Your car insurance policy

Transcription

1 Your cr insurnce policy If you hve n ccident...cll us stright wy on For our joint protection, clls my be recorded nd/or monitored.

2 Welcome. We ve got you covered. Together with your policy schedule, this booklet gives you ll the detils of your cr insurnce policy. If you hve got ny other questions or to tell us how you hve found us to del with just get in touch through our website. Cll us now on if: You hve been involved in n ccident; You need to mke clim; You need your glss repired. (This service is only vilble if you hve chosen comprehensive cover with us.) For nything else or to mke chnges to your policy or cover do it online t We cn help you if: You hve been involved in n ccident If you hve been involved in n ccident, cll us strightwy. Providing you hve vlid clim, we will recover your cr, nd get you nd your pssengers home or to your destintion nywhere within the territoril limits. (This service is only vilble if you hve chosen comprehensive cover with us.) Then once you re home sfely we will get your cr fixed t one of our pproved grges. You will lso benefit from our Repir Gurntee (see Section 1. Loss of or dmge ). We will settle ll the bills direct, nd we will lso tke you through your clim. If someone else s insurers get in touch with you, just pss them on to us. (This service is only vilble if you hve chosen comprehensive cover with us.) If your cr hs been dmged due to fire or theft, we will instruct one of our pproved repirers, uthorise repirs nd settle repirer pyments directly. You will lso benefit from our pproved Repir Gurntee. You need to mke clim We will tke your detils over the phone. We cn do things fster if you hve got these detils: Your policy number; The registrtion number of your cr nd ny other crs involved; The nmes nd ddresses of everyone else in the ccident, including your pssengers; Specifics bout wht hppened nd the dmge ; Reference numbers from the police if you hve been given them. Or you cn downlod the Generl Accident MyClims pp for your iphone. You just need to enter your detils when you downlod it, nd you will be redy to go if you need to clim. You need your glss repired We will rrnge convenient time for our glss repirer to come nd sort out your windscreen, sunroof or windows. (This service is only vilble if you hve chosen comprehensive cover with us.) Lrge print, udio nd Brille If you need this policy in lrge print, udio or Brille, emil us t [email protected]. Telephone cll chrges nd recording The cost of clls to 0844 numbers my vry. Plese contct your network provider for detils. For our joint protection telephone clls my be recorded nd/or monitored. 2

3 Your policy This policy booklet forms prt of your legl contrct with us nd explins exctly wht you re covered for. Your schedule shows the level of cover you hve chosen. The contrct of insurnce This policy is contct of insurnce between you, the policyholder, nd us, Aviv Insurnce Limited, trding s Generl Accident. You enter into contrct with us when you gree to tke out the policy on the terms nd conditions we hve offered nd to py the premium. The following elements form the contrct of insurnce between you nd us. Plese red them nd keep them sfe. 1. Policy Booklet. 2. Your Informtion Provided By You (IPBY) nd schedule. 3. Any cluses s shown in the schedule. 4. Certificte of motor insurnce. 5. The informtion under the heding Importnt Informtion which we provide to you when you tke out or renew your policy. 6. Chnges to your policy contined in notices issued by us t renewl. In return for you pying your premium, we will provide the cover shown in your schedule for ny ccident, injury, loss or dmge tht hppens within the territoril limits during the period of insurnce. Any chnges mde during the period of insurnce will be treted s continution of the contrct of insurnce. Our provision of insurnce under this policy is conditionl upon you observing nd fulfilling the terms, provisions, conditions nd cluses of this policy. Renewl of the contrct of insurnce Ech renewl of the policy represents new contrct of insurnce. i. For existing customers who py by nnul or monthly direct debit or continuous crd uthority you enter into new contrct of insurnce with us commencing on the cover strt dte shown on your renewl schedule. ii. For existing customers who py nnully, other thn s set out in prgrph (i) bove, you enter into new contrct of insurnce with us commencing on the dte when you gree to renew the policy nd to py the premium. You will be covered for the period of insurnce shown on your renewl schedule. Choice of lw The lw of Englnd nd Wles will pply to this contrct unless: You nd we gree otherwise; or At the dte of the contrct, you re resident of (or, in the cse of business, the registered office or principl plce of business is situted in) Scotlnd, Northern Irelnd, Chnnel Islnds or the Isle of Mn, in which cse (in the bsence of greement to the contrry) the lw of tht country will pply. Lnguge Unless otherwise greed, the contrctul terms nd conditions nd other informtion relting to this contrct will be in English. Your cncelltion rights You hve sttutory right to cncel your policy within 14 dys from the dy of purchse or renewl of the contrct, or the dy on which you receive your policy or renewl emil confirmtion, whichever is the lter. If you wnt to cncel, nd the insurnce cover hsn t strted yet, you will be entitled to full refund of the premium pid. Or, if you wish to cncel nd the insurnce cover hs lredy strted, you will be entitled to refund of the premium pid, less proportionte deduction for the time for which you hve been covered. There will lso be n dditionl chrge s shown in your schedule of up to if you cncel within the first 14 dys (plus Insurnce Premium Tx, where pplicble) to cover the dministrtive cost of providing the policy. 3

4 You won t receive refund of premium if ny clim hs been mde under Section 1. Loss of or dmge nd; 1. We hve greed to settle your clim by pying the mrket vlue (less ny excess pplicble), or by replcing your cr under new cr replcement; nd, 2. We hven t been ble to recover the full mount from responsible third prty. You cn cncel your policy online vi your My ccount, nd must confirm the surrender of your certificte of motor insurnce t the point of cncelltion. It is your responsibility to notify ll persons insured tht this policy hs been cncelled. If you don t exercise your right to cncel your policy, it will continue in force nd you will hve to py the premium. For your cncelltion rights outside the sttutory cooling-off period, plese refer to the Generl conditions section of this policy booklet. Administrtion chrge There will be no dministrtion chrge pplied to chnges mde by you online vi My ccount. We reserve the right to pply n dministrtion chrge of up to 30 (plus Insurnce Premium Tx where pplicble) for ny djustments you sk us to mke to your policy. Informtion nd chnges we need to know bout You must tke resonble cre to provide complete nd ccurte nswers to the questions we sk when you tke out, mke chnges to, nd renew your policy. You cn mke chnges online t or by e-miling us t [email protected]. Plese tell us immeditely if there re ny chnges to the informtion set out in the Informtion Provided By You document, certificte of motor insurnce or on your schedule. You must lso tell us immeditely bout the following chnges: A chnge to the people insured, or to be insured. Motoring convictions (driving licence endorsements, fixed penlties or pending prosecutions for ny motoring offence) for ny of the people insured, or to be insured. Criminl convictions for ny of the people insured, or to be insured. A chnge of vehicle. Any vehicle modifictions. Any chnge ffecting ownership of the vehicle. Any chnge in the wy tht vehicle is used. If you re in ny doubt, plese e-mil us t [email protected]. When you inform us of chnge, we will tell you if this ffects your policy, for exmple whether we re ble to ccept the chnge nd if so, whether the chnge will result in revised terms nd/or premium being pplied to your policy. If the informtion provided by you is not complete nd ccurte: we my cncel your policy nd refuse to py ny clim, or we my not py ny clim in full, or we my revise the premium nd/or chnge the compulsory excess, or the extent of the cover my be ffected. 4

