Post Office Life Insurance

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1 Post Office Life Insurance Key Information Pack Contents 1. Information Disclosure Document Pg 2 2. Data Protection statement Pg 3 3. Customer Due Diligence Prevention of Money Laundering statement Pg 3 4. Obtaining additional medical information Pg 3 5. Key Features Pg 4 6. Plan Conditions Pg 7 Post Office Life Insurance is Provided by Aviva Your life insurance Handled with care

2 Key Information This Key Information Pack provides important information and we will refer you to various sections during your application. Section 1 provides information from Post Office Limited. Section 2 and onwards provides information from Aviva Life & Pensions UK Ltd, who are providers of Post Office Life Insurance. You should retain this document for future reference. This Key Information document contains important information about Post Office Life Insurance and its features, benefits, exclusions and limitations. Please read the information carefully and use it to decide whether the insurances is right for you. 1. Information Disclosure Document About our insurance services Who are we? Post Office Limited, whose Registered Office is at 148 Old Street, London, EC1V 9HQ. Post Office Limited, is an appointed representative of Bank of Ireland (UK) plc which is authorised by the Prudential Regulation Authority and regulated by the Financial Conduct Authority and the Prudential Regulation Authority. The Financial Services Register Number for Bank of Ireland (UK) plc is You can check this on the Financial Services Register by visiting the website or by contacting the Financial Conduct Authority on Bank of Ireland (UK) plc, provides a range of financial products and services in the UK. What service will we provide? We will only provide you with information about Life Insurance from a single provider. You will not receive advice or a personal recommendation from us about this plan. You will need to make your own choice about whether it is suitable, based on the information we will provide to you. Whose products do we offer? We only offer Life Insurance underwritten by Aviva Life & Pensions UK Limited. We are contractually obliged to only sell Life Insurance underwritten by Aviva Life & Pensions UK Limited. How to make a complaint? If you wish to register a complaint regarding the service we have provided, you should do so: In writing to: Customer Care Team Post Office Financial Services PO Box 27 Bristol BS99 7AX By phone to: By fax to: Upon receipt of your complaint we will attempt to address the difficulties you may have encountered immediately. Where your complaint is as a result of the actions of Aviva Life & Pensions UK Limited, we will advise you on the most appropriate course of action to help you resolve your issues of concern. If you are not happy with the way we have resolved your complaint, you have the right to refer your complaint to the Financial Ombudsman Service at: Financial Ombudsman Service South Quay Plaza 183 Marsh Wall London, E14 9SR Tel: Calls to this number are normally free for people calling from a land line - but chargers may apply if you call from a mobile phone. Tel: Calls to this number are charged at the same rate as 01 or 02 numbers on mobile phone tariffs. Tel - Outside UK:

3 Financial Services Compensation Scheme Post Office Limited is covered by the Financial Services Compensation Scheme. You may be entitled to compensation from the scheme if we cannot meet our obligations. This depends on the type of business and the circumstances of the claim. Insurance advising and arranging is covered for 90% of the total claim with no maximum. For further information about the Financial Services Compensation Scheme, contact the FSCS at: Financial Services Compensation Scheme 7th Floor, Lloyds Chambers Portsoken Street London, E1 8BN Tel: or Fax: Website: 2. Data Protection statement I consent to Aviva using the information supplied on this application form to administer my policy and acknowledge that it may be processed by any company within the Aviva Group, by reinsurers and by third parties who provide services to Aviva. It may be transferred to any country including those outside the European Economic Area for any of these purposes. Any information may be used for underwriting or claims handling purpose and disclosed in confidence to regulatory bodies, other insurance companies (directly or via shared databases), Post Office, Royal Mail Group and selected companies within the Bank of Ireland Group (including Midasgrange Limited, a joint venture with Post Office Limited). Information will be used and analysed by Aviva, the Post Office, Royal Mail group and selected companies within the Bank of Ireland group to update and enhance their records, to improve their service to me, help their understanding of their total relationship with me and to assist in processing any future applications I make to them. If Aviva declines to cover you online, you are entitled to have the decision reviewed by an Aviva representative by writing to us and requesting it. However this is unlikely to change the decision as this online application is designed so that online decisions match those that would have been made by a person trained in this field. You can be confident that where online application cannot provide a definite decision, your application will always be referred to a member of Aviva staff to look at your application in more detail. 3. Customer Due Diligence - Prevention of Money Laundering statement In accordance with EU and UK legislation relating to the prevention of money laundering we are obliged to verify the identity and address of all parties (e.g. plan holder, premium payer, settlor, third parties including beneficial owners) to this contract. In the case of legal arrangements we are also required to establish the identity of any controllers that are not named parties as well as individuals who have specified a beneficial interest in the contract. How will this be carried out? Identity and address can be verified either by electronic verification or through submission of documentary evidence. Electronic Verification Aviva may verify your identity with a third party identity verification company. This identity verification check will leave a footprint on your credit file but it is NOT a credit check and will NOT impact your credit rating. This check can be carried out whether you are applying to us through a financial intermediary, an Aviva sales consultant or via direct business. Documentary Verification In certain circumstances you may be required to provide further evidence of your identity and confirmation of address. Where a financial adviser or Aviva Representative is involved they will let you know what evidence you need to produce. Where you are applying to Aviva direct, we will contact you and let you know what additional evidence is required. 4. Obtaining additional medical information When processing an application Aviva sometimes need to obtain medical information in addition to the information provided on the application form. This is used to assist the underwriter in their decision making, when assessing a new application or considering a claim. The medical evidence can be obtained in two different ways, but both methods require Aviva to obtain your consent to them being given your health details. You do not need to give your permission, but if you do not, Aviva will not be able to proceed with your application. This does not prevent you from applying to other companies for insurance. 3

