About your home insurance

This is a summary of the cover your insurance provides. Click full policy for the full terms and conditions of the policy. We will be happy to provide an extra copy on request.
You can choose whether to be covered for home contents, buildings, or both. There are also options for extra cover to supplement the standard package. Please check your quotation or policy schedule for the full details of your insurance.
Please also check your quotation or policy schedule for details of your excess. In certain circumstances, the excess may vary from the amount stated on your policy schedule - the tables that follow have all the details.
Once your cover starts and you receive your policy documents, you will still have time to cancel your insurance. See 'Your right to cancel' for more information.
Goldfish Home Insurance is underwritten by Lloyds TSB General Insurance Limited. Policies are issued as annual contracts that you can renew every year, subject to the terms and conditions that apply at your renewal date.

Contents insurance

If you have selected contents insurance, the following will automatically be included:

Significant features and benefits	Significant exclusions and limitations
Standard contents cover Loss or damage to the contents of your home by fire, smoke, explosion, lightning, earthquake, riot and civil commotion, vandalism, storm or flood, subsidence or heave, escape of water from fixed water or fixed heating systems, theft or attempted theft, or impact.	The excess shown in your schedule. Motor vehicles, aircraft, caravans, trailers, boats, windsurfers, other watercraft or parts or accessories for any of them. Pets and livestock. Growing trees and shrubs. Articles used or held for business and professional purposes. Damage caused by cigarette or cigar burns, scorching, melting or warping unless accompanied by flames, unless you have contents cover including accidental damage. Loss or damage by malicious acts or vandalism, escape of water from fixed water or fixed heating systems, theft or attempted theft or accidental damage occurring when your home is unfurnished or unoccupied. Theft not involving forcible and violent entry to, or exit from, your home, if you have lent, let or sublet any part of your home or whilst persons other than your family are staying there. Theft of pedal cycles from garages, sheds and outbuildings or whilst in the open or outside the boundaries of your home, unless pedal cycle cover is held. Loss or damage to equipment directly or indirectly caused by the failure of the programming of computer chips or computer software to recognise any date.
Accidental damage Accidental damage to TV, video and audio installations, computer equipment and to aerials or satellite dishes within or fixed to your home. Accidental damage to fixed glass in furniture, mirrors, glass in shelves and ceramic hobs.	The excess shown in your schedule. Damage caused by wear and tear, gradual deterioration, depreciation, cleaning, restoring, light, atmosphere, parasites, vermin, mechanical or electrical breakdown. Loss or damage caused by chewing, scratching, tearing or fouling by domestic pets. Damage occurring when your home is unfurnished or unoccupied or any part of it is lent, let or sublet.
In the open Loss or damage of contents in the open up to £500 for any one event.	The excess shown in your schedule.

Additional benefits include:

Significant features and benefits	Significant exclusions and limitations
Fatal injury benefit Death by fire or assault in your home up to £5,000.
Replacement locks If keys are lost or stolen, replacement of locks up to £500.
Frozen food Damage to frozen food caused by an accidental change in temperature or leakage of refrigerant up to £500.	The excess shown in your schedule.
Money and credit cards Theft or accidental loss of money up to £300. Financial loss caused by the fraudulent use of a credit, cheque or cashcard up to £300.	The excess shown in your schedule.
Loss of metered water Loss of metered water up to £1,000.	The excess shown in your schedule.
Office contents and equipment Loss or damage to office furniture and equipment whilst in your home up to £5,000.	The excess shown in your schedule.
Stock and trade samples Loss or damage to stock and trade samples up to £500.	The excess shown in your schedule.
Alternative accommodation Rent payable by you or the reasonable costs of agreed alternative accommodation while you cannot live in your home due to an incident covered by this insurance, up to £10,000.
Tenants' improvements Loss or damage to fixed items of decoration or home improvements you make as a tenant, including accidental damage if you have contents cover including accidental damage, up to £5,000.	The excess shown in your schedule.
Deeds and documents Replacement of lost or damaged deeds or documents up to £500.	The excess shown in your schedule.
Wedding and Christmas presents Increased contents limit of £3,000 during December to cover food and drink you buy for Christmas, and one month before and after the wedding day of you or any member of your family to cover wedding gifts and extra items bought for the wedding.
Legal liabilities cover Damages resulting from an accident causing accidental bodily injury to anyone not in your household, and accidental loss or damage to material property other than property you or any member of your family own or are looking after.	Cover excludes action brought in a court outside the British Isles, liability resulting from ownership of your home, sport involving the use of motors, any trade, profession or business, mechanically powered vehicles (except garden machinery), animals (except horses, domestic cats and dogs), and firearms.
Legal expenses Cover up to £50,000 if you need to take legal action against a third party.	Does not cover any claim reported 180 days after you should have known about the incident; any incident arising before the start of the policy; any illness or bodily injury which happens gradually or is not caused by a specific or sudden incident.

