Home Insurance Policy Wording: PDF

ADH 15.04a 1 This is a sample Policy document that provides full wording for all the covers we offer. All available options are on our website which will enable you to choose the level and type of cover. Once you have bought your Policy you will be provided with the documentation specific to what you have requested.

ADH 15.04a 2 Section Page Buildings 3 Covers 3 Causes 6 Contents 9 Covers 9 Causes 15 Personal Possessions 17 Essential Information 19 General Conditions 19 Cancelling Your Cover 22 General Exclusions 24 Definitions 26 Claims Conditions 29 Making a Complaint 33 Sharing of Information 35 Bicycle Cover 36 Student Cover 37 Home Assistance 38 Family Legal Protection 46

ADH 15.04a 3 Buildings Insurance What your policy covers: What your policy does not cover: We will pay you up to the maximum buildings cover limit for any one claim under b uildings cover and the causes detailed in this section. Buildings cover Limit - please refer to your schedule. • Excess: shown in the schedule. • Items listed under ‘General Exclusions’. Refer to the Essential Information document. • The exclusions listed in this column. These exclusions relate to the corresponding cover identified in the left column. Cover What your policy covers: What your policy does not cover: Within your overall limit (unless a different limit or sub limit is highlighted) the following covers are included: 1. Architects fees / Debris clearance Following a valid claim for damage under buildings Causes below, we will also pay: • Architects, surveyors, consulting engineers and legal fees, but not fees for preparing a claim; • the cost of clearing debris from the site or demolishing or shoring up the buildings ; • the cost to comply with government or local authority requirements but not if the order predates the loss or damage. 2. Emergency services forced entry Loss or damage to the buildings caused when the fire, police or ambulance service has to force an entry to the buildings because of an emergency or perceived emergency involving you or your family .

ADH 15.04a 4 3. Moving Home If you have entered into a contract to sell the home , the person buying it will have the full protection of your p olicy for the buildings up to the date of completion of the purchase, as long as the home is not covered by any other insurance. 4. Keys & locks If your keys are lost or stolen we will pay up to the limit for any one claim for the cost of replacing keys and locks or lock mechanisms to: • external doors and windows of the home (but not to a garage or outbuildings); • a safe within the home ; • an alarm protecting the home . Limit – please refer to your schedule 5. Alternative Accommodation We will pay you up to the limit for any one claim for the reasonable cost of alternative accommodation for you, your family and your domestic pets when your home cannot be lived in due to loss or damage covered by this policy .. Limit – please refer to your schedule

ADH 15.04a 5 6. Property Owners Liability We will pay you up to the limit for any one claim or series of claims arising from any one event or one source or original cause that you or your family become legally liable to pay as compensation (including costs and expenses agreed by us in writing) occurring during the period of insurance in respect of accidental: • death, bodily injury or illness of any person who is not a member of your family residing with you or an employee of either you or your family; • damage to property not belonging to or in the custody or control of you or your family or domestic staff . Arising from: • your ownership (but not occupation) of the buildings ; • defective work carried out by you or your family or on your behalf to any private residence within the United Kingdom disposed of by you or your family before the occurrence of bodily injury or damage in connection with such private residence. In the event of your death we will treat your legal representative as you for liability incurred by you Limit – please refer to your schedule Your legal liability to pay compensation arising directly or indirectly from: • an agreement which imposes a liability on you which you would not be under in the absence of such agreement; • arising more than seven years after this policy has expired or been cancelled; • your ownership of any land or buildings other than the home and its land; • the use of the home for any business, trade, profession or employment; • death, bodily injury or damage caused by lifts, hoists or motorised vehicles or craft ; • rectifying any fault or alleged fault; Any liability which is covered under another Policy.

ADH 15.04a 6 Accidental Damage (optional extra) Your policy schedule will show if you have chosen this section. 7. Accidental damage to cables, drain inspection covers and underground drains, pipes or tanks providing services to or from the home and for which you are responsible. We will also pay up to the limit for any one claim for necessary and reasonable costs that you incur in finding the source of the damage to the home . This includes reinstating any wall, floor, ceiling, drive, fence or path removed or damaged during the search Limit – please refer to your schedule 8. Accidental damage or loss to the buildings including accidental breakage of: • fixed glass in windows, doors, fanlights, skylights, greenhouses, conservatories and verandas; • fixed ceramic hobs and ceramic tops of fixed cookers; • fixed sanitary ware and bathroom fittings Loss or damage to pitch fibre drains caused by inherent defects in the design, material, construction, or installation of the pipes and drains. If it is discovered that the cause is not accidental damage then unless one of the other causes is operative there will be no cover. Accidental Damage does not cover loss or damage caused: • by frost; • by or arising from faulty workmanship, defective design or use of defective materials; • by insects or vermin ; • by chewing, scratching, tearing or fouling by your domestic pets; • by mechanical or electrical breakdown or failure; • to gates, hedges and fences; • to drives, patios and paths unless your home has been damaged at the same time and by the same cause. Causes What your policy covers: What your policy does not cover: Your policy covers the buildings for loss or damage resulting from any of the following: 1. Storm or flood Loss or damage: • to gates, hedges and fences; • to drives, patios and paths unless your home has been damaged at the same time and by the same cause; • by storm to radio or television aerials or satellite dishes.

ADH 15.04a 7 2. Sudden and unexpected water leaking from or freezing in any washing machine, dishwasher, fridge, freezer or plumbed in domestic water , drainage or heating installation We will also pay up to the limit for any one claim for necessary and reasonable costs that you incur in finding the source of the damage to the home . This includes reinstating any wall, floor, ceiling, drive, fence or path removed or damaged during the search. Limit – please refer to your schedule 3. Theft or attempted theft 4. Oil leaking from or freezing in a fixed oil -fired heating installation, including smoke and smudge damage by vaporisation due to a defective oil -fired heating installation and damage to soil caused by the leaking oil. We will also pay up to the limit for any one claim for necessary and reasonable costs that you incur in findi ng the source of the damage to the home. This includes reinstating any wall, floor, ceiling, drive, fence or path removed or damaged during the search. Limit – please refer to your schedule 5. Fire, smoke, explosion, lightning or earthquake Loss or damage: • to the fittings/ installation / appliances themselves is only covered if the damage has happened as a result of an insured cause or cover; • while your home is unoccupied or unfurnished ; The cost of repair of the source of the damage unless the cause is covered elsewhere in this policy . Loss or damage: • while your home is unoccupied or unfurnished ; • caused by you, your family , your domestic staff, lodgers, paying guests or tenants , and any person that has been allowed into the home. Loss or damage: • to the installation itself is only covered if the damage has happened as a result of an insured cause or cover; • while your home is unoccupied or unfurnished . The cost of repair of the source of the damage unless the cause is covered elsewhere in this policy . Smoke damage caused by smog, agricultural or industrial operations or smoke damage that happens gradually from repeated exposure.

ADH 15.04a 8 6. Subsidence or ground heave of the site on which the building s stand or landslip 7. Malicious acts or vandalism 8. Riot, civil commotion, strikes, labour and political disturbances. 9. Collision by aircraft, aerial devices, road or rail vehicles (or anything dropped from them) or animal s. 10. Fallen trees or branches 11. Breakage or collapse of aerials, satellite dishes telegraph poles or electricity pylons Loss or damage: • to boundary and garden walls, gates, hedges and fences, paths and drives, patios, tennis hard court s and swimming pools unless the home has been damaged at the same time by the same cause; • due to normal settlement , shrinkage or expansion; • to or as a result of movement of solid floor slabs and non load bearing walls, unless the foundations beneath the external walls of the home are damaged at the same time by the same cause; • resulting from construction, structural alteration, repair or demolition; • caused by coastal or river bank erosion; • arising from th e use of defective materials, defective design or faulty workmanship Loss or damage: • while your home is unoccupied or unfurnished • caused by you, your family , your domestic staff, lodgers, paying guests or tenants , and any person that you or your family has allowed into the home. Loss or damage caused by your domestic pets. Loss or damage caused during tree felling, lopping or topping. The cost of removing fallen trees or branches that have not caused damage to the buildings . Loss or damage to the aerial or satellite dish unless you are covered under contents cause 11.

ADH 15.04a 9 Contents Insurance What your policy covers: What your policy does not cover: We will pay you up to the maximum contents cover limit for any one claim under c ontents and for the cover and causes detailed in this section. Contents cover limit – please refer to your schedule There is a separate limit for the following, these can be found in your schedule: • Valuables – see definition. • Single valuables limit Any other specific limits are identified below. 1. Excess – shown in schedule. 2. Items listed under the general exclusions – see separate document – Essential Information. 3. The exclusions listed below which relate to the corresponding cover identified in the first col umn. 4. Motorised vehicle or craft and caravans as well as parts, accessories, tools, fitted radios, cassette players and compact disc players and satellite navigation systems contained in them. 5. Bicycles . 6. Any living creature. 7. Property mainly used for business, trade, profession or employment purposes other than business equipment. Cover What your policy covers: What your policy does not cover: Within your overall limit (unless a different limit or sub limit is highlighted) the following covers are included: 1. Emergency services forced entry Loss or damage to the contents caused when the fire, police or ambulance service has to force an entry to the b uildings because of an emergency or perceived emergency involving you or your family .

ADH 15.04a 10 2. Keys & locks If your keys are lost or stolen we will pay up to the limit for any one claim for the cost of replacing keys and locks or lock mechanisms to: • external doors and windows of the home (but not to a garage or outbuildings); • a safe within the home ; • an alarm protecting the home . Limit – please refer to your schedule 3. Credit card liability We will pay for your or your family’s liability under the terms of any credit card, cheque card or cash dispenser card agreement as a direct result of its theft from your home and following its unauthorised use by any person not related to or living with you. Limit – please refer to your schedule 4. Documents We will pay you up to the limit for any one claim for loss or damage, by the causes listed below, to documents (other than money) whilst: • within the main building of the home ; or • deposited in a bank safe deposit or solicitor’s strong ro om anywhere in the world. Limit – please refer to your schedule 5. Digital Assets We will pay you up to the limit for any one claim for the cost of replacing information lost or damaged as a result of the contents causes listed below, that you have purchased and stored on your home entertainment equipment and/or mobile phones. Limit – please refer to your schedule 6. Contents in garages and outbuildings We will pay you up to the limit for any one claim for loss or damage by the contents causes listed below to contents contained within garages and outbuildings of the home. Limit – please refer to your schedule We will not pay for : • Documents more specifically insured by any other insurance; • Documents mainly used for business, trade, profession or employment purposes; • Lottery and raffle tickets. Loss or damage: • to valuables, money and bicycles; • while the home is unoccupied or unfurnished .

