Guide to your
Home Insuance cover
Includes:
y Guide to your Boiler Emergency cover
y Guide to your Home Emergency cover
y Guide to your Family Legal Protection
In the event of an incident please call us immediately so we can help.
Claims:
0333 220 2035 Boiler/Home Emergency helpline: 0345 609 4375
These lines are open all day evey day.
Welcome to your Home Insurance cover
This booklet sets out the details of your Home Insurance with us, whether you insure one home under a single policy
or more than one home with a MultiCover policy.
Admiral MultiCover
Admiral MultiCover is designed to cover any number of homes, cars and vans under a single policy. The policy may
include just vehicles (also known as MultiCar), or a combination of vehicles and homes.
MultiCover is all about making things easier. It brings separate policies together under a standard 12-month policy
with a single renewal date and policy number.
You get a set of documents for each home, car or van you have insured. Please read these to make sure you are
familiar with all the terms of your policy.
The policy administrator
All policies must have a policy administrator.
Single policy
If your policy is for just your home, you will be the policy administrator.
The policy administrator is responsible for all payments, including any made by another person. If there is any overdue
amount which needs to be paid, we will contact the policy administrator.
MultiCover policy
Each home, car or van insured under the MultiCover policy will have its own individual policyholder. The policy
administrator will be one of the individual policyholders, and they will be our main point of contact.
If the policy administrator removes their own home or vehicle from the MultiCover policy, they must appoint one of
the other individual policyholders to take over as the policy administrator.
The policy administrator:
y
has access to all documents, information and personal information relating to the individual policies
y
can ask for another individual policyholder to become the policy administrator, and
y
can make changes to all the individual policies.
The policy administrator is responsible for all payments, whether those payments are made by individual
policyholders or any other person. If there is any overdue amount which needs to be paid, we will contact the
policy administrator.
The policy administrator is also responsible for making sure all individual policyholders have access to their policy
documents so they can check and amend the information if necessary.
For details of changes that individual policyholders and named drivers can make to MultiCover policies, please see
general condition 10.
Welcome to your Home Insurance cover (cont.)
When a new individual policy is added to a MultiCover policy, or a home, car or van is added to an individual policy,
the policy administrator gives to anyone who can make changes (as set out in general condition 10, Instructions)
permission to assess and confirm the suitability of the change. This person must consider the policy administrator’s
circumstances and agree to tell them about changes they make to a policy and provide further information if
necessary to confirm cover.
Your Home Insurance cover
This guide describes your Home Insurance cover. Please read it and the other policy documents carefully.
Your Home Insurance contract is made up of this policy booklet, your Home Proposal Confirmation or Home Renewal
Confirmation and your Home Policy Schedule.
This policy booklet provides all the information about your Home Insurance cover. Your Home Policy Schedule shows
the level of cover you have, any optional sections of cover you have chosen, your cover limits and excesses, and any
extra conditions that might apply.
Please read your policy documents carefully and let us know immediately if any of the information is incorrect. This is
important as the agreement to insure you is based on this information.
IMPORTANT
It is important that you tell us if any of the details on your Home Policy Schedule, Home Proposal
Confirmation or Home Renewal Confirmation are wrong, or if any of the information changes during the
period of insurance.
If you do not tell us about incorrect information or changes to details, we can:
y
refuse to pay your claim
y
reduce the amount of cover you have, or
y
declare your policy void (that is, treat it as if it had never existed).
Please see page 12 for full details of the changes you must tell us about.
Welcome to your Home Insurance cover (cont.)
Your contract of insurance has been arranged by us, EUI Limited of Ty Admiral, David Street, Cardiff, CF10 2EH. We are
authorised and regulated by the Financial Conduct Authority (FCA registration number 309378).
By taking out this cover you are entering into two separate agreements.
y
The first agreement is an intermediary agreement with us, EUI Limited. We are responsible for arranging and
managing your home insurance. That agreement, called ‘Your Agreement with EUI’, covers our services, fees and
charges. You are given a copy of this at the start of each period of insurance. It is also available on our website at
www.admiral.com.
y
The second agreement is the contract of insurance with the authorised insurer. The authorised insurer has
agreed to cover you, according to the terms and conditions in this document, against any liability, loss or damage
that arises in connection with your home during a period of insurance.
You only need to contact us about your insurance, and we will arrange everything with the authorised insurer on
your behalf.
Governing law
Unless we have agreed otherwise with you, this insurance is governed by English Law and all communications will be
in English.
Rights of third parties
The contract of insurance is between you and the authorised insurer. Nobody else has any rights relating to this
contract, including under the Contract (Rights of Third Parties) Act 1999.
Our authority
So that this document can be accepted as evidence of your contract of insurance, the authorised insurer has entered
into an agreement with us to allow an Authorised Underwriter of ours to issue this document on their behalf.
Guide to your Home Insuance cover
1
Contents
Guide to your Home Insurance cover
2 Your cover at a glance
4 Home Insurance definitions
8 Claims
12 Keeping your policy up to date
14 Section 1: Buildings
20 Section 2: Contents
29 Liability (I), (II), (III), (IV) and (V)
31 Section 3: Cover away from your home
33 Section 4: Pedal cycles
34 General exceptions to your Home Insurance cover
36 General conditions to your Home Insurance cover
41 Extra conditions that apply to your Home Insurance cover (endorsements)
Guide to your Boiler Emergency cover (Gold only) and Guide to your Home Emergency cover – optional policy
upgrade (included as standard on Platinum)
42 About your cover
Guide to your Family Legal Protection - optional policy upgrade (included as standard on Platinum)
53 About your Family Legal Protection
Comments and complaints
66 How to make a complaint
Privacy and security statement
67 Confidentiality and disclosure of your data
Guide to your Home Insuance cover
2
Your cover at a glance
Types of cover
Your Home Policy Schedule will show you the type of cover you have chosen.
The types of cover available with Home Insurance are listed below, with short explanations to help you understand
whether the cover is suitable for your needs.
General conditions and general exceptions always apply. Extra conditions only apply if they appear in your Home
Policy Schedule.
Buildings cover
This is suitable for customers who need cover for loss of or damage to buildings as a result of a cause listed in Section
1 (a buildings insured risk).
Contents cover
This is suitable for customers who need cover for loss of or damage to contents as a result of a cause listed in Section
2 (a contents insured risk).
Boiler Emergency cover
This is suitable for customers who need cover if their boiler or central heating completely breaks down, or they have
no hot water. The cover helps arrange and pay for emergency work to be carried out to make a temporary repair of
the damage.
Home Emergency cover
This is suitable for customers who need cover if specified events (set out in the ‘Guide to your Boiler Emergency cover
and Home Emergency cover’ on pages 42 to 52) cause an emergency (as defined on page 42) in their home. The cover
helps arrange and pay for work to be carried out to make a temporary repair of the damage.
Family Legal Protection
This is suitable for customers who need cover for the costs of appointing solicitors to deal with certain types of legal
disputes (as set out in this policy document).
Levels of cover
There are three levels of cover.
y
Admiral
y
Gold
y
Platinum
Each level has different features and benefits.
Duration of the cover
The duration of cover for buildings and contents, and any upgrades you have chosen, is shown in your Home Policy
Schedule and will not be more than 12 months. This cover will automatically be renewed unless:
y
you are no longer entitled to the cover, or
y
you tell us that you do not want to renew the cover.
Guide to your Home Insuance cover
3
Your cover at a glance (cont.)
Boiler Emergency cover is included as a standard benefit on Gold and so will automatically renew with the cover for
buildings and contents.
Family Legal Protection cover and Home Emergency cover apply for up to 12 months from the date you added them
to your policy until your policy is renewed or cancelled. This cover will automatically be renewed when your policy
is renewed.
Your level of cover
We know that everyone’s home insurance needs are different, so we offer three levels of cover for you to choose from
– Admiral, Gold and Platinum. Each level of cover provides a different package of policy benefits as standard.
You can change your level of cover but cannot mix and match levels. For example, you can’t choose Platinum cover for
buildings and Gold cover for contents.
If you have more than one home, you can choose different levels of cover for each home. For example, you can choose
a Platinum buildings and contents policy for one home and a Gold contents policy for the other.
How your policy works
Within the policy sections, we’ve included a guide to show whether certain policy benefits are included as standard,
optional, or not available with the level of cover you have chosen. The tables in the policy sections indicate this with
the following symbols.
Included
Optional
Not Included
Below is an example of how the tables in individual sections will be set out.
What is covered What is not covered
ADMIRAL
GOLD
PLATINUM
This part of the tables gives detailed
information on the insurance provided and
must be read with ‘What is not covered’ (to
the right).
This part of the table specifies what is not
included in your policy.
Your Home Policy Schedule will show the level of cover you have, any optional cover you have chosen, your cover
limits and excesses, and any extra conditions that might apply.
IMPORTANT
General conditions and general exceptions, set out on pages 34 to 40, apply to all sections of your policy.
Guide to your Home Insuance cover
4
Home Insurance definitions
When the following words appear in bold in this policy booklet, they will have the meaning shown below.
Accidental breakage
Sudden, unexpected and visible breakage which has not been caused deliberately.
Accidental damage
Sudden, unexpected and visible loss or damage which has not been caused deliberately.
Authorised insurer
Admiral Insurance (Gibraltar) Limited, 2Aa 2nd Floor, Leisure Island Business Centre, 23 Ocean Village Promenade,
Gibraltar, GX11 1AA. Admiral Insurance (Gibraltar) Limited underwrites this policy (meaning they provide the
insurance cover).
Admiral Insurance (Gibraltar) Limited is licensed and regulated by the Gibraltar Financial Services Commission under
the Financial Services (Insurance Companies) Act 1987 of Gibraltar.
Buildings
Your home and its permanent fixtures and fittings, including the following.
y
Central-heating systems, fuel-storage tanks, drains, permanently connected pipes and cables, service tanks and
septic tanks
y
Permanently installed wind turbines, solar panels, electric-vehicle charging points, ground-source-heating pumps,
air-source-heating pumps, hot tubs and swimming pools
y
Drives, decking, boundary hedges, fences, garden walls, gates, hard tennis courts, paths, patios and terraces
Business equipment
Any item that is used mainly for your or your family’s profession, business, trade or employment, or belongs to
your employer.
Business purposes
Activities you carry out at your home in connection with your or your employer’s business, trade or profession.
These activities include, but are not limited to:
y
meeting business visitors
y
providing a service
y
selling or manufacturing products, and
y
storing stock that is intended to be sold or used for manufacturing or providing a service.
Using your home to carry out office work is not considered to be a business purpose.
Contents
Household goods, high-risk items and personal belongings which you or your family own or are legally responsible
for, including tenant’s fixtures and fittings, aerials and satellite dishes, domestic gardening equipment and domestic
motorised vehicles, but not including the following.
y
Any living creature or garden plants
y
Pedal cycles
y
Securities (financial certificates such as shares and bonds), money, credit cards, certificates and documents
y
Landlord’s fixtures and fittings
Guide to your Home Insuance cover
5
Home Insurance definitions (cont.)
y
Any part of the buildings
y
Business equipment
y
Motorised vehicles
Domestic motorised vehicles
Ride-on lawnmowers used in the boundaries of the home, electrically powered mobility carriages, electric
wheelchairs and golf trolleys controlled by a person on foot.
EUI Limited
EUI Limited, Ty Admiral, David Street, Cardiff, CF10 2EH. EUI Limited is authorised and regulated by the Financial
Conduct Authority (FCA registration number 309378). EUI Limited arrange and manage this policy.
Excess
The amount you must pay towards any claim. Your excesses are shown in your Home Policy Schedule.
Family
Your husband, wife or partner, children, foster children, parents, and any other relative who permanently lives with
you at your home address.
Heave
The ground beneath the buildings moving upwards as a result of the soil expanding.
High-risk items
The following personal belongings owned by you and your family.
y
Any collectible articles which are rare or unusual
y
Musical instruments or audio-visual, photographic or sporting equipment
y
Computers, laptops, mobiles phones, tablets and electronic notebooks
y
Jewellery, watches, pearls, precious metals or precious stones
y
Pictures, prints or works of art
y
Stamp, coin or other collections
Home
The main buildings you live in and their outbuildings, all of which are within the boundaries of the address shown in
your policy documents and are used for private and domestic purposes only. If more than one home is insured, each
will have its own policy documents.
Landslip
Sloping ground collapsing or sliding downwards.
Money
Current legal tender (bank notes and coins currently accepted as payment), cheques, postal or money orders, postage
stamps, savings stamps, savings certificates or bonds, travel tickets, luncheon vouchers, phone cards, mobile-phone
vouchers, reward vouchers and tokens, or gift cards and tokens, held for personal or charitable purposes.
Guide to your Home Insuance cover
6
Home Insurance definitions (cont.)
Motorised vehicle
Any vehicle that is electrically or mechanically powered or assisted, and its keys, parts or accessories. This includes
(but is not limited to) the following.
y
Quad bikes, e-scooters, caravans, trailers, aircraft and watercraft, whether or not they are licensed to be used on
the road
y
Electrically assisted pedal cycles, electric wheelchairs or mobility scooters that must be licensed to be used on
the road
Outbuildings
Permanent and immovable structures that are within the boundaries of the address shown in your policy documents,
are used for private and domestic purposes only, and cannot be lived in. Examples of outbuildings include:
y
garages
y
sheds
y
summerhouses, and
y
greenhouses.
Structures that are not permanent or can be moved, such as mobile homes, caravans or motor homes, are
not covered.
Period of insurance
The length of time you are covered by this insurance, as shown in your current policy documents.
Personal possessions
Portable items which belong to you or your family and are designed to be worn or carried, including golf trolleys
controlled by a person on foot and wheelchairs or mobility scooters that do not need to be licensed to be used on
the road.
Policy documents
Your policy documents are as follows.
y
The most recent version of your Home Policy Schedule. This shows the sections of the policy you have chosen,
the limits and excesses that apply if you make a claim, and any extra conditions (endorsements) that apply
y
The most recent version of your Home Proposal Confirmation or Home Renewal Confirmation. These show the
details you provided when you took out the insurance
y
This policy booklet and all amendments set out in the documents we send you at renewal
Specified item
High-risk items which are worth more than the ‘Unspecified item limit’ and which you have chosen to insure. These
items are listed in your policy documents.
Settlement
The ground moving downwards as a result of the soil being compressed by the weight of the buildings within 10 years
of them being built.
Guide to your Home Insuance cover
7
Home Insurance definitions (cont.)
Storm
Wind with gusts of at least 55mph, heavy rainfall at a rate of at least 25mm per hour, snow to a depth of at least 30cm
in 24 hours, or hail that causes damage to hard surfaces or breaks glass.
These extreme weather conditions can cause damage to even well-maintained homes. However, damage caused to
homes that have not been well-maintained, or caused by normal weather or wear and tear, is not covered. Please see
general exception 10, gradual causes.
Subsidence
The ground beneath the buildings moving downwards, other than by settlement.
Territorial limits
Great Britain, Northern Ireland, the Isle of Man and the Channel Islands.
Unoccupied
When your home is not lived in by you or a member of your family or does not contain enough furniture for normal
living purposes. By ‘lived in’ we mean that you or a member of your family regularly sleep there overnight and
carry out day-to-day activities such as cooking and bathing in the property. Unless we have agreed otherwise in
advance, your home will be classed as unoccupied if you exceed the ‘Days unoccupied limit’ shown in your Home
Policy Schedule.
IMPORTANT
If you know that the home is going to be unoccupied for longer than the ‘Days unoccupied limit’ you must tell
us beforehand so you are not left without cover.
We
EUI Limited.
You
Anyone named as policyholder or joint policyholder on the most recent policy documents.
Guide to your Home Insuance cover
8
Claims
Making a claim
Your Home Policy Schedule shows the sections of the policy you have chosen.
To make a Home Insurance claim you can:
y
call our Claims Department on 0333 220 2035
y
call from abroad on +44 2920 601 294, or
y
go through ‘My Account’ on our website.
