Terms and Conditions
RM Plumbing and Gas Services Ltd
Terms and conditions
1.
IMPORTANT
INFORMATION
There are certain conditions and exclusions which
limit your cover; please read
the policy and policy schedule carefully to ensure it meets
your requirements.
Your
policy is a
boiler and controls repair only policy and does not cover
you for the replacement of
the boiler or for
boiler maintenance, both of which are
your
responsibility. While it is not a
condition of your policy for
your boiler to have had an
annual boiler service completed,
you are required to maintain the
boiler and controls in good
working order. We reserve the
right for the engineer to
refuse a repair where the
breakdown is due to the lack
of
maintenance.
Where
we are unable to repair
the boiler or where
we do not fix a
breakdown because the cost of
repair exceeds £500 (including VAT charged at the relevant rate at
the relevant time), we will
cancel your policy and settle
the claim for the lowest of:
a.
The aggregate payments you
have made in the twelve months to the date of cancellation;
b.
The payments you have made
since your policy was
reinstated if you have failed
to pay a payment when due;
c.
The
payments
you have
made since
the last
repair
was completed
under
your
policy.
We
hope you
are happy with the cover this policy provides. It is important that
you read these terms and conditions carefully, together with
your schedule, as they form
the basis of your policy with
us. If
you have any questions or anything is incorrect please call
our administrator,
RM Plumbing & Gas Services Ltd on 01417728101. Lines are open Monday
to Friday 9am to 5pm. RM Plumbing
& Gas Services Ltd administers the policy, manages all claims and
holds premiums, refunds and any claims. To improve the quality of
our service, calls to
RM Plumbing & Gas Services Ltd
may be recorded.
If you
decide this insurance does not meet with
your requirements,
you may cancel the policy. If
you cancel within 14 days of
the issue date (or, if later, the date
you receive the contractual
terms and conditions and any other pre-contractual information required
by the rules of the Financial Conduct Authority),
we will refund any payment
you have paid.
Your
Policy has been arranged by RM Plumbing & Gas
Services Ltd, 141 Crowhill Road, Bishopbriggs, Glasgow G64 1RS.
2.
DEFINITIONS
The following words shall have the meanings given
below wherever they appear in bold.
Boiler
and
Controls - A natural gas central heating boiler installed within the
home and the pump,
thermostatic valves, motorised valves, cylinder thermostat, and the
time, pressure and temperature
controls.
Breakdown -
A mechanical or electrical malfunction
(which is not a reoccurring or intermittent fault capable of
repair under the terms and
conditions of this policy) which results in the
boiler and / or
controls in your home no
longer working in accordance with the manufacturer’s specification and
requiring a repair which is
not covered by a manufacturer’s, supplier’s or installer’s guarantee or
warranty.
Call Out -
A request for a
repair from
you to RM Plumbing & Gas
Services Ltd, following a
breakdown of the
boiler
and / or
controls.
Cost of Repair
– RM
Plumbing & Gas Services Ltd’s assessment of the likely open market
cost, including VAT charged at the relevant rate at the relevant time,
of making a repair, including
all call out and labour
charges and costs of replacement parts, if carried out by a suitably
qualified and competent
engineer.
Engineer
-
A
Gas Safe
registered
tradesperson approved
by
us
and instructed
by
RM Plumbing & Gas Services Ltd
to undertake a repair under
the policy.
Excess -
Where
you have selected to pay a contribution to the cost of each
call out the details of the
amount you have agreed to pay
before the engineer will
attend will be shown on your
policy schedule.
Excluded
Period - A period expiring on the date
which is the latest of the following dates:
a.
The start of cover date of
your
policy;
b.
The date
which is
21 days
after the
date
your
home is
no longer
classed as
being
unoccupied.
Excluded List –
A list of
boilers which are not
acceptable for coverage under this policy as posted
on RM Plumbing & Gas
Services ’s
website
www.rmplumbingandgas.co.uk
at the date you applied for
the policy
Home
- A domestic dwelling including integral garage
which is your permanent
private place of residence for which
you have provided the address
details as shown on the schedule and which is:
a.
Situated in England, Scotland or
Wales
b.
Your
principal and main residence
and
c.
Has a maximum of 5 bedrooms.
Repair -
The work undertaken by the
engineer during a
call out to return the boiler
and / or controls to
working order following a
breakdown.
Schedule -
The document sent to
you confirming the
issue date, whether this is an annual or monthly policy, details of
the insured, the
home, the
payments and when they are due, the
excess (if any) and the make of
boiler.
RM Plumbing &
Gas Services Ltd – The administrator of
your policy.
Start of cover date
- The date which is the later of:
a.
21 days after the issue date or
b.
The date you have selected
for your direct debit
payment to be made.
Unoccupied
- Where no one has resided in the
home for a period exceeding 30 consecutive days.
We, Us, Our,
Insurer - UK General Insurance Limited on behalf of Ageas Insurance
Limited.
UK General Insurance Ltd is an agent of
Ageas Insurance Limited
and in the matters of a claim act on behalf of
Ageas Insurance Limited.
