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Policy WordingSmarter Home Insurance

Your policy is administered by Neos Ventures Ltd registered in England & Wales No 09941700. Registered Office: 47 Bermondsey Street, London, England, SE1 3XT. Authorised and regulated by the Financial Conduct Authority (FCA), reference no. 752145.

Sections 1-3 are underwritten by Aviva Insurance Limited. Registered in Scotland, No. 2116. Registered Office: Pitheavlis, Perth PH2 0NH. Authorised by the Prudential Regulation Authority and regulated by the Financial Conduct Authority and the Prudential Regulation Authority.

Sections 4 and 5 are administered by ARAG plc (company number 02585818) registered at 9 Whiteladies Road, Clifton, Bristol, BS8 1NN (or appointed agents on its behalf) who is authorised under a binding authority agreement to administer this insurance on behalf of the insurer, AmTrust Europe Limited. AmTrust Europe Limited is Registered in England and Wales. Company No. 1229676. Authorised by the Prudential Regulation Authority and regulated by the Financial Conduct Authority and the Prudential Regulation Authority. Firm’s reference number 202189.Registered office: Market Square House, St James’s Street, Nottingham, NG1 6FG.

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Navigating around your PolicyIntroduction

How to Get Help

Definitions

General conditions applicable to the whole of this insurance

Other important information applicable to the whole of this insurance

Section 1 Buildings

Section 2 Contents

Section 3 Personal Belongings

Section 4 Home Emergency

Section 5 Legal Cover

General exclusions applicable to the whole of this Insurance

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• you are clear which sections you have requested and want to be included;• you understand what each section covers and does not cover;• you understand your own duties under each section and under the insurance as a whole.• you take reasonable care when answering any questions we or the insurer ask by ensuring that any

information provided is accurate and complete.

Neos is responsible for the sale and distribution of the the insurance product and providing/maintaining the smart home technology.

Please contact us on 0203 210 3000 immediately if this document or any information provided in your proposal is not correct or if you would like to ask any questions.

Your Demands and Needs Statement

For insurance policies sold by telephone or sold online, you will not receive advice or a recommendation from us nor have we taken into account any existing insurance arrangement you might have. We will help you make the right choice by asking some questions to narrow down the selection of covers and provide information relevant to your demands and needs.

This policy may meet your demands and needs as detailed below as you require cover for your buildings and/or contents:

This policy provides cover for loss or damage caused by unexpected events such as fire, theft, subsidence and flood (and temporary alternative accommodation if your home can't be lived in as a result of such insured events), and your legal liability to third parties as owner and occupier.

IntroductionThe contract of insurance between you and the insurer consists of the following elements, please read them and keep them safe:

• your policy booklet;

• information you provided in your application;

• your schedule (including any endorsements shown on it);

• changes to your policy or important information in notices we give you at renewal.

In return for you paying the premium and complying with the policy terms and conditions the insurer will insure you for anything shown in your policy booklet which your schedule shows is covered during the period of insurance.

When drawing up this policy, we and the insurer have relied on the information and statements which you have provided in the proposal.

The insurance relates only to those sections of the policy which are shown in the schedule as being included.

Please read the whole document carefully. It is arranged in different sections. It is important that:

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Customer Services

To make a claim or to seek or provide further information on an existing claim or to make a complaint about a claim.

Sections 1-3 Buildings, Contents & Personal Belongings24 hours per day 7 days per week

Section 4 Home Emergency24 hours per day 7 days per week

Section 5 Legal CoverMonday to Friday (except bank holidays) 9am to 5pm. (For claims complaints under this section please ring 0117 917 1561 or email customerrelations@arag. co.uk)

0345 307 8576

0203 210 3000

0117 917 1698

[email protected]

Please advise all claims by phone

You can download a claim form at www.arag.co.uk/newclaims

• To make a change to yourpolicy, or

• ask a question about the cover,or

• change the information you’vegiven us, or

• make a complaint (other thanabout a claim), or

• request a printed version of anyof our documents or, if you havea disability, large print or audioor Braille versions

Monday - Friday 8am -7pm Saturday 9am – 5pm

0203 210 3000 [email protected]

Technical support in connection with the equipment we supplied to you

Monday - Friday 9am – 7pm 0203 210 3001 [email protected]

If you have a legal or tax problem we recommend that you call the insurer's confidential legal and tax advice helpline. The advice covers personal legal matters within EU law or personal tax matters within the UK. Your query will be dealt with by a qualified specialist who is experienced in handling legal and tax-related matters. Use of this service does not constitute reporting of a claim..

Legal advice is available 24 hours a day, 7 days a week, and tax advice is available between 9am and 5pm on weekdays (except bank holidays).

0344 571 7976

This helpline provides advice to help you keep your identity secure. If you suspect you are a victim of identity theft, the insurer's specialist caseworkers can help you to restore your credit rating and correspond with your card issuer, bank or other parties.

This service is available from 8am to 8pm 7 days a week

0333 000 2083

Identity Theft Helpline & Resolution Service

Technology

How to get helpClaims

In addition, if you have purchased Section 5 Legal Cover you also have access to the Legal and Tax Advice and Identity Theft Helplines and the Identify Theft Resolution service:-

Legal and Tax Advice

The above helplines are subject to fair and reasonable use. The level of fair usage will depend on individual circumstances.

Telephone call charges and recordingThe costs of calls to 03 prefixed numbers are charged at national call rates (charges may vary depending on your network provider) and are usually included in inclusive minute plans from landlines and mobiles. For your and our joint protection telephone calls may be recorded and/or monitored.

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DefinitionsWherever the following words appear in this insurance they will have the meanings shown below.

Accidental damage

Bodily injury

Buildings

Computer attack

Contents

Damage caused suddenly and unexpectedly by an outside force which has not been caused on purpose

Damage to persons caused by accident or disease

The main structure of the home and;

• fixtures and fittings attached to the home including permanently fitted flooring• domestic outbuildings and private garages• permanently installed swimming pools, tennis courts, drives, patios and terraces,

walls, gates, paths, drives and fences and fixed fuel tanks you own or for which youare legally liable within the home. Cables and underground pipes providing servicesto or from the property

• Cess pits and septic tanks

Buildings do NOT include:

• radio and television aerials, satellite dishes, their fittings and masts which are attached to theproperty

• carpets

A set of corrupting, harmful or otherwise unauthorised instructions or code including a set of maliciously introduced unauthorised instructions or code, programmatic or otherwise, that propagate themselves through a computer system or network of whatsoever nature. Computer attack includes but is not limited to “trojan horses”, “worms” and “time or logic bombs”.

Household goods and personal belongings, money, high risk items and home office equipment up to the limits shown in the schedule that:

• you own;• you are legally responsible for (but not landlord’s contents);• belong to domestic employees who live with you

Contents includes:

• radio and television aerials, satellite dishes, their fittings and masts which are attached to theproperty

• domestic oil in fixed fuel oil tanks up to the limit shown in the schedule which you have paid for• carpets, but not permanently fitted flooring• personal belongings of visitors to the home (but not paying guests or lodgers), up to the limit

shown in the schedule.

Contents does NOT include:

• motor vehicles, caravans, trailers or watercraft or their accessories• any living plant or creature• any part of the buildings• documents of any kind except money, passports, driving licences and the title deeds to your

home• any property insured under any other insurance

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The level of cover you have purchased under your Neos Smarter Home Insurance Policy as shown in the schedule

A person directly employed by you, solely to carry out domestic duties in your home and/or its garden

Facts, concepts and information converted to a form useable for communications, interpretation or processing by electronic and electromechanical data processing or electronically controlled equipment and includes programmes, software and other coded instructions for the processing and manipulation of data or the direction and manipulation of such equipment

The amount payable by you for each separate claim as shown in the schedule

A change in the terms and conditions of this insurance.

Upward movement of the ground beneath the buildings as a result of the soil expanding (or swelling)

Antiques, articles of gold, silver or other precious metals, audio equipment, camping equipment, compact discs, computer equipment, credit, debit, charge, cheque or cash cards, curios, digital versatile/video discs, DVD players/recorders, furs, guns and firearms, jewellery, mobile phones, money, pedal cycles, paintings, photographic equipment, portable electronic games, portable musical instruments, portable sports equipment, stamp, coin and medal collections, televisions, video and audio equipment and watches

Your principal private dwelling and the garages and outbuildings used for domestic purposes at the risk address shown in the schedule.

Computer equipment, fascimile machines, photocopiers, typewriters, word processing equipment, fixed telecommunication equipment, books and stationery all owned or the legal responsibility of you and used in the running of your business. Home office equipment does not include business stock

Downward movement of sloping ground.

Cash, cheques, postal orders, unused postage stamps, savings stamps and certificates, premium bonds, luncheon and gift vouchers, season and travel tickets all held for social, domestic or charitable purposes

The length of time for which this insurance is in force, as shown in the schedule and for which you have paid and we have accepted a premium.