You may add the following cover to your contents insurance.
Check your personal quotation or policy schedule to confirm whether these are included:

Significant features and benefits	Significant exclusions and limitations
Accidental damage option Gives all of the above protection plus accidental damage cover to the contents of your home.	The excess shown in your schedule. Damage caused by wear and tear, gradual deterioration, depreciation, cleaning, restoring, light, atmosphere, parasites, vermin, mechanical or electrical breakdown. Loss or damage caused by chewing, scratching, tearing or fouling by domestic pets. Damage occurring when your home is unfurnished or unoccupied or any part of it is lent, let or sublet. Damage to clothing or contact lenses.
Extended contents cover Theft or accidental loss of, or accidental damage to, your valuables, personal belongings and clothing, up to a total of £5,000. Cover applies away from your home but within the British Isles or whilst temporarily outside the British Isles, for a period not exceeding 3 calendar months if in the custody and control of you or a member of your family.	The excess shown in your schedule. Loss or damage to sports equipment when being used for its intended purpose. Computer equipment.
Pedal cycle cover Theft or accidental loss of, or accidental damage to, your pedal cycles, up to £500 for each bike and up to a total of £1,000 in any one year, within the British Isles or whilst temporarily outside the British Isles, for a period not exceeding 3 calendar months if in the custody and control of you or a member of your family.	The excess shown in your schedule. Loss or damage is excluded while any pedal cycle is being used for racing, or is left in a public place, unless the pedal cycle is securely locked to a permanent fixed structure.
Specified items cover Theft or accidental loss of, or accidental damage to, specified items shown in your schedule and belonging to you for which you are legally responsible within the British Isles or whilst temporarily outside the British Isles, for a period not exceeding 3 calendar months if in the custody and control of you or a member of your family.	The excess shown in your schedule.

Unlimited buildings insurance

If you have selected buildings insurance, the following will automatically be included:

Significant features and benefits	Significant exclusions and limitations
Standard buildings cover Loss or damage to the buildings of your home by fire, smoke, explosion, lightning, earthquake, riot and civil commotion, vandalism, storm or flood, subsidence or heave, escape of water from fixed water or fixed heating systems, theft or attempted theft, or impact.	The excess shown in your schedule. The first £1,000 of any claim for subsidence or heave unless a different amount is shown in your quotation or policy schedule. Loss or damage by frost. Aerials, satellite dishes or masts. Loss or damage by malicious acts or vandalism, escape of water from fixed water or fixed heating systems, theft or attempted theft or accidental damage occurring when your home is unfurnished or unoccupied. Storm or flood damage to fences or gates. Damage caused by coastal or river erosion. Subsidence damage to garden walls, gates, fences, paths, drives, patios, swimming pools and tennis courts, unless the main building of your home is damaged at the same time by the same cause. Damage to, or resulting from, the movement of solid floor slabs unless the foundations beneath the external walls of your home are damaged at the same time by the same cause. Damage caused by demolition, alteration or repair, excavation, faulty design or faulty workmanship or the use of defective materials.
Accidental damage Accidental breakage of ceramic hobs in fixed appliances, sanitary ware and fixed glass. Accidental damage to services.	The excess shown in your schedule. Accidental damage caused by wear and tear, gradual deterioration or any other gradual operating cause. The cost of clearing blocked drains and pipes.
Extra expenses Architects', surveyors' and legal fees, the cost of clearing debris, and the cost of complying with government or local authority requirements, where necessary.
Alternative accommodation Rent you would have received, or are responsible for paying, and the cost of agreed alternative accommodation while you cannot live in your own home due to an incident covered by this insurance, up to £15,000.
Cover during sale If selling your home, we will cover the buyer for buildings insurance between exchange and completion if they have not taken their own cover.
Legal liabilities cover Damages resulting from an accident causing accidental bodily injury to anyone not in your household, and accidental loss or damage to material property other than property you or any member of your family own or are looking after, if the legal liability arises solely as owner of the buildings or under the Defective Premises Act 1972.	Cover excludes liability resulting from any trade, profession or business or any liability resulting from an agreement made unless you would have been liable anyway.