If you want to make a claim for a Boiler Emergency or Home Emergency, or Family Legal Protection, see the relevant
sections of this booklet.
Am I covered?
Check your current policy documents and ‘Guide to your Home Insurance cover’ to see your level of cover and make
sure your lost or damaged property is insured. Also check if any extra conditions (endorsements) or limits apply to
your current policy and the excess you will have to pay.
What else do I need to do?
If your claim relates to any theft or attempted theft, or loss of or damage to your property as a result of civil
commotion, a malicious act, riot, strikes or vandalism, you must report the matter to the police and get a crime
reference number from them.
What information do I need to provide when making a claim?
y
Your personal details, including your policy number, so we can confirm your identity
y
The date and time of the incident that caused the loss or damage, and details of that incident
y
Details of the loss or damage, including the value (if you know this)
y
Details of any person responsible for the incident and any injured person, the contact details for any witness and
the crime reference number (if appropriate)
If you claim for something under this policy which is also covered by other insurance, you must give us full details of
the other policy. We will only pay our share of any claim.
What happens next?
We will try to settle your claim as quickly as possible. We may appoint a firm of loss adjusters to act on our behalf to
assess your claim. A claim may take longer to settle if a lot of people have been affected at once (for example, due to
civil commotion, storm or flood). Complicated claims such as subsidence claims may also take more time to settle.
Your responsibilities
As well as the individual sections you are covered under, it is important that you also read the general conditions on
page 36 and the general exceptions on page 34.
You must pay the excess shown in your policy documents for each claim we accept.
Fraud
Insurance fraud (for example, providing false or misleading information in connection with a claim) is a crime. It
increases premiums for everyone, and we are committed to protecting our customers against fraud and its effects.
We will take action to detect and prevent fraud. The action could include reporting the matter to the police. Please
see general condition 9 on page 39 for more information.
Guide to your Home Insuance cover
9
Claims (cont.)
Basis for settling claims
We may ask you for more information to support your claim, such as:
y
original receipts, invoices or valuations dated before the item was insured, and
y
instruction booklets, photographs or details of where and when an item was purchased.
Do not get rid of a damaged item (unless it could cause harm) as it could help us settle your claim faster. If you do not
provide everything we need, it could mean we do not pay your claim or we reduce the amount you can claim for.
IMPORTANT
Please check your Home Policy Schedule as you may need to pay more than one excess for a claim.
Compulsory buildings excess and compulsory contents excess
These excesses apply for all buildings or contents claims, unless they are replaced by the claims cause excess
(see below).
Claims cause excess
If a claim was caused by one of the claims causes listed in your Home Policy Schedule, we will charge either
the compulsory excess or the claims cause excess, whichever is more.
Voluntary excess
This is the excess you chose when arranging cover. You can choose a voluntary excess to be added to the
compulsory excess (or claims cause excess). You will need to pay the total before we will settle your claim.
The excess that will apply
If the item your claim relates to is insured under both section 1 (Buildings) and one or more section for
contents (sections 2, 3 and 4), the excess we apply when we settle the claim will be based on the overall
nature of your claim. If the overall nature of your claim is both buildings and contents, the higher excess will
always apply.
Your claim may also be covered under Boiler Emergency cover or Home Emergency cover (if you have chosen
these options). For example, a leak from your toilet could be covered under Home Emergency cover, where no
excess applies. Please check your Boiler Emergency cover or Home Emergency cover.
How we will settle your claim
Section 1 (Buildings)
We will decide how to settle your claim. We will either pay the cost of rebuilding, repairing or replacing any damaged
part of the buildings covered under this policy, or pay you a cash settlement for the same amount it would have cost
us to use our chosen supplier for a necessary repair or replacement. The cash settlement may be less than the cost of
rebuilding, repairing or replacing the damaged part.
If we decide not to rebuild or repair the damage, we will pay either:
y
the amount by which the property has reduced in value because of the damage, or
y
the estimated cost of repair, whichever is lower.
Guide to your Home Insuance cover
10
Claims (cont.)
We will not take any amount off the claim payment to account for wear and tear, as long as:
y
your buildings were in a good state of repair when the damage happened, and
y
the necessary work is carried out as soon as reasonably possible.
Section 2 (Contents), Section 3 (Cover away from your home) and Section 4 (Pedal cycles)
We will decide to either:
y
repair the item
y
restore the item (for example, use professional cleaners for carpets)
y
pay the cost of repairing the item
y
replace the item as new, or
y
pay in cash or vouchers up to the amount we could repair, restore or replace the item for.
The most we will pay under any one contents section is the contents sum insured shown in your Home Policy
Schedule, unless the particular section states a maximum limit that will apply.
We will not reduce the sum insured after a claim, as long as all replacements and repairs are made.
All sections
If you do not tell us about any mistakes in or changes to the details in your policy documents, we may reduce the
claims settlement proportionately, as set out in the example below, or even refuse to pay your claim at all.
For example, if the details you provided when arranging cover are incorrect, meaning the premium you paid was only
75% of what it should have been, we will pay no more than 75% of your claim.
IMPORTANT
When your claim is settled, we may take ownership of your damaged property and keep any salvage (what is
left of any damaged items).
Each individual item from a matching set or suite of items (such as a bathroom suite, a fitted kitchen, an area
of wall tiles, floor coverings or a furniture set) is considered to be a single item. We will not pay for the other
items in the set, unless ‘Matching items’ is shown in your policy documents.
If we ask you to, you must give us the undamaged parts of the set or suite when the claim is settled.
Guide to your Home Insuance cover
11
Claims (cont.)
Our responsibilities
We will not pay for any reduction in the market value of your home as a result of rebuilding, repairing or replacing any
damaged part of your buildings due to an incident covered under this policy.
We will not reduce the sum insured after a claim, as long as all necessary work has been carried out.
We will not pay any extra cost to change, extend or improve your buildings in any way.
Our liability under Section 1 (Buildings) and Section 2 (Contents) is limited to the maximum amount shown on your
policy documents for each period of insurance, no matter how many claims are made.
IMPORTANT
High-risk items
Any high-risk item or collection valued at more than the ‘Unspecified item limit’ must be shown on your Home
Policy Schedule as a specified item.
We will not pay more than the ‘Unspecified item limit’ for any single high-risk item or collection not
shown on your Home Policy Schedule. Please contact us if you need to add a specified item to your Home
Policy Schedule.
Guide to your Home Insuance cover
12
Your policy documents show the information you have given us. It is important that you tell us if any of the
information is wrong or if the details change during the period of insurance.
If any details need to be corrected or changed, we will work out any difference in premium from the date you should
have told us about the correction or change (even if this was in a previous period of insurance).
For example, if you change address, make alterations to your property or are convicted of a crime, this could also
mean that:
y
the terms of your insurance cover will change, or
y
we are no longer able to provide cover.
IMPORTANT
If you do not tell us about any corrections or changes, this could mean that we do not pay your claim, we
reduce the amount you can claim for, or we declare your policy void (consider it to have never existed).
You must keep the following details up to date during the period of insurance.
1. Please tell us about the following beforehand.
y
If you are changing address
y
If your home will be unoccupied for longer than the ‘Days unoccupied limit’ shown on your policy documents
y
If you plan to rent out your home or use it as a holiday home
y
If the number of lodgers or paying guests in your home changes (if a number is shown in your policy documents)
y
If you intend to use your home for business purposes
y
If you intend to do any building work or renovations inside or outside the property (except routine maintenance
and decorating)
y
If the number of bedrooms or bathrooms in your home will change (if a number is shown in your policy documents)
y
If the property will no longer be your home address
2. Please tell us immediately if any of the following happen.
y
You or anyone living with you is convicted of, has been charged with or waiting to hear about being charged for a
criminal offence
y
The condition of your home deteriorates so as to increase the risk of loss or damage
y
The value of your contents, specified items, personal possessions or pedal cycles increases or any specified items
need to be shown in your policy documents
y
The value of your high-risk items increases above the ‘Total high risk items limit’ shown in your policy documents
y
You need to add, remove or change your joint policyholder
y
You stop using your intruder alarm (if your policy documents show that you have one)
Keeping your policy up to date
Guide to your Home Insuance cover
13
Keeping your policy up to date (cont.) Keeping your policy up to date (cont.)
3. Please tell us about the following when you renew your insurance.
y
Any changes to the details in your policy documents
y
If you or anyone living with you has been declared bankrupt or, in Scotland, sequestrated (if ‘declared bankrupt or
received an IVA’ is shown in your policy documents)
y
If you or anyone living with you has entered into an IVA (Individual Voluntary Agreement) or trust deed to pay off
debts from a credit agreement (if ‘declared bankrupt or received an IVA’ is shown in your policy documents).
Adequate protection for contents
At the start of the policy and at each renewal you must make sure that the cover you have for contents is enough to
cover the total value of all your contents as new, and tell us about any changes that may affect your cover.
Inflation protection
If a ‘Contents Total’ is shown in your Home Proposal Confirmation we will increase it in line with inflation (according
to the consumer durables section of the Retail Price Index, or any other suitable index) when we set your
renewal premium.
Adequate protection for buildings
At the start of the policy and at each renewal you must make sure that the cover you have for buildings is enough
to cover the ‘Rebuild cost’ of your buildings (as shown in your Home Proposal Confirmation), and tell us about any
changes that affect this.
Inflation protection
If a ‘Rebuild cost’ is shown in your Home Proposal Confirmation we will increase it in line with the House
Rebuilding Cost Index of the Royal Institute of Chartered Surveyors, or any other suitable index, when we set your
renewal premium.
IMPORTANT
Personal possessions, specified items and pedal cycles are not index linked, meaning that their value does
not automatically increase at renewal. It is important you check the personal possessions limit and the
value for any specified items and pedal cycles listed in your Home Policy Schedule to make sure you have
enough cover.
Guide to your Home Insuance cover
14
Section 1: Buildings
This section only applies if it is shown in your Home Policy Schedule.
Please check your Home Policy Schedule for details of your level of cover, the cover limits and details of the excess
that will apply to each claim.
Causes 1 to 13 in the table below (the buildings insured risks) are included as standard with all levels of cover.
What is covered What is not covered
1) Fire, lightning, explosion or earthquake. Loss or damage caused by:
y
cigarette or tobacco burns, or
y
scorching, melting, warping or other forms of heat
damage caused without flames.
2) Smoke. Loss or damage caused by smog, air pollution, volcanic ash,
or agricultural or industrial work.
3) Riot and civil commotion.
4) Collision involving any:
y
vehicle
y
aircraft (including flying objects) and anything falling
from them, or
y
animal.
Loss or damage caused by pets or pests (see general
exception 21, Pests).
Loss or damage caused by a drone flown by you or your
family.
5) Falling trees and branches. Loss or damage caused during tree maintenance.
Loss of or damage to hedges, gates or fences.
The cost of removing fallen trees or branches that have not
caused damage to the buildings.
The cost of removing any part of the tree remaining below
ground, or of restoring the site.
6) Falling television and radio aerials (including satellite
dishes), and their fittings and masts.
Loss of or damage to hedges, gates or fences, or to the
aerials, fittings, satellite dishes and masts themselves.
(These items may be covered under Section 2, Contents.)
7) Storm and Flood.
IMPORTANT
Please check your policy documents for the Claims Cause
Excess for flood.
Please see the definition of storm, the general exceptions
and general condition 3 in this booklet.
Loss or damage caused to any:
y
gate, fence or hedge, or
y
unfinished alterations or extensions.
Loss or damage caused by gradually rising ground-water
levels.
Loss or damage caused by subsidence, heave or landslip
resulting from storm or flood.
Loss or damage that happens gradually through wear and
tear or due to a lack of maintenance.
Guide to your Home Insuance cover
15
Section 1: Buildings (cont.)
What is covered What is not covered
8) Theft and attempted theft.
For guidance on what steps to take after a theft or
attempted theft, see General Condition 2, Claims
Procedure.
Loss or damage caused by you, your family, or any other person
lawfully in your home, unless force and violence was used to
enter your home.
Loss or damage while your home is lived in by anyone other
than you or your family, unless force and violence was used to
enter your home.
Loss or damage while your home is unoccupied.
9) Vandalism and malicious acts.
10) Water escaping from any:
y
fixed water tank
y
water pipe
y
fixed central-heating system, or
y
domestic appliance.
IMPORTANT
Please check your policy documents for the Claims Cause
Excess for escape of water.
Loss or damage caused to the fixed domestic-water or
central-heating system, or the domestic appliance itself, or to
any drains and pipes.
Loss or damage caused by:
y
water overflowing as a result of any taps being left on
(this may be covered under ‘Buildings accidental damage’)
y
faulty, failed or inadequate grout or sealant, or
y
water escaping from external pipes that are above ground
Loss or damage caused to solid floors by infill materials
settling, swelling or shrinking due to the escape of water.
Loss or damage caused by subsidence, heave or landslip
resulting from the escape of water.
Loss or damage caused while your home is unoccupied.
11) Accidental damage to underground drains, pipes,
cables and tanks.
The cost of clearing blockages from pipes and drains if there
is no damage to the pipe or drain itself.
12) Oil escaping from any:
y
fixed central-heating oil tank, or
y
domestic heating appliance.
Loss or damage caused by oil escaping from a:
y
plastic single-skin storage tank that does not meet
current pollution regulations in your area or is outside its
manufacturer’s guarantee, or
y
de-commissioned or abandoned oil tank.
Loss or damage caused as a result of necessary repairs or
maintenance work identified in the most recent inspection of
the oil tank and pipes not being carried out.
Loss or damage caused:
y
to the fixed central-heating oil tank or heating appliance
itself
y
by oil escaping from external pipes that are above ground,
or
y
while your home is unoccupied.
Guide to your Home Insuance cover
16
Section 1: Buildings (cont.)
What is covered What is not covered
13) Subsidence, heave and landslip.
IMPORTANT
Please check your policy documents for the Claims Cause
Excess for subsidence.
Loss or damage caused by:
y
settlement, consolidation (soil changing in volume
because of a change in pressure), shrinkage or ground
being compacted
y
thermal movement (expansion and contraction caused by
heat and cold)
y
the action chemicals have on or with any materials
forming part of the buildings
y
coastal or river erosion, or
y
demolition or structural changes or repairs to your home.
Loss of or damage to solid floor slabs or from them moving,
unless the foundations of the home (not including its
outbuildings) are damaged at the same time and by the same
cause.
Loss of or damage to any part of the buildings unless the
home is damaged at the same time and by the same cause.
Loss or damage that is covered under a guarantee or an NHBC
Certificate.
Loss of or damage to hedges, gates or fences.
The following policy benefits are only available if they are included with the level of cover you have chosen. Please
check your Home Policy Schedule to confirm your level of cover, and the most we will pay for any one claim.
Included
Optional
Not Included
What is covered What is not covered
ADMIRAL
GOLD
PLATINUM
Locks and keys
Replacing and installing locks and keys to:
y
the external doors of your home, and
y
safes in your home,
if the keys are lost or stolen.
This cover is included under both Section 1
(Buildings) and Section 2 (Contents). If both
sections are in force, we will only pay under
one section.
Guide to your Home Insuance cover
17
Section 1: Buildings (cont.)
What is covered What is not covered
ADMIRAL
GOLD
PLATINUM
Site clearance and building fees
When dealing with a claim for loss or damage
due to a buildings insured risk, we will pay the
following.
y
Architects’, surveyors’ and consulting
engineers’ fees
y
Legal fees
y
The cost of clearing debris from the site
y
The cost of demolishing or supporting the
buildings
y
The cost of keeping to government or local-
authority requirements
Any fees for preparing your claim.
Any costs you agree without our permission.
Alternative accommodation and loss of rent
If your home is not fit to be lived in due to loss or
damage resulting from a buildings insured risk, or
following a compulsory evacuation of your home
by a local authority or emergency services, we will
pay the following.
y
The reasonable cost of temporary
accommodation for you, your family and your
pets, while your home is being repaired
y
Any ground rent you still have to pay
y
The amount of rent you would have received
under a contract if your home were let,
including short-term lettings
Any costs you agree without our permission.
