Extended Warranty and Roadside Assistance for Volkswagen customers

Transcription

1 Extended Warranty and Roadside Assistance for Volkswagen customers 4593VOL April 2013 (F) Volkswagen and the Volkswagen roundel are registered trademarks of Volkswagen Group United Kingdom Limited, Yeomans Drive, Blakelands, Milton Keynes MK14 5AN. VAT No. GB Extended Warranty is underwritten by AGA International SA and is administered in the UK by Mondial Assistance (UK) Limited (trading as Volkswagen Approved Warranty Administration Services), Registered in England No Registered Office: 102 George Street, Croydon CR9 6HD. Mondial Assistance (UK) Limited are authorised and regulated by the Financial Conduct Authority (FCA). AGA International SA is authorised by Autorité de Contrôle Prudentiel in France and authorised and subject to limited regulation by the Financial Conduct Authority. Details about the extent of our authorisation and regulation by the Financial Conduct Authority are available from us on request. Mondial Assistance (UK) Limited acts as an agent for AGA International SA with respect to the receipt of customer money, for the purpose of settling claims and handling premium refunds. Mondial Assistance (UK) Limited will act as agent for RAC Insurance Limited with respect to receipt of customer money and handling premium refunds relating to the Roadside, Recovery, At Home, Onward Travel and European Cover elements should they form part of this Policy. is provided by RAC Motoring Services, company registration number , whose registered office is at RAC House, Brockhurst Crescent, Bescot WS5 4QZ and/or RAC Insurance Limited, company registration number , of the same address. RAC Insurance Limited is regulated by the Financial Conduct Authority, under the jurisdiction of the Financial Ombudsman Service and the Financial Services Compensation Scheme. This document is available in large print, audio and Braille. Please contact us on , textphone using a compatible RNZD handset. We will be pleased to organise an alternative version for you. Extended Warranty is arranged by Mondial UK. is provided by RAC.

2 Extended Warranty This booklet contains three separate documents for warranty. The Demands and Needs statement and the About our insurance services documents both explain how the Extended Warranty policy has been sold to you. The Policy wording provides the full terms, conditions and exclusions of the insurance policy for warranty. Roadside Assistance Section 5 provides full terms, conditions and exclusions of the policy wording for roadside assistance. Contents Demands and Needs statement 4 About our insurance services 4 Policy wording 6 1. Introduction: Policy wording Definitions 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 Volkswagen Servicing requirements for your non-volkswagen 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? Claim payments Other entitlements 3.2 Extended Named Component Warranty What is covered? What is not covered? Claim payments Other entitlements 3.3 Extended Driveline Warranty What is covered? What is not covered? Claim payments Other entitlements 3.4 Extended Comprehensive Warranty, Extended Named Component Warranty and Extended Driveline Warranty exclusions 3.5 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 Information you need to tell us 4.2 Claims your duties 4.3 Claims our rights 4.4 Looking after your vehicle 4.5 Fraud Change of address and ownership form 48 2 Extended Warranty Contents 3

3 Demands and Needs statement 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. About our insurance services about our insurance services PO Box 1051 Croydon CR9 1RE England Mondial Assistance (UK) Limited 1. The Financial Conduct Authority (FCA) The FCA is the independent watchdog that regulates financial services. Use this information to decide if our services are right for you. 2. Whose products do we offer? w We offer products from a range of insurers. w We only offer products from a limited number of insurers for motor warranty. Ask us for a list of insurers we offer insurance from. w4 We only offer products from a single insurer. 3. Which service will we provide you with? w We will advise and make a recommendation for you after we have assessed your needs for motor warranty. w4 You will not receive advice or a recommendation from us for motor warranty. We may ask some questions 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? w A fee. w4 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 Volkswagen Approved Warranty Administration Services, 102 George Street, Croydon CR9 6HD is authorised and regulated by the Financial Conduct Authority. Our FCA 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 FCA s Register by visiting the FCA s website or by contacting the FCA on What to do if you have a complaint If you wish to register a complaint, please contact us: in writing Customer Support, Volkswagen Approved Warranty Administration Services, 102 George Street, Croydon CR9 6HD. by phone by customersupport@allianz-assistance.co.uk If you cannot settle your complaint with us, you may be entitled to refer it to the Financial Ombudsman Service for independent arbitration. 7. Are we covered by the 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 , or by visiting their website at 4 Demands and Needs statement About our insurance services 5

