Your Car Insurance Policy Summary

Transcription

1 Your Car Insurance Policy Summary Important information you need to know about your car insurance

2 Important telephone numbers Car Insurance claims Legal Expenses claims UK Emergency Breakdown helpline EU Emergency Breakdown helpline Excess Protect claims Substitute Vehicle claims Key Cover claims In order to maintain a quality service, telephone calls may be monitored or recorded

3 Policy Summary This policy summary does not contain full details and conditions of your insurance these are located in your policy wording. Type of insurance and cover Car insurance for private cars. This insurance provides comprehensive cover. Conditions You must do all you can to protect your car and keep it in a roadworthy condition. When leaving your car, personal belongings must be locked in the glove box or boot. You must also remove, if possible, your audio equipment and activate any security features. Failure to comply with these may jeopardise your claim or cover. Significant features and benefits Part A: Loss and damage Replacement or repair of your car or spare parts if your car, accessories or spare parts are lost, stolen or damaged. New car replacement within the first 12 months of your purchase from new if the car is a total loss or stolen and not recovered. Replacement of broken windscreens or glass and repairs to bodywork caused by them breaking without loss of no-claims discount. Fitted audio and visual equipment covered up to 500. Medical expenses cover up to 250 for you, your driver or any passengers following an accident in your car. Part B: Liability to others Your legal responsibility for: a) death or injury to other persons UNLIMITED. b) damage to other persons property up to 20,000,000. Legal fees and expenses if we provide our written permission. Emergency medical treatment. Part C: Foreign use 93 days cover in any one year for travelling abroad. You must give us notification of the trip. Part D: Injury benefits Cover is subject to age restrictions, please see the policy wording for details. As a result of an accident involving your car: a) Death - 7,500 for you and any passengers. b) Loss of sight or limbs - 5,000 for you and your family members normally living with you. Part E: Personal belongings Up to 100 for loss or damage to personal belongings carried in your car following an accident, fire, lightning, explosion. Cover is also provided under this section for loss or damage due to theft or attempted theft as long as the items are in a locked glove box or boot when the car is unoccupied. Car sharing Cover when receiving payments towards the running costs for carrying passengers for social purposes. Car service cover Cover whilst your car is in the custody or control of a motor garage for maintenance, repair, testing or servicing or at a hotel or restaurant where your car has been parked for you. Significant or unusual exclusions or limitations The standard excesses and any additional amount you have agreed to pay will be shown within your policy wording or on the policy schedule/statement of fact. General exceptions When the vehicle is being used on part of an aerodrome or airport used for aircraft taking off or landing, aircraft parking areas, including service roads, ground equipment parking areas, or any part of passenger terminal within the customs examination area. Earthquake, riot or civil commotion outside of England, Scotland, Wales, the Isle of Man or the Channel Islands, radioactive contamination, war risks, pollution and contamination. Exclusions under Part A: Loss and damage Loss of value after a repair, damage to tyres from braking, punctures and cuts, loss of your car by deception, return to legal owner, loss if left unlocked or with the keys in the car and the cost of any hired alternative transport. Where your car is not to United Kingdom specifications and any part or accessory becomes unobtainable or out of stock in the United Kingdom, increased repair or replacement costs or storage of your car. Exclusions under Part B: Liability to others Anyone driving your car that is disqualified from 2

