First Direct Home Insurance

Building

your cancellation rights
You have a statutory right (under the Financial Services Authority rules) to cancel your policy during a period of 14 days from the day of purchase of the contract or the day on which you receive your policy documentation, whichever is the later.
If you wish to do so and the insurance cover has not yet commenced, you will be entitled to a full refund of the premium paid.
Alternatively, if you wish to do so and the insurance cover has already commenced, you will be entitled to a refund of the premium paid, subject to a deduction for the time for which you have been covered. This will be calculated on a pro-rata basis for the period for which you received cover and will include an additional charge to cover the administrative cost of providing the policy.
To exercise your right to cancel, please contact Norwich Union, Home Insurance Service Centre on 0845 300 6031.
If you do not exercise your right to cancel your policy, it will continue in force and you will be required to pay the premium.
For your cancellation rights outside the statutory cooling off period, please refer to the General Conditions section of your policy booklet.
administration charge
We reserve the right to apply an administration charge of up to £10 (subject to insurance premium tax where applicable) for any adjustments you make to your policy.

section 7 - extra accidental damage cover for buildings
This section only applies when shown in your schedule.
We will provide cover for all other accidental damage or destruction of the buildings not covered by section 6 of this policy.
We will not cover:
- the excess shown in the schedule
- loss or damage caused by wear and tear, settlement and shrinkage, vermin, insects, fungus, weather conditions, or any damage which happens gradually;
- loss or damage caused directly by your pet animals or your pet birds;
- loss or damage caused by faulty materials or design, or poor workmanship;
- loss or damage after building alterations, renovations, extensions or repairs;
- loss or damage excluded in other parts of the buildings section;
- maintenance and normal redecoration costs; or
- loss or damage caused by subsidence, heave or landslip.

section 6 - buildings
This section only applies when shown in your schedule.
part A
the buildings
We will provide cover for loss of or damage to the buildings caused by the following.
9. Subsidence, heave or landslip of the land on which the buildings stand.
We will not cover:
- the excess shown in your schedule;
- damage to swimming pools, hard courts, terraces, patios, drives, footpaths, walls, gates, fences or hedges, unless we also accept a claim for similar damage to your home;
- damage if you know that any of the property on the site has already been damaged by land movement and you have not told us about it;
- damage caused by riverbank or coastal erosion;
- damage to solid floors caused by materials settling, faulty materials or poor workmanship;
- damage caused by normal settlement or shrinkage, or by newly made-up ground moving;
or
- damage caused by chemicals or chemical reaction.

section 6 - buildings
This section only applies when shown in your schedule.
part A
the buildings
We will provide cover for loss of or damage to the buildings caused by the following.
5. a) Water escaping from water tanks, pipes, fixed equipment or fixed heating installations.
b) Water freezing in tanks, equipment or pipes.
We will not cover:
- loss or damage caused by chemicals or chemical reaction;
- loss or damage while your home is unoccupied or unfurnished for more than 30 days in a row;
or
- subsidence, heave or landslip caused by escaping water.

how to get help?
claims service
If you want to make a claim under this policy, or need to use our Domestic Helpline, call us on 0845 300 6032.
Our incident managers offer help and advice 24 hours a day, 365 days a year. There's no need to fill out a claim form or get estimates, we'll take care of all the arrangements and, provided the incident is covered, settle the bill (apart from the excess) directly with the supplier. On occasions we may be unable to give immediate confirmation that the incident is covered under your policy; in this event, we will still assist you in organising repairs or replacement, but you will be responsible for any charges that are not covered under your policy.
Please have your policy number to hand when calling.
legal expenses
If you would like free personal legal advice, or to make a claim under the Legal expenses section, please call 0800 051 1716.
home emergency
If you have chosen home emergency cover and would like to make a home emergency claim, please call 0845 300 0957.
changes to your policy
If you have any questions, or want to make any changes to your policy, call us on 0845 300 6031.
telephone taping
We may record and monitor calls to our service centre. This is to help us improve our service to you.
helpful and important information about your insurance
- Insurance does not cover your property against everything that can happen so please read your policy carefully to make sure you understand what it covers and the limits that apply.
- Your policy is intended to cover unforeseen events like fire or theft. It does not cover wear and tear and damage that happens gradually over a period of time, which would normally be described as 'maintenance'.
- Your policy describes certain things that you are required to do to make sure that your policy cover operates fully, for example, you must:
i) tell us about changes that could affect your policy (see page 9)
ii) make sure that your sums insured are high enough to cover the property to be insured (see pages 18 and 23)
iii) take reasonable care of your property (see page 32)
- To help you prove any loss, we recommend that you keep receipts, valuations, photographs, instruction booklets and guarantee cards to help you with your claim.