ADH 15.04a 11 7. Contents in the garden We will pay you up to the limit for any one claim for loss or damage by the causes outlined below to contents (including plants, bushes, shrubs and trees) when in the open within the boundaries of the land belonging to the home. 8. Alternative accommodation We will pay you up to the limit for any one claim for the reasonable cost of alternative accommodation for you, your family and your domestic pets when your home cannot be lived in due to loss or damage covered by this policy . We will also provide cover for loss or damage by the contents causes listed below to contents temporarily removed from your home to the alternative accommodation where you, your family and your domestic pets are residing. Limit – please refer to your schedule 9. Frozen Foods We will pay for loss or damage to food in the fridge or freezer which is made inedible by: • A change in the temperature or contamination by refrigerant or refrigerant fumes; The fridge or freezer must be in the home and owned by or the responsibility of you or your family . 10. Liability to domestic staff We will pay up to the limit for any one claim or series of claims arising from any one event or one source or original cause that you or your family become legally liable to pay as compensation ( which includes costs and expenses agreed by us in writing) for death, bodily injury or illness of any domestic staff within the United Kingdom. Limit – please refer to your schedule Loss or damage: • to valuables, money, business equipment and bicycles; • while the home is unoccupied or unfurnished. Loss or damage: • by theft unless it involves forcible and violent entry to or exit from a building; • from a caravan mobile home or motor home; • outside the United Kingdom, the Isle of Man or the Channel Islands by riot, civil commotion, strikes, labour and political disturbances or malicious persons; • to business equipment. Loss or damage resulting from: • The deliberate act of you or an electricity supplier; • Food used for business, trade, profession or employment purposes. You or your family’s legal liability to pay compensation or costs for bodily injury (including death) sustained by any domestic staff when they are: • carried in or on a motorised vehicle or craft; • entering, getting onto or getting off a motorised vehicle or craft where such bodily injury or illness (including death) is caused by or arises out of you or your family’s use of a motorised vehicle or craft .

ADH 15.04a 12 11. Tenant’s liability (applicable if the home is rented) We will pay up to the limit for any one claim or series of claims arisin g from any one event or one source or original cause that you or your family become legally liable to pay as tenant of the home for: • damage to the b uildings by causes 1 - 11 specified in this p olicy; • accidental damage to cables, drain inspection covers or underground drains, pipes or tanks providing a service to or from the home ; • accidental breakage of: a. fixed glass in: i) windows ii) doors iii) fanlights iv) skylights v) greenhouses vi) conservatories vii) verandas b. fixed ceramic hobs or hob covers; c. fixed sanitary ware and bathroom fittings. Limit – please refer to your schedule

ADH 15.04a 13 12. Public liability We will pay up to the limit for any one claim or series of claims arising from any one event or one source or original cause that you or your family become legally liable to pay as compensation (including costs and expenses agreed by us in writing) occurring during the period of ins urance for accidental: • Death, bodily injury or illness to anyone not you , your family, your domestic staff and anyone resident in the h ome; • damage to property not belonging to or in the custody or control of you, your family or domestic staff . Arising from: • the occupation of the home (but not its ownership); • the private pursuits of you or your family ; • the employment by you or your family of domestic staff . Limit – please refer to your schedule Legal liability to pay compensation or costs arising from: • any business, trade, profession or employment; • you carrying out any deliberate, wilful or malicious act, including but not limited to assault and alleged assault; • you living in or occupying land or buildings other than the home or its land; • the transmission of any contagious disease or virus; • owning, possessing or using motorised vehicle or craft ; • owning, possessing or using caravans; • owning, possessing or using a dangerous dog of one of the following breeds: Pit Bull Terrier, Japanese Tosa, Dogo Argentino, Fila Brasileiro and cross breeds of these with any other breed; • owning any species of animal not domesticated in the UK; • any action for damages brought in a court outside the United Kingdom. • any action brought against you or your family by you , your family , your domestic staff and anyone resident in the h ome.

ADH 15.04a 14 Accidental Damage (optional extra) Your policy schedule will show if you have chosen this sections. 13. Accidental Damage We will pay for Accidental Damage or loss of c ontents while they are in the home . 14. Domestic heating oil We will pay up to the limit for any one claim for accidental loss of domestic heating oil. Limit – please refer to your schedule 15. Metered water We will pay up to the limit for any one claim for accidental loss of metered water. Limit – please refer to your schedule Accidental damage or loss: a) by mechanical or electrical breakdown or failure; b) arising from the cost of remaking any film, disc or tape or the value of any information contained on it; c) caused by or in the process of cleaning, maintenance, repair, dismantling, restoring, altering, dyeing or washing; d) by chewing, scratching, tearing or fouling by your domestic pets; e) caused by insects or vermin ; f) to food, drink or plants; g) specifically covered under contents causes 1- 11 h) to computers or computer equipment by: i) accidental loss or mislaying or misfiling of documents or records; ii) viruses; iii) contamination; i) arising from depreciation in value or other loss, damage or additional expense following on from the event for which you are claiming, e.g. loss of earnings following your bodily injury or illness; j) while the home is unoccupied or unfurnished . Loss or damage: • while your home is unoccupied or unfurnished • resulting from a deliberate act by you, your family or the utility supplier Loss or damage: • while your home is unoccupied or unfurnished • resulting from a deliberate act by you, your family or the utility supplier

ADH 15.04a 15 Causes What your policy covers: What your policy does not cover: Your policy covers contents whilst in the home for loss or damage resulting from the following causes: 1. Storm or flood 2. Sudden and unexpected water leaking from or freezing in any washing machine, dishwasher, fridge, freezer or plumbed in domestic water , drainage or heating installation 3. Oil leaking from or freezing in a fixed oil -fired heating installation, including smoke and smudge damage by vaporisation due to a defective oil -fired heating installation and damage to soil caused by the leaking oil. 4. Theft or attempted theft 5. Fire, smoke, explosion, lightning or earthquake Loss or damage to radio or television aerials or satellite dishes not in or attached to the b uildings. Loss or damage: • to the fittings/ installation / appliances themselves is only covered if the damage has happened as a result of an insured cause or cover; • while your home is unoccupied or unfurnished . Loss or damage: • to the installation itself is only covered if the damage has happened as a result of an insured cause or cover; • while your home is unoccupied or unfurnished . Loss or damage: • while your home is unoccupied or unfurnished ; • of money unless force is used to gain entry to your home ; • if property is obtained by any person using any form of payment which proves to be counterfeit, false, fraudulent, invalid, uncollectible, irrecoverable or irredeemable for any reason; • caused by you, your family , your domestic staff , lodgers, paying guests or tenants, and any person that has been allowed into the home . Smoke damage caused by smog, agricultural or industrial operations or smoke damage that happens gradually from repeated exposure.

ADH 15.04a 16 6. Subsidence or ground heave of the site on which the building s stand or landslip 7. Malicious acts or vandalism 8. Riot, civil commotion, strikes, labour and political disturbances. 9. Collision by aircraft, aerial devices, road or rail vehicles (or anything dropped from them) or animal. 10. Fallen trees or branches 11. Breakage or collapse of radio or television aerials, satellite dishes, lamp posts, telegraph poles, electricity pylons or overhead cables. Loss or damage: • to boundary and garden walls, gates, hedges and fences, paths and drives, patios, tennis hard courts and swimming pools unless the home has been damaged at the same time by the same cause; • due to normal settlement , shrinkage or expansion; • resulting from construction, structural alteration, repair or demolition; • caused by coastal or river bank erosion; • arising from the use of defective materials, defective design, or poor or faulty workmanship. Loss or damage: • while your home is unoccupied or unfurnished . • caused by you, your family , your domestic staff, lodgers, paying guests or tenants, and any person that you or your family has allowed into the home. Loss or damage caused by your domestic pets. Loss or damage caused during tree felling, lopping or topping. The cost of removing fallen trees or branches . Loss or damage: • Caused by m echanical or electrical breakdown or failure; • caused by or in the process of cleaning, maintenance, repair or dismantling; • to equipment not in or attached to the b uildings.

ADH 15.04a 17 Personal Possessions (optional extra) Your policy schedule will show if you have chosen this section. What your policy covers: What your policy does not cover: Your p olicy schedule will show you the sums insured and limits under this s ection. Personal effects, valuables and money are included if they belong to you or your family or you or they are legally responsible for them and they are mainly used for private purposes. We will pay you up to the sum insured shown in your p olicy schedule for any one claim. The sum insured for this section is included within the c ontents cover limit and is not in addition to it. What is covered Loss or damage to personal effects, valuables and money belonging to you and your family when: 1. anywhere in Europe, Jordan, Madeira, the Canary and Mediterranean islands and those countries bordering the Mediterranean; or 2. anywhere in the world for up to 60 days during any period of insurance as shown in your schedule. 1. Excess – shown in schedule. 2. Items listed under the g eneral exclusions – see separate document – Essential Information. 3. Loss or damage: a) arising from the cost of remaking any film, disc or tape or the value of any information held on it. b) caused by, or in the process of, cleaning, maintenance, repair, dismantling, restoring, altering, dyeing or washing. c) caused by chewing, scratching, tearing or fouling by your domestic animals. d) caused by insects or vermin. e) caused by theft or attempted theft from an unattended motor vehicle unless the items are hidden from view in a boot or glove compartment , and all windows are closed and all doors, including the boot, are locked. f) to items not in the care, custody or control of you, or your family . g) caused by theft or attempted theft from an unlocked hotel room. h) arising from depreciation in value or other loss, damage or additional expense following on from the event for which you are claiming. i) by mechanical or electrical breakdown or failure. j) caused to a motorised vehicle or craft. k) to parts, accessories, tools and fitted radios, cassette players and compact disc players, MP3 and DVD players and satellite navigation systems for the things excluded in (j) above. l) to any property mainl y used for the purpose of business, trade, profession or employment. m) to plants or any living creature. n) to documents. o) where property is obtained by any person using any form of payment which proves to be counterfeit, false, fraudulent, invalid, uncollectibl e, irrecoverable or irredeemable. p) specifically covered elsewhere in this p olicy.

