Extended Warranty In this booklet you ll find three separate documents about your warranty.

Transcription

1 Extended Warranty

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3 Extended Warranty In this booklet you ll find three separate documents about your warranty. The Demands and Needs Statement and the About our insurance services documents both explain how Extended Warranty policy has been sold to you. The Policy Wording provides the full terms, conditions and exclusions of the insurance policy for your warranty. Roadside Assistance The Audi Assistance section provides full terms, conditions and exclusions of the policy wording for roadside assistance. 3

4 Contents Demands and Needs Statement 6 About our insurance service 7 1. Introduction: Policy wording Definition of words 1.2 Welcome 1.3 Important contact details Warranty Change of address 1.4 Summary of cover 2. Important information Insurer 2.2 How your policy works 2.3 Mileage limitation 2.4 Cancellation rights Your cancellation rights Our cancellation rights 2.5 Policy excess 2.6 Servicing standards Servicing requirements for your Audi Servicing requirements for your non-audi vehicle 2.7 Transfer of ownership 2.8 Renewal Renewal of your Extended Warranty annual policy Renewal of your Extended Warranty monthly policy 2.9 Data protection 2.10 FSCS 2.11 Governing law 2.12 Contracts (Rights of Third Parties) Act Making a complaint 3. Warranty policy cover Extended Comprehensive Warranty What is covered? What is not covered? Claim payments Other entitlements 3.2 Extended Named Component Warranty 4

5 3.2.1 What is covered? What is not covered? Claim payments Other entitlements 3.3 Extended Comprehensive Warranty and Extended Named Component Warranty Exclusions 3.4 How to make a warranty claim Making a warranty claim when in the UK Making a warranty claim when in Continental Europe 4. General terms and conditions Telling us relevant facts 4.2 Providing information 4.3 Claims your duties 4.4 Claims our rights 4.5 Looking after your vehicle 4.6 Fraud 5. Audi Assistance 25 Terms and conditions 25 Details of services 26 - Service in the UK - European cover Policy requirements and limitations 37 - Service in the UK and abroad - Service abroad only Policy exclusions (service in the UK and abroad) 40 General 43 Your right to cancel 45 Complaints handling Change of address and transfer of ownership form 5

6 Demands and Needs Statement Our Extended Warranty is typically suitable for those who wish to insure themselves with respect to warranty for their vehicle for 12 months. You may already possess alternative insurance(s) for some or all of the features and benefits this type of policy provides. It is your responsibility to investigate this. Mondial Assistance (UK) Limited has not provided you with any recommendation or advice about whether this product fulfils your specific insurance requirements. 6

7 About our insurance services Mondial Assistance (UK) Limited, PO Box 1051, Croydon CR9 1RE, England. 1. The Financial Services Authority (FSA) The FSA is the independent watchdog that regulates financial services. It requires us to give you this document. Use this information to decide if our services are right for you. 2. Whose products do we offer? We offer products from a range of insurers. We only offer products from a limited number of insurers for motor warranty. Ask us for a list of insurers we offer insurance from. We only offer products from a single insurer. 3. Which service will we provide you with? We will advise and make a recommendation for you after we have assessed your needs for motor warranty. You will not receive advice or a recommendation from us for motor warranty. We may ask some questions to help us to narrow down the selection of products that we will provide details on. You will then need to make your own choice about how to proceed. 4. What will you have to pay us for this service? A fee. No fee. You will receive a quotation which will tell you about any other fees relating to any particular insurance policy. 5. Who regulates us? Mondial Assistance (UK) Limited, trading as Audi Approved Warranty Administration Services, 102 George Street, Croydon, CR9 6HD is authorised and regulated by the Financial Services Authority. Our FSA Register number is Our permitted business is arranging motor warranty insurance. Mondial Assistance (UK) Limited also has permission to conduct the following business with regards to non-investment insurance contracts: Arranging Assisting in the administration and performance of a contract of insurance Dealing as agent Making arrangements with the view to transactions You can check this on the FSA s Register by visiting the FSA s website or by contacting the FSA on

8 6. What to do if you have a complaint If you wish to register a complaint, please contact us: In writing: Write to Customer Support, Audi Approved Warranty Administration Services, Mondial House, 102 George Street, Croydon CR9 1AJ. By phone: Telephone By - CustomerSupport@Mondial-Assistance.co.uk If you cannot settle your complaint with us, you may be entitled to refer it to the Financial Ombudsman Service. 7. Are we covered by the Financial Services Compensation Scheme (FSCS)? We are covered by the FSCS. 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 claim, with no upper limit. Further information about the compensation scheme arrangements is available from the FSCS (call ) or by visiting their website at 8

