Motor Vehicle Insurance

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1 Motor Vehicle Insurance Policy and Product Disclosure Statement Preparation date: 1 August 2012 toyotainsurance.com.au

2 Contents Introduction 2 Product Disclosure Statement overview 3 Important information 3 Features of the policy 4 Your policy information 4 Commonly used words or expressions 5 Your cover options 6 Comprehensive cover 6 Agreed or market value 6 Cover for accidental loss or damage to your vehicle 6 Cover for damage to other people s property 6 Other things we will pay for if you choose Comprehensive cover 6 Glass cover 6 Keys, locks and barrels 6 Additional Benefits 7 Replacement with new vehicle after a total loss 7 Legal costs 8 Rental car following a claim 8 Towing and storage 9 Trailer, boat and caravan cover 9 Personal items 9 Baby capsules and child seats 9 Emergency repairs 9 Emergency trip continuation 9 Optional covers that may be added to your policy 10 Optional excess-free glass cover 10 Third Party Fire and Theft cover 10 Cover for fire and theft damage to your vehicle 10 Cover for damage to other people s property 10 Other things we will pay for if you choose Third Party Fire and Theft cover 11 Rental car following theft 11 Your responsibilities 11 Legal costs 11 Towing and storage 11 When we will not pay your claim 12 Making a claim 13 What to do in the event of a claim 13 What you must not do 14 What you must pay in the event of a claim 14 When an excess is not payable by you 14 How we pay your claim 15 If you have Comprehensive cover 15 If you have Third Party Fire and Theft cover 15 Total loss claims 15 Claim recovery 15 GST and Input Tax Credits 15 Repairing your vehicle 15 Choosing a repairer 15 Genuine Parts Promise 16 Quality Repair Guarantee 16 Additional Terms and Conditions 16 Driving Licence Discount 16 Lifetime Rating 1 16 Renewing your policy 17 Paying for your insurance 17 Cancelling your policy 17 Changing your vehicle 17 Our Service Commitment to you 18 General Insurance Code of Practice 18 How to tell us when you are not satisfied, for any reason 18 Financial Claims Scheme 18 How to contact the Financial Ombudsman Service 18 Are any decisions binding on you? 18 Claim payment examples 19 Contact details 22 1

3 Introduction You re in safe hands After investing your time, effort and money into finding the right vehicle, it s good to know Toyota Insurance has a range of reliable, cost-effective plans to help you protect it. Our Motor Vehicle Insurance policy helps you drive with confidence, safe in the knowledge that if your vehicle suffers accidental damage, gets stolen or if someone is claiming against you, we ll be there to help. And of course, we ll ensure your claim is handled quickly and efficiently. To find out more about our insurance and financial products, please call Toyota Insurance on or visit toyotainsurance.com.au Product Disclosure Statement This Product Disclosure Statement (PDS) is also your policy document. Together with your policy schedule, it makes up your insurance contract with us. The PDS provides information about the product we offer, the Toyota Insurance Motor Vehicle policy, and it is designed to help you make an informed decision about this product. Please read this document carefully to make sure it provides you with the insurance cover you require. If you do not understand the protection this insurance provides, please contact us. Our contact details are provided on page 22 of this document. The information in this PDS was current at the date of preparation. We may update some of the information in the PDS from time to time without needing to notify you. You can obtain a copy of any updated information by calling us on or visiting toyotainsurance.com.au We will give you a free paper copy of any updates if you request them. If it becomes necessary, we will issue a supplementary or replacement PDS. This PDS is an important document and should be retained by you in a safe and convenient place, along with the policy schedule which comprises the information you have given us and the individual details of your policy, together with any other notices we may give you from time to time. Toyota Insurance is a division of Aioi Nissay Dowa Insurance Co., Ltd. ABN , AFSL Number (Andia). The Insurer is Andia. 2

