Woolworths Car Insurance. Combined Product Disclosure Statement and Financial Services Guide

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1 Woolworths Car Insurance Combined Product Disclosure Statement and Financial Services Guide

2 This Combined Product Disclosure Statement and Financial Services Guide, incorporating the policy wording, was prepared on 23 July The Hollard Insurance Company Pty Ltd ABN AFSL no (Hollard) has sole responsibility for the Product Disclosure Statement, the cover provided under the policy, policy administration and the assessment and payment of claims.

3 Table of contents Page Part A: Product Disclosure Statement (PDS) 2 Welcome to Woolworths Insurance 2 Your Woolworths Car Insurance Policy 2 Product Disclosure Statement 2 Certificate of Insurance 3 Definitions 3 Duty of Disclosure 6 Our 3 types of Cover 7 1. Comprehensive Cover 7 Comprehensive Cover Drive Less Pay Less option 8 2. Third Party Property Damage Cover 9 3. Make your own Tailored Cover 11 Your Included Benefits 13 Your Optional Extras 17 The value you can insure your Car for 19 What is not covered under your policy 19 What you pay 22 Cooling off period 22 Key obligations and responsibilities 23 Making a Claim 25 Excess(es) 28 Changing, cancelling or renewing your policy 30 If you have a complaint 32 Governing law and jurisdiction 32 How we protect your privacy 33 Financial Claims Scheme 34 The General Insurance Code of Practice 34 Part B: Financial Services Guide (FSG) 35 How to contact us 38 1

4 Part A: Product Disclosure Statement (PDS) Welcome to Woolworths Car Insurance Woolworths has always believed in providing customers with great value for money. That s why Woolworths Car insurance is competitively priced with flexible options that can be tailored to suit your needs. You can feel safe in the knowledge that Woolworths Car Insurance is underwritten by an insurer authorised under the Insurance Act and regulated by the Australian Prudential Regulation Authority. Your Woolworths Car Insurance Policy Where we have agreed to enter into a policy with you, we will insure you for accidental loss or damage caused by one or more of the covered Events applicable to you which occurs during the Period of insurance. In order to receive this cover you must pay in full and on time (as advised by us to you) any premiums due. This cover is subject to the terms and conditions of your policy as set out in this Product Disclosure Statement (PDS) and the accompanying Certificate of Insurance. Your policy is made up of the following policy documents: Product Disclosure Statement (PDS) This PDS is designed to help you decide if the cover provided is right for you. It describes the main features and benefits and sets out the policy terms and conditions of Woolworths Car Insurance. This PDS is issued by the insurer, Hollard who has sole responsibility for this PDS, policy issuance, and the assessment and payment of claims. It is important to note that any advice which Hollard may provide is general only and does not take into account your individual circumstances. You should consider whether this product is right for you. In this PDS, some words or expressions have a special meaning. They normally begin with capital letters and their meaning is explained in the definitions section (pages 3 5) of this PDS. From time to time and where permitted by law, we may change parts of the policy. If we do so, any updates which are not materially adverse to you from the point of view of a reasonable person deciding whether to buy this insurance, may be found on the Woolworths Insurance website at woolworths.com.au/insurance Should you wish to receive a paper copy of the latest PDS please do not hesitate to contact our Customer Care Specialists on and they will send you a copy free of charge. 2

5 Should we substantially amend this PDS, we will issue you a Supplementary Product Disclosure Statement (SPDS) which will provide details of these amendments. Certificate of Insurance When you take out Woolworths Car Insurance, including on any renewal, you will be issued with a Certificate of Insurance. It will show (amongst other things), the Car insured, limits insured and Excesses (where not identified in other policy documents), the premium, the covers applicable to you and the specific terms and conditions that apply to your cover. These may vary the standard terms and conditions of this PDS or any SPDS depending on your specific circumstances. You need to carefully read these documents together to understand the cover and your obligations. Please keep your policy documents in a safe place for future reference. Before buying the policy you need to be aware of your obligations to us under the terms of the policy, such as the need to comply with your Duty of Disclosure and not mislead us (See in particular Key Obligations and Responsibilities pages 23 25). If you fail to comply with your obligations to us, we may refuse to pay or reduce a claim, and/or we may cancel your policy, subject to relevant law. Definitions In this PDS some words or expressions have a special meaning. Accessory means an accessory that is added to your Car that does not enhance its performance and is not supplied as standard equipment with the Car. Accident means a mishap or series of mishaps involving your Car that is/are unintentional and unexpected and arise/s from a single Event. Accidental damage means damage resulting from an Accident. Agreed value means the amount we agree to insure your Car for during the Period of insurance. This amount will be shown on your Certificate of Insurance, where applicable. 3

