What You Can and Cannot Claim For

Know what's covered; know what's not

When we conducted our 'Your Policy Uncovered' research in 2007*, we made some startling findings about insurance policies in general:

• 33% of people never read their policy.
• 25% of people don't know what their insurance actually covers them for.
• 38% don't know when their policies expire.

* Source: Norwich Union household, motor and travel insurance data 2006 plus independent survey by ICM Research of 1,005 UK adults in January 2007.

OK, it's true that an insurance policy is few people's idea of a great read - in fact, we found that the 38% that read their policy didn't understand everything in it. However, it is an important document and it pays to know what you're covered for: our advice is if in doubt, call your insurance company to check.

No two buildings and contents insurance policies are exactly the same but they will typically exclude the following types of claim:

EXCLUDED - Subsidence, heave or landslip

• If caused by coastal or riverbank erosion.
• Unless your home, garages or outbuildings are damaged.
• Caused to flooring unless load-bearing walls are also damaged.

EXCLUDED - Accidental damage

• If caused by wear and tear or other gradually operating causes - including mildew, rot and corrosion.
• If caused by vermin, insects and/or pets.
• Portable IT equipment (such as laptops) is generally not covered against accidental damage unless additional cover is requested.

EXCLUDED - Vehicles and craft

• Damage to road and other motorised vehicles you may own, except gardening equipment and children's toys.
• Damage to aircraft and boats - except models and toys.
  • Any subsequent liability relating to these.

Your home is unoccupied

If you leave your home unoccupied for more than 30 or 60 days, your cover could exclude any malicious damage, theft, leaking oil or water, glass breakage and other accidental damage. Check your policy before leaving your property unoccupied for long periods and speak to your insurance company if you are planning a long absence from home.

Pedal bikes

If you leave any bikes unattended and they are stolen, any theft claim is likely to be rejected unless the bikes have been securely locked to an immovable structure or placed in a locked building which only you have access to.

Theft from unattended vehicles

Typically, you or the vehicle's owner will be covered for the value of loss or damage caused to personal belongings in or on your car by fire, theft or accident. An amount may be deducted for wear and tear of belongings on settlement. Please check with both your car and home insurance providers for cover details.

• Don't forget: insurers don't usually pay for loss or damage to money, stamps, tickets or securities (like share and premium bond certificates) - or goods or samples you may be carrying in connection with any trade or business. So keep them safe!

Business Use

If you use part of your home for business, make sure you let your home insurance company know - so you know where you stand.

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24 hour claims helpline

Simply call 0800 222 500* to make a claim under any section of your Norwich Union Direct Home insurance policy except Home Emergency Cover and Legal Services. Our incident managers offer help and advice 24 hours a day, 365 days a year.

For Claims under Home Emergency Cover telephone 0845 300 3346*.

Legal Services - simply call 0870 5234 580* if you would like free legal advice or to make a legal claim.

* Calls may be recorded and/or monitored

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