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Boiler Breakdown and Multi-ApplianceInsurance Policy
Underwritten by certain Underwriters at Lloyds
CONTENTS
Page
Boiler Breakdown and Multi-Appliance Policy 1
Policy Limits 3
Section A - Boiler Cover 3
Section B - Multiple Appliance Cover 5
General exclusions relating to all sections of cover 9
General Conditions 9
Customer Complaints 11
Legal, Regulatory and Other Information 13
Definitions 15
BOILER BREAKDOWN AND MULTI-APPLIANCE POLICY
Welcome to the Park Home Assist Boiler Breakdown and Multi Appliance Policy which can provide cover against boiler breakdown, and multi-appliance cover depending on which level of cover you select.
The two levels of cover available are:• Boiler Breakdown (Section A) only• Boiler Breakdown and Multi-appliance cover (Sections A and B).
This is 12 month contract with the premium payable annually in advance.
To qualify for Boiler Breakdown cover:• you must live in a Residential Park Home which must be your main or only
residence.• your boiler must be under 12 years of age• your boiler must have been serviced in the past 12 months, or must be serviced
before cover commences.
To qualify for Multi-appliance cover:• you must live in a Residential Park Home which must be your main or only
residence.• the appliances must be under 8 years of age.
Cooling offIf you decide that you do not want this cover you may cancel within 14 days of the start of cover by contacting the policy administrators and receive a full refund of your premium provided that you have not made a claim. If you wish to cancel after this time, please see the ‘Cancellation’ section on page 14.
*Please read this document carefully and keep it in a safe place*
The Policy AdministratorsThis insurance has been provided to you by Park Home Assist Insurance Services and has been arranged by Canopius UK Specialty Limited.
The InsurersBoiler Breakdown and Multi-Appliance insurance is underwritten by Lloyd’s Syndicates 4444 which is managed by Canopius Managing Agents Limited. Canopius Managing Agents Limited is a managing agent at Lloyd’s which is authorised by the
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Prudential Regulation Authority and regulated by the Financial Conduct Authority and the Prudential Regulation Authority, Firm Reference Number 204847. Canopius Managing Agents Limited is registered in England & Wales number 01514453. Registered office: Gallery 9, One Lime Street, London, EC3M 7HA.
The Claims administratorsClaims are handled by Davies Management Services (DMS) on behalf of the Insurers 24 hours a day, 365 days a year.
Language Some words and phrases have specific meanings whenever they appear in this document, and any endorsements that may be issued. These words and phrases will be shown in italic type and have the meaning shown in the ‘Definitions’ section at the end of this document.
All communication with you will be in English. If you have any disability which makes communication difficult please contact Park Home Assist Insurance Services and they will be pleased to help.
Certification of Cover This Policy Wording and your insurance schedule are issued to you by Park Home Assist Insurance Services in its capacity as agent of the Insurers under contract reference B6839P1099AAA. In exchange for you paying the premium for your Boiler Breakdown and Multi-Appliance insurance policy, you are insured in accordance with the Terms & Conditions contained in these documents (and any amendments made to them) for the duration of your policy.
Signed by
(Signatory)Authorised signatory of Park Home Assist Insurance Services
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POLICY LIMITS
Please note that there are limits to the amount we will pay and these vary by cover section. These limits are detailed in the Sections below and confirmed on the schedule. You may also be required to pay an excess when you make a claim. Again, the amount of any excess will be shown on your schedule.
SECTION A – BOILER COVER
You are covered for the following:In the event that your boiler breaks down we will pay up to:• up to £1,200 per claim, for call out, labour, parts, materials and VAT if your
boiler is less than seven years old; or• up to £350 per claim, for call out, labour, parts, materials and VAT if your boiler
is more than seven years old and less than twelve years old.
There is no limit to the number of times you can claim. If, in our opinion, your boiler is beyond economic repair, we will give you:• up to £1,200 towards a replacement boiler if your boiler is less than seven years
old; or• up to £350 towards a replacement boiler if your boiler is more than seven years
old and less than twelve years old.
This can be claimed by providing a copy of the receipt for your replacement boiler within 60 days of the call out. Failure to replace your boiler will mean that cover under this section no longer applies.
