LANDLORD HOME EMERGENCY COVER



 

INTRODUCTION

 

This insurance is arranged by Row.co.uk, which is a trading name of BIG Warranties Ltd & is underwritten by UK General Insurance Ltd on behalf of Great Lakes Insurance SE. Great Lakes Insurance SE is a German insurance company with its headquarters at Königinstrasse 107, 80802 Munich. UK Branch office: Plantation Place, 30 Fenchurch Street, London, EC3M 3AJ.

 

Row.co.uk and UK General Insurance Limited are authorised and regulated by the Financial Conduct Authority.

 

Great Lakes Insurance SE, UK Branch, is authorised by Bundesanstalt für Finanzdienstleistungsaufsicht and subject to limited regulation by the Financial Conduct Authority and Prudential Regulation Authority. Details about the extent of their regulation by the Financial Conduct Authority and Prudential Regulation Authority are available on request.

 

DEFINITIONS

 

The following words shall have the meanings given below wherever they appear in bold.

 

Administrator: BIG Warranties Limited trading as Row.co.uk

Approved Engineer/Engineer: means a qualified person approved and instructed by the helpline to undertake emergency work.

Assistance: means the reasonable efforts made by the approved engineer during a visit to the home to complete a temporary repair to limit or prevent damage or if at similar expense, the cost of completing a permanent repair in respect of the cover provided.

Beyond Economic Repair: means in the opinion of our approved engineer the cost of repair is more than the cost of replacement.

Call Out: means a request for emergency assistance from you/your tenant.

Claim Limit: means the maximum amount payable by us as stated under each section of cover including call out charges, labour, parts, materials and where applicable the cost (including VAT) of alternative accommodation, and subject to prior agreement from us.

Commencement Date: means the start of the policy as shown in the schedule.

Domestic Boiler: means the central heating boiler contained within and supplying your home that is powered by natural gas from the appliance isolating valve, including all manufacturers fitted components within the boiler together with the pump, motorised valves, thermostat, time, temperature and pressure controls.

Domestic Central Heating System: means the domestic boiler and the central heating system within your home that is powered by natural gas from the appliance isolating valve, including all manufacturer’s fitted components within the domestic boiler together with the pump, motorised valves, cylinder thermostat, time temperature and pressure controls, radiator valves, pipe work, feed and expansion tank and primary fluing.

Emergency: means a sudden and unexpected event which, if not dealt with quickly would in the reasonable opinion of the helpline:

  1. render the home unsafe or insecure; or

  2. damage or cause further damage to the home; or

  3. cause personal risk to you or your tenant; or

  4. cause a health and safety risk to others.

Excess: means the first amount of each claim, payable by you to the helpline before the approved engineer will attend. This payment will be taken by the helpline before assistance is provided. This can be done by way of Credit or Debit card. Your schedule will confirm the amount you must pay.

Helpline: means the telephone number for you to report an emergency under this policy. The number is 0800 157 1211

Home: means a property which is owned by you and your family that has a tenant using the property as a main place of residence, (including any covered garage and permanent outbuilding), as shown on the schedule.

Monthly Premium: means where you have chosen to pay monthly the agreed premium payable by you due each full calendar month from the commencement date in order that cover remains in force under the terms and conditions of this policy wording.

Period of Cover: means a period of 12 months from the commencement date, or where you have chosen to pay monthly, a period of one month from the commencement date upon receipt of your monthly premium.

Pest: means either black or brown rats, field or house mice, and wasps’ and hornets’ nests.

Reinstatement: means we will fill in any excavation and leave the surface level where we have made access to an external drain or external water supply pipe.

Schedule: means the document sent to you confirming the commencement date, your details and the home which is the subject of cover.

Tenant: means the person or persons named on the tenancy agreement along with other permanent members of the household.

Unoccupied: means where no one has resided in the home for a period exceeding 60 consecutive days.

Waiting Period: In respect of all sections of the policy, no claim can be made for any incident that occurs within 14 days of the commencement date of this policy as shown in the schedule.

We, Us, Our, Insurer: UK General Insurance Ltd on behalf of Great Lakes Insurance SE

You, Your, Insured: means the person who applied for this insurance and is named on the schedule as the policyholder along with any permanent members of the household. For tenanted properties: the person named on the tenancy agreement along with any other permanent residents of the property.

