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Home Insurance PlusAll you need to know90957251.indd 1Generated at: Thu Apr 29 10:58:58 202129/04/2021 15:20
ContentsWelcome to Direct Line InsuranceHints and tipsSummary of policy limitsSection 4 Family Legal Protection34Policy conditionsImportant information5How to claim6This policy doesn’t cover7Section 1 BuildingsA Core cover8B Additional cover9C Accidental damage10D Property owner’s liability11E If you claim12Section 2 ContentsA Core cover13B Additional cover14C Accidental damage16D Personal liability16E Employer’s liability17F Tenant’s liability18G If you claim18The cover we provide22A Core cover22B If you attend jury service24If you claim24Conditions and losses not covered25Section 5 Home EmergencyIf you have an emergency28Home Emergency cover28Conditions and losses not covered30Other conditionsClaims conditions31General conditions32Losses not covered by this policy35Policy definitions35How to make a complaint39Everything elseOur regulators41Section 3 Personal PossessionsA Core cover20B Additional cover20C If you claim21Page 290957251.indd 2Generated at: Thu Apr 29 10:58:58 202129/04/2021 15:20
Welcome to Direct LineThank you for insuring your home with Direct Line Insurance, which isunderwritten by U K Insurance Limited. We are determined to provideyou with outstanding customer service at all times and to make insuringwith us as easy and trouble-free as possible.This policy booklet provides all the details you need to know aboutyour insurance policy. Please read this alongside your schedule andhome proposal confirmation.We hope that you will insure with us for many years to come.Hints and tipsClaim phone numbers see the back coverWhat you need to do if you make a claim see page 6List of defined words see page 35Leaks and burst pipes see page 8Conditions of the policy see page 32Changes to the policy you should tell us about see page 33If your bike is stolen away from home see page 20Cover for your children in lodgings at school/university see page 15If your set or suite is damaged see page 19Just like most insurers we don’t cover these things see page 7 and 35Page 390957251.indd 3Generated at: Thu Apr 29 10:58:58 202129/04/2021 15:20
Summary of policy limitsThe following is a summary of the main policy limits. You should read therest of this policy for the full terms and conditions.Buildings (if selected)Alternative accommodation and rent 50,000Trace and access 10,000Property owner’s liability 5,000,000Contents (if selected)Valuables limitUp to 30% of Contents sum insuredValuables single item limit 4,000Alternative accommodation and storage 30,000Theft from outbuildings/garages 5,000Contents outsideGarden plants 2,500 2,500 per claim, 500 per plantMoney in the home 1,000Contents at university, college or boarding school 10,000Contents temporarily away from your home 10,000Downloaded content 3,000Business equipment 10,000Guests’ belongingsBirths, religious festivals, weddings or civil partnershipsTenant’s liabilityEmployer’s liabilityPersonal liabilityPersonal Possessions 1,00010% of Contents sum insured 10,000 10,000,000 5,000,000Included with ContentsSingle item limit 4,000Bicycles (per bicycle) 1,000Money 1,000Theft from unattended motor vehicle 2,000Family Legal ProtectionIncludedLegal costs and expenses 100,000Home EmergencyIncludedEmergency call out 500Replacement boiler 250One night emergency accommodation 250Page 490957251.indd 4Generated at: Thu Apr 29 10:58:58 202129/04/2021 15:20
Policy conditionsPolicy conditionsImportant informationYour home insurance contract is made up ofMeeting your needs this policy booklet your schedule your proposal confirmation.We have not given you a personalrecommendation as to whether this policyis suitable for your specific needs and justto let you know our consultants may receivea bonus if you purchase any cover with us.What you need to do Please read this policy booklet and yourschedule to make sure you know exactly whatyour insurance covers Check your proposal confirmation and yourschedule, which sets out the information youhave given us, carefully If you think there is a mistake, or if you need tomake changes, you should tell us immediately If you don’t give us correct information, or ifyou don’t tell us about any changes: your policy may be invalidated we may reject your claim we may not pay your claim in full.The law that appliesYou and we may choose which law will apply tothis policy. Unless both parties agree otherwise,English law will apply.We have supplied this policy and otherinformation to you in English and we willcontinue to communicate with you in English.Page 590957251.indd 5Generated at: Thu Apr 29 10:58:58 202129/04/2021 15:20
