Car Solutions Prospectus and Summary of Cover. What you need to know

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1 Car Solutions Prospectus and Summary of Cover What you need to know

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3 We recognise that you re probably more passionate about your car than you are about your car insurance. That s why we re here to make sure that you can enjoy your car. Here s three great reasons to buy Zurich Car Solutions Insurance Complimentary courtesy car 24-Hour Breakdown Assistance Optional No Claims Bonus Protection This prospectus has lots more details on all these benefits, and about the policy. As you d expect, some conditions apply, and full details are available on request. Just get in touch. Talk to your broker today. 3

4 Comprehensive cover Our car insurance cover is comprehensive, but not complicated. We offer you the levels of cover you re most likely to need such as: Uninsured Loss Recovery (up to 100,000) and access to 24 hour motoring legal advice 24hr Roadside Breakdown cover so you re never stranded* No reduction in your No Claim Discount if you re hit by an uninsured driver We ll keep you on the road with a Courtesy Car during accident repairs via our approved repairer Plus If you need more space, we can arrange a large size Courtesy Car at a special rental rate We let you retain your Courtesy Car for 4 days after a write-off to keep you mobile 250 in-car personal effects cover If you have an accident, and have a child seat in the car, we automatically replace it, whether it is directly damaged or not Conditions apply. *Zurich Motoring Assistance & Rescue Service is provided by Green Flag Limited and underwritten by UK Insurance Limited. Green Flag Motoring Assistance covers the vehicle while other organisations may cover the individual. 4

5 Our car insurance cover is comprehensive, but not complicated 5

6 Need a little more? Extend your cover For even greater peace of mind, we offer three additional levels of cover plus an all-options discount. Option 1: Home-Call Breakdown Service This service gives you the added security of breakdown cover within a quarter mile radius of your home. In fact, right on your doorstep! Option 2: Nationwide Breakdown Recovery Service Our standard cover plus if you travel widely in the UK, this option also gives you recovery of your car, driver and up to seven passengers to anywhere in the UK, plus a chauffeur if you re taken ill and there s nobody else to drive home. Option 3: European Breakdown and Accident Assistance If you are likely to take your car to the EU in the next year, this option delivers extra year-round protection at a competitive price, no matter how many times you take your car into continental Europe. All option discount: If you choose all three options, you ll get an even bigger discounted rate 6

7 To take out a policy please contact your Broker You want great service, but you also want great value for money. At Zurich, we recognise the importance of all our staff thinking customer first, last and always. 7

8 Summary of cover Important you should read this What cover do I have? Your Zurich Insurance plc Car Solutions policy will cover you for any damage to your vehicle (sustained in an accident, by malicious damage, fire, theft or attempted theft). In addition if you are involved in an accident you are covered for damage you cause to other people s vehicles or property or for injuries they sustain. Your policy is governed by the law that applies to where you reside within the United Kingdom, Channel Islands or Isle of Man. If there is any disagreement about which law applies, English law will apply, in which case you agree to submit to the exclusive jurisdiction of the courts in England and Wales. Unless agreed otherwise, we will communicate to you in English. How long is it for? Your policy cover will normally run for 12 months unless you or we choose to cancel. This leaflet provides a summary of the significant features, benefits and limitations of the cover provided by the Zurich Insurance plc Car Solutions Insurance policy. The full terms, conditions and exclusions are shown in the policy document. A copy of the policy is available on request. 8

9 Standard Cover Features and Benefits Damage caused to your car by accident or malicious damage Legal liability to Third Parties Driving other cars Loss or damage to insured car by Fire or Theft New Car Replacement Entertainment, communication, navigation and other electronic equipment up to 500 (unlimited if fitted by vehicle manufacturer as standard for the insured car) Replacement locks following loss or theft of keys up to 500 Personal effects in the insured car up to 250 Exclusions or Limitations Refer to section How much must I pay if I have a claim. Property damage is limited to 20 million plus a further 5 million for legal expenses. Death, injury or damage to property resulting from terrorism is excluded except as necessary to meet the requirements of the Road Traffic Acts. Only if included on certificate of insurance. Cover is limited to Third Party only while you are driving another car not belonging or hired to you. Valid separate Road Traffic Act insurance must be in force for other vehicle. No cover if keys left in or on car; car is unoccupied and not locked; or unoccupied and left with engine running. The cost of repairs must exceed 60% of the manufacturers retail price during the first year of registration as new. The equipment must be permanently fitted to your car or only work when connected to a car s electrical system. No cover for items stolen left in plain sight or from unlocked car or for money (including cash/debit cards) or business goods and tools. Policy Section Reference Section 5 Section 1 Section 2 Section 4 Section 6 Sections 4, 5 Section 5 Section 9 Child s car seat Limit any one claim 150. Section 9 9