9 1. Introduction: Policy wording 1.1 Definition of words When the following words and phrases appear in this policy document or confirmation of cover letter, they have the specific meanings given below. Area of cover Means UK and Continental Europe. Beneficiary, beneficiary s Means you or any other driver of the Insured vehicle using the Insured vehicle with your permission and any passenger of the Insured vehicle at the moment a breakdown/immobilisation occurs. 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 (Greek Territory only), Czech Republic, Denmark, Estonia, Finland, France, Germany, Gibraltar, Greece, Hungary, Iceland, Ireland, Italy, Latvia, Liechtenstein, Lithuania, Luxembourg, Macedonia, Malta, Monaco, Netherlands, Norway, Poland, Portugal, Romania, Russia*, San Marino, Serbia, Slovakia, Slovenia, Spain (including Balearic Islands but excluding Canary Islands), Sweden, Switzerland, Turkey. *Cover in Russia is limited to a 31-mile radius from the external ring of the following cities: St Petersburg, Moscow, Rostov On Don, Togliatti and Perm. Electrical or mechanical failure Means the sudden and unexpected failure of a component which is covered by the warranty section of this insurance and which needs immediate repair or replacement. Wear and tear or normal deterioration is not covered under the definition of Electrical or mechanical failure. Insured vehicle Means the Insured vehicle shown on the confirmation of cover letter, for which the appropriate insurance premium has been paid. Insurer AGA International SA. Maximum claim limit/claim limit For Extended Comprehensive Warranty and Extended Named Component Warranty this means up to the price you paid for the Insured vehicle. Each claim includes VAT. 9

10 Audi Approved Warranty Administration Services, we, our, us, Means Mondial Assistance (UK) Limited which administers the insurance on behalf of the Insurer. Period of insurance Means the period shown on your confirmation of cover letter. Private individual Means a person who is using the Insured vehicle for their own personal use and who is not a motor trader, garage, business or individual dealing in the buying and selling or repair of motor vehicles. UK Means England, Scotland, Wales, Northern Ireland, the Channel Islands and the Isle of Man. You, your, yours Means the private individual named on the confirmation of cover letter, or as replaced by any new owner correctly declared to us using the Transfer of Ownership Form in this document and accepted by us. 1.2 Welcome Thank you for taking out your Extended Warranty with us. It s been designed to protect you against the costs incurred in the event of an Electrical or mechanical failure of a covered component or breakdown/immobilisation of the Insured vehicle occurring within the area of cover. Your confirmation of cover letter shows the sections of the policy that are applicable, the Insured vehicle covered and any special terms or conditions that may apply. It is very important that you read the whole of the applicable sections of this policy together with the confirmation of cover letter. All the details of how to make a claim, together with conditions of the policy, are set out in the following pages. Please keep this policy book and your confirmation of cover letter in a safe place. 10

11 1.3 Important contact details Warranty If there s any problem, simply contact your nearest Audi Approved Centre or Audi Approved Authorised Repairer and let them know that your Insured vehicle is protected by Extended Warranty. The Audi Centre will handle any necessary claim on your behalf. Alternatively, please call Audi Approved Warranty Administration Services Claims on Change of address If you need to update your contact details please call Audi Approved Warranty Administration Services on Alternatively, please complete the form attached to the cover of this booklet or us at Audi_Warranty_Administration_Services@Mondial-Assistance.co.uk 1.4 Summary of cover Extended Warranty (your confirmation of cover letter sets out the policy sections that are applicable). Section of cover Claim limit Excess Extended Comprehensive Warranty Extended Named Component Warranty Purchase price of the Insured vehicle inclusive of VAT. Purchase price of the Insured vehicle inclusive of VAT. Either 0, 100 or 250 as specified on the confirmation of cover letter Either 0, 100 or 250 as specified on the confirmation of cover letter You should read the rest of this policy for the full terms and conditions. 11

12 2. Important Information 2.1 Insurer Your Extended Warranty insurance is underwritten by AGA International SA and is administered in the United Kingdom by Mondial Assistance (UK) Limited. 2.2 How your policy works Your policy and confirmation of cover letter is a contract between you and us. We will pay for any claim you make which is covered by the policy and level of cover chosen that occurs during the Period of insurance. Unless specifically mentioned, the benefits and exclusions within each section apply to the Insured vehicle. Your policy does not cover all possible events and expenses. Certain words have a special meaning, as shown under the section definition of words. 2.3 Mileage limitation The Extended Warranty has a mileage limitation of 100,000 miles at the start date for Extended Comprehensive Warranty and Extended Named Component Warranty cover. The policy on your confirmation of cover letter remains in force for unlimited mileage whilst on cover. 2.4 Cancellation rights Your cancellation rights If this cover does not meet your requirements or should you for any reason decide to cancel your Extended Warranty you can do so within 14 days of the receipt of original documents. Please note that the refund will be provided by the selling agent. You can write to Audi Approved Warranty Administration Services, PO Box 1051, Croydon, CR9 1RE or telephone or contact the selling agent. If you decide to cancel within this 14-day period, and you have asked us to perform or provide the services given under this policy then Audi Approved Warranty Administration Services is entitled to recover all costs that you have used for the service provided. Please note that your cancellation rights are no longer valid after this initial 14-day period Our cancellation rights If you have a monthly policy, we reserve the right to cancel your cover at any time by providing you with 30 days notice in writing to the last address you provided us with. 12

