Glazing Locks Roof and Pest Cover terms and conditions

11.16 Bedsits or properties of multipleoccupation, holiday lets,residential homes and nursinghomes are excluded.11.17 Any loss, damage, liability, costor expense of any kind causeddirectly or indirectly by war,invasion or revolution.11.18 Any loss, liability, cost or expenseof any kind caused directly orindirectly by flooding.11.19 Any loss, damage, liability, costor expense of any kind directlyor indirectly caused by, resultingfrom or in connection with any actof terrorism. For the purposes ofthis exclusion, terrorism means theuse, or threat of use, of biological,chemical and/or nuclear force orcontamination by any person(s),whether acting alone or on behalfof or in connection with anyorganisation(s) or government(s),committed for political, religious,ideological or similar purposesincluding the intention to influenceany government(s) or put anysection of the public in fear.11.20 Any loss, damage, liability, costor expense of any kind causeddirectly or indirectly by:• Ionising radiation or radioactivecontamination from any nuclearfuel or waste which results fromthe burning of nuclear fuel.• The radioactive, toxic, explosiveor other dangerous propertiesof nuclear machinery or anypart of it.11.21 Any claim or expense of anykind directly or indirectly causedby or arising out of pollution orcontamination unless caused by:• A sudden unexpected incident.• Oil or water escaping froma fixed oil or fixed waterinstallation, and which was notthe result of an intentional act,and, which occurs during anyperiod of insurance.All pollution or contamination whicharises out of one incident shall bedeemed to have occurred at thetime such incident takes place.11.22 Failure or malfunction of anysupply, system or applianceserving the home or any indirectloss or damage arising as a result.11.23 Any loss, damage, expense orliability, however it has occurred,unless it is stated as a benefitcovered under this policy.11.24 Any legal liability or indirect loss ordamage arising from the provisionof, or any delay in providing theservices to which this policyrelates, unless negligence on ourpart can be demonstrated. Wewill not pay for any indirect losseswhich result from the incident thatcaused you to claim or from theprovision or any delay in providingthe services, for example, any lossof income or earnings.11.25 The replacement of doors, doorframes or window frames. Howeverwhere the security of your homeis compromised we will make safewith your permission, for exampleby boarding.11.26 We will not be responsiblefor sourcing or replacing partsthat are no longer available ormanufactured. We will, however,secure any door or window ifthis compromises the securityof your home.12. How to make a claimFirst check the circumstances arecovered under this policy. In the caseof damage or loss caused by a breakinor vandalism you must report theincident to the police and obtain a crimereference number before you notify usof a claim. If covered under the policyyou should notify us within 48 hoursfrom the point when you identified theincident stating your policy number on:0800 294 9518 ** .If you require a security password or haveany special needs, please notify us at thetime of your call.Once the repairs are completed to your13. How to make a complaintWe will always aim to do our best, butunfortunately there may be times whenthings go wrong. If you have a complaintabout any part of your Glazing, Locks,Roof and Pest Cover please telephoneus on 0800 294 8320 * , email us at:complaints@homeassistanceuk.comor write to:Customer Relations ManagerHome Assistance UK LtdArundel HouseAmberley CourtWhitworth RoadCrawleyWest Sussex RH11 7XLWe will try to deal with the matterimmediately but if we can’t then we willkeep you regularly informed about theprogress of our investigation. If you are14. CompensationDAS Legal Expenses Insurance CompanyLimited is a member of the FinancialServices Compensation Scheme (FSCS).This provides compensation in case anymember goes out of business or intoliquidation and is unable to meet anyvalid claims against its policies. You maybe entitled to compensation if DAS Legalsatisfaction, simply sign the completedrepairer works order and we will settlethe claim within the policy limits with therepairer directly. All repair costs mustbe authorised by Home Assistance UKLimited before they are carried out seesection ‘7. What we will pay’.Whilst every effort is made to obtain thenecessary parts required to completethe repair there could be instances wheredelays are outside our control,see section ‘9.8 Delay/parts delay’.** Lines open 24 hours, 7 days a week. Your call maybe recorded and/or monitored for quality assuranceand compliance purposes.unhappy with our final response or ifwe have not been able to complete ourinvestigation within eight weeks of ourreceiving your complaint, you can referthe matter to the Financial OmbudsmanService † at:South Quay Plaza,183 Marsh Wall,London E14 9SRTelephone:0800 0234567 (for landline users)0300 1239123 (for mobile users)Or by email at:complaint.info@financial-ombudsman.org.ukWebsite: financial-ombudsman.org.uk* Lines open 9am-5pm Monday- Friday.†Using this service does not affect your statutory rights.Expenses Insurance Company Limitedcannot meet its obligations, dependingon the circumstances of the claim.Further information about thecompensation scheme can be obtainedfrom FSCS at fscs.org.uk or telephone020 7741 4100.16 17