4 driving or has never held a driving licence. Any loss or damage to property, legal liability, injury or other loss directly or indirectly caused by or contributed to, by or arising from terrorism. Exclusions under Part C: Foreign use Any legal action taken against you outside the United Kingdom, unless it is a result of using your car in a country for which we have agreed to extend this insurance cover. Exclusions under Part E: Personal belongings Theft of personal belongings unless contained within a locked boot or glove compartment while the car is unoccupied. Duration This is an annually renewable policy. Law applicable This Insurance is governed by English Law Cancelling your policy This section applies to your motor insurance only. For terms relating to any additional optional covers, please refer to the appropriate section. You have 14 days from when you receive your policy documents or the purchase date of your policy, whichever is later, to telephone or write to Castle Cover at the address shown below if you want to cancel your policy. This is known as a cooling-off period. If you cancel your policy and cover has not started Castle Cover will refund any premium paid. If you cancel your policy and cover has started as long as you have not made a claim and neither you nor anyone who may be entitled to cover under this policy is aware of any circumstances having occurred which might give rise to a claim, you will be charged a proportion of your premium to reflect the time that you were covered under your policy. If any claim has been made or anyone who may be entitled to cover under this policy is aware of any circumstances having occurred which might give rise to a claim during the period of insurance, you must pay the full annual premium and you will not be entitled to any refund. If you do not cancel your policy during the cooling-off period, it will remain in force and you will be required to pay the premium for the period of insurance. You may cancel your policy any time after the coolingoff period by telephoning or writing to Castle Cover at the address shown below. As long as you have not made a claim and neither you nor anyone who may be entitled to cover under this policy is aware of any circumstances having occurred which might give rise to a claim you will be charged a proportion of your premium to reflect the time that you were covered under your policy. If any claim has been made or anyone who may be entitled to cover under this policy is aware of any circumstances having occurred which might give rise to a claim during the period of insurance, you must pay the full annual premium and you will not be entitled to any refund. We and Castle Cover have the right to cancel this policy at any time by sending you seven days notice where there is a valid reason for doing so and will set out the reason for cancellation in the notice. Valid reasons include but will not be limited to those listed below; Changes to the information detailed on your proposal, statement of insurance or statement of fact, Schedule or Certificate of motor insurance which result in the risk of providing cover to you no longer being acceptable to us. Where the circumstances of a new claim, or an incident we or Castle Cover have become aware of mean that we no longer wish to provide cover. Where a fraudulent claim has been submitted or we suspect fraud on this or any other policy you have with us. Where you, a person acting on your behalf, or any person covered to drive the car uses threatening, intimidating or abusive behaviour or language towards our or Castle Cover staff, suppliers or agents acting on our behalf. Where any person claiming cover under this policy fails to provide us or Castle Cover with any reasonable information or documents (such as no claims bonus) we or Castle Cover ask for. (Notice will be sent to you allowing you an opportunity to rectify the situation by providing us or Castle Cover with the information or documents). Where you or anyone acting on your behalf failed to take reasonable care to provide us or Castle Cover with accurate information when you took out, renewed or asked for changes to be made to your policy in circumstances where we would not be able to (or have chosen not to) treat your policy as if it did not exist in accordance with General condition 5, but where we nevertheless no longer wish to provide cover going forwards. Where Castle Cover is unable to collect a premium payment due to insufficient funds in the account you have nominated to pay from. (Notice will be sent to you allowing you an opportunity to rectify the situation and confirming that a second attempt to collect the payment will be made). Where Castle Cover is unable to collect a premium payment due to a Direct Debit Instruction being cancelled. (Notice will be sent to you allowing you an opportunity to rectify the situation by paying the full outstanding premium). As long as you have not made a claim and neither you nor anyone who may be entitled to cover under this policy is aware of any circumstances having occurred which might give rise to a claim you will be charged a proportion of your premium to reflect the time that you were covered under your policy. If any claim has been made or anyone who may be entitled to cover under this policy is aware of any circumstances having occurred which might give rise to a claim during the period of insurance, you must pay the full annual premium and you will not be entitled to any refund. 3

5 Making changes to your policy If you make any changes to your policy during the period of cover, you will incur an administration charge. Refer to your policy documents for full details of our charges. Non payment of premiums If you pay by instalments and you fail to make a payment we will charge you a default fee and may cancel your policy from the date the payment was due. If we cancel your policy our cancellation charge will also be payable. You will remain liable for the difference between the premium you owe and the amount you have actually paid. If you have made a claim against your policy you will be liable for the full premium. Car claim notification To make a claim, contact our claims advisers on the claims notification number How to complain This section applies to any complaints relating to the service provided by Castle Cover and to your motor insurance providers only. For full details on making a complaint relating to any optional product which you have selected to cover under this policy, please refer to the relevant pages within this book. If you have cause for complaint, it is important you know that Castle Cover and your insurer are committed to providing you with an exceptional level of service and customer care. Things can go wrong and there may be occasions when you feel that you have not been provided with the service you expected. Should this happen, a process exists to review such matters and, where appropriate, to put things right. Who to contact The most important factors in getting your complaint dealt with as quickly and efficiently as possible are: To be sure you are talking to the right person. That you are giving them the right information. If your complaint concerns the service at Castle Cover If you wish to make a complaint about the service Castle Cover has provided for your motor policy (including information or documentation we have issued to you), please contact them in writing, quoting your reference number, as follows: By phone: The Customer Relations Manager Castle Cover Deansleigh House Deansleigh Road Bournemouth BH7 7DU By customerrelations@castlecover.co.uk Castle Cover will try to resolve your complaint within three working days and send you a summary resolution letter. If that is not possible, they will be in contact with you within five working days of receiving your complaint to advise what they are doing to resolve the problem and the timeframe by which you can expect a final response. If your complaint cannot be resolved If you are not satisfied with either the summary resolution or final response letter from Castle Cover, you have the right to refer your complaint to the Financial Ombudsman Service, free of charge, but you must do so within six months of the date of the summary resolution or final response letter. Referral to the Ombudsman does not affect your right to take legal action. You can contact them as follows: Financial Ombudsman Service Exchange Tower Harbour Exchange Square London E14 9SR By phone: By complaint.info@financial-ombudsman.org.uk Please note that if you do not refer your complaint within the six months, the Ombudsman will not have Castle Cover s permission to consider your complaint and therefore will only be able to do so in very limited circumstances. For example, if it believes that the delay was as a result of exceptional circumstances." If your complaint concerns the service provided by your motor insurer If your complaint is about the service provided by your insurer (including complaints about service or the amount offered in settlement of a claim), you should contact your motor insurer as follows: Ageas If your complaint is specifically in relation to a claim, please contact the number provided to you on your claims documentation, or please write to: Customer Services Ageas Insurance Limited Ageas House Hampshire Corporate Park Templars Way Eastleigh Hampshire SO53 3YA Or visit: Financial Services Compensation Scheme Castle Cover and your insurer are covered by the independent Financial Services Compensation Scheme (FSCS). You may be entitled to compensation from the scheme in the unlikely event we cannot meet our obligations to you. This depends on the type of insurance and circumstances of the claim. Further information about the compensation scheme arrangements is available from the FSCS ( org.uk) or by writing to the FSCS at 10th Floor, Beaufort House, 15 St Botolph Street, London, EC3A 7QU or by phoning or

