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1 Underwritten by Absa Insurance Company Limited, Reg. No. 1992/001737/06, who agrees to provide insurance in terms of this policy during any period of insurance for which a premium has been paid. Appliance Warranty Contents Introducing your Maxicare Appliance Warranty Policy... 2 When and how we will compensate you... 2 General... 2 Definitions... 3 Contact Information... 3 Policy Conditions... 4 Section A Acceptance and Period for the Policy... 4 Section B General Conditions... 5 Section C Appliance Warranty... 5 What You must do... 5 What You get from the policy... 6 What You are covered for... 6 How To Claim... 7 When You can claim... 7 How to claim and what happens... 7 What is not covered (exclusions)... 7 Section D Optional Additional Covers Section E Important Information Contact Information For all policy or claim queries, call: or Office hours are 08:00 to 16:30, Monday to Friday, excluding public holidays. INNOVATION GROUP - Maxicare Appliance Warranty 1

2 Introducing your Maxicare Appliance Warranty Policy Thank you for choosing Absa Insurance Company for your shortterm insurance needs. Your insurance policy is made up of: 1. A schedule. This sets out the type of insurance you have bought, the amounts you are insured for, the excesses that apply and the monthly premium you must pay. You must check that all details on the policy schedule are correct. 2. Policy Conditions. This sets out your responsibilities, what we do and do not compensate you for and how to claim for any loss or damage of items insured. 3. Definitions. This gives you a clear explanation of the meaning of a word or phrase as used in the wording. This document together with your policy schedule, any written proposal form and correspondence and any transcript of verbal agreements form the basis of the contract between you and us. When and how we will compensate you We will fulfil our responsibilities (as defined in this document) for items insured under this policy on condition that: you pay the premium set out in the schedule on time every month you comply with all terms set out in your policy you give us relevant, true and complete information about yourself and the items you insure. You must immediately inform us of any changes in the information that you provided to us. Any incorrect information may affect the validity of the policy and you may not be entitled to any compensation in the event of a claim. GENERAL If you require a large-print version of this policy document, please contact our policy administration department on or What it means: Where you see this sign, it will give an explanation or example. 2

3 Definitions Defined words are shown in the Policy Conditions in italics. Word/Phrase The Insurer You The Administrator /Us/We/Our Service Agent Policy Schedule Appliances Basic Repair Value Limit Maximum Repair Value Limit Annual Maximum Repair Value Limit Consolation Refund Excess Meaning Absa Insurance Company Ltd. The insured. The person named on the Policy Schedule, who owns the Appliances. Innovation Group (Pty) Ltd., who manages the policy. A specialist repair company appointed by Innovation Group. The accompanying document that lists the unique details of Your Policy. The covered appliances or electronic goods as listed on Your Policy Schedule. The maximum payable under this policy for each repair. This amount is either the Maximum Repair Value Limit, or half the cost of a replacement appliance, whichever is less. The maximum payable under this policy under any claim. This amount is shown on your Policy Schedule. The maximum amount payable under this policy in any 12-month period. A refund paid in the event that an Appliance cannot be repaired, even though the claim is valid (for instance parts are not available). The value of the refund will be determined only by Us, based on the age and condition of the Appliance. The first amount payable by you for a claim (where applicable) Contact Information For all policy or claim queries, call: or Office hours are 08:00 to 16:30, Monday to Friday, excluding public holidays. INNOVATION GROUP - Maxicare Appliance Warranty 3

