Prudential Home Insurance

Prudential Home Insurance 

Your Policy Document 

New for Old with Accidental Damage Policy

Contents 

Welcome to Prudential 2 

Important information 2 

Prudential Customer Service 4 

Understanding Your policy 4 

Meaning of words 5 

Legal Advice Helpline, Emergency Assistance and Glass Replacement Service 7 

How to make a claim 8 

General exclusions which apply to Sections 1-5 only 8 

General conditions which apply to Sections 1-5 only 10 

Section 1 Buildings insurance 13 

Section 2 Contents insurance 21 

Section 3 Personal Possessions 34 

Section 4 Pedal Cycles 37 

Section 5 Home Emergency Legal Protection "(HELP) - Optional extra" 39 

Section 6 Home Emergency Assistance 45 

Prudential Home Insurance Privacy Notice 50 

Your Credit Agreement 54 

Useful telephone numbers 

Back page 

1 Prudential Home Insurance

Welcome to Prudential 

This is Your Prudential Home 

Insurance Policy underwritten by 

U K Insurance Limited. 

Please read this policy carefully to make 

sure that it meets with Your needs and that 

You understand what You are (and are not) 

insured for. 

Contact Us immediately if any corrections 

are necessary. 

This policy is a contract between 

U K Insurance Limited and You. 

You have applied for this insurance. In 

return for the premium, We will insure 

You against loss, damage or legal liability 

arising during the Period of Insurance. 

We have not provided You with a personal 

recommendation as to whether this policy 

is suitable for Your specific needs. 

Under European law, You and We may 

choose which law will apply to this 

contract. English law will apply unless both 

parties agree otherwise. 

Your policy consists of: 

1 The policy document which explains: 

> The insurance provided by 

each section 

> The exclusions and conditions 

which apply to all sections of Your 

policy. 

2 The separate Schedule which shows: 

> Your personal details 

> The Period of Insurance 

2 Prudential Home Insurance 

> The sections You have chosen 

> Details of any Endorsements which 

apply to Your policy. 

The policy document and Schedule must 

be read together. 

Important information 

Your right to cancel 

If, after buying Your policy, You decide 

that the cover does not meet Your needs 

write to Us at: Prudential Home Insurance, 

PO Box 106, 37 Broad Street, Bristol 

BS99 7NQ within 14 days of receiving 

Your documents or of the start date of the 

policy (whichever is later) and We will 

refund any premium You have paid, less 

an administration fee as shown in Your 

schedule, providing that You have not 

made any claim. 

If You cancel Your policy after that time 

We will refund any premium paid for 

the remaining Period of Insurance less 

an administration fee, as shown in Your 


made any claim during the current Period 

of Insurance. 

Policy renewal 

If You decide not to renew Your policy 

contact us within 14 days of receiving Your 

renewal documents or of the start date of 

the new Period of Insurance (which ever 

is later) and We will refund any premium 

You have paid, providing that You have not

made any claim during the current Period of 

Insurance. 

If You cancel Your policy after that time We will 

refund any premium paid for the remaining 

Period of Insurance less an administration fee, 

as shown in Your schedule, providing that You 

have not made any claim during the current 

Period of Insurance. 

How to complain 

Prudential Home Insurance aim to provide 

You with outstanding customer service at all 

times. However, there may be times when 

You feel that We have not done so. If this is 

the case, We would rather be told about it so 

We can do Our best to solve the problem. 

Should there ever be an occasion when You 

need to complain, please call Us on Our 

priority number 0845 605 9275. If Your 

complaint relates to a claim, please contact 

Your claims handler whose details will be 

shown in Your claims documentation. 

If You wish to write, then address Your letter 

as follows: 

Customer Relations Department, 

Prudential Home Insurance, 

Churchill Court 

Westmoreland Road 

Bromley BR1 1DP. 

If we cannot resolve the differences 

between us, You may refer Your complaint 

to the Financial Ombudsman Service (FOS). 

Their address is: South Quay Plaza, 

183 Marsh Wall, London E14 9SR, telephone 

0845 080 1800. 

Details about Our Regulator 

U K Insurance Limited is authorised 

and regulated by the Financial Services 

Authority. The Financial Services Authority 

website which includes a register of all 

regulated firms can be visited at 

www.fsa.gov.uk or the Financial Services 

Authority can be contacted on 0845 606 

1234. U K Insurance Limited is entered in 

the FSA’s register under number 202810. 

Under the Financial Services and Markets 

Act 2000, should the company be unable 

to meet all its liabilities to policyholders, 

compensation may be available. Insurance 

advising and arranging is covered for 90% 

of the claim without any upper limit. For 

compulsory classes of insurance, insurance 

advising and arranging is covered for 100% 

of the claim, without any upper limit. 

Information can be obtained on request, 

or by visiting the Financial Services 

Compensation Scheme www.fscs.org.uk. 

On behalf of the company 

Paul Geddes 

Chief Executive 

Prudential Home Insurance 3

General information 

Prudential Customer Service 

At Prudential We pride ourselves on the service We give You. We rely on Your feedback to 

help Us to improve the products and services We provide. 

With this in mind, We have General Insurance Customer Relations teams, independent 

of other staff, who are dedicated to the resolution of customer complaints and improving 

customer relations. 

Understanding Your policy 

Your policy is designed to help You understand what You are insured for. 

On many pages there are two headings: 

What You are insured for 

These sections give details about Your 

insurance. 

What You are not insured for 

These sections draw Your attention to what 

You are not insured for. 

To make Your policy as short and easy to 

follow as possible, We have just listed things 

under these two headings. We hope You find 

this style helpful. 

To help You further, We have included 

some explanatory notes in Your policy. 

These are printed in boxes like these. 



Meaning of Words 

Certain words in the policy document or Your 

Schedule have particular meanings, shown 

below. Each time We use one of these words, 

it will have the same meaning. 

Bedroom 

A room used as a bedroom or one originally 

built to be a bedroom even if it is now used as 

something else. 

Buildings 

Your Home and its garages, outbuildings, 

landlord’s fixtures and fittings, walls, gates, 

fences, hedges, swimming pools, terraces, 

patios, drives, footpaths, underground pipes 

and drains serving the Buildings including 

their inspection covers and cables serving the 

Buildings. 

Business 

Your employment, trade, Business or 

profession. 

Contents 

Household goods, Pedal Cycles, Personal 

Belongings, Valuables, Money which You own 

or which You are responsible for, including 

Your fixtures and fittings. If You are a tenant, 

it includes landlord’s fixtures and interior 

decorations which You are responsible for and 

outbuildings You own. 

Contents does not include: 

> Animals 

> Aircraft, watercraft, caravans and trailers 

and their accessories or equipment, 

whether or not attached to a vehicle 

> Mechanically propelled vehicles, other 

than domestic gardening equipment, and 

their accessories or equipment whether or 

not attached to a vehicle 

> Deeds, bonds, securities and any other 

documents 

> Property more specifically insured under 

another policy or section of this policy 

> Anything used or held for Business 

or professional purposes, other than 

Office Equipment. 

Credit cards 

Credit, cheque, debit, banker’s and cash 

dispenser cards, issued in the United 

Kingdom to You. 

Endorsements 

Any alteration or amendment to the wording 

or cover of Your policy which We have made 

or which You have asked for. Your Schedule 

will show details of any Endorsements. 

Excess 

The part that You must pay towards a claim. 

Family 

Your spouse, or Partner and other relatives 

normally living with You. 


Home 

The private dwelling shown as the address of 

the Home in Your Schedule. 

Money 

Coin and bank notes in current circulation, 

cheques, postal and money orders, bankers draft, 

postage stamps, travel tickets, travellers cheques, 

savings stamps, savings certificates, savings 

bonds, trading stamps, luncheon vouchers, gift 

tokens and also credit, cash or charge cards. 

Money does not include anything used or held 

for Business or professional purposes. 

Office Equipment 

Personal computers and their associated 

equipment, word processing equipment, 

desktop publishing units, multi-user small 

business computers, facsimile machines, 

photocopiers, typewriters, telecommunication 

equipment and office furniture, which You own 

or which You are responsible for. 

Partner 

A person living with You as if married. 

Pedal Cycle 

Any pedal cycle belonging to You and its 

accessories. 

Period of Insurance 

This is the period which You are covered for 

and is shown in Your Schedule. It includes 

any future period shown on any other 

Schedules We issue to You provided that You 

have paid the premium or agreed to pay the 

premium by a separate instalment agreement 

and We have accepted payment. 