6 Business use means that your Car is either registered for business use or is used for income earning purposes as part of your full time, part time or casual business and/or employment. Car means the registered car shown on your Certificate of Insurance and includes the manufacturer s standard Accessories and tools, together with any other Accessories and optional extras fitted to your car that you have told us about and that we have agreed to insure and have listed on your Certificate of Insurance. Car and vehicle have exactly the same meaning, unless stated otherwise. Caravan means a registered caravan that is not motorised and is designed to be towed by a Car. Certificate of Insurance is the document we send you that provides your personal and Car insurance details and any variations to the standard terms and conditions of this PDS. It forms part of your contract with us and should be read with your other policy documents. Driver means the person driving your Car. Event means a single occurrence resulting in loss or damage. Any series of events consequent upon or attributable to one source or originating cause, including continuous or repeated exposure to substantially the same general conditions, are deemed to be one event. Excess(es) means the amount(s) you are required to pay or bear yourself when you make a claim under your policy. The policy excesses are detailed in the PDS (see page 28) and are also shown on your Certificate of Insurance. In the event of a claim you may be required to pay more than one excess. Kilometre cover range means your insured starting and ending kilometre range as shown on your Certificate of Insurance, where applicable. Market value means the reasonable market-related value or our assessment of what the general market would pay for your Car. It takes into account the age, make, model, condition and kilometres travelled by your Car immediately before the Event giving rise to the claim. 4

7 The market value may be subject to a limit, which if applicable will be shown on your Certificate of Insurance. Off-road means four wheel driving, trail driving, sand dune driving or some other driving activity of a similar nature that is conducted away from a public, prepared or graded private road. On road costs means transfer fees, stamp duties and dealer delivery costs. Period of insurance means the period of your policy with us, which starts at the date and time we tell you the policy is entered into (recorded on the Certificate of Insurance) and continuing, unless ending sooner in accordance with the policy or relevant law, until the expiry date and time specified in the Certificate of Insurance. If the policy is cancelled, the period of insurance terminates when the cancellation becomes effective. Private use means social, domestic and pleasure purposes including travelling between home and place of work. It does not include Business use. Terrorism means any act which may or may not involve the use of, or threat of, force or violence where the purpose of the act is to further a political, religious, ideological aim or to intimidate or influence a government (whether lawfully constituted or not) or any section of the public. Total loss means that the damage sustained to your Car in our opinion renders the Car unsafe or uneconomical for us to repair when compared to the relevant Market or Agreed value shown as applicable on your Certificate of Insurance or that your Car has been stolen and not recovered. Trailer means a registered trailer that is not motorised and is designed to be towed by a Car. we, us or our means The Hollard Insurance Company Pty Ltd. you, your means the person(s) named on the Certificate of Insurance as the insured. 5

8 Duty of Disclosure Before or at the time you enter into your policy with us, the Insurance Contracts Act 1984 (The Act) requires you to provide us with the information we need to enable us to decide whether and on what terms your application for insurance is acceptable and to calculate how much premium is required for your policy. The Act imposes a different duty the first time you enter into the policy with us to that which applies when you renew, vary, extend, reinstate or replace the policy. We set these two duties out below. Your Duty of Disclosure when you enter into the policy with us for the first time You will be asked various questions when you first apply for your policy and when you answer you need to: give us honest and complete answers; tell us everything that you know; and tell us everything that a reasonable person in the circumstances could be expected to tell us. You need to tell us if your answers change before the policy is entered into. Your Duty of Disclosure when you renew, vary, extend, reinstate or replace the policy When you renew, vary, extend, reinstate or replace your policy, your duty is to tell us before the renewal, variation, extension, reinstatement or replacement is made, every matter which you know; or a reasonable person in the circumstances could be expected to know, that is relevant to our decision whether to insure you and whether any special conditions need to apply to your policy. What you do not need to tell us for either duty You do not need to tell us about any matter that: diminishes our risk; is of common knowledge; we know or should know as an insurer; or we tell you we do not need to know. What happens if you do not comply? If you do not comply with your Duty of Disclosure we may cancel the policy and/ or reduce the amount we pay if you make a claim. If fraud is involved, we may treat the policy as if it never existed, and pay nothing. 6