how to get help?
claims service
If you want to make a claim under this policy, or need to use our Domestic Helpline, call us on 0845 300 6032.
Our incident managers offer help and advice 24 hours a day, 365 days a year. There's no need to fill out a claim form or get estimates, we'll take care of all the arrangements and, provided the incident is covered, settle the bill (apart from the excess) directly with the supplier. On occasions we may be unable to give immediate confirmation that the incident is covered under your policy; in this event, we will still assist you in organising repairs or replacement, but you will be responsible for any charges that are not covered under your policy.
Please have your policy number to hand when calling.
legal expenses
If you would like free personal legal advice, or to make a claim under the Legal expenses section, please call 0800 051 1716.
home emergency
If you have chosen home emergency cover and would like to make a home emergency claim, please call 0845 300 0957.
changes to your policy
If you have any questions, or want to make any changes to your policy, call us on 0845 300 6031.
telephone taping
We may record and monitor calls to our service centre. This is to help us improve our service to you.
helpful and important information about your insurance
- Insurance does not cover your property against everything that can happen so please read your policy carefully to make sure you understand what it covers and the limits that apply.
- Your policy is intended to cover unforeseen events like fire or theft. It does not cover wear and tear and damage that happens gradually over a period of time, which would normally be described as 'maintenance'.
- Your policy describes certain things that you are required to do to make sure that your policy cover operates fully, for example, you must:
i) tell us about changes that could affect your policy (see page 9)
ii) make sure that your sums insured are high enough to cover the property to be insured (see pages 18 and 23)
iii) take reasonable care of your property (see page 32)
- To help you prove any loss, we recommend that you keep receipts, valuations, photographs, instruction booklets and guarantee cards to help you with your claim.

conditions applying to sections 1 to 5
2. settling claims
We can choose to settle a claim by either repairing or replacing property, or by making a payment.
If we can replace property, any payment will be limited to the cost of replacement by our preferred supplier.
We will not pay more than the sum insured for all claims relating to one incident under parts A to E of section 1 and under section 2.
The most we will pay for loss or damage arising out of one incident is the relevant sum insured shown in the schedule or in the policy.
For claims involving theft from an unattended road vehicle, the most we will pay under this policy for any one incident is £1,000.
We will not reduce the sum(s) insured by the amount paid under any claim.
wear and tear
A deduction for wear and tear will apply for:
- clothing and household linen
- property that does not belong to you, unless you are legally responsible for the cost of replacement as new under the terms of an agreement.
valuables
We will not pay more than the limits shown in your
schedule for valuables.
pairs sets and suites
We will not pay for the cost of replacing any undamaged items which are part of:
- a set (other than a pair);
- a suite; or
- any other item of a uniform nature, design or colour, including carpets;
when damage happens to a specific part or within a clearly identifiable area and replacements cannot be matched.


conditions applying to sections 6 and 7
3. settling claims
We can choose to settle your claim by replacing, reinstating, repairing or by payment. If we are able to replace property, payment will be limited to the cost of replacement by our preferred supplier.
what we will pay
The most we will pay for loss or damage arising out of one incident is the buildings sum insured shown in the schedule. We will not pay for any reduction in the market value of the home after the damaged parts of the home have been replaced, reinstated or repaired.
We will not reduce the sum(s) insured by the amount paid under any claim.
pairs, sets and suites
We will not pay for the cost of replacing any undamaged items which form part of:
- a set (other than a pair);
- a suite; or
- any other item of a uniform nature, design or colour;
when damage happens to a specific part or within a clearly identifiable area and replacements cannot be matched.
See also the general conditions on pages 32 to 33.

