Policy Wordings
Policy Wordings
Key Cover
This insurance policy has been arranged on your behalf by Motorplus Limited t/a Coplus and is underwritten by
UK General Insurance Limited on behalf of Great Lakes Insurance SE. This cover is provided to you in return for
payment of the premium.
Premier KeyBack Policy
Policy Wording
Who does it cover?
The policyholder and any immediate member of their family, including named drivers for motor key
cover;
When the policyholder is a company this includes current employees authorised to use the relevant
vehicle or property.
What criteria apply?
Territorial limits are the Great Britain, Northern Ireland, Channel Islands or the Isle of Man;
Stolen keys must be reported to the police and a valid crime reference obtained.
All claims must be reported within 30 days of occurrence.
Important information
This policy has been offered based on information provided by you. If any of this information is incorrect, or changes
during the term of your policy, please let your insurance broker know at your earliest convenience to ensure that
your cover remains fully effective and in force.
You are required by the provisions of the Consumer Insurance (Disclosure and Representations) Act 2012 to
take care to:
a) supply accurate and complete answers to all the questions we or the administrator may ask as
part of your application for cover under the policy;
b) to make sure that all information supplied as part of your application for cover is true and
correct; and
c) tell us of any changes to the answers you have given as soon as possible.
You must take reasonable care to provide complete and accurate answers to the questions we ask when you
take out, make changes to and renew your policy. If any information you provide is not complete and accurate,
this may mean your policy is invalid and that it does not operate in the event of a claim or we may not pay any
claim in full.
This policy must be read together with your current schedule, insurance product information document and any
endorsements or certificates. These items together form your contract of insurance.
How to make a claim
In the event of a claim, please contact us as soon as you can giving us as much information as you can about
what has happened to bring about the claim.
Telephone: 0333 241 9574
Email: keyclaims@coplus.co.uk
Or you can write to us at:
Coplus
Floor 2
Norfolk Tower
48-52 Surrey Street
Norwich
NR1 3PA
Claims must be reported to us within 30 days of occurrence and if an insured key has been stolen it must be
reported to the police immediately and a crime reference number obtained.
Our claims line is open 24 hours a day, 365 days a year to assist you.
In order for us to help you more efficiently, please quote “KeyBack” in all communications.
How to make a complaint
We hope that you are completely happy with this policy and the service that you receive, however if you do have
any reason to make a complaint, please contact us.
If your complaint relates to the sale of this policy, please contact your insurance broker.
If your complaint relates to a claim, please contact us at:
Quality Assurance Manager
Coplus
Floor 2
Norfolk Tower
48-52 Surrey Street
Norwich
NR1 3PA
Telephone: 0333 241 9574
It will assist us in handling your complaint quickly if you can please have your claim reference available when
you contact us.
If for any reason it is not possible for us to reach an agreement, you have the right to make an appeal to the
Financial Ombudsman Service. This applies if you are an individual, or in a business capacity if your annual
turnover is up to EUR 2,000,000 and you have fewer than 10 members of staff. You can contact the Financial
Ombudsman Service at:
The Financial Ombudsman Service
Exchange Tower
London
E14 9SR
Telephone: 0800 023 4567
Email: complaint.info@financial-ombudsman.org.uk
Website: www.financial-ombudsman.org.uk
Our regulator and insurer
This insurance is arranged by Motorplus Limited t/a Coplus and underwritten by UK General Insurance Limited on
behalf of Great Lakes Insurance SE. Great Lakes Insurance SE is a German insurance company with its
headquarters at Königinstrasse 107, 80802 Munich. UK Branch office: Plantation Place, 30 Fenchurch Street,
London, EC3M 3AJ.
Motorplus Limited t/a Coplus and UK General Insurance Limited are authorised and regulated by the Financial
Conduct Authority.
Great Lakes Insurance SE, UK Branch, is authorised by Bundesanstalt für Finanzdienstleistungsaufsicht and
subject to limited regulation by the Financial Conduct Authority and Prudential Regulation Authority. Details about
the extent of their regulation by the Financial Conduct Authority and Prudential Regulation Authority are available
from https://register.fca.org.uk/ShPo_FirmDetailsPage?id=001b000003ejWCjAAM
Privacy Statement
For full details of how we protect your privacy and process your data please read the Privacy Statement that
accompanies this policy. The Privacy Statement can also be viewed online by visiting
https://www.coplus.co.uk/data-privacy-notice
Telephone calls
Please note that for our mutual protection telephone calls may be monitored and/or recorded.
Fraud prevention, detection and claims history
In order to prevent and detect fraud we may at any time:
share information about you with other organisations and public bodies including the police;
check and/or file your details with fraud prevention agencies and databases, and if you give us false or
inaccurate information and we suspect fraud, we will record this.
We and other organisations may also search these agencies and databases to:
help make decisions about the provision and administration of insurance, credit and related services for
you and members of your household;
trace debtors or beneficiaries, recover debt, prevent fraud and to manage your accounts or insurance
policies;
check your identity to prevent money laundering, unless you provide us with other satisfactory proof of
identity;
undertake credit searches and additional fraud searches.
Renewal procedure
The term of your Premier KeyBack policy is one year. The period of insurance will end exactly one year after
inception unless you renew your policy. If you wish to renew this insurance please contact your insurance
broker who will be able to discuss your requirements.
Choice of law and jurisdiction
Unless otherwise agreed in writing, the law of England and Wales will apply to the contract or if at the date of
contract you are a resident of Scotland, Northern Ireland, Channel Islands or the Isle of Man, in which case the
law for that country will apply.
Unless otherwise agreed in writing, the courts of England and Wales, or the country in which your main
residence is situated will have jurisdiction for hearing and determining any litigation arising out of or in connection
with any disputes regarding the interpretation of this policy.
Contracts (Rights of Third Parties) Act 1999
The terms of this policy are only enforceable by the named insured. A person who is not a named insured has
no rights under the Contracts (Rights of Third Parties) Act 1999 to enforce any term of this policy but this does
not affect any right or remedy of a third party, which exists or is available apart from that Act.
Your Agreement with Others
This contract of insurance is personal to you the policyholder, and the insurer.
We will not be bound by any agreement between you and your appointed representative, or you and any other
person or organisation.
You may not assign any of the rights under this policy without the insurer’s express prior written consent.
Financial Services Compensation Scheme
Great Lakes Insurance SE is covered by the Financial Services Compensation Scheme. You may be entitled to
compensation from the scheme in the event that Great Lakes Insurance SE cannot meet its obligations. This
depends on the type of insurance and the circumstances of the claim. Most insurance contracts are covered for
90% of the claim with no upper limit. You can obtain further information about compensation scheme
arrangements from the FSCS by visiting www.fscs.org.uk.
Use of language
For the purposes of this insurance contract the language used will be English.
Other formats
If you require this document in any other format please do not hesitate to contact us.
Premier KeyBack Policy
Coplus is a trading name of Motorplus Limited. Registered in England and Wales with Company No. 03092837.
Head Office: Floor 2, Norfolk Tower, 48-52 Surrey Street, Norwich NR1 3PA.
Registered Office: Speed Medical House, Eaton Avenue, Buckshaw Village, Chorley, Lancashire PR7 7NA.
Motorplus Limited is authorised and regulated by the Financial Conduct Authority (309657).
Definitions
The words and phrases listed below will have the same meanings wherever they appear in this policy. These
words and phrases can be identified in bold throughout the policy.
Home A building owned or rented by you and occupied by you as your main residence
which is used solely for domestic residential purposes and is situated within the
territorial limits.
Insured Key/Keys Any vehicle, home or office keys (including security safe keys and any immobiliser,
infrared handset and/or alarm which is integral to any insured key if it cannot be
repaired or reprogrammed).
Insurer UK General Insurance Limited, on behalf of Great Lakes Insurance SE. In the event of
a claim, UK General Insurance Limited act for Great Lakes Insurance SE as their
agent.
Period of insurance 12 months from the date of inception of this policy.
Security Risk The risk arising from the accidental loss or theft of an insured key whilst in your
personal custody which means it may be possible for someone who found the key to
trace it to your vehicle or property. The decision as to whether or not your lost
insured keys presents a security risk will be made by us.
Territorial limits Great Britain, Northern Ireland, Channel Islands and the Isle of Man.
Terrorism Any direct or indirect consequence of terrorism as defined by the Terrorism Act 2000
and any amending or substituting legislation.
Vehicle Any motor vehicle owned by you or for which you are responsible, associated with
your insured keys.
We/our/us Motorplus Limited t/a Coplus.
You/Your/Insured The policyholder and any immediate member of the policyholder’s family, including
named drivers of the vehicle. Where the policyholder is a company this includes
employees of the company, employed by the company during the period of insurance
who are authorised to use the relevant vehicle or property.
Cover
1. When your insured keys are lost, stolen or damaged by accidental means within the territorial limits,
the insurer will pay up to £1,500 in any one period of insurance in respect of:
i) locksmiths charges;
ii) new locks (if a security risk has arisen); and
iii) replacement insured keys
2. Vehicle hire for a period of up to 3 days if your vehicle is unusable as a result of the insured keys
being lost, stolen or damaged by accidental means. The insurer will pay up to a maximum of £40 per
day for a hire vehicle such as a Ford Focus 1.6 or a Peugeot 307 1.6 (ABI class S4).
3. The cost of reasonably incurred onward transportation if you are stranded due to the insured keys
being lost, stolen or damaged by accidental means, up to a maximum of £100 per day up to a maximum
of 3 days.
4. If your insured keys are locked in your property or vehicle you must report this to us and we will
arrange for a suitable contractor to attend. Upon validation of your claim, the insurer will reimburse you
for costs incurred in obtaining a replacement key, or repairing or replacing any damaged lock, up to the
policy limit of £50.
5. Insured keys that are unusable due to being damaged or broken in the lock up to the policy limit of £50.
Safeguarding your keys
There are a number of ways in which you can take precautions to better protect your keys as follows:
a) Never attach anything to your keys that contains your name, address or any details of where your
car may frequently be parked and never leave keys unattended.
b) Never hide keys under door mats, bins or on top of window frames as an opportunistic thief may be
watching, or may guess where keys may be hidden.
c) Never leave doors or windows open, even by a small amount.
d) Never leave your keys in your vehicle, even for a moment, especially when you are visiting petrol
stations, or whilst loading or unloading your vehicle. Always lock your car when leaving it.
e) Do not keep duplicate keys on the same key ring as your main keys.
f) Burglars are increasing turning to key crime as sophisticated security measures are now fitted as
standard to new cars, and have been known to break into homes and offices just to steal car keys.
Never leave car keys close to the front door where they can be seen.
General Conditions
The following conditions apply to all sections of this policy. You must comply with them where applicable in order
for your insurance to remain in full force and effect.
1. Claims
You must notify us within 30 days of any event which gives or may give rise to a claim, complete any
forms requested by us or your insurance broker and promptly supply all information including any
receipts and invoices for payment as required.
If an insured key has been stolen it must be reported to the police immediately and a crime reference
number obtained.
