## Welcome to the Hometree Family Thank you for choosing Hometree to be your home emergency cover provider. We believe that customers should get better, more affordable home cover plans with no unfair price hikes and the best customer service possible. As part of this, we have designed our terms and conditions to be as easy to read and as transparent as possible. This is the legal part of your agreement with us and the insurer, but we have tried to remove any confusing jargon and language from it so that it is easy to understand. We want you to know exactly what you are paying for so please do spend a bit of time reading this as it will help you understand exactly what is included in the policy. We have created our products by listening to customers and understanding their needs. This is an ongoing process and therefore we value hearing from as many of you as possible so we can shape our future products. If there is anything you don’t understand or have any other thoughts, please do reach out as we love hearing from our customers! All insurance documents and all communication with you about this policy will be in English. --- Based on the questions we asked, you have decided this plan best suits your needs. You have selected a call out fee/excess which best meets your budget. Our product range has been designed to meet the needs of residential homeowners who want to obtain protection in the event that their heat pump, central heating system, plumbing, drains, or their electrical system breaks down or they have a problem with their home’s locks or suffer a pest infestation and require a professional engineer to fix the problem. ## What’s included in our plans The table on this page shows which areas of cover are included within each of our Plans. Please use the Plan names at the top of the table to find out what’s included in your cover. You can find full details of each area of cover within this document. Our goal is to provide fast and expert assistance. We will arrange for one of our approved contractors from our list of authorised tradespeople across the country to come and take necessary actions to stabilise the situation and address the emergency. | | Your Heat Pump | Your Heat Pump Plus | Plumbing & Drains Only | Electrics Only | | --- | --- | --- | --- | --- | | Annual Service | √ | √ | | | | Heat Pump | √ | √ | | | | Thermostat & Controls | √ | √ | | | | Wider Central Heating | | √ | | | | Plumbing | | √ | √ | | | Drains | | √ | √ | | | Home Electrics | | √ | | √ | | Taps | | √ | √ | | | Home Security | | √ | | | | Pest Control | | √ | | | --- ## Contents ## Definitions A list of important definitions we use in these terms and conditions. ## What is included in your policy Your inclusions will depend on the plan you have. Please refer to the table at the start of this document to see which inclusions apply to you. ## What we are not able to cover This section lists our ‘general exclusions’. They are important to understand because we cannot cover certain things. ## Safety and Security This section explains the procedures we take to look after the safety and security of our customers and engineers. ## Legal Information Details around our underwriter, our fraud policies, the FSCS compensation scheme, how we use personal data, applicable law and other legal information. --- ## 1 Definitions A list of important definitions we use in these terms and conditions. | Agreement | All the documents that give you information about your policy. This includes the welcome letter, and these terms and conditions. | | --- | --- | | Beyond Economic Repair(BER) | When according to the expert judgement of our claims team the cost of repair is more than the value of the heat pump. | | Claims team | The Hometree team responsible for organising claims. | | Callout fee | This is your policy excess, it's the amount you will be required to pay towards each claim you make under this policy. | | Home | A building designed for residential use that you own and either live in or rent out for someone else to live in, including any attached garage or conservatory. | | Insurer | Novus Underwriting Limited on behalf Collinson Insurance. | | Residential use | A building where fewer than half of the rooms are used for any type of commercial purposes. | | Start date | The day your contract comes into effect. This date is confirmed in your welcome letter. | | System | A particular area of the home that we have agreed to protect, depending on the cover level selected. These are the heat pump and controls, central heating, plumbing and drains and home electrics. | | We/Us/Our | Hometree Services Limited is the plan administrator and provider of the Annual Service Visit. | | Welcome letter | The email or letter which forms part of the policy containing your name, home address, level of cover provided, any addons and any callout that may apply. | | You/Your | The person listed as the policy holder. | --- ## 2 WHAT IS INCLUDED IN YOUR POLICY Here, we outline the key items that are covered in your policy as well as important payment information. --- # OUR POLICIES Once you have purchased your insurance policy, We will send you a welcome letter confirming when your policy