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Glazing, Locks, Roof and Pest Cover terms and conditionsIn your world everything should be clear

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Contents1. Introduction to your Glazing, Locks, Roof and Pest Cover

terms and conditions 3

2. Changes to these terms and conditions 4

3. What we look after summary 6

4. The Insurer 6

5. Definitions used in these terms and conditions 7

6. Benefits of cover 8

6.1 Glazing 8

6.2 Locks and keys 8

6.3 Roof 9

6.4 Pest 9

7. What we will pay 10

8. Overnight accommodation 10

9. General conditions 11

10. General conditions – cancellations 14

11. General exclusions 15

12. How to make a claim 17

13. How to make a complaint 17

14. Compensation 17

15. Using personal information 18

16. Frequently asked questions 20

1. Introduction to your Glazing, Locks, Roof and Pest Cover terms and conditionsGlazing, Locks, Roof and Pest Cover is designed to complement your home insurance policy and provides cover for specific claims up to the stated claims limits without the need to pay an excess. It is important you read these terms and conditions as they form the basis of your policy with us. If anything is not correct on your policy schedule, or if you have any questions, please call our general policy enquiry line on 0800 294 8320*. Lines are open 9am-5pm Monday-Friday. Your call may be recorded and/or monitored for quality assurance and compliance purposes.

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2. Changes to these terms and conditionsThe key changes we have made to the terms and conditions are explained below.’3. What we look after in summary’ – the examples have been updated to reflect the changes in cover benefits.‘4. The Insurer’ – a new paragraph advising of the notification period if there’s a change in insurer and authority to transfer your data.‘5. Definitions used in your terms and conditions’ The following definitions have been removed: • Accidental damage. • Break in or vandalism. • Impact damage. • Storm damage.The home definition has been updated to stipulate that holiday lets are excluded. Other minor text adjustments have been made to provide improved clarity.‘6. Benefits of cover’: Glazing – See section 6.1 on page 8 for full details of what is covered and what is

not covered. • There is no longer a requirement to demonstrate there has been ‘accidental

damage’, ‘impact damage’ or ‘storm damage’ when making a claim for broken or cracked external glazing.

• More detail about contributions towards specialist glazing claims is now included. • We have clarified that cosmetic damage, faulty seals on glazed units and and the

replacement of door and window frames are not covered. Locks and keys – See section 6.2 on pages 8 and 9 for full details of what is covered

and what is not covered. • The general wear and tear exclusion has been removed. • We have clarified that electric/motorised windows, sash mechanisms and failures

due to paint, varnish or similar products are not covered. Roof – See section 6.3 on page 9 for full details of what is covered and what is not

covered. • There is no longer a requirement to demonstrate any lost, dislodged or damaged

roof or ridge tiles due to ‘impact damage’ or ‘storm damage’ when making a claim.

• Repairing and replacing ridges tiles causing water ingress is now covered. • We have clarified our exclusions around guttering, chimneys and soffits. Pests – See section 6.4 on page 9 for full details of what is covered and what is not

covered. • We have clarified that nests are not removed following treatment.

‘9. General conditions’ has been simplified and updated to reflect the changes in cover. • ’9.9 Hygiene and safety advice’ has been changed to clarify what would happen

if hygiene or safety advice we may have provided is not followed resulting in ongoing claims. It also includes an important note about taking care when chemicals have been used as part of pest treatment.

• ‘9.10 Wooden doors, windows and frames’ has been added to clarify repair restrictions relating to wooden doors, windows and frames.

• The clause called ‘your responsibility’ has been removed from section 9. • ‘9.15 Unoccupied’ provides additional clarity on unoccupied homes.’10. General conditions – cancellations’ - has been updated. • ‘10.1 Your cancellation rights’ now includes a paragraph regarding direct debit

cancellations. • ‘10.2 Cancellation charges’ clarifies the charges that can be made if you cancel

part way through your period of insurance. ’11. General exclusions’ – has been updated: • 11.1 clarification of your responsibilities for ensuring any routine home

maintenance is carried out properly. • 11.4 improved wording to confirm that you need to notify us and obtain our

authorisation before incurring any costs. • 11.8 delay of parts has been added. • The inclusion of deliberate/ repetitive acts of damage in 11.9. • The addition of exclusions relating to flooding (11.18) and parts that are no longer

available or manufactured (11.26). • Removal of non relevant clauses relating to claims to your electricity supply and

loss, damage or liability due to pressure waves from aircraft. • The clause relating to claims made during periods of insurance when your home

is left unoccupied has been removed; clause 9.15 has been updated to simplify.’12. How to make a claim’ provides important information on what you would need to do in the event of break-in or vandalism. We have also clarified that you need to notify us of a claim within 48 hours from the point when you identified the insured event.’16. Frequently asked questions’ – has been updated to reflect the changes in the terms and conditions.

