Thank you for choosing HFR Administration (“A trading name of Homeserve Furniture Repairs”) to supply your furniture protection. We hope that your furniture will be trouble free, however you should need to make a claim under your Certificate of Insurance please follow the process detailed under “Claims Procedure”.
Subject to the level of cover provided, details of which can be found on the front of your Certificate we will indemnify you against the costs of removing stains, repairing structural defects and accidental damage relating to your furniture in accordance with the terms and conditions shown below provided the premium (which includes Insurance Premium Tax) has been paid for the cover selected.
Your furniture insurance has been arranged by HFR Administration and administered by Homeserve Furniture Repairs Ltd & underwritten by UK General Insurance Limited on behalf of Great Lakes Insurance SE. Great Lakes Insurance SE is a German insurance company with its headquarters at Königinstrasse 107, 80802 Munich. UK Branch office: Plantation Place, 30 Fenchurch Street, London, EC3M 3AJ
Homeserve Furniture Repairs Ltd is authorised and regulated by the Financial Conduct Authority.
UK General Insurance Limited is authorised and regulated by the Financial Conduct Authority. Firm Reference No. 310101. You can check Our details on the Financial Services Register https://register.fca.org.uk/.
Great Lakes Insurance SE, UK Branch, is authorised by Bundesanstalt für Finanzdienstleistungsaufsicht and subject
to limited regulation by the Financial Conduct Authority and Prudential Regulation Authority. Firm Reference
No.769884. Details about the extent of their regulation by the Financial Conduct Authority and Prudential Regulation Authority are available on request.
What to Do in the Event of an Incident or Spillage.
In the event of an incident, you must contact the service provider for instructions before attempting to clean or repair the affected furniture or carpet. You should only clean the affected furniture or carpet following the direction from the service provider, and by using any approved cleaning kit supplied by your retailer or recommended by the service provider. Customer Service Help line on 01384 473017 (Monday – Friday 9am-5pm).
- The words or expressions detailed below have the following meaning wherever they appear in this Certificate of Insurance.
- Service provider; HFR Administration, Unit 2, Delph Road, Brierley Hill, West Midlands, DY5 2UA.
- Administrator; Homeserve Furniture Repairs Limited, Unit 2, Delph Road, Brierley Hill, West Midlands, DY5 2UA.
- Insured, You, Your; The person(s) whose name and address is shown on the Certificate of Insurance.
- Insurer / We / Us / Our; UK General Insurance Ltd on behalf of Great Lakes Insurance SE.
- Furniture; The item or items detailed on your sales receipt and the subject of this Certificate as stated overleaf.
- Service Request; The request for a technician to attend to your home during normal working hours (8am – 5pm Monday to Friday).
- Consequential Loss; Any other costs that are directly or indirectly caused by the event which led to your claim unless specifically stated in this policy. For example, the loss of use while a repair is carried out.
Limit of Indemnity
We will pay for cleaning, repairs, part or full replacement up to a maximum of £10,000 for damaged furniture or up to the original purchase price of either article, whichever is the lower in settling any one claim or in total of all claims made
during the period of insurance. Mattress protectors will be replaced up to a maximum 5 times as a result of a valid claim.
Originally supplied arm caps and scatter cushions are covered for stain removal and accidental damage only. If the arm
cap or scatter cushion cannot be cleaned or repaired our limit of indemnity is restricted to the original cost of the arm
cap or scatter cushion.
The insurance is limited to the United Kingdom, the Channel Islands and the Isle of Man.
Period of Insurance
Cover under this Certificate of Insurance will commence on the date of delivery of the furniture item(s) covered as stated
overleaf and will continue, subject to the terms set out in this Certificate of Insurance, for a period of five years inclusive
of the supplier’s 12month warranty period. Cover for structural damage is limited to 48 months and will commence 12
months after the date of delivery of the furniture.
What is Covered
The following occurrences of stain, structural defects and accidental damage are covered under this Certificate of
Insurance subject to the exclusions listed under “What is not covered”.