4 Policy Conditions This document contains the Policy conditions governing the insurance contract between The Insurer and You. The Administrator will handle all administrative functions and claims, and You should always call them for any queries regarding the policy. Section A Acceptance and Period for the Policy 1. Upon acceptance of the policy and in exchange for the premium, The Insurer will underwrite the full risks of this policy. The Insurer reserves the right to turn down an applicant or to terminate the policy for any reason whatsoever, including any applicable international laws; we will not be liable for any consequential or indirect damages as a result of any actions taken due to this. What this means: The Insurer will decide if You can take the policy; if the Insurer goes ahead with the policy, You will be covered as described in this document, if You pay the premium. If the Insurer chooses not to go ahead with the policy, neither the Insurer nor the Administrator are liable for any problems or costs You may have as a result of the policy not being granted. 2. Cooling-off period: You have seven business days from the day You purchased this policy in which You can change Your mind. In order to do this, contact the Policy Administration team. If You change Your mind within this period, any premiums paid will be refunded in full. 3. Cancellation: After the cooling-off period, You or We can cancel the policy at any time, giving 30 days notice in writing. If Your premiums become 2 or more months in arrears, Your policy will be cancelled. The Administrator will try to contact you before this happens. 4

5 Section B General Conditions 1. You must check that all details on the Policy Schedule are correct. 2. You must pay the monthly premium shown on your Policy Schedule. If you do not pay the premium, You will not be covered. You are responsible for making sure that the premium has been paid, even if You pay by debit order. 3. Premiums are paid monthly, in advance, by debit order on the agreed debit date. What this means: Every month, We will debit Your bank account for the premium to cover You for the following month. So, for example, if We debit You on the first of July, that means that You are then covered for the rest of July. 4. If You miss a premium payment, We will attempt to collect two premiums at the following month s collection. 5. If any of Your details change, You must inform Us as soon as possible under normal circumstances, this means within 30 days. Section C Appliance Warranty Appliances that can be covered by the policy 1. Only appliances or electronic goods for domestic use can be covered. Due to the changing nature of home appliances and technology, please contact our Policy Administration team for all Your queries on exactly which types of appliances can be covered. 2. Only appliances in good working order can be added to the policy. 3. Only appliances less than 10 years old can be added to the policy, however appliances that become older than 10 years while listed in the policy schedule will be covered. What You must do 1. You must install, use and look after your Appliances as directed by the manufacturer s instruction manual. 2. You must not tamper with or try to repair the Appliances. We are not liable to fix errors made by others. INNOVATION GROUP - Maxicare Appliance Warranty 5

6 3. You must allow Our Service Agents access to the Appliances in the presence of a responsible adult. You must also do this if the Administrator decides that an Appliance needs inspection at any time. 4. If a repair is not covered by this policy, You must deal with the Service Agent directly if you wish to have the Appliance repaired. What this means: For example, if a Service Agent goes to repair an Appliance, but finds that the broken component is not covered, such as a door handle, then You can choose whether to ask the Service Agent to repair the Appliance. If You do have the Service Agent repair the Appliance, You must pay them directly. 5. If You need to claim, You should follow the How to Claim process below What You get from the policy The policy is designed to help You maintain Your Appliances in good working order. There are limits to what it will provide please read the section titled What is not covered for the exclusions. What You are covered for a. The policy covers the costs of repair or maintenance of a broken-down Appliance up to the Basic Repair Value Limit. It covers labour, Service Agent travelling costs (up to the distance limits), spare parts and domestic postage of spare parts. What this means: This means that, if You live within the collection area of one of our Service Agents, all costs of a valid claim are paid by the policy, up to the Basic Repair Value Limit. b. The policy covers breakdown of the Appliances What this means: You cannot claim from this policy for an Appliance that has not suffered a breakdown, so, for example, if the Appliance was stolen, it is not covered. c. Appliances will only be covered if they are properly used for the normal domestic purposes for which they were designed. d. Appliances will only be covered if they are kept at the address shown on Your Policy Schedule. 6

