Policy Wording

Home Insurance
 1

Important numbers
Heres a handy list of important phone numbers.

Customer Service Line 0800 0726 350

For any general enquires or if you wish to cancel your policy.

Home Insurance Claims Helpline 0800 072 7161

If you need you need to make a claim.
Please have your policy number handy when you call. You can find
this on your Statement of Fact and Policy Schedule.

Home Emergency Claims Helpline 01384 884 069

Open 24 hours a day, 7 days a week.
Please have your policy number handy when you call.

Family Legal Protection Claims Helpline 01384 377 000

Open 24 hours a day, 7 days a week.
Please have your policy number handy
when you call.

Tax Claims Helpline 01384 377 000

Tax Advice Helpline 01455 852 034
Identity Theft Claims and Advice Helpline 01384 397 757
(Monday to Friday 09:00 17:00 excluding Bank Holidays)

Don't forget you can make changes or update your policy or notify a claim at any time via
your Littlewoods Home Insurance account which you can find by visiting
www.littlewoods.com/homeinsurance.

Calls to 0800 numbers are normally free of charge from landlines but charges may
apply from mobile phones. Calls to standard geographic numbers are typically charged
upto 10p per minute; calls from mobiles are charged between 10p and 40p per minute.
Check with your phone provider for details.
 2

Welcome to Littlewoods Home Insurance

Thank you for choosing Littlewoods Home Insurance.

This document will tell you all you need to know about your policy including what's
covered and how to make a claim or update your policy.
Our aim is to provide you with peace of mind when it comes to your home insurance
needs and to make your insurance cover clear and easy to understand.
You should read this policy booklet along with your Policy Schedule and Statement of
Fact as together they give you full details about the cover you have chosen.
If you have any questions about your Policy Documents, if any details are incorrect on
any of the documentation you have received, or if you wish to make a change to your
policy, please call 0800 0726 350 or visit www.littlewoods.com/homeinsurance.

You can also request a large print, braille or audio version

of this document if you need it.
Who does what
Home Insurance Family Legal Protection
Home Insurance is underwritten by Royal & Family Legal Protection is underwritten by UK
Sun Alliance Insurance plc. General Insurance Limited on behalf of Great
Sales and claims are administered by Direct Lakes Reinsurance (UK) SE.
Group Limited. Claims are administered by Legal Insurance
Management Limited.
Home Emergency
Sales are administered by Direct Group
Home Emergency is underwritten by UK
Limited.
General Insurance Limited on behalf of Great
Lakes Reinsurance (UK) SE.
Claims are administered by Legal Insurance
Management Limited.
Sales are administered by Direct Group
Limited.
 3

Contents

About your policy Page 4

What to do if you have a complaint Page 5

How to make a claim Page 8

The insurance contract Page 10

Words with special meanings Page 11

Policy and claims conditions and exclusions Page 14

Conditions and exclusions Page 14
Cancelling the policy Page 15
Claims conditions Page 18
Policy exclusions Page 20

Buildings Page 22
Optional cover - Accidental Damage to Buildings Page 27

Contents Page 30
Optional cover - Accidental Damage to Contents Page 33
Optional Cover Personal Belongings, Money and Credit Page 37
Cards

Optional cover - Home Emergency Page 41

Optional cover - Family Legal Protection Page 55

How we use your information Page 73

 4

About Your Policy

Understanding and using your policy

This section About your policy does not form part of the legal contract
between you and us. It includes information which will help you to
understand and use your policy.
Insurance policies can be difficult to understand so we have tried to make
this policy easy to read.
Some words have a special meaning in your policy and these are listed and
explained on pages 11 to 13, 43 to 44 and 53 to 54 Words with special
meanings. From now on whenever a word with a special meaning is used
it will be printed in bold type.
Your policy is in two parts the policy wording Remember to keep your sums insured (which
and the schedule. are shown on your schedule) up to date.
The policy wording explains what is and what is If you have selected buildings insurance, you
not covered under your policy, how claims are should increase your sum insured if you
submitted and settled as well as other important extend or make improvements to your
information. home, such as installing double glazing,
The schedule explains which sections of the policy adding a fitted kitchen or conservatory.
wording are applicable, the limits to the cover If you have selected contents and personal
provided and the insurance premium. Please keep belongings insurance, your cover is for
your schedule with the policy wording. replacement as new. Remember to keep
We will send you a new schedule whenever you your sums insured up to date when you buy
or we make a change to your insurance and each new items. Items such as jewellery, articles of
year before renewal in order for you to check that precious metal, clocks, watches, paintings,
the cover still meets your needs and works of art, antiques and stamp, medal and
circumstances. coin collections often change in value. These
changes are not reflected in the indices used
Once you have received your policy for inflation protection and you should make
documentation you will have 14 days to make certain that these items are insured for the
sure the cover is exactly what you need. If it isnt, correct amount at all times.
you can send back your documents and request
any necessary changes. Alternatively, you can If you have any questions please contact us
request cancellation of the policy and you will on 0800 0726 350.
receive a full refund of the premium, as long as
you havent made a claim in the insurance period.

What to do if you have a complaint
It is the intention to give you the best possible service but if you do have any questions or
concerns about this insurance Policy or the handling of a claim, you should follow the
Complaints Procedure set out below:
Our Commitment to You
1 We will make sure all the information we
provide you with is clear, fair and accurate.
2 We will always try to be fair and reasonable
whenever you need the protection of this
policy.
3 We will also act promptly to provide that
protection.
5
If things should go wrong
Whilst we will make every effort to
maintain the highest standards, we
recognise that there may be some
occasions when we fail to satisfy the
particular requirements of our customers.
We therefore have in place procedures to
investigate and remedy any area of
concern or complaint. In such
circumstances we promise:
1 To acknowledge a formal complaint
within 5 working days or less.
2 To have the issues reviewed by a
person of appropriate seniority and
authority.
3 To identify the person managing your
complaint in our original letter of
response.
4 To respond fully to your concern or
complaint within a maximum of 8
weeks. If for any reason this is not
possible, we will write to you promptly
to explain why we have been unable to
finalise the matter quickly. We will
also let you know when we will contact
you again.
 6

Complaints regarding the policy Complaints regarding claims

In this section we and us and our, means from If you have a complaint about a claim,
whom you purchased this insurance as specified contact our claims helpline first on 0800
on your policy documents. If you are not happy 0727 161.
with any aspect of our service, we will aim to We will try to resolve your complaint by
resolve the issue as quickly as possible. We have the end of the next business day. If we are
the following complaints procedure which you unable to do this, we will write to you
can follow if you are dissatisfied with the service within 5 working days to either:
you have received from us:
1 Tell you what we have done to resolve
We need to know the nature of your complaint.
the problem; or
You can do this by contacting us in writing:
2 Acknowledge your complaint and let
Direct Group Customer Relations
you know when you can expect a full
PO Box 1193
response.
Doncaster
DN1 9PW You can also contact us in writing:
By email to: Direct Group Customer Relations
customer.relations@directgroup.co.uk PO Box 1193
By telephone: Doncaster
0800 0726 350 DN1 9PW
By email to:
Complaints regarding Home
customer.relations@directgroup.co.uk
Emergency or Family Legal
By telephone:
Protection 0800 0727 161
If you have a complaint with any aspect of the
We will always aim to resolve your
service(s), you can contact us by phone, email or
complaint within eight weeks of its
in writing. Please quote your policy number in any
receipt. If we are unable to do this we
correspondence so we can provide a quick and
will give you the reasons for the delay and
efficient response.
indicate when we will be able to provide a
The Managing Director final response. If for any reason you
Legal Insurance Management Ltd remain dissatisfied with our final
1 Hagley Court North response, you should escalate the matter
The Waterfront to the Financial Ombudsman Service (FOS)
Brierley Hill as outlined on page 7.
West Midlands
DY5 1XF
By email to: claims@legalim.co.uk
By telephone: 01384 377000.
If you cannot settle your complaint with us, you
may be entitled to refer it to the Financial
Ombudsman Service (FOS). Please refer to the
Contact the Financial Ombudsman Service
section on page 7 for further details on when and
how to do this.

Contact the Financial
Ombudsman Service (FOS)
You can ask the Financial Ombudsman
Service to review your complaint if for any
reason you are still dissatisfied with our final
response, or if we have not issued our final
response within eight weeks from you first
raising the complaint.
You can contact the Financial Ombudsman
Service (FOS) at the address below, however
they will only consider Your complaint once
you have tried to resolve it with us first.
Financial Ombudsman Service
Exchange Tower
London
E14 9SR
The Financial Ombudsman Service can also
be contacted by telephone on:
0800 023 4567
See website at:
http://www.financialombudsman.org.uk
Following this complaints procedure does not
affect Your right to take legal proceedings.
Regulatory information
Shop Direct Finance Company Limited is
Registered in England No.4660974.
Registered office: Aintree Innovation Centre,
Park Lane, Netherton, Bootle, L30 1SL.
Authorised and regulated by the Financial
Conduct Authority.
Littlewoods Home Insurance is sold and
administered by Direct Group Limited. Direct
Group is authorised and regulated by the
Financial Conduct Authority. Registered No.
2461657. Registered Office: Quay Point,
Lakeside Boulevard, Doncaster, South
Yorkshire, DN4 5PL.
7
Home Insurance policies are underwritten by
Royal & Sun Alliance Insurance plc (No. 93792).
Registered in England and Wales at St. Marks
Court, Chart Way, Horsham, West Sussex, RH12
1XL. Authorised by the Prudential Regulation
Authority and regulated by the Financial Conduct
Authority and the Prudential Regulation
Authority.
Home Emergency and Family Legal
Protection policies are administered by Legal
Insurance Management Limited and
underwritten by UK General Insurance Ltd on
behalf of Great Lakes Reinsurance (UK) SE,
Registered in England No.SE000083.
Registered Office: Plantation Place, 30
Fenchurch Street, London EC3M 3AJ. UK
General Insurance Limited and Legal
Insurance Management are authorised and
regulated by the Financial Conduct Authority.
Great Lakes Reinsurance (UK) SE is
authorised by the Prudential Regulation
Authority and regulated by the Financial
Conduct Authority and the Prudential
Regulation Authority. This can be checked on
the Financial Services Register at
www.fca.org.uk/firms/systems-
reporting/register or by calling them on 0800
111 6768.
All companies can be checked on the Financial
Services Register at www.fca.org.uk/register or
by contacting the Financial Services Authority on
0800 111 6768, or the Prudential Regulation
Authority on 020 7601 4878.
Royal & Sun Alliance Insurance plc is covered by
the Financial Services Compensation Scheme
(FSCS). You may be entitled to compensation
from the scheme, if they cannot meet their
obligations. This depends on the type of business
and the circumstances of the claim. Most
insurance contracts are covered for 90% of the
claim. You can get more information about
compensation scheme arrangements from the
FSCS (www.fscs.org.uk) or telephone 0800 678
1100 or 020 7741 4100.
 8

How to make a claim

Claims procedure & conditions for claims

If you need to make a claim, what you need most of all is speedy,
professional, practical help. That is exactly what we provide.
Should you suffer loss or damage you should take any immediate
action you think is necessary to protect your property and belongings
from further damage, such as switching off the gas, electricity or water.
If you wish to make a claim please contact:
Important Note
Direct Group Claims Department
If you do need to make a claim under this policy,
PO Box 800
you must do the following:
Halifax
HX1 9ET a Provide Us with full details of Your claim as
soon as possible after the event and always
Telephone: within 30 days.
0800 0727 161
b Immediately notify the Police following loss or
Email: damage by theft or attempted theft and
theclaimsteam@directgroup.co.uk obtain a Crime Reference Number.
Please have your policy number handy when c Take all steps necessary to reduce further
you call. While most claims can be agreed loss, damage or injury.
over the phone, there may be times when we d Provide us with all information and evidence,
will ask you to complete a claim form and including written estimates and proof of
provide us with further information and/or ownership and value that we may request.
we may wish to arrange a visit and e Do not under any circumstances effect full
inspection. repairs without our prior consent.
To help us deal with your claim quickly, f Under no circumstances admit, negotiate or
please read this policy booklet carefully, settle any claim without our permission in
particularly the Claims conditions and Policy writing.
exclusions on pages 14 to 21.
On receipt of a notification of a claim, we may do
If you have included Home Emergency or the following:
Family Legal Protection cover with your a Enter any building following loss or damage.
policy, see your policy schedule, details of
b Negotiate, defend or settle any claim made
how to make a claim can be found on pages
against you.
52 and 53.
c Prosecute in your name for our benefit, any
other person in respect of any claim we may
have to pay.
d Appoint a loss adjuster to handle the claim on
our behalf.

Preferred Suppliers
We take pride in the claims service we offer
to our customers. Our philosophy is to repair
or replace lost or damaged property, where
we consider it appropriate, and we have
developed a network of repairers and
product suppliers dedicated to providing
claim solutions.
Where we can offer repair or replacement
through a preferred supplier but we agree to
pay our customer a cash settlement, then
payment will normally not exceed the
amount we would have paid our preferred
supplier.
9
No Claims discount
This part of the policy explains how No
Claims Discount works and only applies if No
Claims Discount is shown on your schedule.
If no incident occurs during the insurance
period which results in a claim under
Buildings, Contents or Personal Belongings,
your No Claims Discount will increase in line
with our scale at the renewal of the policy.
For each incident that occurs during the
insurance period which result in a claim
under the Buildings, Contents or Personal
Belongings, your No Claim Discount may
reduce in line with our scale at the renewal
of the policy.
You cannot transfer your No Claims Discount
to anyone else.