5 Definitions Wherever the following words or phrses pper in bold in this policy booklet, they will hve the menings described below. Accessories Prts of your cr which ren t directly relted to how it works s cr. This includes udio equipment, multi-medi equipment, communiction equipment, personl computers, stellite nvigtion nd rdr detection systems providing they re permnently fitted nd hve no independent power source. Approved repirer A fcility pproved by us for the repir, dmge ssessment nd/or storge of your cr. Certificte of motor insurnce The current document tht proves you hve the motor insurnce required by the Rod Trffic Acts to use your cr on rod or other public plce. It shows who cn drive your cr, nd wht you cn use it for nd whether you re llowed to drive other crs. The certificte of motor insurnce does not show the cover you hve. Cluses Chnges in the terms of your policy. These re shown in your schedule. Excess The mount you will hve to py towrds ny clim. Fire Fire, self-ignition, lightning nd explosion. Green crd A document required by certin non-eu countries to provide proof tht you hve the minimum compulsory insurnce cover required by lw to drive in tht country. Ignition keys Any key, device or code used by you to secure, gin ccess to, nd enble your cr to be strted nd driven. Loss of ny limb Severnce t or bove the wrist or nkle, or the totl nd permnent loss of use of hnd, rm, foot or leg. Mrket vlue The cost of replcing your cr with one of the sme mke, model, specifiction nd condition. Period of insurnce The period of time covered by this policy, s shown in your schedule, or until cncelled. Ech renewl represents the strt of new period of insurnce. Personl belongings Personl property within your cr including portble udio equipment, multi-medi equipment, communiction equipment, personl computers, stellite nvigtion nd rdr detection systems not permnently fitted. Repir qulity Bodywork repirs, pint repirs nd workmnship (the work crried out by skilled technicins) on repirs by our pproved repirer. Rod trffic cts Any Acts, Lws or Regultions, which govern the driving or use of ny motor vehicle in Gret Britin, Northern Irelnd, the Isle of Mn nd the Chnnel Islnds. Schedule The document which gives detils of the cover you hve. 5

6 Territoril limits Gret Britin, Northern Irelnd, the Chnnel Islnds nd the Isle of Mn, the Republic of Irelnd, Andorr, Austri, Belgium, Bulgri, Croti, Cyprus, the Czech Republic, Denmrk, Estoni, Finlnd, Frnce (including Monco), Germny, Gibrltr, Greece, Hungry, Icelnd, Itly (including Sn Mrino nd the Vticn City), Ltvi, Lithuni, Luxembourg, Mlt, the Netherlnds, Norwy, Polnd, Portugl, Romni, Slovki, Sloveni, Spin, Sweden nd Switzerlnd (including Liechtenstein). Theft Theft, ttempted theft or tking your cr without your consent. We/us/our Aviv Insurnce Limited trding s Generl Accident except where otherwise shown for ny policy section nd ny representtive ppointed by us to ct on our behlf, except where otherwise shown for ny policy section. You/insured/policyholder The policyholder nmed in your schedule. Any motor vehicle loned to you or permitted driver shown on your certificte of motor insurnce for up to seven dys by grge, motor engineer or vehicle repirer while the motor vehicle described on your schedule is being either serviced, repired or hving MOT test. (This cover is only vilble if you hve chosen comprehensive cover with us). Your prtner The husbnd or wife of the policyholder, or the policyholder s domestic or civil prtner living t the sme ddress s the policyholder nd shring finncil responsibilities. This does not include ny business prtners or ssocites. Your cr Any motor vehicle described in the schedule nd ny other motor vehicle for which detils hve been supplied to us nd certificte of motor insurnce bering the registrtion mrk of tht motor vehicle hs been delivered to you nd remins effective; Any motor vehicle loned to you or permitted driver shown on your certificte of motor insurnce by supplier we hve nominted following clim under the policy; (This cover is only vilble if you hve chosen comprehensive cover with us). 6

7 Cover summry Some cover sections under this policy re optionl nd do not pply unless shown in your schedule. Third Prty Section Cover Pge Fire & Theft 1. Loss of or dmge Fire & Theft only 8 Vehicle recovery in the event of n ccident or fire or theft Fire & Theft only 8 Repir gurntee Fire & Theft only 8 Courtesy cr (whilst your cr is being repired) 9 Hire cr (following totl loss or theft) Optionl Optionl 9 New cr replcement 9 2. Your libility 12 Driving other crs (Third Prty only cover) (policyholder only) 12 Libility of other persons driving or using your cr 12 Legl personl representtives 13 Legl services Personl belongings Emergency tretment No clim discount 18 Protected no clim discount three yers Optionl Optionl 19 Protected no clim discount four yers or more Optionl Optionl Glss Foreign use Personl ccident 22 (policyholder nd prtner) 9. Legl services Optionl Optionl 23 7

8 Section 1. Loss of or dmge Loss of or dmge Third Prty Fire & Theft Fire & Theft only If your cr is lost, stolen or dmged, we will: 1. py for your cr to be repired; or 2. replce your cr; or 3. py you csh mount equl to the loss or dmge. We my decide to use suitble prts or ccessories not supplied by the originl mnufcturer. The sme cover lso pplies to: 1. ccessories, 2. spre prts nd components for your cr while these re in or on your cr or while in your privte grge. The most we will py for ccessories is shown in your schedule unless fitted by the mnufcturer. The most we will py will be the mrket vlue of your cr t the time of the loss. If we know tht you re still pying for your cr under hire purchse or lesing greement, we will py ny clim to the owner described in tht greement. Our libility under this section will then end for tht clim. Vehicle recovery in the event of n ccident or fire nd theft Third Prty Fire & Theft Fire & Theft only Within the territoril limits we cn rrnge for the protection nd removl of your cr. In the event of n ccident plese ring our Clims helpline nd we will rrnge for the following: 1. Someone to come out nd help. If your cr cnnot be mde rodworthy immeditely it will be tken to our nerest pproved repirer. 2. Your cr cn be tken to repirer of your choice if this is nerer, but this my led to delys in rrnging the repirs. An dditionl excess will pply in ddition to ny other excesses under this policy if the repirer chosen is not one of our pproved repirers. We do not provide courtesy cr if the repirer chosen is not one of our pproved repirers. 3. Trnsport for you nd your pssengers home or for the completion of your journey. 4. The onwrd trnsmission of ny messges on your behlf. 5. Delivering your cr bck to your ddress in Gret Britin, Northern Irelnd, the Chnnel Islnds nd the Isle of Mn fter the repirs hve been crried out. In providing ccident recovery ssistnce, we will use our resonble cre nd skill when providing the service. We cn, however, cncel services or refuse to provide them if the demnds mde re excessive, unresonble or imprcticl. 8