Any costs that arise once your home is fit to be
lived in again.
Any costs that arise after the local authority or
emergency services confirm you can return to your
home.
Any costs associated with keeping livestock.
IMPORTANT
By ‘reasonable cost’ we mean that the amount we pay for temporary accommodation will take account of all of the
circumstances of the claim, including your needs, the length of time the temporary accommodation is needed for, and the
cost of other suitable accommodation available locally.
Emergency access
Damage caused to your buildings or garden as a
result of emergency services having to force entry
into your property due to a medical emergency or
to prevent damage to your property.
Frost damage to plumbing
Damage to any part of the pipes and plumbing
inside your home as a result of freezing.
Loss of or damage to:
y
plumbing that is outside or in an outbuilding,
or
y
the fixed domestic-water or central-heating
system itself as a result of something other
than freezing.
Loss or damage arising while your home is
unoccupied.
Guide to your Home Insuance cover
18
Section 1: Buildings (cont.)
What is covered What is not covered
ADMIRAL
GOLD
PLATINUM
Property owner’s liability
Amounts you or your family legally have to pay, as
owners of your home, for causing accidental death
or injury.
Amounts you or your family legally have to pay,
as owners of your home, for accidental loss of or
damage to property.
Amounts you or your family legally have to pay, as
the previous owners of any private property, under
Section 3 of the Defective Premises Act 1972 or
Section 5 of the Defective Premises (Northern
Ireland) Order 1975.
There is no excess for claims for property owner’s
liability.
The death of or injury to you, your family or
anyone else permanently living with you, including
your domestic staff.
Damage to property which you, your family or
anyone else permanently living with you, including
your domestic staff, own or are responsible for.
Any liability resulting directly or indirectly from
you or your family being treated for or passing on
any disease or virus.
Liability arising from any profession, business,
trade or employment.
Liability due to you owning or using a lift or any
motorised vehicle.
Liability arising if you own and live in your home
(that is, you are the owner-occupier) and have
claimed under occupier’s liability cover (Section 2,
Contents).
IMPORTANT
If you are the owner-occupier of your home, to be adequately covered you need occupier’s liability cover under Section 2,
Contents. If you have contents cover, Occupier’s Liability will be shown in your policy documents.
Sale of home
If you sell your home, and between the date
you exchange contracts and the date the sale
completes the buildings are damaged due to any
buildings insured risk, cover will be provided for
the person buying your home.
Loss or damage occurring more than 90 days before
the sale completes.
Trace and access
The cost of removing and replacing any part of
the buildings to find the source of a water or oil
leak from any tank, pipe, or fixed water or heating
system if the buildings are damaged due to
any buildings insured risk, or by frost damage to
your plumbing.
Loss of or damage to your tanks, pipes, fixed water
or heating systems themselves.
Matching items
If part of:
y
a bathroom suite
y
a fitted kitchen,
y
a floor covering, or
y
an area of wall tiles
is damaged beyond repair, and we cannot find a
replacement for that part, we will pay for repairing
or replacing the whole suite, the complete floor
covering or all the wall tiles.
Loss of or damage to floor coverings in adjoining
rooms or clearly identifiable separate areas.
Guide to your Home Insuance cover
19
Section 1: Buildings (cont.)
Buildings accidental breakage and accidental damage
Your Home Policy Schedule will show the level of cover you have and any optional cover that you have chosen.
Included
Optional
Not Included
What is covered What is not covered
ADMIRAL
GOLD
PLATINUM
I) Accidental breakage of glass and sanitary
fixtures
The accidental breakage of:
y
fitted glass in windows, doors, fan lights, skylights
and solar panels
y
sanitary fixtures (washbasins, sinks, toilets, shower
trays, shower screens, baths and bidets), or
y
ceramic hobs which form part of a fitted kitchen.
Loss or damage to window frames, solar-panel
frames, door frames or casements.
II) Buildings accidental damage
Accidental damage to your buildings.
Loss or damage caused by:
y
water entering the home (this may be
covered under causes 7 and 10 in Section 1,
Buildings)
y
electrical breakdown or failure
y
subsidence, heave, landslip, thermal
movement, settlement or shrinkage, or
y
the action chemicals have on or with any
materials forming part of the buildings.
Loss or damage which is specifically not covered
under Section 1, Buildings.
Any cost of maintenance and normal decorating.
The following exclusions apply to accidental breakage of glass and sanitary fixtures and accidental damage to
buildings.
We will not pay for damage caused:
y
as a result of alterations or extensions to the buildings
y
by demolition
y
by any paying guest or tenant
y
by pets, through chewing, scratching, tearing, fouling or vomiting
y
while your home is unoccupied
y
by pests (see general exception 21, Pests), or
y
by a drone being flown by you or your family.
IMPORTANT
An excess will apply to any claims for accidental breakage or accidental damage. The details of the excess
are shown in your policy documents. Also see your policy documents for details of ‘Cover and Limits’. For
example, if you claim for accidental damage to locks, the limit of cover for locks will apply.
Guide to your Home Insuance cover
20
Section 2: Contents
This section only applies if shown in your policy documents.
Please check your Home Policy Schedule for details of your level of cover, the cover limits and the excess that will
apply to each claim.
Causes 1 to 12 in the table below (the contents insured risks) are included as standard with all levels of cover.
What is covered What is not covered
1) Fire, lightning, explosion and earthquake. Loss or damage caused by:
y
cigarette or tobacco burns, or
y
scorching, melting, warping or other forms of heat
damage caused without flames.
2) Smoke. Loss or damage caused by smog, air pollution, volcanic ash,
or agricultural or industrial work.
3) Riot and civil commotion.
4) Collision involving any:
y
vehicle
y
aircraft (including flying objects) and anything falling
from them, or
y
animals.
Loss or damage caused by pets or pests (see general
exception 21, Pests).
Loss or damage caused by a drone being flown by you or
your family.
5) Falling trees and branches. Loss or damage to the trees or branches themselves.
6) Falling television and radio aerials (including satellite
dishes), and their fittings and masts.
Loss or damage to the aerials, fittings, satellite dishes and
masts themselves.
(These items may be covered under (I), accidental damage to
audio visual equipment.)
7) Storm and flood.
IMPORTANT
Please check your policy documents for the Claims Cause
Excess for flood.
Please see the definition of storm, the general exceptions
and general condition 3 in this booklet.
Loss or damage caused by gradually rising ground-water
levels.
Loss or damage caused to radio or television aerials or
satellite dishes.
Loss or damage that happens gradually through wear and
tear or due to a lack of maintenance.
Guide to your Home Insuance cover
21
Section 2: Contents (cont.)
What is covered What is not covered
8) Theft and attempted theft.
For guidance on what steps to take after a theft or
attempted theft, see General Condition 2, Claims Procedure.
Loss or damage to contents in your outbuildings, or kept in
the open on the land your home stands on.
(This may be covered under ‘Theft from garages and
outbuildings’ or ‘Contents in your garden’ (or both) if you
chose these options.)
Loss or damage caused by you, your family, or any other
person lawfully in your home, unless force and violence was
used to enter your home.
Loss or damage while your home is being lived in by anyone
other than you or your family, unless force and violence was
used to enter your home.
Loss or damage while your home is unoccupied.
9) Vandalism and malicious acts. Loss or damage caused by you, your family, or any other
person lawfully in your home, including through a dedicated
home-sharing website, unless force and violence was used to
enter your home.
Loss or damage while your home is:
y
let out or lent, unless force and violence was used to
enter your home, or
y
unoccupied.
10) Water escaping from any:
y
fixed water tanks
y
water pipes
y
fixed central-heating system, or
y
domestic appliance.
IMPORTANT
Please check your policy documents for the Claims Cause
Excess for escape of water.
Loss or damage caused by:
y
water overflowing as a result of any taps being left
on (this may be covered under ‘Contents accidental
damage’)
y
faulty, failed or inadequate grout or sealant, or
y
water escaping from external pipes that are above
ground
Loss or damage caused while your home is unoccupied.
Guide to your Home Insuance cover
22
Section 2: Contents (cont.)
What is covered What is not covered
11) Oil escaping from any:
y
fixed central-heating oil tank, or
y
domestic heating appliance.
Loss or damage caused while your home is unoccupied.
12) Subsidence, heave and landslip. Loss or damage caused by:
y
settlement, consolidation (soil changing in volume
because of a change in pressure), shrinkage or ground
being compacted
y
thermal movement (expansion and contraction caused
by heat and cold)
y
coastal or river erosion, or
y
demolition or structural changes or repairs to your home.
The following policy benefits are only available if they are included with the level of cover you have chosen. Please
check your Home Policy Schedule to confirm your level of cover and the most we will pay for any one claim.
Included
Optional
Not Included
What is covered What is not covered
ADMIRAL
GOLD
PLATINUM
Loss of metered water and oil
The cost of metered water or domestic-heating
oil lost following accidental damage to pipes and
equipment which provide services to your home.
Loss or damage that arises while your home is
unoccupied.
Money
Loss of or damage to money in your home.
Theft, unless force and violence was used to enter
or leave your home.
Loss of, damage to or theft of money in your
garden or outbuildings.
Credit cards
The unauthorised use of a charge, credit or debit
card that has been stolen from your home.
Unauthorised use of the card by:
y
you, your family or any other person lawfully
in your home, or
y
anyone else, unless force and violence was used
to enter your home.
Locks and keys
Replacing and installing locks and keys to:
y
the external doors of your home, and
y
safes in your home
if the keys are lost or stolen.
This cover is provided under both Section 1
(Buildings) and Section 2 (Contents). If both sections
are in force, we will only pay under one section.
Claims covered by a separate buildings policy you
have to cover theft or loss of keys.
Guide to your Home Insuance cover
23
Section 2: Contents (cont.)
What is covered What is not covered
ADMIRAL
GOLD
PLATINUM
Alternative accommodation
If your home is not fit for you to live in due to
loss or damage to contents resulting from any
contents insured risk, we will pay either:
y
the reasonable cost of temporary
accommodation for you, your family and your
pets while your home is being repaired or,
y
any rent which you, as the tenant, remain
legally responsible for paying.
We will also pay for the temporary storage of your
contents if they are at risk.
Any costs you agree without our permission.
Any costs that arise once your home is fit for you
to live in again.
Costs for any person who is not a member of your
family.
Any costs associated with keeping livestock.
IMPORTANT
By ‘reasonable cost’ we mean that the amount we pay for temporary accommodation will take account of all of the
circumstances of the claim, including your needs, the length of time the temporary accommodation is needed for, and the cost
of other suitable accommodation available locally.
Digital downloads
Loss of or damage to legally downloaded content
that you have bought and stored on your home
entertainment equipment.
The cost of remaking a film, tape or disc.
Rewriting the information on your home
entertainment equipment.
Files that can be retrieved from elsewhere.
Claims where you cannot provide proof of purchase
and confirmation from the download provider that
they cannot restore your lost files.
Loss of or damage to the entertainment
equipment itself, unless covered under another
section of this policy.
Freezer food
Loss of or damage to food in a freezer in your
home after a sudden rise or fall in temperature or
as a result of contamination from refrigerant or
refrigerant fumes.
Loss or damage:
y
due to the plug being accidentally removed or
the appliance being switched off by mistake, or
y
following any planned interruption to your
supply carried out by an electricity provider.
Loss or damage if the refrigeration unit of the
appliance is over 10 years old.
Loss or damage while your home is unoccupied.
Celebration cover
The sum insured for contents will be increased by
the amount shown in your policy documents for
14 days either side of the date of a special event, a
religious festival, your wedding day or the birth of
your child, to cover gifts and food bought for the
celebration.
Guide to your Home Insuance cover
24
Section 2: Contents (cont.)
What is covered What is not covered
ADMIRAL
GOLD
PLATINUM
Garden plants
Damage to trees, shrubs, plants and lawns while in
the open on the land your home stands on.
Loss or damage caused:
y
by you, your family, or any other person
lawfully in your home, or
y
while your home is unoccupied
y
by storm or flood, or
y
by oil escaping.
Office equipment
Loss of or damage to office equipment belonging
to you or your family, and used at home or
outbuildings for office work, as a result of any
contents insured risk.
By office equipment we mean: computers,
keyboards, monitors, printers, fax machines,
photocopiers, landline phones (not mobile phones)
and office furniture. It does not include any trade
items held in stock.
Loss of or damage to electronic storage media, discs,
records, diskettes or tapes.
Loss or damage caused while your home is
unoccupied.
Theft from unlocked outbuildings.
Contents temporarily away from home
Loss of or damage to contents, due to any
contents insured risk, while they are temporarily
away from your home, either in a family member’s
home or in a purpose-built storage facility,
anywhere in the world, for up to 90 days.
Loss or damage while the contents are:
y
being transported
y
stored in a caravan or temporary structure.
Loss or damage by deception.
Loss of or damage to:
y
sports equipment, or
y
any contents not previously kept in your home.
Items in a bank
Loss of or damage to contents while they are being
stored in a bank or building society safe deposit
within the territorial limits.
Contents that are being removed from or being
transported to the bank or safe deposit.
Deeds and documents
Loss of or damage to title deeds and documents
which prove that you or your family own your
home or property, while they are held in a bank,
building society or solicitor’s strong room or kept
in your home.
Deeds and documents held for any professional,
business, trade or employment purposes.
Any loss or damage arising outside the territorial
limits.
Securities (financial certificates such as shares and
bonds).
Theft from garages and outbuildings
Theft or attempted theft of your or your family’s
contents (including sporting equipment) which are
kept locked in your outbuildings on the land your
home stands on.
For theft or attempted theft of your office
equipment, please see the office equipment cover
above.
Loss or damage caused:
y
by you, your family, or any other person
lawfully in your home, or
y
while your home is unoccupied.
Money, credit cards and high-risk items.
Theft from greenhouses.
Guide to your Home Insuance cover
25
Section 2: Contents (cont.)
What is covered What is not covered
ADMIRAL
GOLD
PLATINUM
Contents in your garden
Loss of or damage to your or your family’s
contents while they are kept in the open, or in a
locked vehicle, on the land that your home stands
on.
If your contents are away from your home, please
see Section 3 (Cover away from your home).
Loss or damage caused:
y
by you, your family, or any other person
lawfully in your home, or
y
while your home is unoccupied.
High-risk items, pedal cycles, or money.
Loss or damage due to cause 7, storm and flood.
Loss or damage caused by theft or attempted
theft from an unattended motor vehicle, unless:
y
all windows were closed
y
all doors were locked
y
the boot was locked, and
y
the items were hidden from view in the boot,
a closed glove compartment, or a concealed
luggage compartment.
Visitors’ belongings
Loss of or damage to contents belonging to
visitors, while they are in your home, due to any
contents insured risk.
y
Loss or damage to money.
Household removal and temporary storage
Accidental damage to contents while they are
being moved, by a professional removals company,
to your new home, or to temporary storage or a
furniture storage unit, including while being stored
there for up to seven days.
Loss or damage to:
y
money, high-risk items, deeds and
documents, or
y
china, glass, earthenware or other fragile
items, unless they were packed by professional
packers.
New purchases
Newly bought high-risk items that you have not
yet told us about, for up to 15 days from the date
they were bought.
Contents at university
Loss of or damage to your or your family’s
contents, due to any contents insured risk, while
they are temporarily in student accommodation
while you or the family member are in full-time
education anywhere in the world.
Loss or damage caused:
y
while the contents are being moved, carried or
worn, or
y
while the student accommodation is
unoccupied.
Loss or damage caused by theft or attempted
theft, unless there are signs that force and violence
was used to enter the student accommodation.
Contents in a nursing home
Loss of or damage to your or your family’s
contents while they are temporarily removed
from your home and kept in your or your family’s
allocated room within a nursing home.