 

 

 

COVER

 

In return for the payment of your premium we will provide the insurance cover detailed in this policy document, subject to the terms, conditions, and limitations shown below or as amended in writing by us and during the period of cover.

 

WHAT IS COVERED

 

In the event of an emergency occurring in your home, we will:

  1. Advise you on what action to take to protect yourself and your home;

  2. Send one of our approved engineers or arrange an appointment for an approved engineer to visit your home;

  3. Organise and pay the cost of providing emergency assistance excluding any excess up to the claim limit per call out including VAT subject to the terms and conditions of your policy;

  4. Where a permanent repair is completed under your policy by an approved engineer, we will guarantee the work completed for 12 months from the date of claim.

 

If the boiler is under seven years old, we will provide a suitable replacement boiler of a similar make and model. We cannot guarantee the make or model or that it will be fitted in the same place.

Where the age of the domestic boiler cannot be demonstrated by an original purchase invoice, the age of the boiler will be determined by the engineer.

In the event your domestic boiler is declared beyond economic repair and is seven years or older, we will make a contribution of £300 towards replacing it.

 

WHAT IS NOT COVERED

 

There are certain conditions and exclusions, which limit your cover, please read them carefully to ensure this policy meets your requirements. We do not wish you to discover after an incident has occurred that it is not insured. To assist you in understanding the main limitations of the cover provided, we have detailed these under the “Cover provided” section of your policy.

 

The waiting period - please also note that any incident which occurs in the first 14 days after the policy commencement date is not covered. However, should you require emergency assistance during this period please contact the Helpline who will be able to provide cover on a pay on use basis.

 

COVER PROVIDED

 

This policy provides the protection described in the cover sections below as a result of an emergency occurring at the home. The benefit under your policy is limited to the claim limit stated in each section of cover.

 

When you applied for this policy, you chose which sections of cover below you required cover for. Cover is provided only if you selected the cover section and paid the required premium. The sections of cover that apply to your policy are confirmed in your schedule.

 

The amount we will pay in respect of any one claim shall not exceed the claim limit including call out charges, labour and materials. You are responsible for paying any excess under the policy or where the cost of repair exceeds the benefit provided under the policy.

 

Section A. External Water Supply Pipe

 

We will assist you in an emergency for any blockage, collapse or leakage of the water supply pipe from and including the main stopcock for your home up to where it is connected to the public water main / communication pipe provided that you are responsible for this. In the event that your home becomes uninhabitable for more than 48 hours as a result of an emergency covered by this section relating to your external water supply pipe, we will pay up to £500 (including VAT) for alternative accommodation.

 

We do not cover:

  1. Costs which exceed your proportion of the cost of any work undertaken by us under the terms of this policy on a water supply pipe outside the boundary of your property where you share legal responsibility for the water supply pipe with any third party(ies);

  2. Frozen pipes which have not caused any damage;

  3. Any work required on a water supply pipe outside the boundary of your property where you share legal responsibility for the water supply pipe with any third party(ies) who does not agree to the work being completed by our engineers;

  4. Damage resulting from lack of proper maintenance;

  5. Reinstatement costs relating the original surface or construction of a drive, path, decking or any other surface which is excavated as part of a claim.

 

Claim Limit – As outlined within your policy schedule and is applicable per claim.

 

The policy excess applies to this section of cover.

 

Your schedule will tell you if this section of cover applies.

 

Section B. Plumbing

 

We will assist you to stop the emergency which has arisen from the sudden and unexpected failure of or damage to the internal plumbing (including the central heating pipes and radiator valves) within the home which has or may result in internal water leakage, flooding or water damage to the home. In the event that your home becomes uninhabitable for more than 48 hours as a result of an emergency covered by this section relating to your plumbing, we will pay up to £500 (including VAT) for alternative accommodation.

 

We will also provide assistance to fix dripping or seized taps as well as repair leaking overflow pipes as a non-emergency fix.

 

We do not cover:

  1. General maintenance e;

  2. Frozen pipes which have not caused any damage;

  3. Leaks from any household appliances, sink, shower or bath where leakage only occurs when the appliance is in use;

  4. Cracked or broken toilets or cistern;

  5. Pipes outside the boundary of your home;

  6. Water pipes to or from and in a detached outbuilding or garage;

  7. Quieting noisy pipes that are caused by the expansion and contraction of pipes as they heat and cool.

 

Claim Limit – As outlined within your policy schedule and is applicable per claim.