9 Who do the above obligations apply to? The obligations apply to you and everyone that is an insured under your policy. If you provide information for another insured you represent to us you have authority from them to do so and it is as if they provided it to us. Our 3 types of cover We know that there s no such thing as a one size fits all policy. That s why we offer 3 different types of cover. 1. Comprehensive Cover (page 7) Comprehensive Cover Drive Less Pay Less option (page 8) 2. Third Party Property Damage Cover (page 9) 3. Make your own Tailored Cover (page 11) Comprehensive Cover As the name suggests, this is the broadest cover we provide. Where this cover option applies we will cover you, subject to any relevant Excess(es) and the other terms and conditions of your policy, for accidental loss of or damage (including theft) to your Car which occurs during the Period of insurance. This includes cover for the Events covered under the Fire, Theft and Malicious Damage, Collision and Natural Events covers as set out in the Make your own Tailored Cover option (see page 11). We will list all of these covers as applicable on the Certificate of Insurance if you have Comprehensive Cover. We will at our option: repair your Car if it is in our opinion economical for us to repair; pay you the reasonable cost of repairing your Car; replace your Car; or pay you up to the Agreed or Market value or other applicable limits as shown on your Certificate of Insurance. This also covers you for Third Party Property Damage (page 9), excluding the Uninsured Motorist Extension Included Benefit (page 16) Any Optional Extras shown as applicable on your Certificate of Insurance (see pages 17 to 18) 7

10 Comprehensive Cover Drive Less Pay Less option The Drive Less Pay Less option is an innovative optional feature of our Comprehensive Cover. It allows selected customers to save money on their premium by agreeing to a maximum kilometre driving range that will not be exceeded during the Period of insurance. Think of it as an added reward for customers who drive less frequently. Who is eligible for the Drive Less Pay Less option? Customers who indicate that they are low kilometre Drivers are more likely to be eligible. We tell you if you are eligible when you apply. When does this option apply? In order to get this option you need to be eligible, actively select it and have it shown as applicable on your Certificate of Insurance. What other terms and conditions apply? In addition to the other terms and conditions of your Comprehensive Cover, the following terms and conditions apply to the Drive Less Pay Less option: Agreed kilometre range Your choice of kilometre range is valid for the Period of insurance. An Excess for exceeding your kilometre range If, at the time of an Accident giving rise to loss or damage (including theft), your Car s odometer reading is above the agreed kilometre range as shown on your Certificate of Insurance, an Exceeding kilometre range Excess will apply. This Excess is shown on your Certificate of Insurance. Increasing your agreed kilometre range If you believe you will exceed your agreed kilometre range before the Period of insurance ends and do not want the Exceeding kilometre range Excess to apply to your cover, you need to apply (before you exceed your kilometre range) to increase your kilometre range by calling us on If we agree to vary your policy to include the increased kilometre range, an additional premium may need to be paid. We may, in our absolute discretion, not agree to any variation so it is important that you carefully consider how many kilometres you will need for the Period of insurance when you apply. Reducing your agreed kilometre range You may not reduce the kilometre range within the Period of insurance once cover has commenced. On each offered renewal of your policy, you have the option of changing the kilometre range for the next policy period. 8

