Home Emergency Cover

Terms and Conditions

You have entered into a contract of insurance with Inter Partner Assistance SA and a separate contract with HomeServe to arrange and administer the policy. This document represents the entire agreements of the parties on the matters in question, which will be subject to English Law and the parties submit to the non-exclusive jurisdiction of the English Courts.

Please read this document carefully, we do not wish you to discover after an incident has occurred that you are not insured. If you have any queries, please call HomeServe on 0800 408 9120.

DEFINITIONS RELATING TO THE INSURANCE AND ADMINISTRATION TERMS AND CONDITIONS

  1. Insured/You/Your: The policyholder and/or any member of the policyholder's family normally living at the property.
  2. Inter Partner Assistance SA/ We/Us/Our: Inter Partner Assistance SA, The Quadrangle, 106-118 Station Road, Redhill, Surrey, RH1 1PR.
  3. HomeServe: Homeserve Membership Ltd, Cable Drive, Walsall, WS2 7BN.
  4. Period of Insurance: From the commencement date (the date your application is accepted by us) for the period for which the premium has been paid.
  5. Property: Your principal permanent place of residence, comprising private dwelling, garage and outbuildings used for domestic purposes in the United Kingdom.
  6. Emergency: The result of a sudden and unforeseen incident at the property which immediately:
    1. exposes the insured or a third party to a risk to their health or;
    2. creates a risk of loss of or damage to the property and/or any of your belongings or;
    3. renders the property uninhabitable. This definition shall include damage to or breakdown of the Essential Services to the property and/or permanent and irreplaceable loss of all keys required to gain access to the property, but not outbuildings.
  7. Essential Services: Mains drainage to the boundary of the property, water, electricity and gas within the property and the main source of heating where no alternative exists and the service is immediately necessary to prevent an emergency.
  8. Emergency repairs: Work undertaken by an authorised contractor to resolve the emergency by completing a temporary repair.
  9. Temporary repair: A repair which will resolve an emergency but will need to be replaced by a permanent repair
  10. Permanent repair: Repairs and/or work required to put right the damage caused to the property by the emergency
  11. Approved contractor: A tradesperson authorised in advance by Inter Partner Assistance SA to carry out repairs.

COST OF COVER

The cost of cover is the total amount you pay as detailed in your policy documentation, which consists of the Arrangement and Administration Fee of £10.00 and the premium. The Arrangement and Administration Fee is the amount you pay for arranging and administering the cover, and the premium is the amount you pay for the insurance contract. These arrangements do not affect the amount that you pay for your cover or the service that you receive. References to “Home Service Cover” and “Cover” in all documents include services within both contracts.

ADMINISTRATION TERMS AND CONDITIONS

This cover is arranged and administered for you by Homeserve Membership Ltd, Cable Drive, Walsall, WS2 7BN, registered in England no. 2770612.

  1. HomeServe will arrange and administer your insurance cover and agree service standards for the delivery of the cover provided by the insurance. If the insurance does not provide the cover you need, you should return your policy summary to HomeServe at the FREEPOST address shown below (see number 6) within 28 days of the policy start date and your premium will be refunded in full, provided no claim has been made. Please note that your statutory cancellation rights, which begin at the end of the wait period and run for 14 days, are included within this wait period.
  2. The minimum period for which you may hold this policy is one year. HomeServe will arrange for collection of policy premiums in accordance with your instructions. If you fail to make a payment on the due date, your policy will be suspended immediately and during this period you will not be covered. HomeServe will notify you in writing within 5 working days if you fail to make a payment. If you do not pay in full within 30 days of the due date, your policy will be cancelled. Any outstanding payments will be requested and upon receipt of cleared funds your cover will restart.
  3. HomeServe reserve the right to cancel this policy by giving you at least 7 days notice at your last known address. If HomeServe cancel the policy, HomeServe will refund your premium for the remainder of the current policy period shown on your policy summary, unless a claim has been made.
  4. HomeServe will contact you in writing before your policy expires to arrange renewal of your policy. HomeServe also reserve the right to refuse renewal of any individual HomeServe policy.
  5. You are responsible for informing HomeServe of a change of your address so that cover can be transferred to your new property. Please send this information to HomeServe at the FREEPOST address shown below (see number 6).
  6. If you have a complaint relating to an administrative matter, please write to Customer Relations Department, HomeServe, Freepost RLYC-LXAL-GEEH, Walsall, WS2 7BN. In the unlikely event that you are not satisfied with the response from Home Service, you can ask us for details of the FOS (Financial Ombudsman Service).

INSURANCE TERMS AND CONDITIONS

The insurance is provided by Inter Partner Assistance SA, The Quadrangle, 106 - 118 Station Road, Redhill, Surrey, RH1 1PR. United Kingdom office, registered no. FC008998. Inter Partner Assistance SA is regulated by the Financial Services Authority (FSA) here in the UK and authorised by the CBFA in Belgium (their regulatory arm).

WHAT IS COVERED?