If you do not own your property and your claim is in relation to the keys to your home, we may require
permission from the owner, landlord or managing agent of the property to replace lost or stolen keys.
2. Cancellation
If you decide that for any reason, this policy does not meet your insurance needs then please
return it to your insurance broker within 14 days from the day of purchase or the day on which
you receive your policy documentation, whichever is the later. On the condition that no claims
have been made or are pending, we will then refund your premium in full.
You may cancel the insurance cover after 14 days by informing your insurance broker, however
no refund of premium will be payable.
The insurer shall not be bound to accept renewal of any insurance and may at any time cancel
any insurance document by giving 30 days’ notice in writing where there is a valid reason for
doing so. A cancellation letter will be sent to you at your last known address. Valid reasons may
include but are not limited to:
a) Where the insurer reasonably suspects fraud
b) Non-payment of premium
c) Threatening and abusive behaviour
d) Non-compliance with policy terms and conditions
e) You have not taken reasonable care to provide accurate and complete answers to the
questions we or your insurance broker ask.
If the insurer cancels the policy and/or any additional covers you will receive a refund of any premiums
you have paid for the cancelled cover, less a proportionate deduction for the time the insurer has
provided cover.
Where the insurer’s investigations provide evidence of fraud or misrepresentation, the insurer may
cancel the policy immediately and backdate the cancellation to the date of the fraud or the date when
you provided us with incomplete or inaccurate information. This may result in your policy being
cancelled from the date you originally took it out and the insurer will be entitled to keep the premium.
If your policy is cancelled because of fraud or misrepresentation, this may affect your eligibility for
insurance with the insurer, as well as other insurers, in the future.
3. Arbitration Clause
If there is a dispute between you and us, or you and the insurer, which arises from this insurance, you
can make a complaint to us in accordance with the complaints process which can be found on page 2. If
we, or the insurer, are not able to resolve the matter satisfactorily and the matter can be dealt with by the
Financial Ombudsman Service, you can ask them to arbitrate in the matter.
If the matter cannot be dealt with by the Financial Ombudsman Service, it can be referred to arbitration
by a single arbitrator who will be agreed by both you and us. The arbitration shall be in accordance with
the Arbitration Act 1996 and any amending or substituting legislation and will be binding on both parties.
The costs of the arbitration shall be at the discretion of the arbitrator.
4. Fraudulent Claims
You must not act in a fraudulent way. If you or anyone acting for you:
fails to reveal or hides a fact likely to influence whether we accept your proposal, your
renewal, or any adjustment to your policy;
fails to reveal or hides a fact likely to influence the cover we provide;
makes a statement to us or anyone acting on our behalf, knowing the statement to be false;
sends us or anyone acting on our behalf a document, knowing the document to be forged or
false;
makes a claim under the policy, knowing the claim to be false or fraudulent in any way; or
makes a claim for any loss or damage you caused deliberately or with your knowledge.
If your claim is in any way dishonest or exaggerated then we will not pay any benefit under this policy or
return any premium to you and we may cancel your policy immediately and backdate the cancellation
to the date of the fraudulent claim. We may also take legal action against you and inform the
appropriate authorities.
5. Severability Clause
If any term of this contract of insurance is to any extent invalid, illegal or incapable of being enforced,
such term will be excluded to the extent of such invalidity, illegality or unenforceability; all other terms will
remain in full force and effect.
6. Acts of Parliament
All references to Acts of Parliament in this policy shall include the equivalent laws in Scotland, Northern
Ireland, the Isle of Man and the Channel Islands and shall include any subsequent amendments, reenactments or regulations.
General Exclusions
The following exclusions apply to this insurance contract:
1. We will pay no more than £1,500 in total in any one period of insurance for any and all claims.
2. Any insured keys that have been lost or stolen for a period of less than 3 days (unless we are satisfied
that a delay would cause undue hardship or significant expense).
The decision as to what constitutes undue hardship or significant expense will be made by us and may
depend upon whether you can access your home or vehicle during the 3 day wait period or there is a
security risk following the loss or theft of the insured keys;
3. Insured keys that are lost, stolen or damaged by accidental means by someone other than you.
4 Any insured keys that are lost, damaged by accidental means or stolen and not reported to us within
30 days of occurrence.
5. We will not replace locks or insured keys to a higher specification to those that are lost, damaged or
stolen.
6. Locks which were previously damaged prior to the loss or theft of your insured keys.
7. Costs incurred where we arrange for the attendance of a locksmith or other tradesmen, agent or
representative at a particular location and you fail to attend.
8. Costs incurred where you make alternative arrangements with a third party, after we have
already instructed a locksmith or other tradesman to attend a particular location.
9. Claims arising as a result of your failure to take reasonable steps to safeguard insured key(s).
10. Any claims made without valid receipts or tickets and prior authorisation by us.
11. Any claims made within 48 hours of the inception of this policy unless comparable insurance was
previously in place and cover continues on an uninterrupted basis.
12. Any claim over £50 for any one incident when insured keys are locked inside a property or vehicle or
broken in the lock or ignition.
13. Any direct or indirect consequence of:
Irradiation, or contamination by nuclear material; or
The radioactive, toxic, explosive or other hazardous or contaminating properties of any
radioactive matter; or
Any device or weapon which employs atomic or nuclear fission or fusion or other comparable
reaction or radioactive force or matter.
14. Loss or damage caused by war, invasion, foreign enemy hostilities (whether war is declared or
not), civil war, terrorism, rebellion, revolution, military force or coup, or confiscation, nationalisation,
requisition, destruction of or damage to property by or under the order of any government, local or public
authority.
15. Any claims arising from any deliberate or criminal act or omission by you.
16. Loss or theft of, or damage to insured keys occurring outside the period of insurance.
17. If your insured key ceases to function correctly a diagnostic check may be requested at your own
expense. This is to confirm if the fault is with the insured key or the vehicle. Only faults identified as
relating to the insured key are covered under this policy.
18. Any associated costs (other than the cost of replacing the Insured key(s)) if there are duplicate keys
available to you immediately or within a reasonable period of time, unless we are satisfied that
accessing your duplicate keys would cause undue hardship or significant expense. The decision as to
what constitutes undue hardship or significant expense will be made by us and may depend upon how
easily you can access your duplicate keys.
19. Keys which are given to you for safekeeping by a relative, friend, neighbour or employer.
20. Any loss of earnings or profits which you suffer as a result of the loss or theft of, or damage to an
insured key.
21. Stolen insured keys which have not been reported to the police and a valid crime reference provided to
us.
22. Wear, tear or general maintenance of insured keys or locks.
23. Any consequence, howsoever caused, including but not limited to Computer Virus in Electronic Data
being lost, destroyed, distorted, altered, or otherwise corrupted.
For the purposes of this policy, Electronic Data shall mean facts, concepts and information stored to
form useable for communications, interpretations, or processing by electronic or electromechanical data
processing or other electronically controlled hardware, software and other coded instructions for the
processing and manipulation of data, or the direction and manipulation of such hardware.
For the purposes of this policy, Computer Virus shall mean a set of corrupting, harmful, or otherwise
unauthorised instructions or code, whether these have been introduced maliciously or otherwise, and
multiply themselves through a computer system or network of whatsoever nature.
Home Emergency
This insurance policy has been arranged on your behalf by Motorplus Limited t/a Coplus and is underwritten by UK
General Insurance Limited on behalf of Great Lakes Insurance SE. This cover is provided to you in return for payment of
the premium.
Home Emergency Full Package Policy
Who does it cover?
The policyholder named on the policy schedule.
What criteria apply?
The property must be the policyholder’s permanent place of residence, as shown on the policy schedule, and must be
occupied by the policyholder and their family as a private residence with no business or commercial use.
Important information
This policy has been offered based on information provided by you. If any of this information is incorrect, or changes
during the term of your policy, please let us know at your earliest convenience to ensure that your cover remains fully
effective and in force.
You are required by the provisions of the Consumer Insurance (Disclosure and Representations) Act 2012 to take care
to:
a) supply accurate and complete answers to all the questions we or the administrator may ask as part of
your application for cover under the policy
b) to make sure that all information supplied as part of your application for cover is true and correct
c) tell us of any changes to the answers you have given as soon as possible.
You must take reasonable care to provide complete and accurate answers to the questions we ask when you take out,
make changes to and renew your policy. If any information you provide is not complete and accurate, this may mean
your policy is invalid and that it does not operate in the event of a claim or we may not pay any claim in full.
This policy must be read together with your current schedule, Insurance Product Information Document and any
endorsements or certificates. These items together form your contract of insurance.
How to make a claim
Before requesting emergency assistance you should check that the circumstances are covered by your policy.
Remember this is not a maintenance policy and does not cover routine maintenance in your home.
To report a claim, please contact
NPA 24:7
Suite 601, Trigate
210-222 Hagley Road West
Oldbury
B68 0NP
Tel: 0333 241 3365
Home Emergency Full Package Policy
Coplus is a trading name of Motorplus Limited. Registered in England and Wales with Company No. 03092837.
Head Office: Floor 2, Norfolk Tower, 48-52 Surrey Street, Norwich NR1 3PA.
Registered Office: Speed Medical House, Eaton Avenue, Buckshaw Village, Chorley, Lancashire PR7 7NA.
Motorplus Limited is authorised and regulated by the Financial Conduct Authority (309657)
Major emergencies which could result in serious injury to the public or damage to property should be immediately
advised to the utility supply company and/or the emergency services if necessary. The policy does not provide cover for
any repairs, damage or other loss resulting from gas leaks which occur outside the boundary of the home.
How to make a complaint
We hope that you are completely happy with this policy and the service that you receive, however if you do have any
reason to make a complaint, please follow the procedure below.
If your complaint relates to the sale of this policy, please contact your insurance broker.
If your complaint relates to a claim, please contact us at:
NPA 24:7
Suite 601, Trigate
210-222 Hagley Road West
Oldbury
B68 0NP
Tel: 0121 695 1094 or email: copluscomplaints@npa247.com
If your complaint about your claim cannot be resolved by the end of the third working day, your complaint will passed to:
Customer Relations Department
UK General Insurance Limited
Cast House
Old Mill Business Park
Gibraltar Island Road
Leeds
LS10 1RJ
Tel: 0345 218 2685 or Email: customerrelations@ukgeneral.co.uk
If for any reason it is not possible for us to reach an agreement, you have the right to make an appeal to the Financial
Ombudsman Service. This applies if you are an individual, or in a business capacity if your annual turnover is up to EUR
2,000,000 (or equivalent in sterling) and you have fewer than 10 members of staff. You can contact the Financial
Ombudsman Service at:
The Financial Ombudsman Service
Exchange Tower
London
E14 9SR
Telephone: 0800 023 4567 or Email: complaint.info@financial-ombudsman.org.uk
Website: www.financial-ombudsman.org.uk
Our regulator and insurer
This insurance is arranged by Motorplus Limited t/a Coplus and underwritten by UK General Insurance Limited on behalf
of Great Lakes Insurance SE. Great Lakes Insurance SE is a German insurance company with its headquarters at
Königinstrasse 107, 80802 Munich. UK Branch office: Plantation Place, 30 Fenchurch Street, London, EC3M 3AJ.