Loss or damage while:
y
the contents are being moved, carried or
worn, or
y
your room is unoccupied.
Loss or damage caused by theft or attempted theft,
unless there are signs that force and violence was
used to enter the room.
Guide to your Home Insuance cover
26
Section 2: Contents (cont.)
What is covered What is not covered
ADMIRAL
GOLD
PLATINUM
Domestic staff’s belongings
Loss of or damage to contents that belong to your
domestic staff and are kept in your home.
Fatal injury benefit
We will pay the amount shown in your policy
documents if you or a member of your family
dies as the result of a fire or criminal assault in
your home.
There is no excess for claims for fatal injury
benefit.
Your or your family member’s death if it:
y
happens more than 12 months after the fire or
assault, or
y
is a result of any incident outside the
territorial limits.
Matching items
We will pay for undamaged items in a matching set
if a part is damaged beyond repair and we cannot
find a replacement.
Loss or damage to floor coverings in adjoining
rooms or clearly identifiable separate areas.
Specified items
A specified item is any high-risk item that exceeds the ‘Unspecified item limit’ and therefore must be listed on your
Home Policy Schedule. Please tell us if any high-risk item with a value of more than the ‘Unspecified item limit’ needs
to be shown in your policy documents.
Included
Optional
Not Included
What is covered What is not covered
ADMIRAL
GOLD
PLATINUM
Specified items
Loss or damage caused to specified items by any
contents insured risk.
Any amount over the ‘Unspecified item limit’ for
any item or collection not mentioned in your
policy documents.
Any amount over the value shown for each item
in the ‘Specified Items’ table in your policy
documents.
Accidental damage to specified items, unless
accidental damage for the relevant item is shown
in your policy documents.
Guide to your Home Insuance cover
27
Section 2: Contents (cont.)
IMPORTANT
Collections
If you want to insure a collection (for example, a stamp or coin collection) worth more in total than the
‘Unspecified item limit’, it must be shown as a specified item in your Home Policy Schedule.
Unspecified item limit
This limit is shown in your Home Policy Schedule under the ‘Specified Items’ table. All high-risk items above
this limit must be shown in your latest policy documents. If they’re not, we will not pay more than the
‘Unspecified item limit’ for them.
Total high-risk items limit
We will not pay more than the ‘Total high risk items limit’ shown in your Home Policy Schedule for all your
high-risk items, specified and unspecified.
Cover for items away from the home
Please see Section 3, ‘Cover away from your home’.
Inflation
The value of specified items often changes independently of inflation. We do not index link the value of your
specified items, meaning that their value does not automatically increase at renewal. You must make sure
that specified items are always insured for the correct amounts.
Contents accidental damage
Your Home Policy Schedule will show the level of cover you have and any optional cover you have chosen.
Included
Optional
Not Included
What is covered What is not covered
ADMIRAL
GOLD
PLATINUM
(I) Audio-visual equipment
Accidental damage, in your home, to the following
electrical items that are not portable.
y
Television sets, DVD players, radios, personal
computers (including accessories), games
consoles and other audio-visual equipment.
Loss of or damage to portable items, including:
y
handheld games consoles, radio transmitters,
hearing aids, cameras, video cameras and
satellite navigation systems, and
y
software or downloaded content, records
and discs (including CDs, DVDs and computer
games).
Loss or damage caused by dismantling, adjusting
or repairing any equipment, through misuse, or
by failing to use the equipment in line with the
manufacturer’s instructions.
Accidental damage to mobile phones, laptops,
tablets or notebooks, unless ‘Accidental damage
(III) Contents’ appears on your policy documents.
Guide to your Home Insuance cover
28
Section 2: Contents (cont.)
What is covered What is not covered
ADMIRAL
GOLD
PLATINUM
(II) Mirrors or glass
Accidental breakage of mirrors, fixed glass in
furniture, pictures, ornaments, plate-glass tops
to furniture and ceramic hobs on freestanding
cookers in your home.
Loss of or damage to fixtures and fittings. These
may be covered under Section 1, Buildings.
(III) Contents
Accidental damage to or loss of contents in your
home.
Loss of or damage to food, drink, plants, corneal or
contact lenses, money, securities, pedal cycles and
clothing.
Loss or damage caused to the inside of watches
and clocks.
The following exclusions apply to contents accidental damage (I) (II) and (III).
We will not pay for loss or damage:
y
due to electronic or electrical breakdown
y
that happens outside your home
y
caused by a paying guest or tenant in your home
y
caused by pets, through chewing, scratching, tearing, fouling or vomiting
y
caused while your home is unoccupied
y
caused by pests (see general exception 21, Pests), or
y
caused by a drone being flown by you or your family.
IMPORTANT
An excess will apply to any claim for accidental damage. Details of the excess are shown in your
policy documents.
Limits of cover apply to accidental damage. Please see your policy documents for details of ‘Cover and Limits’.
Guide to your Home Insuance cover
29
Section 2: Contents (cont.)
Liability
The following policy benefits are only available if they are included within your level of cover. Please check your Home
Policy Schedule to confirm your level of cover, and the most we will pay for any one claim. There is no excess for
claims for liability.
Included
Optional
Not Included
What is covered
In any one period of insurance we will pay damages,
including any associated defence costs and expenses
we have agreed to, for the following.
What is not covered
The exclusions below apply to the whole of this
section.
ADMIRAL
GOLD
PLATINUM
( I) Occupier’s liability
Your or your family’s liability to the public as
occupier (but not owner) of your home.
Any liability for death of or physical injury to you,
your family or anyone else permanently living with
you, including your domestic staff, unless covered
under liability (IV).
Any liability if you are the owner-occupier of your
home and have claimed under Property Owner’s
liability cover.
Any liability resulting from you or your family
owning or occupying any land or building other
than your home, unless covered under liability (III)
and liability (V).
Any liability resulting from you or your family
owning or using:
y
a motorised vehicle
y
a caravan that is being towed, or
y
a watercraft, hovercraft or aircraft (including
drones).
Any liability resulting from you or your family’s
profession, business, trade or employment.
Any liability resulting directly or indirectly from
you or your family being treated for or passing on
any disease or virus.
Any liability resulting from any living creature
other than cats and dogs you or your family own
or are legally responsible for (except any dog
defined as dangerous or allowed to be dangerously
out of control under the Dangerous Dogs Act 1991
or the Dangerous Dogs (Northern Ireland) Order
1991, or any subsequent law).
Any liability resulting from you or your family
taking part in any sporting activity including
racing, hunting and polo.
Any liability resulting from the use of firearms or
any other weapon.
Cont...
( II) Personal liability
Your or your family’s liability after an accident
that happened during the period of insurance,
within the territorial limits, and caused the
following.
y
Death, disease, illness or physical injury to a
person
y
Damage to physical property that you, your
family or anyone else permanently living with
you, including your domestic staff, do not own
and are not responsible for
(III) Tenant’s liability
Your or your family’s liability as a result of damage
caused to your landlord’s fixtures and fittings by:
y
buildings insured risks 6, 7, 8, 10 and 11
y
accidental breakage of glass, sanitary fixtures
or built-in ceramic hobs in a fitted kitchen, or
y
accidental damage to mirrors and glass.
(IV) Employer’s liability
Your or your family’s liability as a result of
accidental bodily injury, illness or disease of any
person you or your family employ as domestic
staff under a contract of employment.
(The accidental bodily injury, illness, or disease
must have been caused during the period of
insurance and while the person was carrying out
work they are employed to do.)
Guide to your Home Insuance cover
30
Section 2: Contents (cont.)
What is covered What is not covered
ADMIRAL
GOLD
PLATINUM
(V) Liability as occupier of temporary
accommodation
Your or your family’s liability which arises from an
incident that happened while you were living in
temporary accommodation (as agreed by us under
Section 2) and caused the following.
y
Death, disease, illness or physical injury to
anyone other than you, your family or anyone
else permanently living with you, including
your domestic staff
y
Damage to physical property that you, your
family or anyone else permanently living with
you, including your domestic staff, do not own
and are not responsible for
(Cont.)
Any liability for damages, legal costs or other costs
awarded by any court, tribunal or other body with
no jurisdiction (authority) in Great Britain and
Northern Ireland.
Any liability arising from The Party Wall etc Act
1996.
Any liability for fines, penalties, liquidated
damages (an estimate of unknown or hard-to-
define losses), aggravated damages (damages
to provide compensation for mental distress or
hurt feelings), punitive or exemplary damages
(damages to punish or make an example of the
person), or any damages resulting from multiplying
compensation.
IMPORTANT
You must not admit that an incident was your fault.
Guide to your Home Insuance cover
31
Section 3: Cover away from your home
This section is only available if you have contents cover. The compulsory contents excess and voluntary excess (if you
have chosen one) apply to this section.
Your Home Policy Schedule will show the level of cover you have and any optional cover you have chosen.
Included
Optional
Not Included
What is covered What is not covered
The exclusions below apply to the whole of this
section.
ADMIRAL
GOLD
PLATINUM
1) Personal possessions
Up to the amount shown under ‘Personal
possessions limit’ on your policy documents
(The limit for money shown in your policy
documents also applies to personal possessions
covered under this Section 3.)
Loss of or damage to:
y
any personal possessions and high-risk items
lost or damaged in your home or on the land
that your home stands on, or
y
high-risk items worth more than the
‘Unspecified item limit’.
Loss of or damage to property which has been
outside the territorial limits for more than 60
days in a row, unless taken on an ‘operational tour’
(a military tour of duty for which an operational
allowance is paid to you).
Loss of or damage to:
y
plants or any living creature
y
corneal or contact lenses
y
lottery or raffle tickets, credit cards, securities
or documents
y
domestic appliances
y
business equipment, or
y
remote-controlled models or sporting
equipment while being used.
Loss of or damage to the inside of watches and
clocks.
Loss of or damage to items that are not with you
or your family at the time of the loss or damage
(for example, items that are not being worn or
carried, or are not within reach of, you or your
family).
Loss of or damage to motorised vehicles, pedal
cycles and ride-on lawnmowers. (Pedal cycles are
covered under Section 4.)
Loss or damage caused by any living creature,
including pets.
Loss or damage that happens at a storage facility
or when you are moving home.
Cont...
2) Specified items
Specified items listed in the ‘Specified Items’ table
on your policy documents as being covered away
from home, for and up to the individual amount
shown for each item.
Guide to your Home Insuance cover
32
Section 3: Cover away from your home (cont.)
What is covered What is not covered
ADMIRAL
GOLD
PLATINUM
(Cont.)
Loss or damage caused by theft or attempted
theft from an unattended motor vehicle unless
Loss or damage caused by theft or attempted
theft from an unattended motor vehicle, unless:
• all windows were closed
• all doors were locked
• the boot was locked, and
• the items were hidden from view in the boot, a
closed glove compartment, or a concealed luggage
compartment.
We will not pay more than £1,000 for any theft
from a motor vehicle. We will not pay more than
£1,000 for any theft from a motor vehicle.
Loss or damage caused by theft or attempted
theft, unless you have the items in your
possession, or have left them in a secure place.
By ‘secure place’ we mean that your belongings are
locked in your room or other security facility such
as, but not limited to, a safe or a secure room.
Guide to your Home Insuance cover
33
Section 4: Pedal cycles
This section is only available if you have contents cover. The compulsory contents excess and voluntary excess (if
you have chosen one) apply to this section. ‘Pedal cycles’ includes electrically assisted bikes that do not need to be
licensed to be used on the road.
Your Home Policy Schedule will show the level of cover you have and any optional cover you have chosen.
Included
Optional
Not Included
What is covered
What is not covered
The exclusions below apply to the whole of this
section.
ADMIRAL
GOLD
PLATINUM
I) Unspecified pedal cycles
y
Any pedal cycle, anywhere in the world, for up
to the ‘Unspecified cycle limit’ shown in your
policy documents.
y
Accessories attached to your pedal cycle, up to
a maximum of 10% of the ‘Unspecified cycle
limit’.
Loss of or damage to:
y
pedal cycles worth more than the value shown
for each item in the ‘Pedal Cycles’ table in your
policy documents, or
y
tyres or accessories, unless the pedal cycle is
stolen or damaged at the same time.
Loss or damage while the pedal cycle is being used
for racing, pacemaking, or speed or time trials.
Loss of or damage to motorised vehicles.
Loss of or damage to business equipment.
Theft of pedal cycles when left unattended, unless
they are:
y
securely locked to an immovable object using a
security device, when left outside or kept in a
communal area
y
kept in a locked and secure building that only
you and your family have access to, or
y
kept inside a locked vehicle, or securely locked
to one using a cycle rack.
II) Specified pedal cycles
Any pedal cycle shown in the ‘Pedal Cycles’
table on your policy documents, while they
are:
y
in your home or on the land your home stands
on, or
y
anywhere in the world, as long as ‘cover away
from home’ is shown as ‘Yes’ in the ‘Pedal
Cycles’ table.
We will also pay up to 10% of the specified pedal
cycle value, as shown in the ‘Pedal Cycles’ table, for
accessories attached to your pedal cycle.
IMPORTANT
Pedal cycles with a value of more than the unspecified cycle limit shown on the policy documents must be listed in your
latest Home Policy Schedule to be covered in the home. Cover away from your home is only included for specified pedal
cycles if shown in the ‘Pedal Cycles’ table on your policy documents. Specified pedal cycles over a certain value may need
extra security measures. Please see ‘Extra conditions (endorsements)’ in your Home Policy Schedule.
Guide to your Home Insuance cover
34
General exceptions to your Home Insurance cover
We will not cover you for or be liable for any of the following.
1. War and terrorism
Any loss, damage, cost or expense directly or indirectly caused or contributed to by:
y
war, invasion or events similar to war (whether or not war is declared), revolution, rebellion, uprising or
overthrowing of power, or
y
any death, injury or damage to property caused by or in the course of an act of terrorism.
An ‘act of terrorism’ means using, or threatening to use, biological, chemical, radioactive or nuclear material, pollution
or contamination for political, religious, ideological or similar purposes, including to:
y
influence any government, or
y
scare or intimidate the public or any section of the public.
2. Riot
Any accident, injury, loss or damage caused by riot or civil commotion outside the territorial limits.
3. Radioactivity
Any loss, damage or legal liability caused by radiation, radioactive contamination or other dangerous properties of
any nuclear device, part or material.
4. Sonic bangs
All loss, damage, injury or legal liability directly or indirectly resulting from pressure waves caused by aircraft or other
flying objects travelling at any speed.
5. Pollution or contamination
Any loss, damage or liability arising from pollution or contamination, unless caused by:
y
a sudden, unexpected and identifiable incident, or
y
oil leaking from a domestic oil system in your home.
6. Faulty design
Any loss or damage caused by faulty design, inadequate or inaccurate plans or specifications, faulty materials or
poor workmanship.
7. Electronic data and computer virus
We will not pay for any loss, damage or liability caused directly or indirectly by computer viruses or other attacks such
as hacking, malfunction, or the fault of the user.
8. Depreciation
Any loss or reduction in market value after damaged items are repaired or replaced.
9. Loss of tone
Any loss or damage to musical instruments due to a loss of tone, broken strings or broken drum skins.
10. Gradual causes
Any loss or damage caused by anything that happens gradually, including wear and tear, wet and dry rot, or damage
due to exposure to sunlight or atmospheric conditions, settlement, mildew, rust or corrosion.
Guide to your Home Insuance cover
35
General exceptions to your Home Insurance cover (cont.)
11. Existing damage
Any loss, damage, injury or liability resulting from an event which happened before this policy started.
12. Deliberate act
Any liability that arose from, or any loss or damage caused or contributed to by, a deliberate, malicious, illegal or
unlawful act, or any criminal act, by you, any member of your family, a paying guest or tenant, or anyone lawfully in
your home.
13. Indirect loss
Any losses not directly associated with the incident that caused the claim, including any costs of preparing your
claim, fees, travel costs, loss of earnings and compensation, unless this policy says otherwise.