You are not covered under this section for:1. Any excess applicable, as shown on your schedule.2. Any boiler over 70kw and/or not purpose built for domestic use.3. Repairs required as a result of design faults or installation errors.4. Repairs that require a chemical flush of your boiler.5. Any non-functional decorative parts, trim or casing.6. Repair and replacement of flues which are not part of your boiler;7. Adjustments to the central heating controls including the relighting of the pilot
light/flame.8. Descaling or desludging and any work arising from damage caused by hard
water scale, rust or sludge deposit or from damage caused by corrosive water, water with a high chemical content or any water pressure adjustments on sealed installations.
9. Any breakdown which happens before the start of your period of insurance or
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within 14 days of the start of this insurance. The 14-day restriction only applies at the start of your policy; it does not apply when you renew your cover. If you have upgraded your policy to include additional sections this 14-day exclusion period applies to the additional sections from the point at which they are added.
10. Any boiler other than the main boiler in your home.11. Any loss or damage arising from circumstances that you were aware of at the
time of entering into this contract, which existed before your application for this insurance policy or which occurs during the 14 day exclusion period.
12. Any cost, including the cost of parts or services, relating to work carried out by your own contractor unless it has been agreed by the Insurers, prior to work commencing, through the 24-hour claims number.
13. Any loss or damage resulting from a lack of proper maintenance, including that caused by or to a boiler which has not been properly maintained in accordance with the manufacturer’s instructions.
14. Any claim relating to the failure of equipment or facilities which is a result of them being incorrectly installed, repaired or modified, or which is caused by a design fault which makes them inadequate or unfit for use, or any boiler which has not been correctly installed to British Standards.
15. Claims for parts or labour if the equipment or facility is still under guarantee or warranty from the manufacturer, supplier or installer.
16. Any damage or costs incurred in gaining access to your boiler.17. Any damage to the fabric of the property and any contents, fixtures, fitting or
other item of equipment, not directly causing the breakdown.18. Any claim excluded under ‘General Exclusions’ on page 14
How to claim under Section A In the event of a claim please contact the claims administrators on 0344 856 3843 for validation and assistance.
Please note that we reserve the right to invoice you for callout and repairs if your boiler has not been serviced in the prior 12 months to the commencement of this policy.
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SECTION B – MULTIPLE APPLIANCE COVER
(If you have selected, and paid a premium for, cover under Section B, it will be shown on your schedule.)We will provide cover for up to 3 insured products against breakdown in normal use as a result of mechanical or electrical failure resulting in an insured product ceasing to operate in accordance with the manufacturer’s specification.Appliances1. You may choose to cover up to 3 items at any one time from the lists below:
2. Only appliances less than 8 years old from their original purchase date are eligible under this policy. When an insured product is approaching 8 years old you must contact the policy administrators to discuss your options. When an insured product is 8 years old, the cover will end in respect of that product.
3. You may substitute an insured product if it is no longer eligible for cover under this policy, it has been replaced under the terms of this policy or it is no longer owned by you, subject to our acceptance.
4. To substitute any appliances you should contact the policy administrators on 02604 746 785.
5. If you substitute an appliance we will not pay for any breakdown occurring during the first 30 days that it is covered by this policy.
What Is CoveredWe will cover you for the cost of repairing your insured product, including parts and labour charges within the period of insurance, as a result of mechanical or electrical failure which results in the insured product ceasing to operate in accordance with the manufacturer’s specification. If the insured product is not able to be repaired economically, we will pay for the cost of replacing the insured product with an appliance of identical or similar specification subject to the limit of cover as specified in “Limits of Multi-Appliance Cover” Section below.
You will be responsible for arranging the supply and installation of any replacement products.
• Cooker• Hob• Cooker hood• Oven• Dishwasher• Freezer
• Fridge• Fridge Freezer• Microwave• Tumble Dryer• Washer / Dryer• Washing Machine
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Limits of Multi–Appliance Cover1. The maximum payment for a single claim shall not exceed the original verified
purchase price of the insured product as shown on your policy schedule, subject to a maximum of £1,000.
2. If you make a claim and repairing or replacing an insured product would exceed the limit stated in this “Limits of Cover - (i)” Section above, we may make a settlement up to the limit or we may agree to replace the insured product with an alternative appliance of a lower value if this better meets your needs.
3. If we agree to authorise a replacement for an insured product and an identical appliance is not available we will authorise a new or refurbished appliance of the same or equivalent specification and quality.
4. If you purchase a cheaper replacement appliance following a claim, we will only pay you the cost of the replacement product less any contribution you are required to pay under the terms of this policy.
