets of Matching Jewellery and Dinner Services.

4. Maintenance, gradually operating causes and pre-inception losses

• Any costs relating to maintenance and normal redecoration

Exclusions which apply to Sections A, B and C of the policy

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• Any loss or damage, liability or injury that happened before the first period of insurance

• Any loss or damage arising from wear and tear or any other gradually operating cause including, depreciation, corrosion, mildew, wet or dry rot, fungus or the action of light, climate or atmosphere

• Any loss or damage resulting from wilful neglect by you, any member of Your family or Your paying guests, lodgers or tenants

• The cost of reconstituting recordings or data on any audio, visual or computer media.

• Any loss or damage caused by confiscation, detention or seizure by customs, police or other officials.

5. Terrorism

Any loss, damage, liability, cost or expense of any nature, directly or indirectly caused by, resulting from, or in connection with

a) any act of terrorism regardless of any other cause or event contributing concurrently or in any other sequence to the loss

b) any action taken in controlling, preventing, suppressing or responding to any act of terrorism

For the purposes of this exclusion ‘terrorism’ means the use, or threat of use, of biological, chemical and/or nuclear force or contamination, by any person or group of persons whether acting alone or on behalf of, or in connection with, any organisation(s) or government(s), committed for political, religious, ideological or similar purposes including the intention to influence any

government and/or the public or any section of the public in fear.

6. Loss of Value

We will not pay for loss in value of property, other than as stated in Settling claims under Section A of this policy, item (ii), if the claim is to be settled in the way stated.

7. Deliberate or Criminal Acts

We will not pay for loss or damage deliberately caused by you or Your family or any tenant or lodger, or arising from any criminal act by you or Your family.

8. Asbestos Contamination

We will not pay for any costs associated with asbestos contamination including any clean up costs unless they form part of the repair work necessary after the operation of any insured event.

9. Financial Loss

Any cost or financial loss incurred by you or Your family that has been indirectly caused by the event that led to Your claim. For example, if you take time off work to deal with matters arising from a claim, we will not cover any loss of earnings.

10. Moths, vermin, woodworm, insects or infestations

Any loss or damage caused by moths, vermin, woodworm, insects or infestations

11. Burglar Alarm not being put into operation

When you first took out this policy, we asked you whether you had a burglar alarm installed at the premises and whether it is in full working order and is put into operation whenever the premises are left with nobody

in, or whenever you and Your family go to bed for the night. If you confirmed to us that you do have an alarm and that it is used as above, then we issued this policy on that basis; i.e. that we had been asked to insure a property that was protected by an alarm and that alarm was put into full operation whenever the premises are left with nobody in or whenever you and Your family go to bed for the night.

Confirmation of Your answer to the alarm question can be found in the Statement of Facts issued to you when you first took out this policy. You may request a copy of this document at any time.

If the situation changes; if you no longer have an alarm, or if it is no longer operational, or if it is no longer put into use as above, you must inform us. If we have been advised that this policy is covering a property which is protected by an alarm and in fact this is not the case, then this may invalidate any claim you make for theft, attempted theft or malicious damage.

Exclusions which apply to Sections A, B and C of the policy (continued)

Exclusions which apply to Sections A, B and C of the policy (continued)

8382

1. We will not pay any claim unless you and Your family comply with the policy terms, endorsements and warranties at all times.

2. You and Your family must take all reasonable precautions to prevent loss, damage or accidents and to mitigate any loss or damage which does occur

3. You must keep the buildings, contents and all other property which is insured by this policy in good repair

4. You may cancel this policy at any time by contacting us either by telephone on 01438 761 670 or in writing to: Customer Relationship Manager, Together Mutual Insurance, Kings Court, London Road, Stevenage, SG1 2TP

• If you wish to cancel the policy within the first 14 days of the period of insurance, we will refund the premium you have paid to us in full and we will treat the insurance as null and void

• If you wish to cancel the policy after the first 14 days of the period of insurance, then, so long as you have made no claims in the period and have not said that you are going to claim during the period of insurance, we will return Your premium for that part of the period of insurance that is left. If a claim is made, then no refund of premium will be due.

5. We may cancel this policy at any time by writing to you seven days beforehand at Your last known address. We may refund part of Your premium in the same way as number 4 above.

6. If you pay premiums for this policy by monthly direct debit from Your bank

account and we do not receive a monthly premium payment when it is due, we will re-submit the unpaid premium for payment.

Should the premium remain unpaid after the second application, we will cancel the direct debit and write to you requesting full payment of the remaining premium within 10 days.

