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Home Emergency Assistance Policy Summary

This is only a summary of the policy. The full terms and conditions of the cover can be
found in the policy document. It is important that you read the policy document carefully
when you receive it.

Name of the insurance undertaking

This policy is underwritten by Direct Group Limited, Direct Group Limited, Direct House, 4 Sidings Court, Doncaster DN4 5NU

Type of insurance and cover

Home Emergency Assistance.If you suffer an emergency at your property this policy will pay up to £300, call out, labour, parts and materials to carry out emergency repairs.

Significant features and benefits

If you suffer an emergency at your property this policy will give you access to an emergency helpline which will;

• advise You how to protect yourself and the Property immediately;
• organise and pay up to £500 including VAT, call out, labour, parts and materials to carry out an emergency repair, or if at a similar expense a permanent repair.

Significant or unusual exclusions or limitations: All found under the section Exclusions.
The following are excluded from the insurance:

a) any leaking or dripping tap that requires re-washering or replacing, external overflows or replacement of cylinders, tanks, radiators and sanitary ware.

b) burst or leaking flexible hoses or leaking washing appliances which are fitted with a stop tap.

c) external water supply pipes.

d) failure of the boiler or the heating occuring in the months May to August inclusive.

e) failures of boilers or heating systems that have not been inspected or services by a qualified person within the preceding twelve months.

f) boilers over 10 years old.

g) replacement of light bulbs and fuses in plugs.

h) loss of keys for outbuildings, garages and sheds.

i) vermin outside the main dwelling e.g. in garages and other outbuildings.

j) breakdown or loss of or damage to domestic appliances or saniflow toilets and other mechanical equipment.

k) damage to boundry walls, hedges, fences or gates.

We will not be liable for any of the following:

a) loss or damage arising from circumstances known to You prior to the start date of this insurance.

b) the cost of replacement parts due to natural wear and tear.

c) loss or damage however caused to personal items, like paintings, electrical goods, jewellery, clothing, etc.

d) loss or damage arising from disconnection or interruption of mains services by the deliberate act of the Utility Company concerned or any equipment or services which are the responsibility or property of the Utility Company.

e) any cost relating to the attempted repair by You or Your own contractor.

f) any defect, damage or failure caused by malicious or wilful action, negligence, misuse, third party interference or faulty workmanship, including any attempted repair or modification which does not comply with industry standards.

g) any Emergency in a Property that has been unoccupied for more than 30 consecutive days.

h) any loss arising from subsidence caused by bedding down of new structures, demolition or structural repairs or alterations to the Property, faulty workmanship or the use of defective materials, or river or coastal erosion.

i) any loss or damage arising as a consequence of:

1) war, invasion, act of foreign enemies, terrorism, hostilities (whether war is declared or not), civil war, rebellion, revolution, insurrection, coup, riot or civil disturbance;

2) ionising radiation or contamination by radioactivity from any nuclear fuel or from any nuclear waste from combustion of nuclear fuel, the radioactive toxic explosive or other hazardous properties of any explosive nuclear assembly or its nuclear component.

j) any loss, injury, damage or legal liability arising directly or indirectly from, or consisting of the following: the failure or inability of any equipment to correctly recognise or interpret data representing any date, in such a way that it does not work properly at all.

Period of Insurance
The length of time covered is shown in the Schedule and is only for twelve continuous months.

Cancellation
Within 14 days of receipt of the policy documentation you can decide not to continue with the policy. You must write to us to confirm this. We will charge for the time you have been on cover.

Claims
To make a claim you must phone Home Hotline (this telephone number will be provided once cover has been agreed)

Complaints
If you wish to make a complaint please contact the Administrator first by calling our Customer Services Team on 0844 335 1028; or you can write to The Quality Manager, BDML Connect Limited, 1000 Lakeside North Harbour, Western Road, Portsmouth PO6 3EN.

If you remain dissatisfied with BDML Connect Limited’s response you may write to Customer relations Department, Home Hotline Ltd, The Unicentre, Lords Walk, Preston, PR1 1DH.

If you are still dissatisfied then you can refer the matter to the Financial Ombudsman Service, South Quay Plaza, 183 Marsh Wall, London E14 9SR. Full details will be made available at the appropriate stage of the complaints process.

Financial Services Compensation Scheme
We are members of the Financial Services Compensation Scheme (FSCS). If we were unable to meet our obligations you might be entitled to compensation from the scheme, depending on the type of insurance and circumstances of any claim. The first £2,000 of a claim or policy is protected in full and above this threshold 90% of the rest of the claim can be met. Further information can be obtained from www.FSCS.org.uk or by telephoning 020 7892 7300.