FLATSYour Policy Terms and ConditionsNovember 2004 Edition

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WELCOME TO AXA

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Introducing AXA

One of the world’s largest insurersWith more than 50 million customers across the globe, AXA is one of theworld’s largest insurance providers. We have a presence in over 50 countries,yet we pride ourselves on having a real understanding of local issues.

Care, advice & support - when you need itWe are a world leader in financial protection and wealth management. We offera wide range of insurance and financial products to meet your business andpersonal needs, and are committed to delivering consistent care, advice andsupport when you need it.

We employ 117,000 people worldwide, and are also one of the thirty largestcompanies of any kind (Fortune magazine’s Global 500 for 2003)

AXA helps people to get the best out of life. To achieve this, we provide a widerange of products and services including: Business Insurance, Home andMotor Insurance, Investments, Life Assurance, Retirement Planning, Long TermCare, Asset Management, Medical Insurance and Dental Payment Plans.

AXA Insurance UK plc is authorised and regulated by the Financial ServicesAuthority. This can be checked on the FSA’s website at www.fsa.gov.uk/registeror by contacting them on 0845 606 1234.

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3 Contents

• Your Policy 4

• Important Helplines 5

• Definitions 6

• Section 1 – Buildings of the Flats 8

• Section 2 – Contents of the Communal Parts 13

• Section 3 – Public Liability 15

• Section 4 – Employers Liability 17

• Section 5 – Terrorism 19

• Section 6 – Special Clauses 21

• Exclusions 22

• Policy Conditions 26

• Making Yourself Heard 28

Flats Policy CONTENTS

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YOUR POLICY Flats Policy

Your Policy

The Company in consideration of the payment of the premium shall provide insurance against loss destruction damage or liabilityoccurring at any time during the period of insurance (or anysubsequent period for which the Company accepts a renewalpremium) in accordance with the Sections of the Policy shown asoperative in the Schedule subject to the exclusions, provisions andconditions of the Policy

The Policy and the Schedule should be read together as onecontract and the Proposal Form/Statement of Fact made by You isthe basis of the contract

Important

We recommend You read this Policy togetherwith Your schedule to ensure that it meetswith Your requirements. Should You have any queries please contact Us or Yourinsurance adviser

Your attention is drawn to the Complaintsprocedure (Making Yourself Heard) on page 28

The law applicable to this Policy

You are free to choose the law applicable tothis Policy. Your Policy will be governed bythe law of England and Wales unless Youand We have agreed otherwise

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Flats Policy IMPORTANT HELPLINES

Important Helplines

GlassReplacementService

0870 333 1424 A quick and efficient repair/replacement serviceis available 24 hours a day 365 days a year.

In order to maintain a quality service, telephone calls may be monitored or recorded.

EmergencyHelpline

0870 241 8178 Our 24 hour emergency helpline serviceprovides help when you most need it. Pleasequote scheme number PRC200100 when youcall. We will provide details of reputablecontractors who will be able to help.

Legal and TaxAdvice

0870 241 8178 Our advice line provides free confidential legaland tax advice. Please quote scheme numberPRC200100 when you call.

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DEFINITIONS Flats Policy

Definitions

Wherever the following words and phrases appear in the Policythey will always have these meanings

Block of Flats

The building(s) of the Block(s) of Flats shownin the schedule including domesticoutbuildings greenhouses landlords fixturesand fittings swimming pools and tenniscourts squash courts walls gates fenceshedges paved terraces patios paths anddrives all on the same premises and inaddition any private garages owned andused in connection with the Block of Flats

Unless shown differently in the schedule theFlats are of Standard Construction

Business

Owners of and/or the organisation andmanagement of the Block of Flats or thePrivate Dwelling House

Contents of Communal Parts

Furniture and all other property belonging toYou or for which You are responsible in or onthe stairs halls and other communal parts ofthe Block of Flats but not the contents ofindividual Flats themselves

Damage

Loss destruction or damage

Private Dwelling House

A building shown on the schedule occupiedsolely as a private residential dwellingincluding domestic outbuildings greenhouseslandlords fixtures and fittings swimming poolsand tennis courts squash courts walls gatesfences hedges paved terraces patios pathsand drives all on the same premises and inaddition any private garage(s) owned andused in connection therewith

Unless shown differently in the Schedule thePrivate Dwelling House is of StandardConstruction

Employee

a) Any person under a contract of service orapprenticeship with You

b) Any person who is hired to or borrowedby You

c) Any person engaged in connection with awork experience or training scheme

d) Any labour master or person supplied by him

e) Labour only sub-contractors and personsengaged by them

f) Any self-employed person working on alabour only basis under Yourcontrol/supervision

g) Any voluntary helper

while working for You in connection with the Business

Flat

A self contained unit of residential accommodation forming part of the Block of Flats

Injury

Bodily injury death disease illness ornervous shock

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Flats Policy DEFINITIONS

Money

Cash bank or currency notes chequespersonal bank cash guarantee and creditcards postal orders postage stamps whichare not part of a collection trading stampsPremium Bonds National Savings stamps or certificates luncheon vouchers record book or similar tokens

Offshore

From the time of embarkation onto aconveyance at the point of final departurefrom land to any offshore rig or any offshoreplatform and until such time ofdisembarkation from any conveyance ontoland upon return from any offshore rig or any offshore platform

Proposal

The Proposal Form/Statement of Fact Youhave completed and any other informationgiven to Us by You or on Your behalf

This is the basis of the contract between You and Us

Resident

The owner lessee or tenant of any Flat orPrivate Dwelling House and any member ofhis/her family permanently residing withhim/her

Standard Construction

Mainly brick stone or concrete built andmainly roofed with slates tiles metal asbestos asphalt or concrete

Non Standard Construction

Constructed of materials other than those detailed in the definition Standard Construction

Sum Insured

The amount of cover which represents:

In respect of Section 1 – the full cost ofrebuilding the Block of Flats or PrivateDwelling House in the same form style andcondition as new plus a reasonable amountfor architects surveyors and legal fees debrisremoval costs and other costs to comply withgovernment or local authority requirements

It should be noted that the rebuilding cost in areas of high property values may bedifferent from the market value

In respect of Section 2 – the full cost ofreplacement as new of the Contents ofCommunal Parts

Territorial Limits

Great Britain Northern Ireland the Channel Islands or the Isle of Man other than Offshore

AXA Insurance, Company, We, Us, Our

AXA Insurance UK plc

You/Your

The person people or manager on behalf of the individual owners shown in the scheduleas the Insured