4 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. These words are highlighted by the use of bold print. Area of cover Means UK and Continental Europe. Beneficiary, beneficiary s, beneficiaries 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. 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. Extended means up to a maximum of 5,000. All levels of cover include VAT per claim. Volkswagen 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. Breakdown/immobilisation Means electrical or mechanical breakdown, road traffic accident, vehicle fire or theft, loss of keys, punctures or running out of fuel, causing the insured vehicle to be immobilised. Confirmation of cover letter Means the letter which was sent to you with this policy document. Continental Europe Austria, Belgium, Bulgaria, Cyprus (excluding North Cyprus), Czech Republic, Denmark, Estonia, Finland, France, Germany, Gibraltar, Greece, Hungary, Italy, Latvia, Liechtenstein, Lithuania, Luxembourg, Malta, Monaco, Netherlands, Norway, Poland, Portugal, Republic of Ireland, Romania, San Marino, Slovakia, Slovenia, Spain, Sweden, Switzerland and the Vatican City. 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. 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. 6 Policy wording Policy wording 7

5 1.2 Welcome Thank you for taking out Extended Warranty with us. Extended Warranty has 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 all of the relevant sections of this policy together with the confirmation of cover letter and make sure that you understand what is covered, what is not covered and what to do if you need to make a warranty claim or require assistance. 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. 1.4 Summary of cover Section of cover Claim limit Excess Extended Warranty (your confirmation of cover letter details the policy sections that are applicable) Extended Comprehensive Warranty Extended Named Component Warranty Extended Driveline Warranty Purchase price of the insured vehicle inclusive of VAT Purchase price of the insured vehicle inclusive of VAT 5,000 per claim inclusive of VAT. The total number of claims paid cannot exceed 5,000 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 Either 0, 100 or 250 as specified on the confirmation of cover letter 1.3 Important contact details Warranty Should a problem arise, simply contact your nearest Volkswagen Authorised Retailer or Repairer and advise them that your insured vehicle is protected by Extended Warranty. The Volkswagen Retailer will handle any necessary claim on your behalf. You should read the rest of this policy for the full terms and conditions. Alternatively, please call Volkswagen Approved Warranty Administration Services Claims on Change of address If you need to update your contact details please call Volkswagen Approved Warranty Administration Services on Alternatively, please complete the form on page 48 or us at Volkswagen.warranty.administration.services@allianz-assistance.co.uk 8 Policy wording Policy wording 9

6 2. Important information 2.1 Insurer Your Assured 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. It is very important that you read the whole of this policy. 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 in the section Definition of words. These words have been highlighted by the use of bold print throughout the policy document. 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. This policy remains in force for the period shown on your confirmation of cover letter irrespective of the vehicle s mileage. 2.4 Cancellation rights Your cancellation rights If this cover does not meet your requirements or should you decide to cancel this insurance policy for any reason within 14 days of receipt of the original documentation, you can obtain a full refund of the premium paid without charge. After this 14 day period you will be entitled to a pro-rata refund subject to no claims being paid under the policy, less an administration fee of 25. In either case, if you have asked us to perform or provide any of the services given under this policy we are entitled to recover all costs that you have used for the service provided. To obtain a refund please write to Volkswagen Approved Warranty Administration Services, PO Box 1051, Croydon CR9 1RE or telephone or contact the selling agent Our cancellation rights If you have a monthly policy we reserve the right to cancel your cover at any time by providing you 30 days notice in writing to the last address you provided us with. 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 will 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 Volkswagen The continued validity of your insurance is dependent upon you having the insured vehicle serviced any Volkswagen Authorised Retailer or 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 Retailer 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-volkswagen 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. 10 Important information Important information 11