starts. You can see which type of contract you have on your welcome letter. You must be the owner of the home. You will not be able to request a repair in the first 14 days of your start date. ## Prices and price change All of our policies are annual contracts but you can pay for policy by either monthly or annual Direct Debit. Your policy is made up of 2 plans: **•** Insurance plan – claims for repairs to parts that are shown in the ‘What is covered’ section **•** Other non-insurance plan - such as the annual service (if this is included) Your agreement shows the total amount you will pay and the length of your contract. This includes the gross premium of your insurance policy as well as the amount you pay for any non-insured services including all applicable taxes. Our price will not change over a 12-month period unless you change your agreement or the Government changes the relevant tax rate. ## Renewals All of our contracts are up for renewal every 12 months. We will write to you at least 30 days before your insurance policy is due for renewal and inform you if there are any price changes. We will keep renewing your insurance policy automatically, until you ask us to stop. --- ## What is covered We will send an engineer to repair any breakdowns related to the below and pay for the callout, parts and all labour involved. ## Air Source Heat Pump Repairs to a single air source heat pump comprising of: **•** Outdoor unit containing the evaporator, compressor and fan **•** Indoor unit containing the condenser and pump which distribute heat into your home. If your heat pump is under seven years old and we declare that it is Beyond Economic Repair, we will provide and fit a replacement heat pump of a similar make and model. ## Controls Repairs to the controls that make the heat pump work, including the programmer, any thermostats, motorised zone valves and central heating pump. We will arrange replacement controls if our engineer advises that we are unable to repair. ## What is not covered ## Other types of Heat Pumps You are not covered for repairs to the following: **•** Ground source heat pumps. **•** Water source heat pumps. ## Sludge We won’t be able to repair damage caused by limescale, sludge or other debris if our heating engineer has advised you that you need to carry out repairs or a powerflush. --- ## What is covered ## What is not covered ## Wider Central Heating Repairs to: **•** Expansion tank, radiators, towel rail radiators (both straight and curved), bypass and radiator valves. **•** Hot water cylinders and/or thermal stores and any immersion heater and its wired in timer switch. **•** The pipes that connect the central heating system, for example, the pipes that connect to your radiators or cylinders. ## Sludge ## Plumbing Repairs to the plumbing system on your home including: **•** Your hot and cold-water pipes between your internal stopcock up to but not including garden taps or the flexible pipes to your kitchen appliances. **•** Cold water tanks, toilet siphons, isolation, ball, and radiator valves. **•** Your water supply pipe from the boundary of your property to your home. We will arrange a replacement of the parts if our engineers advise that we are unable to repair. --- ## What is covered ## Drains Repairing and unblocking drains to restore flow, including toilets. ## What is not covered ## Collapsed Drains Repairing or replacing drains that have collapsed or where any excavation is required. **•** that have collapsed or, **•** where any excavation or removal of tree roots are required for outdoor heating. ## Home Electrics Repairs to the mains electrical system and wiring on your home including: **•** The fuse box, light fittings, switches, sockets, isolation switches and your immersion heater timer switch. **•** Extractor fans up to 15cm in diameter. **•** Doorbells and smoke alarms that are connected to the main wiring. **•** Outside lighting as long as it’s fixed to your home or outbuildings and fitted less than three metres above ground. ## Non-wiring electrics Repairing or replacing: **•** Lightbulbs and light fittings. **•** Satellite systems, DVD players, etc. ## Outbuildings or outside electrics and lighting Repairing or replacing: **•** Electrics in your outbuildings if the supply is connected to a separate electricity meter than the one in your home. **•** The electricity supply cable up to the fuse box or mains isolation switch (if you have one fitted). **•** Power cables between your home and any detached outbuildings. **•** Rubber or lead covered cables. **•** Outside lighting not fixed to your home or outbuildings. **•** Complete or substantial system rewire of your home. See section 3. What we are not able to cover for the full list of general exclusions. --- ## What is covered ## Taps Repairs to taps inside your property which are dripping or seized including replacement of nonceramic tap washers. If your tap(s) cannot be replaced, we may be able to replace them providing they are easily accessible, but you would be required to source and supply the taps. ## What is not covered ## Taps Outside taps, designer taps and boiling water taps. ## Home Security **•** Boarding up broken external doors or windows