Introduction 4 Definition of Words 5 Key Cover 6 What Is Covered? 6 What Is Not Covered Under This Policy? 6 How to make a Claim 7 Making a Key

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1 Key Insurance

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3 Contents Introduction 4 Definition of Words 5 Key Cover 6 What Is Covered? 6 What Is Not Covered Under This Policy? 6 How to make a Claim 7 Making a Key Insurance Claim when in the UK 7 Making a Key Insurance Claim when in Continental Europe 7 General Terms and Conditions 8-9 Making a Complaint 10 Financial Services Compensation Scheme 10 Data Protection Act 11 3

4 Introduction This Audi Key Insurance policy forms part of your contract of insurance for your vehicle key cover. Your contract of insurance also includes your confirmation of cover letter which must be read in conjunction with this policy document, which provides the full terms, conditions and exclusions of cover. It is very important that you read the whole of this policy document and your confirmation of cover letter. Please keep the policy document and your confirmation of cover letter in a safe place as these will be required if you need to make a claim or want to cancel this policy. Please check the eligibility requirements in the General Terms and Conditions section to make sure you and your insured vehicle are eligible for cover. You will not be offered renewal of this policy at the end of the period of insurance. If you have any questions about this insurance, please contact Audi Approved Warranty Administration Services on (Monday-Friday 9am-6pm). In return for the payment of your premium (Audi Key Insurance has been given to you free of charge by Audi UK) the insurer will provide insurance cover in accordance with the terms and conditions of this policy for your vehicle keys during the period of insurance. 4

5 Definition of Words When the following words or phrases appear in this policy document or your confirmation of cover letter, they have the specific meanings given below. Area of Cover Means the UK and Continental Europe. Audi Approved Warranty Administration Services, we, us, our Means Mondial Assistance (UK) Limited which administers the insurance on behalf of the insurer. Claim Means each separate incident of loss or damage covered by this policy. Confirmation of cover letter Means the letter which was sent to you with this policy document. Continental Europe Andorra, Austria, Belgium, Bulgaria, Bosnia and Herzegovina, Croatia, Cyprus, Czech Republic, Denmark (excluding the Faeroe Islands), Estonia, Finland, France, Germany, Gibraltar, Greece, Hungary, Iceland, Italy, Latvia, Liechtenstein, Lithuania, Luxembourg, Macedonia, Malta, Monaco, Netherlands, Norway, Poland, Portugal, Republic of Ireland, Romania, San Marino, Serbia and Montenegro, Slovakia, Slovenia, Spain (including the Balearic Islands but excluding Canary Islands), Sweden, Switzerland and Turkey. Insured vehicle/vehicle Means the insured Audi vehicle shown on the confirmation of cover letter for which the appropriate insurance premium has been paid. Insurer AGA International SA. Limit of cover Means the maximum number of claims payable under this policy, which is two. Period of insurance Means the period between the start date and the expiry date shown on your confirmation of cover letter. Policy Means this document which forms part of the contract of insurance between you and the insurer. Premium Means the amount you paid for this key insurance policy which is UK Means England, Scotland, Wales, Northern Ireland, the Channel Islands and the Isle of Man, You, your, yours Means the person named on the confirmation of cover letter. 5

6 Key Cover Your insured vehicle keys are covered for loss, theft or breakage during the period of insurance within the area of cover as detailed below: What Is Covered? 1. If your insured vehicle keys are lost, stolen or broken we will pay for the cost of an Audi Approved Centre or Audi Authorised Repairer repairing or supplying and fitting a replacement key, or keys. 2. If as a direct result of a valid claim under item 1. above your insured vehicle lock(s) are faulty, we will pay for the cost of an Audi Approved Centre or Audi Authorised Repairer repairing or supplying and fitting a replacement lock, or locks. What Is Not Covered Under This Policy? We will not pay for: 1. More than the limit of cover (equivalent to 2 claims) during the period of insurance. 2. Any vehicle recovery costs or Audi Approved Centre or Audi Authorised Repairer travelling time. 3. Any costs apart from the repair, replacement and fitting of new keys or locks. 4. Bodywork damage. 5. Mechanical or electrical failure. 6. Repairs to locks which were already damaged prior to the keys being lost, stolen or broken. 7. This policy will not cover any other keys or locks (including other vehicles and/or property keys/locks) other than those of your insured vehicle. 8 Any loss of market value as a result of loss or theft of the insured vehicle. 9. Any loss of earnings, car hire, travel costs or bodily injury as a result of any valid claim. 10. Any costs arising from ionising radiation or radioactive contamination from any nuclear fuel or the nuclear waste arising from burning nuclear fuel. 11. Any costs arising from radioactive, toxic, explosive or other dangerous properties of any explosive nuclear equipment or nuclear part of that equipment. 12. Any costs arising from acts of war, invasion, acts of foreign enemies, terrorism, hostilities (whether war be declared or not), civil war, rebellion, revolution, insurrection, military or usurped power, riot or civil commotion, explosions, fire, radiation and falling objects. 13. Any costs covered under any other key cover or key insurance policy. 6

