Home Solutions Policy

I am delighted to welcome you as a Home Solutions customer. As one of Europe’s largest insurance companies, Zurich prides itself on the fact that our size, whilst providing you with the highest level of financial security, does not prevent us from showing a human face and an understanding of your needs, particularly if you should ever need to make a claim.

I would strongly recommend that you read your policy to ensure that it provides the cover you require. If you are unsure on any aspect, please contact your insurance adviser or alternatively you can contact us.

If you decide that this insurance does not meet your needs, please return it to us or your insurance adviser within 14 days of receipt and, provided there have been no claims, we will refund the premium in full.

As your insurer we will endeavour to respect the trust you have placed in us but, should you at any time be dissatisfied with our service, a complaints procedure is provided below. This includes full details of our participation in the Insurance Ombudsman scheme, of which we are founder members.

We look forward to providing you with the highest level of service and security for many years to come.

Andrew Harvey
Managing Director
Personal Insurances

Index
Building

	Basis of Claims Settlement
	Buildings Gold (Accidental Damage)
	Cables and Underground Pipes
	Demolition and Site Clearance
	Glass and Sanitary Ware
	Insured Causes
	Lock Replacement
	Professional Fees
	Property Owner's Liability
	Sale of the Home
	Temporary Accommodation

Caravan
Claims and Underwriting Exchange .
Complaints Procedure
Conditions Which Apply To The Whole Policy
Contents

	Audio, Visual and Computer Equipment
	Basis of Claims Settlement
	Conditions Which Applies to section 4
	Contents Gold
	Contents in the Open
	Contents Temporarily
	December and Wedding Gifts Increase
	Food in Freezer or Refrigerator
	Glass and Mirrors
	House Removal
	Insured Causes
	Jury Service
	Lock Replacement
	No Claim Discount
	Occupier's and Personal Liabilities
	Oil and Water
	Personal Accident
	Prams and Wheelchairs
	Temporary Accommodation
	Tenant's Liability
	Title Deeds

Definitions (general)
Definitions (legal expenses)
Endorsements
Garden Cover
Gas Boiler and Central Heating Breakdown
General Exclusions Which Apply to the Whole Policy
Legal Expenses
Making a Claim
Personal Possessions



Home Solutions Policy
We will provide insurance against loss, damage or injury which may occur during the Period of Insurance in accordance with the Sections specified in the Schedule subject to the exclusions, conditions and endorsements of the Policy.

We have discretion following a claim to make payment in money or effect necessary repair, replacement or reinstatement.

The Policy, Schedule and Specifications shall be read together as one contract.

Please read the Policy, Schedule and any Specifications to ensure that they have been prepared in accordance with the cover you have selected. If they are not correct, or do not meet your wishes, please return them immediately.


Definitions
The definitions shown alongside the following words or expressions will apply wherever they appear in the Schedule, Specifications or Endorsements. They also apply wherever they appear in the Policy other than Section 6 for which separate definitions apply . Additional definitions apply to Section 7.