Motorplus Limited t/a Coplus and UK General Insurance Limited are authorised and regulated by the Financial Conduct
Authority.
Great Lakes Insurance SE, UK Branch, is authorised by Bundesanstalt für Finanzdienstleistungsaufsicht and subject to
limited regulation by the Financial Conduct Authority and Prudential Regulation Authority. Details about the extent of their
regulation by the Financial Conduct Authority and Prudential Regulation Authority are available from
https://register.fca.org.uk/ShPo_FirmDetailsPage?id=001b000003ejWCjAAM
Privacy Statement
For full details of how we protect your privacy and process your data please read the Privacy Statement that
accompanies this policy. The Privacy Statement can also be viewed online by visiting https://www.coplus.co.uk/dataprivacy-notice
Telephone calls
Please note that for our mutual protection telephone calls may be monitored and/or recorded.
Fraud prevention, detection and claims history
In order to prevent and detect fraud we may at any time:
share information about you with other organisations and public bodies including the police;
check and/or file your details with fraud prevention agencies and databases, and if you give us false or
inaccurate information and we suspect fraud, we will record this.
We and other organisations may also search these agencies and databases to:
help make decisions about the provision and administration of insurance, credit and related services for you
and members of your household;
trace debtors or beneficiaries, recover debt, prevent fraud and to manage your accounts or insurance policies;
check your identity to prevent money laundering, unless you provide us with other satisfactory proof of identity;
undertake credit searches and additional fraud searches.
Renewal procedure
The term of your policy is for one year. The period of insurance will end exactly one year after inception unless you
renew your policy. If you wish to renew this Home Emergency insurance policy please contact your insurance broker
who will be able to discuss your requirements.
Choice of law and jurisdiction
Unless otherwise agreed in writing, the law of England and Wales will apply to the contract or if at the date of contract
you are a resident of Scotland, Northern Ireland, Channel Islands or the Isle of Man, in which case the law for that
country will apply.
Unless otherwise agreed in writing, the courts of England and Wales, or the country in which your main residence is
situated will have jurisdiction for hearing and determining any litigation arising out of or in connection with any dispute
regarding the interpretation of this policy.
Contracts (Rights of Third Parties) Act 1999
The terms of this policy are only enforceable you. A person who is not named under the policy has no rights under the
Contracts (Rights of Third Parties) Act 1999 to enforce any term of this policy but this does not affect any right or remedy
of a third party, which exists or is available apart from that Act.
Your Agreement with Others
This contract of insurance is personal to you the policyholder, and the insurer.
We will not be bound by any agreement between you and your appointed representative, or you and any other person
or organisation.
You may not assign any of the rights under this policy without the insurer’s express prior written consent.
Financial Services Compensation Scheme
Great Lakes Insurance SE is covered by the Financial Services Compensation Scheme. You may be entitled to
compensation from the scheme in the event that Great Lakes Insurance SE cannot meet its obligations. This depends
on the type of insurance and the circumstances of the claim. Most insurance contracts are covered for 90% of the claim
with no upper limit. You can obtain further information about compensation scheme arrangements from the FSCS by
visiting www.fscs.org.uk.
Use of language
Unless agreed otherwise, for the purposes of this insurance contract the language used will be English.
Other formats
If you require this document in any other format please do not hesitate to contact us.
General definitions
The words and phrases listed below will have the same meanings wherever they appear in this policy. These words and
phrases can be identified in bold throughout the policy.
Administrator, We Motorplus Limited t/a Coplus for queries relating to the issue of your policy/policy
Us, Our: amendments.
Approved Engineer: A qualified person approved and instructed by the helpline to undertake emergency work.
Assistance: The reasonable efforts made by the approved engineer during a visit to the home to
complete a temporary repair to limit or prevent damage or if at similar expense the cost of
completing a permanent repair in respect of the cover provided.
Beyond Economic In the opinion of our approved engineer the cost of repair is more than the cost of
Repair: replacement. In the event your domestic boiler is declared beyond economic repair we will
make a contribution of £500 towards replacing it.
Call Out: A request for emergency assistance from you, even if the request is then cancelled by you.
Claims Administrator: Service Solutions Assist Ltd T/A Local Assist, Solutions House, Fairways Office Park
Fulwood, Preston, Lancashire, PR2 9WT. Tel: 0333 241 3365.
Claim Limit: £1000 per claim for all sections excluding alternative accommodation costs.
Commencement Date: The start of the policy as shown in the schedule.
Deferment Period: In respect of all sections of the policy no claim can be made for any incident that occurs within
28 days of the commencement date of this policy as shown in the schedule, the deferment
period does not require to be served for renewed policies.
Domestic Boiler: The central heating boiler contained within and supplying your home that is powered by
natural gas from the appliance isolating valve, including all manufacturers fitted components
within the boiler together with the pump, motorised valves, thermostat, time, temperature and
pressure controls. We will not cover any boiler that has an output in excess of 60kW/hr.
Domestic Central The domestic boiler and the central heating system within your home that is powered
Heating System: by natural gas from the appliance isolating valve, including all manufacturer’s fitted
components within the domestic boiler together with the pump, motorised valves, cylinder
thermostat, time temperature and pressure controls, radiator valves, pipe work, feed and
expansion tank and primary fluing. We will not cover any boiler that has an output in excess of
60kW/hr.
Emergency: A sudden and unexpected event which, if not dealt with quickly would in the reasonable
opinion of the helpline:
a) render the home unsafe or insecure; or
b) damage or cause further damage to the home; or
c) cause personal risk to you; or
d) cause a health and safety risk to others.
Helpline: The telephone number for you to report an emergency under this policy. The number is:
0333 241 3365.
Home: Your main permanent place of residence, as shown on the schedule. It must be owned and
occupied by you and your family as a private residence with no business use. Rented and let
properties, commercial and business premises, mobile homes and bed-sits are not eligible.
Insurer: UK General Insurance Limited, on behalf of Great Lakes Insurance SE. In the event of a
claim, UK General Insurance Limited act for Great Lakes Insurance SE as their agent.
Pest(s): Wasps, hornets, rats and mice.
Period of Insurance: The period of 12 calendar months beginning with the date of inception of this policy.
Schedule: The document supplied to you confirming the commencement date, your details, and the
home the subject of cover.
Territorial Limits: The United Kingdom Isle of Man and the Channel Islands.
Terrorism: Any direct or indirect consequence of terrorism as defined by the Terrorism Act 2000
and any amending or substituting legislation.
Unoccupied: Where no one has resided in the home for a period exceeding 30 consecutive days.
You/Your: The person who applied for this insurance and is named on the schedule as the policyholder.
Cover
Section 1 – External Water Supply Pipe
The insurer will provide cover in respect of an emergency involving any blockage, collapse or leakage of the water
supply pipe from and including the main stopcock for your home up to where it is connected to the public water main or
communication pipe provided that you are responsible for this. In the event that your home becomes uninhabitable for
more than 48 hours as a result of an emergency covered by this section relating to your external water supply pipe, the
insurer will pay up to £250 (including VAT) for the cost of suitable alternative accommodation.
Conditions applying to Section 1:
Where you share legal responsibility for the water supply pipe outside the boundary of your property with any third party,
the insurer will only pay your rateable proportion of any work undertaken under this section of cover.
When a shared responsibility applies, any third party or parties must agree to the work being completed by the insurer
engineers and must grant any access necessary to the water supply pipe.
Exclusions applying to Section 1:
a) Costs which exceed your rateable proportion of the cost of any work undertaken by the insurer under the
terms of this policy on a water supply pipe outside the boundary of your property where you share legal
responsibility for the water supply pipe with any third party;
b) Frozen pipes which have not caused any damage;
c) Any work required on a water supply pipe outside the boundary of your property where you share legal
responsibility for the water supply pipe with any third party who does not agree to the work being completed
by the insurers engineers;
d) Damage resulting from lack of proper maintenance;
e) Reinstatement costs relating to the original surface or construction of a drive, path, decking or any other surface
which is excavated as part of a claim.
Section 2 – Plumbing
The insurer will provide cover in respect of an emergency arising from the sudden and unexpected failure of or damage
to the internal plumbing system within the home which has or may result in internal water leakage, or escape of water
from water tanks, pipes, domestic appliances or fixed heating systems which causes damage to the home. In the event
that your home becomes uninhabitable for more than 48 hours as a result of an emergency covered by this section
relating to your plumbing, the insurer will pay up to £250 (including VAT) for the cost of suitable alternative
accommodation.
Exclusions applying to Section 2:
a) General maintenance including, but not limited, to dripping taps;
b) Frozen pipes which have not caused any damage;
c) Leaks from any household appliances, sink, shower or bath where leakage only occurs when the appliance
is in use;
d) Cracked or broken toilets or cisterns;
e) Pipes outside the boundary of your home;
f) Water pipes to, from or within a detached outbuilding or garage.
Section 3 – Drainage
The insurer will provide cover in respect of an emergency arising from the sudden and unexpected failure of or damage
to the drainage system of your home. In the event that your home becomes uninhabitable for more than 48 hours as a
result of an emergency covered by this section relating to your drainage, the insurer will pay up to £250 (including VAT)
for the cost of suitable alternative accommodation.
Exclusions applying to Section 3:
a) General servicing and maintenance issues including but not limited to leaf accumulation, build-up of oil, fats or
other debris within the drainage system;
b) Any drainage system which is not of standard construction e.g. clay pot, plastic, P.V.C or concrete;
c) Cesspits, septic tanks, vacuum drainage systems, electric pumps;
d) Plumbing and filtration systems for any swimming pools or spa or whirlpool baths;
e) Detached outbuildings;
f) Damage to drains caused by structures not conforming to local building regulations or caused as a result of
negligence or neglect;
g) Failure or damage caused to by faulty or defective design of the drainage pipe including but not limited to
failure of pitch fibre pipework;
h) Reinstatement costs relating the original surface or construction of a drive, path, decking or any other surface
which is excavated as part of a claim.
Section 4 – Domestic Central Heating Systems
The insurer will provide cover in respect of an emergency which has arisen from the sudden and unexpected failure
of your domestic central heating system. The emergency must render the domestic central heating system
inoperable and the failure has to be due to mechanical or electrical failure or malfunction of the central heating
system.
We will undertake to obtain spare parts as quickly as is reasonably possible. In the event it takes more than 48 hours
to achieve this from the first point at which our approved engineer visits you and diagnoses the requirement we will
pay a fixed benefit of £40 toward providing alternative heating. In the event your domestic boiler is declared beyond
economic repair we will make a contribution of £500 towards replacing it.
