LLA 001 007 Guide To Your Landlord Insurance Cover

Guide to your Landlord
Insurance Cover
Includes:
y Guide to your Landlord Emergency Cover
y Guide to your Landlord Legal Protection
In the event of an incident please call us immediately so we can help.

Claims: 0333 2349968 Landlord Emergency: 0333 234 9984
These lines are open all day every day.
Welcome to your Landlord Insurance Cover
This booklet sets out the details of your Landlord Insurance with us, whether you insure one property under a single
policy or more than one with a MultiCover policy.
Admiral MultiCover
Admiral MultiCover is designed to cover any number of homes, cars and vans under a single policy. The policy may
include just vehicles (also known as MultiCar), or a combination of vehicles and homes.
MultiCover is all about making things easier. It brings separate policies together under a standard 12-month policy
with a single renewal date and policy number.
You get a set of documents for each home, car or van you have insured. Please read these to make sure you are
familiar with all the terms of your policy.
The policy administrator

All policies must have a policy administrator.
Single policy
If your policy is for just your property, you will be the policy administrator.
The policy administrator is responsible for all payments, including any made by another person. If there is any overdue
amount which needs to be paid, we will contact the policy administrator.
MultiCover policy
Each home, car or van insured under the MultiCover policy will have its own individual policyholder. The policy
administrator will be one of the individual policyholders, and they will be our main point of contact.
If the policy administrator removes their own home or vehicle from the MultiCover policy, they must appoint one of
the other individual policyholders to take over as the policy administrator.
The policy administrator:
y has access to all documents, information and personal information relating to the individual policies
y can ask for another individual policyholder to become the policy administrator, and
y can make changes to all the individual policies.
The policy administrator is responsible for all payments, whether those payments are made by individual
policyholders or any other person. If there is any overdue amount which needs to be paid, we will contact the
policy administrator.
The policy administrator is also responsible for making sure all individual policyholders have access to their policy
documents so they can check and amend the information if necessary.
For details of changes that individual policyholders and named drivers can make to MultiCover policies, please see
general condition 10.
When a new individual policy is added to a MultiCover policy, or a home, car or van is added to an individual policy,
the policy administrator gives anyone who can make changes (as set out in general condition 10, Instructions)
permission to assess and confirm the suitability of the change. This person must consider the policy administrator’s
circumstances, and agree to tell them about changes they make to a policy and provide further information, if
necessary, to confirm cover.
Welcome to your Landlord Insurance Cover (cont.)
Your Landlord Insurance cover

This guide describes your Landlord Insurance cover. Please read it and the other policy documents carefully.
Your Landlord Insurance contract is made up of this policy booklet, your Landlord Proposal Confirmation or Landlord
Renewal Confirmation and your Landlord Policy Schedule.
This booklet provides all the information about your Landlord Insurance cover. Your Landlord Policy Schedule shows
the level of cover you have, any optional sections of cover you have chosen, your cover limits and excesses, and any
extra conditions that might apply.
Please read your policy documents and let us know immediately if any of the information is incorrect. This is
important as the agreement to insure you is based on this information.
IMPORTANT
It is important that you tell us if any of the details on your Landlord Policy Schedule, Landlord Proposal
Confirmation or Landlord Renewal Confirmation are wrong, or if any of the information changes during the
period of insurance.
If you do not tell us about incorrect information or changes to details, we can:
y refuse to pay your claim

y reduce the amount of cover you have, or
y declare your policy void (that is, treat it as if it had never existed).
Please see pages 11 and 12 for full details of the changes you must tell us about.
Welcome to your Landlord Insurance Cover (cont.)
Your contract of insurance has been arranged by us, EUI Limited of Ty Admiral, David Street, Cardiff, CF10 2EH. We are
authorised and regulated by the Financial Conduct Authority (FCA registration number 309378).
By taking out this cover you are entering into two separate agreements.
y The first agreement is an intermediary agreement with us, EUI Limited. We are responsible for arranging and
managing your landlord insurance. That agreement, called ‘Your Agreement with EUI’, covers our services, fees and
charges. You are given a copy of this at the start of each period of insurance. It is also available on our website at
www.admiral.com.
y The second agreement is the contract of insurance with the authorised insurer. The authorised insurer has
agreed to cover you, according to the terms and conditions in this document, against any liability, loss or damage
that arises in connection with your property during a period of insurance.
You only need to contact us about your insurance, and we will arrange everything with the authorised insurer on
your behalf.
Governing law
Unless we have agreed otherwise with you, this insurance is governed by English Law and all communications will be
in English.
Rights of third parties

The contract of insurance is between you and the authorised insurer. Nobody else has any rights relating to this
contract, including under the Contract (Rights of Third Parties) Act 1999.
Our authority
So that this document can be accepted as evidence of your contract of insurance, the authorised insurer has entered
into an agreement with us to allow an Authorised Underwriter of ours to issue this document on their behalf.
Guide to your Landlord Insurance Cover 1
Contents
Guide to your Landlord Insurance Cover
2 Your cover at a glance
4 Landlord Insurance definitions
8 Claims
11 Keeping your policy up to date
13 Section 1: Buildings
20 Section 2: Contents
27 Section 3: Liability
29 General Exceptions to your Landlord Insurance Cover
31 General Conditions to your Landlord Insurance Cover
37 Extra Conditions applicable to your Landlord Insurance Cover (Endorsements)
Guide to your Landlord Emergency Cover - Optional Policy Upgrade (included as standard on Platinum)
38 About your Landlord Emergency Cover
Guide to your Landlord Legal Protection - Optional Policy Upgrade (included as standard on Gold
and Platinum)
48 About your Landlord Legal Protection
Comments and complaints
61 How to make a complaint
Privacy and Security Statement
62 Confidentiality and disclosure of your data
2 Guide to your Landlord Insurance Cover
Your cover at a glance

Types of cover
Your Landlord Policy Schedule will show you the type of cover you have chosen.
The types of cover available with Landlord Insurance are listed below, with short explanations to help you understand
whether the cover is suitable for your needs.
General conditions and general exceptions always apply. Extra conditions only apply if they appear in your Landlord
Policy Schedule.
Buildings cover
This is suitable for customers who need cover for loss of or damage to buildings as a result of a cause listed in Section
1 (a buildings insured risk).
Contents cover
This is suitable for customers who need cover for loss of or damage to contents as a result of a cause listed in Section
2 (a contents insured risk).
Landlord Emergency Cover

This is suitable for customers who need cover if specified events (set out in the ‘Guide to your landlord emergency
cover’ on pages 38 to 47) cause an emergency in the property. The cover helps arrange and pay for work to be carried
out to make a temporary repair of the damage.
Landlord Legal Protection

This is suitable for customers who need cover for the costs of appointing solicitors to deal with certain types of legal
disputes (as set out in the policy wording).
Duration of the cover

The duration of cover for buildings and contents, and any upgrades you have chosen, is shown in your Landlord Policy
Schedule and will not be more than 12 months. This cover will automatically be renewed unless:
y you are no longer entitled to the cover, or

y you tell us that you do not want to renew the cover.
Landlord Legal Protection and Landlord Emergency Cover apply for up to 12 months from the date you added them
to your policy until your policy is renewed or cancelled. This cover will automatically be renewed when your policy is
renewed, unless you tell us otherwise.
Your level of cover

We know that everyone’s insurance needs are different, so we offer three levels of cover for you to choose from –
Admiral, Gold and Platinum. Each level of cover provides a different package of policy benefits as standard.
You can change your level of cover but cannot mix and match levels. For example, you can’t choose Platinum cover for
buildings and Gold cover for contents.
If you have more than one property, you can choose different levels of cover for each property. For example, you can
choose a Platinum buildings and contents policy for one property and a Gold contents policy for the other.
Your cover at a glance (cont.)
How your policy works

Within the policy sections, we’ve included a guide to show whether policy benefits are included as standard, are
optional, or are not available with the level of cover you have chosen. The tables in the policy sections indicate this
with the following symbols.
Included Optional Not Included
Below is an example of how the tables in individual sections will be set out.
PLATINUM
ADMIRAL
What is covered What is not covered
GOLD
This part of the tables gives detailed This part of the table specifies what is not
information on the insurance provided and included in your policy.
must be read with ‘What is not covered’ (to
the right).
Your Landlord Policy Schedule will show the level of cover you have, any optional cover you have chosen, your cover
limits and excesses, and any extra conditions that might apply.
IMPORTANT
General conditions and general exceptions, set out on pages 29 to 36, apply to all sections of your policy.
Landlord Insurance definitions

When the following words appear in bold in this policy booklet, they will have the meaning shown below.
Accidental breakage
Sudden, unexpected and visible breakage which has not been caused deliberately.
Accidental damage
Sudden, unexpected and visible loss or damage which has not been caused deliberately.
Authorised insurer
Admiral Insurance (Gibraltar) Limited, 1st Floor, 24 College Lane, PO Box 575, Gibraltar, GX11 1AA. Admiral Insurance
(Gibraltar) Limited underwrites this policy.
Admiral Insurance (Gibraltar) Limited is licensed and regulated by the Gibraltar Financial Services Commission under
the Financial Services (Insurance Companies) Act 1987 of Gibraltar.
Buildings
Your property and its permanent fixtures and fittings which are owned by you, including the following.
y Central-heating systems, fuel-storage tanks, drains, permanently connected pipes and cables, service tanks and
septic tanks
y Permanently installed wind turbines, solar panels, electric-vehicle charging points, ground-source-heating pumps,
hot tubs and swimming pools
y Drives, decking, fences, garden walls, gates, hard tennis courts, paths, patios and terraces
Contents
Household goods, aerials and satellite dishes, domestic gardening equipment, kitchen and sanitary fixtures and
fittings, kitchen appliances, televisions, carpets and furnishings that are in the property and that you own or are
legally responsible for, except for the following.
y Personal belongings and pedal cycles

y Money and credit cards
y Securities, (financial certificates such as for shares and bonds), certificates and documents
y High-risk items
y Any property, item or office equipment held or used for any business purpose other than renting out
your property
y Motorised vehicles
y Oil
y Any living creature, including livestock and pets
y Items the tenant owns or is responsible for
y Any part of the buildings
Domestic staff
Anyone you employ to manage your property, carry out general maintenance and cleaning, collect rent, act as
caretaker or maintain the grounds.
EUI Limited
EUI Limited, Ty Admiral, David Street, Cardiff, CF10 2EH. EUI Limited is authorised and regulated by the Financial
Conduct Authority (FCA registration number 309378). EUI Limited arrange and manage this policy.
Landlord Insurance definitions (cont.)
Excess
The amount you must pay towards any claim. Your excesses are shown on your Landlord Policy Schedule.
Heave
The ground beneath the buildings moving upwards as a result of the soil expanding.
High-risk items
y Any collectible articles which are rare or unusual
y Musical instruments or audio-visual, photographic or sporting equipment
y Computers, laptops, mobile phones, tablets and electronic notebooks
y Jewellery, watches, clocks, pearls, precious metals or precious stones
y Pictures, prints or works of art
y Stamp, coin or other collections
Landslip
Sloping ground collapsing or sliding downwards.
Lived in
Your property is considered to be lived in when:
y it is furnished for normal living purposes; and

y your tenant stays there overnight.
IMPORTANT
If your property is not lived in, your cover may be restricted or you could be left without cover. Please see
general condition 12 (Property not lived in) for more information.
Money
Current legal tender (bank notes and coins currently accepted as payment), cheques, postal or money orders, postage
stamps, savings stamps, savings certificates or bonds, travel tickets, luncheon vouchers, phone cards, mobile-phone
vouchers, reward vouchers and tokens, or gift cards and tokens, held for personal or charitable purposes.
Motorised vehicle
Any vehicle that is electrically or mechanically powered or assisted, whether or not it is licensed to be used on the
road, including (but not limited to) caravans, trailers, aircraft and watercraft, and its keys, parts and accessories.
Office equipment
Computers, keyboards, monitors, printers, fax machines, photocopiers, fixed phones (not mobile phones) and office
furniture, except any item held as stock.
Period of insurance
The length of time you are covered by this insurance, as shown in your current policy documents.
Policy documents
Your policy documents are as follows.
y The most recent version of your Landlord Policy Schedule. This shows the sections of the policy you have chosen,
the limits and excesses that apply if you make a claim, and any extra conditions (endorsements) that apply
y The most recent version of your Landlord Proposal Confirmation or Landlord Renewal Confirmation. These show
the details you provided when you took out the insurance
y This policy booklet and all amendments set out in the ‘Important information about your Landlord Insurance’ we
send you at renewal.
Property
The main building which you rent out at the address shown in your policy documents, and its garages, sheds or
outbuildings, all within the boundaries of the address shown in your policy documents, which is used for private and
domestic purposes only. If more than one property is insured, each will have its own policy documents.
Settlement
The ground moving downwards as a result of the soil being compressed by the weight of the buildings within 10 years
of them being built.
Storm
Wind with gusts of at least 48 knots (55mph), heavy rainfall at a rate of at least 25mm per hour, snow to a depth of at
least 30cm in 24 hours, or hail that causes damage to hard surfaces or breaks glass.
Subsidence
The ground beneath the buildings moving downwards, other than by settlement.
Tenancy agreement
A tenancy agreement is a contract between the tenant and you or your appointed letting agent. A written tenancy
agreement must be in place for your property, unless we agree otherwise.
Tenant
Any person named as a tenant in the tenancy agreement, and any member of their family who is living in the
property.
Territorial limits
Great Britain, Northern Ireland, the Isle of Man and the Channel Islands.
Unoccupied
Your property is unoccupied if it is not lived in for more than the ‘Days unoccupied limit’ shown in your Landlord
Policy Schedule.
IMPORTANT
When your property has not been lived in for more than the ‘Days unoccupied limit’, we consider your
property unoccupied from the first day that it was not lived in.
You must tell us as soon as you know that your property is not going to be lived in for more than the ‘Days
unoccupied limit’. If you don’t, you could be left without cover.
We
EUI Limited.
You
Any person or business named as policyholder or joint policyholder on the most recent policy documents.
Claims
Making a Landlord Insurance Claim
Your Landlord Policy Schedule shows the sections of the policy you have chosen.
To make a Landlord Insurance claim you can:
y call our Claims Department on 0333 234 9968

y call from abroad on +44 2920 601 294, or
y go through ‘My Account’ on our website.
If you want to make a claim for Landlord Emergency or Landlord Legal Protection, see the relevant sections of
this booklet.
Am I covered?
Check your current policy documents and ‘Guide to your Landlord Insurance cover’ to see your level of cover and
make sure your lost or damaged property is insured. Also check if any extra conditions (endorsements) or limits apply
to your current policy and the excess you will have to pay.
What else do I need to do?