4 The information you and your doctor provide about your health may result in Aviva: Setting premiums at standard rates Increasing premiums above standard rates, or Refusing to provide insurance. Data Protection Act health records Subject Access Request Under the Data Protection Act 1998 you have a right to see your health records by making a Subject Access Request to your doctor. Individuals with a full mental capacity can authorise a representative to make a subject access request on their behalf. If you allow Aviva to be your representative, they will request a full copy of your health records to be sent directly to them, to assist them in underwriting your insurance policy. The full copy of your health records may contain unrelated information. Aviva can send you a copy of the Subject Access Request if you wish to see it. Aviva consider this the most effective way of obtaining medical information; because although the Data Protection Act stipulates that your doctor must respond to the Subject Access Request within 40 days, Department of Health Guidelines recommend the Request be completed within 21 days. This means Aviva receive it sooner and can provide you with a decision much faster. Also, because Aviva obtain a full copy of your medical records it is very rare they will need to write back to your doctor for further information. Having a full copy of your health records also means there should be less disputes in the event of a claim. Access to Medical Reports Act obtaining a medical report If you would prefer Aviva not to obtain your medical information under a Subject Access Request, then they can approach your doctor to complete a medical report under the Access to Medical Reports Act A set of questions will be sent to your doctor, who will then use the information from your medical records to complete the report. You can choose to see the report before it is sent to Aviva. If you feel the details are incorrect or misleading, you can ask for them to be altered or for a statement of your views to be attached to the report. The doctor can withhold access to the report if he or she feels that it would cause physical or mental harm to you or others. The Access to Medical Reports Act does not stipulate any timescales for the doctor to complete this report. Aviva will ask your doctor not to reveal information about: Whichever method Aviva use to obtain your medical information, Aviva will ask your doctor not to include information about: negative tests for HIV, hepatitis B or C; any sexually-transmitted diseases (unless there could be long-term effects on your health). Aviva will no longer ask your doctor to reveal information about predictive genetic test results. If your doctor does include reference to this information Aviva will not take it into account when assessing your application or considering a claim. 5. Key Features The Financial Conduct Authority is a financial services regulator. It requires us, Aviva, to gives you this important information to help you to decide whether our Post Office Life Insurance is right for you. You should read this document carefully so that you understand what you are buying, and then keep it safe for future reference. This Key features document gives you the main points of your plan, which provides an amount of life insurance for a fixed term. Your illustration shows what payments you ll make for your chosen amount of life insurance. Please read them so you understand what you re buying and then keep them with your plan documents. Its aims The level cover option aims to pay a guaranteed cash sum if you die during the plan term or are diagnosed as suffering from a terminal illness. The decreasing cover option aims to pay a guaranteed cash sum to help pay the rest of your repayment loan if you die during the plan term or are diagnosed as suffering from a terminal illness. The plan only pays out once. If we do pay out after you make a claim for terminal illness, your plan will end and we will not pay anything on death. Your commitment To make sure you answer all the questions on your application correctly to the best of your knowledge. Failure to do so may result in the non-payment of a claim. To pay regular monthly payments over the plan term. 4

