In coordination with the customer, from the moment the claim is reported, an appointment with a technician will be scheduled within a maximum of 3 hours (hours counted within the working schedule of 9 a.m. to 6 p.m. on business days), with the technician arriving at the insured address within a maximum of 72 hours. Additionally, the estimated time slot provided by the technician to visit the insured address on the agreed day will never exceed 3 hours.

The assistance company undertakes to provide the service on 900 159 009 from 9 a.m. to 8 p.m. from Monday to Friday.

_{*Compliance with this commitment will not be applied in the event that, due to atmospheric phenomena, we have a high claim ratio in the last 30 days or when third parties have caused or are affected by the claim.}

Visit by workmen within three hours of the claim declaration for urgent claims that make the home uninhabitable, for the following causes:

• Absence of electricity throughout the home, or in the kitchen or in the bathroom, provided that the breakdown occurs at the home’s facilities.

• Water damage as a result of the breakage of fixed water piping at the home, which leads to damage to the items of the insured party or third parties, requiring the closure of the water supply’s general stopcock. *

• Breakage of glass forming part of the home’s enclosure, and which caused a lack of protection with respect to meteorological phenomena or unintentional acts caused by third parties.

The assistance company provides its services on 900 159 009 24 hours a day.

_{*In the case of water damage emergencies, provided that they occur outside the timetable from 9 a.m. to 8 p.m. and can be resolved by closing the stopcock, telephone advice will be provided to proceed to said closure and to have the repair dealt with the next day in coordination with the customer.}

In coordination with the customer, from the assignment of the expert engagement, an appointment will be provided with an expert in 24 hours, from 9 a.m. to 6 p.m. from Mondays to Fridays (except public holidays), in line with their availability. *

_{*Compliance with this commitment will not be applied in the event that, due to atmospheric phenomena, we have a high claim ratio in the last 30 days or when third parties have caused or are affected by the claim.}

Applies for claims with a cost of less than €30,000 from the moment of the allocation of the partial delivery, once all the necessary documentation has been received to assess the damage, and there has been no intervention of third parties, that is, that have caused or are affected by the claim.

The order to pay indemnity for a claim covered by the policy will be paid in two working days from the receipt of all the necessary documentation to assess the claim, provided that it is received from 9 a.m. to 5 p.m. from Monday to Friday (except public holidays) and when an expert is not required to assess the documentation.

At the time of the claim declaration, if it is rejected and you do not agree with said rejection, this resolution will be reviewed and the appropriateness of sending a workman will be analysed.

If you are not satisfied with the quality of the repair, the assistance company undertakes to review the repair and contact the customer within a maximum of 48 hours from the moment the disagreement is communicated, provided that a new visit by a technician is not required.If a technician visit is necessary to assess the quality of the repair—either at the discretion of the assistance company or at the customer's request—the visit will be carried out within a maximum of 72 hours from the customer's communication of the disagreement. In this latter case, the 48-hour period to review the quality of the repair will begin from the time of the technician's visit.