Broker Training – Residential Home Emergency

Residential Home Emergency Policy Wording

Residential Home Emergency IPID

Residential Home Emergency Sales Process

The Lexelle Residential Home Emergency Insurance product may be offered as an optional additional cover to a policyholder’s main Home & Contents insurance policy and offers the policyholder cover for a range of emergency events that may occur during a period of insurance.

It is important to run though the following key product features, covers, special restrictions and some important areas that would not be covered by the policy as a minimum set of declarations prior to the sale of the policy.

Residential Home Emergency Summary of Key Covers

Please see the breakdown of the key levels of cover under the Residential Home Emergency product.

Please ensure that the policyholder is made aware of the following policy conditions and exclusions prior to purchase.

Residential Home Emergency Summary of Key Exclusions

Please note a more detailed list of individual exclusions for different cover sections are summarised in the Product presentation part of this training guide.

• Dripping taps.

• Burst or leaking flexible hoses or leaking washing appliances which are fitted with a stop tap.

• Breakage of any basin, bath, bidet or shower base.

• Blockage of soil or leaves or the build-up of fats, oils or debris.

• Detached outbuildings or garages.

• Malfunctioning or blockage of cesspits or septic tanks and their associated pipe work.

• Swimming pools or similar, whirlpool bathtubs or spa baths, decorative features including but not limited to ponds, fountains and any associated pipes, valves or pumps.

• Loss or damage arising from the utility company interrupting or deliberately disconnecting the mains services or any equipment they are responsible for.

• Replacement of any boiler or warm air unit if repair or reinstatement is not possible due to the non-availability of parts.

• Gas leaks from any pipes or appliances.

• Any radiator valves.

• Any costs relating to the repair or replacement of the central heating pump or wall or room thermostat.

• Where the boiler is over 10 years old.

• Where the heating system has an output of more than 60kw per hour capacity.

• Domestic appliances with a plug.

• Routine maintenance tasks such as replacing light bulbs or fuses.

• Any garage or outbuilding which is connected to a separate meter to that of your property.

• Swimming pools, fish tanks, ponds, burglar and smoke alarms, security cameras, satellite/TV equipment, doorbells, garage doors, shower units, portable and fixed heating systems, immersion heaters, underfloor heating, power generating systems such as wind and solar.

• Complete system rewire.

• Any claim where there is another working toilet within your property.

• Breakdown of, loss of or damage to compost or macerator pump operated toilets.

• Cost of replacement ceramics.

• Any infestations or pests in gardens, or outbuildings.

• Any damage caused by the pests or infestations or by their removal.

• Breakage of internal glass or doors.

• Vandalism caused by anyone staying at your property with your permission.

• Any loss not reported to the Police.

• Any theft of keys, vandalism or malicious damage not reported to the police.

Residential Home Emergency Policy Conditions and General Exclusions

• The excess that is shown on the Property Emergency certificate of insurance.

• An emergency which happens before the period of insurance or within 48 hours of the policyholder buying the policy for the first time

• Any loss or damage arising from faults, damage or infestation that the policyholder was aware of at the time they entered into this contract

• Any costs incurred when the policyholder has not notified us and received our prior agreement.

• Any loss or damage relating to repairs more specifically covered as part of any other insurance policy, guarantee or maintenance agreement.

• Damage incurred in gaining necessary access or the cost of effecting permanent repairs once the emergency has been resolved, including any redecoration or making good the fabric of the property.

• Any defect, damage or failure caused by malicious or wilful act, negligence, misuse, third party interference or faulty workmanship, including any attempted repair or modification which does not meet recognised industry standards.

• Any claim when the property has been left unoccupied for 30 consecutive days or more.

Residential Home Emergency Presentation Guide

Residential Home Emergency Competency Test

FAQ’s

Lexelle’s Home Emergency cover provides protection for a range of unexpected household emergencies including burst pipes, blocked drains, heating system breakdown, drainage problems, electrical wiring, property security, and pests. An approved contractor will attend to and resolve the situation, preventing the possibility of further costly damage to the policyholders home.

The definition of an emergency is a sudden and unexpected event at your property which if not dealt with immediately will:

• Expose you or a third party to a risk to their health or

• Make your property unsafe or unsecure or

• Will cause damage or further damage to your property and its contents or

• Will leave your property without mains services.

Yes – there are four levels of cover to choose from and they are:

• Plumbing and Boiler

• Plumbing, Boiler and Vermin

• Plumbing, Boiler and Electrics

• Plumbing, Boiler, Vermin and Electrics.

However please note only certain brokers will choose to have all levels of cover available to customer and some may decide a few or only offer one level of cover. Please check with your line manager to the covers available to you.

Yes – there are four levels of claim limits to choose from and they are:

• £250

• £500

• £750

• £1000

As per with the cover levels some brokers may offer all 4 limits to customers to choose from or may only decide to offer a few or just offer one claim limit. Please check your line manager the claim limit(s) available to you.

Yes – there are four excess options to choose from and they are:

• £0

• £25

• £50

• £75

As per the cover levels some brokers may offer all 4 excess options to customers to choose from or may only decide to offer a few or just offer one excess amount. Please check your line manager the excess(s) options available to you.

Yes – There is a claim limit of a maximum of three claims in a period of insurance.

Yes – but any incident or specific event that leads to a claim that has occurred prior to the start of the period of insurance or within 48 hours of the start of the period of insurance is not covered.

This Home Emergency Cover provides cover for private residential properties only. It is not available to customers who are a landlord and wish to cover their let property. The policy also does not cover a property which is unoccupied for more than 30 days, 2nd home holiday property or commercial properties.

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