14. Confiscation
Any loss, damage or liability due to your property being confiscated by an authority.
15. Commercial use
Any loss, damage or liability arising from using your property for business purposes, unless we have agreed otherwise
in advance.
16. Other insurance
If your property is insured by two or more policies for the same risk (for example, when you go on holiday some of
your items could be covered by both this policy and your travel policy). If this situation arises, you must give us full
details of the other policy.
Loss or damage
If any loss or damage covered by this policy is also covered by any other insurance, we will not pay more than our
share of the claim.
Liability
We will not pay occupier’s liability, personal liability and employer’s liability claims that are covered by any other
insurance policy. (Employer’s liability is only available on our Gold and Platinum levels of cover.)
17. Solar flare
Any loss, damage or liability as a result of or contributed to by a solar storm or flare.
18. Agreements
Any liability you or your family have under another contract or agreement you have entered into.
19. Deception
We will not pay for any loss by deception, including someone tricking you into giving them your property under false
pretences, or making a false or invalid payment or transaction, unless the deception was used to enter your home.
20. Processes
Any loss or damage caused by mechanical breakdown or due to the process of repairing, restoring, cleaning, washing,
dyeing, altering, maintaining or misusing the item.
21. Pests
Any loss or damage caused by brown or black rats, grey squirrels, house or field mice, wasps or hornets, woodworm
or insects.
Guide to your Home Insuance cover
36
General conditions of your Home Insurance cover
Not keeping to general conditions 1, 2, 3, 5, 8 and 9 could result in you not being able to claim under this policy and
your policy being cancelled.
1. Your duties
The cover in this policy is valid as long as:
y
you and your family have kept to all the terms and conditions of the policy, and
y
the information you gave at the start of your policy or renewal (as shown in the policy documents), or when
making a claim, is true and complete.
2. Claims procedure
If you or your family are involved in any type of claim or loss, you must:
y
tell us about the matter as soon as possible
y
give us all the information we reasonably need about the claim, including a crime reference number or loss report
number (if appropriate)
y
send us any writ, summons or letters you receive in connection with any claim, as soon as you receive them
y
tell the police as soon as possible if you suspect it involves theft, malicious damage or riot, and
y
co-operate with our investigation.
You must not:
y
try to negotiate the settlement of the claim, unless we have given you our permission in writing
y
agree to or run up any costs without our agreement before any work starts
y
dispose of or destroy any items that are damaged, until we agree that you can, or
y
abandon your property to us (unless we ask you to do so).
We are entitled to:
y
handle the defence or settlement of any claim on your behalf
y
enter your home, if necessary, to recover anything we can and to make sure no further damage happens
y
take legal action in connection with a claim, in your name or the name of any person insured on the policy, for our
own benefit
y
appoint loss adjusters or other experts, inspect damage, and arrange for repairs or replacements, and
y
ask you to get estimates for repairs or replacement items.
3. Care of your property
You and your family must maintain your property in a good state of repair and take care to prevent any accidents,
loss, damage or injury. If loss or damage does happen, you must take action to prevent further loss or damage, if it is
safe to do so.
Guide to your Home Insuance cover
37
General conditions of your Home Insurance cover (cont.)
4. Cancelling your policy
To cancel your policy you can:
y
go through ‘My Account’ on our website
y
call our Customer Loyalty team on 0333 220 2003, or
y
write to Customer Loyalty, Admiral, Ty Admiral, David Street, Cardiff CF10 2AA.
Your cancellation rights – single policy
You can cancel the policy immediately, or from a future date. You cannot cancel the policy from a date that
has passed.
Your cancellation rights – MultiCover policy
Instructions to cancel the entire policy can be given by any individual policyholder, including the policy administrator.
We will only cancel the policy if we have sent seven days’ notice to each policyholder and received no objection within
those seven days. If we receive an objection, we will not cancel the policy and will tell all policyholders (including the
policy administrator) this.
You can remove your home from the MultiCover policy immediately, or from a future date. You cannot remove your
home, car or van from the policy from a date that has passed.
The policy administrator will be able to remove any home, car or van from the policy if we send seven days’
notice to the individual policyholders and they do not object within those seven days. If we receive an objection
within seven days, the policy will not be changed and we will tell all individual policyholders (including the policy
administrator) this.
Our cancellation rights
If we have a valid reason, we can cancel cover at any time, by sending seven days’ notice in writing to your last known
address, if:
y
we discover that you have intentionally given us false, incomplete, exaggerated or misleading information
y
you do not tell us about any necessary correction or changes, as explained under ‘Keeping your policy up to date’
(page 12)
y
you do not respond to our written requests for more information or documents
y
you harass our staff or behave in an abusive or threatening way towards them, or
y
you fail to pay any premium or your credit agreement is cancelled.
Outstanding premium and charges following cancellation
If you cancel the policy you will have to pay administration charges for the costs of us arranging and handling your
policy. Details of these charges are given in ‘Your Agreement with EUI Limited’. You are given a copy of this at the start
of each period of insurance. It is also available at www.admiral.com.
If you cancel your policy within 14 days of receiving your welcome letter or email, you will receive a full refund of the
premium you have paid, minus our administration charges, as long as no claim has arisen.
If you cancel the policy after 14 days, we will keep a proportion of the premium for the time you have been covered,
plus our administration charges. We will refund any remaining premium.
If you have a MultiCover policy or have arranged to insure a home, car or van from a future date, you would have
received a discount on your overall premium. If any home, car or van is removed from the policy for any reason, the
Guide to your Home Insuance cover
38
General conditions of your Home Insurance cover (cont.)
premium will be adjusted for each remaining home or vehicle.
If a claim has arisen during the period of insurance, you must pay the full premium. We will not refund any premium
you have paid.
If, when you cancel, you owe any premium, you must pay this within 10 days. If possible, we will collect any
amount you owe us using the payment details we have on file for you. If your payment is delayed it will result in
additional charges.
5. Payment
The administrator is responsible for all payments relating to the policy. This includes when payments are made by
another person.
If we cannot collect any amount by the due date, we will cancel your policy.
Each home, car or van that is insured will have its own premium. All the premiums for the policy will need to be paid by
the same payment method. If we cannot collect any premium by the due date, we will cancel the individual policy.
If you pay the premium in instalments, and you have failed to make payments in line with the credit agreement for
the instalments, we will not offer the option to pay by direct debit at renewal. To renew your policy you will have to
pay the full premium for the whole period of insurance.
If you make a claim and you have not paid the full premium for the period of insurance, we may take the remainder of
the premium from the claim settlement. We will not refund any premium relating to changes we make to your policy
after a claim.
If you are due a refund, we will make it to the bank account or card you used to pay most of the premium.
IMPORTANT
If you pay by card, you must contact us if the card account is closed, your card details are not stored with us, or
you want to change the payment method.
6. Settling disagreements
If we have agreed to a claim, but you disagree with the amount we will pay, the matter must be referred to our
Quality Manager for a decision. If you disagree with that decision, you can refer the matter to the Financial
Ombudsman Service. We would give you information on how to do this.
7. Dual cover
If you are making a claim for loss, damage or liability covered under more than one part of this policy, the section (or
sections) we will settle your claim under will be based on the overall nature of your claim.
8. Changes in circumstances
You must tell us if any information in your policy documents is wrong or has changed, as we may not be able to
continue providing cover. If we can still provide cover, we will do one or more of the following.
y
Work out any difference in premium from the date the information changed, or the mistake was made (even if this
happened in a previous period of insurance)
y
Change the terms of the cover
Guide to your Home Insuance cover
39
General conditions of your Home Insurance cover (cont.)
y
Change the premium
If we cannot continue to provide cover, we will cancel the policy.
You must tell us if the details in your policy documents are incorrect. If you don’t, this could mean we:
y
do not pay your claim
y
reduce the amount you can claim for, or
y
declare your policy void (treat it as if it had never existed).
If you want to make changes to your policy you will have to pay administration charges for the cost of us arranging
and handling your policy. Details of these charges are given in ‘Your Agreement with EUI Limited’. You are given a copy
of this at the start of each period of insurance. It is also available on our website at www.admiral.com
9. Fraud and misrepresentation
You must always answer our questions honestly and provide true and accurate information. If you, any other insured
person, or anyone acting on your behalf, provides:
y
false, incomplete, exaggerated or misleading information, or
y
false, altered, forged or stolen documents,
we will do one or more of the following things.
y
Change your policy to show the correct information, and change the premium accordingly
y
Cancel your policy immediately
y
Declare your policy void
y
Refuse to pay any claim or only pay part of a claim
y
Keep the premium you have paid
y
Recover any costs from you or any other insured person
y
Cancel or void any other EUI policies you are connected with
10. Instructions
Single policy
If your policy is for just your home, only you, your partner or your parent can discuss or change the policy. If you
would like someone else to be able to deal with a claim on your behalf, please discuss this with the Claims
Department.
MultiCover policy
The policy administrator will be our main point of contact and can discuss, change or remove any home or vehicle
from the policy.
The other individual policyholders will be able to discuss and change any home or vehicle (including yours), but will
only be able to remove their own home or vehicle from the MultiCover policy.
Guide to your Home Insuance cover
40
General conditions of your Home Insurance cover (cont.)
Your partner or parent can discuss or change your individual policy that is part of the MultiCover policy, or add
another home or vehicle to it.
Named drivers for a car or van covered under a MultiCover policy can only discuss or change the vehicles they are
insured to drive.
If you would like someone else to be able to deal with a claim on your behalf, please discuss this with the
Claims Department.
The table below summarises who can make changes to policies.
Type of change
Single policies or MultiCover policies MultiCover policies only
Who can make a
change
Change own
individual
policy
Cancel own
individual
policy
Add a new
individual
policy
Update
payment
details
Change
another
individual
policy
Cancel
another
individual
policy
Cancel all
policies
Policy administrator
Individual policyholder
or joint-policyholder
Named driver
Parent or partner on
behalf of an individual
policyholder or joint
policyholder
11. Renewal
Automatic renewal
Before your renewal, we will contact the policy administrator by the chosen method of communication to confirm
your policy terms and the renewal premium.
Unless you have opted out, we will automatically renew your policy on its renewal date. If we have your permission,
we will use the payment details you have provided.
It is not always possible to automatically renew your policy. In this case, we will write to your last known address
before the period of insurance ends.
If you do not want your policy to renew, or you want to opt out of automatic renewal, you must contact us before
your renewal date to let us know. In this case, your period of insurance will come to an end and your policy will not be
renewed unless you tell us otherwise.
You can opt in or opt out of automatic renewal at any time, free of charge, by contacting us online or by phone at any
point during the period of insurance.
Late claims
If you make a claim for loss, damage or liability that arose after we worked out your renewal premium but before your
renewal date, we will adjust the renewal premium. If we will no longer renew your policy, we will contact you to let
you know.
Guide to your Home Insuance cover
41
Extra conditions that apply to your Home Insurance cover
(endorsements)
We may decide to apply extra conditions (endorsements) to your policy.
Endorsements change the normal terms and conditions of your policy, either reducing or extending your cover.
If endorsements apply to your policy, we will tell you about them beforehand and include the details in your Home
Policy Schedule.
An example of an endorsement is if we set a minimum standard of security for your home.
If you do not keep to an endorsement we may reduce your cover or refuse to pay your claim.
IMPORTANT
Please see your Home Policy Schedule to check if any endorsements apply to your policy.
Guide to your Home Insuance cover
42
Guide to your Boiler Emergency cover and
Guide to your Home Emergency cover
Cover is only included if shown on your Home Policy Schedule.
Important phone numbers
Boiler or Home Emergency claim line: 0345 609 4375
National Gas Emergency Service: 0800 111 999
About your cover
This section explains the full terms, conditions and exclusions of Boiler Emergency cover and Home Emergency cover.
If you have either of these, this will be shown in your Home Policy Schedule.
Sedgwick International UK, whose registered address is 60 Fenchurch Street, London, England, EC3M 4AD, will provide
the cover described below.
Boiler Emergency cover
If your boiler or heating system completely breaks down, or you have no hot water, we will arrange and pay for
emergency work to be carried out to make a temporary repair of the damage. This section covers two claims per
period of insurance, each with a claim limit of up to £500.
Home Emergency cover
If there is an emergency in your home, we will arrange and pay for work to be carried out to make a temporary repair
of damage caused by specified events. The maximum you will be covered for is £500 per claim.
We do not make personal recommendations about the cover you need or guarantee that this cover is suitable for you.
You are responsible for deciding whether the cover meets your needs.
Boiler Emergency cover and Home Emergency cover definitions
The following definitions apply in addition to the definitions in the Home Insurance cover part of this booklet (pages
4 to 7). If any of the terms below are also defined in the Home Insurance cover part of this booklet, the definitions
below will apply to this part of the booklet.
When the terms below appear in bold in this part of the booklet they will have the meanings given below.
Associated home cover
The valid Home Insurance cover you have, as explained on pages 2 to 41 of this booklet.
Authorised contractor
A tradesperson authorised by us to assess your claim and carry out repairs in your home.
Emergency
This is where a sudden and unforeseen incident in your home immediately:
y
results in your boiler or heating system totally failing or breaking down, or you having no running hot water
y
makes your home unfit to be lived in
y
puts your or anyone else’s heath at risk, or
y
creates a risk of loss of or damage to your home or any of the contents.
Guide to your Home Insuance cover
43
Guide to your Boiler / Home Emergency cover (cont.)
Emergency repairs
Work carried out by an authorised contractor to complete a temporary repair.
Heating system
The main form of heating in your home, either central heating or other forms of heating such as renewable
technologies, liquid petroleum gas (LPG), oil, solid fuel, electric boiler and solar power.
Home
The home you live in at the UK address shown in your Home Policy Schedule, including its integral (built-in)
garages, all used for domestic purposes. It does not include detached garages, gardens, sheds, greenhouses and
other buildings.
Period of insurance
The length of time you have this cover for, from the date the cover was added to your associated home cover until it
is renewed or cancelled. This cover will automatically be renewed with the associated home cover unless:
y
you are no longer entitled to the cover, or
y
you tell us that you do not want to renew the cover.
Qualified repairer
A qualified tradesperson you appoint to carry out repairs in your home.
Reimbursement basis
When we receive the qualified repairer’s or authorised contractor’s fully itemised invoice for repairs, or your receipt
(if the claim is for heaters you have bought or alternative accommodation you have paid for), we will pay you up to:
y
£500 (including VAT) as a contribution towards a repair you arranged yourself
y
£250 (including VAT) for alternative accommodation, and
y
£50 (including VAT) for heaters you have bought.
Temporary repair
Work or repairs needed immediately to stop further damage being caused by the emergency. You may need to
arrange further work or repairs, at your own cost, to permanently fix the issue.
You
You, as the policyholder, and any people who normally live with you in your home.
Your Home Policy Schedule will show the level of cover you have and any optional cover you have chosen.
Boiler Emergency cover is included as standard with Gold. You cannot take it out separately if your chosen level of
cover is Admiral or Platinum.
Home Emergency cover is included as standard with Platinum. You can take it out separately if your chosen level of
cover is Admiral or Gold.
The individual covers set out on pages 46 to 48 cannot be taken out separately. To have these covers you must have
Home Emergency cover.
Guide to your Home Insuance cover
44
Guide to your Boiler / Home Emergency cover (cont.)
The following tables show whether the specific cover is included as standard, optional, or not available with the level
of cover you have chosen. They indicate this with the following symbols.
Included
Optional
Not Included
1. Boiler Emergency cover
If ‘Boiler Emergency cover’ is shown in your Home Policy Schedule you will have the cover described in the table
below, under ‘Boiler and heating system’, for up to two claims per period of insurance.
2. Home Emergency cover
What is covered What is not covered
ADMIRAL
GOLD
PLATINUM
a) Boiler and heating system
This cover applies to the following.
y
Your gas boiler in your home, including:
y
all parts fitted in the boiler by
the manufacturer
y
boiler isolating valves and motorised valves
y
the pump
y
the thermostat, timer and temperature
pressure controls, and
y
the primary flue.
y
The heating system in your home.
