Home Emergency Cover & Motor Breakdown Cover

Transcription

1 Philip Williams and Company Home Emergency Cover & Motor Breakdown Cover Policy Document

2 What is Home Emergency Solutions? Home Emergency Solutions is an assistance insurance policy that provides immediate assistance if the Insured has a home emergency. Home emergencies can be stressful and sometimes difficult to resolve, but Home Emergency Solutions provides peace of mind because if the unexpected happens at home and the event is covered by the policy we will be with you every step of the way to call out a suitably qualified contractor and meet the costs associated with this Cover is provided 24 hours a day, 365 days a year for: The contractor s call-out charge Labour up to 3 hours Parts and materials up to 150 Alternative accommodation up to 250 The maximum payable per claim is 1,000. Emergencies covered are: Breakdown of the Insured's main heating system Plumbing and drainage problems Damage to, or failure of the Insured's home s locks and windows which compromises the security of the Insured's home Breakage or failure of the sole toilet unit Loss of domestic power supply Lost keys Vermin infestation. Claims Procedure If you have an unforeseen emergency in the home, please contact us as soon as possible, providing us with your name, address, postcode, and the nature of the problem. We will record the Insured's details and decide on the best course of action to limit your loss and/or repair the damage. If the incident relates to an emergency covered under this policy, we will instruct a member of our emergency contractor network. Please note that poor weather conditions or remote locations may affect normal standards of service. If the Insured is claiming for Alternative Accommodation Costs our authority must be obtained to incur any costs before booking somewhere to stay. The Insured will have to pay for the accommodation when you check out and send the receipt to us to be reimbursed. It is important the Insured notifies us as soon as possible of any claim, and do not call out your own contractors as we will not pay their costs and it could stop your claim being covered. If the problem is not covered by this policy then we can still provide assistance but at own cost. This may also be an event covered by the Insured's main buildings and/or contents insurance and we will seek to advise accordingly. Please note that the Insured s must report any major emergency which could result in injury or serious damage to the home, to the Emergency Services or the company that supplies the service The Insured's call to us may be recorded for training and security purposes and will be answered as soon as possible. About ARAG and your insurer ARAG plc is part of the ARAG Group, one of the world leaders in specialist insurances. ARAG is actively assisting customers in Europe and the USA, generating a premium income of over 1.4 billion. ARAG is authorised to administer this insurance on behalf of Brit Insurance Limited who underwrite this policy. What happens if I change my mind after taking out the policy? The policy provides you with a 14 day reflection period in which to decide whether you wish to continue. Cancellation is fully explained in Condition 6 of the policy on page 6. What happens if the insurer cannot meet its liabilities? Brit Insurance Limited is covered by the Financial Services Compensation Scheme ( FSCS ). You may be entitled to compensation up to 90% of the cost of your claim in the unlikely event that the insurer cannot meet its obligations. Further information about compensation scheme arrangements is available from the FSCS. What happens if I have a complaint? We are committed to providing a first class service at all times. If, however, a complaint arises, then this should be addressed in the first instance to our service centre on the number that the Insured called to report the claim. If the matter remains unresolved, please send the details to The Customer Relations Department, ARAG plc, 9 Whiteladies Road, Clifton, Bristol BS8 1NN or customerrelations@arag.co.uk If the Insured remains dissatisfied, they may at no cost to themselves, ask the Financial Ombudsman Service to review the case provided that the complaint falls within its jurisdiction. The Financial Ombudsman Service can be contacted at: The Financial Ombudsman Service, South Quay Plaza, 183 Marsh Wall, London E14 9SR. Telephone or enquiries@financial-ombudsman.org.uk The Financial Ombudsman Service s decision is binding upon the insurer, but the Insured is free to reject it without affecting their legal rights. 2