You, Your,
Insured - The person(s) named on the
schedule along with any other permanent members of the household.
3.
WHAT IS COVERED AND HOW TO ARRANGE A
REPAIR
In the event of
you notifying
RM Plumbing & Gas Services Ltd
of a breakdown we will,
subject to the terms and conditions of this policy, arrange a
repair where the
breakdown first occurs after the
excluded period.
Telephone
RM Plumbing & Gas Services Ltd
on:
01417728101. Lines are open 24/7, 365 days a year. A
mobile number will be provided via an answering machine in the event of
a requirement out with normal trading hours.
a.
Arrange a day and time for an
engineer to visit your home,
where the fault cannot be rectified over the phone.
RM Plumbing & Gas Services Ltd
and the engineer will have
the discretion as to when and how work is undertaken. This will be based
on the details provided by you.
Whilst we will make all possible efforts for the
engineer to attend at the time agreed, there may be circumstances
which prevent an engineer
attending at or soon after the agreed time, in which case
we will contact you to
make an alternative
appointment;
b.
Collect
any excess due from
you for the call
out.
All requests for a
repair must be made through
RM Plumbing & Gas Services Ltd. If
you make any arrangements
through any other person, we
will not meet the cost of any claim.
Where a valid claim is made, we
will pay all costs relating to the
repair to the
engineer. You are
responsible for paying the excess
when you request the
repair.
Our commitment to
you under this policy is
(subject to the terms of this policy including the exclusions set out in
section 4) to repair a
breakdown, provided the
cost of repair
does not exceed £450 (including VAT charged at the relevant
rate at the relevant time). We are not liable for any other loss which
you may suffer as a result of any
breakdown.
4. WHAT IS NOT COVERED
We
do not
cover
a.
A breakdown where the
cost of repair exceeds £500
including VAT charged at the relevant rate at the relevant time;
b.
Any breakdown where the
engineer is unable to
repair the
boiler due to the engineer
being unable to obtain the spare
parts required to complete the repair;
c.
The cost of a replacement
boiler or the cost of labour
to replace the
boiler;
d.
Reoccurring or intermittent faults, where the
engineer has previously
attended and issued a report to
RM Plumbing & Gas Services Ltd
stating the fault is not a
breakdown as defined under the
policy;
e.
A boiler fitted within a
dwelling with more than 5 bedrooms or in a property which is not a
private domestic dwelling which is
your principal place of
residence;
f.
Adjustments that would reasonably be expected to be made by
you e.g. lighting of the
boiler or re-setting of
boiler’s time or temperature
controls or the correct operation or routine adjustment of time or
temperature controls; topping
up of pressure etc..
g.
Any
repair which requires the removal of asbestos in order to complete
the repair;
h.
Clearing of airlocks, de-scaling or any work arising from hard water
scale deposits, including de-sludging or the effects of mineral build up
within the heating system which restricts the flow of water or results
in corrosion within the
system;
i. Any repair to a boiler or its controls that has been on our excluded list since the issue date;
j.
Any defects or inadequacy attributable to the original design or method
of construction or installation of the
boiler or of the central
heating system;
k. Any part of the central heating system, other than the boiler and controls;
l.
The fabric of the home including pipe work or flue work buried in
it;
m.
Any breakdown occurring from
a failure or disconnection of public electricity, gas or water supply or
from a gas leak;
n.
Flue integrity or repairing or replacing
flues that aren't part of your boiler;
o.
Breakdowns
arising:
i.
from circumstances known to
you prior to the issue
date;
ii.
while the home is
unoccupied;
or
iii.
from any wilful or malicious action, negligence, misuse or third party
interference;
p.
Breakdowns
caused by your failure to
carry out any remedial work or recommendations made by an
engineer relating to a
previous call out and the
engineer told
you and RM Plumbing & Gas Services Ltd
that remedial work should be
undertaken;
q.
Breakdowns
caused by accident, fire, lightning, explosion, flood, storm, tempest,
impact, subsidence or building
works.
r.
Smart controls ie Hive, Nest etc..
5.
ACCESS TO YOUR HOME AND
BOILER
It is
your responsibility to ensure the
engineer can gain access to
your home. If access is not
possible we will contact
you to arrange another appointment.
We reserve the right to charge
you a
call out charge if there is
no-one at home when the
engineer attends at the
pre-arranged time.
If you do
not want our engineer to
create access, we will be
unable to progress your repair
and will not re-attend until
you have arranged for access to be made and the
cost of repair shall be
calculated on the basis of the combined assessed cost of the initial
visit and the re-attendance.
6.
MAINTAINING COVER UNDER YOUR
POLICY
Where
you have opted to pay your
payment by monthly or an annual direct debit
RM Plumbing & Gas Services Ltd
will collect your payment from your
bank account on an agreed date and subject to the successful collection
of your payment,
we will provide the cover detailed in this policy wording. Cover
will automatically continue until either
you or
we cancel the policy.
A
breakdown within the
excluded period is not
covered by this policy.