We will cover you if your boiler, heating system or
hot-water system completely fails or breaks down
as a result of an emergency in your home and this
means that you have no heating or hot water.
We will also cover you if your boiler, heating
system or hot-water system completely fails or
breaks down as a result of:
y
a loss of water pressure within a boiler due to
a fault, or
y
a water leak from the boiler or heating system.
If ‘Home Emergency Cover’ is not shown in your
Home Policy Schedule, more than two claims per
period of insurance.
Plumbing problems which have not caused your
boiler to break down and which relate to leaking
pipes, blocked drains or leaking radiators. (This
may be covered under ‘Plumbing’.)
Where a loss of gas supply has caused your boiler
to stop working. (This may be covered under
‘Internal gas pipe’.)
Where a loss of electricity supply has caused your
boiler to stop working. (This may be covered under
‘Electrics’.)
Commercial boilers or heating systems with an
output of over 70kW/hr.
Any boiler or heating system which is shared with
neighbouring homes.
Any boiler or heating system outside your home,
unless this provides the main source of heating for
your home.
Replacing radiators, radiator valves, thermostatic
valves, inhibitors or any equipment added to the
standard heating system, such as a Magnaclean or
similar device.
Adjustments to the timing and temperature
controls, or replacing controls for actions which
can safely be performed manually, including
relighting the pilot light.
Faults where the boiler still provides hot water and
heating, or any fault that is not apparent to the
authorised contractor or qualified repairer.
Repairs that require a power flush of your boiler or
heating system.
Repairing or replacing underfloor heating, warm-
air units, air- or ground-source heat pumps, and
gas appliances such as cookers.
cont...
Guide to your Home Insuance cover
45
What is covered What is not covered
ADMIRAL
GOLD
PLATINUM
(cont.)
Any fault arising due to sludge, scale, rust or debris
in the heating system, or damage caused by the
chemical composition of the water (for example, if
you live in a hard water area).
Repairing or replacing convector heaters, water
tanks or hot-water cylinders.
Any foreseeable breakdown caused by negligence
or improper maintenance, according to our
authorised contractor’s professional opinion.
IMPORTANT
If we cannot repair your boiler, heating system or hot-water system, or if the cost of repairs would be more than the cost of a
boiler of the same type, age and condition, the cover under this section will no longer apply and we will not contribute towards
the cost of a replacement.
b) Temporary heating
If you have no heating and a part needs to be
ordered following the engineer’s first visit, or if we
cannot repair the boiler or heating system, we can
pay up to a total of £50 (including VAT) for heaters
you buy. These heaters would be yours to keep.
If ‘Home Emergency Cover’ is not shown in your
Home Policy Schedule, more than two claims per
period of insurance.
c) Alternative accommodation
If an emergency means that your home is not
fit to be lived in for one night or more, we will
contribute up to £250 including VAT towards
the cost of alternative accommodation for you,
everyone who permanently lives in your home and
your pets, including transport to the alternative
accommodation and then home again when you
can move back in. We will settle the claim on a
reimbursement basis.
If ‘Home Emergency Cover’ is not shown in your
Home Policy Schedule:
y
more than two claims per period of
insurance, or
y
any emergency that does not involve your
boiler, heating system or hot-water system.
If ‘Home Emergency Cover’ is shown in your Home
Policy Schedule:
y
any emergency that does not involve one of
the following individual covers.
Guide to your Boiler / Home Emergency cover (cont.)
Guide to your Home Insuance cover
46
Guide to your Boiler / Home Emergency cover (cont.)
The following individual covers are only available if you have Home Emergency cover.
What is covered What is not covered
ADMIRAL
GOLD
PLATINUM
Plumbing
An emergency relating to the hot- and cold-water
pipes in your home, between the main stopcock
and the taps.
Repairing the cold-water storage tank.
Toilet flushing mechanisms.
A leak from:
y
your toilet
y
pipes leading to and from the shower or bath
y
the internal section of overflow pipes, or
y
water pipes that are part of the
heating system.
Repairing or replacing all pipes outside the home.
Any dripping tap or nozzle, or any other part of the
plumbing or drainage system, if the water is going
down a drain without causing damage.
Repairing or replacing hot-water cylinders, hot-
and cold-water storage tanks, radiators, immersion
tanks, sanitary fixtures (including sinks and basins)
and external overflows.
Burst, split or leaking flexible hoses.
Domestic appliances such as dishwashers and
washing machines.
Septic tanks, swimming pools and hot tubs.
Dealing with temporarily frozen pipes.
Repairing or replacing a toilet if there is another
usable toilet in your home, unless you are unable
to access it.
Drainage
An emergency relating to blocked waste pipes,
or damage to waste pipes causing a blockage or
a leak.
Below is a list of emergencies you would be
covered for.
y
Blocked sinks, blocked or leaking waste pipes
y
Blocked rainwater drains
y
Blocked bath, toilet or external drainage,
even if you still have another working toilet or
bathing facility
y
Blocked or leaking soil vent pipes (pipes
that carry waste water to the underground
drainage system)
Repairs to drains that are the responsibility of the
local water authority (even if they are within the
boundaries of your home).
Shared soil pipes (even if they are within the
boundaries of your home).
Repairing or replacing manholes, soakaways, septic
tanks (clearing or emptying), cesspits, treatment
plants and their outflow pipes, guttering
and downpipes.
Regular cleaning of your drains and descaling
your drains.
Repairing or replacing any part of the drain which
is damaged but does not totally block the drain.
Repairing or unblocking drains which are used for
commercial purposes.
Making access to drain systems (for example,
manhole covers) that have been built over.
Clearing drains when needed due to installation
faults or misuse of drains, such as flushing baby
wipes down the toilet or putting grease or cooking
oil down the drain.
IMPORTANT
Plumbing and drainage
Depending on your level of cover, you may be covered under section 1 of your associated home cover for trace and access (the
cost of removing and replacing any part of the buildings to find the source of a leak).
Your Home Policy Schedule will show the level of cover you have and any optional cover that you have chosen.
Guide to your Home Insuance cover
47
Guide to your Boiler / Home Emergency cover (cont.)
What is covered What is not covered
ADMIRAL
GOLD
PLATINUM
Electrics
Complete failure of the electricity supply in your
home, meaning that the home is not fit to be
lived in.
Repairing or replacing electrical appliances.
Electrical wiring and electrical infrastructure, such
as mains cables, outside the home.
Repairing or replacing burglar-alarm, fire-alarm or
CCTV systems.
Swimming pools and their plumbing or filtration
systems.
Electric showers.
Replacing light bulbs or fuses in plugs.
Roofing
A home emergency relating to the roof if there
is water entering the property due to storm or
bad weather.
We will pay for a temporary repair using
a tarpaulin or similar material to solve the
immediate problem.
Repositioning tiles (unless this is the only way to
contain the emergency).
Damage due to poor roof maintenance or wear
and tear.
Damage caused to property or contents as a result
of water entering your home.
IMPORTANT
Depending on your level of cover, you may be covered for storm damage under section 1 (buildings) or section 2 (contents) of
your associated home cover.
Your Home Policy Schedule will show the level of cover you have and any optional cover that you have chosen.
Windows, doors and locks
An emergency repair to broken or cracked
external windows and doors which result in your
home not being secure or being unsafe.
We will use boarding or a similar material to solve
the immediate security risk.
Securing your home, or getting access to your
home, if action is needed due to:
y
failure of the external locking mechanism to
the only external door, or
y
damage to locks on external doors or windows
which means that you cannot secure your
home, or that your home is unsafe.
Fences, and any damage to windows, doors or locks
of outbuildings.
Double glazing where one pane is broken but the
other is intact and the home is therefore secure.
Internal doors and windows that do not affect the
security and safety of the property.
Pests
Getting rid of rats, mice, wasps, hornets, grey
squirrels and cockroaches if there is evidence of an
infestation in your home.
Pests found outside your home, such as
in outbuildings.
Getting rid of any pests not listed under this cover.
Guide to your Home Insuance cover
48
Guide to your Boiler / Home Emergency cover (cont.)
What is covered What is not covered
ADMIRAL
GOLD
PLATINUM
Internal gas pipes
A leak from the gas supply pipe in your home,
between the meter and a gas appliance.
We will repair or replace the section of pipe, as
long as the National Gas Emergency Service have
isolated the leak and the source of the leak has
been found.
If you think you have a gas leak, you should
immediately call the National Gas Emergency
Service on 0800 111 999.
Restoring the gas supply after a temporary repair.
(Your supplier will be able to arrange this for you.)
Corrosion of the gas supply pipe due to wear and
tear or methods used to conceal the pipework
(for example, from being under a concrete floor
without adequate protection).
General exclusions of your Boiler Emergency cover and Home Emergency cover
We will not cover the following.
1. Any emergency not reported to us within 48 hours of it being discovered.
2. Loss or damage arising from an emergency which you knew about before the date this cover started.
3. Costs for repairs, parts or services, unless you or a person calling our 24-hour claims helpline on your behalf told
us about the repairs, parts or services needed, and we approved a contractor in advance.
4. The utility company disconnecting or interrupting your supply, or any equipment or services which the utility
company is responsible for.
5. Any emergency in a home that has been unoccupied for more than 30 days in a row.
6. Any defect, damage or failure caused by:
y
any modification or attempted repair which you or your qualified repairer has made to all or part of your
property and which results in damage to any part of your property
y
industry-recognised standards not being met, or
y
malicious actions, misuse or negligence.
7. Any loss or damage arising from structural problems caused as a result of any form of subsidence, the bedding
down of new structures, demolition, alterations to your home, or defective products being used.
8. Any repair costs which are covered by a manufacturer’s, supplier’s, installer’s or repairer’s guarantee or warranty.
9. Normal maintenance that should be carried out.
10. Replacing items that wear out over time or immediately replacing parts on a like-for-like basis (that is, replacing
an item or part with the same type of item or part).
11. Loss or damage if you have previously been advised to carry out work which would have avoided your emergency,
unless that work was carried out by a qualified repairer or by a recognised third-party authority, such as your local
water authority, a utility company or a boiler manufacturer. We will ask for proof that this work was carried out.
12. The cost of work to find the source of the emergency.
13. Removing asbestos, or any emergency repairs, including boiler inspections, where asbestos may be disturbed.
Guide to your Home Insuance cover
49
Guide to your Boiler / Home Emergency cover (cont.)
14. Work where health-and-safety regulations or the findings of a risk assessment prevent our authorised
contractors from being able to deal with the emergency or carry out work in your home.
15. Please see general exception 1, War and terrorism, on page 34.
General conditions of your Boiler Emergency cover and Home Emergency cover
1. Other insurance
Please see general exception 16, Other insurance, on page 35.
2. Parts availability
The availability of parts is an important factor in carrying out emergency repairs. If the authorised contractor does
not carry the parts needed when they come out to your emergency, we will do all we reasonably can to find and
install parts from our approved suppliers.
We may not be able to replace parts on a like-for-like basis, but will provide a suitable alternative for controlling the
emergency. However, there may be times when replacement parts are delayed because of circumstances beyond our
control. In these cases we will not be able to avoid delays in repair. We will keep you informed throughout your claim.
There may also be times when parts are no longer available. In these situations we will make sure your home is safe
and, if necessary, we will arrange for you to get a quotation for a suitable replacement item for you to buy and
pay for.
3. How to make a claim
Claims under this section can only be made by you or someone you have authorised to call on your behalf.
You cannot claim under Boiler Emergency cover or Home Emergency cover for the first seven days, unless you are
renewing an existing policy.
To make a claim you must call our 24-hour emergency helpline on 0345 609 4375 within 48 hours of discovering the
emergency. The helpline is open every day of the year.
Please have as much information as possible to hand, including:
y
policyholder name and home address
y
the policy number, and
y
if appropriate, the make, model, serial number and Gas Council number of your boiler.
4. How we will settle your claim
We will:
y
tell you how to immediately protect you, your home and anyone who lives in it
y
check your cover, and
y
arrange for one of our authorised contractors to get in touch with you to make an appointment, or settle your
claim on a reimbursement basis.
We, along with our authorised contractors, will manage your claim and keep you updated at all times. This will
include us monitoring the progress of the repair through regular contact with the authorised contractor and
contacting you to make sure all the agreed work has been completed.
Guide to your Home Insuance cover
50
Guide to your Boiler / Home Emergency cover (cont.)
We will organise an emergency call-out, labour, parts and materials to carry out a temporary emergency repair.
Once we have carried out an emergency repair, you should arrange and pay for a permanent repair as soon as
possible. Permanent repairs are not covered under this policy.
We will not pay for any loss or damage caused by the emergency. The loss or damage may be covered under your
associated home cover.
We will refuse to provide a repair service if you (or anyone who lives with you) are aggressive towards our authorised
contractors or staff, or do not give them access to your home, at a reasonable time, to complete the repair.
Claims over £500
If the emergency repair costs more than £500:
y
we will settle your claim on a reimbursement basis, and
y
you will need to pay any amount over £500.
Reimbursement basis
In some circumstances we may find it difficult to arrange for an authorised contractor to come out to your home or
deal with your emergency within a reasonable period. These circumstances include times when:
y
there is very high demand, bad weather or industrial action
y
parts are not available, or
y
a specialist is not available.
In these circumstances we may agree to pay your claim on a reimbursement basis.
5. Cancelling your cover
Your cancellation rights
If ‘Boiler Emergency cover’ or ‘Home Emergency cover’ is shown as ‘Included’ in the ‘Description of Your Home
Insurance Cover’ section of your Home Policy Schedule, you can only cancel this product if you also cancel your
associated home cover. Please see the Guide to your Home Insurance cover for more information on cancelling
that cover.
If ‘Home Emergency’ is listed as a ‘Policy Upgrade’ in the ‘Description of Your Home Insurance Cover’ section of your
Home Policy Schedule, or you have added it to your policy since the policy started or was renewed, you can cancel
this emergency cover, and receive a full refund of your premium, by contacting us within 14 days of receiving our
letter or email confirming cover.
Please contact us at:
EUI Limited
Ty Admiral
David Street
Cardiff
CF10 2AA.
Phone: 0333 220 2003
Guide to your Home Insuance cover
51
Guide to your Boiler / Home Emergency cover (cont.)
If you cancel after 14 days, we will keep a proportion of the premium for each day you have been covered.
If, when you cancel, a claim has arisen during the period of insurance, you must pay the full premium and you will not
get any refund.
6. Our right to cancel your cover
We will cancel this emergency cover if:
y
your associated home cover is cancelled
y
we find out that any claim under this cover is fraudulent in any way, or
y
you (or anyone who lives in your home) has harassed, or been abusive, threatening or aggressive towards, our staff
or our authorised contractor.
If we cancel your cover, we will keep a proportion of the premium for each day you have been covered. However, if
a claim has arisen during the period of insurance, you must pay the full premium and will not receive any refund. If
there has been any fraud, we will try to recover any amounts we have paid and will not return any premium.
We will not pay a claim:
y
which is in any way fraudulent, false, exaggerated or misleading
y
which you or anyone acting for you has made in a fraudulent or false way, or
y
if we have been given a false statement or any documents which are false or stolen.
In this situation, this cover, and all other policies relating to it or managed by us, will be cancelled or declared
void (considered to have never existed). We will try to recover any amounts that we have paid and will not return
any premium.
How to make a complaint
Please see the Comments and complaints section (page 66) for details of how to make a complaint.
Extra information about your Boiler Emergency cover and Home Emergency cover
Financial Services Compensation Scheme (FSCS)
Admiral Insurance (Gibraltar) Limited is a member of the Financial Services Compensation Scheme (FSCS). The FSCS
is a safety net for customers of financial services firms if those firms cannot meet their liabilities. If this happens, you
may be entitled to claim compensation. You can get more information from Admiral Insurance (Gibraltar) Limited or
on the website at www.fscs.org.uk.
