Domestic Emergency Assistance Key Facts Policy Summary

The information given in this Policy Summary is only a summary of the cover provided. For full conditions, please see your Policy Document.

This policy is underwritten by Inter Partner Assistance S.A., The Quadrangle, 106-118 Station Road Redhill, Surrey RH1 1PR. Registered No: FC008998.

This policy provides you with access to a 24 hour emergency helpline for the following insured products:
Domestic Emergency Assistance
Significant Features and Benefits
Significant and unusual exclusions or limitations
Relevant section in
the policy document
Domestic Emergency

Advise you how to protect yourself and the property immediately.
Organise and pay up to £300 including VAT, call out, labour, parts and materials to carry out the emergency repairs or, if at a similar expense, a permanent repair.		 This policy does not cover:

  		•  Claims which are not notified via the 24 helpline in the first instance
     
  		• Conditions which you were aware of prior to entering into this contract
     
  		• Day to day maintenance at the property or replacement of items which wear out over a period of time.
     
  		• Replacement of cylinders, tanks, radiators and sanitary ware.
     
  		• Burst or leaking flexible hoses or leaking washing appliances which are fitted with a stop tap.
     
  •      		 Boilers over 15 years old or boilers or heating systems that have not been professionally inspected or serviced within the preceding 12 months.
     
  		• Failure of boilers between May to August inclusive
     
  		• External water supply pipes.
     
  		• Damage to boundary walls, hedges, fences or gates.






    The complete list of exclusions and conditions are available in Sections 1 to 19 of the policy certificate.
    Accommodation

    In the event that the property is uninhabitable and remains so overnight we shall, at your request, arrange and pay up to £100, including VAT, in total for your overnight accommodation and/or transport to such accommodation.

    Cancellation Right
    If you wish to cancel this cover, you have, by law, 14 days from the time you receive the policy documentation to cancel the contract by contacting Composite Legal Expenses, Suffolk House. Trade Street. Cardiff. CF10 5DT Tel: 0871 423 7406.

    Making a Claim
    To obtain emergency assistance in the UK, contact the 24-Hour emergency helpline on :
    0870 850 8834

    You should have the following information available:
     
  		• Your name and home post code
     
  		• Your policy number
     
  •      		 An indication of the nature of the problem

    Making Yourself Heard / Complaints Procedure
    If you have a complaint please write to the Customer Relations Department, Home Hotline Ltd, Home Hotline Ltd, Fulwood Park, Caxton Road, Fulwood, Preston PR2 9NZ or telephone 01772 758489.

    If your complaint relates to the service you experienced as a result of a claim, and you feel that the matter has not been resolved satisfactorily, you should write to the Managing Director of Home Hotline at the above address.

    In the unlikely event that you are not satisfied with the response from Home Hotline, you have the right to make an appeal to the Financial Ombudsman Service, South Quay Plaza, 183 Marsh Wall, Docklands, London E14 9SR or telephone 0845 080 1800.

    If it is impossible to reach an agreement you have the right to make an appeal to the Financial Ombudsman Service, South Quay Plaza, 183 Marsh Wall, Docklands, London E14 9SR or telephone 0845 080 1800. The existence of these procedures does not affect your right to take legal proceedings.

    Financial Services Compensation Scheme (FSCS)
    Inter Partner Assistance is a member of the Financial Services Compensation Scheme (FSCS). The FSCS is a safety net for customers of financial services firms should the firm not be able to meet its liabilities. Further information can be obtained from either Home Hotline Ltd or on www.fscs.org.uk .