Central Heating Cover Terms & Conditions

Central Heating Cover is underwritten by Chartis Insurance UK Limited and will provide the services and benefits described in this policy:

• during the period of insurance
  
• within the geographical limits
  
• following payment of the premium.

We will provide the services and benefits on the basis of the details you have supplied and subject to the following terms and conditions. Please read carefully, to ensure this policy meets your individual requirements. Your insurance policy is made up of your application, these terms and conditions (also referred to as your policy'), and policy schedule. The terms and conditions for this insurance are written in English and all correspondence entered into shall be in English.

The aims of this insurance

This insurance cover is a product which meets the demands and needs of householders who want protection in the event of a breakdown of their central heating system and/ or their boiler and controls. This insurance should complement your household insurance policies, and provide benefits and services which may not be available under those policies. We aim to provide a safe, high-quality service to repair the equipment included under this policy. If you have any questions or concerns about your policy, please contact us on 0800 294 8320.

Meaning of words

This part of the policy wording sets out the words which have a special meaning. Each word is listed with the meaning explained alongside it and is printed in bold type wherever it appears in the policy wording.

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.

Gas Central Heating System: The main hot water or gas central heating system in your home. This includes pipes which connect components of the system, but not cold water supply or drainage pipes. This does not include any non-domestic heating or hot water systems or any form of solar heating.

Geographical LimitsThe mainland of Great Britain, plus the Isle of Wight. There are a few areas of Great Britain where cover is not provided, if this affects you, we will tell you when you apply.

Home: This is your place of residence being your private domestic dwelling and any covered garage connected to your place of residence. Excludes outside areas, including your gardens, lawn, outbuildings, borders and driveways.

Insured Person(s) or You/Your: The person named on the policy schedule, together with the members of your household normally residing with you. In your absence on a trip away from home, the person duly authorised by you as the key holder responsible for the home.

Our/us/we: Home Assistance UK Limited administer the policy and manage all claims on behalf of the underwriters Chartis Insurance UK Limited.

Period of Insurance: The period shown on the policy schedule which shall commence at least 14 days following the date you first applied and the application was accepted for cover.

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.

What is covered under this policy

• Parts and labour for repairs subject to the terms of your policy. Where you have opted for a payment schedule with an excess (see your policy schedule for details), the excess will be payable for every completed repair, including related faults. We will ask for your payment details (credit/debit card) at the same time that we book your job.
  
• No limit to the number of call-outs to carry out work on parts of Your system covered - see Your Policy Schedule.
  
• Priority service every day of the year. You will be prioritised over persons who do not have any contract with British Gas Services Limited.
  
• Getting to your System (see the 'Getting to Your System' section under 'About Your Policy').
  
• A customer helpline available 24 hours a day, every day.
  
• Advice about your system from our Gas Safe Register (previously CORGI) engineers during any necessary repair visit.

There are two levels of Central Heating Cover:
We base your policy on the options you select (listed and described below). The selection you made is shown on your policy schedule.

1. Central Heating Insurance Cover

This service is for repairing a single boiler and wet (using water) or warm-air gas central heating system in your home and includes the following:

• Parts and labour if your gas central heating system needs repair.
  
• If we agree that your boiler is less than seven years old, we may provide a replacement boiler if it is not possible to repair it because, for example, spare parts are not available, or we decide that it would cost more to repair the boiler than to replace it with a suitable new boiler we have approved.
  
• If your boiler is seven years old or more, and it is not possible to repair it or you choose to replace it at any time (however old it is), as a central heating customer, you are entitled to a special offer from British Gas on the combined cost of a British Gas boiler and installation.
  
• Warm air vents. For warm air units only

There is no age limit on your boiler and it does not matter who installed it, as long as all the essential working parts are available.

2. Boiler and Controls Insurance Cover

This is the same as Central Heating Insurance Cover, except that the parts and labour are for the boiler and controls only. See your policy schedule for details of your level of cover.

What is not covered under this policy

• Removing sludge or hard-water scale from the boiler or system (see the 'PowerFlush™' section under 'About Your Policy').
  