Service provider and insurer
The cover is arranged and managed by us, EUI Limited, and Sedgwick International UK will act as a service provider
for handling claims.
EUI Limited is authorised and regulated by the Financial Conduct Authority (registration number 309378).
This cover is underwritten by, meaning that the insurance is provided by:
Admiral Insurance (Gibraltar) Limited, 2Aa 2nd Floor, Leisure Island Business Centre, 23 Ocean Village Promenade,
Gibraltar, GX11 1AA.
Guide to your Home Insuance cover
52
Guide to your Boiler / Home Emergency cover (cont.)
Admiral Insurance (Gibraltar) Limited is licensed and regulated by the Gibraltar Financial Services Commission under
the Financial Services (Insurance Companies) Act 1987 of Gibraltar.
You can check this on the Financial Conduct Authority’s Register by visiting the website www.fca.org.uk/register or by
contacting the Financial Conduct Authority on 0800 111 6768.
Relevant law and language
Your cover is governed by English Law and you and we agree that any legal action relating to it will be settled in the
English courts. All communication about your cover will be in English.
Your policy represents the entire agreement between you and us for Boiler Emergency cover and Home
Emergency cover.
Data protection
For information about how we will process your personal information, go to www.admiral.com/yourprivacy-and-
security/
Recording phone calls
To help us provide a quality service, we may record your phone calls, but will only share detail of calls with partner
organisations directly relevant to the emergency-repair service we provide.
By taking out Boiler Emergency cover or Home Emergency cover, you agree that we may do the following.
y
Give your personal information relating to your Boiler Emergency cover or Home Emergency cover to companies
within the EUI Limited group of companies and to Sedgwick International UK. Those companies may provide your
personal information to our service providers and agents if necessary and as allowed by law
y
Monitor and record your phone calls for the purpose of managing your cover and maintaining customer service.
Sedgwick International UK may also monitor and record your phone calls
If you want to know what information we and Sedgwick International UK hold about you, please write to:
Head of Central Quality
Admiral
Ty Admiral
David Street
Cardiff
CF10 2EH.
At all times, we will be the data controller (meaning we are responsible for how and why your personal information is
collected used and held) and Sedgwick International UK will be the data processor (meaning they are responsible, on
our behalf, for correctly processing your personal information).
Guide to your Home Insuance cover
53
Guide to your Family Legal Protection
This cover is only included if shown on your Home Policy Schedule. This is an
optional policy upgade on Admial and Gold but included as standard on Platinum.
About DAS
DAS Legal Expenses Insurance Company Limited (‘DAS’) is the underwriter and provides the legal protection insurance
and additional services under the Family Legal Protection cover. If your policy started or renewed before 1st
September 2022, please refer to the previous policy booklet available on the Admiral website at www.admiral.com.
Telephone helplines
You can contact our UK-based call centre 24 hours a day, seven days a week. However, we may need to arrange
to call you back depending on your enquiry. To help us check and improve our service standards, we may record
all calls. When phoning, please tell us your policy number and that you are insured under an Admiral Family Legal
Protection policy.
Legal advice service 0117 927 1852
We provide confidential advice over the phone on any personal legal issue, under the laws of the United Kingdom
of Great Britain and Northern Ireland, any European Union country, the Isle of Man, Channel Islands, Switzerland
and Norway.
Advice about the law in England and Wales is available 24 hours a day, seven days a week. Legal advice for the other
countries is available 9am-5pm, Monday to Friday, excluding public and bank holidays. If you call outside these
times, a message will be taken, and a return call arranged within the operating hours.
Tax advice service 0117 927 1852
We offer confidential advice over the phone on personal tax matters in the UK.
Tax advice is provided by tax advisers 9am-5pm, Monday to Friday, excluding public and bank holidays. If you call
outside these times, a message will be taken, and a return call arranged within the operating hours.
Identity theft service 0344 848 7071
If you are a resident in the UK or the Channel Islands, we will provide you with detailed guidance and advice over the
phone about being or becoming a victim of identity theft.
This helpline is open 8am-8pm, seven days a week.
Counselling service 0344 893 9012
We will provide you with a confidential counselling service over the phone if you are aged 18 or over (or aged
between 16 and 18 and in full-time employment). This includes, where appropriate, referral to relevant voluntary or
professional services. You will pay any costs for using the services to which we refer you.
This helpline is open 24 hours a day, seven days a week.
Admiral’s Legal Depot
Admiral’s Legal Depot contains a range of regularly updated legal guides, document builders, interactive checklists
and videos to help you with family, employment and consumer issues.
Whether you want to challenge an employment decision, apply for flexible working rights, contest a parking ticket or
create a will, Admiral’s Legal Depot has everything you need to get started.
Plain English Campaign’s Crystal Mark does not apply to this Family Legal Protection section.
Guide to your Home Insuance cover
54
Guide to your Family Legal Protection (cont.)
How do I get started?
Visit www.legaldepot.admiral.com and use the voucher code sent to you via email or call 0117 927 1852 for access.
We cannot accept responsibility if the helpline services are unavailable for reasons we cannot control.
Helping you with your legal problems
If you wish to speak to our legal teams about a legal problem, please phone us on 0117 927 1852. We will ask you
about your legal issue and, if necessary, call you back to give you legal advice.
When you need to make a claim
If your issue cannot be dealt with through legal advice and needs to be dealt with as a potential claim under this
section, phone us on 0117 927 1852 and we will give you a reference number. At this point we will not be able to tell
you whether you are covered, but we will pass the information you have given us to our claims handling teams and
explain what to do next.
Please do not ask for help from a lawyer, accountant or anyone else before we have agreed that you should do so. If
you do, we will not pay the costs involved even if we accept the claim.
About your Family Legal Protection cover
To make sure you get the most from your Family Legal Protection cover provided by DAS, please take time to read this
section which explains the contract between you and us.
We agree to provide the insurance described in this section, in return for payment of the premium and subject to the
terms, conditions, exclusions and limitations set out in this section, provided that:
1. reasonable prospects (51% or more), exist for the duration of the claim
2. the date of occurrence of the insured incident is during the insured period
3. any legal proceedings, or any other proceeding to resolve the insured incident will be dealt with by a court, or
other body which we agree to, within the countries covered, and
4. the insured incident happens within the countries covered.
What we will pay
Following an insured incident we will pay an appointed representative to act on your behalf. This includes any costs
and expenses incurred, subject to the following:
a. the most we will pay for all claims resulting from one or more event arising at the same time or from the same
originating cause is £100,000
b. the most we will pay in costs and expenses is no more than the amount we would have paid to a preferred law
firm. The amount we will pay a law firm (where acting as an appointed representative) is currently £100 per hour.
This amount may vary from time to time
c. in respect of an appeal or the defence of an appeal, you must tell us within the time limits allowed that you want
to appeal. Before we pay the costs and expenses for appeals, we must agree that reasonable prospects exist
d. for an enforcement of judgment to recover money and interest due to you after a successful claim under this
section, we must agree that reasonable prospects exist, and
e. where an award of damages is the only legal remedy to a dispute and the cost of pursuing legal action is likely to
be more than any award of damages, the most we will pay in costs and expenses is the value of the likely award.
What we will not pay
In the event of a claim, if you decide not to use the services of a preferred law firm, you will be responsible for any
costs that fall outside the DAS Standard Terms of Appointment, and these will not be paid by us.
Guide to your Home Insuance cover
55
Guide to your Family Legal Protection (cont.)
The following words have these meaning wherever they appear in this section in bold:
Appointed
representative
The preferred law firm, law firm, accountant or other suitably qualified person we will
appoint to act on your behalf.
Associated home
policy
The valid home insurance policy arranged by EUI Limited which has been taken out by you.
For policies with multiple homes, Family Legal Protection will be confirmed on the Home
Policy Schedule for each home
Costs and Expenses
a. All reasonable and necessary costs chargeable by the appointed representative and
agreed by us in accordance with the DAS Standard Terms of Appointment.
b. The costs incurred by opponents in civil cases if you have been ordered to pay them, or
you pay them with our agreement.
Countries covered
The United Kingdom of Great Britain and Northern Ireland, the Isle of Man and the
Channel Islands.
DAS Standard Terms
of Appointment
The terms and conditions (including the amount we will pay to an appointed
representative) that apply to the relevant type of claim, which could include a conditional
fee agreement (no win, no fee). Where a law firm is acting as an appointed representative
the amount is currently £100 per hour. This amount may vary from time to time.
Date of occurrence
a. For civil cases (other than as specified under (c) below), the date of the event that
leads to a claim. If there is more than one event arising at different times from the
same originating cause, the date of occurrence is the date of the first of these events.
(This is the date the event happened, which may be before the date you first became
aware of it.)
b. For criminal cases, the date you began, or are alleged to have begun, to break the law.
c. For insured incident Tax, the date when HM Revenue & Customs first notifies you in
writing of its intention to make an enquiry
Identity theft
The theft or unauthorised use of your personal identification which has resulted in the
unlawful use of your identity.
Insured period
From the date Family Legal Protection was added to the associated home policy
until its renewal or cancellation. As long as the policyholder remains eligible, this
policy will automatically renew with the associated home policy unless you inform
EUI Limited otherwise.
Preferred law firm
A law firm or barristers’ chambers we choose to provide legal services. These legal
specialists are chosen as they have the proven expertise to deal with your claim and
must comply with our agreed service standard levels, which we audit regularly. They are
appointed according to the DAS Standard Terms of Appointment.
Reasonable
prospects
For civil cases, the prospects that you will recover losses or damages (or obtain any
other legal remedy that we have agreed to, including an enforcement of judgment),
make a successful defence or make a successful appeal or defence of an appeal, must
be at least 51%. We, or a preferred law firm on our behalf, will assess whether there are
reasonable prospects.
Vehicle cloning
Illegal use of your motor vehicle’s registration details.
We, us, our, DAS
DAS Legal Expenses Insurance Company Limited
You, your
The person who has taken out this policy (the policyholder) and any member of their
family who always lives with them. This includes students temporarily living away
from home and unmarried partners. Anyone claiming under this section must have the
policyholder’s agreement to claim.
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Guide to your Family Legal Protection (cont.)
What is covered What is not covered
Consumer disputes
A contractual dispute arising from an agreement or an
alleged agreement which you have entered into in a
personal capacity for:
a. buying or hiring in goods or services
b. selling goods
c. buying or selling your principal home.
Please note that:
i. you must have entered into the agreement or alleged
agreement during the insured period, and
ii. the amount in dispute must be more than £250
(including VAT).
A claim relating to the following:
a. the settlement payable under an insurance policy (we will
cover a dispute if your insurer refuses your claim, but not
for a dispute over the amount of the claim)
b. a dispute arising from any loan, mortgage, pension,
investment or borrowing
c. a dispute over the sale, purchase, terms of a lease, licence,
or tenancy of land or buildings (other than disputes arising
from you buying or selling your principal home). However,
we will cover a dispute with a professional adviser in
connection with these matters
d. a motor vehicle owned by or hired or leased to you (please
refer to insured incident Motor contract disputes).
Motor contract disputes
A contractual dispute arising from an agreement or an
alleged agreement which you have entered into in a
personal capacity for:
a. buying, selling, hiring or insurance of a motor vehicle or
its spare parts or accessories
b. service, repair or testing of a motor vehicle.
Please note that:
i. (I) you must have entered into the agreement or
alleged agreement during the insured period, and
ii. (II) the amount in dispute must be more than £250
(including VAT)
The settlement payable under an insurance policy (we will
cover a dispute if your insurer refuses your claim, but not for a
dispute over the amount of the claim).
Personal injury
A specific or sudden accident that causes your death or
bodily injury to you.
Please note that we will not defend your legal rights, but
we will cover defending a counter-claim.
A claim relating to the following:
a. illness or bodily injury that happens gradually
b. psychological injury or mental illness unless the condition
follows a specific or sudden accident that has caused
physical bodily injury to you
c. clinical negligence (please refer to insured incident Clinical
negligence).
Clinical negligence
An identified negligent act of surgery or identified
negligent clinical or medical procedure, which causes
death or bodily injury to you.
A claim relating to the following:
a. the failure or alleged failure to correctly diagnose
your condition
b. psychological injury or mental illness that is not associated
with you having suffered physical bodily injury
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Guide to your Family Legal Protection (cont.)
What is covered What is not covered
Employment disputes
A dispute relating to your contract of employment.
Please note that a dispute is deemed to have occurred once all
employer’s disciplinary hearings and internal grievance procedures
have been completed.
A claim relating to the following:
a. any claim relating solely to personal injury (please
refer to insured incident Personal injury)
b. a settlement agreement while you are still employed.
Property disputes
A civil dispute relating to your principal home or personal
possessions that you own or are responsible for, following:
a. an event which causes physical damage to such property but
the amount in dispute must be more than £100.
Please note we will not defend your legal rights but we will cover
defending a counter-claim.
b. a legal nuisance (meaning any unlawful interference with the
use or enjoyment of land, or some right over, or in connection
with it)
c. a trespass
Please note you must have, or there must be reasonable
prospects of establishing you have, the legal ownership or
right to the land or personal possessions that are the subject of
the dispute.
A claim relating to the following:
a. a contract you have entered into
b. any building or land except your main home
c. someone legally taking your property from you,
whether you are offered money or not, or restrictions
or controls placed on your property by any
government or public or local authority
d. work done by, or on behalf of, any government
or public or local authority unless the claim is for
accidental physical damage
e. mining subsidence
f. adverse possession (meaning the occupation of any
building or land either by someone trying to take
possession from you or of which you are trying to
take possession)
g. the enforcement of a covenant by or against you.
Tax
A comprehensive examination by HM Revenue & Customs that
considers all areas of your self assessment tax return, but not
enquiries limited to one or more specific area.
Provided that:
You have taken reasonable care to ensure that all returns are
complete and correct and are submitted within the statutory time
limits allowed.
a. Any claim if you are self-employed, or a sole trader, or
in a business partnership.
b. An investigation or enquiries by HM Revenue &
Customs Specialist Investigations or the HM Revenue
& Customs Prosecution Office.
Probate
Costs and expenses to pursue your legal rights in respect of a
probate dispute involving the will of your parents, grandparents,
children, step-children or adopted children where you are
contesting a will as a named beneficiary, or as a member of a class
of beneficiaries with an immediate interest.
Claims in respect of any dispute where a will has not
been previously made or concluded or cannot be traced
(Intestate).
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Guide to your Family Legal Protection (cont.)
Personal identity fraud
1. Following a call to the identity theft helpline service we will
assign a personal caseworker who will provide phone advice
and a personal action plan to help regain your identity.
2. If you become a victim of identity theft, we will pay
the costs you incur for phone calls, faxes or postage to
communicate with the police, credit agencies, financial
service providers, other creditors or debt-collection agencies.
We will also pay the cost of replacement documents to help
restore your identity and credit status.
3. Following your identity theft we will pay:
a. costs and expenses to reinstate your identity including
costs for the signing of statutory declarations or
similar documents
b. costs and expenses to defend your legal rights in a dispute
with debt collectors or any party taking legal action against
you arising from or relating to identity theft
c. loan-rejection fees and any re-application administration fee
for a loan when your original application has been rejected.
Please note that:
i. you must notify your bank or building society as soon
as possible
ii. you must tell us if you have previously suffered identity
theft, and
iii. you must take all reasonable action to prevent continued
unauthorised use of your identity.
A claim relating to the following:
a. fraud committed by anyone entitled to make a claim
under this section
b. losses arising from your business activities.
Jury service
Your absence from work:
a. to attend any court or tribunal at the request of the
appointed representative
b. to perform jury service
c. to carry out activities specified in your identity theft action
plan under insured incident Personal identity fraud.
The maximum we will pay is your net salary or wages for the
time that you are absent from work less any amount the court
gives you.
Any claim if you are unable to prove your loss
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59
Guide to your Family Legal Protection (cont.)