Exclusions applying to Section 4:
a) General maintenance including, but not limited to, descaling or power flushing of the domestic central
heating system, or any adjustment to the timing and temperature controls of the domestic central heating
system and venting (bleeding) of radiators;
b) Any non-gas appliances, Elson tanks, separate gas heaters supplying hot water, LPG boilers and dual
purpose boilers such as AGAs and Rayburns;
c) Maintenance or replacement of fan convector heaters or heated towel rails or underfloor heating;
d) Corrosion or any work arising from hard water scale deposits;
e) Removal of sludge or hard water scale from the domestic central heating system;
f) Any gas fired appliance whose primary purpose is other than heating, for example a domestic cooker or
lighting system;
g) Solar powered panels or ground air and water source pumps.
Section 5 – Electrical Emergency and Breakdown Cover
The insurer will provide cover in respect of an emergency arising from the breakdown or failure of the permanent
domestic electrical wiring system and its components (fuse box, switches, sockets) supplying electrical power to your
home. In the event that your home becomes uninhabitable for more than 48 hours as a result of an emergency covered
by this section relating to your permanent domestic electrical wiring system, the insurer will pay up to £250 (including
VAT) for the cost of suitable alternative accommodation.
Exclusions applying to Section 5:
a) Your electricity supply meter;
b) Domestic appliances or electrical items with a plug;
b) Replacing light bulbs, fuses and any other routine electrical maintenance tasks;
c) External Lighting, garden lighting and the electrical supply to outbuildings, such as sheds and greenhouses which
are connected to a separate electric meter to that of the home;
d) Swimming pools, fish tanks, ponds, burglar and smoke alarms, satellite/TV equipment, telephone equipment,
doorbells, garage doors, shower units, portable and fixed heating systems, immersion heaters, power generating
systems including solar panels and wind turbines, any 3 phase electrical systems;
e) Electrical wiring or electrics in communal areas of your home.
Section 6 – Emergency Gas Supply Pipe
The insurer will provide cover in respect of an emergency following to any damage to the internal gas supply pipe
following a gas leak occurring in your home. Our assistance will only be provided once the National Gas Emergency
Service have attended and isolated the leak. In the event that your home becomes uninhabitable for more than 48 hours
as a result of an emergency covered by this section relating to your gas supply pipe, we will pay up to £250 (including
VAT) for the cost of suitable alternative accommodation.
Exclusions Applying to Section 6:
a) General or routine maintenance;
b) The breakdown of any gas boiler, fire, central heating or hot water system;
c) Temporarily frozen pipes where there is no permanent damage;
d) Systems not installed correctly by an appropriately qualified person or which do not conform to any governing
Gas Safe regulation or requirements;
e) Pipes outside the boundary of your home.
Section 7 – Security, Lost keys, Roofing and Pest infestation
The insurer will pay for the call out, labour and parts and materials involved in an emergency relating to the security or
roofing of your home, a pest infestation or the loss of the only available key to your home.
Security and Roofing – The insurer will arrange an emergency repair to make the home safe and/or prevent further
damage in the event of damage or failure to the roof, external lock, door or window.
Lost Keys – The insurer will assist you to gain access to your home arising from the loss of the only available key to
your home, when you are unable to replace it or gain normal access.
Pest Infestation – The insurer will assist you to remove any pest infestation inside your home.
In the event that your home becomes uninhabitable for more than 48 hours as a result of an emergency covered by this
section relating to your security, lost keys, roofing or pest infestation we will pay up to £250 (including VAT) for the cost
of suitable alternative accommodation.
Exclusions Applying to Section 7:
a) Pest infestation relating to pests which are not defined in this policy; including but not limited to; ants, fleas,
bedbugs, spiders, flies, squirrels and bees;
b) Pest infestations of any outbuilding, or any other part of your property which is not part of main home, or where
the living areas of the property are not affected;
c) Damage caused by pests;
d) Loss of keys to the main property if a duplicate set exists;
e) Loss of keys for any outbuilding, garage or shed which is not part of the main home;
f) The failure of any internal doors and/or window lock;
g) The replacement or repair of electronic units powering garage doors.
Policy Conditions
1. Claims
a) You must allow the insurer reasonable access to the home to enable appropriate treatments to be carried
out and follow advice from the approved engineer and / or the helpline in removing furniture if this is
deemed necessary;
b) You must take reasonable care and maintain the home and its equipment in good order and take all
reasonable precautions to prevent loss or damage;
c) You must respond to the insurer promptly in all matters relating to a claim;
d) The insurer reserve the right to:
i) take over any claim or proceedings at any time at the insurers expense and conduct them in your
name should the emergency be as a result of an incorrect or failed previous repair;
ii) negotiate or settle any claim on your behalf;
iii) contact you directly at any point concerning your claim;
e) The insurer reserve the right to use non genuine replacement parts supplied from third parties in addition
to those parts that may be sourced from the manufacturer or their approved suppliers. We are not
responsible for any loss, damage or inconvenience resulting from a delay in obtaining or receiving delivery
from the relevant supplier of any spares. To improve the quality of the service provided, calls to the helpline
may be recorded.
2. Cancellation
If you decide that for any reason, this policy does not meet your insurance needs then please return it to
your insurance broker within 14 days from the day of purchase or the day on which you receive your
policy documentation, whichever is the later. On the condition that no claims have been made or are
pending, we will then refund your premium in full.
You may cancel the insurance cover after 14 days by informing your insurance broker, however no
refund of premium will be payable.
The insurer shall not be bound to accept renewal of any insurance and may at any time cancel any
insurance document by giving 30 days’ notice in writing where there is a valid reason for doing so. A
cancellation letter will be sent to you at your last known address. Valid reasons may include but are not
limited to:
a) Where the insurer reasonably suspects fraud
b) Non-payment of premium
c) Threatening and abusive behaviour
d) Non-compliance with policy terms and conditions
e) You have not taken reasonable care to provide accurate and complete answers to the questions
we or your insurance broker ask.
If the insurer cancels the policy and/or any additional covers you will receive a refund of any premiums you
have paid for the cancelled cover, less a proportionate deduction for the time the insurer has provided cover.
Where the insurer’s investigations provide evidence of fraud or misrepresentation, the insurer may cancel the
policy immediately and backdate the cancellation to the date of the fraud or the date when you provided us with
incomplete or inaccurate information. This may result in your policy being cancelled from the date you originally
took it out and the insurer will be entitled to keep the premium.
If your policy is cancelled because of fraud or misrepresentation, this may affect your eligibility for insurance
with the insurer, as well as other insurers, in the future.
3. Arbitration Clause
If there is a dispute between you and us, or you and the insurer, which arises from this insurance, you can
make a complaint to us in accordance with the complaints process which can be found on page 2. If we, or the
insurer, are not able to resolve the matter satisfactorily and the matter can be dealt with by the Financial
Ombudsman Service, you can ask them to arbitrate in the matter.
If the matter cannot be dealt with by the Financial Ombudsman Service, it can be referred to arbitration by a
single arbitrator who will be agreed by both you and us. The arbitration shall be in accordance with the
Arbitration Act 1996 and will be binding on both parties. The costs of the arbitration shall be at the discretion of
the arbitrator.
4. Fraudulent Claims
You must not act in a fraudulent way. If you or anyone acting for you:
fails to reveal or hides a fact likely to influence whether we accept your proposal, your renewal, or any
adjustment to your policy;
fails to reveal or hides a fact likely to influence the cover we provide;
makes a statement to us or anyone acting on our behalf, knowing the statement to be false;
sends us or anyone acting on our behalf a document, knowing the document to be forged or false;
makes a claim under the policy, knowing the claim to be false or fraudulent in any way; or
makes a claim for any loss or damage you caused deliberately or with your knowledge.
If your claim is in any way dishonest or exaggerated then we will not pay any benefit under this policy or return
any premium to you and we may cancel your policy immediately and backdate the cancellation to the date of
the fraudulent claim. We may also take legal action against you and inform the appropriate authorities.
5. Statutory Regulations
In all matters relating to the performance of this insurance contract, it is the responsibility of both you and us that
we both respectively comply with all Acts of Parliament and with all orders, regulations and bylaws made with
statutory authority by Government Departments or by local or other authorities. The cost of meeting the
requirements of this clause will be payable by you and us in our own rights respectively.
6. Severability Clause
If any term of this contract of insurance is to any extent invalid, illegal or incapable of being enforced, such term
will be excluded to the extent of such invalidity, illegality or unenforceability; all other terms will remain in full
force and effect.
7. Acts of Parliament
All references to Acts of Parliament in this policy shall include the equivalent laws in Scotland, Northern Ireland,
the Isle of Man and the Channel Islands and shall include any subsequent amendments, re-enactments or
regulations.
General Exclusions
We shall not be liable for costs arising from or in connection with:
1. Any defect that may give rise to an emergency which is known to you prior to the commencement date of
your policy or any defects which occur within the deferment period.
2. Claims arising after the home has been left unoccupied;
3. Any wilful or negligent act or omission by you or any third party;
4. Events where on attendance it becomes clear that the call out is not an emergency;
5. General maintenance work or any system that has not been regularly maintained;
6. Loss of or damage arising out of disconnection from or interruption to the public supply of gas or water or
electricity to your home;
7. Any parts or item that may need to be replaced as a result of wear and tear or gradual deterioration;
8. Any emergency arising from poor workmanship or design defect;
9. Any consequential loss;
10. Any repair that is, in our opinion, either difficult or impossible to complete due to problems with access needed
to facilitate the repair;
11. Replacing lead, steel or iron pipes, rusting, corrosion, general wear and tear and/or gradual deterioration;
12. Replacement of bespoke or designer radiators or towel rails;
13. Commercial and business premises, mobile homes and bed-sits;
14. Any boiler or system that has not been serviced in line with manufacturer’s recommendations;
15. Improvements including work that is needed to bring the insured system up to current standards;
16. Homes situated outside the territorial limits;
17. An emergency arising from or associated with pollution or contamination;
18. Any damage caused by the approved engineer in gaining access in order to affect an emergency repair;
19. Loss or damage caused by war, invasion, foreign enemy hostilities (whether war is declared or not), civil war,
terrorism, rebellion, revolution, military force or coup, or confiscation, nationalisation, requisition, destruction of
or damage to property by or under the order of any government, local or public authority;
20. Any direct or indirect consequence of:
Irradiation, or contamination by nuclear material; or
The radioactive, toxic, explosive or other hazardous or contaminating properties of any radioactive matter;
or
Any device or weapon which employs atomic or nuclear fission or fusion or other comparable reaction or
radioactive force or matter;
21. Any system(s) not installed properly or in line with manufacturers guidelines;
22. Any consequence, howsoever caused, including but not limited to Computer Virus in Electronic Data being lost,
destroyed, distorted, altered, or otherwise corrupted.
For the purposes of this policy, Electronic Data shall mean facts, concepts and information stored to form
useable for communications, interpretations, or processing by electronic or electromechanical data
processing or other electronically controlled hardware, software and other coded instructions for the processing
and manipulation of data, or the direction and manipulation of such hardware.
For the purposes of this policy, Computer Virus shall mean a set of corrupting, harmful, or otherwise
unauthorised instructions or code, whether these have been introduced maliciously or otherwise, and multiply
themselves through a computer system or network of whatsoever nature.
Landlord Home Emergency
Policy Wording
Who does it cover?