The Insurance Contract
This policy is a legal contract between you and us. The policy wording
and schedule make one document and must be read together. Please
keep them together.
The contract is based on the information you
gave us when you applied for the insurance.
Our part of the contract is that we will
provide the cover set out in this policy
wording:
for those sections which are shown on
your policy schedule;
for the insurance period set out on the
same schedule.
Your part of the contract is:
you must pay the premium as shown on
your schedule for each insurance period;
you must comply with all the conditions
set out in this policy.
If you do not meet your part of the contract,
we may turn down a claim, increase the
premium or you may find that you do not
have any cover.
Under the laws of the United Kingdom
(England, Scotland, Wales and Northern
Ireland) both you and we may choose the
law which applies to this contract, to the
extent permitted by those laws. Unless you
and we agree otherwise, we have agreed
with you that the law which applies to this
contract is the law which applies to the part
of the United Kingdom in which you live.
The language used in this policy and any
communications relating to it will be in
English.
10
We and you have agreed that any legal
proceedings between you and us in
connection with this contract will only take
place in the courts of the part of the United
Kingdom in which you live. This policy has
been issued by Royal & Sun Alliance
Insurance plc in the United Kingdom.
Renewing your policy
At least 21 days before each renewal date,
we will tell you the premium and terms and
conditions that will apply for the following
year. If you wish to change or cancel the
cover then please tell us before the renewal
date.
If you pay by direct debit, we will renew the
policy automatically and continue collecting
monthly premiums unless you notify us that
you wish to cancel the policy. For payments
by credit or debit card or payment on
account we will renew the policy and collect
the annual premium unless you notify us that
you wish to cancel the policy.
You will have 14 days to cancel the policy
after the renewal date and receive a refund
of any premiums paid, as described in
Cancelling the policy section on page 16.
 11

Words with Special Meanings

This part of the policy sets out the words which have a special
meaning. Each word is listed with the meaning explained below it and
is printed in bold type whenever it appears in the policy.
There are other words with special meanings listed under the Home
Emergency and Family Legal Protection sections on pages 43 to 44, and
53 to 54 respectively. Your schedule will show you if you are insured
under this section. If you are, you should also refer to these pages.

Accidental Damage Contents

Sudden, unexpected and visible damage
which has not been caused on purpose.
Buildings
The home, fixtures and fittings, patios, paved
terraces, footpaths, garden ponds, statues and
fountains permanently fixed into the ground,
drives, walls, fences, hedges and gates.
Buildings does not include aerials and
satellite receiving equipment.
Clerical business Equipment
Computer, telecommunication and office
equipment, office furniture and stationery,
owned by your family or your familys
responsibility under contract.
Clerical business equipment does not include
business stock or business money or credit
cards and no cover is provided for:
the cost of replacing paper records,
except for their value as stationery;
and/or
any loss or erasure of, or any damage,
distortion or corruption to records, data,
programs and software.
Company/our/us/we
Royal & Sun Alliance Insurance plc.
Household goods, high risk items, personal
documents, personal belongings, clerical
business equipment, money and credit cards
all owned by your family or your familys
responsibility under contract.
Visitors personal belongings in your home.
Contents does not include:
motor vehicles and childrens motor vehicles
whether licensed for road use or not (other
than motorised or electric wheelchairs),
mechanically propelled or assisted vehicles
(other than garden machinery and pedestrian
controlled vehicles), aircraft, trains and boats
(other than models),motorised pedal cycles,
gliders, hang gliders, wetbikes, hovercraft and
other mechanically propelled or assisted
watercraft, caravans, trailers or parts or
accessories for any of them whether attached
or detached, other than removable
entertainment equipment while removed;
animals;
anything used for trade, professional or
business purposes except clerical business
equipment;
fixtures and fittings.
pedal cycles
trees, shrubs and plants

Credit Cards
Credit, debit, charge or cash dispenser cards,
all issued in the British Isles, owned by your
family or your familys responsibility under
contract.
Credit cards does not include:
Store loyalty cards or credit cards used or
held for any trade, professional or
business purposes;
Excess
The first part of any claim which you must
pay. The excess will be the total of the
compulsory excess and any additional
voluntary excess as detailed in your Policy
Schedule.
Heave
Upward and/or lateral movement of the site
on which your buildings stand caused by
swelling of the ground.
Home
The house or flat at the address shown on
your schedule, used for domestic and clerical
business purposes only. Excluding garages,
greenhouses, outbuildings and gardens.
Insurance period
The period shown on your schedule and any
further period for which you have paid or
have agreed to pay and we have accepted or
have agreed to accept your premium.
Landslip
Downward movement of sloping ground.
Money
Current bank notes and coins, stamps,
cheques, electronic cash pre-payment cards,
savings certificates, gift tokens, postal and
money orders, phone cards or vouchers,
travellers cheques, premium bonds, parking,
luncheon, retail vouchers and season or
travel tickets, owned by your family or your
familys responsibility under contract.
12
Money does not include:
- promotional vouchers, air miles vouchers,
credit notes, store or loyalty points, lottery
tickets, scratchcards, raffle tickets and stamps
which are part of a stamp collection; or
- money used or held for any trade, professional
or business purposes.
Personal Belongings
Jewellery, watches and personal items which
your family normally wear or carry all owned by
your family or your familys responsibility under
contract.
Personal belongings does not include:
household goods and domestic appliances;
external television and satellite receiving
equipment;
motor vehicles and childrens motor vehicles
whether licensed for road use or not (other
than motorised or electric wheelchairs),
mechanically propelled or assisted vehicles,
aircraft, trains and boats (other than models),
motorised pedal cycles, gliders, hang-gliders,
wetbikes, hovercraft and other mechanically
propelled or assisted watercraft, caravans,
trailers or parts or accessories for any of them
whether attached or detached, other than
removable entertainment equipment while
removed;
animals;
money, credit cards, securities and
documents of any kind;
anything used for any trade, professional or
business purposes (other than portable
computer equipment and mobile phones);
china, glass, pottery and any other items of a
similar nature which are fragile.
pedal cycles.

Policyholder/you/your
The person(s) named as policyholder on your
schedule.
Policy Schedule/Schedule
The document which shows details of you
and this insurance and is attached to and
forms part of this policy.
Subsidence
Downward movement of the site on which
your buildings stand by a cause other than
the weight of the buildings themselves.
Unoccupied
When your home has not been lived in by
your family or by anyone who has your
permission, for more than 60 days in a row.
Lived in means slept in frequently.
Us/we/company/our
Royal & Sun Alliance Insurance plc.
13
Wheelchairs
Any wheelchair or similar electric scooter
specifically designed for the disabled or
infirm and which does not legally require to
be licensed for road use.
You/your/policyholder
The person(s) named as policyholder on your
schedule.
Your family
You or any of the following people providing
they normally live with you:
your husband, wife or partner;
children (including foster children);
your relatives;
your domestic employees.
 14

Conditions and Exclusions

Policy Conditions
These are the conditions of the insurance you and your family will need
to meet as your part of this contract. There are other conditions of
insurance applicable to the Home Emergency section on pages 49 to 50
and the Family Legal Protection section on pages 66 to 69. If you do not
meet these conditions, a claim may be rejected or payment could be
reduced. In some circumstances your policy might be invalid.
Taking care Changes in your circumstances continued
Your family must take all reasonable steps to any increase in the value of your contents or
avoid incurring liability and prevent loss or the rebuilding cost of your buildings.
damage to everything which is covered by this We may re-assess your cover and premiums
insurance and to keep all the property insured in when we are told about changes in your
good condition and in good repair. circumstances. In addition you may incur a fee to
Changes in your circumstances cover the administration cost of amending your
Using the contact details on the front of your insurance. The specific charge will be detailed in
schedule, you must tell us as soon as possible but your policy schedule.
always within 30 days about any of the following If you do not tell us about changes or give us
changes: incorrect information, the wrong terms may be
you are going to move home permanently; quoted, we will be entitled to reject payment of
someone other than your family is going to a claim or a payment could be reduced. In some
live in your home; circumstances your policy might be invalid, and
your home is going to be used for short you may not be entitled to a refund of premium.
periods each week or as a holiday home; Fraud
your home is going to be unoccupied for more If dishonesty or exaggeration is used by you,
than 60 days in a row; your family or anyone acting on behalf of you or
work is to be done on your home which is not your family to obtain:
routine repair, maintenance or decoration for a claims payment under your policy; or
example, any structural alteration or extension
to your home; cover for which you do not qualify; or
the number of bedrooms in your home has cover at a reduced premium;
changed; all benefits under this policy will be lost, the
you or any member of your family has policy may be invalid, you may not be entitled to
received a conviction for any offence except a refund of premium and legal action may be
for minor driving offences; taken against you.
any part of your home is going to be used
for any trade, professional or business use Transferring your interest in the policy
other than purely clerical business use which You cannot transfer your interest in this
does not involve staff, visitors or stock; policy to anyone else without our written
permission.
 15

Cancelling the policy

If you wish to cancel your policy please contact us by telephone using
the contact details shown on your schedule. If you cancel the policy
you may be entitled to a refund of premium provided that no claim has
been made during the current insurance period.
In addition to the premiums charged for your insurance policy you may
incur a fee to cover the administration cost of cancelling or amending
your insurance. The specific charge will be detailed in your policy
schedule.

Cancellation by you within the
first 14 days
If you cancel the policy within 14 days of the
date you receive your policy documents, we
will refund the premium in full provided no
claim has been made during the current
insurance period.
Cancellation by you after the first
14 days
If you cancel the policy after 14 days of the
date you receive your policy documents, we
will refund the premium on a pro-rata basis,
provided no claim has been made during the
current insurance period.
16
When we cancel your policy
Please also refer to the Fraud condition of
this policy and to the Changes in
Circumstances condition both on page 14 of
this policy.
We may also cancel the policy where we
have identified serious grounds, such as:
failure to provide us with information we
have requested that is directly relevant to
the cover provided under this policy or
any claim
the use of threat violence or aggressive
behaviour against our staff, contractors or
property
the use of foul or abusive language
nuisance or disruptive behaviour
we will contact you at your last known
address and, where possible, seek an
opportunity to resolve the matter with you.
Where a solution cannot be agreed between
us, we may cancel the policy by giving you 14
days notice.
This will not affect your right to make a claim
for any event that happened before the
cancellation date. If we cancel the policy we
will refund premiums already paid for the
remainder of the current insurance period,
provided no claim has been made during the
current insurance period.
We also reserve the right to terminate the
policy in the event that there is a default in
instalment payments due under any linked
loan agreement, by giving you 14 days notice
at your last known address.
If you want to cancel your linked loan
agreement but not your policy, you must
contact us at the address given on the front
of your schedule. We can then tell you how
much you will have to pay for the rest of the
insurance period. If this amount is not paid
by the date given in our reply to you, then all
cover under your policy will be cancelled
from this date.
 17

Financial sanctions Other conditions

We will not provide any cover or be liable to There are other conditions which relate to
provide any indemnity, payment or other any claim you may make and these are
benefit under this policy where doing so shown on page 18 Claims conditions. You
would breach any prohibition or restriction should also refer to any conditions shown
imposed by law or regulation. under individual sections of your policy.
If any such prohibition or restriction takes
effect during the insurance period we may
cancel this policy immediately by giving you
written notice at your last known address. If
we cancel the policy we will refund any
premium already paid on a pro-rata basis,
provided no claims have been paid or are
outstanding.
 18

Claims conditions
These are the claims conditions you and your family will need to keep
to as your part of this contract.
If you do not, a claim may be rejected or payment could be reduced. In
some circumstances your policy might be invalid.
If anything happens which might lead to a claim, what you must do
depends on what has happened.
The sooner you tell us the better. In some cases, there are other
people you must contact first.
When an incident occurs which may result in a claim, you must also
read the information on How to make a claim on page 8.
You should also check the information on How we settle claims under
the section of your policy which covers the loss or damage, e.g.
Buildings, Contents or Personal Belongings.

What you must do You should do all we reasonably ask you to

If you or your family are the victims of theft,
riot, a malicious act or vandalism, or if you
have an insured loss away from your home,
you must notify the police immediately upon
discovery and obtain a crime reference
number before contacting us soon after, or in
case of riot tell us immediately.
If someone is holding any of your family
responsible for an injury or any damage, no
one in your family must admit responsibility.
Give us full details in writing as soon as you
can and any claim form, application notice,
legal document or other correspondence
sent to your family must be sent to us
straightaway unanswered.
For all other claims, tell us as soon as you
can.
do to get back any lost or stolen property.
Do not throw away any damaged items
before we have had a chance to see them, or
carry out any non-emergency repairs before
we have had a chance to inspect them.
To help us deal with your claim quickly, we
may require additional information which
may include the following:
original purchase receipts, invoices,
instruction booklets or photographs;
purchase dates of lost or damaged items;
for damaged items, confirmation by a
suitably qualified expert that the item you
are claiming for is beyond repair.
 19

Rights and responsibilities Other insurance

We may need to get into a building that has If you claim under this policy for something
been damaged to salvage anything we can which is also covered by another insurance
and to reduce the possibility of any further policy, you must provide us with full details
damage occurring. You must help us to do of the other insurance policy. We will only
this but you must not abandon your property pay our share of any claim.
to us.
You must not settle, reject, negotiate or offer
to pay any claim you have made or intend to
make under this policy without our written
permission. We have the right, if we choose,
in your name but at our expense to:
take over the defence or settlement of
any claim;
start legal action to get compensation
from anyone else;
start legal action to get back from anyone
else any payments that have already been
made.
You must provide us at your expense, with
any information and assistance we may
reasonably require about any claim. You
must help us to take legal action against
anyone or help us defend any legal action if
we ask you to.
When you call us, at our option we will:
ask you to get estimates for building
repairs or replacement items; or
arrange for the damage to be inspected
by one of our Claims Advisors or an
independent loss adjuster or other expert
their aim is to help us agree a fair
settlement with you; or
arrange for the repair or a replacement as
quickly as possible.