11 No refunds If at the expiry of your Period of insurance you have not reached the limit of the kilometre range purchased, your unused kilometres will not be refunded or carried over to the renewed policy. If you cancel your Drive Less Pay Less option mid-term after the cooling off period, you are not entitled to a premium refund for any unused kilometres. What are your obligations? 1. Ensure you have adequate kilometres remaining. You are solely responsible for ensuring that the kilometre range purchased by you is adequate for your Car usage during the Period of insurance and for keeping track of whether the kilometre range you have purchased has or has not been exhausted. It may help if you regularly check your odometer reading in line with your kilometre range. 2. Provide a valid odometer reading. In order to provide an effective claims assessment process for the Drive Less Pay Less option we require you to provide your odometer reading at the commencement of your policy (and if requested, at any subsequent renewal date) and at the point of any claim lodgement. We reserve the right to verify the odometer reading you provide. We may do this by inspecting your Car or you may have to take your Car to an agent specified by us. Alternatively, we may require that you provide us with documentation such as your Car s service records or registration inspection certificate. It is important to note that we will not pay any claim where your Car s odometer has been replaced or been manipulated to alter the odometer reading, or where your Car s odometer is inoperative and you have failed to have it repaired. Third Party Property Damage Cover Where this cover option is shown on your Certificate of Insurance as applicable we will cover you, subject to any relevant Excess(es) and the terms and conditions of your policy, for your legal liability to pay compensation for loss or damage to someone else s property where the: loss or damage results from an Accident during the Period of insurance and is your fault; and legal liability has arisen out of the use of your Car, a substitute Car or from any Trailer or Caravan attached to your Car at the time of the Accident. 9

12 This cover includes cover for liability caused by: any person who is driving, using or in charge of your Car with your permission; any passenger getting into or out of your Car; or your principal, partner or employer arising out of the use of your Car. We will also pay legal costs and expenses to defend any proceedings arising from your legal liability for accidental loss or damage covered by your policy, provided that we have first approved these costs and expenses. The most that we will pay for legal liability arising directly or indirectly from an Accident is $20 million. This amount includes all legal costs and expenses covered by the policy. What is not covered under this Third Party Property Damage Cover We do not cover: legal costs required to defend either criminal acts or fines for breaches of road traffic statutes; damage to property belonging to you, any family member, or any person who normally resides with you; damage to property in the care, custody or control of you or any other person covered by this policy; any fines, penalties or awards imposed by law or liquidated damages or punitive, aggravated, exemplary damages and any additional damages resulting from the multiplication of compensatory damages; your legal liability under any agreement or contract you, or any covered person enter into, unless you or they would have been liable despite the agreement or contract; or your liability if you have agreed to or accepted legal liability without our agreement first. Are there any Included Benefits in this cover option? Third Party Property Damage includes the Uninsured Motorist Extension Benefit and the Substitute Car Third Party Property Damage Benefit (page 16). Can I take out any Optional Extras if I have chosen Third Party Property Damage Cover? Roadside Assistance is available as an Optional Extra (page 18). 10

13 Make your own Tailored Cover You may want more than the basic Third Party Property Damage Cover but not the full breadth of protection that our Comprehensive Cover provides, so this option allows you to choose from the following cover combinations: a. Third Party Property Damage (page 9) plus Collision Cover (page 11); or b. Third Party Property Damage plus a minimum of any two of the following four possible defined Event covers: i. Fire Cover Damage to your Car as a result of fire. You are not covered where the fire is caused by the Events shown in the Theft and Malicious Damage, Collision or Natural Events Covers below. These Events are only covered if you take the relevant covers subject to their terms and conditions. ii. Theft and Malicious Damage Cover Damage to your Car as a result of theft, attempted theft or malicious damage. iii. Collision Cover Accidental damage to your Car when your Car hits, or is hit by, another vehicle, or some other object e.g. a tree branch, whether: the collision is your fault or not; you were driving the Car at the time or not (e.g. while the Car was parked). No cover is provided under Collision Cover where the collision is caused by the Events shown in the Fire, Theft and Malicious Damage or Natural Events Covers. Damage caused by these Events is only covered if you take the relevant covers subject to their terms and conditions. iv. Natural Events Cover Accidental damage caused by wind, storm, lightning, hail, bushfire, earthquake, tsunami, flood or any other damage caused by a natural weather Event. 11