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THE BUILDINGS Flats Policy

1 What is Insured?

The Block of Flats or Private Dwelling Houseis insured against Damage by the followingperils If more than one Block of Flats orPrivate Dwelling House is insured by thePolicy any exclusion or limitation appliesseparately to each Block of Flats or PrivateDwelling House

2 Perils Insured

a) Fire smoke explosion lightning or earthquake

b) Riot civil commotion labour and politicaldisturbances and strikes

c) Malicious damage and vandalism but not:

• Damage by any Resident to the Flat orPrivate Dwelling House in whichhe/she resides

• Damage by You any member of Yourfamily or any Employee

d) Impact by

i) aircraft or other aerial devices oranything dropped from them

ii) vehicles

iii) trains

iv) animals but not:

• Damage by domestic pets

v) falling trees or branches

vi) falling aerials or masts

vii) falling television satellite dishes

e) Storm or flood but not:

• Damage by frost

• Damage to outdoor swimming poolstennis courts paved terraces patiosfences gates paths and drives

f) Subsidence or heave of any part of thesite on which the Block of Flats or PrivateDwelling House stands or landslip but not:

• Damage to outdoor swimming poolstennis courts paved terraces wallsgates fences patios paths and drivesunless the main building of the Blockof Flats or Private Dwelling House isdamaged at the same time by thesame cause

• Damage caused within ten years ofconstruction by

i) the normal settlement or beddingdown of new structures

ii) the settlement of made up groundor of materials brought to the site

• Damage caused by

i) coastal or river erosion

ii) defective design or workmanship orthe use of defective materials

• Damage to solid floor slabs orDamage resulting from theirmovement unless the foundationsbeneath the outside walls of the mainbuilding of the Block of Flats or PrivateDwelling House are damaged at thesame time by the same cause

• Damage resulting from

i) demolition construction structuralalteration or repair of any propertyor

ii) groundworks or excavation

at the Block of Flats or PrivateDwelling House

g) Bursting or leaking of water apparatusand the escape of water from or thefreezing of any fixed domestic water orheating installation but not:

• Damage caused by wet or dry rot rust corrosion or other wear tear and deterioration

h) Damage to any fixed domestic water orheating installation caused by its ownforcible and violent bursting but not:

• Damage caused by rust corrosion orother wear tear and deterioration

Section 1 – The Buildings

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Flats Policy THE BUILDINGS

i) Theft or attempted theft but not:

• Damage by You or Your family or any Employee

j) Escape of oil from any fixed domestic oilheating installation

k) Any other accidental loss or damage but not:

• wear tear deterioration atmospheric orclimatic conditions settlementshrinkage drying out wet or dry rotvermin woodboring insects fungus orany gradually operating cause

• everything excluded under PerilsInsured a)-j) and paragraph 3

• cost of maintenance or routine decoration

• faulty workmanship or design or theuse of faulty materials

• Damage to the buildings or any part ofthem arising from constructionstructural alteration or repair or demolition

• sudden and unforeseen Damage toproperty which is insurable under anengineering insurance policy

3 Extensions

The Policy will pay for

a) Additional Expenses

the necessary expenses You incur forrebuilding or repairing the Block of Flatsor Private Dwelling House as a result ofDamage insured by this Policy namely

i) architects surveyors and legal fees

ii) the costs of clearing debris from thesite or demolishing or shoring up theBlock of Flats or Private DwellingHouse

iii) other costs to comply with governmentor local authority requirements

b) Pipes Cables and Drains

the cost of repairing accidental damage to cables underground pipes and drains(and their inspection covers) serving theBlock of Flats or Private Dwelling Housebut not:

• Damage which You are not legallyresponsible to repair

• Damage caused by rust corrosion orother wear and tear

c) Trace and Access

the reasonable costs necessarily incurredby You in locating the source andsubsequent making good of Damageunder paragraph 2g) and paragraph 3b)but not:

• any amount in excess of £5,000 inrespect of any one Block of Flats orPrivate Dwelling House

• any amount in excess of £25,000 inany one year of insurance

d) Breakage of Glass and Sanitary Fixtures

accidental breakage in the Block of Flatsor Private Dwelling House of solar glassheating panels fixed glass and sanitaryfixtures but not:

• Damage which is not accidental and unforeseen

e) Loss of Rent and AlternativeAccommodation Expenses

i) rent (including ground rent andmanagement charges) You should payor should have received but have lost

ii) the costs of reasonable alternativeaccommodation and temporarystorage of Your furniture

iii) the cost of reasonable accommodationin kennels or catteries for Your dogsand cats

while

iv) Your Flat or Private Dwelling House isunfit to live in or

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THE BUILDINGS Flats Policy

v) access to Your Flat or Private DwellingHouse is denied

as a result of Damage insured by thisPolicy but not:

• any amount in excess of 20% of theSum Insured

but in respect of each individual Flat orPrivate Dwelling House the paymentmade may be adjusted according to thepercentage contribution made by eachFlat or Private Dwelling House towardsthe total management charges and/orground rent of the Block of Flats orhousing development

f) Damage to Landscaped Gardens

Damage done to landscaped gardens bythe Emergency Services in attending theBlock of Flats or Private Dwelling Housedue to Damage insured by this Policy butnot:

• any amount in excess of £25,000 inany one year of insurance

g) Theft of Keys

the reasonable costs necessarily incurredin replacing external door locks at theBlock of Flats or Private Dwelling Houseincluding external door locks for individualFlats following loss of keys by

i) theft from the Block of Flats, individualFlats Private Dwelling House orRegistered Office or from the home of

or

ii) theft following hold-up whilst such keysare in the personal custody of

You or any Employee authorised to holdsuch keys

but not:

• any amount in excess of £1,000 inrespect of any one Block of Flats orPrivate Dwelling House

• any amount in excess of £25,000 inany one year of insurance

h) Loss of Metered Water

the unit cost of metered water at thecurrent rate per cubic metre consumed asa direct result of Damage arising underparagraph 2g) but not:

• any amount in excess of £5,000 inrespect of any one claim

i) Closed Circuit Televisions

the cost of repairing accidental damage to closed circuit television systems at the Block of Flats or Private DwellingHouse but not:

• any amount in excess of £5,000 inrespect of any one claim

j) Removal of Nests

the cost of removing wasps or bees nestsfrom the Block of Flats or Private Dwelling House

but not:

• any amount in excess of £250 inrespect of any one claim

k) Tree Felling or Lopping

the cost of felling or lopping trees at theBlock of Flats or Private Dwelling Housewhich are an immediate threat to thesafety of life or property as a result ofDamage by paragraphs a)-j) of the Perils Insured

but not:

• any amount in excess of £500 inrespect of any one claim

• any amount in excess of £2,500 in anyone period of insurance

l) Unauthorised Occupation

If during the period of insuranceunauthorised persons take possessionkeep possession or occupy the Block ofFlats Your Flat or Your Private DwellingHouse

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Flats Policy THE BUILDINGS

We will pay

i) the costs You incur in terminating suchunauthorised use

ii) the cost of metered electricity gas orwater for which You are legallyresponsible arising from suchunauthorised use but not any amount

• in excess of £5,000 in respect of anyone Flat or Private Dwelling House

• in excess of £25,000 in the aggregatein any one period of insurance

4 Claims Settlement

a) If the Block of Flats or Private DwellingHouse is damaged by any Peril Insuredthen We will either

i) pay for the rebuilding or repair or

ii) make a money payment instead

provided that

iii) the Sum Insured when the Block ofFlats or Private Dwelling House isdamaged is sufficient to rebuild it

iv) the property has been maintained in agood state of repair

b) In the event of Damage to matching setsgroups and collections We will not pay forthe cost of replacing an undamaged orunbroken item or parts of items formingpart of a set suite or other article ofuniform nature colour or design whereDamage or breakage occurs within aclearly identifiable area to a specific partand replacements cannot be matched

c) The maximum amount payable in anyperiod of insurance in respect of Damageto the Block of Flats or Private DwellingHouse by a)-j) of the Perils Insured plusAdditional Expenses shall not exceed theSum Insured shown in the schedule asadjusted in accordance with the InflationProtection and Extensions and Alterationsclauses and any amount excluded underthe Perils Insured

5 Maintenance

You must keep the Block of Flats or Privatedwelling House in a good state of repair

6 Empty Blocks ofFlats/UnoccupiedFlats/Unoccupied PrivateDwelling Houses

• We must be notified immediately inwriting whenever a Block of Flats orPrivate Dwelling House becomes empty

• We will not pay for any claim arisingunder paragraphs c) (Malicious Damage)g) (Escape of Water) h) (Damage toWater Installations) i) (Theft) of the PerilsInsured and paragraph d) (Glass) of theExtensions if any Flat(s) or PrivateDwelling House(s) is/are left without anoccupant for more than 30 consecutivedays unless:

i) Either

a) the gas electricity oil and watersupplies are turned off and duringthe months of October to March(inclusive) the water system(including the central heatingsystem) is drained

or

b) during the months of April toSeptember (inclusive) the gaselectricity oil and water supplies areturned off and during the months ofOctober to March (inclusive) thecentral heating system is put intoeffective operation for at least aminimum of 4 hours in every 24hours with those services notnecessary for its operation turnedoff/drained

ii) The Flat(s) or Private DwellingHouse(s) is/are visited and inspectedinternally and externally at least onceduring each week by You or on Your behalf

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THE BUILDINGS Flats Policy

7 Special Clauses

a) Extensions and Alterations

If during the period of insurance the valueof the Block of Flats Your Flat or YourPrivate Dwelling House is increasedbecause You have built an extension orhave carried out other alterations We willautomatically cover the value of theseextensions and alterations provided theydo not exceed 10% of the Sum Insuredby this Section

We will not charge the extra premiumduring the period of insurance but Youmust advise Your broker or agent of thevalue of the extensions or alterations priorto the renewal date of the Policy

b) Reinstatement of Sum Insured

In the event of loss We will reinstate theSum Insured from the date of any lossunless We give written notice to thecontrary You may be required to paysome extra premium

c) Sale of Property Insured

If You have made a contract We will givethe buyer the benefit of this Policy up tothe date of completion provided the FlatBlock of Flats or Private Dwelling Houseis not otherwise insured

d) Mortgage or Other Interests

The interest of the owner(s) mortgagee(s)lessor(s) or other interested parties ineach individual Flat or Private DwellingHouse insured by this Policy is noted Youwill be required to tell Us of these in theevent of a claim

In addition We will protect the interest ofthe mortgagee(s) or lessor(s) in the eventof any act or neglect of the mortgagor(s)or lessee(s) or occupier(s) of any Flat orPrivate Dwelling House where the risk ofDamage is increased without the authorityor knowledge of the mortgagee(s) or

lessor(s) provided the mortgagee(s) orlessor(s) shall tell Us in writingimmediately they become aware thereofand pay any reasonable extra premiumWe may require

e) Inflation Protection

The Sum Insured on the Block of Flats orPrivate Dwelling House will be adjustedmonthly in step with the HouseholdRebuilding Cost Index prepared by theAssociation of British Insurers We will notcharge extra premium on monthlychanges but when We invite You to renewWe will do so for the final Sum Insuredwhich will be based on the latest indexfigures available when the renewalinvitation is prepared

In the event of a claim We will continue toadjust the Sum Insured during the periodrequired to rebuild up to a maximum ofthree years provided that

i) the Sum Insured at the date of loss issufficient to rebuild the Block of Flatsor Private Dwelling House

ii) the rebuilding or repair is carried outwithout delay

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Flats policy CONTENTS OF THE COMMUNAL PARTS

Section 2 – The Contents of Communal Parts

1 What is Insured?

The Contents of Communal Parts areinsured against Damage by the PerilsInsured but not:

• landlords fixtures and fittings which Weinsure under Section 1

• articles of gold silver or other preciousmetals jewellery or furs clothing andpersonal effects

• Money (other than Money covered inExtension 3(b)) bills of exchange andpromissory notes securities or documentsof any kind

• any one curio picture or other work of artvalued in excess of £1,000

• property which is insured by another policy

• property in the open

• pets and livestock

• motor vehicles caravans boats trailers oraccessories in them or attached to them

• property in individual Flats or PrivateDwelling Houses

2 Perils Insured

a) Fire smoke explosion lightning and earthquake

b) Riot civil commotion labour and politicaldisturbances and strikes

c) Malicious damage and vandalism but not:

• Damage by You or Your family aResident or any Employee

d) Impact by

i) aircraft or other aerial devices oranything dropped from them

ii) vehicles

iii) trains

iv) animals but not:

• Damage by domestic pets

v) falling trees or branches

vi) falling aerials or masts

vii) falling television satellite dishes

e) Storm or flood

f) Subsidence or heave of the site on whichthe Block of Flats or Private DwellingHouse stands or landslip

g) Escape of water from or the freezing offixed domestic water or heating installations

h) Theft or attempted theft but not:

• loss by deception unless entry isgained by deception

• Damage by You or Your family aResident or any Employee

• Damage to any portion of the Block of Flats or Private Dwelling Houseused for business or trade purposesother than Your Business

i) Escape of oil from any fixed domesticheating installation

j) Any other accidental damage but not:

• everything excluded under a)-i) of thePerils Insured and Paragraph 1

• Damage caused by wear tear gradualdeterioration cleaning dyeing restoringlight or atmosphere parasites orvermin mechanical or electricalbreakdown or derangementadjustment or repair to any machine or misuse

• sudden and unforeseen Damage toproperty which is insurable under anengineering insurance policy

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CONTENTS OF COMMUNAL PARTS Flats Policy

3 Extensions

The Policy will pay for

a) Accidental Breakage in the Communal Parts of

i) fixed glass in furniture but not:

• glass in pictures and clocks

ii) fixed glass in mirrors

iii) glass tops to furniture and glass in shelves

b) Money

Loss from any cause of Money held bymembers of the Management Committeeof the Residents Association for thebenefit of individual flat/private dwellinghouse owners

i) whilst in any locked safe or lockeddrawer in any Flat in the Block of Flatsor Private Dwelling House within ahousing development

ii) whilst in transit within the TerritorialLimits up to a maximum amount of £1,000

but not loss

• arising from fraud or dishonesty unlesssuch loss is discovered within 14 cleardays of the occurrence

• from unattended vehicles

• due to accounting or clerical errors

c) Landlords Gardening Equipment

Damage by the Perils Insured to landlordsgardening equipment whilst in any lockedoutbuilding at the Block of Flats orhousing development

but not:

• theft when entry is not gained or exitmade by forcible and violent means

• any amount in excess of £1,000

4 Claims Settlement

If the Contents of the Communal Parts aredamaged by any Peril Insured then We willpay the full cost of replacing the articlesstolen or destroyed as new provided that theSum Insured when the Contents ofCommunal Parts are damaged is sufficient toreplace them as new

5 Inflation Protection

The amount of the Sum Insured in excess of£20,000 will be adjusted monthly in step withthe rate of inflation

We will not charge You extra premium onmonthly changes but when We invite You torenew We will do so for a Sum Insuredbased on the latest inflation figure availablewhen the renewal invitation is prepared

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Flats Policy PUBLIC LIABILITY

Section 3 – Public Liability

1 Who is Insured?

You are insured against all sums that Youshall become legally liable to pay asdamages and claimants costs and expensesarising out of

a) accidental Injury to any person

b) accidental loss of or Damage to material property

occurring during the period of insurance andhappening in connection with the Businesswithin the Territorial Limits

The most We will pay for claims for oneaccident or series of accidents from onecause is the Limit of Indemnity shown in theschedule plus other costs incurred with Ourwritten consent, but not:

• Injury to any Employee

• Damage to property which is ownedleased let rented hired or lent or which isthe subject of a bailment to You

• Injury loss or Damage caused by or inconnection with or arising out of theownership possession or use by You oron Your behalf of

i) any vessel or craft (other than hand-propelled boats or pontoons)devised or intended to float on or in orto travel on or through water or air

ii) any mechanically-propelled vehicle ortrailer attached thereto except usewithin the grounds of the Block of Flatsor Private Dwelling House of any suchvehicle not licensed for road use andnot constructed for the conveyance ofpassengers

provided that no other policy covers theliability This exception shall not apply toliability for accidents arising beyond thelimits of the carriageway or thoroughfarein connection with the bringing of the load to any vehicle for loading thereon orthe taking away of the load from anyvehicle after unloading therefrom by anyperson other than the driver or attendantof the vehicle

• liability arising from any agreement unlessliability would have attached in theabsence of such agreement

In addition We will pay

a) all other costs and expenses incurred withOur written consent

b) the legal costs and expenses incurredwith Our written consent for the defenceof prosecutions brought under Sections36 or 37 of the Health and Safety at Worketc Act 1974 or any alleged offence asdetailed in Section 33(1) (a) (b) or (c) ofthe Act or under Health and Safety atWork (Northern Ireland) Order 1978under Article 31 including legal costs andexpenses incurred with Our consent in anappeal against conviction arising fromsuch proceedings provided that theproceedings relate to the health safetyand welfare of persons other thanEmployees but not:

• fines or penalties

• legal costs or expenses insured byany other policy

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2 Extension 1 – Additional Persons Insured

We will also insure in the terms of thisSection

a) Your legal personal representatives in theevent of Your death

b) the owner or lessee of any Flat or PrivateDwelling House

c) if You so request any of Your directors orEmployees as though each had beeninsured separately provided that

i) such persons observe the terms of thePolicy insofar as they can apply

ii) We retain the sole conduct and controlof all claims

iii) the most We will pay for claims for oneaccident or series of accidents fromone cause is the Limit of Indemnityshown in the schedule plus other costsincurred with Our written consent, but not:

• liability of any Resident incurred solelyas occupier of his/her Flat or PrivateDwelling House

• liability of Your directors or Employeesfor which You would not have beencovered if the legal action had beenbrought against You

3 Extension 2 – Defective Premises Act

We insure (subject otherwise to the terms ofthis Policy Section) Your liability underSection 3 of the Defective Premises Act1972 or Section 5 of the Defective Premises(Northern Ireland) Order 1975 in respect of

i) the parts of any Block of Flats and anyPrivate Dwelling Houses formerly ownedor leased by You and occupied solely forprivate residential purposes

ii) any private dwelling formerly owned orleased by the owner or lessee of any Flat

provided that

a) at the time of the incident giving rise tothe liability You have sold that privatedwelling or Flat but not:

• Damage to the premises disposed of

b) no other policy covers the liability

The cover under this extension continues forseven years from the date of disposal of thepremises provided You do not have thiscover under another policy

4 Extension 3 – Cross Liabilities

If more than one person is referred to in theschedule each person shall be considered asa separate and distinct entity and cover shallbe construed as applying to each person asthough each had been insured separately

provided that

the most We will pay for claims for oneaccident or series of accidents from onecause is the Limit of Indemnity shown in theschedule plus other costs incurred with Ourwritten consent

PUBLIC LIABILITY Flats Policy

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1 Who is Insured?