• Replacing your boiler if it is seven years old or more
  
• Repairing or replacing appliance flues that aren't part of your boiler
  
• Repairing or replacing parts of your central heating system and controls that are specifically designed for piped or electric under floor heating (other than warm-air systems).

General exclusions

Your policy does not include the following:

1. Claims outside the period of insurance. (The period of insurance is shown on the policy schedule and does not commence until at least 14 days, following the date your application for cover was accepted).

2. Design or existing faults - We will not include the cost of repairs needed because of design faults (unless British Gas Services Limited are responsible), or faults which existed before you entered into the policy.

3. Third-party or accidental damage - We will not include the cost of repairs relating to damage caused by you or someone else.

4. Indirect losses caused by the breakdown - Unless we are responsible for it, we will not include loss or damage to property (including any cleaning needed) or any other type of loss caused by the appliance, boiler or system to which this policy relates breaking down or leaking (for example, damage to furniture caused by water leaks). If access has to be made to your appliance, boiler or system, we will fill in any holes and leave the surface level but we will not replace the original surface or construction. Any redecoration that may be needed following our work is your responsibility, unless we have been negligent

5. Normal insured risks - We will not include the cost of repairing faults, or damage caused by freezing weather conditions, subsidence, structural repairs, accident, fire, lightning, explosion, flood, earthquake or storm. You should check your household insurance to make sure you have enough cover for these risks.

6. Replacing appliances, bathroom fixtures, showers and sanitary ware (apart from boilers as described earlier).

7. Improvements, including work that is needed to bring your system up to current standards. Examples of improvements include system upgrades, such as adding thermostatic radiator valves, replacing parts such as flues or vents which do not meet current standards, and replacing working radiators with improved models (these are examples only, not a complete list.) You may need to have improvements carried out before we are able to complete other repairs to your system.

8. Replacing or repairing parts which do not affect how the system or appliance works or decorative or specialist parts.

9. Resetting controls (for example, thermostats and programmers following changes due to winter or summer).

10. Repairing faults or clearing physical blockages (blockages such as rubble, sludge and scale, but not air locks) if we have told you permanent repairs or improvements are needed to make sure your appliance or system works properly. We will only tell you this if, in our expert opinion, it is necessary.

11. Removing asbestos associated with repairing the appliance or system. When you have had any asbestos removed, you must give us a clean-air certificate before we will do any further work at your property. By law, the person who removes the asbestos must give you a clean-air certificate.

12. Cash alternatives for repair.

13. Repairing any damage caused by our work or redecorating, unless we or our agents have been negligent.

14. Repairing or replacing any lead, steel or central heating iron pipes.

15. The cost of repairing damage or breakdowns caused by changes to, or problems with, the gas, electricity or water services.

16. Commencing and/or continuing services where we reasonably consider that there is a Health and Safety risk including: the presence of hazardous materials; infestations; or harassment of our personnel. We will not recommence work until the Health and Safety risk has been rectified to our satisfaction.

17. Repairs (such as to your heat exchanger) that are required due to the build up of sludge or other debris where we have previously advised you that your system requires a PowerFlush™ or similar cleaning procedure and you did not have the procedure conducted in a timely manner.

18. A claim which occurs during the period of insurance where the home is left unoccupied for more than 30 days.

Requesting assistance

(How to Claim) First check the circumstances are covered under this policy. Having done this telephone Home Assistance UK Limited who acts as administrator of the scheme stating your policy number, on: 0800 294 9518**.

If you require a Security Password or have any special needs, please notify the Helpline at the time of your call. Once the repairs are completed to your satisfaction, simply sign the completed works order and we will settle the claim (subject to the policy limits) with the engineer directly. Our engineers will only attend where an adult of 18 years of age or over is present.
MAJOR EMERGENCIES WHICH MAY RESULT IN SERIOUS DAMAGE OR DANGER TO LIFE OR LIMB SHOULD IMMEDIATELY BE ADVISED TO THE PUBLIC SUPPLY AUTHORITY, OR IN CASE OF DIFFICULTY, TO THE PUBLIC EMERGENCY SERVICES. SUSPECTED GAS LEAKS SHOULD ALWAYS BE REPORTED TO NATIONAL GRID EMERGENCY SERVICE ON 0800 111 999.