3 HOME EMERGENCY SOLUTIONS Significant Features & Benefits Significant Exclusions and Limitations Where to find Significant Exclusions and Limitations in this policy The insurer will pay emergency costs up to the Limit of Indemnity for claims reported during the period of insurance for the insured events shown below. The claim must be reported to us immediately after the Insured first becomes aware of the Home Emergency. You always agree to use the Contractor nominated by us. Limit of Indemnity The insurer will pay the following: a) The contractor s call-out charge b) Labour up to 3 hours c) Parts and materials up to 150 d) Alternate accommodation costs up to 250. The maximum payable per claim is 1,000. YOUR POLICY COVER 2) 3) MEANING OF WORDS & TERMS 1 MAIN HEATING SYSTEM The total failure or complete breakdown of the main heating system in the Insured's home. 2 PLUMBING & DRAINAGE The sudden damage to, or blockage or breakage or flooding of, the drains or plumbing system likely to cause damage to the Insured's Home or its contents. 3 HOME SECURITY Damage to or the failure of external doors, windows or locks which compromises the security of the Insured's home. 4 TOILET UNIT Breakage to or mechanical failure of the toilet bowl or cistern resulting in the loss of function providing there is no other toilet in the Insured's home. 5 DOMESTIC POWER SUPPLY The failure of the domestic electricity or gas supply. 6 LOST KEYS The loss of the only available keys, if you cannot replace them, to gain access to the Insured's home. 7 VERMIN INFESTATION Vermin causing damage inside the Insured's home or a health risk to the Insured. A main heating system which is more than 15 years old and/or has not been serviced every twelve months Warm air, solar and un-vented heating systems or boilers with an output over 60 Kw/hr Blockage of supply or waste pipes due to freezing weather conditions. The interruption, failure or disconnection of the mains electricity, mains gas or mains water supply. Damage caused by gaining access to the home. WHAT IS NOT INSURED BY THIS POLICY 6) 7) WHAT IS NOT INSURED BY THIS POLICY 18) WHAT IS NOT INSURED BY THIS POLICY 9) WHAT IS NOT INSURED BY THIS POLICY 8b) 3

4 8 ALTERNATIVE ACCOMMODATION COSTS The Insured's overnight accommodation costs including transport there up to 250 (including VAT) following a home emergency which makes the home unsafe, insecure or uncomfortable to stay in over night. The Insured will have to settle the charges for accommodation and the insurer will reimburse the payment on our acceptance of the claim. Any claim where costs have been incurred before we accept a claim where the INSURED EVENT happens within the first 48 hours of cover if the Insured purchases this policy at a different date from any other related insurance policy where there is no one at home when the contractor arrives involving a pre-existing problem arising from any willful or negligent act or faulty workmanship (including any attempted repair or DIY) for making permanent repairs once the emergency situation has been resolved for damage that is caused by finding the cause of the Insured's claim and making the repair arising out of the failure to maintain any system or equipment or the replacement of parts that gradually sustain wear and tear over time relating to garages, outbuildings, boundary walls, fences, hedges, cess pits, fuel tanks or septic tanks where the property has been left unoccupied for more than 30 days consecutively covered by a manufacturer's, supplier's or installer's warranty. Home Emergency Solutions is available for homes located in the United Kingdom, Channel islands and the Isle of Man. WHAT IS NOT INSURED BY THIS POLICY 1) 2) 3) 4) 5) 8) 10) 11) 12) 13) MEANING OF WORDS & TERMS Home Home Emergency Solutions This policy is evidence of the contract between the Insured and the insurer. YOUR POLICY COVER Following an INSURED EVENT which results in a home emergency the insurer will pay emergency costs up to the limit of indemnity provided that: 1) the insurance premium has been paid 2) the claim is reported to us during the period of insurance immediately after the Insured first becomes aware of a home emergency 3) the Insured always agrees to use the contractor chosen by us. INSURED EVENTS 1 MAIN HEATING SYSTEM The total failure or complete breakdown of the main heating system in the Insured's home. 2 PLUMBING & DRAINAGE The sudden damage to, or blockage or breakage or flooding of, the drains or plumbing system likely to cause damage to the Insured's home or its contents. 3 HOME SECURITY Damage or the failure of external doors, windows or locks which compromises the security of the Insured's home. 4 TOILET UNIT Breakage or mechanical failure of the toilet bowl or cistern resulting in the loss of function providing there is no other toilet in the Insured's home. 5 DOMESTIC POWER SUPPLY The failure of the Insured's domestic electricity or gas supply in their home. 6 LOST KEYS The loss of the only available keys, if the Insured cannot replace them to gain access to their home. 7 VERMIN INFESTATION Vermin causing damage inside the home or a health risk to the Insured. 8 ALTERNATIVE ACCOMMODATION COSTS The Insured's overnight accommodation costs including transport to such accommodation following a home emergency which makes the home unsafe, insecure or uncomfortable to stay in overnight. 4