Policy exclusions
These exclusions apply to all the sections of your policy.
This insurance does not cover:
Radioactive contamination
Any expense, legal liability or any loss or
damage to property directly or indirectly
caused by or contributed to by:
ionising radiation or radioactive
contamination from any nuclear fuel or
waste which results from the burning of
nuclear fuel; or
the radioactive, toxic, explosive or other
dangerous properties of nuclear
machinery or any part of it.
Date change and computer
viruses
Any direct or indirect loss or damage caused:
to equipment by its failing correctly to
recognise data representing a date in such
a way that it does not work properly or at
all; or
by computer viruses.
Legal expenses, legal benefits and /or liability
arising directly or indirectly from:
equipment failing correctly to recognise
data representing a date in such a way
that it does not work properly or at all; or
computer viruses;
but any claim for legal expenses/benefits to
pursue compensation for personal injury is
not excluded.
For the purposes of this exclusion:
Equipment includes computers and anything
else insured by this policy which has a
microchip in it.
20
Computers include hardware, software, data,
electronic data processing equipment and
other computing and electronic equipment
linked to a computer. Microchips include
integrated circuits and microcontrollers.
Computer viruses include any program or
software which prevents any operating
system, computer program or software
working properly or at all.
War risks
Any loss, damage, liability, cost or expense of
any kind caused directly or indirectly by war,
invasion or revolution.
Sonic bangs
Any loss, damage, liability, cost or expense of
any kind caused directly or indirectly by
pressure waves from aircraft.
Pollution or contamination
Any claim or expense of any kind directly or
indirectly caused by or arising out of
pollution or contamination unless caused by:
a sudden unexpected incident, or
oil or water escaping from a fixed oil or
fixed water installation,
and which was not the result of an
intentional act,
and, which occurs during any insurance
period.
All pollution or contamination which arises
out of one incident shall be deemed to have
occurred at the time such incident takes
place.
 21

Rot Wear and tear

Any loss, damage, liability, cost or expense of Any loss, damage, liability cost or expense of
any kind caused by rot whether or not this is any kind directly or indirectly caused by or
caused directly or indirectly by any other resulting from wear and tear, depreciation,
cover included in this insurance. corrosion, rusting, damp, insects, vermin,
fungus, condensation, fading, frost or
Existing and deliberate damage
anything that happens gradually, the process
Any loss, damage, liability, cost or expense of of cleaning, dyeing, repair, alteration,
any kind occurring, or arising from an event renovation or restoration.
occurring, before the insurance period starts
or caused deliberately by your family. Defective construction or design
Any loss, damage, liability, cost or expense of
Terrorism
any kind caused by or resulting from poor or
Any loss, damage, liability, cost or expense of faulty design, workmanship or materials.
any kind directly or indirectly caused by,
resulting from or in connection with any act
of terrorism.
For the purposes of this exclusion, terrorism
means the use, or threat of use, of biological,
chemical and/or nuclear force or
contamination by any person(s), whether
acting alone or on behalf of or in connection
with any organisation(s) or government(s),
committed for political, religious, ideological
or similar purposes including the intention to
influence any government(s) or put any
section of the public in fear.

Buildings
This part of the policy sets out the cover we provide for your buildings,
unless your schedule states No cover.
What is covered
Damage to your buildings caused by the following:
1 Fire, lightning, explosion, earthquake or
smoke.
2 Storm or flood.
3 Freezing of water in fixed water or fixed
heating systems.
Water escaping from washing machines,
dishwashers, fixed water or fixed heating
systems.
4 Oil escaping from a fixed heating systems.
5 Riot, civil commotion.
6 Malicious acts or vandalism.
22
What is not covered
The excess.
Damage by smoke from air pollution.
The excess.
Damage by frost.
Damage to fences, hedges or gates.
Damage caused by a rise in the water table
(the level below which the ground is
completely saturated with water).
The excess.
Damage to the appliance or system which the
water escapes from unless freezing causes
the damage.
Damage while your home is unoccupied.
Damage by sulphate reacting with any
materials from which your home is built.
Damage by water escaping which results in
subsidence, movement, settlement or
shrinkage of any part of your buildings or of
the land belonging to your buildings.
The excess.
Damage to the appliance or system which the
oil escapes from.
Damage while your home is unoccupied.
The excess.
The excess.
Damage while your home is unoccupied.
Damage when your home is lent, let or sub-
let to anyone other than your family unless
force and violence has been used to get into
or out of your home.

What is covered
7 Theft or attempted theft.
8 Subsidence or heave of the site on which
your buildings stand or of land belonging to
your buildings, or landslip.
9 Falling trees or branches.
10 Falling aerials or satellite receiving
equipment, their fittings or masts.
11 Impact involving vehicles, aircraft or
anything dropped from them, or animals.
23
What is not covered
The excess.
Damage while your home is unoccupied.
Damage when your home is lent, let or sub-
let to anyone other than your family unless
force and violence has been used to get into
or out of your home.
The subsidence, heave or landslip excess
shown on your schedule
Damage to patios, paved terraces, footpaths,
tennis courts, swimming pools, garden
ponds, statues and fountains permanently
fixed into the ground, drives, walls, fences,
hedges and gates unless your home is
damaged by the same cause and at the same
time.
Damage to solid floors or damage caused by
solid floors moving, unless the foundations of
the outside walls of your home are damaged
by the same cause and at the same time.
Damage caused by structures bedding down
or settlement of newly made up ground.
Damage caused by the coast or a riverbank
being worn away.
Damage caused by or from demolition,
alteration or repair to your home.
Damage caused by sulphate reacting with
any materials from which your home is built.
The excess.
Damage to fences, hedges or gates.
The excess.
The excess.
Damage by pets.

What is covered
12 If your home is uninhabitable as a result
of damage to your buildings by clauses 1 - 11
we will pay:
the additional cost of similar short-term
accommodation for your family and also
for any pets living with you.
rent you would have received but have
lost including ground rent.
13 Locks and keys, Accidental loss or theft of
keys and Accidental Damage to the locks of
external doors to your home. We will pay for
the replacement of the lock mechanism or
we will change the locks.
24
What is not covered
Any costs your family would have to pay
once your home becomes habitable again.
Any costs you agree to pay without our
written permission.
The cost of alternative accommodation for
anyone who is not a member of your family.
Any costs arising from damage by any cover
listed elsewhere in the Buildings section and
which is specifically excluded under that
cover.
Any amount exceeding the limit shown on
your schedule.
The first 25 of each loss or damage.
Any amount exceeding the limit shown on
your schedule.
Loss or damage by any process of repair or
restoration.
The cost of repairing mechanical breakdown.
 25

Legal liability
As well as insuring your buildings, we also provide the following cover.

What is covered What is not covered

14 The legal liability of your family as owner
of your buildings and land belonging to your
home, to pay damages and costs to others
which arise from any single event occurring
during the insurance period which result in:
accidental death, disease, illness or
accidental physical injury to anyone;
accidental damage to physical property.
The most we will pay is the limit shown on
your schedule plus defence costs agreed by
us in writing.
Anything owned by or the legal responsibility
of your family.
Injury, death, disease or illness to any of your
family (other than your domestic employees
who normally live with you).
Liability arising from any employment, trade,
profession or business of any of your family.
Liability accepted by any of your family
under any agreement, unless the liability
would exist without the agreement.
Liability covered by any other policy.
Liability arising from the Party Wall etc. Act
1996.

Liability for injury or damage resulting from land or buildings nearly always attaches to the
occupier, rather than the owner. If you are the owner and occupier, insurance against your
liability as occupier is not provided by the Buildings section of this policy and you should
ensure you have contents insurance which will provide you with the occupiers liability
insurance you require.

What is covered
15 Legal liabilities which result from the
ownership of any home previously occupied
by you and insured by us and which arise
because of Section 3 of the Defective
Premises Act 1972 or Section 5 of The
Defective Premises (Northern Ireland) Order
1975, as long as you do not have this cover
under another policy.
The most we will pay is the limit shown on
your schedule plus defence costs agreed by
us in writing.
26
What is not covered
Any home previously owned and occupied by
you in which you still hold legal title or have
an interest.
Any incident which happens more than 7
years after the last day of the last insurance
period in respect of any home previously
insured by us and owned and occupied by
you.
Anything owned by or the legal responsibility
of your family.
Injury, death, disease or illness to any of your
family (other than your domestic employees
who normally live with you).
Liability arising from any employment, trade,
profession or business of any of your family.
Liability accepted by any of your family
under any agreement, unless the liability
would exist without the agreement.
Liability covered by any other policy.
Liability arising from the Party Wall etc. Act
1996.

Optional cover Accidental Damage to Buildings
This part of your policy sets out the cover we provide for Accidental
damage to your Buildings, unless your schedule states No cover.
What is covered
16 Accidental breakage of drains and pipes
and accidental damage to cables and
underground tanks which are used to provide
services to or from your home, for which
your family is legally responsible. If following
a blockage, normal methods of releasing a
blockage between the main sewer and your
home are unsuccessful, we will pay the cost
of breaking into and repairing the pipe.
17 Accidental breakage of glass, ceramic
hobs or sanitary ware fixed to and forming
part of your home.
27
What is not covered
The excess.
Damage while your home is unoccupied.
Damage by gradual deterioration which has
caused an installation to reach the end of its
serviceable life.
Damage by water escaping which results in
subsidence, movement, settlement or
shrinkage of any part of your buildings or of
the land belonging to your buildings.
Damage by any cover listed elsewhere in the
Buildings section and which is specifically
excluded under that cover.
Damage caused by the coast or a riverbank
being worn away.
Damage caused by or from demolition,
alteration or repair to your home.
Damage caused by or from poor or faulty
design, workmanship or materials.
Damage caused by sulphate reacting with
any materials from which your home is built.
The excess.
Breakage while your home is unoccupied.
The replacement cost of any part of the item
other than the broken glass.

What is covered
18 Accidental damage to buildings.
28
What is not covered
The excess.
Damage while your home is unoccupied.
Damage when your home is lent, let or sub-
let to anyone other than your family.
Damage by water entering your home other
than by storm or flood.
Damage by mechanical, electrical or
electronic fault or breakdown.
Damage by or from subsidence, heave,
landslip, movement, settlement or shrinkage
of any part of your buildings or of the land
belonging to your buildings.
Damage by any cover listed elsewhere in the
Buildings section and Buildings Accidental
Damage section which is specifically excluded
under these covers.
Damage caused by the coast or a riverbank
being worn away.
Damage caused by or from demolition,
alteration or repair to your home.
Damage caused by or from poor or faulty
design, workmanship or materials.
Damage caused by sulphate reacting with
any materials from which your home is built.

How we settle claims
If you wish to claim under this section of your policy please follow the
steps detailed in the How to make a claim section (page 8). You
should also read the Claims conditions and Policy exclusions on pages
18 to 20.
How we settle claims for buildings
1 We will pay for the cost of work carried
out in repairing or replacing the damaged
parts of your buildings and agreed fees
and related costs.
The amount we will pay where repairs are
carried out will not exceed the lesser of:
The cost of the work had it been completed
by our nominated contractor or
The cost of the work based upon the most
competitive estimate or tender from your
nominated contractors.
If the repair or replacement is not carried
out, we will pay the lesser of:
The decrease in market value of your
buildings due to the damage
The cost of the work had it been completed
by our nominated contractor if the repair
work had been carried out without delay
The cost of the work based upon the most
competitive estimate or tender from your
nominated contractors if the repair work
had been carried out without delay
All building repairs carried out by our
preferred suppliers and insured under the
buildings section of this policy are
guaranteed for 12 months in respect of
quality of workmanship.
No allowance will be made for VAT when a
cash settlement is made.
29
2 Where an excess applies, this will be
taken off the amount of your claim.
3 If your buildings have not been kept in a
good state of repair or if the sum insured
at the time of the loss or damage is less
than the cost of rebuilding all your
buildings in the same way, size, style and
appearance as when they were new,
including fees and related costs, we will
pay the cost of repairing or replacing the
damaged parts of your buildings and we
will, where appropriate, take off an
amount for wear and tear.
4 The most we will pay for any one claim,
including fees and related costs, is the
amount it will cost us to repair the
damage to your buildings in the same
way, size, style and appearance as when
they were new, but not more than the
sum insured or any limits shown on your
schedule.
We will not pay for:
Loss of value resulting from repairs to or
replacement of damage to your buildings;
Replacing or changing undamaged parts of
your buildings which belong to a set or
suite or which have a common design or
use, such as a bathroom suite or fitted
kitchen units, when the damage is
restricted to a specific part or clearly
defined area.
 30

Contents
This part of the policy explains the cover we provide for the contents in
your home unless your schedule states No cover.

