Guide to your Admi al Home Insu ance cover - … · Guide to your Admiral Home Insurance cover i Welcome to Admiral Home Insurance Thank you for insuring through Admiral. You can

Guide to your Admiral Home Insurance cover

Important Numbers

Changes to your policy 0871 882 8212 (Calls to 0871 numbers are charged at 8p per minute plus

network extras).

Need to make a claim (available 24 hours a day) 0844 543 4404

Calling from abroad +44 2920 601 294

Home insurance 0800 600 870

Car Insurance 0800 600 880

Helplines

Legal Advice Line 0844 770 1042

Boiler/Home Emergency Helpline 0800 6523 116

Alternatively you can visit our website for more information at admiral.com

Opening Hours

Sales ClaimsCustomer Services

and Renewals

Weekdays 8am - 10pm 8am - 9pm 8am - 8pm

Saturday 9am - 5pm 9am - 5pm 9am - 5pm

Sunday 10am - 4pm 10am - 4pm 10am - 4pm

IMPORTANT

You must tell us if you intend to have any building work or renovation done to your home, for example an extension, attic or basement conversion or any structural alteration (other than routine maintenance or decoration) before any work begins.

Guide to your Admiral Home Insurance cover i

Welcome to Admiral Home Insurance

Thank you for insuring through Admiral. You can feel confident in your choice. Why? Because you’re now saving even more on your home insurance and still benefiting from all the cover and protection you might need.

Your Admiral Home Insurance Policy

This booklet describes your contract of domestic property insurance. Please read it carefully along with your current Home Policy Schedule and Home Proposal Confirmation/Home Renewal Confirmation. This is important as the agreement to insure you is based on this information.

The Administrator of the policy will hold all policy documentation and be sent any future correspondence. The Administrator is responsible for distributing all documentation. The Administrator is also responsible for all payments relating to the policy.

Please check your welcome letter or email for details of any items you need to send back to us.

We hope you are happy with your policy. However if it does not meet with your requirements please return all documents within 14 days of receipt. Changes to your policy or cancellation will incur administration charges that are payable to EUI Limited for the cost of arranging and handling your policy. Details of these charges are given in ‘Your Agreement with EUI Limited’, available on-line and included with your documents issued when your policy started and at renewal.

We are always interested to learn what our customers think of our service. If you have any comments or ideas you can tell us on the enclosed Customer Comment Form. We hope you will remain a satisfied Admiral customer for many years to come.

Sales ClaimsCustomer Services

and Renewals

Weekdays 8am - 10pm 8am - 9pm 8am - 8pm

Saturday 9am - 5pm 9am - 5pm 9am - 5pm

Sunday 10am - 4pm 10am - 4pm 10am - 4pm

Guide to your Admiral Home Insurance coverii

WHICH PART OF THIS POLICY RELATES TO ME?

General Conditions, General Exceptions and Extra Conditions (Endorsements)

There are Conditions and Exceptions which apply to individual sections of the policy while General Conditions and General Exceptions apply to the whole policy.

Buildings and Contents combined cover

Sections 1 and 2 (Sections 3 and 4 are optional)

Buildings

Section 1

Contents

Section 2 (Sections 3 and 4 are optional)

Guide to your Admiral Home Insurance cover 1

Contents

2 Definitions

7 Frequently asked questions

9 Protecting your property

12 Making a claim

14 Confirmation of your Admiral Home Insurance

16 Keeping your policy up to date

18 Section 1: Buildings

18 Causes covered under Buildings

22 Extra buildings cover

25 Accidental damage

27 Basis for settling buildings claims

30 Section 2: Contents

30 Causes covered under Contents

33 Extra contents cover

35 Specified items

37 Liability

39 Accidental damage

40 Basis for settling contents claims

44 Section 3: Cover away from your home

46 Section 4: Pedal Cycles

48 General Exceptions

52 General Conditions

58 Extra Conditions (endorsements)

60 Comments and complaints

62 Privacy and Security Statement

Guide to your Admiral Home Insurance cover2

Definitions

When the following words appear in this booklet in bold text or in your current Home Policy Schedule they will have the meaning given below:

Authorised Insurer

This policy is underwritten by Admiral Insurance (Gibraltar) Limited, Suite 3G, Eurolife Building, 1 Corral Road, Gibraltar.

Admiral Insurance (Gibraltar) Limited is licensed and regulated by the Gibraltar Financial Services Commission under the Financial Services (Insurance Companies) Act 1987 of Gibraltar.

Accidental breakage

Sudden, unexpected and visible breakage which has not been caused wilfully or deliberately.

Accidental damage Sudden, unexpected and visible loss, or damage which has not been caused wilfully or deliberately.

Buildings Your home including its permanent fixtures and fittings, central heating fuel storage tanks and drains, permanently connected pipes and cables, service tank and solar panels permanently fixed to the buildings or the ground, including its:

Drives, decking, fences, garden walls, gates,ground source heating pumps, hard tennis courts, paths, patios, permanently fixed hot tubs or jacuzzis, permanent swimming pools built of brick, stone or concrete, septic tanks and terraces.

Contents Household goods, high risk items and personal belongings owned by you or your family or for which you are legally responsible for including: tenant’s fixtures and fittings, pedal cycles under the ‘Unspecified cycle limit’ (shown on your Home Policy Schedule), aerials and satellite dishes, domestic gardening equipment, electrically powered mobility carriages, electric wheelchairs and golf trolleys controlled by a person on foot but excluding:

Any living creature, including livestock and pets, garden plants, securities (financial certificates such as shares and bonds), money, certificates and documents, landlord’s fixtures and fittings, oil, any part of the buildings, any property or item held or used for any business purpose, permanently fitted interior decorations, motorised vehicles and any property or item insured under any other policy.


Definitions (cont.)

Card Credit cards, cheque cards, charge cards, debit cards, cash cards and store cards, issued to you or your family for private use only and not for business of any sort.

EUI Limited This policy is arranged and administered by EUI Limited (FCA Registration No 309378), Ty Admiral, David Street, Cardiff CF10 2EH. EUI Limited is authorised and regulated by the Financial Conduct Authority.

Excess The amount you must pay towards any claim or incident of loss or damage.

Family Your husband, wife, civil partner, partner, children, foster children, parents and any other relative who permanently lives with you at your home address.

Heave Upward movement of the ground beneath the buildings as a result of the soil expanding.

High risk items Personal belongings owned by you and your family including:

y Any collectible articles which are rare or unusual

y Audio visual, photographic or sporting equipment

y Computers, laptops, tablets and notebooks

y Jewellery, watches or pearls

y Pictures, prints or works of art

y Precious metals or stones

y Stamp, coin or other collections

y Musical instruments

y Furs

We will not pay more than the ‘Total high risk items limit’ shown on your Home Policy Schedule for these items.

Definitions (cont.)


Home The private residence and its garages, sheds or outbuildings, at the address shown on your Home Policy Schedule, providing it is used for private and domestic purposes only.

Home Policy Schedule

The most recent version of the document showing the property we are insuring and the cover you selected.

Home Proposal Confirmation/

Home Renewal Confirmation

These documents are a record of the information you have provided at the start and renewal of your policy. The information detailed on these documents and your Home Policy Schedule must be correct.

Landslip Downward movement of sloping ground.

Money Cash, current bank notes, cheques, gift vouchers, gift cards, money orders, postal orders, unused current postage stamps not forming part of a collection, National Savings Stamps, National Savings certificates, share certificates, premium bonds, luncheon vouchers, traveller’s cheques, travel tickets, season tickets, phone cards, and any other token or voucher with a cash value, providing they are currently valid and excluding any items used for business purposes.

Motorised vehicle Any means of transport that is mechanically propelled or assisted, whether licensed for road use or not, or their parts or accessories including caravans, trailers, aircraft and watercraft, or their keys, parts or accessories.

Office equipment Computers, laptops, keyboards, visual display units, printers, word-processing equipment, fax machines, photocopiers, typewriters, fixed telephone equipment and office furniture, you or your family own, excluding any trade stock and mobile phones.

Period of insurance The length of time covered by this insurance, as shown on your current Home Policy Schedule.


Definitions (cont.)

Personal possessions

Portable items belonging to you or your family which are normally worn, used or carried away from home in everyday life, for personal use and convenience, up to the ‘Personal possessions limit’ noted on your Home Policy Schedule. This includes sports, musical and camping equipment but not pedal cycles or high risk items over the ‘Unspecified item limit’ on your Home Policy Schedule.

Pitch-fibre pipes Underground water and drainage pipes made from pitch-fibre that serve the insured buildings and are susceptible to wear and tear or gradual deterioration.

Specified item Any high risk item, whether a single item or part of a collection, that exceeds the ‘Unspecified item limit’ and must be shown on your Home Policy Schedule.

Settlement Downward movement as a result of the soil being compressed by the weight of the buildings within ten years of construction.

Storm A specific, identified storm including strong winds in excess of 47 knots (54mph) that may include heavy rain, snow or sleet.

Subsidence Downward movement of the ground beneath the buildings other than by settlement.

Territorial limits Great Britain, Northern Ireland, the Isle of Man and the Channel Islands.

Unfurnished When your home does not have enough furniture in it for normal living purposes.

Definitions (cont.)


Unoccupied When your home has not been lived in, by you or any member of your family longer than the ‘Days unoccupied limit’ on your Home Policy Schedule. By lived in, we mean staying in and sleeping overnight for at least 5 nights in a row every month or 2 nights in a row every week. If you exceed the number of days shown on your Home Policy Schedule we consider your home to be unoccupied from the first day.

It is very important that you tell us in advance if you know you are going to exceed the ‘Days unoccupied limit’ or else you could be left without cover.

This period is reduced to 5 days between November and March unless you keep your home constantly heated to 12°c or your water supply is turned off at the mains and the water system drained.

We, us, our, Admiral

EUI Limited.

You, your, policyholder

The person (or people, if a joint policyholder is named) named as the policyholder on your current Home Policy Schedule.

You will find on many pages of this guide the following headings:

What is covered

These sections give detailed information on the insurance provided and must be read with ‘what is not covered’ at all times.

What is not covered

These sections draw your attention to what is not included your policy.


Frequently asked questions

Who can access information and make changes to my policy?

Your information could be shared with others named on your policy. Please refer to page 57, ‘10 Instructions’, under the General Conditions of your cover. Full details are given in the Privacy and Security Statement on page 62.

What if my circumstances change?

You should tell us if any information detailed on your Home Proposal Confirmation/Home Renewal Confirmation or Home Policy Schedule changes, otherwise you may not be able to make a claim and/or your policy could be cancelled. Call us on 0871 882 8212 and we will let you know if there is a refund or more to pay. (Calls to 0871 numbers are charged at 8p per minute plus network extras).

For more information, please see ‘Keeping your policy up to date’.