About Your Policy:

This policy only covers appliances used inside your home for domestic purposes. Your home is the address notified to us when you applied for cover and that appears on your schedule. Cover does not transfer when you move address.

Governing law
Under the laws of the United Kingdom (England, Scotland, Wales and Northern Ireland) both you and we may choose the law which applies to this contract, 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 contract is the law which applies to the part of the United Kingdom in which you live, or, if you live in the Channel Islands or the Isle of Man, the law of whichever of those two places in which you live.

Information to be provided
You must provide us with the full boiler Make and Model and confirm that your boiler and gas central heating system (where appropriate) is in good working order with no water leaks before we will accept your boiler and gas central heating system onto cover. We will confirm these items to you.

Payments
Following your first payment (usually by Direct Debit) payments for your policy will fall monthly. All of our charges are inclusive of relevant taxes at the prevailing rate.

Annual service
British Gas endorses the Health and Safety Executive's view that boilers should be serviced once a year. This is not covered within the cost of your policy but is available for an optional extra charge. Please ask for details.

Safety advice
We may advise you that permanent repairs or improvements are needed to make sure your appliance or system works safely (for example, to comply with gas safety regulations). If you do not follow our advice, it may mean that we are unable to fulfil all of our obligations under your policy. In this case, your policy will continue to run unless you tell us you would like to cancel or if we cancel the policy (see 'Cancellation Provisions').

Spare parts
If we do not carry the spare parts your repair work needs on the day, we use a central stock of 30,000 parts. This means we can get hold of most items the following working day. Otherwise, we will do all we reasonably can to find parts from our suppliers. We may use other approved parts or parts that have been reconditioned by the original manufacturer.

Labour
A British Gas engineer will usually carry out the work. In some cases we may authorise a suitably qualified contractor to carry out the work.

Approved equipment
We only undertake work on appliances, energy-management systems and plastic pipes which are on our approved list.

Third-Party rights
Nobody other than you will be able to benefit from this policy, which cannot be passed to someone else without our agreement.

Getting to Your system
We include the cost of getting to your system (parts and labour) up to £1,000 (including VAT) for each job, for example, pipes or wiring buried in walls or 'built-in' appliances. We do not include the cost of getting to your system (Parts and Labour) where your system is inaccessible due to a design fault.

Our responsibilities
We will meet our responsibilities under this policy within reasonable time, unless it is impossible because of circumstances outside our control.

Guarantees
Any guarantees do not affect your legal rights under the Sale 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.

Appointment Times
British Gas lets you choose the time that suits you from AM (8am-1pm), PM (12 noon-6pm), or daytime (10am-2pm), Monday to Friday.

Powerflush™
We use our PowerFlush™ to clean the system to remove sludge and other waste from central heating systems. If we recommend that your system needs cleaning through with PowerFlush™ we will charge you to undertake this work. Our engineer will also advise you what other work is needed in order to avoid future problems. We may suggest you correct any design faults that might cause the problem to return. This work can increase the life of your system and improve efficiency. When a repair is needed due to sludge (for example damage to pump, valves or radiators) and we have not already told you that you need to flush and clean your system with PowerFlush™ or a similar procedure, we will attempt to carry out a repair (excluding the use of PowerFlush™) and will do so at no extra cost.

Complaints procedure

We aim to provide a first-class service at all times. However, if you have a complaint regarding the standard of service you have received under your policy, the following procedure is available:

1. In the first instance, please write to: Customer Relations Manager, Home Assistance UK Limited, Arundel House, Amberley Court, Crawley, West Sussex RH11 7XL. Alternatively, telephone us on 0800 294 8320* or you can e-mail us on: complaints@homeassistanceuk.com If we cannot give you a final decision by four weeks from the day we receive your complaint we will explain why and tell you when we hope to reach a decision.