Pedal operated cycles and electrically assisted pedal cycles that are not legally required to pay Vehicle Excise Duty for road use.

Clothing, jewellery, watches, mobile phones and gadgets like laptops and tablets, sports, musical and photographic equipment, luggage bags, pedal cycles and other items designed to be worn or carried. All items must belong to you or be your legal responsibility.

The information you supplied to us by or on behalf of you when you took out this insurance

Cover level

Domestic employee

Electronic data

Excess

Endorsement

Heave

High risk items

Home

Home office equipment

Landslip

Money

Period of insurance

Pedal cycles

Personal belongings

Proposal

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Alteration, renovation or extension of the buildings but not routine maintenance or internal changes

The schedule is part of this insurance and contains details of you, your home, the sums insured, the excess, the period of insurance and the sections of this insurance which apply.

Downward movement as a result of the soil being compressed by the weight of the buildings within ten years of construction.

An unusual weather event with persistent high winds over 55mph usually associated with rain, thunder, lightning or snow.

Downward movement of the ground beneath the buildings other than by settlement.

In Respect of Sections 1-3Aviva Insurance Limited. Registered in Scotland, No. 2116. Registered Office: Pitheavlis, Perth PH2 0NH. Authorised by the Prudential Regulation Authority and regulated by the Financial Conduct Authority and the Prudential Regulation Authority.

In Respect of Sections 4 and 5ARAG plc (or appointed agents on its behalf) who is authorised under a binding authority agreement to administer this insurance on behalf of the insurer, AmTrust Europe Limited who is authorised by the Prudential Regulation authority and regulated by the Financial Conduct Authority and the Prudential Regulation Authority.

The home is unoccupied when it is not being lived in.

Neos Ventures Ltd (company number 09941700) authorised and regulated by the Financial Conduct Authority (reference number: 752145).

The person or persons named as the policy holder in the schedule, their spouse or partner, children, parents and other relatives normally living with them.

Refurbishment

Schedule

Settlement

Storm

Subsidence

The insurer

Unoccupied

We / us / our

You / your / insured

General conditions applicable to the whole of this insuranceFailure to comply fully with any of the general conditions listed below will prejudice you in the event of a claim, which may result in your claim not being paid and your policy cancelled.

1. Important information we need to know about

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.

During the period of insurance you must contact us within 30 days on 0203 210 3000 as soon as you know about changes to any of the following:

• a permanent change of address

• if anyone other than the persons named in your schedule or their spouse or partner, children, parents or other relative lives inthe property

• if your home is to be unoccupied for more than 60 days

• if your home is not in good condition, if it requires work other than routine maintenance or redecorating or if there is anystructural alteration or extension to your home

• if your home is to be used for business, professional or trade purposes other than office work undertaken by you which doesnot involve business visitors to your home

• if you or anyone living at the property has received a conviction for any offence except for driving offences or is declaredbankrupt

We and the insurer may reassess your cover and premiums when we are told about changes in your circumstance. If you do not tell us about changes or give us incorrect information the wrong terms may be quoted, the insurer may be entitled to reject payment of a claim or a payment could be reduced. In certain circumstances your policy might be invalid and you may not be entitled to a refund of premium.

2. Your duty to prevent loss or damage

You and any other person this insurance applies to must take all reasonable precautions to prevent accidents, loss or damage and keep insured property in good condition.

3. Monthly premium payments

If the premiums are paid monthly by direct debit you must make the regular monthly premiums as set out in the payment summary. If you do not do this we may cancel this insurance as set out below.

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4. Cooling off period

You may cancel your policy by phoning us on 0203 210 3000 or by emailing [email protected] within 14 days of the day of purchase or renewal (or the date you receive the policy or renewal documents if this is later). If you have not made a claim since the day of purchase or renewal we will refund any premium you have already paid. If you have made a claim since the day of purchase or renewal we will charge for the time you have held your policy and refund any additional premium you have paid.

5. CancellationYou can also cancel this Insurance at any other time by phoning us on 0203 210 3000 or by emailing [email protected]. We will charge for the time you have held your policy and refund any additional premium you have paid.

We can cancel this Insurance by giving you at least 14 days notice in writing at your last known address or email address explaining the reasons. Valid reasons include, but are not limited to, where:

• you have not paid your premium. If premiums are not paid when due we will write to you requesting payment by a specific date. We will give you at least 14 day's notice in writing if we intend to cancel due to non-payment. If we receive payment by the date set out in the letter we will take no further action. If we do not receive payment by this date we will cancel the policy from the cancellation date shown on the letter.

• we reasonably suspect fraud;• you fail to co-operate with us or the insurer or give information or documentation reasonably required, and this affects our or the

insurer's ability to process a claim or defend their interests;

• you have not taken reasonable care to provide complete and accurate answers to the questions we ask.

Where our or the insurers' 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 premium 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 legally entitled to keep the premium under the Consumer Insurances (Disclosure and Representations) Act 2012.

If we or you cancel the policy during the first period of insurance we will provide you with a prepaid package to return the smart home technology within 14 days of your cancellation date. If you do not return the technology, we will charge you:

£50£200

Good cover level Better cover level Best cover level £250

If we or you cancel the policy you will no longer be able to use the Neos App and associated smart technology.

6. Other insurance

If there is any other insurance covering the same claim, or would have covered the claim but for the existence of this policy, the insurer will not make any payment under Occupiers, Personal and Employers Liability until all cover under that other insurance is exhausted. For all other claims the insurer will not pay more than their share of the claim, even if the other insurer refuses the claim.

This condition will not have the effect of leaving you without cover for any claim and operates where there is any other insurance covering the same claim (or would have in the absence of this policy) and determines how those insurance policies apply.

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7. Claims

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 damaged by riot or civil unrest or has been maliciously damaged, and get a crime reference number;

b) contact the insurer as soon as reasonably possible and, in the case of claims involving damage by riot or civil unrest, not more than 7 days after becoming aware of the damage, and provide all the information and help the insurer needs to settle your claim;

c) do all you reasonably can to get back any lost or stolen property and tell the insurer without unnecessary delay if any property is later returned to you;

d) call the insurer if you receive any information or communication about the event or cause;

e) avoid discussing liability with anyone else without the insurer's permission

It is your responsibility to prove any loss and therefore the insurer may ask you to provide receipts, valuations, photographs, instruction booklets and guarantee cards and any other relevant information, documents and assistance they may require to help with your claim.

The insurer will be entitled, at their cost, but in your name, to:

• take legal proceedings for their own benefit in respect of the cost of the claim, damages or otherwise; or

• take over and conduct the defence or settlement of any claim.

The insurer will have full discretion in the conduct of any legal proceedings and in the defence or settlement of any claim.

No property may be abandoned to us or the insurer.

For any claim or series of claims involving legal liability covered by this policy, the insurer will pay:

a) up to the limit shown on your schedule (less any amounts already paid by them); orb) any lower amount for which the insurer can settle your claim

Once the insurer have made the payment they will have no further liability in connection with your claim, apart from paying costs and expenses you incurred before the payment date, or reclaiming any costs and expenses they incurred.

Additional claims conditions applicable to section 4 home emergencyIn the event of a home emergency:

a) Please telephone the number in the "How to get help" section on page 4 as soon as possible, providing the insurer with yourname, address, postcode, and the nature of the problem.

b) The insurer will record your details and then decide on the best course of action to limit your loss and/or repair the damage. Ifthe incident relates to an emergency covered under this policy, the insurer will instruct a member of our emergencycontractor network. Poor weather conditions or remote locations may affect normal standards of service.

c) If you are claiming for alternative accommodation costs you must obtain the insurer's authority to incur costs before bookingsomewhere to stay. You will have to pay for the accommodation when you check out and send your receipt to the insurer tobe reimbursed.

d) It is important you notify the insurer as soon as possible of any claim, and do not call out your own contractors as the insurerwill not pay their costs and it could stop your claim being covered.

e) You must report any major emergency which could result in serious damage to the home or injury, to the Emergency Servicesor the company that supplies the service.

f) Your call may be recorded for training and security purposes and will be answered as soon as possible.

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Additional claims conditions applicable to section 5 legal cover

a) If you need to make a claim you must notify the insurer as soon as possible.

b) Under no circumstances should you instruct your own solicitor or accountant as the insurer will not pay any costs incurred withouttheir agreement.

c) Your completed claim form and supporting documentation can be submitted to the insurer by email, post or fax. Further details areset out in the claim form itself. The insurer will send you a written acknowledgment by the end of the next working day after theclaim is received.

d) Within five working days of receiving all the information needed to assess the availability of cover under the policy, the insurer willwrite to you either:

i) confirming cover under the terms of your policy and advising you of the next steps to progress your claim; orii) if the claim is not covered, explaining in full the reason why and advising whether they can assist in another way.

e) When an advisor is appointed they will try to resolve your dispute without delay, arranging mediation whenever appropriate.Matters cannot always be resolved quickly particularly if the other side is slow to cooperate or a legal timetable is decided by thecourts.