Changes to your policy or cancellation will incur administration charges that are payable to EUI Limited for the cost of arranging and handling your policy. Details of these charges are given in ‘Your Agreement with EUI Limited’, available on-line and included with your documents issued when your policy started and at renewal.

How do I renew my policy?

We will send your renewal documents before your renewal date and unless you contact us, we will automatically apply for your payment shortly after your renewal date. This is to make sure there is no interruption in your insurance cover and on the basis we are able to offer renewal.

Am I covered if I leave my home unoccupied?

We allow a time limit to account for differing lifestyles. Please check the ‘Days unoccupied limit’ on your Home Policy Schedule. You must tell us in advance if you are likely to exceed this limit, as it could mean you would be left without cover from the first day your home is unoccupied.

Am I covered for wear and tear?

No. Your insurance policy provides cover against loss or damage due to the Causes listed and not the maintenance of your home. Your policy does not cover wear and tear, maintenance or gradual decay such as loosening of roof tiles, defective rendering, damp, rot, damage by vermin or failure of grout.

Frequently asked questions (cont.)


Am I covered for:

y Garages and outbuildings? Theft from garages or outbuildings is not covered on this policy

y Trace and access? Trace and access is not covered on this policy

y Laptops, bicycles or accidental damage? Insurance for these and other elements of cover depend on the policy type and optional additional cover you selected when you set up this policy. Please check your Home Proposal Confirmation/Home Renewal Confirmation and Home Policy Schedule along with this guide for full details of the cover you selected

What is fraud?

Fraud can include the failure to disclose or misrepresentation of information that your insurer requires to decide whether to offer cover and to calculate the correct insurance premium. For example this could include providing incorrect information about the number of bedrooms in your home, previous claims or criminal convictions. Please see General Condition 9: Fraud, for more information.

How do I make a claim?

If you need to make a claim, call us immediately on 0844 543 4404. Our household new claims helpline is open all day, every day. There is no need to fill out a claim form as our claims handlers will record all the details for you when you call.


Protecting your property

Suffering any loss or damage to your property can be distressing and inconvenient. Admiral strives to provide an efficient claims service to deal with your claim quickly and professionally. To help avoid the need to claim at all we have compiled some useful advice:

Checking for leaks

y Check your radiator valves, overflows on toilets, water tanks, central heating tanks and domestic appliances regularly for leaks

y Clear gutters regularly and repair any damage so water does not get into your home

y Ensure patches of damp, mould or mildew are checked by an expert. This could prevent gradual leaks causing damage to your property. Damage caused gradually is not covered under your policy

Frozen or burst pipes

y Check insulation and lagging on water pipes and tanks, taking care with pipes outdoors or in colder parts of your home. If you go on holiday during the winter, keep your central heating set at a minimum of 12°c to allow warm air to reach your pipes

y Your water provider can help locate your stop-cock so you can switch the water off if a pipe bursts

y Opening a tap near to the part of the pipe you think is frozen will allow the water to flow out when it has melted. Take care to ensure the sink or drain is not blocked and stop-cock is turned off before you do so

y Soak up as much water as you can, opening windows and ventilating the room if it is possible

Flood

Useful information can be found at the Environment Agency: http://www.environment-agency.gov.uk or the SEPA: http://sepa.org.uk websites. Local television and radio will advise of flood warnings in your area. We may post specific information on the Admiral website if a major flood event occurs. We will do everything we can to maintain our normal claims service during a large scale flood event.

Protecting your property (cont.)


Fire

y If you use your chimney, ensure it is swept at least once a year

y Do not overload electrical sockets

y If you are cooking with hot oil take care. Many house fires start in the kitchen

y If you use candles place them safely on a surface that cannot burn and away from anything that could catch fire. Blow them out when you leave the room. Do not leave them burning overnight

y If you smoke, take care to stub out your cigarettes properly. Do not smoke in bed

y Fit smoke alarms on each floor of your home, test them regularly and think about an escape plan so that you are ready in the event of a fire. Your local Fire and Rescue Service offers free safety checks

Lost property

y If you lose property report it to the staff where you think you may have left it or to the Police in case your property has been found and handed in

Theft

y Install window locks on all easily accessible windows and deadlocks on all your external doors

y Check your doors are in good condition and have toughened glass

y Always lock all your windows and doors anytime you leave home or if you go on holiday, cancel deliveries and ask someone to pick up your mail

y When out, leave a light on to make it seem you are at home and keep sheds and outbuildings locked

y Keep your keys, including car keys out of sight. Do not hide keys near your door or in your garden

y Use security markers on valuable items and consider a burglar alarm and other security measures


Protecting your property (cont.)

Storm

It is important to maintain your property in good condition. Well maintained buildings will only be affected by extreme weather conditions described under ‘storm’ on page 5. Pre-existing damage, wear and tear and gradual damage caused by normal weather, wind and rain is not covered.

.

IMPORTANT

If you do suffer loss or damage, please take immediate action to secure your property and protect it from further damage, such as switching off your gas, electricity or water supply.


Making a claim

Making a claim

If you need to make a claim, call us immediately on 0844 543 4404. Our household new claim helpline is open all day, every day. There is no need to fill out a claim form as our claims handlers will record all the details for you when you call.

Am I covered?

Check your current Home Policy Schedule and Guide to your Admiral Home Insurance cover to make sure your lost or damaged property is insured and has been damaged by one of the causes listed. Check if any Extra Conditions (Endorsements) or limits apply to your current policy. Check the excess that you will have to pay.

What else do I need to do?

Any theft, attempted theft, accidental loss, or loss of property or damage to your property due to civil commotion, malicious act, riot, strikes or vandalism must be reported to the police. A Crime Reference Number will be required for these types of claim.

To make a claim you can call our Claims Department on 0844 543 4404.

What information is required when making a claim?

y Your personal details so we can confirm your identity, including your policy number

y The incident date, time and cause of the loss or damage

y Details of the loss or damage including the claim value if known

y Details of any other person responsible for the incident, any injured person, witness or police contact details including your Crime Reference Number

What happens next?

We will try to resolve your claim as quickly as possible. We may appoint a firm of loss adjusters to act on our behalf to assess your claim. Claims may take longer to resolve if many people have been affected at once, for example due to civil commotion, storm or flood. Complicated claims such as subsidence may also take more time to resolve. Please also read ‘Basis for settling buildings/contents claims’ sections in this guide.


Making a claim (cont.)

We may request further information to support your claim such as: original purchase receipts, invoices, valuations, instruction booklets or photographs, date and place of purchase, confirmation from a suitable expert that the item can or cannot be economically repaired. Please keep these details in a safe place and do not discard them or the damaged items, as they could help us settle your claim faster.

IMPORTANT

Please check your Home Policy Schedule for details of the excess that applies for the cause of the loss or damage you are claiming for. More than one excess may apply and total excess may vary depending on the cause of the loss or damage.

Fraud

Insurance fraud causes higher premiums for all and here at Admiral we are committed to help protect our customers against fraud and its effects.

Fraud is a crime, for example providing false or misleading information in support of a claim with the intention of making a gain or causing a loss to an insurer.

Admiral will take action to detect and prevent fraud which could include informing the police and supporting prosecutions. Please refer to General Condition 9: Fraud, for more information.


Admiral Home Insurance

Your contract of insurance

Insurance has been effected between EUI Limited (Admiral is a trading name of EUI Limited) and the authorised insurer whose name can be supplied on application.

The authorised insurer has agreed to indemnify you, subject to the terms, conditions, limitations and exclusions contained in this document, against such liability, loss, destruction or damage that may occur during any period of insurance directly sustained in connection with your property referred to on your current Home Policy Schedule.

The parties to this contract are you and the authorised insurer. Nothing in this contract shall create any rights to third parties under the Contracts (Rights of Third Parties) Act 1999 and no variation to this contract, nor any supplemental or ancillary agreement shall create such rights unless expressly so stated. This does not affect any right or remedy of a third party which exists or is available apart from this Act.

Our authority

In order that this document may be signed and issued as evidence of the policy of insurance, the authorised insurer has entered into an agreement. This agreement empowers an authorised Underwriter at EUI Limited to sign and issue this document.

David Stevens, Active Underwriter EUI Limited. Registered at Ty Admiral, David Street, Cardiff CF10 2EH.


Admiral Home Insurance (cont.)

Your promise to us

Your policy is proof of the contract between you and the authorised insurer. It is based on the information given by or for you when you applied for this insurance. This information is shown on your Home Proposal Confirmation/Home Renewal Confirmation. You promise, as far as you know, that the information you have given us is true.

Reading your policy

You must read your policy as a whole. Your policy includes this Guide to your Admiral Home Insurance cover, Home Policy Schedule, Home Proposal Confirmation/Home Renewal Confirmation and any Extra Conditions (endorsements) we have applied. The General Exceptions and General Conditions on pages 48-57 of this booklet apply to all sections of your policy.

Governing law

Unless we have agreed otherwise with you, this insurance is governed by English Law and all communication shall be conducted in English.


Keeping your policy up to date

Keeping your policy up to date

Your Home Proposal Confirmation/Home Renewal Confirmation and Home Policy Schedule is your record of the information you have provided to us. It is important that you tell us if any of the details are incorrect or if the information changes during the period of insurance.

For example, if you change address, alter your property or receive criminal convictions while insured by us it could mean:

y The premium you pay will increase or decrease

y The terms of our agreement to insure you will change

y We are no longer able to provide cover

IMPORTANT

You must tell us if the details on your Home Proposal Confirmation/Home Renewal Confirmation or Home Policy Schedule are incorrect or change during the period of insurance. If corrections or changes are required, we will calculate any difference in premium from the date you were obliged to notify us (even if this happened in a previous period of insurance). Failure to notify us of corrections or changes could mean we do not pay your claim, reduce the amount you are able to claim for or even result in your policy being declared void.

Please note you must keep the following details up to date during the period of insurance:

1. Please tell us before

y You change your address

y If you intend leaving your home for a period longer than the ‘Days unoccupied limit’ shown on your Home Policy Schedule

y If your home is going to be left unfurnished

y You plan to rent your home to a tenant, share it with a lodger or use it as a holiday home

y You intend to use your home for business or commercial purposes


Keeping your policy up to date (cont.)

y If you intend to have any building work or renovations done to your home, for example an extension, attic or basement conversion or any structural alteration (other than routine maintenance or decoration)

y If the number of bedrooms or number of bathrooms in your home changes from the amount stated on your Home Proposal Confirmation/Home Renewal Confirmation

y If the property will no longer be your home address

y If your home usually unattended arrangements change from those shown on your Home Proposal Confirmation/Home Renewal Confirmation

2. Please tell us immediately

y If you or anyone living with you is convicted of a criminal offence, has a pending conviction for a criminal offence, is declared bankrupt or receives an IVA (Individual Voluntary Agreement)

y If the condition of your home deteriorates so as to increase the risk of loss or damage

y If the value of your contents, specified items, personal possessions or pedal cycles increases or any new purchases need to be specified on your Home Policy Schedule

y If the value of your high risk items increases above the ‘Total high risk items limit’ on your Home Policy Schedule

y If you change occupation

y If you need to add, remove or change your joint policyholder

y If any incident occurs, even if you do not intend to make a claim

y If you stop using your intruder alarm

y If your main entrance lock changes from the type shown on your Home Proposal Confirmation/Home Renewal Confirmation.