4 Product Disclosure Statement overview Important information For full details of the policy cover, benefits and conditions, you must read the entire policy. See page See page The privacy of your personal information Your promise to us When we will not pay your claim Making a claim GST and Input Tax Credits How we calculate your premium We are committed to protecting the privacy of your personal information. That commitment is reflected in our compliance with the National Privacy Principles. You must provide honest, correct and complete answers to the specific questions we ask to enable us to decide whether to insure you or pay your claim. You need to be aware of the risks that you are not covered for under this policy. Please carefully read the section When we will not pay your claim. Please contact us as soon as possible by calling The amounts covered for your car and legal liability include GST, unless expressed otherwise. Any amounts we pay will include GST, but we may reduce the amount by any ITC that you are, will be or would have been entitled to receive. The amount of your premium will be set out in your policy schedule. It will include any government taxes and charges. You can find further information about how we calculate the costs of your insurance, as well as the excesses and discounts that may apply to your policy, in our Motor Insurance Premium, Excess and Claims Guide. This Guide is available on our website at toyotainsurance.com.au or you can call us on if you would like us to post you a free copy Special conditions 21-day Cooling Off and cancellation at other times Our Service Commitment to you We may impose special conditions on your policy that may exclude, restrict or extend cover for a person or a particular situation. Any imposed conditions will be listed on your current policy schedule. You will receive a full refund if you cancel your policy within 21 days of its purchase date, provided you have not lodged a claim. You may also cancel your policy at other times and we will refund any premium that applies to the unexpired period of your policy, less any applicable processing charges. We re committed to providing you with the highest standard of service. If you re ever dissatisfied with the outcome of any of your dealings with us, we invite you to use our internal dispute resolution service. If you don t agree with our final internal decision, you can appeal to the Financial Ombudsman Service (FOS), an external independent dispute resolution scheme, of which we are a member. There is no charge to you for either service Renewing your policy We will write to you before your policy expires and either invite you to renew your policy and pay the premium set out in the notice, or inform you we cannot continue to provide cover. 17 Paying for your insurance To be covered by this policy, your premium must be paid on or before the date we require payment. If your premium is paid by instalments, we may cancel cover if an instalment becomes overdue by at least one month. If the instalment is overdue by 14 days or more, we may refuse to pay any claim made by you. 17 3

5 Features of the policy The table below summarises the cover, additional benefits and optional covers available, depending on the cover option you have selected. This table is a guide only. For a full explanation of the cover available please carefully read each section of this document. Features Comprehensive Third Party Fire and Theft See page Features Comprehensive Third Party Fire and Theft See page Choice of agreed value or market value total loss Accidental loss or damage to your vehicle This cover option provides market value cover only N/A 6 6 Driving Licence Discount 16 Lifetime Rating 1 16 Temporary cover when changing your vehicle N/A 17 Accidental loss or damage caused by fire or theft Accidental loss or damage to other people s property 6 & 10 6 & 10 Glass cover N/A 6 Keys, locks and barrels N/A 6 Optional benefits Excess-free glass cover Voluntary excess Comprehensive OPTIONAL (extra premium) OPTIONAL (premium reduction) Third Party Fire and Theft See page N/A 10 N/A 14 Replacement with new vehicle after total loss: Toyota vehicles up to 3 years/ 100,000km Lexus vehicles up to 4 years/ 100,000km Other makes up to 1 year from original registration N/A 7 Your policy information Your policy Your policy consists of: this PDS; and your most recent policy schedule, comprising the notices we give you from time to time which show the particular details and current status of your policy. Rental car following a claim Theft claims only 8 & 11 Legal costs 8 & 11 Towing and storage cover Trailer, boat and caravan cover 9 & 11 N/A 9 Personal items N/A 9 Baby capsules and child seats Emergency repairs and trip continuation No fault, no excess Genuine Parts Promise Quality Repair Guarantee N/A 9 N/A We will send you an updated policy schedule whenever you inform us of a change in this information or these details, which may also contain variations to the terms of your policy. Our agreement with you We will insure you and your vehicle against accidental loss or damage (including theft) and/or legal liability, subject to: the type of cover and options you have selected as detailed in your policy schedule; the terms, conditions and limits as detailed in this document; the premium being paid; you taking all reasonable steps to safeguard your vehicle from loss at all times; and the event occurring in Australia during the period of cover. 4