if your property is not secure. **•** Repairing or replacing broken locks on external doors and windows if your property is not secure or if the key has snapped off in the lock. **•** Gaining access to your property if you are locked out due to lost, stolen or broken keys. ## Home Security **•** Gaining access if another set of keys exist. **•** Electronic units that power garage doors. ## Pest Control **•** Internal doors, windows and associated locks. **•** Windows and locks in outbuildings that are not connected to your home. **•** Treatment for brown or black rats and field mice inside your home. **•** Treatment for wasps and hornets’ nests inside your home, garden, outbuildings or garage. ## Pest Control **•** Pest infestations where reasonable hygiene measures have not been taken. **•** Any damage caused by pests. **•** Removal of wasps or hornets’ nests after they have been treated. **•** Treatment for any pests not listed under the inclusions. See section 3. What we are not able to cover for the full list of general exclusions. --- ## 3 WHAT WE ARE NOT ABLE TO COVER This section lists our ‘general exclusions’. They are important to understand because we cannot cover certain things. --- # GENERAL EXCLUSIONS Here are the things we do not cover as general exclusions to all our policies. ## What is not covered ## Any claim in the first 14 days after you buy the policy ## Pre-existing faults Any problems that our engineers judge to have happened before the start of your insurance policy. ## Showers Repairing your showers their parts, and pumps. ## Bathroom and water related items: Repairs or replacing: **•** Sanitary ware – which is ceramic such as sinks, lavatories or toilet bowls. **•** Seals and grouting, which generally fill gaps between tiles. **•** Spa baths, water softeners, water filters, water meters and waste disposal units. **•** Water Pumps that are designed to boost your mains water pressure. **•** Sanitary macerators. **•** Water pipes between your home and any detached outbuildings on your property and any water supply pipe that does not supply water to your home. ## Garden items Repairing or replacing: **•** Fountains, ponds or water features, garden irrigation systems. **•** Rainwater pipes, guttering and frozen pipes that need defrosting where there is no other damage. **•** Plumbing in your outbuildings if the supply is provided by a separate mains connection than to your home. **•** Manholes and their covers, soakaways, septic tanks, cesspits, drainage pumps, treatment plants and macerators and their outflow pipes. Cleaning and descaling your drains and shared drains. --- # GENERAL EXCLUSIONS (cont.) ## Outbuildings or outside electrics and lighting Repairs or replacing: **•** Electrics in your outbuildings if the supply is connected to a separate electricity meter than the one in your home. ## Swimming Pools and the one in your home. **•** The electricity supply cable up to the fuse box or mains isolation switch (if you have one fitted). **•** Power cables between your home and any detached outbuildings. **•** Rubber or lead covered cables. **•** Outside lighting not fixed to your home or outbuildings. **•** Complete or substantial system rewire of your home. ## Electrical Appliances Electrical appliances including washing machines, dishwashers, cooker extractor hoods, burglar alarms and camera systems. ## Electric Heating Repairing or replacing: **•** Solar panels and solar inverter. **•** Storage and panel heaters, underfloor heating. ## Wi-fi or hub issues Wifi issues or internet connections that are necessary to make your controls and heating system function correctly. ## Swimming Pools and Underfloor/ Outdoor Heating **•** Swimming pools. You are not covered for repairs to the following: **•** Underfloor heating. **•** Solar Panels. **•** Any part of your heat pump and controls which directly supplies a swimming pool. **•** Or any systems or controls designed for outdoor heating. ## Sanctions We shall not provide cover or be liable to pay any claim or other sums, including return premiums, where this would expose us to any sanction, prohibition or restriction under United Nations resolutions, asset freezing or trade or economic sanctions, laws or regulations of the European Union, United Kingdom, and/or all other jurisdictions where we transact business. --- It is important to read and understand this section to understand because there are some things that we and the insurer have decided not to cover. These conditions exist to make sure we provide you with the best service we can, using our expertise. We have spent a lot of time working with the insurer and our customers and engineers to decide what we choose not to cover in an effort to keep our prices low and our customer service high. ## Beyond Economic Repair This section is applicable for plans which include cover for the heat pump and controls. Heat pumps have a limited life. Depending on the make or model of the heat pump this can be between 7-20 years. This means that the value of a heat pump falls over time. Sometimes when the cost of the repair for the heat pump is likely to be more than the current value of your heat pump, we will not be able to