5. This cover is limited to Great Britain.6. Following a review of your claim or a report from a qualified engineer confirming
that your insured product is considered to be a total loss, you will be required to pay a contribution towards the cost of the replacement appliance on the following basis:
Age of Appliance Insured Contribution 5 years old and under £25 excess Over 5 years old 50% And under 8 years old
What is NOT Covered?We will not cover:1. the excess that applies to your policy as shown in your schedule;2. the cost of any failure to an insured product within the first 30 days of your
policy;3. any mechanical/electrical breakdown claims arising outside of the period of
insurance;4. any loss, damage, malfunction or breakdown resulting from or as a consequence
of: (a) fire, lightning, explosion or flood; (b) theft or any attempted theft; (c) the variation and/or failure of electrical supplies for any reason
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includiing adverse weather conditions; (d) any wilful act or neglect; (e) damage caused by sand, sea water, the action of sunlight, wind, weather or other natural elements; (f) the insured product not being installed correctly or operated in accordance with the manufacturer’s instructions; (g) use of the insured product where this is not being used domestically by you or your family permanently living with you. For example, where you act as a landlord and the use of the insured product is by your tenants in a rented property; (h) use of unapproved accessories; (i) any repairs carried out outside Great Britain; (j) the incorrect installation and maintenance of appliances or the cleaning of filters; (k) any repairs carried out without our prior authority; (l) appliances bought second hand; (m) any insured product 8 years old or above; (n) the cost of: (a) call out charges where no fault is found; (b) servicing, inspection and maintenance of the insured product which may include cleaning or clearing of block ages; (c) rectifying cosmetic damage not affecting the safe use of the product, or the replacement of or adjustment to plastic, metal trim badges or insignia; (d) consumable parts including but not limited to: internal fuses, projection lamps, light bulbs, disposable bags, filters, oven liners, batteries or styli and any parts requiring routine replacement; (e) materials or labour charges for which the manufacturer, supplier, installer or repairer may be responsible for under any guarantee or warranty; (f) work covered by the manufacturer’s recall of the product; (g) unblocking drainage channels on refrigeration equipment; (h) rusting, corrosion, denting or scratching; (i) removal of the insured product or delivery and installa tion of a replacement product if the insured product is considered a total loss;
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5. any accidental damage to the insured product or cosmetic damage to exterior panels;
6. any breakdown claims arising during the manufacturer’s guarantee period.7. Any claim which falls within the General Exclusions on page 13
How to claim under Section B
In the event of a claim please contact the claims administrators on 0344 856 3843 for validation and assistance, they are aravailable 24 hours a day, 365 days a year
If a repair is considered to be a total loss, we may agree the insured product can be replaced with a product of similar or equivalent specification. In this instance we reserve the right to take ownership of the damaged insured product. However, we are not obliged to take ownership of or dispose of the insured product on your behalf.
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GENERAL EXCLUSIONS RELATING TO ALL SECTIONS OF COVER
We will not pay for any claim due to, or provide any annual service necessitated by; 1. War, invasion, acts of foreign enemies, hostilities (whether war be declared or
not), civil war, rebellion, revolution, insurrection, military or usurped power, riot or civil commotion, terrorist activity of any kind;
2. Damage caused by pressure waves from aircraft and other aerial devices travelling at sonic or supersonic speeds.
3. Any legal liability, loss or damage to any property, or any resulting loss or expense directly or indirectly caused by or contributing to or arising from ionising radiation or contamination by radioactivity from any nuclear fuel or from any nuclear waste from the combustion of nuclear fuel.
4. Loss, damage, or any resulting loss or liability or injury directly or indirectly caused by, contributed to or arising from pollution or contamination unless it is: caused by a sudden, identified, unexpected and unforeseen accident which happens in its entirety at a specific moment of time during the period of insurance at the property; and reported to us within 30 days of the end of the period of insurance. In which case, all such pollution or contamination will be considered to have happened at the time of such accident.
5. Claims where your home has been unoccupied for more than 60 consecutive days.
6. Damage caused by a deliberate act by you, your tenant or anyone else living in your home.
7. Any fixture where its replacement is solely necessary as a result of changes in legislation or health and safety guidelines.