What is covered What is not covered

Loss or damage to contents in your home caused by the following:

1 Fire, lightning, explosion, earthquake or The excess.

smoke. Damage by smoke from air pollution.

2 Storm or flood. The excess.

Damage caused by a rise in the water table
(the level below which the ground is
completely saturated with water).

3 Water escaping from washing machines, The excess.

dishwashers, fixed water or fixed heating Loss or damage while your home is
systems. unoccupied.
Damage to the appliance or system which the
water escapes from.

4 Oil escaping from a fixed heating systems. The excess.

Loss or damage while your home is
unoccupied.
Damage to the appliance or system which the
oil escapes from.

5 Riot, civil commotion. The excess.

6 Malicious acts or vandalism. The excess.

Loss or damage while your home is
unoccupied.
Loss or damage while your home is lent, let
or sub-let to anyone other than your family
unless force and violence has been used to
get into or out of your home.

7 Theft or attempted theft using force and The excess.

violence to get into or out of your home. Loss or damage while your home is
unoccupied.

What is covered
8 Theft or attempted theft not using force
and violence to get into or out of your home.
9 Subsidence or heave of the site on which
your home stands or of land belonging to
your home or landslip.
10 Falling trees or branches.
11 Falling aerials or satellite receiving
equipment, their fittings or masts.
12 Impact involving vehicles, aircraft or
anything dropped from them, or animals.
31
What is not covered
The excess.
Loss or damage while your home is
unoccupied.
Loss or damage while your home is lent, let
or sub-let to anyone other than your family.
Loss of money.
Loss or damage while your home is used to
receive visitors or paying guests in
connection with your business.
The excess.
Loss or damage caused by solid floors moving
unless the foundations of the outside walls of
your home are damaged by the same cause
and at the same time.
Loss or damage caused by structures bedding
down or settlement of newly made up
ground.
Loss or damage caused by the coast or a
riverbank being worn away.
Loss or damage caused by or from
demolition, alteration or repair to your
home.
Loss or damage caused by or from poor or
faulty design, workmanship, or materials.
The excess.
The excess.
The excess.
Loss or damage by pets.

What is covered
13 If your home is uninhabitable as a result
of damage to your contents by clauses 1 -11,
we will pay the additional cost of similar
short term accommodation for your family
and also for any pets living with you.
14 Freezer food in your home contained in a
domestic deepfreeze cabinet is insured
against loss or physical damage caused by a
rise or fall in temperature or contamination
from refrigerant or refrigerant fumes.
32
What is not covered
Any costs your family would have to pay
once your home becomes habitable again.
Any costs you agree to pay without our
written permission.
The cost of alternative accommodation for
anyone who is not a member of your family.
Any costs arising from loss or damage by any
cover listed elsewhere in the contents
section and which is specifically excluded
under that cover.
Any amount exceeding the limit shown on
your schedule
The excess.
Any amount exceeding the limit shown on
your schedule.
Loss or damage resulting from the deliberate
act of any power supply authority or the
withholding or restricting of power of power
by such an authority.

Optional cover Accidental Damage to Contents
This part of your policy sets out the cover we provide for Accidental
damage to your Contents, unless your schedule states No cover.
What is covered
15 Accidental breakage of mirrors, ceramic
hobs in free-standing cookers or glass which
forms part of your furniture.
16 Accidental loss of metered water, liquid
petroleum gas or oil at your home.
17 Accidental damage or loss while a
professional removal firm are moving your
contents from your home directly to your
new permanent home in the British Isles.
33
What is not covered
The excess.
The replacement cost of any part of the item
other than the broken glass.
Breakage while your home is lent, let or
sub-let to anyone other than your family.
The excess.
Loss or damage while your home is
unoccupied.
Loss or damage by any cover listed in the
contents section and which is specifically
excluded under that cover.
Any amount exceeding the limit shown on
your schedule.
The excess.
Loss or damage by mechanical, electrical or
electronic fault or breakdown.
Damage to china, glass, pottery or other
items of a similar nature which are fragile,
unless they have been packed by
professional packers.
Loss or damage while your contents are in
storage or being moved to or from storage.
Loss of money.
Any amount exceeding the limit shown on
your schedule.
 34
What is covered What is not covered
18 Accidental damage to your contents The excess.
while in your home. Damage to clothing.
Deterioration of food.
Damage while your home is unoccupied.
Damage when your home is lent, let or sub-
let to anyone other than your family.
Damage by water entering your home other
than by storm or flood.
Damage by mechanical, electrical or
electronic fault or breakdown.
Damage by any cover listed elsewhere in the
contents section and which is specifically
excluded under that cover.

How we settle claims
If you wish to claim under this section of your policy please follow the
steps detailed in the How to make a claim section (page 8). You
should also read the Claims conditions and Policy exclusions on pages
18 to 20.
How we settle claims for contents
1a where the damage can be economically
repaired we will pay the cost of repair.
1b where the damage cannot be
economically repaired and the damaged
or lost item can be replaced, we will
replace it. If a replacement is not available
we will replace it with an item of similar
quality.
1c where we are unable economically to
repair or replace an item with an item of
similar quality, we will agree a cash
payment with you based on the
replacement value.
1d where we can offer repair or replacement
through a preferred supplier, but instead
you request and we agree to pay a cash
settlement, then the amount will not
normally exceed what we would have
paid our preferred supplier.
35
2 We will not pay the cost of replacing or
changing undamaged items or parts of
items which belong to a set or suite, or
which have a common design or use such
as suites of furniture and carpets which
are only damaged in one area, when the
loss or damage relates to a specific part or
part of an item or to a clearly defined
area.
3 We will not pay for any loss of value to
any item which we have repaired or
replaced.
4 Where an excess applies, this will be
taken off the amount of your claim.
5 If loss or damage happens and the sum
insured on your schedule is less than the
cost of replacing all your contents as new,
we will, where appropriate, take off an
amount for wear and tear from the cost of
the new item unless the item can be
economically repaired when only the cost
of the repair will be paid.
6 The most we will pay for any one claim is
the amount it will cost us to replace all
your contents as new but not more than
the sum insured or any limits shown on
your schedule.

Legal liability
As well as insuring your contents, we also provide the following cover.
What is covered
26 The legal liability of your family
as occupier of your home and its land;
as individuals;
as an employer to any of your familys
domestic employees;
to pay damages and costs to others which
arise from any single event occurring during
the insurance period which results in:
accidental death, disease, illness or
accidental physical injury to anyone;
accidental damage to physical property
The most we will pay is the limit shown on
your schedule plus defence costs agreed by
us in writing.
36
What is not covered
Anything owned by or the legal responsibility
of your family.
Injury, death, disease or illness to any of your
family (other than your domestic employees
who normally live with you).
Liability arising from an employment, trade,
profession or business of any of your family.
Liability arising from any of your family
passing on any disease or virus
Liability arising from the ownership or use of:
any motor vehicle, including childrens
vehicles (other than garden machinery or
wheelchairs), whether licensed for road
use or not;
any boat, wetbike, sand yacht, hovercraft,
aircraft or train (other than hand
propelled boats and models);
gliders, hang-gliders, caravans or trailers.
Liability accepted by any of your family
under any agreement, unless the liability
would exist without the agreement.
Liability arising from any of your family
owning land or buildings.
Liability covered by any other policy.
Injury, death disease or illness caused by any
dog described in Section 1 of the Dangerous
Dogs Act 1991 or Article 3 of the Dangerous
Dogs (Northern Ireland) Order 1991.
Liability arising from the Party Wall etc. Act
1996.

Optional cover - Personal Belongings, Money and
Credit Cards
This part of your policy sets out the cover we provide for your personal belongings,
Money and Credit Cards in or away from your home, unless your schedule states No
cover.
What is covered
Personal belongings
Loss or damage to personal belongings and
personal documents in the British Isles and
temporarily elsewhere while in the
possession of any of your family
37
What is not covered
The excess.
Loss or damage by mechanical, electrical or
electronic breakdown, delay, confiscation or
detention by customs or other official bodies.
Loss or damage caused by water entering
your home other than by storm or flood.
Theft from motor vehicles unless at the time
of the loss or damage:
someone aged 16 or over was in the
motor vehicle; or
the motor vehicle was securely locked;
and
force and violence were used to get into
the motor vehicle; and
the items stolen were out of sight in a
locked luggage boot, luggage or glove
compartment.
The most we will pay for theft from an
unattended motor vehicle is the unattended
motor vehicle limit shown on your schedule.
Loss or damage in your home when your
home is unoccupied.
Loss or damage in your home by theft,
malicious acts or vandalism when your home
is:
lent, let or sub-let to anyone other than
your family;
used to receive visitors or paying guests in
connection with any business;
unless force and violence is used to get into
or out of your home.
 38

Loss by deception unless the only deception

is someone tricking their way into your
home.
Loss or damage caused by theft or attempted
theft from any unlocked hotel room.
Loss or damage after your personal
belongings or personal documents have been
outside the British Isles for a total of more
than 60 days in any insurance period.
The most we will pay for personal belongings
and personal documents that have been
taken outside the British Isles is the sum
insured shown on your schedule, but not
exceeding the overseas limit shown on your
schedule.

What is covered
Money
Loss of money in the British Isles and
temporarily elsewhere while in the
possession of any of your family
Credit Cards
Cover for losses where your card provider
charges you up to a maximum of 50 for
each claim for every card, resulting from
unauthorised transactions arising from the
use of a lost or stolen credit card.
Do not forget to inform the police and the
bank or credit card provider as soon as
possible in the event of a loss.
39
What is not covered
The excess.
Theft from motor vehicles unless at the time
of the loss or damage someone aged 16 or
over was in the motor vehicle.
Loss from your home when your home is
Unoccupied.
Loss in your home, by theft, malicious acts or
vandalism when your home is:
lent, let or sub-let to anyone other than
your family;
used to receive visitors or paying guests in
connection with any business;
unless force and violence is used to get into
or out of your home.
Loss by deception unless the only deception
is someone tricking their way into your
home.
Loss of money when you have been outside
the British Isles for a total of more than 60
days in any insurance period.
Confiscation or detention by customs or
other official bodies.
Loss of value or loss due to errors or
omissions in receipts, payments or
accountancy.
Loss of money not reported to the police
within 24 hours of discovery.
Loss which results from any authorised
cardholder not following the terms and
conditions under which the credit card was
issued.
Use of credit cards by any of your family
without the permission of any authorised
cardholder.
There is no excess payable for credit cards.
In most cases, you will only be liable for the
first 50 per credit card.

How we settle claims
If you wish to claim under this section of your policy please follow
the steps detailed in the How to make a claim section (page 8).
You should also read the Claims conditions and Policy exclusions on
pages 18 to 20.
How we settle claims for
personal belongings
1 If an item has been damaged and it can be
economically repaired we will either
arrange or authorise repair and we will
pay the cost of repair. Otherwise, we will
replace the item with a new one of similar
quality through our preferred suppliers or
at our option, we will pay the
replacement cost of a new item of similar
quality.
If we agree, at your request, not to
replace or repair an item, at our option
we will make a cash or voucher
settlement equal to the cost we would
have paid for replacement or repair
through our preferred suppliers.
2 We will not pay for any loss of value to
any item which we have repaired or
replaced.
How we settle claims for money
1 If an item has been damaged and it can be
economically repaired we will either
arrange or authorise repair and we will
pay the cost of repair. Otherwise, we will
replace the item with a new one of similar
quality through our preferred suppliers or
at our option, we will pay the
replacement cost of a new item of similar
quality.
40
3 Where an excess applies, this will be
taken off the amount of your claim.
4 The most we will pay for any one claim is
the amount it will cost us to replace all
your personal belongings and personal
documents as new but not more than
the sum insured or any limits shown on
your schedule.
Inflation protection
The sums insured and the limits shown on
your schedule for personal belongings will
be adjusted in line with a recognised index.
No extra charge will be made for any increase
until the renewal of the policy, when the
renewal premium will be based on the new
sums insured and the limits shown on your
schedule.
For your protection, we will not reduce your
sums insured or limits if the index moves
down unless you ask us to.
If we agree, at your request, not to
replace or repair an item, at our option we
will make a cash or voucher settlement
equal to the cost we would have paid for
replacement or repair through our
preferred suppliers.
2 We will not pay for any loss of value to
any item which we have repaired or
replaced.