ADH 15.04a 18 q) to computers or computer equipment by: a. accidental loss or mislaying or misfiling of documents or records. b. viruses. c. contamination. r) to lottery tickets and raffle tickets. s) to bicycles. t) to your or your family’s contents while temporarily removed from the home to an occupied private dwelling, whilst a member of your family is attending college, university or boarding school

ADH 15.04a 19 Essential Information General Conditions These general conditions apply throughout your policy. Home Assistance and Family Legal Protection covers have additional conditions (see relevant sectional conditions). You and your family must comply with these conditions to have full protection of your p olicy . If you or your family do not comply with them we may cancel the p olicy, refuse to deal with any relevant claims or reduce the amount of any relevant claim payments. Your Policy - please see the Definitions section AXA Home Insurance is underwritten by AXA Insurance UK plc which is authorised by the Prudential Regulation Authority and regulated by the Financial Conduct Authority and the Prudential Regulation Authority under Financi al Services Register number 202312 . You can check this on the Financial Services Register by visiting the FCA’s website at www.fca.org.uk or by contacting the FCA on 0800 111 6768. You must make sure that all the information you have given us as part of your application is true and complete to the best of your knowledge and belief. Failure to do so could result in your policy being cancelled or could result in any relevant claims being r educed or refused. In return for having accepted your premium we will in the event of injury, loss or damage happening during the period of insurance provide insurance as described in the section wordings and essential information document and referred to in your schedule. Please read your p olicy to make sure that you are satisfied with your insurance. If you have any questions please contact us . The law which applies to this Policy You and we can choose the law which applies to this policy. We propose that the law of England and Wales applies. Unless we and you agree otherwise the law of England and W ales will apply to this p olicy. Legal Helpline You can contact the legal helpline on 0844 874 0232 * for advice on any personal legal or tax problem directly affecting you. Please quote ‘AXA Direct’. Advice will not be provide d about your business , trade or profession. The legal helpline is available 24 hours a day 365 days a year. The tax helpline is available between 9am and 5pm Monday to Friday (other than public holidays). The advice available from the helpline is limited to the law of the Un ited Kingdom, the Channel Islands and the Isle of Man except the tax helpline which is limits to the law of Great Britain and Northern Ireland. The legal helpline is administered by Arc Legal Assistance Limited and serviced by their panel of Solicitors or agents they have authorised.

ADH 15.04a 20 * Calls are recorded and/or monitored. Call costs may vary depending on your service provider. Domestic Helpline If you have chosen home assistance cover, then you may be covered for certain home emergency costs. You should call the home assistance emergency helpline on: 0844 874 0221* If you have not taken this section of cover you can phone the domestic emergency helpline on: 01737 815927*. AXA Assistance (UK) Limited will then put you in contact with the nearest suitable tradesperson. As this is a referral service, any agreement entered into will be between you and the tradesperson; AXA Assistance (UK) Limited will not accept liability for any work carried out. You will be responsible for paying the tradesperson ’s fees and for agreeing the scope and quality of the work they will carry out to fix the problem, but if the incident is covered by your policy you may submit a claim in the usual way. * Calls are recorded and/or monitored. Call costs may vary depending on your service provider. Maximum limits a) The value of your buildings . • You must notify us as soon as possible if the full rebuilding cost of your buildings exceeds the amount shown in your policy schedule. • If the full rebuilding cost of your buildings exceeds this sum the cover under the policy will no longer meet your needs. • If the amount shown on your policy schedule represents less than 100% of the full rebuilding cost of your buildi ngs, we will only be able to settle claims at the percentage you are insured for . For example, if the value of your buildings shown on your policy schedule only represents 70% of the full rebuilding cost then we will not pay more than 70% of your claim. • The full rebuilding cost of your buildings means the cost of rebuilding if the buildings were completely destroyed. This is not necessarily the market value. b) The value of your contents. • You must notify us as soon as possible if the full replacement value of your c ontents exceeds the amount shown in your policy schedule. • If the full replacement value of your c ontents exceeds this sum the cover under the p olicy will no longer meet your needs. • If the amount s hown on your policy schedule represents less than 100% of the full replacement value of your contents , we will only be able to settle claims at the percentage you are insured for . For example, if the value of your contents shown on your policy schedule onl y represents 70% of the full replacement cost then we will not pay more than 70% of your claim. • The full replacement value of your c ontents means the current cost as new.

ADH 15.04a 21 Changes in your circumstances You must tell us as soon as possible about any of the following changes : • change of address; • structural alteration to your home ; • if you or your family intend to let or sublet your home ; • if your h ome is used for business purposes other than paperwork, computer work or child- minding; • if you or your famil y intend to use your home for any reason other than private residential purposes , other than the business use outlined above; • if your home will be unoccupied ; • if you or your family have been declared bankrupt , or been subject to bankruptcy proceedings , or have received a police caution for , or been convicted of , or charged with, any offence other than driving offences; • if your property is no longer occupied solely by you or solely by you and your family . Not informing us of these changes may invalidat e your p olicy . If you are in any doubt please ask us . Changes in your Policy By accepting this policy you understand that we are an online company. We agree to provide you with all your documents online for you to print yourself. It is your responsibility to make any changes to your home insurance policy online. We reserve the right to charge £30 if you request us to send your insurance documentation by post and reserve the right to charge up to £30 for any change or correction to your p olicy that we make on your behalf. Taking care of your property You and your family must take all reasonable precautions to avoid injury, loss or damage and take all reasonable steps to safeguard all the property insured from loss or damage. You must maintain your property in a state of good repair. Dual insurance If any injury, loss, damage or liability is covered by any other insurance then we will not pay more than our share.

ADH 15.04a 22 Automatic Renewals By purchasing this policy you have provided consent to set up a continuous payment authority. This means we are authorised to automatically renew your policy and apply for renewal payments from your account every year , even if your card has expired, until you instruct us to stop . We will contact you in writing at least 21 days before the end of your period of insurance. If you still meet our eligibility criteria, we will seek to automatically renew your policy by using the latest details you provided to us. You will also be provided with a renewal invitation which you should check via your AXA Account to ensure all your details are still correct and relevant. If any changes are required or you do not wish to renew your policy you should let us know via your AXA Account before your renewal date. Please note that if you pay annually by Switch or Maestro we will not be able to automatically renew your policy. If you no longer meet our eligibility criteria, we will not be able to renew your policy . In all cases we will contact you prior to your renewal date to advise you what to do next. How to opt-out Email us at [email protected] or call us on 0844 874 0211* Cancelling your cover Statutory cancellation rights You may cancel this policy within 14 days of receipt of the policy documents or the start date whichever is later (the cancellation period) whether for new business or at the renewal date by contacting us on the following telephone number: 0844 874 0211* We will refund the full premium to you (subject to an administration fee of £15 which will be imposed by AXA Direct) provided no claims have occurred. If any claims have been made you will not receive a refund of premium. Cancellation outside the statutory period You may cancel this policy at any time by contacting us on the following telephone number: 0844 874 0211* As long as you have not received payment for or are not in the process of making a claim and have not suffered a loss for which you are intending to make a claim during the period of insurance we will keep an amount of premium in proportion to the time you have been on cover and refund the rest to you (subject to a cancellation fee of £25). If you are paying by instalments your instalments will end but if you have received payment for or are in the process of making a claim you will either have to continue with the instalments, until the policy renewal date, or we may, at our discretion, take the outstanding instalments you still owe from any claim payment we make. If you pay annually and you have received payment for or are in the process of making a claim you will not receive any refund of premium. * Calls are recorded and monitored. Call costs may vary depending on your service provider.

ADH 15.04a 23 Payment of Premium If you have chosen to pay for your p olicy by lump sum, your payment will be debited from your payment card immediately and will appear on your statement within 3 working days. This includes any additional premium or related administration fees that may arise from changes made to your p olicy . If you have chosen to pay for your p olicy by instalments, you will be provided with a Fixed Sum Loan A greement in accordance with the Consumer Credit Act 1974. This contains important information relating to your credit agreement. Your deposit will be debited from your payment card immediately and will appear on your statement within 3 working days. Sho uld you make any change to your p olicy that affects your premium, you will receive an amended Fixed Sum Loan Agreement to outline your new credit agreement and any related administration fees that may arise from these changes will be debited from your pa ym ent card immediately and will show on your statement within 3 working days. You may change your payment method from instalment to lump sum at any point during the period of insurance. Should you fail to make your payment(s) in full and by the due date: • We will charge you an administration fee of £15 for instalments rejected by your bank due to a cancelled instruction or insufficient funds. • We will contact you requesting payment by a specific date. If we do not receive payment by this date we will write to you notifying you that payment has not been received and give you a further 7 days to pay the outstanding amount. If payment is not received by this date we : o Will cancel your policy with immediate effect charging an administration fee of £25 and notify you in writing that such cancellation has taken place. o Will terminate your Consumer Credit Agreement. o May refuse to pay any pending claims on your policy . o May refer details of your policy to our debt collection agencies that will seek to recover all monies on our behalf and may record the outstanding debt. Should this action be taken, we reserve the right to add an administration fee of £25 to the value of your debt to cover costs incurred. Fraudulent claims Throughout your dealings with us we expect you to act honestly. If you or anyone acting for you: • knowingly provides information to us as part of your application for your policy that is not true and complete to the best of your knowledge and belief; or • knowingly makes a fraudulent or exagger ated claim under your policy ; or • knowingly makes a false statement in support of a claim; or • submits a knowingly false or forged document in support of a claim; or • makes a claim for any loss or damage caused by your wilful act or caused with your agreement, knowledge or collusion. THEN: • we may prosecute fraudulent claimants; • we may make the policy void from the date of the fraudulent act; • we will not pay any fraudulent claims; • we will be entitled to recover from you the amount of any fraudulent claim already paid under your policy since the start date; • we may not return any premium paid by you for the policy ; • we may inform the Police of the circumstances.

