Pay As You GoHome Contents Insurance

Peace of mind at an affordable cost

Policy Document

Useful Addresses

The Insurance Broker and AdministratorThistle Insurance Services LtdOakwoodGrove Park Industrial EstateWaltham RoadWhite WalthamMaidenheadSL6 3LW

Tel: 0845 601 7007 or 01628 586187

This document is available in large print and braille if required.

The Crystal Insurance Scheme is a product name arranged and administered by ThistleTenant Risks.  A trading style of Thistle Insurance Services Ltd.  Lloyds Broker.  Authorised and Regulated by the Financial Conduct Authority.  A JLT Group Company.Registered Office: The St Botolph Building, 138 Houndsditch, London, EC3A 7AW. Registeredin England No 00338645. VAT No. 244 2321 96.

Allianz Insurance plc. Registered in England number 84638. Registered Office: 57 Ladymead, Guildford, Surrey GU11DB, United Kingdom. Allianz Insurance plc is authorised by the Prudential Regulation Authority and regulated bythe Financial Conduct Authority and the Prudential Regulation Authority. Allianz Insurance plc is on the Financial

Services Register, registration number 121849.

104436_CRYSTAL(V3+ext) TCI 2013_11/13

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Page

Household contents insurance ....................................................2

Legal Helpline ..................................................................................2

Definition of terms..........................................................................3

Policy cover ......................................................................................5

How we settle your claims ........................................................19

General exclusions ........................................................................20

General conditions........................................................................21

Claims procedure ..........................................................................23

Complaints procedure ................................................................24

Useful addresses ..............................................Inside back cover

Contents

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We will pay for any loss, damage, injury, costs or legal responsibility covered by this policy,arising from events happening during any period of insurance as long as you have paid andwe have accepted your premium.

The basis of this contract is the information which you have supplied, including thedeclaration which you have checked and signed to confirm the information you haveprovided is correct.

Changes to your circumstances

Please tell the administrator immediately if there are any changes to your circumstanceswhich could affect your insurance. For example, please tell us if you:

● change your address;

● will be leaving your home unoccupied for more than 60 days; and

● are extending your home or adding to your belongings.

If your circumstances change and you do not tell us, you may find that you are not coveredif you need to claim.

Financial Services Compensation Scheme

If Allianz is unable to meet its liabilities you may be entitled to compensation under theFinancial Services Compensation Scheme (FSCS). Further information about compensationscheme arrangements is available at www.fscs.org.uk, by emailing enquiries@fscs.org.uk orby phoning the FSCS on 0800 678 1100 or 0207 741 4100.

Legal Helpline - 0870 241 4140You are entitled to use our Lawphone service which gives you advice on any personal legalmatter. This service is available 24 hours a day, 365 days a year. The advice you get fromLawphone will always be according to the Laws of Great Britian and Northern Ireland. We may record the calls to protect you.

When calling, please say that you are an Allianz Insurance plc customer and quote schemenumber 36652. You will then be asked for a brief summary of the problem and these detailswill be passed on to an advisor who will return your call.

This insurance does not cover your property against everything that can happen.Read the policy carefully and query everything you do not understand.Keep this policy booklet in a safe place.

Household contents insurance

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We have defined below words or phrasesused throughout this policy. To avoidrepeating these definitions, please note thatwhere these words or phrases appear, theyhave the precise meaning described belowunless otherwise stated.

Accidental damageDamage caused suddenly and by externalmeans. This definition does not includedamage caused by wear and tear, anygradually operating cause or faulty design orfaulty materials.

British IslesGreat Britain, Isle of Man, Channel Islandsand Northern Ireland.

Company/Insurer/We/Our/UsAllianz Insurance plc.

ContentsHousehold goods and personal property,personal money and valuables:

● belonging to or looked after by you oryour family

● kept in your Home or in the openinside the boundaries of the landbelonging to your Home.

‘Contents’ does not include:● permanent fixtures and fittings, property,

money or credit cards used for businesspurposes

● property insured under any other policy

● documents unless stated in Section N

● any living creature.

● lottery tickets and raffle tickets

Also it does not include:

● aircraft, hovercraft and watercraft

● mechanically propelled or assisted vehiclesof all types (other than wheelchairs anddomestic gardening machines such aslawn mowers)

● caravans

● trailers

● trailer tents

● the parts and accessories of any of theabove.