If your claim relates to any theft or attempted, or loss of or damage to your contents or your property as a result of
civil commotion, a malicious act, riot, strikes or vandalism, you must report the matter to the police and get a crime
reference number from them.
What information do I need to provide when making a claim?

y Your personal details, including your policy number, so we can confirm your identity
y The date and time of the incident that caused the loss or damage, and details of that incident
y Details of the loss or damage, including the value (if you know this)
y Details of any person responsible for the incident and any injured person, the contact details for any witness and
the crime reference number (if appropriate)
If you claim for something under this policy which is also covered by other insurance, you must give us full details of
the other policy. We will only pay our share of any claim.
What happens next?

We will try to settle your claim as quickly as possible. We may appoint a firm of loss adjusters to act on our behalf to
assess your claim. A claim may take longer to settle if a lot of people have been affected at once (for example, due to
civil commotion, storm or flood). Complicated claims such as subsidence claims may also take more time to settle.
Your responsibilities
As well as the individual sections you are covered under, it is important that you also read the general conditions on
page 31 and the general exceptions on page 29.
You must pay the excess shown in your policy documents for each claim we accept.
Fraud
Insurance fraud (for example, providing false or misleading information in connection with a claim) is a crime. It
increases premiums for everyone, and we are committed to protecting our customers against fraud and its effects.
We will take action to detect and prevent fraud. The action could include reporting the matter to the police. Please
see general condition 9 (Fraud and misrepresentation) for more information.
Claims (cont.)
Basis for settling claims

We may ask you for more information to support your claim, such as:
y a tenancy agreement, inventory reports, tenant reference checks, proof of tenant deposit, and utility bills
y original receipts, invoices or valuations dated before the item was insured, and
y warranties, instruction booklets, photographs or details where and when an item was purchased.
Do not get rid of a damaged item (unless it could cause harm) as it could help us settle your claim faster. If you do not
provide everything we need, it could mean we do not pay your claim or we reduce the amount you can claim for.
IMPORTANT
Please check your Landlord Policy Schedule as you may need to pay more than one excess for a claim.
Compulsory buildings excess and compulsory contents excess

These excesses apply for all buildings or contents claims, unless they are replaced by the claims cause excess
(see below).
Claims cause excess

If a claim was caused by one of the claims causes listed in your Landlord Policy Schedule, we will charge either
the compulsory excess or the claims cause excess, whichever is more.
Voluntary excess
This is the excess you chose when arranging cover. You can choose a voluntary excess to be added to the
compulsory excess (or claims cause excess) and pay the total, before we will deal with your claim.
If the item your claim relates to is insured under both section 1 (Buildings) and section 2 (Contents), the
excess we apply when we settle the claim will be based on the overall nature of your claim. If the overall
nature of your claim is both buildings and contents, the higher excess will always apply.
Your claim may also be covered under Landlord Emergency Cover (if you have chosen this option). For example,
a leak from your toilet could be covered under Landlord Emergency Cover, where no excess applies. Please
check your Landlord Emergency policy.
How we will settle your claim
Section 1 (Buildings)
We will pay up to the sum insured shown on your Landlord Policy Schedule for the cost of rebuilding, repairing or
replacing any damaged part of your buildings covered under this policy.
We will decide how to settle your claim. If we decide not to rebuild or repair the damage, we will pay either:
y the amount by which the property has reduced in value because of the damage, or
y the estimated cost of repair whichever is lower.
We will not take any amount off the claim payment to account for wear and tear, as long as:
y your buildings were in a good state of repair when the damage happened, and
y the necessary work is carried out as soon as reasonably possible.
Claims (cont.)
Section 2 (Contents)
We will decide to either:
y repair the item

y restore the item (for example, use professional cleaners for carpets)
y pay the cost of repairing the item
y replace the item as new, or
y pay in cash or vouchers up to the amount we could repair, restore or replace the item for.
The most we will pay for any one claim under section 2 is the contents sum insured shown in your Landlord Policy
Schedule, unless the section states a maximum limit that will apply.
We will not reduce the sum insured after a claim, as long as all replacements and repairs are made.
All sections
If you do not tell us about any mistakes in or changes to the details in your policy documents, we may reduce the
claims settlement proportionately, as set out in the example below, or even refuse to pay your claim at all.
For example, if the details you provided when arranging cover are incorrect, meaning the premium you paid was only
75% of what it should have been, we will pay no more than 75% of your claim.
IMPORTANT
Each individual item from a matching set or suite of items (such as a bathroom suite, a fitted kitchen, an area
of wall tiles, floor coverings or a furniture set) is considered to be a single item. We will not pay for the other
items in the set.
If we ask you to, you must give us the undamaged parts of the set or suite when the claim is settled.
Our responsibilities
We will not pay for any reduction in the market value of your property as a result of rebuilding, repairing or replacing
any damaged part of your buildings due to an incident covered under this policy.
We will not reduce the sum insured after a claim, as long as all necessary work has been carried out.
We will not pay any extra cost to change, extend or improve your buildings in any way.
Our liability under section 3 (Liability) is limited to the maximum amount shown in your policy documents for each
period of insurance, no matter how many claims are made.
Keeping your policy up to date

Your policy documents show the information you have given us. It is important that you tell us if any of the
information is wrong or if the details change during the period of insurance.
If any details need to be corrected or changed, we will work out any difference in premium from the date you should
have told us about the correction or change (even if this was in a previous period of insurance).
For example, if you change address, make alterations to your property or are convicted of a crime, this could also
mean that:
y the terms of your insurance cover will change, or

y we are no longer able to provide cover.
IMPORTANT
If you do not tell us about any corrections or changes, this could mean that we do not pay your claim, we
reduce the amount you can claim for, or we declare your policy void (consider it to have never existed).
You must keep the following details up to date during the period of insurance:
1. Please tell us about the following beforehand.

y If you are changing your address for correspondence
y If you intend to live in your property
y If you will no longer be the legal owner of your property
y If you intend to use your property for business purposes
y If you intend to do any building work or renovations inside or outside your property (except routine maintenance
and decorating)
y If the number of bedrooms or bathrooms in your property will change

y If your property will no longer be used for private and domestic purposes only.
2. Please tell us immediately if any of the following happen.

y You are convicted of, have been charged with or are waiting to hear about being charged with a criminal offence
y The condition of your property deteriorates so as to increase the risk of loss or damage
y You need to add, remove or change your joint policyholder
y You become aware that your property is not going to be lived in for longer than the ‘Days unoccupied limit’
shown in your policy documents
y The number of tenants changes

y The type of tenancy agreement specified in your policy documents changes
y The type of tenant living in your property changes (for example, from employed tenants to student tenants)
y You or your tenant have to pay business rates for any part of the property
y Any part of your property is sublet or split into bedsits, or your property is not lived in and you have no intention
to rent it out again.
Keeping your policy up to date (cont.)
IMPORTANT
It is important to let us know immediately if the number of tenants or the type of tenant changes during the
period of insurance.
3. Please tell us about the following when you renew your insurance.
y Any changes to the details in your policy documents
y If you have been declared bankrupt or, in Scotland, sequestrated (if ‘declared bankrupt or received an IVA’ is shown
in your policy documents)
y If you have entered into an IVA (Individual Voluntary Agreement) or trust deed to pay off debts from a credit
agreement (if ‘declared bankrupt or received an IVA’ is shown in your policy documents)
Adequate cover protection

At the start of the policy and at each renewal you must make sure that the cover you have is enough to cover
the following.
y The ‘Rebuild cost’ of your buildings, as shown in your Landlord Proposal Confirmation
y The total value of all your contents as new
You must tell us about any changes that affect these amounts.
Inflation protection
y To help protect the rebuild cost from the effects of inflation, we will increase it in line with the House Rebuilding
Cost Index of the Royal Institute of Chartered Surveyors, or any other suitable index, when we set your
renewal premium.
y To help protect your contents from the effects of inflation, we will increase the amount of cover in line
with the consumer durables section of the Retail Price Index, or any other suitable index, when we set your
renewal premium.
Section 1: Buildings
The section only applies when shown on your Landlord Policy Schedule.
Please check your Landlord Policy Schedule for details of your chosen level of cover, the cover limits and details of the
excess that will apply for each claim.
Causes 1 to 13 in the table below (the buildings insured risks) are included as standard with all levels of cover.
1) Fire, lightning, explosion or earthquake. Loss or damage caused by:

y cigarette or tobacco burns, or
y scorching, melting, warping or other forms of heat damage caused
without flames.
2) Smoke. Loss or damage caused by smog, air pollution, volcanic ash, or agricultural or
industrial work.
3) Riot and civil commotion.
4) Collision involving any: Loss or damage caused by pets or pests (see general exception 20, Pests).
y vehicle
y aircraft (including flying objects) and
anything falling from them, or
y animal.
5) Falling trees and branches. Loss or damage caused during tree maintenance.
The cost of removing fallen trees or branches that have not caused damage
to the buildings.
The cost of removing any part of the tree remaining below ground, or
restoring the site or damage to hedges, gates or fences.
6) Falling television and radio aerials Loss of or damage to hedges, gates or fences, or to the aerials, fittings,
(including satellite dishes), and their satellite dishes and masts themselves.
fittings and masts.
(These items may be covered under Section 2, Contents.)
7) Storm and Flood. Loss or damage caused to any:
IMPORTANT y gate, fence or hedge, or

Please check your policy documents for the y unfinished alterations or extensions.
claims cause excess for flood. Loss or damage caused by rising ground-water levels.
Please see the definition of storm, the Loss or damage caused by subsidence, heave or landslip resulting from
general exceptions and general condition 3 in storm or flood.
this booklet.
Section 1: Buildings (cont.)
8) Theft and attempted theft. Loss or damage caused:

y by your tenant
y by you or your family, your domestic staff or any other person lawfully
in your property, unless force and violence was used to enter it
9) Vandalism and malicious acts.
y while your property is not being lived in, unless the requirements of
general condition 12 (Property not lived in) have been met, or
y while your property is unoccupied.
10) Water escaping from any: Loss or damage caused to:

y fixed water tank y the fixed domestic-water or central-heating system, or the domestic
y water pipe appliance itself, or to any drains and pipes, or
y fixed central-heating system, or y to solid floors as a result of infill materials settling, swelling or shrinking
due to the escape of water.
y domestic appliance.
Loss or damage caused while your property:
y is not being lived in, unless the requirements of general condition 12
(Property not lived in) have been met, or
y is unoccupied.
Loss or damage caused by:
y water overflowing as a result of any taps being left on (this may be
covered under ‘Tenant damage to buildings’)
y faulty, failed or inadequate grout or sealant
y water escaping from external pipes that are above ground
y water escaping from pipes or plumbing that are not properly lagged, or
y subsidence, heave or landslip resulting from the escape of water.
11) A
ccidental damage to underground The cost of clearing blockages from pipes and drains if there is no damage to
drains, pipes, cables and tanks. the pipe or drain itself.
12) Oil escaping from any: Loss or damage caused while your property:
y fixed central-heating oil tank, or y is not being lived in, unless the requirements of general condition 12
y domestic heating appliance. (Property not lived in) have been met, or
y is unoccupied.
Loss or damage caused by oil escaping from:
y a plastic single-skin storage tank that does not meet current pollution
regulations in your area or is outside its manufacturer’s guarantee
y a decommissioned or abandoned oil tank
y external pipes that are above ground, or
y pipes that have not been properly lagged.
Loss or damage caused as a result of necessary repairs or maintenance work
identified in the most recent inspection of the oil tank and pipes not being
carried out.
Loss or damage caused to the fixed central-heating oil tank or heating
appliance itself.
13) S
ubsidence, heave and landslip. Loss or damage caused by:
IMPORTANT y settlement, consolidation (soil changing in volume because of a change

in pressure), shrinkage or ground being compacted
Please check your policy documents for the
claims cause excess for subsidence. y thermal movement (expansion and contraction caused by heat and cold)
y the action chemicals have on or with any materials forming part of the
buildings
y coastal or river erosion, or
y demolition or structural changes or repairs to your property.
Loss of or damage to solid floor slabs or from them moving, unless the
foundations of your property are damaged as well.
Loss of or damage to any part of the buildings unless your property is
damaged as well.
Loss or damage that is covered under a guarantee or an NHBC Certificate.
The following policy benefits are only available if they are included with the level of cover you have chosen. Please
check your Landlord Policy Schedule to confirm your level of cover, and the most we will pay for any one claim.
PLATINUM
ADMIRAL
GOLD
Locks and keys Replacing locks or keys if your tenant does
Replacing and installing locks and keys to: not return the keys at the end of the tenancy
agreement.
y the external doors of your property, and
y safes in your property,
if the keys are lost or stolen.
This cover is included under both Section 1 (Buildings)
and Section 2 (Contents). If both sections are in force,
we will only pay under one section.
Site clearance and building fees Any fees for preparing your claim.
When dealing with a claim for loss or damage due to a Any costs you agree without our permission.
buildings insured risk, we will pay the following.
y Architects’, surveyors’ and consulting engineers’
fees
y Legal fees
y The cost of clearing debris from the site
y The cost of demolishing or supporting the buildings
y The cost of keeping to government or local-
authority requirements
PLATINUM
ADMIRAL
GOLD
Alternative accommodation and loss of rent Any costs that arise once your property is fit
If your property is not fit to live in due to loss or to be lived in again.
damage resulting from a buildings insured risk, we will Any costs associated with keeping livestock.
pay either:
Any loss when your property is not lived in,
y the amount of rent that you will no longer receive, unless, at the time of the incident giving
or rise to the damage, there was a tenancy
y the reasonable cost of temporary accommodation agreement signed by a tenant who would be
for your tenants and their pets while your property moving in.
is being repaired
Any costs you agree without our permission.
IMPORTANT
By ‘reasonable cost’ we mean that the amount we pay for temporary accommodation will take account of all of the
circumstances of the claim, including your needs, the length of time the temporary accommodation is needed for, and the
cost of other suitable accommodation available locally.
Emergency access
Damage caused to your buildings or garden as a result
of emergency services having to force entry into your
property due to a medical emergency or to prevent
damage to your property.
Frost damage to plumbing Loss of or damage to:

Damage to any part of the pipes and plumbing inside y plumbing that is outside or in a garage or
your property as a result of freezing. outbuilding, or
y the fixed domestic-water or central-
heating system itself as a result of
something other than freezing.
Loss of damage caused while your property:
y is not being lived in, unless the
requirements of general condition 12
y is unoccupied.
Sale of property Loss or damage occurring more than 90 days

before the sale completes.
If you sell your property, and between the date you
exchange contracts and the date the sale completes
the buildings are damaged due to any buildings insured
risk, cover will be provided for the person buying your
property.
PLATINUM
ADMIRAL
GOLD
Trace and access Loss of or damage to your tanks, pipes, fixed
The cost of removing and replacing any part of the water or heating systems themselves.
buildings to find the source of a water or oil leak from
any tank, pipe, or fixed water or heating system if the
buildings are damaged due to any buildings insured risk,
or by frost damage to your plumbing.
Unauthorised use of electric, gas and water Loss or damage when all steps to end the
The cost of metered electricity, gas or water used unauthorised occupation of your property
by people occupying your property without your are not taken.
permission.
Theft or attempted theft by the tenant
Tenant breakage of glass and sanitary fixtures
Tenant damage to buildings

Your Landlord Policy Schedule will show the level of cover you have and any optional cover you have chosen.
Theft or attempted theft by the tenant, tenant breakage of glass and sanitary fixtures and tenant damage to
buildings are only available if they are included with the level of cover you have chosen. Please check your Landlord
Policy Schedule to confirm your level of cover and the most we will pay for any one claim.
PLATINUM
ADMIRAL

GOLD
Theft or attempted theft by the tenant Any amount that can be recovered, by law, from
Loss of or damage to your buildings caused by the tenant
theft or attempted theft by your tenant. Loss or damage caused while your property:
y is not being lived in, unless the requirements
of general condition 12 (Property not lived in)
have been met, or
y is unoccupied.
Loss or damage caused by you or your family, your
domestic staff, or any other person lawfully in
your property, unless force and violence was used
to enter it.
PLATINUM
ADMIRAL
GOLD
I) Tenant breakage of glass and sanitary For all claims
fixtures Any amount that can be recovered, by law, from
Accidental breakage of the following by you or the tenant.
your tenant, or loss of or damage to the following
caused by the vandalism or malicious acts of your
tenant. y is not being lived in, unless the requirements
y Fitted glass in windows, doors, fan lights, have been met, or
skylights and solar panels
y is unoccupied.
y Sanitary fixtures (washbasins, sinks, toilets,
shower trays, shower screens, baths and bidets) For accidental breakage
y Ceramic hobs which form part of a fitted Loss of or damage to window frames, solar-panel
kitchen frames, door frames or casings.
Loss or damage caused:
y as a result of alterations or extensions to the
buildings
y by demolition
y by pets, through chewing, scratching, tearing,
fouling or vomiting, or
y by pests (see general exception 20, Pests).
For vandalism and malicious acts

y you or your family, your domestic staff or any
other person lawfully in your property, unless
force and violence was used to enter it, or
y illegal activities, unless the requirements of
general exception 2 (Illegal activity) have
been met.
PLATINUM
ADMIRAL
GOLD
II) Tenant damage to buildings For all claims
Accidental damage to your buildings by you or Any amount that can be recovered, by law, from
your tenant. the tenant.
Loss or damage caused to your buildings by the Loss or damage caused while your property:
vandalism or malicious acts of your tenant.
have been met, or
y is unoccupied.
For accidental damage

Loss or damage caused:
y as a result of alterations or extensions to the
buildings
y by demolition
y by pets, through chewing, scratching, tearing,
fouling or vomiting, or
y by pests (see general exception 20, Pests).
y water entering the property, other than as a
result of storm or flood
y electrical breakdown or failure
y subsidence, heave, landslip, thermal
movement, settlement or shrinkage, or
y the action chemicals have on or with any
materials forming part of the buildings.
Loss or damage which is specifically not covered
under Section 1, Buildings.
Any cost of maintenance and normal decorating.
For vandalism and malicious acts

y you or your family, your domestic staff or any
other person lawfully in your property, unless
force and violence was used to enter it, or
general exception 2 (Illegal activity) have
been met.
IMPORTANT
Details of the excess you will have to pay for any claim under I) Tenant breakage of glass and sanitary fixtures or II) Tenant
damage to buildings are shown in your policy documents.
Section 2: Contents
This section only applies when shown in your Landlord Policy Schedule.
Please check your Landlord Policy Schedule for details of your level of cover, the cover limits and details of the excess
that will apply to each claim.
Causes 1 to 12 in the table below (the contents insured risks) are included as standard with all levels of cover.
1) Fire, lightning, explosion and earthquake. Loss or damage caused by:
y cigarette or tobacco burns, or
y scorching, melting, warping or other forms of heat damage caused
without flames.
2) Smoke. Loss or damage caused by smog, air pollution, volcanic ash, or agricultural or
industrial work.
3) Riot and civil commotion.
4) Collision involving any: Loss or damage caused by pets or pests (see general exception 20, Pests).
y vehicle
y aircraft (including flying objects) and
anything falling from them, or
y animal.
5) Falling trees and branches. Loss of or damage to the trees or branches themselves.
6) Falling television and radio aerials Loss of or damage to the aerials, fittings, satellite dishes and masts
(including satellite dishes), and their themselves.
fittings and masts.
7) Storm and Flood. Loss or damage caused by rising ground-water levels.
IMPORTANT Loss or damage caused to radio or television aerials or satellite dishes.

Please check your policy documents for the
claims cause excess for flood.
8) Theft and attempted theft. Loss or damage to contents in your garage, shed or outbuildings, or kept in
the open on the land your property stands on.
(This may be covered under ‘Theft from garages and outbuildings’ or ‘Garden
contents’ (or both) if you chose these options.)
9) Vandalism and malicious acts.
y is unoccupied.
y your tenant, or
y you or your family, your domestic staff or any other person lawfully in
your property, unless force and violence was used to enter it.
Section 2: Contents (cont.)
10) Water escaping from any: Loss or damage caused by:

y fixed water tanks y water overflowing as a result of any taps being left on (this may be
y water pipes covered under ‘Tenant damage to contents’
y fixed central-heating system, or y faulty, failed or inadequate grout or sealant

y domestic appliance. y water escaping from external pipes that are above ground, or
y water escaping from pipes or plumbing that are not properly lagged.
(Property not lived in) have been met; or
y is unoccupied.
11) Oil escaping from any: Loss or damage caused while your property:
y fixed central-heating oil tank, or y is not being lived in, unless the requirements of general condition 12
y domestic heating appliance. (Property not lived in) have been met, or
y is unoccupied.
12) S
ubsidence, heave and landslip. Loss or damage caused by:
y settlement, consolidation (soil changing in volume because of a change
in pressure), shrinkage or ground being compacted
y thermal movement (expansion and contraction caused by heat and cold)
y coastal or river erosion, or
y demolition or structural changes or repairs to your property.
The following policy benefits are only available if they are included with the level of cover you have chosen. Please
check your Landlord Policy Schedule to confirm your level of cover and the most we will pay for any one claim.

PLATINUM
ADMIRAL

GOLD
Locks and keys Replacing locks or keys if your tenant does

Replacing and installing locks and keys to: not return the keys at the end of the tenancy
agreement.
y the external doors of your property, and
Theft or loss of keys.
y safes in your property
Repairing locks on the external doors of your
if the keys are lost or stolen.
property if you have a separate insurance
This cover is provided under both Section 1 (Buildings) policy covering theft or loss of keys.
and Section 2 (Contents). If both sections are in force,
we will only pay under one section.
PLATINUM
ADMIRAL
GOLD
Alternative accommodation and loss of rent Any costs that arise once your property is fit to
If your property is not fit to live in due to loss of or be lived in again.
damage to contents resulting from a contents insured Any costs associated with keeping livestock.
risk, we will pay either:
Any loss when your property is not lived in,
y the amount of rent that you will no longer receive, unless, at the time of the incident giving rise to
or the damage, there was a tenancy agreement
y the reasonable cost of temporary accommodation signed by a tenant who would be moving in.
for your tenants and their pets while your
Any costs where a claim for alternative
property is being repaired.
accommodation or loss of rent has already
We will also pay for the temporary storage of your been paid under the Buildings section of this
contents if they are at risk. policy.
Any costs you agree without our permission.
IMPORTANT
By ‘reasonable cost’ we mean that the amount we pay for temporary accommodation will take account of all of the
circumstances of the claim, including your needs, the length of time the temporary accommodation is needed for, and the
cost of other suitable accommodation available locally.
Loss of metered water and oil Loss or damage caused while your property:
The cost of metered water or domestic-heating oil y is not being lived in, unless the
after accidental damage to the pipes and equipment requirements of general condition 12
that provide these to your property. (Property not lived in) have been met, or
y is unoccupied.
Theft from garages and outbuildings Loss or damage caused:

Theft or attempted theft of your contents which are y by you and your family, your domestic
kept locked in your garage, shed or outbuildings on staff, your tenant or anyone lawfully in
the land your property stands on. your property, or
y while your property is unoccupied.
Garden contents Loss or damage caused:

Loss of or damage to your contents due to causes y while your property is unoccupied, or
1 to 12 (except cause 7) under Section 2 (Contents)
y by theft or attempted theft from a motor
while they are kept in the open on the land that your vehicle.
property stands on.
Garden plants Loss or damage caused:

Damage to trees, shrubs, plants and lawns while in the y while your property is unoccupied
open on the land that your property stands on.
y by storm or flood, or
y by oil escaping.
PLATINUM
ADMIRAL
GOLD
Contents temporarily removed Loss of or damage to:
Accidental loss of or damage to your contents while y china, glass, earthenware or other fragile
they are being moved, by a professional removals items, unless they were packed by
company, from your current property to a new professional packers, or
property, or to temporary storage or a purpose-built
y any contents not previously kept in your
storage facility, including while being stored there for property.
up to seven days.
Loss or damage caused by theft or attempted
theft, unless force and violence was used to get
in or out.
Theft or attempted theft by the tenant
Tenant damage to contents
Your Landlord Policy Schedule will show the level of cover and any optional cover that you have chosen.
Theft or attempted theft by the tenant and tenant damage to contents are only available if they are included with
the level of cover you have chosen. Please check your Landlord Policy Schedule to confirm your level of cover and the
most we will pay for any one claim.
PLATINUM
ADMIRAL
Theft or attempted theft by the tenant Any amount that can be recovered, by law from the GOLD
Loss or damage to your contents caused by theft tenant.
or attempted theft by your tenant. Any amount that exceeds the limit for theft from
garages and outbuildings, as shown in your policy
documents.
have been met, or
y is unoccupied.
Loss or damage caused by you or your family, your
domestic staff, or any other person lawfully in the
property, unless force and violence was used to
enter it.
PLATINUM
ADMIRAL
GOLD
Tenant damage to contents For all claims
I) Audio-visual equipment Any amount that can be recovered, by law, from
the tenant.
Accidental damage caused to non-portable
electrical items by you or your tenant, or loss or Loss or damage caused while your property:
damage caused to non-portable electrical items by
the vandalism or malicious acts of your tenant. of general condition 12 (Property not lived in)
have been met, or
y is unoccupied.
Loss of or damage to portable items, including:
y handheld games consoles, radio transmitters,
hearing aids, cameras, video cameras and
satellite navigation systems, and
y software or downloaded content, records
and discs (including CDs, DVDs and computer
games).
Loss or damage caused by dismantling, adjusting
or repairing any equipment, through misuse, or
by failing to use the equipment in line with the
manufacturer’s instructions.

Loss or damage:
y due to electronic breakdown or failure
y that arises while the item is temporarily
removed from your property
y caused by pets, through chewing, scratching,
tearing, fouling or vomiting, or
y caused by pests (see general exception 20,
Pests).
For vandalism or malicious acts

general exception 2 (Illegal activity) have been
met, or
y you or your family, your domestic staff, or any
other person lawfully in the property, unless
force and violence was used to enter it.
PLATINUM
ADMIRAL
GOLD
II) Mirrors or glass For all claims
Accidental breakage of the following by you or Any amount that can be recovered, by law, from
your tenant, or loss of or damage to the following, the tenant.
caused by the vandalism or malicious acts of your
tenant.
y Fixed glass in furniture
y Plate-glass tops to furniture have been met, or
y Ceramic hobs in your property y is unoccupied.
Loss of or damage to fixtures and fittings. (These
may be covered under Section 1, Buildings.)

Loss or damage:
Pests).

met, or
PLATINUM
ADMIRAL
GOLD
III) Contents For all claims
Accidental damage caused to contents by you Any amount that can be recovered, by law, from
or your tenant, or loss of or damage to contents the tenant.
caused by vandalism or malicious acts by your
tenant.
have been met, or
y is unoccupied.