6 The privacy of your personal information We are committed to protecting the privacy of your personal information. That commitment is reflected in our compliance with the National Privacy Principles. We will, with your help, keep your personal information accurate, complete and up-to-date. Personal information includes your name, address, age, occupation, insurance profile or driving record. We collect this information for the purposes of communicating with customers, setting premiums appropriately, assessing and paying claims, compiling statistics and providing products and services. We will provide your personal information to a third party if required by law. If necessary, we may also disclose your personal information to a third party when processing a claim, confirming information, administering this policy and where customer research is conducted by us or on our behalf. Third parties include Toyota Finance, other insurance companies, claims assessors, repairers, reinsurers, the Insurance Reference Service, consumer research organisations, the Financial Ombudsman Service (FOS) and finance companies (if noted on your policy documents). In order to keep you informed of special offers, including new products and services, we may share your personal information with the person who arranged this policy for you and the Toyota Group of Companies. If you do not wish to receive this information you may contact us by calling For further information, please visit our website toyotainsurance.com.au or call us on the number above for a copy of our privacy policy. Your promise to us When we agree to insure you, to renew or vary your policy, or to pay your claim, our decision relies on the accuracy of the information you give us. You must provide honest, correct and complete answers to the questions we ask you. It is important you tell us immediately of any changes that have occurred since your policy started or since the last renewal, and if any of the information shown on your renewal notice or on any other notices you may receive from us from time to time is incorrect or incomplete or requires updating. If the information you provide us is not honest, correct and complete, we may reduce or deny any claim you make, cancel your policy or treat your policy as if it never existed. Commonly used words or expressions Some of the words in this policy have specific meanings. These words and their meanings are listed below: Agreed value means the amount which we agree to insure your vehicle for as shown in your most recent policy schedule. Accident or accidental means a mishap or series of mishaps that was unintended or unexpected by you or the driver of your vehicle, which involved your vehicle and arose from a single event. Business use means the vehicle is either registered as a business vehicle or used for income earning purposes, but does not include goods carrying or courier use vehicles. Courier use means the vehicle is used for business purposes and for the collection or delivery of goods upon no fixed route. Driver(s) means any person other than you who is driving or in control of your vehicle with your express consent. Excess means the amount you must pay towards the cost of any claim under your policy. Goods carrying use means the vehicle is used for business purposes and for the collection or delivery of goods upon a fixed route, but does not include courier use vehicles. Market value means our determination of the value of your vehicle immediately prior to the event that leads to a claim under the policy. Our determination will take into account such things as your vehicle s age, condition and kilometres travelled. Period of cover means the current period for which we have agreed to provide you with insurance as set out in your most recent policy schedule. Policy schedule means the most recent policy schedule and/or renewal notice that shows the particular details and current status of your policy. This includes any other notices we may give you from time to time. Private use means the vehicle is used solely for private, domestic and pleasure purposes, including travel to and from work, but excluding business use, courier use and goods carrying use. Substitute vehicle means a vehicle which is similar to the vehicle insured under this policy and which you are using temporarily because your vehicle is not being used due to mechanical repair, service or breakdown. Total loss means in our opinion the vehicle is unable to be repaired economically or it has been stolen and not found, or is a statutory total loss as per the relevant state or territory legislation. Toyota Insurance Preferred Repairer means a repairer authorised by us that we recommend to repair your vehicle in respect of a claim under this policy. Your vehicle means the registered vehicle described in the policy schedule including: its standard tools, modifications and accessories as supplied by the manufacturer, providing they are in or attached to your vehicle; and any accessories and modifications described on the current policy schedule, providing they are fixed to your vehicle. We, us, our, or Toyota Insurance means Aioi Nissay Dowa Insurance Co., Ltd. ABN , AFSL Number (Andia). 5 You or your means the person or persons named as the insured on the current policy schedule.

7 Your cover options The Toyota Insurance Motor Vehicle policy offers two cover options. You can choose from the following levels of cover depending on your needs and the type of vehicle. Comprehensive cover Third Party Fire and Theft cover The type of cover chosen will be shown on your policy schedule. Comprehensive cover The protection we provide Agreed or market value If you have selected Comprehensive cover, you may choose to insure your vehicle for agreed value or market value. The basis of valuation you have chosen will be shown on your policy schedule. Cover for accidental loss or damage to your vehicle We will cover you for accidental loss or damage (including fire and theft) to your vehicle. At our choice we will: a) repair your vehicle; b) pay you the cost of repairing your vehicle; or c) pay you the agreed value or market value, depending on the cover option selected and shown on your policy schedule. Cover for damage to other people s property We will cover your legal liability to pay compensation for loss or damage to someone else s property caused by an accident involving: your vehicle or a substitute vehicle; and a boat, caravan or trailer whilst attached to, or accidentally detached from your vehicle or substitute vehicle. We will also cover the legal liability of: any driver, provided that person was not covered by another insurance contract at the time of the accident; passengers who are in, or getting into or out of your vehicle, with your permission; and We will not cover legal liability: when the loss or damage occurs to your own property or to property which is in your possession, custody or control, or is owned by the person driving or in custody of your vehicle or any person ordinarily living with you; if your vehicle was being used without your permission at the time of the accident; which is insurable under a statutory or compulsory insurance or compensation scheme or another policy covering such liability; or for any liability you agree to accept without our express written consent, and where such liability would not have existed without your agreement. The maximum amount we will pay for legal liability arising out of any one motor vehicle accident is $20 million. For exclusions that impact on cover, please refer to When we will not pay your claim on page 12. These exclusions are in addition to any limitations described under Comprehensive cover. Other things we will pay for if you choose Comprehensive cover Glass cover Where your vehicle s windscreen, sunroof glass or window glass is accidentally damaged, we will pay for the repair or replacement of the windscreen, sunroof glass or window glass, or pay you the cost of the repair or replacement. You will be required to pay the basic excess for all claims under this benefit, unless you have chosen the optional excess-free glass cover benefit. Refer to the Optional excess-free glass cover section on page 10 for details. Cover for this benefit does not entitle you to a claim for a rental vehicle or any other additional benefit. Keys, locks and barrels If any of the keys or devices giving access to your vehicle are stolen, or you believe on reasonable grounds they have been illegally copied, we will pay up to $1,000 per claim (excluding the basic excess) for the replacement of your vehicle s keys or devices and/or recoding of your vehicle s locks and barrels. You must pay the basic excess on your policy. your employer, principal or partner, arising out of your use of the vehicle. 6