Contents sum insuredThe amount shown in your schedule torepresent the full cost of replacing yourContents as new, less an amount for wear,tear and loss of value on clothing andhousehold linen.

Credit CardsCredit, charge, cheque guarantee, bank,debit and cash cards.

ExcessThe first part of any claim which you mustpay.

HomeYour Home and its domestic outbuildings(such as sheds) and garages at the addressshown in the Application Form.

Insured/Insured Person/You/YourThe person(s) named in the Schedule, theirdomestic partner and members of theirfamily(ies) permanently living withhim/her/them.

LandThe land belonging to your Home.

LandslipDownward movement of sloping ground.

Definition of terms

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Personal MoneyCash, bank or currency notes, cheques,traveller's cheques, postal or money orders,saving stamps and certificates, travel tickets,luncheon vouchers, current stamps (at theirface value only) and gift tokens.

Personal PossessionsClothing and other items designed to beworn or normally carried and belonging toyou or your family but not:

a. sports equipment whilst in use

b. contacts or corneal lenses

c. household goods or domestic appliancesor

d. items held or used for professionalbusiness or employment

e. musical instruments used professionally orsemi-professionally

StormStrong winds in excess of 47 knots (54 MPH)that may be accompanied by heavy rain of25mm or more, snow or sleet.

SubsidenceDownward movement of the groundbeneath the buildings (other than by theaction of made up ground settling or bystructures bedding down within 10 years ofconstruction).

TerrorismThe use of biological and/or chemical and/ornuclear means by any person or group(s) ofpeople whether acting alone or on behalf ofor in connection with any organisation(s) orgovernment(s) committed for political,religious, ideological or similar purposesincluding the intention to influence anygovernment and/or to put the public or anysection of the public in fear.

Unoccupied

Not furnished adequately for normaloccupation.

Furnished for normal occupation but has notbeen lived in for more than 60 consecutivedays.

Valuables

Jewellery, gold, silver, precious metals, clocksand watches, coins, medal and stampcollections, works of art and furs.

Wheelchairs

Wheelchairs, powerchairs and mobilityscooters which are not licensed to use on theroad and cannot exceed speeds of 8mph.

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What is covered

Section AThe basic coverLoss of or damage to your Contents whilethey are in your Home caused by thefollowing.

1. Fire, explosion, lightning or earthquake.

2. Smoke.

3. Riot or other civil disorder, or labourdisputes.

4. Malicious damage.

5. Storm or flood.

6. Water or oil leaks from any fixedheating or domestic water equipment,washing machines, dishwashers or fishtanks.

What is not covered

No excess applies.

Damage caused over a period of time.

Damage caused over a period of time.

Loss or damage caused:● by people to whom you have given

permission to be in your Home

● by you, your family and other peopleliving at the property.

● while your Home is unoccupied.● Loss or damage arising from the malicious

erasure, distortion or misfiling of anycomputer software, data or files unlessthe contents are damaged by the samecause at the same time.

● Loss or damage caused by frost.● Loss or damage in cellars and basements

due to a rise in the water table● Anything that happens over a period of

time

Damage:● caused while your Home isunoccupied

● to the equipment or appliance itself.

Loss of oil and metered water.

Policy Cover

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What is covered

7. Theft or attempted theft.

8. Being hit by aircraft or anythingdropped from them.

9. Being hit by:

a. vehicles;

b. animals; or

c. falling trees or branches

10. Television, satellite and radio receivingaerials and aerial fittings breaking orcollapsing.

11. Subsidence or movement of the siteon which your Home stands, or landslip.

What is not covered

Theft or attempted theft which does notinvolve force and violence to get into or outof your home while it is lent, let or sublet.

Loss or damage:● caused by deception unless this was used

to gain entry into your home● caused after your home has been left

unfurnished or unoccupiedAny amount over £2,000 for loss or damageto contents caused by theft or attemptedtheft from outbuildings that form part ofyour home.

● Loss or damage caused by domestic pets.● Loss or damage caused by felling or

lopping trees.

Damage to the aerial, fitting or mast itself.

Damage caused by:● the coast or river bank being worn

away

● bad workmanship or the use of faultymaterials

● demolition, or by building work on yourHome

● the movement of solid floors, unless thefoundations of the external walls of yourHome are damaged by the same causeand at the same time.

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What is covered

Section BBreakage of glass and mirrorsAccidental breakage of mirrors, and ceramichobs on cookers which are not built in, andfixed glass in furniture in your Home.