13 2.5 Policy excess Under the Extended Warranty section of your policy, you may have to pay an excess in relation to repair costs. This means that you may be responsible for paying the first part of any claim on the Insured vehicle, for each claim incident. The amount you have to pay is the excess and this is shown on the confirmation of cover letter. 2.6 Servicing standards Servicing requirements for your Audi The continued validity of your insurance is dependent upon you having the Insured vehicle serviced by any Audi Approved Centre or Audi Approved Authorised Repairer in accordance with the manufacturer s specifications. We will allow a maximum of 1,000 miles or one calendar month (whichever occurs first) in excess of the recommended service intervals. Please ensure that the servicing Centre completes the service record for the Insured vehicle and that you keep all service receipts as proof of servicing. IMPORTANT: If you fail to have the Insured vehicle serviced correctly in accordance with the manufacturer s specifications during the Period of insurance, or you are unable to produce proof of such servicing if we request it, then this will invalidate your insurance or we will not pay all or any part of a claim you make under the warranty section of this insurance Servicing requirements for your non-audi vehicle The continued validity of this insurance is dependent upon you having the Insured vehicle serviced by an authorised dealer in accordance with the manufacturer s specifications. We will allow a maximum of 1,000 miles or one calendar month (whichever occurs first) in excess of the recommended service intervals. Please ensure that the servicing dealer completes the service record for the Insured vehicle and that you keep all service receipts as proof of servicing. IMPORTANT: If you fail to have the Insured vehicle serviced correctly in accordance with the manufacturer s specifications during the Period of insurance, or you are unable to produce proof of such servicing if we request it, then this will invalidate this insurance or we will not pay all or any part of a claim you make. 13

14 2.7 Transfer of ownership If your Insured vehicle is sold direct to a private individual, the remaining cover may be transferred to the new owner providing that the registration fee of is paid. Cover will not be transferred until payment has been made. Please note that the form attached to the cover of this booklet must be signed by the existing policyholder named on the confirmation of cover letter. As soon as possible after the date of sale, please complete the form at the back of this document, attach a cheque for the transfer fee of and send it to: Audi Approved Warranty Administration Services, PO Box 1051, Croydon CR9 1RE. Please make cheques payable to Audi Approved Warranty Administration Services. N.B. The Extended Warranty is not transferable to any vehicle other than that shown on the confirmation of cover letter. 2.8 Renewal Renewal of your Extended Warranty annual policy If you have an annual policy we will send you a renewal notice before the expiry of the Period of insurance as shown on your confirmation of cover letter. We may vary the terms of your cover and the premium rates at the renewal date. We will give you at least 21 days written notice before the renewal date should this happen. At renewal you must tell us about any relevant facts relating to your Insured vehicle. These relevant facts will include but are not limited to, vehicle mileage and vehicle service history. Failure to do so will invalidate your Extended Warranty Renewal of your Extended Warranty monthly policy Unless your policy has been cancelled by us or you or has lapsed for any reason, each time you make a monthly payment when due your monthly policy will renew for a Period of one month from when the payment is received by us. 2.9 Data protection Information about this insurance will be shared between us, Volkswagen Group United Kingdom Limited and the Insurer for underwriting and administration purposes. You should understand that 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. This may involve transferring information to other countries (some of which may have limited or no data protection laws). We have taken steps to ensure your information is held securely. Your information may be used by members of Allianz Global Assistance and shared with Volkswagen Group companies for marketing, research and to inform you from time to time about special promotions, new products or services. If you do not want to receive marketing information please write to Audi Approved Warranty Administration Services, PO Box 1051, Croydon CR9 1RE. You have the right to access your personal records should you wish to do so. 14

15 2.10 Financial Services Compensation Scheme (FSCS) 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 by visiting their website at Governing law Unless you and we agree otherwise, English law will apply and all communications and documentation in relation to this insurance will be in English. In the event of a dispute hereunder, the English courts shall have exclusive jurisdiction 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 Making a complaint We aim to provide you with 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 - CustomerSupport@Mondial-Assistance.co.uk 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. 15