8 We will provide this cover if: the theft of the keys/devices has been reported to the police and police investigations conclude they are unlikely to be found; the locks and barrels to your vehicle are not damaged; the keys/devices were not stolen by a relative, spouse or de facto, invitee, any person ordinarily residing with you or with whom you ordinarily reside, or any other person insured under this policy; and you are not covered under any other insurance policy. Cover for this benefit does not entitle you to a claim for a rental vehicle or any other additional benefit. We will not provide this cover if the keys or devices that give access to your vehicle are: lost or misplaced; left unattended in a public place; or left in an unlocked vehicle. Additional Benefits If we agree to pay your claim for accidental loss or damage to your vehicle, we will also pay for the following Additional Benefits where applicable: Replacement with new vehicle after a total loss Provided you purchased your vehicle within three months of its first registration as new and your vehicle has been insured continuously by this policy since you purchased the vehicle, and we accept your claim and determine your vehicle is a total loss, you can choose to receive a replacement vehicle on the following terms: 1) Toyota vehicles if your Toyota vehicle becomes a total loss, is less than three years old, has travelled less than 100,000 kilometres since first registration and is still covered by the original Toyota new vehicle warranty at the time of the incident, we will replace the vehicle with a new Toyota of the same make, model and series, provided such vehicle is available in Australia. 2) Lexus vehicles if your Lexus vehicle becomes a total loss, is less than four years old, has travelled less than 100,000 kilometres since first registration and is still covered by the original Lexus new vehicle warranty at the time of the incident, we will replace the vehicle with a new Lexus of the same make, model and series provided such vehicle is available in Australia. 3) Non-Toyota and non-lexus vehicles if your vehicle is not a Toyota or Lexus and becomes a total loss, is less than one year old and has travelled less than 20,000 kilometres since first registration, we will replace the vehicle with a new vehicle of the same make, model and series, provided such a vehicle is available in Australia. We do however reserve the right to decide whether your vehicle is repairable or a total loss based on the total costs associated with replacing your vehicle. Our decision in regard to whether a vehicle is able to be repaired economically will depend upon a number of factors, including: the cost to repair the vehicle; the amount we will need to pay to settle a claim (taking into account the vehicle s salvage value); and your request for a replacement vehicle (if one applies). 7

9 If we replace your vehicle we will also pay for the on-road costs in connection with the new vehicle, including the cost of the first year s registration and Compulsory Third Party (CTP) insurance if applicable on the new vehicle, less any refund you receive from the registration and CTP insurance for your vehicle, if applicable. You will need to provide us with written proof. If a replacement vehicle is unavailable, we will pay you either the agreed value or market value depending on the cover you have chosen, as shown on your policy schedule. If your vehicle is subject to a finance agreement, we will also require the financier s written consent before replacing your vehicle. For an example of how we calculate a claim for a new replacement vehicle see example 1(a) under Claim payment examples on pages Legal costs If we agree in writing, we will pay for all legal costs and expenses which may be incurred for any claim or action we have defended in your name in relation to this policy. Rental car following a claim If your vehicle is stolen or accidentally damaged you will be entitled to a rental car benefit subject to the terms of this policy, provided: we have accepted your claim; any repairs have been authorised by us (if applicable); and you pay any applicable excess. This benefit does not apply where we have paid you the agreed value or market value, or for claims made under Glass cover or Keys, locks and barrels. Theft claims If your vehicle is stolen, and the theft has been reported to the Police, subject to our prior approval, we will arrange for or reimburse you for the cost of a rental car, up to a maximum value of $60 per day. This benefit will cease the earlier of: 14 days from the date you hired the vehicle; the date your vehicle has been found and is able to be driven; or the date that we settle your claim. Accidental damage claims If your vehicle is accidentally damaged, subject to our prior approval, we will pay for or reimburse you for the rental costs of a Toyota vehicle up to a maximum value of $60 per day, provided: we determine that the loss or damage was solely the fault of another person and you did not contribute to the accident; you provide us with the full names, current residential addresses and phone numbers of all drivers, passengers and witnesses involved, as well as the vehicle registration and insurance details of all drivers involved; and you have chosen to have your vehicle repaired at a Toyota Insurance Preferred Repairer. The rental car benefit will be provided from the later of: the date we have authorised repairs to your vehicle; or the date your vehicle is made available for repairs to be commenced. The rental car benefit will stop the earlier of: seven days from the date the rental vehicle was supplied, as described on the rental agreement; the date your vehicle has been repaired and is able to be driven; or the date we settle your claim if your vehicle is a total loss. For more information about no fault and at fault claims, please read When an excess is not payable by you No fault, no excess on page 14. Your responsibilities We will not pay for: a rental car unless its hire has been arranged by us or pre-approved by us; fuel and running costs associated with the rental car or any additional hire costs; any loss, damage or legal liability arising from the use of the rental car, including any applicable excesses or bonds under the rental car agreement; rental car costs incurred as a result of an unreasonable delay by you in having your vehicle repaired; any costs incurred due to an unreasonable delay by a repairer you choose in carrying out repairs; or any costs incurred in hiring the car if your claim with us is declined by us or withdrawn by you. 8

