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Helping you keep your home in great shape

Home Doctor
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Home Doctor is a handy guidebook with

essential advice to help you keep the things you
care about safe and secure.
To bring you the best advice we’ve drawn on our own extensive experience
and consulted various independent experts, such as the police and the fire
service, plus health and safety and gardening professionals.

We hope you find Home Doctor useful, so keep it somewhere handy.

Safe and sound all

year round ............................ 2
Spring ................................... 11
Summer ................................ 13
Autumn ................................ 16
Winter .................................. 20
Clubline ................................ 22
Additional cover options ....... 23
Essential numbers ................. 24

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Safe and sound all year round.
Theft – burglar alarms
Every year there are around one million
actual or attempted domestic burglaries.
No wonder half of all householders say
they’re worried. But the reality is, on
average less than 4%* are actually victims
each year.
Because of the measures many people
take to improve their home security,
fewer burglars manage to get in.
One such measure is having a visible,
correctly fitted and properly maintained
burglar alarm.
But there are also some other more
simple things you can do to keep the
burglars out, like improving door and
window security, and fitting interior light
timers and exterior sensor lights.
*Source: www.homeoffice.gov.uk
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Theft – doors and windows
30%* of households improve their door
and window security after their home or
a neighbouring one has been burgled.
But why wait to be a victim?
Make sure all windows and external
doors are fitted with good quality locks
and remember to use them, even if you
are only going out for a few minutes. 7%
of home break-ins involve burglars
entering through an open window and
15% gain entry through an unlocked
door.
Plus, by fitting recommended locks on
your doors and windows you may
earn a discount on your Contents
insurance premium.
We’ve put together a quick checklist to
help you choose the right kind of locks
and security devices.
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Doors and windows security checklist
Main entrance door
Other external doors
Sliding patio doors
All accessible
opening windows
(i.e. those on the ground
floor or any other floors
which can be reached
from another structure
like a garage or porch)
For added security fit a spyhole and door
chain or limiter to your door.
A B C or D
For more advice on home security contact
A B C D or E your local police station and ask for a
home visit from your local Crime
A B C D E or F
Prevention Officer.
G

Key
A Mortice deadlock with at least 5 levers

B Lock approved to British Standard BS3621

C Rim automatic deadlatch with key-locking

handle on the inside

D Key-operated multi-point lock, with at

least 3 fixing points and a lock cylinder
with at least 5 pins

E . . Existing locks plus key-operated security

devices at the top and bottom

F . . . Key-operated patio door lock mounted

internally on the centre rail(s)

G Key-operated security devices

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Bogus callers
There are often stories in the news about
people being deceived by bogus callers.
And the latest Government figures show
that in 4%* of all domestic burglaries the
thief gained entry under false pretences.
Although the vast majority of callers to
your door will be genuine, it still pays to
be careful.
*Source: www.homeoffice.gov.uk
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Bogus caller checklist
• Think before you open your door –
are you expecting anyone?
• Use a spyhole if you have one and
put the chain on before opening
your door.
• Ask the caller for proof of identity.
• If the caller doesn’t have an
appointment, ask them to wait
outside while you ring their office
to confirm their identity.
• If you have any suspicions at all,
don’t let the caller in. Call the police –
dial 999.
• Don’t be pressured into opening your
door if you are at all unsure – it’s your
home after all.
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Gas safety You can further protect your family

If gas appliances are badly installed, with a carbon monoxide alarm.
become faulty, need servicing or the
ventilation becomes blocked, they can And if you smell gas at any time:
become dangerous by producing deadly
• open as many windows as you can;
carbon monoxide.
• turn the mains gas tap to OFF;
Carbon monoxide is a colourless,
• don’t smoke, use matches or naked
odourless and tasteless gas produced by
flames or touch any electrical
the incomplete burning of fossil fuels.
equipment or light switches; and
The symptoms of carbon monoxide
poisoning may include headaches, • immediately phone the gas emergency
sleepiness, streaming eyes and lack of number 0800 111 999.
energy – and in extreme cases, death.

To prevent carbon monoxide building

up in your home, gas boilers, fires and
water heaters should be serviced or
checked once a year by a CORGI
registered engineer.

You can also make your own safety checks.