16 3. Warranty Policy Cover 3.1 Extended Comprehensive Warranty For vehicles under 100,000 miles at the date of purchase What is covered? You are covered for the costs (limited to parts and labour inclusive of VAT up to the maximum claim limit) of repairing or replacing factory-fitted components that have suffered a sudden Electrical or mechanical failure occurring within the area of cover and during the Period of insurance What is not covered? Any failure attributable to the effects of overheating is not regarded as a mechanical failure under the terms of this insurance General oil leaks (except where the removal of the engine or gearbox is necessary in order to rectify the oil leak) Bodywork of any kind, sheet metal, body panels, bodywork or glass sealants or bondings, paintwork, glass and mirrors (except in the case where they suffer an Electrical or mechanical failure), upholstery, carpets, trim, all weather strips and seals, channels and guides, locks, hinges, handles, check straps and cosmetic items Parts not approved by or equivalent in quality or design to parts supplied by the Audi manufacturer Parts replaced under normal maintenance procedures or replaced as a result of normal wear and tear or adjustments Normal service replacement items subject to routine maintenance or periodic repair / replacement and other components which are excluded are as follows: Aerial and co-axial leads Air cleaners Auxiliary belts Batteries Bonnet, boot and fuel flap release cables Worn brake friction material and discs/drums Worn clutch pressure plates, bearings and frictional material Coolant pipes, hoses, hose clips and connectors Core plugs Distributor caps DPF filter 16

17 Drive shaft and steering rack gaiters Electrical wiring, connection blocks, terminals and fuses Exhaust systems (although catalytic converters are covered for internal failure only) Fuel filters HT leads Light bulbs Non-Audi original parts (or equivalent in respect of other makes) that are not of a matching quality to Audi original parts (or equivalent) Oil filters and gaskets Parts requiring decarbonisation, burnt or pitted valves and valve seats Pollen filters Rotor arms Spark plugs Sunroof cables, convertible roof material and straps Tyres Wheels Wiper blades, arms, washer jets and hoses Claim payments We will pay any number of claims inclusive of VAT up to the maximum claim limit. We will not pay more than the manufacturer s list price for parts and official labour times/costs which are necessary to repair or replace covered components Other entitlements Driving abroad The warranty is valid for up to 60 days per annum (pro rata) for trips to Continental Europe. Audi Approved Warranty Administration Services will not pay more than the equivalent UK cost for parts and labour. NB These benefits will not be provided if the failure is not covered by this warranty. Payments will be limited to those levels outlined. 17

18 3.2 Extended Named Component Warranty For vehicles under 100,000 miles at date of purchase What is covered? You are covered for the costs (limited to parts and labour inclusive of VAT up to the maximum claim limit) of repairing or replacing factory-fitted components that have suffered Electrical or mechanical failure occurring within the area of cover and during the Period of insurance. Engine All internal parts; all solid-state sensors and control units (including immobiliser ECU) of the engine management system including supply relays; valves (excluding decarbonisation, burnt or pitted valves and valve seats); ignition switch; petrol or diesel injection and lift pumps; fuel injectors and pipes; starter motor; starter motor relay; alternator; water pump; thermostat; engine mountings; excluding worn parts. Turbo-charger/Supercharger Factory-fitted turbocharger or supercharger, intercooler and wastegate (excluding worn parts). Timing belts Timing belts and tensioners are covered providing that the last due change has taken place as specified by the manufacturer s schedule (proof required). Damage subsequently caused if timing belt has not been changed as specified by the manufacturer is specifically excluded. Gearbox (automatic or manual) All internal parts, gear selection linkages and ECUs; automatic selection switchgear; reverse light switch (excluding worn parts). Clutch Clutch cover; centre plate; release bearing; cable and adjuster; pedal; solenoid; switch; excluding worn parts. Suspension Parts including self-levelling system; wheel bearings; switch gear; ECU and relay; hydraulic pumps and valves (excluding worn parts). Steering system Parts including from the steering wheel to the track rod ends, rear wheel steering (if fitted), PAS system (excludes drive belt); solid-state sensors and relays (excluding worn parts and gaiters). Braking system Parts including ABS system components; stop light switch; relays, discs; drums; cylinders; pipes and hoses (excluding worn parts). 18

19 Drive-line components Parts including four-wheel-drive system; propeller or drive shafts excluding gaiters and centre bearing; differential and transfer box internal components; switchgear; ECU and relay (excluding worn parts and gaiters) What is not covered? Any item not listed is not covered. Claims for mechanical or electrical failure of covered parts due to wear and tear will be declined. All electrical wiring, connections blocks, terminals and fuses are excluded Claim payments We will pay any number of claims inclusive of VAT up to the maximum claim limit. We will not pay more than the manufacturer s list price for parts and official labour times/costs which are necessary to repair or replace covered components Other entitlements Driving Abroad The warranty is valid for up to 60 days per annum (pro rata) for trips Continental Europe. Audi Approved Warranty Administration Services will not pay more than the equivalent UK cost for parts and labour. NB These benefits will not be provided if the failure is not covered by this warranty. Payments will be limited to those levels outlined. 19