5 Risks If you don t make your payments, your plan and your cover will end 30 days after the payment was due. You ll get nothing back. This plan has no cash-in value at any time. If you don t provide any information we ask for, we may not pay out under the plan. This plan is not guaranteed to pay off your loan (if this is the purpose of the plan). The repayment guarantee does not apply in all circumstances. The next section called Questions and answers explains more on this. Questions and answers What is Life Insurance? Your life insurance product is provided and administered by Aviva. The level cover option is an insurance plan that pays out a guaranteed cash sum if you: die during the term of the plan, or are diagnosed as suffering from a terminal illness. The decreasing cover option is an insurance plan to cover your whole repayment loan, or just part of it. It pays out a guaranteed cash sum, which will reduce each month, if you: die during the term of the plan, or are diagnosed as suffering from a terminal illness. For decreasing cover, the cash sum is guaranteed to pay off the outstanding loan amount covered by the plan when you die, or are diagnosed as suffering from a terminal illness if all of the following apply: the yearly loan interest rate at the time the plan is taken out is under 10% the difference between the life insurance amount and the outstanding loan is due solely to a higher rate of interest being charged on the loan rather than the interest rate used in the calculation of the table of benefits in the plan schedule, and the amount of cover at the start of the plan is at least the size of the loan (or the part of the loan the plan covers) this plan does not end before your loan the loan payments are up to date the amount and the term of the loan stay the same as they were when you took out the plan. This is called the repayment guarantee. You can take out the plan on your own or with someone else. The cash sum is payable on the first claim only. You can take this plan out from age 18 but it must end before your 70th birthday. The minimum term is three years. How flexible is it? This plan is not designed to be flexible. You can t alter the plan once it s started. When does the plan pay out? For the level cover option we ll pay out what the plan is worth if you die during the plan term. For the decreasing cover option, the cash sum reduces broadly in line with your loan. We ll pay out what the plan is worth if you die during the plan term. For both options we ll pay out a guaranteed cash sum if you: die during the plan term, or are diagnosed as suffering from a terminal illness and you aren t likely to live more than 12 months. This only applies before the last 18 months of the plan term. What other benefits can I choose? You can t choose any other benefit with this plan. When will the plan NOT pay out? We won t pay out the life insurance amount if a claim for terminal illness benefit has been accepted and paid. We won t pay out terminal illness benefit within the eighteen months prior to the end of the plan or if you are expected to live longer than 12 months. Full details of the exclusions can be found in the Plan Conditions. What will my payments be? Your monthly payment will be confirmed to you. Your premiums are based on the amount of life insurance you choose and your personal circumstances. Your payments must be paid monthly by direct debit. The minimum payment is 5 a month. What are the charges? All charges are included in your monthly payment. This includes providing and administering your plan. What if I stop paying? Your plan and cover will end after 30 days from the date the last premium was due. You won t get back any payments you ve made. The plan has no cash-in value at any time. What about tax? The cash sum paid on death and terminal illness is currently free from income tax and capital gains tax. It may be subject to inheritance tax unless you put your plan in trust. Please ask us for details on our trusts and for an explanatory booklet. Tax rules may change. 5

6 Can I change my mind? You can change your mind within 30 days from the later of: the day you are advised that the contract is concluded the day you receive your plan documents. If you change your mind and don t want the plan, you need to fill in and return your cancellation notice. If we receive the completed cancellation notice within the 30 days, we ll give you your money back. Your plan will continue if we don t receive your cancellation notice within the 30 days. The cancellation notice will include the address you must send it to if you change your mind about your plan. Alternatively, you can contact us at the address given overleaf. How to contact Aviva If you have any questions at any time, you can phone or write to Aviva. Call Aviva on Monday to Friday 8am - 8pm, Saturday 9am - 6pm. Outside of these hours, you can use the same number and leave a message on our answerphone. We may monitor calls to improve our service. Write to Aviva at: Post Office Life Insurance PO Box 520 Surrey Street Norwich NR1 3WG How to make a claim A claim can be made by contacting Aviva s Life Claims Department on Other information How to complain If you ever need to complain, you can contact Aviva first at: Aviva Post Office Life Insurance Customer Relations PO Box 3182 Norwich NR1 3XE Tel: If you re not satisfied with Aviva s response, you can write to: Financial Ombudsman Service South Quay Plaza 183 Marsh Wall London E14 9SR Tel: This won t affect your legal rights. Plan Conditions This key features document only gives a summary of Post Office Life Insurance provided by Aviva. You should also see the Plan Conditions. You may already have a copy or you can get one by contacting Aviva directly. Alternatively, if you are buying online, you can download a copy from the website. We won t be liable to pay any benefit until: you ve completed the application process, and we ve received valid bank account details to collect payments. Laws The law of England will apply in legal disputes and your contract will be written in English. We ll always write and speak to you in English. Client Classification The Financial Conduct Authority has defined three categories of customer. You ve been classed as a retail client which means you ll be provided with the highest level of protection provided by the Financial Conduct Authority rules and guidance. Compensation The Financial Services Compensation Scheme covers your plan. It ll cover you if Aviva becomes insolvent and is unable to meet its obligations under this plan. You ll normally be covered for 90% of the total claim with no maximum value. Further information is available on the Financial Services Compensation Scheme website or you can telephone or Potential Conflicts of Interest Occasions can arise where Aviva PLC Group Companies, or their appointed officers, will have some form of interest in business which is being transacted. If this happens, or the Aviva Group becomes aware that its interest, or those of its officers, conflict with your interest, we will take all reasonable steps to manage that conflict of interest, in whatever manner is considered appropriate in the circumstances. This will be done in a way which ensures all customers are treated fairly and in accordance with proper standards of business. 6