2. Should you be dissatisfied with our decision or fail to receive a final answer within eight weeks of us receiving your complaint, you have the right, in addition to your contractual rights under the insurance, to refer the matter to the Financial Ombudsman Service - at:

South Quay Plaza
183 Marsh Wall
London
E14 9SR.
Telephone : 0845 080 1800
†Using the above service will not affect Your statutory rights

Cancellation Provisions

Cancellation by the Insured Person

You have the right to cancel any policy of insurance either by posting a letter to us or telephoning us within 14 days of the receipt of these terms and conditions. If you cancel during this period, we will refund to you any premium you have paid. If you subsequently give notice in writing or by telephone to us to cancel this policy other than at the renewal date, such cancellation shall take effect on the date the notice is received or on the date specified in the notice, whichever is the later. Unless you have made a claim in the current policy year, we will give you a refund based on how long is left of any 12-month advance or direct debit payments. Where you have made a claim, we may charge an amount to cover the cost of the services provided up to £168.

Cancellation by Us - We may give 14 days, notice of cancellation of this policy by letter to you at your last known address in the following circumstances:

• If You have given false information.
  
• If You do not make an agreed payment.
  
• We have advised you that permanent repairs or improvements are needed to make sure your appliance or system works properly, and you do not follow our advice within a reasonable period. This advice may include replacing your boiler or system.
  
• If your appliance or system is not on our approved list or we are not reasonably able to find parts to keep your system or appliance working safely.
  
• If circumstances arise (including health and safety issues) which make it inappropriate for the policy to continue.

If we cancel your policy because we have told you that permanent repairs or improvements are needed, we may offer you another policy with us, for example, one which will not include the parts causing the problem, or does not include the cost of repairs to your system or boiler.

Premium position upon cancellation by Us:
If premium has been paid for any period beyond the date of cancellation of this insurance, the elevant pro-rata portion of this premium will be refunded to you or your estate. Where we have cancelled your policy as your appliance or system is not on our approved list or where we are not reasonably able to find parts to keep your system or appliance working safely, we will refund any premium paid during the current period of insurance.

Effective time of cancellation:
This policy shall cease at 00.01 hours Greenwich Mean Time on the day stipulated in any notice of cancellation sent by us or the day following the last day of the period of insurance for which the premium has been paid, whichever is earlier. This Insurance is administered on behalf of the underwriters by:

This Insurance is administered on behalf of the Underwriters by
Home Assistance UK Limited
Arundel House
Amberley Court
Whitworth Road
Crawley
West Sussex
RH11 7XL
Registered Number 758979
Telephone: 0800 294 8320*

This insurance is underwritten by Chartis Insurance UK Limited which is authorised and regulated by the Financial Services Authority (FSA number 202628). This information can be checked by visiting the FSA website (www.fsa.gov.uk/register). Registered in England: company number 1486260. Registered address: The Chartis Building, 58 Fenchurch Street, London EC3M 4AB.

Chartis Insurance UK Limited is covered by the Financial Services Compensation Scheme (FSCS). If they are unable to meet their financial obligations you may be entitled to compensation from the scheme, depending on the type of insurance and the circumstance of the claim. For non-compulsory insurance 90% of your claim is covered, without any upper limit. Further information about compensation scheme arrangements is available at www.fscs.org.uk or telephone 020 7892 7300

Using personal information

We or our agents may use information about you to:

• identify you when you contact us so that we know exactly who we are speaking to;
• offer you accounts, services and products from time to time (we may do this using an automatic scoring system, which also uses information about you from other agencies, including credit reference agencies);
• help run, and contact you about improving the way we run, any accounts, services and products we have provided before, provide now or may provide in the future (we may also contact you by e-mail or text message if you have given us these contact details);
• create statistics, test computer systems, analyse customer information and create marketing opportunities (including using information about what you buy from us and how you pay for it, for example, the amount of gas or electricity you use and any discounts we have offered you);
• help to prevent and detect fraud or loss; and
• contact you in any way (including by post, e-mail, phone, text or multimedia messages or visiting you) about products and services we and our partners offer. We may allow other people and organisations to use information we hold about you:
• to provide services you have asked for;
• as part of selling one or more of our businesses;
• to help to prevent and detect debt, fraud, or loss (for example by giving this information to a credit reference agency). If you do not pay your debt, we may transfer your debt to another organisation and give them details about you and that debt;
• if we have been asked (for example by Ofgem or a lawyer) to provide information for legal or regulatory purposes;
• as part of current or future legal action;
• as part of government data-sharing initiatives; or
• 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). From time to time, these other people and organisations may be outside the European Economic Area (EEA) in countries that do not have the same standards of protection for personal information as the UK.