3. Please tell us when you renew your insurance

y If any of the details on your Home Renewal Confirmation have changed

y If any other home insurance accidents, incidents, thefts, losses or claims that you or any occupant have made, excluding any claims made under this policy



Section 1: Buildings

The Buildings section only applies when shown on your Home Policy Schedule and provides cover for loss or damage to buildings for the Causes covered and Extra buildings cover listed below. Please check your Home Policy Schedule for details of the Buildings excess that applies.

Causes covered under Buildings

What is covered What is not covered

1 Fire, lightning, explosion or earthquake

Loss or damage caused by tobacco burns, scorching, melting, warping, or other forms of heat distortion unless accompanied by flames.

2 Smoke Loss or damage caused:

y By smog, air pollution, volcanic ash, agricultural or industrial work

y By wear and tear or damage that happens gradually over time

3 Riot, civil commotion, labour disputes or political disturbance

4 Collision involving any vehicle, aircraft including flying objects and anything falling from them, or involving animals

Loss or damage caused by pets, insects, birds, pests or vermin.

5 Falling trees or branches y Loss or damage caused during tree felling, lopping or topping or the cost of removing fallen trees or branches that have not caused damage to the buildings

y The cost of removing any part of the tree remaining below ground, or restoring the site or damage to hedges, gates or fences

6 Falling television and radio aerials (including satellite dishes), their fittings and masts

Loss or damage to hedges, gates or fences or the aerials, fittings, satellite dishes and masts themselves. These items may be covered under Section 2, Contents.


Section 1: Buildings (cont.)

8 Theft or attempted theft

Loss or damage:

y That has not been reported to the police within 24 hours of discovery

y Caused by you or your family, domestic employees, lodgers, paying guests, tenants or visitors invited into your home, unless force or violence has been used to enter your home

y While your home is let or lent, unless force or violence has been used to enter your home

y While your home is unfurnished or unoccupied

9 Vandalism or malicious acts

Loss or damage:


cont...

7 Storm or Flood Loss or damage caused:

y By frost

y To gates, fences or hedges

y To any incomplete alterations or extensions

y By rising ground water levels

y Due to the weight of snow or ice accumulating on the roof of your home

y By a flood for which an Environment Agency or SEPA flood alert or warning is in force, covering an area that includes your home, at the time your policy started

y By subsidence, heave or landslip resulting from storm or flood

IMPORTANT

Please check the Claims Cause Excess for Flood on your Home Policy Schedule.



9 Vandalism or malicious acts (cont.)




10 Water escaping from:

y Any fixed water tanks

y Water pipes

y Fixed central heating unit

y Any domestic appliance

Loss or damage caused:

y To the fixed domestic water or central heating unit, or domestic appliance itself, or to any drains and pipes, by freeze or wear and tear

y By water overflowing from wash basins, sinks, bidets, showers and baths as a result of the taps being left on

y By faulty, failed or inadequate grout or sealant

y By water escaping from external pipes that are above ground

y By water escaping from pipes or plumbing that are not properly lagged

y To solid floors caused by infill materials settling, swelling or shrinking due to an escape of water

y By sulphate reacting with any materials your home is built from

y By subsidence, heave or landslip resulting from the escaping water


IMPORTANT

Please note the ‘Days unoccupied limit’ is reduced to 5 days between November and March unless you keep your home constantly heated to 12°c or your water supply is turned off at the mains and the water system drained.

Please check the Claims Cause Excess for Escape of Water on your Home Policy Schedule.



11 Accidental damage to underground drains, pipes, cables and tanks which you are legally responsible for and which provide services to or from your home

y Loss or damage caused by de-lamination or collapse of underground pitch-fibre pipes

y The cost of clearing blockages from pipes and drains if there is no damage to the pipe or drain itself

12 Oil escaping from:

y Any fixed central heating oil tank

y Any domestic heating appliance


y To the fixed central heating oil tank or domestic heating appliance itself

y By oil escaping pipes in garages and outbuildings

y By oil escaping from external pipes that are above ground or pipes that have not been properly lagged

y By subsidence, heave or landslip resulting from the escape of oil


13 Subsidence or heave of the site on which your home stands, or landslip


y By normal settlement, consolidation, compaction or shrinkage

y By thermal movement

y By the action of sulphates and other chemicals on or with any materials forming part of the buildings

cont...



Extra buildings cover

Extra buildings cover extends your policy to the additional cover listed below for loss or damage due to Causes covered under Section 1 - Buildings.

13 Subsidence or heave of the site on which your home stands, or landslip (cont.)

y By coastal or river erosion

y By demolition or structural changes or repairs to your home

y By faulty materials, workmanship or design

y To solid floor slabs or from their movement unless the wall foundations under your home are damaged

y To gardens, lawns, patios, terraces, tennis courts, outdoor swimming pools, hot tubs or jacuzzi, walls, fences, gates, drives, service tanks, drains, septic tanks, pipes, cables and central-heating oil tanks, unless your home is damaged as well

y Loss or damage that is covered under a guarantee or an NHBC Certificate

y Loss or damage that is a recurrence if you were aware of previous subsidence, heave or landslip, unless we agreed cover on that basis

IMPORTANT

Please check the Claims Cause Excess for Subsidence on your Home Policy Schedule.


Locks and keys

We will pay up to the amount shown on your Home Policy Schedule for replacing and installing locks and keys on the external doors of your home if the keys to those locks are lost or stolen.




Site Clearance and Building fees

When dealing with a claim to your buildings, we will pay for:

y Architects, surveyors, consulting engineers and legal fees agreed by us

y The cost of clearing debris from the site or demolishing or shoring up the buildings

y The cost to comply with government or local authority requirements but not if the order predates the loss or damage

Any fees you incur in preparing your claim.

Alternative accommodation and loss of rent

If your home is not fit to live in due to loss or damage covered under this Section, we will pay the cost, up to the amount shown on your Home Policy Schedule, for:

y Temporary accommodation for you, your family and your pets while your home is being repaired

y Any ground rent you normally have to pay and the amount of rent you would have received if your home is let

y Any costs you agree without our written permission

y Any costs that become payable once your home is habitable or becomes fit to live in again

y Any costs associated with keeping livestock

Emergency Access

We will pay, up to the amount shown on your Home Policy Schedule, if the fire, police or ambulance services damage your buildings when forcing entry to your home due to an emergency.




Frost damage to plumbing installation

We will pay for damage to any part of the pipes and plumbing inside your home caused by freezing.

Loss or damage:

y To plumbing that is outside or in a garage or outbuilding

y Due to rust, corrosion or wear and tear

y To the fixed domestic water or central heating unit itself for any reason other than freezing

y Occurring while your home is unfurnished or unoccupied

IMPORTANT



Property owner’s liability

We will pay, up to the limit shown on your Home Policy Schedule, in any one period of insurance:

y For sums you or your family legally have to pay, as owners of your home, for causing accidental death of or bodily injury to any person

y For accidental loss of or damage to property which happened during that period of insurance or which arise under Section 3 of the Defective Premises Act 1972 or Section 5 of the Defective Premises (Northern Ireland) Order 1975

y Death or bodily injury of you, your family and anyone else permanently residing with you including your domestic staff

y Damage to property belonging to or in possession of you, your family and anyone else permanently residing with you including your domestic staff

y Any liability arising from any profession, business or employment or from any agreement unless you would have had that liability anyway

y Any liability due to you owning or using a lift or any vehicle



Defective Premises Act 1972:

Section 3 of this act states that having sold a property, you are not relieved of any legal responsibility arising from work you may have carried out on any building that you owned.

Cover provided under Property owner’s liability, relating to Defective Premises Act will continue for seven years from the date that this policy was cancelled, provided no other policy covers the liability, if you cancel this policy when you sell your home.

Accidental breakage & Accidental damage to Buildings

Accidental breakage and Accidental damage covers are only included if shown on your Home Policy Schedule.


(I) Accidental Breakage of glass and sanitary ware

We will pay for the accidental breakage of:

y Fixed glass in windows, doors, fan lights, skylights and solar panels

y Sanitary fixtures such as washbasins, sinks, toilets, shower trays, shower screens, baths and bidets

y Ceramic hobs which form part of fitted kitchen units

Loss or damage:

y To window frames, solar panel frames, door frames or casement

y To stained glass windows

(II) Buildings Accidental Damage

We will pay for accidental damage to your buildings.


y By moths, birds, fungus, insects, pests or vermin

y Due to faulty design, workmanship or materials

y By water entering the home other than by storm or flood

y Due to frost, weather or atmospheric conditions

cont...



The following exclusions apply to Accidental breakage (I) and Accidental damage (II):

We will not pay for damage caused:

y As a result of alterations or extensions to the buildings or by demolition

y By any paying guest or tenant

y By chewing, scratching, tearing or fouling by domestic pets

y By wear and tear or anything that happens gradually over time

y While your house is unfurnished or unoccupied

IMPORTANT

Any claims dealt with under Accidental breakage (I) and Accidental damage (II) will be subject to an excess. Excess details are shown on your Home Policy Schedule.

Limits for Extra buildings cover apply to Accidental breakage (I) and Accidental damage (II). Please see your Home Policy Schedule for details of ‘Cover and Limits’. For example if you claim for Accidental damage to locks, the locks limit will apply.(II).


(II) Buildings Accidental Damage (cont.) y By cleaning, repairing, changing or restoring

y By electrical or mechanical breakdown or failure

y By subsidence, heave, landslip, movement, settlement or shrinkage

y By the action or the reaction of chemicals with any materials forming part of the buildings

Any cost of:

y Maintenance and normal re-decoration costs

y Loss or damage which is excluded under the Buildings section



Basis for settling buildings claims

Your responsibilities

It is important that you read the General Conditions and General Exceptions which apply to the whole policy and the individual exclusions under Buildings.

You must pay the excess shown on your Home Policy Schedule for any claim under Section 1, Buildings.