The policyholder named on the policy schedule.
What criteria apply?
The property must be owned by the policyholder and be used and rented solely for domestic residential
purposes, and which are declared on the policy schedule.
Important information
This policy has been offered based on information provided by you. If any of this information is incorrect, or changes
during the term of your policy, please let us know at your earliest convenience to ensure that your cover remains fully
effective and in force.
You are required by the provisions of the Consumer Insurance (Disclosure and Representations) Act 2012 to take care
to:
a) supply accurate and complete answers to all the questions we may ask as part of your application for
cover under the policy;
b) to make sure that all information supplied as part of your application for cover is true and correct;
c) tell us of any changes to the answers you have given as soon as possible.
You must take reasonable care to provide complete and accurate answers to the questions we ask when you take out,
make changes to and renew your policy. If any information you provide is not complete and accurate, this may mean
your policy is invalid and that it does not operate in the event of a claim or we may not pay any claim in full.
This policy must be read together with your current schedule, insurance product information document and any
endorsements or certificates. These items together form your contract of insurance.
How to make a claim
Before requesting emergency assistance you should check that the circumstances are covered by your policy.
Remember this is not a maintenance policy and does not cover routine maintenance in your property.
To report a claim, please contact
NPA 24:7
Suite 601, Trigate
210-222 Hagley Road West
Oldbury
West Midalnds
B68 0NP
Tell: 0333 241 3365
Major emergencies which could result in serious injury to the public or damage to property should be immediately
advised to the utility supply company and/or the emergency services if necessary. The policy does not provide cover for
any repairs, damage or other loss resulting from gas leaks which occur outside the boundary of the Home.
How to make a complaint
We hope that you are completely happy with this policy and the service that you receive, however if you do have any
reason to make a complaint, please follow the procedure below.
If your complaint relates to the sale of this policy, please contact your insurance broker.
If your complaint relates to a claim, please contact us at:
NPA 24:7
Suite 601, Trigate
210-222 Hagley Road West
Oldbury
West Midalnds
B68 0NP
Tel: 0121 695 1094 or email: copluscomplaints@npa247.com
If your complaint about your claim cannot be resolved by the end of the third working day, your complaint will passed to:
Customer Relations Department
UK General Insurance Limited
Cast House
Old Mill Business Park
Gibraltar Island Road
Leeds
LS10 1RJ
Tel: 0345 218 2685 or Email: customerrelations@ukgeneral.co.uk
If for any reason it is not possible for us to reach an agreement, you have the right to make an appeal to the Financial
Ombudsman Service. This applies if you are an individual, or in a business capacity if your annual turnover is up to EUR
2,000,000 (or equivalent in sterling) and you have fewer than 10 members of staff. You can contact the Financial
Ombudsman Service at:
The Financial Ombudsman Service
Exchange Tower
London
E14 9SR
Telephone: 0800 023 4 567 or Email: complaint.info@financial-ombudsman.org.uk
Website: www.financial-ombudsman.org.uk
Our regulator and insurer
This insurance is arranged by Motorplus Limited t/a Coplus and underwritten by UK General Insurance Limited on behalf
of Great Lakes Insurance SE. Great Lakes Insurance SE is a German insurance company with its headquarters at
Königinstrasse 107, 80802 Munich. UK Branch office: Plantation Place, 30 Fenchurch Street, London, EC3M 3AJ.
Motorplus Limited t/a Coplus and UK General Insurance Limited are authorised and regulated by the Financial Conduct
Authority.
Great Lakes Insurance SE, UK Branch, is authorised by Bundesanstalt für Finanzdienstleistungsaufsicht and subject to
limited regulation by the Financial Conduct Authority and Prudential Regulation Authority. Details about the extent of their
regulation by the Financial Conduct Authority and Prudential Regulation Authority are available from
https://register.fca.org.uk/ShPo_FirmDetailsPage?id=001b000003ejWCjAAM
Privacy Statement
For full details of how we protect your privacy and process your data please read the Privacy Statement that
accompanies this policy. The Privacy Statement can also be viewed online by visiting https://www.coplus.co.uk/dataprivacy-notice
Telephone calls
Please note that for our mutual protection telephone calls may be monitored and/or recorded.
Fraud prevention, detection and claims history
In order to prevent and detect fraud we may at any time:
share information about you with other organisations and public bodies including the police;
check and/or file your details with fraud prevention agencies and databases, and if you give us false or
inaccurate information and we suspect fraud, we will record this.
We and other organisations may also search these agencies and databases to:
help make decisions about the provision and administration of insurance, credit and related services for you
and members of your household;
trace debtors or beneficiaries, recover debt, prevent fraud and to manage your accounts or insurance policies;
check your identity to prevent money laundering, unless you provide us with other satisfactory proof of identity;
undertake credit searches and additional fraud searches.
Renewal procedure
The term of your Landlord Home Emergency policy is one year. The period of insurance will end exactly one year after
inception unless you renew your policy. If you wish to renew this insurance policy please contact your insurance broker
who will be able to discuss your requirements.
Choice of law and jurisdiction
Unless otherwise agreed in writing, the law of England and Wales will apply to the contract or if at the date of contract
you are a resident of Scotland, Northern Ireland, Channel Islands or the Isle of Man, in which case the law for that
country will apply.
Unless otherwise agreed in writing, the courts of England and Wales, or the country in which your main residence is
situated will have jurisdiction for hearing and determining any litigation arising out of or in connection with any dispute
regarding the interpretation of this policy.
Contracts (Rights of Third Parties) Act 1999
The terms of this policy are only enforceable you. A person who is not named under the policy has no rights under the
Contracts (Rights of Third Parties) Act 1999 to enforce any term of this policy but this does not affect any right or remedy
of a third party, which exists or is available apart from that Act.
Your Agreement with Others
This contract of insurance is personal to you the policyholder, and the insurer.
We will not be bound by any agreement between you and your appointed representative, or you and any other person
or organisation.
You may not assign any of the rights under this policy without the insurer’s express prior written consent.
Financial Services Compensation Scheme
Great Lakes Insurance SE is covered by the Financial Services Compensation Scheme. You may be entitled to
compensation from the scheme in the event that Great Lakes Insurance SE cannot meet its obligations. This depends
on the type of insurance and the circumstances of the claim. Most insurance contracts are covered for 90% of the claim
with no upper limit. You can obtain further information about compensation scheme arrangements from the FSCS by
visiting www.fscs.org.uk.
Use of language
Unless agreed otherwise, for the purposes of this insurance contract the language used will be English
Other formats
If you require this document in any other format please do not hesitate to contact us.
General definitions
The words and phrases listed below will have the same meanings wherever they appear in this policy. These words and
phrases can be identified in bold throughout the policy
Approved Engineer or A qualified person approved and instructed by the helpline to undertake emergency
Engineer: work.
Assistance: The reasonable efforts made by the approved engineer during a visit to the property to
complete a temporary repair to limit or prevent damage or if at similar expense the cost of
completing a permanent repair in respect of the cover provided.
Beyond Economic In the opinion of our approved engineer the cost of repair is more than the cost of
Repair: replacement.
Call Out: A request for emergency assistance from you, even if the request is then cancelled by you.
Claim Limit: £750 per claim for all sections excluding alternative accommodation costs.
Commencement Date: The start of the policy as shown in the schedule.
Deferment Period: In respect of all sections of the policy no claim can be made for any incident that occurs within
28 days of the commencement date of this policy as shown in the schedule. No deferment
period applies to renewed policies.
Domestic Boiler: The central heating boiler contained within and supplying your property that is powered by
natural gas from the appliance isolating valve, including all manufacturers fitted components
within the boiler together with the pump, motorised valves, thermostat, time, temperature and
pressure controls. We will not cover any boiler that has an output in excess of 60kW/hr.
Domestic Central The domestic boiler and the central heating system within your property that is
Heating System: powered by natural gas from the appliance isolating valve, including all manufacturer’s fitted
components within the domestic boiler together with the pump, motorised valves, cylinder
thermostat, time temperature and pressure controls, radiator valves, pipe work, feed and
expansion tank and primary fluing. We will not cover any boiler that has an output in excess of
60kW/hr.
Emergency: A sudden and unexpected event which, if not dealt with quickly would in the reasonable
opinion of the helpline:
a) render the property unsafe or insecure; or
b) damage or cause further damage to the property; or
c) cause personal risk to you; or
d) cause a health and safety risk to others.
Helpline: The telephone number for you to report an emergency under this policy. The number to call
is 0333 241 3365
Insurer: UK General Insurance Limited, on behalf of Great Lakes Insurance SE. In the event of a
claim, UK General Insurance Limited act for Great Lakes Insurance SE as their agent.
Pests: Wasps, hornets, rats and mice
Period of Insurance: The period of 12 calendar months beginning with the date of inception of this policy
Property: Buildings owned by you, and land immediately surrounding them which are used or rented
solely for domestic residential purposes, and which are declared on the policy schedule
Schedule: The document supplied to you confirming the commencement date, your details, and the
property the subject of cover.
Territorial Limits: The United Kingdom Isle of Man and the Channel Islands.
Terrorism: Any direct or indirect consequence of terrorism as defined by the Terrorism Act 2000
and any amending or substituting legislation
Unoccupied: Where no one has resided in the property for a period exceeding 30 consecutive days.
We/Us/Our: Motorplus Limited t/a Coplus
You/Your: The landlord who applied for this insurance and is named on the schedule as the
policyholder.
Cover
Section 1 – External Water Supply Pipe
The insurer will provide cover in respect of an emergency involving any blockage, collapse or leakage of the water
supply pipe from and including the main stopcock for your property up to where it is connected to the public water main
or communication pipe provided that you are responsible for this. In the event that your property becomes
uninhabitable for more than 48 hours as a result of an emergency covered by this section relating to your external water
supply pipe, the insurer will pay up to £250 (including VAT) for the cost of suitable alternative accommodation for your
tenants.
Conditions applying to Section 1
Where you share legal responsibility for the water supply pipe outside the boundary of your property with any
third party, the insurer will only pay your rateable proportion of any work undertaken under this section of
cover.
When a shared responsibility applies, any third party or parties must agree to the work being completed by the
insurer’s engineers and must grant any access necessary to the water supply pipe.
Exclusions applying to Section 1
a) Costs which exceed your rateable proportion of the cost of any work undertaken by the insurer under the
terms of this policy on a water supply pipe outside the boundary of your property where you share legal
responsibility for the water supply pipe with any third party;
b) Frozen pipes which have not caused any damage;
c) Any work required on a water supply pipe outside the boundary of your property where you share legal
responsibility for the water supply pipe with any third party who does not agree to the work being completed
by the insurer’s engineers;
d) Damage resulting from lack of routine maintenance or servicing;
e) Reinstatement costs relating to the original surface or construction of a drive, path, decking or any other surface
which is excavated as part of a claim.