7 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 may invalidate this insurance or we will not pay all or any part of a claim you make. 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 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: Volkswagen Approved Warranty Administration Services, PO Box 1051, Croydon CR9 1RE. Please make cheques payable to Volkswagen Approved Warranty Administration Services. 2.9 Data protection Information about your policy may be shared between Volkswagen Group United Kingdom Limited Insurance, us 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 us, the insurer and members of Allianz Global Assistance and shared with Volkswagen Group United Kingdom companies for marketing and research purposes or to inform you from time to time about new products or services. If you do not want to receive marketing information please write to Volkswagen Approved Warranty Administration Services, PO Box 1051, Croydon CR9 1RE. You have the right to access your personal records. N.B. The Extended Warranty is not transferable to any other vehicle other than that shown on the confirmation of cover letter. 2.8 Renewal Renewal of your Extended Warranty annual policy If you have annual cover, we will send you a renewal notice at least 21 days prior to 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 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 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 , 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 Contract (Rights of Third Parties) Act Important information Important information 13

8 2.13 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: Customer Support, Volkswagen Approved Warranty Administration Services, PO Box 1051, Croydon CR9 1RE. Telephone: customersupport@allianz-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 you can refer the matter to the Financial Ombudsman Service for independent arbitration. 3. Warranty policy cover 3.1 Extended Comprehensive Warranty 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. Replacement parts and labour will be paid for with the following exceptions: 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 (including heated), 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 Volkswagen or the vehicle manufacturer Parts replaced under normal maintenance procedures or replaced as a result of normal wear and tear, 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-axle leads Air cleaners Auxiliary belts Batteries Bonnet, boot and fuel flap release cables Coolant pipes, hoses, hose clips and connectors Core plugs Distributor caps Drive shaft and steering rack gaiters DPF filters Electrical wiring, connection blocks, terminals and fuse Exhaust systems (although catalytic converters are covered for internal failure only) Fuel filters HT leads Light bulbs 14 Important information Warranty policy cover 15

9 Non-Volkswagen original parts (or equivalent in respect of other makes) that are not of a matching quality to Volkswagen 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 Worn brake friction material and discs/drums Worn clutch pressure plates, bearings and frictional material 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 driving in Continental Europe. Volkswagen Approved Warranty Administration Services will not pay more than the equivalent UK cost for parts and labour. N.B. These benefits will not be provided if the failure is not covered by this warranty. Payments will be limited to those levels outlined. 3.2 Extended Named Component Warranty Under 100,000 miles at date of purchase Engine All internal parts; turbocharger; supercharger; 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. 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 All parts including self-levelling system; wheel bearings; switch gear; ECU and relay; hydraulic pumps and valves; excluding worn parts. Steering system All 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 All parts including ABS system components; stop light switch; relays; discs; drums; cylinders and gaiters; pipes and hoses; excluding worn parts. Drive-line components All parts including four wheel drive system; propeller or drive shafts and centre bearing; differential and transfer box internal components; switchgear; ECU and relay; excluding worn parts and gaiters 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 What is not covered? Any item not listed above is not covered. Claims for mechanical or electrical failure of covered parts due to wear and tear will be declined. All electrical wiring, connection blocks, terminals and fuses are excluded. 16 Warranty policy cover 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. Warranty policy cover 17

