Claims Procedure

If you need to make a claim under Sections 1 - 3,

• call Davies Managed Systems on 0844 856 2352

Davies Managed Systems provide a 24 hour claims handling service and from the moment you call they will take full responsibility for dealing with your claim. When you phone, you will be asked for your policy number and details of your claim.

They will:

• confirm whether the event is covered;
• if necessary, arrange for a loss adjuster to contact you as quickly as possible;
• give you advice on how your claim will be dealt with and any excess you will have to pay.

In most cases, you will need to complete a claim form.

If we cannot settle your claim immediately, your claim will be under the personal control of a nominated claims team who will manage the whole claim and will act as your point of contact. We will give you progress reports and settle your claim as fairly and promptly as possible.

If you need to make a claim under Section 4 - Home Emergency or Section 5 - Family Legal Protection, please refer to pages 29 and 32 respectively for full details of the DAS claims procedure.

If a claim is made on the policy or an incident has occurred that may lead to a claim during the period of insurance, the full annual premium is payable and no refund given. This applies in all circumstances regardless of payment method.
In the event of a claim, where the policy premium is being paid on instalments, any instalments outstanding become due immediately and we reserve the right to deduct any outstanding premium from any claim settlement.

Claims Standards

We are committed to providing a first class claims service.

• When you notify us of a claim, we will respond within 5 working days. Where appropriate, we will arrange for the damage to be inspected within 5 working days.
• Our claims procedure will be explained to you and will include any action you may have to take.
• Your letters, facsimiles and e-mails will be answered within 5 working days.
• If we undertake to arrange repairs or replacements, we will initiate within 5 working days.
• In the event that we refuse all or part of your claim or offer you less than you have claimed, we will explain why.
• Once your claim is agreed, we will issue our cheque in settlement within 7 working days.

For further claims information please refer to:

• the Claims Conditions under General Conditions on page 14;
• the Basis of claims settlement in the relevant section of your policy under which you are claiming.

To ensure we maintain a high quality service, we may monitor or record telephone calls.

Helplines

These services are provided by DAS Legal Expenses Insurance Company Limited (DAS) 24 hours a day, seven days a week during your period of insurance. All helplines apply to the United Kingdom of Great Britain and Northern Ireland unless otherwise stated.

To help DAS check and improve service standards, all calls are recorded, except those to the counselling service. Please do not phone DAS to report a general insurance claim.

When phoning the helpline services (other than to report a claim under Section 4 Home Emergency) please quote policy number TS3/5489351.

Home Emergency	Please refer to page 28 for full details on how to make a claim under this section.	0800 917 0677
Eurolaw Legal Advice	DAS will give an insured person confidential legal advice over the phone on any personal legal problem, under the laws of the member countries of the European Union, the Isle of Man, the Channel Islands, Switzerland and Norway.	0844 893 9011
Tax Advice Service	DAS will give an insured person confidential advice over the phone on personal tax matters.	0844 893 9011
Identity Theft	DAS will provide an insured person resident in the UK, Northern Ireland or the Channel Islands, with detailed guidance and advice over the phone for any concerns about being or becoming a victim of identity theft. This helpline is open 8am-8pm, 7 days a week.	0844 848 7071
Health and Medical Information Service	DAS will give an insured person information over the phone on general health issues, and non-diagnostic advice on medical matters. Advice can be given on allergies, the side effects of drugs and how to improve overall health. Information is available on all health services including hospital waiting lists. Between the hours of 7pm and 9am DAS will take a message and one of their Health and Medical Advisors will contact the insured person the next day or at an agreed time.	0117 934 0553
Counselling	DAS will provide an insured person with a confidential counselling service over the phone including, where appropriate, onward referral to relevant voluntary or professional services.	0844 893 9012