accidental damage	Unexpected and unintended damage caused by sudden and external means.
British Isles	Great Britain, Northern Ireland, the Republic of Ireland, the Channel Islands and the Isle of Man.
buildings	The home, its permanent fixtures and fittings, patios, terraces, hard tennis courts, sunken swimming pools, ornamental ponds, fountains, cesspits, septic tanks, central heating fuel tanks, paths, drives, walls, gates, fences, railings and lampposts all situated at the Address of the Home in the Schedule excluding satellite television receiving equipment, television or radio aerials, aerial fittings, aerial masts or plinths.
central heating boiler	The gas central heating boiler of up to 44kW output or 60kW input used in the home.
central heating system	The central heating boiler and the gas supply from the appliance isolating cock, together with the pump, thermostatic radiator valves, motorised valves and cylinder thermostat, time, temperature and pressure controls, radiators, pipework, hot water cylinder, feed and expansion tank, flueing and shower pump, or, in the case of warm air, ductwork and heat emitters, together with any multipoint or circulator water heater providing domestic hot water.
claim	A single loss or series of losses arising from one event for which insurance is provided by the Policy.
contents	Household goods and appliances, furniture and furnishings, money up to £500, and any other property belonging to or the responsibility of you or a member of the family and tenants fixtures and fittings other than  the structure, permanent fixtures or fittings, ceilings or decorations of the home  property more specifically insured on an individually listed basis, on this or any other policy, except valuables deeds, securities and documents aircraft, hovercraft, watercraft (which includes sailboards and surfboards), mechanically powered vehicles and their respective parts and accessories except audio equipment designed to be removable not in or on a vehicle caravans, mobile homes, trailers and their respective parts and accessories any living creature property held or used for business or professional purposes other than homeworking equipment.
garden	The plants, lawns, bushes, shrubs, trees, flower beds, statues and ornaments in the domestic garden contained within the boundaries of the home.
family	You and your spouse, children, parents, relatives and other persons, all permanently living in the home.
home	The building of the house, flat or bungalow, also its garages, garage fixtures and fittings and, provided they are situated at the Address of the Home in the Schedule, outbuildings.
homeworking equipment	Personal Computers including monitors and keyboards, printers, modems, facsimile machines, photocopiers, telephone equipment, answering machines and any other office equipment or furniture used for business or professional purposes.
index linked	Buildings- the sum insured stated in the Schedule will be adjusted monthly in line with the House Rebuilding Cost Index produced by the Royal Institution of Chartered Surveyors. At each renewal the premium will be calculated on the adjusted sum insured. In the event of a claim the sum insured will continue to be adjusted during the period necessary to repair the buildings provided repairs are carried out as soon as reasonably possible. Note: All adjustments referred to in this definition will be upwards only. The sums insured will not be reduced unless you advise us to do so in writing.
mechanically powered vehicles	Any electrically or mechanically powered vehicle other than wheelchairs, domestic garden implements, golf trolleys, battery operated or pedestrian controlled toys or pedestrian controlled models.
money	Cash, currency or bank notes, unused postage stamps, savings and trading stamps, cheques, postal and money orders, savings certificates and bonds, travellers’ cheques, travel tickets, luncheon vouchers, phone cards and gift tokens.
pedal cycle(s)	Pedal cycles including their respective parts and accessories.
unfurnished	Left insufficiently furnished for full habitation for more than 30 consecutive days.
unoccupied	Not lived in by you, or any other person authorised by you, for more than 30 consecutive days.
unspecified personal possessions	Articles of gold, silver or other precious metal, jewellery, watches, furs (including fur coats, jackets and stoles), photographic equipment and accessories, binoculars, wearing apparel, sports equipment and other personal articles normally worn, used or carried about the person excluding: a.  household goods b. property more specifically insured c. deeds, securities and documents d.  aircraft, hovercraft, watercraft (which includes sailboards and surfboards), mechanically powered vehicles and their respective parts and accessories e. caravans, mobile homes, trailers and their respective parts and accessories f. livestock and pets g. contact lenses h. pedal cycles i.  money.
valuables	Any article of gold, silver or other precious metal, jewellery, fur (including fur coat, jacket, stole), picture or other work of art, collection of stamps or coins.
we/us/our	Zurich Insurance Company.
you/your	The person(s) named in the Schedule as the Insured.

Section 1 – Buildings

The sum insured stated in the Schedule is index linked and will not be reduced by the amount of any claim payment.

Basis of Claims Settlement
We will pay the cost incurred in repairing, replacing or reinstating the buildings subject to the following provisos:

A deduction for wear and tear will be made if:

Buildings Gold
This cover only applies when ‘Buildings Gold’ appears in the Schedule.

Note 1: Cover under this Section is administered by Aon Home Assistance on our behalf. This will involve the use of pre-vetted sub-contractors to carry out repairs. These contractors are registered with The Council of Registered Gas Installers (C.O.R.G.I.).

Note 2 : If you smell gas in your home contact the emergency gas services (refer to your local telephone directory) before contacting Aon Home Assistance.