Optional cover Home Emergency
This part of your policy sets out the cover we provide for Home Emergency, unless your
schedule states No cover.
This section of your policy is underwritten by UK General Insurance Limited on behalf of
Great Lakes Reinsurance (UK) SE.
Important notice regarding the
operation of this policy
All potential claims must be reported to the
Home Emergency Claims Helpline:
Home Emergency Claims Helpline
01384 884069
(Lines open 24 hours a day, 365 days a year)
It is very important to remember that your
Home Emergency Policy is not a service or
maintenance policy and as a property owner
it is your responsibility to ensure that you
undertake regular general maintenance of
the property and regular servicing of
appliances.
The Home Emergency Claims Helpline is only
in respect of Home Emergency Assistance
and cannot assist with any other insurance
matter.
It does not take the place of your Material
Damage Insurance which would normally be
covered under your main Home Insurance
Policy. If the situation is not an emergency
likely to cause insecurity, excessive
discomfort, risk or difficulties, you should
telephone Littlewoods Home Insurance direct
for claims assistance and advice.
41
How to arrange home emergency
assistance and make a claim
Before requesting assistance and making a
claim check that the circumstances are
covered by this insurance.
Call the Home Emergency Claims Helpline
quoting with whom your insurance was
arranged and provide details of the problem.
To ensure an accurate record of your home
emergency, your telephone conversation may
be recorded.
All requests for assistance must be made to
the Home Emergency Claims Helpline and not
to the contractors directly, otherwise any
emergency work will not be covered.
The Home Emergency Claims
Helpline will obtain a suitable contractor
provided that there are no circumstances
preventing access to the property or
otherwise making the provision of the
emergency work impossible such as adverse
weather conditions, industrial disputes or
failure of the public transport system.
The Home Emergency Claims Helpline and the
contractor will use their discretion as to when
and how the emergency work is undertaken.
 42

How to arrange assistance and If within 14 days of receipt of this policy you
make a claim continued are unhappy with any of the requirements as
stated above, please advise Littlewoods
Major emergencies which could result in Home Insurance immediately who subject to
serious damage or damage to life or limb there being no claims on this policy will
should be immediately advised to the arrange a full refund of premium less any
supply company and/or the public costs incurred.
emergency services. Gas leaks must be
immediately notified to the local gas
company.
The contractor will charge the cost of all
work covered by the insurance directly to
the insurer, but you will be asked to pay
the cost of:-
a call-out charges if there is not a
responsible person at the property
when the contractor arrives;
b any work not covered by or excluded
by this insurance;
c any additional costs incurred at your
request in fitting replacement parts or
components of a superior specification
to the original.
Please note that if you should engage the
services of a contractor prior to making
contact with the Claims Helpline Service any
costs that you incur are not covered by this
insurance.
Where it is not possible to validate your
claim at the time of initial notification, you
may be required to leave either credit or
debit card details which may be debited in
the event that the cost of the call-out and
any subsequent repairs are not covered by
this insurance.
 43

Important policy information

All potential claims must initially be reported to the Claims Helpline Service, which
operates 24 hours a day, 365 days a year.

The Emergency Claims Helpline Service

telephone number is 01384 884 069.
The address for correspondence is:
LIMemergency
1 Hagley Court North
The Waterfront
Brierley Hill
West Midlands
DY5 1XF

Tel: 01384 377000

Email: claims@limemergency.co.uk

We will pay your claim up to the claim limits

subject to the terms, conditions and
exclusions of this policy against an insured
event within the territorial limits where you
notify us during the period of insurance.

Home Emergency policy definitions
The words or expressions detailed below have the following meaning wherever they
appear printed in bold type in this policy in relation to optional Home Emergency cover.
Agent
Direct Group Limited.
Claim Limit(s)
The claim limits for the policy shall be limited
(inclusive of VAT) per claim to:
i The contractors call-out charge, the
contractors labour, parts and materials
up to 500;
ii Contribution to alternative heating
purchased or hired by the insured person
up to 50;
iii Alternative accommodation up to 300.
Computer Virus
Mean a set of corrupting, harmful, or
otherwise unauthorised instructions or
code, whether these have been
introduced maliciously or otherwise, and
multiply themselves through a computer
system or network of whatsoever nature.
Contractor
A qualified person approved and instructed
by the Home Emergency Claims Helpline
Service to undertake emergency work. (This
may include a Local Authority in the case of
Pest Infestation).
Electronic Data
Mean facts, concepts and information
stored to form useable for
communications, interpretations, or
processing by electronic or
electromechanical data processing or
44
other electronically controlled hardware,
software and other coded instructions for
the processing and manipulation of data,
or the direction and manipulation of such
hardware.
Emergency
A sudden and unforeseen situation which if
not dealt with quickly and without sensible
intervention by you would:-
i render the property unsafe or insecure; or
ii damage or cause further damage to the
property; or
iii cause excessive discomfort, risk or
difficulties for or to you.
Emergency Work
Work undertaken by the contractor to
resolve an emergency by completing a
temporary resolution or repair (or a
permanent repair where this can be done at
a similar cost) in respect of the occurrences
covered by this insurance subject to the
policy claim limits. In relation to Pests, this
shall mean the removal or control thereof.
Helpline
The Home Emergency Claims Helpline is
operated by LIMemergency.
Insured Person, You, Your
The person who has paid the premium and is
named in the schedule as the insured
person.
Schedule

Insurer
This insurance is administered by Legal
Insurance Management Limited and
underwritten by UK General Insurance Ltd on
behalf of Great Lakes Reinsurance (UK) SE,
Registered in England No.SE000083.
Registered Office: Plantation Place, 30
Fenchurch Street, London EC3M 3AJ.
UK General Insurance Limited (Registered
number: 310101) and Legal Insurance
Management Limited (Registered number:
552983) are authorised and regulated by the
Financial Conduct Authority.
Great Lakes Reinsurance (UK) SE is
authorised by the Prudential Regulation
Authority and regulated by the Financial
Conduct Authority and the Prudential
Regulation Authority.
This can be checked on the Financial Services
Register at www.fca.org.uk/register or by
contacting them on 0800 111 6768. UK
General Insurance Limited registration
number is 310101.
45
The document which shows details of you
and this insurance and is attached to and
forms part of this policy.
Service
All attempts made by us and the contractor
to rectify, repair, limit or prevent damage in
respect of the items covered by this policy
following an emergency.
Temporary Resolution or Repair
A resolution or repair which will resolve an
emergency but will need to be replaced by a
permanent repair.
Territorial Limits
The United Kingdom (meaning England,
Scotland, Northern Ireland, Wales).
We, Us, Our
UK General Insurance Limited on behalf of
Great Lakes Reinsurance (UK) SE.

Period of Insurance
The period of insurance shown in the
schedule.

Permanent Repair
Repairs or work required to permanently
resolve the reason for the emergency
occurring.

Primary Heating System

The principal central heating and hot water
systems excluding any form of solar heating
system and non-domestic central heating
boiler or source.

Property
The house or flat at the address shown on
your schedule, used for domestic and clerical
business purposes only, which is your main
residence.

Home Emergency insured events
Emergency work where one or more of the following has occurred in the property:-
Section 1 - Plumbing and Drainage
What is covered
1 Damage to or failure of the plumbing and
drainage system where internal flooding
or water damage is a likely consequence.
2 Blocked toilet.
3 Blocked external drains within the
boundaries of the property where this can
be resolved by jetting.
46
What is not covered
The replacement of water tanks, cylinders,
and central heating radiators; external
WCs; external pipes, taps and overflows
not causing internal water damage.
Blocked toilets where this has been
caused as a consequence of wilful misuse.
All public sewers, drains and pipe work
which are maintained by local utilities or
service undertakings.
Descaling and any work arising from hard
water scale deposits.
Dripping taps or systems where water is
safely escaping down a drain or the failure
of waste disposal units.
External overflows unless internal damage
is a likely consequence or the leakage of
water from swimming pool or hot tubs.
The repair of domestic appliances that are
leaking water, other than from external
fixed pipe work.

Section 2 - Internal Electricity, Gas and Water Supplies
What is covered
1 Electricity failure of at least one complete
circuit.
2 Gas leak.
3 Water supply system failure.
Section 3 - Security
What is covered
1 External window failure or damage.
2 External lock failure or damage
3 External door failure or damage
Section 4 Lost Key
What is covered
1 Loss of the only available key to the
property which cannot be replaced and
normal access cannot be obtained.
47
What is not covered
1 Repair work to or the cost of replacing
lead pipework.
2 The interruption or disconnection of
public services to the property however
caused, or the failure, breakdown or
interruption of the mains electricity or
water or gas supply system.
3 External lighting including security,
garages and outbuildings and the
replacement or adjustment of any light
bulbs.
4 Electricity supply to burglar/fire alarm
systems, CCTV surveillance, or to
swimming pools, the plumbing and
filtration system for swimming pools and
any leisure equipment.
5 Descaling and any work arising from hard
water scale deposits.
6 Photovoltaic systems.
What is not covered
1 Internal locks, doors, glass, external
garages or outbuildings.
2 Any damage caused by the contractor in
gaining access to the property.
3 Window locks.
4 Doors subject to swelling.
What is not covered
1 The loss of keys to internal doors, garages
and outbuildings.
2 Any damage caused by the contractor in
gaining access to the property.

Section 5 - Primary Heating System
What is covered
1 The primary heating system has broken
down completely.
2 A contribution towards the cost of purchase
or hire by the insured person (upon
production of an original receipt for
payment) of alternative heating sources
where these are deemed necessary given
the temperatures in the event that the
primary heating system has failed
completely and it is not possible to reinstate
the heating within a 6 hour period.
48
What is not covered
1 Boilers that are over 15 years old or over
238,000 btu net input (70 Kilowatt).
2 Lighting of boilers or the correct operation
or routine adjustment of time or
temperature controls.
3 Any form of solar heating systems.
4 Power flushing or descaling.
5 The replacement of water tanks, cylinders,
and central heating radiators.

Section 6 - Pest Infestation

What is covered What is not covered
1 Wasp nests. Where the infestation is not directly affecting
2 Hornet nests. the living areas of the property.
3 House mice.
4 Field mice.
5 Rats.
6 Cockroaches.
Section 7 - Roofing
What is covered What is not covered
Sudden and unforeseen damage to the roof Damage to flat roofs over 10 years of age.
of the property.

Section 8 - Overnight Accommodation

What is covered What is not covered
Overnight accommodation (where first agreed by
us and upon production of an official receipt)
where it has not been possible to resolve the
emergency following emergency work carried
out by the contractor and the property is
rendered uninhabitable.
Section 9 Cooking System
What is covered What is not covered
The only permanently installed cooking
system has broken down completely.

Home Emergency exclusions
We shall not be liable for costs arising from
or in connection with:-
1 circumstances known to you prior to the
commencement date of this insurance;
2 any claim which has not been accepted
under this policy;
3 any system, equipment including boilers
or facility, which has not been properly
installed or maintained in accordance with
the manufacturers instructions, or it has
been incorrectly used or modified, or has
been tampered with, or which is faulty or
inadequate as a result of any inherent or
recurring manufacture or design defect;
4 replacement or adjustment to any
decorative or cosmetic part of any
equipment;
5 garages, out-buildings, leisure equipment,
cesspits, septic tanks or fuel tanks;
6 wilful act or omission or lack of
maintenance or neglect by you;
7 claims in the 7 days immediately following
your first occupation of the property, or
claims in the 7 days immediately following
your reoccupation of the property
relating to properties where there has
been no authorised person residing for 30
consecutive days or more;
8 materials or labour charges covered by
manufacturers, suppliers or installers
guarantee or warranty;
9 any other costs or damage that are
indirectly caused by the event that led to
your claim, unless specifically stated in
this policy;
10 claims arising within the 48 hours from
the date of commencement of this
insurance unless you held equivalent
insurance immediately prior to the
commencement of this policy;
49
11 any consequences of riot, strike, lock-out,
civil commotion, labour disturbances, war,
terrorism, invasion, act of foreign enemy,
hostilities (whether war be declared or
not), civil war, rebellion, revolution,
insurrection or military or usurped power;
12 a) loss or damage to any property, or any
resulting loss or expense;
b) any claims directly or indirectly caused
by, or contributed to, by, or arising
from:-
i) ionising radiations or contamination
by radioactivity from any nuclear
fuel or from any nuclear waste from
the combustion of nuclear fuel;
ii) the radioactive, toxic, explosive or
other hazardous properties of any
nuclear assembly or nuclear
component of such assembly;
iii) pollution or contamination of any
kind whatsoever;
13 Any consequence, howsoever caused,
including but not limited to Computer
Virus in Electronic Data being lost,
destroyed, distorted, altered, or
otherwise corrupted.
14 Any direct or indirect consequence of:
Irradiation, or contamination by nuclear
material; or The radioactive, toxic,
explosive or other hazardous or
contaminating properties of any
radioactive matter; or Any device or
weapon which employs atomic or
nuclear fission or fusion or other
comparable reaction or radioactive force
or matter.
15 Any direct or indirect consequence of
terrorism as defined by the Terrorism
Act 2000 and any amending or
substituting legislation.
An act of terrorism includes any act, or
preparation in respect of action, or
 50
threat of action designed to influence
the government de jure or de facto of
any nation or any political division
thereof, or in pursuit of political,
religious, ideological, or similar purposes
to intimidate the public or a section of
the public of any nation by any person or
group(s) of persons whether acting
alone or on behalf of or in connection
with any organisation(s) or
government(s) de jure or de facto, and
which:
i. involves violence against one or
more persons; or
ii. involves damage to property; or
iii. endangers life other than that of the
person committing the action; or
iv. creates a risk to health or safety of
the public or a section of the public;
or
v. is designed to interfere with or to
disrupt an electronic system.
This policy also excludes loss, damage,
cost, or expense directly or indirectly
caused by, contributed to by, resulting
from, or arising out of or in connection
with any action in controlling,
preventing, suppressing, retaliating
against, or responding to any act of
terrorism.
16 Any direct or indirect consequence of
war, civil war, invasion, acts of foreign
enemies (whether war be declared or
not), rebellion, revolution, insurrection,
military or usurped power, or
confiscation, nationalisation, requisition,
destruction of or damage to property by
or under the order of any government,
local or public authority.