6 Legal Expenses Policy Summary (Optional) Your policy schedule will show if you have selected this cover. This is a summary of the cover provided under the Castle Cover Legal Expenses policy and does not include all the benefits, limits and exclusions that apply. The full terms and conditions of the cover can be found in the motor policy booklet so please take the time to read the policy document to make sure you understand the cover it provides. This policy will run concurrently with your motor insurance policy for a maximum of 12 months. If you arranged this policy after the start date of your motor insurance policy, cover will be provided from the date you bought it and will end on the expiry of your motor insurance policy. Who provides your cover This insurance policy is managed and provided by Arc Legal Assistance Limited and is underwritten by Ageas Insurance Limited. This policy will cover The insurance covers advisers costs and other costs and expenses as detailed under the separate sections of cover, up to the limit of indemnity which is 100,000. We will appoint a solicitor to act for you that specialises in the relevant area of law. We will negotiate for: Uninsured loss recovery Personal injury Motor prosecution defence Motor contract disputes Vehicle cloning Insurance database disputes This policy will not cover Any claim reported to us more than 180 days after the incident occurred. Any legal costs that you pay or agree to pay before the claim is accepted. For claims made under contract disputes, the contract in dispute must have been entered into after the insurance started. There must be more than a 50% chance of winning the case and achieving a positive outcome Cancellation Within 14 days of starting this policy You have 14 days from either the start date of the policy or the date you receive the policy document (whichever date is later) to cancel this cover. You can cancel by writing to Castle Cover or phoning Castle Cover on Providing a claim has not been made, a full refund of your premium will be provided. Cancellation after the 14 days Cancellation can take place immediately or at a later date by phoning Castle Cover on If no claims have been made during the insured period, Castle Cover will refund a percentage of the premium paid in proportion to the period of insurance left unused. If you breach the terms of this contract, your insurer, or anyone they authorise, may cancel the insurance by giving seven days notice in writing to you at the address shown on the schedule, or alternative address provided by you. No refund of premium shall be made. The reason for cancellation will be set out clearly in the communication with you. Making a claim You should call and quote Castle Cover Legal to obtain advice and request a claim form. Upon return of a completed claim form we will assess the claim, and if covered send details to the adviser who will then contact you to discuss any assistance you require (including a claim in relation to a hire car or vehicle repairs). How to make a complaint If you are unhappy with the service that has been provided by Castle Cover (including information or documentation issued to you), you should contact Castle Cover as follows: Customer Relations Manager, Castle Cover, Deansleigh House, Deansleigh Road, Bournemouth, Dorset, BH7 7DU By phone: By customerrelations@castlecover.co.uk If your complaint is about the service provided by Arc Legal Assistance Limited, you can contact them in the following ways: Arc Legal Assistance Limited, PO Box 8921, Colchester, CO4 5YD By phone: Or by customerservice@arclegal.co.uk Arc Legal Assistance Limited/Castle Cover will try to resolve your complaint by the end of the third working day and they will send you a summary resolution letter. If they are unable to do this, they will write to you within five working days to let you know what they are doing to resolve your complaint and let you know who is dealing with the matter. 5

7 Within eight weeks of receiving your complaint, you will receive a final response or, if this is not possible, a reason for the delay plus an indication of when a final response will be provided. You have the right to ask the Financial Ombudsman Service to review your complaint, free of charge, if for any reason you are still dissatisfied with either the summary resolution or final response letter, or if Arc legal Assistance Limited/Castle Cover have not issued a final response within eight weeks from you first raising the complaint. However, you must do so within six months of the date of the summary resolution or final response letter. You can contact the Financial Ombudsman Service as follows: Financial Ombudsman Service, Exchange Tower, London, E14 9SR By phone: or Or by complaint.info@financial-ombudsman. org.uk Web: Please note that if you do not refer your complaint within the six months, the Ombudsman will not have Arc Legal Assistance Limited's or Castle Cover's permission to consider your complaint and therefore will only be able to do so in very limited circumstances. For example, if it believes that the delay was as a result of exceptional circumstances. Following the above complaints procedure does not affect your right to take legal proceedings. Financial Services Compensation Scheme Castle Cover and your insurer are covered by the independent Financial Services Compensation Scheme (FSCS). You may be entitled to compensation from the scheme in the unlikely event we cannot meet our obligations to you. This depends on the type of insurance and circumstances of the claim. Further information about the compensation scheme arrangements is available from the FSCS ( org.uk) or by writing to the FSCS at 10th Floor, Beaufort House, 15 St Botolph Street, London, EC3A 7QU or by phoning or