ADH 15.04a 24 General Exclusions These exclusions apply throughout your p olicy . We will not pay for: 1. Riot/or civil commotion Any loss, damage or liability caused by or happening through riot or civil commotion outside the United Kingdom. 2. Sonic bangs Loss or damage by pressure waves caused by aircraft and other aerial devices travelling at sonic or supersonic speeds. 3. Reduction in market value Any reduction in market value of any property following its repair or reinstatement. 4. Confiscation Any loss, damage or liability caused by or happening through confiscation or det ention by customs or other officials or authorities. Exclusions 1-4 above do not apply to the following covers: • Liability to domestic staff • Tenant’s liability • Public liability • Property owner’s liability 5. Radioactive or nuclear contamination Loss, damage or liability to any property or any other loss, damage or additional expense following on from the event for which you are claiming arising from: • ionising radiations or contamination by radioactivity from any irradiated fuel or from any nuclear waste from the combustion of nuclear fuel; • the radioactive, toxic, explosive or other hazardous properties of any explosive nuclear assembly or of its nuclear component. 6. War risks Any loss, damage or liability caused by or happening through war, invasion, acts of foreign enemy hostilities (whether war is declared or not), civil war, rebellion, revolution, insurrection or military or usurped power.

ADH 15.04a 25 7. Terrorism Any loss, damage, liability, cost or expenses of whatsoever nature directly or ind irectly caused or caused by or happening through or in connection with any act of terrorism. For the purpose of this exclusion ‘terrorism’ means the use of biological, chemical and/or nuclear, chemical and/or nuclear force or contamination and/or threat thereof by any person or group of persons whether acting alone or on behalf of or in connection with any organisation(s) or government(s) committed for political, religious, ideological or similar purposes, including the intention to influence any government and/or to put the public in fear. However, losses caused by or resulting from riot, riot attending a strike, civil commotion and malicious damage are not excluded hereunder. 8. Pollution/contamination Loss, damage, liability or bodily injury arising direc tly or indirectly from pollution or contamination unless caused by: a) a sudden and unforeseen and identifiable incident; b) leakage of oil from a domestic oil installation at your home . 9. Gradual deterioration/maintenance Any loss or damage caused by wear and tear, depreciation, the effects of light or the atmosphere, mould, dry or wet rot or fungus and costs that arise from the normal use, maintenance and upkeep of your buildings and its contents . 1 0. Liability Insurance Any liability which is covered under a more specific p olicy. This exclusion applies to Liability to domestic staff, tenant’s liability, public liability and property owner’s liability covers.

ADH 15.04a 26 Definitions These definitions apply throughout your p olicy . Where we explain what a word means that word will be highlighted in bold print and will have the same meaning wherever it is used in the p olicy. The definitions are listed alphabetically: Bicycles Your bicycle, including its tyres and its accessories Buildings The structure of the home including landlord’s fixtures and fittings and the following if they form part of the property: • oil and gas tanks • cesspits • permanent swimming pools • tennis hard courts • walls • gates • fences • hedges • terraces • patios • drives • paths • car ports • garages and outbuildings . Business equipment All computers and office equipment (excluding data) used solely for clerical business. Contents Household goods (including tenants fixtures, fittings and interior decorations) frozen foods, personal effects , business equipment , valuables and money , are included provided that they belong to you or your family or you or they are legally responsible for them and they are mainly used for private purposes. Domestic staff A person employed to carry out domestic duties associated with your home and not employed by you in connection with any business, trade, profession or employment. Excess The amount you must pay as the first part of each and every claim made. Family/they Your spouse, domestic partner or civil partner, children, domestic staff and/or any other person permanently living with you and not paying for their accommodation. Heave The upward or sideways movement of the site on which your buildings are situated, other than settlement , caused by swelling of the ground.

ADH 15.04a 27 Home The private residence shown in your policy schedule including its garages and outbuildings if they form part of the property. Landslip Sudden movement of soil on a slope or gradual creep of a slope over a period of time other than settlement . Money Coins and bank notes in current use, cheques, postal orders, postage stamps which are not part of a collection, trading stamps, premium bonds, saving stamps or certificates, luncheon vouchers, record or book or similar tokens, money orders, travel tickets including season tickets, petrol coupons, gift tokens, phone cards, pre– booked event and entertainment tickets and electronic money cards. This does not include credit card, cheque card or cash dispenser card liability. Motorised vehicle or craft Mechanically propelled vehicles which includes motor cycles, quad bikes and children’s motor cycles and quad bikes, trailers, aircraft, boats, sailboards and crafts designed to be used in or on water, and the parts, spares and accessories of any of these other than: • vehicles used only as domestic gardening equipment within the boundaries of the land belonging to your home ; • vehicles designed to help disabled people (as long as the vehicles are not registered for road use); • golf carts and trolleys; • remote- controlled toys and models. Outbuildings Period of insurance • sheds • greenhouses • summer houses • other buildings (but not caravans, mobile homes or motor homes) which do not form part of the main building of the home and are used for domestic purposes. The dates shown in your schedule. Personal effects Clothes and items of a personal nature likely to be worn, used or carried. For example, portable radios, hand held games consoles, mp3 players, mobile phones and sports equipment.

ADH 15.04a 28 Policy The policy describes the insurance cover provided during the period of insurance as shown in your schedule which you have paid for, or have agreed to pay for, and for which we have accepted the premium. Your policy is made up of the following components: • Schedule – identifying which sections of the policy you have bought • Section Wordings • Essential Information including: - General conditions and exclusions - Definitions - Claims conditions – including making a claim and how we settle a claim - Making a complaint Settlement The natural movement of new properties in the months and years after they are built. Storm A period of violent weather defined as: • Wind speeds with gusts of at least 48 knots (55mph)* or • Torrential rainfall at a rate of at least 25mm per hour or • Snow to a depth of at least one foot (30cms) in 24 hours or • Hail of such intensity that it causes damage to hard surfaces or breaks glass. * Equivalent to storm force 10 on the Beaufort scale Subsidence Downward movement of the site on which the buildings are situated by a cause other than settlement or the weight of the buildings themselves. Unfurnished Has not contained enough furniture and furnishings for normal living purposes for more than 30 consecutive days . Unoccupied Not lived in and not occupied overnight by you or your family for more than 30 consecutive days or occupied by squatters Valuables Jewellery, articles containing gold, silver or other precious metals, watches, paintings and other works of art and collections of stamps, coins and medals. Vermin Rats, mice, squirrels, owls, pigeons, foxes, bees, wasps or hornets. We/us/our AXA Insurance UK plc. You/your The person or people named in your policy schedule as the policyholder(s).

ADH 15.04a 29 Claims Conditions The claims conditions apply to the following covers you have chosen and which are listed on your p olicy Schedule: • Buildings • Contents • Personal Possessions • Bicycles • Student For Home Assistance and Family Legal Protection separate conditions apply. Please refer to the relevant parts of your p olicy . You and your family must comply with these conditions to have the full protection of your p olicy . If you or your family do not comply with the claims conditions, we may refuse to deal with any relevant claims or reduce the amount of any relevant claim payment s. The first thing you must do: We recommend that you check the cover provided on your schedule You should: • If you are the victim of theft, riot, malicious damage, or property is lost or stolen away from your home, urgently inform the Police and obtain a crime or lost property reference number. In the case of riot you need to inform the Police within 14 days of the event. • Contact us as soon as possible and tell us about the incident. Important contact details are shown in your ‘AXA Account’. • Take all reasonable steps to recover missing property. • Take all reasonable steps to prevent further damage to your property. Making a claim If you need to make a claim you can either: 1. Report your claim online. This will: • save the cost of the phone call from your mobile or landline, and • avoid wasting time waiting in queues. 2. Or call 0844 874 0218 (Calls are recorded and monitored. Call costs may vary depending on your service provider ) What you should do in an emergency • Take any necessary steps to prevent further damage to the property such as switching off the gas electricity and water supply. • You must not dispose of any damaged items or conduct permanent repairs because we may need to inspect the damage.

ADH 15.04a 30 Our promise • You will speak to a knowledgeable and trained member of staff who can discuss the claim and explain the next steps. • We will call you back when promised. • We will provide you with regular updates on your claim. What you must do after making your claim • To help prove your claim we may require you to provide original purchase receipts, invoices, bank or credit card statements, instruction booklets, photographs, utility bills, pre- purchase surveys or plans and deeds of your property; • To help assist in dealing with your claim we may require you to obtain estimates for the replacement or repair of damaged property; • We will only ask for information relevant to your claim and we will pay for any reasonable expenses you incur in providing us with the above information as part of your claim ; • If someo ne is holding you or your family responsible for damage to their property or bodily injury to them you must provide us with full details as soon as possible. You must also send us any claim form, application notice, legal document or other correspondence sent to you or your family as soon as possible. • You must assist us with any enquiries we have regarding your claim as it will enable us to deal with it quickly. • You must allow us access to the building s that have been damaged to salvage anything we can and ensure no more damage occurs. However, you must not abandon your property to us . What you must not do: • If someone is holding you or your family responsible for injury or any damage, neither you nor your family must admit responsibility or make / reach any agreement with them. • Abandon any property for us to deal with. • Dispose of damaged items as we may need to see them. We are entitled, if we choose and in your name, but at our expense, to: • take over any rights in the defence or settlement of any claim; • take legal action in your name to get compensation or recover any money due from a third party in your name. We are entitled to take possession of the property insured and deal with any salvage.

ADH 15.04a 31 How we settle claims • We may repair, reinstate or replace the lost or damaged property. If we cannot replace or repair the property we may pay for the loss or damage in cash. Where we can offer repair or replacement through a preferred supplier, but we agree to pay a cash settlement, then payment will not exceed the amount we would have paid the preferred supplier. If no equivalent replacement is available then we will pay the full replacement cost of the item with no discount applied. • We will not pay more than the sum insured for a claim. The amount we pay will also depend on any limit shown in the policy . Your cover limits will not be reduced by any claim. • Where an excess applies, this will be taken off the amount of your claim. • We will not pay for loss of value to any item or buildings resulting from repair or replacement following a claim. We may appoint an approved supplier to act on our behalf to validate your claim. They are authorised to arrange a quotation, a repair or a replacement. Contents and Business equipment • We will settle claims for loss or damage to items which are beyond economic repair on the basis of cost as new as long as: - the contents and business equipment have been maintained in good repair • We will take off an amount for wear and tear in any claim for: - clothing, towels, bed or table linen. Buildings • We will settle claims for loss or damage to the buildings without taking off an amount for wear and tear as long as: - the buildings have been maintained in good repair. • We will pay for the reasonable cost of work carried out in repairing or replacing the damaged part of the buildings and agreed fees and related costs. • If the repair or replacement is not carried out, we will pay the decrease in market value of your buildings due to the damage but not more than it would have cost us to repair the damage to your buildings if the repair had been carried out without delay. • At our option we may arrange for specialist i nvestigations to be carried out.

