Mobile Device Insurance Platinum Cover Provided by A1Comms trading as Phones.co.uk

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1 Important Information Policy Wording Definitions What is covered What is not covered Mobile Device Insurance Platinum Cover Provided by A1Comms trading as Phones.co.uk Below is a list of what information this document includes: Policy Conditions and Limitations Policy cancellation Mid-term adjustments Automatic renewal of your policy What to do if you have a complaint Financial Compensation Data protection act 1998 IMPORTANT INFORMATION This insurance has been specifically designed to provide insurance protection for your mobile device and meets the demands and needs of individuals permanently resident in the UK who have purchased a mobile device from Phones.co.uk and wishes to protect it against accidental damage, breakdown, theft and loss. Please note that there are some exceptions or exclusions relating to the cover provided by this policy and it is therefore important that you read the section headed What is not covered. We have not provided you with a personal recommendation as to whether this policy is suitable for your specific needs, so you must decide for yourself whether it is or not. You have made a reasoned decision on the basis of the information provided and can cancel this insurance at any time should you decide the cover is no longer suitable. PLEASE KEEP YOUR INSURANCE DOCUMENTS SAFE Please keep this document in a safe place in case you need to read it again or make a claim. If you have any disability that makes communication difficult, please tell the Administrators and they will be pleased to help. 1

2 POLICY WORDING Please read this document carefully and make sure you understand fully what is covered and what is not covered, also ensuring you comply with all of the policy conditions as a breach of a condition can invalidate your policy and may mean that any claims made will not be paid. If any of the details are incorrect please contact the Administrator immediately. Certification of cover This document certifies that in accordance with the authorisation granted under Contract between Citymain Administrators Ltd and us, and in return for payment of the premium we agree to insure you in accordance with the terms and conditions contained in this document. We authorise Citymain Administrators to sign and issue this document on our behalf. Signed on behalf of the insurer by Mr C Whitehair Director Citymain Administrators Ltd About your insurance This insurance is offered to you at the time of purchasing your mobile device by: A1Comms trading as Phones.co.uk a company registered in England and Wales under company number The insurance is underwritten by: AmTrust International Underwriters Limited which is a regulated insurance company based in Dublin, Ireland and are part of, the A.M. Best rating 'A' (Excellent), AmTrust Group. The registered office and business address of AmTrust International Underwriters Limited (registered office number ) is at 40 Westland Row, Dublin 2, Ireland. AmTrust International Underwriters Limited is regulated by the Central Bank of Ireland. AmTrust International Underwriters Limited is regulated for the conduct of business in the UK under the Financial Conduct Authority Ref. No Details about the extent of this regulation is available from AmTrust on request. Your policy is administered by: Citymain Administrators Limited, Enterprise House, Isambard Brunel Road, Portsmouth, PO1 2RX, which is authorised and regulated by the Financial Conduct Authority under registration number You can visit the FCA website, which includes a register of all regulated firms, at or by contacting them on Introduction This insurance policy provides insurance for your mobile device whilst your policy is in force subject to the terms, conditions, and limitations shown below. Period of Cover You have purchased a monthly contract, your insurance starts at the time of purchase and lasts for a period of 1 month. The first months insurance is offered for free. It will then continue for further monthly periods provided you continue to pay your monthly premiums as they become due. The monthly premium you pay is as confirmed at the time of purchase and will be collected by the Administrators monthly in advance by direct debit. The maximum overall period of cover cannot exceed five years from the initial purchase date. 2

3 DEFINITIONS The words and phrases defined below have the same meaning wherever they appear in your policy document and are shown in bold italics throughout. Accidental damage means the sudden and unforeseen accidental damage to your mobile device not otherwise specifically excluded under this policy. Administrator means Citymain Administrators Limited, Enterprise House, Isambard Brunel Road, Portsmouth, PO1 2RX. Tel No: (local rate call). Breakdown means the internal failure or burning out of any part of your mobile device whilst in ordinary use arising from internal electronic, electrical or mechanical defects causing sudden stoppage of the function of your mobile device and necessitating immediate repair before it can resume normal operation. Immediate family means your spouse, partner, parents or your children who permanently reside with you at the address registered with us. Loss means that the mobile device has been accidentally lost by you and you are now permanently deprived of its use. Mobile Device means your mobile phone, including (including iphones) and tablets (including ipads) purchased by you from Phones.co.uk as evidenced by relevant proof of purchase or exchange. We provide cover to active mobile phones with a functioning SIM registered at your address in it at the time of loss; we will request your call records to prove that the phone was being used as a mobile phone at the time of loss. Theft means the unauthorised dishonest taking of the mobile device by a third party with the intention of permanently depriving you of it; as confirmed by a Police report. Theft claims must be accompanied by a valid Police crime reference, loss report or incident numbers will not be accepted in support of a theft claim. We, us, our means the insurer which is AmTrust International Underwriters Limited a company registered in Ireland Registered Office: 40 Westland Row, Dublin 2, Ireland. You, your, yourself means the person (aged 16 years or over), company or partnership who purchased the mobile device from Phones.co.uk which is covered by this policy. WHAT WE WILL COVER (subject to the cover selected and the exclusions shown later) Accidental Damage We will repair or replace your mobile device if it is damaged as a result of accidental damage, providing the mobile device is returned to us. 3