7 How to Make a Claim Making a Key Insurance Claim when in the UK Contact your nearest authorised Audi Approved Centre or Audi Approved Authorised Repairer and let them know your insured vehicle is protected by Audi Key Insurance. The Audi Approved Centre or Audi Approved Authorised Repairer will contact us on your behalf. If a key to your insured vehicle has been stolen the incident must be reported to the police as soon as possible (within 24 hours from discovery), and a police crime report number obtained. It is your responsibility to authorise any dismantling of the insured vehicle or any other work required to diagnose any faults with the insured vehicle. We will not pay for any diagnostic costs. If you are VAT registered you remain responsible for settling the VAT content of any claim separately. Audi Approved Warranty Administration Services reserve the right to examine the insured vehicle and to subject it to expert assessment in order to determine if your claim is covered and how much we will pay for repairs. If you or anyone acting on your behalf acts in a way which prevents us from being able to determine the cause of failure by inspecting the insured vehicle for defective components, then we will not pay all or any part of your claim. Making a Key Insurance Claim when in Continental Europe All key and lock repair or replacement costs are your responsibility whilst in countries outside the UK. It is your responsibility to authorise any dismantling of the insured vehicle or any other work required. Once the repairs have been completed you must settle the costs with the dealer and retain the invoice. Please also keep the replaced components if possible until we have finished processing your claim as we may need to see them. If a key to your insured vehicle has been stolen the incident must be reported to the police as soon as possible (within 24 hours from discovery), and a police crime report number obtained. Please contact Audi Approved Warranty Administration Services Claims within 30 days of any completed repairs and you will be advised if they are covered under this insurance. On your return to the UK, please send the invoice with a covering letter to: Audi Approved Warranty Administration Services Claims, PO Box 1051, Croydon CR9 1RE. For any enquiries please call Audi Approved Warranty Administration Services Claims on Please retain a copy of the repair invoice for your own safekeeping as we will be unable to return this to you. Your claim will then be processed and reimbursed to you in pounds sterling at the rate of exchange for the relevant currency at the time of the repair, providing that your claim is valid. We will not pay more than the equivalent UK rates for the manufacturer s list price for the parts and official labour times/costs which are necessary to repair or replace covered components. 7

8 General Terms and Conditions The following conditions apply to the whole of this policy. 1) Eligibility You are eligible for this policy if; a) You are over 18 years of age and your permanent place of residence is in the UK, or in the case of a business, registered and trading in the UK. b) You have agreed to comply with the terms and conditions of this policy. c) The insured vehicle was purchased from an Audi UK retailer under the Audi Approved Used Car Programme. 2) Telling us relevant facts You must tell us about anything that may affect your cover (including also any changes during the period of insurance). If you are not sure whether something is relevant, you must tell us anyway. You should keep a record of any extra information you give us. If you do not tell us about something that may be relevant, your insurance may be invalidated and we may not cover any related claims. 3) Claims your duties If a claim occurs you must comply with the relevant claims procedures described in this document under the How to Make a Claim section as soon as you can. 4) Claims our rights We can take over and carry out the defence or settlement of any claim. After we have made a payment, we can pay to take legal action to get back any payment we have made under this policy. If we want to, we will examine the insured vehicle and will test any damaged components. 5) Assignment or transfer You cannot assign, change or transfer this policy in any manner whatsoever. If the insured vehicle is replaced under the new for old benefit of your motor insurance policy we will transfer the unexpired term of this policy to the replacement vehicle. 6) Reasonable precautions You must take all reasonable precautions to prevent the loss, theft or breakage of your insured vehicle s keys. 7) When your policy cover ends This policy will end automatically at the earliest of the following: a) The date the limit of cover has been paid; or b) The date you cease to be resident within the UK; or c) The date on which you sell the insured vehicle or the insured vehicle returns to a finance or leasing company; or d) The date your cover is cancelled by you or us; or e) The end of the period of insurance is reached. 8