9 Repir gurntee Third Prty Fire & Theft Fire & Theft only We will continue to gurntee the repir qulity crried out on your cr by our pproved repirer for period of 3 yers from the dte of completion of the repirs, or for the reminder of the originl mnufcturer s wrrnty for your cr if it s more thn 3 yers. All prts fitted by our pproved repirer will be covered for the durtion of the gurntee provided by the prt mnufcturer or supplier. Exclusion to repir gurntee We won t py for dmge under the repir gurntee rising from deteriortion nd wer nd ter or prts nd component filures. Courtesy cr Third Prty Fire & Theft A courtesy cr is provided subject to vilbility to reduce your inconvenience nd where possible ensure you remin mobile. It is not intended to be n exct replcement for your cr. All courtesy crs hve comprehensive cover under your policy for the period the courtesy cr is provided. 1. A courtesy cr will only be provided when your clim hs been ccepted nd your cr is repirble, nd is being repired by our pproved repirer network. 2. A courtesy cr is typiclly smll three door htchbck cr with n engine size of 1 litre. 3. If your cr is immobile or unrodworthy we im to provide courtesy cr within one working dy (however if n incident occurs during weekend or on bnk/public holidy, it my not be possible to provide courtesy cr until the following norml working dy). 4. To void undue delys, plese dvise us during the erly stges of your clim if you need n utomtic trnsmission courtesy cr. Automtic courtesy crs cn be supplied, providing the cr being repired is n utomtic. We do not provide courtesy cr outside Gret Britin, Northern Irelnd, the Chnnel Islnds nd the Isle of Mn. However, you cn buy our Europen Brekdown option which provides cover if there is n ccident, brekdown or theft brod. Hire cr optionl cover Third Prty Fire & Theft Optionl Optionl The cover nd services explined in this section only pply if they re shown in your schedule. 1. A hire cr will be provided to you if your cr hs been stolen or hs been dmged nd is not repirble. Hire crs re subject to vilbility nd provided for up to 21 dys, or until your settlement hs been greed (whichever is erlier). 2. A hire cr is typiclly smll three door htchbck cr with n engine size of 1 litre. 3. If your cr is immobile or unrodworthy we im to provide hire cr within one working dy (however if n incident occurs during weekend or on bnk/public holidy, it my not be possible to provide hire cr until the following norml working dy). 9

10 4. To void undue delys, plese dvise us during the erly stges of your clim if you need n utomtic trnsmission cr. Automtic hire crs cn be supplied, providing the cr being repired is n utomtic. We do not provide hire cr outside Gret Britin, Northern Irelnd, the Chnnel Islnds nd the Isle of Mn. New cr replcement Third Prty Fire & Theft We will replce your cr with new cr of the sme mke, model nd specifiction (if one is vilble in the UK) if, within 12 months of you or your prtner buying your cr from new: 1. The cost of repiring ny dmge covered by the policy is more thn 60% of the cr s UK list price (including cr tx nd VAT) when you bought your cr; or 2. Your cr is stolen nd not recovered. Crs sold s ex demonstrtors nd nerly new do not qulify for replcement under this section. Excesses If your cr is lost, stolen or dmged you re responsible for pying the excess shown in your schedule, no mtter how the loss or dmge hppened. If your cr is to be repired nd the repirer you choose is not one of our pproved repirers, then n dditionl excess will pply. This excess will be shown in your schedule. This excess will pply in ddition to ny other excess under the policy. A young driver excess will lso pply while the permitted driver of your cr is ged 24 or under. This excess will be shown in your schedule. This excess will pply in ddition to ny other excess under the policy. We will only replce your cr if: 1. You or your prtner own your cr or re buying it under hire purchse greement or other type of greement where ownership psses to you nd the finncing compny grees; nd 2. You or your prtner re the first registered keeper of your cr, or you or your prtner re the second registered keepers of your cr, if your cr hs been pre registered in the nme of the mnufcturer or supplying deler, providing t the time of purchse by you or your prtner, the milege of your cr ws less thn 250 miles. 10

11 Section 1. Loss of or dmge exclusions We won t py for: 1. Loss of use, wer nd ter, deprecition, or ny loss or dmge which hppens grdully. 2. Mechnicl, electricl or electronic filure, brekdown or brekge. 3. Computer nd equipment filure or mlfunction. 4. Loss or dmge rising from theft while: The ignition keys of your cr hve been left in or on your cr; Your cr hs been left unttended with the engine running. 5. Dmge to tyres by brking or by punctures, cuts or bursts. 6. Loss or dmge directly occsioned by pressure wves cused by ircrft or other eril devices trvelling t sonic or supersonic speed. 7. Loss of vlue following repir. 8. Loss or dmge rising from confisction or requisition or destruction by or under order of ny government or public or locl uthority. 11

12 Section 2. Your libility Your libility Third Prty Fire & Theft We will insure you for ll mounts which you my hve to py s result of you being leglly lible for: 1. Another person s deth or injury. 2. Dmge to nother person s property up to mximum mount of tht shown in your schedule (excluding tht person s costs nd expenses nd ny other costs nd expenses) nd up to the mount shown in your schedule for tht person s costs nd expenses nd ny other costs nd expenses incurred with our written consent in reltion to dmge to tht person s property s result of n ccident cused by: Your cr; Any triler while it is being towed by your cr. Driving other crs Third Prty Fire & Theft (policyholder only) We will insure you whilst you re driving ny other cr within Gret Britin, Northern Irelnd, the Chnnel Islnds nd the Isle of Mn providing: 3. You still hve your cr nd it hs not been dmged beyond cost effective repir. 4. You re ged 25 or bove, t inception or lst renewl of this policy. 5. Your certificte of motor insurnce indictes tht you cn drive such vehicle. Importnt Note: the cover provided whilst you re driving ny other cr is for Third Prty only. Libility of other persons driving or using your cr Third Prty Fire & Theft On the sme bsis tht we insure you under this section, we will lso insure the following persons: 1. Any person you give permission to drive your cr provided tht your certificte of motor insurnce llows tht person to drive your cr. 2. Any person you give permission to use (but not drive) your cr, but only whilst using it for socil, domestic nd plesure purposes. 3. Any pssenger trvelling in or getting into or out of your cr. 1. The cr does not belong to you or is not hired to you under hire purchse greement. 2. You re driving the cr with the owner s express consent. 12