Loss or damage:
y to food, drink or plants, or
y caused to the inside of watches and clocks.
Loss or damage:
Pests).

met, or
IMPORTANT
Details of the excess you will have to pay for any claim under Theft or attempted theft by the tenant or
Tenant damage to contents are shown in your policy documents.
Section 3: Liability
This section only applies when shown in your Landlord Policy Schedule.
Please check your Landlord Policy Schedule for details of your level of cover and the cover limits. There is no excess
for claims for liability.
PLATINUM
ADMIRAL
GOLD
Property owner’s liability Any liability for:
Amounts you legally have to pay, as the owner y the death of or physical injury to you, your family
of the property, for: or your domestic staff, or
y the accidental death of or physical injury to y damage to belongings that you, your family or
any person, or your domestic staff own or are responsible for.
y accidental loss of or damage to property. Any liability resulting directly or indirectly from you
Amounts you legally have to pay for your or your family being treated for or passing on any
liability, as the previous owner of any private disease or virus.
property, under section 3 of the Defective Any liability arising from any profession,business or
Premises Act 1972 or section 5 of the Defective employment, except for renting out your property.
Premises (Northern Ireland) Order 1975.
Any liability arising from you owning or using a lift or
any motorised vehicle.
Section 3: Liability (cont.)
PLATINUM
ADMIRAL
GOLD
Liability to your domestic staff Any liability for:
Your liability as a result of accidental bodily y the death of or bodily injury to you, any member
injury, illness or disease of any person who you of your family or anyone else permanently living
employ as domestic staff under a contract of with you, or
employment.
y bodily injury resulting from the use of a
(The accidental bodily injury, illness, or disease motorised vehicle.
must have been caused during the period of Any liability arising from:
insurance and while the person was carrying
out work they are employed to do.) y you owning or occupying any land or building,
other than your property, or
y your employment, trade, profession or business,
except for renting out your property.
Any liability resulting directly or indirectly from you
or your family being treated for or passing on any
disease or virus.
Any liability for death or bodily injury caused by any
living creature (other than cats and dogs you or your
family own or are legally responsible for), except for
any dog described as dangerous or allowed to be
dangerously out of control under the Dangerous Dogs
Act 1991 or the Dangerous Dogs (Northern Ireland)
Order 1991 or any subsequent law.
Any liability for damages, legal costs or other costs
awarded by any court, tribunal or other body with no
jurisdiction (authority) in Great Britain and Northern
Ireland.
Any liability for fines, penalties or liquidated
damages (an estimate of unknown or hard-to-define
losses), aggravated damages (damages to provide
compensation for mental distress or hurt feelings),
punitive or exemplary damages (damages to punish
or make an example of the person), or any damages
resulting from multiplying compensation.
IMPORTANT
You must not admit that an incident was your fault.
General Exceptions to your Landlord Insurance Cover

We will not cover you for or be liable for any of the following.
1. War and terrorism

Any loss, damage, cost or expense directly or indirectly caused or contributed to by:
y war, invasion or events similar to war (whether or not war is declared), revolution, rebellion, uprising or
overthrowing of power, or
y any death, injury or damage to property caused by or in the course of an act of terrorism.
An ‘act of terrorism’ means using, or threatening to use, biological, chemical, radioactive or nuclear material, pollution
or contamination for political, religious, ideological or similar purposes, including to:
y influence any government, or

y scare or intimidate the public or any section of the public.
2. Illegal activity
Any loss or damage resulting from the tenant using your property for any illegal activities, unless you or anyone
managing the property on your behalf:
y have checked and recorded proof of ID provided by your tenant

y have received a credit report, from a licensed credit reference agency, showing that your tenant has a satisfactory
credit score
y have recorded the details of your tenant’s bank account, which you have received at least one month’s rent
from, and
y inspect your property at least once every six months and keep a written record of the inspections.
3. Radioactivity
Any loss, damage or legal liability caused by radiation, radioactive contamination or other dangerous properties of
any nuclear device, part or material.
4. Sonic bangs
All loss, damage, injury or legal liability directly or indirectly resulting from pressure waves caused by aircraft or other
flying objects travelling at any speed.
5. Pollution or contamination
Any loss, damage or liability arising from pollution or contamination, unless caused by:
y a sudden, unexpected and identifiable incident, or

y oil leaking from a domestic oil system in your property.
6. Faulty design
Any loss or damage caused by faulty design, inadequate or inaccurate plans or specifications, faulty materials or
poor workmanship.
7. Electronic data and computer virus

We will not pay for any loss, damage or liability caused directly or indirectly by computer viruses or other attacks such
as hacking, malfunction, or the fault of the user.
8. Depreciation
Any loss or reduction in market value after damaged items are repaired or replaced.
General Exceptions to your Landlord Insurance Cover (cont.)
9. Gradual causes
Any loss or damage caused by anything that happens gradually, including wear and tear, wet and dry rot, or damage
due to exposure to sunlight or atmospheric conditions, settlement, mildew, rust or corrosion.
10. Existing damage

Any loss, damage, injury or liability resulting from an event which happened before this policy started.
11. Deliberate act

Any liability arising from, or any loss or damage caused or contributed to by, a deliberate, malicious, illegal or unlawful
act, or any criminal act, by you, a member of your family, anyone managing your property on your behalf, or your
tenant, except that:
y loss or damage caused maliciously or deliberately by your tenant will be covered if cover for vandalism or
malicious acts by the tenant is shown in your policy documents, and
y loss or damage caused by illegal activity will be covered if the requirements in general exception 2 above have
been met.
12. Indirect loss

Any losses not directly associated with the incident that caused the claim, including any costs of preparing your
claim, fees, travel costs, loss of earnings and compensation, unless this policy says otherwise.
13. Confiscation
Any loss, damage or liability due to your belongings being confiscated by an authority.
14. Commercial use

Any loss, damage or liability arising from you using your property for business purposes, other than renting out
your property.
15. Other insurance

If any loss, damage or liability covered by this policy is also covered by any other insurance, we will not pay more than
our share of the claim. You must give us full details of the other policy.
16. Solar flare

Any loss, damage or liability as a result of or contributed to by a solar storm or flare.
17. Agreements
Any liability you or your family have under another contract or agreement you have entered into.
18. Deception
Any loss by deception, unless the deception was used to enter your property.
19. Processes
Any loss or damage caused by mechanical breakdown or due to the process of repairing, restoring, cleaning, washing,
dyeing, altering, maintaining or misusing the item.
20. Pests
Any loss or damage caused by brown or black rats, grey squirrels, house or field mice, wasps or hornets, woodworm
or insects.
General Conditions to your Landlord Insurance Cover

Not keeping to general conditions 1, 2, 3, 5, 8 and 9 could result in you not being able to claim under this policy and
your policy being cancelled.
1. Your duties
The cover in this policy is valid as long as:
y you have kept to all the terms and conditions of the policy, and
y the information you gave at the start of your policy or renewal (as shown in the policy documents), or when
making a claim, is true and complete.
2. Claims procedure
If you or your family are involved in any type of claim or loss, you must:
y tell us about the matter within 48 hours of you discovering it

y give us all the information we reasonably need about the claim, including a crime reference number or loss report
number (if appropriate)
y send us any writ, summons or letters you receive in connection with any claim, as soon as you receive them
y tell us at once if you receive any notice of a prosecution, inquest or fatal inquiry
y tell the police within 24 hours of discovering the loss or if you suspect it involves theft, malicious damage or riot
y co-operate with our investigation, and
y help us take legal action, or defend any legal action, if we ask you to.
You must not:
y try to negotiate the settlement of the claim, unless we have given you our permission in writing
y agree to or run up any costs without our agreement before any work starts
y dispose of or destroy any items that are damaged, until we agree that you can, or
y abandon your property to us.
We are entitled to:
y handle the defence or settlement of any claim on your behalf

y enter your property, if necessary, to recover anything we can and to make sure no further damage happens
y take legal action in connection with a claim, in your name or the name of any person insured on the policy, for our
own benefit
y accept the blame for any accident or claim on your behalf

y exchange information with other people or organisations involved with the claim
y appoint loss adjusters or other experts, inspect damage, and arrange for repairs or replacements, and
y ask you to get estimates for repairs or replacement items.
General Conditions to your Landlord Insurance Cover (cont.)
3. Care of your property

You must maintain your buildings and contents in a good state of repair and take care to prevent any accidents, loss,
damage or injury. If loss or damage does happen, you must take action to prevent further loss or damage, if it is safe
to do so.
You must also keep to all relevant legal requirements and regulations relating to renting out your property, including
those relating to how the property can be used and necessary inspections and safety checks.
4. Cancelling your policy
Your cancellation rights – single policy

You can cancel a policy immediately, or from a future date. You cannot cancel a policy from a date that has passed.
Your cancellation rights – MultiCover policy

Instructions to cancel the entire policy can be given by any individual policyholder, including the policy administrator.
We will only cancel the policy if we have sent seven days’ notice to each policyholder’s last known address and
received no objection within those seven days. If we receive an objection, we will not cancel the policy and will tell all
policyholders (including the policy administrator) this.
You can remove your property from the MultiCover policy immediately, or from a future date. You cannot remove
your home, car or van from the policy from a date that has passed.
The policy administrator will be able to remove any home, car or van from the policy if we send seven days’ notice to
the individual policyholders and they do not object within those seven days. If we receive an objection within seven
days, the policy will not be changed and we will tell all individual policyholders (including the policy administrator) this.
Our cancellation rights

We can cancel cover at any time, by sending seven days’ notice in writing to your last known address, if:
y we discover that you have intentionally given us false, incomplete, exaggerated or misleading information
y you do not tell us about any necessary correction or changes, as explained under ‘Keeping your policy up to date’
(page 11 and 12)
y you do not respond to our written requests for more information or documents
y you harass our staff or behave in an abusive or threatening way towards them, or
y you fail to pay any premium or your credit agreement is cancelled.
Outstanding premium and charges following cancellation

If you cancel the policy you will have to pay administration charges for the costs of us arranging and handling your
policy. Details of these charges are given in ‘Your Agreement with EUI Limited’. You are given a copy of this at the
start of each period of insurance. It is also available at www.admiral.com.
If you cancel your policy within 14 days of receiving your welcome letter or email, you will receive a full refund of the
premium you have paid, minus our administration charges, as long as no claim has arisen.
If you cancel your policy after 14 days, we will keep a proportion of the premium for the time you have been covered,
plus our administration charges. We will refund any remaining premium.
If you have a MultiCover policy or have arranged to insure a property, home, car or van from a future date, you would
have received a discount on your overall premium. If any home, car or van is removed from the policy for any reason,
the premium will be adjusted for each remaining home or vehicle.
Whenever you cancel, if a claim has arisen during the period of insurance, we will not refund your premium.
If, when you cancel, you owe any premium, you must pay this within 10 days. If possible, we will collect any amount
you owe us using the payment details we have on file for you.
If your payment is delayed it will result in additional charges.
5. Payment
The administrator is responsible for making all payments relating to the policy. If we cannot collect any amount by
the due date, we will cancel your policy.
If you pay the premium in instalments, and you have failed to make payments in line with the credit agreement for
the instalments, we will not offer the option to pay by direct debit at renewal. To renew your policy you will have to
pay the full premium for the whole period of insurance.
If you make a claim and you have not paid the full premium for the period of insurance, we may take the remainder of
the premium from the claim settlement. We will not refund any premium relating to changes we make to your policy
after a claim.
If you are due a refund, we will make it to the bank account or card you used to pay most of the premium.
IMPORTANT
If you pay by card, you must contact us if the card account is closed, your card details are not stored with us,
or you want to change the payment method.
6. Settling disagreements
If we have agreed to a claim, but you disagree with the amount we will pay, the matter must be referred to our
Quality Manager for a decision. If you disagree with that decision, you can refer the matter to the Financial
Ombudsman Service. We would give you information on how to do this.
7. Dual cover
If you are making a claim for loss, damage or liability covered under more than one part of this policy, the section (or
sections) we will settle your claim under will be based on the overall nature of your claim.
8. Changes in circumstances
You must tell us if any information in your policy documents is wrong or has changed, as we may not be able to
continue providing cover. If we can still provide cover we will do one or more of the following.
y Work out any difference in premium from the date the information changed or the mistake was made (even if this
happened in a previous period of insurance)
y Change the terms of the cover

y Change the premium
If we cannot continue to provide cover, we will cancel the policy.

You must tell us if the details in your policy documents are incorrect. If you don’t, this could mean we:
y do not pay your claim

y reduce the amount you can claim for, or
y declare your policy void (treat it as if it had never existed).
If you want to make changes to your policy you will have to pay administration charges for the cost of us arranging
and handling your policy. Details of these charges are given in ‘Your Agreement with EUI Limited’. You are given a copy
of this at the start of each period of insurance. It is also available on our website at www.admiral.com
9. Fraud and misrepresentation

You must always answer our questions honestly and provide true and accurate information. If you, any other insured
person, or anyone acting on your behalf, provides:
y false, incomplete, exaggerated or misleading information, or

y false, altered, forged or stolen documents,
we will do one or more of the following things.
y Change your policy to show the correct information, and change the premium accordingly
y Cancel your policy immediately
y Declare your policy void
y Refuse to pay any claim or only pay part of a claim
y Keep the premium you have paid
y Recover any costs from you or any other insured person
y Cancel or void any other EUI policies you are connected with
10. Instructions
Single policy
If your policy is for just your property, only you, your partner or your parent can discuss or change the policy.
If you would like someone else to be able to deal with a claim on your behalf, please discuss this with the
Claims Department.
MultiCover policy
The policy administrator will be our main point of contact and can discuss, change or remove any home or vehicle
from the policy.
The other individual policyholders will be able to discuss and change any home or vehicle (including yours) but will
only be able to remove their own home or vehicle from the MultiCover policy.
Your partner or parent can discuss or change your individual policy that is part of the MultiCover policy.
Named drivers for a car or van covered under a MultiCover policy can only discuss or change the vehicles they are
insured to drive.
If you would like someone else to be able to deal with a claim on your behalf, please discuss this with the
Claims Department.
The table below summarises who can make changes to policies.
Type of change
Single policies or MultiCover policies MultiCover policies only
Change Cancel
Who can make Change own Cancel own Add a new Update
another another Cancel all
individual individual individual payment
a change individual individual policies
policy policy policy details
policy policy
Policy administrator
Individual policyholder
or joint-policyholder
Named driver
11. Renewal
Automatic renewal
Before your renewal we will contact the policy administrator by the chosen method of communication to confirm
your policy terms and the renewal premium.
Unless you have opted out, we will automatically renew your policy on its renewal date. If we have your permission,
we will use the payment details you have provided.
If you do not want your policy to renew, or you want to opt out of automatic renewal, you must contact us before
your renewal date to let us know. In this case, your period of insurance will come to an end and your policy will not be
renewed unless you tell us otherwise.
You can opt in or opt out of automatic renewal at any time, free of charge, by contacting us online or by phone.
Late claims
If you make a claim for loss, damage or liability that arose after we worked out your renewal premium but before your
renewal date, we will adjust the renewal premium. If we will no longer renew your policy, we will contact you to let
you know.
12. Property not lived in

a Unless clause b below applies, if your property has not been lived in for more than 14 days in a row, there is no
cover for loss or damage caused by the following.
y Vandalism or malicious acts

y Theft or attempted theft
y Escape of water
y Escape of oil
y Frost damage to plumbing
y Loss of metered water and oil
y Tenant breakage (I) and tenant damage (II) to buildings

y Tenant damage to contents (I), (II) and (III).
b Condition a above does not apply, and so loss or damage caused by those events while the property is not lived in
will be covered, if all of the following are true.
y You (or anyone managing the property on your behalf) inspect the property, inside and out at least once every
seven days and keep a written record of the inspections.
y The water has been turned off at the mains and the system in the property has been drained.
y All doors and windows are locked, and any security devices are in use and the keys are removed.
y The gas and electricity supply are turned off at the mains (unless the electricity is used for any security devices)
y You tell us immediately if your property becomes unoccupied.
IMPORTANT
This condition does not reinstate cover if your property has been unoccupied for more than the ‘days
unoccupied limit’.
Extra conditions that apply to your Landlord