carry out the repair and instead declare the heat pump beyond economical repair. ## Intentional Damage or Negligence If the heat pump is under 7 years old and we deem it Beyond Economic Repair, we will be able to fit a replacement and cover the entire cost. If it is over 7 years old we will not cover the cost of a new one but we can offer you a 15% discount towards a new one. You can choose to get a new heat pump installed by someone else, but we will not be able to contribute anything towards this. ## When spare parts are no longer available We will provide replacements with similar functionality to the replaced parts, but these might not have the exact same features. If you decide to give us a replacement part that you have purchased yourself, our engineer will install it as long as the replacement part is on our approved list. We will try to get parts from the original manufacturer or our suppliers but if a part cannot be sourced, we might need to cancel your contract. If you have an older heat pump there is a chance that we may not be able to get hold of all the parts we need to fix your heat pump or central heating. If we’ve agreed to cover a heat pump or appliance, we’ll do what we can, within reason, to repair it but might not always be able to locate the required part. If you can find a manufacturer approved part, we will be happy to fit it and reimburse you if you give us a receipt. ## Damage caused by others We are unlikely to agree to repair any faults or design faults that are caused by interference by anyone apart from us, including 3rd party engineers or utility suppliers. This includes if the damage is caused by a power cut. Our engineer will use their expert judgement to decide how the damage happened and whether anyone other than us carries out any work on your heat pump, appliance or system and damaged it. ## Intentional Damage or Negligence We will not repair or replace any parts that have been deliberately damaged, misused or neglected. Our engineer will use their expert judgement to decide how the damage happened. ## Curved or designer radiators Your insurance policy will not replace curved or designer radiators. By designer radiator we mean a radiator **•** Of particular artistic design **•** Of intricate shape; or **•** Made from materials such as glass, marble, stone, wood, cast iron or similar non-standard material --- ## Any damage that’s covered by home insurance Your insurance policy does not include repairing or replacing any damage caused by extreme weather, flooding, escape of water, structural issues, fire or explosions – or any other kind of damage that’s normally covered by household insurance. ## Making any improvements This policy is designed for repairs to your systems and therefore your insurance policy does not include any improvements or upgrades such as: **•** Replacing working radiators **•** Swapping standard radiator valves for thermostatic ones **•** Cosmetic improvements Where Hometree informed you that an improvement is necessary, the engineer may not continue to make repairs on that part of your heat pump, appliance or system until the work has been carried out. ## Steel or iron pipes Your insurance policy does not cover the repair or replacement of steel or iron pipes. The only exception to this is your water supply pipe. ## Energy/central heating management systems Your insurance policy will not repair or replace energy or central heating management systems. ## External water supply stopcock (also known as stop tap or stop valve) If the engineer is unable to turn off the external water supply stopcock to your home to complete your repair, it will be your responsibility to arrange for this to be turned off. ## Any other loss or damage (consequential damage) Your insurance policy is not responsible for any loss of, or damage caused as a result of, your heat pump, appliance or system breaking, leaking or failing unless you can show that we caused the damage. ## Powerflush Over time, central heating systems build up sludge that can block or narrow your pipes and radiators. The Hometree Power Flush is our way of removing that sludge from your system. We will tell you if your system needs a power flush to work properly. Please note that this will cost extra as this is not included in your insurance policy. If someone else carries out a powerflush for you, we will need to see the receipt before we are able to carry out any more repairs or replacement work for damage caused by sludge. ## Getting access and reinstatement Our engineer will try to establish the source of a leak but if this is not readily possible your policy does not include establishing the source of a leak and you will need to arrange for this to be done before we can carry out a repair. Our engineer will let you know if they need to remove cupboards or make holes in original surfaces in order to make a repair. This policy will cover up to £1,000 including VAT to gain access to carry out repair. This may involve removing and then re-fixing a cupboard. We will fill in any excavation and leave the surface level where we have made access to an external drain or external water supply pipe, however we are not responsible for reinstating