14 For such defined Event claims, we will at our discretion, and subject to any relevant Excess(es) and your policy terms and conditions: repair your Car if it is in our opinion economical for us to repair; pay you the reasonable cost of repairing your Car; replace your Car; or pay you up to the Agreed or Market value or other applicable limits as shown on your Certificate of Insurance. Please note the covers detailed in Part b above are only applicable: if you have taken up the covers in addition to Third Party Property Damage Cover; if shown as covered on your Certificate of Insurance; subject to any relevant Excess(es) and the other terms and conditions of your policy; and where an insured Event listed in the cover as outlined above occurs during the Period of insurance. Can you add or remove covers once the cover has commenced? You can contact us to apply to add or remove covers at any time during the Period of insurance. Changes to your cover may affect your premium and the other covers provided to you. Any proposed changes to covers you wish to make are subject to acceptance at our absolute discretion. What Included Benefits are there with Make your own Tailored Cover? You are entitled to all of the Included Benefits, excluding Uninsured Motorist Extension Benefit, if you take up the Make your own Tailored Cover subject to their terms and conditions (see pages 13 16). What Optional Extras are eligible with Make your own Tailored Cover? See pages for the range of Optional Extras that can be selected. You are only covered for Optional Extras shown as applicable on your Certificate of Insurance. 12

15 Your Included Benefits If we accept a claim for loss of or damage to your Car under your policy as being covered (called a covered claim in the Included Benefits section), we will also pay the Included Benefits listed (see tables on pages 13 16) unless we say otherwise. Comprehensive* Third Party Property Damage New for Old Replacement of your Car 12 months Where there is a covered claim and your Car is declared by us to be a Total loss within 12 months of the start date of your Car s original registration we will, at our option, replace your Car with a new Car of the same or similar make, model or series and pay for the On road costs (excluding registration and Compulsory Third Party insurance) of the new Car. If we elect not to replace your Car, we will settle your claim by paying the Agreed or Market value of your Car, as shown on your Certificate of Insurance. We do not pay you any of the On road costs of a new Car. Towing Costs We will pay the reasonable costs incurred in removing your damaged Car to the nearest safe or secure place after a covered claim, if necessary. Trailer and Caravan Cover We will pay up to $1,000 for accidental loss or damage to any Trailer or Caravan if it was attached to your Car at the time of a covered claim. We do not cover property being carried in or on the Trailer or Caravan, or any Caravan or Trailer that is insured elsewhere. Essential Repairs We will pay up to $300 for essential repairs following a covered claim to restore your Car to a roadworthy and safe condition so that you may drive to your intended destination Make your own * Also applicable for the Comprehensive Drive Less Pay Less option.

16 Your Included Benefits Comprehensive* Third Party Property Damage Make your own Personal Property We will pay up to $500 in total for damage to personal property that belongs to you or a family member normally residing with you, if it is accidentally damaged or destroyed because of a covered claim. This benefit only covers damage to personal items (owned by you or your family members who normally reside with you), which are designed to be worn or carried, such as a handbag or sports-bag. We do not cover: items such as mobile phones, laptops, ipads, portable game machines, musical and photographic devices, equipment, tools and/or items or goods used in connection with any business, trade or occupation are excluded; cash or cheques; negotiable documents connected with any trade, business or occupation; property being carried in or on a Trailer or Caravan. Child Safety Seats and Prams We will pay up to $500 for the cost of replacing your child seats, baby capsules and prams, belonging to you or your family members who normally reside with you, which suffer damage because of a covered claim Emergency Travel and Accommodation Costs If, as a result of a covered claim, your Car cannot be driven and you are more than 200 kilometres from your home, we will pay up to $500 in total for necessary and reasonable: travel costs to return you and your family who were in your Car to your home; emergency accommodation for you and your family members who were in your Car. * Also applicable for the Comprehensive Drive Less Pay Less option. 3 3