Exclusions which apply to Section 2

1. The replacement of the central heating boiler in the event of spare parts or components not being readily available from the manufacturer or their approved suppliers.
   
   
2.  We will not repair any fault to the central heating boiler if the cost of such repair (together with the cost of all previous repairs within the current Period of Insurance) exceeds the replacement cost of the boiler.
   
   
3. Adjustment to time and temperature controls and automatic time clocks and programmers when a manual override is available.
   
   
4. The replacement of decorative parts.
   
   
5. Any domestic water supply from the hot water cylinder to and including taps.
    
   
6. The cold water supply tank, its feed and outlets.
   
   
7. Any defect or inadequacy attributable to the original design of the central heating system.
   
   
8. The fabric of the building or pipeworks, ductwork and flue pipework buried in it.
   
   
9. Any defect caused through malicious or wilful action, negligence, misuse or third party interference.
   
   
10. Any defect or damage occasioned by fire, lightning, explosion, flood, storm, frost, impact or any other extraneous cause.
    
    
11. Consequential damage or loss arising as a result of a defect occurring in the central heating system.
    
    
12. Any defect or damage occurring from a failure of the public electricity or water supply.
    
    
13. Descaling and any work arising from hard water scale deposits or from damage caused by aggressive water.
    
    
14. Shower rose, handset, flexible hose and mixer valve.
    
    

Conditions which apply to Section 2

1. We will not accept responsibility for any delay in the provision of spare parts by suppliers.
   
   
2. We may supply and fit adequate replacement parts or components which are not the same as the parts being replaced but are approved by the appliance manufacturer.
   
   

Basis of Claims Settlement

Section 4 – Contents

Basis of Claims Settlement

We will pay the cost of repair incurred or where the contents are lost or damaged beyond repair the cost of replacement or reinstatement as new or if unavailable its nearest equivalent.

A deduction for wear and tear will be made:

• in respect of clothing and household linen if lost or damaged beyond repair
  
  
• where the sum insured on contents at the time of loss or damage is less than the cost of replacing the total contents in a new condition (after making an allowance for wear and tear on articles of clothing and household linen).

We have discretion following a claim to make payment in money or effect necessary repair, replacement or reinstatement. Any cash payment will be limited to the cost to us of an equivalent replacement.

The maximum amount payable for each claim under paragraphs 1 to 10, 13 and 16, and where applicable paragraph 27, of this Section is the Contents sum insured stated in the Schedule less any amount stated in the Exclusions. The sum insured stated in the Schedule will not be reduced by the amount of any claim payment.

We will not pay the cost of replacing any undamaged item or part of any item solely because it forms part of a set, suite or one of a number of items of a similar nature, colour or design.

The total amount of valuables and the maximum amount payable in respect of any one valuable item are restricted to the limits shown in the schedule.

Section 6 - Legal Expenses

To make a claim under this Section, please call Eastgate Assistance on 08705 234-500 giving details of the problem. The full claims procedure for legal expenses appears on page 31.

Definitions for the purposes of Section 6 Only

 

 

Exclusions which apply to Section 6

1. The first £50 of each claim.
   
   
2. Appeals unless:
• you notify us in writing of your wish to appeal at least six working days before the deadline for giving notice of appeal expires, and
  
•  we consider the appeal to have a reasonable chance of success.
  
  
3. Professional costs and expenses incurred:
   • before we have written to confirm acceptance of a claim
   • higher than we have agreed
   • where we are not reasonably sure that the defendant has sufficient assets to meet any judgement.
     
     
4. Professional costs and expenses, fines or other penalties which a court of criminal jurisdiction orders you to pay.
   
   
5. Claims made or considered against us, or Eastgate Assistance, under this Section of the Policy only.
   
   
6. Any incident involving a motor vehicle driven by you if you do not hold (or are disqualified from holding or obtaining) a driving licence at the time of the incident.
   