You are insured against all sums which Youbecome legally liable to pay in respect ofaccidental Injury sustained during the periodof insurance by any Employee and arisingout of and in the course of employment byYou in connection with the Business withinthe Territorial Limits or elsewhere in theworld where any Employee may be workingtemporarily provided that any action fordamages is brought against You in a Court ofLaw within the Territorial Limits, but not:

• so far as concerns

i) liability of any principal

ii) liability assumed by You underagreement and which would not haveattached in the absence of agreement

• liability directly or indirectly arising from

i) ionising radiations or contamination byradioactivity from any nuclear fuel orfrom any nuclear waste from thecombustion of nuclear fuel

ii) the radioactive toxic explosive or otherhazardous properties of any explosivenuclear assembly or nuclearcomponent thereof

The most We will pay under this Section fordamages together with costs and expensesshown below in respect of any one claimagainst You or series of claims against Youarising out of one event shall not exceed theamount shown in the Schedule Costs andexpenses shall mean:

1) costs and expenses of claimants forwhich You are legally responsible

2) all other costs and expenses You have topay provided that We have agreed to paysuch costs and expenses in writing

3) the legal costs of defending in any courtof summary jurisdiction any proceedingsbrought against You in respect of abreach or alleged breach of any statutoryduty resulting in Injury that may be thesubject of a claim

4) the legal costs and expenses incurredwith Our written consent and costsawarded against You arising inconnection with a prosecution (includingan appeal against any conviction resultingfrom a prosecution) as a result of analleged offence occurring during theperiod of insurance under the Health andSafety at Work etc Act 1974 or similarsafety legislation of Great Britain NorthernIreland the Channel Islands or the Isle ofMan provided that the proceedings relateto the health safety or welfare of anyEmployee but not:

• fines or penalties

• legal costs or expenses insured byany other policy

Flats Policy EMPLOYERS LIABILITY

Section 4 – Employers Liability

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2 Additional Persons Insured

We will also insure in the terms of this Section

i) Your legal personal representatives in theevent of Your death

ii) any principal in respect of the liability ofsuch principal arising out of theperformance by You or any agreemententered into by You for the performanceof work for such principal to the extentrequired by such agreement

and if You so request

iii) the owner or lessee of any Flat or PrivateDwelling House

iv) any of Your directors or Employees

v) any of Your directors or senior officials inrespect of private work undertaken by any Employee for such director or senior official

provided that

a) the claim relates to Injury to an Employeeand is such that You would have beenentitled to an indemnity had the claimbeen made against You

b) such persons observe the terms of thePolicy insofar as they can apply

c) We retain the sole conduct and control ofall claims

3 Recovery of Payments

The cover provided under this Policy Sectionis in accordance with the provisions of anylaw relating to the compulsory insurance ofliability to Employees within the TerritorialLimits but You shall repay to Us all sumspaid by Us which We would not have beenliable to pay but for the provisions of such law

4 Vehicle Exclusion

This Section does not provide an indemnityin respect of any liability for whichcompulsory motor insurance or security isrequired under the Road Traffic Act 1988 asamended by the Motor Vehicle (CompulsoryInsurance) Regulations 1992 and the RoadTraffic (Northern Ireland) Order 1981 asamended by the Motor Vehicle (CompulsoryInsurance) Regulations (Northern Ireland)1993 or any other compulsory Road TrafficAct legislation

EMPLOYERS LIABILITY Flats Policy

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Flats Policy TERRORISM

Terrorism Insurance

In consideration of the payment of thePremium in respect of the Period ofInsurance the cover provided under Sections1 and 2 of this policy is extended to includeDamage occasioned by or happeningthrough or in consequence of Terrorism ashereinafter defined for the purposes of thisSection

Terrorism is defined for the purposes of thisSection only as

1. An act of any person(s) acting on behalfof or in connection with any organisationwhich carries out activities directedtowards the overthrowing or influencingby force or violence of any governmentde jure or de facto as certified by HerMajesty’s Government or H M Treasury orany successor relevant authority

or

2. An act of any person(s) acting alone andnot on behalf of or in connection with anyorganisation who carries out activitiesdirected towards the overthrowing orinfluencing by force or violence of anygovernment de jure or de facto and suchact not being certified by Her Majesty’sGovernment or HM Treasury or anysuccessor relevant authority and in theevent of any challenge to such non-certification the refusal to certify beingupheld by a Tribunal ruling confirmingsuch non-certification

Provided always that the insurance providedby this Section is:

A) in respect only of the insurance providedby paragraph 1 of this Section not subjectto the Policy Exclusions but is subject tothe following War and Allied Risks exclusion:

Damage occasioned by riot civil commotionwar invasion act of foreign enemy hostilities(whether war is declared or not) civil warrebellion revolution insurrection or military orusurped power nationalisation confiscationrequisition seizure or destruction by thegovernment or any public authority

B) in respect only of the insurance providedby paragraph 2 of this Section not subjectto Policy Exclusion 7 (Terrorism etc)

C) subject to the following additionalexclusions:

1 Electronic Risks Exclusion

This insurance does not cover any losseswhatsoever directly or indirectly caused by or contributed to by or arising from oroccasioned by or resulting from Damage toany computer or other equipment orcomponent or system or item whichprocesses stores transmits or retrieves dataor any part thereof whether tangible orintangible (including but without limitationany information or programs or software) and whether Your property or not where such Damage is caused by Virus or SimilarMechanism or Hacking or Denial of Service Attack

For the purposes of this exclusion thefollowing definitions shall apply

Virus or Similar Mechanism

Virus or Similar Mechanism means programcode programming instruction or any set ofinstructions intentionally constructed with theability to damage interfere with or otherwiseadversely affect computer programs datafiles or operations whether involving self-replication or not The definition of Virus orSimilar Mechanism includes but is not limitedto Trojan horses worms and logic bombs

Section 5 – Terrorism

Only applicable if this Section is shown as operative in the Schedule.

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TERRORISM Flats Policy

Hacking

Hacking means unauthorised access to anycomputer or other equipment or componentor system or item which processes storestransmits or retrieves data

Denial of Service Attack

Denial of Service Attack means any actionsor instructions constructed or generated withthe ability to damage interfere with orotherwise affect the availability of networksnetwork services network connectivity orinformation systems Denial of ServiceAttacks include but are not limited to thegeneration of excess traffic into networkaddresses the exploitation of system ornetwork weaknesses and the generation ofexcess or non-genuine traffic between andamongst networks

2 Excluded Property

This insurance does not cover any losseswhatsoever directly or indirectly caused by orcontributed to by or arising from oroccasioned by or resulting from Damage inrespect of:

i) any property located outside EnglandWales and Scotland

ii) any nuclear installation or nuclear reactor

iii) any property which is specificallyexcluded elsewhere in this policy

iv) any property which is insured by or wouldbut for the existence of this policy beinsured by any form of transit aviation ormarine policy

D) subject to the following additional policyterms and conditions:

1) In any action or other proceedingswhere We allege that any Damage isnot covered by this Section the burden

of proving that such Damage iscovered shall be upon You

2) Except where otherwise indicated inthis Section the insurance provided bythis Section is subject to all the termsdefinitions exclusions conditions andprovisions of this Policy Subject to anylimits stated within this Section Ourliability in respect of all losses arisingout of any one occurrence and in theaggregate in any one period ofinsurance shall not exceed the limits asotherwise specified under this Policy