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3. What we look after summaryTypical examples of what’s covered. Up to £500 per claim and £2,000 in total.

4. The InsurerBritish Gas Glazing, Locks, Roof and Pest Cover is underwritten by DAS Legal Expenses Insurance Company Limited and is administered on behalf of the underwriters by Home Assistance UK Limited who will provide the services described in this policy:• During the period of insurance. • Within the geographical limits set out in section 9.4. • Following payment of the premium.British Gas may decide to change its chosen insurer. In such circumstances we will write to you not less than 21 days before your current policy expires with details of the new proposed insurer (currently DAS Legal Expenses Insurance Company Limited) and any other current changes to the insurance. Accordingly, in order to ensure continuity of your insurance you hereby authorise us to transfer your data to any new proposed insurer, and for the new insurer to use your data in order to prepare a premium and renewal documents for your policy. DAS Legal Expenses Insurance Company Limited is authorised by the Prudential Regulation Authority and regulated by the Financial Conduct Authority and Prudential Regulation Authority. (FCA and PRA number 202106). This information can be checked by visiting the Financial Services Register on the FCA website fca.org.uk or by contacting the FCA on 0800 111 6768. The registered office of DAS Legal Expenses Insurance Company Limited is Quay Side, Temple Back, Bristol BS1 6NH. Registered in England and Wales with company number 103274. Telephone: 0117 934 2000 Fax: 0117 934 2109The registered office of Home Assistance UK Limited is Millstream, Maidenhead Road, Windsor, Berkshire, SL4 5GD. Registered in England and Wales with company number 0595557. Telephone: 0800 294 8320*. Home Assistance UK Limited is part of the British Gas group of companies.

5. Definitions used in these terms and conditionsWherever the following words and phrases appear, they will have the following meaning:Application: An application for arrangement of the cover detailed in this policy which can be made by you by telephone or by the completion of an application form or online.Home: Domestic premises, which are either owner occupied or tenanted (excluding holiday lets) together with garage(s) attached to your home, built of standard construction (brick with angled tile roof) and which has a door directly accessing your home. At least half the rooms at the home must be used for normal living purposes and not more than half the rooms used in any connection with a business, trade or profession.Insured event: A claim that is covered under the policy as detailed in section ‘6. Benefits of cover’.Insured person(s) or You/Your: The person(s) named on the policy schedule together with members of the household normally residing at the insured address. In your absence on a trip away from home, the person duly authorised by you as the key holder responsible for your home.Insured person contribution: Means the amount you will need to pay where the cost of your claim exceeds the policy limit as detailed in section ‘7. What we will pay’. This amount is paid by you to us.Keys: A key to any external door to your home (including garages that are attached to your home).Locks: Permanently fitted or built in, key operated security devices to external doors or windows, including integral garage doors which if damaged would compromise the security of your home.

Our/us/we: Home Assistance UK Limited administers the policy and manages all claims for and on behalf of the underwriters DAS Legal Expenses Insurance Company Limited.Period of insurance: The period of insurance as shown on your policy schedule and does not start until 14 days following the date your application for cover was first acceptedPermanent repair: Repairs and/or work required to put right the insured event caused to your home up to the policy claims limit under the policy, subject to individual restrictions where detailed.Policy: The Glazing, Locks, Roof and Pest Cover insurance policy you have with us detailed in section ‘6. Benefits of cover’. Where monthly payment option has been selected, the policy is a continuing monthly payable contract, renewable at the end of your period of insurance.Policy schedule: The schedule you receive from us that confirms the cover you have in place and the premium.Repairer: Approved and authorised tradesmen of Home Assistance UK Limited who carry out repairs to your home. Temporary repair: Work undertaken by our repairer to prevent further damage as a consequence of the insured event which may need to be replaced by a permanent repair.Unoccupied: When your home has not been lived-in by your family or by anyone who has your permission, for more than 30 days in a row. Lived-in means slept in frequently.

Missing or damaged roof or ridge tiles

Cracked or broken external glazing

The repair and/or replacement of damaged external window locks or door locks

Removal or treatment of pest infestations from within your home

PLUS – Overnight accommodation of up to £250 per night for you and your family including pets, for up to three nights maximum in any period of insurance, in the event that your home becomes uninhabitable as a result of an insured event under your policy.

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6. Benefits of cover British Gas Glazing, Locks, Roof and Pest Cover is designed to meet the demands and needs of householders who want protection for glazing, locks, roof and pest events in their home, as detailed in this section. We will aim to undertake a permanent repair wherever possible however we may, on occasions, undertake a temporary repair to resolve the situation and then arrange to undertake a subsequent permanent repair.