 

The policy excess applies to this section of cover.

 

Your schedule will tell you if this section of cover applies.

 

Section C. Drainage

 

We will assist you to stop the emergency which has arisen from the sudden and unexpected failure of or damage to the drainage system of your home. In the event that your home becomes uninhabitable for more than 48 hours as a result of an emergency covered by this section relating to your drainage, we will pay up to £500 (including VAT) for alternative accommodation.

 

We do not cover:

  1. General service and maintenance including but not limited to leafs, build-up of oils, fats or debris;

  2. Any drainage system which is not of standard construction e.g. clay pot, plastic, P.V.C or concrete;

  3. Cesspits, septic tanks, vacuum drainage systems, electric pumps, shower pumps and drainage pumps;

  4. Plumbing and filtration system for swimming pools or spa baths;

  5. Detached outbuildings;

  6. Guttering or fall pipes of the home;

  7. Damage to drains caused by structures not conforming to local building regulations or caused as a result of negligence or neglect

  8. Failure or damage caused to by faulty or defective design of the drainage pipe including but not limited to delamination found in pitch fibre pipe construction;

  9. Reinstatement costs relating the original surface or construction of a drive, path, decking or any other surface which is excavated as part of a claim.

 

Claim Limit – As outlined within your policy schedule and is applicable per claim.

 

The policy excess applies to this section of cover.

 

Your schedule will tell you if this section of cover applies.

 

Section D. Emergency Boiler Breakdown Cover

 

We will assist you and pay for the call out, labour and parts and materials involved in repairing or rectifying the breakdown of your domestic boiler at your home.

 

In the event of an emergency, we will undertake to obtain spare parts as quickly as is reasonably possible. In the event it takes more than 60 hours to achieve this from the first point at which our approved engineer visits you and diagnoses the requirement, we will pay a fixed benefit of £40 toward providing alternative heating.

 

We do not cover repairs or replacing as follows:

  1. The cold water system including its feed and outlet;

  2. Your water supply from the hot cylinder to your taps;

  3. Any non-gas appliances, Elson tanks, separate gas heaters supplying hot water LPG boilers and dual purpose boilers such as AGA’s and Rayburns;

  4. Maintenance or replacement of fan convector heaters or heated towel rails or underfloor heating;

  5. Corrosion or any work arising from hard water scale deposits;

  6. Removal of sludge or hard water scale from the insured system;

  7. Any gas fired appliance whose primary purpose is other than heating, for example a domestic cooker or lighting system;

  8. Solar powered panels or ground air and water source pumps;

  9. Repairs when our engineer deems the boiler to be beyond economic repair.

 

Claim Limit – As outlined within your policy schedule and is applicable per claim.

 

The policy excess applies to this section of cover.

 

Your schedule will tell you if this section of cover applies.

 

Section E. Domestic Central Heating System Cover

 

We will assist you to stop any emergency which has arisen from the sudden and unexpected failure of your domestic central heating system. The emergency must render the domestic central heating system inoperable and the failure has to be due to mechanical or electrical failure or malfunction.

 

We will undertake to obtain spare parts as quickly as is reasonably possible. In the event it takes more than 60 hours to achieve this from the first point at which our approved engineer visits you and diagnoses the requirement, we will pay a fixed benefit of £40 toward providing alternative heating.

 

We do not cover:

  1. General maintenance including, but not limited to, descaling of central heating pipes, adjustment to the timing and temperature controls of the domestic gas central heating system and venting (bleeding) of radiators;

  2. Any non-Gas appliances, Elson tanks, separate gas heaters supplying hot water LPG boilers and dual purpose boilers such as AGA’s and Rayburns;

  3. Maintenance or replacement of fan convector heaters or heated towel rails or underfloor heating;

  4. Corrosion or any work arising from hard water scale deposits;

  5. Removal of sludge or hard water scale from the insured system;

  6. Any gas fired appliance whose primary purpose is other than heating, for example a domestic cooker or lighting system;

  7. Solar powered panels or ground air and water source pumps.

 

Claim Limit – As outlined within your policy schedule and is applicable per claim.