Insurance Cover (endorsements)
We may decide to apply extra conditions (endorsements) to your policy.
Endorsements change the normal terms and conditions of your policy, reducing or extending your cover and possibly
changing the excess you would have to pay. If endorsements apply to your policy, we will tell you about them
beforehand and include the details in your Landlord Policy Schedule.
An example of an endorsement is if we set a minimum standard of security for your property.
An endorsement may apply an extra excess. If this is the case, we will confirm this beforehand and it will be shown in
your Landlord Policy Schedule under Extra Conditions (Endorsements).
If you do not keep to an endorsement we may reduce your cover or refuse to pay your claim.
IMPORTANT
Please see your Landlord Policy Schedule to check if any endorsements apply to your policy.
Guide to your Landlord Emergency cover

This cover is only included if it is shown on your Landlord Policy Schedule. This is an optional
extra with Admiral and Gold cover, but is included as standard with Platinum cover.
Important phone numbers

Landlord Emergency claim line: 0333 234 9984
National Gas Emergency Service: 0800 111 999
About your Landlord Emergency cover

This section explains the full terms, conditions and exclusions of this cover. Sedgwick International UK, whose
registered address is 60 Fenchurch Street, London, England, EC3M 4AD, will provide the cover described below.
This cover meets the needs of people who want to make sure that if there is an emergency in their property, they
will receive help to arrange and pay for work to be carried out to make a temporary repair of the damage caused. The
maximum you will be covered for is £500 per claim.
We do not make personal recommendations about the cover you need or guarantee that this cover is suitable for you.
You are responsible for deciding whether the cover meets your needs.
Landlord Emergency cover definitions

The following definitions apply in addition to the definitions in the Landlord Insurance cover part of this booklet
(pages 4 to 7). If any of the terms below are also defined in the Landlord Insurance cover part of this booklet, the
definitions below will apply to this part of the booklet.
When the terms below appear in bold in this part of the booklet they will have the meanings given below.
Associated landlord The valid Landlord Insurance Policy you have.

policy
Authorised contractor A tradesperson authorised by us to assess your claim and carry out repairs to
your property.
Emergency A sudden and unforeseen incident in your property which immediately:
y puts your, your tenant’s or anyone else’s health at risk

y creates a risk of loss of or damage to your property or any of its contents inside
your property, or
y makes your property unfit to be lived in.
Emergency repairs Work carried out by an authorised contractor to complete a temporary repair.
Heating system The main form of heating in your property, either central heating or other forms of
heating such as renewable technologies, liquid petroleum gas (LPG), oil, solid fuel,
electric boiler and solar power.
Guide to your Landlord Emergency Cover (cont.)
Period of insurance The length of time you have this cover for, from the date the cover was added to the
associated landlord policy until it is renewed or cancelled. This cover will automatically
be renewed with the associated landlord policy unless:
y you are no longer entitled to the cover, or

y you tell us that you do not want to renew the cover.
Property The private home at the address shown in the Landlord Policy Schedule, including its
integral (built-in) garage used only for domestic purposes. It does not include detached
garages, gardens, sheds, greenhouses and other buildings.
Qualified repairer A qualified tradesperson you appoint to carry out repairs in your property.
Reimbursement basis When we receive the qualified repairer’s or authorised contractor’s fully itemised
invoice for repairs, or your receipt (if the claim is for heaters you have bought or
alternative accommodation you have provided for your tenant), we will pay you up to:
y £500 (including VAT) as a contribution towards a repair you arranged yourself

y £250 (including VAT) for alternative accommodation, and
y £50 (including VAT) for heaters you have bought.
Temporary repair Work or repairs needed immediately to stop further damage being caused by the
emergency. You may need to arrange further work or repairs, at your own cost, to
permanently fix the issue.
You You, the policyholder, any member of your family and your letting agent.
Your cover at a glance – Landlord Emergency cover
Your Landlord Policy Schedule will show the level of cover you have and any optional cover that you have chosen.
Landlord Emergency cover is included as standard with Platinum cover and is an optional extra with Admiral and Gold.
The individual covers set out in the following tables under ‘What is covered’ cannot be taken out separately. To have
these covers you must have Landlord Emergency cover.
Your Landlord Emergency Cover
Plumbing Repairing or replacing all pipes outside the property.

An emergency relating to the hot- and cold-water pipes in Any dripping tap or nozzle, or any other part of the plumbing
your property, between the main stopcock and the taps. or drainage system, if the water is going down a drain
Repairing the cold-water storage tank. Toilet without causing damage.
flushing mechanisms. Repairing or replacing hot-water cylinders, hot- and cold-
A leak from: water storage tanks, radiators, immersion tanks, sanitary
fixtures (including sinks and basins) and external overflows.
y your toilet
Burst, split or leaking flexible hoses.
y pipes leading to and from the shower or bath
y the internal section of overflow pipes, or Domestic appliances such as dishwashers and
washing machines.
y water pipes that are part of the heating system.
Septic tanks, swimming pools and hot tubs.
Dealing with temporarily frozen pipes.
Drainage Repairs to drains that are the responsibility of the local

An emergency relating to blocked waste pipes, or damage to water authority (even if they are within the boundaries of
waste pipes causing a blockage or a leak. the property).
Below is a list of emergencies you would be covered for. Shared soil vent pipes (even if they are within the boundaries
of your property).
y Blocked sinks, blocked or leaking waste pipes
Repairing or replacing manholes, soakaways, septic tanks
y Blocked rainwater drains
(clearing or emptying), cesspits, treatment plants and their
y Blocked bath, toilet or external drainage, even if there is outflow pipes, guttering and downpipes.
another working toilet or bathing facility
Regular cleaning of your drains and descaling your drains.
y Blocked or leaking soil vent pipes (pipes that carry waste
water to the underground drainage system) Repairing or replacing any part of the drain which is
damaged but does not totally block the drain.
Repairing or unblocking drains which are used for
commercial purposes.
Making access to drain systems (for example, manhole
covers) that have been built over.
Clearing drains when needed due to installation faults or
misuse of drains, such as flushing baby wipes down the toilet
or putting grease or cooking oil down the drain.
IMPORTANT
Depending on your level of cover, you may be covered under section 1 (Buildings) of your associated landlord policy for trace
and access (the cost of removing and replacing any part of your property to find the source of a leak).
Electrics Repairing or replacing electrical appliances.

Complete failure of the electric supply in the property, Electrical wiring and electrical infrastructure, such as mains
making it unfit to live in. cables, outside the property.
Repairing or replacing burglar-alarm, fire-alarm or
CCTV systems.
Swimming pools and their plumbing or filtration systems.
Electric showers.
Replacing light bulbs or fuses in plugs.
Roofing Repositioning tiles (unless this is the only way to contain the
An emergency repair relating to the roof if there is water emergency).
entering into the property due to storm or bad weather. Damage due to poor roof maintenance or wear and tear.
We will pay for a temporary repair that uses a tarpaulin or Damage caused to property or contents as a result of water
similar material to solve the immediate emergency. entering your property.
IMPORTANT
Depending on your level of cover, you may be covered for storm damage under section 1 (Buildings) or section 2 (Contents) of
your associated landlord policy.
Windows, doors and locks Fences, and any damage to windows, doors or locks of
An emergency repair to broken or cracked windows and outbuildings and detached garages.
doors which result in the property not being secure. Double glazing where one pane is broken but the other is
We will use boarding or similar material to solve the intact and the property is therefore secure.
immediate security risk.
Securing the property or getting access to the property, if
action is needed due to:
y failure of the external locking mechanism to the only
external door, or
y damage to locks on external doors or windows which
means that you cannot secure your property.
Pests Pests found outside your property, such as in detached

Getting rid of rats, mice, wasps and hornets, if there is garages and outbuildings.
evidence of an infestation in your property. Getting rid of any pests not listed under this cover.
Internal gas pipe Restoring the gas supply after a temporary repair. (Your
A leak from the gas supply pipe in your property, between supplier will be able to arrange this for you.)
the meter and a gas appliance. Corrosion of the gas supply pipe due to wear and tear or
We will repair or replace the section of pipe, as long as the methods used to conceal the pipework (for example, from
National Gas Emergency Service have isolated the leak and being under a concrete floor without adequate protection).
the source of the leak has been found.
If you think you have a gas leak, you should immediately call
the National Gas Emergency Service on 0800 111 999.
Boiler and heating system Plumbing problems which have not caused the boiler to
This cover applies to the following. break down and which relate to leaking pipes, blocked drains
or leaking radiators. (This may be covered under ‘Plumbing’.)
The gas boiler in your property, including:
Where a loss of gas supply has caused the boiler to stop
y all parts fitted in the boiler by the manufacturer working. (This may be covered under ‘Internal gas pipe’.)
y boiler isolating valves and motorised valves
Where a loss of electricity supply has caused the boiler to
y the pump stop working. (This may be covered under ‘Electrics’.)
y the thermostat, timer and temperature pressure
Commercial boilers or heating systems with an output of
controls, and
over 60kW/hr.
y the primary flue.
Any boiler or heating system which is shared with
y The heating system in your property.
neighbouring homes.
We will cover you if the boiler, heating system or hot-water
Any boiler or heating system outside your property, unless
system completely fails or breaks down as a result of an
this provides the main source of heating for your property.
emergency in your property and this means that you have
no heating or hot water. Replacing radiators, radiator valves, thermostatic valves,
inhibitors or any equipment added to the standard heating
We will also cover you if the boiler, heating system or hot-
system, such as a Magnaclean or similar device.
water system completely fails or breaks down as a result of:
y a loss of water pressure within a boiler due to a fault, or Adjustments to the timing and temperature controls, or
replacing controls for actions which can safely be performed
y a water leak from the boiler or heating system. manually, including relighting the pilot light.
Faults where the boiler still provides hot water and
heating, or any fault that is not apparent to the authorised
contractor or qualified repairer.
Repairs that require a power flush of your boiler or
heating system.
Repairing or replacing underfloor heating, warm-air units,
air- or ground-source heat pumps, and gas appliances such
as cookers.
Any fault arising due to sludge, scale, rust or debris in
the heating system, or damage caused by the chemical
composition of the water (for example, if you live in a hard
water area).
Repairing or replacing convector heaters, water tanks or hot-
water cylinders.
Any foreseeable breakdown caused by negligence or
improper maintenance, according to our authorised
contractor’s professional opinion.
IMPORTANT
If we cannot repair the boiler, heating system or hot-water system, or if the cost of repairs would be more than the cost of
a replacement boiler of the same type, age and condition, the cover under this section will no longer apply and we will not
contribute towards the cost of a replacement.
Temporary heating
If you have no heating and a part needs to be ordered
following the engineer’s first visit, or if we cannot repair the
boiler or heating system, we can pay up to a total of £50
(including VAT) for heaters you buy. These heaters would be
yours to keep.
Alternative accommodation
If your property is not fit to be lived in due to any of
the individual covers set out in the tables under ‘What is
covered’, we will contribute up to £250 (including VAT)
towards the cost of alternative accommodation for your
tenant (including their pets), including transport to the
alternative accommodation and then back to the property
when it can be lived in again. We will settle the claim on a
reimbursement basis.
General exclusions of your Landlord Emergency cover

We will not cover the following.
1. Any emergency not reported to us within 48 hours of it being discovered.
2. Loss or damage arising from an emergency which you knew about before the date this cover started.
3. Costs for repairs, parts or services, unless you or a person calling our 24-hour claims helpline on your behalf told
us about the repairs, parts or services needed, and we approved a contractor in advance.
4. The utility company disconnecting or interrupting your supply, or any equipment or services which the utility
company is responsible for.
5. Any emergency in the property if it has been unoccupied for more than 30 days in a row.
6. Any defect, damage or failure caused by:
y any modification or attempted repair which you or your qualified repairer has made to all or part of your
property and which results in damage to any part of your property
y industry-recognised standards not being met, or

y Your, your tenant’s or your qualified contractor’s malicious actions, misuse or negligence.
7. Any loss or damage arising from structural problems caused as a result of any form of subsidence, the bedding
down of new structures, demolition, alterations to your property or defective products being used.
8. Any repair costs which are covered by a manufacturer’s, supplier’s, installer’s or repairer’s guarantee or warranty.
9. Normal maintenance that should be carried out.
10. Replacing items that wear out over time or replacing parts on a like-for-like basis (that is, replacing an item or part
with the same type of item or part) if the replacement is not needed to solve the immediate emergency.
11. Loss or damage if you have previously been advised to carry out work which would have avoided the emergency,
unless that work was carried out by a qualified repairer or by a recognised third-party authority, such as your local
water authority, a utility company or a boiler manufacturer. We will ask for proof that this work was carried out.
12. The cost of work to find the source of the emergency.
13. Removing asbestos, or any emergency repairs, including boiler inspections, where asbestos may be disturbed.
14. Work where health-and-safety regulations or the findings of a risk assessment prevent our authorised contractor
from being able to deal with the emergency or carry out work in your property.
15. Any claim relating to war and terrorism (see general exception 1, War and terrorism, on page 29).
General conditions of your Landlord Emergency cover
1. Other insurance
If any loss, damage or liability covered by this policy is also covered by any other insurance, we will not pay more than
our share of the claim. You must give us full details of the other policy.
2. Parts availability
The availability of parts is an important factor in carrying out emergency repairs. If the authorised contractor does
not carry the parts needed when they come out to your emergency, we will do all we reasonably can to find and
install parts from our approved suppliers.
We may not be able to replace parts on a like-for-like basis, but will provide a suitable alternative for controlling the
emergency. However, there may be times when replacement parts are delayed because of circumstances beyond our
control. In these cases we will not be able to avoid delays in repair. We will keep you informed throughout your claim.
There may also be times when parts are no longer available. In these situations we will make sure your property is
safe and, if necessary, we will arrange for you to get a quotation for a suitable replacement item for you to buy and
pay for.
3. How to make a claim

Claims under this section can only be made by you, your tenant or someone you have authorised to call on
your behalf.
Please call us within 48 hours of discovering the emergency. You cannot make a claim in the first seven days of the
Landlord Emergency cover, unless you are renewing an existing policy.
To make a claim, call the 24-hour emergency helpline on 0333 2349 984. The helpline is open every day of the year.
Please have as much information as possible to hand, including:
y policyholder name and property address

y the policy number, and
y if appropriate, the make, model, serial number and Gas Council number of the boiler.
4. How we will settle your claim