6.1 GlazingThe following are covered in your policyThe replacement of broken or cracked external glazing. This includes conservatory glazing where the conservatory is a permanent structure attached to your home. Where the damage is due to break-in or vandalism you will be required to report the incident to the police and obtain a crime reference number before notifying us. Where we need to replace glazing, we will repair using the nearest equivalent standard replacement glazing.

For specialist glazing we may agree to contribute towards the cost of replacement up to the claims limit provided that:

• You obtain our prior approval.

• You provide us with the necessary invoices/receipts at your expense.

If the safety or security of your home is compromised as a result of broken external glazing, we will provide a temporary repair such as boarding up until a permanent repair can be carried out.

The following are not covered in your policy• Internal glazing.• Cosmetic damage to the glazing,

door or window frames.• Seals on glazed units resulting in a

build up of condensation.• Replacement of door and window

frames.

6.2 Locks and keysThe following are covered in your policyThe repair or replacement of:• Damaged external window locks or

door locks.• External door mechanisms when the

door cannot be opened, closed or the security of your home is compromised.

• Window mechanisms when your window cannot be closed or the security of your home is compromised.

Accidental loss of or theft of your keys or where keys have been locked within your home and you have no means of access, we will arrange for one or more of the following as required:• A repairer to gain entry to your home

and make secure the point of entry.• The cost of replacing a single set of

keys to your home.• The cost of replacing locks including

fitting, if the keys to your home are stolen or accidentally lost. In the case of stolen keys, you will be required to report the incident to the police and obtain a crime reference number before notifying us. In the case of lost keys or keys locked within your home, at our discretion, we may choose to make alternative arrangements to obtain the duplicate key.

Where your keys have accidentally broken within a lock we will pay for a repairer to make secure the point of entry and undertake permanent repairs/lock replacement, including the cost of replacing keys to your home if required.Where we need to replace locks or keys, we will use the nearest equivalent standard replacement material or parts.

The following are not covered in your policy• Repairs or replacing door entry fobs,

including garage doors, electric gates, alarm fobs and door entry key pads to your home.

• Cosmetic damage to window and door locks.

• Repair of damage incurred in gaining necessary access either by you or by our authorised repairer.

• Repairs to locks on doors serving communal/shared areas.

• The replacement of doors, door frames or windows and window frames, however where the security of your home is compromised we will make safe with your permission, for example by boarding up.

• Electric/motorised window and garage door mechanisms.

• Opening and closing mechanisms serving sash windows.

• Doors or windows that will not open or close correctly due to paint, varnish or similar products.

6.3 RoofThe following are covered in your policyWe will arrange for permanent repairs to be undertaken to your home’s roof in the following instances:• Lost, dislodged or damaged roof or

ridge tiles.• Water ingress from ridge tiles that

require re-pointing.• Glass roofs which are part of a

conservatory, which is a permanent structure attached to your home.

Where we need to fit new tiles, we will use the nearest equivalent standard replacement tiles.

The following are not covered in your policy• Repairing damage to flat, tarpaulin,

plastic, thatched, felt or glass roofs unless the glass roof is part of a conservatory which is a permanent structure attached to your home.

• Repairing, replacing or unblocking guttering or downpipes.

• Your roof will not be covered if your home is part of a multiple occupancy or multiple-usage block or building.

• Repairing, replacing or re-pointing chimney stacks or chimney pots including flashing.

• Facia or soffit boards.

6.4 PestThe following are covered in your policyThe treatment or removal of a pest infestation involving wasps, bees, hornets nests or cockroaches where the infestation is within your home. In addition, the treatment of mice, rats and squirrels within your home.N.B. Permanent bee infestations do not normally occur in domestic properties although they may lodge or reside there for 48 hours. We try to avoid unconditional destruction of the bees and may sometimes involve a local bee-keeper unless one of the occupants is at risk of an allergic reaction.

The following are not covered in your policy• Removing infestations of pests

in gardens or outbuildings.• Wasp, bee or hornet nests where

no visible activity is apparent.• The removal of the wasp or hornets

nest once treated.

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7. What we will payFor all accepted claims by us, we will pay a maximum of £500 per claim limit, including parts, labour and VAT and an overall policy limit of £2,000 including parts, labour and VAT, in the period of insurance. An insured person contribution will be required where the repair costs exceed the per claim or overall policy limit.

8. Overnight accommodationIn addition to the claim/policy limit set out in section 7, and in the event of your home becoming uninhabitable and remaining so overnight as a result of an insured event under this policy, we will pay up to £250 including VAT per night for a maximum of three nights during the period of insurance on the following basis:• Alternative overnight accommodation for you and your pets.• Transport to such accommodation.All claims for overnight accommodation payments must be pre-authorised by us and will only be valid where a repairer has attended the home and been unable to complete a temporary repair. You will be responsible for paying for overnight accommodation and provide us with the necessary invoices/receipts, required by us at your own expense, for payment up to the claim limit. Where no authorisation has been obtained from us, we will not cover the cost of reimbursement. Where more than one night’s alternative accommodation cover is needed all additional nights must be pre-authorised in advance by us.