10 3.2.4 Other entitlements Driving abroad The warranty is valid for up to 60 days per annum (pro rata) for driving in Continental Europe. Volkswagen Approved Warranty Administration Services will not pay more than the equivalent UK cost for parts and labour. N.B. These benefits will not be provided if the failure is not covered by this warranty. Payments will be limited to those levels outlined. 3.3 Extended Driveline Warranty The maximum claims liability covered by the Extended Driveline Warranty Cover is 5,000, inclusive of VAT What is covered? Driveline covers the following factory-fitted components: Engine All internally lubricated components, including but not limited to the following: Cylinder head, cylinder head gasket, valves (excluding carbonisation, burnt or pitted valves and valve seats), valve springs, valve guides, camshaft and bearings, camshaft followers, hydraulic lifters, timing gears, timing chains, piston and piston rings, cylinder liners and liner seals, cylinder block, connecting rods and small end bearings, gudgeon pins, crankshaft and crankshaft bearings, oil pump and oil pump drive, distributor driveshaft, flywheel, starter motor ring gear, engine management sensors (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. Turbocharger/Supercharger Factory-fitted turbocharger or supercharger, intercooler and wastegate (excluding worn parts). Gearbox All internally lubricated components as listed below: Gears, shafts, synchroniser hubs and baulk rings, selector shafts and selector forks, internal bearings and bushes, oil pump, valve and valve block, clutches and brake bands, governor, torque converter, modulator valve, gearbox sensors (excluding external linkages and worn parts). Final drive All internally lubricated components as listed below: Crown wheel and pinion, differential gears and bearings, 4X4 transfer box, halfshaft, halfshaft bearings, driveshafts, bearings and constant velocity joints, propeller shaft universal joints and centre bearing, wheel bearings, final drive sensors (excluding rubber boots, gaiters and worn parts). Casings Casings are covered only when damaged by the failure of an insured component. Sundries Working materials e.g. oils, filters, antifreeze are claimable as a direct result of a valid claim providing the vehicle is not within 1,000 miles of its next scheduled service. Miscellaneous The rectification of oil leaks is not covered and the cost of seals and gaskets will only be accepted where they are required as a direct consequence of a valid claim under the insurance What is not covered? Any components specifically not listed are not covered Claim payments We will pay any number of claims up to a total maximum value of 5,000 inclusive of VAT. 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 driving in Continental Europe. Volkswagen Approved Warranty Administration Services will not pay more than the equivalent UK cost for parts and labour. 18 Warranty policy cover Warranty policy cover 19

11 3.4 Extended Comprehensive Warranty, Extended Named Component Warranty and Extended Driveline 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 and 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 is caused by an excluded component. 9. 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. 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, guarantee, 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. Mechanical failure or damage has been caused or contributed to by: Water ingress, frost, corrosion, flooding, impact, fire, abuse or neglect A defect which (is likely to have) existed prior to start of cover Lack of anti-freeze, lubricants or hydraulic fluids Incorrect servicing or faulty repairs Ingress of foreign matter into the fuel, oil or cooling systems Failures due to oil degradation A grade of oil, fuel, lubricants, hydraulic fluids or any additives not recommended by the manufacturer of the covered vehicle. 26. 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. 27. Any vehicle which is owned by a business formed for the purposes of selling or servicing motor vehicles. 20 Warranty policy cover Warranty policy cover 21

12 3.5 How to make a warranty claim Making a warranty claim when in the UK. Contact your nearest Volkswagen Authorised Retailer or Repairer and advise them that your insured vehicle is protected by the Extended Warranty. The Volkswagen Authorised Retailer or Repairer will contact us regarding claims on your behalf. For any enquiries please call Volkswagen Approved Warranty Administration Services 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. 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. Volkswagen 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 unable to determine the cause of failure by inspecting the insured vehicle or defective components, then we will not pay all or any part of your claim. 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 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. Please contact Volkswagen Approved Warranty Administration Services 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: Volkswagen Approved Warranty Administration Services, PO Box 1051, Croydon CR9 1RE. 22 Warranty policy cover Warranty policy cover 23