8. Fraud

If your claim is in any way dishonest or exaggerated the insurer will not pay any benefit under this policy and we will not return any premium to you and we may cancel your policy immediately and backdate the cancellation to the date of the fraudulent claim. We or the Insurer may also take legal action against you.

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Other important information applicable to the whole of this insuranceLaw and Language Applicable to the Policy

Both you and the insurer may choose the law applicable to this Insurance Contract. Unless specifically agreed to the contrary this insurance shall be subject to English Law. The language used in this policy and any matters relating to it will be in English

Complaints

We and the insurer aim to provide a high level of service at all times. If you feel we have not provided the service you expect we want to hear from you to try to put things right. To help us understand your concerns and resolve the situation if your complaint relates to:

• a claim under sections 1 – 3 please contact the insurer on 0345 307 8576 or email [email protected]• a claim under section 4 please contact the insurer on 0203 210 3000 or email [email protected]• a claim under section 5 please contact the insurer on 0117 917 1561 or email customerrelations@arag. co.uk• for all other complaints please contact us on 0203 210 3000 or email [email protected]

We or the insurer will either acknowledge your complaint within 5 working days of receipt, or offer you the final response if we and/or the insurer have concluded the investigations within this period.

If we or the insurer acknowledge your complaint you will be advised who is dealing with it and when you can expect a response. We or the insurer aim to respond fully within 8 weeks. However, if a final response cannot be provided within this period we or the insurer will write to you before this time and advise why it has not been able to offer a final response and how long the investigations are expected to take.

If you remain unhappy with our or the insurer's final response, or we or the insurer have not managed to provide a final response within 8 weeks of your complaint, you may be entitled to refer your complaint to the Financial Ombudsman Service for help and advice. There are several ways you can contact them:

• Phone 0800 023 4567 (Calls to 0800 numbers from UK landlines and mobiles are free) or 0300 1239 123• Website: www.financial-ombudsman.org.uk• Email: [email protected]• Post: The Financial Ombudsman Service, Exchange Tower, London E14 9SR

You have six months from the date of our or the insurer's final response to refer your complaint to the Financial Ombudsman Service. Your rights as a customer to take legal action are not affected by the existence or use of the complaints procedure mentioned above. However the Financial Ombudsman Service will not adjudicate on any cases where litigation has commenced.

Please quote your policy number in all correspondence.

If you have taken a product out with us online or by telephone, you can also use the European Commission’s Online Dispute Resolution (http://ec.europa.eu/odr) service to make a complaint. The purpose of this platform is to identify a suitable Alternative Dispute Resolution (ADR) provider and we expect that this will be the Financial Ombudsman Service. Please be aware that the Financial Ombudsman Service will only be able to consider your complaint after we have had the opportunity to consider and resolve it.

Financial Services Register

The Financial Services Register can be checked by visiting the Financial Conduct Authority website on www.fca.org.uk

Financial Services Compensation Scheme (FSCS)

Your insurer is covered by the Financial Services Compensation Scheme (FSCS). You may be entitled to compensation from the scheme if your insurer cannot meet their obligations. This depends on the type of business and the circumstances of the claim. For Insurance you are covered for 90% of the claim, without any upper limit. Further information about compensation scheme arrangements is available at www.fscs.org.uk or telephone 0800 678 1100 or 0207 741 4100. (Calls to 0800 from UK landlines and mobiles are free)

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This insurance covers the buildings for loss or damage directly caused by the following insured perils:

The insurer will not pay:

1. Fire, lightning, explosion or earthquake a) the excess shown in the schedule

2. Aircraft and other flying devices or items dropped from them a) the excess shown in the schedule

3. Storm, flood or weight of snow a) the excess shown in the scheduleb) for loss or damage caused by subsidence, heave or landslipother than as covered under Peril 8 of section 1c) for loss or damage to domestic fixed fuel-oil tanks in theopen, swimming pools, tennis courts, drives, patios andterraces, gates and fencesd) for loss or damage to the buildings caused by frost

4. Collision by any vehicle or animal a) the excess shown in the schedule

5. Falling of fixed radio and television aerials, fixed satellitedishes and their fittings and masts

a) the excess shown in the scheduleb) for loss or damage to radio and television aerials, satellitedishes, their fittings and masts

6. Escape of oil from a fixed domestic oil-fired heatinginstallation and smoke damage caused by a fault in any fixeddomestic heating installation

a) the excess shown in the schedule

7. Falling trees, telegraph poles or lamp-posts a) the excess shown in the scheduleb) for loss or damage caused by trees being cut down or cutback within the home

Section 1 - BuildingsCover included ONLY if shown in the schedule as Included

Please refer to your schedule to see the sums insured and cover that you have under this section

The following perils (1 to 11) are applicable to all policies where section 1 is included:

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The Insurer will not pay:

8. Subsidence or heave of the site upon which the buildingsstand, or landslip

a) the excess shown in the scheduleb) for loss or damage to domestic fixed fuel-oil tanks,swimming pools, tennis courts, drives, patios and terraces, walls,gates and fences unless the home is also affected at the sametime by the same eventc) for loss or damage to solid floors unless the walls of theprivate dwelling are damaged at the same time by the sameeventd) for loss or damage arising from faulty design, specification,workmanship or materialse) for loss or damage which compensation has been providedfor or would have been but for the existence of this insuranceunder any contract or a guarantee or by lawf) for loss or damage caused by coastal or riverbank erosiong) for loss or damage whilst the buildings are undergoing anystructural repairs, alterations or extensionsh) for loss or damage caused by new structures bedding down,settling, expanding or shrinking

9. Escape of water from fixed water tanks, apparatus or pipes a) the excess shown in the scheduleb) for loss or damage caused by subsidence, heave or landslipother than as covered under Peril 8 of section 1c) for loss or damage to domestic fixed fuel-oil tanks andswimming poolsd) for loss or damage to the buildings caused by wet or dry rote) for loss or damage to the buildings caused by escapeof water from or freezing of water in water tanks, pipes,apparatus or fixed heating systems if the home has been leftunoccupied or unfurnished for more than 60 consecutive days,unless the heating is switched on and maintained in operationduring the period October to March inclusive or the watersupply is turned off at the mains and the system drained.

And If the cover level shown in the schedule is Neos Good the insurer will not pay forf) loss or damage caused by the failure or lack of grout and/orsealant

10. Theft or attempted theft a) the excess shown in the scheduleb) for loss or damage:

i) caused by paying guests, tenants or youii) that happens after the home has been left

unoccupied for more than 60 days

11. Any person taking part in a riot, violent disorder, strike,labour disturbance, civil commotion or acting maliciously

a) the excess shown in the scheduleb) for loss or damage which you have caused, allowed, chosento overlook or not reported to the policec) loss or damage caused by any person lawfully at the homed) for loss or damage unless involving forcible entry to or exitfrom the home or by deception

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The Insurer will not pay:

12 . Accidental damage to cables, drains, glass and sanitary fittings:

Accidental damage to:(i) cables, pipes, septic tanks and drain inspection covers you are legally responsible for which serve the home, including up to £1000 for the cost of breaking into (then repairing and backfilling) an underground pipe you are legally responsible for, to clear a blockage, between the main sewer and the home if this is necessary because normal methods of releasing the blockage are unsuccessful;(ii) fixed glass and sanitary fittings installed at the home. This includes glass in solar-panels, baths, shower trays, shower screens, bidets and wash basins

a) the excess shown in the scheduleb) for damage excluded under perils 1-11 of this sectionc) under (i) due to a fault or limit of design, manufacture,construction or installationd) under (ii) for loss or damage that happens after the homehas been left unoccupied for more 60 dayse) for damage caused by:

• subsidence, heave, landslip, settlement, shrinkage,vermin, insects, fungus, weather conditions or anydamage which happens gradually;

• chewing, scratching, tearing or fouling by domesticanimals;

• water entering the home regardless of how thishappened;

• electrical or mechanical breakdown;• building alterations, renovations, refurbishment,

extensions or repairs;• paying guests or tenants

13. Extended accidental damage

The insurer will cover all other accidental damage to the buildings

a) the excess shown in the scheduleb) for damage excluded under perils 1-12 of this sectionc) for loss or damage that happens after the home has beenleft unoccupied for more 60 daysd) for damage caused by:

• subsidence, heave, landslip, settlement, shrinkage,vermin, insects, fungus, weather conditions or anydamage which happens gradually;

• chewing, scratching, tearing or fouling by domesticanimals;

• water entering the home regardless of how thishappened;

• electrical or mechanical breakdown;• building alterations, renovations, refurbishment,

extensions or repairs;• paying guests or tenants

The following perils are only covered if they are shown as included in the schedule

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This section of the policy also covers The Insurer will not pay

A) Expenses you have to pay and which the insurer haveagreed in writing for:• architects’, surveyors’, consulting engineers’ and legal fees• the cost of removing debris and making safe the building• costs you have to pay in order to comply with any