Section 2 – Plumbing
The insurer will provide cover in respect of an emergency arising from the sudden and unexpected failure of or damage
to the internal plumbing system within the property which has or may result in internal water leakage, or escape of water
from water tanks, pipes, and domestic appliances or fixed heating systems which causes damage to the property. In the
event that your property becomes uninhabitable for more than 48 hours as a result of an emergency covered by this
section relating to your plumbing, the insurer will pay up to £250 (including VAT) for the cost of suitable alternative
accommodation for your tenants.
Exclusions applying to Section 2
a) General maintenance including, but not limited, to dripping taps;
b) Frozen pipes which have not caused any damage;
c) Leaks from any household appliances, sink, shower or bath where leakage only occurs when the appliance
is in use;
d) Cracked or broken toilets or cisterns;
e) Pipes outside the boundary of your property;
f) Water pipes to, from or within a detached outbuilding or garage
Section 3 – Drainage
The insurer will provide cover in respect of an emergency arising from the sudden and unexpected failure of or damage
to the drainage system of your property. In the event that your property becomes uninhabitable for more than 48 hours
as a result of an emergency covered by this section relating to your drainage, the insurer will pay up to £250 (including
VAT) for the cost of suitable alternative accommodation for your tenants.
Exclusions applying to Section 3
a) General servicing and maintenance issues including but not limited to leaf accumulation, build-up of oil, fats or
other debris within the drainage system;
b) Any drainage system which is not of standard construction e.g. clay pot, plastic, P.V.C or concrete;
c) Cesspits, septic tanks, vacuum drainage systems, electric pumps;
d) Plumbing and filtration systems for any swimming pools or spa or whirlpool baths;
e) Detached outbuildings which are not connected to the main property;
f) Damage to drains caused by structures not conforming to local building regulations or caused as a result of
negligence or neglect;
g) Failure or damage caused to by faulty or defective design of the drainage pipe including but not limited to
failure of pitch fibre pipework;
h) Reinstatement costs relating the original surface or construction of a drive, path, decking or any other surface
which is excavated as part of a claim.
Section 4 – Domestic Central Heating Systems
The insurer will provide cover in respect of an emergency which has arisen from the sudden and unexpected failure
of your domestic central heating system. The emergency must render the domestic central heating system
inoperable and the failure has to be due to mechanical or electrical failure or malfunction of the central heating
system.
We will undertake to obtain spare parts as quickly as is reasonably possible. In the event it takes more than 48 hours
to achieve this from the first point at which our approved engineer visits you and diagnoses the requirement we will
pay a fixed benefit of £40 toward providing alternative heating for your tenants.
In the event your domestic boiler is declared beyond economic repair we will make a contribution of £250 towards
replacing it
Exclusions applying to Section 4
a) General maintenance or servicing of the domestic central heating system including, but not limited to,
descaling or power flushing, or any adjustment to the timing and temperature controls of the domestic
central heating system and venting (bleeding) of radiators;
b) Any non-gas appliances, Elson tanks, separate gas heaters supplying hot water, LPG boilers and
dual purpose boilers such as AGAs and Rayburns;
c) Maintenance or replacement of fan convector heaters or heated towel rails or underfloor heating;
d) Corrosion or any work arising from hard water scale deposits;
e) Removal of sludge or hard water scale from the domestic central heating system;
f) Any gas fired appliance whose primary purpose is other than heating, for example a domestic cooker or
lighting system;
g) Solar powered panels or ground air and water source pumps.
Section 5 – Electrical Emergency and Breakdown Cover
The insurer will provide cover in respect of an emergency arising from the breakdown or failure of the permanent
domestic electrical wiring system and its components (fuse box, switches, sockets) supplying electrical power to your
property. In the event that your property becomes uninhabitable for more than 48 hours as a result of an emergency
covered by this section relating to your permanent domestic electrical wiring system, the insurer will pay up to £250
(including VAT) for the cost of suitable alternative accommodation for your tenants.
Exclusions applying to Section 5
a) Your electricity supply meter;
b) Domestic appliances or electrical items with a plug;
b) Replacing light bulbs, fuses and any other routine electrical maintenance tasks;
c) External lighting, garden lighting and the electrical supply to outbuildings, such as sheds and greenhouses which
are connected to a separate electric meter to that of the property;
d) Swimming pools, fish tanks, ponds, burglar and smoke alarms, satellite/TV equipment, telephone equipment,
doorbells, garage doors, shower units, portable and fixed heating systems, immersion heaters, power generating
systems including solar panels and wind turbines, any 3 phase electrical systems;
e) Electrical wiring or electrics in communal areas of your property;
Section 6 – Emergency Gas Supply Pipe
The insurer will provide cover in respect of an emergency following to any damage to the internal gas supply pipe
following a gas leak occurring in your property. Our assistance will only be provided once the National Gas Emergency
Service have attended and isolated the leak. In the event that your property becomes uninhabitable for more than 48
hours as a result of an emergency covered by this section relating to your gas supply pipe, we will pay up to £250
(including VAT) for the cost of suitable alternative accommodation for your tenants.
Exclusions Applying to Section 6
a) General or routine maintenance;
b) The breakdown of any gas boiler, fire, central heating or hot water system;
c) Temporarily frozen pipes where there is no permanent damage;
d) Systems not installed correctly by an appropriately qualified person or which do not conform to any governing
Gas Safe regulation or requirements;
e) Pipes outside the boundary of your property.
Section 7 – Security, Lost keys, Roofing and Pest infestation
The insurer will pay for the call out, labour and parts and materials involved in an emergency relating to the security or
roofing of your property, a pest infestation or the loss of the only available key to your property as detailed below:
Security and Roofing: The insurer will arrange an emergency repair to make the property safe and/or prevent further
damage in the event of damage or failure to the roof, external lock, door or window.
Lost Keys: The insurer will assist you to gain access to your property arising from the loss of the only available key to
your property, when you are unable to replace it or gain normal access.
Pest Infestation: The insurer will assist you to remove any pest infestation inside your property.
In the event that your property becomes uninhabitable for more than 48 hours as a result of an emergency covered by
this section relating to your security, lost keys, roofing or pest infestation we will pay up to £250 (including VAT) for the
cost of suitable alternative accommodation for your tenants.
Exclusions Applying to Section 7
a) Pest infestation relating to pests which are not defined in this policy; including but not limited to; ants, fleas,
bedbugs, spiders, flies, squirrels and bees;
b) Pest infestations of any outbuilding, or any other part of your property which is not part of main property, or
where the living areas of the property are not affected;
c) Damage caused by pests;
d) Loss of keys to the main property if a duplicate set exists;
e) Loss of keys for any outbuilding, garage or shed which is not part of the main property;
f) The failure of any internal doors and/or window lock;
g) The replacement or repair of electronic units powering garage doors
Policy Conditions
1. Claims
a) You must allow the insurer reasonable access to the property to enable appropriate treatments to be
carried out and follow advice from the approved engineer and / or the helpline in removing furniture if this
is deemed necessary ;
b) You must take reasonable care and maintain the property and its equipment in good order and take all
reasonable precautions to prevent loss or damage;
c) You must respond to the insurer promptly in all matters relating to a claim;
d) The insurer reserve the right to:
i) Take over any claim or proceedings at any time at the insurer’s expense and conduct them in your
name should the emergency be as a result of an incorrect or failed previous repair;
ii) Negotiate or settle any claim on your behalf;
iii) Contact you directly at any point concerning your claim;
e) The insurer reserve the right to use non genuine replacement parts supplied from third parties in addition
to those parts that may be sourced from the manufacturer or their approved suppliers. We or the insurer
are not responsible for any loss, damage or inconvenience resulting from a delay in obtaining or receiving
delivery from the relevant supplier of any spares.
To improve the quality of the service provided, calls to the helpline may be recorded.
2. Cancellation
If you decide that for any reason, this policy does not meet your insurance needs then please return it to
your insurance broker within 14 days from the day of purchase or the day on which you receive your
policy documentation, whichever is the later. On the condition that no claims have been made or are
pending, we will then refund your premium in full.
You may cancel the insurance cover after 14 days by informing your insurance broker, however no
refund of premium will be payable.
The insurer shall not be bound to accept renewal of any insurance and may at any time cancel any
insurance document by giving 30 days’ notice in writing where there is a valid reason for doing so. A
cancellation letter will be sent to you at your last known address. Valid reasons may include but are not
limited to:
a) Where the insurer reasonably suspects fraud
b) Non-payment of premium
c) Threatening and abusive behaviour
d) Non-compliance with policy terms and conditions
e) You have not taken reasonable care to provide accurate and complete answers to the questions
we or your insurance broker ask.
If the insurer cancels the policy and/or any additional covers you will receive a refund of any premiums you
have paid for the cancelled cover, less a proportionate deduction for the time the insurer has provided cover.
Where the insurer’s investigations provide evidence of fraud or misrepresentation, the insurer may cancel the
policy immediately and backdate the cancellation to the date of the fraud or the date when you provided us with
incomplete or inaccurate information. This may result in your policy being cancelled from the date you originally
took it out and the insurer will be entitled to keep the premium.
If your policy is cancelled because of fraud or misrepresentation, this may affect your eligibility for insurance
with the insurer, as well as other insurers, in the future.
3. Arbitration Clause
If there is a dispute between you and us, or you and the insurer, which arises from this insurance, you
can make a complaint to us in accordance with the complaints process which can be found on page 2. If we, or
the insurer, are not able to resolve the matter satisfactorily and the matter can be dealt with by the Financial
Ombudsman Service, you can ask them to arbitrate in the matter.
If the matter cannot be dealt with by the Financial Ombudsman Service, it can be referred to arbitration by a
single arbitrator who will be agreed by both you and us. The arbitration shall be in accordance with the
Arbitration Act 1996 and will be binding on both parties. The costs of the arbitration shall be at the discretion of
the arbitrator.
4. Fraudulent Claims
You must not act in a fraudulent way. If you or anyone acting for you:
fails to reveal or hides a fact likely to influence whether we accept your proposal, your renewal, or any
adjustment to your policy;
fails to reveal or hides a fact likely to influence the cover we provide;
makes a statement to us or anyone acting on our behalf, knowing the statement to be false;
sends us or anyone acting on our behalf a document, knowing the document to be forged or false;
makes a claim under the policy, knowing the claim to be false or fraudulent in any way; or
makes a claim for any loss or damage you caused deliberately or with your knowledge.
If your claim is in any way dishonest or exaggerated then we will not pay any benefit under this policy or return
any premium to you and we may cancel your policy immediately and backdate the cancellation to the date of
the fraudulent claim. We may also take legal action against you and inform the appropriate authorities
5. Statutory Regulations
In all matters relating to the performance of this insurance contract, it is the responsibility of both you and us that
we both respectively comply with all Acts of Parliament and with all orders, regulations and bylaws made with
statutory authority by Government Departments or by local or other authorities. The cost of meeting the
requirements of this clause will be payable by you and us in our own rights respectively.
6. Severability Clause
If any term of this contract of insurance is to any extent invalid, illegal or incapable of being enforced, such term
will be excluded to the extent of such invalidity, illegality or unenforceability; all other terms will remain in full
force and effect.