Section CDamage to electrical equipmentAccidental damage to televisions (includingsatellite dishes, decoders and televisionaerials fixed to your Home), homecomputers, and home entertainmentequipment in your Home.

Section DHousehold removal Accidental loss of or damage to Contentswhile they are being moved by a professionalremoval contractor direct between your oldHome to your new address in the BritishIsles.

What is not covered

Breakage caused while your Home isunoccupied.

Damage to:● items designed to be carried, including

video cameras, camcorders, gamesconsoles, and portable computers

● records, films, tapes, cassettes, discs,cartridges, styli, or computersoftware.

Damage caused:● by wear and tear● by the failure to correctly recognise or

process any calendar date.● by computers or anything electrical,

electronic or mechanical not workingproperly or breaking down

● by cleaning, repair, restoration or useagainst the manufacturers' instructions

● while your Home is unoccupied.● by domestic pets● arising from the malicious erasure,

distortion or misfiling of any computersoftware, data or files.

Loss of or damage to:● china, glass, earthenware and brittle

items, unless they have been packedby a professional packer

● Contents in storage.Loss or damage:● caused by scratching, denting or

bruising● insured under another policy.Loss of personal money.

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What is covered

Section EContents temporarily removedLoss of or damage to Contents temporarilytaken from your Home, but still in theBritish Isles, caused by the following:● circumstances set out in Section A the

basic cover but not including theft.Theft of Contents:● while being carried directly between

a bank or safe deposit and your Home● from any building other than yourHome.

Section FLoss of rent and temporaryaccommodationUp to 20% of the Contents sum insured for the rent you lose and for the reasonable costs of temporaryaccommodation (including putting pets inkennels) if your Home cannot be lived inbecause of loss or damage insured bySection A the basic cover.

Section GTheft or Loss of KeysReplacement and installation of locks for outside doors or windows and alarms for your Home if keys are lost or stolen.

What is not covered

Loss of or damage to Contents:● for sale, or away on exhibition or in a

furniture depository

● in the open, caused by storm, floodor malicious damage

● while temporarily living away fromHome as a student

● by theft, unless force was used toget into or out of the building.

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What is covered

Section HFrozen FoodsLoss of or damage to food in a freezer inyour Home caused by a breakdown or riseor fall in temperature in the freezer.

Section ITenant's responsibilityUp to 20% of the Contents sum insured fordamage to your landlord's fixtures andfittings which you are legally responsible foras a tenant, caused by the circumstances setout in Section A, the basic cover.

Up to £2,000 for damage to fixed items orhome improvements you make as a tenant,caused by the circumstances set out inSection A, the basic cover.

We will also pay for accidental damage tofixed glass in windows and to doors,fanlights, skylights, splashbacks, fixedsanitary ware and underground services toyour Home which you are legallyresponsible for as a tenant.

Section JLoss of metered water and oilUp to £1000 for loss of metered water or domestic heating oil after accidentaldamage to fixed domestic heating or waterequipment in or on your Home.

What is not covered

Loss or damage to food in a freezer whereproof of purchase cannot be validated byreceipts, other evidence of purchase orphotographic evidence.

Damage caused if the gas or electricitysupplier deliberately cuts off the supply toyour Home.

Loss or damage caused while your Home isunoccupied.

Loss or damage caused while your Home isunoccupied.

What is covered

Section KContents in the openUp to £500 for loss of or damage toContents not kept in your Home but stillinside the boundaries of the land, caused bycircumstances set out in Section A, the basiccover.

Section LWedding GiftsLoss or damage to gifts bought for awedding or religious festival caused bycircumstances set out in Section A, the basiccover.

We will increase the Contents sum insuredby £1,500 for one month before and onemonth after each special occasion, such asChristmas, Weddings, Civil Religious festivalsto cover presents bought or received for thatoccasion.

Section MStudents Personal BelongingsStudents personal belongings up to £2,500for loss or damage caused by thecircumstances set out in Section A, the basiccover whilst a member of your family isliving away from home & while at college oruniversity.

What is not covered

Loss of or damage to trees, shrubs, plants,garden produce or pedal cycles.

Any theft or attempted theft which does notinvolve force or violence to get into or out ofthe building.