Personal Belongings 

Clothes and personal articles normally worn 

or carried about You, Sports Equipment, and 

photographic equipment. 

Personal Belongings do not include Valuables, 

Money, mechanically propelled vehicles or 

anything used or held for Business or professional 

purposes, other than Office Equipment. 

Personal Possessions 

Personal Belongings, Valuables and Money. 

Policyholder 

The person or persons named in the Schedule. 

Prudential, We, Us, Our 

U K Insurance Limited acting on behalf of 

Prudential. 

Sanitary Fittings 

Wash basins and pedestals, bathroom and 

kitchen sinks, bidets, lavatory pans and cisterns, 

shower trays, shower screens, baths and bath 

panels, but not including swimming pools. 

Schedule 

The Schedule shows (among other things) 

Your personal details and the sections You have 

chosen. 

Sports Equipment 

Articles of personal use including sports 

clothing specifically designed to be used for 

any sporting activity and belonging to You or 

Your Family But not items held or used for any 

profession, Business or employment. 


Sum Insured 

The amount shown in the Schedule or in the 

specific section limits shown in the policy 

wording, which is the most We will pay for 

any number of claims caused by one incident. 

Uninsurable Risks 

> Wear and tear and depreciation 

> Rot, fungus, woodworm, beetle, moth, 

insects or vermin 

> Mechanical or electrical fault or 

breakdown 

> Any process of cleaning, dyeing, 

renovating, altering, re-styling, 

repairing or restoring 

> Any other gradually operating cause 

> Faulty workmanship, faulty design or 

the use of faulty materials 

> Changes in atmospheric conditions. 

United Kingdom 

Great Britain, Northern Ireland, The Channel 

Islands and the Isle of Man. 

Unoccupied 

Not lived in by You or any other person with 

Your permission. 

Valuables 

Articles made at least partly of gold, silver or 

other precious metal and jewellery, watches 

and furs. Valuables do not include anything 

held for Business purposes. 

You and Your 

The person named in the Schedule and any 

member of his or her family permanently 

living with him or her. 


Legal helpline, emergency assistance 

and glass replacement service 

Helpline Services 

We have arranged a number of useful 

services for You available 24 hours a day, 

365 days a year. 

Home Emergency Assistance – 

Telephone 0800 032 4164 

This is a service available to You to arrange 

for help or repairs as a result of any 

domestic emergency for example: 

> Escape of water from water or central 

heating systems in Your Home 

> Blocked drains. 

You may be able to get any charges not 

covered under Section 6 back under other 

sections of this or another insurance policy. 

Glass Replacement Service – Telephone 

0800 032 4165 

If You have broken glass, a free telephone 

call to Our nominated glazing specialist will 

ensure Your broken glass is repaired 


promptly and the cost (except for the 

Excess) will be settled direct between Us 

and Our nominated glazing specialist. 

Legal Advice Helpline – Telephone 

0845 605 9268 

The Legal helpline lets You speak to a 

qualified legal advisor who can give You 

confidential advice on any personal legal 

matter. The service only provides advice and 

does not cover any costs which You run up 

as a result of following the advice. Advice is 

available 24 hours a day, 365 days a year. For 

extra security, we may record all phone calls 

and keep the recording secure. 

How to make a claim 

Check Your policy and Schedule carefully to 

make sure that the loss or damage is covered 

under this insurance. 

To make a claim under Sections 1-4 call 

0845 605 9267 between Mon – Fri 8am – 

8pm, Sat 9am – 5pm. Claims notification 24 

hours. We will register Your claim straight 

away and answer any queries You may have 

– any estimates, bills or evidence of value 

can be sent to Us afterwards. 

For details on how to claim under Sections 5 

(Home Emergency Legal Protection) and 6 

(Home Emergency Assistance) please refer 

to the appropriate section. 

Emergency repairs 

Emergency repairs should be carried out 

immediately if they will prevent further loss 

or damage e.g. replacing a damaged lock 

after a break-in or repairing a burst pipe. 

(Please call the Home Emergency Assistance 

telephone number 0800 032 4164 if You 

require advice on what to do in the event of 

an emergency). 

Please keep any receipts for these repairs as 

they will form part of Your claim. 

Non urgent repairs 

If the repairs are not urgent You should 

get at least two estimates and forward 

these to Us. If any items are lost or 

damaged beyond repair then You should 

provide evidence of value for these, e.g. 

a valuation or purchase receipt – this will 

help to deal with Your claim more quickly. 

If possible retain damaged property until 

We inspect it or settle Your claim. 


General exclusions which apply to 

Sections 1-5 Only 

1 You are not covered for: 

> Any legal liability 

> Death or bodily injury 


If directly or indirectly caused by, 

contributed to by or arising from: 

> Ionising radiations or contamination 

by radioactivity from any nuclear fuel 

or from any nuclear waste from the 

combustion of nuclear fuel 

> The radioactive, toxic, explosive 

or other hazardous properties of 

any nuclear assembly or nuclear 

component of it 

> War, invasion, act of foreign enemy, 

hostilities (whether war is declared or 

not), civil war, rebellion, revolution, 

insurrection, military force or coup 

> Pressure waves caused by aircraft or 

other aerial devices travelling at sonic 

or supersonic speeds. 

2 We will not pay for loss, damage or 

destruction caused by: 

> Any criminal act by You 

> Any deliberate act by You, Your 

Family, or by any other person 

lawfully in the Home 

> Anyone getting any property by 

deception. 

3 We will not pay for any expense, 

loss, damage or legal liability directly 

or indirectly caused by pollution or 

contamination, unless arising from 

leakage of oil from any fixed heating 

installation or from any domestic 

appliance in Your Home. 

4 We will not pay for: 

> Misuse of Credit Cards, cash cards 

or charge cards after the company 

which issued the card has been told 

in writing that the card has been lost 

> Any incident where the terms under 

which any Credit Card, cash card or 

charge card is issued are not kept to 

> Fraudulent use of any Credit Card, 

cash card or charge card by You. 

Remember: always telephone the relevant 

company if You lose a credit, cash or 

charge card. 

5 We will not pay for any loss, damage or 

destruction caused by or arising from: 

> Built in defect 

> Detention or confiscation by customs or 

other official body 

> Anything used or held for Business or 

professional purposes, other than Office 

Equipment 

> Uninsurable Risks – We will not pay for 

any Uninsurable Risks. 

6 Events before the policy starts – We will not 

pay for any loss, damage, liability or injury 

which happened before the cover under 

Your policy started. 

7 We will not pay for damage directly or 

indirectly due to: 


a) The failure of any computer or other 

electrical equipment or component 

to recognise correctly any date as its 

true calendar date 

b) Computer viruses. 

8 Terrorism 

We will not pay for any expense, loss, 

damage or legal liability directly or 

indirectly caused by terrorism. 

Terrorism is defined as the use of 

biological, chemical or nuclear force 

or contamination by any person(s) or 

group(s) of persons whether or not 

committed for political, religious, or 

ideological purposes, including the 

intention to influence any government or 

to put members of the public in fear. 


General conditions which apply to 

Sections 1-5 only 

To have full protection of Your policy You 

must keep to the following conditions. If 

You do not keep to them, this may make the 

policy invalid or We may refuse to deal with 

Your claim. 

1 Care of Your property 

You must take all reasonable steps 

to prevent any loss or damage to the 

property insured. You must keep all the 

property insured in good condition and 

in good repair. 


2 Date of cause of any loss or damage 

To claim under this policy the cause of 

any loss or damage must occur during 

the Period of Insurance. 

3 Keeping to policy terms 

When claiming under the policy You 

must comply with all exclusions, 

Endorsements and conditions. 

4 Changes in Your circumstances 

You must tell Us in writing as soon as 

possible of any change which may 

affect the insurance, and in particular 

any change of address. If You are in any 

doubt as to whether a fact is relevant, 

please ask Us. As the premium is based 

on the number of Bedrooms in Your 

Home You must also tell Us of any 

change in the number of Bedrooms. It is 

essential that You inform Us if You have 

been convicted of any offence (other 

than motoring). 

5 How to claim 

You must: 

> Tell Us as soon as possible either by 

telephone or in writing of any loss, 

damage or claim 

> Tell the police immediately of any 

loss, theft or malicious damage

Send Us any statement of claims or 

summons and every relevant letter, 

claim or other document immediately 

it is received 

> Give Us all the information and help 

We need 

> You must provide Us with reasonable 

evidence of value or age (or both) for 

all items involved in a claim. 