Policy conditions continuedHow to claimBuildings, contents or personal possessions0345 246 8412If you need to claim: call the home insurance claims number assoon as possible don’t make any arrangements for replacementor repair before you call when you call we’ll ask for: your policy number information about the extent of the loss ordamage your crime or loss reference number(if relevant).Family Legal Protection claims andlegal advice line0345 601 2945We’re open 24 hours, 365 days a year.Home emergencies – Section 50345 878 5081We’re open 24 hours, 365 days a year.Page 690957251.indd 6Generated at: Thu Apr 29 10:58:58 202129/04/2021 15:20
Policy conditionsThis policy doesn’t cover Just like most insurers we don’t cover: Wear and tear Maintenance and routine decoration Loss or damage as a result of the lack ofmaintenance and/or routine decoration Reduction in value Damage caused by rot, fungus, woodworm,beetles, moths, insects or vermin The cost of repairing or replacing any itemfollowing a mechanical or electrical faultor breakdown, or where it has failed orstopped working despite there being noapparent damage (note this does not applyto Section 5 Home Emergency) Damage caused by cleaning, dyeing,renovating, altering, re-styling, repairing orrestoring an item Tearing, scratching, chewing, vomiting,fouling, urinating or denting by anydomestic animal Any damage caused gradually Faulty workmanship, faulty design or the useof faulty materials Items held or used for business purposesexcept those listed as business equipmentin the definitions Any drop in the market value of your homecaused by rebuilding or repairing damage toyour buildings Any loss, damage or legal liability caused,or allowed to be caused, by the deliberate,wilful or malicious act of you or any payingguest or tenant Any loss, damage or legal liability resultingfrom the illegal acts of you or any payingguest or tenant.Page 790957251.indd 7Generated at: Thu Apr 29 10:58:58 202129/04/2021 15:20
Section 1 Buildings! Defined words appear in bold – see page 35 for definitions. Your schedule will show if you have this cover.A Core coverYour buildings are covered for lossor damage caused by Theft or attempted theft We don’t cover: damage to fences, gates or hedges damage from frost. We don’t cover: damage caused by paying guests or tenants loss or damage when it has been more than60 days since you last slept at your homeon a regular basis (which doesn’t includeoccasional visits or stays). Water or oil escaping from fixed water orheating systems Fire, explosion, lightning, earthquake andsmokeWe also cover water or oil escaping from: underground drains and pipes domestic appliances storage tanks. We don’t cover loss or damage caused by: heat distortion unless accompanied by flames tobacco burns, unless accompanied byflames. Storm or flood We don’t cover: subsidence, heave or landslip damage causedby escaping water or oil under this section.However, you may have cover under thesection ‘Subsidence or heave of the site onwhich your home stands, or landslip’ below tanks, pipes, appliances or heating systemsthemselves costs to remove and replace any part of thebuildings to find and repair the source ofany water or oil leaks. However, you mayhave cover under the Trace and Accesssection below damage caused by the failure, wear and tearor lack of grouting or sealant loss or damage caused by water overflowingfrom sinks, wash basins, bidets, showersand baths as a result of taps being left on inyour home loss or damage when it has been more than60 days since you last slept at your homeon a regular basis (which doesn’t includeoccasional visits or stays). Trace and AccessWe will also pay up to 10,000 to remove andreplace any part of the buildings to: find the source of any water or oil escapingfrom tanks, pipes, appliances or fixedheating systems that is causing damage tothe buildings. Being hit by vehicles, aircraft, flyingobjects and animalsWe also cover damage from anything thatdrops from an aircraft or flying object. Subsidence or heave of the site on whichyour home stands, or landslipThis includes cover for: solid floor slabs, but only if your home’sfoundations are damaged at the same timeand by the same cause outdoor swimming pools, tennis courts,patios, terraces, service tanks, drains, septictanks, pipes and cables, central heatingfuel storage tanks, drives, footpaths, gardenwalls, hedges, gates or fences – but only ifyour home is damaged at the same timeand by the same cause. We don’t cover damage from: normal bedding down of new structures orshrinkage settling of newly made up ground coastal or river erosion demolition or structural repairs or alterationsto your buildings. We don’t cover: tanks, pipes, appliances or heating systemsthemselves.Page 890957251.indd 8Generated at: Thu Apr 29 10:58:58 202129/04/2021 15:20