• Look for staining, soot or

discolouration on or near the gas
appliance.
• Gas boilers should burn with a blue
flame, not an orange or yellow one.
• Check that you have not blocked
ventilators fitted into doors, windows
or walls.

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Fire
In one year alone the fire service attended
56,800* domestic fires. The most
common cause of such fires is cooking –
with chip pans often to blame.
Chip pans
Chip pan fires can be caused by overfilling
the pan, frying chips or other foodstuffs
that are wet, or by simply overheating
the pan. So never leave it unattended.
If the fat starts to smoke, turn off the
heat, put on the lid and leave to
cool down.
If it does catch fire leave the pan where
it is. If it’s safe to do so, turn off the heat,
place a damp (not wet) cloth over the
pan and leave for at least 30 minutes.
And NEVER pour water onto a chip pan
fire – the effects can be devastating.
Candles
More of us are using candles at home,
which unfortunately means they’re
causing more fires.
*Source: Fire Statistics Monitor.
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Be careful with your candles. Don’t:
• leave them unattended or fall asleep
while they are alight;
• let them burn right down;
• put them near flammable items like
curtains, paper or bedding; or
• put lighted candles on top of the TV –
they can drop inside if the heat melts
the TV case.
Smoke alarms
Many injuries and deaths in the home can
be prevented by having sufficient warning
when a fire starts. One of the easiest
and cheapest ways to make sure you
have enough warning is by fitting
smoke alarms.
• You should have two smoke alarms –
one on the ground floor and one on
the upstairs landing.
• Extra alarms can be fitted in bedrooms
and living rooms – not in the kitchen,
bathroom or garage.
• Alarms should carry the Kitemark and
be British Standard BS5446.
• Check the alarms each month by
pressing the test button. And change
the battery once a year, unless you
have a 10-year alarm.
• Vacuum dust off the outside of the
alarm every six months.
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Make a fire escape plan • use timer switches to turn lights

Plan in advance how you would get out on and off at night, to give the
of your house if there was a fire. appearance that someone is home;
• keep cash, keys, credit cards and other
• Identify the best escape routes (and
valuables out of sight;
alternatives – just in case).
• never leave a spare key concealed
• Keep routes clear at all times.
anywhere near the front door –
• Make sure everyone in your household burglars know all the hiding places;
knows what to do and where to find
• don’t have your home address
the house keys.
showing on your luggage for the
• Go through the plan every once in a outward journey. Only put it on the
while to keep it fresh in your mind. inside of your cases;

Going away • if you have a burglar alarm make sure

it’s set – and that you’ve told the police
Burglars will be attracted to any house
who the keyholder is; and
that appears empty. So don’t let your
home become a target for thieves. • double check all doors and windows
are locked.
If you’re going away:
If you’re going to be away for a long
• cancel the milk and newspaper period of time, we would also
deliveries for the time you’re away; recommend letting your insurance
• ask a trusted neighbour, friend or provider know.
relative to keep an eye on your home
and to report anything suspicious to
the police. Also ask a neighbour to
park their car in your drive while
you’re away;

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Flooding • if you can’t leave your property, fill a

Nearly two million* homes are at risk vacuum flask with a hot drink and take
from flooding but, according to the a torch, warm clothing and a mobile
Environment Agency, only one person in phone upstairs. Wait there until the
ten does anything to prepare for it. danger has passed or help arrives;
and/or
Natural disasters can’t generally be
• if you can leave, pack a few dry clothes
predicted but the risks can be weighed
and toiletries, together with emergency
up and if you receive prior warning of
contact information and any
flooding, you may be able to reduce
insurance documents.
damage to your home and belongings
by taking the following steps: For more information about what to do in
the event of a flood ask your insurance
• protect external doors with sandbags;
adviser for a copy of our Important Flood
• if it’s safe to do so and you have Information Guide.
enough time, move furniture and
electrical items upstairs and seal any
delicate items in plastic bags to protect
them from water damage;