You must not: 

> Admit or deny any claim made 

against You or negotiate, pay or 

settle the claim without Our written 

permission 

> Abandon any property to Us. 

6 Our rights 

We may at Our discretion: 

> Take over the defence or settlement 

of any claim 

> Try to get recoveries or compensation 

from any other parties at any time in 

Your name or in the name of anyone 

else claiming under this policy. 

7 Other insurances 

If any claim under this policy is also 

covered by any other insurance, We will 

be liable only for Our share of the claim. 

8 Fraud 

You or any person acting for You must not 

make false claims. 

If You or anyone acting for You makes a 

claim knowing any part of it to be false 

or exaggerated in any way, or if You 

deliberately cause loss or damage, We will 

not pay the claim and We will cancel Your 

policy and all other policies which are 

underwritten by U K Insurance Limited 

that You are connected to. 

9 Instalment plan 

The following only apply if the premium 

for this policy is being paid by an 

instalment plan: 

> If We do not receive any payment on 

or before it’s due date We may not pay 

any claim arising from an event which 

happened on or after that due date 

> If Your direct debit is not paid when We 

request it We will present it for a second 

time 

> If an unpaid direct debit is not paid when 

We request it for a second time this 

policy will be cancelled from the due 

date of the first unpaid instalment. From 

that date (and including it) all cover 

under this policy will stop 

> If We accept and pay a claim under this 

policy, We may take off any unpaid 

instalments from the claim payment. 


10 Administration Fees 

a) We may cancel the policy by sending 

You seven days notice in writing to Your 

last known address. We will refund any 

premium paid for the remainder of the 

Period of Insurance, providing that You 

have not made any claim during the 

current Period of Insurance. 

b) You may cancel the policy by 

contacting Us on 0845 605 9275 or 

sending Us notice in writing. We 

will refund any premium paid for the 

remaining Period of Insurance less an 

administration fee as shown in Your 


made any claim during the current 

Period of Insurance. 

c) If You make any change to the policy 

during the Period of Insurance You may 

have to pay an administration fee as 

shown in Your schedule.. 

12 Auto renewal 

We may offer to renew Your policy for 

You automatically – this saves You the 

worry of remembering to call Us before 

Your policy expires. If We offer to do 

this for You, We will write to You before 

Your policy expires with full details of 

Your next year’s premium. If You do not 

want to renew this policy, all You need to 

do is call Our Customer Priority Line on 

0800 300 300 to let Us know. 

13 Locks discount 

If You have told Us the Home has 

security locks and these are not in 

effective and full operation at the time 

of a theft, You will be responsible for 

double the contents policy excess 

described in Your policy schedule in 

respect of any theft claim. 

11 Joint Policyholder 

Where the Schedule confirmation notes 

the interest(s) of other parties then these 

shall have the same rights and interests 

as the Policyholder. 


Section 1 - Buildings insurance 

A guide to Section 1 

Your Schedule will show which sections You have chosen, and what Excess will normally 

apply. 

There is a definition of Buildings in the Meaning of Words shown in the General 

Information Section of Your policy. 

A - Loss or damage 


Your policy covers: 

Damage to the Buildings. 


You are not covered for: 

> Anything in the General Exclusions 

shown in the General Information 

Section of Your policy 

> Any causes excluded in the Schedule 

> Any causes excluded in the 

Endorsements 

> The Excess for this section as shown in 

Your Schedule 

> Damage by frost as a result of storm or 

flood (or both) 

> Damage to gates, hedges and fences as 

a result of storm or flood (or both) 




> Damage while Your Home is left 

unoccupied for more than 30 

consecutive days: 

1) As a result of: 

- Vandalism or malicious acts 

- Theft or attempted theft 

- Escape of water from or the 

freezing of: 

a) Any domestic water or 

heating installation 

b) A washing machine or 

dishwasher 

c) A fish tank 

d) A water bed. 

2) to: 

- Fixed glass (including ceramic 

hobs and double glazing units) 

forming part of the Buildings 

- Fixed sanitary fixtures forming 

part of the Buildings 

> The Excess shown in Your Schedule 

for damage caused by subsidence or 

heave (or both) of the site on which 

the Buildings stand, or landslip 




> Damage as a result of subsidence or 

heave (or both) of the site on which 

the Buildings stand, or landslip: 

- Caused to walls, gates, fences, 

paths, drives, terraces, patios and 

swimming pools unless Your Home 

or its garages or outbuildings are 

also damaged at the same time by 

the same cause 

- Caused solely by normal 

settlement, shrinkage or expansion 

of the Buildings 

- Resulting from the movement 

of solid floor slabs, unless the 

foundations under the outside 

walls of Your Home are damaged at 

the same time by the same cause 

- Caused by coastal or river erosion 

- Resulting from the use of defective 

materials or faulty workmanship 

- Demolition, structural repairs or 

alterations to the Buildings. 

> Damage caused by breakage, 

scratching, marking or staining while 

Your Home is: 

- Shared with any person other than 

You 

- Lent, let or sublet by You. 

> Damage caused by chewing, 

scratching, tearing or fouling by any 

domestic pet. 




B - Additional cover 

The following are included in this section: 

1 Debris removal and fees 

For loss or damage as a result of any 

sections insured under this section We 

will pay necessary costs and expenses 

in connection with reinstating the 

Buildings for: 

> Dismantling, demolition, shoring or 

propping up of the Buildings and 

removing debris from the site 

> Fees incurred with Our consent 

> The extra costs of reinstating the 

Buildings that You have to pay 

in meeting government or local 

authority requirements. 

> The cost of preparing any claim You 

may have under this policy 

> The notice of government or local 

authority requirements had been 

served before the damage occurred. 

2 Loss of rent and alternative accommodation for You and Your pets 

While Your Home cannot be lived in 

following damage We will pay for: 

> The amount of rent You lose 

including ground rent 

> The cost of somewhere else, similar 

and reasonable, for You and Your 

pets to live. 

> Any cost or expense more than 

£15,000 

> Ground rent for more than 2 years 

> Any period after Your Home has been 

reinstated or the claim settled. 



3 Conveyancing cover 

Insurance when Your Home is being sold 

If You have exchanged contracts to sell 

Your Buildings, We will give the buyer 

the benefit of this insurance up to the 

date of completion. 


Cover if the Buildings are insured under 

any other policy. 

C - Inflation protection 

We will increase the Sum Insured each 

month in line with increases in the House 

Rebuilding Cost Index prepared by the 

Royal Institution of Chartered Surveyors or 

another index of Our choice. 

Your annual premium will be based on the 

increased Sum Insured. The Sum Insured 

will not change if the index value goes 

down. 


D - Settling a claim under Section 1 - Buildings 

We will at Our option, either pay for the 

amount of the loss or damage, or for the cost 

of work carried out in repairing or reinstating 

the Buildings. 

We will not make a deduction for wear and 

tear if repair or reinstatement is carried out, 

if You have kept the Buildings in a good state 

of repair. 

If at the time of the loss or damage the 

maximum amount payable shown in 

Your Schedule is less than the full cost of 

reconstructing the Buildings in the same 

form, style, size and condition as new, We 

will reduce the amount payable for any 

claim by the proportion that the maximum 

amount payable bears to the full cost of 

reconstructing the Buildings. 

The Sum Insured will not be reduced by a 

claim payment unless there is a total loss 

of the Buildings or We pay the full Sum 

Insured. 

Amount payable 

The maximum amount payable for any one 

incident. 

Buildings 

> If ‘unlimited’ is shown in Your Schedule 

under Buildings, We will pay all relevant 

costs less any Excess You must pay. 

> If a Sum Insured is shown in Your 

Schedule under Buildings, We will pay 

this amount less any Excess You must 

pay. 

See the General Conditions in the General 

Information Section of Your policy. 




E - Liability Cover 

Cover for Your legal liability to third 

parties as owner of the Buildings 

We will pay for all sums for which You 

are legally liable to pay as damages as 

owner of the Buildings arising from the 

following causes: 

a) Accidental death or bodily injury 

to anyone (but not Your employees 

arising out of or during their 

employment) 

b) Accidental loss of or damage to 

property in the United Kingdom, 

Republic of Ireland, Europe, 

Mediterranean Islands and Coastal 

Lands, Madeira and the Canary 

Islands 

c) Accidental death or bodily injury to 

anyone You employ: 

> As a domestic servant 

> To repair, renovate or decorate 

Your permanent residence 


Your temporary residence in the 

United Kingdom or the Republic 

of Ireland. 