5 WHAT IS NOT INSURED BY THIS POLICY The Insured is not covered for any claim arising from or relating to:- 1) emergency costs which have been incurred before we accept a claim 2) an INSURED EVENT which happens within the first 48 hours of cover if the Insured purchase's this policy at a different date from any other related insurance policy 3) emergency costs where there is no one at home when the contractor arrives 4) any matter occurring prior to, or existing at the start of the policy, and which the Insured knew or ought reasonably to have known could give rise to a claim under this policy 5) any wilful or negligent act or omission or any third party interference or faulty workmanship (including any attempted repair or DIY) which does not comply with recognised industry standards or manufacturer s instructions 6) a central heating boiler which a) is more than 15 years old and/or b) has not been serviced every twelve months 7) Warm air, solar and un-vented heating systems or boilers with an output over 60 Kw/hr 8) the cost of making permanent repairs including any redecoration or making good the fabric of the home a) once the emergency situation has been resolved and/or b) arising from damage caused in the course of the repair or investigation of the cause of the INSURED EVENT or in gaining access to the Insured's home 9) the interruption, failure or disconnection of the mains electricity, mains gas or mains water supply 10) the failure to maintain any system or equipment or the replacement of parts that suffer wear and tear over time 11) garages, outbuildings, boundary walls, fences, hedges, cess pits, fuel tanks or septic tanks 12) the Insured's home being left unoccupied for more than 30 days consecutively 13) goods or materials covered by a manufacturer s, supplier s and installer s warranty 14) the failure of equipment or facilities which have not been installed, maintained or serviced in accordance with legal regulations or manufacturer s instructions, or which is caused by a design fault which makes them inadequate or unfit for use 15) a claim covered by another policy, or any claim that would have been covered by any other policy if this policy did not exist 16) subsidence, landslip or heave 17) a property that is not the Insured's main residence or that they rent or let out 18) blockage of supply or waste pipes to the home due to freezing weather conditions 19) a) ionising radiations or contamination by radioactivity from any nuclear fuel or from any nuclear waste from the combustion of nuclear fuel b) radioactive, toxic, explosive or other hazardous properties of any explosive nuclear assembly or nuclear component thereof c) war, invasion, act of foreign enemy hostilities (whether war is declared or not), civil war, rebellion, revolution, insurrection or military or usurped power d) pressure waves from aircrafts or other aerial devices travelling at sonic or supersonic speed e) any terrorist action (regardless of any other cause or event contributing concurrently or in any other sequence to the liability) or any action taken in controlling, preventing or suppressing terrorist action. If the insurer alleges that by reason of this exclusion any liability or loss is not covered by this policy, burden of proving the contrary shall be upon you. CONDITIONS WHICH APPLY TO THE WHOLE POLICY Failure to keep to any of these conditions may lead the insurer to cancelling this policy or refuse to pay a claim. The insurer also reserves the right to recover emergency costs from the Insured if this happens 1. The Insured's Responsibilities The Insured must a) observe and keep to the terms of the policy b) not do anything that hinders us or the contractor c) tell us immediately after first becoming aware of any home emergency d) tell us immediately of anything that may materially alter our assessment of the claim e) cooperate fully with the contractor and us f) provide us with everything we need to help us handle the claim g) take reasonable steps to recover emergency costs that the insurer pays and pay to the insurer all costs that are recovered should these be paid to the Insured h) minimise any emergency costs and try to prevent anything happening that may cause a claim i) allow the insurer at any time to take over and conduct in your name any claim, proceedings or investigation j) be able to prove that the main heating system is no more than fifteen years old and has been serviced every twelve months. 2. Our Consent We must give the Insured our consent to incur any emergency costs. The insurer does not accept any liability for emergency costs incurred without our consent. 3. Settlement The Insured must not settle the contractor's invoice or agree to pay emergency costs that they wish to claim for under this policy without our agreement Call out and labour costs When settling contractor's call out charge and labour costs, unless stated otherwise on the contractor's invoice we will determine that the call out charge covers the cost of the contractor attending the Insured's home and disallows any time spent diagnosing the fault which has caused the INSURED EVENT. Any inspection time that is required to trace, access or identify the cause of the INSURED EVENT will be settled on the basis that the time is charged as labour costs. 5

