Mobile Phone Insurance First Directory Policy number FD070104M Policy Terms and Conditions Please read this policy and keep it for reference
First Directory Mobile Phone Insurance: Policy Terms and Conditions first direct: Our service explained first direct is an intermediary and, for Mobile Phone Insurance, deals exclusively with Allianz Insurance plc. Allianz are the provider of this First Directory Mobile Phone Insurance policy. Once the policy has commenced, Allianz will be responsible for ongoing policy administration including claims settlement. Please note that we provide information only and not advice in relation to this insurance policy. first direct is a division of HSBC Bank plc which is authorised and regulated by the Financial Services Authority (FSA registered number 114216) for general insurance business. Registered in England number 14259. Registered Office: 8 Canada Square, London E14 5HQ. You may check HSBC s name, address and statutory status by calling 08 456 061 234 or via FSA website at www.fsa.gov.uk/pages/register Controlling interests HSBC Bank plc is a member of the HSBC Group, the ultimate parent company of which is HSBC Holdings plc. HSBC Holdings plc beneficially holds 100% of both the shares and voting power of HSBC Bank plc. HSBC Life (UK) Limited is a wholly owned subsidiary of HSBC Bank plc. The following insurance companies are also wholly owned members of the HSBC Group: First Directory Mobile Phone Insurance: Introduction This is your First Directory Mobile Phone Insurance policy document. Please keep this policy document in a safe place as it will be required if you need to make a claim. We will provide insurance cover in accordance with the terms and conditions of this policy for your mobile phone during the period of cover. We strongly recommend that you register your mobile phone with us as this will enable us to assist you more quickly in the event that you need to make a claim. To register your mobile phone, please go online at www.firstdirect.com/mobileinsurance 2
Policy Definitions Some of the words in this policy document have specific meanings. These are explained below and have the same meaning wherever they appear in bold text throughout this policy document. Abroad Accidental Damage/ Accidentally Damaged Authorised User(s) Commercial vehicle Cover IMEI number Loss Mobile phone Period of cover Policy Policy Document In a country other than the United Kingdom Damage caused suddenly and by external means and as a result of an unexpected and unintentional event. This does not include damage caused by wear and tear, any gradually operating cause or faulty design or faulty materials. A maximum of 2 people you register with us as also using your mobile phone with your permission. Any vehicle used wholly or partly for commercial or business purposes or any other vehicle which, at the time of loss, theft or accidental damage to the mobile phone, is being used for commercial or business purposes. The benefits provided under this policy. International Mobile Equipment Identity number. A serial number that uniquely identifies your mobile phone. The disappearance of your mobile phone (or parts of your mobile phone) in circumstances that do not involve theft. A mobile telephone or mobile device with phone capability, which is used as the primary mobile communication device by you or an authorised user, consisting of a handset, standard battery and a Subscriber Identity Module (SIM) card. A mobile phone does not include accessories such as but not limited to wrist straps, carry cases, memory cards or styluses which are not integral to the device. The period you are a First Directory member and this insurance is offered to you as an authorised user. The contract of insurance between you and us. This insurance document which describes the terms and conditions of your policy. Policy year A 12 month period commencing from the start date and every 12 months thereafter while you remain a First Directory member. Price Proof of purchase Public place SIM card Start date Means the amount you paid for your mobile phone at the date of purchase excluding any credit charges, postage and/or packaging, interest charges or insurance costs. A valid VAT receipt or an equivalent document from the retailer which shows the IMEI number of your mobile phone and proves that you own the mobile phone, or a mobile phone statement which shows your name and the IMEI number of your mobile phone. An indoor or outdoor area, whether privately or publicly owned, to which the public have access whether on payment or otherwise. For example, a bar, restaurant, bus stop, village fete, park etc. Subscriber Identity Module Card. A card containing your subscriber identity and which enables services to be charged to your mobile phone or an account when used in conjunction with your mobile phone. The date you become a First Directory member. 3