Cabinet furniture (hardwood furniture)
Stains & accidental damage to cabinet furniture which is sudden and accidental resulting from;
- Water, liquid or heat marks from items in normal household use;
- Breakage, dents, chips, scratches; or
- Breakage, scratches and chips of glass or mirrors occurring during normal household use;
- Pet damage, limited to three (3) claims during the period of insurance.
- Structural defects to cabinet furniture following the expiry of the manufacturers warranty caused by;
- Defects to frames caused by breakage or becoming warped;
- Cracking of solid wood furniture;
- Peeling of the finish on solid wood;
- Bending and breakage to metal components.
- Excessive loss of resilience.
Upholstery furniture and mattresses
Stains on fabric or leather furniture, mattresses (including mattress protectors) which are sudden and accidental resulting from;
- Food and beverages;
- Ink, paint and dye;
- Human and pet bodily fluids;
- Cosmetics, soap and shampoo;
- Wax and wax polish;
- Glue and superglue;
- Dye transfer from clothing and newspaper print;
- Acids, bleaches, caustic and corrosive solutions and substances.
Structural defects to fabric or leather furniture, mattresses (including mattress protectors) following the expiry of the supplier’s warranty caused by;
- Defects to frames caused by breakage or becoming warped;
- Defects of mechanical, electric recliners and components;
- Bending and breakage of metal components;
- Broken zips, castors, and buttons;
- Separation of seams and stitching;
- Lifting or peeling of the hide on leather furniture;
- Loss of resilience to foam and fibre interiors.
Accidental damage on fabric, leather furniture, mattresses & mattress protectors caused by:
Rips, tears, burns, scuffs, scratches and punctures. Accidental damage includes damage caused by pets. Damage caused
by pets is limited to three (3) claims during the period of insurance.
What is Not Covered
We will not pay the claim costs arising from:
1 - Any damage (structural or otherwise), soiling or staining caused:
- Prior to or during delivery;
- To insured items used for rental / sublet or commercial purposes, or furniture in storage or transit;
- By or resulting from misuse, mishandling, abuse, neglect, violence or vandalism;
- By or resulting from deliberate damage by any person, including children;
- Removal of stains caused by a build-up of perspiration, hair and body oils;
- By accumulated multiple stains or any unidentifiable stain;
- By any spill or stain not attended to in a manner described by the administrator;
- By fire, fibre damage, smoke, ash, flood, wind, lightning, the act of sunlight, oxidisation, or any other natural disaster;
- Colour loss or any change in colour as a result of usage or wear and tear.
- By any other cause not specifically mentioned under What is Covered.
2 - Removal of odours even when caused by a stain;
3 - Stains & damage that are consistent with wear and tear or anything that happens gradually;
4 - Damage caused by insects, non-domestic animals or wild birds;
** Pet damage which is extensive and not a single incident;
5 - The use or application of cleaning substances or materials other than those provided;
6 - Insured items that do not meet the minimum requirements of the British furniture industry;
7 - Fabric Fraying & Lost buttons;
8 - The cost of replacing your insured item in the event of staining or damage to arm caps or scatter cushions;
9 - Failure to comply with the manufacturers, suppliers, or insurance or service providers instructions;
10 - Use of the furniture in a manner other than that intended by the manufacturer;
11 - Loss of resilience if under 30%;
12 - Natural characteristics of leather, such as brands, bites, tick marks and opened scars;
13 - Failed repairs carried out under the manufacturer’s warranty;
14 - Repairs carried out by a technician not assigned by the service provider;
15 - Fading, effect of sunlight or non-colour fast materials;
16 - Variations in batches of dyes, where a part is replaced the colour match will be within a commercial tolerance;
17 - Consequential loss of any kind and or loss of use;
18 - Structural defects first discovered during the manufacturers warranty period;
19 - Damage not consistent with the original claim or misrepresentation of an occurrence;
20 - Service costs where having arranged for the attendance of a service provider they are unable to gain access to
the furniture. In such instances you will be responsible for the cost of the service request to the service provider
before they will re-attend.