6 4. Arbitration If there is a dispute between the Insured and us about the handling of a claim, the Insured can make a complaint to us as described on page 7 of this policy and we will try to resolve the matter If we are unable to satisfy your concerns the Insured can ask the Financial Ombudsman Service to review the complaint. (See page 7 of this policy). 5. Fraudulent Claims If the Insured makes any claim under the policy which is fraudulent or false, the policy shall become void and all benefit under it will be forfeited including the premium. 6. Jurisdiction This policy will be governed by English Law. 7. Data Protection Act The Insured agrees that any information provided to us &/or the insurer regarding the Insured will be processed by us &/or the insurer, in compliance with the provisions of the Data Protection Act 1998,for the purpose of providing insurance and handling claims, if any, which may necessitate providing such information to third parties. 8. Contracts (Rights of Third Parties) Act 1999 A person who is not party to this contract has no right to enforce the terms and conditions of this policy under the Contracts (Rights of Third Parties) Act MEANING OF WORDS & TERMS Certain words and terms contained in this policy have been defined as they have the same meaning wherever they appear. Contractor The contractor or tradesman chosen by us to respond to the Insured's home emergency. Emergency costs a) Costs reasonably and properly charged by the contractor b) Alternative accommodation costs incurred under INSURED EVENT 8. Home Emergency A sudden unexpected event which clearly requires immediate action in order to: a) prevent damage or avoid further damage to the Insured's home, and/or b) render the home safe or secure, and/or c) restore the main services to the the Insured's home, and/or d) alleviate any health risk to the Insured. Home The Insured's principal private dwelling used for domestic purposes, only and situated within the United Kingdom, Channel Islands and the Isle of Man. Insurer Brit Insurance Limited Limit of Indemnity The insurer will pay the following: a) the contractor s call out charge b) contractor s labour up to 3hours. c) parts and materials, up to 150, and where necessary d) alternative accommodation up to 250. The maximum payable by the insurer is 1000 for all claims related by time or original cause. Period of Insurance The period we have agreed to cover the Insured for. Vermin Brown or black rats, house or field mice, and wasps or hornets nests. We/Us/Our ARAG plc (or appointed agents on its behalf) who is authorised under a binding authority agreement to administer this insurance on behalf of the insurer, Brit Insurance Limited. You/Your The Insured to whom this policy has been issued and anyone living in the home. ARAG plc Registered in England number Registered Office: 9 Whiteladies Road, Clifton, Bristol BS8 1NN. Brit Insurance Limited registered in England and Wales number Registered Office 55 Bishopsgate London EC2N 3AS. ARAG plc (registration number ) and Brit Insurance Limited (registration number ) are authorised and regulated by the Financial Services Authority and this can be checked by visiting the FSA website at or by contacting the FSA on

7 PHILIP WILLIAMS AND COMPANY ESSENTIALS RESCUE Philip Williams and Company Essentials Rescue is a service provided by Call Assist. Call Assist provides a 24 hour assistance service every day of the year through a network of Recovery Operators throughout the UK plus an additional network throughout Europe, providing assistance in over 45 countries. The insurance policy is underwritten by Groupama Insurances. Please check Your Policy Schedule to ensure You have the level of cover You need and read the following to help You use the service. What to do if You Breakdown If Your Vehicle breaks down please call Our 24 hour Control Centre on: If You are unable to make a connection, please contact Us on All use of this service is available for the covered member and their partner only. Any claim will be validated with Philip Williams and Company, with costs for any claims from non-eligible persons being the responsibility of the claimant. Please have the following information ready to give to Our Rescue Controller who will use this to validate Your policy: - Your return telephone number with area code The name of the covered member Your Home Address Your Vehicle registration The precise location of Your Vehicle (or as accurate as You are able in the circumstances) We will take Your details and ask You to remain by the telephone You are calling from. Once We have made all the arrangements We will contact You to advise who will be