IMPORTANT

Please refer to your Home Policy Schedule as more than one excess may apply for a claim under the Buildings section of your policy:

y Compulsory Buildings Excess. This excess applies for all Buildings claims unless replaced by the Claims Cause Excess

y Claims Cause Excess. In the event that the claim was caused by one of the Claims Causes listed on your Home Policy Schedule, we will charge the greater of the Compulsory Excess or the Claims Cause Excess. For example there is a Claims Cause Excess for subsidence

y Voluntary Excess. This is the excess you chose to include when arranging cover. You must add any Voluntary Excess you have chosen to the Compulsory Excess (or Claims Cause Excess) and any Additional Excess (if applicable) and pay the total, before we will deal with your claim

y Additional Excess. We may apply an Additional Excess to reflect any change in risk that we agree to insure. If we impose an Additional Excess, we will confirm this beforehand and it will be shown on your Home Policy Schedule under Extra Conditions (endorsements)

Where the item is insured under the Buildings and Contents sections of your policy, the section(s) under which your claim will be settled will be based on the overall nature your claim. If the overall nature of your claim is both Buildings and Contents, then the higher excess will always apply.



How we will settle your claim

We will pay the cost of rebuilding, repairing or replacing any damaged part of your buildings covered under this policy up to the sum insured shown on your Home Policy Schedule.

We will decide how to settle your claim and will not deduct any amount for wear and tear as long as the sum insured you provided will cover the rebuild cost, your buildings were in a good state of repair when the damage happened and as long as the rebuild, repair or replacement is done immediately.

If we decide not to rebuild or repair the damage to your buildings, we will instead either pay the amount by which the property has reduced in value because of the damage, or the estimated cost of repair, whichever is less.

We will treat an individual item from a matching set of items or suite of fittings, sanitary fittings or other bathroom fittings as a single item. Please see the ‘Important’ box below for details of ‘Matching items’ settlements.

If you fail to notify us of corrections or changes to the details on your Home Proposal Confirmation/ Home Renewal Confirmation, we may decide to proportionally reduce the claims settlement or even refuse to pay your claim at all.

IMPORTANT

Matching items:

We will treat an individual item from a matching set of items or suite of fittings, sanitary fittings or other bathroom fittings as a single item.

For example, we will replace or repair a damaged kitchen cupboard only and not the whole kitchen unless it has also been damaged in the same event.

We will pay for an item that is lost or damaged but not for the other pieces of the set or suite which are not damaged or lost.

If a floor covering is damaged beyond repair we will only pay to have the damaged floor covering replaced. We will not pay for undamaged floor covering in adjoining rooms.



Our responsibilities

We will not pay for any loss of market value to your home as a result of rebuilding, repairing or replacing any damaged part of your buildings due to an incident covered under this policy.

We will not reduce the sum insured following a claim, providing all rebuild, repair and replacement work has been completed.

We will not pay any extra cost to change, extend or improve your buildings in any way, if being rebuilt.

Liability under buildings is limited to the maximum amount shown on your Home Policy Schedule for each period of insurance no matter how many claims are made.

Inflation protection

You must ensure that the rebuild cost you provided at the outset is adequate to cover your buildings and inform us of any changes that affect this (see ‘Keeping your policy up to date’). To help protect the rebuild cost from the effects of inflation, the amount will be increased in line with the House Rebuilding Cost Index of the Royal Institute of Chartered Surveyors, or any other suitable index when your renewal premium is calculated.


Section 2: Contents

The Contents section only applies when shown on your Home Policy Schedule and provides cover for loss or damage to contents kept in your home for the Causes and Extra contents cover listed below. Please check your Home Policy Schedule for details of the Contents excess that applies.

Causes covered under Contents


1 Fire, lightning, explosion or earthquake

Loss or damage caused by tobacco burns, scorching, melting, warping, or other forms of heat distortion unless accompanied by flames.

2 Smoke Loss or damage caused:

y By smog, air pollution, volcanic ash, agricultural or industrial work

y By wear and tear or damage that happens gradually over time

3 Riot, civil commotion, labour disputes or political disturbance

4 Collision involving any vehicle, aircraft including flying objects and anything falling from them, or involving animals

Loss or damage caused by pets, insects, birds, pests or vermin.

5 Falling trees or branches Loss or damage to the trees or branches themselves.

6 Falling television and radio aerials (including satellite dishes), their fittings and masts

Loss or damage to the aerials, fittings, satellite dishes and masts themselves. Damage to the items themselves may be covered under Accidental Damage I, Audio visual equipment.

7 Storm or Flood Loss or damage caused:

y By frost

y To radio or television aerials or satellite dishes

cont...


Section 2: Contents (cont.)

8 Theft or attempted theft Loss or damage to money or loss or damage:



y To contents in your garage, shed or outbuildings or kept in the open on the land your home stands on


IMPORTANT

Please check the Claims Cause Excess for Theft on your Home Policy Schedule.


7 Storm or Flood (cont.) y By rising ground water levels

y Due to the weight of snow or ice accumulating on the roof of your home

y By a flood for which an Environment Agency or SEPA flood alert or warning had been announced before your policy started

IMPORTANT

Please check the Claims Cause Excess for Flood on your Home Policy Schedule.




9 Vandalism or malicious acts Loss or damage:




y Due to a computer virus


10 Water escaping from:

y Any fixed water tanks

y Water pipes

y Fixed central heating unit

y Any domestic appliance


y By water overflowing from wash basins, sinks, bidets, showers and baths as a result of the taps being left on

y By faulty, failed or inadequate grout or sealant

y By water escaping from external pipes that are above ground or from pipes or plumbing that are not properly lagged


IMPORTANT






11 Oil escaping from:

y Any fixed central heating oil tank

y Any domestic heating appliance

While your home is unfurnished or unoccupied.

12 Subsidence or heave of the site on which your home stands, or landslip


y By normal settlement, consolidation, compaction or shrinkage

y By thermal movement

y By coastal or river erosion

y By demolition or structural changes or repairs to your home

y Due to faulty materials, workmanship or design

y By recurring damage if you were aware of previous subsidence, heave or landslip, unless we agreed cover on that basis

Extra contents cover

Extra contents cover extends your policy to the additional cover listed below for loss or damage due to Causes covered under Section 2 - Contents.


Loss of metered water and oil

We will pay up to the amount shown in your Home Policy Schedule the cost for a loss of metered water or domestic heating oil following accidental damage to pipes and equipment which provide services to your home.

Loss or damage that occurs while your home is unfurnished or unoccupied.




Money

We will pay for loss or damage to money in your home up to the limit shown in your Home Policy Schedule.

(I) Theft:

Unless force or violence has been used to enter or exit your home.

(II) Loss or damage:

To money in your garage, shed, garden or outbuildings. While your home or any part of it is lent or let unless violence has been used to enter or exit your home.

(III) Loss or theft:

y If you or your family have not notified the police within 24 hours of identifying the loss and obtained a Crime Reference Number or Loss Report Number


Locks and keys

We will pay up to the amount shown on your Home Policy Schedule for replacing and installing locks and keys on the external doors of your home if the keys are lost or stolen.

Theft or loss of keys, or to repair locks on the external doors of your home, if you hold a separate Buildings policy covering theft or loss of keys.

Alternative accommodation

If your home is not fit to live in following loss or damage to contents, for which we will pay a claim under this section, we will pay, up to the amount shown on your Home Policy Schedule, for:

y Temporary accommodation for you, your family and your pets while your home is being repaired, or

y f you are in rented accommodation, any rent which you remain legally responsible to pay as a tenant

y The temporary storage of your contents if they are at risk

y Any costs you agree without our written permission

y Any costs that become payable once your home is habitable or becomes fit to live in again

y For any person who is not a member of your family

y Any costs associated with keeping livestock




Freezer food

We will pay, up to the limit shown on your Home Policy Schedule, for loss or damage to food in a freezer in your home following a sudden rise or fall in temperature or contamination by refrigerant or refrigerant fumes.

Loss or damage:

y Due to the plug being accidentally removed or the appliance switched off in error

y Following any supply outage planned by your electricity provider including industrial action by its employees

y Due to any process of cleaning repair or alteration

y If the refrigeration unit of the appliance is over 10 years old

y To food held for business purposes

y Due to pets, insects, birds, pests or vermin


Specified items

A specified item is any high risk item, whether a single item or part of a collection, that exceeds the ‘Unspecified item limit’ and must be shown on your Home Policy Schedule.

Please contact us if any high risk items exceed the ‘Unspecified item limit’ but are not shown on your Home Policy Schedule.


Specified Items

We will pay for loss or damage by Causes covered under Contents to specified items.

We will not pay:

y More than the ‘Unspecified item limit’ for any item or collection not mentioned on your Home Policy Schedule

cont...



IMPORTANT

Collections: If you wish to insure a collection, for example a stamp or coin collection, it must be shown as a specified item on your Home Policy Schedule if its total value exceeds the ‘Unspecified item limit’.

Unspecified item limit: This limit appears on your Home Policy Schedule below the ‘Specified Items and Pedal Cycles’ table. All high risk items above this value must be shown on your latest Home Policy Schedule. If they are not shown on your Home Policy Schedule, we will not pay more than the ‘Unspecified item limit’ for them in the event of a claim.

Total high risk items limit: We will not pay more than the ‘Total high risk items limit’ on your Home Policy Schedule for all your high risk items, specified and unspecified.

Cover away from the home

Please refer to Section 3, ‘Cover away from your home’.

Inflation

The value of specified items often changes independently of inflation. Such changes in value are not reflected by the indices used for index linking. We do not index link the value of your specified items. You must take care to ensure that they are insured for the correct amounts at all times.


Specified Items (cont.) y More than the value noted for each item in ‘Specified Items and Pedal Cycles’ table on your Home Policy Schedule

y For accidental damage to specified items unless Accidental damage (I), (II) and (III) are shown on your Home Policy Schedule



Liability (I), (II) & (III)

Liability cover is only included if shown on your Home Policy Schedule.


We will pay damages, including any associated defence costs and expenses incurred with our written consent, up to the amount stated on your Home Policy Schedule in any one period of insurance, for sums which you or your family become legally responsible for:

(I) For liability to the public as occupier (but not owner) of your home and (II) For liability to the public as a private individual while in or away from your home

As a result of an accident occurring during the period of insurance, within the territorial limits, causing:

y Death, disease, illness or physical injury to anyone other than you or your family, or anyone else permanently residing with you, including your domestic staff

y Damage to physical property other than property belonging to, or in the custody or control of, you, your family or anyone else permanently residing with you, including your domestic staff

Any liability:

y For death of or bodily injury to you or your family or anyone else permanently residing with you including your domestic staff

y Resulting from you or your family owning or occupying any land or building, other than your home, unless covered under (III)

y Resulting from you or your family owning or using: a) Motorised vehicles b) Caravan while being towed c) Watercraft, hovercraft or aircraft

y Resulting from you or your family’s employment, trade or business profession

y Resulting directly or indirectly from you or your family being treated for or passing on any disease or virus

y Resulting from any living creature, other than domestic cats and dogs for which you, your family are legally responsible, but not any dog described in Section 1 of the Dangerous Dogs Act 1991 or Article 3 of the Dangerous Dogs (Northern Ireland) Order 1991 or any subsequent legislation

cont...