9. General conditions9.1 Premium and premium changesYour policy premium is set out in your policy schedule and will not change during your period of insurance unless the Government introduces a change in the relevant tax rate. We will always write to you to tell you about any change to your premium and Direct Debit instalments.

9.2 PaymentsIf you choose to pay by Direct Debit, you can pay either annually in advance or monthly as the payment becomes due for that month. All of our charges include relevant taxes at the current rate.

9.3 RenewalsWe will normally give you 21 days notice to tell you about any changes to what is included in your policy (or any changes to your premium) for the next period of insurance, unless exceptional circumstances apply. Unless you tell us when we write to you that you do not want to renew, we will automatically renew your policy for another fixed period of a year if you have chosen to pay by Direct Debit. At the end of your period of insurance and at the end of each subsequent year, the premium of your policy may change.

9.4 Geographical limitsWe currently provide cover for the mainland of Great Britain, including the Isle of Wight. We will make every effort to apply the full range of services in all circumstances. Remote geographical locations or unforeseeable adverse local conditions may prevent the normal standard of service being provided.

9.5 Our responsibilitiesWe will meet our responsibilities under your policy within a reasonable time unless it is impossible because of circumstances outside our control. If we are unable to meet our responsibilities, we will notify you as soon as possible confirming the reasons why and provide you with an alternative time when we expect we can satisfy our responsibilities to you.

9.6 Gaining access to your property and arranging appointmentsIt is your responsibility to ensure that someone over the age of 18 is present at all times and to allow us access to your home. If we cannot gain access, we will be unable to carry out the necessary work and you will need to arrange another appointment. If you do not arrange an appointment or we cannot gain access for any reason, your policy will continue even though we have been unable to carry out the repairs and the repair work will be cancelled. During periods of extreme weather, repairs to damage may not be undertaken to protect the health and safety of our repairers. Repairs will resume once the weather conditions allow.

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9.7 Own repairerIf for any reason we authorise you to use a contractor appointed by you, you should obtain an estimate for the work and contact us for authorisation to continue. You will need to supply us with a written statement substantiating the claim within 28 days of reporting the claim, together with a valid invoice (VAT registered where applicable), all information, evidence and receipts required by us at your expense. Works carried out without our authorisation will not be covered for reimbursement of costs.

9.8 Delay/parts delayEvery effort will be made to attend to your repair, based on urgency, priority and availability. During times of peak demand or extreme weather conditions you may experience a certain amount of delay.In addition we draw your attention to the possible delay in obtaining parts which may not be readily available from manufacturers/suppliers, for example specialist replacement glazing, we cannot be held liable in this event.

9.9 Hygiene and safety adviceWe may advise you that improvements are needed to help ensure your home remains free from pest infestations (for example, ensuring food is kept in sealed containers, access holes are sealed and external bins are kept closed). If you do not follow our advice, it may mean that we are unable to fulfil all of our responsibilities to you under your policy (see section 11.7 in ‘11. General Exclusions’). In this case, your policy will continue to run unless you tell us you would like to cancel or if we cancel (see sections ‘10.1 Your cancellation rights’ and ‘10.3 Our cancellation rights’).

Important – where poisonous chemicals are placed for removal of pests then every care should be taken.

9.10 Wooden doors, windows and framesDoors, windows and frames constructed of wood can warp, shrink or expand in certain weather conditions. Carrying out a permanent repair on such doors, windows and frames may lead to them being less effective when the weather conditions change. In these circumstances we will advise you of the potential impact of a permanent repair.

9.11 GuaranteesWe guarantee to make good any faulty parts and/or defective workmanship for a period of twelve months from the date we completed your repairs. The rights in relation to any guarantee we give you are in addition to, and do not affect your legal rights under the Sales of Goods Act 1979 and Supply of Goods and Services Act 1982. You can get advice about your rights from a Citizens Advice Bureau or Trading Standards Department.

9.12 Moving homeYou will need to notify us as soon as possible about any change of address as you will need to cancel your existing policy (it is non transferable) and set up a new policy for your new home. The policy will only be cancelled once you have informed us of your move. We will not provide back dated refunds of premium.

9.13 Governing lawUnder the laws of Great Britain (England, Scotland and Wales) both you and we may choose the law which applies to this policy, to the extent permitted by those laws. Unless you and we agree otherwise, we have agreed with you that the law which applies to this policy is the

law which applies to the part of Great Britain where you live.We and you have agreed that any legal proceedings between you and us in connection with this policy will only take place in the courts of the part of Great Britain in which you live.