8 Emergency Breakdown Policy Summary (Optional) Your policy schedule will show if you have selected this cover. Intana Motor Assistance This Emergency Breakdown service is provided by Intana, a trading style of Collinson Insurance Services Limited, Sussex House, Perrymount Road, Haywards Heath, West Sussex, RH16 1DN. Our registered Head Office is located at Cutlers Exchange, 123 Hounsditch, London, EC3A 7BU. The Emergency Breakdown insurance is underwritten by Ageas Insurance Limited, Ageas House, Hampshire Corporate Park, Templars Way, Eastleigh, Hampshire, SO53 3YA. Registered in England and Wales No Ageas Insurance Limited is authorised by the Prudential Regulation Authority and regulated by the Financial Conduct Authority and the Prudential Regulation Authority. This policy summary provides key information about Intana Motor Assistance which you should read. It does not contain the full terms and conditions of the policy which can be found in the Emergency Breakdown section of Your Car Insurance Policy Booklet. Your cover will be valid for one year or until you have made six claims if this is sooner. Intana Motor Assistance is an Assistance Insurance contract. It will assist you if your vehicle is immobilised due to a breakdown, accident, or theft. Features and Benefits Applicable to All Sections We will organise and provide emergency assistance as described 24 hours a day 365 days a year if the vehicle you have insured with us breaks down. Significant Exclusions or Limitations Applicable to All Sections Your vehicle must not weigh more than 3.5 tonnes gross vehicle mass or be over 5.5 metres in length, over 3 metres high or 2.3 metres wide. You are covered for a maximum of six breakdowns a year. Policy Section Definitions - "Vehicle" Section 1 - Motor Recovery (Cover under this section is also available to Motor Recovery Plus and Motor Recover Gold policies.) Features and Benefits Significant Exclusions or Limitations Policy Section Emergency roadside repairs We will attend the scene of the breakdown, and where possible carry out emergency repairs to your vehicle. Cover is limited to the contractor s call out costs and up to one hour s roadside labour costs. The breakdown must occur at least one mile from your home. Cover does not include any labour charges incurred at the repairer s premises or the cost of replacement parts. ASSISTANCE SERVICES UNDER THIS POLICY - Section 1, Item 1 - "Emergency roadside repairs" Vehicle recovery If we cannot carry out Emergency Roadside Repairs to your vehicle, we will recover your vehicle and anyone in it to the nearest repairer or to your home if this is nearer. The policy covers the cost of this. Cover applies if your vehicle cannot be repaired where you breakdown within one hour of our arrival. Recovery is to a single destination Cover does not include any labour charges incurred at the repairer s premises, the cost of replacement parts or any toll and sea transit charges for the vehicle. ASSISTANCE SERVICES UNDER THIS POLICY - Section 1, Item 2 - "Vehicle recovery" Territorial limits United Kingdom of Great Britain and Northern Ireland, the Isle of Man and the Channel Islands 7

9 Section 2 - Motor Recovery Plus (Cover under this section is also available to Motor Recovery Gold policies.) Features and Benefits Significant Exclusions or Limitations Policy Section Doorstep Cover We will attend the scene of the breakdown, and where possible carry out emergency repairs to your vehicle Cover is limited to the contractor s call out costs and up to one hour s roadside labour costs. Cover does not include any labour charges incurred at the repairer s premises, the cost of replacement parts or any toll and sea transit charges for the vehicle. ASSISTANCE SERVICES UNDER THIS POLICY - Section 2, Item 1 - "Doorstep Cover" Getting you to your destination If we cannot carry out Emergency Roadside Repairs on your vehicle, we will either arrange and pay to transport your vehicle, or you and your passengers, or both to the same destination within the UK area; or for you to hire a vehicle for up to 24 hours to continue your journey within the UK area; or to transport you and your passengers to a hotel we will reimburse the cost of your over night hotel accommodation. Cover applies if your vehicle cannot be repaired on the same day as the breakdown. You and anyone else in the vehicle must all go to the same destination. A category A vehicle will be supplied. You will have to pay the hotel bill and claim reimbursement under your policy. The most you can be reimbursed for is 50 per person, per night for accommodation. The most you can claim for the cost of your transport to the hotel and your accommodation is 300 per breakdown. You must send all receipts in support of your claim. We will decide how best to help you. Cover does not include costs which would have been incurred had the claim not occurred, toll and sea transit charges for the vehicle or long-distance transport of the vehicle to a repairer, solely to claim under a warranty scheme, when a suitable alternative repairer is nearer to hand. ASSISTANCE SERVICES UNDER THIS POLICY - Section 2, Item 2 - "Getting you to your destination" Territorial limits United Kingdom of Great Britain and Northern Ireland, the Isle of Man and the Channel Islands 8