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What is covered

Section NReplacing DocumentsWe will pay up to £1000 for the cost ofreplacing deeds, bonds, share certificates orsimilar private documents if they are lost ordamaged by any of the causes listed inSection A, basic cover while in Your Home orlodged with a bank or solicitor.

Section OOccupiers' and personal responsibilityWe will insure you and your family for upto £2,500,000 (for any one cause) againstlegal responsibility for:● the accidental death, bodily injury,

illness or disease of any person

● accidental damage to property.

This cover applies if this happens during thepolicy period anywhere in the British Islesor during a temporary visit anywhere in theworld.

Also, if we have accepted your claim wewill pay your legal defence costs andexpenses once we have agreed them withyou.

If you die, we will insure your legalrepresentative under the terms of this sectionfor any legal responsibility which you andyour family may have.

We will pay up to £5,000,000 for anyincident involving liability to domesticemployees plus any other reasonable costs,expenses and solicitor’s fees which you orany member of your family have to pay, aslong as we agree by letter.

What is not covered

We will not pay for negotiable sharecertificates or negotiable bonds.

Claims based on the following:● accidental death, bodily injury, illness

or disease suffered by you or yourfamily

● damage to property which belongs toyou or your family or to a domesticemployee, or which they are looking after

● the ownership of your Home and anyother buildings or land. Any profession,business or employment carried outby you or your family.

● the ownership, use or possession ofmechanically propelled or assisted vehiclesof all types, including caravans, trailers orlifts, but not including;- domestic gardening machinery such aslawn mowers or,

- wheelchairs if the appropriate premiumhas been paid and schedule states thatwheelchair cover is included.

● the ownership or use of aircraft orwatercraft unless they are models orhand-propelled

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What is covered

Section PCourt awards which have not been paidUp to £1,000,000 for a court award to youor your family which has not been paid toyou within three months from the date of theaward. This cover applies:● to awards for accidental death, bodily

injury, illness or disease or accidentaldamage to property of the typeinsured in Section M

● if we agree that you cannot get themoney awarded by the court

The award must be made by a court in theBritish Isles and must not be being appealedagainst.

What is not covered

● any medical condition which isdirectly or indirectly to do with HIV(Human Immuno-deficiency Virus) orany HIV-related illness, includingAcquired Immune DeficiencySyndrome (AIDS) or medicalconditions related to it, however they may be caused

● the ownership or possession of ananimal which any section of theDangerous Dogs Act 1991 (or anychange to the Act) applies to

● an award made by a court outsidethe British Isles

● any agreement or contract, unless youwould have been legally responsiblewithout the agreement or contract.

What is covered

Section QCompensation if you or your spouse orpartner diesWe will pay this if you or your spouse orpartner have a fatal injury because of:● an accident, an assault or a fire

happening in your Home or insidethe boundaries of the land

● an accident in a passenger train, a busor a taxicab licensed for and availableto hire, in which you or your spouseor partner is a paying passenger

● an assault in the street.We will pay compensation as long as the death happens within 90 days of the injury.

Section RVisitors personal possessionsUp to £500 for loss of or damage to visitorspossessions caused by the circumstances setout in Section A, the basic cover.

Section SEmergency AccessUp to £500 for loss or damage to yourHome that you are legally responsible forcaused by forced entry to your Home byauthorities in the event of a medicalemergency.

What is not covered

● accidents or events happeningoutside the British Isles

● more than £7,500 for you, or yourspouse or partner.

Property more specifically insured by anotherinsurance policy.

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What is covered

Section TThis cover does not apply unless theappropriate additional premium has been paid and the schedule states thatextended accidental damage cover is included.

Accidental Damage Extension CoverAccidental damage to Contents while they arein your Home.

What is not covered

Damage specifically excluded under Section A.

● Contents not inside your home.● Contact lenses.● Contents insured under Section HLoss or damage:● whilst your home is lent, let or sublet.● Loss or damage caused by the action of

made up ground settling or by structuresbedding down within 10 years ofconstruction.

● caused by wear and tear● caused by rot, mildew, rust, corrosion,

insects, woodworm, vermin, dyeing,cleaning, repair or renovation.

● caused by electronic, electrical ormechanical breakdown or failure.

● Loss or damage to computer discs,software, flash drives, memory sticks,records, cassettes, tapes or loss ofrecording.

● Loss or damage arising from the maliciouserasure, distortion or misfiling of anysoftware, data or files.

● caused by faulty design, plan, specification,materials or workmanship.