10 It is not our responsibility to ensure that a rental car is available and that you meet the rental conditions which apply, including driver age restrictions, daily kilometre allowances, vehicle return and pick up locations and the deposit of any bonds. You will need to provide us with a copy of the rental car agreement and receipts for any amounts being claimed. Towing and storage Following accidental loss or damage to your vehicle, if your vehicle cannot be driven safely we will pay up to $1,000 for the protection, removal and towing of your vehicle to the nearest repairer or place of safety approved by us. This benefit does not include any costs associated with transporting you or your repaired vehicle following its repair or recovery after loss or damage (including theft). Trailer, boat and caravan cover We will also pay for accidental loss or damage (including theft) to your registered trailer, boat or caravan, which at the time of the accident: was attached to your vehicle; or became accidentally detached from your vehicle as a result of the accident. We will pay the lesser of the combined market value of your trailer, caravan or boat or $1,000. We will not pay for any property being carried in or on the trailer, boat or caravan, or for any item that is already insured against loss or damage. We will not pay for any property that is covered under any other insurance policy. Personal items We will also pay up to $500 if personal property belonging to you, your spouse or dependent children is: stolen from inside your locked vehicle; stolen with your vehicle; or damaged as a result of an accident involving your vehicle, subject to a claim being accepted on the policy for loss or damage to the insured vehicle. At our choice we may: repair the item; pay you the cost of repairing the item; or pay you an amount that we believe represents a fair market value for the item at the date of the accident. We will not pay for items recovered in an undamaged condition. No cover is provided for cash, cheques, negotiable items, credit cards, jewellery, mobile/car phones, non-factory fitted global positioning systems (GPS) or items used for earning income. We may also require that you provide us with a police report and the relevant receipts and/or invoices relating to the items. We will not pay for any property that is covered under any other insurance policy. Baby capsules and child seats We will also pay up to $500 for accidental loss or damage to baby capsules or child seats fitted to your vehicle which are: stolen from inside your locked vehicle; stolen with your vehicle; or damaged as a result of an accident involving your vehicle, subject to a claim being accepted on the policy for loss or damage to the insured vehicle. We may choose to pay the value of the loss or damage directly to you, or repair or replace the items. We will not pay for items recovered in the condition they were in at the time of being stolen. Emergency repairs If we agree to pay your claim, we will reimburse you for up to $500 in emergency repairs to your vehicle, which may be necessary to enable you to continue using your vehicle safely following an accident. The emergency repairs to your vehicle can be conducted without any prior agreement between you and us. We will need you to provide us with the receipts and/or invoices for all emergency repairs to your vehicle. Emergency trip continuation If your vehicle cannot be safely driven after being involved in an accident more than 200 kilometres from your usual place of residence, subject to a valid claim being accepted under the policy, we will reimburse up to $100 per day (to a maximum of $500 per claim) toward the cost incurred by you, to continue your journey safely, or to return you and your passengers to your usual place of residence. This benefit does not include any costs associated with transporting you or your vehicle following its repair or recovery after loss or damage (including theft). Emergency trip continuation costs can be incurred without our prior approval, but we will need you to provide us with receipts and/or invoices relating to these costs. 9

11 Optional covers that may be added to your policy You can add the following optional benefit to this policy by paying an additional premium when you commence or renew your policy. This optional benefit only applies if you choose it and will be shown on your policy schedule. Optional excess-free glass cover Where your vehicle s windscreen, sunroof glass or vehicle window glass is accidentally damaged, we will repair or replace the windscreen, sunroof glass or window glass, or pay you the cost of the repair or replacement. You will not be required to pay any excess, provided only one claim for this damage occurs in any one period of cover. However you will be required to pay the basic excess for any subsequent claim in any one period of cover. Cover for this benefit does not entitle you to a claim for a rental vehicle or any other additional benefit. For examples of how we pay a claim for accidental loss or damage to your vehicle, please see examples 1(a), 1(b) and 1(c) under Claim payment examples on pages Third Party Fire and Theft cover The protection we provide Cover for fire and theft damage to your vehicle We will pay for accidental loss or damage to your vehicle caused by fire or theft (not including attempted theft). At our option we will: a) repair your vehicle; b) pay you the cost of repairing your vehicle; or c) pay you the market value of your vehicle. Cover for damage to other people s property We will cover your legal liability to pay compensation for loss or damage to someone else s property caused by an accident involving: your vehicle or a substitute vehicle; and a boat, caravan or trailer whilst attached to, or accidentally detached from your vehicle or substitute vehicle. We will also cover the legal liability of: any driver, provided that person was not covered by another insurance contract at the time of the accident; passengers who are in, or getting into or out of your vehicle with your permission; and your employer, principal or partner, arising out of your use of the vehicle. 10