Home Emergency conditions
Alteration of Risk
You must notify Littlewoods Home Insurance
as soon as possible if there are changes that
may affect this insurance, for example:-
You change your home address
Your home detailed within the schedule is
no longer your main residence (e.g. it is
now used as a second home, a holiday
home or a let property).
We will then reassess your cover and
premium. If you do not notify us about any of
these changes we may:-
1 have charged you the incorrect premium
and or applied an incorrect cover;
2 decline your claim; or
3 declare this policy void.
Observance
Our liability to make any payment under this
policy will be conditional on you complying
with the terms and conditions of this Home
Emergency insurance.
Recovery of Costs
We may take proceedings at our own
expense in your name to recover any sums
paid under this insurance from liable third
parties.
51
Fraud
We have the right to refuse to pay a claim or
to void this insurance in its entirety if you
make a claim which is in any respect false or
fraudulent or exaggerated.
Data Protection Act 1998
The data supplied by you will only be used
for the purposes of processing your policy of
insurance, including underwriting,
administration and handling any claim which
may arise. The data supplied will not be
passed to any other parties other than those
which we have mentioned herein.
You are entitled upon the payment of an
administration fee to inspect the personal
data which we are holding about you. If you
wish to make such an inspection, you should
contact Legal Insurance Management Ltd, 1
Hagley Court North, The Waterfront, Brierley
Hill, West Midlands DY5 1XF.
We may respond to enquiries by the Police
concerning your policy in the normal course
of their investigations. Where it is necessary
to administer your policy effectively, to
protect your interests, or for fraud
prevention and detection purposes, we may
disclose data you have supplied to other
third parties such as solicitors, other insurers,
law enforcement agencies, etc.

Contracts (Rights of Third
Parties) Act 1999
Unless expressly stated nothing in this
insurance contract will create rights pursuant
to the Contracts (Rights of Third Parties) Act
1999 in favour of anyone other than the
parties to the insurance contract.
Notices
Any letter or notice concerning this insurance
will be properly issued if it is sent to the last
known address of the person intended to
receive it.
Due Care
You must take due care to maintain the
Property and its equipment in good order
and take all necessary precautions to prevent
loss, damage or the unnecessary accrual of
costs.
Where a temporary resolution or repair has
been carried out, the onus will be upon you
to carry out repairs or work to permanently
resolve the reason for the emergency
occurring. Should you fail to carry out the
permanent repair a contractor will not be
appointed to undertake any further
emergency work.
Cancellation
We hope you are happy with the cover this
Home Emergency policy provides. However,
if after reading this policy, this insurance
does not meet with your requirements,
please return it to your agent within 14 days
of receipt and we will refund your premium
provided you have not submitted a claim.
52
The insurer shall not be bound to accept renewal
of any insurance and may at any time cancel any
insurance document by sending 14 days notice
to the policyholder at their last known address.
In such circumstances, we will return the
unexpired portion of the premium for the period
of cover. You may cancel the cover at any time
but will not be entitled to the return of any of the
premium other than within the first 14 days
following receipt of the policy. We reserve the
right to cancel your policy based on evidence of
service abuse.
Claims Helpline Service
All potential claims must be reported initially to
the Claims Helpline Service for advice and
support.
Emergency Claims Helpline
Number: 01384 884 069
We will not accept responsibility if the
Helpline services fail for reasons beyond our
control.
Law
This policy shall be governed by and construed in
accordance with the Law of England and Wales
unless the insured persons habitual residence
(in the case of an individual) or central
administration and/or place of establishment is
located in Scotland in which case the law of
Scotland shall apply.
Compensation Scheme
Great Lakes Reinsurance (UK) SE is covered by
the Financial Services Compensation Scheme
(FSCS). You may be entitled to compensation
from the scheme, if it cannot meet its
obligations. This depends on the type of business
and the circumstances of the claim. Most
insurance contracts are covered for 90% of the
claim with no upper limit. You can get more
information about compensation scheme
arrangements from the FSCS or visit
www.fscs.org.uk

How to arrange assistance and make a Home
Emergency claim
1 Telephone the Home Emergency Claims
Helpline Service and provide details of the
problem.
2 To ensure an accurate record your
telephone conversation may be recorded.
3 All requests for assistance must be made
to the Claims Helpline Service and not to
the contractors direct otherwise the work
will not be covered.
4 The Home Emergency Claims Helpline will
obtain a suitable contractor provided that
the emergency work is not precluded by
adverse weather conditions, industrial
disputes (official or otherwise), failure of
the public transport system, including the
road and railway network and repairs
thereto, and any other circumstances
preventing access to the property or
otherwise making the provision of the
emergency work impossible.
5 The Home Emergency Claims Helpline and
the contractor will use their discretion as
to when and how the emergency work is
undertaken.
6 You must ensure that whilst the
contractor is at the property an
appropriate person to authorise any work
is also present.
7 Major emergencies which could result in
serious damage or damage to life or limb
should be immediately advised to the
supply company and/or the public
emergency services. Gas leaks must be
immediately notified to the local gas
company.
53
8 The contractor will charge the cost of all
emergency work covered by the
insurance directly to us.
9 You will be asked to pay the cost of:-
a) call-out charges if there is no one at
the property when the contractor
arrives or where no cover is operative
under this policy.
b) all charges in excess of the claim limits.
c) any additional costs incurred at your
request in fitting replacement parts or
components of a superior specification to
the original.
10 There may be times when replacement
parts are unavailable, delayed or are no
longer available because of circumstances
beyond our control. In the event of this
occurring we will ensure that your
property is safe and if required the
contractor will provide you with a
quotation for a suitable repair.
11 Where it is not possible to validate your
claim at the time of initial notification,
you may be required to leave either credit
or debit card details which may be
debited in the event that the cost of the
call-out and any subsequent repairs are
not covered by this insurance.

Optional cover Family Legal Protection
This part of your policy sets out the cover we provide for Family Legal
Protection, unless your schedule states No cover.
This section of your policy is underwritten by UK General Insurance
Limited on behalf of Great Lakes Reinsurance (UK) SE.
Important notice regarding the
operation of this policy. Failure
to comply with these terms could
mean that we decline to pay
your claim.
All potential legal expenses claims must
initially be reported to our appropriate
Legal Claims Notification & Advice Helplines
detailed below:-
Legal Claims Notification & Advice Helpline
0114 278 1602
(Operates 24 hours a day, 365 days a year)
This Helpline Service is only in respect of
legal issues and cannot assist with any
other insurance matter.
Tax Claims Notification Helpline Service
01384 377000
Tax Advice Helpline Service
01455 852034
Identity Theft Claims Notification & Advice
Helpline Service
01384 397757
(Operates between the hours of 09:00
17:00 Monday to Friday excluding Bank
Holidays)
This Helpline Service is only in respect of
tax or identity theft issues and cannot
assist with any other insurance matter.
Outside of these hours you should visit
www.legalim.co.uk/idtheft where you will be
able to understand what action you should
immediately take, useful contact points and
register a claim with us.
54
This is a policy where you must notify
us during the period of insurance and within
30 days of any circumstances which may give
rise to any claim under this Family Legal
Protection policy. Failure to do so could mean
that we decline to pay a claim for your legal
expenses.
If you can convince us that there are
reasonable prospects of being successful in
your claim and that it is necessary for legal
expenses to be paid we will:-
- take over the claim on your
behalf;
- appoint a specialist of our choice
to act on your behalf.
We may limit the legal expenses that
we pay under the policy where:-
1 we consider it is unlikely a sensible
settlement of your claim will be obtained;
or
2 there is insufficient prospects of obtaining
recovery of any sums claimed; or
3 the potential settlement amount of your
claim is disproportionate compared with
the time and expense incurred in pursuing
or defending your claim.
This is a 'Claims Made' policy. It only covers
claims notified to us during the period of
insurance and within 30 days of any
circumstance which may give rise to any claim.
Failure to do so could lead us to decline that
claim.
 55

Family Legal Protection policy definitions

The words or expressions detailed below have the following meaning wherever they
appear printed in bold type in this policy.

Agent Credit Reference Agency

Direct Group Limited. Equifax, Experian, and Call Credit.

Aspect Enquiry Event

An enquiry where the Inspector of Taxes
enquires into one or more aspects of the self-
assessment tax return which may involve
clarification of particular entries to detailed
consideration of whether those entries have
been treated correctly for tax purposes. It
may involve a check on the records upon
which the particular entries were based.
Authorised Professional
A solicitor, counsel, claims handler or
mediator, accountant, firm of accountants or
other appropriately qualified person
appointed and approved by us under the
terms and conditions of this policy to
represent your or an insured person's
interests.
Claim Limits
The amount we will pay in respect of any one
claim and the total amount payable within
any one period of insurance as specified
within the schedule.
Court
A court, tribunal or other competent
authority.
The initial event, act or omission which sets
off a natural and continuous sequence of
events that subsequently gives rise to a claim
for legal expenses and/or payment of a
benefit under this policy.
Home
The house or flat at the address shown on
your schedule, used for domestic and clerical
business purposes only, which is your main
residence.
Identity Theft
The misappropriation of the identity of
another person without their knowledge or
consent. These identity details are then used
to obtain goods, services or to commit
criminal activities in that persons name.
Indirect Losses
Losses or damage which is not directly
associated with the incident that caused you
to claim, unless expressly stated in this
policy.

Insured Person
a The policyholder named in the schedule.
b The policyholders husband, wife, civil
partner or partner who lives at the same
address. This does not include any
business partners or associates.
c The policyholder's children and parents,
normally resident in the home.
Insurer
This insurance is administered by Legal
Insurance Management Limited and
underwritten by UK General Insurance Ltd on
behalf of Great Lakes Reinsurance (UK) SE,
Registered in England No.SE000083.
Registered Office: Plantation Place, 30
Fenchurch Street, London EC3M 3AJ.
UK General Insurance Limited (Registered
number: 310101) and Legal Insurance
Management Limited (Registered number:
552983) are authorised and regulated by the
Financial Conduct Authority.
Great Lakes Reinsurance (UK) SE is
authorised by the Prudential Regulation
Authority and regulated by the Financial
Conduct Authority and the Prudential
Regulation Authority.
This can be checked on the Financial Services
Register at www.fca.org.uk/register or by
contacting the Financial Conduct Authority
on 0800 111 6768 or by email
consumer.queries@fca.org.uk.
Legal Expenses
Legal and accountancy fees and costs
including disbursements properly incurred by
the authorised professional, with our prior
written authority including costs incurred by
another party for which you are made liable
by Court Order, or may pay with our consent
in pursuit of a civil claim in the territorial
limits arising from an insured event. Legal
expenses will include VAT where it cannot be
recovered.
56
Legal Proceedings
When formal legal proceedings are issued
against an opponent in a Court of Law.
Payment Card
Bank, charge, cheque, credit, debit, and cash
dispenser cards.
Period of Insurance
The period of Insurance shown in the
schedule.
Policyholder, You, Your
The person who has paid the premium and is
named in the schedule as the policyholder.
Prospects of Success
At least a 51% chance of the insured
person(s) achieving a favourable outcome.
Standard Legal Expenses
The level of legal expenses that would normally
be incurred by us in using a nominated
authorised professional of our choice.
Territorial Limits
The United Kingdom (meaning England, Scotland,
Northern Ireland, Wales).
Time of Occurrence
Civil Cases - when the event occurred or
commenced whichever is the earlier.
Criminal Cases - when you or an insured person
commenced or is alleged to have commenced to
violate the criminal law in question.
We, Us, Our
UK General Insurance Limited on behalf of Great
Lakes Reinsurance (UK) SE.
 57

Family Legal Protection cover

We will pay your claim in accordance with our standard legal expenses and where
requested by you any other insured person up to the claim limit subject to the terms,
conditions and exclusions of this policy, against legal expenses arising from an insured
event within the territorial limits where you notify us during the period of insurance
and within 30 days of the time of occurrence of the event.

Family Legal Protection insured events
Section 1 - Personal Injury
What is covered
Pursuing a civil claim for damages in respect
of death of or bodily injury to an insured
person caused by negligence.
58
What is not covered
Excluding:-
1 any claim involving medical or clinical
negligence, or pharmaceutical or any related
claims (including but not limited to tobacco
products);
2 any claim arising from a stress or
psychological related condition;
3 any claim relating to the extended use of
artificial tanning equipment;
4 a claim falling within the jurisdiction of a small
claims court.

Section 2 Consumer disputes
What is covered
Pursuing or defending claims arising out of a
contract entered into by or on behalf of an
insured person for:-
1 obtaining services;
2 the purchase, hire, hirepurchase or sale
of any personal goods.
Claims within Small Claims Court Limits
The payment of appropriate experts and
court fees together with assistance provided
by our own in-house legal advisors to
construct your case provided that the value
of the goods or services in dispute or the
total instalments due at the time of making
the claim is greater than 100.
Claims above Small Claims Court Limits
The payment of legal expenses incurred by
the authorised professional appointed by us.
59
What is not covered
Excluding: -
1 any contract entered into by an insured
person in connection with a profession,
business or trade other than for their contract
for full-time employment, but only if
employment disputes are covered by this
policy;
2 any contract where the dispute arises within
the first 90 days of the first period of
insurance unless you can provide evidence
that you had equivalent cover immediately
prior to the original inception of this policy
3 any contract under which a sum of money
was due and payable more than 180 days
before the claim was reported;
4 any contract relating to any work carried out,
in, on or for the benefit of land or buildings
other than the home;
5 any contract of insurance in so far as the
dispute is solely in respect of the sum of
money or other compensation payable under
such contract;
6 any claims relating to the planning, erection,
alteration, construction, conversion,
extension of buildings or parts of buildings;
7 any dispute with local or government
authorities.