Should the full premium not be paid within 10 days of the written notice of non-payment, the policy will be cancelled immediately upon expiry of such notice.

If you are paying Your premium by instalments and we pay (or agree to pay) a claim under the policy, then you must pay the premium outstanding up to the end of the period of insurance. Provided that the policy remains in force, instalments can be collected in the normal way. If the policy is cancelled prior to the end of the period of insurance and a claim has been paid (or agreed to be paid) then the full balance of the premium due up until the end of the period of insurance must be paid. If it is not, we can deduct the amount you owe us from any claim we pay.

7. You must tell us of any changes in Your circumstances that could affect this insurance (see the ‘Important Notice’ on page 4 for some examples of changes that we need to be made aware of).

8. If there are two or more policyholders named on the policy, any individual policyholder can amend the policy or make a claim. Should you wish to remove a policyholder from the policy, we will require confirmation of this from that policyholder or confirmation in writing

Conditions which apply to Sections A, B and C of the policy

from the executors of that policyholder if he or she is deceased. If the policy is to be cancelled, we will require confirmation of this from all the named policyholders.

9. Non-disclosure and misrepresentation If you have not told us about, or misrepresented, any facts or circumstances relating to any of the questions we asked you when the policy was first taken out or at any subsequent occasion, we may refuse to pay a claim or we can treat this insurance as though it had never existed.

10. Surveys For our mutual benefit, we retain the right to survey the buildings and contents during the period of insurance, at our cost. If we wish to do so, we will advise you of this in writing and we or our representatives will contact you to arrange a mutually convenient appointment.

Conditions which apply to Sections A, B and C of the policy (continued)

8584

You should note that any failure to fully comply with these conditions may mean that we are unable to deal with Your claim.

1. Telling us about a claim

Damage to Your own property

When you become aware of a possible claim under this policy you must notify us immediately and no later than 7 days after discovering the damage. A delay in notifying us could result in further damage to Your property, which may then be excluded under the terms of this policy. If there has been a theft, attempted theft or a malicious act you must inform the Police at once and obtain a crime reference number from them. If the incident is not reported to the Police, we will not be able to consider any claim. If any item is lost, you should also report this to the Police and obtain a loss reference number.

Claims against you for injury or damage

If an incident occurs involving another person who may hold you responsible for an injury which they sustain or for damage to their property, you must notify us immediately and provide us with as much information as possible. This will enable us to make any enquiries necessary whilst you and any witnesses still clearly remember what happened.

If you receive a letter of claim for compensation from a solicitor acting for the person injured or whose property you allegedly damaged, you must send it to us at once. Recent changes to the legal system require us, as Your insurers, to acknowledge receipt of the letter and confirm our involvement within 21 days.

If you fail to notify us, it is likely that the solicitors will issue proceedings.

We have three months in which to investigate a claim after acknowledging the letter from the solicitors and you must provide all assistance, documents and other evidence which we ask for in order that we may comply with the legal requirements and consider the claim.

You must not admit, deny or negotiate any claim without our express written consent. If you do so without our consent, you may invalidate Your claim.

2. Your duties

You must, at Your expense, give us all details and evidence that we may need, including written estimates, proof of ownership and valuations.

You must allow us or our nominated representatives to:

a) enter and inspect any part of the building where loss or damage has occurred

b) take and keep any of the property insured for which a claim is made; and

c) deal with any salvage in a reasonable manner.

You may not abandon any property to us.

You must not dispose of or repair any property without our consent.

You must follow the procedures outlined in Section 1 above for claims made against you by another person.

Claims Conditions

3. Other insurances in force

If, at the time of any loss or damage which is covered by this policy, there is another insurance in force that also covers the loss or damage, we will not pay more than our rateable proportion of any claim. (This point does not apply to any claim made under the Personal Liability cover forming part of Section B – Contents of this policy. Please see pages 29-30 of this booklet for the conditions and exclusions applicable to Personal Liability cover).

4. Subrogation

If we wish, either before or after paying a claim under this policy, we may ask you to take all action needed to enforce Your rights against any other person, or we may take the action in Your name. We will pay the costs and expenses of all such action.

5. Fraudulent Claims

If you or anyone acting on Your behalf makes any claim under this policy knowing that the claim is false or fraudulent in any way, or to any extent, this policy will be cancelled with effect from the date of the claim. You will lose all rights to make a claim.

Claims Conditions (continued)

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Notes Notes

Date post:	12-Aug-2015
Category:	Business
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