Unattended Unauthorised Calls United Kingdom (UK) We, us, our You, your Left by you so you are not in a position to prevent loss or theft of your mobile phone. Calls made from your mobile phone after being lost or stolen and whilst not barred by the network provider. England, Scotland, Wales, Northern Ireland and shall be deemed to include the Channel Islands and the Isle of Man. Allianz Insurance plc. The person(s) whose name(s) appears on a registered First Directory account. First Directory Mobile Phone Insurance: What is covered? Cover Included Excess Applicable We will provide the covers in the table above for you and any authorised users during the period of cover whilst you own your mobile phone and are a resident of the United Kingdom. We will pay a maximum of 2 claims in any policy year for each member. The insurance: How will your claim be settled? Maximum Claim Limit (subject to excess) Accidental Damage 35 600 Loss 35 600 Theft 35 600 Unauthorised Calls - Monthly Contract Unauthorised Calls - Pay as You Go N/A 1,500 N/A 150 If your mobile phone is lost or stolen during the period of cover, we will either replace it or provide you with instructions on how you can get it replaced through the original handset manufacturer of your mobile phone. If your mobile phone is accidentally damaged during the period of cover, we will either repair it, replace it or provide you with instructions on how you can get it repaired or replaced through the original handset manufacturer of your mobile phone. If we decide to repair your mobile phone, we will provide you with a mobile phone with basic call and text functionality to use whilst your mobile phone is being repaired. The mobile phone we provide may not be the same specification as your mobile phone. Alternatively, we may offer you a cheque or a voucher settlement up to the price of your mobile phone. If we decide to replace your mobile phone, we will try to replace it with an identical model. If we cannot provide an identical model, we will provide a mobile phone with similar features and functionality to your mobile phone. The colour of any replacement mobile phone may not be the same as the one you have claimed for. Any replacement mobile phones we provide will come from new stock, except Apple mobile phones which may come from new or refurbished stock. If the value of the replacement mobile phone is less than the price of your mobile phone, the value of the replacement is the maximum that you can claim on this policy. 4
The insurance: What is not covered? We will not provide cover for the following: 1. The first 35 of each and every claim. 2. Theft if your mobile phone was within your or an authorised user s control unless: a. it was concealed on you or an authorised user, for example in a pocket or handbag b. physical force or violence against you or an authorised user was used or threatened, for example if you were holding your mobile phone and you were mugged 3. Theft if your mobile phone was left unattended unless: a. it was concealed in a locked boot or internal compartment of a motor vehicle and all the vehicle s security systems were activated and the theft of your mobile phone resulted in force and damage to the vehicle; b. it was left in a building or other property, and force resulting in damage to the building or premises was used to gain entry or exit; c. it was stored in a fixed, locked container, for example a gym locker, and force resulting in entry to that container was used d. it was kept in a safe where a safe was available, for example in a hotel bedroom 4. Theft from any commercial vehicle 5. Theft that is not reported to the police within 48 hours, and reported to us within 7 days. 6. Loss or theft if this happens whilst your mobile phone is being used by someone who is not registered on your policy as an authorised user; 7. Loss of your mobile phone if its last known whereabouts was within your or an authorised user s permanent place of residence; 8. Loss or theft where your mobile phone has been left negligently or deliberately in a public place; 9. Any Damage caused by: a. a deliberate or wilful act, or negligence of the user of the mobile phone; b. not following the manufacturer s instructions; c. routine servicing, inspection, maintenance or cleaning; d. wear and tear or gradual deterioration; e. the weather such as flood or lightning; f. rusting, oxidisation, condensation, damp or any other climatic or atmospheric conditions; g. software, accessories or any form of electronic virus; h. any manufacturers defect or fault for which the mobile phone has been recalled by the manufacturer. 10. Any mobile phone that does not contain a SIM card at the time of the incident claimed for; 11. Cosmetic damage which does not stop your mobile phone from working; 12. Any repairs carried out by persons not authorised by us; 13. Mechanical or electrical breakdown other than when caused by accidental damage; 14. Any claim where the user is not registered with us as an authorised user; 15. Any claim where the mobile phone is used primarily for business or commercial purposes; 16. Any costs for the replacement or reinstatement of any data, information or music stored on the mobile phone; 17. Any damage to, or loss or theft of, any accessories used with or attaching to your mobile phone; 18. Any costs suffered by you as a result of not being able to use the mobile phone, or any costs other than the repair or replacement cost of the mobile phone; 19. Any costs incurred due to any texts or downloads made on the mobile phone if it is lost or stolen; 20. Any costs incurred for replacement SIM cards; 21. Any cost arising from the routine servicing, inspection or maintenance of the mobile phone; 22. Claims made because your mobile phone has been confiscated or is being held by any government agency including but not limited to the police or HM Revenue and Customs. 5
