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Premier Care

These terms apply for the full five years of your Premier Care Policy*. This leaflet contains a brief summary of cover and you should refer to the full terms and conditions contained in the certificate of insurance, a copy of which is available from your retailer or direct from the scheme administrator, HomeServe Membership Limited. Cover is governed by English Law. Premier Care does not affect your statutory rights as a consumer. Calls may be recorded for quality control and training purposes.

Important Information About Premier Care

Eligibility
To be eligible to purchase this Premier Care five year protection the goods must be for residential use, in a property which is not let or sublet and you must be a resident of the United Kingdom, Isle of Man, or the Channel Islands.

Insurer
This cover is underwritten by Inter Partner Assistance SA, The Quadrangle, 106-118 Station Road, Redhill, Surrey, RH1 1PR, United Kingdom. Inter Partner Assistance SA is authorised by the Commission Bancaire, Financière et des Assurances (CBFA) in Belgium and regulated by the Financial Services Authority (FSA) in the United Kingdom.

Administrator

Policies are arranged and administered by HomeServe Membership Limited. HomeServe Membership Limited is authorised and regulated by the Financial Services Authority. Our registration number is 312518. You can check the FSA’s register by visiting their website (www.fsa.gov.uk) or telephoning them from the United Kingdom on 0300 500 5000 (call rates may vary).

Making a Claim

Our primary objective in the event of a claim will be restoration of your furniture, and you should contact us on 0870 320 0333, within 72 hours of the accident discovery. We will then offer you a mutually convenient appointment for one of our experienced specialists to call and rectify your problem. Where the accident is likely to result in a stain please act immediately, remove any solid matter and soak up any moisture using a clean white cloth or absorbent tissue. Do not rub or use household cleaners or abrasives. Stains can be limited at this point using the blot and dabbing action.

Exclusions and Limitations

(This can be found on the certificate under section 4)
Any claim for or resulting from the following will not be valid:

  1. Damage caused deliberately by any person or child (NOTE: Deliberate child damage limited to one incident only during the life of the policy).
  2. Wear and tear consistent with the initial quality of the product and the manner in which the product is used.
  3. Loss of resiliency that is determined within the reasonable limits of the product quality.
  4. Neglect, abuse, or misuse of the product.
  5. The effects of sunlight, wind, weather, rusting, radiation, building fire, smoke damage, flooding or corrosion upon the product.
  6. Structural defects in products that have been manufactured in accordance with a defective design or specification.
  7. Changes in colour of any part of the product regardless of the cause.
  8. Stains caused by dye transfer.
  9. Staining or accidental damage to products used in a food preparation area.
  10. Use of incorrect or inappropriate cleaning products or cleaning methods.
  11. The removal of any odour even where caused by a stain.
  12. Damage caused whilst the product is in transit.
  13. Damage caused by animals (other than animal fluids), birds or insects. (NOTE: Pet damage is limited to one incident only during the life of the policy).
  14. Costs, expenses or other financial loss in addition to the costs of cleaning, repairing or replacing the product.
  15. Use of the product in business premises or in residential premises which you let or sublet.
  16. Use of the product outside your place of residence in the United Kingdom, Isle of Man and Channel Islands.
  17. Structural defects first discovered before the expiry of the manufacturers guarantee.

Complaints

If you have a complaint, please phone: 0870 320 6614 if you are a resident of the United Kingdom, or 01 2000 20 if you are a resident of the Republic of Ireland, email customer.care@hsweston.co.uk or write to HomeServe Membership Limited, Customer Care Manager, FREEPOST NAT12806, Weston-super-Mare, BS23 3BR, United Kingdom.

We will do our best to resolve this to your satisfaction but if you remain dissatisfied we will give you information about referring your complaint to the Financial Ombudsman Service if you are a resident of the United Kingdom or the Financial Services Ombudsman if you are a resident of the Republic Ireland.

Cancellation

You may cancel this insurance and receive a full refund of any premium you have paid provided you have not made a claim or the product has not been treated, by returning to the store where you bought the product together with the sales receipt or invoice and certificate of insurance within 14 days from receipt of your certificate. No refund of premiums will be made if you cancel the policy at a later date.

Compensation Scheme (for UK residents only)

This policy is covered by the Financial Services Compensation Scheme (FSCS). You may be entitled to compensation from the FSCS if the insurer cannot meet their obligations. This depends on the type of business and the circumstances of the claim. Most insurance contracts are covered for 100% of the first £2,000 and 90% of the remainder of the claim. Further information about compensation arrangements is available from the FSCS on 020 7892 7300.

Calls may be recorded for quality control and training purposes.

HomeServe is a trading name of HomeServe Membership Ltd, Cable Drive, Walsall, WS2 7BN, United Kingdom. Registered in England no. 2770612.