4 Breakdown We will repair or replace your mobile device if it suffers breakdown, providing the mobile device is returned to us. Please note that this cover only applies if the breakdown occurs outside the manufacturer s guarantee period. Loss In the event you accidentally lose your mobile device we will replace it (in respect of a valid loss claim). Theft In the event of theft of your mobile device we will replace it (in respect of a valid theft claim). Territorial Limits This insurance covers a mobile device bought and used in the UK but cover is extended to use anywhere in the world, for up to a maximum of 21 days, in any 12 month period. WHAT WE WILL NOT COVER Policy excess There is a policy excess applicable to your mobile device in respect of every claim (this is the amount you must contribute towards your mobile device that is subject to a claim). This excess must be paid if your claim has been approved. The excess amount applicable in respect of each mobile device covered under this policy is as follows: Value of the Mobile Device Excess for each and every claim for each and every claim for each and every claim for each and every claim Theft exclusions: We will not pay any claim: unless a Police crime reference number is provided in support of the theft. Lost property reports will not be accepted in support of a theft claim. where the mobile device has been stolen from any motor vehicle, unless the vehicle is locked and all protections are in operation and the mobile device is concealed out of sight so that forced and violent entry into the vehicle is required. Evidence of the thiefs damage to the vehicle must be provided with your claim; for theft of your mobile phone left unattended in a public place or a place to which the public has regular access where the mobile device has been stolen from any commercially registered vehicle; where the mobile device has been stolen from any premises unless force, resulting in damage to the premises, was used to gain entry or exit. A copy of the repairer s account for such damage must be supplied with any claim; General exclusions (applying to all cover provided under this policy): We will not pay for: any claim when the mobile device was in the possession of any third party (other than a member of your immediate family) at the time of the event giving rise to the claim any claim for malicious damage which was caused by you or your immediate family the VAT element of any claim if you are registered for VAT 4

5 any claim where the policy excess has not been paid. cost of any calls made from your mobile device. any theft or loss of or accidental damage to any equipment or accessories including but not limited to carrying cases, battery chargers, hands-free mounting kit, cameras, PCIMA cards or external antennae. any routine maintenance, adjustment, modification or servicing. loss, theft or damage to SIM or memory cards in isolation (unless it accompanies a valid claim for your mobile device) any other costs that are indirectly caused by the event which led to your claim, unless specifically stated in this Certificate. any kind of damage whatsoever unless the damaged mobile device is provided for repair. cosmetic damage only to the mobile device that has no effect on the devices functionality, to include, for example, marring, scratching and denting any software or firmware failures damage or destruction caused by, contributed to or arising from: o wear and tear or gradual deterioration of performance o using the mobile device for purposes other than those in the users manual any claim resulting from war, invasion, acts of foreign enemies, hostilities (whether war be declared or not), civil war, rebellion, revolution, insurrection, military or usurped power, riot or civil commotion, terrorist activity of any kind. any claim resulting from ionising radiation or contamination by radioactivity from any nuclear fuel or from any nuclear waste from the combustion of nuclear fuel. any damage directly occasioned by pressure waves caused by an aircraft and other aerial devices travelling at sonic or supersonic speeds. any breakdown that occurs during manufacturer s warranty period. Caused by placing or using the mobile device in a location or environment that is not in accordance with the manufacturers instruction. CONDITIONS AND LIMITATIONS Claims Procedures (failure to observe these may invalidate your claim) In the event of any incident likely to give rise to making a claim, you must: notify the Administrator on (local rate call) as soon as reasonably possible following the discovery of the incident (or in the event of the incident occurring outside of the United Kingdom, as soon as reasonably possible following your return to the United Kingdom). Exceptional circumstances causing your delay in reporting your claim and where there is no additional loss to us may be considered. report the theft or loss of your mobile device to your network provider as soon as reasonably possible following the discovery of the incident so they can blacklist your mobile device report the theft or loss of your mobile device to the Police as soon as reasonably possible following the discovery of the incident and obtain a crime reference number in support of a theft claim and a lost property number in support of an loss claim and a copy of the police report. complete and return the claim form as provided by the Administrator within 30 days of you reporting the claim to us with any other requested documentation. Replacement Equipment In the event that your claim is authorised and your mobile device is replaced, we will replace it with an identical fully refurbished or new (where a refurbished item is not available) item. This is not a new for old insurance. Should this not be possible the Administrator will replace it with a fully refurbished or new mobile device (where a refurbished item is not available) of a comparable specification or the equivalent value. We will endeavour to replace your mobile device with the same colour or finish, however, where this is not possible or economical an alternative colour will be provided. 5