ADH 15.04a 32 Storm Damage claims The definition of what we mean by storm can be found in the ‘Definitions’ section. Whe n we assess your claim, we will not rely solely on the definition of storm as this is just one factor we consider when you have this kind of damage to your home. Other factors we consider are as follows: • Does the evidence show that storm conditions occurred on or around the date the damage is said to have happened. • Is the damage claimed for consistent with t he damage caused by storm damage. • Were storm conditions the main cause of the damage or were other factors involved. For example, we look if the damage would have occurred without the storm . This insurance policy is not designed to cover you for any gradual deterioration, wear and tear or loss or damage resulting from poor maintenance. Please see the general exclusions and conditions section of this policy for more information. We will always talk to you about what damage you have as well as look at the we ather conditions in the area. Where we obtain local weather reports, we will take into account the distance of any weather stations from your home before making a decision. In order to help assess your claim, we will also send a claims expert to your home to inspect the damage if necessary. Matching sets, suites and carpets We treat any individual items of a matching set or suite of furniture, sanitary ware or other bathroom fittings as a single item. We will pay you for individual damaged items but not for undamaged companion pieces unless they are part of a bathroom suite or fitted kitchen and the damaged parts cannot be repaired or a replacement found. For any other sets or suites not part of a bathroom suite or fi tted kitchen, we will pay up to 50% of the undamaged part if the damaged parts cannot be matched or replaced. If a floor covering is damaged beyond repair we will only pay to have the damaged floor covering replaced. We will not pay for undamaged floor cov ering in adjoining rooms.

ADH 15.04a 33 Making a Complaint We aim to provide the highest standard of service to every customer. If our service does not meet your expectations, we want to hear about it so we can try to put things right. All complaints we receive are taken seriously. The following will help us understand your concerns and give you a fair response. Making your complaint If your complaint relates to a claim on your policy , please contact the department dealing with your claim. If your complaint relates to your policy , please contact the AXA Help Team on 0844 874 0211 or at: Customer Relations Manager AXA Insurance 9 Fudan Way Stockton on Tees TS17 6EN Email: [email protected] When you make contact please provide the following information: • Your name, address and postcode, telephone number and e- mail address • Your policy and/or claim number, and the type of policy you hold • The reason for your complaint Any written correspondence should be headed ‘COMPLAINT’ and you may include copies of supporting material. Beyond AXA Should you remain dissatisfied following our final written response, you may refer your case to the Financial Ombudsman Service at the address given below . The F inancial Ombudsman Service is an independent body that arbitrates on complaints about general insurance products. You have six months from the date of our final response to refer your complaint to the F inancial Ombudsman Servi ce. This does not affect your right to take legal action. The Financial Ombudsman Service Exchange Tower Harbour Exchange Square London E14 9SR Tel: 0300 123 9123 or 0800 023 4567 Fax: 020 7964 1001 Email : complaint.info@financial -ombudsman.org.uk

ADH 15.04a 34 Our promise to you We will • Acknowledge all complaints promptly. • Investigate quickly and thoroughly. • Keep you informed of progress. • Do everything possible to resolve your complaint. • Use the information from complaints to continuously improve our service. Home Assistance and Family Legal Protection covers have separate complaints procedures (s ee relevant sectional wordings for further details ). AXA Insurance UK plc is covered by the F inancial Services Compensation Scheme (FSCS). You may be entitled to compensation from the scheme in the unlikely event we cannot meet our obligations to you. This depends on the type of insurance and the circumstances of the claim. Further information abo ut the compensation scheme arrangements is available from the FSCS (www.fscs.org.uk). Telephone calls are recorded and monitored. Call charges may vary depending on your service provider.

ADH 15.04a 35 Sharing of Information Fraud prevention & Credit Reference Agencies We make searches about you at credit reference agencies who will supply us with information, including information from the Electoral Register. The agencies may record details of the search whether or not your appli cation proceeds. We may use scoring methods to assess this application and to verify your identity. Searches and other information which is provided to us and/or the credit reference agencies, about you and those with whom you are linked financially may be used by us if you , or other members of your household, apply for other facilities including insurance applications and claims. This information may also be used for debt tracing and the prevention of money laundering as well as the management of your account. To keep premiums low we do participate in a number of industry initiatives to prevent and detect fraud. To help prevent crime we may at any time: • Share information about you and any others living at your property with other organisations and public bodies including the police; • Share information about you and any others living at your property within the AXA Group and with other insurers; • Pass the details you have supplied to recognised centralised insurance industry applications, policy and cl aims checking systems (for example CUE and CIFAS databases) where those details may be checked and updated; • Check the details you have supplied with fraud prevention agencies and databases including publicly available data (for example on County Court Judgements, bankruptcy information and electoral role data). If we suspect that you have given us false or inaccurate information, w e may record this with fraud prevention agencies; • Search records held by fraud prevention and credit reference agencies to: o help make decisions about credit services for you and your f inancial associates; o help make decisions on insurance policies and claim s for you and your financial associates; o trace debtors, recover debt, prevent fraud and to manage your insurance policies; o check your identity to prevent money laundering. We and other organisations may access and use, from other countries, the information recorded by fraud prevention agencies. Should you require further information about the agencies with which we share your data, including further details explaining how the information held by fraud prevention agencies may be used, please contact us at [email protected]. You are responsible for providing accurate and up- to-date information, and by accepting these terms you are confirming that you have consent to supply data for you and any others living at the property .

ADH 15.04a 36 Bicycles Cover (optional extra) Your policy schedule will show if you have chosen this section. What your policy covers: Loss or damage to bicycles and their accessories anywhere in the World belonging to you. Limits – please refer to your schedule What your policy does not cover: Excess – shown in schedule. Loss or damage to: • tyres or accessories unless the b icycle is lost or damaged at the same time; • the bicycle whilst being used for racing, pace making or trials. Loss or damage caused by: • theft when the b icycle is unattended unless in a locked building or secured by a suitable locking device to a permanent structure or a motor vehicle; • customs or other officials confiscating or keeping hold of the b icycle; • cleaning, maintenance, repair, dismantling, altering or dying; • insects or vermin ; • mechanical or electrical breakdown or failure.

ADH 15.04a 37 Student Cover (optional extra) Your policy schedule will show if you have chosen this section. What your policy covers: Your policy provides cover for any of the following causes whilst your or your family’s contents are temporarily removed from the home to an occupied private dwelling, whilst a member of your family is attending college, university or boarding school: • storm or flood; • theft; • collision; • falling trees; • fire, explosion, lightning or earthquake; • malicious acts. Limits – please refer to your schedule What your policy does not cover: Excess – shown in schedule Loss or damage: • by t heft unless it involves forcible and violent entry to or exit from a building; • from a caravan mobile home or motor home; • outside the United Kingdom the Isle of Man or the Channel Islands by riot, civil commotion, strikes, labour and political disturbances or malicious persons; • to business equipment.

ADH 15.04a 38 Home Assistance (optional extra) Your policy schedule will show if this section is in force. This policy is underwritten by Inter Partner Assistance SA (IPA) which is fully owned by the AXA Assistance Group. Inter Partner Assistance is a Belgian firm authorised by the National Bank of Belgium and s ubject to limited regulation by the Financial Conduct Authority. Details about the extent of its regulation by the Financial Conduct Authority are available from us on request. Inter Partner Assistance SA firm register number is 202664. You can check thi s on the Financial Services Register by visiting the website www.fca.org.uk/register or by contacting the Financial Conduct Authority on 0800 111 6768. AXA Assistance (UK) Limited provides the services described in the policy. This insurance is governed by the laws of England and Wales The definitions below apply to this section only. Where we explain what a word means that word will appear highlighted in bold print and will have the same meaning wherever i t is used in this section. We list the definitions alphabetically. Authorised contractor A tradesperson authorised by us to assess your claim, and carry out repairs in your home under this policy and under our delegated authority. Beyond economical repair Means where we estimate that the cost of repairing your primary heating and / or hot water system would be more than its current value, or, that we are unable to obtain spare parts to repair it. Emergency A result of a sudden and unforeseen event at the home that, if not dealt with quickly will: 1. expose you or anyone else in the home to a health risk or 2. cause a risk of or loss of or damage to the home and or any of your belongings or 3. render the home uninhabitable. The emergency will also include permanent and irreplaceable loss of all keys required to gain access to the home. Emergency repairs Work undertaken by an approved contractor to resolve the emergency by completing a temporary repair. Home The house or flat shown on your policy schedule, its integral (built-in) garages all used for domestic purposes only in the United Kingdom. It does not include detached garages, sheds, greenhouses and other buildings. Insured/you/your You, the policyholder, and/or any member of your immediate family normally living at your home. IPA/we/us/our Inter Partner Assistance SA, The Quadrangle, 106 - 118 Station Road, Redhill, Surrey RH1 1PR and/or its service provider AXA Assistance (UK) Limited, of the same address. Permanent repair Repairs and/or work required to put right the damage caused to the home by an emergency .

