It is a condition of the Licence Agreement that your property is insured for its full true total value and that cover is maintained throughout the total period of storage with us. Please note that irrespective of whether or not you instruct us to include you within our insurance arrangements our liability for actual physical loss of or damage to your property is limited by the terms of the Licence Agreement which form part of our contract with you.


Royal & Sun Alliance Insurance (RSA) Plc


This insurance is suitable for property being stored within a U.K. self storage facility and within our “Open Cover” arrangements.

This insurance cover is only effective whilst property is stored at a Self Storage facility in the UK. The insurance limit will be the sum insured you have selected up to a maximum of £30,000. If you require a higher limit please contact Dumfries Self Storage Ltd.

The Insurer will pay for any loss or damage, up to the value declared by you on most items other than those specifically excluded.
These are as follows: Money, Coins, Bullion, Deeds, Bonds, Securities, Livestock, Plants, Foodstuffs, Perishable Goods, Explosives, Firearms, Flammables and Manuscripts or Electronically held Data Records.


  • Jewellery, Watches, Precious Stones and Stamps are limited to a combined total of £500.
  • Furs, fine arts, mobile phones, perfumery, tobacco products, beer, wine and spirits are limited to a combined total for all such items of £10,000.
  • Electronic items are limited to a total of £10,000.

Electronic items are defined as all items of consumer and commercial electrical  appliances and instruments including but not limited to radios, televisions, computers, computer software, hard drives, chips, microchips, printed circuit boards and their components, modems, monitors, cameras, facsimile machines, photocopiers, VCR’s and DVD and CD players, hi-fi equipment, and alike.

Policy Excess
You are responsible for bearing the first £100 of any claim

Insured Perils
Actual physical loss or damage to your property caused by Fire, Lightning, Explosion, Earthquake, Storm, Flood, Escape of  water or other Liquid Substance, Theft accompanied by Forcible Entry or Exit, Riot, Strike, Civil Commotion, Malicious Damage, Impact, Moth, Insect or Vermin from an External Source and Acts of Terrorism.

Insurers will pay for any loss or damage when one of the above perils has occurred other than by:

Loss or theft of items other than following violent and forcible entry to, or exit from, the storage facility.  Accidental damage unless as a direct result of violent and forcible entry to or exit from the building or unit or as a result of damage caused in transit in to store by us (Assisted Self Storage) or during the essential movement of your goods, by us from one unit to another.  Loss or damage caused by wear and tear, gradual deterioration inherent vice or latent defect. Damp, Mould or Mildew unless caused by the negligence of the Self Storage Operator.  Loss or damage caused by Leakage of Liquid from any Receptacle or Container within the customers own unit. Indirect or consequential loss of any kind or description. Electrical, electronic or mechanical derangement to any electrical, electronic or mechanical items, unless external physical damage has occurred, or as result of fire or flood.  Any loss of or damage to electronic equipment resulting from configuration failure of the controlling software and/or microchip. Confiscation or destruction or damage under the order of any Government, public or local authority.

War. Any consequence whatsoever resulting directly or indirectly from or in connection with any of the following regardless of any other contributing cause or event – war invasion act of foreign enemy hostilities or a warlike operation or operations (whether war be declared or not) civil war rebellion revolution insurrection civil commotion assuming the proportions of or amounting to an uprising military or usurped power.

Radioactivity.  Ionising radiations from or contamination by radioactivity from any nuclear fuel or from nuclear waste from the combustion of nuclear fuel. Loss, damage, liability or expense directly or indirectly caused by or contributed to or by or arising from
(i) the radioactive, toxic, explosive or other hazardous or contaminating properties of any nuclear installation, reactor or other nuclear assembly or nuclear component thereof,
(ii) any weapon or device employing atomic or nuclear fission and/or fusion or other like reaction or radioactive force or matter,
(iii) the radioactive, toxic, explosive or other hazardous or contaminating properties of any radioactive matter. The exclusion in this sub-clause does not extend to radioactive isotopes, other than nuclear fuel, when such isotopes are being prepared, carried, stored, or used for commercial, agricultural, medical, scientific or other similar peaceful purposes,
(iv) any chemical, biological, bio-chemical or electro-magnetic weapon,
(v) the use or operation, as a means of inflicting harm, of any computer, computer system, computer software programme, computer virus or process or any other electronic system.