10 Section 3 - Motor Recovery Gold Cover under this section is available to Motor Recovery Gold policies only. Cover included under Motor Recovery and Motor Recovery Plus is also available to Motor Recovery Gold policyholders. Cover only applies if your Vehicle is under 10 years old. Features and Benefits Significant Exclusions or Limitations Policy Section Cover Prior to Departure If your vehicle breaks down within seven days prior to departure and cannot be repaired by your departure date, we will pay up to 750 for a hire car for your trip abroad. Cover does not include any claim under this section if you have purchased this policy less than ten days before the planned date of departure of your trip, or any claim where actual or imminent breakdown of your vehicle is discovered or diagnosed in the course of a service carried out less than ten days prior to your planned date of departure. Cover also does not include any fines, parking charges or congestion charges arising from use of a replacement vehicle, or the cost of fuel and oil used in the replacement vehicle. - Section 3, Item 1 - "Cover prior to departure" Emergency roadside repairs We will attend the scene of the breakdown, and where possible carry out emergency repairs to your vehicle. Cover is limited to the contractor s call out costs and up to one hour s roadside labour costs. Cover does not include any labour charges incurred at the repairer s premises or the costs of replacement parts. ASSISTANCE SERVICES UNDER THIS POLICY - Section 3, Item 2 - "Emergency roadside repairs" Vehicle recovery We will recover your vehicle and anyone in it to the nearest repairer. The policy covers the cost of this. Cover applies if your vehicle cannot be repaired where you breakdown within one hour of our arrival. Cover does not include any labour charges incurred at the repairer s premises, the cost of replacement parts, any toll and sea transit charges for the vehicle or any costs incurred outside the period of the trip. ASSISTANCE SERVICES UNDER THIS POLICY - Section 3, Item 3 - "Vehicle Recovery" Getting you to your destination We will either arrange and pay to transport you and your passengers, to a single destination; or for you to hire a vehicle to continue your journey; or to transport you and your passengers to a hotel and reimburse the cost of your over night hotel accommodation Cover applies if your vehicle cannot be repaired on the same day as the breakdown. You and anyone else in the vehicle must all go to the same destination, the most we will pay for any one claim for vehicle hire is 750. You will have to pay the hotel bill and claim reimbursement under your policy. The most you can be reimbursed for is 50 per person, per night for accommodation. The most you can claim for the cost of your transport to the hotel and your accommodation is 500 per breakdown. You must send all receipts in support of your claim. Cover does not include repatriation of vehicle occupants injured in an accident involving the vehicle, or trips solely within the UK area. We will decide how best to help you. ASSISTANCE SERVICES UNDER THIS POLICY - Section 3, Item 4 - "Getting you to your destination" 9

11 Section 3 - Motor Recovery Gold continued Features and Benefits Significant Exclusions or Limitations Policy Section Vehicle Repatriation If the vehicle cannot be and could not have been repaired by the intended time of your return home, we will pay to transport you, with your hand luggage and valuables, to your home address in the UK area if the vehicle cannot be and could not have been repaired; to transport the vehicle to your home address or repairer in the UK area or when agreed in advance by us, we will pay the cost of one person to travel to the location of the vehicle to drive the repaired vehicle to your home address in the UK area. the means of transport to be employed shall be at our discretion and subject to availability. the maximum we will pay under this policy to repatriate the vehicle will be limited to its current market value in the UK area. vehicle repatriation will only be carried out when it is apparent that repairs can be effected in the UK area, and when you confirm to us that these repairs will be put in hand. if a replacement vehicle has been provided, once the vehicle has returned to the policyholders home address within the UK area, it will no longer be covered irrespective of whether the original vehicle is still in the process of repatriation. cover does not include repatriation of vehicle occupants injured in an accident involving the vehicle, or trips solely within the UK Area. We will decide how best to help you. ASSISTANCE SERVICES UNDER THIS POLICY - Section 5 Vehicle Repatriation Replacement Parts Despatch If the vehicle needs replacement parts during a trip outside the UK area and these are not available locally, then on receipt of your instructions, we will pay freight charges involved in despatching them to the location of the vehicle. We will pay up to 600 under this section. Cover does not include the actual cost of replacement parts, forwarding charges for nonessential replacement parts, or forwarding charges in excess of the market value of the vehicle. ASSISTANCE SERVICES UNDER THIS POLICY - Section 6 Replacement Parts Despatch Territorial limits The European Union (other than the United Kingdom of Great Britain and Northern Ireland, the Isle of Man and the Channel Islands), Albania, Andorra, Bosnia, Herzegovina, Croatia, Gibraltar, Iceland, Liechtenstein, Macedonia, Monaco, Montenegro, Norway, San Marino, Serbia, Switzerland and Turkey (West of the Bosphorus) Significant Exclusions or Limitations Applicable to All Sections (Please refer to General Exclusions and Conditions Applying to all sections) Claims cannot be accepted: within the first 48 hours following your initial purchase of this policy; if you run out of oil, fuel or water; if your vehicle is unsafe or unroadworthy or has not been routinely serviced The cost of vehicle storage charges, parts, fuel or repair materials, replacement of broken windows, or keys. Recovery of a vehicle that cannot be recovered by a standard trailer or transporter. You must stay with your vehicle until help arrives. Transport of any animal or livestock is at our discretion and your liability. 10