GENERAL CONDITIONS
Telling us about a changeYou must tell us immediately about any changes to the information you have already provided e.g. change of occupancy or change of boiler or appliance. If you are not sure if information is relevant, please ask the administrators or us. If you do not tell us about relevant changes, your insurance may not cover you fully, or at all.
Fraudulent Claims or Misleading InformationThe Insurers take a robust approach to fraud prevention in order to keep premium rates down so that you do not have to pay for other people’s dishonesty. If any claim under this insurance is fraudulent, exaggerated, or is intended to mislead, or if any
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misleading or fraudulent means are used by you or anyone acting on your behalf to obtain benefit under this insurance, your right to any benefit under this insurance will end, your policy will be cancelled and the Insurers will be entitled to recover any benefit paid and costs incurred as a result of any such fraudulent or misleading claim. The Insurers may also inform the police.
Renewal of your PolicyYou will be contacted up to a month before the renewal date and told about any changes to the premium or the policy terms and conditions. You will also be told if we are unable to renew your policy.
If your personal details change before your policy renews, including your credit card or debit card details, please tell the administrators. Unless you notify us otherwise, we will continue to use the card details you have provided.
When you receive your renewal notice, you must also provide the administrators with details of any changes to since your policy started (or since the policy last renewed if you have held the policy for more than one year) e.g. change of occupancy or change of boiler or appliance.
If you do not want us to arrange to renew your policy, just call the administrators on 01604 746 785.
Cancellation of cover after the cooling-off periodIf you wish to cancel your insurance after the first 30 days, please contact the administrators. You will be entitled to a refund of your premium proportionate to the tome remaining in period of insurance, less an administration fee, provided you have not made (and do not intend to make) a claim.
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CUSTOMER COMPLAINTS
Our aim is to provide you with a high quality service at all times, although we do appreciate that there may be instances where you feel it is necessary to lodge a complaint.
If you do wish to complain, please note the 3 steps below, along with the relevant contact details for each step.
Please take special note however that should you wish to direct your complaint directly to Lloyd’s in the first instance, you may do so by using the contact information referenced in Step 2 below.
Step 1:In the first instance, if your complaint does not relate to a claim please direct it to:
Park Home Assist Insurance Services, Royal House, Queenswood, Newport Pagnell Road West, Northampton, NN4 7JJ
Tel: 01604 746 785Email: [email protected]
or if your complaint does relate to the claim, please direct it to:Davies Response, Unit 7 Henwood Business Centre, Henwood,
Ashford, Kent, TN24 8DHTel: 0344 856 3843
Email: [email protected]
Step 2:Should you remain dissatisfied with the outcome of your complaint from Hastings Direct or the claims administrators your legal rights are not affected, and you may refer your complaint to Lloyd’s.
Lloyd’s contact information is:Complaints at Lloyd’s
Fidentia House, Walter Burke Way Chatham Maritime, Kent ME4 4RN
Tel: +44 (0)20 7327 5693Email: [email protected]
Website: www.lloyds.com/complaints
Details of Lloyd’s complaints procedure are set out in a leaflet “Your Complaint - How We Can Help”, which is available at http://www.lloyds.com/complaints. Alternatively, you may ask Lloyd’s for a hard copy.
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Step 3:If you remain dissatisfied after Lloyd’s has considered your complaint, you may have the right to refer your complaint to the Financial Ombudsman Service. The Financial Ombudsman Service is an independent service in the UK for settling disputes between consumers and businesses providing financial services.
The contact information is:Financial Ombudsman Service
Exchange TowerLondon E14 9SR
Tel: 0800 0234 567 (calls to this number are free on mobile phones and landlines).Tel: 0300 1239 123 (calls to this number cost no more than calls to
01 and 02 numbers).Email: [email protected]
Website: www.financial-ombudsman.org.uk
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LEGAL, REGULATORY AND OTHER INFORMATION
LawThis contract is subject to English law unless both parties agree otherwise. This contract is written in English and all communications about it will be conducted in English.