9.14 DisclosureThis policy has been arranged for you on the basis of the information you have provided. If any of the facts change you must notify us as soon as you know. If you do not tell us about changes or give us incorrect information, the wrong terms may be quoted and we may be entitled to reduce or reject payment of a claim. In some circumstances your policy might be invalid, and you may not be entitled to a refund of premium.

9.15 UnoccupiedIf you intend to leave your home unoccupied for any period of time, you must take all reasonable precautions to secure your home. We will not cover any claims during the period of insurance where your home is left unoccupied for more than 30 days in a row.

9.16 Rights and responsibilities We may need to get into a building that has been damaged to salvage anything we can and to make sure no more damage happens. You must help us to do this but you must not abandon your property to us.You must not settle, reject, negotiate or offer to pay any claim you have made or intend to make under this policy without our written permission. We have the right, if we choose, in your name but at our expense to:

• Take over the defence or settlement of any claim.

• Start legal action to get compensation from anyone else.

• Start legal action to get back from anyone else any payments that have already been made.

You must provide us, at your own expense, with any information and assistance we may reasonably require about any claim. You must help us to take legal action against anyone or help us defend any legal action if we ask you to.

9.17 Fraud If dishonesty, exaggeration or false documentation is used by any insured person or anyone acting on behalf of you or any insured person to obtain or support:• A claims payment under your policy.• Cover for which you do not qualify.• Cover at a reduced premium.all benefits under this policy will be lost, the policy may be invalid, you may not be entitled to a refund of premium and legal action may be taken against you.

9.18 Government financial sanctionsWe will not provide any cover or be liable to provide any indemnity, payment or other benefit under this policy where doing so would breach any prohibition or restriction imposed by law or regulation.If any such prohibition or restriction takes effect during the period of insurance we may cancel this policy immediately by giving you written notice at your last known address. If we cancel the policy we will refund premiums already paid for the remainder of the current period of insurance, provided no claims have been paid or are outstanding.

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10. General conditions – cancellations10.1 Your cancellation rightsYou may cancel your policy you have with us at any time as long as you let us know by calling 0800 294 8320* or by writing to us at Home Assistance UK Limited, Arundel House, Amberley Court, Whitworth Road, Crawley, West Sussex RH11 7XL. Cancelling your Direct Debit without contacting us will not mean you have cancelled your policy. If you do not inform us that you wish to cancel and your Direct Debit payment is rejected, we will attempt to contact you by SMS and/or letter at the address we have on our records to rectify your account. If we do not hear from you following contact, and the outstanding payment is not made, we will cancel your policy not less than 30 days after the date we were first notified payment was not received. Any outstanding charges will be payable and subject to the terms outlined in section 10.2. If you cancel within the first 14 days of your policy or the date you received your welcome pack, whichever is the later, we will give you a full refund of any money you have paid, unless we have carried out work, in which case cancellation charges may apply (see section 10.2).If you cancel after the first 14 days of your policy and pay by monthly Direct Debit, we will continue to provide cover until the end of the period from which your last payment applies, we will then cancel the policy and take no further payments, unless we have carried out work. If you pay by cheque or credit/ debit card or by any other Direct Debit frequency, we will cancel the policy at the end of the month in which you notify us. We will then provide a refund of any premium you have paid for the time left to run in your current period of insurance, unless we have carried out work, in which case, cancellation charges may apply (see section 10.2).

10.2 Cancellation chargesIf you cancel the policy part way through the current period of insurance and we have carried out work, there will be no refund of premiums already paid. In addition we can recover any premiums due up to the equivalent value of the annual policy premium as specified in your policy schedule to cover the cost of any claims we have incurred within the period of insurance. These charges will not be more than the total annual cost of the policy.If you have not made a claim and have paid your full annual policy premium in advance, you will receive a proportionate refund based on how long is left in the period of insurance.

10.3 Our cancellation rightsWe may cancel your policy in the following circumstances:• If you have given us false information.• If you do not make an agreed payment.• Where there are health, hygiene and

safety issues (see section 11.7).• You do not provide us with access

to your home when required.• We are unable to find replacement

parts through our repairers’ network of parts providers.

• Permanent repairs or improvements we tell you are required are not completed by you.

If we cancel your policy and you have not made a claim and have paid your full annual policy premium in advance, you will receive a proportionate refund based on how long is left in the period of insurance.

* Lines open 9am-5pm Monday-Friday. Your call may be recorded and/or monitored for quality assurance and compliance purposes.

11. General exclusionsYour policy does not cover the following:11.1 Normal day-to-day home

maintenance which you should carry out on items which gradually wear out over a period of time, or need periodic attention. Some jobs will require you to use a skilled tradesman.

11.2 Claims outside the period of insurance (the period of insurance is shown on the policy schedule and does not start until 14 days following the date your application for cover was first accepted).