 

The policy excess applies to this section of cover.

 

Your schedule will tell you if this section of cover applies.

 

Section F. Electrical Emergency and Breakdown Cover

 

We will assist you to repair or replace any item or system after your supply meter which causes the breakdown or failure of the permanent domestic electrical wiring system supplying electrical power to your home. In the event that your home becomes uninhabitable for more than 48 hours as a result of an emergency covered by this section relating to your permanent domestic electrical wiring system, we will pay up to £500 (including VAT) for alternative accommodation.

 

We do not cover:

  1. Domestic appliances or electrical items with a plug;

  2. Replacing light bulbs, fuses and any other routine electrical maintenance tasks;

  3. External Lighting and non-permanent outbuildings, such as sheds and greenhouses;

  4. Swimming pools, fish tanks, ponds, burglar and smoke alarms, satellite/TV equipment, telephone equipment, doorbells, garage doors, shower units, portable and fixed heating systems, immersion heaters, power generating systems including solar panels and wind turbines, any 3 phase electrical systems or garden areas;

  5. Wiring or electrics in communal areas;

  6. Any garage or outbuilding connected to a separate electric meter to that of the home.

 

Claim Limit – As outlined within your policy schedule and is applicable per claim.

 

The policy excess applies to this section of cover.

 

Your schedule will tell you if this section of cover applies.

 

Section G. Emergency Gas Supply Pipe Cover

 

We will assist you to repair or replace any damaged section of the internal gas supply pipe following a gas leak occurring in your home. Our assistance will only be provided once the National Gas Emergency Service have attended and isolated the leak. In the event that your home becomes uninhabitable for more than 48 hours as a result of an emergency covered by this section relating to your internal gas supply pipe, we will pay up to £500 (including VAT) for alternative accommodation.

 

We do not cover:

  1. General maintenance;

  2. Any gas boiler, fire, central heating or hot water breakdown;

  3. Temporarily frozen pipes where permanent damage is not confirmed;

  4. Systems not installed correctly or which do not conform to any governing Gas Safe regulation or requirements;

  5. Pipes outside the boundary of your home.

 

Claim Limit – As outlined within your policy schedule and is applicable per claim.

 

The policy excess applies to this section of cover.

 

Your schedule will tell you if this section of cover applies.

 

Section H. Security, Lost keys, Roofing and Pest infestation Cover

 

We will assist you and pay for the call out, labour and parts and materials involved in emergencies relating to the security or roofing of your home, a pest infestation and lost keys of your home.

 

Security and Roofing – We will assist you to repair, replace or provide an emergency fix to make the home safe and/or prevent further damage in the event of damage or failure to the roof, external lock, door or window.

 

Lost Keys – We will assist you to gain access to your home arising from the loss of the keys to your home, where you have lost the only available key to your home and are unable to replace it or gain normal access.

 

Pest InfestationWe will assist you to remove any pest infestation inside your home.

 

In the event that your home becomes uninhabitable for more than 48 hours as a result of an emergency covered by this section relating to your security, lost keys, roofing or pest infestation, we will pay up to £500 (including VAT) for alternative accommodation.

 

We do not cover:

  1. Pest infestation relating to non-covered pests, including but not limited to, ants, fleas, bedbugs, spiders, flies, squirrels, bees;

  2. Pest infestations of an out building, any section of the property not deemed the main home, or where the living areas of the property are not affected, e.g. garages and sheds;

  3. Damage caused by pests;

  4. Loss of keys to the main property if another set exists;

  5. Loss of keys for any outbuilding, garage or shed which is not part of the main home;

  6. Internal doors and windows;

  7. Replacement or repair of electronic units powering garage doors.

 

 

Claim Limit – As outlined within your policy schedule and is applicable per claim.

 

The policy excess applies to this section of cover.

 

Your schedule will tell you if this section of cover applies

 

HOW TO ARRANGE EMERGENCY ASSISTANCE

 

  1. Major emergencies which could result in serious injury to the public or damage to property should be immediately advised to the supply company and/or the public emergency services. The policy does not provide cover for any repairs, damage or other loss resulting from gas leaks which occur outside the boundary of the home.