● which happens gradually, or loss of value.● caused by overwinding and damage to the

inside of watches or clocks.● caused by domestic pets if they are owned

by you.Damage to:● to portable hot tubs whilst being installed

or moved.● caused deliberately by you● while your house in unoccupied.

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What is covered

Section T (cont.)

Section U This cover does not apply unless theappropriate additional premium has beenpaid and the schedule states that personalpossessions cover is included.

Personal PossessionsUp to amount shown in your schedule forloss, theft or damage to your PersonalPossessions inside your Home or anywherein the British Isles, subject to the limits andexclusions and general conditions of thepolicy.

What is not covered

● items of porcelain, china, earthenware orstone or items made of similar brittlematerials whilst being used or handled.any one claim is limited to £500 per item.

● clothing● food or drink● Items that have gone missing or that

cannot be found

Any one claim is limited to £500 per item.

Loss or damage● caused by wear and tear● caused by rot, mildew, rust, corrosion,

insects, woodworm, vermin, dyeing,cleaning, repair or renovation.

● caused by electrical or mechanicalbreakdown or failure.

● caused by faulty design, faulty plan, faultyspecification, faulty workmanship or faultymaterials.

● caused by gradual deterioration or loss ofvalue.

● caused by overwinding and damage to theinside of watches or clocks.

● to musical instruments caused byatmospheric conditions or very hot or verycold temperatures.

● caused by theft or attempted theft fromany unattended vehicle unless all windowsand sunroofs are securely closed and alldoors and the boot are locked. Personalpossessions must be completely hiddenwithin the vehicle in a glove compartment,locked luggage compartment or lockedboot.

● to skiing or underwater equipment whileyou are using it.

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What is covered

Section U (cont.)

Section V This cover does not apply unless theappropriate additional premium has beenpaid and the schedule states that gardenhuts, garages & greenhouses cover isincluded.

Garden huts, garages & greenhouses

Up to amount shown in your schedule forloss or damage to garden huts, garages andgreenhouses, that form part of your homeand are your responsibility, caused by eventsshown in Section A of the policy wording

What is not covered

● to sports equipment whilst in use.● to audio, communication or navigational

equipment unless it is designed to beportable and it has an independent meansof operation and power source.

● to musical instruments that are usedprofessionally or semi-professionally.

Theft of pedal cycle accessories unlessstolen with the cycle.Theft of a pedal cycle unless a lockingdevice is used to secure the cycle when itis left unattended elsewhere than at yourhome.

Loss or damage caused by the exclusionslisted under Section A of the policy wording

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What is covered

Section W This cover does not apply unless theappropriate additional premium has beenpaid and the schedule states thatwheelchair cover is included.

Wheelchairs

Up to the amount shown in your schedulefor loss or damage to wheelchairs(including personal responsibility cover asdescribed in Section O) which are owned byyou or a member of your family or forwhich you are responsible, inside yourhome or anywhere in the British Isles,subject to the limits and exclusions andgeneral conditions

What is not covered

Loss or damage caused by● wear or tear or gradual deterioration

● electronic, electrical or mechanicalbreakdown or failure

● corrosion, repair or refurbishment

● faulty design, faulty materials or faultyworkmanship

● domestic pets

● confiscation or detention by customs orother official bodies

● theft or attempted theft from anyunattended vehicle unless all windows andsunroofs are securely closed and all doorsand the boot locked.

● any amount over £1,000 for theft or attempted theft from any unattendedvehicle

Loss or damage to accessories and batteries

Loss or damage in your home when yourhome has been unoccupied for longer thanconsecutive 60 days

Items still covered under a warrantyagreement

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What is covered

Section X This cover does not apply unless theappropriate additional premium has beenpaid and the schedule states that hearing aidcover is included.

Hearing Aids

Up to the amount shown in your schedulefor loss or damage to hearing aids which areowned by you or a member of your familyor for which you are responsible, insideyour home or anywhere in the British Isles,subject to the limits and exclusions andgeneral conditions

What is not covered

Loss or damage caused by● wear or tear or gradual deterioration

● electronic, electrical or mechanicalbreakdown or failure

● corrosion, repair or refurbishment

● faulty design, faulty materials or faultyworkmanship

● domestic pets

● confiscation or detention by customs orother official bodies

● theft or attempted theft from anyunattended vehicle unless all windows andsunroofs are securely closed and all doors and the boot locked.