You may add the following cover to your buildings insurance.
Check your personal quotation or policy schedule to confirm whether this is included:

Significant features and benefits

Significant exclusions and limitations

Accidental damage Gives all of the above protection plus accidental damage cover to your buildings.

The excess shown in your schedule. Damage caused by wear and tear, gradual deterioration, depreciation, cleaning, restoring, light, atmosphere or vermin. The cost of maintenance or routine decoration. Damage occurring when your home or any part of it is lent, let or sublet. Loss or damage caused by chewing, scratching, tearing or fouling by any domestic pets. Damage caused by faulty design or faulty workmanship.

Important information about the policy

Your right to cancel

If, having examined your policy documentation, you decide not to proceed, you may cancel this insurance within the first 14 days. This 14 days starts on the day you receive the policy documentation from the underwriter, or the day you enter into this contract of insurance, which ever is the later. To cancel, please write to the address or call the number shown on your policy schedule. On receipt of your notice, any premiums you have already paid will be refunded, unless you have made a claim. If you have made a claim, the refund may be subject to a premium payment for the cover you have received, plus our reasonable administration charges. If you do not cancel within the first 14 days, the policy will remain in force in accordance with the policy terms and conditions.

How to make a claim

You will find full details about how to make a claim in your policy booklet. If you haven't received this yet or cannot find it, please telephone us on 0870 240 2335 and we will be happy to help.
To make a claim, please call 0870 240 2335. Or write to Goldfish Home Insurance Customer Services, Tredegar Park, Newport, South Wales NP10 8SB.

How to make a complaint to the insurer

If you are unhappy and wish to make a complaint, please call 0845 3005 599. Alternatively, write to us at Customer Care, Lloyds TSB Insurance, Tredegar Park, Newport, South Wales NP10 8SB. If we cannot resolve the matter to your satisfaction, you will be provided with a final response so that you can, if you wish, refer the matter to the Financial Ombudsman Service.

Compensation

We are covered by the Financial Services Compensation Scheme (FSCS). You may be entitled to compensation from the scheme if we cannot meet our obligations. This depends on the type of business and circumstances of the claim and would provide cover for 100% of the first £2,000 and 90% of the remainder of the claim without any upper limit. Further information about compensation scheme arrangements is available from the FSCS.

My personal data

Data Protection Act - Information Uses

For the purposes of the Data Protection Act 1998, the joint Data Controllers in relation to the personal data you supply are Goldfish Card Services Limited ("Goldfish") and Lloyds TSB General Insurance Limited ("Lloyds TSB").
Information you supply will be used for the purposes of insurance administration by Lloyds TSB, its associated companies and agents, and Goldfish and its associated companies and agents. It may also be disclosed to regulatory bodies for the purposes of monitoring and/or enforcing compliance with any regulatory rules/codes. Your information may also be used for research and statistical purposes and crime prevention. It may be transferred to any country, including countries outside the European Economic Area for any of these purposes and for systems administration. With limited exceptions, and on payment of the appropriate fee, you have the right to access and, if necessary, rectify information held about you.

Sensitive Data

In order to assess the terms of the insurance contract or administer claims which arise, Lloyds TSB and Goldfish may need to collect data which the Data Protection Act defines as sensitive (such as criminal convictions). By proceeding with this insurance, you signify your consent to such information being processed by Lloyds TSB or agents or associated companies and by Goldfish or their agents or associated companies.

Fraud Prevention and Detection

In order to prevent and detect fraud, Lloyds TSB or Goldfish may at any time:
Share information about you with other organisations and public bodies including the police;
Check and/or file your details with fraud prevention agencies and databases, and if you give Lloyds TSB or Goldfish false or inaccurate information and fraud is suspected, they will record this. Lloyds TSB and Goldfish can on request supply further details of the databases they access or contribute to.