11.3 Pre-existing problems or circumstances known to you at the time you purchased the policy.

11.4 You will not be covered for reimbursement of costs where you have carried out works or incurred costs without notifying us in advance and obtaining our prior authorisation to proceed.

11.5 Damage to home contents.11.6 Improvements including work

to bring your home up to current standards/legislative requirements.

11.7 Commencing and/or continuing services where we reasonably consider that there is a health and safety risk including: the presence of hazardous materials, infestations caused by hygiene issues or harassment of our personnel including verbal or physical abuse. We will not start work again until the health and safety risk has been rectified to our satisfaction.

11.8 Any loss, damage, liability, cost or expense of any kind caused by delay of parts or resulting from poor or faulty design, workmanship or materials unless caused by us.

11.9 Third-party damage/damage from intentional risk taking or deliberate/repetitive acts of damage where preventative actions have not been taken to limit the damage. Where work is undertaken on your insured items by a third party, whether or not following our advice, which results in damage to that or another part of your home as a result of poor workmanship, the repair of any such damage will be excluded from your policy.

11.10 We will not be responsible for any indirect loss or damage caused to your home as a result of a stated insured event, including any cleaning needed or damage to fixtures/furniture/appliances for example, damage caused by rain entering your home.

11.11 The cost of redecoration.11.12 Risks normally insured under

household or other insurances except and only to the extent specifically stated as being included under your policy.

11.13 Any amount payable in respect of an insured event where the cost is recoverable under any other form of insurance or maintenance agreement, or which would be recoverable but for the existence of the insurance provided under this policy.

11.14 Subsequent claims arising from the same cause or event, when you have not taken action that our repairer has recommended.

11.15 Any loss, damage, liability, cost or expense of any kind occurring, or arising from an event occurring, before the period of insurance starts or caused deliberately by any insured person.

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11.16 Bedsits or properties of multiple occupation, holiday lets, residential homes and nursing homes are excluded.

11.17 Any loss, damage, liability, cost or expense of any kind caused directly or indirectly by war, invasion or revolution.

11.18 Any loss, liability, cost or expense of any kind caused directly or indirectly by flooding.

11.19 Any loss, damage, liability, cost or expense of any kind directly or indirectly caused by, resulting from or in connection with any act of terrorism. For the purposes of this exclusion, terrorism means the use, or threat of use, of biological, chemical and/or nuclear force or contamination by any person(s), 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(s) or put any section of the public in fear.

11.20 Any loss, damage, liability, cost or expense of any kind caused directly or indirectly by:

• Ionising radiation or radioactive contamination from any nuclear fuel or waste which results from the burning of nuclear fuel.

• The radioactive, toxic, explosive or other dangerous properties of nuclear machinery or any part of it.

11.21 Any claim or expense of any kind directly or indirectly caused by or arising out of pollution or contamination unless caused by:

• A sudden unexpected incident. • Oil or water escaping from

a fixed oil or fixed water installation, and which was not the result of an intentional act, and, which occurs during any period of insurance.

All pollution or contamination which arises out of one incident shall be deemed to have occurred at the time such incident takes place.

11.22 Failure or malfunction of any supply, system or appliance serving the home or any indirect loss or damage arising as a result.

11.23 Any loss, damage, expense or liability, however it has occurred, unless it is stated as a benefit covered under this policy.

11.24 Any legal liability or indirect loss or damage arising from the provision of, or any delay in providing the services to which this policy relates, unless negligence on our part can be demonstrated. We will not pay for any indirect losses which result from the incident that caused you to claim or from the provision or any delay in providing the services, for example, any loss of income or earnings.

11.25 The replacement of doors, door frames or window frames. However where the security of your home is compromised we will make safe with your permission, for example by boarding.

11.26 We will not be responsible for sourcing or replacing parts that are no longer available or manufactured. We will, however, secure any door or window if this compromises the security of your home.

12. How to make a claimFirst check the circumstances are covered under this policy. In the case of damage or loss caused by a break-in or vandalism you must report the incident to the police and obtain a crime reference number before you notify us of a claim. If covered under the policy you should notify us within 48 hours from the point when you identified the incident stating your policy number on: 0800 294 9518**. If you require a security password or have any special needs, please notify us at the time of your call. Once the repairs are completed to your

satisfaction, simply sign the completed repairer works order and we will settle the claim within the policy limits with the repairer directly. All repair costs must be authorised by Home Assistance UK Limited before they are carried out see section ‘7. What we will pay’.Whilst every effort is made to obtain the necessary parts required to complete the repair there could be instances where delays are outside our control, see section ‘9.8 Delay/parts delay’.

** Lines open 24 hours, 7 days a week. Your call may be recorded and/or monitored for quality assurance and compliance purposes.