12 Cancellation Provisions You may cancel your policy within 14 days of either receipt of your policy documents or the inception/ renewal date of your policy (whichever is later) with a full refund of premium (providing no claims have been made). In order to cancel, please telephone the Customer Services number or write to Customer Services, Castle Cover, Deansleigh House, Deansleigh Road, Bournemouth BH7 7DU. You can also cancel your policy at any other time and you will receive a partial refund of premium proportionate to the unexpired period of your policy providing you have not made a claim. Making a claim We are here to help you 24 hours a day, 365 days a year. In the event of a breakdown in the UK, call our Motor Assistance helpline on If section 3 is operative and you have a breakdown in Europe, call our Motor Assistance helpline on Please refer to your schedule for operative sections. When calling please provide the following information: Policyholder s name. Registration number of the vehicle. Make, model and colour of the vehicle. Nature of the breakdown and location of the vehicle. How to make a complaint The full complaints procedure is shown in the policy wording (pages 26 & 27). A copy will also be sent on request. If you have a complaint regarding the standard of service you have received under your policy, you should contact the policy administrator: Quality Department, Intana, Sussex House, Perrymount Road, Haywards Heath, West Sussex, RH16 1DN. By phone: By quality@intana-assist.com If you are still dissatisfied, short of court action, you can ask the Financial Ombudsman Service to review your case. This must be done within six months of our final decision. Contact details are: The Financial Ombudsman Service, Exchange Tower, Harbour Exchange Square, London, E14 9SR. Telephone: (landline) or (mobile). Financial Service Compensation Scheme Collinson Insurance Services Limited and Ageas Insurance Limited are covered by the Financial Services Compensation Scheme (FSCS). If they cannot meet their obligations you may be entitled to compensation under the scheme. For this type of policy, the scheme covers at least 90% of any claims with no upper limit. More information can be obtained from 11

13 Excess Protect Policy Summary (Optional) Your policy schedule will show if you have selected this cover. Introduction Some important facts about your Excess Protect insurance policy are summarised below. This summary does not describe all the terms and conditions of your policy, so please take time to read the policy document to make sure you understand the cover it provides. This insurance is underwritten by Ageas Insurance Limited. Ageas Insurance Limited is authorised by the Financial Conduct Authority and regulated by the Financial Conduct Authority and the Prudential Regulation Authority, Financial Services Register no This policy will run concurrently with your motor insurance policy for a maximum of 12 months. If you have taken out this policy after the start date of your motor insurance policy, cover will be provided from the date you purchased it and will end on the expiry of your motor insurance policy. What is covered This optional cover is designed to provide reimbursement of your excess in the event of a fault incident where no recovery can be made from a third party. This policy will pay to the value of your motor insurance policy excess up to a maximum of 500 (If your excess exceeds this amount you will be responsible for the difference) up to a maximum of two claims in the period of insurance. What is not covered Like all insurances of this type there are some exclusions. Please refer to the policy wording for a full and detailed list of the exclusions that apply to this policy. These are the main ones: Any claim for windscreen or glass damage. Any excess which is recoverable from a Third Party Any claim where the motor insurer does not provide cover under the terms of the underlying motor insurance policy. More than two claims in the period of insurance. Making a claim We hope you do not suffer any misfortune that would result in you making a claim but if you do, please read this policy wording to ensure the incident is covered under the terms of this policy. If you believe your claim to be valid then contact Ageas Services (UK) Limited on Lines are open 24 hours a day, 365 days a year. Cancellation right You may cancel your policy within 14 days of either receipt of your policy documents or the inception/ renewal date of your policy (whichever is later) with a full refund of premium (providing no claims have been made). In order to cancel, please telephone the Customer Services number or write to Customer Services, Castle Cover, Deansleigh House, Deansleigh Road, Bournemouth BH7 7DU. You can also cancel your policy at any other time and you will receive a partial refund of premium proportionate to the unexpired period of your policy providing you have not made a claim. We may cancel this policy by giving you at least 14 days written notice at your last known address. Valid reasons may include but are not limited to: 1. Fraud 2. Non Payment of premium 3. Threatening and abusive behavior 4. Non-compliance with policy terms and conditions 5. You or we cancel your underlying car insurance policy This policy runs concurrently with your car insurance policy. If your car insurance policy is cancelled for any reason this policy will also be cancelled. 12

