The pages on this site are only directed at United Kingdom residents, and comply with appropriate UK legislation and regulation.

The information in this section relates to the following insurance products sold on this web site through Norwich Union Direct; car, motorcycle, home, home appliance and travel.

Click on the Legal link on the right to find out more about general legal information, Click on the links on the left for further information about the Norwich Union site and services that may help you.

Details about Data Protection

How to access data we store about you

If you wish to make a subject access request under the Data Protection Act, relating to information held about you by the Aviva Group of companies please write to:-
Customer Relations Manager
Norwich Union Direct
Home Service
Freepost WV1849
Walsall
WS2 7BR

Enclosing a cheque for £10 payable to Norwich Union to cover our administration costs. We may also require proof of identity.

Data Protection Act

In order to assess the terms of the insurance contract or administer claims which arise, both we and the Insurer may need to collect data which the Data Protection Act defines as sensitive (such as medical history or criminal convictions). By proceeding with this application you will signify your consent to such information being processed by us or our agents.

For the purposes of the Data Protection Act 1998 the Data Controllers in relation to any personal data you supply are Norwich Union Insurance Services Limited, Homeserve GB Ltd and Inter Partner Assistance ("the Insurer").

Information you supply may be used for the purposes of insurance administration by Norwich Union Insurance Services Limited, Homeserve GB Ltd, the Insurer, their associated companies and agents and by reinsurers. It may be disclosed to regulatory bodies for the purposes of monitoring and/or enforcing the insurer's compliance with any regulatory rules/codes. Your information may also be used for offering renewal, research and statistical purposes and crime prevention. It may be transferred to any country, including countries outside the European Economic Area for any of these purposes and for systems administration - the data protection laws in these countries may not be as comprehensive as those in the UK. In assessing any claims made, the Insurer or its agents may undertake checks against publicly available information (such as electoral roll, county court judgements, bankruptcy orders or repossessions). Information may also be shared with other insurers either directly or via those acting for the insurer (such as loss adjusters or investigators).

 

Technical information

Use of Cookies

We make limited use of "cookies" to monitor and analyse how parts of our site are used, but we do not use them to store personal information. Further details are set out in our Privacy Policy.

 

If you have a complaint

Complaints Procedure

Our goal is to give excellent service to all of our customers but we recognise that things do go wrong occasionally. We take all complaints we receive seriously and aim to resolve all of our customers' problems promptly. To ensure that we provide the kind of service you expect we welcome your feedback. We will record and analyse your comments to make sure we continually improve the service we offer.

What should You do?

The steps you should take if you are dissatisfied
Step 1
If you have a question or complaint about this insurance, please contact us on 0845 300 3345.
Step 2
If you are not satisfied with the way your question has been handled or you are not happy with the answer and want to complain, please write to:

Customer Relations Manager
Norwich Union Direct
Home Service
Freepost WV1849
Walsall
WS2 7BR

We will contact you within five working days of receiving your complaint to confirm receipt and provide you with contact details. We will try to sort out the problem and give you an answer within four weeks. If it will take us longer than four weeks we will advise you when you can expect an answer.

Step 3
If the Insurer has not resolved your complaint within eight weeks you can contact the Financial Ombudsman Service (FOS). Please note that the FOS will only consider your complaint if you have given us the opportunity to resolve it first.

If, after making a complaint to us, you are still not happy and feel the matter has not been resolved to your satisfaction, please contact

Financial Ombudsman Service
South Quay Plaza
183 Marsh Wall
Docklands
London
E14 9SR

 

About our calls

Call Taping

For our joint protection telephone calls between us may be recorded and/or monitored.

 

Important Policy information

Right of Cancellation

On receipt of your payment your policy will be distributed within 7 to 10 working days. You have a statutory right under Financial Services Authority rules to cancel your policy within 14 days after the later of the date of purchase of the contract or the day on which you receive your policy documentation. However at the start of your Policy (but not at renewal) we will extend this period to 28 days (Home Emergency Cover) or 30 days (Central Heating Cover) in view of the fact there is a restriction at the start of your policy as set out on page 10 of the policy wording. If you wish to Cancel during this time you will be entitled to a full refund of the premium paid. However, for Central Heating Cover, if you have had an annual inspection of your boiler during this time you will be charged for this.

Copy Policy Documentation

A copy of all our policy documentation is available online and also on request by calling 0800 300 3345.

Disclosure of Material Information

Failure to disclose all material information or any subsequent change in the information advised (i.e. information likely to influence the assessment of the risk) could invalidate the insurance. If you are in doubt whether any information is material it should be disclosed.

Fraud Prevention

In order to prevent and detect fraud we may at any time share information about you with other organisations and public bodies.

 

Choice of Law

The law of England and Wales will apply to this contract unless:

• You and the Insurer agree otherwise; or
• At the date of the contract you are a resident of Scotland in which case (in the absence of agreement to the contrary) Scottish law will apply.

 

Corporate Details for Norwich Union

For internet sales arranged by/for telephone and postal sales introduced by Norwich Union Insurance Services Limited Registered in England No. 2180191 Registered Office St Helens 1 Undershaft London EC3P 3DQ, a member of the Aviva Group. Authorised and regulated by the Financial Services Authority.

For internet sales administered by/for telephone and postal sales arranged and administered by: Homeserve GB Ltd Registered in England No. 2770612 Registered Office Cable Drive Walsall WS2 7BN. Authorised and regulated by the Financial Services Authority. Underwritten by Inter Partner Assistance SA Registered No. FC008998 Registered UK Office The Quadrangle 106-118 Station Road Redhill Surrey RH1 1PR Authorised by the Commission Bancaire, Financiere et des Assurances (the Banking, Finance and Insurance Commission) in Belgium and regulated by the Financial Services Authority in the UK.