floor coverings, fixtures or fittings to their original standards. --- ## 4 HOW TO Here we explain how and when we will organise your service visit, how you can make a claim, make a change, cancel your policy or make a complaint. --- ## How we organise your annual service visit For products that include an annual service which is a check-up of your heat pump, central heating, and ventilation each year to make sure it is working safely in line with the relevant laws and regulations. ## Arranging the annual service visit We will try to contact you or your authorised contact to book your annual service. We try to do these in summer months so that we can prioritise breakdowns in the winter. If you need your service outside of these months you can contact us, and we will try our best to fit you in. We will make three attempts to contact you about your annual service. After the third failed attempt to contact you or your authorised contact, it is up to you to rearrange your annual service and you will not be refunded for the cost if you miss the annual service. We will try to complete your annual service on the anniversary of your last service. However sometimes your annual service may be more than 12 months after your last service visit. In periods of local or national high demand for our services (usually due to cold weather), Hometree will prioritise breakdowns and therefore Hometree may need to rearrange these. ## What’s involved in an annual service Your annual service may include performing electrical safety checks and testing the systems performance. If it is necessary to take your heat pump apart to adjust or clean it, we will do so. When we complete the annual service, our engineer will give you, or we will send you, a checklist that shows you exactly what we looked at as part of the annual service. If we find a problem or fault that needs to be fixed, we tell you about it. ## Welcome Service Depending on your circumstances, we may need to do a welcome service. This is a check to see if your system can be covered and that there are no pre-existing faults. We will usually do this within 28 days of your policy start date. If we find your existing heat pump and controls is not on the approved list or it has an existing fault, we will either: **•** Offer you a different insurance policy **•** Cancel your insurance policy **•** Tell you what needs to be done to fix it – and give you a quote for the cost of the repair. Once Hometree or someone else has fixed it then Hometree can then cover you If your system passes the welcome service, our engineer will do an annual service immediately afterwards. --- ## How to claim ## Arranging a claim We aim to handle all claims as quickly and as efficiently as possible and strive to keep you updated along the entire process. To arrange a repair, please use our online booking tool here. ## Paying callout fees Some policies include a callout fee or an excess. You will find the callout fee you have selected on your welcome letter. When the claims team book your repair, they will ask to pre-authorise a debit or credit card for any callout fee to the repair. You will need to pay this before every new claim you make but we will not make you pay it if the engineer needs to reattend for the same claim (within a month). ## Arranging a time to visit or make repairs We will try and arrange a repair or visit at a time that is convenient to you, unless something beyond our control makes that impossible – in which case the claims team will let you know as soon as possible and arrange another time when our engineer can visit. ## Cash payments We will not offer you cash instead of carrying out a welcome service, an annual service, repairs, or replacements. ## If you miss any payments Before we book your annual service or claim, Hometree will require you to pay for any unpaid/overdue premium payments and our engineer may not visit the home before these are paid. ## Freeholder Permission Where it is a requirement of your lease that you obtain the Freeholders permission for certain works you warrant and indemnify Hometree where you agree to such works as we need to undertake to get your heating or appliances working again. --- # How to make a change to your contract ## Moving home Please tell us if you move to a new house as soon as possible, as your insurance policy is based on your current home. Depending on the circumstances, you may need to take out a new insurance policy and cancel your existing insurance policy. We may need to arrange a welcome service and we may need to charge you for this. ## Changes to your home or heat pump You need to let us know if there are any changes to your contact details including telephone number, address, or email. If you change your heat pump during the contract period, you will need to inform us so we can confirm if your new heat pump is on the approved list. Your policy will continue as normal until you tell us. If your new heat pump or appliance cannot be covered, we might need to cancel or change your insurance policy. It is your responsibility to check that you still need the same level of care. (This may not be the case if your new heat pump has a manufacturer’s warranty). ## Upgrades / Downgrades If you wish to upgrade your policy to a different level of cover or change your callout fee, you can do this at any point. Depending on the circumstances, we may need you to sign up to a new insurance policy and cancel your existing policy. You will not be able to downgrade midway through your contract for free as this counts as a cancellation. --- ## How to cancel your contract ## How to cancel All our contracts are annual contracts, so you are not able to cancel for free once you pass through your cooling off period. If you wish to cancel you can email us on support@hometree.co.uk or call 0333 912 4843. ## Cancelling in your cooling off period (within 14 days) You can cancel your policy within 14 days of the start date or, if later, within 14 days of the date you receive this Policy Document. We will refund any premium you have paid as long as you have not had a service. If we have carried out any work for you before the cooling off period ends and then you cancel your contract, you will have to pay cancellation charges to cover the cost of work done as follows: Annual Service or Welcome Service - £220 Repair - £180 ## If you want to cancel after 14 days If you have not had a repair or a service visit from us, you are free to cancel without any fee as long as you give us one month's notice. We will not offer any refunds for any previous months you have paid for. We will return any unused premiums if you paid annually. If you had a repair or service visit, we will cancel your agreement from the date you tell us but you will have to pay cancellation charges to cover the cost of work done as follows: ## Annual Service or Welcome Service - £220 ## When we have to cancel Repair - the remaining balance outstanding under the agreement. For example, if you have 5 months left of your contract you will need to pay an amount equivalent to 5 outstanding payments. We can cancel your contract or cover straight away if: **•** You give us false information **•** Your heat pump is not on our approved list **•** We find an existing fault during your welcome service **•** We cannot find the parts we need to repair your heat pump, appliance or system, despite our best attempts **•** You put our people’s health and safety at risk, for example, through physical or verbal abuse **•** Your home is unfit or unsafe to work in **•** You do not let us in to your home to work, despite several attempts **•** We tell you to make permanent repairs or improvements, but you do not **•** You do not make your payments We will try writing to you to collect the money you are due to pay. If we do not hear from you and you don’t pay, we’ll cancel your contract no less than 30 days after the date we first found out your payment had failed. --- ## How to make a complaint Our mission is to provide customers with the highest level of service. If we have fallen short of your expectations, we will make every effort to resolve the issue quickly for you. To give you even more protection in case something goes wrong, there are various levels of escalation that you can turn to. ## Step 1: Contact Hometree (for all types of complaints) Please get in touch with us as soon as possible if there is anything wrong with any part of your policy. **•** Call us on 0330 912 4843 **•** Email us at support@hometree.co.uk We take any complaint seriously and we will do our best to fix any issue as soon as possible. If we need time to investigate, we will let you know and keep you updated. ## Step 2: Appeal to Financial Ombudsman If you are not satisfied with the outcome or you haven’t received a final answer within eight weeks, then you can contact the Financial Ombudsman Service. **•** Post: Exchange Tower, London E14 9SR **•** Phone: 0300 123 9123 or 0800 023 4567 **•** Email: complaint.info@financial-ombudsman.org.uk Following the complaints procedure does not affect your rights to take legal action. --- # 5 SAFETY AND SECURITY This section explains the procedures we take to look after the safety and security of our customers and engineers. --- Our products are unique to insurance as they involve sending engineers into people’s homes to fix issues with complicated systems such as heat pump. Therefore, we place extra importance on the safety of our customers and engineers. We have several processes in place to make sure of this. ## Our engineers The claims team will send an approved engineer to carry out the work for your heating and appliances or carefully vetted plumber or electrician, locksmith or pest control expert. ## Getting into your home To keep our customers safe, our engineer will only work on your home if there is someone 18 years or older there the whole time. They must be able to give instructions to our engineer on your behalf. It is your responsibility to arrange for the engineer to access your home. If the engineer is unable to access your home, you will need to rearrange the appointment. If you do not arrange a new appointment, your insurance policy will continue. After three failed attempts to get into your home, we may cancel your insurance policy. ## Safety risks in your home Our engineer will not start or continue doing any work in your home if they believe