ADH 15.04a 39 Reimbursement basis Subject to our prior agreement and on receipt of the engineer / installer/ supplier/ authorised contractor’s fully itemised invoice, we will pay you as per your policy limit a contribution to a repair which you will arrange yourself. This will be in full and final settl ement of your claim. Temporary repair A repair that will resolve the emergency but may need to be replaced by a permanent repair. Pests Brown or black rats, house or field mice, wasps or hornets. General Conditions 1. Claims under this policy can only be made by y ou , your immediate family, lodger or anyone calling on your behalf. 2. If you refuse to allow us reasonable access to your home in order to provide the services you have asked for under this policy or if you fail to cooperate with our agents, representatives or authorised contractors or are abusive or threatening toward our staff we will be under no obligation to provide the services under this section. 3. This insurance does not cover normal day to day maintenance at your home that you s hould do. Nor does it pay for replacing items that wear out over a period of time or replacement of parts on a like for like basis where the replacement is necessary to resolve the immediate emergency. 4. Any loss where you did not contact us to arrange repai rs will not be covered under this insurance 5. When we make a repair we will leave your home safe and habitable but we will not be responsible for reinstating it to its original condition; 6. If the emergency repair costs more than £1000.00 we will: require you to contribute the difference or subject to our prior agreement and on receipt of your engineer’s fully itemised and paid invoice, we would pay you a contribution to a repair which you will arrange yourself , taking account of costs already reasonably incur red by our authorised contractor, for the initial visit. This will be in full and final settlement of your claim. Parts availability Availability of parts is an important factor in providing emergency repairs. If our engineer does not carry the spare parts needed on the day of your appointment, we will do all we reasonably can to find and install parts from our approved suppliers. We may use new parts or parts that have been reconditioned by the manufacturer or approved third parties. We may not replace parts on a like for like basis but will provide an alternative suitable for containing the emergency . However, there may be times when replacement parts are delayed because of circumstances beyond our control. In these cases we will not be able to avoid delays in repair; we will keep you informed throughout your claim. There may also be occasions where parts are no longer available. I n these situations we will ensure your home is safe and if required, we will arrange for you to receive a quotation for a suitable replacement item at your cost.

ADH 15.04a 40 Important information 1. If you suffer an emergency at your home you should tell us on the em ergency telephone number. We will then: a.) advise you about how to protect yourself and the home; b.) validate your policy and arrange for one of our authorised contractors to get in touch with you to make an appointment, or to settle your claim on a reimbursement basis; c.) we along with our authorised contractors under our delegated authority, will then manage your claim from that point onwards and keep you updated throughout your claim journey; d.) we will organise and pay up to £1,000 per claim including V AT, call out, labour, parts and materials to carry out an emergency repair, or if at a similar expense a permanent repair; e.) in the event of your home becoming uninhabitable and remaining so because of a covered event, we will contribute up to £250 inc luding VAT towards the cost of your (including your pets) accommodation including transport. We will reimburse these costs to you ; f.) we would always recommend that you arrange for a permanent repair to be completed by a qualified tradesperson as soon as possible, once we have carried out an emergency repair and contained the e mergency for you , as this may only provide a temporary solution to the problem. If you have no heating and a part needs to be ordered following the engineer’s visit, or if we are unable to repair the boiler/heating system, you have the option to either purchase heaters up to a value of £50 including VAT, which we will reimburse you for, or alternatively we can deliver two temporary heaters to your home, these are yours to keep. Cancelling your cover Please refer to the ‘General conditions’ section of the ‘Essential Information’ document for details of the statutory cancellation rights and details when cancelling outside the statutory period. Additional cancellation provisions AXA Insurance UK plc has the right to cancel your AXA Home policy by providing written notice to your current address under certain circumstances as detailed under the ‘General conditions’ section of the ‘Essential Information’ document. Your Home Assistance policy is sold as an optional extra to complement your AXA Home policy . If your AXA Home policy is cancelled by AXA Insurance UK plc or you then your Home Assistance policy will automatically be cancelled from the same date.

ADH 15.04a 41 What is covered: Emergency incidents that are covered by this policy are: 1. Plumbing problems related to the internal hot and cold water pipes between the main internal stopcock and the internal taps including the cold water storage tank; flushing mechanism of a toilet; External water supply pipes within your property boundary is covered where you are solely responsible for them. 2. A leak from: your toilet; pipes leading to and from the shower or bath and internal section of the overflow pipe along with central heating pipes. 3. An emergency relating to the blockage of, or damage to the waste pipes causing a block age or a waste water leak. This also includes blocked sinks, blocked or leaking waste pipes, along with rainwater drains; bath, toilets or external drainage. You will still be covered if you do have another working toilet or bathing facility. Blocked or le aking soil vent pipes, provided you are solely responsible for this. 4. Total failure of your electrics rendering your home uninhabitable. 5. Broken or cracked windows, which result in the home not being secure. We w ill undertake an emergency repair using boarding or similar material to resolve the immediate security risk. 6. Permanent and irreplaceable loss of all keys required to gain access to your home . 7. Removal of pests , where evidence of infestation in your home has been found. Pests found outside your home , such as in detached garages and outbuildings will not be covered. 8. A leak from the internal gas supply pipe in your home between the meter and a gas appliance. We will repair or replace the section of pipe, following the isolation of the gas supply by the National Gas Emergency Service. Please contact your Utility Company for restoration of gas supply who will be able to arrange this for you; 9. Complete failure or breakdown of your primary heating / hot water system resulting in no hot water and/or heating. Domestic gas boiler within your home , the output of which does not exceed 60Kw. This also includes boiler isolating valve, along with all manufacturer’s fitted components within the boiler – together with the pump, motorised valves, thermostat, radiator, timer, temperature pressure controls and the primary flue; 10. We will also cover loss of water pressure within a boiler due to a fault and / or a water leak from the boiler/heating system; 11. Sudden and unforeseen roofing problems such as leaks or tiles blown off during a storm or bad weather; 12. Claims related to other forms of primary heating, such as renewable technologies in your home or fuels used such as oil, LPG, soli d fuel, electric boilers and solar, may be settled on a reimbursement basis if an authorised contractor is not available at the time in your local area.

ADH 15.04a 42 What is not covered: We will not pay for claims arising directly or indirectly from or relating to the following: 1. Trace and access to locate the source of the emergency is not covered. Please note that this may be covered under your buildings insurance. 2. Any dripping tap/nozzle or any other part of the plumbing or drainage system where the water is safely escaping down a drain. Replacing external overflows, thermostatic and radiator valves, cylinders, hot and cold water storage tanks, radiators, immersion tanks and sanitary ware including sinks and basins. Burst or leaking flexible hoses along with breakdown, leak or damage to domestic appliances such as dishwashers and washing machines. 3. Plumbing or drainage problems related to septic tanks, swimming pools and hot tubs. 4. Breakdown or loss of or damage to domestic appliances (including showers), saniflow toilets and other mechanical equipment. 5. Damage to boundary walls, hedges, fences and gates. 6. Electricity supply to or failure of burglar/fire alarm systems and CCTV surveillance. 7. Pro blems related to temporarily frozen pipes. 8. Shared plumbing and drainage facilities are not covered under this policy even if they are within the boundaries of your home. 9. Repairing, replacing manholes, soakaways, septic tanks (clearing or emptying), fuel ta nks, cesspits, treatment plants and their outflow pipes, guttering and downpipes. 10. Fences, outbuildings and detached garages: damage to windows or doors. Double glazing where one pane is broken but the other is intact and the home is therefore secure. 11. Prim ary heating / hot water system over an output of 60Kw are not covered. Any heating system which is not wholly situated within your home or is shared with neighbouring dwellings. Descaling and any work arising from hard water scale deposits (including power flushing) or from damage caused by hard water or sludge resulting from corrosion. 12. Any routine maintenance, cleaning and servicing, as well as repairs that require a power flush of your boiler or main heating system; Any repair or replacement of under floor heating systems, warm air units, air or ground source heat pumps. Repair or replacement of the flue due to wear and tear. 13. Repair or replacement of boilers that have been declared as beyond economical repair by our authorised contractors are not covered. 14. Failure of boilers or heating systems that have not been inspected or serviced by a qualified person in accordance with the manufacturer’s guidelines. We will not be liable for any of the following: a) Loss or damage arising from emergencies which were known to you prior to the start date of this insurance. b) Loss or damage however caused to personal items, like paintings, electrical goods, jewellery, clothing, etc. c) Loss or damage arising from disconnection or interruption of mains services by the deliberate act of the utility company concerned or any equipment or services which are the responsibility or property of the utility company. d) Any defect, damage or failure caused by: i. modification or attempted repair by you or your own contractor which results in damage to that or another part of your system because of poor workmanship; ii. does not comply with recognised industry standards; iii. malicious or wilful action, misuse or negligence.

ADH 15.04a 43 e) Any emergency in your home when it has been unoccupied for more than 30 consecutive days. f) The removal of asbestos. g) Where Health and Safety regulations or a risk assessment that has been carried out, prevent our authorised contractors being able to attend to the emergency or carry out work in your home. h) Any loss arising fro m subsidence, landslip or heave caused by bedding down of new structures, demolition or structural repairs or alteration to the home , faulty workmanship or the use of defective materials, or river or coastal erosion. i) Any loss, or injury, damage or legal liability arising directly from, or consisting of the following: the failure or inability of any equipment to correctly recognise or interpret data representing any date in such a way that it does not work properly at all. j) Any repair costs which are covered by a manufacturer, supplier, installer or repairer guarantee or warranty. How to make a claim To obtain emergency assistance contact the 24 hour Emergency Helpline on: 0844 874 0221 (Call costs may vary depending on your service provider) You should have the following information available upon request:  your name and home postcode  your p olicy number  an indication as to the nature of the problem If you think you have a gas leak, you should immediately call the National Gas Emergency Service on 0800 111 999. Data Protection Please read the paragraphs below, which define how we use information about you for the purpose of providing you with insurance services and additional products and services. We appreciate the importance of the protection, confidentiality and security of your information. Personal Information By purchasing our products and services, you agree that we m ay: a) disclose and use information about you and your insurance cover to companies within the AXA group of companies, to its service providers and agents in order to administer and service your insurance cover, collect payments for fraud prevention and otherwise as required by applicable law. b) monitor and/or record your telephone calls in relation to cover to ensure consistent servicing levels and account operation; c) undertake all of the above within and outside the United Kingdom and the European Union. This includes processing your information in other countr ies in which data protection laws are not as comprehensive as in the European Union. However, we have taken appropriate steps to ensure the same (or equivalent) level of protection for your information in other countries, as there is in the European Union.