Government or local authority requirementsfollowing loss or damage to the buildings which is covered under section 1

a) the excess shown in the scheduleb) any expenses for preparing a claim or an estimate of lossor damagec) any costs if Government or local authority requirementshave been served on you before the loss or damaged) any amount over 20% of the buildings sum insured

B) Anyone buying the home who will have the benefit of section 1 until the sale is completed or the insurance ends,whichever is sooner.

a) the excess shown in the scheduleb) if the buildings are insured under any other insurance

C) Loss or damage to the home caused by the emergency services attending the home upto the limit shown in theschedule


D) Locks and KeysIf keys to external doors of the home, or alarm systems or safesfitted in the home are accidentally lost or stolen, the Insurer willpay to replace the locks or lock mechanisms up to the limitshown in the schedule in any one period of insurance


E) Rent and alternative accommodationIf the home is damaged by any cause listed in Section 1 andcannot be lived in the insurer will pay for the undernoted costsfrom the date of loss until the home can be lived in again for:• reasonable additional costs which have to be paid for

comparable alternative accommodation for you and your domestic pets and horses

• rent which you still have to pay• rent which you would have received if you had been

renting out all or part of the home.Up to the limit shown in the schedule

F) Compulsory evacuationIf a local authority prohibits you from living in the buildingsfollowing loss or damage to a neighbouring property theinsurer will pay reasonable additional costs which have to bepaid for comparable alternative accommodation for you andyour domestic pets and horses for a period up to 30 days fromthe date of compulsory evacuation.Up to the limit shown in the schedule for E) rent and alternativeaccommodation


Section 1 - Additional coverThe following cover is applicable to all policies where Section 1 Buildings is included

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G) Tracing and accessing leaksThe insurer will pay the reasonable costs for removing and replacing any part of the buildings necessary to find and repair the source of any:

• escape of water from water tanks, pipes, and apparatus orfixed heating systems of the buildings

• escape of heating fuelUp to the limit shown in the schedule

a) The excess shown in the scheduleb) The cost of repairing the source of the leak unless causedby loss or damage covered under Section 1 perils 1-12

H) Property owners' liabilityThe insurer will indemnify you for your legal liability as propertyowner for any amounts you become legally liable to pay asdamages:

1) as owner for any amounts you become legally liable to pay asdamages for bodily injury

2) damage to property caused by an accident happening at thehome during the period of insurance

a) the excess shown in the scheduleb) for bodily injury to you or any person who at the time of sustaining such injury is engaged in your servicec) for bodily injury arising directly or indirectly from any communicable disease or conditiond) for liability arising out of any criminal or violent act to another persone) for damage to property owned by or in the charge or control of you, or any other resident of the home, or any person engaged in your service.f) for liability arising directly or indirectly out of any profession, occupation, business or employment apart from property ownershipg) for liability which you have assumed under contract and which would not otherwise have attachedh) for liability arising out of your ownership, possession or use of:

1) any motorised or horsedrawn vehicle other than:• domestic gardening equipment used within the home and• pedestrian controlled gardening equipment used elsewhere

2) any power-operated lift3) any aircraft including model aircraft and drones or watercraft other than manually operated rowing boats, punts or canoes and model boats4) any animal

i) for liability in respect of any kind of pollution and/or contamination other than:

1) caused by a sudden, identified, unexpected and unforeseen accident which happens in its entirety at a specific moment of time during the period of insurance at the home; and

2) reported to the insurer not later than 30 days from the end of the period of insurance;

in which case all such pollution and/or contamination arising out of such accident shall be deemed to have happened at the time of such accidentj) for liability arising out of your ownership, occupation,possession or use of any land or building that is not within thehomek) if you are entitled to indemnity under any other insurance,including but not limited to any horse or travel insurance, untilsuch insurance(s) is exhaustedl) the award of any court outside the United Kingdom, theChannel Islands or the Isle of Man

The insurer will not pay more than the limit shown in the schedule in all for any one accident or series of accidents arising out of any one event, plus the costs and expenses which they have agreed in writing

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Conditions that apply to Section 1 (buildings) onlyHow the insurer will deal with your claim

1. If your claim for loss or damage is covered under section 1, the insurer will pay the full cost of repair as long as:

a. the buildings were in a good state of repair immediately prior to the loss or damageb. the sum insured is enough to pay for full cost of rebuilding the buildings in their present formc. the damage has been repaired or the loss has been reinstated.

The insurer will take an amount off for wear and tear from the cost of any replacement or repair if immediately before the loss or damage the buildings were not in a good state of repair.

2. Matching Pairs and Sets

If your cover level shown in the schedule is Neos GoodThe insurer will not pay the cost of replacing or repairing any undamaged parts of the buildings which form part of a pair, set, suite or part of a common design or function when the loss or damage is restricted to a clearly identifiable area or to a specific part.

If your cover level shown in the schedule is Neos Better or Neos BestThe insurer will pay the cost of replacing or repairing any undamaged parts of the buildings which form part of a pair, set, suite or part of a common design or function when the loss or damage is restricted to a clearly identifiable area or to a specific part upto the limit shown in the schedule.

Your sum insured

1. We will not reduce the sum insured under section 1 after the insurer have paid a claim as long as you agree to carry out the insurer'srecommendations to prevent further loss or damage.

2. If you are under insured, which means the cost of rebuilding the buildings at the time of loss or damage is more than your sum insuredfor the buildings, then the insurer will only pay a proportion of the claim. For example if your sum insured only covers one half of the costof rebuilding the buildings, the insurer will only pay one half of the cost of repair or replacement.

Limit of insurance

The insurer will not pay more than the buildings sum insured for the home shown in the schedule, including any expenses you have to pay and which the insurer have agreed in writing for additional cover A plus any amounts due under additional covers: E, F and H all subject to any limits shown in the schedule or this section.

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This insurance covers the contents for loss or damage directly caused by:


1. Fire, lightning, explosion or earthquake a) the excess shown in the schedule

2. Aircraft and other flying devices or items dropped from theme a) the excess shown in the schedule

3. Storm, flood or weight of snow a) the excess shown in the scheduleb) property in the openc) for loss or damage to the contents caused by frost

4. Collision by any vehicle or animal a) the excess shown in the schedule

5. Subsidence or heave of the site upon which the buildingsstand or landslip

a) the excess shown in the scheduleb) for loss or damage which but for the existence of thisinsurance would be covered under any contract or aguarantee or by lawc) for loss or damage whilst the buildings are undergoingany structural repairs, alterations or extensionsd) for loss or damage by coastal or river erosion

6. Escape of oil from a domestic fixed oil-fired heatinginstallation and smoke damage caused by a fault in any fixeddomestic heating installation


7. Falling trees, telegraph poles or lamp-posts a) the excess shown in the scheduleb) for loss or damage caused by trees being cut down or cutback at the home

Section 2 - ContentsCover included ONLY if shown in the schedule as included

Please refer to the schedule to see the sums insured and cover that you have under this section.

The following perils (1 to 10) are applicable to all policies where contents is shown in the schedule as included:

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This insurance covers the contents for loss or damage directly caused by:


8. Escape of water from fixed water tanks, apparatus or pipes a) the excess shown in the scheduleb) for loss or damage to the contents caused by wet or dryrotc) for loss or damage caused by escape of water from orfreezing of water in water tanks, pipes, apparatus or fixedheating systems if the home has been left unoccupied orunfurnished for more than 60 consecutive days, unless theheating is switched on and maintained in operation duringthe period October to March inclusive or the water supply isturned off at the mains and the system drained.And if the cover level shown in the schedule is Neos Goodthe insurer will not pay ford) loss or damage caused by the failure or lack of grout and/or sealant

9. Theft or attempted theft a) the excess shown in the scheduleb) any amount over the limit shown in the schedule forcontents within outbuildings or garages at the homec) for loss or damage caused by you, your paying guests ortenants or any person lawfully at the homed) for loss or damage which you have caused, allowed, chosento overlook or not reported to the policee) for money any amount over the limit shown in the schedulef) documents any amount over £2,500 in any one period ofinsuranceg) theft of pedal cycles unless in a locked building or securelylocked to an immovable object

10. Any person taking part in a riot, violent disorder, strike,labour disturbance, civil commotion or acting maliciously

a) the excess shown in the scheduleb) for loss or damage unless involving violent and forcibleentry to or exit from the home, or by deceptionc) for loss or damage which you have caused, allowed,chosen to overlook or not reported to the policed) loss or damage caused by your guests or tenants

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This insurance covers the contents for loss or damage directly caused by