  2. Before requesting emergency assistance, you should check that the circumstances are covered by your policy. Remember this is not a maintenance policy and does not cover routine maintenance in your home.

  3. Where you have chosen to pay monthly, call outs will only be considered if your monthly premium has been paid from the commencement date of this policy, up to and including the month in which the emergency occurred and there are no outstanding payment defaults.

  4. Telephone the helpline as soon as you notice the emergency to provide details of the assistance required. All requests for emergency assistance must be made through the helpline. Do not make any arrangements yourself without prior authorisation from the helpline. If you do, we will not reimburse any costs you may incur. Calls may be recorded.

  5. The helpline will appoint an approved engineer to attend your home, provided that this is not precluded by adverse weather conditions, health and safety, industrial disputes (official or otherwise), failure of the public transport system, including the road and railway networks and repairs thereto and any other circumstances preventing access to the home or otherwise making the provision of emergency assistance impossible.

  6. The helpline and the approved engineer will have reasonable discretion as to when and how work is undertaken this will be based on the details provided by you and any risk to the approved engineer, we may reserve the right to delay when work will be undertaken due to health and safety.

  7. The approved engineer will charge all costs covered by the insurance directly to us. You will be asked to pay the cost of:

  1. Any excess applicable to the policy;

  2. Call out costs if there is no one at the home when the approved engineer arrives;

  3. Work in excess of the claim limit;

  4. Fitting replacement parts or components of a superior specification to the original at your request.

 

Helpline: 0800 157 1211

 

UK General Insurance Ltd is an agent of Great Lakes Insurance SE and in the matters of a claim act on behalf of Great Lakes Insurance SE.

 

PAY ON USE

 

Should an emergency arise that is not included under your policy, Service Solutions Assist Ltd can arrange for an approved engineer to attend your home but you will be responsible for all costs involved. The use of this service does not constitute a claim under your policy.

 

REPLACEMENT OF PARTS OR COMPONENTS

 

We reserve the right to use non genuine replacement parts supplied from third parties in addition to those parts that may be sourced from the manufacturer or their approved suppliers. We are not responsible for any loss, damage or inconvenience resulting from a delay in obtaining or receiving delivery from the relevant supplier of any spares.

 

When replacement parts are received, we will contact you to arrange a suitable time slot for the engineer to attend. You should make sure that the engineer can get reasonable access to carry out the repair. If we cannot get a replacement part needed to carry out a repair our liability will be limited to a temporary repair to make the emergency safe.

 

GENERAL 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 your policy or incidents which occur within the waiting period;

  2. Claims arising after the home has been left unoccupied;

  3. Any wilful or negligent act or omission by you or any third party;

  4. Events where on attendance it becomes clear that the call out is not an emergency;

  5. General maintenance work or any system that has not been regularly maintained;

  6. Loss of or damage arising out of disconnection from or interruption to the public supply of gas or water or electricity to your home;

  7. We will not cover any boiler that has an output in excess of 60kW/hr;

  8. Any parts or item that may need to be replaced as a result of natural wear and tear;

  9. Any design defect or any repair that is rendered, in our opinion, either difficult or impossible due to problems with the access needed to facilitate the repair;

  10. Any loss howsoever arising unless it is specifically stated as being covered by the policy, including but not limited to, delays in sourcing spare parts by us;

  11. Replacing lead, steel or iron pipes, rusting, corrosion, general wear and tear and/or gradual deterioration;

  12. Replacement of bespoke or designer radiators or towel rails;

  13. Any boiler or system that has not been serviced in line with manufacturer’s recommendations;

  14. Improvements including work that is needed to bring the insured system up to current standards;

  15. Homes situated outside the United Kingdom and the Isle of Man;

  16. Claims directly or indirectly occasioned by, happening through or in consequence of pollution or contamination of any kind whatsoever;

  17. Any damage caused by the approved engineer in gaining access to:

  1. The home due to the failure of the locks;

  2. An appliance or any equipment from its operational position in order to affect an emergency repair;

  3. Drains or supply pipes laid under pathways, drives, patios or decked areas.

  1. Any consequences of riot, strike, lockout, civil commotion, labour disturbances, war, invasion, act of foreign enemy, terrorism, hostilities (whether war be declared or not), civil war, rebellion, revolution, insurrection or military or usurped power;

  2. Loss or damage to any home, or any resulting loss or expense or any legal liability directly or indirectly caused by, contribution to, by, or arising from:

  1. Ionising radiations or contamination by radioactivity from any nuclear fuel or from any nuclear waste from the combustion of nuclear fuel;

  2. The radioactive, toxic, explosive or other hazardous properties of any nuclear assembly or nuclear component of such assembly.