coming out to You and how long they are expected to take. Your mobile phone must therefore be switched on and available to take calls at all times. You will then be asked to return to Your Vehicle. Please remember to guard Your safety at all times but remain with or nearby Your Vehicle until the Recovery Operator arrives. Once the Recovery Operator arrives at the scene please be guided by their safety advice. If You are broken down on a motorway and have no means of contacting Us or are unaware of Your location, please use the nearest SOS box and advise the Emergency Services of Our telephone number, they will then contact Us to arrange assistance. If the Police or Highways Agency are present at the scene please advise them that You have contacted Us or give them Our telephone number to call Us on Your behalf. Your Cover If a Vehicle in which You are travelling suffers a Breakdown due to a mechanical or electrical failure, service will be provided. We will provide cover as detailed below for any Breakdown in accordance with the policy wording. Cover will apply during the Period of Insurance and within the Territorial Limits (UK). Indigo Cover UK The following service is provided with your level of cover: Roadside Assistance & Recovery We will send help to the scene of the Breakdown and arrange to pay callout fees and mileage charges needed to repair or assist with the Vehicle. If, in the opinion of the Recovery Operator, they are unable to repair the Vehicle at the roadside We will assist in the following way: - Either: Arrange and pay for Your Vehicle, You and up to 6 passengers to be recovered to the nearest garage which is able to undertake the repair. Or: If the above is not possible at the time or the repair cannot be made within the same working day, We will arrange for Your Vehicle, You and up to 6 passengers to be transported to Your Home Address, or if You would prefer and it is closer, Your original destination within the Territorial Limits (UK). The recovery must take place at the same time as the initial callout otherwise You will have to pay for subsequent callout charges. If Your Vehicle requires recovery, You must immediately inform Our Rescue Controller of the address You would like the Vehicle taken to. Once the Vehicle has been delivered to the nominated address, the Vehicle will be left at Your own risk. Home Assist We will send help to Your Home Address or within a one mile radius of Your Home Address in the event Your Vehicle suffers a Breakdown. If, in the opinion of the Recovery Operator, they are unable to repair Your Vehicle at the roadside, We will arrange and pay for Your Vehicle, You and 6 passengers to be recovered to the nearest garage which is able to undertake the repair. 7

8 Alternative Travel* If the Recovery Operator is unable to repair Your Vehicle within the same working day or a period agreed between You and Our Rescue Controller, We will pay up to (maximum) towards the cost of alternative transport or car hire. We will also pay the cost of a single standard rail ticket for one person to return and collect the Vehicle. This service can only be used to complete a journey whilst Your Vehicle is being repaired a minimum of 20 miles away from Your Home Address. Emergency Overnight Accommodation* If We decide to provide alternative accommodation We will pay a maximum of for a lone traveller or per person for one night for You and up to 6 passengers. The maximum payment per incident is *These services will be offered on a pay/claim basis, which means that You must pay initially and We will send You a claim form to complete and return for reimbursement. Before arranging these services, authorisation must be obtained from Our Rescue Controller. The policy will only pay for a group 1 hire car rate. We will only reimburse claims when We are in receipt of a valid invoice/receipt. Caravans and Trailers If Your Vehicle suffers a Breakdown and Your caravan/trailer is attached, providing the caravan/trailer is fitted with a standard towing hitch and does not exceed 7 metres/23 feet in length (not including the length of the A-frame and hitch), Your caravan/trailer will be recovered with Your Vehicle at no extra cost. Keys If You lose, break, or lock Your keys within Your Vehicle, We will pay the callout and mileage charges back to the Recovery Operator s base or Your Home Address if closer. All other costs incurred, including any specialist equipment needed to move the Vehicle, will be at Your expense. Message Service If You require, We will pass on two messages to Your home or place of work to let them know of Your predicament and ease Your worry. General Notes Uninsured Service We can provide assistance for faults that are not covered under this insurance policy or where You would like Us to assist additional passenger numbers who exceed the maximum of 6, stated within this policy. All costs (including an administration fee) must be paid for immediately by credit or debit card. Governing Law English