10 Standard Cover Features and Benefits Medical and vets expenses up to 200 per person or pet Personal Accident benefits up to 10,000 per person Windscreen/sunroof repair or replacement Free foreign use up to 60 days in any one trip Courtesy car if insured car being repaired following accident, fire or theft Uninsured Loss Recovery and Legal Expenses (up to 100,000) Breakdown Assistance and Recovery Exclusions or Limitations Cover for maximum of two pets for any one claim. Only available to insured or member of family living with them. Refer to section How much must I pay if I have a claim. Applies to European Union and associated countries only. Only available from Zurich approved repairer. All courtesy cars are Group A vehicles (e.g. small hatchback) with a manual gearbox. Available only in the UK. No cover if breakdown occurs less than 1/4 mile from home. Policy Section Reference Section 11 Section 10 Section 13 Section 14 Zuricare Assistance Booklet Part B Part C Optional Additional Cover Features and Benefits Exclusions or Limitations Policy Section Reference Protected No Claim Discount (only available if you have 4 years NCD or more) *Home-Call Breakdown Service Nationwide Breakdown Recovery Service European Breakdown and Accident Assistance 2 claims in 5 years without loss of No Claim Discount. Breakdown must occur at or less than 1/4 mile from your home. No cover if breakdown occurs less than 1/4 mile from home. Endt 11 Part D Part E Part F * Home-Call is part of the standard cover under the Solutions Plus Policy 10

11 Claim Settlement Unless required by a vehicle warranty we may use parts which are not made or supplied by the vehicle maker when we repair your car. They will be of equal quality to the parts being replaced. If your car is damaged beyond economical repair or stolen and not recovered we will keep your policy in force for 42 days from the date we settle your claim to enable you to find a replacement vehicle. We will cancel the policy after this time with no refund of premium if you have not advised any new vehicle details to us. How much must I pay if I have a claim? Accidental damage When the vehicle is not being driven 100* When the vehicle is being driven; Driver aged 25 or over who has held a full UK driving licence for at least 12 months 100* An additional deduction will apply as below when the driver is: Aged under 21 years of age 350 Aged years of age 250 Aged 25 or over who has not held a full UK driving licence for 12 months 150 * This amount may vary: due to specific deductions for type of car where a higher voluntary deduction has been selected. Fire, theft or attempted theft (unless loss or damage occurs while car is in your garage) 100 Windscreen/windows/sunroof Replaced (using approved repairer) 60 Replaced (not using approved repairer) 100 The maximum we will pay for any one claim after the 100 deduction is 150. Repaired (any repairer) Nil 11

12 How do I make a claim? You should contact us on the following numbers if you wish to report a claim or accident: In the United Kingdom claim or accident replacing/repairing glass In Europe claim or accident How do I make a complaint? We value the opportunity to investigate concerns you may have about our service. We are committed to handling complaints fairly, thoroughly and promptly. Firstly, if you have a complaint about your policy or a claim, you should contact the insurance adviser who arranged the policy for you. If they are not able to resolve your complaint, you can contact us direct. If your complaint is about your policy please call us on the 0870 number printed on your welcome letter or renewal letter. If your complaint is about a claim, please call us on The Financial Ombudsman Service (FOS) If we are unable to resolve your complaint to your satisfaction within eight weeks, or if you remain dissatisfied following receipt of our final response letter, you can ask the FOS to formally review your case. You must contact the FOS within six months of our final response. The FOS contact details are as follows: Financial Ombudsman Service South Quay Plaza 183 Marsh Wall London E14 9SR You can telephone for free on: for people phoning from a fixed line (for example, a landline at home) for mobile-phone users who pay a monthly charge for calls to numbers starting 01 or 02 Or complaint.info@financialombudsman.org.uk This is a free and impartial service and will not affect your legal rights. You are entitled to contact the FOS at any stage of your complaint. If you prefer you may write to us at the address shown on your welcome or renewal letter. 12