7 How To Claim When You can claim a. You can claim 60 days after the start date of the policy (the Start Date is shown on Your Policy Schedule) How to claim and what happens a. To claim, You must telephone the Administrator (see Contact Details ). Our consultants will help You lodge Your claim over the phone and appoint a Service Agent to come to Your premises. When You phone, You should be able to tell Us: Your name and Policy Number Which Appliance has broken down What is wrong with the Appliance What this means: For example, if the problem is that the Appliance does not turn on when You try to switch it on, You should tell Us that when You call to claim. b. During a claim: You must not arrange for a repair without contacting Us first. Only in exceptional circumstances will We allow You to use a repairer who is not contracted to Us. The Service Agent will either repair the Appliance onsite or collect it for repair at their workshop. The Service Agent chooses where they will repair the Appliance. The Service Agent may need an authorisation from the Administrator before completing the repair. We will make any payments to the Service Agent directly. You only need to pay in where the claim is outside the limits of the policy. You are covered for costs up to the Basic Repair Value Limit (see definitions at the start of this document). All replaced parts or Appliances become Our property free of charge. If the repair is not covered by this policy, You will be given reasons why by the Administrator. If You wish to dispute the decision, please contact the Administrator with Your reasons and the claim will be reviewed. If the repair will cost more than the Basic Repair Value Limit, You have the choice of: Repair the Appliance (We will pay the Basic Repair Value Limit to the Service Agent and You pay the difference); or INNOVATION GROUP - Maxicare Appliance Warranty 7

8 Purchase a replacement ( We will pay in the Basic Repair Value Limit); or Receive a Consolation Refund (an amount determined by Us) If a repair is covered by the policy, but is not possible due to, for example, spare parts not being available, the Administrator will confirm this with their usual spare parts suppliers. In this case, We will offer You a Consolation Refund. This refund is simply a contribution to the cost of a replacement item. If a repair has taken more than 8 weeks, You can choose to receive the Consolation Refund instead of continuing with the repair. If you choose to do this, the Appliance will no longer be covered by this policy. In the unfortunate event that Your Appliance is damaged while with a Service Agent, You will be compensated by refund, replacement or repair at Our sole discretion. If a claim is not covered by the policy, You will need to pay the call-out fee to Our Service Agent. Every repair carries a 3-month warranty on parts and labour provided by the Service Agent. If the repair is unsuccessful, We are entitled to send the same Service Agent back to take advantage of this warranty. What is not covered (exclusions) a. General limits: This Policy does not cover: Failures during the first 60 days of the policy or failures that happened when the Policy was suspended or inactive for whatever reason; Costs above the Basic Repair Value Limit; Costs above the Annual Maximum Repair Value Limit; Repairs carried out without authorisation from the Administrator; Appliances not allowed to be covered by the policy; Appliances not correctly listed in the Policy Schedule; Any compensation for losses or inconvenience due to delays or missed appointments; Any consequential losses. b. Free collection and delivery is limited to 30 km from Our Service Agents premises. You are welcome to drop off or pick up Appliances from Our Service Agents premises if that is more convenient. c. Faults that are not covered: Reception or aerial faults. 8

9 d. Damages that are not covered: Damages to non-mechanical or cosmetic parts; What this means: Parts that are not considered mechanical and so cannot break down mechanically, are not covered. For example, trim, hinges, handles, runners or soap dispensers are not mechanical parts. Seals and refrigerant (gas) are considered to have a mechanical function and so are covered. Damages that are uneconomical to repair; What this means: Where the cost of repair will be more than the Basic Repair Value Limit, costs above the Basic Repair Value Limit will not be covered. Damage due to faulty or leaking batteries; Damage that does not interfere with the Appliance s normal operation. What this means: If the Appliance has not broken down, there will not be a valid claim. However, if, for example, Your Appliance is working very noisily and this is because of a mechanical problem, that is then considered to be interfering with its normal operation. e. Causes of damage that are not covered: Damages due to External Causes; What this means: Damages that happen because of an external event that happened to the Appliance are not covered. For example, these causes of damage are not covered: accidental damage (for example, being dropped), abuse, lightning strikes, power variations or surges, fire, insect or vermin infestation, flood, damage caused by foreign objects. Damages caused by the Appliance not being installed, maintained or used as required by the manufacturer s instructions; Where someone else has unsuccessfully tried a repair or that repair has failed, We will not be liable to fix that repair; Failures due to water damage or rust. f. Other work that is not covered: Removal of the Appliance from a custom installation; Installation of the Appliance; g. Specific Components that are not covered: Any components that are not part of the Appliance (this includes components that the Appliance is connected to) as defined by Us; INNOVATION GROUP - Maxicare Appliance Warranty 9