(III) For liability as tenant of your home

As a result of damage to landlord’s fixtures and fittings, occurring in this period of insurance, due to Causes covered under Section 1, Buildings 6, 7, 8, 10 and 11 or covered under Accidental damage (II) Mirrors or glass.

y Resulting from you or your family’s participation in any sporting activity including racing, hunting and polo

y Resulting from the use of firearms or any other weapon

y Resulting directly or indirectly from an assault or alleged assault

y Resulting from the use of any passenger lift you own or are responsible for maintaining

y Under an agreement or contract, unless you or your family would have been liable anyway

y For damages, legal or other costs awarded by any court, tribunal or other body with no jurisdiction in Great Britain and Northern Ireland

y Arising from The Party Wall etc Act 1996

y For fines, penalties or liquidated damages or aggravated, punitive or exemplary damages or any damages resulting from multiplying compensatory damages

y Any damage excluded under Causes covered under Contents

We will not pay for:

y The cost of maintenance and normal decoration of your home

y Damages or costs for any other reason excluded under liability to the public as occupier of your home



Accidental damage (I), (II) & (III)

Accidental damage cover is only included if shown on your Home Policy Schedule.


(I) Audio visual equipment

We will pay for accidental damage to television sets, DVD players and other audio visual equipment and personal computers in your home.

a. Loss or damage:

y To records, discs, tapes or cassettes, games consoles, radio transmitters, hearing aids, cameras, video cameras, video recorders, mobile phones, software or downloaded content

y For dismantling, adjustment or repair to any machine, or its misuse or failure to use in line with the manufacturer’s instructions

y We will not pay for accidental damage to mobile phones, laptops, tablets and notebooks unless ‘Accidental damage (III) Contents’ appears on your Home Policy Schedule

(II) Mirrors or glass

We will pay for accidental breakage of mirrors, fixed glass in furniture, pictures or ornaments, plate glass tops to furniture and ceramic hobs, in your home.

(III) Contents

We will pay for accidental damage to contents in your home.

Loss or damage:

y To food, drink, plants, corneal or contact lenses, money, securities, pedal cycles and clothing including furs

y Caused by over-winding of or to the inside of watches and clocks



The following exclusions apply to Accidental damage (I) (II) and (III):

Accidental damage by liquid to mobile phones is not covered.

We will not pay for loss or damage:

y That happens due to exposure to sunlight or atmospheric conditions

y Due to normal settlement

y Due to cleaning, washing, dyeing, restoring, altering, maintaining, repairing or misusing the item

y Due to mildew, rust, corrosion, birds, insects, woodworm, pests or vermin

y Caused by wear and tear or damage that happens gradually over time

y Due to faulty design, plan, specification, materials or workmanship

y Due to electronic, electrical or mechanical breakdown or failure or computer viruses

y That occurs during household removal

y Caused by a paying guest or tenant

y Caused by chewing, scratching, tearing or fouling by any domestic pets


IMPORTANT

Any claims dealt with under Accidental damage (I) (II) and (III) will be subject to an excess. Excess details are shown on your Home Policy Schedule.

Limits for Extra contents cover apply to Accidental damage (I) (II) and (III). Please see your Home Policy Schedule for details of ‘Cover and Limits’. For example if you claim for Accidental damage to locks, the locks limit will apply.

Basis for settling contents claims

Your responsibilities

It is important that you read the General Conditions and General Exceptions which apply to the whole policy and the individual exclusions under Contents.



If you need to claim for loss or damage to certain items insured under Contents, including high risk items, we may require you to keep and provide evidence of the item’s value, such as a valuation or receipt dated prior to the item being placed on cover. We may also require further information such as photographs of the item, the box the item originally came in or its warranty certificate. Do not dispose of damaged items unless the item could cause harm and you have taken a photograph beforehand.

You must pay the excesses shown on your Home Policy Schedule for any Contents claim.

IMPORTANT

Please refer to your Home Policy Schedule as more than one excess may apply for a claim under the Contents section of your policy:

y Compulsory Contents Excess. This excess applies for all Contents claims unless replaced by the Claims Cause Excess

y Claims Cause Excess. In the event that the claim was caused by one of the Claims Causes listed on your Home Policy Schedule, we will charge the greater of the Compulsory Excess or the Claims Cause Excess. For example there is a Claims Cause Excess for escape of water

y Voluntary Excess. This is the excess you chose to include when arranging cover. You must add any Voluntary Excess you have chosen to the Compulsory Excess (or Claims Cause Excess) and any Additional Excess (if applicable) and pay the total, before we will deal with your claim

y Additional Excess. We may apply an Additional Excess to reflect any change in risk that we agree to insure. If we impose an Additional Excess, we will confirm this beforehand and it will be shown on your Home Policy Schedule under Extra Conditions (endorsements)

Where the item is insured under the Buildings and Contents sections of your policy, the section(s) under which your claim will be settled will be based on the overall nature of your claim. If the overall nature of your claim is both Buildings and Contents, then the higher excess will always apply.



How we will settle your claim

At our option we will either pay to repair the item, restore the item (for example use professional cleaners for a carpet spillage), pay the cost of repairing it, replace the item as new, or make a payment up to the amount we could repair, restore or replace the item for after deducting any discount we would have received from our own suppliers.

The maximum amount we will pay in relation to any one Contents section claim is the Contents Total noted on your Home Proposal Confirmation/ Home Renewal Confirmation, with the exception of any covers in the Contents section that are subject to a maximum limit.

We will not reduce the sum insured following a claim, providing all replacements and repairs have been completed.

We will deduct an amount for wear and tear for clothing (including crash helmets), towels, bed or table linen. Please see the ‘Important’ box below for details of ‘New for old’ settlements.

We will treat an individual item from a matching set of items or suite of furniture, carpets or matching tables and chairs as a single item. Please see the ‘Important’ box below for details of ‘Matching items’ settlements.

IMPORTANT

New for old: We will deduct an amount for wear and tear for clothing (including crash helmets), towels, bed or table linen. We will also deduct an amount for wear and tear for contents if the Contents total insured you provided is not adequate to cover the cost of replacing all your contents, or for any item that is not repaired or replaced immediately.

Matching items: We will treat an individual item from a matching set of items or suite of furniture, carpets or matching tables and chairs as a single item. For example we will replace or repair a damaged chair but not the whole suite of furniture.

We will pay for an item that is lost or damaged but not for the other pieces of the set or suite which are undamaged.

If we ask you to, you must give up the undamaged parts of the set or suite to us when the claim is settled.



If the contents sum insured you provided at the outset falls short of the actual cost of replacing all the contents in your home (including specified items and specified pedal cycles) it could affect your claim settlement.

If you fail to notify us of corrections or changes to the details on your Home Proposal Confirmation/Home Renewal Confirmation, we may decide to proportionally reduce the claims settlement or even refuse to pay your claim at all.

Our responsibilities

Limits under Liability (I) and (II) are shown on your Home Policy Schedule. These are the total limits for liability claims for each period of insurance no matter how many claims are made.

We will not pay more than £150 for any mobile phone claim or for any mobile phone charges or loss of airtime. Accidental damage by liquid to mobile phones is not covered.

IMPORTANT

High Risk Items: Any high risk item or collection exceeding the ‘Unspecified item limit’ must be shown on your Home Policy Schedule as a specified item.

We will not pay more than the ‘Unspecified item limit’ for any single high risk item or collection not shown on your Home Policy Schedule.

Please contact us if you need to add a specified item to your Home Policy Schedule.


You must ensure that the Contents Total amount that you provided at the outset is adequate to replace your contents as new and inform us of any changes that affect this (see ‘Keeping your policy up to date’). To help protect your contents from the effects of inflation, the Contents Total amount will be increased in line with the consumer durables section of the Retail Price Index, or any other suitable index when your renewal premium is calculated.


Section 3: Cover away from your home

This section is only available if you have purchased Contents cover and is only included in your policy if shown on your Home Policy Schedule.


We will pay for loss or damage anywhere within the territorial limits to you or your family’s:

(I) Personal possessions

y Up to the amount shown under ‘Personal possessions limit’ on your Home Policy Schedule

y The limit for money shown on your Home Policy Schedule also applies to Section 3, Cover away from your home

(II) Specified items

Specified items are only included if listed in the ‘Specified Items and Pedal Cycles’ table on your Home Policy Schedule as covered away from home and up to the individual amount shown for each item.

a. Loss or damage:

y To any personal possessions and high risk items lost or damaged in your home, its garage, shed or outbuildings or on the land that your home stands on

y To any high risk item exceeding the ‘Unspecified item limit’ unless it has been noted on your Home Policy Schedule as a specified item covered under Section 3

y To pedal cycles, plants or any living creature, corneal or contact lenses, lottery or raffle tickets, securities or documents, domestic appliances or any vehicle

y To any item used for business, trade, profession or employment purposes

y Loss or damage to remote controlled models or sporting equipment while in the course of play

y Caused by a motorised vehicle

y Due to faulty design, faulty plan, specification, materials or workmanship or for damage caused by over-winding of or to the inside of watches and clocks

y Due to computer viruses, accidental loss or mislaying or misfiling of computer records, by contamination of your computer equipment, or arising from the cost of remaking any film, disc or tape or the value of any information held on it

y To items not in the care, custody or control of you, or your family

y Caused by any living creature including pets

cont...


Section 3: Cover away from your home (cont.)


y Occurring at a storage facility or during household removal

y Falling outside relevant terms or conditions elsewhere in the policy booklet

b. Theft or attempted theft:

y From an unattended motor vehicle unless the items are hidden from view in the boot, concealed luggage compartment, or closed glove compartment, all windows are closed and all doors, including the boot, are locked. We will not pay more than £1000 for any theft from a motor vehicle or pay for any loss or damage already covered under another policy of insurance

y From a hotel room unless there has been a forced or violent entry

y By deception

c. Any loss of value or expenses in preparing a claim.

Basis for settling Cover away from your home claims

The way we settle claims under Section 3 ‘Cover away from your home’ will be the same as under Section 2 ‘Contents’ including the Compulsory Excess payable. Please refer to the ‘Basis for settling Contents claims’ for full details.

We will not pay more than £150 for any mobile phone claim, or for any mobile phone charges, or loss of airtime. Accidental damage by liquid to mobile phones is not covered.


Personal possessions and specified items are not index linked. It is important you check the personal possessions limit and the value for any specified items listed on your Home Policy Schedule to ensure you have enough cover.


Section 4: Pedal CyclesThis section is only available if you have purchased Contents cover and only included in your policy if shown on your Home Policy Schedule.