7. Acts of Parliament
All references to Acts of Parliament in this policy shall include the equivalent laws in Scotland, Northern Ireland,
the Isle of Man and the Channel Islands and shall include any subsequent amendments, re-enactments or
regulations.
General Exclusions
We shall not be liable for claims arising from or in association with:
1. Any defect that may give rise to an emergency which is known to you prior to the commencement date of
your policy or any defects which occur within the deferment period;
2. Claims arising after the property has been left unoccupied;
3. Any wilful or negligent act or omission by you or any third party;
4. Events where on attendance it becomes clear that the call out is not an emergency;
5. General maintenance work or any system that has not been regularly maintained;
6. Loss of or damage arising out of disconnection from or interruption to the public supply of gas or water or
electricity to your property;
7. Any parts or item that may need to be replaced as a result of wear and tear or gradual deterioration:
8. Any emergency arising from poor workmanship or design defect;
9. Any consequential loss;
10. Any repair that is, in our opinion, either difficult or impossible to complete due to problems with access needed
to facilitate the repair;
11. Replacing lead, steel or iron pipes, rusting, corrosion, general wear and tear and/or gradual deterioration;
12. Replacement of bespoke or designer radiators or towel rails;
13. Any boiler or system that has not been serviced in line with manufacturer’s recommendations;
14. Improvements including work that is needed to bring the insured system up to current standards;
15. Homes situated outside the territorial limits;
16. An emergency arising from or associated with pollution or contamination;
17. Any damage caused by the approved engineer in gaining access in order to affect an emergency repair;
18. Loss or damage caused by war, invasion, foreign enemy hostilities (whether war is declared or
not), civil war, terrorism, rebellion, revolution, military force or coup, or confiscation, nationalisation, requisition,
destruction of or damage to property by or under the order of any government, local or public authority;
19. Any direct or indirect consequence of:
Irradiation, or contamination by nuclear material; or
The radioactive, toxic, explosive or other hazardous or contaminating properties of any radioactive matter;
or
Any device or weapon which employs atomic or nuclear fission or fusion or other comparable reaction or
radioactive force or matter.
20. Any system(s) not installed properly or in line with manufacturers guidelines;
21. Any consequence, howsoever caused, including but not limited to Computer Virus in Electronic Data being lost,
destroyed, distorted, altered, or otherwise corrupted.
For the purposes of this policy, Electronic Data shall mean facts, concepts and information stored to form
useable for communications, interpretations, or processing by electronic or electromechanical data
processing or other electronically controlled hardware, software and other coded instructions for the processing
and manipulation of data, or the direction and manipulation of such hardware.
For the purposes of this policy, Computer Virus shall mean a set of corrupting, harmful, or otherwise
unauthorised instructions or code, whether these have been introduced maliciously or otherwise, and multiply
themselves through a computer system or network of whatsoever nature.
Gadget Cover
Policy Wording
Important information
You must read this policy document and the Schedule of Insurance together. The Schedule of Insurance tells
you the period during which the policy is in force what items are covered and what level of cover applies to
your insurance. Please check both documents carefully to make certain they give you the cover you want.
In return for the payment of your premium we will provide insurance for your gadgets during the period of
cover as stated in your Schedule of Insurance. This policy only covers your gadgets when in the care of you or
a member of your immediate family.
Cover under this insurance is subject to the terms, conditions, and limitations shown below or as amended in
writing by us.
This is an annual insurance policy. Unless we have agreed differently with you, English law and the decisions of
English courts will govern this insurance.
This insurance is arranged by Supercover Insurance Ltd and underwritten by UK General Insurance Ltd on
behalf of Great Lakes Insurance SE. Great Lakes Insurance SE is a German insurance company with its
headquarters at Königinstrasse 107, 80802 Munich. UK Branch office: Plantation Place, 30 Fenchurch Street,
London, EC3M 3AJ.
Supercover Insurance Ltd and UK General Insurance Limited are authorised and regulated by the Financial
Conduct Authority.
Great Lakes Insurance SE, UK Branch, is authorised by Bundesanstalt für Finanzdienstleistungsaufsicht and
subject to limited regulation by the Financial Conduct Authority and Prudential Regulation Authority. Details
about the extent of their regulation by the Financial Conduct Authority and Prudential Regulation Authority
are available on request.
Consumer Insurance Act
You are required by the provisions of the Consumer Insurance (Disclosure and Representations) Act to take
care to:
a) supply accurate and complete answers to all the questions we or the administrator may as as part
of your application for cover under the policy.
b) to make sure that all information supplied as part of your application for cover is true and correct
c) tell us of any changes to the answers you have given as soon as possible.
You must take reasonable care to provide complete and accurate answers to the questions we ask when you
take out, make changes to and renew your policy. If any information you provide is not complete and
accurate, this may mean your policy is invalid and that it does not operate in the event of a claim or we may
not pay any claim in full.
Your demands and needs
This policy meets the demands and needs of those who wish to insure against the cost of replacing hand-held
gadgets that are stolen, lost, break down or are damaged accidentally.
How to make a claim:
Telephone Supercover on 0203 794 9311 Monday to Friday 9am to 6pm.
If your gadget is lost or stolen you need to do the following:
1. Notify Supercover Insurance as soon as possible but in any event within 28 days of any incident likely to
give rise to a claim under this insurance;
2. Report the theft or accidental loss of any gadget to the Police within 48 hours of discovery and obtain a
crime reference number in support of a theft claim or a lost property number in support of an accidental
loss claim;
3. Report the theft or accidental loss of any mobile phone within 24 hours of discovery to your Airtime
Provider and blacklist your handset;
4. If your gadget is damaged you must provide this gadget for inspection / repair.
UK General Insurance Ltd is an agent of Great Lakes Insurance SE and in the matters of a claim act on behalf
of Great Lakes Insurance SE.
Please refer to the Claims Condition on page 6 of this policy.
How to make a complaint
It is the intention to give you the best possible service but if you do have any questions or concerns about this
insurance or the handling of a claim you should in the first instance contact Supercover’s Customer Services
Director at:
Waterside House
Riverside Way
Uxbridge
UB8 2YF
Tel: 0203 794 9300
Email: complaints@supercoverinsurance.com.
Please ensure your policy number is quoted in all correspondence to assist a quick and efficient response.
If your complaint cannot be resolved by the end of the next working day, your agent will pass it to:
The Customer Relations Manager
UK General Insurance Limited
Cast House
Old Mill Business Park
Gibraltar Island Road
Leeds
LS10 1RJ
Tel: 0345 218 2685
Email: customerrelations@ukgeneral.co.uk
If it is not possible to reach an agreement, you have the right to make an appeal to the Financial
Ombudsman Service. This also applies if you are insured in a business capacity and have an annual turnover
of less than €2million and fewer than ten staff. You may contact the Financial Ombudsman Service at:
The Financial Ombudsman Service,
Exchange Tower,
London,
E14 9SR.
Tel: 0300 123 9 123
Email: complaint.info@financial-ombudsman.org.uk
The above complaints procedure is in addition to your statutory rights as a consumer. For further information
about your statutory rights contact your local authority Trading Standards Service or Citizens Advice Bureau.
Financial Services Compensation Scheme (FSCS):
Great Lakes Insurance SE, is covered by the Financial Services Compensation Scheme (FSCS). You may be
entitled to compensation from the scheme, if they cannot meet their obligations. This depends on the type of
business and the circumstances of the claim. Most insurance contracts are covered for 90% of the claim with
no upper limit. You can get more information about compensation scheme arrangements from the FSCS or
visit www.fscs.org.uk.
Data Protection Act 1998
Supercover Insurance Ltd (‘Supercover’) does not pass any personal data about you to any third parties.
When you apply for insurance and/or make a claim, you will be required to disclose relevant personal data
about yourself to Supercover or their agents, including data which is deemed "sensitive" under the Data
Protection Act 1998. Your explicit consent to the processing of this data, which is required under the Data
Protection Act 1998, will be requested at the time of purchase or when you make a claim. Please note that
any information provided to us will be processed by us and our agents in compliance with the provisions of the
Data Protection Act 1998, for the purpose of providing insurance and handling claims, if any, which may
necessitate providing such information to third parties. We may also send the information in confidence for
process to other companies acting on their instructions including those located outside the European
Economic Area.
The Checks We Make and Sharing Information With Other Organisations
Under the Data Protection Act 1998 we are required to tell you the following information. It explains how we
may use your details and tells you about the systems we have in place that allow us to detect and prevent
fraudulent applications and claims. The savings that we make help us to keep premiums and products
competitive.
Insurance Administration
Information you supply may be used for the purposes of insurance administration by Supercover Insurance
Limited, your insurers and their agents and re-insurers. In assessing any claims made, we may undertake
checks against publicly available information such as electoral roll, county court judgement, bankruptcy or
repossessions. Information may also be shared with other insurers either directly or via those acting for the
insurer such as loss adjusters or investigators.
Fraud Prevention, Detection and Claims History
In order to prevent and detect fraud we may at any time share information about you with other organisations
and public bodies including the Police. We may check and/or file your details with fraud prevention agencies
and databases, and if you give us false or inaccurate information and we suspect fraud, we will record this.
We and other organisations may also search these agencies and databases to:
Help make decisions about the provision and administration of insurance, credit and related services for
you and members of your household;
Trace debtors or beneficiaries, recover debt, prevent fraud and to manage your accounts or insurance
policies;
Check your identity to prevent money laundering, unless you furnish us with other satisfactory proof of
identity;
In addition we may undertake credit searches and conduct additional fraud searches (this may include
requests for copy driving licences, utility bills and other documentation to establish the identity of any
person applying for insurance).
Other Insurers
Supercover Insurance Limited and your insurers may pass information about you and this policy to other
insurance companies with which your insurers reinsure their business or who are dealing with a claim made
under this policy. In addition, information may be passed to other insurance related organisations in common
with industry practice. These companies may be located in countries outside the UK but within the European
Economic Area (“EEA”).
On payment of a small fee you are entitled to receive a copy of the information we hold about you. If you
have any questions, or you’d like to find out more about this notice you can write to the Data Protection
Officer, Supercover Insurance Limited, Waterside House, 20 Riverside Way, Uxbridge, UB8 2YF.
Definitions
The words and phrases defined below have the same meaning wherever they appear in bold in this policy
document.
Accidental loss
The gadget has been accidentally left by you in a location and you are permanently deprived of its use.
Evidence of ownership
A document to evidence that the gadget you are claiming for belongs to you. This can be a copy of the till
receipt, delivery note, gift receipt or, if the gadget is a mobile phone, confirmation from your Network Provider
that the mobile phone has been used by you.
Gadget/s
The portable items insured by this policy, which were purchased as new by you. The items can be any of the
following; mobile phone (including iPhone), iPad, Tablet, satellite navigation unit, iPod, MP3 player, laptop,
camera, camera lenses, portable DVD player, portable gaming consoles, smartwatches, headphones,
phablets and most other portable consumer electronics.