14 How to make a complaint At Castle Cover, we strive to provide the highest standard of service to you at all times. However, we recognise that things can go wrong occasionally and, when this happens we are committed to sorting this out quickly. If you have a complaint about the way in which your policy was sold to you, please contact the Customer Relations team in writing at the following address: Customer Relations Manager Deansleigh House Deansleigh Road Bournemouth Dorset BH7 7DU If your complaint is specifically in relation to a claim, please contact the number provided to you on your claims documentation, or please write to: Customer Services Adviser Ageas Insurance Limited Ageas House Hampshire Corporate Park Templars Way Eastleigh Hampshire SO53 3YA For further information visit: Please ensure your claim number is quoted in all correspondence to assist a quick and efficient response Financial Services Compensation Scheme Castle Cover and your insurer are covered by the independent Financial Services Compensation Scheme (FSCS). You may be entitled to compensation from the scheme in the unlikely event we cannot meet our obligations to you. This depends on the type of insurance and circumstances of the claim. Further information about the compensation scheme arrangements is available from the FSCS ( org.uk) or by writing to the FSCS at 10th Floor, Beaufort House, 15 St Botolph Street, London, EC3A 7QU or by phoning or Data Protection Please note that any information provided to us will be processed by us and our agents 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. We may also send the information in confidence for processing to other companies acting on their instructions including those located outside the European Economic Area. Governing Law This policy will be governed by English law, and you and we agree to submit to the non-exclusive jurisdiction of the courts of England and Wales unless You live in Jersey in which case the law of Jersey will apply and the Jersey courts will have exclusive jurisdiction. If your complaint cannot be resolved If you are not satisfied with the final response from Castle Cover, you have the right to refer your complaint to the Financial Ombudsman Service, free of charge, but you must do so within six months of the date of the final resolution letter. Referral to the Ombudsman does not affect your right to take legal action. You can contact them as follows: Financial Ombudsman Service Exchange Tower Harbour Exchange Square London E14 9SR By phone: By complaint.info@financial-ombudsman.org.uk Please note that if you do not refer your complaint within the six months, the Ombudsman will not have Castle Cover s permission to consider your complaint and therefore will only be able to do so in very limited circumstances. For example, if it believes that the delay was as a result of exceptional circumstances 13

15 Substitute Vehicle Policy Summary (Optional) Your policy schedule will show if you have selected this cover. Introduction This summary of insurance does not include all the benefits, limits and exclusions of the policy. Full terms and conditions can be found in the policy booklet so please take the time to read the policy document to make sure you understand the cover it provides. This is a Substitute Vehicle insurance policy which is underwritten by Ageas Insurance Limited and is designed to run concurrently with your motor insurance policy. All claims are managed by Ageas Services (UK) Limited. What is covered This insurance provides you with a substitute vehicle within the geographical limits following an insured incident occurring during the period of insurance. You will be provided with the substitute vehicle for up to 14 days. Definition of substitute vehicle The substitute vehicle will, where possible, be of a similar engine size to the insured vehicle but will be subject to a maximum engine size of 1600cc. What is not covered The policy does not cover: more than two claims in any one period of insurance. any claim where the insured vehicle has been stolen or has suffered damage from attempted theft, malicious damage or vandalism, which you have not reported to the police. any further hire charges due after; - the first 14 days of hire; or - after the date on which the insured vehicle is repaired or replaced under the terms of your motor insurance policy; or - the seventh day since receiving the first settlement offer from your insurer. Whichever is earliest. Cancellation right 1. Cancellation of your substitute vehicle policy within 14 days of starting the policy. You have 14 days from the start date of this substitute vehicle policy or the date you receive your substitute vehicle policy documents (whichever is the later) to cancel the cover and receive a full refund of premium subject to no claims being made. You can cancel by phoning Castle Cover on Cancellation of your substitute vehicle policy after the 14 day period. If you want to cancel your substitute vehicle policy after the 14 days, you may do so by phoning Castle Cover on or writing to Castle Cover, Deansleigh House, Deansleigh Road, Bournemouth BH7 7DU. If no claims have been made during the insured period, Castle Cover will refund a percentage of the premium paid in proportion to the period of insurance left unused. Please refer to your policy booklet for full information regarding the cancellation procedure. Making a claim If you need to make a claim for a substitute vehicle due to an insured incident then please call Ageas Services (UK) Limited on Lines are open 8am 9.30pm Monday to Friday. How to make a complaint If you are unhappy with the service that has been provided by Castle Cover (including information or documentation issued to you), you should contact Castle Cover as follows: Customer Relations Manager, Castle Cover, Deansleigh House, Deansleigh Road, Bournemouth, Dorset, BH7 7DU By phone: Or by customerrelations@castlecover.co.uk If your complaint is about the service provided by Ageas Services (UK) Limited, you can contact them in the following ways: Customer Services Advisor, Ageas Services (UK) Limited, Ageas House, Hampshire Corporate Park, Templars Way, Eastleigh, Hampshire, SO53 3YA By phone: Or by aslcomplaints@ageas.co.uk Please include the following information in all s - your name, policy number, claim number, date of 14