Any direct or indirect consequence of war, civil war, invasion, acts of foreign enemies (whether war be declared or not), rebellion, revolution, insurrection, military or usurped power, or confiscation, nationalisation, requisition, destruction of or damage to property by or under the order of any government, local or public authority.
Any direct or indirect consequence of terrorism as defined by the Terrorism Act 2000 and any amending or substituting
Any direct or indirect consequence of:
- Irradiation, or contamination by nuclear material; or
- The radioactive, toxic, explosive or other hazardous or contaminating properties of any radioactive matter; or
- Any device or weapon which employs atomic or nuclear fission or fusion or other comparable reaction or radioactive force or matter.
Any consequence, howsoever caused, including but not limited to Computer Virus in Electronic Data being lost, destroyed,
distorted, altered, or otherwise corrupted.
- For the purposes of this Policy, Electronic Data shall mean facts, concepts and information stored to form useable data for communications, interpretations, or processing by electronic or electromechanical data processing or other electronically controlled hardware, software and other coded instructions for the processing and manipulation of data, or the direction and manipulation of such hardware.
- For the purposes of this Policy, Computer Virus shall mean a set of corrupting, harmful, or otherwise unauthorised instructions or code, whether these have been introduced maliciously or otherwise, and multiply themselves through a computer system or network of whatsoever nature.
Duty of Care
The existence of this insurance Certificate of Insurance does not eliminate the need for you to maintain the furniture to a
reasonable standard as directed by the manufacturer and keeping the furniture clean and out of direct sunlight.
Unless some other law is agreed in writing, this policy is governed by English law. If there is a dispute, it will only be dealt with in the courts of England or of the country within the United Kingdom in which your main residence is situated.
What to Do in the Event of an Incident or Spillage.
In the event of an incident, you must contact the service provider for instructions before attempting to clean or repair the
affected furniture. You should only clean the affected furniture following the direction from the service provider, and by
using the approved cleaning kit or method recommended.
Consumer Insurance Act
You are required by the provisions of the Consumer Insurance (Disclosure and Representations) Act 2012 to take care to:
a) supply accurate and complete answers to all the questions we or the administrator may ask as part of your application for cover under the policy
b) to make sure that all information supplied as part of your application for cover is true and correct
c) tell us of any changes to the answers you have given as soon as possible.
You must take reasonable care to provide complete and accurate answers to the questions we ask when you take out, make changes to and renew your policy. If any information you provide is not complete and accurate, this may mean your policy is invalid and that it does not operate in the event of a claim or we may not pay any claim in full.
Transfer of Insurance
You can transfer this Certificate of Insurance to another named party (subject to the payment of a £35.00 administration
fee) by returning the document to the service provider and supplying the full name and address of the new party.
You must take reasonable care to:
- Supply accurate and complete answers to all the questions your (administrator / agent) may ask as part of your application for cover under the policy
- to make sure that all information supplied as part of your application for cover is true and correct
- tell your (administrator / agent) of any changes to the answers you have given as soon as possible.
You must take reasonable care to provide information that is accurate and complete answers to the questions your (administrator / agent) ask when you take out, make changes to and renew your policy. If any information you provide is not accurate and complete, this may mean your policy is invalid and that it does not operate in the event of a claim or we may not pay any claim in full.
If you become aware that information you have given your (administrator / agent) is inaccurate or has changed, you must inform them as soon as possible.
You must not act in a fraudulent way. If you or anyone acting for you:
- Fails to reveal or hides a fact likely to influence whether we accept your proposal, your renewal, or any adjustment to your policy;
- Fails to reveal or hides a fact likely to influence the cover We provide;
- Makes a statement to us or anyone acting on Our behalf, knowing the statement to be false;
- Sends us or anyone acting on our behalf a document, knowing the document to be forged or false;
- Makes a claim under the policy, knowing the claim to be false or fraudulent in any way;
- Makes a claim for any loss or damage you caused deliberately or with your knowledge; or
- Ff your claim is in any way dishonest or exaggerated,
We will not pay any benefit under this policy or return any premium to you and we may cancel your policy immediately and backdate the cancellation to the date of the fraudulent claim. We may also take legal action against you and inform the appropriate authorities
We hope you are happy with the cover this policy provides. However, if you decide that for any reason, this Policy does not meet your insurance needs then please return it to your administrator within 14 days from the day of purchase or the day on which you receive your policy documentation, whichever is the later. On the condition that no claims have been made or are pending, we will then refund your premium in full.