20 3.3 Extended Comprehensive Warranty and Extended Named Component Warranty Exclusions This insurance does not cover any injury, failure, loss or damage caused by, arising from or in connection with the following: 1. Corrosion, frost, salt, hail, windstorms, lightning, airborne fallout, (e.g. chemicals, tree sap, bird droppings, etc), water ingress or flooding. 2. Any defect which is likely to have existed before the Period of insurance. 3. Wear and tear, normal deterioration, routine servicing, maintenance. 4. Faulty repairs, incorrect servicing or failure to have the Insured vehicle serviced in accordance with the manufacturer s specification. 5. Lack of oil, fuel, lubricants, hydraulic fluids or additives; or foreign matter entering the fuel, cooling, air conditioning or lubrication systems; or use of oil, fuel, lubricants, hydraulic fluids or additives which the manufacturer of the Insured vehicle does not recommend. 6. Vehicles modified in any way from the original manufacturer s specification. 7. Any loss where the speedometer has been tampered with, altered, disconnected or where the mileage of the Insured vehicle cannot be verified; or where you or anyone else acting on your behalf acts in a way that prevents us from exercising our right to inspect the Insured vehicle under this insurance. 8. Damage or failure caused by an excluded component. 9. If the vehicle has been used for competitions of any kind, racing, pacemaking, rallies, off-road use including track days, for any form of hire or reward and usage for or by driving schools. 10. Losses or damage due in any way to any type of accident, misuse or any act or omission which is wilful, unlawful or negligent. 11. Any component which is either subject to recall by the Insured vehicle s manufacturer, manufacturing defect or inherent design faults. 12. Electrical or mechanical failure which happens outside the area of cover. 13. Cleaning, polishing, operations performed under normal maintenance, adjustments, modifications, alteration, tampering, disconnection, improper adjustments or repairs. 14. We will pay for damage caused to a covered part if caused by another covered part. 15. We will not pay for any damage to parts not covered by this warranty even if the damage is caused by a covered part. 16. We will not pay for any depreciation to your Insured vehicle, loss of earnings, death or bodily injury, damage to property or any other loss or damage which is a direct or indirect result of the failure of a covered item. 20

21 17. As your policy is intended to cover the repair and/or replacement of defective or damaged parts, it does not additionally cover losses that may be caused by that defective or damaged part, unless otherwise stated in the policy terms and conditions. For example, your policy may cover repairs to or replacement of a wheel bearing but would not cover any loss of earnings that you may suffer while your Insured vehicle is being repaired. 18. You should check whether you have any other insurance policies that may cover additional damage or related costs or losses not covered by this policy. 19. Ionising radiation or radioactive contamination from any nuclear fuel or the nuclear waste arising from burning nuclear fuel. 20. Radioactive, toxic, explosive or other dangerous properties of any explosive nuclear equipment or nuclear part of that equipment. 21. 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. 22. Pressure waves caused by aircraft and other aerial devices travelling at sonic or supersonic speeds. 23. Any costs covered under any other warranty, warranty insurance or cover. 24. Any damage which has occurred as a result of accidental damage or impact of whatever nature to either the covered vehicle or the persons. 25. This insurance will not cover any loss, damage or failure caused wholly or partially from lack of maintenance, abuse or neglect or as a result of accident. It will not cover pre-existing faults or a gradual reduction in operating performance that is commensurate with the age and mileage of the vehicle. 26. Any vehicle which is owned by a business formed for the purposes of selling or servicing motor vehicles. 21

22 3.4 How to make a warranty claim Making a warranty claim when in the UK Contact your nearest authorised Audi Approved Centre or Audi Approved Authorised Repairer and let them know that your Insured vehicle is protected by the Extended Warranty. The Audi Approved Centre or Audi Approved Authorised Repairer will contact us regarding claims on your behalf. 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, other than the reasonable costs of diagnosis should a claim for a defective component be valid under this insurance. 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 warranty claim when in Continental Europe All repairs and costs are the responsibility of the policyholder while in countries outside the UK. 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. 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. 22

23 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 and copies of the Insured vehicle s service records 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 and the original service records for your own safekeeping as we will be unable to return these 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 parts and official labour times/costs which are necessary to repair or replace covered components. If you are VAT registered you remain responsible for settling the VAT content of any claim separately. 23

24 4. General terms and conditions These conditions apply to all sections of your warranty insurance and you must meet them before we make a payment. 4.1 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 cover may be invalidated and we may not cover any related claims. 4.2 Providing information We will only provide the cover described in this insurance if, as far as you know, the information you gave at the time of taking out this cover is true and complete. 4.3 Claims your duties If a claim occurs you must comply with the relevant claims procedures described in this document as soon as you can. 4.4 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 warranty insurance. If we want to, we will examine the Insured vehicle and will test damaged components. 4.5 Looking after your vehicle You must take all reasonable steps to safeguard the Insured vehicle against breakdown/ immobilisation and/or Electrical or mechanical failure. 4.6 Fraud If you or any beneficiary claiming under this insurance makes a claim that is false or dishonest in any way, this insurance will not be valid and you will lose all benefits under it. 24