13 4. General terms and conditions 5. These conditions apply to all sections of your Warranty and Roadside Assistance and you must meet them before we make a payment. 4.1 Information you need to tell us There is certain information that we need to know as it may affect the terms of the insurance cover we can offer you. You must, to the best of your knowledge, give accurate answers to the questions we ask when you buy your Volkswagen Extended Warranty policy. If you do not answer the questions truthfully it could result in your policy being invalid and could mean that all or part of a claim may not be paid. If you think you may have given us any incorrect answers, or if you want any help, please call as soon as possible and we will be able to tell you if we can still offer you cover. 4.2 Claims your duties If a claim occurs you must follow the relevant claims procedures described in this document as soon as you can. 4.3 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. 4.4 Looking after your vehicle You must take all reasonable steps to safeguard the insured vehicle against breakdown/ immobilisation and/or electrical or mechanical failure. 4.5 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. 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 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. 24 General terms and conditions 25

14 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 helpline number these are detailed on page Advise the operator that you are a Volkswagen 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 helpline first. Please do not go ahead and make Your own arrangements as RAC cannot reimburse costs incurred without prior authorisation. 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. 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 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: 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 Volkswagen Retailer. 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 26 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. 27

15 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 to 1600 cc for the duration of the repairs to the Vehicle in accordance with Your Onward Travel entitlement, for one incident Insurance (including collision damage waiver). 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. 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 towbar, 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. 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 overleaf 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 overleaf The make, model and registration number of Your Vehicle. * Subject to terms and conditions. Please refer to page 32, item

16 2. Please call: Policy Description UK (freephone) Service in the UK en route to a destination abroad. UK Luxury cars (Phaeton and Touareg models) (freephone) France and Monaco Republic of Ireland Rest of Europe (freephone within France and Monaco only) (pay call) (freephone) (pay call) Product Roadside assistance Journey continuation Limitation Repair at the roadside or recovery to the nearest garage capable of performing repairs or home Replacement vehicle to a maximum of 750 Serbia and Montenegro Azerbaijan, Belarus, Georgia, Russia and Ukraine (pay call) (pay call) Service while abroad The telephone numbers are correct at the time of printing (April 2012). Product Limitation 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. 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). 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 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. There is an overall limit of 2,500 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. 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: 30 31

17 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. 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. 4. First class rail fares