*Source: www.environment-agency.gov.uk

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Electrical
You should have your electrical system
checked every 10 years by a qualified
electrician. But here are a few
common-sense safety measures you
can take yourself.
• Know the warning signs of
dangerous wiring:
– hot plugs and sockets;
– scorch marks on sockets, plugs
or ceiling roses;
– fuses blowing frequently; and
– flickering lights.
• Reeled extension leads should always
be fully unwound when in use, and
ideally extension leads should only be
used on a temporary basis.
• Distribution panel and fuse box covers
must be kept clear of oddments and
securely closed at all times.
• Check cords and flexes are in good
condition. Never use insulating tape
to repair damaged flexes – it could
peel off and give you an electric shock.
Replace the flex instead.
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• Make sure that flexes are not trapped
under furniture or behind appliances
such as fridges and tumble dryers.
• Don’t overload sockets. If you have a
lot of appliances, have more sockets
wired in.
• For high-powered appliances like
televisions, electric fires, washing
machines and tumble dryers, the
rule is one socket one plug.
• Replace broken or cracked
light fittings.
• Never do any electrical work –
like changing a light bulb – with
wet hands.
• If the power goes outside to an
external power point, outside lights
or shed, make sure the correct
waterproof fittings are used.
If you’re concerned about any of the
electrical installations or appliances in
your home, call an electrician
immediately.
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All seasons checklist

Theft
Do you have a burglar alarm?
If so, have you had your annual burglar alarm maintenance check?
Do your door and window locks meet our recommended security level?
Do you have a spyhole/door chain fitted to protect against bogus callers?

Gas safety
Have you had your annual gas safety check?

Fire
Do you have at least two smoke alarms fitted and working?
Have you changed your smoke alarm battery within the last 12 months?
Have you vacuumed your smoke alarm within the last 6 months?

Electrical
Have you carried out an electrical maintenance check?
(dd/mm/yy)
When is your 10-year electrical check due?
Have you checked flexes and cords for wear and tear and replaced
where necessary?
Have you checked that your sockets are not overloaded?

General maintenance
Have you checked that your stopcock turns freely?
Have you inspected indoor pipework and fitted/replaced lagging
where necessary?
Have you checked roofs, including flat roofs, for signs of wear and tear
or missing tiles? Call in experts if repairs are needed.
Have you cleared out leaves and debris from gutters and air bricks?
Have you checked and made good any damaged/old exterior paintwork?

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Spring Things to look out for.
Home improvement
When the evenings start getting lighter,
many of us start thinking about home
improvements. Whether you’re going to
employ a professional or tackle it yourself,
we can help.
First of all, if you’re doing it yourself, be
careful. DIY is one of the major causes of
accidents in the home.
So:
• always read instructions carefully
before starting any job – and don’t
attempt any potentially dangerous
work alone;
• don’t use steps or ladders which are
in poor condition, or which are not
properly secured. And don’t
overstretch while you’re up a
ladder; and
• use protective gloves, glasses, masks
and headgear and keep sharp tools
safely covered.
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Choosing and working with a
tradesperson
When you’re hiring a tradesperson to
carry out or finish any improvements,
watch out for cowboys! There are lots
about.
Here are a few tips on how to go about
finding someone suitable:
• never be afraid to ask questions.
Check references, speak to previous
customers and look at work they’ve
completed for other people;
• decide in advance exactly what work
you need carried out;
• always get at least three quotes for
the job;
• be very wary of a quote that’s much
cheaper than the rest. (Remember
an estimate is a rough assessment
of the situation and a ‘guess’ as to
how much the job will cost. A quote
should detail exactly what you’re
paying for i.e. materials, labour and
work to be done.);
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• ask if any part of the work is to • regular updates are important,

be sub-contracted. If so, ask for particularly if it’s a big job, so agree at
names and references for the the outset when they will update you
sub-contractors too; and on progress.
• if you’re changing the outside Garden improvement
appearance of your property, or the
In the excitement of giving your garden
work is substantial, check with your
a makeover, don’t forget about safety.
local authority about planning
permission and building control. • Use a circuit breaker when using any
electrical tools.
And once work is under way:
• Take care when using hedge trimmers.
• don’t pay cash up front for the work – Wear the correct protective gloves
and if someone suggests you pay cash and glasses.
for the whole job to avoid paying VAT,
• Never use a chainsaw on trees unless
resist the temptation;
you’re fully competent.
• document what you’ve agreed with
• Wear strong shoes, preferably with
the builder and make sure you both
protective toecaps, when laying paving
keep a signed and dated copy;
or placing heavy garden ornaments.
• if you’re not happy with progress, tell
them at the time; and

Spring checklist
DIY safety
Are your tools, equipment and ladders in good condition?
Have you bought protective gloves/glasses/mask/headgear?
Have you bought a circuit breaker?