   
7. Any claim where the event or cause began before cover under this Section of the Policy commenced.
   
   
8. Any professional costs and expenses that can be recovered under another Section of the Policy or any other insurance.
   
   
9. Expert witness fees unless we have agreed in advance to the calling of the witness and to the amount of the fees.
   
   
10. Your travelling expenses, subsistence allowance or compensation for absence from work.
    
    
11. Claims directly or indirectly caused by, contributed to by or arising from:
    
    
    • your business, trade, profession (other than a claim under paragraphs 1(i), 1(iv) and 2(i))
    • any venture for gain
    • your deliberate or criminal act or omission
    • the construction or structural alteration of your buildings or parts of them
      
    • planning law including Town and Country Planning
      
    • subsidence, mining or quarrying
      
    • patents, copyrights, trademarks, merchandise marks, service marks, registered designs, intellectual or artistic property, secrecy and confidentiality agreements and passing off
      
    • libel, slander or malicious falsehood
    • divorce, judicial separation, matrimonial matters, cohabitation, custody, access, maintenance or proceedings including ancillary relief, custody, access, parental responsibility, contact, cohabitation or affiliation
    • actual, planned or proposed works by or under the order of any government or public or local authority
      
    • a lease or licence to occupy land or property
    • a dispute with a rating authority on rateable values or taxation bands
      
    • an application for a judicial review
      
    • computer software except operating systems and packaged software that have not been tailored by the supplier to your own requirements
    • The Equal Pay Act 1970 and amending legislation.
      
      
12.  Any further professional costs and expenses if you withdraw instructions from the professional adviser or the professional adviser refuses to continue acting for you. You will become responsible for all professional costs and expenses incurred both prior to and after such withdrawal, unless at our absolute discretion we agree to the appointment of another professional adviser.
    
    
13.  If you are unsuccessful in proceedings you may not take any further legal action in the same case at our expense without our prior written permission.
    
    

Conditions which apply to Section 6

1. You must notify us in writing as soon as reasonably possible but in any event within 180 days about any matter which could result in a claim being made under this Section.
   
   
2. If, after receiving a claim, or at any time thereafter we decide that:
   • your prospects of success in proceedings are insufficient
   • your interests would be better served by another course of action
   • we cannot agree to the claim
     
     

   we will write to you giving our reasons. Subject to the rest of this condition, we will not be bound to pay any professional costs and expenses or any further professional costs and expenses for the claim.
   
   If you are not satisfied with our decision, you may ask us to get the opinion of a professional adviser nominated by the Law Society about whether our view is sound and reasonable. Both you and we are bound by that opinion. If the professional adviser notifies us within one month that our view is unsound or unreasonable, we will agree to pay the professional costs and expenses of those proceedings. We will also pay for that professional adviser’s opinion.
   
   If the professional adviser thinks that our view is sound and reasonable, you must pay for the professional adviser’s opinion and may not begin proceedings in respect of that claim at our expense.

3. At any time before proceedings are issued

   • we will appoint a professional adviser to act for you and us
   • we may take over the claim and deal with it in your name.
     
     

   If proceedings need to be issued you may inform us of your choice of a professional adviser. We may accept your choice if the professional adviser confirms in writing that he or she will co-operate with you so you can keep to the terms of this Section. We must also agree the hourly rate or agreed fees we will pay your professional adviser. The hourly rate will depend upon how complicated the case is, the amount at stake and where you live. If we cannot agree with your choice of professional adviser, you may suggest another. If we still cannot agree upon a suitable professional adviser, we will ask the Law Society to choose a solicitor to act for you. You and we must accept their decision.
   
   If your professional adviser refuses to continue acting for you for reasonable cause, or you discontinue his or her instructions then our liability will stop at once unless we agree to the appointment of another professional adviser.

4. If another person is ordered, or agrees, to pay you all or any costs and expenses, either in full or by instalments, 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 another person was ordered, or agreed to pay by way of costs.
   