7 6. Life Insurance Plan Conditions This Plan is written confirmation of a contract between us (Aviva Life and Pensions UK Limited) and the planholder(s) named in the Plan Schedule. In return for the agreed payments from the planholder(s) we will provide the cover identified in the Plan Schedule and Plan Conditions. Payments The initial Payment from the Planholder(s) due under this Plan is shown in the Plan Schedule and is due on the Start Date. Subsequent Payments will be due on the corresponding day in each subsequent month and will cease to be due on the payment of either the Life Insurance Amount or the Terminal Illness Benefit (together the Benefits ) or on the payment of the last Payment due as specified in the Plan Schedule. Monthly Payments must be made by direct debit instruction on a current bank or building society account. Thirty days grace is allowed for each Payment after the first. Should a claim arise during this period, the unpaid Payment will be deducted from any Benefits payable. If any Payment is not paid on the due date or within the thirty days grace allowed, the Plan will be cancelled and all Benefits under it will end. Life Insurance Amount The Life Insurance Amount will be payable to the Planholder(s) on the death of a Life Insured provided this occurs on or before the End Date and provided no claim for Terminal Illness Benefit has been accepted. In the event of a valid claim the Planholder(s) will receive the Life Insurance Amount as specified in the Plan Schedule less any unpaid Payments. The Life Insurance Amount will only be payable on one occasion and upon payment the Plan will end. Terminal Illness Benefit Terminal Illness Benefit will be payable where, other than within the eighteen months prior to the End Date, the Life Insured is diagnosed as suffering from an advanced or rapidly progressing and incurable condition (the Terminal Illness ) such that the life expectancy of the Life Insured is no greater than twelve months. In determining that diagnosis, we will consider the views of the Life Insured s medical adviser; consult the views of our medical adviser; and take the typical life expectancy for someone diagnosed with the Terminal Illness into account. The amount of Terminal Illness Benefit payable is that specified in the Plan Schedule less any unpaid Payments and will in all circumstances be the same as the Life Insurance Amount. Terminal Illness Benefit will only be payable on one occasion and upon payment the Plan will end. Repayment Guarantee If a decreasing Life Insurance Amount has been chosen in connection with a repayment loan at the time of a valid claim, the Life Insurance Amount is less than the outstanding amount of the Planholder s loan, we will pay the outstanding loan provided that: the difference between the Life Insurance Amount and the outstanding loan is due solely to a higher rate of interest being charged on the loan than the interest rate used in the calculation of the Table of Benefits in the Plan Schedule the initial gross rate of interest charged on the loan at the Plan Start Date was less than 10% the loan is still due to be repaid before the End Date; and the outstanding loan in the year commencing on the Plan Start Date did not exceed the Life Insurance Amount. If we pay the outstanding loan under these terms, the Plan will end and no other Benefit will be paid. Life/Lives Insured For joint life policies, the Life Insurance Amount will be payable to the Planholder(s) on the death of a Life Insured before the End Date. For joint life policies, Terminal Illness Benefit will be payable to the Planholder(s) when a claim for Terminal Illness Benefit is accepted by us in respect of one of the Lives Insured. Payment of Benefits The payment of any Benefit will be subject to us receiving such proof as we may reasonably require of: the happening of an event on which any Benefit is payable the claimant having legal ownership of the plan the date of birth of the Life Insured our completed claim form conversations with and reports from third parties, such as coroners and the police; and such other information as we may reasonably require to enable us to assess the claim. Payment of the Terminal Illness Benefit will be subject to us receiving, in addition, such information and evidence as we may reasonably require, including: 7