13 4. The employer or business prtner of the person using ny cr for which cover is provided under this section while the cr is being used for business purposes, s long s your certificte of motor insurnce llows business use. This does not pply if; The vehicle belongs to or is hired by such employer or business prtner; The insured is corporte body or firm. Legl personl representtives Third Prty Fire & Theft In the event of the deth of nyone who is insured under this section, we will protect his or her legl personl representtives ginst ny libility tht the decesed person hd, which is covered by this section. We will not py representtion for: 1. A ple of mitigtion (unless the offence you re chrged with crries custodil sentence); 2. Appels. Legl services Third Prty Fire & Theft If you re involved in n incident which is covered under this section, we will py the fees nd disbursements of ny legl representtive we gree to, to defend nyone we insure under this section: 1. At Coroner s inquest; 2. Ftl ccident enquiry; 3. In ny proceedings brought under the Rod Trffic Acts or equivlent Europen Union legisltion. 13

14 2. Your libility exclusions We won t py for: 1. Any clim if ny person insured under this section does not keep to the terms, exclusions nd conditions of this policy. The cover will lso not pply if the insured person cn clim under nother policy. 2. Deth of, or injury to ny employee of the insured person which rises out of, or in the course of, tht employee s duties, unless we must provide cover under the Rod Trffic Acts. 3. Loss of or dmge to property tht: Belongs to or is in the cre of ny person insured who clims under this section; or Is being crried in your cr. 4. Dmge to ny vehicle covered by this section. 5. Loss, dmge, injury or deth while ny vehicle is being used on: Tht prt of the erodrome or irport which is used for ircrft tking off or lnding; Aircrft prking res including service rods; Ground equipment prking res; or Any prts of pssenger terminls within the Customs exmintion re; Unless we must provide cover under the Rod Trffic Acts. 6. Any consequence whtsoever which is the direct or indirect result of ny of the following, or nything connected with ny of the following, whether or not such consequence hs been contributed to by ny other cuse or event, except to the extent tht we must provide cover under the Rod Trffic Acts:. Terrorism. Terrorism is defined s ny ct or cts including, but not limited to: i. The use or thret of force nd/or violence nd/or ii. Hrm or dmge to life or to property (or the thret of such hrm or dmge) including, but not limited to, hrm or dmge by nucler nd/or chemicl nd/or biologicl nd/or rdiologicl mens cused or occsioned by ny person(s) or group(s) of people in whole or in prt for politicl, religious, ideologicl or similr purposes, or is climed to be cused or occsioned in whole or in prt for such purposes. b. Any ction tken in controlling, preventing, suppressing or in ny wy relting to () bove. In respect of 6 () nd (b), where we must provide cover under the Rod Trffic Acts the mximum mount we will py for dmge to property s result of ny ccident or ccidents cused by vehicle or vehicles driven or used by you or ny other person, for which cover is provided under this section, will be: 14

15 i. Limited to the mount shown in the schedule in respect of ll clims resulting directly or indirectly from one originting cuse; or ii. Such greter sum s my in the circumstnces be required to meet the minimum insurnce requirements of the Rod Trffic Acts. 7. Loss, dmge, injury or deth directly cused by pollution or contmintion unless cused by sudden identifible unintended nd unexpected event which occurs in its entirety t specific time nd plce during the period of insurnce, except where such libility is required to be covered under the Rod Trffic Acts. For the purposes of this exclusion, pollution or contmintion mens ll pollution or contmintion of buildings or other structures or wter or lnd or the tmosphere. 15

16 Section 3. Personl belongings Third Prty Fire & Theft We will py you (or, t your request, the owner) for loss or dmge to personl belongings cused by fire, theft or ccidentl mens while they re in or on your cr. The mximum mount pyble for ny one incident is shown in your schedule. A clim cn only be mde under this section when lso mking vlid clim which is ccepted under Section 1. Loss of or dmge. Section 3.1 Personl belongings exclusions We will not py for: 1. Money, stmps, tickets, documents or securities (such s shre nd premium bond certifictes). 2. Goods or smples crried in connection with ny trde or business. 16

17 Section 4. Emergency tretment Third Prty Fire & Theft We will reimburse nyone using your cr for pyments mde under the Rod Trffic Acts for emergency medicl tretment. A clim solely under this section will not ffect your no clim discount. 17

18 Section 5. No clim discount Third Prty Fire & Theft If no clims re mde under your policy during the period of insurnce, we will increse your no clim discount t your next renewl in line with the scle we pply t the time. No clim discount will be erned seprtely by ech cr policyholder, on ech cr they insure nd is not trnsferble to ny other person. Where clim hs been mde nd your no clim discount is not protected, we will reduce your no clim discount on the cr which ws subject to the clim in line with the tble below; No clim discount t lst renewl dte (yers) No clim discount t next renewl dte (yers) 1 Clim 2 Clims 3 Clims 1 NIL NIL NIL 2 NIL NIL NIL 3 1 NIL NIL 4 2 NIL NIL 5 3 NIL NIL 6 or more yers 3 NIL NIL If your renewl is due nd investigtions into clim re still ongoing, we my reduce your no clim discount provisionlly, until our investigtions re complete. We my then restore your no clim discount nd refund ny extr premium tht hs been pid. Wht if the clim isn t my fult? This is no clim discount nd not no blme discount. If clim is mde which is not your fult nd we hve to mke pyment, we will reduce your no clim discount unless we recover ll sums we hve pid from those responsible, except where: the ccident ws not your fult, nd the driver who cused it ws uninsured, nd you hve provided us with: the cr registrtion nd the mke/model of the other cr, nd the other cr s drivers detils Clims under the following sections will not reduce your no clim discount Section 4 Emergency tretment Section 6 Glss Third prties my clim directly ginst us s the insurer in the event of n ccident involving your cr, s permitted under the Europen Communities (Rights Aginst Insurers) Regultions In these circumstnces we will del with ny clim, subject to the terms nd conditions of your policy. This my ffect your no clim discount. Protected no clim discount (optionl cover) Optionl Third Prty Fire & Theft Optionl This is n optionl cover nd only pplies if shown on your schedule. Plese check your schedule to see which of your crs hve protected no clim discount. 18