Accidental death or bodily injury to You. 

Accidental loss of or damage to property 

belonging to You. 

Liability arising out of or from: 

> Any injury, illness, death, loss, expense, 

or any other liability caused directly or 

indirectly by Human Immunodeficiency 

Virus (HIV) and related illness 

including Acquired Immune Deficiency 

Syndrome (AIDS) and mutant 

derivations or variations including the 

treatment for them 

> Your profession, Business or 

employment 




> Any agreement or contract which 

introduced liability that would not have 

existed otherwise 

> The ownership, possession or use 

of any lift, mechanically-propelled 

vehicle, aircraft or watercraft, other 

than model aircraft or watercraft, hand 

or foot propelled watercraft less than 

5 metres long, surf or sail boards and 

domestic gardening equipment 

> The ownership of any land or building 

other than the land or Buildings 

insured under the Buildings section 

> Your capacity as Occupier of Your 

Home. 


The maximum amount We will pay for all 

liability arising out of any one incident, 

plus legal costs recoverable from You and 

costs and expenses incurred by You with 

Our written consent is: 

For claims under causes a) and b) We will 

pay up to £2,000,000. 

For claims under cause c) We will pay up 

to £10,000,000. 

In addition, if You die We will provide 

legal liability cover for Your legal personal 

representatives for any accident covered 

by this section. 


Section 2 - Contents insurance 


Your Schedule will show which sections You have chosen and what Excess will normally 

apply. 

There are definitions of Contents, Personal Belongings, Valuables and Money in the 

Meaning of Words shown in the General Information Section of Your policy. 



Your policy covers: 

Loss of or damage (including accidental 

damage) to Your Contents while they are 

in the Buildings. 








Endorsements 


Your Schedule. 

Loss or damage while Your Home is left 

Unoccupied for more than 30 consecutive 

days 




1 As a result of: 

2 To: 

- Theft 

- Vandalism or malicious acts 

- Escape of water from or the 

freezing of: 

a) Any domestic water or heating 

installation 

b) A washing machine or 

dishwasher 

c) A fish tank 

d) A waterbed. 

- Mirrors 

- Glass in furniture and plate glass 

tops to furniture 

- Unfixed ceramic hobs. 

> Damage caused by breakage, 

scratching, marking or staining while 

Your Home is: 


You 





> Deterioration of food or drink. 

> A satellite TV Aerial misaligned by any 

means. 

> Accidental damage to tapes, discs, 

records and cartridges. 

> Damage caused by chewing, 

scratching, tearing or fouling by any 

domestic pet. 

> Loss of Money unless theft is by 

forcible and violent means. 

> Loss by deception other than deception 

used solely to enter Your Home . 

> Loss of or damage to Your Contents as 

a result of theft or attempted theft not 

involving entry or exit by forcible and 

violent means to or from the Building, 

if Your Home is: 


You 





> Loss or damage to Your Contents as a 

result of subsidence or heave (or both) of 

the site on which the Buildings stand, or 

landslip, while they are in the Buildings: 

- Caused solely by normal 

settlement, shrinkage or expansion 

of the Buildings 

- Resulting from the movement 

of solid floor slabs, unless the 

foundations under the outside 

walls of Your Home are damaged at 

the same time by the same cause 

- Caused by coastal or river erosion 

- Resulting from the use of defective 

materials or faulty workmanships. 

B - Additional cover 

The following are included in this section: 

1 Metered water 

Loss of metered water as a result of 

any of the causes insured under this 

section. 



days. 



2 Central heating oil 

Loss of central heating oil as a result of 

any of the causes insured under this 

section. 

3 Contents left outside 

Loss or damage as a result of any of 

the causes insured under this section 

to Contents outside but within the 

boundaries or the land on which the 

Buildings stand. 

The most We will pay for a claim is 

£500. 




days. 

Loss or damage to: 

> Valuables or Money 

> Trees, plants and shrubs 

> Any items insured more specifically 

under this policy. 

4 Stored furniture 

Loss of or damage to Contents 

temporarily stored in any furniture 

depository in the United Kingdom or 

the Republic of Ireland. 

This only applies if the loss or the 

damage is a result of: 

Loss of or damage to: 

> Valuables, Money, stamp collections 

> Contents insured separately. 

> Fire, explosion, smoke, lightning or 

earthquake 

> Theft involving entry or exit by 

forcible and violent means to or 

from the depository. 




5 Removals 

Loss or damage to Contents 

remaining in the United Kingdom and 

the Republic of Ireland, while they are 

being moved between Your Home 

and any property where You intend to 

live permanently. This includes going 

to or from a furniture depository. 

Loss or damage to: 

> Valuables, Money, stamp collections 

> Contents insured separately 

> Contents in a furniture depository. 

6 Temporary removal 

Loss of or damage (including 

accidental damage) to Contents 

temporarily removed from the 

Buildings. 

However for theft of Contents (but 

not Money) the theft must be in: 

> A bank, safe deposit or occupied 

private dwelling 

> Loss of or damage to Contents in a 

furniture depository 

> Loss of or damage to property in transit 

or on the person caused by storm or 

flood 

> Accidental loss of contents 

> Theft from any motor vehicle. 

> A building where You are living, 

employed or carrying on Business 

> Any other building or caravan 

where there was entry or exit by 

forcible and violent means 




> The course of moving to or from 

any bank or safe deposit whilst 

in Your charge or any authorised 

person’s charge. 

For theft of Money, the theft must 

be in a Building or caravan where 

there was entry or exit by forcible and 

violent means. 

7 Loss of rent and alternative 

accommodation for You and 

your pets 

While Your Home cannot be lived in 

because of loss or damage (including 

accidental damage), We will pay for: 

> Any rent payable which You are 

responsible for 

Any period after Your Home has been 

reinstated or the claim settled. 

> The cost of renting somewhere 

else, similar and reasonable, for You 

and Your pets to live. 

The maximum amount payable for 

costs or expenses will be 20% of the 

Contents Sum Insured maximum 

shown in Your Schedule. 




8 Replacing outside locks and keys 

We will pay for the cost of replacing 

locks and keys to any outside doors 

of the Buildings if the keys have been 

stolen. However, the theft must be 

reported to the police. 

9 Seasonal increase 

During the period 1 December to 15 

January and if within the Period of 

Insurance shown on the Schedule, 

the Sum Insured by the Section is 

increased by 10%. 

C - Frozen foods 

We will pay for: 

Food or drink which goes bad or gets 

contaminated in any domestic deep 

freezer in the Buildings. This only applies 

if it was caused by failure of the freezer or 

the power supply. 

The reasonable cost of hiring temporary 

freezer space of the same size. 

> Food or drink which goes bad or gets 

contaminated because of a deliberate 

act of the power supply company or its 

employees. 

> Loss from any domestic deep freezer if 

the freezer is more than 15 years old. 


D - Inflation protection 

We will increase the Sum Insured but not 

the limits each month in line with increases 

in the Consumer Durables Section of the 

Retail Price Index or another index of Our 

choice. 

Your annual premium will be based on the 

increased Sum Insured and limits. The Sum 

Insured will not change if the index value 

goes down. 

E - Settling claims under Section 2 

We will at Our option, either replace the 

lost or damaged item or pay for the cost of 

repair or replacement as new. 

We will not deduct an amount for wear 

and tear from the cost of replacement of 

Your Contents except for clothing, and 

Sports Equipment. 

If at any time of the loss or damage, the 

amount of insurance (shown in Your 

Schedule) is less than the full cost of 

replacing all Your Contents as new (except 

for clothing, and Sports Equipment for 

which wear and tear should be taken off) 

We will reduce the amount payable for any 

claim by the proportion that the maximum 

amount payable bears to the full cost of 

replacing Your Contents. We will then 

apply the limits shown within the policy 

wording. 

If You claim for an item specified in Your 

Schedule, You will need to provide proof 

of the item’s value. We recommend that 

You keep copies of valuations, receipts, 

photographs and instruction booklets to 

help You do this. 

The Sum Insured will not be reduced by 

claims payment unless the claim relates to 

the total loss of any specified item, or We 

the full Sum Insured. 



The maximum amount payable for any one 

incident: 

Contents 

> The maximum amount payable for 

contents shown in Your Schedule. 

Valuables 

> 10% of the Contents Sum Insured for 

any one Valuable unless specified on the 

Schedule. 