12 We will not cover legal liability: when the loss or damage occurs to your own property or to property which is in your possession, custody or control, or is owned by the person driving or in custody of your vehicle or any person ordinarily living with you; if your vehicle was being used without your permission at the time of the accident; which is insurable under a statutory or compulsory insurance or compensation scheme or policy covering such liability; or for any liability you agree to accept without our express written consent, and where such liability would not have existed without your agreement. The maximum amount we will pay for legal liability arising out of any one motor vehicle accident is $20 million. For exclusions that impact cover please refer to When we will not pay your claim on pages These exclusions are in addition to any limitations described on page 10 under Third Party Fire and Theft cover. Other things we will pay for if you choose Third Party Fire and Theft cover Rental car following theft If your vehicle is stolen and the theft has been reported to the Police, you will be entitled to a rental car benefit provided: we have accepted your claim; and you pay any applicable excess. Subject to our prior approval, we will arrange for or reimburse you for the cost of a rental car, up to a maximum value of $60 per day. This benefit will cease the earlier of: 14 days from the date you hired the vehicle; the date your vehicle has been found and is able to be driven; or Your responsibilities We will not pay for: a rental car unless its hire has been arranged by us or pre-approved by us; fuel and running costs associated with the rental car or any additional hire costs; any loss, damage or legal liability arising from the use of the rental car, including any applicable excesses or bonds under the rental car agreement; or any costs incurred in hiring the car if your claim with us is declined by us or withdrawn by you. It is not our responsibility to ensure that a rental car is available and that you meet the rental conditions which apply, including driver age restrictions, daily kilometre allowances, vehicle return and pick up locations and the deposit of any bonds. You will need to provide us with a copy of the rental car agreement and receipts for any amounts being claimed. Legal costs If we agree in writing, we will pay for all legal costs and expenses which may be incurred for any claim or action we have defended in your name in relation to this policy. Towing and storage Following accidental loss or damage caused by fire or the theft of your vehicle, if your vehicle cannot be driven safely we will pay up to $1,000 for the protection, removal and towing of your vehicle to the nearest repairer or place of safety approved by us. This benefit does not include any costs associated with transporting you or your repaired vehicle following its repair or recovery after loss or damage (including theft). For examples of how we pay a claim for Third Party Fire and Theft, please see examples 2(a), 2(b) and 2(c) under Claim Payment examples on pages the date that we settle your claim. 11

13 When we will not pay your claim 1. General exclusions To make a claim under this policy you must provide us with honest, correct and complete information in a timely manner. Your failure to do this may result in us reducing or denying any claim you make. In addition we will not pay any claim caused by or arising out of: a) any war, act of terrorism, hostilities or warlike activities, invasion, act of foreign enemy (whether war is declared or not), rebellion, civil war, revolution, insurrection, military or usurped power; b) environmental, biological, chemical, radioactive or nuclear pollution, contamination or explosion; c) depreciation, wear and tear, rust or corrosion; d) mechanical, structural, electrical, or electronic breakdown or malfunction, or damage resultant from any software virus or computer chip failure; e) damage to tyres caused by brake application, punctures, bursting, or cuts, except where damage is as a result of an accident; f) any loss, whether financial or otherwise, because you cannot use your vehicle, except for the cover provided under Rental car following a claim or Rental car following theft ; g) any reduced value of your vehicle after your vehicle has been damaged and repaired in accordance with this policy; h) your failure to take all reasonable steps to safeguard your vehicle from loss at all times; i) lawful seizure or taking possession of your vehicle by any person or organisation lawfully entitled to do so; j) the lack of availability of parts or accessories from within Australia necessitating special fabrication, air freighting costs or importation not normally included in the current manufacturer s Australian price list. Where parts or accessories are not readily available, our claims cost will be limited to the current Australian price list of the nearest equivalent part; k) costs incurred due to an unreasonable delay in you notifying us of a claim, or of a demand upon you that may lead to a claim, fines, penalties or liquidated damages; l) you or any other person driving your vehicle with your consent assuming liability or entering a contract, warranty or agreement, unless such liability would have existed if you had not entered into such contract, warranty or agreement; 12 m) intentional loss or damage caused by you or a person acting with your express or implied consent; n) any costs associated with repairing any existing damage your vehicle had prior to an incident which resulted in a claim; o) any costs associated with repairing faulty workmanship or incomplete repairs previously carried out on your vehicle prior to an incident which resulted in a claim, except in circumstances where you are claiming under terms described in our Quality Repair Guarantee; p) contamination from natural, organic or corrosive substances (e.g. damage from tree sap or bird excrement); q) the use of contaminated fuel (except where the fuel was purchased through a licensed and authorised fuel distributor and the contamination arose from a single event); or r) you or any other person continuing to drive your vehicle in a damaged state, or continuing to drive your vehicle after refuelling with contaminated or incorrect fuel. 2. Vehicle exclusions We will not pay your claim if, at the time of any accidental loss, damage or liability which results in a claim, your vehicle (including a substitute vehicle) or trailer, caravan or boat attached to your vehicle was: a) in an unsafe or unroadworthy condition, or was carrying passengers or a load (including towing) in excess of that recommended by the vehicle manufacturer, and this contributed to the loss or damage; b) being hired out or used for fare or reward (including driving school instruction), other than under a private pooling arrangement or where such reward is only a travelling allowance paid by your employer and your vehicle is not used for business use; c) altered by modifications from the original manufacturer s specifications, unless you have told us of those modifications and we have agreed in writing to cover them; d) being used or prepared for use in any form of motor sport or contest, experiments, tests, trials or demonstration purposes; e) in the custody of a motor dealer or prospective purchaser for the purpose of sale or consignment; f) being used for security patrol purposes; or g) being used for any unlawful purpose, including the carrying of hazardous or inflammable goods in excess of that permitted by government regulation, unless you can prove that such use was without your knowledge or consent.