5. We will not be bound by any promise or undertaking given by you to the professional adviser.
   

6. You will send us all bills for professional costs and expenses immediately on receiving them.
   

7. If we request it, you must request the professional adviser to send his bill to be examined or certified by the Law Society or any other appropriate body.
   

8. If you die, we will insure your legal personal representatives to pursue claims on your behalf covered by this Section of the Policy arising from your death provided they keep to the terms of the Policy.

9. You must:

   • give proper instructions in due time
   • provide information at your expense
   • not do anything to prejudice your case, or our position.
     
     
10. If there is a dispute under this Section between you and us for which provision is not otherwise made, such dispute must be referred by you to the arbitration of a single arbitrator who shall be either a solicitor or a barrister nominated by the parties or, failing agreement, nominated by the Law Society. Such arbitration shall be in accordance with the provisions of the Arbitration Acts then in force and shall be binding on the parties.
    
    
11. If the claim is accepted we will write to confirm this. We will not pay any professional costs and expenses incurred before we have confirmed acceptance of a claim in writing, nor any professional costs and expenses unless we have approved them in advance.
    
    
12. You must co-operate fully with us in all respects. You must keep us fully informed of all important developments in your case.
    
    
13. You or the professional adviser must notify us prior to accepting or rejecting any offer or payment into court with a view to a settlement. If you do not accept this offer for payment and we consider that the outcome of the case will be equally or less favourable to you than the offer or payment we shall only be liable for any further professional costs and expenses after the offer or payment was made, if we have given our authority for the case to continue.
    
    
14. Our liability to make any payment under this Section of the Policy will be conditional upon compliance with its terms and conditions.
    
    

Claims Procedure under Section 6

1. To make a claim, please call Eastgate Assistance on 08705 234-500 giving details of the problem. You will then be sent a Legal Expenses Claim form for completion.
   
   
2. The claim form should be returned to Eastgate Assistance, Eastgate House, Stephenson Road, The Business Park, Colchester, Essex CO4 4QR giving:
   
   
• a full and truthful report of the facts
  
• names of any possible witnesses
  
• any written or other evidence.
  
  
3.  We may investigate the case and, subject to your final approval (which will not be unreasonably withheld), try to settle it.
   
   
4. You will instruct the professional adviser to send us immediately any relevant documents, information or advice. You will give the professional adviser any other instructions that the professional adviser or we may require.
   
   
5. All letters to us must be sent to the address in Paragraph 2. Our letters will be sent to the address shown in our records or, if we accept the claim, to the address of the professional adviser.
   
   

Section 7 – Caravan

Definitions for the purposes of Section 7 Only

The definitions shown alongside the following words or expressions will apply wherever they appear in Section 7 of the Policy.

Basis of Claims Settlement

We will pay the cost incurred in repairing or replacing the caravan or make a cash settlement which does not exceed the market value of the caravan at the time of the loss or damage.

If, within one year of purchase as new in your name, your caravan is:

1.  stolen and not recovered
    or
   
2. damaged to an extent greater than 60% of the manufacturer’s list price (including Value Added Tax) at the time of the loss or damage
   

we will, replace the caravan with a new caravan of the same manufacture and model if available, or the nearest equivalent, or at our discretion pay cash equivalent to the manufacturer’s last list price (including Value Added Tax) at the time of loss or damage provided that the maximum amount payable by us does not exceed:

(i)  the original purchase price as new of the lost or damaged caravan
 or
(ii) the value of the lost or damaged caravan as last advised to us

     whichever is the less.

Following settlement on this basis the caravan will then belong to us.

We will not pay a greater sum than the maker’s last list price in the United Kingdom for the supply of any spare part (together with a reasonable charge for fitting).

The maximum amount payable for each claim is the sum insured stated in the Schedule plus reasonable removal and delivery costs less any amount stated in the Exclusions.

We will pay the cost incurred in repairing or replacing furniture, furnishings, utensils and household linen, or where the item is lost or damaged beyond repair, the cost of replacement as new (or, if unavailable, its nearest equivalent). A deduction for wear and tear will be made in respect of household linen lost or damaged beyond repair.