ADH 15.04a 44 If you want to know what information is held about you by Inter Partner Assistance or AXA Assistance (UK) Limited , please write to us at : Data Protection Officer AXA Assistance UK Limited The Quadrangle 106-118 Station Road Redhill Surrey RH1 1PR There may be a charge for this service, as permitted by law. Any information which is found to be incorrect will be corrected promptly. Information about you is only held for so long as it is appropriate for the above. Making a Complaint We aim to provide the highest standard of service to every customer. If our service does not meet your expectations, we want to hear about it so we can try to put things right All complaints we receive are taken seriously. The following will help us to understand your concerns and give you a fair response. Making your complaint Please write to: Customer Relations AXA Assistance UK Ltd The Quadrangle 106-118 Station Road Redhill Surrey RH1 1PR Tel: 01737 815913 Email: homeemergencycomplaints@axa- assistance.co.uk Should you remain dissatisfied following our final written response, you may be eligible to refer your case to the Financial Ombudsman Service at the address given below. The Financial Ombudsman Service is an independent body that arbitrates on complaints about general insurance products. You have six months from the date of our final response to refer your complaint to the Financial Ombudsman Service. This does not affect your right to take legal action.

ADH 15.04a 45 The Financial Ombudsman Service Exchange Tower Harbour Exchange Square London E14 9SR Tel: 0300 123 9123 or 0800 023 4567 Fax: 020 7964 1001 Email: complaint.info@financial -ombudsman.org.uk Our promise to you We will • Acknowledge all complaints promptly. • Investigate quickly and thoroughly. • Keep you informed of progress. • Do everything possible to resolve your complaint. • Use the information from complai nts to continuously improve our service. Telephone calls are recorded and monitored. Call charges may vary depending on your service provider. Financial Services Compensation Scheme (FSCS) Inter Partner Assistance is a member of the Financial Services Compensation Scheme (FSCS). The FSCS is a safety net for customers of financial services firms should the firm not be able to meet its liabilities. Further information can be obtained from www. fscs.org.uk

ADH 15.04a 46 Family Legal Protection (optional extra) Your p olicy schedule will show if this section is in force. Family Legal Protection provides: -  Assistance Helplines including 24/7 Legal Advice  Discounted legal services  Insurance for legal costs for certain types of disputes ASSISTANCE HELPLINE SERVICES Legal Helpline Use the 24 hour advisory service for telephone advice on any private legal problem of concern to You or any member of Your household. Simply telephone 0844 874 0232* and quote “ AXA Direct Family legal protection ” For Our joint protection telephone calls may be recorded and/or monitored. Call costs may vary depending on Your service provider. Additional Legal Services In this package Our aim is to provide a wide ranging insured legal service. Inevitably there are areas where it is not possible to insure legal costs in particular those which everybody at some time faces, but which are nevertheless often expensive and sometimes unexpected. Examples are: -  Legal costs arising from the sale or purchase of the home and re- mortgaging  Divorce and child custody issues  Wills and probate To help You deal with these and other matters which may arise We are able to give You access to discounted legal services provided by Us in partnership with Our panel solicitors. Our panel solicitors are one of the country’s leading law firms with expertise in all areas where assistance is likely to be required. If You would like to make use of the service please contact the number above for an initial telephone consultation which will be provided at no cost to You . Our panel solicitors will give You a quotation for the likely cost of their representation and it will then be Your decision whether You appoint them to act for You .

ADH 15.04a 47 TERMS OF COVER This insurance is managed and provided by Arc Legal Assistance Limited. It is underwritten by Inter Partner Assistance SA, on whose behalf We act. If a claim is accepted under this insurance, We will appoint Our panel solicitors, or their agents, to handle Your case. You are not covered for any other legal representatives’ fees unless it is necessary to start court proceedings or a Conflict of Intere st arises. Where it is necessary to start court proceedings or a Conflict of Interest arises and You want to use a legal representative of Your own choice, You will be responsible for any Advisers’ Costs in excess of Our Standard Advisers’ Costs . The insurance covers Costs as detailed under the separate sections of cover, less any Excess up to the Maximum Amount Payable where:- a) The Insured Incident takes place in the Insured Period and within the Territorial Limits and b) The Legal Action takes place withi n the Territorial Limits . This insurance does not provide cover where something You do or fail to do prejudices Your position or the position of the Insurer in connection with the Legal Action . DEFINITIONS Additional definitions for this section only are shown below. Where the following words appear in bold they have these special meanings. Adviser Advisers’ Costs Adverse Costs Costs Conflict of Interest Our specialist panel solicitors or their agents appointed by Us to act for You , or, and subject to Our agreement, where it is necessary to start court proceedings or a Conflict of Interest arises, another legal representative nominated by You. Legal fees an d disbursements incurred by the Adviser. Third party legal costs awarded against You which shall be paid on the standard basis of assessment provided that these costs arise after written acceptance of a claim. Standard Advisers’ Costs and Adverse Costs. Situations where We administer and/or arrange legal expenses insurance on behalf of any other party in the dispute which is the subject of a claim under this insurance.

ADH 15.04a 48 Contract of Employment Daily Rate Employee Excess HM Revenue and Customs Full Enquiry Insurer Insured Incident Insured Period Legal Action(s) Maximum Amount Payable Standard Advisers’ Costs Territorial Limits We/Us/Our A contract of service, whether express or implied, and (if it is express) whether oral or in writing. An amount equal to 1/250 th of either of the following: • If You are employed, the average of the amounts shown on Your payslips from Your employer during the last 12 months (excluding bonus payments and overtime); or • If You are self -emplo yed, the monthly average of the income You declared to the Inland Revenue for the previous tax year An individual who has entered into or works under (or, where the employment has ceased, worked under) a Contract of Employment. The amount that You must pay towards the cost of any claim as stated below: - All sections: £50 where You appoint Our panel solicitor, or £500 where You do not appoint Our panel solicitor. The Excess shall be paid to and at the request of the Adviser. An extensive examination by HM Revenue & Customs under Section 9A of the Taxes Management Act 1970 into all aspects of Your PAYE income or gains. Inter Partner Assistance SA who are a wholly owned subsidiary of AXA Assistance SA and part of the worldwide AXA Group. The incident or the first of a series of incidents which may lead to a claim under this insurance. Only one Insured Incident shall be deemed to have arisen from all causes of action, incidents or events that are related by cause or time. One year from the inception or renewal date shown on Your insurance schedule. The pursuit or defence of civil legal cases for damages and/or injunctions, specific performance. The maximum payable in respect of an Insured Incident as shown on Your insurance schedule. The level of Advisers’ Costs that would normally be incurred in using a specialist panel solicitor or their agents. The European Union. Arc Legal Assistance Limited.

ADH 15.04a 49 You/Your/Yourself Any person named in the schedule whose permanent residence is within th e United Kingdom, the Channel Islands or the Isle of Man and all other persons permanently living within the home other than rent paying guests but including Your children attending university or college whose main residence is the home. If You die Your personal representatives will be covered to pursue or defend cases covered by this insurance on Your behalf that arose prior to Your death. COVER Cover 1 – Consumer Pursuit What is insured: Costs to pursue a Legal Action following a breach of a contract You have for buying or renting goods or services for Your private use. The contract must have been made after You first purchased this insurance unless You have held this or equivalent cover with Us or another insurer continuously from or before the date on which the agreement was made. What is not insured: Claims: a) Where the amount in dispute is less than £125 plus VAT b) Where the breach of contract occurred before You purchased this insurance c) In respect of works undertaken or to be undertaken by or under the order of any government, public or local authority d) Arising from the purchase or sale of Your main home e) Relating to a lease tenancy or licence to use property or land f) Relating to a dispute about either the amount an insurance company should pay to settle an insurance claim or the way a claim should be settled g) Relating to a dispute with any financial services supplier arising from the sale or performance of products and services offered or pr ovided to You h) Directly or indirectly arising from planning law

ADH 15.04a 50 Cover 2 – Consumer Defence What is insured: Costs to defend a Legal Action brought against You following a breach of a contract You have for selling Your own personal goods . The contract must have been made after You first purchased this insurance unless You have held this or equivalent cover with Us or another insurer continuously from or before the date on which the agreement was made. What is not insured: Claims: a) Where the amount in dispute is less than £125 plus VAT b) Where the breach of contract occurred before You purchased this insurance c) In respect of works undertaken or to be undertaken by or under the order of any government, public or local authority d) Arising from th e sale or purchase of Your main home e) Relating to a lease tenancy or licence to use property or land Cover 3 – Personal Injury What is insured: Costs to pursue a Legal Action following an accident resulting in Your personal injury or death against the person or organisation directly responsible. What is not insured: Claims: a) Arising from medical or clinical treatment, advice, assistance or care b) For stress, psychological or emotional injury unless it arises from you suffering physical injury c) For illness, personal injury or death caused gradually and not caused by a specific sudden event d) Involving a vehicle owned or driven by You Cover 4 – Clinical Negligence What is insured: Costs to pursue a Legal Action for damages following clinical negligence resulting in Your personal injury or death against the person or organisation directly responsible. What is not insured: Claims for stress, psychological or emotional injury unless it arises from You suffering physical injury.

ADH 15.04a 51 Cover 5 – Employment Disputes What is insured: Standard Advisers’ Costs to pursue a Legal Action brought before an Employment Tribunal (or its equivalent in Scotland, Northern Ireland, the Channel Islands or the Isle of Man) against an employer or ex - employer for breach of Your Contract of Employment as an Employee. What is not insured: Claims: a) Where the breach of contract occurred within the first 90 days after You first purchased this insurance unless You have held equivalent cover with Us or another insurer continuously for a period of at least 90 days leading up to when the breach of contract first occurred b) For Standard Advisers’ Costs of any disciplinary investigatory or grievance procedure connected with Your Contract of Employment or the costs associated with any settlement agreement c) Where the breach of contract is alleged to have commenced or to have continued after termination of Your employment d) For an allegation of less favourable treatment between men and women in terms of pay and conditions of employment Cover 6 – Property Infringement What is insured : Costs to pursue a Legal Action for nuisance or trespass against the person or organisation infringing Your legal rights in relation to Your main home. What is not insured: Claims: a) Where the nuisance or trespass started within the first 180 days after You first purchased this insurance unless You have held equivalent cover with Us or another insurer continuously for a period of at least 180 days leading up to when the nuisance or trespass first started b) In respect of works undertaken or to be undertaken by or under the order of any government or public or local authority c) Directly o r indirectly arising from planning law d) Directly or indirectly arising from: i.) Subsidence meaning downward movement of the ground beneath buildings where the movement is unconnected with the weight of the building ii.) Heave meaning the upward or sideways movement of the site on which buildings are situated caused by swelling of the ground iii.) Land slip meaning downward movement of sloping ground iv.) Mining or quarrying

