Home Assist Two T’s & C’s

This plan provides cover in relation to emergencies and in relation to other domestic incidents – please see the ‘What is Covered?’ section(s) of these terms and conditions.

Please read this document carefully along with any enclosed documents so you can make sure you know what you are covered for under your plan. If you have any queries, please call Gastek Home Assist on the customer services number, as shown on your plan schedule.

How do I make a claim?

If an incident occurs at your property, which is covered by your plan, please call the claims number shown on your plan schedule and we will arrange for the incident to be dealt with in accordance with the terms and conditions of your plan

Claims must be made by you or a person calling on your behalf. Please call us as soon as you are aware of the incident

The engineer may also ask to see your plan schedule when he/she arrives at your property. Please be aware that you cannot make a claim under your plan during any exclusion period. If applicable, the exclusion period(s) relevant to your plan are set out within your plan schedule.

Please note: If an appointment has been made for repairs/servicing and no one is present at the property or our engineer cannot gain access you will be charged a call out charge.

How long is my plan for?

Your plan will continue for the period specified on your plan schedule. You have certain rights to cancel your plan.

How can my plan be cancelled?

Only the named plan holder or an authorised representative of the named plan holder should call or write to cancel. Please make sure you contact us to cancel your plan so that we do not attempt to collect any future payments. Your plan may be cancelled in the following circumstances:

You may cancel this plan after the 12 month period by writing to us at office address or contacting our office

Gastek Home Assist may cancel this plan by giving you at least 7 days’ notice in writing to the last address provided to us if you are seriously in breach of the terms of your plan. Examples of a serious breach include: if you submit a fraudulent claim or if you use threatening or abusive behaviour towards our engineers or staff. We may also cancel the plan if the property is in poor condition.

The cancellation period shown on your plan includes the statutory 28 day period which commences on the start date of your plan, providing no claims have been made in that period.

a. If you cancel your plan within 12 months from the start date and you have made a claim/s we reserve the right to recover the cost of materials, call out and labour charges claimed for within that period.

b. If you cancel and have made no claims your payment will stop after the next due date (1st or 15th of each calendar month)

What if I miss a payment?

If you fail to make a payment of premium on the due date, your plan may be suspended and you will not be able to make a claim. Gastek Home Assist will notify you in writing within 5 working days of the date on which a payment was due if you fail to make a payment. If you do not pay the requested amount within 7 days of the due date, your plan will be cancelled. You will remain liable for any due and outstanding premium for the period up to the date of cancellation. If you want to make a claim under your plan whilst your plan coverage is suspended, you will be required to pay any outstanding premiums before an engineer will be despatched to your property. When your plan is cancelled, the outstanding premium due to us will depend on how you selected to pay your premium for the plan. If you pay your premium monthly, the outstanding premium will be your monthly premium payments up to the date that the plan is cancelled. If you pay your premiums quarterly or annually, the outstanding premium will be all unpaid premium payments for the term of the plan.

What if I move home?

You are responsible for informing Gastek Home Assist of a change of your address so that cover can be transferred to your new property. We will also arrange for an engineer to inspect the boiler at your new property (upon fist visit) Please phone us on the customer services number or write to Gastek Home Assist at the office address, to advise us of your new address. We will check with you whether your cover is appropriate for your new property before it is transferred. If it is not appropriate you may cancel your plan.

How do I renew?

If you pay via monthly Direct Debit there is no enforced end date. The agreed monthly amount will be taken unless you advise us otherwise. However we will require a signed contract form to be returned to us every 12 months (this will be sent via post from Gastek Home Assist) If you pay in one yearly payment Gastek Home Assist will contact you in writing before your plan expires to arrange the renewal of your plan. At the same time we will review your premium and advise you of your renewal premium amount. Your claims history will be considered as part of the premium review. We reserve the right to adjust your premium to reflect any changes in the rate of tax applicable to it. Gastek Home Assist reserves the right to refuse renewal of any individual plan and we will inform you before your plan expires if we choose to do so.

How can I complain?

Only the named plan holder(s) or a representative authorised by the named plan holder should call or write to make a formal complaint. If you have a complaint, please phone or write to Gastek Home Assist in the first instance using the customer services number or office address. Every effort will be made to resolve your complaint to your satisfaction.