19 Cover purchsed Number of clims New no clim discount (NCD) entitlement Protected no clim discount on 3 yers Protected no clim discount on 4 yers* Protected no clim discount on 5 yers or more* One clim mde during ny period of insurnce Two clims mde during ny period of insurnce Three or more clims mde during ny period of insurnce One clim mde during ny three yer period Two clims mde during ny three yer period Three clims mde during ny three yer period More thn three clims mde during ny three yer period One clim mde during ny three yer period Two clims mde during ny three yer period 3 yers NCD, protection lost 1 yers NCD, protection lost 0 yers NCD 4 yers NCD, protected 4 yers NCD, protection lost 2 yers NCD, protection lost 0 yers NCD 5 yers or more NCD, protected 5 yers or more NCD, protection lost Three clims mde during ny three yer period Four clims mde during ny three yer period More thn four clims mde during ny three yer period 3 yers NCD, protection lost 0 yers NCD, protection lost 0 yers NCD Importnt Protected no clim discount preserves the number of yers no clim discount entitlement you hve. Your renewl premium my still increse s result of clims nd other fctors Once you rech protected no clim discount on four yers or more plese note tht ny clim mde within the lst three yers will be tken into ccount nd will ffect your discount nd entitlement ccordingly. *We will tke into ccount ny clim(s) with ny previous insurer during two yer period prior to tking out this policy ( clim for this purpose is ny which would hve resulted in loss of your no clim discount were it not protected). 19

20 Section 6. Glss Third Prty Fire & Theft We will py for the replcement or repir of the glss in your cr s windscreen, sunroof or windows if it is lost or dmged or the bodywork of your cr suffers scrtching rising solely from the brekge of glss. The most we will py will be the mrket vlue of your cr t the time of the loss. We my use suitble prts not supplied by the originl mnufcturer. You must telephone our Clims Helpline before ny work is crried out. We will direct you to n pproved repirer. The excess mount you must py for ny replcement or repir is shown in your schedule. Plese note tht if you tke your cr to non-pproved repirer we will only py limited mount of the repir or replcement cost, this mount is shown in your schedule. Your no clim discount will not be ffected by mking clim under this section. 20

21 Section 7. Foreign use Third Prty Fire & Theft In complince with EU Directives this policy provides, s minimum, the necessry cover to comply with the lws on compulsory insurnce of motor vehicles in: 1. Any country which is member of the Europen Union. 2. Any country which the Commission of the Europen Communities is stisfied hs mde rrngements of Article 7(2) of EC Directive 72/166/EEC relting to civil libilities rising from the use of motor vehicle. In ddition to this minimum cover, the policy provides the cover shown in the schedule in ny country in the territoril limits, subject to: 3. Generl Averge contributions, Slvge, Sue nd Lbour chrges whilst your cr is being trnsported by se between ny countries within the territoril limits provided tht loss of or dmge is covered under Section 1. Loss of or dmge. Foreign Use dvice All countries covered under this section hve greed tht green crd is not necessry for cross border trvel. Your certificte of motor insurnce provides sufficient evidence tht you re complying with the lws on the compulsory insurnce of motor vehicles in ny of these countries tht you visit. Cll us on 44 (0) to report clim or get help when you re trvelling brod. For our joint protection, clls my be recorded nd/or monitored. 1. Your cr normlly being kept in Gret Britin or the Isle of Mn. 2. Use of your cr for visits to countries outside Gret Britin, Northern Irelnd, the Chnnel Islnds nd the Isle of Mn being of temporry nture, not exceeding 90 dys in ny one trip. Cover includes: 1. Trnsit between countries within the territoril limits. 2. Reimbursement of ny customs duty you my hve to py on your cr fter its temporry importtion into ny country within the territoril limits, subject to your libility rising s direct result of ny loss of or dmge which is covered under Section 1. Loss of or dmge. 21

22 Section 8. Personl ccident cover Third Prty Fire & Theft If you or your prtner suffer ccidentl bodily injury in direct connection with your cr or while getting into, out of or trvelling in ny other privte cr, not belonging to you or hired to you under hire purchse greement, we will py the mount shown in your schedule if, within 90 dys of the ccident, the injury is the sole cuse of: 1. Deth. 2. Irrecoverble loss of sight in one or both eyes or totl nd permnent loss of hering in one or both ers. 3. Loss of ny limb. The most we will py ny one person fter ny ccident is shown in your schedule. If you or your prtner hve ny other policies with us in respect of ny other cr or crs the injured person will only be ble to clim these benefits under one policy. If you hve purchsed the optionl Incresed Personl Accident cover plese refer to your schedule for the detils on cover limits. The cover under this section pplies irrespective of fult. The most we will py ny one person during ny one period of insurnce is shown in your schedule. Section 8.1 Personl ccident exclusions We will not py for deth or bodily injury rising from suicide or ttempted suicide. 22

23 Section 9. Legl protection Third Prty Fire & Theft Optionl Optionl Optionl cover The cover nd services explined in this section only pply if they re shown in your schedule. Definitions The generl definitions t the beginning of this policy booklet pply where pproprite. The following definition only pplies to this section of the policy. You/your The persons covered by this section: the persons insured; nd ny pssengers crried in your cr t the time of n ccident nd/or incident, which occurs within the period of insurnce. Motor legl protection explined 1. Legl protection to clim costs or compenstion fter motor ccident or incident If there is n ccident nd/or incident involving your cr which is not your fult, we will provide you with legl protection to py lwyers costs to help clim ginst the person(s) who is responsible. As prt of your clim we will py to recover your finncil losses (such s your excess nd trvel expenses) nd lso obtin compenstion if, s result of trvelling in, getting into or out of your cr, you die or sustin personl injury. Resonble prospects of success must be present throughout the durtion of the clim. This mens tht the lwyer must believe tht it is more likely thn not tht tht you will succeed in clim for those losses. For more informtion plese see Resonble prospects of success explined under Conditions of cover in this section. If you disgree with the lwyer s view of your prospects of success, you hve the right to ppel. Plese see Disputes nd rbitrtion t the end of this section for more informtion. In the event the lwyer tkes on your cse but your clim is not successful we will py legl costs nd fees you re held responsible for (up to the mximum mount). Your schedule shows the mximum mount we will py for ny one clim under this cover. This is shown s the Legl Expenses Uninsured loss recovery limit. If you need to report n incident or tlk to us bout clim cll us on Lines re open 24 hours dy, 365 dys yer. 2. Legl protection to defend motoring offences This section provides legl protection to py lwyers costs to help defend your legl rights if you re ccused of or hve committed n offence under the rod trffic lws (e.g. speeding) while using your cr (including if conviction would result in you being disqulified or suspended from driving). Cover in this section is subject to cover not lredy being provided under Section 2 Your libility in this policy. Your schedule shows the mximum mount we will py for ny one clim under this cover. This is shown s the Legl Expenses Motor prosecution defence limit. If you need to report n incident or tlk to us bout clim cll us on Lines re open 24 hours dy, 365 dys yer. 23