16 insured incident, vehicle registration number. Ageas Services (UK) Limited/Castle Cover will try to resolve your complaint by the end of the third working day and they will send you a summary resolution letter. If they are unable to do this, they will write to you within five working days to let you know what they are doing to resolve your complaint and let you know who is dealing with the matter. Within eight weeks of receiving your complaint, you will receive a final response or, if this is not possible, a reason for the delay plus an indication of when a final response will be provided. You have the right to ask the Financial Ombudsman Service to review your complaint, free of charge, if for any reason you are still dissatisfied with either the summary resolution or final response letter, or if Ageas Services (UK) Limited/Castle Cover have not issued a final response within eight weeks from you first raising the complaint. However, you must do so within six months of the date of the summary resolution or final response letter. You can contact the Financial Ombudsman Service as follows: Financial Ombudsman Service, Exchange Tower, London, E14 9SR By phone: or Or by complaint.info@financial-ombudsman. org.uk Web: Please note that if you do not refer your complaint within the six months, the Ombudsman will not have Ageas' or Castle Cover's permission to consider your complaint and therefore will only be able to do so in very limited circumstances. For example, if it believes that the delay was as a result of exceptional circumstances. Following the above complaints procedure does not affect your right to take legal proceedings. Financial Services Compensation Scheme Castle Cover and your insurer are covered by the independent Financial Services Compensation Scheme (FSCS). You may be entitled to compensation from the scheme in the unlikely event we cannot meet our obligations to you. This depends on the type of insurance and circumstances of the claim. Further information about the compensation scheme arrangements is available from the FSCS ( org.uk) or by writing to the FSCS at 10th Floor, Beaufort House, 15 St Botolph Street, London, EC3A 7QU or by phoning or

17 Key Cover Policy Summary (Optional) Your policy schedule will show if you have selected this cover. Introduction Some important facts about your key protection insurance policy are summarised below. This summary does not describe all the terms and conditions of your policy, so it is important that you also read the full policy wording which can be located at This Key Cover policy provides insurance in the event of accidental damage to, loss or theft of your keys. It is provided by Castle Cover, a trading name of Ageas Retail Limited and underwritten by Ageas Insurance Limited. Ageas Insurance Limited is authorised by the Prudential Regulation Authority and regulated by the Financial Conduct Authority and the Prudential Regulation Authority - please refer to the policy wording for full authorisation details. This policy will run concurrently with your car insurance policy for a maximum of 12 months. If you arranged this policy after the start date of your car insurance policy cover will be provided from the date you bought it and will end on the expiry date of your car insurance policy, as detailed on the applicable insurance policy schedule. Significant features and benefits This optional cover is designed to provide you with assistance by: arranging key or lock repair or replacement or onward transportation as appropriate. Theft or loss of your keys - If your vehicle, home, office, garage, gate or any outbuildings including shed keys are stolen. We will reimburse you up to the limit of 1,500 including VAT and we will assist with the arrangements for replacing your keys and locks, opening of safes or onward transportation. Stranded due to theft or loss of keys - If you are stranded away from home by theft or loss of your vehicle keys and have no access to your vehicle we will pay per day including VAT for vehicle hire, for up to 3 days. As an alternative, public transport or taxi fares may be reimbursed. Significant exclusions and limitations Please refer to the What we will not cover section of the policy wording for a full and detailed list of the exclusions that apply to this policy. These are the significant exclusions Any claim for theft or loss of keys which is not reported to the police within a reasonable time of the incident and a crime reference or lost property number obtained. All costs incurred where you have not notified Ageas Insurance Limited within a reasonable time of the incident. Any claim for damage to locks by wear and tear, mechanical or electrical breakdown, cleaning, repairing, restoring or anything which happens gradually. Any claim for damage to locks alone where there is no associated damage to the keys. We will only provide a replacement key and one duplicate key for each key covered under a valid claim. How to make a claim Please read your policy wording to check that the cause of the claim is covered. If you believe your claim to be valid then please telephone: Ageas Insurance Limited on and assistance will be arranged for you. What to do if you have a complaint If you are unhappy with the service that has been provided by Castle Cover (including information or documentation issued to you), you should contact Castle Cover as follows: Customer Relations Manager, Castle Cover, Deansleigh House, Deansleigh Road, Bournemouth, Dorset, BH7 7DU By phone: Or by customerrelations@castlecover.co.uk If your complaint is specifically in relation to a claim, please contact the number provided to you on your claims documentation, or please write to: Customer Services Adviser Ageas Insurance Limited Ageas House Hampshire Corporate Park Templars Way Eastleigh Hampshire SO53 3YA Ageas Insurance Limited/Castle Cover will try to resolve your complaint by the end of the third working day and they will send you a summary resolution letter. If they are unable to do this, they 16