We will pay, up to the amount shown on your Home Policy Schedule, for loss or damage to you or your family’s:

(I) Unspecified Pedal Cycles

Any pedal cycle (and its accessories whilst attached) while it is away from your home, anywhere in the territorial limits, providing the pedal cycle does not exceed the ‘Unspecified cycle limit’ noted on your Home Policy Schedule.

(II) Specified Pedal Cycles

Any pedal cycle (and its accessories whilst attached) anywhere in the territorial limits that exceeds the ‘Unspecified cycle limit’ and has been listed in the ‘Specified Items and Pedal Cycles’ table on your Home Policy Schedule. Please check this table to confirm if your specified pedal cycle is covered away from home under Section 4, Pedal cycles.’

a. Loss or damage:

y To pedal cycles exceeding the total limit for pedal cycles noted on your Home Policy Schedule

y To tyres or accessories, unless the pedal cycle is stolen or damaged at the same time

y To GPS systems and other accessories that are not specifically for use with a pedal cycle

y To total accessories above a maximum 10% of the value of your pedal cycle

y While the pedal cycle is being used for racing, pace-making, or trials

y To mopeds or any mechanically propelled cycle

y To pedal cycles held or used for business purposes

y Due to faulty design, faulty plan, specification, materials or workmanship

y To items not in the care, custody or control of you, or your family

y Caused by any living creature including pets

y That occurs during household removal

b. Theft unless the pedal cycle is in a locked building or has been securely locked to an immovable object using a security device.

c. Any loss of value or expenses in preparing a claim.


Section 4: Pedal Cycles (cont.)

Basis for settling Pedal Cycle claims

The way we settle pedal cycle claims will be the same as under the Section 2, ‘Contents’, including the Compulsory Excess payable. Please refer to the ‘Basis for settling Contents claims’ for full details.


Pedal cycles are not index linked. It is important you check the value for any specified pedal cycles listed on your Home Policy Schedule to ensure you have enough cover.

IMPORTANT

Unspecified cycles are covered under Section 2, Contents, excluding theft from garages, sheds, outbuildings or the land your home stands on. Section 4, Pedal cycles extends cover away from your home.

Specified pedal cycles must be listed on your latest Home Policy Schedule to be covered in or away from your home. Specified pedal cycles over a certain value may require additional security. Please refer to Extra Conditions (endorsements) on your Home Policy Schedule


General Exceptions

We will not cover you or be liable for any of the following:

1. War and terrorism

Any loss, damage, cost or expense directly or indirectly caused by, resulting from or in connection with:

i. Any consequences of war, invasion or warlike operations (whether war be declared or not), revolution, rebellion, insurrection, military or usurped power.

ii. Any death, injury, or damage to property caused by or in the course of an act of terrorism.

An ‘act of terrorism’ means the use, or threat of use, of biological, chemical, radioactive and/or nuclear explosion, pollution or contamination by any person or group(s) of persons, acting alone or on behalf of, or in connection with, any organisation or government, committed for political, religious, ideological or similar purposes including the intention to influence any government and/or to put the public, or any section of the public, in fear.

2. Riot

Any accident, injury, loss or damage caused by riot or civil commotion outside the territorial limits.

3. Radioactivity

i. Property eligible for insurance by the relevant local Nuclear Insurance Pool and/or Association.

ii. Any loss, damage, expense, injury or legal liability directly or indirectly caused by or contributed to, by or arising from:

a. Ionising radiations or contamination by radioactivity from any nuclear fuel, or any nuclear waste from the combustion of nuclear fuel.

b. The radioactive, toxic, explosive or other hazardous or contaminating properties of any explosive nuclear installation, reactor or other nuclear assembly or nuclear component thereof.

c. Any weapon or device employing atomic or nuclear fission and/or fusion or other like reaction or radioactive force or matter.

d. The radioactive, toxic, explosive or other hazardous or contaminating properties of any radioactive matter.


General Exceptions (cont.)

4. Sonic bangs

All loss, damage, injury or legal liability directly or indirectly caused by pressure waves caused by aircraft or other flying object travelling at any speed.

5. Pollution or contamination

Any loss or damage due to contamination, pollution, soot, deposition, impairment with dust, chemical precipitation, adulteration, poisoning, impurity, epidemic and disease or due to any limitation or prevention of the use of objects because of hazards to health; unless as a direct consequence of:

i. One of the Causes covered under Buildings or Causes covered under Contents.

ii. Physical damage of the type insured by the original policy which occurred on the insured premises.

If a Cause not excluded from the policy arises directly from pollution and/or contamination any loss or damage arising directly from that Cause shall be covered.

6. Date change

We will not pay for loss or damage, consequential loss or legal liability directly or indirectly caused by or contributed to by or arising from any equipment, integrated circuit, computer chip, computer software and any other computer-related equipment which fails to recognise correctly any date change, process any date as the true or correct date, or fail to continue to function correctly beyond that date.

7. Electronic data and Computer virus

i. Any loss, damage, destruction, distortion, erasure, corruption or alteration of electronic data from any cause whatsoever (including but not limited to computer virus) or loss of use, reduction in functionality, cost, expense of whatsoever nature as a result, regardless of any other cause or event contributing concurrently or in any other sequence to the loss.

Electronic data means facts, concepts and information converted to a form useable for communications, interpretation or processing by electronic and electromechanical data processing or electronically controlled equipment and includes programmes, software and other coded instructions for the processing and manipulation of data or the direction and manipulation of such equipment.



ii. We will not pay for any loss or corruption of computer software or data caused by computer viruses, malfunction, or user error.

Computer virus means a set of corrupting, harmful or otherwise unauthorised instructions or code including a set of maliciously introduced unauthorised instructions or code, programmatic or otherwise, that propagate themselves through a computer system or network of whatsoever nature and includes but is not limited to ‘Trojan Horses’, ‘worms’ and ‘time or logic bombs’.

In the event that fire or explosion results from any of the matters described in paragraph (I) above, this policy will cover physical damage to property insured under Section 1, Buildings and Section 2, Contents.

8. Depreciation

Any loss or reduction in market value after the repair or replacement of damaged items.

9. Loss of tone

Any loss or damage to musical instruments due to a loss of tone, breakage of strings or breakage of drum skins.

10. Gradual causes

Any loss or damage caused by anything that happens gradually including wear and tear, wet and dry rot, damage due to exposure to sunlight or atmospheric conditions, due to normal settlement, or any due to mildew, rust, corrosion, birds, insects, woodworm, pests or vermin.

11. Existing damage

Any loss, damage, injury or liability as a result of an event which happened before this policy commenced.

12. Deliberate act

Any liability that arises, loss or damage caused, or allowed to be caused, deliberately, wilfully, maliciously, illegally or unlawfully or by any criminal act by you or any member of your family, paying guest or tenant, or anyone lawfully in your home.



13. Indirect loss

Any losses not directly associated with the incident that caused you to claim, such as costs incurred in preparing your claim, fees, travel costs, loss of earnings and compensation, unless expressly stated in this policy.

14. Confiscation

Any loss, damage or liability due to the confiscation of your property by the authorities.

15. Commercial use

Any loss, damage or liability arising from commercial use of your property.

16. Other insurance

Any loss, damage or liability which is covered under another policy of insurance.

17. Solar flare

Any loss, damage, injury or liability as a result of or attributable to a solar storm or flare.

18. Agreements

Any liability you have under an agreement unless you would have had the liability even if the agreement did not exist.

19. Deception

Any loss by deception, unless the deception is used to gain entry to your home.

20. Processes

Any loss or damage caused by mechanical breakdown or due to the process of repair or restoration, cleaning, washing, dyeing, altering, maintaining, or misusing the item.


General Conditions

1. Your duty to us

You will be provided with the cover set out in this policy if:

y You or anyone else claiming cover under this policy has kept to all the terms and conditions of the policy

y The information you gave at the start of your policy or renewal (confirmed to you in the Home Proposal Confirmation/Home Renewal Confirmation and Home Policy Schedule) or when registering a claim is true and complete

2. Claims procedure

If you or your family are involved in any type of claim or loss, you must tell us about the incident within 48 hours of discovery.

You must:

y Give us all the information about the claim that we need, including a Crime Reference Number or Loss Report Number if appropriate. Failure to do so could result in you not being able to claim under this policy

y Send any writ, summons or letters received in connection with any claim, accident or loss to us as soon as you receive them

y Tell us at once if you receive any notice of prosecution, inquest or fatal enquiry

y Tell the police within 24 hours of discovery if you suspect a loss involves theft, malicious damage or riot

y Co-operate with us fully, providing such assistance and additional information as may be required

y Help us take legal action or defend any legal action if we ask you to

You must not:

y Admit that the incident was your fault

y Attempt to negotiate the settlement of the claim unless we have given you our permission in writing

y Incur any costs without our agreement before any work commences


General Conditions (cont.)

y Throw away, get rid of or destroy any items that are damaged until we agree and you have taken a photograph beforehand

y You must not abandon your property to us

We are entitled to:

y Conduct the defence or settlement of any claim on your behalf

y Enter your home if necessary to salvage anything we can and to make sure no further damage occurs

y Take legal action over any claim in your name or the name of any person insured on the policy for our own benefit

y Admit negligence for any accident or claim on your behalf

y Exchange information with other parties involved with the accident or claim

y Ask you to get estimates for building repairs or replacement items, appoint loss adjusters or other experts, inspect damage and arrange for repair or replacement

3. Care of your property

You and your family must maintain your property in a good state of repair and take care to prevent any accidents, loss, damage or injury. If a loss does occur you must take action to prevent further loss or damage, if it is safe to do so.

4. Cancelling your policy – whether you have one home on cover or more than one home on cover

Your Cancellation Rights

You may cancel this policy at any time by contacting us.

We will cancel your policy from the date you contact us, or from any later date you ask. You cannot cancel your policy from an earlier date.

Instruction to cancel all properties on cover can only be taken from a policyholder covered under this policy. We will only cancel all properties on cover once we have sent 7 days notice in writing to each policyholder’s last known address and no objection has been raised from any other policyholder.



Cancellation will incur administration charges that are payable to EUI Limited for the cost of arranging and handling your policy. Details of these charges are given in ‘Your Agreement with EUI Limited’, available on-line and included with your documents issued when your policy started and at renewal.

If you have made a claim or a claim has arisen during the period of insurance, your property’s part of the premium is due and no refund will be given, regardless of the payment method. If this policy has only one property on cover then the total premium is due and no refund will be given regardless of payment method.

If you have more than one property on cover then you would have received a discount on your overall premium. If any property is removed from the policy, the entitlement to a discount is lost. Consequently the premium will be adjusted for each property.

If you cancel your policy within 14 days from the receipt of your welcome letter or email, you will receive a full refund minus an administration charge.

Should you cancel outside the 14 days, you will be charged on a daily pro rata basis for the time you have had on cover, plus an administration charge. We will refund any remaining premium.