Preparing to work with tradespeople

Have you carefully read the previous section ‘Choosing and working
with a tradesperson’?

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Summer Bright advice.
Neighbourhood disputes
When the weather warms up we’re more
likely to get hot under the collar with
our neighbours.
Many of us do get on well and we rely
on each other for help and support. But
arguments do occur and it’s best to try
and resolve them before they get out
of hand.
The most common causes of problems
are noise and boundary disputes. Such
problems can be dealt with legally or
through an arbitrator but it’s usually best
to sort them out by simply talking to
each other.
• Deal directly with the person you have
a problem with, the earlier the better.
• Think carefully beforehand about what
you want to say and be clear about
what the problem is.
• Try not to accuse, insult or blame,
and give your neighbour the chance
to express their views even if you
don’t agree.
• Work on the problems together,
because the solution needs to satisfy
both of you.
• Only seek legal advice when you can’t
reach an agreed solution.
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Garden theft
In the summer it’s great to spend more
time in your garden, but you could find
someone else spending some time there
too – a thief.
Typically, garden thieves are after tools
and equipment from your shed, specimen
plants, garden furniture and ornaments.
What’s more, thieves often use tools from
the shed to get into your house.
To protect your home and garden:
• lock away expensive items, such as
lawnmowers, when they’re not in use;
• make sure that sheds and garages
have adequate security;
• secure the entry to the garden if
possible – use a gate and lock it;
• put a light trellis on the top of
walls and fences to discourage
climbing over;
• prune trees and shrubs near sheds
and outbuildings that might give
shelter to thieves;
• install outside security lights; and
• always keep ladders inside a secure
building or padlocked to prevent
unauthorised use when they are not
being used.
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Summer pests The end of summer is also high-risk time

Like us, household pests enjoy warm for wasp nests. Attics, eaves and air vents
weather. Their numbers multiply and they are the most popular places. If you find a
can invade our homes. Some are simply a nest call in professional help, don’t try to
nuisance, while others can cause damage. remove it yourself.
Worst of all are the ones that can be a
health hazard to you and your family. Most household policies won’t cover you
for getting rid of household pests such as
As always, prevention is better than cure wasps, woodworm or pet fleas. The
and here are some tips to keep your Environmental Health Department of your
home safe and pest free. local authority will be able to help but
they may charge you.
• If you have pets, vacuum your carpets
thoroughly and regularly for fleas (for Barbecue safety
every flea you find on your pet there’s There are two major risks with barbecues
likely to be 50 more in the house). – food poisoning and fire. Make sure your
• As soon as you see fleas treat both the barbecue is safe as well as fun.
pet and your home with an appropriate Food poisoning
preventative flea treatment. Ask your
• Defrost meat in the fridge before
vet what to use and repeat the
cooking and keep it there until you
treatment after a few days as there
need it.
are always eggs waiting to hatch.
• If possible, pre-cook all poultry in the
• If you have a serious flea infestation,
microwave or oven, then take it
call in the professionals.
straight to the barbecue to finish it off.
• Mice and rats are attracted by food,
• Light the barbecue well in advance and
so remove potential food sources from
make sure the coals are glowing red
your garden and any outbuildings.
before starting to cook.
• Wash your hands often, especially if
handling raw then cooked food.
• Eat food as soon as it’s ready.

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Fire • Keep children and pets at a

• Choose a sheltered site away from
fences, plants or anything else which
might catch fire.
• Only use lighter fuel designed for
barbecues and don’t add more fuel
after lighting the barbecue.
• Don’t wear loose clothing which might
catch fire.
• Use suitable long-handled utensils and
oven gloves.
safe distance.
• Have a multi-purpose fire extinguisher
nearby, or a bucket of water or sand.
• Extinguish the fire before leaving
it and make sure any ashes are
completely cold before you
remove them.
• Do not dispose of ashes with general
refuse or place in plastic waste bins.