PLAN COVERAGE

Boiler & Controls

If you think you have a gas leak (i.e. it is an emergency), you MUST immediately call Cadent on 0800 111 999. The National Gas Emergency Service will attend your property and isolate the leak.

Cover Definitions

Domestic gas central heating system (boiler and/or system): the private domestic gas central heating boiler, supplying your property, fired by natural gas, with a permissible output of up to 60 kW/hr. This includes from the boiler isolating valve, including all manufacturer’s fitted components within the boiler together with the pump, motorised valves, thermostat, timer, temperature and pressure controls, radiators, interconnecting pipe work, feed and expansion tank.

Beyond Economical Repair (BER) (applies to the boiler only): Upon making a claim, the total cost of parts (including VAT) required to repair the boiler will be determined by us using reputable suppliers. If this cost exceeds 85% of the manufacturer’s current retail price (or if this is not available, the average current retail price available through leading UK suppliers) for a boiler of the same or similar make and model to your boiler or the then current version of your boiler, it will be deemed to be beyond economical repair. If the boiler is of a certain age and we are unable to get parts for this particular boiler we will also be unable to repair.

What is covered ?

What isn’t covered ?

Beyond repair – If upon making a claim your boiler is deemed to be beyond repair, we will recommend what the best solution will be. It maybe that we advise you to have a new boiler installed with a boiler of the similar make and model or the then current version of your boiler, which has the same or similar functionality as your boiler and has a power output of up to 60KW/hr. We cannot guarantee the same make or model or that it will be fitted in the same place. Replacements will meet all current statutory.

Requirements. When your boiler is declared BER, you will be transferred to a similar plan without cover for gas central heating included. Your premium will be adjusted accordingly

Maintenance work – The engineer, when dealing with your system may complete the repair but diagnose that additional maintenance work is required to your boiler and/or system in order to prevent a future breakdown. For example; maintenance work can include circumstances where there is a build up of sludge/scale/rust resulting in your boiler and/or system needing cleaning. As this maintenance work is not covered under this plan, it is your responsibility to have it completed. You may contact us for a quote on remedial work.

Obsolete parts – Gastek Home Assist uses reputable suppliers who stock the usual parts required to fix most boilers. However if, when attempting to fix your system we find that the relevant manufacturer’s spare parts are not readily available after a search of all Gastek Home Assists stockists or that parts may be available but will take longer than 28 days to source, we will not be able to complete your repair. You will be transferred to a similar plan without cover for gas central heating included. If your premium is paid monthly you will not receive any refund and the new premium shall take effect from your next monthly payment. If a similar plan without gas central heating is not available, your plan will be cancelled.

Annual Boiler Service

This Policy includes an annual boiler service, we will send you a reminder letter around one month before the due date of your service. You will then need to contact us to book an appointment. Only one boiler service per year is included under the plan, you cannot have more than one in the 12 month period.

Central Heating

What is covered ?

What isn’t covered ?

General Exclusions

The following are also excluded from cover and therefore the underwriter will not be liable for any of the following:
a) any item not forming part of your plan coverage as detailed in ‘What is Covered?’;
b) any event, loss or damage arising from circumstances known to you before your plan start date;
c) any costs / activities in excess of the claims limit or any other limit specified in ‘What is Covered?’. You are responsible for agreeing and settling these costs directly with the engineer;
d) any losses caused by any delays in obtaining spare parts and any losses as a result of an incident covered by this plan other than those direct costs expressly covered by this plan, unless caused by our negligence or that of our agents and suppliers, including the failure to search all of our stockists for a spare part;
e) systems/equipment/appliances that have not been installed, serviced or maintained regularly according to British Standards and/or manufacturer’s instructions; or that are subject to a manufacturer’s recall;
f) instances where a repair/replacement is only necessary due to changes in legislation/health and safety guidelines;
g) any defect, damage or breakdown caused by accidental damage-i.e nails through pipes or wires, malicious or wilful action, negligence, misuse or third party interference, including any attempted repair or modification to the elements covered by this plan, which does not comply with British Standards;
h) any parts not supplied and chosen by us. Subject to any applicable regulations, our engineer can fit an alternative part (that complies with British Standards) supplied by you at the time of the visit (e.g. a switch or tap) however this part will not be guaranteed. Our engineer will not fit alternative parts supplied by you where the claim relates to the gas supply or the central heating system;
i) normal day-to-day maintenance of the items covered by your plan at your property, for which you are responsible;
j) any situation where due to health and safety, a specialist person is required, e.g. where asbestos is present;
k) any loss in the event of damage occurring where the property has remained unoccupied for 60 or more consecutive days;
l) any loss arising from subsidence, heave of the site or landslip caused by:

• bedding down of new structures;
• demolition or structural repairs or alterations to the property;
• faulty workmanship or the use of defective materials;
• river or coastal erosion;
  m) any loss or damage arising as a consequence of:
• war, invasion, act of foreign enemies, terrorism, hostilities (whether war is declared or not), civil war, rebellion, revolution, insurrection, coup, riot or civil disturbance;
• ionising radiation or contamination by radioactivity from any nuclear fuel or from any nuclear waste from combustion of nuclear fuel, the radioactive toxic explosive or other hazardous properties of any explosive nuclear assembly or its nuclear com-
  ponent;
• any defect, loss or damage occasioned by fire, lightning, explosion, tempest, flood, earthquake, impact or other extraneous causes, unless the consequences of any of these are expressly stated to be included elsewhere;
  n) loss, damage or indirect costs arising as a result of disconnection from or interruption to the gas, electricity or water mains services to the property, for example a power cut to your neighbourhood;
• o) any investigative work, where the incident which caused you to claim has already been resolved;
• p) any damage arising as a consequence of tree or plant roots
• q) if an unusually high number of claims has been made Gastek Home Safe Ltd reserve the right to review and increase the
• price of your Plan accordingly at any time.
• r) the following are not covered:
• i pumps including; sewerage pumps, drainage pumps, shower pumps, any associated electrics or valves,
• ii water softeners,
• iii waste disposal units, macerators
• iv air conditioning units;
• v unvented hot water cylinders or their controls;
• vi cesspits, septic tanks and any outflow pipes;
• vii vacuum drainage systems;
• viii swimming pools or decorative features including ponds, fountains and any associated pipes, valves or pumps;
• ix ground, air and water source heat pump systems
• x power generation systems and their associated pipework, pumps, panels and controls including: solar panels and/or wind
• turbines; combined heat and power systems (systems that generate electricity and heat at the same time).
• t. Only one bathroom (toilet, basin & taps) is covered under the plan

General Conditions

Our guarantee

Under this plan, the workmanship and any part(s) used by us to solve the problem will be guaranteed for a period of twelve months from the date the work is carried out. Where appropriate, we may advise you that remedial or maintenance work will be required to be undertaken by you in order to bring your installation up to a suitable standard or to prevent a future incident. Such work will be at your own cost.

Creating access

Upon arrival at your property, the engineer will locate the source of the incident. If direct access is not available, for instance if there are floor tiles or floorboards in the way, the engineer will need to create access. Unless stated in the ‘What is Covered?’ sub-sections of the Plan Coverage section, this plan does not provide you with cover for any damage which may be caused to the property, its contents, fixtures, fittings, floorings or sanitary ware (unless such damage is as a result of our engineer’s negligence). We will be unable to progress your claim until you have arranged for access to be made

Property eligibility

This plan is for homeowners only. Retail, commercial and other. Please also see the definition of property in the ‘General Definitions’ section. The boiler at your property must have a power output of less than 60 KW/hr and be fired by natural gas (and not electric or oil). Your property must not be heated by dual purpose boilers, a warm air heating system, combination and unvented cylinders or thermal storage units

How we use your data

Any information that you provide under this plan will be held and used to administer your plan by Gastek Home Assist (the ‘data controller’ for the purposes of the Data Protection Act 1998). Gastek Home Assist may use your data for the purposes of training, testing, quality control, research and statistical analysis. Gastek Home Assist may also use your data to keep you informed by post or telephone of any products or services which they consider may be of interest to you. If you do not want to receive such information please write to Gastek Home Assist at the office address marking the communication ‘For the attention of the Sales Manager.’ To help keep your information accurate and up to date we may use information from selected third parties.