25 5. Audi Assistance Terms and conditions Below are certain words that have a specific meaning in this Policy and wherever these words appear they have the following meaning: Breakdown means unforeseen mechanical or electrical failure during the Period of Cover in the UK Territory or Europe which has either immobilised Your Vehicle or made it unsafe to drive. Claim means a call for assistance under this Policy. Conditions of Claim means those conditions set out in this Policy. Europe means Albania, Andorra, Armenia, Austria, Azerbaijan, Belarus, Belgium, Bosnia Herzegovina, Bulgaria, Croatia, Cyprus (South), Czech Republic, Denmark, Estonia, Finland, France, Georgia, Germany, Gibraltar, Greece, Hungary, Republic of Ireland, Italy, Latvia, Liechtenstein, Lithuania, Luxembourg, Macedonia, Malta, Moldova, Monaco, Netherlands, Norway, Poland, Portugal, Romania, Russia (West of the Urals), San Marino, Serbia & Montenegro, Slovakian Republic, Slovenia, Spain, Sweden, Switzerland, Turkey (West of Bosporus) and Ukraine. Fulfilment Material means the confirmation of Policy coverage provided to You by Us or on Our behalf. Home means your permanent residence where You live in the United Kingdom. Period of Cover means the period covered by this Policy being 12 or 24 months (depending on the length of Policy You have chosen) from the date of payment for this Policy. Policy means Your Audi Assistance Policy as set out in this document. Resident of the United Kingdom means a person living permanently in the United Kingdom or a person employed by a company having its registered office in the United Kingdom. Specialist Equipment is equipment not carried by dedicated technicians, RAC patrols or RAC contractors. Territory means the United Kingdom, Jersey and Guernsey. The Party/Your Party means the persons including You, travelling with You in the Vehicle. United Kingdom/UK means England, Scotland, Wales, Northern Ireland, the Channel Islands and the Isle of Man. Vehicle means the vehicle specified in the Fulfilment Material as being eligible to receive services under this Policy. We/Our/Us/RAC means RAC Motoring Services and/or RAC Insurance Limited. You/Your means the person named in the Fulfilment Material when driving the vehicle or any other person driving the Vehicle with the owners consent. 25

26 Details of services Service in the UK Cover applies to Vehicles registered with the DVLA in Swansea or Northern Ireland only. UK Claims Procedure and Conditions If You are unfortunate enough to break down, please follow these simple steps: 1. Telephone RAC using the appropriate Audi Assistance helpline number - these are detailed on page Advise the operator that you are an Audi policyholder. 3. Quote your Vehicle registration number. 4. Advise the operator of the location of Your Vehicle and the nature of the fault. The operator will then advise how to proceed and what form of assistance would be the most appropriate. Remember to always call the Audi Assistance helpline first. Please do not go ahead and make Your own arrangements as RAC cannot reimburse costs incurred without prior authorisation. 26

27 Roadside If You are stranded on a public highway (or other road or area to which the public has the right of access) as a result of a Breakdown to Your Vehicle, We will send a dedicated technician, an RAC patrol, or contractor to help You. We will try to repair Your Vehicle at the roadside. Roadside includes labour at the scene of the Breakdown (but not labour at any garage to which the Vehicle is taken). If We cannot repair the Vehicle at the roadside, and We believe repairs are unwise or cannot be completed within a reasonable time, We will take the Vehicle and up to 8 people to a single destination of Your choice within the UK. If You have no preferred destination, We will take the Vehicle to a Audi Centre. Roadside does not cover: Assistance following an accident, fire, theft or vandalism or other incident normally covered by a motor insurance policy. We can arrange assistance if You pay for the cost of assistance. (You may be able to recover these costs under the terms of Your motor insurance policy). Breakdowns which would be prevented by routine servicing of Your Vehicle. Replacing tyres or windows. We will try to arrange for replacements or repair but you will have to pay for them. Missing or broken keys. We will try to arrange the services of a locksmith but You will have to pay for them. The cost of ferry crossings, road toll and congestion charges. Vehicles being demonstrated or delivered by motor traders, or used under trade plates. Vehicles, which, according to our patrol or contractor, had broken down or were unroadworthy before You took out Your Policy. Contaminated fuel problems. We will arrange for Your Vehicle to be taken to a local garage for assistance, but You will have to pay for the work carried out. The cost of parts, fuel or other supplies. Any vehicle storage charges incurred when You are using Our services other than those necessary as a result of premises being closed out of normal business hours. Labour at any garage to which the Vehicle is taken. The tow or transport of any Vehicle, which, in Our reasonable opinion, is loaded beyond its legal limit. Any Vehicle in a position where We cannot work on it or tow it, or wheels have been removed, We can arrange to rectify this but You will have to pay the costs involved. 27