Thereafter you may cancel the insurance cover at any time by informing your administrator however no refund of premium will be payable.
We shall not be bound to accept renewal of any insurance and may at any time cancel any insurance document by giving 14 days notice in writing where there is a valid reason for doing so. A cancellation letter will be sent to you at your last known address. Valid reasons may include but are not limited to:
a) Where we reasonably suspect fraud
b) Non-payment of premium
c) Threatening and abusive behaviour
d) Non-compliance with policy terms and conditions
e) You have not taken reasonable care to provide complete and accurate answers to the questions we ask.
Where our investigations provide evidence of fraud or a serious non-disclosure, we may cancel the policy immediately and backdate the cancellation to the date of the fraud or the date when you provided us with incomplete or inaccurate information, which may result in your policy being cancelled from the date you originally took it out.
If we cancel the policy and/or any additional covers you will receive a refund of any premiums you have paid for the cancelled cover, less a proportionate deduction for the time we have provided cover, unless the reason for cancellation is fraud
When Cover Ends
Cover will terminate immediately, and you will lose all rights to the benefits under your Certificate of Insurance:
- If the premium for this Certificate of Insurance is not paid.
- On the insurance expiry date as shown overleaf.
- If you modify the insured furniture.
- In the event of a claim that has resulted from a breach of any of the terms in this Certificate of Insurance.
- Following payment(s) and/or cost incurred by the insurer in relation to any one claim or the total of all claims, made by you throughout the insurance period, reaching the limit of indemnity.
- In the event of fraud, misrepresentation or dishonesty of any kind by you, or anyone acting on your behalf, in relation to this insurance or any claim.
- The date we replace your furniture in full or the date we compensate you for the full loss of your furniture.
- The date you or we cancel the agreement.
In order to make a claim you must notify the service provider as soon as possible after the incident, and in any event no later than 14 working days after the occurrence. Any delay in notification may result in permanent damage and will invalidate your claim. You should notify the Customer Service Help line on the relevant number shown below, quoting your
Certificate number and the reason for the service request. Customer Service Help line 0800 011 4230 (Monday – Friday 9am-5pm). Valid claims will be settled by cleaning, repairing or replacing the damaged product. If a repair can be made, it must be considered prior to a replacement being considered. Neither the value of repairs or replacement shall exceed the maximum liability. Over time the colour, shade and appearance of your product is likely to change and therefore in the event new covers are required we will supply parts based on the original appearance of your product. Wherever possible we will try and limit any differences, but our liability is to repair the product based on the original specification. We may decide to offer you a cash settlement in lieu of a repair for the value of our repair. In the event of a stain claim the Administrator’s first response may be the despatch of a specialist cleaning product for your stain along with a claim form. If the cleaning product is unsuccessful in removing the stain, then please complete the claim form and the Administrator may then arrange for an inspection of your furniture to decide upon the most economical method of settling your claim. Where we are not able to clean, repair or replace the damaged product satisfactorily we will issue a credit note for use at the same retailer from which you originally purchased the product. If the retailer has ceased to trade or has moved, we will issue a credit note for use at a similar retailer of our choice that is local to you. The value of the credit note will be the amount you paid for the product less any previous claim costs, subject to the maximum liability. Where items are non-integral and therefore easily separated, such as a sideboard and chest of drawers or arm caps, scatter cushions and other accessories, they are treated as separate products in the event of a claim. If your claim is settled by credit note we reserve the right to take sole ownership of the defective product. If we chose to take ownership, the defective product will be collected following the delivery of the replacement product. If we choose not to collect the defective product as above, the ownership of it and the responsibility for it will remain solely with you”
It is the intention to give you the best possible service but if you do have any questions or concerns about this insurance or the handling of a claim you should follow the Complaints Procedure below:
SALE OF THE POLICY
Please contact your agent store/retailer who arranged the Insurance on your behalf.