there’s a health and safety hazard. Our engineer will only return to finish the work if that risk is gone. Asbestos needs to be removed before the engineer can repair your heat pump or central heating. You will also need to arrange and pay for someone else to remove the asbestos and give the claims team a Certificate of Reoccupation, which proves that all asbestos has been removed in line with legislation and it is safe to return to the home. Only after this can our engineer start working again. ## If your system is unsafe or against regulations From time to time, we may inform you that your system needs repairs or improvements, to keep it working safely, but are not covered by your insurance policy (for example, if your system is blocked with sludge and needs a powerflush). If you decide not to follow this advice, you may not be covered for any further repairs to your heat pump or system under this insurance policy, and your insurance policy will keep running until you or we change or cancel it. When this happens, you will still be liable for the agreed payments under the insurance policy until the end date or it is cancelled. --- ## 6 LEGAL INFORMATION Details around our underwriter, our fraud policies, the FSCS compensation scheme, how we use personal data, applicable law and other legal information. --- ## Underwriters and Hometree This insurance was arranged by Hometree Services Limited who is also the policy administrator and is underwritten by Novus Underwriting Limited on behalf of Collinson Insurance. Hometree are an Appointed Representative of Xact Risk Solutions Ltd who are regulated by the Financial Conduct Authority, Firm Reference No. 590914. Collinson Insurance (a trading name of Astrenska Insurance Limited) is authorised by the Prudential Regulation Authority and regulated by the Financial Conduct Authority and the Prudential Regulation Authority in the United Kingdom, under Firm Reference Number 202846. Registered in England number 01708613. ## Your Responsibility Novus Underwriting Limited, which is an Appointed Representative of Consilium Insurance Brokers Limited, authorised and regulated by the Financial Conduct Authority (Ref: 306080). Novus Underwriting Limited is registered in England (No. 10844265). Registered address The Monument Building, 11 Monument Street, London, EC3R 8AF, United Kingdom. As Hometree Services Limited acts as agent for the insurer, monies paid to (or held by) Hometree Services Limited in relation to the insurance contract are treated as having been paid to (or held by) the insurer. ## Fraud We take a robust approach to prevent fraud so that we can keep premium rates down and so that you do not have to pay for other people’s dishonesty. If any claim made by you or anyone acting on your behalf under this insurance is fraudulent, deliberately exaggerated or intended to mislead, we may: **•** Not pay your claim; and **•** End your insurance from the time of the fraudulent act; and **•** Recover (from you) any payments we have already made in respect of that claim; and **•** Inform the police of the fraudulent act. If your insurance ends from the time of the fraudulent act, we will not pay any claim for any incident which happens after that time and may not return any of the insurance premium(s) already paid. ## Law and Jurisdiction This policy shall be governed by the laws of England and Wales and subject to the non-exclusive jurisdiction of the courts of England. ## Your Responsibility You are required by the provisions of the Consumer Insurance (Disclosure and Representations) Act 2012 to take care to: a. Supply accurate and complete answers to all the questions we or the selling broker may ask as part of your application for cover under the policy. b. To make sure that all information supplied as part of your application for cover is true and correct. c. Tell us of any changes to the answers you have given as soon as possible. Failure to provide answers in-line with the requirement of the Act may mean that your policy is invalid and you will not be able to make a claim. --- ## Financial Services Compensation Scheme The Financial Services Compensation Scheme covers this policy. You may be entitled to compensation from this scheme if we cannot meet our liabilities under this policy. Further information about compensation scheme arrangements is available at www.fscs.org.uk or by telephoning 0207 741 4100. ## Personal Information Both we and the Insurer will need to use your personal information to provide you the services in this agreement. For more information about how we use your personal information please see our privacy policy here: https://www.hometree.co.uk/privacy-policy/ ## Collinson Insurance Privacy Notice ## How We Use the Information About You As a data controller, we collect and process information about you so that we can provide you with the products and services you have requested. We also receive personal information from your agent on a regular basis while your policy is still live. This will include your name, address, risk details and other information which is necessary for us to: • Meet our contractual obligations to you. • Issue you this insurance policy. • Deal with any