This is a summary of the policy and does not contain the full terms and conditions of the cover, which can be found in the policy booklet. It is important that you read the policy booklet carefully.

Name of the insurer

The insurer of this policy is Inter Partner Assistance SA, Registered No. FC008998, Registered UK Office, The Quadrangle, 106-118 Station Road, Redhill, Surrey, RH1 1PR.

Type of insurance and cover

The Norwich Union Direct Home Emergency Cover policy covers you against emergency situations in your home including the failure of household services you rely on. This policy is intended to complement standard home insurance policies as these only usually cover residual damage rather than providing assistance in dealing with the emergency itself.

Significant features and benefits

Your policy includes the following features and benefits, which are explained in detail in your policy booklet.

• Emergency cover for
  • The loss of essential services to your home. Essential services being mains drainage to the boundaries of the home, water, electricity and gas within the home and the main source of heating or hot water where no alternative exists
  • Sudden and unexpected roofing problems such as leaks or tiles blown off during a storm or bad weather
  • Blockages in toilet waste pipes
  • Plumbing problems related to leaking pipes, blocked drains, water tanks or leaking radiators
  • Loss of all keys to get into your home (excluding garages and outbuildings)
  • Broken or damaged windows and doors that are a security risk any time from 29 days after the start date of the insurance.
• Emergency helpline available 24 hours a day, 365 days a year
• Attendance by an approved contractor to carry out the necessary repairs – normally the same day
• Up to £500 per incident to cover the cost of call out, repairs, labour and VAT
• Up to £100 per incident for towards overnight accommodation (including travel costs) if your home becomes uninhabitable as a result of the emergency
• No excess to pay
• Repairs are guaranteed for a minimum of 3 months

Significant and unusual exclusions or limitations

Your policy excludes some situations. Please refer to "What you are not insured for" on pages 10 and 11 of your policy booklet for full details but the most significant or unusual exclusions are outlined below. Your policy excludes:

• Any loss or damage arising from circumstances that you were aware of at the time of entering into the contract or any emergency which happens before the cover starts or within 28 days of the start date of the insurance. The 28 day restriction applies only at the start of your policy; it does not apply when you renew your cover
• Any loss or damage caused by a boiler or heating system which has not been properly maintained or which is over 15 years old
• The cost of replacing parts due to natural wear and tear
• Water supply pipes outside the home
• Any damage or failure caused by malicious or wilful action, negligence, misuse, interference or faulty workmanship, including any attempted repair which does not meet industry standards.

Duration of policy

The policy will remain in force for 12 months from the date of commencement.

Cancellation rights

You have the right to cancel your policy during a period of 28 days after the later of the day of purchase of the contract or the day on which you receive your policy documentation. A full explanation of the conditions for cancelling cover can be found in your policy booklet.

How to claim

Telephone 0845 300 3346, 24 hours a day, 365 days a year. Please have your policy number to hand when you call.

Complaints

We hope that you will be very happy with the service we provide. However, if for any reason you are unhappy with this, we would like to hear from you.

In the first instance, please write to the Customer Relations Manager, Norwich Union Direct, Home Service, Freepost WV1849, Walsall WS2 7BR or telephone 0845 300 3345.

The Insurer is covered by the Financial Ombudsman Service. If you have complained and we have been unable to resolve your complaint, you may then be entitled to refer it to this independent body.

Financial Services Compensation Scheme

The Insurer is covered by the Financial Services Compensation Scheme (FSCS). If they are unable to meet their obligations you may be entitled to compensation from the scheme, depending on the type of insurance and circumstances of any claim.