In the event of total loss, destruction or damage beyond repair of any article the basis of settlement shall be the cost of replacing or reinstating the article on a “new for old” basis.

Household Linen and clothing
“New for Old” cover shall not apply to Household Linen and Clothing and Insurers will take into consideration the age, quality, degree of use and consequent market value of any item.

Basis of settlement for Documents
The basis of claims settlement shall be to indemnify you for reasonable costs of reprinting and/or reasonable costs of reissue and/or reconstitution including, where applicable, fresh research or exploration to obtain essential information.


Under Insurance (Average Clause)
It is conditional that you insure for the full replacement value of all of your property. If you fail to do so, any claim will be reduced to reflect the amount of under-insurance.  For example if you insure for only 50% of the true value, any claim will also be reduced by 50%.

It is your own sole responsibility to ensure that the sum insured is maintained at an adequate level at all times so we recommend regular reviews are carried out. This is particularly important where your property is in store for some time.

Pairs and Sets
It is the intention to pay the actual value of individual items. It is not the intention to pay for items which are not affected. If, therefore, a claim is made for an item which is part of a pair or set, then Insurers will only pay the actual value of that item in isolation. The payment will be made without reference to any particular value the item might have acquired simply because it is part of a pair or set.

Insurers Rights
Subject to payment of the actual value of a damaged item by Insurers, they may at their discretion take over ownership of the property. No property may be abandoned to Insurers.

If a claim is fraudulent in any way, it will not be paid. The insurance will be deemed not to have attached and no charges will be refunded.

The parties to this contract have the right to choose the law that should apply. Insurers choose to apply English Law except for those customers who at inception of the contract are domiciled in Scotland, Northern Ireland, Channel Islands or Isle of Man where their own law will apply.

Claims Notification
Any claim must be notified to us at the time of the discovery of the loss or damage to your property or at the time of removal of your property from the unit., whichever is the soonest.

At this point you will be provided with a claim form and this needs to be completed and returned to the address, email address or fax number detailed in your Licence Agreement.

All claims will be then be handled by Removal Claims Service (RCS) Claire House, Bridge Street, Leatherhead, Surrey KT22 8BZ

Complaints Procedure
We aim to provide you with a first class service.  If we have not delivered the service that you expect or you are concerned with the service provided, we would like the opportunity to put things right.  Our Complaints process:-

Initially, contact us to raise your concerns. In the unlikely event, however, that you remain dissatisfied you may, if preferred contact our intermediary at the following address.

Basil Fry & Company Ltd, Claire House, Bridge Street, Leatherhead, Surrey, KT22 8BZ Tel: 01372 385985 Email:

If your complaint is not resolved or you are not happy with our response and the course of action proposed, you can progress your complaint to RSA Customer Relations Office, who will carry out a separate investigation in an attempt to resolve your complaint and will issue a final decision.

Customer Relations Contact Details
Customer Relations Office
Dean Clough Industrial Park,
Bowling Mill
Tel: 0800107 6160  Fax: 01422 325146

If you are still not satisfied Royal & Sun Alliance (RSA) is regulated by the Financial Conduct Authority whose arbitration service is in the Financial Ombudsman Service, and you may be able to refer your complaint to them.

Financial Ombudsman Service, South Quay Plaza, 183 Marsh Wall, London E14 9SR Tel: 0845 0801800

Your rights as a customer to take legal action remain unaffected by the existence or use of any complaint procedures referred to above.  However, the Financial Ombudsman Service will not adjudicate on any cases where litigation has commenced.
Removal Claims Service is a trading name of Basil E Fry & Co Ltd who are authorised and regulated by the Financial Conduct Authority.

Basil E Fry & Co Ltd, Claire House, Bridge Street, Leatherhead, Surrey KT22 8BZ