● Any amount over £1,000 for theft or attempted theft from any unattendedvehicle

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How we settle your claims

As long as the Contents sum insured is not less than the full replacement cost when the lossor damage happens, we will at our option settle your claim in one of the following ways:● we will replace the item (or items) as new (except for clothing and household linen, wherewe will make a deduction for wear, tear and loss of value)

● or we will pay the cost of repairing items which can be economically repaired

● or we will pay the cost of replacing items as new (except for clothing and

household linen, where we will make a deduction for wear, tear and depreciation).The full replacement cost is the cost of replacing all Contents as new, less an amount forwear, tear and depreciation on clothing and household linen.

For any one claim, we will not pay more than:

● one third of the Contents sum insured or £5,000, whichever is more, forvaluables

● £1,500 for any single valuable

● £250 for Personal Money

● £500 for each Credit Card.

● £1,000 for legally downloaded audio/visual files, disks or record disks of any kind to dowith home entertainment equipment

● £2,000 in respect of theft from outbuildings (such as sheds) and garages.

We will not reduce the Contents sum insured by the amount of any claim.

Matching items

We will not pay the cost of replacing an undamaged item (or part of it) just because it is partof a set or suite, or because it is one of a number of items of similar type, colour or design.

Underinsurance

The total amount insured is declared by the insured to represent the cost of replacement asnew less an adjustment for wear and tear for clothing and household linen.

Where the above declaration is not complied with, due allowance for wear, tear anddepreciation in value will be taken into account in arriving at the amount payable in respectof all property lost, destroyed or damaged.

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This policy does not cover

1. Any loss, damage, legal responsibility or injury directly or indirectly caused or contributedto, by the following:

A War risks. War, revolution or any similar event.

B. Sonic bangs. Pressure waves made by aircraft flying at or above the speed ofsound.

C. Radioactive contamination. Ionising radiation or radioactive contamination fromnuclear fuel or from nuclear waste from burning nuclear fuel. The radioactive,poisonous, explosive or other dangers of any nuclear equipment or a part of it.

D. Loss in value. Loss in value of any property due to its repair or replacement.

E. Pollution. Pollution or contamination of any sort and however it is caused. Anyloss, damage or injury directly or indirectly caused by the pollution orcontamination.

2. Any loss (including loss of value) of, or damage to, the Land, or any part of the Land,belonging to your Home.

3. Damage to any property or appliance caused by or resulting from the failure of thatproperty or appliance or any part of it (whether belonging to you or not) correctly torecognise or respond to any date whether occurring before, during or after the year2000.

4. TerrorismLoss or destruction of, or damage to, any property or any direct or indirect loss, or anylegal liability directly or indirectly caused by or contributed to or arising from or any actiontaken in controlling, preventing, suppressing or in any way relating to the act ofTerrorism.

In any action suit or other proceedings where We allege that by reason of this exclusionany loss or destruction of, or damage to, any property or any legal liability cost orexpense is not covered by this Policy the burden of proving that such loss, destruction,liability cost or expense is covered will be upon You.

This exclusion shall apply regardless of any other cause or event contributing concurrentlyor in any other sequence to the loss.

In the event that any portion of this exclusion is found to be invalid or unenforceable theremainder will remain in force and effect.

This exclusion does not apply in respect of liability to domestic employees under SectionO Occupiers’ and Personal responsibility.

General Exclusions

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1. Reasonable careYou must do what you can to prevent accidents, loss or damage, and you must lookafter the insured property properly.

2. Reflection periodYou may cancel this Policy within 14 days of the date you receive it. You can do this bycontacting us at the address shown at the back of this policy. If you choose to do this,you are entitled to a refund of the premium you have paid for this insurance. We willonly charge a pro-rata premium except where an incident has occurred which may giverise to a total loss claim, in which case the full annual premium may be payable to us. Ifyou do not cancel the policy within the reflection period you may still cancel the policysubject to General Condition 3.

3. CancellationWe can cancel this policy by giving seven day’s notice in writing. You may cancel thispolicy by giving us notice in writing.

Where an incident has occurred which may give rise to a claim the full premium may bepayable to us. If the amount due when you cancel the policy is more than the amountyou have paid, you must pay the difference.

4. PremiumIf you cancel your cover after you have made a claim, you will have to pay us the fullannual premium and we can deduct this from what we pay you for the claim. In anycase, if you cancel your cover, you will have to pay us a proportion of the premium forthe period of cover we gave you.