> The amount shown on the Schedule 

as the ‘Valuables Limit’ for total loss of 

unspecified Valuables 

> The amount shown in items 3 and 7 of 

this section. 

Money 

> £300 

Office Equipment 

> £6,000. 


F - 1 Your liabilty to the owner of the 

buildings 

We will pay for the damage to the 

Buildings which, as tenant You are legally 

responsible for. 

We will pay any amount up to 10% of the 

Contents Sum Insured shown in Your 

Schedule. 

Anything under the heading "What You are 

not insured for". 

Damage as a result of the following while 

Your Home is left Unoccupied for more 

than 30 consecutive days: 

> Accidental breakage of fixed glass 

(including ceramic hobs and double 

glazing fixed units) fixed sanitary fixtures 

> Theft or attempted theft. 

Damage by frost as a result of storm or 

flood (or both). 




Damages to gates, hedges, fences as a 

result of storm or flood (or both). 

The first £1000 of any amount payable for 

damage caused by subsidence or heave 

(or both) of the site on which the Buildings 

stand or landslip regardless of the Excess 

shown in Your Schedule. 

Damage as a result of subsidence or heave 

(or both) of the site on which the Buildings 

stand, or landslip: 

> Caused to walls, gates, fences, paths, 

drives, terraces, patios and swimming 

pools unless Your Home or its garages 

or outbuildings are also damaged at the 

same time by the same cause 

> Caused solely by normal settlement, 

shrinkage or expansion of the Buildings 

> Resulting from the movement of solid floor 

slabs unless the foundations under the 

outside walls of Your Home are damaged 

at the same time by the same cause 

> Caused by coastal or river erosion 

> Resulting from the use of defective 

materials or faulty workmanship. 




F - 2 Family liabilities cover 

Cover for Your legal liability to third 

parties. 

We will pay for all sums for which You are 

legally liable to pay as damages arising 

from the following causes: 

a) Accidental death or bodily injury to 

anyone (but not Your employees 

arising out of or during their 

employment) 

b) Accidental loss of or damage to 

property in the United Kingdom, 

Republic of Ireland, Europe, 

Mediterranean Islands and Coastal 

Islands, Madeira and the Canary 

Islands 

c) Accidental death or bodily injury to 

anyone You employ: 

> As a domestic servant; 


Your permanent residence 

Accidental death or bodily injury to You. 

Accidental loss of or damage to property 

belonging to You, or in Your custody and 

control. 

Liability arising out of or from: 

> Any injury, illness, death, loss, 

expense, or any other liability caused 

directly or indirectly by Human 

Immunodeficiency Virus (HIV) or any 

HIV related illness including Acquired 

Immune Deficiency Syndrome (AIDS) 

and mutant derivations or variations 

including the treatment for them 

> Your profession, Business or 

employment 

> Any agreement or contract which 

introduced liability that would not 

have existed otherwise 




> To repair, renovate or decorate Your 

temporary residence in the United 

Kingdom or the Republic of Ireland. 


The maximum We will pay for all liability 

arising out of any one incident, plus legal 

costs recoverable from You and costs 

and expenses incurred by You with Our 

written consent is: 

> For claims under causes (a) and (b) up 

to - £2,000,000. 

> For claims under cause (c) up to - 

£10,000,000 

In addition, if You die, We will provide 

legal liability cover for Your legal personal 

representatives for any accident covered by 

this section. 

> The ownership, possession or use of 

any lift, mechanically-propelled vehicle, 

aircraft or watercraft other than model 

aircraft, model watercraft, hand or footpropelled 

watercraft less than 5 metres 

long, surf or sail boards and domestic 

gardening equipment 

> The occupation of any land or building 

other than Your permanent or temporary 

residence containing property insured 

under the Contents section 

> The ownership of any land or 

building 

> Any death or bodily injury caused by 

a dog as specified in the Dangerous 

Dogs Act 1991 

> The ownership, possession or use 

of any living creatures other than 

domestic animals 

> Any wilful or malicious act. 


Section 3 - Personal Possessions 


Your Schedule will show which sections You have chosen, and what Excess will normally 

apply. 

Personal Possessions are Personal Belongings, Valuables and Money (definitions of these 

are in the Meaning of Words, shown in the General Information Section of Your policy) and 

anything shown in the ‘Personal Possessions’ section of the Schedule. 



Accidental loss of or damage to anything 

shown in the ‘Personal Possessions’ 

section of the Schedule anywhere in the 

world. 








Endorsements 


Your Schedule. 

Loss of or damage to: 

> Valuables 

> Photographic equipment 

Worth over £2,000 in total, while left 

in an unoccupied vehicle or while left 

unattended in a place to which the public 

have or may obtain access. 




Damage caused by chewing, scratching, 

tearing or fouling by any domestic pet. 

Any property insured more specifically. 

Damage to musical instruments by 

breaking strings or by bruising, denting or 

scratching of woodwork or by cracking or 

splitting skins or drums. 

Loss, damage or destruction caused by or 

arising from 

> Uninsurable Risks. 

Loss of or damage to any Pedal Cycles or 

their accessories. 

> Detention or confiscation by customs 

or another official body 

> Property held or used for any 

profession, Business or Employment. 

Breaking sports racquets or their strings, 

cricket bats, hockey sticks or lacrosse 

sticks, while in use. 

Loss of or damage while acting as a 

professional in a sport, unless You are a 

farmer or gamekeeper using a sporting gun. 


B - Settling claims under Section 3 

How We settle a claim 

We will, at Our option, replace the lost or 

damaged item or pay for the cost of repair or 

current replacement value. 


tear from the amount of the claim payment 

except for clothing, and Sports Equipment. 

If You claim for an item specified in Your 

Schedule, You will need to provide proof 

of the item’s value. We recommend that 

You keep copies of valuations, receipts, 

photographs and instruction booklets to 

help You do this. 




pay the full Sum Insured. 


The maximum amount payable for any 

one incident, unless it says otherwise in 

Endorsements or the ‘Personal Possessions’ 

section of the Schedule will be the total Sum 

Insured on Personal Possessions shown on 

the Schedule, subject to the following limits: 

Specified Items 

> The Sum Insured by any item specifically 

listed on the Schedule. 

Unspecified Personal Possessions 

> £1000 for any one item. 

Money 

> The limit shown on the Schedule. 


Section 4 - Pedal Cycles 


Your Schedule will show which sections You have chosen, and what Excess will normally apply. 



Accidental loss or damage to Pedal Cycles 

and their accessories subject to the limits 

as specified in the Schedule belong to 

You anywhere in the world. 







Endorsements 


Your Schedule 

> Loss of or Damage to any Pedal Cycles 

by theft or attempted theft, while left 

unattended away from the Buildings, 

unless secured by a padlock and chain 

or similar anti-theft device 

> Loss or damage to tyres or accessories 

unless the Pedal Cycle is lost or 

damaged at the same time 

> While the Pedal Cycle is being used 

for racing, pacemaking, competition, 

demonstration, exhibition or trials 




> Uninsurable Risks 

> Pedal Cycles more specifically insured 

by any other policy. 

B - Settling claims under Section 4 

How We settle a claim 

We will, at Our option, replace the lost or 

damaged item or pay for the cost of repair or 

current replacement value. 


tear from the amount of the claim payment. 




pay the full Sum Insured. 


The maximum amount payable for any 

one cycle and its accessories, unless it says 

otherwise in Endorsements or the ‘Pedal 

Cycles’ section of the Schedule will be the 

limit shown in the Schedule . 


Section 5 – Home Emergency Legal Protection (HELP) - Optional extra 

This section only applies if it is shown on 

Your schedule. This section covers legal 

expenses. 

How to make a claim for legal expenses 

1 Phone Our legal advice helpline on 

0845 605 9268. Please have Your Home 

insurance policy number available when 

You call. 

2 You must tell the Legal advice line of any 

incident which may lead to a claim under 

the policy. You must do this as soon as 

possible, and always within 180 days of 

the date that You knew about or should 

have known about the incident. 

3 We will send You a claim form to fill in 

and return to Us. For extra security, We 

may record all phone calls and keep the 

recording secure. 

Legal Helpline – 0845 605 9268 

You can ring the helpline to discuss any 

private legal problem. This service is here to 

help, so please feel free to use it. 

While You have a current policy with Us, the 

helpline is available 24 hours a day, seven 

days a week. In particular, if something You 

are proposing to do may result in a legal 

claim, You must talk to Us first. 