28 Any animals in Your Vehicle, please note that their onward transportation is at Our discretion and solely at Your risk. We will not insure any animal, including livestock in transit, during any onward transportation We undertake. Recovery Recovery has the same terms and conditions as Roadside but with the following variations: If We cannot get Your Vehicle repaired locally within what We deem to be a reasonable time, We will take the Vehicle and up to 8 people Home or to a single address anywhere else. If there are more than 5 people this may require two separate Vehicles. An adult must accompany any persons under the age of 16. You can use Recovery if You are ill, and there are no passengers who can drive the Vehicle, so that You cannot continue Your trip. You must show Us a doctor s medical certificate confirming Your inability to drive (in these cases, We will provide this service as We see fit). Recovery does not cover: Any Vehicle which in Our reasonable opinion was broken down or unroadworthy at the time You took out Your Policy. The use of Recovery as a way to avoid paying repair costs. A second Recovery if We consider that the original fault of a first Recovery has not been properly repaired. At Home At Home cover entitles You to the service described under Roadside within a quarter of a mile of Your Home address or where You normally keep the Vehicle. Onward Travel Onward Travel benefits must be arranged at the time of Breakdown and cannot be requested later. You are entitled to one of the following extra benefits once We have decided that We cannot get the Vehicle repaired locally: Replacement car hire. Alternative transport costs. Hotel accommodation. You can use the Onward Travel benefits from Your Home address or within a quarter of a mile of Your home address. This excludes incidents where We have been called to rectify failed repairs. Replacement car hire We will pay for: Up to 48 hours hire cost of a manual car of similar cubic capacity to Your Vehicle up to1600cc for the duration of the repairs to the Vehicle in accordance with Your Onward Travel entitlement, for one incident. 28

29 Insurance (including collision damage waiver). Replacement car hire is subject to availability and Our supplier s terms and conditions, which will usually include: 1. Age limits. 2. The need to have a current driving licence, and, if held, a driving licence photo card, with You. 3. Limits on acceptable endorsements. 4. The need to provide a valid credit card number (Alternatively, the car rental provider will require a deposit of no less than 50 and may also undertake a simple credit check, before releasing the vehicle to You). Hire cars are not usually available with a tow bar, and therefore Your caravan or trailer will be recovered under Recovery with Your broken down Vehicle. If We decide that a hire car is not a practicable solution for any reason, hotel accommodation or alternative transport will be provided instead. Alternative transport We will reimburse You for standard class rail or other transport of our choice for up to 8 people to reach the end of their journey within the UK. We will pay up to 150 a person or 500 for a group whichever is less. Hotel accommodation We will arrange and reimburse You for one night s bed and breakfast for up to 8 people in a hotel of our choice. We will pay up to 150 a person or 500 for each Party whichever is less. You will have to pay for any extra hotel or transport costs. What is not covered: A second use of the Onward Travel benefits if the original fault has not been properly repaired. Other charges arising from Your use of the hire car, such as fuel costs, deposit, any insurance excess charges, collecting and returning the vehicle and any costs due to You keeping the car after the agreed period of hire (You must settle these charges directly with the supplier). If You are unfortunate enough to have an incident with the hire vehicle and You make an insurance claim, You will be responsible for paying any excess. 29

30 European Cover European Cover applies to Vehicles registered with the DVLA in Swansea or Northern Ireland only and is available throughout Europe. Service while abroad 1. How To Obtain Assistance In Europe To obtain help in the event of a Breakdown, accident*, fire or theft, or if the only qualified driver is medically unfit to drive, please call the RAC control centre listed under 2 below and state that You have European Cover and give the following information: Your name. Your Policy number. Your location and telephone number if You are on a MOTORWAY see also note 3 below. The make, model and registration number of Your Vehicle. * subject to terms and conditions. Please refer to page 32, item Please call: UK (freephone) France and Monaco (freephone within France and Monaco only) (pay call) Republic of Ireland (freephone) Rest of Europe (pay call) Serbia and Montenegro (pay call) Azerbaijan, Belarus, Georgia, (pay call) Russia, Ukraine The telephone numbers are correct at the time of printing (September 2010). 3. Breakdowns on Motorways On continental motorways (including service areas) You MUST use the roadside emergency telephones. You cannot call RAC control centres from these. You will be connected to the police or authorised motorway service, who will send a breakdown recovery vehicle. However, this will only be to the recovery company s own depot if they cannot fix Your Vehicle - contact RAC using the numbers at 2 above as soon as You can, if possible from the recovery company s depot. You may have to pay labour and towing charges on the spot - an authorised tariff is normally applicable. These items are covered and You should obtain a receipt to claim a refund on Your return home. 30