conditions applying to sections 1 to 5
1. the sum insured
The sum insured must be adequate to cover the full cost of replacing the property 'as new'.
This does not apply to clothing and household linen, where an allowance for wear and tear and loss of value can be made. If at the time of a loss your sum insured is too low we will not settle claims on an 'as new' basis and will reduce any payment to reflect wear and tear.
2. settling claims
We can choose to settle a claim by either repairing or replacing property, or by making a payment.
If we can replace property, any payment will be limited to the cost of replacement by our preferred supplier.
We will not pay more than the sum insured for all claims relating to one incident under parts A to E of section 1 and under section 2.
The most we will pay for loss or damage arising out of one incident is the relevant sum insured shown in the schedule or in the policy.
For claims involving theft from an unattended road vehicle, the most we will pay under this policy for any one incident is £1,000.
We will not reduce the sum(s) insured by the amount paid under any claim.
wear and tear
A deduction for wear and tear will apply for:
- clothing and household linen
- property that does not belong to you, unless you are legally responsible for the cost of replacement as new under the terms of an agreement.
valuables
We will not pay more than the limits shown in your
schedule for valuables.
pairs sets and suites
We will not pay for the cost of replacing any undamaged items which are part of:
- a set (other than a pair);
- a suite; or
- any other item of a uniform nature, design or colour, including carpets;
when damage happens to a specific part or within a clearly identifiable area and replacements cannot be matched.
3. index linking
We may increase the contents, specified valuables and specified personal belongings sums insured shown in your schedule to allow for increases in the cost of living in line with the Retail Prices Index. We may do this every month and update your sum insured when your policy is due for renewal. Other sums insured are not index linked.
The new sums insured and renewal premium will be shown on your renewal notice. We will not reduce the sums insured if the Retail Prices Index falls.
4. items worth more than the single item limit
To be able to claim for an item valued at more than the single item limit shown in your schedule, you will need to ask us to specify it separately on your schedule. We will ask you to provide proof of the item's value when making your claim.
We recommend that you keep copies of receipts, valuations, photographs, instruction booklets and guarantee cards, to help you do this.
5. joint policyholders
If there are two policyholders named on the policy, either can amend the policy or make a claim. To remove a policyholder from the policy, we can only accept authority from that person or in writing from the executors of that person (if he or she has died).
See also the general conditions on pages 32 to 33.

conditions applying to sections 6 and 7
1. the sum insured
The sum insured must be adequate to cover the full cost of rebuilding the buildings to the same specification. This must include an amount for demolition, and architects' and surveyors' fees.
- If you have provided the sum insured shown on your schedule and at the time of a loss your sum insured is too low we will not settle claims on an 'as new' basis and will reduce any payment to reflect wear and tear.
- If the schedule states 'Overall limit of £350,000 applies', we will not pay more than this amount for any claim.
- If we have worked out the sum insured shown on your schedule based on the details you have given, and we find that this figure is too low, we will increase your sum insured and you may have to pay an extra premium.
2. index linking
We may increase the sum insured in line with increases in the House Rebuilding Cost Index drawn up by the Building Cost Information Service of the Royal Institution of Chartered Surveyors. We may do this every month and update your sum insured when your policy is due for renewal. The new sum insured and renewal premium will be shown on your renewal notice. We will not reduce the sum insured if the House Rebuilding Cost Index falls.
We will continue to index link the sum insured during rebuilding or repairs following a claim, as long as the work is carried out without unnecessary delays.
3. settling claims
We can choose to settle your claim by replacing, reinstating, repairing or by payment. If we are able to replace property, payment will be limited to the cost of replacement by our preferred supplier.

what we will pay
The most we will pay for loss or damage arising out of one incident is the Buildings sum insured shown in the schedule. We will not pay for any reduction in the market value of the home after the damaged parts of the home have been replaced, reinstated or repaired.
We will not reduce the sum(s) insured by the amount paid under any claim.
pairs, sets and suites
We will not pay for the cost of replacing any undamaged items which form part of:
- a set (other than a pair);
- a suite; or
- any other item of a uniform nature, design or colour;
when damage happens to a specific part or within a clearly identifiable area and replacements cannot be matched.
See also the general conditions on pages 32 to 33.