24 Motor legl dvice helpline explined You hve ccess to 24 hour legl dvice helpline bsed in the UK providing confidentil legl dvice on ny legl mtter relting to the use of your cr (e.g. privte cr sle). There re no consulttion fees nd lines re open 24 hours dy, 365 dys yer, ll you py for is the phone cll. Cll us on Plese ensure you hve your policy number to hnd when you contct us. Wht is not covered We will not py ny costs nd expenses: 1 which we hve not greed to or uthorised; 2 incurred prior to our cceptnce of clim; 3 resulting from ny legl ction you tke without our prior pprovl; 4 for ny fines, penlties, compenstion or dmges which you re ordered to py by court or other uthority; 5 resulting from ny clim delibertely or intentionlly cused by you; 6 resulting from defence of motoring offences resulting from prosecutions for: dishonesty or violent conduct; drink or drug relted offences; or prking offences; 7 relting to n ppliction for judicil review; 8 for clim relting to ny non-contrcting prty s rights to enforce ll or ny prt of this section. This mens tht only you my enforce ll or ny prt of this policy nd the rights nd interests rising from or connected with it. The Contrcts (Rights of Third Prties) Act 1999 does not pply to this section; 9 for dispute with us in respect of the policy terms nd conditions unless this is covered by the Disputes nd rbitrtion section in this policy; 10 for losses lredy pid by us under ny other section of this policy. Conditions of cover The following conditions pply to this section: the incident occurs during the period of insurnce; the incident occurs within the territoril limits; ny legl proceedings tht we hve greed to re delt with by court or similr body tht we hve greed to within the territoril limits; in respect of ny ppel or defence of n ppel, it hs been reported to us t lest 14 dys prior to the dedline for ny ppel; nd resonble prospects of success exist for the durtion of the clim. This condition only pplies to clims under the Legl protection to clim costs or compenstion fter motor ccident or incident section. Plese see the box on the next pge for more informtion. 24

25 Resonble prospects of success explined Before we begin to pursue finncil losses or py ny legl costs nd expenses we will sk the ppointed lwyer to discuss your clim with you nd ssess the prospects of success. In respect of ll clims under the Legl protection to clim costs or compenstion fter motor ccident or incident section we need to estblish tht it is more likely thn not tht you will: mke recovery of dmges either in full or in prt ginst the person(s) you believe were to blme; recover more thn ny offer of settlement from the person(s) you believe were to blme; mke successful defence of ny clims mde ginst you; mke successful ppel or defence of n ppel; obtin legl remedy which we hve greed to pursue or defend. If t ny time it is estblished tht your clim no longer hs resonble prospect of success, we will confirm this in writing to you. We will py for ll costs nd expenses we hve greed or uthorised prior to the chnge in prospects of success. You hve the right to continue the legl proceedings but this will be t your own expense nd we will not py ny legl costs nd fees you my be held responsible for fter the confirmtion in writing. Your clim How to clim 1. Before you cll, plese mke sure you hve your policy number, cr registrtion nd incident dte redy to hnd. 2. Cll us to register your clim: for legl protection to clim costs or compenstion fter motor ccident or incident, or for legl protection to defend motoring offences, plese cll us on Lines re open 24 hours dy, 365 dys yer. Legl representtion On receipt of clim, we will ppoint lwyer to ct for you. If it is necessry to strt court proceedings, you re free to nominte n lterntive lwyer by sending the lwyer s nme nd ddress to us. If there is conflict of interest or we do not gree to your choice of lwyer, you my choose nother representtive. If there is still disgreement, we will sk the president of the relevnt ntionl lw society to choose suitbly qulified person. In this circumstnce both prties re obliged to ccept this choice of representtion. The legl costs nd expenses we will py for We will py the following: resonble legl costs nd expenses incurred in respect of your clim; nd/or legl costs nd expenses, which we hve greed to or uthorised, which you hve been held responsible for or ordered to py by court or similr body. In determining whether or not costs re resonble, we will consider whether person without legl expenses insurnce, nd with the funds vilble to finnce their own legl costs, would be likely to find the costs in question resonble. Specific fctors we will tke into ccount in mking this determintion re: the mount of ny finncil losses being climed; the vlue nd complexity of the cse; the geogrphicl loction of the person nd the other prty to the ction; the conduct nd ctions of the other prty; the norml level of legl costs nd expenses similr specilist lwyer ppointed by us would chrge. 25

26 Conditions relting to your clim Incidents must be reported to us within 180 dys fter the dte you discovered the incident. You must llow us direct ccess to the ppointed lwyer who will provide us with ny informtion or opinion on your clim. You must provide us with ny informtion or instructions tht we my resonbly sk for in reltion to your clim. If we do not receive ll the informtion or instructions we need we my dely or suspend your clim. You must notify us immeditely if the pproved lwyer receives forml offer to settle clim or to mke pyment into court. If you do not ccept pyment into court or ny offer where the ppointed lwyer dvises tht this is resonble pyment or offer, we my refuse to py further legl costs nd expenses. No greement to settle on the bsis of both prties pying their own costs is to be mde without our prior pprovl. You must support us in the recovery (from the person(s) who you believe were responsible) of ny legl costs nd expenses tht we hve pid nd py those legl costs nd expenses to us. In respect of the following, if you: settle or withdrw clim without our prior greement; do not give suitble instructions to the ppointed lwyer; or dismiss n ppointed lwyer without our prior consent, (plese see the Legl Representtion nd Disputes nd rbitrtion sections for more informtion bout ppointing representtives), the cover we provide in respect of this clim will end immeditely nd we will be entitled to reclim ny costs nd expenses we hve incurred. Disputes nd rbitrtion If ny difference rises between us nd you in respect of the: cceptnce; refusl; control; or hndling of ny clim under this section, you cn tke the following steps outlined in our Complints procedure. You hve the right to refer ny such difference tht rises between us nd you to rbitrtion which will be decided by Counsel chosen jointly by us nd you. If there is disgreement with regrd to the choice of Counsel, we will sk the president of the relevnt ntionl lw society to choose suitbly qulified person. The decision shll be finl nd binding on both us nd you. All costs for resolving the difference will be met by the prty ginst whom the decision is mde. 26