Section A - Domestic Emergency

  1. If you suffer an emergency at your property you should tell us on the emergency telephone on your terms and conditions. We will then:
    1. advise you how to protect yourself and the property immediately;
    2. organise and pay up to £300 including VAT, call-out, labour, parts and materials to carry out an emergency repair, or if at a similar expense, a permanent repair.
  2. In the event of the property becoming uninhabitable and remaining so overnight, we shall at your request arrange and pay up to £100 including VAT in total for:
    1. your overnight accommodation and/or;
    2. transport to such accommodation.
  3. No costs for repairs are payable under this insurance, unless we have been notified by you or a person calling on your behalf through the 24 hour claims service telephone number provided and have authorised an approved contractor in advance.
  4. You must quote your policy number when calling for help. You must produce the relevant identification on the demand of the contractor or our other nominated agent.

    WHAT IS NOT COVERED?

  5. Inter Partner Assistance SA provides the services and benefits described in these terms and conditions during the period of insurance for which you have paid the premium. But there are Conditions and Exclusions, which limit your cover. Please read them carefully to ensure this policy meets your needs. We do not wish you to discover after an incident has occurred that it is not insured.

    EXCLUSIONS

  6. The following events are excluded from the insurance:
    1. any leaking or dripping tap that requires re-washering or replacing, external overflows or replacement of cylinders, tanks, radiators and sanitary ware;
    2. external water supply pipes;
    3. failure of the boiler or the heating occurring in the months May to August inclusive;
    4. failure of boilers or heating systems that have not been inspected or serviced by a qualified person within the preceding twelve months;
    5. replacement of light bulbs and fuses in plugs;
    6. loss of keys for outbuildings, garages and sheds;
    7. vermin outside the main dwelling e.g . in garages and other outbuildings;
    8. breakdown or loss of or damage to domestic appliances or saniflow toilets and other mechanical equipment;
    9. boilers over 10 years old;
    10. burst or leaking flexible hoses or leaking washing appliances which are fitted with a stop tap;
    11. damage to boundary walls, hedges, fences or gates.
  7. We will not be liable for any of the following:
    1. loss or damage arising from circumstances known to you prior to the start date of this insurance;
    2. the cost of replacement parts due to natural wear and tear;
    3. loss or damage however caused to personal items such as paintings, electrical goods, jewellery, clothing, etc;
    4. loss or damage arising from disconnection or interruption of mains services by the deliberate act of the Utility Company concerned or any equipment or services which are the responsibility or property of the Utility Company;
    5. any cost relating to the attempted repair by you or your own contractor;
    6. any defect, damage or failure caused by malicious or wilful action, negligence, misuse, third party interference or faulty workmanship, including any attempted repair or modification which does not comply with recognised industry standards;
    7. any emergency in a property that has been unoccupied for more than 30 consecutive days;
    8. any loss arising from subsidence caused by bedding down of new structures, demolition or structural repairs or alterations to the property, faulty workmanship or the use of defective materials, or river or coastal erosion;
      1. any loss or damage arising as a consequence of:
      2. war, invasion, act of foreign enemies, terrorism, hostilities (whether war is declared or not), civil war, rebellion, revolution, insurrection, coup, riot or civil disturbance;
      3. ionising radiation or contamination by radioactivity from any nuclear fuel or from any nuclear waste from combustion of nuclear fuel, the radioactive, toxic, explosive or other hazardous properties of any explosive nuclear assembly or its nuclear component.
    9. any loss, injury, damage or legal liability arising directly or indirectly from, or consisting of the following: the failure or inability of any equipment to correctly recognise or interpret data representing any date, in such a way that it does not work properly at all.

    INTER PARTNER ASSISTANCE SA - A PROMISE OF SERVICE

  8. We wish to provide you with a high standard of service. Very occasionally we receive complaints which we investigate at once, and every effort is made to resolve them to your satisfaction. If you have a complaint please write to the Customer Relations Department, Homeserve, Freepost RLYC-LXAL-GEEH, Walsall, WS2 7BN. If your complaint relates to the service you experienced as a result of a claim, and you feel that the matter has not been resolved satisfactorily, you may escalate your complaint to the General Manager of Inter Partner Assistance SA, The Quadrangle, 106-118 Station Road, Redhill, Surrey, RH1 1PR. In the unlikely event that you are not satisfied with the response from Inter Partner Assistance SA, you can ask us for details of FOS (the Financial Ombudsman Service).

    GENERAL CONDITIONS

  9. If any loss, damage or expense covered under this insurance policy is also covered by any other insurance or maintenance contract, we will not pay more than our fair share (rateable proportion) of any claim.
  10. This insurance does not cover normal day to day maintenance at your property, which you should do. Nor does it pay for replacing items, which wear out over a period of time.
  11. You must co-operate with us in obtaining reimbursement of any costs we incur under the terms of this cover, which may have been caused by the action of a third party against whom you have a legal right of action.


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0800 0722 999, quoting A001R, you can also use our Call-Back request form.