For extra security, We may record all phone 

calls and keep the recording secure. 

The following definitions are in addition to 

or may replace those shown on pages 5-7 of 

the policy. In this section 5 only, the words 

below will have the following meanings 

Costs The professional fees and expenses 

reasonably and necessarily charged by Your 

Solicitor in proportion to the value of Your 

claim and how complicated it is. We will also 

pay costs which You are ordered to pay by 

a court or other organisation and any other 

costs We agree to in writing. 

The most We will pay for all costs will be 

£50,000 for any claim or claims arising from 

any one incident. 

Date of incident Either: 

> the date of the incident that has led to this 

claim; or 

> the date of the first incident, if there are a 

number of incidents 

whichever is earlier. 

Full enquiry A full examination of all aspects 

of Your personal tax affairs by HM Revenue 

& Customs. 

Solicitor Any suitably qualified person 

appointed to represent You under this 

section. 

Territorial limits The United Kingdom. 

For claims relating to ‘personal injury’ and 


‘contract dispute’, the Territorial limits 

also include the European Union, Albania, 

Andorra, Bosnia Herzegovina, Croatia, 

Gibraltar, Iceland, Liechtenstein, Macedonia, 

Monaco, Montenegro, Norway, San Marino, 

Serbia, Switzerland and Turkey (west of the 

Bosphorus). 

United Kingdom Great Britain, the Isle 

of Man, the Channel Islands and Northern 

Ireland. 

You, Your The person named as the 

Policyholder in the schedule, their partner 

and members of their Family (including foster 

children) who normally live with them. 

Cover provided 

We will pay for the following. 

1 Costs in the event of the following. 

a) Personal injury – Death or bodily injury 

to You. 

b) Contract dispute – A dispute arising out 

of an agreement You have for: 

> buying or hiring goods or services; 

> selling goods; or 

> buying or selling Your Home. 

c) Property protection – A dispute arising 

out of You owning or living in Your Home. 

d) Employment – A dispute arising out of 

Your employment. 

e) Tax protection – A Full enquiry by 


HM Revenue & Customs, if the enquiry 

resulted from Your work as an employee. 

f) Inheritance dispute – A dispute over 

something left to You in a will. 

g) Legal defence – Your work as an 

employee which leads to: 

> You being prosecuted in a magistrates’ 

or crown court; 

> civil action being taken against You 

for unlawful discrimination because of 

someone’s sex, race, disability, religious 

belief or political opinion; or 

> civil action being taken against You 

under section 13 of the Data Protection 

Act 1998. 

h) Motoring prosecution – You being 

prosecuted for an offence connected with 

using or driving a motor vehicle. 

2 Salary while you attend jury service 

We will pay Your salary or wages for each 

half or whole day You attend jury service 

if You cannot claim them back from the 

court or from Your employer. 

The cover provided by this section only 

applies if: 

> the Date of Incident is within the Period 

of Insurance and the incident happens 

within the Territorial limits; 

> any legal proceedings are carried out

y a court or other organisation We 

agree to within the Territorial limits; and 

> it is always more likely than not that 

You will be successful with Your claim. 

General exlusions which apply to Home 

Emergency Legal Protection cover 

(See also General Exclusions on pages 8-10) 

You are not covered for any of the 

following. 

1 Any claim You report to Us more than 180 

days after the date You knew about, or 

should have known about, the incident 

leading to the claim. 

2 Costs You have paid or will have to pay 

before We have agreed to them. 

3 Your Costs in any action against another 

person who is insured by this policy. 

4 Any fines, penalties, compensation or 

damages which You are ordered to pay by 

a court or other organisation. 

5 Any claim between You and someone You 

live with or have lived with. 

6 Any application for a judicial review. 

7 Any dispute with Us about this section of 

the policy, other than as shown in general 

condition 5 on page 40. 

8 Any incident which begins before cover 

starts. 

9 Any Costs if You stop or settle a claim, or 

withdraw instructions from the Solicitor, 

without good reason. If this applies, You 

will then have to refund any Costs and 

expenses We have paid or agreed to pay 

during Your claim. 

General exclusion 6 on page 9 does not 

apply to Section 5. 

Specific exclusions which apply to Home 

Emergency Legal Protection cover 

You are not covered for any of the 

following. 

Personal injury 

> Any illness or injury which develops 

gradually or is not caused by a specific 

or sudden accident. 

> Defending Your legal rights in claims 

against You. 

Contract dispute 

> Any claim arising out of advice, 

specification, design, construction, 

conversion or extension on any land or 

relating to any buildings. 

> Any claim relating to leases, tenancies 

or a licence to occupy. 

> Any claim arising out of a contract 

You have entered into in connection 

with a profession, business or trade, 

other than as provided for under 

‘Employment’ – see page 40. 


Property protection 

> Any claim if the Date of Incident is less 

than 90 days after cover started. 

> Any building or land other than Your 

Home. 


against You. 

Employment 

> Any claim if the Date of Incident is less 

than 90 days after cover started. 


against You. 

> Any Costs relating to internal grievance 

procedures or disciplinary hearings 

within the company You work. 

> Any claim started in the county court or 

high court or the equivalent courts in 

Scotland. 

Motoring prosecution 

> Any claim involving You driving a motor 

vehicle for which You do not have valid 

motor insurance. 

> Parking offences 

General conditions which apply to 

Home Emergency Legal Protection 

cover 

(See also General conditions on pages 10-12) 

If You do not keep to the following conditions, 

We may cancel this cover, refuse any claim and 

withdraw from any current claim. 

1 You must do the following 

> Let Us have full details of Your claim and 

any other information that We or the 

Solicitor, ask for. (You must pay any costs 

involved in providing this information.) 

> Fully co-operate with the Solicitor and 

Us, and not do anything which might 

damage Your claim. If We ask, You 

must tell the Solicitor to give Us any 

documents, information or advice that 

they have or know about. 

> Tell Us about any developments 

affecting Your claim. 

> Tell Us if the Solicitor refuses to 

continue to act for You or if You 

withdraw Your instructions. 

> Tell Us if anyone makes a payment into 

court or offers to settle Your claim. 

> Try to get back any Costs that We have 

to make, and if You do get them back, 

pass them to Us. 

> Get Our agreement before You 

negotiate or settle a claim. 


2 Appointing a Solicitor 

> We have chosen a panel of legal firms 

to provide legal services. These firms 

may make payments to Us for being 

members of the panel. While You are 

responsible for any legal Costs they 

charge, Your policy will cover them 

as long as You keep to the policy 

conditions. 

> If We accept Your claim We, or a Solicitor 

We appoint, will try to settle the matter 

without having to go to court. 

> If it is necessary to take Your claim 

to court, or if there is a conflict of 

interests, You can choose the Solicitor 

to act for You. Otherwise, We will 

appoint a Solicitor for You. 

> We or You will appoint the Solicitor to 

act for You in line with Our standard 

terms of appointment. (You can ask Us 

for a copy.) 

> You must not enter into any agreement 

relating to charges with the Solicitor 

without getting Our permission first. 

> If a Solicitor refuses to continue acting 

for You with good reason, or if You 

dismiss them without good reason, 

Your cover will end immediately unless 

We agree to appoint another Solicitor. 

3 You must tell Your Solicitor to do the 

following 

> Get Our written permission before 

instructing a barrister or an expert 

witness. 

> Tell Us immediately if it is no longer 

more likely than not that You will be 

successful with Your claim. 

4 We can do the following 

> Contact the Solicitor at any time, and 

he or she must co-operate fully with Us 

at all times. 

> Decide to settle Your claim by paying 

the amount in dispute. If Your claim 

is not for damages, We may decide 

to settle Your claim by paying You the 

equivalent financial value of Your claim. 

> Refuse to pay further Costs if You do 

not accept a reasonable offer to settle 

Your claim. 

> Refuse to pay further Costs if it is no 

longer more likely than not that You will 

be successful with Your claim. 

5 Disputes 

You have the right to refer any 

disagreement between You and Us to 

arbitration (where an independent person, 

known as an arbitrator, makes a decision 

to settle the dispute). The arbitrator will 

be a solicitor, barrister or other suitably 

qualified person that You and We agree 


on. If we cannot agree, the arbitrator will 

be chosen by the president of the Law 

Society (or other similar organisation) for 

that part of the Territorial Limits whose 

law governs this section of the policy. 

We and You must keep to the arbitrator’s 

decision. Whoever loses the arbitration 

will pay for all the costs and expenses of 

the arbitration. 