E) in respect only of the insurance providedby paragraph 2 of this Section subject tothe following additional policy term:

Our liability in respect of Damage directly orindirectly caused by contributed to byresulting from or arising out of or inconnection with biological chemical ornuclear pollution or contamination will besubject to a limit of up to £25 million any oneloss and in the aggregate during any oneperiod of insurance

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21

Flats Policy SPECIAL CLAUSES

1 Temporary Cover

The first premium has been calculated totake into account the cost of temporary cover(in accordance with particulars lodged withUs) pending this Policy being issued

2 Long Term Agreement

The discount shown in the schedule isallowed off the net premiums on this Policyin consideration of You having given anundertaking expiring on the date stated inthe schedule to offer annually the insuranceunder this Policy on the terms and conditionsin force at the expiry of each period ofinsurance and to pay the premium annuallyin advance it being understood that

a) We shall be under no obligation to acceptan offer made in accordance with theabove-mentioned undertaking

b) the Sum Insured may be reduced at anytime to correspond with any reduction in value

The above-mentioned undertaking applies toany policy (or policies) which may be issuedby Us in substitution for this Policy and thesame discount shall be allowed off the netpremium on any substituted policy or policiesissued by Us

Payment of the premium due at the expirydate shown in the schedule shall mean Youaccept the terms of this clause

Special Clauses

Clause 1 applicable only if the Clause number is entered in theschedule Clause 2 applicable only if referred to in the schedule

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Exclusions

1 War and Nuclear Risks

Sections 1 2 and 3 of this Policy do not cover

a) Damage to any property whatsoever orany loss or expense whatsoever resultingor arising therefrom or any legal liability ofwhatsoever nature directly or indirectlycaused by or arising from

i) ionising radiations or contamination byradioactivity from any nuclear fuel orfrom any nuclear waste from thecombustion of nuclear fuel

ii) the radioactive toxic or explosive orother hazardous properties of anyexplosive nuclear assembly or nuclearcomponent thereof

b) any contingency occasioned by orhappening through war invasion act offoreign enemy hostilities (whether war bedeclared or not) civil war rebellionrevolution insurrection or military orusurped power

2 Date Recognition

Sections 1, 2 and 3 of this Policy shall notapply to any claim directly or indirectlycaused by or contributed to by or arisingfrom the failure of any computer or otherequipment data processing service productmicrochip micro processor integrated circuitembedded chip or similar device computersoftware program or process or any otherelectronic system or any design or advice inconnection with any of the foregoingirrespective of ownership possession or useand whether occurring before during or afterthe Year 2000

i) correctly to recognise any date as its truecalendar date

ii) to capture save or retain and/or correctlyto manipulate interpret or process anydata or information or command orinstruction as a result of treating any dateotherwise than as its true calendar date

iii) to capture save or retain or correctly toprocess any data as a result of theoperation of any command which hasbeen programmed into any computersoftware being a command which causesthe loss of data or the inability to capturesave retain or correctly to process suchdata on or after any date

but this shall not exclude in respect ofSections 1 (Buildings) & 2 (Contents)subsequent Damage not otherwise excludedwhich itself results from fire lightningexplosion theft aircraft or other aerial devicesor articles dropped therefrom riot civilcommotion labour and political disturbancesand strikes malicious damage earthquakestorm flood escape of water from any tankapparatus or pipe or impact by any roadvehicle train or animal provided suchcontingency is insured by the Section

3 Pressure Waves

Sections 1 and 2 of this Policy do not coverDamage directly occasioned by pressurewaves caused by aircraft or other aerialdevices travelling at sonic or supersonic speeds

4 Diminution of Value

Sections 1 and 2 of this Policy do not coverdiminution of market value beyond the costof repair or replacement

5 Pollution and Contamination

a) Section 3 of this Policy excludes allliability in respect of Pollution orContamination other than caused by asudden identifiable unintended andunexpected incident which takes place inits entirety at a specific time and placeduring the period of insurance

All Pollution or Contamination which arises out of one incident shall bedeemed to have occurred at the timesuch incident takes place

EXCLUSIONS Flats Policy

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23

Flats Policy EXCLUSIONS

b) Our liability under Section 3 of this Policyfor all compensation payable in respect ofall Pollution or Contamination which isdeemed to have occurred during theperiod of insurance shall not exceed inthe aggregate the Limit of Indemnitystated in the schedule

c) For the purpose of this ExclusionPollution or Contamination shall bedeemed to mean

i) all Pollution or Contamination ofbuildings or other structures or ofwater or land or the atmosphere

and

ii) all loss or damage or injury directly orindirectly caused by such Pollution or Contamination

6 Pre existing Damage Liability or Injury

This Policy does not cover Damage liabilityor Injury occurring before the cover underYour Policy started

7 Terrorism Exclusion

(Applicable to Sections 1 and 2)

This Policy does not cover loss damage costor expense of whatsoever nature directly orindirectly caused by resulting from or inconnection with:

1. Any act of Terrorism regardless of anyother cause or event contributingconcurrently or in any other sequence tothe loss

2. Any action taken in controlling preventingsuppressing or in any way relating to anyact of Terrorism

3. Civil commotion occurring in Northern Ireland

If We allege that by reason of this exclusionany loss damage cost or expense is notcovered by this Section of the Policy the

burden of proving the contrary shall be uponYou In the event any portion of this exclusionis found to be invalid or unenforceable theremainder shall remain in full force and effect

Definition – Terrorism

For the purpose of this exclusion an act ofTerrorism shall mean an act including but notlimited to the use of force or violence and orthreat thereof of any person or group(s) ofpersons whether acting alone or on behalf ofor in connection with any organisation(s) orgovernments(s) committed for politicalreligious ideological or similar purposesincluding the intention to influence anygovernment and or put the public or anysection of the public in fear

War and Terrorism Cover Amendment Clause

(Applicable only to Section 3)

The insurance provided by this Section issubject to the following:

1. Our liability under this Section for alldamages costs and expenses payable inrespect of all occurrences of Terrorismduring any one Period of Insurance shallnot exceed in the aggregate the sum of£2,000,000 or the Limit of Indemnityshown in the Schedule whichever is the lesser