Where
you have opted to pay by
annual direct debit
RM Plumbing & Gas Services Ltd
will write to you
four
(4) weeks prior to the end date of
your policy to confirm their intention to renew
your policy. RM Plumbing & Gas Services Ltd is not obliged to offer renewal of
your policy in-line with
section 13 “Cancelling Your Policy”. Where
your policy is renewed
we will remove any
excluded period from
your renewal policy.
Should you
fail to make a payment when
due we will make a second
attempt to make collection of
your direct debit, should we
be unable to collect your
direct debit we will cancel your
policy and cover will cease from the date the
payment should have been
made.
7.
REPLACEMENT OF PARTS OR
COMPONENTS
We
reserve the right to use replacement parts of similar
specification supplied from third parties instead of parts sourced from
the manufacturer or their approved suppliers.
We are not responsible for
any loss, damage or inconvenience resulting from a delay in obtaining or
receiving delivery from the relevant supplier of any spares.
Where replacement parts have to be ordered
we will keep you informed
and when replacement parts are received,
we will contact
you to arrange a suitable
time slot for the engineer to
attend. You should make sure
that the engineer can get
access to carry out the repair.
If we cannot get a
replacement part needed to carry out a
repair, our liability will
cease and we will cancel
your policy.
8.
CONDITIONS
a.
The rights given under this policy cannot be transferred to anyone
else;
b.
You
must
give full
access to
enable repairs
to be carried out
and follow
advice from
the
engineer
and/ o
RM Plumbing & Gas Services Ltd
r;
c.
You
must maintain
your Boiler and
Controls in good order;
d.
You
are required by the provisions of the
Consumer Insurance (Disclosure and Representations) Act to take care
to:
i. Supply accurate and complete answers to all the questions we or RM Plumbing & Gas Services Ltd may ask as part of your application for cover under the policy;
ii.
To make sure that all information supplied as part of
your application for cover is
true and correct;
iii.
Tell
us of any changes to the answers
you have given as soon as
possible. Failure to provide answers in-line with the requirement of
that Act may mean that
your policy is invalid and
that it does not operate in the event of a
breakdown.
9.
PAY ON USE
Should a
fault occur that is not covered under
your policy
we may be able to arrange for an
engineer to attend your home
but you will be
responsible for all costs involved. The use of this service does not
constitute a call out under
your policy.
10.
APPLICABLE
LAW
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 Great
Britain in which your home is situated.
All communications and policy documents will be in
English unless otherwise agreed.
11.
SPECIAL NEEDS
This information can be supplied in large print,
Braille or audio on request.
12.
CHANGES TO YOUR
POLICY
We
have the right to change the terms of
your policy where we wish
to change the terms of your
policy we will write to
you and tell you about
any changes giving you not
less than 30 days prior notice of the change taking effect.
We
will not increase the amount of
your payment more than once
in any twelve month period except to the extent an increase in the rate
of insurance premium tax affects the amount of
your
payment.
13.
CANCELLING YOUR POLICY We
are entitled to cancel
your policy:
1.
By giving you at least one
month’s notice of
cancellation.
2.
Immediately if circumstances arise (including health and safety issues)
which make it inappropriate for the policy to
continue.
3.
Immediately if
you have at any
time:
a.
Given
us false or incomplete
information;
b.
Agreed to help anyone try to take money from
us dishonestly;
or
c.
failed
to act openly and honestly towards
us;
d.
Under the provisions of section 6, where
you fail to make a
payment.
We
shall also cancel
your policy in accordance
with the provisions of section 1 where
we are unable to repair
the boiler or where a
breakdown is not fixed
because the cost of repair
exceeds £500 (including VAT charged at the relevant rate at the relevant
time) in which case you will
be entitled to such refund of
payments (if any) as is the lowest of:
a.
The
payments
you have
made in
the twelve
months to
the date of
cancellation;
b.
The payments you have made
since your policy was
reinstated if you have failed
to pay a payment when due;
c.
The payments you have made
since the last repair was
completed under
your
policy.
You
may cancel
your policy at any time by giving notice of cancellation to
us. If
you pay by monthly
direct debit we will cancel
your policy when
you notify us, you will
not be entitled to any refund. If
you pay by direct debit less frequently,
we will cancel
your policy when
you notify us and
we will refund that part of any
payment you have paid in advance which is proportionate to each
complete month that payment
was to have covered which fall after the date of
cancellation.
14.
MAKING YOURSELF
HEARD
It is our
intention to give you the
best possible service but if you
do have questions or concerns about this insurance or the handling
of a claim you should
contact:
RM Plumbing &
Gas Services Ltd
141 Crowhill
Rpad,
Bishopbriggs,
Glasgow G64
1RS
01417728101
Please ensure
your policy number is quoted in all correspondence to assist a quick
and efficient response.
If it is not possible to reach an agreement,
you have the right to make an
appeal to the Financial Ombudsman Service.
You may contact the Financial
Ombudsman Service at:
The Financial Ombudsman Service, Exchange Tower
London E14 9SR
This complaints procedure is in addition to
your statutory rights as a consumer.
For further information about
your statutory rights contact
your local authority Trading
Standards Service or Citizens Advice Bureau.