Criteria: We can only insure gadgets that are:
Purchased as new in the UK with evidence of ownership; or
Purchased as refurbished in the UK direct from the Manufacturer or Network Provider with evidence of
ownership; or
Gifted to you as long as you are able to provide a Gift receipt or other evidence of ownership; and
Not more than 36 months old, at the time of policy purch
You, your
The person, who is named as the policyholder in the Insurance Certificate.
What is Covered
We will cover your gadgets up to a maximum sum per gadget depending on the level of cover you choose.
The maximum sum per claim can be found on your Insurance Certificate. A maximum of 2 claims can be
made in any 12 month period for the following:
1. Accidental Damage
We will pay repair costs if your gadget is damaged as the result of an accident. If your gadget cannot be
repaired, we will replace it.
2. Theft
If your gadget is stolen we will replace it. Where only part or parts of your gadget have been stolen, we will
only replace that part or parts.
3. Accidental Loss
If you lose your gadget we will replace it.
4. Breakdown
We will pay repair costs if your gadget is damaged as a direct result of electrical or mechanical breakdown
occurring outside of the manufacturers guarantee period. If your gadget cannot be repaired, we will replace
it. This cover is not available on laptops.
5. Liquid Damage
If your gadget is damaged as a result of accidentally coming into contact with any liquid, we will repair it. If it
cannot be repaired we will replace it.
6. Worldwide Cover
Your gadget is covered for up to 90 days abroad within any 12 month period. Replacement or repair can only
be dealt with once you are back in the UK.
7. Fraudulent Call Cover
If your mobile phone is accidentally lost or stolen and is used fraudulently, we will reimburse you for the costs
upon receipt of your itemised bill up to the maximum value of £2500.
What is Not Covered
Theft/loss
You will not be covered for theft or loss;
1. From any vehicle where you or someone acting on your behalf is not in the vehicle, unless the gadget
has been concealed in a closed boot, locked pannier, closed glove compartment or other closed
internal compartment and all the vehicle’s windows and doors closed and locked and all security
systems have been activated. A copy of the repairer’s account for damage in gaining entry to the
locked vehicle, or other evidence of damage must be supplied with any claim;
2. From any building or premises (including your home or workplace) unless force, resulting in damage to
the building or premises, was used to gain entry or exit. A copy of the repairer’s account for such
damage or other evidence of damage must be supplied with any claim;
3. When away from your home, or when in your home with invited guests / tradesmen or other people;
unless the gadget is concealed on or about your person when not in use, or it is stored in a locked
room or secured receptacle (such as a locked safe, locked locker or closed desk drawer;
4. Where the gadget has been left unattended when it is away from your home;
5. Where all available precautions have not been taken.
Accidental damage, Breakdown and Liquid Damage
You will not be covered for loss or damage caused by:
1. you deliberately damaging, intentionally leaving or neglecting the gadget;
2. you not following the manufacturer’s instructions;
3. the use of non-original accessories;
4. Repair or other costs for:
- routine servicing, inspection, maintenance or cleaning;
- loss caused by a manufacturer’s defect or recall of the gadget;
- repairs carried out that have not been approved by us;
- wear and tear or gradual deterioration of performance;
- cosmetic damage of any kind including scratches, dents and other visible defects that do not
affect safety or performance;
- any claim if the serial number has been deliberately tampered with in any way;
gadgets which have previously had repairs carried out by non-manufacturer approved repairers.
Conditions
1) Claim Settlement
1. The intention of this policy is to put you back in the same position as immediately prior to the loss or
damage. It is not a replacement as new policy. If the gadget cannot be replaced with an identical
gadget of the same age and condition, we will replace it with one of comparable specification or the
equivalent value taking into account the age and condition of the original gadget. We cannot guarantee
that the replacement gadget will be the same colour as the original item. Where an equivalent
refurbished item is not available, we will replace with new.
2. Repairs will be carried out using readily available parts. Where possible we will use Original parts but in
some cases, unbranded parts may be used. In the event that any repairs authorised by us under this
policy invalidate your manufacturer’s warranty, we will repair or replace your gadget for the remaining
period of your manufacturer’s warranty in line with your manufacturer’s warranty terms and conditions.
3. In the event of a valid claim resulting in the replacement of the gadget, this policy will automatically cover
the replacement gadget.
2) Claims conditions
i. You must inform the police within 48 hours of discovery of any incident relating to theft, accidental loss or
malicious damage, and obtain an incident report number. If the item is a mobile phone, you must also
report the incident to your airtime provider;
ii. You must provide us with details of the claim and any other contract, guarantee, warranty or insurance
that may apply to the loss including but not limited to household insurance. Where appropriate a rateable
proportion of the claim may be recovered direct from these insurers;
iii. You must provide evidence of ownership for your gadgets to support any claim, and any other receipts or
documents that it is reasonable for us to request. If you cannot provide evidence of ownership your claim
will not be valid;
iv. You must pay the policy excess before your claim will be processed;
v. You cannot transfer the insurance to someone else without notifying us in writing and receiving
confirmation from us.
WARNING:
We will process your claim under the terms and conditions of this insurance based on the first reason notified to
us for the claim. If your claim is not covered and you then submit a claim having changed the reason, we will
consider this as fraud. Details of all such cases will be passed to appropriate agencies for action.
Fraudulent Claims/Fraud
You must not act in a fraudulent way. If you or anyone acting for you:
• fails to reveal or hides a fact likely to influence whether we accept your proposal, your renewal, or any
adjustment to your policy;
• fails to reveal or hides a fact likely to influence the cover we provide;
• makes a statement to us or anyone acting on our behalf, knowing the statement to be false;
• sends us or anyone acting on our behalf a document, knowing the document to be forged or false;
• makes a claim under the policy, knowing the claim to be false or fraudulent in any way; or
• makes a claim for any loss or damage you caused deliberately or with your knowledge.
If your claim is in any way dishonest or exaggerated, we will not pay any benefit under this policy or return any
premium to you and we may cancel your policy immediately and backdate the cancellation to the date of
the fraudulent claim. We may also take legal action against you and inform the appropriate authorities.
Cancellation
1. Your right to change your mind.
If you decide that for any reason, this policy does not meet your insurance needs then please return it to
your Insurance Broker within 14 days from the day of purchase or the day on which you receive your
policy documentation, whichever is the later. On the condition that no claims have been made or are
pending, we will then refund your premium in full.
2. If you wish to cancel your insurance outside the first 14 days you can do so in writing to your Insurance
Broker, or by telephoning. Provided no claims have been made on the cover during the current period of
insurance, you will be entitled to a refund of the unused premium less a £15.00 administration charge.
3. We shall not be bound to accept renewal of any insurance and may at any time cancel any insurance
document by giving 14 days notice in writing where there is a valid reason for doing so. A cancellation
letter will be sent to you at your last known address. Valid reasons may include but are not limited to:
a) Where we reasonably suspect fraud
b) Non-payment of premium
c) Threatening and abusive behaviour
d) Non-compliance with policy terms and conditions
e) You have not taken reasonable care to provide complete and accurate answers to the
questions we ask.
Where our investigations provide evidence of fraud or a serious non-disclosure, we may cancel the policy
immediately and backdate the cancellation to the date of the fraud or the date when you provided us with
incomplete or inaccurate information, which may result in your policy being cancelled from the date you
originally took it out.
If we cancel the policy and/or any additional covers you will receive a refund of any premiums you have paid
for the cancelled cover, less a proportionate deduction for the time we have provided cover, unless the
reason for cancellation is fraud and/or we are entitled to keep the premium under the Consumer Insurances
(Disclosure and Representations) Act 2012.
General Exclusions
Cover will not be provided for;
1. Any gadget for which you cannot provide evidence of ownership. This must show the date of purchase,
make, model, IMEI/Serial number of your gadget. Gadgets must be less than 36 months old when the
policy is started;
2. The policy excess - in the event that you make a claim, an excess fee applies which must be paid to us
before your claim can be settled. This excess fee varies depending on the type of gadget you have
insured with us. The fees are set out below:
a) If your claim is for a gadget up to the value of £250 (when new) the excess fee is £25 for any claim.
b) If your claim is for a gadget between the values of £251 - £749 (when new) the excess fee is £50 for
any claim
c) If your claim is for a gadget over the value of £750 (when new) the excess fee is £75 for any claim.
3. Any expense incurred as a result of not being able to use the gadget, or any loss other than the repair or
replacement costs of the gadget;
4. Any claim made, or any event causing the need for a claim to be made, that occurs within the first 14
days of the inception date of the policy. If your gadget is less than 6 months old on the date you insure it,
then this clause does not apply and your cover begins immediately;
5. Loss of or damage to accessories of any kind;
6. Reconnection costs or subscription fees of any kind;
7. The cost of any unauthorised calls following the theft, accidental loss or damage of a mobile phone unless
the theft or loss of the mobile phone has been reported to the Service Provider within 24 hours;
8. Accidental Loss where the circumstances of the loss cannot be clearly identified, i.e. where you are
unable to confirm the time and place where you last had your gadget;
9. Any claim for a gadget where proof of usage cannot be provided or evidenced;
10. War Risk. Any direct or indirect consequence of war, civil war, invasion, acts of foreign enemies (whether
war be declared or not), rebellion, revolution, insurrection, military or usurped power, or confiscation,
nationalisation, requisition, destruction of or damage to property by or under the order of any
government, local or public authority.
11. Terrorism. Any direct or indirect consequence of terrorism as defined by the Terrorism Act 2000 and any
amending or substituting legislation.
12. Radiation. Any direct or indirect consequence of:
Irradiation, or contamination by nuclear material; or
The radioactive, toxic, explosive or other hazardous or contaminating properties of any
radioactive matter; or
Any device or weapon which employs atomic or nuclear fission or fusion or other comparable
reaction or radioactive force or matter;
13. Sonic Boom. Damage or destruction directly occasioned by pressure waves caused by aircraft or other
aerial devices traveling at sonic or supersonic speeds;
14. Electronic Data. Any consequence, howsoever caused, including but not limited to Computer Virus in
Electronic Data being lost, destroyed, distorted, altered, or otherwise corrupted. For the purposes of this
Policy, Electronic Data shall mean facts, concepts and information stored to form useable data for
communications, interpretations, or processing by electronic or electromechanical data processing or
other electronically controlled hardware, software and other coded instructions for the processing and
manipulation of data, or the direction and manipulation of such hardware. For the purposes of this Policy,
Computer Virus shall mean a set of corrupting, harmful, or otherwise unauthorised instructions or code,
whether these have been introduced maliciously or otherwise, and multiply themselves through a
computer system or network of whatsoever nature;
15. Any indirect loss or damage resulting from any event which caused a claim under this policy;
16. Liability of whatsoever nature arising from ownership or use of the gadgets, including any illness or injury
resulting from it;
17. Value Added Tax (VAT) where you are registered with HM Revenue and Customs for VAT;
18. Any gadget that is not less than 36 months old with valid evidence of ownership when the policy is started.
This insurance does not cover gadgets purchased outside of the UK, or any gadgets purchased second
hand;
19. Any claim for any gadget over the value of the maximum sum for the level of cover you choose. This can
be found on your Insurance Certificate.