17 Your Included Benefits Comprehensive* Third Party Property Damage Make your own Substitute Car - Third Party Property Damage Cover In the event your Car cannot be driven due to a covered claim and you are involved in an Accident while using an uninsured registered substitute car which you have legal use of, we will provide cover for Third Party Property Damage in relation to the substitute car while your Car is being repaired. This excludes incidents where the substitute car is the subject of a hire agreement or is owned by you. This benefit does not cover any loss of or damage to the substitute car. Locks and Keys If your Car keys are stolen during the Period of insurance, we will pay up to $1,000 for the cost of replacing the keys and/or recoding your Car s locks/key. This benefit is only payable if the theft has been reported to the police and the keys were not stolen by a family member, invitee or person who normally resides with you. Your basic policy Excess will apply to any claim submitted for this benefit. A claim for lock and keys can be accepted in the absence of a covered claim for loss of or damage to your Car Transit Cover We will pay for loss of or damage to your Car while it is being transported (including loading and unloading, and by road, rail, ship or air) between any places in Australia. We will also pay your contributions to any general average charges that you are obligated to pay where maritime conditions apply. * Also applicable for the Comprehensive Drive Less Pay Less option

18 Your Included Benefits Comprehensive* Third Party Property Damage Make your own Uninsured Motorist Extension Benefit If you only have Third Party Property Damage Cover and during the Period of insurance: your Car has been damaged in an Accident caused by another motorist; the motorist does not have insurance cover for damage caused to third party property; you satisfy us that you did not cause or contribute to the Accident; you are able to provide the name and address of the motorist or person who caused the Accident; and you are able to provide the registration number of the other Car involved, We will cover you for the following, up to $3,000 in total for: damage to your Car; essential repairs, being the reasonable costs incurred by you for essential repairs to restore your Car to a roadworthy and safe condition so that you may drive it to your intended destination; and towing, being the reasonable costs of removing your Car to the nearest safe or secure place, if necessary * Also applicable for the Comprehensive Drive Less Pay Less option.

19 Your Optional Extras Optional Extras only apply if you have chosen them and they are shown on your Certificate of Insurance. With the exception of Roadside Assistance, they only apply if we accept a claim for loss of or damage to your Car under your policy as being covered (called a covered claim in the Optional Extras section). Comprehensive* Third Party Property Damage Excess-free Windscreen Cover If the covered claim is only for windscreen glass breakage, we will pay the cost of replacing or repairing the front windscreen of your Car if it is accidentally broken. We will not apply the agreed Excess (as set out in your Certificate of Insurance) to the first such windscreen claim made in any one Period of insurance. This Optional Extra is not applicable where your covered claim includes damage to your Car which is in addition to the windscreen glass breakage. New for Old Replacement of your Car - 24 months Where there is a covered claim and your Car is declared by us to be a Total loss within 24 months of the start date of your Car s original registration, we will at our option, replace your Car with a new Car of the same or similar make, model or series and pay for the On road costs (excluding registration and Compulsory Third Party insurance) of the new Car. If we elect not to replace your Car, we will settle your claim by paying the Agreed or Market value of your Car, as shown on your Certificate of Insurance. We do not pay you any of the On road costs of a new Car Make your own * Also applicable for the Comprehensive Drive Less Pay Less option.

20 Your Optional Extras Comprehensive* Third Party Property Damage Make your own Hire Car Cover If, as a result of a covered claim, your Car is stolen, or off the road for repairs, we will organise a hire Car for you or, at our discretion, assist you with reclaiming the cost of hiring a similar Car. Hire Car Cover will: commence on o the date of the theft; or o the date of the Accident if your Car is not driveable; or o the date your Car is taken to the repairer in the case of an Accident where your Car is still driveable. cease when the Car is repaired or, in the case of a Total loss, when we pay your claim. If we assist you with the cost of hiring a Car, the Car must be hired from our choice of licensed Car hire company and you must pay for the hire Car first and submit a copy of the invoice to us for reimbursement. Our payment will be limited to the daily hire amount and the maximum hire period shown on your Certificate of Insurance Woolworths Roadside Assistance This is a dedicated Roadside Assistance service provided by International SOS (Australasia) Pty Ltd, which offers 24 hour emergency Roadside Assistance, 365 days a year, nationwide. This is a separate product to this insurance. By choosing this option you confirm that we do not provide these services and are not responsible or liable to you for any loss, damage or liability arising from or connected with them. Note that you will receive a copy of the terms and conditions if you purchase this Optional Extra, and you need to refer to these terms and conditions for details of the benefit. This service is also available in the absence of a covered claim for loss of or damage to your Car. * Also applicable for the Comprehensive Drive Less Pay Less option

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