The insurer will not pay

11. Accidental damage to home entertainment equipment,mirrors and glass

The insurer will cover accidental damage to:

i. television sets (including digital and satellite receivers), dvd/video players and recorders, games consoles, home computersand audio equipment in the home;ii. receiving aerials, dishes and CCTV cameras fixed to the homeiii.mirrors, glass tops on furniture, fixed glass in furniture andceramic glass in cooker hobs in the home

a) the excess shown in the scheduleb) games consoles, audio/visual equipment, laptops, tabletsor computer equipment which are designed to be portable;c) digital/video cameras, satellite navigation systems, radiotransmitters, mobile phones and hearing aids;d) any loss or damage that is not the direct result of theinsured incident itself;e) loss or damage that happens after the home has been left unoccupied for more 60 days;f) loss or damage which is excluded under Perils 1-10 of thissection;g) loss or damage caused by:• fitting a battery incorrectly• the process of cleaning, washing, repairing or restoring

any item• electrical or mechanical breakdown• weather conditions, moth, vermin, insects, fungus,

damp, rust, wet or dry rot• chewing, scratching, tearing or fouling by domestic

animals• paying guests or happening while the home or any part

of it is lent, let or sublet• water entering the home regardless of how this

happened

12. Extended accidental damage

i. all other accidental damage to contents while in the home

ii. accidental leakage of domestic heating fuel or metered water up to the limit shown in the schedule

a) the excess shown in the scheduleb) food and stamps;c) any loss or damage that is not the direct result of theinsured incident itself;d) loss or damage which is excluded under Perils 1-10 of thissection;e) loss or damage that happens after the home has been left unoccupied for more 60 daysf) loss or damage caused by

• fitting a battery incorrectly;• the process of cleaning, washing, repairing or restoring

any item;• electrical or mechanical breakdown• weather conditions, moth, vermin, insects, fungus,

damp, rust, wet or dry rot;• chewing, scratching, tearing or fouling by domestic

animals;• paying guests or happening while the home or any part

of it is lent, let or sublet.• water entering the home regardless of how this

happened

13. Computer attack - to remove malware and reprogramcomputers and tablets, Wi-Fi routers or other internet accesspoints including home systems attack, to restore devicesconnected to the internet, including smartphones, thermostats,smart appliances, and security and monitoring systems.

a) The excess shown in the scheduleb) Any consequential financial loss resulting from your detailsbeing stolen or accessed

The following perils are only covered if they are shown as included in the schedule

The insurer will cover

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This section of the policy also covers The insurer will not pay

A. Occupier’s, personal and employer’s liability We will cover your legal liability to pay damages and claimants’costs and expenses for:

• accidental bodily injury or illness;• accidental loss of or damage to property;

happening during the period of insurance in: • the British Isles;• the rest of the world, for temporary visits;

and arising: • as occupier (not as owner) of the home and its land;• in a personal capacity (not as occupier or owner of any

building or land);• as employer of domestic employee

The insurer will pay up to the relevant limit shown in the schedule for each incident. This means:

• the Employers Liability limit for claims made against youby a domestic employee where the accident happens as aresult of or in the course of their employment by you;

• the Occupiers and personal liability limit for all otherinsured incidents

The insurer will also pay all your costs and expenses which we have already agreed to in writing

Liability in connection with:

a. you owning land, buildings or other fixed property;b. you living in or occupying land or buildings other thanthe home or its land;c. aircraft including model aircraft and drones;d. you (or anyone on your behalf) owning, possessing orusing any motorised vehicle;e. caravans;f. boats, boards and craft designed to be used on or inwater, other than those only propelled by oars or paddlesor pedestrian-controlled toys or models;g. deliberate or malicious acts;h. the passing on of an infectious disease or virusi. dangerous dogs as defined in the Dangerous Dogs Act1991 (or any later legislation);j. any agreement unless you would still have been liablewithout that agreement;k. any trade, business or profession;l. loss of or damage to property which belongs to you oris in your care or control;m. bodily injury or illness to you.

For claims involving liability for bodily injury to or illness of a domestic employee working for you:

- exclusions (a), (b), (c), (e), (f), (g), (h) and (k) will not apply;- exclusion (d) will not apply unless cover or security isneeded under any of the Acts, Laws or Regulations whichgovern the driving or use of any motor vehicle in GreatBritain, Northern Ireland, the Isle of Man and the ChannelIslands

B. Contents temporarily removed from the home

The insurer will cover up to the limit shown in the schedule for loss of or damage to contents by any of the causes listed under perils 1-10 of Section 2 while temporarily removed from the home to:(i) any bank or safe deposit, or any private home or buildingwhere you are living (including while attending full-timeeducation), employed or working in the British Isles;

(ii) anywhere else in the British Isles


b) Under (i) and (ii) the insurer will not cover:

• more than the limit shown in the schedule for loss ordamage to contents in outbuildings and garages;

• loss or damage by theft, unless someone has brokeninto or out of a building by using force and violence ordeception to get in

c) Under (ii) the insurer will not cover:

• loss or damage caused by storm, flood or other weatherconditions to contents that are not in a building;

• loss or damage if contents have been removed for saleor exhibition or placed in a furniture depository

Section 2 - Additional CoverCovers A – I are applicable to all policies where contents is shown in the schedule as included

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C. Contents in the gardenThe insurer will cover loss of or damage to contents by anyof the causes covered under Perils 1 – 10 of this sectionhappening in the open within the boundaries of the home, upto the limit shown in the schedule

a) the excess shown in the scheduleb) loss or damage that happens after the home has been leftunoccupied for more than 60 days;c) theft of pedal cycles unless securely locked to an objectthat cannot be moved

D. Replacement locksIf keys to external doors of the home, or alarm systems or safesfitted in the home are accidentally lost or stolen, the insurerwill pay to replace the locks or lock mechanisms up to the limitshown in the schedule


E. Food in freezersThe insurer will cover loss of or damage to food stored in afreezer in the home, up to the limit shown in the schedule, dueto a change in temperature or contamination by freezingagents

a) the excess shown in the scheduleb) Loss or damage caused by a deliberate act, or strikes by the company (or its employees) supplying your power.

F. Emergency accessThe insurer will cover damage to contents caused whilegaining necessary access to the home to deal with a medicalemergency or to prevent damage to the home upto the limitshown in the schedule


G. Loss of rent and the cost of alternative accommodationIf the home can’t be lived in due to damage covered underSection 1 Buildings Perils numbered 1 to 10 the insurer will payfor:

i. rent payable to you or (if not otherwise insured) reasonableadditional accommodation expenses your tenant has to pay;ii. reasonable additional accommodation expenses for youand your domestic animals until the home is ready to live in;up to the limit shown in the schedule


H. Household removalsThe insurer will cover contents accidentally damaged orstolen during professional removal from the home to yournew permanent home (including while in temporary storagefor up to seven days) within the British Isles

a) the excess shown in the schedule;b) Money, jewellery, watches, items of gold or platinum,stamps and coins;c) Loss or damage to china, glass, earthenware and otheritems of a fragile nature unless they have been packed byprofessional packers

I. Tenant’s liabilityThe insurer will provide cover up to the limit shown in theschedule if you are legally responsible as a tenant for:

i. loss of or damage to the home and fixtures and fittings andcontents belonging to the landlord by any of the causes listedunder perils 1 – 10 of this section;

ii.accidental damage to:

• fixed glass and sanitary fittings installed at the home. Thisincludes glass in solar-panels, baths, shower trays, shower screens, bidets, wash basins, splashbacks, pedestals, sinks,toilet pans and cisterns;

• cables, pipes, septic tanks and drain inspection coverswhich serve the home.

Cover includes up to £1000 for the cost of breaking into (then repairing and backfilling) an underground pipe you are legally responsible for, to clear a blockage between the main sewer and the home if this is necessary because normal methods of releasing the blockage are unsuccessful

a) the excess shown in the scheduleb) Loss or damage

• excluded under Contents in the home;• that happens while the home has been left

unoccupied;• caused by building work which involves alterations,renovations, extensions or repairs

c) Under (ii) the insurer will not cover damage to cables andunderground pipes due to a fault or limit of design,manufacture, construction or installation

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This section of the policy also covers The insurer will not pay

J) Plants, trees and shrubs

The insurer will pay to replace plants, trees and shrubs in the garden at the home if they are damaged by Perils 1, 4, 9 or 10 of this section up to the limit shown in the schedule

a) the excess shown in the scheduleb) Loss or damage that happens after the home has been left unoccupied for more than 60 daysc) Theft or damage caused maliciously by you, paying guests or tenantsd) Smoke damage caused gradually

Cover J is only applicable if the cover level shown in the schedule is Neos Better or Neos Best

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Conditions that apply to Section 2 (contents) onlyHow the insurer will deal with your claim:

1. If you claim for loss or damage to the contents the insurer will at their option repair, replace or pay for any article coveredunder section 2.