general conditions
These apply to all sections of the policy.
1. your duty to disclose information
It is your responsibility to provide complete and accurate information to the insurer(s) when you take out your insurance policy, throughout the life of your policy, and when you renew your insurance.
Please note that if you fail to disclose any material information to your insurer(s) (these are facts that the insurer would regard as likely to influence the assessment and acceptance of this application) this could invalidate your insurance cover and could mean that part or all of a claim may not be paid.
2. your duty to prevent loss or damage
You must do all that you reasonably can to prevent and reduce accidents, loss or damage.
You must keep property that is insured under your policy in good condition.
3. your policy
Your policy includes:
- your schedule;
- the relevant sections of this booklet; and
- any special conditions and endorsements which apply to your cover.
Any word or expression which has a specific definition in any part of this policy will be shown in bold and will have that meaning wherever it appears. (See the Definitions on pages 6 and 7.)
4. claims
your duties
As soon as you are aware of an event or cause that is likely to lead to a claim under this policy, you must:
a) tell the police immediately about any property which has been lost, stolen or maliciously damaged, and get a crime reference number;
b) phone us on 0845 300 6032 and provide all the information and help we need;
c) do all you reasonably can to get back any lost or stolen property;
d) phone us if you receive any information or communication about the event or cause; and
e) avoid discussing liability with anyone else without our permission.
proof of value and ownership
To help you prove any loss, we recommend that you keep receipts, valuations, photographs, instruction booklets and guarantee cards to help with your claim.
our rights
a) We may:
- take over and defend or settle any claim in your name; or
- prosecute in your name for our own benefit.
b) We have the right to do as we see fit in legal action and in settling your claim.
c) You must not abandon property to us.
limit
For any claim or series of claims involving legal liability covered by this policy, we may pay:
a) up to the limit shown in your schedule (less any amounts already paid as compensation);
or
b) any lower amount for which we can settle your claim.
Once we have made the payment, we will have no further liability in connection with your claim except for paying costs and expenses owed to or by us before the payment date.
5. fraud
If your claim is in any way dishonest or exaggerated, we will not pay any benefit under this policy. We may also take legal action against you.
6. other insurance
If there is any other insurance covering the same claim, we will only pay our share of the claim, even if the other insurer refuses the claim.
7. monthly premiums
If you have chosen to pay monthly premiums, you must pay the first two monthly premiums on the date the insurance starts. You must then pay one monthly premium on the same day of each month, starting in month 2 and ending in month 11. When the policy is renewed, you must pay one premium a month.
If you do not pay a monthly premium on the date it is due, this will give us the right to cancel this policy from the date that premium was due to be paid.
If you pay monthly premiums, we will provide one month's cover for each monthly premium you pay.
8. renewal of your policy
When your policy is due for renewal (where applicable) we will send you a renewal invitation with the details of your cover and price for the following year.
Unless you advise us of any changes, renewal will be based on the previous information you have provided and the cover you have selected and, where applicable under the terms of your policy, the cover will be increased to reflect any change in the Retail Prices Index during the preceding year.
If you pay your premiums by direct debit or if you have agreed that we may collect the renewal premium automatically from your credit or debit card, we will continue to do so unless you have asked us not to. Your payment will demonstrate your acceptance of the renewed policy (including any revised terms). In this case if you do not wish your policy to be renewed automatically, please let us know before the renewal date.
9. cancelling your policy mid term
Following the expiry of any statutory cooling off period, you continue to have the right to cancel your policy at any time during its term by calling the Norwich Union Home Insurance Service Centre on 0845 300 6031. If you do so, you will be entitled to a refund of the premium paid, subject to a deduction for the time for which you have been covered. This will be calculated on a pro-rata basis for the period for which you received cover, except:
if you have chosen to pay monthly premiums, no refund will apply including any advance premiums you paid in the first year of insurance.
We (or any agent we appoint and who acts with our specific authority) may cancel this policy by sending 30 days notice to your last known address. You will be entitled to a refund of premium paid, subject to a deduction for the time for which you have been covered.
If you do not pay the premium (or any part of the premium under the payment option you have chosen) by the due date, we may cancel this policy with effect from the end of the last period for which a payment has been made.
10. your duty to keep to policy conditions
To be covered by this insurance you must keep to the terms, conditions and endorsements of this policy.
11. arbitration
If we have accepted your claim but disagree with the amount we should pay, an arbitrator will decide the matter. You and we must agree on an arbitrator in line with the law at the time. You must wait for the arbitrator's decision before you can take any legal action against us.

general exclusions
These apply to all sections of the policy.
This policy does not cover
1. radioactivity
Loss, damage or liability which involves:
a) ionising radiation or radioactive contamination from nuclear fuel or nuclear waste; or
b) the radioactive, toxic, explosive or other dangerous properties of explosive nuclear equipment.
2. war
Any consequence whatsoever resulting directly or indirectly from or in connection with any of the following regardless of any other contributing cause or event:
war, invasion, act of foreign enemy, hostilities or a warlike operation or operations (whether war be declared or not), civil war, rebellion, revolution, insurrection, civil commotion assuming the proportions of or amounting to an uprising, military or usurped power.
3. terrorism
Harm or damage to life or to property (or the threat of such harm or damage) by nuclear and/or chemical and/or biological and/or radiological means resulting directly or indirectly from or in connection with Terrorism, regardless of any other contributing cause or event.
Terrorism is defined as
any act or acts including, but not limited to:
a) the use or threat of force and/or violence
and/or
b) harm or damage to life or to property (or the threat of such harm or damage) including, but not limited to, harm or damage by nuclear and/or chemical and/or biological and/or radiological means
caused or occasioned by any person(s), or group(s) of persons, or so claimed, in whole or in part, for political, religious, ideological or similar purposes.
This paragraph applies only in respect of sections 17 of this policy.
4. other actions
Any action taken in controlling, preventing, suppressing or in any way relating to 2 or 3 above.
5. sonic bang
Loss of or damage to property caused by pressure waves from aircraft.
6. date-related electrical or electronic breakdowns
Loss of or damage to any appliance caused by the appliance not being able to correctly recognise or process any date.
This exclusion does not apply to parts I and J of section 1 or part F of section 6.
7. pollution or contamination
Loss, damage or liability arising from pollution or contamination unless caused by:
a) a sudden and unexpected accident which can be identified; or
b) oil leaking from a domestic oil installation at the home.