Insurer DetailsCanopius Managing Agents Limited is authorised by the Prudential Regulation Authority and regulated by the Financial Conduct Authority and the Prudential Regulation Authority, Firm Reference Number 204847. Canopius Managing Agents Limited is registered in England & Wales number 01514453. Registered office: Gallery 9, One Lime Street, London, EC3M 7HA
Financial Services Compensation SchemeThe Insurers are covered by the Financial Services Compensation Scheme. You may be entitled to compensation from the Scheme if the Insurers is unable to meet its obligation to you under this contract. Further information can be obtained from the Financial Services Compensation Scheme, 10th Floor, Beaufort House, 15 St. Botolph Street, London, EC3A 7QU. Tel: 0800 678 1100 (Freephone) or 020 7741 4100. Website: www.fscs.org.uk
Data ProtectionAny information provided to us by you or regarding you will be processed by us in compliance with the provisions of the Data Protection Act 1998 for the purpose of providing insurance and handling claims. This may necessitate providing such information to third parties.
All phone calls relating to applications and claims may be monitored and recorded and the recordings used for fraud prevention and detection, training and quality control purposes. Subject to the provisions of the Data Protection Act 1998 you are entitled to receive a copy of the information we hold about you. You may be charged a fee for this. Such requests should be made to:
The Data Protection OfficerCanopius Managing Agents Limited
Gallery 9 One Lime Street
London EC3M 7HA
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Any information you give us will be used by us and we may also share this information with other group companies.
For more information on the Data Protection Act you may also write to the Office of the Information Commissioner at:
Wycliffe HouseWater Lane Wilmslow Cheshire SK9 5AF
Tel No: 0303 123 1113 or 01625 54 57 45Email: [email protected]
Several Liability The subscribing insurers’ obligations under contracts of insurance to which they subscribe are several and not joint and are limited solely to the extent of their individual subscriptions. The subscribing insurers are not responsible for the subscription of any co-subscribing insurer who for any reason does not satisfy all or part of its obligations.
SanctionsWe shall not provide any benefit under this contract of insurance to the extent of providing cover, payment of any claim or the provision of any benefit where doing so would breach any sanction, prohibition or restriction imposed by law or regulation.
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DEFINITIONS
The following words and phrases have the meaning given below wherever they appear in italic type.
Beyond economic RepairMeans the cost of repairs exceeds the current value of your boiler, taking into con-sideration its age and condition, or where spare parts are not readily available.
Boiler Means your domestic boiler contained within your home with an output not exceeding 70 kw, including the appliance isolating valve and manufacturer fitted components within the boiler as well as the motorised valves, thermostat, and time, temperature and pressure controls. This does not include warm air and solar heating systems or any boiler that is not the main boiler in your home.
Breakdown Means a sudden and unexpected problem with your main heating system.
Claims administratorsMeans Davies Group Limited, City LUC – Davies, Suite 2/2, 3 Minster Court, Minc-ing Lane, London, EC3R 7DD who provide a 24 hour, 365 day emergency call out service.
ExcessMeans the amount you must pay towards each claim. This amount is shown on your schedule.
Insured product(s)Means the domestic electrical appliances bought new by you, as shown in the schedule.
Insurers Means Lloyd’s Syndicates 4444 which is managed by Canopius Managing Agents Limited.
Manufacturer’s guarantee periodMeans the period during which the insured product is covered under the terms and conditions of the manufacturer’s guarantee.
Mechanical or electrical failureMeans the sudden and unexpected failure of a part arising from any permanent mechanical, electrical or electronic fault which results in the insured product ceasing to operate in accordance with the manufacturer’s specification and means that it needs repairing or replacing before it will work properly.
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Original purchase priceMeans the original amount you paid for the insured product as shown in your schedule;
Policy AdministratorsMeans Park Home Assist Insurance Services, Royal House, Queenswood, Newport Pagnell Road West, Northampton NN4.
Period of insurance Means the period for which the Insurers have agreed to cover you and for which you have paid the required premium as shown on your schedule.
Policyholder Means the person(s) named on your schedule.
Property Means the park home and land within its boundary.
Schedule Means the document which gives details of you, the Insurers, your home and cover.
Total lossMeans a repair we consider to be impossible or uneconomic;
You, your Means the policyholder, spouse or partner living in the home.
We, us, our Means the Insurers.
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Park Home Assist insurance Services Royal HouseQueenswood
Newport Pagnell Road WestNorthampton NN4 7JJ
Telephone: 01604 946 785E-mail: [email protected]
Internet: www.parkhomeassist.co.uk
Park Home Assist Insurance Services is a trading name of Assist Insurance Services Ltd.Assist Insurance Services Ltd is authorised and regulated by the financial Conduct Authority (FCA)
Assist Insurance Services Limited are Registered in England and Wales 5486663Calls may be recorded for training and monitoring purposes.