We may also let companies in our group (including British Gas, Scottish Gas and Dyno Group) use your information to do any of the things mentioned above. We may use your information to help train our staff. We may also monitor and record any communications we have with you (including phone conversations and e-mails) to make sure that we are providing a good service and to make sure we are meeting our legal and regulatory duties.

We may pass your address, property and postcode, and details of your gas appliances, flue, hot-water cylinder, system controls and electrical installations (including details of any repairs or removals) to organisations that supervise these activities, including: Capita Gas Registration and Ancillary Services Limited (previously CORGI) and the ECA (Electrical Contractors Association). These organisations may pass this information to local authorities to meet building regulations. They may also use this information to contact you to inspect appliances or systems, recall faulty products and carry out audits, and for health and safety purposes. Where appropriate, we will give you or the property owner (or both) a certificate to show that your appliances and other relevant items/ equipment meet building regulations.

We will check your details with one or more credit-reference and fraud-prevention agencies to help us make decisions about your ability to make payments and the goods and services we can offer you. Below, we have given a brief guide to how we, the credit reference and fraud prevention agencies will use your information. If you would like more information about this, you can find the full version at britishgas.co.uk. Or, phone us on 0800 048 0202 and we will send you a leaflet.

We will search at credit-reference and fraud-prevention agencies for information about you and all the people you are applying with. If you are providing information about other people on a joint application, you must make sure they agree that we can use their information to do this. If you give us false or inaccurate information and fraud is identified, we will pass your details to credit reference and fraud-prevention agencies. Law-enforcement agencies (such as the police and HM Revenue & Customs) may receive and use this information.

• We and other organisations may also access and use information about you that credit-reference and fraud prevention agencies give us to, for example:
• check details on applications you make for credit and credit-related services;
• check your identity;
• prevent and detect fraud and money laundering;
• manage credit and credit-related accounts or services;
• recover debt;
• check details on proposals and claims for all types of insurance; and
• check details of employees and people applying for jobs with us.
• When credit-reference agencies receive a search from us, they will record this on your credit file, whether your application is successful or not.
• We and other organisations may access and use, from other countries, information recorded by fraud prevention agencies.
• If you want to see what information credit-reference and fraud prevention agencies hold about you, you can contact the following agencies currently working in the UK. The information they hold may not be the same, so it is worth contacting them all. They will charge you a small fee.

CallCredit
Consumer Services Team
PO Box 491
Leeds
LS3 1WZ
Phone: 0870 0601414
Website:www.callcredit.co.uk

Equifax plc
Credit File Advice Centre
PO Box 1140
Bradford
BD1 5US
Phone: 0870 010 0583

Website: www.myequifax.co.uk

Experian
Consumer Help Service
PO Box 8000
Nottingham
NG80 7WF
Phone: 0870 241 6212

Website: www.experian.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 clause. 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.

All references to British Gas apply equally to Scottish Gas in Scotland
TM - Powerflush is a trademark of GB Gas Holdings Limited.
* Lines open 9am-5pm, Monday-Friday
**Lines open 24 hours / 7days a week

Your call may be recorded and/or monitored for quality assurance and compliance purposes.

British Gas is the trading name of British Gas Services Limited (Registered in England No. 3141243) and British Gas New Heating Limited (Registered in England No. 6723244). Installation is provided by British Gas New Heating Limited. Registered office: Millstream, Maidenhead Road, Windsor, Berkshire SL4 5GD.

Terms & Conditions released 21st December 2009