Summer checklist
Theft
Have you checked that locks on your garage, shed and any other
outbuildings are secure?
Are outdoor security lights fitted?
Have you pruned trees and shrubs to prevent thieves hiding in them?

Summer pests
Have you followed the Home Doctor checklist to deal with or avoid
problems with fleas, mice and wasps?

Smoke alarms
Have you vacuumed your alarm within the last 6 months?
Have you changed your alarm battery within the last 12 months?

Travel insurance
Don’t leave home without it! Have you checked out Aviva Travel
Insurance with your insurance adviser?

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Autumn Tips for when the trees are turning.

Subsidence and heave Species Normal/Mature Safe

Subsidence is a downwards movement height distance
of the ground supporting the building. (m) (m)
Heave is the opposite of subsidence, Beech 20 15
where the ground moves upwards.
Birch 14 10
In many cases subsidence and heave are Cherry 17 11
related to changes in the amount of
Elm 25 30
water in the soil:
Hawthorn 10 12
• certain types of soil, like clay, are more
Horse Chestnut 20 23
likely to shrink during long periods of
hot dry weather; Lime 24 20

• trees take moisture out of the soil so Maple 21 20

can increase the risk of subsidence Oak 24 30
damage if they are planted too close
Pine 29 8
to the house. Removing mature ones
can increase the risk of heave, so Sycamore 24 17
always seek professional advice; and/or Willow 24 40
• damaged drains can wash away the
soil beneath the foundations. What to do if you find cracks in
Before planting new trees think about your home
the soil type, the variety of tree and Most homes suffer cracks at one time or
how big it will be when fully grown. Be other, so don’t be alarmed by every one
particularly careful with shallow-rooted that appears. Cracks are usually the result
trees such as willow and oak. of settlement as the building moves
under its own weight after construction.
See the table opposite for a general Temperature and humidity changes can
guide to safe planting distances for also cause superficial cracks, which can
some common trees. But if in doubt easily be repaired with filler.
ask an expert.

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If a series of small cracks suddenly
appears in plasterwork at weak points
around doors and windows, especially
after long periods of dry weather, you
might need to take more action. Cracks
are usually wider than the thickness of a
10p coin and wider at the top than at
the bottom.
If you’re concerned about cracks in your
home, call the Clubline on 0800 012345*
to get advice and, if necessary, arrange
for an expert to inspect your home.
Bonfires and fireworks
Every year hundreds of people need
hospital treatment following accidents
caused by fireworks. Around Bonfire
Night in 2005, there were 990** injuries,
but most of these could have been easily
avoided.
The safest way to watch fireworks is at an
organised event, but if you’re planning to
celebrate Guy Fawkes Night yourself, here
are a few simple safety rules.
*For our joint protection, telephone calls
may be recorded and/or monitored.
**Source: dti.gov.uk/fireworks
08:10 Page 17
Firework safety rules – sparklers
and children
• Never give sparklers to children
under five.
• Always wear gloves.
• Children should hold the sparkler at
arm’s length while an adult lights it.
• Sparklers should not be waved near
other people.
• When the sparkler is finished place it in
a bucket of cold water straight away.
Firework safety rules – for adults
• Always use fireworks that comply with
British Standard BS7114.
• Plan your display to make it safe
and enjoyable.
• Keep fireworks in a closed box or tin.
• Follow the instructions on each
firework, using a torch if necessary.
• Keep naked flames, including
cigarettes, away from fireworks.
• Light the firework at arm’s length with
a taper and stand well back.
• Never return to a firework once lit.
• Don’t put fireworks in pockets and
never throw them.
• Direct any rockets well away
from spectators.
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• Never use paraffin or petrol on
a bonfire.
• Make sure that the fire is out and the
surroundings are safe before leaving.
• Keep your pets indoors.
• Keep well back.
Burst pipes
Do you know where your stopcock is?
If not, find out. In an emergency you’ll
need to turn the water off quickly. Usually
it’s underneath the kitchen sink, below
the stairs or in the basement or cellar.
To help prevent problems:
• lubricate stoptaps and gate valves with
thin oil and turn them on and off once
a year to make sure they don’t seize
up. But don’t force them;
• inspect pipe-work annually, looking
for moisture around the joints or
discolouration of pipe-work, walls
or floors;
• when you move into a house check
to see that all pipes in the loft, attic
or outside the house are lagged to
stop them freezing. Also, inspect your
water tank regularly and if it’s
metal look for signs of corrosion;
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• check your cold-water tank annually
for debris and remove it. Your tank is
usually in the loft, roof space or attic;
and
• make sure your taps don’t drip or leak,
especially if you’re on a meter, because
you’ll be paying for the wasted water.
Dry rot, wet rot and damp
Dry rot is a fungus that looks like cotton
wool and has a musty smell. It loves
moist, poorly ventilated conditions
indoors. Dry rot infects wood and
masonry and can cause serious structural
damage. All affected brick, wood and
plaster must be removed.
Wet rot attacks wood that’s wet rather
than damp. Look for dark, rotten wood,
split along the grain around windowsills,
frames and doors.
Rising damp is visible as stains up to 90cm
high on walls with a tidemark of salts and
peeling wallpaper. It’s usually a sign that
the damp-proof course is breached.
Also, check for stains on ceilings that may
be caused by fractured roof pipes or
leaking water tanks. Condensation can
also lead to rot.
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Autumn checklist
Subsidence
Have you pruned garden trees to keep them a manageable size?
If in doubt consult a tree surgeon.
Have you checked around doors and windows for small cracks appearing,
especially after long periods of dry weather? If you’re concerned, call us
on 0800 012345* for advice or to make a claim.
Bonfire and firework safety
Do you know the firework safety rules?