Vehicle cloning
If you are concerned that you may have become a victim of
vehicle cloning, please call the Legal Advice helpline on
0117 927 1852 who can provide telephone advice, including any
action you may need to take:
a. We will pay the costs that you incur for phone calls, faxes
or postage to communicate with the police, the Driver and
Vehicle Licensing Agency (DVLA), credit agencies, financial
service providers including your motor insurer and other
creditors or debt-collection agencies.
b. Costs and expenses to defend your legal rights arising from
the vehicle cloning of your vehicle.
Please note that:
You must notify us, the police, the DVLA, and any party with
an interest in your motor vehicle such as the motor insurer, or
leasing or finance company as soon as possible once you become
aware that such illegal use has occurred.
a. Illegal use of the motor vehicle’s registration details
by anyone entitled to make a claim under this section.
b. Losses arising from your business.
General Exclusions
We will not pay for the following:
1. Late reported claims
A claim where you have failed to notify us of the insured incident within a reasonable time of it happening and where
this failure adversely affects the reasonable prospects of a claim, or we consider our position has been prejudiced.
2. Costs we have not agreed
Costs and expenses incurred before our written acceptance of a claim.
3. Court awards and fines
Fines, penalties, compensation or damages that a court or other authority orders you to pay.
4. Legal action we have not agreed
Any legal action you take that we or the appointed representative have not agreed to, or where you do anything
that hinders us or the appointed representative.
5. Defamation
Any claim relating to written or verbal remarks that damage your reputation.
6. A dispute with DAS
A dispute with us or Admiral Insurance Services. For disagreements with us about the handling of a claim refer to
condition 8 of this section.
7. Judicial review
Costs and expenses arising from or relating to judicial review, coroner’s inquest or fatal accident inquiry.
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60
Guide to your Family Legal Protection (cont.)
8. Nuclear, war and terrorism risks
A claim caused by, contributed to by, or arising from:
a. ionising radiation or contamination by radioactivity from any nuclear fuel or from any nuclear waste from burning
nuclear fuel
b. the radioactive, toxic, explosive or other hazardous properties of any explosive nuclear assembly or nuclear part
of it
c. war, invasion, act of foreign enemy, hostilities (whether war is declared or not), civil war, rebellion, revolution,
military force or coup, or any other act of terrorism or alleged act of terrorism as defined in the Terrorism
Act 2000
d. pressure waves caused by aircraft or any other airborne devices travelling at sonic or supersonic speeds.
9. Litigant in person
Any claim where you are not represented by a law firm, barrister or tax expert.
Important conditions of your Family Legal Protection Cover
Your Legal Representation
a. On receiving a claim, if legal representation is necessary, we will appoint a preferred law firm as your appointed
representative to deal with your claim. They will try to settle your claim by negotiation without having to go
to court.
b. If the appointed preferred law firm cannot negotiate settlement of your claim and it is necessary to go to court
and legal proceedings are issued or there is a conflict of interest, then you may choose a law firm to act as the
appointed representative.
c. If you choose a law firm as your appointed representative who is not a preferred law firm, we will give your
choice of law firm the opportunity to act on the same terms as a preferred law firm. However, if they refuse to
act on this basis, the most we will pay is the amount we would have paid if they had agreed to the DAS Standard
Terms of Appointment. The amount we will pay a law firm (where acting as the appointed representative) is
currently £100 per hour. This amount may vary from time to time.
d. The appointed representative must cooperate with us at all times, and must keep us up to date with the progress
of the claim
Your Responsibilities
a. You must co-operate fully with us and the appointed representative.
b. You must give the appointed representative any instructions that we ask you to
Offers to Settle a Claim
a. You must tell us if anyone offers to settle a claim. You must not negotiate or agree to a settlement without our
written consent.
b. If you do not accept a reasonable offer to settle a claim, we may refuse to pay further costs and expenses.
c. We may decide to pay you the reasonable value of your claim, instead of starting or continuing legal action. In
these circumstances you must allow us to take over and pursue or settle any claim in your name. You must also
allow us to pursue at our own expense and for our own benefit, any claim for compensation against any other
person and you must give us all the information and help we need to do so
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Guide to your Family Legal Protection (cont.)
Assessing and Recovering Costs
a. You must instruct the appointed representative to have costs and expenses taxed, assessed or audited if we ask
for this.
b. You must take every step to recover costs and expenses and court attendance and jury service expenses that we
have to pay and must pay us any amounts that are recovered
Cancelling an Appointed Representative’s Appointment
If the appointed representative refuses to continue acting for you with good reason, or if you dismiss the appointed
representative without good reason, the cover we provide will end immediately, unless we agree to appoint another
appointed representative.
Withdrawing Cover
If you settle or withdraw a claim without our agreement, or do not give suitable instructions to the appointed
representative, we can withdraw cover and will be entitled to reclaim from you any costs and expenses we have paid.
Expert Opinion
We may require you to get, at your own expense, an opinion from an expert that we consider appropriate, on the
merits of the claim or proceedings, or on a legal principle. The expert must be approved in advance by us and the
cost agreed in writing between you and us. Subject to this, we will pay the cost of getting the opinion if the expert’s
opinion indicates that it is more likely than not that you will recover damages (or obtain any other legal remedy that
we have agreed to) or make a successful defence.
Arbitration
If there is a disagreement about the handling of a claim and it is not resolved through our internal complaints
procedure the Financial Ombudsman Service may be able to help. This is a free arbitration service for eligible
complaints. (Details available from www.financial-ombudsman.org.uk) If the dispute is not covered by the Financial
Ombudsman Service there is a separate arbitration process available. The arbitrator will be a jointly agreed barrister,
solicitor or other suitably qualified person. If there is a disagreement over the choice of arbitrator, we will ask the
Chartered Institute of Arbitrators to decide. The arbitrator will decide who will pay the costs of the arbitration. For
example, costs may be split between the parties or one party may pay all the costs.
Keeping to the Terms of This Section
You must:
a. keep to the terms and conditions of this section
b. take reasonable steps to avoid and prevent claims
c. take reasonable steps to avoid incurring unnecessary costs
d. send everything we ask for, in writing, and
e. report to us full and factual details of any claim as soon as possible and give us any information we need.
Fraudulent Claims
We will, at our discretion, void this section (make it invalid) from the date of claim, or alleged claim, and/or we will not
pay the claim if:
a. a claim you have made to obtain benefit under this section is fraudulent or intentionally exaggerated; or
b. a false declaration or statement is made in support of a claim.
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Guide to your Family Legal Protection (cont.)
Claims Under This Section by a Third Party
Apart from us, you are the only person who may enforce all or any part of this section and the rights and interests
arising from or connected with it. This means that the Contracts (Rights of Third Parties) Act 1999 does not apply to
this section in relation to any third-party rights or interest.
Other Insurances
If any claim covered under this section is also covered by another policy, or would have been covered if this policy did
not exist, we will only pay our share of the claim even if the other insurer refuses the claim.
Law
This section is governed by the law that applies in the part of the United Kingdom, Channel Islands or Isle of Man
where you normally live. Otherwise, the law of England and Wales applies.
All Acts of Parliament mentioned in this section include equivalent laws in Scotland, Northern Ireland, the Isle of Man
and the Channel Islands as appropriate.
Cancellation of your Family Legal Protection Cover
Your cancellation rights
If Family Legal Protection is listed as a ‘Policy Upgrade’ in the ‘Description of Your Home Insurance Cover’ section of
your Home Policy Schedule, you may cancel this product and receive a full refund if you inform Admiral within 14 days
from receipt of the confirmation letter or email. Should you cancel outside the 14 days, you will be charged on a daily
pro rata basis for the time you have had on cover.
If a claim is made or has arisen during the insured period, the full premium is payable and no refund will be given.
Please contact EUI Limited, Ty Admiral, David Street, Cardiff CF10 2AA or call 0333 220 2003.
If Family Legal Protection is listed as ‘Included’ in the ‘Description of Your Home Insurance Cover’ section of your
Home Policy Schedule, you may only cancel this product if your Home Insurance policy is also cancelled. Please refer
to ‘Cancelling your policy’ under the General Conditions to your Home Insurance section.
Our cancellation rights
We may cancel this policy at any time by sending 7 days notice in writing to your last known address if:
y
you are in breach of any of the conditions of your cover
y
you fail to respond to written requests for further information or documentation
y
you deliberately provide inaccurate information about your residency.
If your associated home policy is cancelled, this product will also be cancelled. If we cancel your cover, you will be
charged on a daily pro rata basis for the time you have had on cover.
How to make a Family Legal Protection complaint
We always aim to give you a high quality service.
If you think we have let you down, you can contact us by:
y
phoning 0344 893 9013
y
emailing customerr[email protected]o.uk
y
writing to the Customer Relations Department | DAS Legal Expenses Insurance Company Limited | DAS House |
Quay Side | Temple Back | Bristol | BS1 6NH
y
completing our online complaint form at www.das.co.uk/about-das/complaints
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Guide to your Family Legal Protection (cont.)
Further details of our internal complaint-handling procedures are available on request.
If you are not happy with the complaint outcome or if we’ve been unable to respond to your complaint within 8
weeks, you may be able to contact the Financial Ombudsman Service for help. This is a free arbitration service for
eligible complaints. (Details available from www.financial-ombudsman.org.uk)
You can contact them by:
y
phoning 0800 023 4567 (free from mobile phones and landlines) or 0300 123 9123
y
emailing complaint.info@financial-ombudsman.org.uk
y
writing to The Financial Ombudsman Service | Exchange Tower | London | E14 9SR
Further information is available on their website:
www.financial-ombudsman.org.uk
Using this service does not affect your right to take legal action.
Extra information about your Family Legal Protection
Financial Services Compensation Scheme
We are covered by the Financial Services Compensation Scheme (FSCS). Compensation from the scheme may be
claimed if we cannot meet our obligations. This will be dependent on the type of business and the circumstances of
the claim. More information on the compensation scheme arrangements can be found on the FSCS website,
www.fscs.org.uk
Privacy and Data Protection Notice
To comply with data protection regulations, we are committed to processing personal information fairly and
transparently. This section is designed to provide a brief understanding of how we collect and use this information. A
full copy of our privacy notice can be found on our website - www.das.co.uk/legal/privacy-statement. If you require a
written copy of our privacy notice, please email dataprotection@das.co.uk.
1. How we collect your information
We will either collect information directly from you, from someone who has authority to make a claim on your behalf,
or via our partners when you:
y
purchase a DAS product;
y
request or obtain a quote;
y
use your policy, such as making a claim or use one of our helplines;
y
request an update on your claim;
y
make a complaint;
y
use our websites;
y
contact DAS or one of its partners by telephone, by post or email, or when you communicate via online channels.
Types of information we will typically ask for include basic personal details such as your name, address, e-mail
address, telephone number, date of birth or age and marital status. We will also need details of your claim, which may
include sensitive personal information depending on the nature of your claim. We will always be clear why we need
this information and the purposes for which we will use it.
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2. How we will use your information
We will use your information to:
y
manage your policy;
y
manage your claim, including -providing updates and in order to make decisions relating to policy coverage;
y
provide you with the services outlined in your policy;
y
handle complaints;
y
provide quotes and sell policies.
Where we use trusted third parties to provide services under your policy your information will be shared outside of
the DAS Group. We will also share information with your insurer or insurance intermediary where it is necessary to
manage your policy. For more information about how we use your information, including how your information is
shared outside of the DAS Group please visit our website www.das.co.uk/legal/privacy-statement.
Your information may be disclosed when we believe in good faith that the disclosure is:
y
equired by law; or
y
to protect the safety of our employees, the public or DAS UK Group property; or
y
required to comply with a judicial proceeding, court order or legal process; or
y
in the event of a merger, asset sale, or other related transaction; or
y
for the prevention or detection of crime (including fraud).
3. What is our legal basis for processing your information?
We will use your information:
y
because it is necessary for the performance of our contract with you or to take steps to enter into a contract
with you;
y
in order to comply with our legal obligations;
y
because it is in our legitimate interests;
y
or establishing, exercising or defending any legal claims in relation to your policy.
4. What are your rights?
The following rights are available in relation to the handling of personal data:
y
the right to access personal data held;
y
the right to have inaccuracies corrected for personal data held;
y
the right to have personal data held erased;
y
the right to object to direct marketing being conducted based upon personal data held;
y
the right to restrict the processing for personal data held, including automated decision-making;
y
the right to data portability for personal data held.
Guide to your Family Legal Protection (cont.)
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Guide to your Family Legal Protection (cont.)
Any requests, questions or objections should be made in writing to the Data Protection Officer:
Data Protection Officer
DAS Legal Expenses Insurance Company Limited
DAS House
Quay Side
Temple Back
Bristol
BS1 6NH
Or via email: datapr[email protected]o.uk
5. How to make a complaint
If there is any dissatisfaction with the way in which personal data has been processed, the Data Protection Officer can
be contacted in the first instance using the details above.
If you remain dissatisfied, the Information Commissioner’s Office can be approached directly for a decision. The
Information Commissioner can be contacted at:
Information Commissioner’s Office Wycliffe House
Water Lane
Wilmslow
Cheshire
SK9 5AF
www.ico.org.uk
Authorisation
DAS Legal Expenses Insurance Company Limited (‘DAS’) is the underwriter and provides the legal protection insurance
and additional services under your policy.
DAS Head and Registered Office:
DAS Legal Expenses Insurance Company Limited | DAS House | Quay Side | Temple Back | Bristol | BS1 6NH
Registered in England and Wales | Company Number 103274 | Website: www.das.co.uk
DAS Legal Expenses Insurance Company Limited is authorised by the Prudential Regulation Authority and regulated
by the Financial Conduct Authority (FRN202106) and the Prudential Regulation Authority.
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66
Comments and complaints
At Admiral, we are committed to providing the best possible service. However, we understand there may be times
when we do not meet your expectations. If you are unhappy with anything, we want you to let us know. We will
always do our best to solve any problem fairly.
How to make a complaint
We understand that making a complaint can be stressful. That’s why we want you to be able to complain in any way
you choose. However you choose to make a complaint, a member of staff fully trained in complaint handling will deal
with your complaint.
Complaint about your home cover
Complaint Manager
Admiral
Ty Admiral
David Street
Cardiff
CF10 2AA
Phone: 0330 333 5888
Email: customerassurance@admiral.com
Complaint about a claim under home cover
Claims Quality Manager
Admiral Claims Department
Ty Admiral
David Street
Cardiff
CF10 2AA
Phone: 0333 234 7988
Email: householdclaimsquality@admiralgroup.co.uk
Complaint about your Boiler Emergency and Home Emergency cover
Complaint Manager
Sedgwick International UK
Oakleigh House
14-16 Park Place
Cardiff
CF10 3DQ
Phone: 0345 609 4375
Email: HEc[email protected]om
If you are not satisfied with how we have dealt with your complaint, you are unhappy with our final response, or it has
been eight weeks or more since you made your complaint and you have not received a final response from us, you can
refer your complaint to the Financial Ombudsman Service (FOS). Their details are as follows.
The Financial Ombudsman Service
Exchange Tower
London
E14 9SR
Phone: 0800 0 234 567 or 0300 123 9 123
Email: complaint.info@financial-ombudsman.org.uk
For more information about how we handle complaints, please ask us for a copy of ‘Our Guide to Handling your
Complaint’.
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Privacy and Security Statement
Plain English Campaign’s Crystal Mark does not apply to this Privacy and Security Statement section.
Confidentiality and disclosure of your data
Please view our full privacy statement at www.admiral.com/your-privacy-and-security which will help you understand
how we collect, use and protect your personal data. If you have any questions about how your data may be used
or would like a written copy of our privacy statement, please phone our customer service department, or write to
us at Admiral Home, Ty Admiral, David Street, Cardiff, CF10 2EH. If false or inaccurate information is provided and
fraud is identified details will be passed to fraud prevention agencies. Law enforcement agencies may access and use
this information.
HH 010 013