9 8) Cancelling your policy You may cancel this policy within 14 days of receiving the documents. If you have not made a claim we will refund any premium you have paid, which is 0.00 for this Audi Key Insurance. After 14 days you may cancel the insurance cover at any time. We will not refund any premium you have paid, which is 0.00 for this Audi Key Insurance. If you choose to cancel your insurance, simply return the confirmation of cover marked cancelled to: Audi Approved Warranty Administration Services, PO Box 1051, Croydon, CR9 1RE or telephone or contact the selling agent. We may cancel this policy at any time by giving you 30 days notice in writing to the address shown on your confirmation of cover letter. 9) Fraud If you make a claim that is false or dishonest in any way, this insurance will not be valid and you will lose all benefit under it. 10) Governing Law Unless you or we agree otherwise, English law will apply and all communication and documentation in relation to this insurance will be in English. In the event of a dispute hereunder, the English courts shall have jurisdiction. 11) Contracts (Rights of Third Parties) Act 1999 We, the Insurer and you do not intend any term of this contract to be enforceable by any third party pursuant to the Contracts (Rights of Third Parties) Act

10 Making a Complaint We aim to provide you with a first-class insurance cover and service. However, there may be times when you feel we have not done so. If this is the case, please tell us about it so that we can do our best to solve the problem. If you make a complaint, your legal rights will not be affected. In the first instance, please contact: By post Customer Support, Audi Approved Warranty Administration Services, PO Box 1051, Croydon, CR9 1RE By Please supply us with your name, address, policy number/vehicle registration and claim number where applicable, and enclose copies of relevant correspondence as this will help us to deal with your complaint in the shortest possible time. If you are not satisfied with our final response, please be aware that you can refer the matter to the Financial Ombudsman Service for independent arbitration. Financial Services Compensation Scheme For your added protection, the Insurer is covered by the FSCS. You may be entitled to compensation from the scheme if the Insurer cannot meet its obligations. This depends on the type of business and the circumstances of the claim. Insurance cover provides protection for 90% of the claim, with no upper limit. Further information about the compensation scheme arrangements is available from the FSCS, telephone number , or , or by visiting their website 10

11 Data Protection Act Information about your policy may be shared between Audi UK, AGA International SA and Mondial Assistance (UK) Limited. You should understand the information you provide will be used by us, our representatives, the insurer, other insurers and industry governing bodies and regulators to process your insurance, handle claims and prevent fraud. Your personal details may be transferred outside of the EU. They will at all times be held securely and handled with the utmost care in accordance with all principles of English law. Audi is a registered trademark of Volkswagen Group United Kingdom Limited, Yeomans Drive, Blakelands, Milton Keynes, MK14 5AN, VAT No: GB Audi Key Insurance is underwritten by AGA International SA and is administered in the UK by Mondial Assistance (UK) Limited, Registered in England No Registered Office: 102 George Street, Croydon, CR9 6HD. Mondial Assistance (UK) Limited is authorised and regulated by the Financial Services Authority (FSA). AGA International SA is authorised by Autorité de Contrôle Prudentiel in France and authorised and subject to limited regulation by the Financial Services Authority. Details about the extent of the insurers and our authorisation and regulation by the Financial Services Authority are available from us on request. Mondial Assistance (UK) Limited acts as an agent for AGA International SA with respect to the receipt of customer money, for the purpose of settling claims and handling premium refunds. This policy is available in large print, audio and Braille. Please contact us on , textphone using a compatible RNID handset. We will be pleased to organise an alternative version for you. 11

12 Audi Approved Warranty Administration Services PO BOX 1051 Croydon CR9 1RE 5190AUD 01/13

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