Dry rot, wet rot and damp

Have you checked for stained or peeling wallpaper?
Have you checked for stains on the ceiling?

Smoke alarms
Have you vacuumed your alarm within the last 6 months?
Have you changed your alarm battery within the last 12 months?

*For our joint protection, telephone calls

may be recorded and/or monitored.

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Winter Don’t get caught out in the cold.
Protect your Christmas gifts
The run-up to Christmas is one of the
busiest times of year – for thieves too.
To keep your Christmas special for the
right reasons:
• don’t leave presents where they can
easily be seen from outside your
home; and
• install an exterior sensor light if you
don’t already have one.
Fire hazards at Christmas
Presents, paper, trees, lights – they all
represent extra fire hazards, and when
you’re rushing around getting everything
ready it’s even easier to forget about fire
safety. That’s why domestic fires are more
common at this time of year.
To help keep your Christmas merry:
• choose a fresh Christmas tree – but
not one that’s shedding its needles.
Stand it securely in a large, stable
container, away from doors, fireplaces
and heat sources. Keep your tree
watered and, if possible, spray the tree
with a flame retardant – available from
many DIY stores; and
20 Home Doctor
Page 20
• only use fairy lights bearing British
Standard BSEN60598 2-20 and the
Kitemark. And when you get them
out of the box each year, check
they’re still in good condition, with
no exposed wiring.
And to give yourself a decent warning if a
fire does start, fit smoke alarms. They’re
inexpensive and easy to install. See page
6 for information on fitting and
maintaining them.
Frozen pipes
When it gets really cold, uninsulated or
poorly insulated pipes can freeze. And
when they do the water inside them
expands, bursting the pipes with often
devastating consequences. Vulnerable
pipes are usually found in uninsulated
lofts. Garden taps are also at risk
of freezing.
If a pipe freezes the first thing you might
notice is reduced water pressure at the
tap. Or the water may stop altogether if
the pipe is completely blocked.
So:
• make sure pipes are in good condition
and well lagged;
BHHDR1821_A_77241_POB.qxd 9/1/09 08:10 Page 21

• defrost frozen pipes using gentle heat
with an electric hairdryer or hot towels
and try to warm a wide area of the
pipe evenly. Never use a blowtorch –
in addition to the fire risk you could
also overheat a section of pipe,
causing it to fracture;
• if a pipe does burst, turn off the mains
stopcock and the central heating
system, then turn on all the taps; and
• leave the loft hatch slightly open
during particularly cold spells.
Also, if you’re going away leave your
heating on a low setting to protect your
pipes from frost.

Winter checklist
Christmas risks
Have you placed your tree away from the door/fireplace/heat source?
Have you sprayed your tree with flame retardant?
Have you checked your fairy lights for frayed flex/hot plugs?
Are your Christmas presents out of sight of potential thieves?