7 People involved in this contract 

This contract for Home Emergency 

Legal Protection is between You, the 

Policyholder, and Us. No-one else has 

any rights they can enforce under this 

contract, except those they have by law. 

General Conditions 1, 5, 6 and 10 on 

pages 10-12 do not apply to Section 5. 

You may also refer any disagreement 

between You and Us to the Financial 

Ombudsman Service, which is a service 

offered to You free of charge. (See 

pages 2-3 for details of our complaints 

procedure.) 

6 Cancellation 

We can cancel Your Home Emergency 

Legal Protection cover by sending You 

seven days’ notice in writing to Your last 

known address. You, the Policyholder, 

can cancel Your Home Emergency Legal 

Protection cover by telling Us. 

We will only refund the part of the 

premium You have not used when We 

cancel the cover. We will not refund any 

premium when You cancel the cover or if 

a claim has been made. 

If the cover is cancelled, it will not affect 

Your rights to any claim which happened 

while the cover was in force. 


Section 6 – Home Emergency Assistance 

Meaning Of Words 

Certain words in this Section have particular 

meanings, shown below. Each time We use 

one of these words, it will have the same 

meaning. 

Authorised Repairer A person, company 

or organisation appointed by Us to 

temporarily or permanently rectify, repair or 

prevent further damage by making safe the 

Emergency where possible. 

Beyond Economic Repair The point at 

which the cost of repairing the boiler/ 

appliance exceeds the value of replacing 

the boiler/appliance. The decision will be 

based on Our scale of valuations that take 

into account the age and type of the boiler/ 

appliance. 

Call Out The dispatch of an Authorised 

Repairer following a request for Emergency 

Assistance, even if the request is 

subsequently cancelled by You. 

Emergency An incident in the Home 

occurring during the Period Of Cover, 

which if not dealt with quickly will: 

(a) make the Home unsafe or insecure for 

its occupants; or 

(b) cause damage to the Home and its 

contents; or 

(c) leave the Home with a total loss of its 

Main Source Of Heating, lighting or hot/ 

cold water. 

Emergency Assistance Work undertaken 

by an Authorised Repairer to resolve 

the Emergency by completing a repair to 

temporarily or permanently rectify, repair 

or prevent further damage occurring by 

making safe the Emergency where possible. 

It does not include the restoration of any 

decoration, fixtures, fittings or landscaping 

(e.g. fitted kitchen units, floor coverings/tiles, 

flowerbeds) or the permanent re-instatement 

of pathways and driveways needing to be 

removed or replaced in order to deal with the 

Emergency. 

Geographical Limits The United Kingdom 

including the Isle of Wight but not Northern 

Ireland, the Channel Islands, the Scilly Isles 

and the Isle of Man. 

Home The private dwelling that You own 

and reside in as Your permanent residence, 

including integral garage(s) used for 

domestic purposes. This does not include 

detached garages and outbuildings. 

Main Source Of Heating In the case of 

gas central heating, this is the boiler from 

the appliance isolating cock together with 

the pump, motorised valves and cylinder 

thermostat, temperature and pressure 

controls, pipework, hot water cylinder, feed 

and expansion tanks and the main flueing. 


In the case of electrical storage heating, 

this is the storage and wall mounted panel 

heaters that are permanently sourced by 

the mains electricity supply, including 

convection storage heaters, storage 

heaters incorporating fans and combination 

storage/panel heaters. 

Period Of Cover The period You are 

insured for that is shown on Your Prudential 

home policy schedule. 

Permanent Repair Repairs and/or work 

required to resolve the damage caused to 

the Home by the Emergency. 

Temporary Repair Repairs and/or work 

that may resolve an Emergency but may 

need to be replaced by a Permanent Repair. 

Unoccupied Not lived in by You or any 

other person with Your permission. 

We/Us/Our U K Insurance Limited. 

You/Your/Yourself The policyholder and 

members of their family (including foster 

children) who normally live with them. 

What is included 

Domestic emergency 

1 If You suffer an Emergency at Your Home 

You should tell Us on the Emergency 

helpline number – 0800 032 4164. We 

will then: 

(a) advise You how to protect 

Yourself and the Home 

immediately when You call Us; 

(b) organise and pay up to £250 

including VAT, call out, labour, parts 

and materials to carry out Emergency 

Assistance at the Home. Major parts/ 

appliances and parts/appliances 

that are Beyond Economic Repair 

are excluded. All labour charges 

in excess of the amount stated in 

this clause, together with the cost 

of replacement parts and/or other 

materials, other than what We have 

agreed to pay, are Your responsibility. 

Exclusions 

2 The following are excluded from Section 

6 - Home Emergency Assistance: 

(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) internal plumbing and drainage, 

other than domestic sanitary fittings, 

hot/cold water supply, storage and 

drainage systems for which You have 

the responsibility within the interior 

of Your Home; 


(d) external water supply pipes; 

(e) failure of boilers or heating systems 

that have not been inspected or 

serviced by a qualified person within 

the preceding twelve months of this 

cover; 

(f) boilers over 10 years old and/or with 

an output exceeding 60kw; 

(g) electrical wiring, other than the 

permanent electrical supply system 

in Your Home supplying electrical 

power to internal wall sockets, 

switches, bulb sockets and fuse 

boxes which are beyond the 

electricity company’s supply meter; 

(h) consumables that need replacing 

through regular use, including but 

not limited to light bulbs, batteries, 

filters, fuses etc; 

(i) internal locks, doors, glass, or 

the locks, doors and windows to 

detached garages and outbuildings; 

(j) 

any loss or damage caused by rot, 

fungus, woodworm, beetle, moths, 

insects or vermin; 

(k) breakdown or loss of or damage to 

domestic appliances or saniflow toilets 

and other mechanical equipment; 

(l) damage to boundary walls, hedges, 

fences or gates. 

3) We will not cover any of the following: 

(a) loss or damage arising from 

circumstances which You knew 

about prior to the start date of this 

policy; 

(b) loss or damage which happens prior 

to or within the first 14 days of the 

start date of this policy. 

(c) any item not forming part of the 

Main Source Of Heating; 

(d) the cost of replacement parts due 

to natural wear and tear or gradual 

deterioration; 

(e) loss or damage arising from the 

interruption or disconnection of the 

gas, water or electricity services to the 

Home; 

(f) costs of the restoration of any 

decoration, fixtures or fittings needing 

to be removed or replaced in the 

process of providing Emergency 

Assistance; 

(g) loss or damage however caused to 

personal items, like paintings, electrical 

goods, jewellery, clothing, etc; 

(h) 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; 


(i) 

(j) 

any cost relating to the attempted repair 

by You or any person authorised by 

You; 

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 recognised industry 

standards; 

(k) any Emergency in a Home that has 

been Unoccupied for more than 30 

consecutive days; 

(l) 

the cost of repairing faults or damage 

caused by fire, lightning, explosion, 

earthquake, flood, storm, subsidence, 

heave or landslip, malicious damage, 

theft or attempted theft (except 

where in relation to locks, doors and 

windows), structural repairs, alteration, 

demolition or the use of defective 

materials; 

(m) any loss arising from movement 

caused by bedding down of new 

structures, demolition or structural 

repairs or alterations to the Home, faulty 

workmanship or the use of defective 

materials, or river or coastal erosion; 

 

Terrorism is defined as the use of 

biological, chemical or nuclear force, 

or contamination, by any person(s) 

or group(s) of persons, whether 

acting alone or in connection with 

any organisation(s) or government(s), 

whether or not committed for political, 

religious, ideological or similar 

purposes, including the intention to 

influence any government or to put 

members of the public in fear. 

(o) any loss or damage arising as a 

consequence of: 

i) war, invasion, acts of foreign 

enemies, hostilities (whether 

war is declared or not), civil war, 

rebellion, revolution, insurrection, 

coup, riot or civil disturbance; 

ii) 

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. 

(n) any expense, legal liability or any loss 

or damage to property directly or 

indirectly caused by terrorism. 


(p) 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; 

(q) any system, appliance, wiring or 

fixtures where replacement is only 

necessary to make it compliant with 

legislation, health and safety guidelines 

or British Standards; 

(r) adjustment of time and temperature 

controls and replacement of time 

controls. 

General Conditions applying to Section 6 

– Home Emergency Assistance 

1 All requests for Emergency Assistance 

must be made to the Helpline within 

24 hours of discovering the Emergency 

and not direct to an Authorised Repairer 

otherwise the cover will not apply. 