Law governs this insurance. Language We have chosen to use the English language in all documents and communication relating to this policy. Measurements A Home Assist is calculated using a straight line from the Home Address to the location of the Breakdown. All other measurements are calculated using driving distances. Garage Repairs Any repairs undertaken by the Recovery Operators at their premises are provided under a separate contract, which is between You and the Recovery Operator. Definitions Accident A collision immediately rendering the Vehicle immobile or unsafe to drive. Breakdown An electrical or mechanical failure to the Vehicle, which immediately renders the Vehicle immobilised. Home Address The last known address recorded by Philip Williams and Company where You reside. Home Assist Assistance within a one mile radius of Your Home Address. Partner The person married/civil partnered/cohabiting with the covered member at the time of the incident. Period of Insurance The duration of this policy will be shown on your policy schedule. Recovery Operator The independent technician Call Assist appoints to attend Your Breakdown. Rescue Controller The telephone Operator employed by Call Assist Ltd. Suitable Garage Any appropriately qualified mechanic or garage which is suitable for the type of repair required and where the remedial work undertaken can be evidenced in writing. Territorial Limits (UK) Means Great Britain, Northern Ireland, the Isle of Man, and (for residents only) Jersey and Guernsey. Us, We, Our Call Assist Ltd. Vehicle The car, motorcycle, or car-derived van which You are travelling in/on at the time of the Breakdown. You, Your The members named on the policy schedule. 8

9 Exclusions applying to all sections unless otherwise stated This insurance does not cover the following: - 1. a) Any caravan/trailer where the total length exceeds 7 metres/23 feet (not including the length of the A- frame and hitch) and where it is not attached to the Vehicle with a standard towing hitch. b)breakdowns or Accidents to the caravan or trailer itself. 2. Assistance following an Accident, theft, or vandalism. 3. Service where glass or windscreens have been damaged or broken. 4. Vehicles that are not secure or have faults with electric windows, sun roofs or locks not working, unless the fault occurs during the course of a journey and Your safety is compromised. 5. Breakdowns caused by insufficient fuel. 6. Breakdowns caused by failure to maintain the Vehicle in a roadworthy condition including maintenance or proper levels of oil and water. 7. Any request for service if the Vehicle cannot be reached or is immobilised due to snow, mud, sand or flood or where the Vehicle is not accessible or cannot be transported safely and legally using a standard transporter. 8. Overloading of the Vehicle or carrying more passengers than it is designed to carry. 9. Any subsequent callouts for any symptoms related to a claim which has been made within the last 28 days, unless Your Vehicle has been fully repaired at a Suitable Garage, declared fit to drive by the Recovery Operator or is in transit to a pre-booked appointment at a Suitable Garage. 10. The recovery of the Vehicle and passengers if repairs can be carried out at or near the scene of the Breakdown within the same working day. If recovery takes effect We will only recover to one address in respect of any one Breakdown. 11. Breakdowns occurring to any vehicle You are not travelling in. 12. Any request for service if the Vehicle is being used for motor racing, rallies, rental, hire, public hire, private hire, courier services or any contest or speed trial or practice for any of these activities. 13. Minibuses, non car-derived vans, vehicles used for a commercial purpose, motorhomes, horseboxes, or limousines. 14. Any claims relating to the following: - a) Vehicles exceeding 3,500 kg (3.5 tonnes) gross Vehicle weight. b) Vehicles more than 5.18 metres (17 feet) long, metres (6 feet 3 inches) wide and 2.44 metres (8 feet) high. c) Non standard, customised or modified Vehicles unless declared and agreed with Us prior to taking the insurance. 15. Assistance if the Vehicle is deemed to be illegal, untaxed, uninsured, unroadworthy or dangerous to transport. 16. The cost of any parts, components or materials used to repair the Vehicle. 17. Repair and labour costs other than half an hour roadside labour at the scene. 18. Any winching charges or the use of specialist equipment. 19. The cost of draining or removing contaminated fuel. 20. Storage charges. 21. Ferry and Toll charges outside of mainland UK. 22. Any Breakdown that occurred before You were provided with this cover. 23. More than six callouts in any twelve month period. 24. Claims totalling more than 15,000 in any twelve month period. 25. Any costs or expenses not authorised by Our Rescue Controllers. 26. The cost of food, drinks, telephone calls or other incidentals. 27. Claims not notified and authorised prior to expenses being incurred. 