8 such evidence of Terminal Illness as we may reasonably require in support of the claim for Terminal Illness Benefit (e.g. medical certificates, results of medical examinations and/or tests). When requesting such information, we will do no more than is reasonably necessary, having regard to the individual circumstances, to determine whether the Benefit is payable. All medical certificates and the results of medical examinations and/or tests must be submitted to us in writing and must be provided by medical practitioners resident and practising in countries of the European Union (as constituted at 1st January 1999), Canada, Australia, Norway, Switzerland, USA, New Zealand and Malta. We may add further countries in the future. the attendance by the Life Insured at such medical examinations and/or tests as we may reasonably require, having regard to the individual circumstances. a signature on any declaration or consent form we provide allowing us access to the Life Insured s medical records. Where there is more than one Life Insured, we will require seeing the relevant certificates and documents for each Life Insured. Surrender If the Plan is surrendered by the Planholder(s) we will make no payment and the Plan will end. Alterations We may change the terms of the Plan for any of the following reasons: To respond, in a proportionate manner, to changes in the way we administer policies of this type. To respond, in a proportionate manner, to changes in technology or general practice in the life and pensions industry. To respond, in a proportionate manner, to changes in taxation, the law or interpretation of the law, decisions or recommendations of an Ombudsman, regulator or similar person, or any code of practice with which we intend to comply. To correct errors, if it is reasonable to do so. If we consider any variation to these conditions is to the Planholder s advantage or is necessary to meet regulatory requirements, we may make the change immediately and will tell the Planholder at a later date. We will tell the Planholder in writing of any change we consider is to their disadvantage (other than any change necessary to meet regulatory requirements) at least 60 days before the change becomes effective, unless it is not possible for us to do this, in which case we will give as much notice as we can. If the date of birth of any Life Insured has been incorrectly stated, we will amend the Benefits having regard to the true date of birth. If the true date of birth is such that, had it been known to us at the time the Plan was proposed for, the Life Insured would have fallen outside of the prescribed age limits to be eligible for the Plan, then the Plan cannot continue. In such circumstances, the Plan would need to be cancelled with no Benefits payable and the Premiums would be refunded without interest. We rely on the information that the Planholder gives to us. If any of the information the Planholder gives to us is not true or not complete and this might reasonably have affected our decision to provide this Plan, then we may: change the terms of the Plan; or amend the Premiums due under the Plan; or cancel the Plan and refund the Premiums paid without interest. Acceptance of Instructions Any instruction, request or notice will not be accepted by us until both it and any related information and documentation as reasonably required to administer the Plan, that we may ask for, is received by us. General Should ownership of the Plan be transferred to someone else (an assignment) we must be in receipt of the written notice of assignment before any payment can be made. In these Plan Conditions the Planholder(s) means the person or persons specified as such in the Plan Schedule or any other person who becomes the legal owner of the Plan. In these Plan Conditions we, us or our means Aviva Life and Pensions UK Limited. The Plan Schedule records details of the Plan at the Start Date. Any alteration resulting in changes to the Payments and the Benefits may not be reflected on the Plan. In this event, such changes will be recorded by us. Where appropriate, words in the masculine include the feminine and words in the singular include the plural and vice-versa. This Plan does not give any rights to any person other than the Planholder(s) and Aviva Life & Pensions UK Limited. No other person shall have any rights to rely on any terms under this Plan. The Planholder(s) and Viva Life & Pensions UK Limited may amend or cancel this Plan without reference to, or the consent of, any other person. The Plan is issued in England under English Law. All Payments to us or by us will be in the United Kingdom in the currency of the United Kingdom. 8

9 Braille, large font, audio material You can order our literature in Braille, large font or audio. Just call or and tell us: the format you want your name and address the name or code of the document. The code is usually in the bottom left hand corner on the back of most documents. Post Office Life Insurance is provided by Aviva Life & Pensions UK Limited. Registered in England No Rougier Street, York, YO90 1UU. Authorised by the Prudential Regulation Authority and regulated by the Financial Conduct Authority and the Prudential Regulation Authority. Firm Reference Number Post Office Limited is registered in England and Wales. Registered No Registered Office: 148 Old Street, London, EC1V 9HQ. Post Office and the Post Office logo are registered trade marks of Post Office Limited. 12/13

This Plan is written confirmation of a contract between us (Aviva Life and Pensions UK Limited) and the Planholder(s) named in the Plan Schedule.

This Plan is written confirmation of a contract between us (Aviva Life and Pensions UK Limited) and the Planholder(s) named in the Plan Schedule. Life Insurance Plan Conditions This Plan is written confirmation of a contract between us (Aviva Life and Pensions UK Limited) and the Planholder(s) named in the Plan Schedule. In return for the agreed

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