18 5. Any costs under this benefit if they are for a service You used at the same time as the above section Additional accommodation expenses. 6. International drop charges where a vehicle hired from abroad is dropped within the UK. 7. The costs of hiring a motorcycle. 8. Any hire costs not arranged through RAC or agreed by RAC. 9. The costs of meals or any other extra costs. 10. Any costs in excess of the overall limit of 2,500 per claim applied to this policy. If RAC can confirm that repairs cannot be completed by Your planned return date to the United Kingdom and providing the cost of repatriation is not uneconomical We will pay for either: a) Vehicle repatriation to the United Kingdom We will pay for the cost of taking the Vehicle by road transporter from abroad to Your Home or chosen UK repairer for repair in the UK. When repatriation is authorised it normally takes working days for delivery to a UK address from most west European countries. At busy times and from east European countries it may take longer. If the Vehicle has been fitted with a roof box or bicycle rack, You must remove and place it inside the Vehicle. The roof box keys need to be left with Your Vehicle keys. We will not pay for: 1. Claims for any repatriation not authorised by the appropriate RAC control centre. 2. The cost of repatriation if this is uneconomical. Repatriation will be uneconomical if it will cost more than the UK market value of Your Vehicle according to Glass s guide. 3. The cost of repatriation if Your Vehicle is roadworthy. 4. Any claim if Your Vehicle is being repatriated and Customs in any country find its contents are breaking the law. 5. Any further costs in connection with the Vehicle once declared a write-off by us. Or we will pay for: b) Collection of vehicle left abroad for repair We will pay for the following costs for one person to collect Your Vehicle, repaired abroad after a Breakdown: 1. Standard/second class rail fare plus other public transport fares which are necessary to reach the place of collection. 2. Additional homeward cross channel ferry or rail fare for the repaired Vehicle (calculated by taking the actual fare less the value of any unused homeward portion of Your original cross channel ticket). 3. Up to 30 per night for single room hotel accommodation necessary to complete the round trip limited to room only. We will not pay for: 1. First class rail fares. 2. The cost of any meals. 3. The costs of more than one person. Note: The appropriate RAC control centre will make the sole decision whether Your Vehicle should be repaired abroad for You (or someone nominated by You) to return and collect. Authority for repatriation or repair If Your Vehicle is not able to be driven due to a road traffic accident, fire, break-in or theft, any damage which You are entitled to have repaired by Your motor insurers must be reported to them immediately. Your insurers must decide whether to declare the Vehicle is a write-off, authorise repair abroad or have the Vehicle repatriated. We cannot repatriate the Vehicle unless Your insurers first give their permission. We also reserve the right to negotiate with them to reclaim costs incurred. If Your insurers cannot or do not give permission to repatriate then it is Our decision alone whether to declare the Vehicle a write-off, or repatriate or repair locally a Vehicle which cannot be driven as a result of a Breakdown, or as a result of a road traffic accident, fire or theft, for which You do not have fully comprehensive cover. The additional services only apply in Europe and not in the UK. Additional Services, we will pay for the costs of providing the following if applicable: Vehicle break-in, emergency repairs We will pay for: The cost of immediate emergency repairs, up to 175, necessary to make Your Vehicle secure in the event of damage to windows, or windscreen caused solely by forcible entry, or attempted forcible entry provided You report the matter to the police either before contacting Us or within 24 hours of contacting Us, and You have obtained a written report from the police

19 We will not pay for: The cost of repairs if they are not to make your vehicle secure and for the reasons stated. Any repair costs if You do not obtain a police report and submit it with Your claim. Spare parts dispatch If as a result of a Breakdown Your Vehicle needs parts but these are unavailable locally. We will pay for: 1. Freight, handling and ancillary charges for dispatch of spare parts not obtainable locally. 2. The fare for one person to collect parts from the appropriate railway station or airport. We will not pay for: The cost of parts themselves, which must be paid on receipt. When telephoning the RAC control centre You will be asked for Your credit card details. Alternatively You will be asked to pay for the part(s) direct to the repairer. Accidental damage to or loss of tent We will pay for: A contribution to accommodation expenses, up to 30 per person, per day, if during the Period of Cover You are camping and Your tent is damaged accidentally making it unusable, or it is stolen. Alternatively, We may at Our option authorise the cost of a replacement tent. If Your tent is stolen You must report the theft to the police within 24 hours and obtain a written report. We will not pay for: 1. The cost of meals or any other costs. 2. Damage caused by weather conditions. 3. The cost of a replacement tent not authorised by Us. 4. Any costs if Your tent was stolen and You do not report the theft to the police within 24 hours and obtain a written report. Urgent message relay service We will pay for: The cost of relaying urgent messages from the appropriate RAC control centre to Your immediate relatives or close business associates if the Vehicle cannot be driven because of Breakdown, accident or fire or it is stolen. We will not pay for: 1. The cost of non-urgent messages or messages to persons not described in the previous paragraph. 2. The cost of relaying any urgent message not arranged through the appropriate RAC control centre. Replacement driver We will pay for: The cost of providing a replacement driver to drive Your Vehicle and Your Party to Your destination or Home, if a registered doctor declares You medically unfit to drive and You are the only qualified driver. We will not pay for: 1. Replacement driver cost if there is another qualified driver in The Party who is fit to drive. 2. For any costs associated with more than one claim per journey abroad. 3. For any expenses which you or your party would have had to pay. Customs claims indemnity We will pay for: Continental or Irish Customs claims for duty if: a) the Vehicle is beyond economic repair as a result of fire or theft abroad during the Journey and it has to be disposed of abroad under Customs supervision; or b) it is stolen abroad during the journey and not recovered. RAC will deal with necessary Customs formalities. To arrange, please call: European Support, * Monday Friday 9 am 5 pm. *Calls may be recorded and/or monitored. We will not pay: Any import duties not relating to the Vehicle