2. Pairs, sets and suites

If your Cover Level shown in the schedule is Neos GoodThe insurer will not pay for the cost of replacing any undamaged items which form part of a pair, set, suite or any other item of a uniform nature, design or colour

If your Cover Level shown in the schedule is Neos Better or Neos BestThe insurer will only pay for the cost of replacing any undamaged items which form part of a pair, set, suite or any other item of a uniform nature, design or colour upto the limit shown in the schedule

Your sum insured

1. The insurer will not pay any more than the sum insured for the contents of the home shown in the schedule plus any amounts due under additional covers: A, G and I and subject to any limits shown in the schedule or this section

2. The insurer will not pay more than the single item limit shown in the schedule for any one item, set or collection other than furniture, carpets, curtains and domestic appliances unless listed separately in the schedule as a specified item. The insurer will not pay more than the item sum insured for any specified item listed in the schedule

3. We will not reduce the sum insured under section 2 after the insurer has paid a claim as long as you agree to carry out their recommendations to prevent further loss or damage

4. If you are under insured, which means the cost of replacing or repairing the contents at the time of the loss or damage is more than your sum insured for the contents, then the insurer will only pay a proportion of the claim. For example if your sum insured only covers one half of the cost of replacing or repairing the contents, the insurer will only pay one half of the cost of repair or replacement

26

What is covered What is not covered

Loss or damage to your personal belongings and money shown in the schedule anywhere in the world

a) The excess shown in the scheduleb) loss or damage to

• sports racquets, sticks, bats and clubs while in use• items used for business or professional purposes

(home office equipment is covered under contents)• bonds, stocks, shares and documents of any kind,

other than driving licences and passports• motorised vehicles (other than pedal cycles),

aircraft, boats, sail boards, surfboards, jet skis,caravans, trailers and the parts, spares andaccessories of any of these

• any living plant or creaturec) loss or damage caused by:

• wear and tear, light, weather conditions, moth,vermin, insects, fungus, damp, rust, wet or dry rot,or anything which happens gradually

• chewing, scratching, tearing or fouling by domesticanimals

• the process of cleaning, washing, repairing orrestoring any item

• electrical or mechanical breakdown• confiscation or detention by Customs or other

officials

d) Theft of pedal cycles unless the cycle is in your immediatecustody and control; or securely locked to an object thatcannot be moved; or in a locked buildinge) Theft from an unattended vehicle other than from alocked and concealed boot, concealed luggage compartmentor closed glove compartment of a securely locked vehiclewhich has been broken into by using force and violence andthen only upto the limit shown in the schedulef) Theft, attempted theft or malicious damage caused bypaying guests, tenants or youg) Theft by deception, unless deception is used only as a wayto get into the homeh) Loss in value.i) Any loss that is not the direct result of the insuredincident itselfj) Any loss or damage covered by another policy

Section 3 – Personal belongingsCover included ONLY if shown in the schedule as included

Please refer to your schedule to see the sums insured and cover that you have under this section

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Conditions that apply to Section 3 (personal belongings) onlyHow the insurer will deal with your claim:

1. If you claim for loss or damage to personal belongings the insurer will at their option repair, replace or pay for any article coveredunder section 3

2. Pairs, Sets and Suites

If your cover level shown in the schedule is Neos GoodThe insurer will not pay for the cost of replacing any undamaged items which form part of a pair, set, suite or any other item of auniform nature, design or colour.

If your cover level shown in the schedule is Neos Better or Neos BestThe insurer will only pay for the cost of replacing any undamaged items which form part of a uniform nature, design or colourupto the limit shown in the schedule

1. The insurer will not pay any more than the sums insured for the personal belongings and money shown in the schedule

2. We will not reduce the sum insured under section 3 after the insurer has paid a claim as long as you agree to carry out theirrecommendations to prevent further loss or damage.

3. The insurer will not pay more than the single item limit shown in the schedule for any one item, set or collection unless listedseparately in the schedule as a specified item. The insurer will not pay more than the item sum insured for any specified itemlisted in the schedule

Your sum insured

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Section 4 – Home emergency Cover included ONLY if shown in the schedule as included

Additional DefinitionsWherever the following words appear in this section they will have the meanings shown below

Central heating boiler A boiler located in your home (or connecting garage).

The contractor or tradesperson chosen by the insurer to respond to your home emergency

a) Contractor’s reasonable and properly charged labour costs, parts and materials.b) Where necessary, alternative accommodation costs incurred under Insured event 8.The maximum payable by the insurer is £1,000 for all claims related by time or original cause

A sudden unexpected event which requires immediate action in order to: a) prevent damage or avoid further damage to the home, and/or b) render the home safe or secure, and/or c) restore the main services to the home, and/or d) alleviate any health risk to you

Brown or black rats, house or field mice and wasps’ or hornets’ nests

Your cover under Section 4

Following an Insured event which results in a home emergency the insurer will pay emergency costs provided that all of the following requirements are met:

1) You have paid the insurance premium.

2) The claim is reported to the insurera) during the period of insurance andb) as soon as possible after you first become aware of a home emergency.

3) You always agree to use the contractor chosen by the insurer.

What is covered What is not covered

The insurer will indemnify you The Insurer will not indemnify you for any liability arising from or related to:

1. Main heating systemThe total failure or complete breakdown, whether or not causedby accidental damage, of the main heating system (including acentral heating boiler, all radiators, hot water pipes and water storage tanks) in your home.

a) a main heating system (including a central heating boiler)which is more than 15 years oldb) LPG fuelled, oil fired, warm air and solar heating systemsor boilers with an output over 60Kw/hrc) a central heating boiler which has not been servicedwithin the 12 months prior to the date of a home emergencyclaim.

2. Plumbing & drainageThe sudden damage to, or blockage or breakage or flooding of,the drains or plumbing system including water storage tanks,taps and pipe-work located within your home, which results ina home emergency.

a) the replacement of parts that suffer damage or thegradual process of wear and tear over time (such as drippingtaps, washers or discs forming part of a tank, pipe or tap)

Contractor

Emergency costs

Home emergency

Vermin

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3. Home securityDamage to (whether or not accidental) or the failure of externaldoors, windows or locks; which compromises the security of your home.

4. Toilet unitBreakage or mechanical failure of the toilet bowl or cisternresulting in the loss of function provided that there is no other toilet in your home.

5. Domestic power supplyThe failure, whether or not caused accidentally, of your home’sdomestic electricity or gas supply.

6. Lost keysThe loss or theft of the only available keys, if you cannot replacethem to gain access to your home.

7. Vermin infestationBrown or black rats, house or field mice, and wasps’ or hornets’nests causing damage inside your home or a health risk to you.

8. Alternative accommodation costsYour overnight accommodation costs including transport tosuch accommodation following a home emergency whichmakes your home unsafe, unsecure or uncomfortable to stay inovernight.

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Exclusions that apply to Section 4 (home emergency) onlyYou are not covered for any claim arising from or relating to:

1. emergency costs which have been incurred before the insurer accept a claim

2. an Insured event which happens within the first 48 hours of cover if you purchase this Section after the commencement of this policy

3. emergency costs where there is no one at your home when the contractor arrives

4. any matter occurring prior to, or existing at the start of this cover, and which you believed or ought reasonably to have believed could give rise to a claim under this policy

5. any wilful or negligent act or omission or any third party interference or faulty workmanship which does not comply with recognised industry standards or manufacturer’s instructions

6. a main heating system (including a central heating boiler) which is more than 15 years old

7. LPG fuelled, oil fired, warm air and solar heating systems or boilers with an output over 60Kw/hr

8. the cost of making permanent repairs including any redecoration or making good the fabric of your homea. once the home emergency situation has been resolvedb. arising from damage caused:

i. in the course of the repair orii. in the course of investigation of the cause of the Insured event oriii. in gaining access to your home

c. the interruption, failure or disconnection of the mains electricity, mains gas or mains water supplyd. the replacement of parts that suffer damage or the gradual process of wear and tear over time (such as dripping taps, washers

or discs forming part of a tank pipe or tap)

9. your garage (except a central heating boiler located in a connecting garage), outbuildings, boundary walls, fences, hedges, cess pit, fuel tank or septic tank

10. your home being left unoccupied for more than 60 days consecutively

11. goods or materials covered by a manufacturer’s, supplier’s or installer’s warranty

12. the failure of equipment or facilities which have not been installed, maintained or serviced in accordancewith legal regulations or manufacturer’s instructions, or which is caused by a design fault which makes them inadequate or unfit for use

13. a claim covered by another policy, or any claim that would have been covered by any other policy if this policy did not exist

14. subsidence, landslip or heave

15. a property that is not your main residence or that you rent or let

16. blockage of supply or waste pipes to your home due to freezing weather conditions

17. pressure waves from aircrafts or other aerial devices travelling at sonic or supersonic speed

18. any terrorist action (regardless of any other cause or event contributing concurrently or in any other sequence to the liability) or any action taken in controlling, preventing or suppressing terrorist action. If the insurer alleges that by reason of this exclusion any liability or loss is not covered by this policy, burden of proving the contrary shall be upon you

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Conditions that apply to Section 4 (home emergency) Failure to keep any of these conditions may lead us to cancel your cover, or the insurer to refuse to pay a claim:

1. Your responsibilitiesYou must:

a. observe and keep to the terms of the policyb. not do anything that hinders the insurer or the contractorc. tell the insurer as soon as practicable after first becoming aware of any home emergencyd. tell the insurer as soon as practicable of anything that may materially alter their assessment of the claime. cooperate fully with the contractor and the insurerf. provide the insurer with everything they need to help them handle the claimg. take reasonable steps to recover emergency costs that the insurer pays and pay to the insurer all costs that are recovered

should these be paid to youh. minimise any emergency costs and try to prevent anything happening that may cause a claimi. allow the insurer at any time to take over and conduct in your name any claim, proceedings or investigationj. be able to prove that the central heating boiler has been serviced within the 12 months prior to the date of a home emergency

claim.