If there is an outstanding premium, it must be paid within 10 days of your policy being cancelled. Where possible, we will apply for any outstanding amounts from the payment details held on file. Delayed payments will incur additional charges.

Our Cancellation Rights

We may cancel cover for one, more or all properties covered under this policy at any time by sending 7 days notice in writing to each policyholder’s last known address, if you:

y break any of the General Conditions of your cover

y ignore or fail to comply with ‘Keeping your policy up to date’ (page 16)

y fail to respond to written requests for further information or documentation

y misrepresent the information detailed on your Home Proposal/Home Renewal Confirmation

y harass or use abusive or threatening behaviour towards our staff



y behave in a manner that makes it inappropriate for us to continue your insurance

y due to non payment (we will give you 14 days notice in writing if we intend cancelling due to non payment of your monthly instalments, in order to give you time to resolve the matter)

If you have any questions on cancelling your policy, please call our Customer Services Department on 0871 882 8212. (Calls to 0871 numbers are charged at 8p per minute plus network extras). Or you can write to us at Admiral, Ty Admiral, David Street, Cardiff CF10 2AA.

5. Payment

The Administrator is responsible for all payments relating to the policy.

Unless you ask us to change your payment details, we will debit the payment details we have on file to collect any payment due on your policy.

If we are unable to collect any amount by the due date your policy will be cancelled in line with General Condition 4 as described in your policy terms and conditions.

We will not refund premium for changes made to your policy after a claim has been made.

Unless you contact us, we will automatically apply for your renewal premium from the payment details we have on file, shortly after your renewal date. This is to make sure there is no interruption in your insurance cover.

In the event of cancellation, if there is a refund due on your policy, we will credit the bank or card account used to pay for the majority of the policy premium.

IMPORTANT

Card payers must advise us immediately if the card is lost or stolen. We also need to know if the card account is closed or if the cardholder decides to cancel the authority.



6. Settling disagreements

If we have agreed to a claim, but there is a disagreement in the amount to be paid, the problem must be referred to the Quality Manager. If the matter remains in dispute the problem must be referred to the Financial Ombudsman Service.

7. Dual cover

If you are making a claim for loss, damage or liability covered under more than one section of this policy, the section(s) under which your claim will be settled will be based on the overall nature of your claim.

8. Changes in circumstances

You must tell us if any information detailed on your Home Proposal Confirmation/Home Renewal Confirmation and Home Policy Schedule has changed, as we may not be able to arrange cover in every case. If we are able to arrange cover:

y we will calculate any difference in premium from the date you were obliged to notify us (even if this happened in a previous period of insurance), or

y we will change the terms of our agreement to insure you, or

y we will amend the premium and alter the terms of our agreement to insure you

If we are not able to arrange cover, your policy will be cancelled.

You must tell us if the details on your Home Proposal Confirmation/Home Renewal Confirmation or Home Policy Schedule are incorrect. Failure to notify us of corrections or changes could mean we do not pay your claim, reduce the amount you are able to claim for or even result in your policy being declared void.


Please read in accordance with ‘Keeping your policy up to date’.



9. Fraud

If you or anyone acting for you recklessly or deliberately misrepresents information we require at any time during the policy that would impact either the terms and conditions or our ability to offer cover itself, your policy and all other policies to which you are connected through EUI Limited will be cancelled or voided. We will seek to recover any costs we have incurred and will not return any premium.

We will not pay a claim which is in any part fraudulent, false, exaggerated or if you or anyone acting for you makes a claim in a fraudulent or false way, or where we have been given any documents which are false or stolen. Your policy and all other policies to which you are connected through EUI Limited will be cancelled or voided. We will seek to recover any costs that have been incurred and will not return any premium.

10. Instructions

For your benefit and to ensure an efficient administration process, it is our policy to deal with your spouse, partner or parent and any other person who is named on your policy. If you would like someone else to deal with your policy on your behalf on a regular basis please let us know.

If you need to make a claim, to ensure an efficient and speedy claim process we will take instruction from you or any other person provided they are named on your policy. If you would like someone else to deal with your claim on your behalf please let us know. In the event of a change to your policy or should we be required to reissue documentation, we may apply an administration charge, noted on your ‘Your Agreement with EUI Limited’ document.


Extra Conditions (endorsements)

Depending on the risk you are asking us to insure, we may decide to apply Extra Conditions (endorsements) to your policy.

Extra Conditions (endorsements) change the normal terms or conditions of your policy, reducing or extending your cover and possibly changing the excess you would have to pay in the event of a claim. If you do not comply with these requirements then it may affect the amount we pay you if you need to make a claim or, in some cases, may make your cover invalid.

If Extra Conditions (endorsements) apply to your policy, we will tell you about them beforehand and the details will be listed on your Home Policy Schedule.

For example, we may decide that a minimum standard of security is required for your home for theft cover to be valid or alter your cover whilst building work is being carried out on your home. An additional excess may be applied.

IMPORTANT

Please refer to your Home Policy Schedule to check if which Extra Conditions (endorsements) apply to your policy.

It is important that you tell us of any changes to the risk that we are insuring so that we can assess if any Extra Conditions (endorsements) are required. Please refer to the ‘Keeping your policy up to date’ section in this booklet.

Endorsement 001: Minimum security requirements

Please note: your Home Policy Schedule will show whether this endorsement applies to your policy and to which section.

There is no cover for loss or damage by theft or attempted theft from your home unless:

a. All easily accessible windows, skylights or other openings are fitted with key operated locks.


Extra Conditions (endorsements) (cont.)

b. External doors including access doors from garages are secured by either:

y A lock certified to British Standard BS3621 (flats and maisonettes above the ground floor may be fitted with a lock certified to British Standard BS8621 instead)

y A multi point locking system with a minimum of three locking points. (Doors fitted from 2011 should comply with PAS3621, or for flats or maisonettes above ground level PAS8621)

c. External sliding doors (e.g. Patio doors) are fitted with an anti lift device and either:

y A multi point locking system with a minimum of three locking points

y Any key operated lock plus two internal key operated patio door locks or key locking bolts at the top and bottom

d. External double doors (e.g. French doors) are secured as follows:

The first closing (inactive) door is secured both at the top and bottom with either:

y Key operated security bolts

y Flush bolts fitted on the door edge and concealed when the doors are closed


The second closing (active) door is secured with either:

y A lock certified to British Standard BS3621


y A key operated lock plus key operated security bolts at the top and bottom

e. Garages and outbuildings are fitted with a key operated lock or locking device.

f. When you go to bed, all the window and door locks and bolts fitted to your home, other than for windows in occupied bedrooms, are put into effective operation and keys removed and placed out of sight or reach of a potential intruder. (For safety reasons keys should be accessible to the occupants so that the property can be exited in an emergency).

g. Whenever your home is left unattended, all the security devices fitted to your home are put into effective operation. You must also remove all keys from locks and place them out of sight or reach of a potential intruder.


Comments and complaints

At Admiral, we are committed to providing the best possible service. However, we understand there may be times when we do not meet your expectations. We want you to let us know straight away if you are unhappy. We will always do our best to resolve any complaint fairly.

How to make a complaint

We understand that making a complaint can be stressful in itself. That’s why we want you to be able to complain in any way you choose.

Complaint about your policy

Quality Manager, Admiral, Ty Admiral, David Street, Cardiff CF10 2AA.

Tel: 0330 333 5888 Email: [email protected] Fax: 0330 333 5886

Complaint about your claim

Claims Quality Manager, Admiral Claims Department, Ty Admiral, David Street, Cardiff CF10 2AA.

Tel: 0330 333 5887 Email: [email protected] Fax: 0333 222 5770

Whichever method you choose, a member of staff fully trained in complaint handling will deal with your complaint.


Comments and complaints (cont.)

How to escalate your complaint

If we have given you our final response and you are still unhappy, or more than 8 weeks have passed since we received your original complaint, you may refer your complaint to the Financial Ombudsman Service (FOS). Their details are as follows:

The Financial Ombudsman Service, Exchange Tower, London E14 9SR

Tel: 0800 0 234 567 free for people phoning from a ‘fixed line’ (eg. a landline at home).

Or: 0300 123 9 123 free for mobile phone users who pay a monthly charge for calls to numbers starting 01 or 02.

Email: [email protected]

For more information about how we handle complaints, please call us and ask for a copy of ‘Our Guide to Handling Your Complaint’.


Privacy and Security Statement

Your Privacy and Security

1. Introduction

This Privacy Statement will help you understand how we collect, use and protect your personal information when you interact with us. Please take a few moments to read the sections below and learn how we may use your personal information. You should also show this notice to anyone else who may be insured to drive under your policy. You acknowledge that by providing your personal information to us, you consent in its processing in accordance with this Privacy Statement. We are unable to offer you any insurance product unless you provide explicit consent for the collection and use of such sensitive data as defined in the Data Protection Act 1998.

2. Collecting Information

Personal

When providing information about others who may be insured you confirm that you have the consent of these individuals to supply their personal information.

We will collect your personal information when:

y You ask for a quote

y You purchase our products and services

y You make customer enquiries

y You register for information or other services

y You register a claim

y You respond to communications or surveys

The type of personal information we may collect could include:

y Name and address, date of birth and gender

y Telephone numbers and email address

y Credit/debit card details

y Lifestyle and other information

We may also collect information defined as “sensitive data” within the Data Protection Act 1998. This includes:

y Medical history

y Claims history

y Criminal convictions etc.

We may also monitor or record calls, emails, SMS messages or other communications in accordance with UK law, and in particular for:

y Business purposes such as quality control and training

y Processing necessary for entering into or performance of a contract

y Prevention of unauthorised use of our telecommunication systems and websites

y Ensuring effective systems operation

y Meeting any legal obligation

y Protecting your vital interests


Privacy and Security Statement (cont.)

y Prevention or detection of crime

y For the legitimate interests of the data controller

Please visit www.ico.gov.uk for further information.

All personal information will be held in the strictest confidence and used only for the purposes for which we collect it. If you would like us to remove any personal information from our records, then please write to us at our Customer Services Department, Ty Admiral, David Street, Cardiff CF10 2AA. We will make all reasonable efforts to delete your information from our files if it is deemed appropriate.

Non-personal information collected online

Cookies

If you would like information regarding cookies or our use of them, please read our online Cookie policy at Admiral.com

3. How your information will be used

General

We will use your information for:

y Processing your quotes

y Administering your policy including claims handling

y Fraud prevention and detection

y Credit scoring or other automated decision-making systems

y Administering debt recoveries

y Verifying your identity when required

y Undertaking market research and statistical purposes

y Keeping you informed about promotions and new developments by email, telephone or post

Dealing with Other People

Policy Administration (with the exception of General Condition 4 - Cancellation).

It is our policy to deal with your spouse, partner or parent and any other person who is named on your policy. If you would like someone else to deal with your policy on your behalf on a regular basis please let us know.