14 3. Driver exclusions We will not pay your claim if your vehicle (including a substitute vehicle) or trailer, caravan or boat attached to your vehicle was: a) being driven by you, or any driver, who was not licensed to drive the vehicle, unless you can prove that your vehicle was being driven without your knowledge or consent; b) being driven by or last under the control of you, or any other driver with your consent: i. whilst under the influence of alcohol or illicit drugs; ii. who had a blood alcohol level in excess of the limit permitted by law in the State or Territory where the loss or damage occurred; or iii. who refused to take a test to determine the level of alcohol or drugs; or c) being driven by you, or any driver (with your permission), after receiving advice from a medical practitioner not to drive, or whilst under the influence of prescribed medications that impair the ability to drive. Making a claim What to do in the event of a claim Please ensure that you take all reasonable steps to secure or recover your property, and to minimise any risk of further loss, damage or liability. If your vehicle is involved in an accident, obtain the full names, current residential addresses and phone numbers of all drivers, passengers and witnesses involved. You will also need the vehicle registration and insurance details of all drivers involved. Contact Toyota Insurance as soon as possible on When you contact us, a claims officer will be appointed to assist you through the claims process. Attend to all our reasonable requests of you to assist us in the management of your claim. Provide us with honest, correct and complete information in response to all our requests so that we can properly assess your claim. Immediately refer any communication from other parties to us so that we can respond on your behalf. Contact the police If your vehicle is stolen or maliciously damaged, you must immediately report the matter to the police and complete a police report. We will need a copy of this report to process your claim. You may also need to report certain accidents to the police, depending on the laws of the state or territory in which the accident happened. An example of this would include any accident where people are injured, or where the vehicle is unable to be driven safely. 13

15 What you must not do Do not admit liability or guilt or make a promise or offer to settle or partly settle the matter or defend the matter. Do not have your vehicle repaired, or authorise repairs, unless we have given our express written consent (except for emergency repairs as otherwise authorised in this policy). Do not assign your rights under this policy to a third party. What you must pay in the event of a claim Unpaid premiums If your vehicle is determined by us to be a total loss following a claim, and your premium is paid by instalments or you have not paid the full premium due for the period of cover in which the claim occurred, you will be required to pay the balance of any remaining premium owing for the period of cover. Excess An excess is an amount you may have to pay toward the cost of a claim on this policy. The amount and types of excesses applicable to your policy are shown on your policy schedule. There are six types of excess, which are listed on this page. The excess payable for any claim will be the total of all applicable excesses added together, depending on the circumstances of the claim. You may have to pay the excess before we agree to provide any benefits under the policy. Once we have approved your claim we will determine any excess payment you need to make, or deduct your excess from our payment. We will advise you whether any applicable excess amount is to be paid to the repairer, supplier or to us. Basic excess The basic excess is the standard excess which applies to each claim you make on your policy and varies depending on the state or territory in which you normally reside at the time of a claim. Age excess The age excess applies if the driver is under 25 years old at the time of an accident. You do not have to pay an age excess if claiming for loss or damage caused by theft or attempted theft, damage whilst parked, fire, flood, hail, storm or malicious damage. Licence excess The licence excess applies for claims made where at the time of an accident the driver does not hold a full Australian drivers licence or is the holder of an overseas, probationary or provisional licence or learner s permit. You do not have to pay a licence excess if claiming for loss or damage caused by theft or attempted theft, damage whilst parked, fire, flood, hail, storm or malicious damage. Special excess The special excess is an excess imposed by us, and is payable in addition to the basic excess. It is usually imposed where you have modified the vehicle, or added non-standard accessories to the vehicle which may increase the cost of repairs following a claim, or because of the driving or insurance history of you or any regular driver/s listed on your policy schedule. Voluntary excess The voluntary excess is an optional excess that you may choose to reduce the amount of premium you pay to us. This excess is payable in addition to the basic excess in the event of a claim. Undisclosed driver excess The undisclosed driver excess applies for claims made where at the time of an accident the driver of your vehicle was under 25 years of age and was not nominated as a driver on the most recent policy schedule or renewal notice. You do not have to pay the undisclosed driver excess if claiming for loss or damage caused by theft, or attempted theft, damage whilst parked, fire, flood, hail, storm or malicious damage. How we calculate your excess The amount and types of excesses that apply to your policy are shown on your policy schedule. For further details on excesses, including amounts applicable by state, please refer to our Motor Insurance Premium, Excess and Claims Guide. See page 3 for how to access the Guide. When an excess is not payable by you No fault, no excess You will not be required to pay an excess for any claims under this policy if: we determine that the loss or damage was solely the fault of another person and you did not contribute to the accident; and you provide us with the full names, current residential addresses and phone numbers of all drivers, passengers and witnesses involved, as well as the vehicle registration and insurance details of all drivers involved. 14