We will:
y tell you how to immediately protect your property and anyone who lives in it
y check your cover, and
y arrange for one of our authorised contractors to get in touch with you to make an appointment, or settle your
claim on a reimbursement basis.
We, along with our authorised contractors, will manage your claim and keep you updated at all times. This will
include us monitoring the progress of the repair through regular contact with the authorised contractor and
contacting you to make sure all the agreed work has been completed.
We will organise an emergency call-out, labour, parts and materials to carry out a temporary emergency repair.
Once we have carried out an emergency repair, you should arrange and pay for a permanent repair as soon
as possible.
We will not pay for any loss or damage caused by the emergency. The loss or damage is covered under your
associated landlord policy.
We will refuse to provide a repair service if you or the tenant is aggressive towards our authorised contractors or
staff, or does not give them access to your property, at a reasonable time, to complete the repair.
Claims over £500

If the emergency repair costs more than £500:
y we will settle your claim on a reimbursement basis, and

y you will need to pay any amount over £500.
Reimbursement basis
In some circumstances we may find it difficult to arrange for an authorised contractor to go to the property or deal
with the emergency within a reasonable period. These circumstances include times when:
y there is very high demand, bad weather or industrial action

y parts are not available, or
y a specialist is not available.
In these circumstances we may agree to pay your claim on a reimbursement basis.
5. Cancelling your cover
Your cancellation rights

If ‘Landlord Emergency’ is shown as a ‘Policy Upgrade’ in the ‘Description of Your Landlord Insurance Cover’ section
of your Landlord Policy Schedule, or you have added it to your associated landlord policy since it started or was
renewed, you can cancel this emergency cover, and receive a full refund of your premium for it, by contacting us
within 14 days of receiving our letter or email confirming cover. Please contact us at:
EUI Limited
Ty Admiral
David Street
Cardiff
CF10 2AA.
Phone: 0333 234 9965
If you cancel after 14 days, we will keep a proportion of the premium for each day you have been covered.
If, when you cancel, a claim has arisen during the period of insurance, you must pay the full premium and you will not
get a refund.
If Landlord Emergency is shown as ‘Included’ in the ‘Description of Your Admiral Platinum Landlord Insurance
Cover’ section of your Landlord Policy Schedule, you can only cancel this product if you also cancel your associated
landlord policy.
6. Our right to cancel your cover

We will cancel this emergency cover if:
y your associated landlord policy is cancelled

y we find out that any claim under this cover is fraudulent in any way, or
y you or the tenant has harassed or been abusive, threatening or aggressive towards our staff or our
authorised contractor.
If we cancel your cover, we will keep a proportion of the premium for each day you have been covered. However, if
a claim has arisen during the period of insurance, you must pay the full premium and will not receive any refund. If
there has been any fraud, we will try to recover any amounts we have paid and will not return any premium.
We will not pay a claim:
y which is in any way fraudulent, false, exaggerated or misleading

y which you or anyone acting for you has made in a fraudulent or false way, or
y if we have been given a false statement or any documents which are false or stolen.
In this situation, this cover, and all other policies relating to it or managed by us, will be cancelled or declared
void (considered to have never existed). We will try to recover any amounts that we have paid and will not return
any premium.
How to make a complaint about Landlord Emergency cover

Please see the Comments and complaints section (page 61) for details of how to make a complaint.
Extra information about your Landlord Emergency cover
Financial Services Compensation Scheme (FSCS)

Admiral Insurance (Gibraltar) Limited is a member of the Financial Services Compensation Scheme (FSCS). The FSCS
is a safety net for customers of financial services firms if those firms cannot meet their liabilities. If this happens, you
may be entitled to claim compensation. You can get more information from Admiral Insurance (Gibraltar) Limited or
on the website at www.fscs.org.uk.
Service provider and insurer

The cover is arranged and managed by us, EUI Limited, and Sedgwick International UK will act as a service provider
for handling claims.
EUI Limited is authorised and regulated by the Financial Conduct Authority (registration number 309378).
This cover is underwritten by, meaning that the insurance is provided by:
Admiral Insurance (Gibraltar) Limited

1st Floor, 24 College Lane
PO Box 575
Gibraltar
GX11 1AA.
Admiral Insurance (Gibraltar) Limited is licensed and regulated by the Gibraltar Financial Services Commission under
the Financial Services (Insurance Companies) Act 1987 of Gibraltar.
You can check this on the Financial Conduct Authority’s Register by visiting the website www.fca.org.uk/register or by
contacting the Financial Conduct Authority on 0800 111 6768.
Relevant law and language

Your cover is governed by English Law and you and we agree that any legal action relating to it will be settled in the
English courts. All communication about your cover will be in English.
Your policy represents the entire agreement between you and us for Landlord Emergency cover.
Data protection
For information about how we will process your personal information, go to www.admiral.com/yourprivacy-
and- security/
Recording phone calls

To help us provide a quality service, we may record your phone calls, but will only share details of calls with partner
organisations directly relevant to the emergency-repair service we provide.
By taking out Landlord Emergency cover, you agree that we may do the following.
y Give your personal information relating to your Landlord Emergency cover to companies within the EUI Limited
group of companies and to Sedgwick International UK. Those companies may provide your personal information
to our service providers and agents if necessary and as allowed by law.
y Monitor and record your phone calls for the purpose of managing your cover and maintaining customer service.
Sedgwick International UK may also monitor and record your phone calls.
If you want to know what information we and Sedgwick International UK hold about you, please write to:
Head of Central Quality

Admiral
Ty Admiral
David Street
Cardiff
CF10 2EH.
At all times, we will be the data controller (meaning we are responsible for how and why your personal information is
collected, used and held) and Sedgwick International UK will be the data processor (meaning they are responsible, on
our behalf, for correctly processing your personal information).
Plain English Campaign’s Crystal Mark does not apply to this Landlord Legal Protection section.
Guide to your Landlord Legal Protection

This cover is only included if shown on your Landlord Policy Schedule. This is an
optional policy upgrade on Admiral but included as standard on Gold and Platinum.
Important Phone Numbers

The legal helpline service provided by our panel of solicitors on our behalf enables you to obtain advice on any
personal matters which may give rise to a claim under your Landlord Legal Protection cover.
To make a claim/Legal helpline: 0333 234 3316 (Only available to Landlord Legal Protection customers)
About your Landlord Legal Protection cover

Your Landlord Legal Protection cover section explains the full insurance terms, conditions and exclusions of your
cover provided by Arc Legal Assistance Limited.
This cover meets the demands and needs of persons wishing to ensure that they are covered for the costs
of appointing solicitors to deal with certain types of legal disputes as specified in your Landlord Legal
Protection section.
This insurance is managed and provided by Arc Legal Assistance Limited. It is underwritten by AmTrust Europe
Limited, on whose behalf we act.
Admiral does not make personal recommendations as to the suitability of the cover to individual circumstances. You
are solely responsible for deciding whether the cover is suitable for your needs.
The insurance covers advisers’ costs as detailed under the separate sections of cover up to the maximum amount
payable where:
a. The insured incident takes place in the insured period and within the territorial limits
and
b. The legal action takes place within the territorial limits.
This insurance does not provide cover where something you do or fail to do prejudices your position or the position of
the insurer in connection with the legal action.
If a claim is accepted under this insurance, we will appoint our panel solicitors, or their agents, to handle your case.
You are not covered for any other legal representatives’ fees unless it is necessary to start court proceedings, or a
conflict of interest arises. Where it is necessary to start court proceedings or a conflict of Interest arises and you want
to use a legal representative of your own choice, advisers’ costs payable by us are limited to no more than:
a. Our standard advisers’ costs;
or
b. The amount recoverable under the Civil Procedure Fixed Recoverable Costs Regime, whichever is the lower amount.
Guide to your Landlord Legal Protection Cover (cont.)
Landlord Legal Protection definitions

Whenever a word appears in this section and is defined in Landlord Legal Protection Definitions, it takes on
that special meaning. This section sets out the details of your Landlord Legal Protection cover. Please read this
section carefully.
Adviser Our panel solicitors, their agents, an accountant or other appropriately qualified person,
firm or company appointed by us to act for you.
Advisers’ costs Reasonable legal and accountancy fees incurred by the adviser up to the hourly rate
shown in our fee scale ruling at the time the adviser is instructed and disbursements
essential to your case. Legal costs shall be assessed on the standard basis and third
party’s costs shall be covered if awarded against you and paid on the standard basis
of assessment.
Business full enquiry An enquiry into your self-assessment tax return (whether corporate or individual)
commenced by HMRC under Section 9A or 12AC of the Taxes Management Act 1970 or
pursuant to paragraph 24 (i) of Schedule 18 of the Finance Act 1998.
Data Protection The relevant data protection legislation in force within the territorial limits where this
Legislation cover applies at the time of the insured incident.
Deposit The sum of money collected from the tenant in accordance with Section 213 of the
Housing Act 2004 (and any amending legislation) in respect of a tenancy agreement
to which it applies and held by you or your agent as an indemnity for losses incurred
by you arising from the tenant failing to perform his/her obligations set out in the
tenancy agreement. A minimum amount equal to one month’s rent must be retained as
the deposit.
Dilapidations inventory A full and detailed inventory of your insured property and its condition which has been
signed by the tenant.
Guarantor The individual or organisation assigned to the tenancy agreement that has received a
tenant reference and provided a financial guarantee of the tenant’s performance of
their obligations under the tenancy agreement.
HMRC H.M. Revenue and Customs in the United Kingdom.
Insured incident The incident or the start of a transaction or series of incidents which leads to a claim or
claims being made under the terms of this insurance.
Tax
In accountancy matters the insured incident arises on the date that you or your
professional adviser are contacted either verbally or in writing, by the relevant
department of HMRC advising you of either dissatisfaction with your returns, or
amounts paid, or notice of intention to investigate.
For the purposes of the maximum amount payable, only one insured incident will be
regarded as having arisen from all causes or by actions, incidents or events which are
related by cause or time.
Insured Period The insured period declared to and accepted by us, which runs concurrently with
the period of the underlying insurance policy to which this legal expenses insurance
attaches. For the avoidance of doubt, if the underlying insurance policy is cancelled,
suspended or withdrawn, this legal expenses insurance will also be cancelled, suspended
or withdrawn.
Insured property The insured property shown in the insurance schedule and declared to insurers.
Insurer AmTrust Europe Limited.
Legal action(s) The pursuit or defence of civil legal cases for damages or injunctions and the defence of
criminal prosecutions.
Maximum The maximum payable in respect of an insured incident.

Amount Payable
Hotel Expenses: £50 per day up to a maximum of 30 days
Storage Costs: £20 per day up to a maximum of 30 days
All other sections of cover: £100,000
Rent The monthly amount payable by the tenant to you as set out in the tenancy agreement.
Standard advisers’ The level of advisers’ costs that would normally be incurred in using a specialist panel
costs solicitor or their agents.
Tenancy agreement A signed tenancy agreement between you and the tenant in relation to the insured
property which is:-
a. an Assured Shorthold tenancy agreement as defined within the Housing Act 1988 (as
amended) or its equivalent outside of England and Wales but within the territorial
limits, or
b. a Company Residential Tenancy (Company Let) created after 28th February 1997
where the tenant is a public limited company (plc) or limited company (Ltd) or its
equivalent outside of England and Wales but within the territorial limits and the
insured property is let purely for residential purposes of the tenant’s employees and
their family, or
c. a written common law residential tenancy agreement created after 28th February
1997 between individuals where the rent is in excess of £100,000 per annum or
its equivalent outside of England and Wales but within the territorial limits, and
which is:
i. Appropriate for the tenancy; and

ii. Where relevant, signed and independently witnessed by you, the tenant(s) and if
required as a condition of the tenant reference, the guarantor; and
iii. Free from any unreasonably restrictive covenants.
The tenancy agreement must be for a fixed term of no more than 12 months or if
longer, must contain a break clause allowing both parties to terminate the tenancy after
the first 12 months.
Tenant The occupier of the insured property named in the tenancy agreement as the tenant.
Tenant reference A credit reference check conducted on the tenant/guarantor, along with identity
checks for the tenant. If the above are not available a full tenant reference showing a
status of Pass on the tenant and guarantor must be obtained from our approved Tenant
Referencing Company. Details of these companies are available by referring to the
Arc Legal website; http://www.arclegal.co.uk/informationcentre/approved-referencing-
list.php
Extra conditions that apply to your Landlord Insurance Cover (endorsements) (cont.)
Territorial limits Great Britain, Northern Ireland, the Isle of Man and the Channel Islands.
We/Us/Our Arc Legal Assistance Limited who have arranged this insurance and administer it on
behalf of the insurer.
You/Your The individual or organisation shown in the insurance schedule as the policyholder and
defined in the tenancy agreement as the ‘Landlord’ who has paid the premium and been
declared to insurers. If you die your personal representatives will be covered to pursue
cases covered by this insurance on behalf of you that arose prior to your death.
Your Landlord Legal Protection Cover
Tenant Eviction and Pursuit of Rent Arrears Claims

You are covered for advisers’ costs to pursue: a. Arising from or connected to your performance of your
a. Legal action against a tenant and/or obligations under the tenancy agreement
guarantor to recover possession of the insured b. Falling within the jurisdiction of the Rent Assessment Committee,
property where the tenant fails to perform the Lands Tribunal or the Leasehold Valuation Tribunal or
their obligations set out in the tenancy their equivalent outside of England and Wales but within the
agreement relating to the rightful occupation territorial limits
of the insured property c. Relating to the payment or non-payment of service charges as
b. A tenant and/or guarantor for rent arrears defined within the Landlord and Tenant Act 1985 (as amended) or
owed on a tenancy relating to the insured any equivalent Act outside of England and Wales but within the
property once possession has been gained. territorial limits
d. Where the eviction of the tenant is dealt with by a notice issued
by the Home Office
e. Where the insured property is not solely residential
f. Where the tenant is not aged 18 years or over
g. Where a tenant reference has not been obtained, where you
have allowed the tenant into possession of the insured property
before the tenancy agreement has been signed by all parties, the
first month’s rent and the deposit have been received in cash or
cleared funds and the dilapidations inventory has been signed by
the tenant
h. Where you have failed to keep full and up to date rental records
i. Where you have allowed the tenancy agreement to be transferred
to any other individual or organisation unless all other terms of
the insurance have been complied with
j. If you or your agent gave any false or misleading information
when you applied for the tenant reference (where applicable)
k. Where the guarantor was not noted on the tenancy agreement
(where a guarantor is required)
l. Where you are in breach of any rules, regulations or Acts of
parliament relating to the deposit
m. Relating to any occupant of the insured property over the age of
18, other than the tenant
n. Where advisers’ costs have been incurred as a result of your
failure to follow the advice of the adviser or arising from your
failure to take any action recommended by us or the adviser to
recover possession of the insured property as promptly as possible
o. Where there is no signed tenancy agreement between you and
the tenant in relation to the insured property.
Tenant Dilapidations Pursuit Claims