ADH 15.04a 52 Cover 7 – Property Damage What is insured: Costs to pursue a Legal Action for damages against a person or organisation that causes physical damage to Your main home. The damage must have been caused after You first purchased this insurance. What is not insured: Claims: a) In respect of works undertaken or to be undertaken by or under the order of any government or public or local authority b) Directly or indirectly arising from planning law c) Directly or indirectly arising from: i.) Subsidence meaning downward movement of the ground beneath buildings where the movement is unconnected with the weight of the building ii.) Heave meaning the upward or sideways movement of the site on which buildings are situated caused by swelling of the ground iii.) Land slip meaning downward movement of sloping ground iv.) Mining or quarrying Cover 8 – Property Sale and Purchase What is insured: Costs to pursue or defend a Legal Action arising from a breach of a contract for the sale or purchase of Your main home. What is not insured: Claims: a) Where You have purchased this insurance after the date You completed the sale or purchase of Your main home b) Where the amount in dispute is less than £125 plus VAT c) Directly or indirectly arising from planning law

ADH 15.04a 53 Cover 9 – Data Protection What is insured: Costs to pursue a Legal Action against a person or organisation for breach of the Data Protection Act 1998 which has resulted in You suffering a financial loss. Cover 10 – Jury Service What is insured: We will pay a Daily Rate for the duration You are off work while attending jury service for each whole day of such attendance providing these costs are not recoverable from Your employer or the court. We will pay 50% of the Daily Rate for each additional half day You are off work while attending jury service providing these costs are not recoverable from Your employer or the court. Cover 11 – Tax What is insured: Standard Advisers’ Costs incurred by an Accountant if You are subject to an HM Revenue and Customs Full Enquiry into Your personal Income Tax position. This cover applies only if You have: - a) Maintained proper, complete, truthful and up to date records b) Made all returns at the due time without having to pay any penalty c) Provided all information that the HM Revenue and Customs reasonably requires What is not insured: Claims a) Where: i) Deliberate misstatements or omissions have been made to the authorities ii) Income has been under -declared because of false representations or statements by You iii) You are subject to an allegation of fraud b) For Standard Advisers’ Costs for any amendment after the tax return has initially been submitted to the HM Revenue and Customs c) For enquiries into aspects of Your Tax Return (Aspect Enquiries)

ADH 15.04a 54 General exclusions : 1. There is no cover where: a) You should have known when buying this insurance that the circumstances leading to a claim under this insurance already existed; b) An estimate of Advisers’ Costs of acting for You is more than the amount in dispute; c) Advisers’ Costs or any other costs and expenses incurred which have not been agreed in advance or are above those for whi ch We have given O ur prior written approval; d) The claim is more specifically insured or any amount that Y ou cannot recover from a more specific insurance because the insurer refuses the claim. 2. There is no cover for: a) Claims made by or against Your insurance advis or, the Insurer , the Adviser or Us; b) Any claim Y ou make which is false or fraudulent; c) Defending Legal Action s arising from anything Y ou did deliberately or recklessly; d) Appeals without the prior written consent of us ; e) Costs if Your claim is part of a class action or will be affected by or will affect the outcome of other claims . 3. There is no cover for any claim directly or indirectly arising from: a) A dispute between You and someone You live with or have lived with; b) Any matter connected with Your business profession or trade unless the claim falls within Personal Injury and Employment ; c) An application for a judicial review ; d) Defending or pursuing new areas of law or test cases ; e) Professional negligence in relation to ser vices provided in connection with a matter not covered under this insurance; f) A tax or levy relating to Your owning or living in Your home. 4. Contracts (Rights of Third Parties) Act 1999 A person who is not a party to this contract has no right under the Contracts (Rights of Third Parties) Act 1999 to enforce any term of this contract but this does not affect any right or remedy of a third party which exists or is available other than by virtue of this Act.

ADH 15.04a 55 Conditions : 1. Claims a) You must notify claims as soon as reasonably possible once You become aware of the incident and within no more than 180 days of You becoming aware of the incident. There will be no cover under this policy if, as a result of a delay in reporting the claim, Ou r position has been prejudiced. We m ay investigate the claim and take over and conduct the legal proceedings in Your name. Subject to Your consent which shall not be unreasonably withheld We may reach a settlement of the legal proceedings. i.) You must suppl y at Your own expense all of the information which We reasonably require to decide whether a claim may be accepted. Where it is necessary to start court proceedings or a Conflict of Interest arises, and You wish to nominate a legal representative to act f or You , You may do so. W here You have elected to use a legal representative of Your own choice You will be responsible for any Advisers’ Costs in excess of Our Standard Advisers’ Costs . The Adviser must represent You in accordance with Our standard condit ions of appointment available on request. b) The Adviser will: - i.) Provide a detailed view of Your prospects of success including the prospects of enforcing any judgment obtained. ii.) Keep Us fully advised of all developments and provide such information as We may require. iii.) Keep Us advised of Advisers’ Costs incurred. iv.) Advise Us of any offers to settle and payments in to court. If against Our advice such offers or payments are not accepted cover under this insurance shall be withdrawn unless We agree in Our abso lute discretion to allow the case to proceed. v.) Submit bills for assessment or certification by the appropriate body if requested by Us. vi.) Attempt recovery of costs from third parties. c) In the event of a dispute arising as to Advisers’ Costs We may require You to change Adviser. d) The Insurer shall only be liable for Advisers’ Costs for work expressly authorised by Us in writing and undertaken while there are prospects of success. e) You shall supply all information requested by the Adviser and Us. f) You are responsibl e for all legal costs and expenses including adverse costs if You withdraw from the legal proceedings without Our prior consent. Any legal costs and expenses already paid under this insurance will be reimbursed by You . g) You must instruct the Adviser to pro vide Us with all information that We ask for and report to Us as We direct at their own cost. 2. Prospects of Success At any time We may, but only when supported by independent legal advice, form the view that You do not have a more than 50% chance of winning the case and achieving a positive outcome. If so, We m ay decline support or any further support. Examples of a positive outcome are: a) Being able to recover the amount of money at stake b) Being able to enforce a judgement c) Being able to achieve an outcome which best serves Your interests 3. Other insurances If any claim covered under this policy is also covered by another legal expenses policy, or would have been covered if this policy did not exist, We will only pay Our share of the claim even if the other insurer refuses the claim.

ADH 15.04a 56 4. Disputes Subject to Your right to refer a complaint to the Financial Ombudsman Service (see ‘How to Make a Claim’), any dispute between You and Us may, where we both agree, be referred to an arbitrator who will be either a solicitor or a barrister. If the parties cannot agree on their choice of arbitrator the Law Society may be asked to make a nomination. The arbitration will be binding and carried out under the Arbitration Act. The costs of the arbitration will be at the discretion of the arbitrator. 5. English Law and Language This contract is governed by English Law and the language for contractual terms and communication will be English. CUSTOMER SERVICES INFORMATION HOW TO MAKE A CLAIM As soon as You have a legal problem that You may require assistance with under this insurance You should telephone the Legal Helpline. Specialist lawyers are at hand to help You . If You need a lawyer to act for You and Your problem is covered under this insurance, the helpline will ask You to complete and submit a claim form online by visiting www.arclegal.co.uk/informationcentre. Alternatively they will send a claim form to You . If Your problem is not covered under t his insurance, the helpline may be able to offer You assistance under a private funding arrangement. In general terms, You are required to immediately notify Us of any potential claim or circumstances which may give rise to a claim. If You are in doubt w hether a matter constitutes a notifiable claim or circumstance, contact the Legal Helpline. Data Protection Act Your details and details of Your insurance cover and claims will be held by Us and or the Insurer for underwriting, processing, claims handling and fraud prevention subject to the provisions of the Data Protection Act 1998.

ADH 15.04a 57 MAKING A COMPLAINT We aim to provide the highest standard of service to every customer. If Our service does not meet Your expectations, We want to hear about it so We can try to put things right All complaints We receive are taken seriously. The following will help Us to understand Your concerns and give You a fair response. Making your complaint Please write to: The Managing Director Arc Legal Assistance Limited PO Box 8921 Colchester CO4 5YD Tel: 0844 770 9000 * Email: [email protected] *Calls are recorded and/or monitored. Call costs may vary depending on your service provider . Should You remain dissatisfied following Our final written response, You may refer Your case to the Financial Ombudsman Service at the address given below. The F inancial Ombudsman Service is an independent body that arbitrates on complaints about general insurance products. You have six months from the date of Our final response to refer Your complaint to the Financial Ombudsman Service . This does not affect Your right to take legal action. The Financial Ombudsman Service Exchange Tower Harbour Exchange Square London E14 9SR Tel: 0300 123 9123 or 0800 023 4567 Fax: 020 7964 1001 Email: complaint.info@financial -ombudsman.org.uk Our promise to You We will • Acknowledge all complaints promptly. • Investigate quickly and thoroughly. • Keep You informed of progress. • Do everything possible to resolve Your complaint. • Use the information from complaints to continuously improve Our service.

ADH 15.04a 58 Compensation We are covered by the Financial Services Compensation Scheme. You may be entitled to compensation from the scheme if We or the Insurer cannot meet their obligations. Your entitlement to compensation will depend on the circumstances of the claim. Further information about compensation scheme arrangements is available at http://www.fscs.org.uk/ or by telephoning 0800 678 1100. AUTHORISATION Arc Legal Assistance Ltd is authorised and regulated by the Financial Conduct Authority. Arc Legal’s Firm Reference Number is 305958. This can be checked on the Financial Services Register by visiting the website www.fca.org.uk/register or by contacting the Financial Conduct Authority on 0800 111 6768. Inter Partner Assistance in the UK is a branch of Inter Partner Assistance SA ('IPA'). IPA is authorised by the Belgian National Bank and subject to limited regulation by the Financial Conduct Authority in the UK. Details about the extent of IPA’s regulation by the Financial Conduct Authority are available from IPA on request. IPA is listed on the Financial Services Register under number 202664. This can be checked by visiting the website www.fca.org.uk/register or by contacting the Financial Cond uct Authority on 0800 111 6768. IPA address details are: Inter Partner Assistance The Quadrangle 106-118 Station Road Redhill Surrey RH1 1PR Registered No: FC008998