31 Mobile and car phones RAC will not reimburse the cost of any telephone calls you make in connection with any Breakdown under this Policy (including mobile phone calls). It may not be possible for an RAC control centre to call a mobile or car phone but when it is, You may still have to pay the cost of any international call. Some service providers charge for calls to freephone numbers. The regulations on the use of mobile and car phones vary from country to country. Please check with Your service provider that Your phone meets the requirements and standards for the countries in which You are travelling. Policy description Service in the UK en route to a destination abroad. Product Limitation Roadside assistance Repair at the roadside or recovery to the nearest garage capable of performing repairs or home Journey continuation Replacement vehicle to a maximum of 750 Service while abroad Product Limitation Roadside assistance Repair at the roadside or recovery to the nearest garage capable of performing repairs Spare parts dispatch Additional accommodation expenses 30 per person per day Journey continuation or return home Maximum of 14 days car hire or second class rail fare Replacement driver Vehicle break-in, emergency repair 175 Accidental damage to or loss of tent 30 per person per day Urgent message relay service Vehicle repatriation to United Kingdom Limited to the value of the vehicle being UK Glass s guide Customs claims indemnity Service after return home Product Limitation Collection of Vehicle left abroad for repair 600 There is an overall limit of 2500 per Claim applied to this Policy. You are covered for any number of trips, each up to 90 days in duration but not for longer stays and provided the outward and return journeys are completed in the Period of Cover. 31

32 In the event of a Breakdown We will pay for the following subject to the limitations for each section as described in the policy description: European Roadside assistance Service in the UK If You are stranded on a public highway through Breakdown of Your Vehicle on the outward journey from Home to Your point of departure from the UK or on the inward journey from Your point of entry to the UK, to Home, We will provide services as if you were abroad. In addition We will pay a contribution of up to 750, towards the cost of self-drive hire car including collision damage waiver and replacement Green Card as necessary, to complete the planned journey if RAC confirms Your Vehicle cannot be repaired within 24 hours. Service whilst abroad We will pay for: 1. Attendance of local breakdown or garage services to repair the Vehicle at the roadside if possible; or 2. Tow of the Vehicle from the place of Breakdown or accident to the nearest local repairer where You may arrange repairs; and 3. Either: a. a contribution towards labour charges at a garage if it is possible to effect the repairs necessary to enable the Vehicle to continue the journey on the date of Breakdown; or b. Inspection fees, in the event of a Breakdown, to confirm that the Vehicle cannot be repaired by Your return travel date and Your request for assistance will include authorisation for Us to arrange this; and 4. Storage charges for the Vehicle while awaiting repair or repatriation; and 5. The cost of wheel changes but not for replacement tyres. We will not pay for: 1. Any labour costs other than those incurred at the roadside. We will not pay labour costs at any garage to which the Vehicle is taken other than under paragraph 3 above; or 2. Repair costs, including labour, if the Vehicle was in a road traffic accident, damaged by fire or stolen or is uneconomical; or 3. The cost of parts used for roadside or garage repairs; or 4. The cost of any repairs not directly necessary to enable the Vehicle to continue the journey on the date of the Breakdown; or 5. The cost of any other supplies, including but not limited to Specialist Equipment. 32

33 If We cannot repair the Vehicle within 12 hours of being notified of a Breakdown, then We will pay for either: (a) Additional accommodation expenses We will pay a contribution of up to the amount stated in the part entitled Policy Description towards necessary additional (not alternative) accommodation expenses (room only) while You wait for Your Vehicle to be repaired, providing the appropriate RAC control centre can confirm repairs will take more than 12 hours, or if it is to be repatriated to the United Kingdom. or (b) Journey continuation or return home If the appropriate RAC control centre can confirm repairs to Your Vehicle will take more than 12 hours, or if Your Vehicle is to be repatriated to the United Kingdom, a contribution to travel expenses to allow You to either: (i) continue the planned journey during the period Your Vehicle is not roadworthy; or (ii) return Home by direct route. Expenses can comprise self-drive car hire up to the limit in the Policy Description including collision damage waiver (see Important self-drive hire car information ) and replacement Green Card as necessary, or second/standard class rail, or a combination of both. RAC will in its sole discretion decide which course of action to adopt, but RAC will take into consideration Your preference. You must collect the Vehicle when repaired as once the Vehicle is repaired and You have been notified, RAC will not pay any further expenses other than the costs of collection. This benefit is also available if Your Vehicle is stolen and not recovered within 24 hours of reporting the matter to the police. A police report must be obtained. However, this benefit will cease if and when Your Vehicle is recovered in a roadworthy condition. We will not pay for: 1. Fuel, oil, personal insurance, any collection charge if a hire car is left at a different location to that arranged or any other costs in connection with self-drive hire car. 2. The cost of any car hire beyond the period agreed with the appropriate RAC control centre. 3. Any car hire expenses after Your Vehicle is repaired except for the direct Journey to return and collect it. 33