Direct Marketing

Goldfish may use the details it has about you to provide you with information about products and/or services offered by it or other persons and may pass your information to approved persons so that they can contact you with information. This information may not be directly related to financial services. Goldfish will contact you either by post, phone (including mobile), e-mail or SMS. By proceeding with this insurance, you agree to such marketing. If you do not wish to receive this information from Goldfish or an approved person, other than with your Goldfish Card Account statement, please write to Goldfish at PO BOX 3598, Glasgow, G68 9YW.

Comprehensive

We want our home insurance to offer you real peace of mind - so we've made it as comprehensive as we can, including many types of cover that other insurers would expect you to pay extra for.
We can help you save money on your insurance too. Just take a look at the discounts below.
And of course, you can always count on the helpful, expert service you'd expect from us.

Help

As a Goldfish Home Insurance customer, if you ever have a question or need advice on your insurance, all you have to do is ask - just call us on 0870 240 2335.

Making a claim

Our experts will give you immediate advice over the phone and wherever you call from, you only pay the cost of a local call.

Free 24-hour helplines

Once you've taken out your policy, you can call us any time, 24 hours a day, for free advice on:

Home emergency repairs – where to find reliable local tradesmen. The cost of repairs is your responsibility, though you may be covered by your policy. Call 0845 3000 665.
Tax advice – free and confidential advice on personal tax matters. Call 0845 3000 607.
Legal advice – free and impartial advice on all aspects of the law as it relates to you, your family, job, home and car. Call 0845 3000 607.

Call us on 0870 240 2335 to change your personal details, ask a question or make a claim.

Other important information

We will provide cover during the period of insurance according to the terms set out in your policy in return for payment of the premium.

Renewing your policy

At least 21 days before each policy renewal date, you will receive details of the premium and terms and conditions that will apply for the following year. If you wish to change or cancel the cover, then please tell the insurer before the renewal date. If you pay by Direct Debit, your policy will automatically renew unless you cancel the payment instruction. For other payment by cheque or credit card, you must submit further payments if you wish to renew the policy. We do not accept American Express, Electron or Solo.

Quotation validity period, premiums, fees and charges

Quotations are valid on the day given and are subject to change thereafter. Premiums include insurance premium tax at the current rate. There are no additional fees or charges.

Termination of the contract

You may cancel the contract by giving us notice in writing or by calling 0870 240 2335. If you cancel the policy, you may be entitled to a partial refund of premium, provided that no claim has been made during the current period of insurance. We may cancel this policy by giving you at least 14 days notice by recorded delivery to your last known address. Under these circumstances, we shall return to you any balance of premium already paid by you, if it is more than £5.

The law and language applicable to the policy

English law applies to this insurance. The language used in this policy and any communications relating to it will be English.

About the companies providing your insurance

Details of your home insurance are shown below. All of the insurers are authorised and regulated by the Financial Services Authority (FSA) and their main business is insurance.

Goldfish Home Insurance is underwritten by Lloyds TSB General Insurance Limited. Registered in England No. 204373, 25 Gresham Street, London EC2V 7HN. FSA No. 202091.

Legal expenses cover is underwritten by DAS Legal Expenses Insurance Company Limited. Registered in England No. 103274, DAS House, Quayside, Temple Back, Bristol BS1 6NH. FSA No. 202106.

24-hour Emergency Homeline is provided by Royal & Sun Alliance Insurance plc. Registered in England No. 93792, St Mark's Court, Chart Way, Horsham, West Sussex RH12 1XL. FSA No. 202323.

Telephone call costs, call recording and call monitoring

Calls to 0845 and 0870 numbers are charged at local rate from UK landlines. These charges may differ if calling from a mobile. Please note that telephone calls may be recorded and/or monitored.

Alternative formats

The information within this booklet is available in alternative formats such as braille, cassette tape or large print. Please contact 0870 240 2335 if you wish to receive it in one of these formats and we will be happy to help.

Please print a copy of the Goldfish Home Insurance Terms and Conditions and retain it for your personal records.