Homeserve Furniture Repairs Limited Unit 2, Delph Road, Brierley Hill, West Midlands, DY5 2UA. In all correspondence please state that your insurance is provided by UK General Insurance Limited and quote scheme reference 05030.
If your complaint about your claim cannot be resolved by the end of the third working day, Homeserve Furniture Repairs will pass it to: Customer Relations Department, UK General Insurance Limited, Cast House, Old Mill Business Park, Gibraltar Island Road, Leeds LS10 1RJ Tel: 0345 218 2685 Email: email@example.com
If it is not possible to reach an agreement, you have the right to make an appeal to the Financial Ombudsman Service. This also applies if you are insured in a business capacity and have an annual turnover of less than €2million and fewer than ten staff. You may contact the Financial Ombudsman Service at:
The Financial Ombudsman Service,
Tel: 0300 123 9 123
The above complaints procedure is in addition to your statutory rights as a consumer. For further information about your statutory rights contact your local Citizens Advice Bureau.
If you have purchased the insurance policy online, you may also raise your complaint via the EU Online Dispute Resolution Portal at http://ec.europa.eu/consumers/odr/. This will forward your complaint to the correct Alternative Dispute Resolution scheme. For insurance complaints in the UK this is the Financial Ombudsman Service. However, this may be a slower route for handling your complaint than if you contact the Financial Ombudsman Service directly.
Great Lakes Insurance SE is covered by the Financial Services Compensation Scheme (FSCS). You may be entitled to compensation from the scheme, if Great Lakes Insurance SE cannot meet their obligations. This depends on the type of business and the circumstances of the claim. Most insurance contracts are covered for 90% of the claim with no upper limit. You can get more information about compensation scheme arrangements from the FSCS or visit www.fscs.org.uk.
You may also contact the FSCS on their Freephone number: 0800 678 1100 or 020 7741 4100 or You can write to: Financial Services Compensation Scheme, P O Box 300, Mitcheldean, GL17 1DY
UK GENERAL INSURANCE LTD PRIVACY NOTICE
We are UK General Insurance Ltd, referred to as “we/us/our” in this notice. Our data controller registration number issued by the Information Commissioner’s Officer is Z7739575.
This privacy notice is relevant to anyone who uses our services, including policyholders, prospective policyholders, and any other individuals insured under a policy. We refer to these individuals as "you/your” in this notice.
We are dedicated to being transparent about what We do with the information that We collect about You. We process your personal data in accordance with the relevant data protection legislation.
Why do we process your data?
The provision of your personal data is necessary for us to administer your insurance policy and meet our contractual requirements under the policy. You do not have to provide Us with Your personal data, but we may not be able to proceed appropriately or handle any claims if you decide not to do so.
What information do we collect about you?
Where you have purchased an insurance policy through one of our agents, you will be aware of the information that you gave to them when taking out the insurance. The agent will pass your information to us so that we can administer Your insurance policy.
For specific types of insurance policies, for example when offering you a travel insurance policy, we may process some special categories of your personal data, such as information about your health.
We have a legitimate interest to collect this data as we are required to use this information as part of your insurance quotation or insurance policy with us. We may also process the data where it is necessary for a legal obligation, or as part of the establishment or defence of a legal claim.
UK General’s full privacy notice
This notice explains the most important aspects of how we use your data. You can get more information about this by viewing our full privacy notice online at http://ukgeneral.com/privacy-policy or request a copy by emailing us at firstname.lastname@example.org. Alternatively, you can write to us at: Data Protection, UK General Insurance Ltd, Cast House, Old Mill Business Park, Gibraltar Island Road, Leeds, LS10 1RJ.
GREAT LAKES INSURANCE SE INFORMATION NOTICE
Personal Data provided in connection with this policy will be used and processed in line with the Information Notice. A copy of this is available at https://www.munichre.com/en/service/privacy-statement/index.html.