5. Other insurancesIf any accident, loss or damage covered by this policy is insured by another policy, we willonly pay our share of any claim.

6. FraudWe will not pay any money under this policy if you make a false claim or if you, oranyone acting for you, use fraud when making a claim.

7. How to make a claima. Loss of or damage to property

If your property is lost or damaged and you are likely to make a claim, you must dothe following:

● immediately tell the police about any theft, attempted theft, malicious damage,vandalism or loss of property

● tell us as soon as reasonably possible and give us full details and the proofwe ask you for. You must pay any costs.

General Conditions

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● do what you can to reduce loss or damage, and do what you can to get back

lost property and find out who stole it, if it was stolen● within 7 days of loss of or damage to your property by riots, civil disorder,

labour disputes or malicious people you must give us– a written claim– the relevant documents together with any details we may reasonably ask you for

– details of any other insurance covering the injury, loss or damage.

You must pay any costs for getting and giving us these documents.

b. Legal responsibilityIf you are likely to make a legal responsibility claim, you must:

● tell us immediately and as soon as possible, give us full details and the helpwe ask you for

● immediately send us any letter, writ, summons or other legal document sent toyou or your family without answering it

● not negotiate, pay, settle, admit or deny any claim without our writtenpermission.

8. How we deal with your claima. If you make a claim, we may do the following:● we may go into and inspect the building where the loss or damage happened and

take charge of any damaged property. You may not leave any property for us totake charge of

● we may take over the defence or settlement of any claim made against you or anyother insured person by anyone else. There must be no negotiation, admission ofresponsibility or any promise, offer or payment without our permission

● we may take over any legal proceedings in your name for our benefit, to getcompensation or to defend any legal proceedings against you.

b. Recovery of lost or stolen property● If you get back any lost or stolen property, you must write to let us know as soon as you

can by recorded delivery.● If you get back the property before we pay the claim, you must keep it and we will then

pay for any damage.● If you get back the property after we pay the claim, it will belong to us but you will

be able to keep it and pay us backc. You must● fill in the claim form and send it to the address shown on the claim form as soon

as possible. You must send it to us within 60 days of the event otherwise it mayaffect the way we deal with your claim and the amount we may pay you.

● not get rid of any damaged items until they have been inspected by loss adjusters.● provide proof of ownership for the item subject of the claim

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Claims Procedure

As soon as you discover any loss or damage for which you wish to claim, you should:

● Take any emergency action necessary to protect your home from any further damage(e.g. switch off the gas/water).

● Contact your Landlord or the Administrators for a claim form. Their number can be found onthe inside of the back cover of this booklet.

● For most incidents a claims investigator will come and visit you to inspect any damage and helpyou deal with the claim.

● Immediately report any theft, attempted theft, malicious damage, vandalism or loss of propertyto the police and obtain a crime reference number.

● If another party makes a claim against you for damage to their own property, you shouldimmediately contact the claims helpline. Any letters or documents you receive should not beanswered, send them direct to us.

● Please do not dispose of damaged items before we have had the opportunity to inspect them.

● Please have the details of your policy and in particular your policy number ready to help yourenquiry to be dealt with speedily.

9. Law and language of this policyUnless we agree otherwise: a) the language of the policy and all communications relating to itwill be English; and b) English Law will apply to this contract of insurance.

10. ArbitrationIf we accept your claim but you do not agree with the amount we will pay you, we will refer the matter to an arbitrator chosen by you and us. You cannot take anyaction against us until you and we have received the arbitrator’s final decision.

24

Complaints Procedure

Our aim is to get it right, first time, every time. If we make a mistake we will try to put it rightpromptly.

We will always confirm to you the receipt of your complaint within five working days and doour best to resolve the problem within four weeks. If we cannot we will let you know when ananswer may be expected.

If we have not sorted out the situation within eight weeks we will provide you withinformation about the Financial Ombudsman Service:

If you have a complaint, please contact our Customer Satisfaction Manager at:

Allianz Insurance plc2530 The QuadrantAztec WestAlmondsburyBristolBS32 4AW

Phone: 0800 072 4760Fax: 01483 529 717Email: allianzretailcomplaints@allianz.co.uk

Using our complaints procedure or referral to the Financial Ombudsman Service does not affectyour legal rights.