Section 3 - Home Rights
What is covered
The pursuit of civil claims: -
1 loss or damage to:-
a) goods in the home owned by or for
which an insured person is
responsible; or
b) the home;
2 an alleged infringement of rights
appertaining to the home including but
not limited to boundary disputes and
trespassing.
60
What is not covered
Excluding: -
1 any claims relating to the planning,
erection, alteration, construction,
conversion, extension of buildings or parts
of buildings;
2 disputes with local or government
authorities;
3 disputes involving leased or rented
property, or in respect of or arising out of
any tenancy agreement;
4 compulsory purchase, confiscation,
nationalisation, requisition or destruction
of or restrictions or controls placed on, or
damage to, any property;
5 actual, planned or proposed construction,
closure, adoption or repair of roads or
bridges, or the actual, planned or
proposed construction, demolition or
adaptation of buildings, housing or other
works;
6 a dispute arising within the first 90 days of
the first period of insurance unless you
can provide evidence that you had
equivalent cover immediately prior to the
original inception of this policy without a
break in the period of cover;
7 claims relating to material damage
covered by another relevant insurance
policy;
8 mining subsidence.

Section 4 Taxation
What is covered
Legal expenses arising from or relating to an
aspect enquiry or an in-depth HM Revenue &
Customs investigation of an insured person's
personal tax affairs.
Section 5 - Employment
What is covered
A dispute with an insured person's employer
for compensation or reinstatement or re-
engagement on the grounds of unfair
dismissal or unfair selection for redundancy.
61
What is not covered
Excluding legal expenses arising:-
1 Aspect enquiries less than 100;
2 where the investigation or enquiry had
commenced before the first period of
insurance or the insured person should
have realised that a claim might occur;
3 from investigation or enquiry by or
transfer to the Special Compliance Office;
4 as a result of a false or misleading
statement or representation to the HM
Revenue & Customs;
5 from deficiencies in books, records,
accounts or returns including the costs of
repairing a return;
6 from any claim involving criminal
proceedings, alleged fraudulent evasion of
tax, misstatement with the intent to
deceive, tax avoidance schemes
What is not covered
Excluding: -
situations where the dispute arises within the
first 90 days of the first period of insurance
unless you can provide evidence that you
had equivalent cover immediately prior to
the original inception of this policy without a
break in.

Section 6 - Criminal Prosecution Defence
What is covered
Police Station Representation
Legal expenses incurred in representing an
insured person at a Police Station where they
are being interviewed under caution in
relation to an alleged criminal act.
Magistrates Court Representation
Legal expenses incurred in representing an
insured person at a Magistrates Court.
Crown Court Representation
A sum equal to any assessed income based
contribution payable by the insured person
towards legal expenses incurred under the
Crown Court Means Testing scheme.
62
What is not covered
Excluding: -
1 the defence of any offence of deliberate and
wilful criminal acts or omissions;
2 any matter where the authorised
professional assesses that reasonable
prospects of success do not exist;
3 any offence relating to a motor bike /
vehicle;
4 Legal expenses required to be paid by an
insured person in excess of the pre-
conviction assessed income based
contribution under the Crown Court Means
Testing scheme following conviction;
5 assessed income based contributions
payable by the insured person towards legal
expenses incurred under the Crown Court
Means Testing scheme which exceed the
claim limit;
6 any legal expenses where the insured
person fails to:
a apply for a Representation Order under
the Crown Court Means Testing scheme;
b submit any required information under
the Crown Court Means Testing scheme;
c comply with the terms of the
Representation Order;
d use a representative that can act under
the terms of a Representation Order
under the Crown Court Means Testing
Scheme;
7 the defence of any action, enforcement, or
recovery of sums payable against an insured
person under the terms of or for a breach of
the terms and conditions of a
Representation Order under the Crown
Court Means Testing scheme.

Section 7 Education (Claim Limit 5,000)
What is covered
Appealing against the decision of a Local
Education Authority (LEA) arising out of the
LEAs failure to comply with its published
admission policy, resulting in the refusal to
accept the insured persons child or children
at the state school of their preference,
subject to a claim limit of 5,000 any one
claim.
Section 8 - Probate
What is covered
The pursuit of claims by the insured person in
respect of a probate dispute involving the will
of the insured persons parents, grandparents,
children, step-children or adopted children.
Section 9 - Jury Service Expenses
What is covered
The actual loss of the salary or wages of an
insured person for the time off work to attend
a court for Jury Service provided the amount
paid under this section shall not exceed 100
per person per day and up to a maximum of
1,000 per claim and that such salary or wages
are not recoverable from the relevant court.
63
What is not covered
Excluding claims:-
1 arising where acceptance at the school
involves examinations or other selection
criteria;
2 involving schools which are not state schools
falling under the LEAs jurisdiction or where
responsibility for the allocation of a place(s)
within the school does not rest with the LEA;
3 arising prior to the submission of an
application to the school or LEA;
4 arising where the LEAs refusal occurred
within the first 3 months of the first period of
insurance unless you held equivalent
insurance immediately prior to the
commencement of this policy;
5 where the procedure for appealing against
the decision to refuse a place at the school
has not been followed;
6 where the child has been expelled, suspended
or permanently excluded from another
school;
7 for children under 5 years other than for
admission disputes arising where entry shall
be in the academic year prior to their 5th
birthday.
What is not covered
Excluding:-
any dispute or costs where a will has not
been previously made, concluded or cannot
be traced (Intestate).
What is not covered
Excluding:-
the first 5 days of such service.
 64
Section 10 - Identity Theft
What is covered What is not covered
Following an event of Identity Theft: Excluding:-
1 necessary legal expenses and ancillary costs 1 any identity theft connected with your
incurred: business, profession, or occupation;
a to defend a claim from a financial 2 any legal action where the insured person
institution, merchants or their collection does not have a reasonable prospect of
agencies; success;
b for the removal of any criminal or civil 3 any costs, expenses or losses incurred due
judgments wrongly entered against the to any fraudulent, dishonest or criminal
insured person; act by an insured person, or any other
person acting in collusion with an insured
c challenging the accuracy or completeness
person;
of any information in a credit reference
agency report; and 4 any indirect losses other than as
identified above.
d to create documents needed to prove the
insured persons innocence in terms of
any financial irregularities committed
unlawfully;
2 postal and phone costs the insured person
has to pay in dealing with financial
institutions, the Police and credit reference
agencies to report or discuss an actual
identity theft;
3 fees charged for reapplying for a loan which
has been rejected due to the original
application being rejected solely because
the lender received incorrect credit
information;
4 the insured persons loss of earnings as a
result of time away from work to go and see
the Police, financial institutions or credit
reference agencies to report or discuss an
actual identity theft.
The events above must be as a result of an
actual identity theft.
 65

Identity Theft Claims Conditions Identity Theft Claims Process

Please read the following carefully to comply The insured person must contact the Identity
with the conditions of this section. Theft Claims Notification and Advice Helpline
If an insured person discovers their identity on 01384 397757 quoting the policy number
has been stolen either from the first before they pay or agree to pay any costs.
fraudulent transaction identified or any Failure to do so may lead us to decline the
physical or electronic record with any claim.
financial institutions, the insured person We will give the insured person a dedicated
must: claims handler who will assist them in
1 contact the Identity Theft Claims identifying the extent of their problem. They
Notification and Advice Helpline on will offer assistance in the preparation of
01384 397757; documentation to ensure the problem and
any potential losses are minimised.
2 make sure that they have their address
history for the last 6 years; The service will give the insured person
access by phone to repair their credit file or
3 file a Police report within 12 hours of files following an identity theft.
discovering the identity theft;
We will personalise documents on the
4 let their financial institutions, payment insured persons behalf and post these to
card company(ies) and all other accounts them for signing and sending on to the
know of the identity theft within 12 hours relevant organisations.
of discovering the identity theft;
5 fill out and return any claim forms
including an authorisation for us to obtain
records and other necessary information,
if these are applicable
6 send us proof from their employer that
they took unpaid days off if they wish to
make a claim for lost wages and provide
evidence to show that it was necessary;
7 immediately send us copies of any
demand notices, summonses, complaints,
or legal papers received in connection
with a loss suffered;
8 take all necessary action to prevent
further damage to their identity.

Family Legal Protection general policy exclusions
This insurance does not cover:
1 Legal expenses incurred:-
a in respect of any event where the time
of occurrence commenced prior to the
commencement of the insurance;
b where the insured person should have
realised when purchasing this
insurance that a claim under this
insurance might occur;
c before our written acceptance of a
claim;
d before our approval or beyond those
for which we have given our approval;
e where you fail to give proper
instructions in due time to us or to the
authorised professional;
f where you are responsible for anything
which in our opinion prejudices your
case;
g if you withdraw instructions from the
authorised professional, fail to
respond to the authorised
professional, withdraw from the legal
proceedings or the authorised
professional refuses to continue to act
for you;
h where you decide that you no longer
wish to pursue your claim as a result of
disinclination. All costs incurred up
until this stage will become your
responsibility;
i in respect of the amount in excess of
our standard legal expenses where
you have elected to use an authorised
professional of your own choice;
2 the pursuit continued pursuit or defence
of any claim if we consider it is unlikely a
sensible settlement will be obtained or
where the likely settlement amount is
disproportionate compared with the time
and expense incurred;
66
3 claims which are conducted by you in a
manner different from the advice or proper
instructions of us or the authorised
professional;
4 appeals unless you notify us in writing of your
wish to appeal at least 6 working days before
the deadline for giving notice of appeal
expires and we consider the appeal to have
reasonable prospects of success;
5 any legal expenses and expenses that could
have been recovered under any other
insurance except beyond the amount which
would be payable under such insurance had
this policy not been effected;
6 damages, fines or other penalties you are
ordered to pay by a court, tribunal or
arbitrator;
7 claims arising from an event arising from your
deliberate act, omission or misrepresentation;
8 any dispute relating to written or verbal
remarks which damage your reputation;
9 Legal expenses arising directly or
indirectly from computer software except
operating systems and packaged software
that have not been tailored by the
supplier to your own requirements;
10 Legal proceedings outside the territorial
limits and proceedings in constitutional
international or supranational courts or
tribunals including the European Court of
Justice and the Commission and Court of
Human Rights;
11 a dispute which relates to any
compensation or amount payable under a
contract of insurance;
12 a dispute with us not dealt with under the
Arbitration condition;

13 any dispute relating to patents,
copyrights, trade or service marks,
registered designs, passing off intellectual
property trade secrets or confidential
information;
14 an application for judicial review;
15 any legal expenses incurred in defending
or pursuing new areas of law or test cases;
16 any claim directly or indirectly arising
from an allegation of mis-selling or
mismanagement of financial services or
products;
17 any matter in respect of which an insured
person is entitled to Legal Aid where our
liability shall be limited to the sum equal
to any assessed income based
contribution payable by the insured
person towards legal expenses incurred
under the Crown Court Means Testing
scheme where this applies;
18 any legal expenses relating to your
alleged dishonesty or deliberate and wilful
criminal acts or omissions other than as
insured under insured event Criminal
Prosecution Defence;
19 any dispute or prosecution involving a
motor vehicle unless the dispute relates
to a personal injury claim;
20 any claim involving medical or clinical
negligence or pharmaceutical or any
related claims (including but not limited to
tobacco products).
21 any claim arising from a stress or
psychological related condition;
22 disputes between an insured person and
their family or a matrimonial or co-
habitation dispute except in so far as any
claim relates to a dispute with an insured
persons professional advisor;
23 a claim falling within the jurisdiction of a
small claims court (other than as detailed
within Insured Events Consumer
Disputes);
67
24 any matter arising from or relating to any
business or trading activity or venture for
gain undertaken by an insured person
including but not limited to any personal
guarantee and investment in unlisted
companies;
25 Legal proceedings between an insured
person and a central or local government
authority:-
a unless an insured person has suffered
or could suffer pecuniary loss if the
legal proceedings are not pursued or
defended; or
b concerning the imposition of statutory
charges.
26 Any consequence, howsoever caused,
including but not limited to Computer
Virus in Electronic Data being lost,
destroyed, distorted, altered, or
otherwise corrupted.
27 Any direct or indirect consequence of:
Irradiation, or contamination by nuclear
material; or The radioactive, toxic,
explosive or other hazardous or
contaminating properties of any
radioactive matter; or Any device or
weapon which employs atomic or
nuclear fission or fusion or other
comparable reaction or radioactive force
or matter.
28 Any direct or indirect consequence of
terrorism as defined by the Terrorism
Act 2000 and any amending or
substituting legislation.
An act of terrorism includes any act, or
preparation in respect of action, or
threat of action designed to influence
the government de jure or de facto of
any nation or any political division
thereof, or in pursuit of political,
religious, ideological, or similar purposes
to intimidate the public or a section of
the public of any nation by any person or
group(s) of persons whether acting
alone or on behalf of or in connection
with any organisation(s) or
 68
government(s) de jure or de facto, and
which:
i. involves violence against one or more
persons; or
ii. involves damage to property; or
iii. endangers life other than that of the person
committing the action; or
iv. creates a risk to health or safety of the
public or a section of the public; or
v. is designed to interfere with or to disrupt an
electronic system.
This policy also excludes loss, damage,
cost, or expense directly or indirectly
caused by, contributed to by, resulting
from, or arising out of or in connection
with any action in controlling, preventing,
suppressing, retaliating against, or
responding to any act of terrorism.
29 Any direct or indirect consequence of war,
civil war, invasion, acts of foreign enemies
(whether war be declared or not),
rebellion, revolution, insurrection, military
or usurped power, or confiscation,
nationalisation, requisition, destruction of
or damage to property by or under the
order of any government, local or public
authority.