2. Notwithstanding paragraph 1 above theindemnity will not apply to legal liability ofwhatsoever nature directly or indirectlycaused or occasioned by or happeningthrough or in consequence of Terrorism orany action taken in controlling preventingsuppressing or in any way relating to Terrorism

a) arising by through or in connection with

i) the provision of police fire orsecurity services of any kind

ii) any public or private utility including

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24

EXCLUSIONS Flats Policy

telecommunications electricity gaswater radio and television

iii) public transport services whetherrail road sea or air

b) arising out of the ownership operation oroccupation of or work in at or on

i) airports airfields ports rail orunderground stations freight orpassenger terminals

ii) government military or local authorityestablishments

iii) buildings of more than 20 floors inheight including basements andunderground car parks

iv) facilities for the manufactureprocessing refining distribution orstorage of liquid or gaseous fuel oilpetrochemical chemicals explosives or ammunition

v) tunnels bridges viaducts aqueductsdams river or sea defences

vi) schools colleges universities or placesof education or religious worship

vii) sports stadiums theatres orentertainment arenas amusementparks exhibition or conference halls

For the purpose of this Clause ‘Terrorism’means an act or acts (whether threatened oractual) of any person or persons involvingthe causing or occasioning or threatening ofharm of whatsoever nature and by whatevermeans made or claimed to be made in wholeor in part for political religious ideological orsimilar purposes

War and Terrorism Cover Amendment Clause

(Applicable only to Section 4)

Our liability under this Section for damagescosts and expenses payable in respect ofany one claim against You or series of claims

against you arising out of one event shall notexceed £5,000,000 This limitation shall onlyapply in respect of any liability of whatsoevernature directly or indirectly caused by orcontributed to by or arising from War CivilWar Terrorism or Political Risk as defined

For the purposes of this Clause "War CivilWar Political Risk" means war invasion act offoreign enemies hostilities or warlikeoperations (whether war be declared or not)civil war mutiny civil commotion assumingthe proportions of or amounting to popularrising military rising insurrection rebellionrevolution military or usurped power martiallaw confiscation or nationalisation orrequisition or destruction of property by orunder the order of Government or public orlocal authority Terrorism or any action incontrolling preventing suppressing or in anyway relating to any of the above

For the purposes of this Clause ‘Terrorism’means an act or acts (whether threatened oractual) of any person or persons involvingthe causing or occasioning or threatening ofharm of whatsoever nature and by whatevermeans made or claimed to be made in wholeor in part for political religious ideological orsimilar purposes

8 Computers and otherEquipment Components or Systems

Sections 1 and 2 of this Policy do not cover

a) Damage to any computer or otherequipment or component or system oritem which processes stores transmits orretrieves data or any part thereof whethertangible or intangible (including butwithout limitation any information orprograms or software) and whether Yourproperty or not where such Damage iscaused by programming or operator errorVirus or Similar Mechanism or Hacking

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Flats Policy EXCLUSIONS

b) Loss of Rent and AlternativeAccommodation directly or indirectlycaused by or arising from anyprogramming or operator error Virus orSimilar Mechanism or Hacking includingwhere this results from the actions ofmalicious persons other than thieves

For the purposes of this Section Exclusionthe following Definitions apply:

Definitions

a) Virus or Similar Mechanism shall meanprogram code programming instruction orany set of instructions intentionallyconstructed with the ability to damageinterfere with or otherwise adverselyaffect computer programs data files oroperations whether involving selfreplication or not

This Definition of Virus or Similar Mechanismincludes but is not limited to Trojan horsesworms and logic bombs.

b) Hacking shall mean unauthorised access toany computer or other equipment orcomponent or system or item whichprocesses stores transmits or retrievesdata

9. Excess Clause

We shall not be liable under the PerilsInsured shown below for the first £100 ofeach and every loss in respect of whollyconcrete floored Block of Flats or PrivateDwelling Houses (increased to £250 inrespect of timber floored Block of Flats orPrivate Dwelling Houses) after theapplication of any condition of Average

Section 1 – c e g h i and k

Section 2 – c e g h and j

We shall not be liable under Section 1 Peril ffor the first £1,000 of each and every lossafter the application of any condition ofAverage This clause does not apply if ahigher amount has already been excluded

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26

1 Policy Terms

You and everyone else insured under thisPolicy agree to the terms of this Policy inrespect of anything that should or should notbe done and the statements made and theanswers in the Proposal/Statement of Fact aretrue and complete

If You break this Condition We may refuse tomeet any claim

2 Precautions

You will be required to take all reasonableprecautions to prevent a claim and must keep allthe Property Insured in good condition and repair

3 Cancellation

Our RightsWe shall not be bound to accept any renewalof this Policy and may at any time give 21days notice of cancellation by recordeddelivery to Your last known addressThereupon You shall be entitled to the returnof a proportionate part of the premium paidin respect of the unexpired term of this Policyprovided that there have been:

• no claims made under the Policy for whichWe have made a payment

• no claims made under the Policy which arestill under consideration

• no incident likely to give rise to a claim butis yet to be reported to Us

during the current Period of Insurance

This termination shall be without prejudice toany rights or claims of the Insured or theCompany prior to the expiration of suchnotice

If a claim has been submitted or there hasbeen any incident likely to give rise to aclaim during the current Period of Insurance,no refund for the unexpired portion of thepremium will be given

Your RightsYou may cancel this Policy in the first year ofinsurance during the 14 days after theContract has been concluded by givingnotice in writing to Your Insurance Adviser atthe address shown in their correspondenceor to the AXA Insurance address shown onyour Policy schedule. This right does notapply at the first or any subsequent renewalof the policy

Provided that there have been:

• no claims made under the Policy for whichWe have made a payment

• no claims made under the Policy which arestill under consideration

• no incident likely to give rise to a claim butis yet to be reported to Us

during this 14 day period, We will give arefund for the proportionate part of thepremium paid in respect of the unexpiredterm of this Policy, subject to a minimumpremium of £50.

If a claim has been submitted or there hasbeen any incident likely to give rise to aclaim during the current Period of Insurance,no refund for the unexpired portion of thepremium will be given

4 Instalments Clause

If the premium on this Policy is payable bythe Company’s Budget Plan and You do notpay each instalment on the due date allcover under the Policy is cancelledautomatically from the date such instalmentwas due or where statute requires the givingof prior notice the day following the expiry ofsuch notice

If the premium on this Policy is payable bythe Company’s Budget Plan and during thecurrent period of insurance:

• a claim has been made under the Policyfor which We have made a payment

Policy Conditions

POLICY CONDITIONS Flats Policy

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27

• a claim has been made under the policywhich is still under consideration

• an incident has occurred which is likely togive rise to a claim but is yet to bereported to Us

the annual premium remains due in full. In such case monthly collections mustcontinue or a one off payment be agreed tosettle the outstanding amount

Where a one off payment is not made tosettle the outstanding amount You mustcontinue with the instalment payments.Alternatively we may deduct any outstandinginstalments from any claim payment that maybe due to You or payable on your behalf