6 Where replacement equipment has been issued and the original mobile device is recovered, the original mobile device becomes our property and must be returned to the Administrator immediately. Please call the Administrator on (local rate call) and they will arrange for the item to be returned to them. Limit of Liability Our liability, in respect of any one claim, will be limited to the replacement cost of the mobile device being claimed for. Fraud We employ a dedicated team of fraud specialists. If any fraudulent or misleading claim is made or if any fraudulent or misleading means or devices are used under this insurance, you will not be allowed to continue with your claim and your policy will be cancelled. We and/or the Administrator will be entitled to instruct an investigation into your claim and recover any benefit paid and costs incurred as a result of any such fraudulent or misleading claim. We and/or the Administrator may also inform the police and/or any law enforcement agency about the circumstances of any fraudulent claims. We may also prosecute those who make fraudulent or misleading claims. English Law This Insurance shall be subject to English Law. POLICY CANCELLATION Cooling off period You may cancel the insurance within 14 days of receiving the insurance documents, should you decide the insurance is no longer appropriate or required. You will receive a full refund of any premium already paid provided that no claim has been made. Cancellation following the cooling off period You may cancel the insurance at any time by contacting the Administrators. If you cancel following the 14 day cooling-off period your cover will continue until the end of the period for which you have already paid. We may cancel this insurance by giving you at least 30 days written notice at your last known address. Reasons we may cancel the policy are, but not limited to: If we have reason to suspect you of fraud; Where we have been unable to collect a premium payment from you. In this case, we will contact you by after the first missed collection requesting payment of the premium. If we do not receive payment by the next collection date and the next payment is also missed, we will cancel your policy with immediate effect and send you an confirmation of the cancellation. If any of the above reasons should occur, we will write to you with our concerns and ask you to redress them. Where this redress does not happen, we will then issue cancellation. If we cancel cover under your policy then no further premium will be payable by you and you will continue to receive any benefits for a valid claim if your claim date was prior to the date the policy was cancelled. If not already cancelled, your policy will automatically cease upon its five year anniversary from the initial date of purchase. MID-TERM ADJUSTMENTS changing your mobile device or personal details Should you replace your existing mobile device whilst your insurance policy is in force, we will consider transferring the benefit of the insurance policy provided; the mobile device is under six months old and it remains within the same premium banding as your original mobile device. You must 6

7 advise the Administrator of the make and model and in the event of a claim you will need an official purchase invoice showing details of the new mobile device. NOTE: If your replacement mobile device is in a different banding to your original mobile device your premium and policy excess will change. If the event that any of your personal details change, such as address, or contact numbers, please ensure you advise the Administrator as soon as possible for your details to be updated. AUTOMATIC RENEWAL OF YOUR POLICY Your policy is a rolling monthly policy and therefore to ensure you maintain continuous cover under your policy it will automatically be renewed each month, unless you advise us otherwise and your monthly premium will be collected by the Administrator by direct debit. Please note: although this insurance is offered at the time of purchase of your mobile device, it is a separate contract and is not linked to the length of your mobile device contract. Therefore, should you decide to cancel your mobile device contract, either during the cooling off period or at the end of the contract term, it will not automatically cancel this insurance policy. You have the option of transferring the benefit of this insurance to another mobile device or to cancel this policy at any time, as stated under the Policy Cancellation section above. The maximum overall period of cover cannot exceed five years from the initial purchase date. WHAT TO DO IF YOU HAVE A COMPLAINT It is always the intention to provide you with a first class service. However, if you are not happy with the service, in the first instance, please write to the Customer Relations Manager of the Administrator. Their contact details are: FAO: Customer Relations Manager Citymain Administrators Ltd Enterprise House, Isambard Brunel Road, Portsmouth, PO1 2RX. Tel: (local rate call). customerrelations@citymain.com If you are not happy with the response or your complaint has not been resolved within eight weeks you have the right to ask the Financial Ombudsman Service to review your complaint: The Financial Ombudsman Service, Exchange Tower, London E14 9SR, United Kingdom. Telephone: (Switchboard). For calls outside of the UK, please call complaint.info@financial-ombudsman.org.uk. These procedures do not affect your legal rights. *Calls to this number are free if you are calling from a fixed line (e.g. a landline at home). If you are a mobile phone user, call free on FINANCIAL COMPENSATION You may be entitled to compensation from either the Financial Services Compensation Scheme (FSCS) in the UK if your insurer cannot meet its liabilities under this policy. The level of compensation provided will depend upon the circumstances of the claim. 7

8 Further information can be obtained from the Financial Services Compensation Scheme by writing to 10th Floor, Beaufort House, 15 St. Botolph Street, London EC3A 7QU or by phone on or or from their website at The level of compensation may depend on the circumstances of the claim. DATA PROTECTION 1998 When you apply for insurance and/or make a claim, you will be required to disclose relevant personal data about yourself to us and the Administrator or their agents, including data which is deemed "sensitive" under the Data Protection Act Your explicit consent to the processing of this data, which is required under the Data Protection Act 1998, will be requested at the time of purchase or when you make a claim. In assessing any claims made, we, or our associated companies or agents, may undertake checks against publicly available information (such as electoral roll, County Court Judgments, bankruptcy or repossessions). Please note that any information that you provide may be shared with other insurers, for the purpose of crime prevention. All information provided by you will be used by us and the Administrator and their agents and associated companies, other insurers, regulators, industry and public bodies (including the police) and agencies to process this insurance and handle claims relating to this insurance and prevent fraud. 8