claims or requests for assistance that you may have. • Service your policy (including claims and policy administration, payments, and other transactions). • Detect, investigate, and prevent activities which may be illegal or could result in your policy being cancelled or treated as if it never existed. • Protect our legitimate interests. Some of the personal information that you provide may be sensitive information. This includes details about your health or medical records. Where we need your consent to collect and process your sensitive information, this will be obtained from you at the relevant time. Please note that, in these cases, we may not be able to sell you an insurance policy or deal with a claim if you do not agree to us processing relevant sensitive information. To administer your policy and deal with any claims, your information may be shared with trusted third parties. This will include members of The Collinson Group, third party administrators, contractors, investigators, crime prevention organisations and claims management organisations where they provide administration and management support on our behalf. Some of these companies are based outside of the European Union where different data privacy laws apply. Wherever possible, we will have strict contractual terms in place to make sure that your information remains safe and secure. We will not share your information with anyone else unless you agree to this, or we are required to do this by our regulators (e.g., the Financial Conduct Authority) or other authorities. The personal information we have collected from you will be shared with fraud prevention agencies and databases who will use it to prevent fraud and money-laundering and to verify your identity. If fraud is detected, you could be refused certain services, finance, or employment. Further details of how your information will be used by us and these fraud prevention agencies and databases, and your data protection rights, can be found by visiting https://cifas.org.uk/fpn and https://insurancefraudbureau.org/privacy-policy. ## Processing your data Your data will generally be processed on the basis that it is: • Necessary for the performance of the contract that you have with us. • Is in the public or your vital interest: or • For our legitimate business interests. If we are not able to rely on the above, we will ask for your consent to process your data. --- ## How we store and protect your information All personal information collected by us is stored on secure servers which are either in the United Kingdom or European Union. We will need to keep and process your personal information during the period of insurance and after this time so that we can meet our regulatory obligations or to deal with any reasonable requests from our regulators and other authorities. We also have security measures in place in our offices to protect the information that you have given us. ## How you can access your information and correct anything which is wrong. You have the right to request a copy of the information that we hold about you. If you would like a copy of some or all of your personal information, please contact us by email or letter as shown below: Email address: data.protection@collinsongroup.com Postal Address: 3 More London Riverside, London, SE1 2AQ This will normally be provided free of charge, but in some circumstances, we may either make a reasonable charge for this service or refuse to give you this information if your request is clearly unjustified or excessive. We want to make sure that your personal information is accurate and up to date. You may ask us to correct or remove information you think is inaccurate. ## Recovering losses caused by third parties If you wish to make a complaint about the use of your personal information, please contact our Complaints manager using the details above. You can also complain directly to the Information Commissioner’s Office (ICO). Further information can be found at https://ico.org.uk. If you request a repair, replacement or service under your insurance policy you will give us all the help necessary to recover any losses owed to us from third parties, following any repair or replacement that we carry out. We may ask you to give us help to recover losses before or after we carry out any repair or replacement. If your heat pump, appliance or system is covered by a third-party warranty, it is your responsibility to make sure that any work we do doesn’t affect that warranty. We will not be liable if any work we conduct on your heat pump or system does not comply with the manufacturer’s warranty. ## Under warranty from a third party ## Who can benefit from this contract? Nobody other than you can benefit from your insurance policy. However, you can add authorised people onto your account from whom we will take instructions. ## Our guarantee for our work If we have supplied any faulty parts, we will repair or replace any parts we have supplied. We will also fix any faulty work that we have carried out within 12 months from the date that we carried out the work. This does not affect your statutory rights under the Consumer Rights Act 2015, if applicable, and any laws that replace it.