Any instalments payments legitimately takenprior to the notification of cancellation of theBudget Plan agreement will be retained. Anyrefund of premium will be in respect of anysubsequent collections taken between thetime of notification and cancellation

5 Claims Procedure

If You wish to make a claim or if somethinghappens which may lead to a claim You mustnotify Us as soon as possible either to Ourbranch whose address appears in the scheduleor through Your broker or agent whose addressalso appears in the schedule

If there has been malicious damage theft orattempted theft You must also tell the police immediately

You will be required to complete the claim form We supply and return it to Us within 30 days of the incident with all the supportingdocuments and proofs We require for examplewritten estimates

If You receive a writ summons or other legalprocess regarding a claim under the Policy Youmust send it immediately to Us

You must give Us all the help and informationnecessary to settle or resist a claim against Youor to help Us take action against someone else

If the above procedure is not followed You willbreak a Condition of the Policy and We may notmeet Your claim

6 Control of Claims

Do not admit deny negotiate or settle a claimwithout Our written consent However Youshould make temporary repairs to the Blockof Flats or Private Dwelling House to preventfurther Damage

7 Our Special Rights

We may enter any part of the Block of Flatsor Private Dwelling House affected by aclaim and take possession of it

You cannot abandon the Block of Flats orPrivate Dwelling House to Us We may inYour name and on Your behalf take completecontrol of legal action

We may take legal action in Your nameagainst any other person to recover anypayment We have made under the PolicyWe will do this at Our expense

8 Contribution

If at the time of a claim there is any other Policycovering anything insured under this Policy Weshall be liable only for a proportionate share

9 Arbitration

If We admit liability for a claim but Youcannot agree with Us the amount to be paidthe disagreement will be referred to anarbitrator appointed jointly by You and Us inaccordance with the law in force at the timeYou will not be able to take action in lawagainst Us over this disagreement until thearbitrator has made his award

10 Fraud

If a claim is fraudulent in any respect or iffraudulent means are used by You or anyoneacting on Your behalf to obtain any benefitunder this Policy or if any Damage is causedby Your wilful act or with Your connivance allbenefit under the Policy will be forfeited

Flats Policy POLICY CONDITIONS

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MAKING YOURSELF HEARD Flats Policy

Making Yourself Heard

If You have cause for complaint, it is important You know We arecommitted to providing You with an exceptional level of service and customer care

We realise that things can go wrong and there may be occasionswhen You feel that We have not provided the service You expected.When this happens, We want to hear about it so We can try to putthings right

Who to contact?

The most important factors in getting Yourcomplaint dealt with as quickly and efficientlyas possible are:

• to be sure You are talking to the rightperson, and;

• that You are giving them the right information

When You contact Us

• Please give Us Your name and a contacttelephone number

• Please quote Your Policy and/or claimnumber, and the type of Policy You hold

• Please explain clearly and concisely thereason for Your complaint

So We begin by establishing Your first pointof contact

Step One - Initiating Your complaint

Does Your complaint relate to:

A: Your Policy?

B: a claim on Your Policy?

If A, You need to contact the agent or AXAoffice who sold You Your Policy. Call thenumber on Your Policy document and stateYour complaint

If B, You need to contact whoever iscurrently dealing with Your claim and stateYour complaint

In either case, if You wish to provide writtendetails, the following checklist has beenprepared for You to use when drafting Yourletter

• Head your letter 'COMPLAINT'

• Give your full name, post code andcontact telephone number(s)

• Quote the type of Policy and your Policyand/or claim number

• Advise the name of your insuranceagent/firm (if applicable)

• Explain clearly and concisely thereason(s) for your complaint

The letter should be sent to the persondealing with your complaint along with anyother material required

We expect that the majority of complaints willbe quickly and satisfactorily resolved at thisstage, but if You are not satisfied, You cantake the issue further

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Step Two - If You are still unhappy

Should the response You receive beunsatisfactory please refer the matter usingthe relevant details below

Does Your complaint relate to:

A: Your Policy

B: a claim on Your Policy?

If A, ask to speak to the Branch Manager.Where they cannot assist they will ensureYou are put into contact with the person whocan resolve Your complaint

If B, please contact the relevant ClaimsOffice, details of which You will havereceived following notifying Us of Your claim

Step Three - Contacting AXA Insurance Head Office

If Your complaint is one of the few thatcannot be resolved by this stage contact theHead of Customer Care who will arrange foran investigation on behalf of the ChiefExecutive:

Head of Customer Care AXA InsuranceCivic DriveIpswichSuffolk IP1 2AN

Tel: 01473 205926Fax: 01473 205101email: customercare@axa-insurance.co.uk

Step Four - Beyond AXA

If We have given You Our final response andYou are still dissatisfied You may refer Yourcase to the Financial Ombudsman Service(FOS)

The FOS is an independent body thatarbitrates on complaints about generalinsurance products. It will only considercomplaints if:

• We have provided You with writtenconfirmation that Our internal complaintsprocedure has been exhausted

• Your business has a turnover of less than£1,000,000

The Ombudsman can be contacted at:

Insurance DivisionFinancial Ombudsman Service South Quay Plaza 183 Marsh WallLondon E14 9SR

Tel: 0845 080 1800 Fax: 020 7964 1001

Referral to the Ombudsman will not affectYour right to take legal action against Us.

Our promise to You

• Acknowledge written complaints promptly

• Investigate quickly and thoroughly

• Keep You informed of progress

• Do everything possible to resolve Your complaint

• Learn from Our mistakes

• Use the information from complaints tocontinuously improve Our service

Flats policy MAKING YOURSELF HEARD

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www.axa.co.uk

AXA is a world leader in wealth management and financial protection. We operate in

over 50 countries and serve more than 50 million customers worldwide. We cater to

a wide range of needs, providing advice and guidance to our individual and corporate

customers on a variety of financial products and services. In addition to Business,

Motor and Home Insurance we also offer Investments, Life Assurance, Retirement

Planning, Long Term Care, Asset Management, Medical Insurance and Dental

Payment Plans.

With our expertise and commitment to customer service and consistent,

quality care, you can rely on AXA for lasting security.

WP

R20

2N/P

(11/

04)

(433

3)

ASK ABOUT AXA’S EXCELLENT RANGE OF BUSINESS,

HOME AND MOTOR INSURANCE PRODUCTS

AXA Insurance UK plcRegistered in England No 78950. Registered Office: 107 Cheapside, London EC2V 6DU

A member of the AXA Group of Companies. AXA Insurance UK plc is authorised and regulated by the Financial Services Authority.In order to maintain a quality service, telephone calls may be monitored or recorded.

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