27 Generl exclusions Generl exclusions pply to the whole of your policy. We will not py for: 1. Any ccident, injury, loss or dmge while ny vehicle tht is insured under this policy is being:. Used otherwise thn for the purposes described under Description of use section of your certificte of motor insurnce; or b. Driven by, or is in the chrge of ny person for the purposes of being driven who: i. Is not described under the section of your certificte of motor insurnce heded Permitted drivers ; or ii. Does not hve vlid nd current licence to drive your cr; or iii. Is not complying with the terms nd conditions of the licence; or iv. Does not hve the pproprite licence for the type of vehicle. We will not withdrw this cover,. While your cr is in the custody or control of: i. A member of the motor trde for the purposes of mintennce or repir; or ii. An employee of hotel or resturnt or cr prking service. b. If the injury, loss or dmge ws cused s result of the theft of your cr. c. By reson of the person driving not hving driving licence, if you hd no knowledge of such deficiency. 2. Any libility you hve greed to tke on except to the extent you would hve hd tht libility if tht greement did not exist. 3.. Loss or destruction of, or dmge to, ny property or ssocited loss or expense, or ny other loss; or b. Any legl libility tht is directly or indirectly cused by, contributed to by or rising from: i. Ionising rdition or contmintion by rdioctivity from ny irrdited nucler fuel or from ny nucler wste from the combustion of nucler fuel. ii. The rdioctive, toxic, explosive or other hzrdous properties of ny explosive nucler ssembly or nucler component thereof. 4. Any consequence whtsoever which is the direct or indirect result of ny of the following, or nything connected with ny of the following, whether or not such consequence hs been contributed to by ny other cuse or event:. Wr, invsion, ct of foreign enemy, hostilities or wrlike opertion or opertions (whether wr be declred or not), civil wr, rebellion, revolution, insurrection, civil commotion ssuming the proportions of or mounting to n uprising, militry or usurped power. b. Any ction tken in controlling, preventing, suppressing or in ny wy relting to () bove except to the extent tht it is necessry to meet the requirements of the Rod Trffic Acts. 5. Any ccident, injury, loss or dmge if your cr is registered outside Gret Britin, Northern Irelnd, the Chnnel Islnds nd the Isle of Mn. 27

28 Generl conditions Generl conditions pply to the whole of your policy. Importnt Notice Informtion we need to know bout You must tke resonble cre to provide complete nd ccurte nswers to the questions we sk when you tke out, mke chnges to, nd renew your policy. If the informtion provided by you is not complete nd ccurte: 1. we my cncel your policy nd refuse to py ny clim, or 2. we my not py ny clim in full, or 3. we my revise the premium nd/or chnge the compulsory excess, or 4. the extent of the cover my be ffected. Clims procedure You must report ny ccident, injury, loss or dmge to us s soon s possible so we cn tell you wht to do next nd help resolve ny clim on your behlf. If you receive ny contct from nother prty in reltion to ny clim, plese re-direct this to us nd we will mnge it on your behlf. You or nyone cting on your behlf must lso let us know immeditely if nyone insured under this policy is to be prosecuted s result of n incident or if there is to be n inquest or ftl ccident inquiry. You or nyone else climing under this policy, must not dmit to ny clim, promise ny pyment or refuse ny clim without our written consent. If we wnt to, we cn tke over nd conduct in your nme or tht of the person climing under the policy the defence or settlement of ny clim or tke proceedings for our own benefit to recover ny pyment we hve mde under this policy. We shll hve full discretion in the conduct of ny proceedings or the settlement of ny clim. The person who is seeking pyment under this policy shll give us ll the informtion, documents nd ssistnce we require to enble ny clim to be vlidted for us to chieve settlement. You must notify the police s soon s resonbly possible if your cr is lost, stolen or broken into. Below re some exmples of wht we my request. However, we my lso sk for other informtion, documents nd ssistnce relevnt to your clim. Informtion Documents Assistnce Detils of third prties nd witnesses Sttement of events Sketch or photogrph of the ccident scene Correspondence received from nother prty (including court ppers) Driving licence Proof of identity nd ddress Vehicle documenttion such s V5, MOT nd proof of purchse Receipts nd invoices Finnce documents Attendnce t court Meetings with solicitors or us Your right to cncel the policy Following the expiry of your 14 dy sttutory cooling-off period, you continue to hve the right to cncel this policy nd/or ny dditionl cover options t ny time during its term vi your My ccount. If you do so, you will be entitled to refund of the premium pid in respect of the cncelled cover, less proportionte deduction for the time we hve provided such cover. If you cncel this policy we will lso chrge fee of up to (plus Insurnce Premium Tx where pplicble) to cover our dministrtive costs. You will not receive refund of premium if ny clim hs been mde under Section 1. Loss of or dmge nd; 1. We hve greed to settle your clim by pying the mrket vlue (less ny excess pplicble), or by replcing your cr under New Cr replcement; nd, 28

29 2. We hve not been ble to recover the full mount from responsible third prty. You cn cncel your policy online vi your My ccount, nd must confirm the surrender of your certificte of motor insurnce t the point of cncelltion. It is your responsibility to notify ll persons insured tht this policy hs been cncelled. Our right to cncel your policy We (or ny gent we ppoint nd who cts with our specific uthority) my cncel this policy nd/or ny dditionl cover options, where there is vlid reson for doing so, by sending t lest 7 dys written notice to the lst known postl nd/or e-mil ddress of the policyholder setting out the reson for cncelltion. Vlid resons include but re not limited to the following: Non-pyment of premium (including non-pyment of instlments under Generl Accident monthly credit fcility). If premiums or instlment pyment(s) re not pid when due we will write to you requesting pyment by specific dte. We will give you t lest 14 dys notice in writing if we intend to cncel due to non-pyment under Generl Accident monthly credit fcility. If we receive pyment by the dte set out in the letter we will tke no further ction. If we do not receive pyment by this dte we will cncel the policy nd/or ny dditionl cover options from the cncelltion dte shown on the letter. Where we resonbly suspect frud Where the persons insured fil to co-operte with us or provide us with informtion or documenttion we resonbly require, nd this ffects our bility to process clim or defend our interests. See the Clims procedure section of the Generl Conditions in this policy booklet. Where you hve not tken resonble cre to provide complete nd ccurte nswers to the questions we sk. See the Informtion nd chnges we need to know bout within the Your Policy section of this policy booklet nd the seprte Importnt Informtion notices supplied. If we cncel the policy nd/or ny dditionl cover options under this section you will be entitled to refund of the premium pid in respect of the cncelled cover, less proportionte deduction for the time we hve provided such cover, unless the reson for cncelltion is frud nd/or we re leglly entitled to keep the premium under the Consumer Insurnce (Disclosure nd Representtions) Act We will lso chrge fee of up to (plus Insurnce Premium Tx where pplicble) to cover our dministrtive costs. Importnt Note: The Consumer Insurnce (Disclosure nd Representtions) Act 2012 sets out situtions where filure by policyholder to provide complete nd ccurte informtion requested by n insurer llows the insurer to cncel the policy, sometimes bck to its strt dte nd to keep ny premiums pid. Where our investigtions provide evidence of frud or serious non-disclosure we my cncel the policy immeditely nd bckdte the cncelltion to the dte of the frud or when you provided us with incomplete or inccurte informtion, which my result in your policy being cncelled from the dte you originlly took it out. Return of insurnce certificte All vlid certifictes of motor insurnce must be returned/surrendered immeditely following cncelltion. It is your responsibility to notify ll persons insured tht this policy hs been cncelled. Other insurnce If t the time of ny clim rising under this policy there is ny other insurnce covering the sme loss, dmge or libility, we will only py our shre of the clim. This condition does not pply to benefits under Section 9. Legl services. This provision will not plce ny obligtion upon us to ccept ny libility under Section 2. Your libility which we would otherwise be entitled to exclude under exclusion 1 of tht section. 29