The insurance: General conditions 1. Authorised users must abide by these terms and conditions; 2. You cannot transfer this insurance to anyone else; 3. You must have proof of purchase for the mobile phone; 4. You can change the mobile phone that you have registered with us at any time but you will also need proof of purchase for all replacement mobile phones; 5. You must take all reasonable precautions to prevent any damage, loss or theft of your mobile phone; 6. This policy may only be altered, varied or its conditions relaxed by us or first direct, giving you 30 days notice in writing. 7. This policy will end automatically with effect from the first date on which any of the following happen: a. The date you cease to be a resident within the United Kingdom; b. The date on which you no longer have ownership of a mobile phone; c. The date on which you cease to be a First Directory member. Claims: General 1. If you make a claim you must be able to provide proof of purchase; 2. If your mobile phone is lost or stolen abroad, we will not settle your claim until you have returned to the United Kingdom; 3. You must report any loss or theft to the police (local police if you are abroad) and obtain a lost property or crime reference number (as applicable) and police station details. 4. If we ask you for a lost property or crime reference number, you must provide this; 5. You must report any loss or theft to your network provider and ensure that the handset is barred; 6. If you make a claim where violent or forcible entry is involved, you may be asked to produce evidence of this. 7. We may ask for documentation to support your claim. If you do not provide the documentation we ask for, we may decline your claim. If we ask you for documentary proof, you must provide this within 28 days; 8. A claim for unauthorised calls can only be made as part of a valid loss or theft claim; 9. If you make a claim for unauthorised calls incurred on a monthly contract, you must provide the monthly mobile phone bill(s) covering the period of unauthorised calls, and for the month prior to the unauthorised calls; 10. If you make a claim for unauthorised calls or loss of call credit on a Pay as You Go mobile phone, you must provide proof of your outstanding call credit from your network provider; 11. If you make a claim that we think may be dishonest, we will refuse to settle it. If we do settle your claim but later discover that your claim was dishonest, we will take action to recover any cost we have incurred to fulfil your claim, including the cost of the replacement mobile phone or vouchers that we have given you and any costs incurred in the process of recovering the replacement phone or vouchers. 12. If you have claimed for loss or theft and your mobile phone is subsequently found, it will belong to us and you will have to send it to us. 13. We will only pay a maximum of 2 claims per First Directory member in any policy year. 6
Claims: How to claim You must report the incident in accordance with the following timetable: Action Required Report to Network Provider Accidental Damage N/A All claims for unauthorised calls must be made at the same time as reporting a loss or theft claim to us. To make a claim please go online at www.firstdirect.com/mobileinsurance or call us on 0844 893 9579. To help us deal with your claim as quickly as possible, please have the following to hand: IMEI Number your mobile phone Proof of purchase of your mobile phone Loss or crime reference number (loss or theft claims only) loss or theft claims only) loss or theft claims only) If you do not have all of the above information, please call Allianz to start your claims process in the meantime. You may be asked to complete a claim form. Please note that if you are abroad, we will not repair or replace your mobile phone until you return to the UK. The period of the insurance and how you can cancel it 1. The term of your policy is for an initial 12 month period, commencing from the start date and will continue on a monthly basis thereafter. Your policy will automatically renew each month for as long as you remain a First Directory member; subject to the continuation of first direct s agreement with us. You should review this cover periodically to ensure it remains adequate for your needs. 2. We can cancel the policy at any time by giving 30 days notice in writing to the address for you that we have on your policy records. 3. We may also cancel your cover if you make a claim that we think is false or dishonest or if we think you are otherwise failing to act in good faith. 4. You can cancel this insurance by cancelling your First Directory membership. To cancel this insurance and your First Directory membership, please contact first direct. 7 Incident Loss Within 24 hours Report to Local Police N/A Within 48 hours Loss or Crime Reference Number Required (as applicable) Report to Allianz (if in the UK) Report to Allianz (if abroad) Theft Within 24 hours Within 48 hours of return to UK of return to UK of return to UK