Frozen pipes
Have you checked your indoor pipe-work and replaced lagging if necessary?
Do you know where your stopcock is?
Have you checked that it turns freely?

Smoke alarms
Have you vacuumed your alarm within the last 6 months?
Have you changed your alarm battery within the last 12 months?

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BHHDR1821_A_77241_POB.qxd 9/1/09 08:10 Page 22

Clubline Our incident management claims service

on 0800 012345*.

If you’ve ever had a problem that
you’ve needed to claim for, you’ll
know that dealing with it can often
cause you as much hassle and stress
as the initial loss. That’s exactly why
we set up Clubline – to take that
hassle and stress away from you.
Clubline is open 24 hours a day, seven
days a week. Just one call and we’ll start
sorting your claim out straight away. You
don’t even have to fill in a claim form.
They’ll call out approved tradespeople
to make the emergency repairs you
need and secure your property. Their
workmanship comes with our approval,
plus a 12-month guarantee, and we pay
their bills directly (apart from the excess).
After that, our nationally approved
suppliers will replace any household items
that are stolen or damaged. They can also
refer you to other experts if you need to
redecorate or rebuild.

Our team of professionally trained

incident managers are on hand to help
you get things back to normal as quickly
as possible. And while they do, they’ll
also keep you up to date with
what’s happening.

*For our joint protection, telephone calls

may be recorded and/or monitored.

22 Home Doctor
BHHDR1821_A_77241_POB.qxd 9/1/09 08:10 Page 23

Additional cover options More protection for

greater peace of mind.

We can offer you a wide range of Home and Garden section

additional insurance covers.
Travel insurance
If you travel abroad more than once or
twice a year you can save yourself the
time and hassle of buying travel insurance
by adding cover onto your home
insurance policy. It will cover you, your
partner and dependent children up to 23
years old for holidays and business trips*
lasting no longer than 60 days. Cover
includes emergency medical expenses,
cancellation, abandonment, personal
accident, delayed baggage and much
much more.
Only available with our Home Plus and
Homework policies, for a small additional
cost you can add on three extra covers
with our Home and Garden section –
insuring your garden against theft or
damage, covering pairs, sets and suites
and protecting yourself against major
heating and plumbing failures with our
home emergency service.
Please ask your insurance adviser
for details.

Family legal protection

If you ever need to make a legal claim,
or someone makes a claim against you,
it could be very expensive. Family legal
protection provides up to £50,000 of
cover for legal expenses and costs for a
wide range of disputes. Please note this
is only available with our Home Plus and
Your House policies – just ask your
insurance adviser for details.

*Maximum of five business trips per period

of insurance.

Home Doctor 23
BHHDR1821_A_77241_POB.qxd 9/1/09 08:10 Page 24

Essential numbers

Use this page to keep a record of tradespeople you know or have

used already.

Builders Electricians
Name Name
Telephone numbers Telephone numbers
(daytime) (daytime)
(evening) (evening)
(mobile) (mobile)

Name Name
Telephone numbers Telephone numbers
(daytime) (daytime)
(evening) (evening)
(mobile) (mobile)

Plumber Painters and decorator

Name Name
Telephone numbers Telephone numbers
(daytime) (daytime)
(evening) (evening)
(mobile) (mobile)

Roofing specialists Garden maintenance

Name Name
Telephone numbers Telephone numbers
(daytime) (daytime)
(evening) (evening)
(mobile) (mobile)
24 Home Doctor
BHHDR1821_A_77241_POB.qxd 9/1/09 08:10 Page 25
BHHDR1821_A_77241_POB.qxd 9/1/09 08:10 Page OBC1

For claims and emergency assistance call Clubline

from Aviva on 0800 012345*. Our lines are open 24
hours a day, 7 days a week, 365 days a year.
*For our joint protection, calls may be recorded and/or monitored. Information in this guide is correct at
date of printing, but is subject to change. The offers contained in this booklet are available to all Aviva
Your House, Home Plus and Homework policyholders.

Aviva Insurance UK Limited

Registered in England No. 99122. Registered Office: 8 Surrey Street, Norwich NR1 3NG.
Authorised and regulated by the Financial Services Authority.
BHHDR1821 (V28) 06.2009 (A)