  1. Any system(s) not installed properly or in line with manufacturers guidelines.

 

CONDITIONS

 

  1. The rights given under this policy cannot be transferred to anyone else.

  2. You must give reasonable access to enable appropriate treatments to be carried out and follow advice from the approved engineer and / or the helpline in removing furniture if this is deemed necessary.

  3. You must not act in a fraudulent way. If you or anyone acting for you:

  • fails to reveal or hides a fact likely to influence whether we accept your proposal, your renewal, or any adjustment to your policy;

  • fails to reveal or hides a fact likely to influence the cover we provide;

  • makes a statement to us or anyone acting on our behalf, knowing the statement to be false;

  • sends us or anyone acting on our behalf a document, knowing the document to be forged or false;

  • makes a claim under the policy, knowing the claim to be false or fraudulent in any way; or

  • makes a claim for any loss or damage you caused deliberately or with your knowledge.

If your claim is in any way dishonest or exaggerated, we will not pay any benefit under this policy or return any premium to you and we may cancel your policy immediately and backdate the cancellation to the date of the fraudulent claim. We may also take legal action against you and inform the appropriate authorities.

  1. To improve the quality of the service provided, all calls to the helpline may be recorded.

  2. You must take reasonable care and maintain the home and its equipment in good order and take all reasonable precautions to prevent loss or damage.

  3. We may take proceedings in your name at our expense to recover any sums paid under this insurance from a third party should the emergency be as a result of an incorrect or failed previous repair.

  4. We may advise you of remedial work that you need to carry out in order to bring your system up to a suitable standard or to prevent further incidents. This work will be your own cost but we may be able to arrange through our network.

  5. You are required by the provisions of the Consumer Insurance (Disclosure and Representations) Act 2012 to take care to:

  1. supply accurate and complete answers to all the questions we or the Administrator may ask as part of your application for cover under the policy

  2. to make sure that all information supplied as part of your application for cover is true and correct

  3. tell us of any changes to the answers you have given as soon as possible.

You must take reasonable care to provide complete and accurate answers to the questions we ask when you take out, make changes to and renew your policy. If any information you provide is not complete and accurate, this may mean your policy is invalid and that it does not operate in the event of a claim or we may not pay any claim in full.

 

APPLICABLE LAW

 

Unless some other law is agreed in writing, this policy is governed by English law. If there is a dispute, it will only be dealt with in the courts of England or of the country within the United Kingdom in which your main residence is situated.

 

HOW TO CANCEL YOUR POLICY

 

We hope you are happy with the cover this policy provides. However, if you decide that for any reason, this Policy does not meet your insurance needs then please return it to Your Administrator within 14 days from the day of purchase or the day on which You receive Your policy documentation, whichever is the later. On the condition that no claims have been made or are pending, we will then refund your premium in full.

 

If You wish to cancel Your Policy after 14 days, please contact Your Administrator, if You are paying annually You will be entitled to a pro- rata return of premium, however an administration fee of £30 will be payable. The administration fee does not apply to monthly payment customers.

 

We shall not be bound to accept renewal of any insurance and may at any time cancel any insurance document by giving 14 days notice in writing where there is a valid reason for doing so. A cancellation letter will be sent to you at your last known address. Valid reasons may include but are not limited to:

  1. Where we reasonably suspect fraud

  2. Non-payment of premium

  3. Threatening and abusive behaviour

  4. Non-compliance with policy terms and conditions

  5. You have not taken reasonable care to provide complete and accurate answers to the questions we ask.

 

Where our investigations provide evidence of fraud or a serious non-disclosure, we may cancel the policy immediately and backdate the cancellation to the date of the fraud or the date when you provided us with incomplete or inaccurate information, which may result in your policy being cancelled from the date you originally took it out.

 

If we cancel the policy and/or any additional covers you will receive a refund of any premiums you have paid for the cancelled cover, less a proportionate deduction for the time we have provided cover, unless the reason for cancellation is fraud and/or we are entitled to keep the premium under the Consumer Insurances (Disclosure and Representations) Act 2012.