20 Policy requirements and limitations A. Service in the UK and Abroad Credit card details We will require Your credit card details if We arrange a service for You which is not covered by Your Policy or if it exceeds the Policy limits set out in the part entitled Policy Description. If You do not provide Us with Your credit card details RAC will not be able to provide certain services which will be notified to You when credit card details are requested. Caravans and trailers The Vehicle restrictions in this Policy apply equally to caravans and trailers except that the maximum length of trailers and/or caravans must not exceed 7.6 m. If the Vehicle which has suffered a Breakdown is towing a caravan or trailer and We provide recovery, the caravan or trailer will be recovered together with the Vehicle to a single destination. Other than as set out in this paragraph caravans and trailers are not covered by this Policy. We do our best to find solutions to motoring problems, but We regret We cannot arrange a replacement caravan or trailer in the event of breakdown or accident damage which cannot be repaired. It is also virtually impossible to hire vehicles with towbars and it may become necessary to repatriate a caravan or trailer together with a towing vehicle which cannot be repaired abroad by the return date. Unforeseeable losses or events We will not be responsible for any unforeseeable losses nor for any indirect losses, consequential losses, losses of profit, loss of revenue or anticipated savings, loss of contracts, losses that were not caused directly by Us, or for any business losses. This does not reduce Your statutory rights to claim compensation in relation to the services We provide. This does not apply to any claim You have for death or personal injury. We do not guarantee the provision of any of the benefits under Your Policy, if there is anything beyond Our reasonable control or the reasonable control of any service provider which prevents Us or a service provider from providing that benefit. Benefits may be refused if You or any of Your Party behaves in a threatening or abusive way to any persons providing service under Your Policy. Taxi bookings In some circumstances it can be quicker and easier for You to arrange a taxi. We may ask You to make Your own arrangements for taxi service. If so please send Your receipts to us and We will reimburse You. Service providers The garages, breakdown/recovery companies, repairers, car hire companies and other third party service providers whose services are arranged by RAC on Your behalf and/or paid for under the Policy by RAC on Your behalf are not approved by RAC. They are not agents of RAC and RAC cannot be held liable for acts or omissions of such garages or other third parties. You are responsible for authorising repairs and making sure any repairs to Your Vehicle are carried out to Your satisfaction. B. Service Abroad only Motor insurance RAC European Cover is not motor vehicle insurance. We strongly recommend You tell Your motor insurers before taking Your Vehicle abroad. If You do not, Your insurance policy will only cover You for damage You might cause to other people or their property (third party cover). This means that You will not be covered for any loss or damage to Your Vehicle. Your insurers will also need to know if You are towing a caravan or trailer. Availability of service in eastern Europe Every effort is made by RAC to make sure that a good quality service is provided in eastern European countries but this may not necessarily be to the same standards as in western Europe. The situation varies from country to country but time delays may occur, telephones are sometimes not available, garage facilities may be inadequate, spare parts are often not available, etc. You should also be aware that unleaded fuel may not be widely available. Service in certain countries may become disrupted or unavailable due to prevailing conditions, for which RAC cannot accept liability. Information can be obtained from the Foreign & Commonwealth Office or by telephoning The FCO Travel Advice Unit on: +44 (0) Important self-drive hire car information We will normally try to arrange a hire car similar in seating capacity and volume to, but not necessarily the same as, Your Vehicle, if there is one available. If You were travelling in an MPV or similar vehicle We may arrange two hire cars. We will only arrange this if there are two qualified drivers in Your Party. Otherwise, We will arrange alternative means of transport