Section 1 Buildingser.B Additional cover Vandalism or malicious acts We don’t cover: damage caused by paying guests or tenants loss or damage when it has been more than60 days since you last slept at your homeon a regular basis (which doesn’t includeoccasional visits or stays). Falling trees or branches We don’t cover damage to fences, gates or hedges. Falling TV aerials, radio aerials, satellitedishes and their fittingsPlease note: if you have our Buildings cover, yourbuildings are covered for loss or damagecaused by falling TV aerials, radio aerials,satellite dishes and their fittings. But ourBuildings cover does not cover damage toTV aerials, radio aerials, satellite dishes andtheir fittings themselves if you have our Contents cover, this coversdamage to your TV aerials, radio aerials,satellite dishes and their fittings themselves(see Section 2). Frost damage to water pipes and tanks We don’t cover: water pipes or tanks that are outside water pipes or tanks in outbuildings loss or damage when it has been more than60 days since you last slept at your homeon a regular basis (which doesn’t includeoccasional visits or stays). Riot, civil unrest, labour disputes orpolitical disturbance Weight of snowThis includes cover for garages andoutbuildings, but only if they: are built of brick, stone or concrete, and have a tile or slate roof.You’re covered for Service pipes and cablesWe will pay for accidental damage tounderground drains, pipes, cables and tankswhich you are legally responsible for andwhich provide services to or from your home. We won’t pay for loss or damage when it hasbeen more than 60 days since you last slept atyour home on a regular basis (which doesn’tinclude occasional visits or stays). Loss of keysWe will pay to replace and fit locks: on the outside doors of your home; or to any safe or alarm system in your homeif the keys have been lost or stolen. Emergency entry to buildings and gardensWe will pay for loss of or damage to yourbuildings or garden landscaping causedby the fire brigade, police or ambulanceservice making a forced entry because of anemergency involving you. Alternative accommodation, kennel feesand lost rentWe will pay up to 50,000, in total, foralternative accommodation for you and kennelfees for your pets, and lost rent, if: your home is uninhabitable while it is beingrepaired, due to a valid claim you havemade under Section 1 your home is occupied by squatters.Alternative accommodation where appropriatewill be reflective of the individuals’ needs. Eachclaim will be reviewed taking into accountthe duration, location and occupancy andwill continue for the shortest amount of timenecessary to restore your home to a habitablecondition. We don’t cover damage to fences, gates or hedges.Page 990957251.indd 9Generated at: Thu Apr 29 10:58:58 202129/04/2021 15:20
Section 1 Buildings continuedB Additional cover continued We won’t pay for: any subscription based services to youralternative accommodation any costs associated with keeping livestockand/or horses.Please note we may not pay for costs youincur without our prior agreement. Clearance costsWe will pay the costs of clearing the site andmaking it safe if we need to before repairing orrebuilding the buildings after damage coveredunder Section 1. Professional feesWe will pay fees for chartered architects,surveyors, suitably qualified consultants andlegal fees necessary for us to rebuildyour home. We won’t pay any fees for preparingyour claim. Government or local authority regulationsand requirementsC Accidental damageYou’re covered for Accidental damage to the buildings.Accidental damage is sudden andunintentional physical damage that happensunexpectedly.You’re not covered for We won’t pay for: damage caused by any paying guest ortenant loss or damage when it has been more than60 days since you last slept at your homeon a regular basis (which doesn’t includeoccasional visits or stays). damage by a cause listed in or specificallyexcluded by Section 1A, other than: tobacco burns loss or damage caused by wateroverflowing from sinks, wash basins,bidets, showers and baths as a result oftaps being left on in your home.We will pay the additional costs of rebuildingor repairing the damaged part of the buildingsonly if this is necessary to comply with anygovernment or local authority regulations andrequirements after damage covered underSection 1. We won’t pay if you were told about therequirement before the damage happened. The time between exchange andcompletion when selling your homeWe will cover the buyer of your home underSection 1 until the sale completes, as longas the property isn’t insured under anyother policy.Page 1090957251.indd 10Generated at: Thu Apr 29 10:58:58 202129/04/2021 15:20