13. How to make a complaintWe will always aim to do our best, but unfortunately there may be times when things go wrong. If you have a complaint about any part of your Glazing, Locks, Roof and Pest Cover please telephone us on 0800 294 8320*, email us at: complaints@homeassistanceuk.com or write to:Customer Relations Manager Home Assistance UK Ltd Arundel House Amberley Court Whitworth Road Crawley West Sussex RH11 7XL

We will try to deal with the matter immediately but if we can’t then we will keep you regularly informed about the progress of our investigation. If you are

unhappy with our final response or if we have not been able to complete our investigation within eight weeks of our receiving your complaint, you can refer the matter to the Financial Ombudsman Service† at:South Quay Plaza, 183 Marsh Wall, London E14 9SRTelephone:0800 0234567 (for landline users) 0300 1239123 (for mobile users)Or by email at: complaint.info@financial-ombudsman.org.uk Website: financial-ombudsman.org.uk

* Lines open 9am-5pm Monday- Friday.† Using this service does not affect your statutory rights.

14. CompensationDAS Legal Expenses Insurance Company Limited is a member of the Financial Services Compensation Scheme (FSCS). This provides compensation in case any member goes out of business or into liquidation and is unable to meet any valid claims against its policies. You may be entitled to compensation if DAS Legal

Expenses Insurance Company Limited cannot meet its obligations, depending on the circumstances of the claim.Further information about the compensation scheme can be obtained from FSCS at fscs.org.uk or telephone 020 7741 4100.

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15. Using personal informationFor the purpose of this section, ‘our, us, we’ refers to British Gas. This section explains how we use the information, including sensitive information that we collect about you when you buy a product or related services from us. We will tell you if there are any significant changes to the information we collect and how we use it.

We (including other Centrica Group companies such as Home Assistance UK Limited and those using the British Gas, Scottish Gas and Dyno Group brands), DAS Legal Expenses Insurance Company Limited and our respective agents may use information about you to do the following:

a) Provide you with the services you have asked for (which may include loyalty and incentive schemes we may run from time to time)

b) Offer you accounts, services and products from us and our partners. To help us make these offers we may use an automatic scoring system

c) Help run, and contact you about improving the way we run any accounts, services and products we have provided in the past, we are providing now, or may provide in the future

d) Create statistics, test computer systems, analyse customer information, create profiles and create marketing opportunities (including using information about what you buy from us and how you pay for it and other British Gas products you hold.

e) Help maintain your, and the members of your family or households’, health, safety and security

f) As part of the process of selling one or more of our businesses

g) If we have been asked (for example by Ofgem or a lawyer) to provide information for legal or regulatory purposes

h) As part of current or future legal action

i) As part of government data-sharing initiatives; for example, those designed to help stop fuel poverty (where people cannot afford to pay for heating and electricity)

j) To help manage any loyalty or rewards schemes

k) If you hold an insurance policy with us, to pass information to an insurer to manage your insurance policy (including underwriting and claims, to help develop new services and to assess financial and insurance risk)

l) If you do not pay your debt, we may transfer your debt to another organisation and give them details about you

m) Help train our staff

We may also monitor and record any communication we have with you, including phone conversations and emails, to make sure that we are providing a good service and meeting our regulatory and legal responsibilities.

When we contact you, we may use any information we hold about you to do so. As a result we may contact you by email, phone, text message or other forms of electronic communications (such as using smart meters) or by visiting you. If we are contacting you to tell you about any offers, we will, as far as possible, do this in line with your preference of communication with us for marketing purposes. You can ask us not to send you any information on our offers at any time by contacting us and giving us your account details.

Occasionally we may have partners outside the European Economic Area (EEA). As a result your information may be transferred to countries that do not have the same standards or protection for personal information as the UK. However, how we collect, store and use your personal data will continue to be governed by this privacy statement.

We may check your details with one or more credit-reference and fraud prevention agencies to help us make decisions about your capacity to pay your bills and the goods and services we can offer you. If you would like information about how we and the credit reference and fraud prevention agencies will use your information, you can find the full version online in our privacy policy at britishgas.co.uk

If you give us information on behalf of someone else, you confirm you have given them the information set out in this document, and that they have given permission for us to use their personal information in the way we have described in this section. If you give us sensitive information about yourself or other people (such as health details or details of any criminal convictions of members of your household), you agree (and confirm that the person the information is about has agreed) that we can use this information in the way set out in this document.

You are entitled to have a copy of the information we hold about you and to have any inaccurate information corrected. We may charge a small fee for providing a copy of any information we hold about you. For more information about this please contact our Privacy Team at:

Lakeside West 30 The Causeway Staines TW18 3BY

Or you can email: CentricaDataProtection@Centrica.com

All references to British Gas apply equally to Scottish Gas in Scotland.