 

Our right to change the cover or price

 

You will receive at least 28 days written notice if we decide or need to change your policy cover or the price of your insurance for any of the following reasons:

 

  1. To make minor changes to your policy wording that do not affect the nature of the cover and benefit provided such as changes to make the policy easier to understand;

  2. To reflect changes in the law, in regulation (including any decision of a regulatory body), or to any code of practice or industry guidance affecting the insurer or your policy;

  3. To reflect changes to taxation applicable to your policy (including but not limited to insurance premium tax);

  4. To reflect increases or reductions in the cost (or projected cost) of providing your cover, including but not limited to cost increases or reductions caused by changes to the number, cost or timing of claims which we, as part of our pricing policy, have assumed or projected will be made under this insurance product;

  5. To cover the cost of any changes to the cover / benefits provided under this insurance including but not limited to the removal of one or more policy exclusion(s);

  6. To cover the cost of changes to the systems, services or technology in support of this insurance product.

 

We may make changes immediately and advise you within 28 days of the change having been made if the change is favourable to you.

 

 

CUSTOMER SERVICE AND COMPLAINTS

 

The aim of Row.co.uk and the insurer is to provide you with a first class service at all times.

 

However, we realise that things can sometimes go wrong and there may be occasions when you feel that you have not received the service you expected. When this happens we want to hear about it so we can try to put things right.

 

Only the named policyholder(s) or a person appointed by you to deal with your policy on your behalf should call or write to make a formal complaint. If you wish to appoint a person to do this, you must notify your Administrator by writing to their registered address.

 

Making yourself heard:

 

It is the intention to give you the best possible service but if you do have any questions or concerns about this insurance or the handling of a claim you should follow the Complaints Procedure below:

 

Complaints regarding:

 

SALE OF THE POLICY

 

Please contact your Administrator who arranged the insurance on your behalf.

 

Complaints, Row.co.uk, Richmond House, Richmond Hill, Bournemouth, BH2 6EZ

Tel: 0203 4119409

Email: complaints@row.co.uk

 

 

If your complaint about the sale of your policy cannot be resolved by the end of the third working day, your Administrator will pass it to:

 

Customer Relations Department, UK General Insurance Limited, Cast House, Old Mill Business Park, Gibraltar Island Road, Leeds, LS10 1RJ

Tel: 0345 218 2685

Email: customerrelations@ukgeneral.co.uk

 

CLAIMS

 

Please contact:

 

Service Solutions Assist Ltd T/A Local Assist, Solutions House, Fairways Office Park, Fulwood, Preston, Lancashire, PR2 9WT

Tel: 0800 157 1211

 

In all correspondence, please state that your insurance is provided by UK General Insurance Limited and quote scheme reference: 06576A

 

If your complaint about your claim cannot be resolved by the end of the third working day, Service Solutions Assist Ltd will pass it to:

 

Customer Relations Department, UK General Insurance Limited, Cast House, Old Mill Business Park, Gibraltar Island Road, Leeds, LS10 1RJ

Tel: 0345 218 2685

Email: customerrelations@ukgeneral.co.uk

 

If it is not possible to reach an agreement, you have the right to make an appeal to the Financial Ombudsman Service. This also applies if you are insured in a business capacity and have an annual turnover of less than €2 million and fewer than ten staff. You may contact the Financial Ombudsman Service at:

 

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

Tel: 0300 123 9 123

Email: complaint.info@financial-ombudsman.org.uk

 

The above complaints procedure is in addition to your statutory rights as a consumer. For further information about your statutory rights, contact your local authority Trading Standards Service or Citizens Advice Bureau.

 

COMPENSATION SCHEME

 

Great Lakes Insurance SE, 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 with no upper limit. You can get more information about compensation scheme arrangements from the FSCS or visit www.fscs.org.uk.

 

DATA PROTECTION ACT 1998

 

Please note that any information provided to us will be processed by us and our agents in compliance with the provisions of the Data Protection Act 1998, for the purpose of providing insurance and handling claims, if any, which may necessitate providing such information to third parties. We may also send the information in confidence for process to other companies acting on their instructions including those located outside the European Economic Area.

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