2. ConsentThe Insurer must give you their consent to incur emergency costs. The insurer does not accept liability for emergency costs incurred without their consent.

3. SettlementYou must not settle the contractor’s invoice or agree to pay emergency costs that you wish to claim for under this policy without the insurer's agreement.

4. Contracts (Rights of Third Parties) Act 1999A person who is not party to this contract has no right to enforce the terms and conditions of this policy under the Contracts (Rights of Third Parties) Act 1999.

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Section 5 – Legal cover Cover included ONLY if shown in the schedule as Included

Additional definitions Wherever the following words appear in this section they will have the meanings shown below:Appointed advisor The solicitor, accountant, mediator or other advisor appointed by the insurer to act on behalf of the insured. Collective conditional fee agreement A legally enforceable agreement entered into on a common basis between the appointed advisor and the insurer to pay their professional fees on the basis of 100% “no-win no-fee”Conditional fee agreementA legally enforceable agreement between the insured and the appointed advisor for paying their professional fees on the basis of 100% “no-win no-fee”Communication costsThe reasonable cost of phone calls, postage (including special delivery), image scanning, photocopying or credit reports where the insured has taken advice from the insurer's Identity Theft Advice and Resolution ServiceLegal costs & expenses

a. Reasonable legal costs and disbursements reasonably and proportionately incurred by the appointed advisor on the standard basis and agreed in advance by the insurer. The term “standard basis” can be found within the Courts’ Civil Procedure Rules Part 44b. In civil claims, other side’s costs, fees and disbursements where the insured has been ordered to pay them or pays them with the insurer's agreementc. Reasonable accountancy fees reasonably incurred under Insured event 6 Tax by the appointed advisor and agreed by the insurer in advanced. The insured’s basic wages or salary under Insured event 8 Loss of earnings while attending court or tribunal at the request of the appointed advisor or whilst on jury service

e. The insured’s communication costs

Reasonable prospects of success1. Other than as set out in 2. and 3. below, a greater than 50% chance of the insured successfully pursuing or defending the

claim and, if the insured is seeking damages or compensation, a greater than 50% chance of enforcing any judgment that might be obtained.

2. In criminal prosecution claims where the insured:a) pleads guilty, a greater than 50% chance of reducing any sentence or fine or b) pleads not guilty, a greater than 50% chance of that plea being accepted by the court

3. In all claims involving an appeal, a greater than 50% chance of the insured being successful

(1) of the Civil Procedure Rules 1999; a court in Scotland that uses the simple claims procedure as set out by the Courts Reform (Scotland) Act 2014, a court in Northern Ireland where the sum in dispute is less than £3,000 or the equivalent jurisdiction in the Channel Islands and Isle of Man where the policy applies

Territorial limitFor insured events 2 Contract and 4 Personal injury: the United Kingdom, Channel Islands, Isle of Man, countries in the European Union, Norway and Switzerland. For all other Insured events: the United Kingdom, Channel Islands and Isle of Man

Where it has been determined that reasonable prospects of success as set out in 1., 2. and 3. above do not exist, the insured shall be liable to pay any legal costs incurred should they pursue or defend their claim irrespective of the outcome.

Small claims courtA court in England & Wales that hears a claim falling under the small claims track in the County Court as defined by Section 26.6

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Your cover under Section 5Following an insured event the insurer will pay the insured’s legal costs & expenses up to £50,000 (including the cost of appeals) for all claims related by time or originating cause, subject to all of the following requirements being met:

1. You have paid the insurance premium.

2. The insured keeps to the terms of this policy and cooperates fully with the insurer.

3. The Insured event happens within the territorial limit.

4. The claima) always has reasonable prospects of success andb) is reported to the insurer

i) during the period of insurance andii) as soon as the insured first becomes aware of circumstances which could give rise to a claim.

5. Unless there is a conflict of interest the insured always agrees to use the appointed advisor chosen by the insurer in any claim

a) to be heard by the small claims court and/orb) before proceedings have been or need to be issued.

6. Any dispute will be dealt with through mediation or by a court, tribunal, Advisory Conciliation and Arbitration Service or arelevant regulatory body agreed with the insurer.

A claim is considered to be reported to the insurer when they have received your fully completed claim form.

Insured events covered

1. EmploymentA dispute with your current, former or a prospective employer relating to their contract of employment or related legal rights.A claim can be brought once all internal dismissal, disciplinary and grievance procedures as set out in the

a) ACAS Code of Practice for Disciplinary and GrievanceProcedures, orb) Labour Relations Agency Code of Practice on Disciplinary and Grievance Procedures in Northern Ireland

have been or ought to have been concluded.The insured is required to cooperate fully with ACAS regarding mediation and not do anything that hinders a successful outcome.

What is not covered under Insured event 1Any claim arising from or relating to:

1. a dispute arising solely from personal injury2. defending the insured other than defending an appeal3. legal costs & expenses for an employer’s internal

disciplinary process or an employee’s grievance hearingor appeal

4. an insured’s employer’s or ex-employer’s pensionscheme

5. compromise or settlement agreement between theinsured and their employer unless such agreementarises from an ongoing claim under the policy.

2. ContractA dispute arising out of an agreement or alleged agreementwhich has been entered into by the insured for

a) buying or hiring consumer goods or servicesb) privately selling goodsc) buying or selling your main homed) renting your main home as a tenante) the occupation of your main home under a lease.

What is not covered under Insured event 2Any claim arising from or relating to:

1. a dispute with a tenant or leasee where the insured isthe landlord or lessor

2. loans, mortgages, pensions, or any other banking, life or long-term insurance products, savings or investments

3. the insured’s business activities, trade, venture for gain,profession or employment

4. a contract involving a motor vehicle5. a settlement due under an insurance policy6. construction work, or designing, converting or extending

any building where the contract value exceeds £6,000including VAT.

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3. PropertyA dispute relating to visible property which the insured ownsfollowing

a) an event which causes physical damage to the insured’sproperty including your main homeb) a public or private nuisance or trespass provided thatwhere any boundary is in dispute, you have proof of wherethe boundary lies.

What is not covered under Insured event 31. The first £250 of any claim under Insured event 3 b). This

is payable by the insured as soon as the insurer acceptsthe claim.

2. Any claim arising from or relating to:a. a contract entered into by an insuredb. any building or land other than your main homec. a motor vehicled. the compulsory purchase of, or demolition,restrictions, controls or permissions placed on yourproperty by any government, local or public authoritye. defending any dispute under Insured event 3 a) otherthan defending a counter claim or an appealf. a dispute with any party other than the person(s)who caused the damage, nuisance or trespass.

4. Personal injuryA sudden event directly causing the insured physical bodily injury or death.

What is not covered under Insured event 4Any claim arising from or relating to:1. A condition, illness or disease which develops gradually

over time2. mental injury, nervous shock, depression or

psychological symptoms where the insured has notsustained physical injury to their body

3. defending any claim other than an appeal.

5. Clinical NegligenceA dispute arising from alleged clinical neligence or malpractice.

What is not covered under Insured event 5

1. Any claim arising from or relating to a contract dispute.2. Defending any claim other than an appeal.

6. TaxA formal enquiry into the insured’s personal tax affairs,provided that all returns are complete and have been sumbittedwithin the legal timescales permitted.

What is not covered under Insured event 6Any claim arising from or relating to:1. tax returns where HM Revenue & Customs impose a

penalty or which contain careless and/or deliberatemisstatements

2. business or venture for gain of the insured3. where the Disclosure of Tax Avoidance Scheme

Regulations apply or should apply to the insured’sfinancial arrangements

4. any enquiry that concerns assets, monies or wealthoutside of Great Britain and Northern Ireland

5. an investigation by the Fraud Investigation Service of HM Revenue & Customs.

7. Legal defencea. WorkAn alleged act or omission of the insured that arises fromtheir work as an employee and results in:

i. the insured being interviewed by the police or otherswith the power to prosecuteii. a prosecution being brought against the insured in acourt of criminal jurisdictioniii. civil proceedings being brought against the insuredunder unfair discrimination laws.

b. MotorA motoring prosecution being brought against the insured.c. OtherA formal investigation or disciplinary hearing being broughtagainst the insured by a professional or regulatory body.

What is not covered under Insured event 7Any claim arising from or relating to:1. owning a vehicle or driving without motor insurance or

driving without a valid driving licence2. a parking offence.