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16. Frequently asked questions 1. Some of my ridge tiles have blown

off my roof and I have rain water entering my home, is this covered under my Glazing, Locks, Roof and Pest Cover policy?

Yes, this is covered up to a limit of £500 per claim including parts, labour and VAT and the total policy limit is £2,000 including parts, labour and VAT for the period of insurance. If damage looks to exceed the amount covered you should check your household insurance policy.

2. How fast will you normally be able to respond if I have an accepted claim under this policy?

We normally get to seven out of ten† claims within 24 hours from the point of your claim being accepted. If you have a priority claim we respond to 77%† of priority claims within four hours. However this is not always possible due to circumstances out of our control such as extreme weather conditions. In some cases, particularly where parts are required, subsequent visits may be required.

3. My window won’t shut so I cannot secure the house, is this covered under my Glazing, Locks, Roof and Pest Cover policy?

Yes, if the security of your home is compromised because the window will not close properly then you would be able to claim on this policy. If the problem is due to the locking mechanism, we will repair or replace it. If a replacement window is required, this would not be covered but we would offer a to make safe, for example, by boarding up.

4. I have lost my house keys and cannot get into my home, will you send a locksmith under my Glazing, Locks, Roof and Pest Cover policy?

Yes, we will notify our repairer to gain access to your property and take the appropriate action based on your circumstances.

5. My flat roof has perished and the felt requires replacing, will this be covered?

No, flat roofs are not covered under this policy.

6. If I have a problem which isn’t covered under my Glazing, Locks, Roof and Pest Cover policy, can I still use your repairers to help?

As a Glazing, Locks, Roof and Pest Cover customer, you can use our network of approved and qualified repairers for routine repairs and maintenance to your home such as locks, glazing, roofing, guttering and doors. Just phone the Fix-It-Fast Home Repair Service on 0844 880 8010. This service is chargeable to you depending on the repairs/work involved and would be payable outside the terms of your policy.

7. I have got mice in my garage, does my Glazing, Locks, Roof and Pest Cover policy cover the removal of these pests?

If the garage is attached to your home the removal of these pests may be covered under your policy. The removal of pests in your garden or outbuildings is not covered. Refer to the Home definition in section ‘5. Definitions used in these terms and conditions’ for more detail.

8. Does my policy have a limit? Each claim you make during the

twelve month period of cover is limited to £500 per claim including parts, labour and VAT and the total policy limit is £2,000 including parts, labour and VAT for the period of insurance. In addition you and your family are entitled to overnight accommodation for three nights, up to a value of £250 per night, if your home becomes uninhabitable as a result of an event that is covered under your Glazing, Locks, Roof and Pest Cover.

9. I’ve just been into the loft to get Christmas decorations down and have noticed an old wasp nest. Is this covered?

If there is no wasp activity at the nest, this isn’t considered an infestation and would therefore not be covered. Wasps tend not to re-use an old nest and empty nests are not removed.

10. My chimney pot/stack has blown off my roof, smashing several tiles. Is this covered?

Repairing the damaged roof tiles would be covered, however any repairs to the chimney pot or stack would not be covered and you should check your household insurance policy.

11. I forced entry into my home because I was locked out and caused damage to the lock. Will I be covered for a repair to my lock under my policy?

No, the damage to the lock has been caused by you and is therefore not covered. You would have been covered for a locksmith to come and gain entry for you, often a skilled tradesperson can achieve this without causing damage. Next time call us immediately to confirm if you are covered before you attempt entry.

12. My double glazed kitchen window is smashed as a result of a stone flying from the lawnmower. Is this covered?

The double glazed window glass would be covered for replacement, using the nearest equivalent standard replacement glazing. In the initial stages we would look to board up and once the double glazed unit has been made to measure we would then complete a permanent repair.

†2013 Average response across Glazing, Locks and Roof trades.

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DAS Legal Expenses Insurance Company Limited is authorised by the Prudential Regulation Authority and regulated by the Financial Conduct Authority and Prudential Regulation Authority. Registered in England & Wales No. 103274. Registered Office: DAS House, Quay Side, Temple Back, Bristol BS1 6NH. www.das.co.uk

Your Glazing, Locks, Roof and Pest CoverUseful telephone numbersFor claims call us on 0800 294 9518 Lines open 24 hours 7 days a week

For policy changes and general policy enquiries, call us on 0800 294 8320 Lines open 9am – 5pm Monday – Friday

Any other enquiries?To switch your gas and electricity to British Gas Call us on 0800 048 1644For British Gas HomeCare® enquiries Call us on 0800 365 100

If you would like this booklet in another format such as in large print, in braille or on audio tape, please call 0800 294 8320.

If you are hard of hearing or have speech difficulties and use a textphone, please call 18001 0800 316 3772.