13 Can I receive compensation if Zurich cannot meet its obligations to me? We are covered by the Financial Services Compensation Scheme (FSCS). You may be entitled to compensation should we be unable to meet our obligations. Further information is available on or you may contact the FSCS on If I take out cover but then change my mind can I get my premium refunded? If you decide that you do not want to accept the policy (or any future renewal of the policy by us), please surrender the Certificate of Insurance to us or your insurance advisor using the contact details provided on the covering letter within 14 days of receiving it (or for renewals, within 14 days of your policy renewal date). We will only charge you on a pro rata basis for the time we have been on cover subject to a minimum premium of 20 (excluding insurance premium tax). The balance of the premium will be returned to you when you have surrendered your certificate but there will be no refund where you are cancelling the policy following a claim where the vehicle is a total loss and not being replaced. Can I cancel the policy at any other time? You may cancel the policy at any time by telling us, either in writing or over the phone. We may cancel the policy by giving you seven days written notice to your last known address. We will give you a refund in proportion to the time left until your current period of insurance is due to run out. We will add 50 to your time on risk premium if you cancel your policy within the first year. We will not pay a refund if we have paid a claim or one is outstanding at the time you cancel your policy. By law, you must surrender the certificate of motor insurance to us. Please see Condition 5 of the policy for full details of all cancellation conditions and charges. Green Flag If you have purchased additional Zurich Breakdown cover and you cancel this cover more than 14 days after receiving the policy, independently to your policy, there will be no refund. 13

14 Our Motor Customer Charter Quality You can be confident in our Zurich approved repairer network that guarantees bodywork repairs for three years. As a bonus we ll even collect and return your car, if you use our Zurich approved repairer network. What is? Zurich HelpPoint is a service promise which articulates the many ways we deliver for our customers when it really matters. This promise is underpinned by Zurich s wholehearted commitment to deliver its products and services consistently and reliably in ways you need most. Zurich HelpPoint has 5 key principles: 1. Help and guidance when you really need it. From producing our policy documents in plain language, to advising how to make a claim, we ll be there to help you in your world. 2. Quality products that include many benefits that will be valued by you, so you can depend on them to meet your needs. 3. A Fast and efficient claims service that is focused on getting your life, your family and your business back to normal as soon as possible, with minimal disruption. 4. Operating in a Fair manner which at all times puts you at the heart of everything we do, to make you feel taken care of and treated as an individual. 5. Being Easy and convenient to deal with, to make your life simpler. Welcome to Fast Fair Easy Quality Easy While your vehicle is being repaired by our approved repairer network, you ll need to be able to get around. So, our approved repairer will deliver you a courtesy car and collect it again when your car is ready. If your brand new car is written off within 12 months of its first registration we ll supply you with another brand new car just like the one you had. Not knowing what s going on can be really unsettling if you re making an insurance claim. That s why we always keep you up-to-date with key developments on your claim. If you have an accident, and have a child seat in the car, we automatically replace it, whether it is directly damaged or not. Whether you re caught up in an emergency situation or simply juggling family, career and a busy schedule, we ll make sure you can contact us easily by phone, mail or (24/7 for emergency assistance or accident reporting). Please refer to your policy or Zurich HelpPoint Assistance booklet for information on the cover provided. 14

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16 PL6/ ( ) (10/11) RRD Zurich Insurance plc A public limited company incorporated in Ireland. Registration No Registered Office: Zurich House, Ballsbridge Park, Dublin 4, Ireland. UK Branch registered in England and Wales Registration No. BR7985. UK Branch Head Office: The Zurich Centre, 3000 Parkway, Whiteley, Fareham, Hampshire PO15 7JZ. Zurich Insurance plc is authorised by the Central Bank of Ireland and subject to limited regulation by the Financial Services Authority. Details about the extent of our regulation by the Financial Services Authority are available from us on request. FSA Registration No These details can be checked on the FSA s register by visiting their website or by contacting them on Zurich Motoring Assistance & Rescue Service is provided by Green Flag Limited and is underwritten by UK Insurance Limited. UK Insurance Limited is a private limited company incorporated in the United Kingdom under the number Registered Office: The Wharf, Neville Street, Leeds, LS1 4AZ. UK Insurance Limited are authorised and regulated by the Financial Services Authority. These details can be checked by visiting the Financial Services Authority s website which is or they can be contacted on Communications may be monitored or recorded to improve our service and for security and regulatory purposes. Copyright Zurich Insurance plc All rights reserved. Reproduction, adaptation, or translation without prior written permission is prohibited except as allowed under copyright laws. The pulp used in the manufacture of this paper is from renewable timber produced on a fully sustainable basis. The pulp used in the manufacture of this paper is bleached without the use of chlorine gas (ECF Elemental Chlorine Free). The paper is suitable for recycling.