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8. Loss of earnings

The insured’s absence from work to attend court, tribunal, arbitration or regulatory proceedings at the request of the appointed advisor or whilst on jury service which results in loss of earnings.


1. Loss of earnings in excess of £1,000.2. Any sum which can be recovered from the court or

tribunal.

9. Identity theft

A dispute arising from the use of the insured’s personal information without their permission in order to commit fraud or other crimes provided the insured contacts the insurer's Identity Theft Advice and Resolution Service as soon as they suspect that their identity may have been stolen.


The insurer will not pay for any money claimed, goods, loans, or other property or financial loss or other benefit obtained as a result of the identity theft.

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What is not covered by section 5 (legal cover)The insured is not covered for any claim arising from or relating to:1. legal costs & expenses incurred without the insurer's consent

2. any actual or alleged act or omission or dispute happening before, or existing at the start of the policy and which theinsured believed or ought reasonably to have believed could lead to a claim

3. an amount below £100

4. an allegation against the insured involvinga) assault, violence, dishonesty, malicious falsehood or defamationb) the manufacture, dealing in or use of alcohol, illegal drugs, indecent or obscene materialsc) illegal immigrationd) offences under Part 7 of the Proceeds of Crime Act 2002 (money laundering offences)

5. a dispute between your family members

6. an insured’s deliberate or reckless act

7. a judicial review

8. a dispute arising from or relating to clinical negligence except as provided for in Insured event 5 Clinical negligence

9. a dispute with the insurer not dealt with under Condition 6, or the insurer or the company that sold this policy

10. a group litigation order

11. the payment of fines, penalties or compensation awarded against the insured.

Conditions that apply to section 5 (Legal Cover)

Where the insurer’s risk is affected by the insured’s failure to keep to these conditions we can cancel your policy, refuse a claim

or withdraw from an ongoing claim. The insurer also reserves the right to recover legal costs & expenses from the insured if this

happens

1. The insured’s responsibilities

An insured must:a. tell the insurer immediately of anything that may make it more costly or difficult for the appointed advisor to resolve

the claim in the insured’s favour

b. cooperate fully with the insurer, give the appointed advisor any instructions they require, and keep them updated

with progress of the claim and not hinder them

c. take reasonable steps to claim back legal costs & expenses and, where recovered, pay them to the insurer

d. keep legal costs & expenses as low as possible

e. allow the insurer at any time to take over and conduct in the insured’s name, any claim.

2. Freedom to choose an appointed advisora. In certain circumstances as set out in 2b) below the insured may choose an appointed advisor. In all other cases no

such right exists and the insurer shall choose the appointed advisor.

b. The insured may choose an appointed advisor if

i. the insurer agrees to start proceedings or proceedings are issued against an insured, or

ii. there is a conflict of interest

except where the insured’s claim is to be dealt with by the small claims court where the insurer shall choose the

appointed advisor.

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c. Where the insured wishes to exercise the right to choose, the insured must write to the insurer with their preferred

representative’s contact details. Where the insured chooses to use their preferred representative, the insurer will not

pay more than they agree to pay a solicitor from their panel. (The insurer's panel solicitor firms are chosen with care and

they agree special terms with them which may be less than the rates available from other firms.)

d. If the insured dismisses the appointed advisor without good reason, or withdraws from the claim with out theinsurer's written agreement, or if the appointed advisor refuses with good reason to continue acting for an insured,

cover will end immediately.

e. In respect of a claim under Insured event 1 Employment, 2 Contract, 4 Personal injury or 5 Clinical negligence, the

insured must enter into a conditional fee agreement or the appointed advisor must enter into a collective

conditional fee agreement, where legally permitted.

3. Consent

a. The insured must agree to the insurer's having sight of the appointed advisor’s file relating to the insured’s claim. The insured is considered to have provided consent to the insurer or their appointed agent to have sight of their file for auditing and quality control purposes.

b. An insured must have your agreement to claim under this policy.

4. Settlement

a. The insurer has the right to settle the claim by paying the reasonable value of the insured’s claim.

b. The insured must not negotiate, settle the claim or agree to pay legal costs & expenses without the insurer's written agreement.

c. If the insured refuses to settle the claim following advice to do so from the appointed advisor, the insurer reserves the right to refuse to pay further legal costs & expenses.

d. The insured must settle communication costs arising from Insured event 9 Identity theft in the first instance and make a receipted claim to the insurer for reimbursement.

5. Barrister’s opinion

The insurer may require the insured to obtain and pay for an opinion from a barrister if a dispute arises regarding the merits or value of the claim. If the opinion supports the insured, then the insurer will reimburse the reasonable costs of that opinion. If that opinion conflicts with advice obtained by the insurer, then the insurer will pay for a final opinion which shall be binding on the insured and the insurer.

This does not affect the insured’s right under the complaints process detailed under Other important information applicable to the whole of this insurance.

6. Other insurance

The insurer will not pay more than their fair share (rateable proportion) for any claim covered by another policy, or any claim that would have been covered by any other policy if this policy did not exist.

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General exclusions applicable to the whole of this insuranceThe Insurer will not cover:

caused or occasioned by any person(s) or group(s) of persons in whole or in part for political, religious, ideological or similar purposes including, but not limited to, the intention to influence any government and/or to put the public or any section of the public in fear, or is claimed to be caused or occasioned in whole or in part for such purposes.

a) Warany consequence whatsoever which is the direct or indirect result of any of the following, or anything connected with any ofthe following, whether or not such consequence has been contributed to by any other cause or event: war, invasion, act offoreign enemy, hostilities or a warlike operation or operations (whether war be declared or not), civil war, mutiny, rebellion,revolution, military rising, insurrection, civil commotion assuming the proportions of or amounting to an uprising, military orusurped power.

b) Terrorism

any consequence whatsoever which is directly or indirectly caused by nuclear and/or chemical and/or biological and/or

radiological means, or anything connected with those means, and which is the direct or indirect result of Terrorism, or anything

connected with Terrorism, whether or not such consequence has been contributed to by any other 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/orb. 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

g) Events before the cover start date

c) Other actionsany consequence whatsoever which is the direct or indirect result of any of the following, or anything connected with any of the following, whether or not such consequence has been contributed to by any other cause or event:any action taken in controlling, preventing, suppressing or in any way relating to a) War or b) Terrorism above.

d) Radioactivityloss, damage or liability which involves:

a. ionising radiation or radioactive contamination from nuclear fuel or nuclear waste; orb. the radioactive, toxic, explosive or other dangerous properties of explosive nuclear equipment.

e) Contamination and pollution exclusionanything arising from pollution or contamination, unless caused by a sudden and unexpected accidentwhich can be identified, or by oil leaking from a domestic oil installation at your home

f) Deliberate or Criminal Acts

any loss or damage:

• deliberately caused by; or• arising from a criminal act caused by;

you or by any person living with you

anything which occured before the cover under this policy started

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h) Diminution in valueThe Insurer will not pay for any reduction in value of the property insured following repair or replacement paid for under thisinsurance.

i) Electronic Data ExclusionUnless you have cover for computer attack shown as included in the schedule. The Insurer will not pay for loss, damage,destruction, distortion, erasure, corruption or alteration of electronic data from any cause whatsoever(including but not limited to Computer attack) or loss of use, reduction in functionality, cost, expense of whatsoever nature resultingtherefrom, regardless of any other cause or event contributing concurrently or in any other sequence to the loss.However in the event of a fire or explosion resulting from any matter described above, this insurance will cover physical damageoccurring during the policy period to the property insured by the original policy.Should electronic data processing media insured by this policy suffer physical loss or damage insured by this policy, then the basis ofvaluation shall be the cost of the blank media plus the costs of copying the Electronic data from back-up or from originals of aprevious generation. These costs will not include research and engineering or any costs of recreating, gathering or assembling suchelectronic data. If the media is not repaired, replaced or restored the basis of valuation shall be the cost of the blank media. Howeverthis insurance does not insure any amount pertaining to the value of such electronic data to the Insured or any other party, even ifsuch electronic data cannot be recreated, gathered or assembled.

j) Wear and Tear Exclusion

Any loss or damage caused by wear tear or any and other gradual operating cause

k) Faulty Workmanship Exclusion

Any loss or damage arising from faulty design, specification, workmanship or materials

l) Sanction Limitation and Exclusion ClauseNo insurer shall be deemed to provide cover and no insurer shall be liable to pay any claim or provide any benefit hereunder to theextent that the provision of such cover, payment of such claim or provision of such benefit would expose that insurer to anysanction, prohibition or restriction under United Nations resolutions or the trade or economic sanctions, laws or regulations of theEuropean Union, United Kingdom or United States of America.

The new way to actively protect your home

Neos Ventures Ltd, 47 Bermondsey Street, London, SE1 3XT | e: [email protected] | www.neos.co.uk

Neos Ventures Ltd is a private limited company registered in England and Wales. Company Number: 09941700Neos Ventures Ltd is authorised and regulated by the Financial Conduct Authority (FCA)- Reference no. 752145

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