10 Remote controls; Speakers; Components which are unavailable (in this case, the Administrator will repair the item if You can provide the parts); Pilot lights; Damaged tapes/discs etc.; Clocks; Light globes; Missing components; Bottles or seals for water dispensers. Section D Optional Additional Covers 1. Lightning and Power Surge Cover Description: This is an additional cover, with additional premium payable. This additional cover will be listed separately on Your Policy Schedule. If it is not listed on Your Policy Schedule, this cover will not apply to Your policy. Cover provided: If the Lightning and Power Surge cover is taken, all Appliances listed on the Policy Schedule are covered against damage caused by lightning strikes or power surges (these are otherwise excluded as Damage due to External Causes ). What is not covered: This cover does not apply to any items covered under the Home Warranty additional cover, it only covers Appliances. 2. Replacement Cover Description: This is an additional cover, with additional premium payable. This additional cover will be listed separately on Your Policy Schedule against each Appliance that You decide to cover with Replacement Cover. Cover provided: The Replacement Cover additional cover is taken for individual Appliances. If taken, in the event that there is a valid claim for the covered Appliance, then the level of cover is changed as described: If the Appliance can be repaired within the Basic Repair Value Limit, the repair will be done (as usual). If the repair cost exceeds the Basic Repair Value Limit, but is less than the Maximum Repair Value Limit, We 10

11 will repair or replace the Appliance with an equivalent at Our sole discretion If the Appliance cannot be repaired (e.g. there are no spare parts available), then a brand new equivalent replacement Appliance will be paid for (up to the Maximum Repair Value Limit). All equivalent replacement Appliances are equivalent in specification or functions, not necessarily the same brand or model. If a replacement Appliance is paid for by the policy, no consolation refund will be given. If a repair has taken more than 8 weeks, You can choose to receive the equivalent replacement appliance instead of continuing with the repair. All replaced Appliances will become Our property free of charge. All Appliances replaced under Replacement Cover will be sourced through Our usual sources of supply. No guarantee will be made that there will be a choice of equivalent replacement Appliances; this depends on stocks held at Our usual source of supply. What is not covered: Appliances without Replacement Cover specifically listed are not covered by Replacement Cover. Claims which are not covered by this Policy are still not covered by Replacement Cover. 3. Home Warranty Cover Description: The Home Warranty covers You for household electrical and plumbing faults and gate and garage door motor failures. This is an additional cover, with additional premium payable. This additional cover will be listed separately on Your Policy Schedule. If this is not listed on Your Policy Schedule, this cover will not apply to Your policy. There will be a separate Repair Value Limit for Home Warranty Cover; this will be shown on Your Policy Schedule. An excess is payable for each claim against this additional cover. The excess is shown on Your Policy Schedule. Cover Provided. You are covered for these problems, at the address shown on the policy schedule: Plumbing: Burst water pipes and connections, faulty taps, mixer units and toilet cisterns; Drains: Opening of drains and water outlets from INNOVATION GROUP - Maxicare Appliance Warranty 11

12 toilets, baths, showers and basins; Electrical: Faulty distribution boards, circuits, plug points, lights, switches, main cables and earth leakage relays; Motors: Faulty gate, garage door and pool pump motors. What is not covered: Tap washers; Repairs carried out without the prior agreement of the Administrator; Damage due to: Lightning, power surge, water damage or rust (except for items listed above under Plumbing ), theft, accidents or malicious damage, fire, earthquake or explosions, riots, war or violent acts, incorrect installation; The excess (this is shown on Your Policy Schedule if You take the Home Warranty); The cost of repairs over the Home Warranty Cover Repair Value Limit. Section E Important Information Please see the attached document ( Notice to Client ) which gives you all notices required by law. 12