28. The charges of any other company (including Police recovery) other than the Recovery Operator, a car hire agency or accommodation charges which have been authorised by Us. 29. Any charges where You, having contacted Us, effect recovery or repairs by other means unless We have agreed to reimburse You. 30. Any cost that would have been incurred if no claim had arisen. 31. Any false or fraudulent claims. 32. Service if You already owe Us money. 33. The cost of alternative transport other than to Your destination and a return trip to collect Your repaired Vehicle. 34. The cost of fuel, oil or insurance for a hire Vehicle. 35. Overnight accommodation or car hire charges if repairs can be carried out at or near the scene of the Breakdown within an agreed time. 36. Recovery of the Vehicle or Your transport costs to return the Vehicle to Your Home Address once it has been inspected or repaired. 37. Any damage to Your Vehicle or its contents whilst being recovered, stored or repaired and any liability arising from any act performed in the execution of the assistance services provided. We will not pay for any losses that are not directly covered by the terms and conditions of this policy. For example, We will not pay for You to collect Your Vehicle from a repairer or for any time that has to be taken off work because of a Breakdown. 38. Failure to comply with requests by Us or the Recovery Operator concerning the assistance being provided. 39. A request for service following any intentional or wilful damage caused by You to Your Vehicle. 40. Fines and penalties imposed by courts. 41. Any cost recoverable under any other insurance policy that You may have. 42. Direct or indirect loss, damage or liability caused by, contributed to or arising from: - a) Ionising radiation or contamination by radioactivity from an irradiated nuclear fuel or from nuclear waste from the combustion of nuclear fuel. b) The radioactive, toxic, explosive or other hazardous properties of any nuclear assembly or nuclear component thereof. c) Any results of war, invasion, act of foreign enemy, hostilities (whether war be declared or not), civil war, rebellion, revolution, military or usurped power. 43. Any cover which is not specifically detailed within this policy. 9

10 General Conditions applying to all sections 1. You must remain with or nearby the Vehicle until help arrives. 2. If a callout is cancelled by You and a Recovery Operator has already been dispatched, You will lose a callout from Your policy. We recommend You to wait for assistance to ensure the Vehicle is functioning correctly. If You do not wait for assistance and the Vehicle breaks down again within 12 hours, You will be charged for the second and any subsequent callouts. 3. We reserve the right to charge You for any costs incurred as a result of incorrect location details being provided. 4. We have the right to refuse to provide the service if You or Your passengers are being obstructive in allowing Us to provide the most appropriate assistance or are abusive to Our Rescue Controllers or the Recovery Operator. 5. Your Vehicle must be registered to and ordinarily kept at an address within the Territorial Limits (UK). 6. Vehicles must be located within the Territorial Limits (UK) when cover commences. 7. If the Vehicle is beyond economical repair We have the option to offer the market value of the Vehicle to You and pay for alternative transport home. 8. We must be advised immediately at the time of contacting Us for assistance, if Your Vehicle is fitted with alloy wheels. If We are not advised and We are unable to provide the service promptly or efficiently through the agent who will be assisting You, You will be charged for any additional costs incurred. 9. If We are able to repair Your Vehicle at the roadside, You must accept the assistance being provided and immediately pay for any parts supplied and fitted by debit or credit card. 10. The repair must be carried out if the Vehicle is recovered to a dealership and the dealership can repair the Vehicle within the terms stated. You must have adequate funds to pay for the repair immediately. If You do not have funds available, any further service related to the claim will be denied. 11. You must have adequate funds to pay for alternative transport or overnight accommodation costs immediately. If You do not have funds available, any further service related to the claim will be denied. 12. In the event You use the service and the claim is subsequently found not to be covered by the policy You have purchased, We reserve the right to reclaim any monies from You in order to pay for the uninsured service. 13. We may decline service if You have an outstanding debt with Us. 14. If You have a right of action against a third party, You shall co-operate with Us to recover any costs incurred by Us. If You are covered by any other insurance policy for any costs incurred by Us, You will need to claim these costs and reimburse Us. We reserve the right to claim back any costs that are recoverable through a third party. 