30 Your duty to prevent loss or dmge You shll t ll times tke ll resonble steps to sfegurd your cr from loss or dmge. You shll mintin your cr in rodworthy condition. You will llow us to hve free ccess to exmine your cr t ll times. Your duty to comply with policy conditions Our provision of insurnce under this policy is conditionl upon you observing nd fulfilling the terms, provisions, conditions nd cluses of this policy. Frud If your clim is in ny wy dishonest or exggerted we will not py ny benefit under this policy or return ny premium to you nd we my cncel your policy immeditely nd bckdte the cncelltion to the dte of the frudulent clim. We my lso tke legl ction ginst you. Pyments mde under compulsory insurnce regultions nd rights of recovery If the lw in ny country in which this policy opertes requires us to settle clim which, if this lw hd not existed, we would not be obliged to py, we reserve the right to recover such pyments from you or from the person who incurred the libility. Direct right of ccess Third prties my contct us directly in the event of ccident, loss or dmge s llowed under the Europen Communities (Rights Aginst Insurers) Regultions In these circumstnces we my del with ny clim, subject to the terms nd conditions of your policy. Monthly pyment pln If you hve chosen to py the premium using our monthly credit fcility, you must mke the regulr monthly pyments s required in the credit greement. If you do not do this we my cncel this insurnce s set out in the Our right to cncel your policy section within the Generl Conditions section of this policy booklet. If the credit greement requires you to py deposit, this deposit is required by the dte the insurnce strts or the policy will not be vlid. Milege We reserve the right to estblish the milege on your cr t ny time where your policy hs been rted on selected nnul milege bsis. Where the nnul milege hs been exceeded your premium will be incresed to tht which pplies to the milege driven. If we become wre tht the nnul milege hs been exceeded t the time of clim the dditionl premium will be deducted from the clim pyment. The higher premium will pply from the commencement of the period of insurnce. Cr shring nd insurnce If you receive contribution s prt of cr shring rrngement involving the use of ny cr insured under this policy for crrying pssengers for socil or similr purposes, we will not consider this to be crrige of pssengers for hire or rewrd provided the: 1. Cr is not constructed or dpted to crry more thn eight pssengers (excluding the driver). 2. Pssengers re not being crried in the course of business of crrying pssengers. 3. Totl contributions received for the journey concerned do not involve n element of profit. Importnt If your cr is used under cr shring rrngement nd there is ny doubt s to whether this rrngement is covered by the terms of your policy you should immeditely contct us for confirmtion. 30

31 Complints procedure Our promise of service Our gol is to give excellent service to ll our customers but we recognise tht things do go wrong occsionlly. We tke ll complints we receive seriously nd im to resolve ll our customers problems promptly. To ensure tht we provide the kind of service you expect we welcome your feedbck. We will record nd nlyse your comments to mke sure we continully improve the service we offer. Wht will hppen if you complin 1. We will cknowledge your complint promptly. 2. We im to resolve ll complints s quickly s possible. Most of our customers concerns cn be resolved quickly but occsionlly more detiled enquiries re needed. If this is likely, we will contct you with n updte within 10 working dys of receipt nd give you n expected dte of response. Wht to do if you re unhppy If you re unhppy with ny spect of the hndling of your insurnce we would encourge you, in the first instnce, to seek resolution by contcting: If you hve complint bout clim you cn emil us t [email protected] or go to whichever suits you nd sk your contct to review the problem. If your complint is regrding nything else you cn emil us t nd sk your contct to review the problem. If you re unhppy with the outcome of your complint you my refer the mtter to the Finncil Ombudsmn Service t: Or simply log on to their website t Whilst we re bound by the decision of the Finncil Ombudsmn Service, you re not. Following the complints procedure does not ffect your right to tke legl ction. Finncil Services Compenstion Scheme We re members of the Finncil Services Compenstion Scheme (FSCS). You my be entitled to compenstion from this scheme if we cnnot meet our obligtions, depending on the type of insurnce nd the circumstnces of your clim. Further informtion bout the scheme is vilble from the FSCS website or write to Finncil Services Compenstion Scheme, 10th Floor, Beufort House, 15 St Botolph Street, London, EC3A 7QU. Customer comments If you hve ny comments or suggestions bout our cover, services or ny other feedbck plese emil us t [email protected]. We lwys welcome feedbck so we cn improve our products nd services. The Finncil Ombudsmn Service Exchnge Tower London E14 9SR Telephone: (free from lndlines) or

32 To find out more bout us nd the other things we do, visit To report n ccident, cll us strightwy on And if you her from nother prty bout your clim, sk them to get in touch with us insted. For our joint protection clls my be recorded nd/or monitored. Generl Accident is trding nme of Aviv Insurnce Limited (Registered in Scotlnd No Registered office: Pithevlis, Perth, Scotlnd PH2 0NH. Firm reference number ). Aviv Insurnce Limited is uthorised by the Prudentil Regultion Authority nd regulted by the Finncil Conduct Authority nd the Prudentil Regultion Authority. You my check this informtion nd obtin further informtion bout how the FCA protects you by visiting their website or by contcting them on LMDOC11494 (V34)