4 This policy does not cover normal day 

to day maintenance of Your Home for 

which You are responsible. Nor does it 

pay for replacing items that need to be 

replaced as a result of natural wear and 

tear or gradual deterioration. 

5 You must co-operate with Us in 

obtaining reimbursement of any costs 

We incur under the terms of this cover, 

which may have been caused by the 

action of a third party against whom You 

have a legal right of action. 

6 You must take all reasonable steps to 

prevent any loss, damage or breakdown 

and to maintain the Home, its systems 

and appliances in good repair. 

7 Spare or replacement parts may not 

be from the original manufacturer 

and will not necessarily be a like-forlike 

replacement. We cannot be held 

responsible for delay in supplying spare 

or replacement parts. 

2 You must quote Your policy number 

when requesting Emergency Assistance 

3 If any loss, damage or expense included 

within this cover is covered by any 

other insurance, maintenance contract, 

guarantee or warranty, We will not pay 

more than Our rateable proportion. 


Prudential Home Insurance Privacy Notice 

Both Prudential and U K Insurance Limited 

are aware of the trust you place in us when 

you buy our products and our responsibility 

to protect your information. 

In this notice ‘we’ ‘us’ and ‘our’ refers to U K 

Insurance Limited unless otherwise stated and 

describes who we are, why we need to collect 

your information and how we will use it. 

We will tell you who we share your 

information with and how we use it to 

improve the service we provide to our 

customers. 

1 – Privacy 

Why we need your information 

We will use your information to give you 

quotations, and manage your insurance policy, 

including underwriting and claims handling. 

Your information comprises of all the details 

we hold about you and your transactions 

and includes information we obtain about 

you from third parties. 

We will only collect the information we 

need so that we can provide you with the 

service you expect from us. 

From time to time we may need to change 

the way we use your information. Where 

we believe you may not reasonably expect 

such a change we will write to you. When 

we do so, you will have 60 days to object to 

the change but if we do not hear from you 

within that time you consent to that change. 

Who we will share your information with 

Prudential Home Insurance is underwritten 

by U K Insurance Limited (UKI). When you 

give us your information, it will be shared 

with Prudential. We will do that in order to 

provide you with the best possible products 

and service experience. 

During the course of our dealings with 

you we may need to disclose some of your 

information to other insurers, third party 

underwriters, reinsurers, credit reference 

and fraud prevention and law prevention 

agencies and other companies that provide 

service to us or you, to: 

> assess financial and insurance risks 

> recover debt 

> prevent and detect crime 

> develop our products, services, systems 

and relationships with you 

> understand our customers’ requirements 

> rating and pricing. 

We do not disclose your information to 

anyone outside the Group except where: 

> we have your permission 

> we are required or permitted to do so by 

law 

> we may transfer rights and obligations 

under this agreement. 


Where we transfer your information 

From time to time we may require services 

from suppliers that are based worldwide 

and your information will be shared 

with them for the purposes of providing 

that service. Where we engage these 

suppliers we make sure that they apply 

the same levels of protection, security 

and confidentiality we apply. However, 

such information may be accessed by law 

enforcement agencies and other authorities 

to prevent and detect crime and comply 

with legal obligations. 

Sensitive Information 

Some of the personal information we 

ask you for may be sensitive personal 

information, as defined by the Data 

Protection Act 1998 (such as information 

about health or criminal convictions). We 

will not use such sensitive personal data 

about you or others except for the specific 

purpose for which you provide it and to 

provide the services described in your 

policy documents. 

You will have been asked to agree to this 

when you first contacted us but please 

ensure that you only provide us with 

sensitive information about other people 

with their agreement. 

Dealing with other people 

It is our policy to deal with your spouse 

or partner who calls us on your behalf, 

provided they are named on the policy. If 

you would like someone else to deal with 

your policy on your behalf on a regular basis 

please let us know. In some exceptional 

cases we may also deal with other people 

who call on your behalf, with your consent. 

If at any time you would prefer us to deal 

only with you, please let us know. 

Credit Reference Agencies 

UKI carries out a consumer search when 

any application for insurance is submitted. 

This is done using public data to evaluate 

insurance risks and no financial information 

is reviewed as part of this process. There 

is no visible credit footprint and after 12 

months is automatically deleted. 

Keeping you informed 

From time to time we may contact you with 

special offers or suggest products which 

may be of interest to you. If you would 

like not to receive any of these updates 

you can ask us to stop at any time. You can 

do that by simply calling our customers 

services department or by writing to the 

Data Protection Officer at Churchill Court, 

Westmoreland Road, Bromley BR1 1DP. 


Access to your information 

You have the right to see the information 

we hold about you. This is called Subject 

Access Request. If you would like a copy of 

your information, please write to: 

The Data Protection Officer, Churchill Court, 

Westmoreland Road, Bromley BR1 1DP quoting 

your reference. A fee may be payable. 

2 - Fraud prevention and detection 

Please take time to read the following as it 

contains important information relating to 

the details you have given or should give to 

us. You should show this notice to anyone 

whose data has been supplied to us in 

connection with your policy. 

To prevent and detect fraud we may at any 

time: 

Share information with other organisations 

and public bodies including the police 

although we only do so in compliance with 

the Data Protection Act 1998 

Check and/or file details with fraud 

prevention agencies and databases and if 

we are given false or inaccurate information 

and we identify fraud, we will record this. 

We and other organisations may also use 

and search these agencies and databases 

from the UK and other countries to: 

> help make decisions about the provision 

and administration of insurance, 

credit and related services for you and 

members of your household: 


> trace debtors or beneficiaries, recover 

debt, prevent fraud, and to manage your 

accounts or insurance policies; or 

> check your identity to prevent money 

laundering, unless you provide us with 

other satisfactory proof of identity 

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: 

> Checking applications for, and managing 

credit and other facilities and recovering 

debt 

> Checking insurance proposals and 

claims; 

> Checking details of job applicants and 

employees. 

We, and other organisations that may 

access and use information recorded by 

fraud prevention agencies, may do so from 

other countries. 

We can provide the names and addresses 

of the agencies we use if you would like 

a copy of your information held by them. 

Please contact us at, UKI, Churchill Court, 

Westmoreland Road, Bromley, BR1 1DP 

quoting your reference. The agencies may 

charge a fee.

Your Fixed Sum Credit Agreement 

Your right to cancel your credit 

agreement 

If you have chosen to pay by instalments, 

you may cancel your credit agreement 

within 14 days of receiving it. If you would 

like to cancel your credit agreement please 

call us on 0845 605 9275 or write to us at 

the address shown on your documents. If 

you cancel your Agreement you will need 

to arrange for payment of any outstanding 

policy premium. 

You have the right to end the credit 

agreement at any time. If you wish to do so 

you should let us know. If you do this any 

outstanding balance of the policy premium 

must be settled in order for your insurance 

cover to continue under the policy. 

Other important information about 

your credit agreement 

If you decide to cancel your policy, your 

credit agreement will automatically be 

terminated; any refunds will be paid pro 

rata unless there is a claim, when the full 

premium will be due. 

We may terminate your credit agreement 

if you fail to pay any instalment by the due 

date. For full details please see the terms of 

your Fixed Sum Credit Agreement. 

It is possible that other taxes or costs 

not imposed by us may apply to this 

Agreement. 

If you have a complaint about your credit 

agreement you should refer to the ‘how to 

complain’ section of this policy booklet. 

English law applies to your Agreement 

and courts in England or Wales may deal 

with disputes in connection with this 

Agreement unless you live in Scotland 

where Scottish law will apply and Scottish 

courts may deal with disputes in connection 

with this Agreement. We have supplied 

this Agreement and other information 

to you in English and we will continue to 

communicate with you in English. 


Contact Us 

Customer service 0845 605 9275 

Account queries 0845 605 9266 

Claims 0845 605 9267 

Legal advice 0845 605 9268 

Home Emergency Assistance 0800 032 4164 

Glass replacement 0800 032 4165 

www.pru.co.uk 

We will also be happy to send you any of our brochures, letters or 

statements in Braille, large print or audio, upon request. 

Prudential Home insurance policies are underwritten by U K Insurance Limited, The Wharf, Neville Street, Leeds LS1 4AZ. 

U K Insurance Limited is authorised and regulated by the Financial Services Authority. Registered No. 1179980. Calls may be recorded. 

PRU HPB3 AD 0912

Prudential Home Insurance

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