Advisers’ costs to pursue your tenant for costs a. Arising from or connected to your performance of your
incurred in rectifying damage caused by the obligations under the tenancy agreement
tenant to the insured property. Costs will only be b. Arising from dilapidations unless the missing or damaged items
pursued once possession of the insured property were contained within a dilapidations inventory
has been regained.
c. Where the amount in dispute is less than £250 plus VAT
d. Where the insured property is not solely residential
e. Where the tenant is not aged 18 years or over
f. Where the guarantor was not noted on the tenancy agreement
(where a guarantor is required)
g. Where you are in breach of any rules, regulations or Acts of
Parliament relating to the deposit
h. In relation to dilapidations by the tenant to the insured property
or its contents where you have a policy of insurance that covers
the dilapidations
i. Where there is no signed tenancy agreement between you and
Property Disputes Claims

Advisers’ costs to pursue: y Arising from a dispute relating to a tenancy agreement or any
y Legal action for nuisance or trespass against other lease or licence to occupy property or land
the person or organisation infringing your legal y Where the nuisance or trespass commenced less than 90 days
rights in relation to the insured property. after you first purchased this insurance
y Financial compensation for damages against y Where the property damage was caused before you first
a person or organisation that causes physical purchased this insurance.
damage to the insured property.
Criminal Prosecution Claims

You are covered for advisers’ costs to defend y Arising from something you have done, knowing it to be wrongful
Criminal Prosecutions brought against you in or ignoring that possibility.
relation to the insured property under:
i. The Gas Safety (Installation and Use)
Regulations 1994
ii. The Furniture and Furnishings (Fire) (Safety)
Amendments Regulations 1993
iii. The Electrical Equipment (Safety)
Regulations 1994.
and later amending regulations or their equivalent
outside of England and Wales but within the
territorial limits.
You must take all reasonable steps to comply with
the Regulations and keep evidence of compliance.
Identity Fraud Claims

In respect of insured incidents arising from a y Where you have not been the victim of identity fraud
person or group of persons knowingly using a
y Where you did not take action to prevent further instances of
means of identification belonging to you without identity fraud following an insured incident
your knowledge or permission with intent to
commit or assist another to commit an illegal act; y Where the identity fraud has been carried out by somebody living
with you
identity fraud.
y For costs arising from loss of cash from a bank, building society,
You are covered for advisers’ costs to defend credit union or other similar financial institution where that
your legal rights and/or take reasonable steps to institution has refused to cover the loss.
remove County Court Judgments against you that
have been obtained by an organisation that you You must agree to be added to the CIFAS Protection Register if we
allege to have purchased, hired or leased goods or recommend it.
services from. Cover is only available if you deny
having entered into the contract and allege that
you have been the victim of identity fraud.
Tax Disputes Claims

Advisers’ costs incurred by you and arising directly a. Involving criminal proceedings or alleged fraudulent evasion of
from business full enquiries subject to the tax, and any case dealt with by a Special Compliance Office, Boards
following conditions. Investigation Unit of any other special office of HMRC
a. You must have maintained and must continue b. Where deliberate misstatements have been made in respect of
to maintain accurate, truthful and up to date accounts, returns or any other submissions made to the relevant
records and make returns in accordance with authorities with intent to deceive
statute and account conventions acceptable c. Where you have failed to give your business status to the relevant
to HMRC and other agencies and have made all authorities within a statutory period or where you have failed
returns and payments except those which are to maintain or submit accurate, truthful and up to date records,
disputed and provided information to these or where returns have not been submitted within statutory time
bodies where applicable limits or requirements
b. You must contact the Legal Helpline as soon as d. Involving tax avoidance schemes.
possible after the insured incident and comply
with the advice given Advisers’ costs:
c. You or your adviser should notify us as soon as a. Incurred in dealing with technical or routine matters not
possible if you receive any invitation by HMRC connected with or arising out of an expression of dissatisfaction
to make an offer in settlement with your affairs
d. In respect of business full enquiries your b. Incurred in correcting any deficiencies in books, records, accounts
adviser must provide to us a copy of the HMRC or returns including the costs of repairing a return
notice of enquiry and a copy of the return c. Arising after you receive a notice telling you that the enquiry has
giving rise to the enquiry. been completed.
Hotel Expenses and Storage Costs y Where there is no signed tenancy agreement between you and
a. Hotel Expenses incurred by you, whilst you try
to get a possession order for your insured
property so you can live in it subject to the
following conditions.
i. You have nowhere else to stay.

ii. A claim under Tenant Eviction is being pursued.
iii. Evidence is provided for the costs incurred by
you staying in a hotel.
iv. Cover will cease as soon as possession of the
insured property has been gained and it is in a
habitable condition.
b. Costs incurred by you to store your household

possessions while you are unable to reoccupy
the insured property subject to the
following conditions.
i. A claim is being pursued under Hotel

Expenses above.
ii. Evidence is provided for the Storage Costs
incurred by you.
Contract Disputes (Non-Tenancy) Claims

Advisers’ costs to: y Where the amount in dispute is less than £250 plus VAT
y Pursue a legal action following a breach of a y Involving a motor vehicle owned by you or which you are legally
contract you have for buying or renting goods responsible for
or services for your private use. y In respect of works undertaken or to be undertaken by or under
y Defend a legal action brought against you the order of any government or public or local authority
following a breach of contract you have for y In respect of disputes over the purchase or sale of the insured
selling goods (in a private capacity) for the property, the purchase or sale must have commenced at least 30
private and personal use of another person. days after you first purchased this insurance or purchased similar
This includes the purchase or sale of your insured insurance which expired immediately before this insurance began.
property. The contract must have been made after
you first purchased this insurance.
Legal and Tax Helpline

You can use the helpline service to discuss any
legal problem occurring within Great Britain,
Northern Ireland, Channel Islands and the Isle of
Man and arising during the period of this policy.
Specialist lawyers are at hand to help you. If you
need a lawyer or an accountant to act for you and
your problem is covered under this insurance, the
advice line will ask you to complete a claim form. If
your problem is not covered under this insurance,
the advice line may be able to offer you assistance
under a private funding arrangement.
Simply telephone 0333 234 3316 and quote
“Admiral – Landlord Legal Protection”. This helpline
is available 24 hours a day.
To maintain an accurate record your telephone call
may be recorded.
General exclusions
1. There is no cover:
a. Where the insured incident occurs within the first 90 days of the insured period and the tenancy agreement
commenced before the insured period unless you have held continuous Landlord Legal insurance or similar.
b. For any claim which is not submitted to us within 180 days of the insured incident occurring other than in
relation to sections of cover Tenant Eviction and Pursuit of Rent Arrears and Identity Fraud where claims must
be submitted within 45 days of the insured incident.
c. Where your act, omission or delay prejudices your or the insurers’ position in connection with the legal action
or prolongs the length of the claim.
d. Arising from a dispute between you and your agent or mortgage lender.
e. Where the insured incident began to occur or had occurred before you purchased this insurance.
f. If you were aware of an event that may lead to a claim under this insurance, when purchasing or renewing
this insurance.
g. Where the claim is false or fraudulent.
h. For damages, interest, fines or costs awarded in criminal courts.
i. Where you have other legal expenses insurance cover.
j. For claims made by or against Admiral Insurance Services, the insurers, the adviser or us.
k. For appeals without the prior written consent of us.
l. Prior to the issue of court proceedings or unless a conflict of interest arises, for the costs of any legal
representative other than those of the adviser.
m. Where advisers’ costs have not been agreed in advance or are above those for which we have given our prior
written approval.
n. For advisers’ costs incurred in avoidable correspondence or which are recoverable from a court, tribunal or
other party.
o. Where an estimate of your advisers’ costs of acting for you is more than the amount in dispute.
p. Where you commit, or are alleged to have committed, a criminal offence, or you are liable to a civil penalty
unless this policy expressly covers you in the event of such offence or penalty.
2. There is no cover for any claim arising from:

a. Works undertaken or to be undertaken by or under the order of any government or public or local authority.
b. Planning law.
c. The construction of or structural alteration to buildings.
d. Defamation or malicious falsehood.
e. Divorce, matrimonial matters or proceedings including ancillary relief, parental responsibility and contact,
or affiliation.
f. Any venture for gain or business project of yours other than in relation to your activities as a Landlord.
g. A dispute between persons insured under this policy.
h. An application for Judicial Review.
i. A novel point of law.
How to make a Landlord Legal Protection claim

As soon as you have a legal problem that you may require assistance with you should telephone the Legal Helpline on
0333 234 3316. (Only available to Landlord Legal Protection customers).
Reporting the claim

Claims must be notified within 180 days of the insured incident. The only exceptions relate to the Tenant Eviction,
Pursuit of Rent Arrears and Identity Fraud sections of cover where claims must be submitted within 45 days of the
insured incident.
Failure to notify the claim within this time will result in your claim being declined.
This insurance only covers legal fees incurred by our panel solicitor or their agents appointed by us until court
proceedings are issued. If court proceedings are issued or a conflict of interest arises, you may nominate another
solicitor to act for you, advisers’ costs payable by us are limited to no more than our standard advisers’ costs.
You can use the helpline service to discuss any legal problem occurring within the Great Britain, Northern Ireland,
Channel Islands and the Isle of Man, and arising during the period of this policy.
If you are in doubt whether a matter constitutes a notifiable claim or circumstance, you should contact the legal
advice line for assistance.
You should telephone 0333 234 3316 and quote “Admiral Landlord Legal Protection”. To maintain an accurate
record, your telephone call may be recorded.
A claim form will be sent out by e-mail or post within 24-hours of you contacting the Legal Helpline to obtain legal
advice and report your claim. The claim form is required to be completed and returned within five days of it being
received, along with the following supporting documentation:
a. Signed tenancy agreement;
b. Guarantor agreement (if applicable);
c. Deposit Certificate (along with the scheme terms and conditions);
d. Tenant references;
e. Guarantor references (if applicable);
f. Rental records; and
g. Notices (if issued).
If the tenancy agreement was entered into after 1st October 2015, the following supporting documentation is
also required:
a. EPC.
b. Gas Safety Certificate; and
c. How to Rent Leaflet.
Our solicitors will also need to know how these three documents were issued to the tenant, when they were issued,
and by whom. If you have a signed check list, then this will also be applicable.
Claim forms can also be obtained from:
https://claims.arclegal.co.uk
What happens next:

The claim will be assessed and if accepted and deemed appropriate, an Enquiry Agent will visit the tenant and any
guarantor. If the Enquiry Agent is unable to reach an agreement with the tenant/guarantor to remedy their failure
to perform their obligations under the tenancy agreement, our panel solicitors or their agents will be appointed to
act for you.
You or your agent must give all information requested by us or the adviser within five days of receiving the request
for that information.
You or your agent must attend any court hearing if requested by the adviser.
This claims procedure should be read in conjunction with the main terms and conditions of the insurance.
Important conditions of your Landlord Legal Protection cover

If your claim is covered under a section of this policy and no exclusions apply, then it is vital that you comply with the
conditions of this policy in order for your claim to proceed. The conditions applicable to this section are contained
below and should be read carefully.
Prospects of Success
There must be a 51% or greater chance of winning the case and achieving a positive outcome. A positive outcome
includes, but is not limited to, recovering the amount of money at stake, enforcing a judgment or achieving an
outcome which best serves your interests. The assessment of your claim and the prospects of its success will be
carried out by an independent adviser. If at any time the adviser determines that there is less than a 51% chance of
the claim being successful, then we may decline or discontinue support for your case.
Proportional Costs
An estimate of the advisers’ costs to deal with your claim must not be more than the amount of money in dispute.
The estimate of the advisers’ costs will be provided with the assessment of your case and will be carried out by the
independent adviser. If the estimate exceeds the amount in dispute, then we may decline or discontinue support for
your case.
Reasonable Care
If this policy covers you as a private individual, unrelated to any trade, business or profession, you must take
reasonable care to provide correct information. The extent of the information you are required to provide will be
based on, among other things, the type of insurance, explanatory material and the clarity and specificity of the
questions you are asked when you took out this insurance.
Contracts (Rights of Third Parties) Act 1999

A person who is not a party to this contract has no right under the Contracts (Rights of Third Parties) Act 1999 to
enforce any term of this contract but this does not affect any right or remedy of a third party which exists or is
available other than by virtue of this Act.
Other Insurances
If any claim covered under this policy is also covered by another legal expenses policy or would have been covered if
this policy did not exist, we will only pay our share of the claim even if the other insurer refuses the claim.
English Law and Language

This contract is governed by English Law and the language for contractual terms and communication will be English.
Change in Law
Cover under this policy is based on laws and regulations in force at the time that it was written. If any subsequent
change in law or regulations results in the scope of cover being either restricted or broadened, we will accept claims
where the change restricts the cover under this policy and reject claims where the change provides a benefit which
did not previously exist.
Cancellation of your Landlord legal Protection cover
Your cancellation rights

If Landlord Legal Protection is listed as a ‘Policy Upgrade’ in the ‘Description of Your Admiral Landlord Insurance
Cover’ section of your Landlord Policy Schedule, you may cancel this product and receive a full refund if you inform
EUI Limited within 14 days from receipt of the confirmation letter or email. Should you cancel outside the 14 days,
you will be charged on a daily pro rata basis for the time you have had on cover.
If a claim is made or has arisen during the insured period, the full premium is payable, and no refund will be given.
Please contact EUI Limited, Ty Admiral, David Street, Cardiff CF10 2AA or call 0333 234 9965.
If Landlord Legal Protection is listed as ‘Included’ in the ‘Description of your Admiral Landlord Insurance Cover’ section
of your Landlord Policy Schedule, you may only cancel this product if your Admiral Landlord Insurance policy is also
cancelled. Please refer to ‘Cancelling your Policy’ under the General Conditions to your Landlord Insurance Cover.
Our cancellation rights