Family Legal Protection policy conditions
Alteration of Risk
You must notify Littlewoods Home Insurance
as soon as possible if there are changes that
may affect this insurance, for example:-
You change your home address
Your home detailed within the schedule is
no longer your main residence (e.g. it is
now used as a second home, a holiday
home or a let property).
We will then reassess your cover and
premium. If you do not notify us about any of
these changes we may:-
1 have charged you the incorrect premium
and or applied an incorrect cover;
2 decline your claim; or
3 declare this policy void.
Observance
Our liability to make any payment under this
policy will be conditional on you complying
with the terms and conditions of this
insurance.
Claims
You must tell us in writing within 30 days
about any matter, which could result in a
claim being made under this policy, and must
obtain in writing our consent to incur legal
expenses.
We will not enter into dialogue or
correspond with anyone other than you (or
with your agreement an insured person) or
your or the insured persons personal
representative (following death or serious
incapacity) in relation to the notification and
subsequent handling of a claim.
69
Claims continued
We will give such consent if you can satisfy
us that there are reasonable prospects of
success in pursuing or defending your claim
and that it is necessary for legal expenses to
be paid.
We may require (at our discretion) you at
your expense to obtain the opinion of an
expert or counsel on the merits of a claim or
continued merits of a claim or legal
proceedings. If we subsequently agree to
accept or continue with the claim, the costs
of such opinion will be covered.
If after receiving a claim or during the course
of a claim we decide that:-
1 Your prospects of success are insufficient;
2 It would be better for you to take a
different course of action;
3 We cannot agree to the claim.
We will write to you giving our reasons and
we will not then be bound to pay any further
legal expenses for this claim.
We may limit any legal expenses that we will
pay under the policy in the pursuit, continued
pursuit or defence of any claim:-
1 If we consider it is unlikely a sensible
settlement will be obtained; or
2 where the likely settlement amount is
disproportionate to the time and expense
necessary to achieve a settlement; or
3 where there are insufficient prospects of
obtaining recovery of any sums claimed.

Claims - continued
Alternatively where it may cost us more to
handle a claim than the amount in dispute
we may at our option pay to you the amount
in dispute which shall be deemed to
represent full and final settlement under this
policy providing that all the terms and
conditions of this policy have been complied
with.
In the event that you make a claim under this
policy which you subsequently discontinue
due to your own disinclination to proceed,
any legal costs incurred to date will become
your own responsibility and will be required
to be repaid to the insurer.
Representation
We will take over and conduct in your name
the prosecution, pursuit, defence or
settlement of any claim. The authorised
professional nominated and appointed by us
will act on your behalf and you must accept
our nomination.
If legal proceedings have been agreed by us,
you may nominate your own authorised
professional whose name and address you
must submit to us. In selecting your
authorised professional you shall have
regard to the common law duty to minimise
the cost for your claim. Any dispute arising
from this shall be referred to Arbitration in
accordance with the Family Legal Protection
Policy Conditions.
Where you have elected to use your own
nominated authorised professional you will
be responsible for any legal expenses in
excess of our standard legal expenses.
70
Conduct of Claim
1 You shall at all times co-operate with us
and give to us and the authorised
professional evidence, documents and
information of all material developments
and shall attend upon the authorised
professional when so requested at your
own expense.
2 We shall have direct access at all times to
and shall be entitled to obtain from the
authorised professional any information,
form, report, copy of documents, advice
computation, account or correspondence
relating to the matter whether or not
privileged, and you shall give any
instructions to the authorised
professional which may be required for
this purpose. You or your authorised
professional shall notify us immediately in
writing of any offer or payment into court
made with a view to settlement and you
must secure our written agreement
before accepting or declining any such
offer.
3 We will not be bound by any promise or
undertaking given by you to the
authorised professional or by either of
you to any court, witness, expert or agent
or other person without our agreement.
Recovery of Costs
You should take all steps to recover costs,
charges, fees or expenses. If another person
is ordered, or agrees, to pay you all or any
costs, charges, fees, expenses or
compensation you will do everything possible
(subject to our directions) to recover the
money and hold it on our behalf. If payment
is made by instalments these will be paid to
us until we have recovered the total amount
that the other person was ordered, or agreed
to pay by way of costs, charges or fees.

Fraud
We have the right to refuse to pay a claim or
to void this insurance in its entirety if you
make a claim which is in any respect false or
fraudulent.
Data Protection Act 1998
The data supplied by you will only be used
for the purposes of processing your policy of
insurance, including underwriting,
administration and handling any claim which
may arise. The data supplied will not be
passed to any other parties other than those
which we have mentioned herein.
You are entitled upon the payment of an
administration fee to inspect the personal
data which we are holding about you. If you
wish to make such an inspection, you should
contact Legal Insurance Management Ltd, 1
Hagley Court North, The Waterfront, Brierley
Hill, West Midlands DY5 1XF.
We may respond to enquiries by the Police
concerning your policy in the normal course
of their investigations. Where it is necessary
to administer your policy effectively or to
protect your interests or for fraud prevention
and detection purposes, we may disclose
data you have supplied to other third parties
such as solicitors, other insurers, law
enforcement agencies, etc.
Due Care
You must take due care to prevent incidents
that may give rise to a claim and to minimise
the amount payable by us.
71
Cancellation
We hope you are happy with the cover this
policy provides. However, if after reading this
policy, this insurance does not meet with
your requirements, please contact your
insurance provider within 14 days of receipt
and we will refund your premium provided
you have not submitted a claim.
The insurer shall not be bound to accept
renewal of any insurance and may at any
time cancel any insurance document by
sending 14 days notice to the policyholder
at their last known address. Provided the
premium has been paid in full the
policyholder shall be entitled to a
proportionate rebate of premium in respect
of the unexpired period showing on the
insurance. A charge may be imposed based
upon the usage of any Helpline Service
during this period.
Acts of Parliament
Any reference to Act of Parliament within
this policy shall include an amending or
replacing Act and shall also include where
applicable equivalent legislation in Scotland,
Northern Ireland and under European Law
where applied in the United Kingdom.
Arbitration
Any dispute between you and us, which is
not solved by the policy, will be governed by
the laws of England and Wales and shall be
referred to a single arbitrator who shall
either be a solicitor or barrister on whom we
both agree. If we cannot agree, one will be
nominated by the Law Society. Where
appropriate the dispute will be resolved on
the basis of written submissions. The costs of
resolving the dispute will be met in full by the
party against whom the decision is made. If
the decision is not clearly made against
either party, the arbitrator shall have the
power to apportion costs.
 72

Contracts (Rights of Third

Parties) Act 1999
Unless expressly stated nothing in this
insurance contract will create rights pursuant
to the Contracts (Rights of Third Parties) Act
1999 in favour of anyone other than the
parties to the insurance contract.
Notices
Any letter or notice concerning this insurance
will be properly issued if it is sent to the last
known address of the person intended to
receive it.
Claims Notification and Advice
Helpline Service
The Legal Advice Helpline provides advice on
any legal problem affecting the policyholder.
All potential Family Legal Protection claims
must be reported initially to the Claims
Notification and Advice Helpline for advice
and support or via the website.
Law
This policy shall be governed by and
construed in accordance with the Law of
England and Wales unless the policyholders
habitual residence (in the case of an
individual) or central administration and/or
place of establishment is located in Scotland
in which case the law of Scotland shall apply.
Compensation Scheme
Great Lakes Resinsurance (UK) SE is covered by
the Financial Services Compensation Scheme
(FSCS). You may be entitled to compensation
from the scheme, if it cannot meet its
obligations. This depends on the type of business
and the circumstances of the claim. Most
insurance contracts are covered for 90% of the
claim with no upper limit. You can get more
information about compensation scheme
arrangements from the FSCS or visit
www.fscs.org.uk.

Legal Claims Notification &

Advice Helpline Service Number
0114 278 1602

Tax Claims Notification Service

01384 377000

Tax Advice Helpline Service

01455 852034

Identity Theft Claims Notification &

Advice Helpline Service
01384 397757

Identity Theft Website

www.legalim.co.uk/idtheft
We will not accept responsibility if the Claims
Notification and Advice Helpline Services fail
for reasons beyond our control.

How we use your Information
Please read the following carefully as it contains important information relating to the
details that you have given us. You should show this notice to any other party related to
this insurance.
Littlewoods Home Insurance is sold and
administered by Direct Group Limited and is
underwritten by Royal Sun Alliance Insurance
plc. Littlewoods is a registered trademark and
is used under license by Shop Direct Home
Shopping Limited and Shop Direct Finance
Company Limited. Shop Direct Finance
Company Limited acts an introducer of
Littlewoods Home Insurance.
For the purpose of the Data Protection Act
1998 (the Act), the data controller is Royal
& Sun Alliance Insurance plc (No. 93792).
Registered in England and Wales at St. Marks
Court, Chart Way, Horsham, West Sussex,
RH12 1XL and Direct Group Limited, Quay
Point, Lakeside Boulevard, Doncaster, DN4
5PL. Registered in England & Wales No.
2461657 acts our data processor for the
purpose of sales and claims administration.
Royal & Sun Alliance Insurance plc, is a
member of the RSA Group of companies (the
Group). In this information statement, we
us and our refers to the Group unless
otherwise stated.
Home Emergency and
Family Legal Protection Cover
Home Emergency and Family Legal
Protection additional cover is provided by UK
General Insurance Limited on behalf of Great
Lakes Resinsurance (UK) SE and claims are
administered by Legal Insurance
Management Ltd
73
How your information will be
used and who we share it with
Your information comprises of all the details
we hold about you and your transactions and
includes information obtained from third
parties.
To determine premium payment rates at
quote, renewal and/or any future invitations,
we will make checks on the electoral role and
public data through a credit reference
agency. These enquiries will be recorded but
will not affect your credit rating
If you contact us electronically, we may
collect your electronic information identifier
e.g. Internet Protocol (IP) address or
telephone number supplied by your service
provider.
We may use and share your information with
other members of the Group to help us and
them:
Assess financial and insurance risks;
Recover debt;
Prevent and detect crime;
Develop our services, systems and
relationships with you;
Understand our customers requirements;
Develop and test products and services.
We do not disclose your information to
anyone outside the Group except:
Where we have your permission; or
Where we are required or permitted to do
so by law; or
To credit reference and fraud prevention
agencies and other companies that
provide a service to us, our partners or
you; or
 74
Where we may transfer rights and
obligations under this agreement.

We and other organisations may also access

How your information will be used and use this information to prevent fraud
and who we share it with continued and money laundering, for example when:
We may transfer your information to other Checking details on applications for credit
countries on the basis that anyone we pass it and credit related or other facilities;
to, provides an adequate level of protection. Recovering debt;
In such cases, the Group will ensure it is kept Checking details on proposals and claims
securely and used only for the purpose for for all types of insurance;
which you provided it. Details of the
Checking details of job applicants and
companies and countries involved can be
employees.
provided on request.
Please contact the Data Protection Liaison
From time to time we may change the way
Officer if you want to receive details of the
we use your information. Where we believe
relevant fraud prevention agencies.
you may not reasonably expect such a
change we shall write to you. We and other organisations may access and
use from other countries the information
If you do not object, you will consent to that
recorded by fraud prevention agencies.
change. We will not keep your information
for longer than is necessary.
Claims History
Sensitive Information Insurers pass information to the Claims and
Underwriting Exchange Register (CUE) run by
Some of the information we ask you for may
Insurance Database Services Ltd (IDS Ltd).
be sensitive personal data, as defined by the
Under the conditions of your policy, you
Data Protection Act 1998 (such as
must tell us about any incident (such as a
information about criminal convictions). We
fire, water damage, theft or an accident)
will not use such sensitive personal data
which may or may not give rise to a claim.
About you or others except for the specific
When you tell us about an incident, we will
purpose for which you provide it and to carry
pass information relating to it to the
out the services described in your policy
registers.
documents. Please ensure that you only
provide us with sensitive information about
other people with their agreement.
How to contact us
On payment of a small fee, you are entitled
Fraud prevention agencies
to receive a copy of the information we hold
If false or inaccurate information is provided about you.
and fraud is identified or suspected, details
If you have any questions, or you would like
may be passed to fraud prevention agencies.
to find out more about this notice you can
Law enforcement agencies may access and
write to: Data Protection Liaison Officer,
use this information.
Customer Relations Direct Group Limited,
Quay Point, Lakeside Boulevard, Doncaster,
DN4 5PL.
 75

Important numbers
Customer Service Helpline 0800 0726 350
Home Insurance Claims Helpline 0800 072 7161
Home Emergency Claims Helpline 01384 884 069
Family Legal Protection Claims Helpline 01384 377 000

V1 06/04/2014