The law that applies to this policy Unless we agree otherwise: 1. the language of the policy and all communications relating to it will be English; and 2. all aspects of this contract of insurance, including negotiation and performance, are subject to English law and the decisions of the English courts. Other insurance If you have other insurance that provides the same or substantially similar benefits, you must tell us this when you make a claim. We will not pay more than our share of any claim if this is covered by other insurance. Rights of Third Parties A person or company who was not a party to this policy has no right under the Contracts (Rights of Third Parties) Act 1999 or any subsequent legislation to enforce any term of this policy, but this does not affect any right or remedy of a third party which exists or is available apart from such Act. The policy: How to complain If you have a complaint about the way in which the policy was sold to you, please call first direct on 08 456 100 100 or write to: first direct 40 Wakefield Road Leeds LS98 1FD United Kingdom If you have a complaint with regard to this insurance policy or a claim, please call us on 01483 260 758, or email schemescsm@allianz.co.uk or write to: Customer Satisfaction Manager Allianz Insurance plc PO BOX 589 Great West House (GW2) Great West Road Brentford TW8 1AH United Kingdom We will try to respond to your complaint within five working days. If we cannot, we will send you an acknowledgement letter to keep you informed of the progress we are making. If you are not happy with the response you receive, you can take this up with the Financial Ombudsman Service. We, but not you, are bound by any decision they reach. Their address is: Financial Ombudsman Service Insurance Division South Quay Plaza 183 Marsh Wall London E14 9SR You must contact the Ombudsman within six months of receiving our response to your complaint. The Ombudsman will not be able to help you unless you have first made your complaint to us. 8
Financial Services Compensation Scheme You may be entitled to compensation from the Financial Services Compensation Scheme (FSCS), if we cannot meet our liabilities under this agreement. The level of Compensation provided by the FSCS is 90% of the claim without any upper limit. Further information is available from the FSCS on 0800 678 1100 or 0207 741 4100 or at enquiries@fscs.org.uk Your personal data: How we will use this We will keep the information you give us so we can: your identity your policy you make We will authorise the repair or replacement of an accidentally damaged, lost or stolen mobile phone. When processing claims, we may contact the Police to make sure that your loss or crime reference number is genuine. We will record details of your mobile phone on relevant databases and registers for the purposes of crime prevention and detection. If you make a claim, we may record details of the claim on relevant insurance industry databases for future claims administration and further fraud prevention and detection purposes. You are entitled to a copy of the information held about you by us. Please note that the standard Data Subject Access Request fee will apply if you request this information. If you would like to see this information, please write to: Group Compliance Officer Allianz Insurance plc 57 Ladymead Guildford Surrey GU1 1DB By taking out this policy, you agree that for us to manage this contract we may transfer your information outside the European Economic Area (EEA). Recording calls We may record calls you make to us. We do this so we can: us our performance our staff training General Rights We are committed to meeting the needs of all our policyholders. All letters and other documents are available in Braille, large print or on audio tape. Allianz Insurance plc: Our regulatory status First Directory Mobile Phone Insurance is underwritten by Allianz Insurance plc: Registered in England No. 84638. Registered Office: 57 Ladymead, Guildford, Surrey, GU1 1DB, United Kingdom. Administered by: Allianz Insurance plc, PO Box 589, Great West House (GW2), Great West Road, Brentford, TW8 1AH, United Kingdom (CPL0274 12.12). Allianz Insurance plc is authorised and regulated by the Financial Services Authority (FSA). Our authorisation can be confirmed by the FSA by calling 0845 606 1234 or at www.fsa.gov.uk. Our FSA registration number is 121849. 9
first direct Mobile Phone Insurance Allianz Insurance plc 57 Ladymead Guildford Surrey GU1 1DB Important notes Calls to Allianz Insurance plc may be recorded for quality control and staff training and to provide a record in case either you or Allianz dispute any conversation that may have taken place. Issued by first direct a division of HSBC Bank plc. HSBC Bank plc is a member of the HSBC Group. Registered in England, number 14259. Registered Office: 8 Canada Square, London E14 5HQ. HSBC Bank plc 2012. All Rights Reserved. CK-FDMPIB 12/12 11996-0 (v2)