We may cancel this policy at any time by sending 7 days’ notice in writing to your last known address if:
y You are in breach of any of the conditions of your cover
y You fail to respond to written requests for further information or documentation
y You deliberately provide inaccurate information about your residency.
If your associated landlord policy is cancelled, this product will also be cancelled. If we cancel your cover, you will be
charged on a daily pro rata basis for the time you have had on cover.
Fraud
If you or anyone acting for you recklessly or deliberately misrepresents information, we require at any time during
the insured period that would impact either the terms and conditions or our ability to offer cover itself, your policy
and all other policies to which you are connected through Admiral will be cancelled or voided.
We will not pay a claim which is in any part fraudulent, false, exaggerated or if you or anyone acting for you makes a
claim in a fraudulent or false way, or where we have been given a false statement, or any documents which are false
or stolen. We will seek to recover any costs we have incurred and will not return any premium.
How to make a Landlord Legal Protection complaint

Our aim is to get it right, first time, every time. If we make a mistake, we will try to put it right promptly. If you are
unhappy with the service that has been provided you should contact us at the address below:
Arc Legal Assistance Ltd, PO Box 8921, Colchester, CO4 5YD
Tel: 0120 661 5000

Email: customerservice@arclegal.co.uk
We will always confirm to you, within 5 working days, that we have received your complaint. Within 4 weeks you will
receive either a final response or an explanation of why the complaint has not been resolved yet plus an indication
of when you will receive a final response. Within 8 weeks you will receive a final response or, if this is not possible, a
reason for the delay plus an indication of when you will receive a final response.
After 8 weeks, if you are unhappy with the delay, you may refer your complaint to the Financial Ombudsman Service.
You can also refer to the Financial Ombudsman Service if you cannot settle your complaint with us, or before we have
investigated the complaint if both parties agree.
The Financial Ombudsman Service contact details are:
Financial Ombudsman Service, Exchange Tower, London, E14 9SR.
www.financial-ombudsman.org.uk
Tel: 0800 023 4567

Or: 0300 123 9123
Email: complaint.info@financial-ombudsman.org.uk
If a complaint cannot be dealt with by the Financial Ombudsman Service, any dispute between you and us may, where
we both agree, be referred to an arbitrator who will be either a solicitor or a barrister. If the parties cannot agree on
their choice of arbitrator, the Law Society may be asked to make a nomination. The arbitration will be binding and
carried out under the Arbitration Act. The costs of the arbitration will be at the discretion of the arbitrator.
Extra information about your Landlord Legal Protection
Financial Services Compensation Scheme

We are covered by the Financial Services Compensation Scheme (FSCS). If we fail to carry out our responsibilities
under this policy, you may be entitled to compensation from the Financial Services Compensation Scheme.
Information about the scheme is available at www.fscs.org.uk or by phone on 0800 678 1100 or 0207 741 4110.
Privacy and Data Protection Notice
1. Data Protection
Arc Legal Assistance are committed to protecting and respecting your privacy in accordance with the current data
protection legislation (“Legislation”). Below is a summary of the main ways in which we process your personal data,
for more information please visit www.arclegal.co.uk
2. How we use your personal data and who we share it with

We may use the personal data we hold about you for the purposes of providing insurance, handling claims and any
other related purposes (this may include underwriting decisions made via automated means), research or statistical
purposes. We will also use your data to safeguard against fraud and money laundering and to meet our general legal
or regulatory obligations.
3. Sensitive Personal Data

Some of the personal information, such as information relating to health or criminal convictions, may be required
by us for the specific purposes of underwriting or as part of the claims handling process. The provision of such data
is conditional for us to be able to provide insurance or manage a claim. Such data will only be used for the specific
purposes set out in our Privacy Statement, which is available to view on www.arclegal.co.uk
4. Disclosure of your Personal Data

We may disclose your personal data to third parties involved in providing products or services to us, or to service
providers who perform services on our behalf. These may include, where necessary, affinity partners, brokers,
agents, third party administrators, reinsurers, other insurance intermediaries, insurance reference bureaus, credit
agencies, medical service providers, fraud detection agencies, loss adjusters, external law firms, external auditors and
accountants, regulatory authorities, and as may be required by law.
5. Your Rights
You have the right to ask us not to process your data for marketing purposes, to see a copy of the personal
information we hold about you, to have your data deleted (subject to certain exemptions), to have any inaccurate
or misleading data corrected or deleted, to ask us to provide a copy of your data to any controller and to lodge a
complaint with the local data protection authority.
6. Retention
Your data will not be retained for longer than is necessary, and will be managed in accordance with our data retention
policy. In most cases the retention period will be for a period of seven (7) years following the expiry of the insurance
contract, or our business relationship with you, unless we are required to retain the data for a longer period due to
business, legal or regulatory requirements.
If you have any questions concerning our use of your personal data, please contact The Data Protection Officer,
please see website for full address details.
Authorisation
This cover is arranged by EUI Limited (Ty Admiral, David Street, Cardiff CF10 2EH who) are authorised and regulated by
the Financial Conduct Authority (Registration No. 309378).
Arc Legal Assistance Ltd is authorised and regulated by the Financial Conduct Authority. Arc Legal’s Firm Reference
Number is 305958. This can be checked on the Financial Services Register by visiting the website www.fca.org.uk/
register or by contacting the Financial Conduct Authority on 0800 111 6768.
This policy is underwritten by AmTrust Europe Limited, Registered Office: 10th Floor Market Square House, St James’s
Street, Nottingham, NG1 6FG, Registered Number: 1229676. AmTrust Europe Limited is authorised by the Prudential
Regulation Authority and regulated by the Financial Conduct Authority and Prudential Regulation Authority, financial
services number: 202189. These details can be checked on the Financial Services Register at www.fca.org.uk.
Comments and complaints

At Admiral, we are committed to providing the best possible service. However, we understand there may be times
when we do not meet your expectations. If you are unhappy with anything, we want you to let us know. We will
always do our best to solve any problem fairly.
How to make a complaint

We understand that making a complaint can be stressful. That’s why we want you to be able to complain in any way
you choose. However you choose to make a complaint, a member of staff fully trained in complaint handling will deal
with your complaint.
Complaint about your Landlord policy

Complaint Manager
Admiral
Ty Admiral
David Street
Cardiff
CF10 2AA
Phone: 0330 333 5888
Email: customerassurance@admiral.com
Complaint about your Landlord claim

Claims Quality Manager
Admiral Claims Department
Ty Admiral
David Street
Cardiff
CF10 2AA
Phone: 0333 234 7988
Email: householdclaimsquality@admiralgroup.co.uk
Complaint about your Landlord Emergency Cover

Complaint Manager
Sedgwick International UK
Oakleigh House
14-16 Park Place
Cardiff
CF10 3DQ
Phone: 0345 609 4375
Email: HEcomplaints@uk.sedgwick.com
If you are not satisfied with how we have dealt with your complaint, you are unhappy with our final response, or it has
been eight weeks or more since you made your complaint and you have not received a final response from us, you can
refer your complaint to the Financial Ombudsman Service (FOS). Their details are as follows.
The Financial Ombudsman Service

Exchange Tower
London
E14 9SR
Phone: 0800 0 234 567 or 0300 123 9 123
Email: complaint.info@financial-ombudsman.org.uk
For more information about how we handle complaints, please ask us for a copy of ‘Our Guide to Handling your
Complaint’.
Plain English Campaign’s Crystal Mark does not apply to this Privacy and Security Statement section.
Privacy and Security Statement

Please view our full Privacy Statement at Credit reference
www.admiral.com/your-privacy-and-security which will
When you apply to us to open an account, at renewal and
help you understand how we collect, use and protect
in certain circumstances where an amendment to your
your personal data.
agreement is requested, we make a number of checks to
assess your application for credit and verifying identities
1. Confidentiality and disclosure of your data
to prevent and detect crime and money laundering.
We will endeavour to treat your personal data as private To obtain this information, we will check the following
and confidential. From time to time we will employ records about you and anyone else who may also be
agents and subcontractors to process your personal insured and whose personal details have been provided
data on our behalf. The same duty of confidentiality as part of the insurance application.
and security will apply to them and all processing will be
carried out under our instruction. y Our own records
y Credit Reference Agency (CRA) records.
We would like to bring to your attention our obligations
to disclose data in the following four exceptional cases When we search these records CRAs will place a search
permitted by law, and the other situations set out below. footprint on your credit file that may be seen by other
These are: lenders. They supply us with both public (including
the electoral register), and shared credit and fraud
y Where we are legally compelled to do so prevention information
y Where there is a duty to the public to disclose y Fraud Prevention Agency (FPA) Records.
y Where disclosure is required to protect our interest We make searches about you at credit reference
y Where disclosure is made at your request or with agencies who will supply us with information, including
your consent. the Electoral Register and credit information. The
agencies will record details of the search whether or not
In the unfortunate event that you have to make a claim
your application proceeds. The searches will not be seen
then we will need to disclose data with any other party
or used by lenders to assess your ability to obtain credit.
involved in that claim. This may include:
We may use scoring methods to assess this application
y Third parties involved with the claim, their insurer, and to verify your identity.
solicitor or representative
Credit searches and other information which is provided
y Medical teams, the police or other investigators. to us and/or the credit reference agencies, about you
If you make a complaint about the service we have and those with whom you are linked financially, may
provided, we may be obliged to forward details about be used by EUI Limited and other companies if you,
your complaint, including your personal data, to the or other members of your household, apply for other
relevant ombudsman. You can be assured that they facilities including insurance applications and claims.
are similarly obliged to adhere to the General Data This information may also be used for debt tracing
Protection Regulation (GDPR) and keep your personal and the prevention of money laundering as well as the
data strictly confidential. management of your account. Alternatively, we may ask
you to provide physical forms of identification.
Please note that we make a number of checks to assess
your application for credit and verifying identities to We may also make periodic searches at CRAs and FPAs to
prevent and detect crime and money laundering, as manage your account with us.
well as data sharing at any time for the purposes of
fraud prevention. Information on applications will be sent to and recorded
by CRAs. When you borrow from us, we will give details
of your account(s) and how you manage it/them to
CRAs. If you borrow and do not repay in full and on time,
CRAs will record the outstanding debt. This information
may be supplied to other organisations by CRAs and
FPAs to perform similar checks, and to trace your
whereabouts and recover debts that you owe. Records
remain on file for six years after they are closed, whether
settled by you or defaulted.
Privacy and Security Statement (cont.)
If you give us false or inaccurate information and we How to find out more
suspect or identify fraud, we will record it and may also
This is a condensed guide to the use of your personal
pass this information to FPAs and other organisations
information. If you would like to read the full details
involved in the prevention of crime and fraud.
of how your data may be used please phone our
Customer Services Department, or write to us at Pricing
If you borrow from us and do not make payments
Department, Ty Admiral, David Street, Cardiff, CF10 2AA.
that you owe us, we will trace your whereabouts and
recover debts.
You can contact the CRAs currently operating in the UK;
the information they hold may not be the same so it is
Your data may also be used for other purposes for which
worth contacting them all. They may charge a fee.
you give your specific permission or, in very limited
circumstances, when required by law or where permitted y Equifax
under the terms of the GDPR. www.equifax.co.uk.
When you make a claim y Experian

www.experian.co.uk.
If necessary we may also have to investigate your claims
and conviction history in the course of administering y TransUnion
www.transunion.co.uk.
the claim. You can be assured that we will keep such
investigations strictly confidential.
Fraud prevention and detection

In order to prevent and detect fraud insurers may, at
any time share information about you with our other
group companies.
If false or inaccurate information is provided and fraud

is identified details will be passed to fraud prevention
agencies. Law enforcement agencies may access and use
this information.
We and other organisations may also access and use this

information to prevent fraud and money laundering, for
example, when:
y checking details on applications for credit and credit

related or other facilities
y m
anaging credit and credit related accounts
or facilities
y recovering debt
y c hecking details on proposals and claims for all types
of Insurance
y checking details of job applicants and employees.

LLA 001 007

LLA 001 007 Guide To Your Landlord Insurance Cover

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LLA 001 007 Guide To Your Landlord Insurance Cover

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Guide to your Landlord

In the event of an incident please call us immediately so we can help.

The policy administrator

The policy administrator:

Your Landlord Insurance cover

If you do not tell us about incorrect information or changes to details, we can:

y refuse to pay your claim

Rights of third parties

Your cover at a glance

Landlord Emergency Cover

Landlord Legal Protection

Duration of the cover

y you are no longer entitled to the cover, or

Your level of cover

Your cover at a glance (cont.)

How your policy works

Included Optional Not Included

Landlord Insurance definitions

y Personal belongings and pedal cycles

Landlord Insurance definitions (cont.)

y it is furnished for normal living purposes; and

Landlord Insurance definitions (cont.)

Landlord Insurance definitions (cont.)

To make a Landlord Insurance claim you can:

y call our Claims Department on 0333 234 9968

What else do I need to do?

What information do I need to provide when making a claim?

What happens next?

Basis for settling claims

Compulsory buildings excess and compulsory contents excess

Claims cause excess

How we will settle your claim

y repair the item

Keeping your policy up to date

y the terms of your insurance cover will change, or

1. Please tell us about the following beforehand.

y If the number of bedrooms or bathrooms in your property will change

2. Please tell us immediately if any of the following happen.

y The number of tenants changes

Keeping your policy up to date (cont.)

Adequate cover protection

What is covered What is not covered

1) Fire, lightning, explosion or earthquake. Loss or damage caused by:

3) Riot and civil commotion.

7) Storm and Flood. Loss or damage caused to any:

IMPORTANT y gate, fence or hedge, or

Section 1: Buildings (cont.)

What is covered What is not covered

8) Theft and attempted theft. Loss or damage caused:

10) Water escaping from any: Loss or damage caused to:

Section 1: Buildings (cont.)

What is covered What is not covered

IMPORTANT y settlement, consolidation (soil changing in volume because of a change

Included Optional Not Included

Section 1: Buildings (cont.)

Frost damage to plumbing Loss of or damage to:

Sale of property Loss or damage occurring more than 90 days

Section 1: Buildings (cont.)

1) Fire, lightning, explosion or earthquake. Loss or damage caused by:

3) Riot and civil commotion.

3) Riot and civil commotion.