Claim Process

To ensure an efficient and speedy claim process we will take instruction from you or any other person provided they are named on the policy. If you would like someone else to deal with your claim on your behalf please let us know.

If you give us information about another person, in doing so you confirm that they have given you permission to provide it to us to be able to process their personal data (including any sensitive personal data) and also that you have told them who we are and what we will use their data for, as set out in this Statement.



Marketing

EUI Limited will contact you from time to time by telephone, post, email or SMS to keep you informed with news, products or services, including but not limited to car Insurance (e.g. other automotive or financial products, or other carefully selected offers or promotions which we feel may be of interest to you). If you have visited our site and have selected to view a quote, we may contact you, by telephone or other means, to discuss your quote and the cover options available to you.

Other carefully selected companies may also contact you by post. If you have opted in to receive emails, SMS or telephone calls from other selected companies, you may also be contacted about other products that we believe may be of interest to you by these contact methods.

If you do not want your personal information to be used this way, please check https://secure.admiral.com/optOut/optOut.php or write to the Marketing Department, EUI Limited, Ty Admiral, David Street, Cardiff CF10 2AA, who will ensure that your information is not used for these purposes.

At renewal

In order to offer you continuous cover on your policy, EUI Limited will arrange for your policy to be automatically renewed. You should be aware that we can only guarantee automatic renewal when:

y You have made us aware of any changes to your policy details

y The credit/debit card details have not changed

y The credit/debit card holder has given their explicit consent to his or her card being charged at renewal

Unless we hear to the contrary, at renewal EUI Limited is entitled to assume that your details have not changed and you have the consent of the card holder.

If you wish to make changes to your policy then, unless you inform us otherwise, EUI Limited will charge the payment details (card or bank account) held on record for any additional amount due.

You may inform us of any changes or opt out of automatic renewal at any time by contacting our Customer Service department. We will also contact you with a reminder that your insurance is due for renewal.

4. Confidentiality

We will endeavour to treat your personal information as private and confidential.

We would like to bring to your attention our obligations to disclose information in the following four exceptional cases permitted by law, and the other situations set out below. These are:



y Where we are legally compelled to do so

y Where there is a duty to the public to disclose

y Where disclosure is required to protect our interest

y Where disclosure is made at your request or with your consent

Also, from time to time we will employ agents and subcontractors to process your personal information on our behalf. The same duty of confidentiality and security will apply to them and all processing will be carried out under our instruction.

If you make a complaint about the service we have provided, we may be obliged to forward details about your complaint, including your personal information, to the relevant ombudsman. You can be assured that they are similarly obliged to adhere to the Data Protection Act and keep your personal information strictly confidential. In the unfortunate event that you have to make a claim then we will need to disclose information with any other party involved in that claim. This may include:

y Third parties involved with the claim, their insurer, solicitor or representative

y Medical teams, the police or other investigators

Credit Reference

When you apply to us to open an account, we make a number of checks to assess your application for credit and verifying identities to prevent and detect crime and money laundering. To obtain this information, we will check the following records about you and anyone else who may also be insured and whose personal details have been provided as part of the insurance application.

y Our own records

y Credit Reference Agency (CRA) records. When we search these records CRAs will place a search footprint on your credit file that may be seen by other lenders. They supply us with both public (including the electoral register), and shared credit and fraud prevention information

y Fraud Prevention Agency (FPA) Records

We make searches about you at credit reference agencies who will supply us with information, including the Electoral Register and credit information. The agencies will record details of the search whether or not your application proceeds. The searches will not be seen or used by lenders to assess your ability to obtain credit. We may use scoring methods to assess this application and to verify your identity. Credit searches and other information which is provided to us and/or the credit reference agencies, about you and those with whom you are linked



financially, may be used by EUI Limited and other companies if you, or other members of your household, apply for other facilities including insurance applications and claims. This information may also be used for debt tracing and the prevention of money laundering as well as the management of your account. Alternatively, we may ask you to provide physical forms of identification.

We may also make periodic searches at CRAs and FPAs to manage your account with us.

Information on applications will be sent to and recorded by CRAs. When you borrow from us, we will give details of your account(s) and how you manage it/them to CRAs. If you borrow and do not repay in full and on time, CRAs will record the outstanding debt. This information may be supplied to other organisations by CRAs and FPAs to perform similar checks, and to trace your whereabouts and recover debts that you owe. Records remain on file for six years after they are closed, whether settled by you or defaulted.

If you give us false or inaccurate information and we suspect or identify fraud, we will record it and may also pass this information to FPAs and other organisations involved in crime and fraud prevention.

If you borrow from us and do not make payments that you owe us, we will trace your whereabouts and recover debts.

Your data may also be used for other purposes for which you give your specific permission or, in very limited circumstances, when required by law or where permitted under the terms of the Data Protection Act 1998.

How to Find Out More

This is a condensed guide to the use of your personal information. If you would like to read the full details of how your data may be used please phone our Customer Services Department on 0871 882 8212 (Calls to 0871 numbers are charged at 8p per minute plus network extras), or write to us at Pricing Department, Floor 6, Ty Admiral, David Street, Cardiff CF10 2AA.

You can contact the CRAs currently operating in the UK; the information they hold may not be the same so it is worth contacting them all. They will charge you a small statutory charge.

Call Credit, Consumer Services Team, PO Box 491, Leeds, LS3 1WZ or call 0870 060 1414 or log on to www.callcredit.co.uk.

Equifax, Credit File Advice Centre, PO Box 1140, Bradford, BD1 5US or call 0844 335 0550 or log on to www.equifax.co.uk.



Experian, Consumer Help Service, PO Box 8000, Nottingham, NG80 7WF or call 0844 481 8000 or log on to www.experian.co.uk.

Please contact us on 0800 052 3144 if you want to receive details of the relevant fraud prevention agencies.

If necessary we may also have to investigate your claims and convictions history in the course of administering the claim. You can be assured that we will keep such investigations strictly confidential.

Insurers pass information to the Claims Underwriting and Exchange Register, run by Insurance Database Services (IDS) and the Motor Insurance Anti-Fraud and Theft Register, run by the Association of British Insurers (ABI). This helps insurers check information and prevent fraudulent claims. When we deal with your request for insurance we may search these registers. Under the conditions of your policy, you must tell us about any incident (such as an accident or theft) which may give rise to a claim. When you tell us about an incident we will pass information to the Registers.

Fraud prevention and detection notice

In order to prevent and detect fraud insurers may, at any time:

y share information about you with our other group companies

y pass details to Insurance Hunter, a central insurance application and claims checking system, whereby it may be checked against information held by Insurance Hunter and shared with other insurers

If false or inaccurate information is provided and fraud is identified details will be passed to fraud prevention agencies.

Law enforcement agencies may access and use this information.

We and other organisations may also access and use this information to prevent fraud and money laundering, for example, when:

y checking details on applications for credit and credit related or other facilities

y managing credit and credit related accounts or facilities

y recovering debt

y checking details on proposals and claims for all types of insurance

y checking details of job applicants and employees

Please contact us on 0800 052 3144 if you want to receive details of the relevant fraud prevention agencies.

We and other organisations may access and use, from other countries, the information recorded by fraud prevention agencies.



We may also disclose information about you and your policy:

y To companies within the Admiral Group (For the purposes of this Privacy Statement, “Admiral Group” means Admiral Group plc and any company or entity in which Admiral Group plc owns more than 15% of the issued share capital. Companies in the Admiral Group shall include, without limitation, EUI Limited, Admiral Insurance Company Ltd, Admiral Insurance (Gibraltar) Ltd, Admiral Technologies Ltd, Able Insurance Services Ltd and any other company that is incorporated within the Admiral Group at any time in the future)

y In the event that we undergo re-organisation or are sold to a third party, in which case you agree that any personal information we hold about you may be transferred to that re-organised entity or third party

y Where it is necessary to deliver the products and services bought by you. For example, we may disclose your personal information to a credit card company to validate your credit card details and obtain payment. It may also be necessary for us to pass your personal information to the organisation from whom you have ordered any products or services other than your EUI Limited insurance product, such as a travel insurance or a personal accident cover provider, etc. At all times, EUI Limited will remain the Data Controller unless we inform you otherwise

5. Information Security

On our websites we protect any information you have given us by providing you with a User ID and password. We also use industry standard secure sockets layer (SSL) 128 bit encryption technology to encrypt sensitive information in transit to our servers.

The User ID and password helps us to protect your personal information. You may need a User ID and password to access your personal information on our website. You must keep this password safe and must not disclose it to anyone. We will accept no responsibility or liability if a third party obtains and uses your User ID and password. You must tell us immediately if you have lost your User ID or password, or if you believe a third party may have obtained it. Please also tell us if you would like us to change your User ID or password for any reason.

When you ask for a quote from us, we will process the data on a secure server. Microsoft Internet Explorer and Netscape Navigator will confirm that you are in a secure area by displaying an unbroken key or lock in the bottom right hand corner of your browser window.

Some organisations have a security feature called a firewall to protect their computer systems. These firewalls may prevent you from connecting to our secure server to get a quote. If you are at work and cannot connect to our site, please speak to your IT administrator to learn more.



Please be aware that communications over the Internet, such as emails or webmails, are not secure unless they have been encrypted.

Your communications may route through a number of countries before being delivered – this is the nature of the Internet. We cannot accept responsibility for any unauthorised access or loss of personal information that is beyond our control. It may be necessary to transfer your personal information to other Group companies or service providers located outside of the European Economic Area. The data protection and other laws of these countries may not be as comprehensive as those in the UK or the EEA – in these instances we will take steps to ensure that your privacy rights are respected.

6. Access to your information

You can write to us at any time to obtain details of the personal information that we may hold about you. Please write to the Data Protection Officer, EUI Limited, Ty Admiral, David Street, Cardiff CF10 2AA. Please provide your name, address and policy number and tell us what information you would like.

We will take all reasonable steps to confirm your identity before providing you with details of any personal information we may hold about you. Please provide two forms of identification such as a copy of a driving licence, passport, or document containing your signature, and a copy of a recent utility bill that confirms your address.

In accordance with the Data Protection Act 1998, we are entitled to charge £10 to cover the administration costs. Please make cheques payable to “EUI Limited”.

7. Privacy Support

We reserve the right to amend or modify this Privacy Statement at any time and in response to changes in applicable law.

The Data Controller is EUI Limited (registered number 02686904). Admiral, Bell, Diamond and elephant.co.uk are trading names of EUI Limited. At all times EUI Limited will remain the ultimate data controller. In this Privacy Statement “we”, “us” and “our” means EUI Limited.

If you have any enquiry about our data protection and privacy practices, please write to the Data Protection Officer as above.


Notes


Notes (cont.)

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This booklet is made from recycled paper.

Documents

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