15. We reserve the right to recover Your immobilised Vehicle in accordance with and subject to any legislation, which affects drivers working hours. 16. The transportation of livestock (including dogs) will be at the discretion of the Recovery Operator. Alternative transport can be arranged but You will need to pay for this service immediately by credit or debit card. 17. Regardless of circumstances, We will not be held liable for any costs incurred if You are unable to make a telephone connection to any numbers provided. 18. The policy is not transferable. 19. If, in Our opinion, the Vehicle is found to be unroad worthy due to lack of maintenance, unless servicing records can be provided, We may terminate Your cover immediately notifying You, by letter to Your Home Address, of what action We have taken. 20. We will provide cover if a) You have met all the terms and conditions within this insurance. b) The information provided to Us, as far as You are aware, is correct. Should You wish to contact Us, We can be contacted by: Mail: Customer Services, c/o Call Assist Ltd, Axis Court, North Station Road, Colchester CO1 1UX enquiries@call-assist.co.uk Facsimile: Statement of Demands and Needs This policy meets the demands and needs of persons wishing to ensure that they are covered in the event of a breakdown. As with any insurance, it does not cover all situations and you should read the terms and conditions of this policy to make sure that it meets your specific needs. Our Promise To You We aim to provide a high standard of service. Please telephone Us if You feel We have not achieved this and We will do Our best to rectify the problem immediately. 10

11 Complaints Procedure Any enquiry or complaint You have regarding Your policy should be addressed in the first instance to the policy administrator: Customer Relations, c/o Call Assist Ltd, Axis Court, North Station Road, Colchester, Essex CO1 1UX. If You are still not satisfied, please write to the policy underwriter: The Chief Executive, Groupama Insurance Company Limited, 6th Floor, One America Square, 17 Crosswall, London, EC3N 2LB. Please have ready the details of Your policy and in particular Your policy number, to help Your enquiry to be dealt with speedily. If You remain dissatisfied, short of court action, You can: ask The Financial Ombudsman Service to review Your case provided the policy is not of commercial nature. The right to apply to the Ombudsman must be exercised within six months of the date of the Company s final decision. He can be contacted at the following address: The Financial Ombudsman Service, South Quay Plaza, 183 Marsh Wall, London E14 9SR Telephone: Financial Services Compensation Scheme We are covered by the Financial Services Compensation Scheme (FSCS). You may be entitled to compensation from the scheme if We cannot meet Our obligations. This depends on the type of business and the circumstances of the claim. For claims against the insurers, 90% of the insurance claim is covered, with no upper limit. For compulsory classes of insurance, insurance arranging is covered for 100% of the claim, without any upper limit. Further information about the compensation scheme arrangements is available from the FSCS by telephoning or by visiting Service Provider and Insurer This service is provided by Call Assist Ltd, Axis Court, North Station Road, Colchester, Essex, CO1 1UX, Registered Company Number and is underwritten by Groupama Insurance Company Limited, 6th Floor, One America Square, 17 Crosswall, London, EC3N 2LB, Registered Company Number Call Recording To help Us provide a quality service, Your telephone calls may be recorded. Call Assist Ltd, Firm Reference Number and Groupama Insurance Company Limited, Firm Reference Number , are authorised and regulated by the Financial Services Authority. Cancellation a) The Insured may cancel the policy within 14 days of purchasing the cover with a full refund of the insurance premium paid, providing the Insured has not made a claim which has been accepted under the policy. b) The Insured may cancel this policy at any time by giving at least 21 days written notice to us. The insurer will refund part of the premium for the unexpired period unless the Insured has notified a claim which has been or is subsequently accepted under this policy in which case no return of premium shall be allowed. c) The insurer may cancel the policy at any time by giving at least 21 days written notice to the Insured. The insurer will refund part of the premium for the unexpired period. d) The Insured may not cancel an individual component of this cover in isolation. Motor Breakdown Cover and Home Emergency Cover may not be separated from the package. 11

12 35 Walton Road, Stockton Heath, Warrington, Cheshire WA4 6NW Tel Fax Philip Williams and Company are Authorised and Regulated by the Financial Services Authority *Subject to terms and conditions, ask us for details.