16 In the case of theft or vandalism, you need to give us a police report that shows the name and address of the offender who has been charged or convicted. Glass cover claims Provided you have selected the optional glass cover benefit, you will not be required to pay any basic excess for the first claim for this damage occurring under this policy during the period of cover. How we pay your claim If you have Comprehensive cover If we agree to pay your claim under this policy we will decide whether to: arrange for the repair of your vehicle; pay you the repair cost instead of repairing your vehicle; or pay you the agreed value or market value, depending upon the cover option you have chosen, as shown on your policy schedule. If you have Third Party Fire and Theft cover If we agree to pay your claim under this policy we will decide whether to: arrange for the repair of damage to your vehicle, resulting from fire or theft; pay you the cost of repairing your vehicle; or Credit provider s rights Where a credit provider has a financial interest by way of security or ownership over your vehicle in relation to your finance contract, we will settle any amount which remains payable under your claim directly to them, provided the financier agrees to remove any encumbrance and provides the salvage to us. For examples of how we pay a claim if your vehicle is a total loss see examples 1(a), 1(b) and 2(a), under Claim payment examples on pages Claim recovery If you make a claim on this policy for an event that in our opinion was not your fault, we reserve the right to take action to recover any money paid by us. When we do this, we may need to take such action in your name, and therefore you must cooperate with us and give us any information and assistance we may require through to the completion of your claim. We will pay for any legal expenses. GST and Input Tax Credits If you are registered for GST, you are required to tell us your entitlement to any Input Tax Credits (ITC) on the premium you pay to us. If you do not tell us your entitlement or if the information you give us is incorrect, we will not be liable for any resulting fines, penalties or charges you incur. pay you the market value of your vehicle. Total loss claims If we accept your claim and decide your vehicle is a total loss, we will settle your claim by either replacing your vehicle or by paying you the agreed value or market value. This will depend upon the option you have chosen, as shown on your policy schedule. If you have selected the agreed value option and we do not replace your vehicle following a total loss, we will pay you the agreed value. If you have selected the market value option and we do not replace your vehicle, we will pay you the market value. In the event of a total loss, your vehicle wreckage, including any options, accessories and unexpired registration will become our property, and we will retain the proceeds of any sale. Once we settle your claim, the cover provided under this policy ceases and any premium for the unexpired period of cover will not be refunded to you. Any excess or unpaid premium will be deducted from the amount we pay. If your premium is paid by instalments and we decide your vehicle is a total loss, you will be required to pay the balance of any remaining instalments owing for that period of cover in which the claim occurred. We can deduct this amount from your claim. 15 When we calculate the amount of any payment we make for a claim, we may reduce the amount by any ITC that you are, will be or would have been entitled to receive. For example: Where you are entitled to an ITC on your premium and have a total loss accident, we agree to pay you the market value of your vehicle calculated at $21,920. We will reduce this amount by the ITC, which is equal to 1/11th of $21,920 (or $1,993). Your payment is then equal to $21,920 - $1,993 or $19,927. Repairing your vehicle Choosing a repairer If we accept your claim and decide your vehicle can be repaired, we will suggest one of our Toyota Insurance Preferred Repairers, or alternatively another repairer nominated by us. You can nominate your own repairer, however we may ask you to obtain another quotation from one of our Toyota Insurance Preferred Repairers or a repairer nominated by us. We will work with the agreed repairer to achieve the best repair outcome for you.

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