Section 1 BuildingsD Property owner’s liabilityYou’re covered forYou’re not covered for Property owner’s liability Damages resulting from claims made againstyou for: death or illness of or bodily injury to you oryour domestic staff damage to property belonging to or inthe custody or control of you or yourdomestic staff death, illness, injury, loss or damage causedby any business any liability created by an agreement, unlessyou would have had that liability anyway any incident that happens outside theperiod of insurance.We will pay up to 5,000,000 to cover yourlegal liability for damages you have to pay ifsomeone makes a claim against you for: accidental death or illness of, or bodily injuryto, any person accidental loss of or damage to property.This will also include costs, expenses and legalfees for defending you, if we have agreed thisin writing beforehand.We will pay ifThe death, illness, bodily injury, loss or damagemust be caused solely by you, either: as owner of your current home, or by defective work carried out by you or onyour behalf to any private residence withinthe United Kingdom that you used to own.Any liability that arises solely from youoccupying your home, but not as owner ofthe property, is not covered under this section.However if you have our Contents cover, thiscovers liabilities arising from you occupyingyour home.Previous homesIf the claim is for a home you used to own andlive in: you must not be covered by any otherinsurance, and you must no longer have any interest inthat property.Page 1190957251.indd 11Generated at: Thu Apr 29 10:58:58 202129/04/2021 15:20
Section 1 Buildings continuedE If you claimHow we settle claimsIf the buildings are damaged by any of thecauses listed in [Section 1], we will either: repair or rebuild the damaged part usingour suppliers pay to repair or rebuild the damaged partusing your suppliers make a cash paymentIf we can repair or rebuild the damaged part, butwe agree to use your suppliers or make a cashpayment, we will only pay you what it wouldhave cost us using our suppliers and thereforethe amount you receive may be lower than thecost charged by your suppliers.If we cannot repair or rebuild the damaged part,we will pay the full cost of rebuild or repair.If the damage to the buildings isn’t repaired orrebuilt, we may pay the difference between themarket value of your property immediately beforethe damage and its value after the damage.We may take off an amount for wear and tear ifthe buildings were not in a good state of repair atthe time of the damage.How much we will payThe most we will pay for any claim will be: the total sum insured shown on your scheduleor the full rebuild cost of your buildings,whichever is less, plus any amounts due under the following parts ofSection 1B: Alternative accommodation, kennel feesand lost rent Clearance costs Professional fees Government or local authority regulationsand requirements.Your excessYou will have to pay any excesses shown in yourschedule. This includes the specific excesses for: subsidence, heave or landslip escape of water.We will only take off one excess for each claim,unless there is an endorsement shown in yourpolicy schedule to say otherwise.If we have asked a supplier to deal with all or partof your claim, we may ask them to collect theexcess from you.Our guaranteeWe guarantee any work carried out by oursuppliers for 12 months. We don’t provide anyguarantee for work carried out by a supplierchosen and instructed by you.Reducing your sum insuredWe will not reduce the sum insured after payinga claim.What we don’t pay for We won’t pay: to alter or restore any undamaged part ofthe buildings to replace or alter any undamaged itemssolely because they are part of a set, suite,group or collection, unless they are partof a bathroom suite or fitted kitchen andthe damaged parts can’t be repairedor replaced.If the sum insured isn’t enough to cover the costto rebuild your buildings, we will reduce anypayment in line with the premium shortfall.For example, if your premium was 75% of what itwould have been if the sum insured was enoughto rebuild your buildings, we will pay no morethan 75% of your claim.Page 1290957251.indd 12Generated at: Thu Apr 29 10:58:58 202129/04/2021 15:20
Section 2 ContentsSection 2 Contents! Defined words appear in bold – see page 35 for definitions. Your schedule will show if you have this cover.A Core coverThe contents in your home arecovered for damage caused by Storm or flood Water or oil escaping from fixed water orheating systemsWe also cover water or oil escaping from: underground drains and pipes domestic appliances storage tanks. We don’t cover: subsidence, heave or landslip damage causedby escaping water or oil under this section.However, you may have cover under thesection ‘Subsidence or heave of the site onwhich your home stands, or landslip’ below tanks, pipes, appliances or heating systemsthemselves damage caused by the failure, wear and tearor lack of grouting or sealant loss or damage caused by water overflowingfrom sinks, wash basins, bidets, showersand baths as a result of taps being left on inyour home loss or damage when it has been more than60 days since you last slept at your homeon a regular basis (which doesn’t includeoccasional visits or stays). Theft or attempted theft from your home We don’t cover: loss by deception, unless the only deceptionused is to get into your home loss of money unless force and violence isused to get into or ou
Family Legal Protection claims and legal advice line 0345 601 2945 We re open 24 hours, 365 days a year. Home emergencies Section 5 0345 878 5081 We re open 24 hours, 365 days a year. Buildings, contents or personal possessions 0345 246 8412 If you need to claim: call the
