Breakdown Assistance - Summary of Cover

Transcription

1 index, persist,true output_folder,/mnt/samba/mercedesbenz/exports document_name, _ _A_QTELTRK8_BCD_17Mar printfile_path,/mnt/samba/mercedesbenz/exports/ _PACK_17Mar pdf tray1, tray2, tray3, tray4, tray5, tray6, Mercedes-Benz Insurance Breakdown Assistance - Summary of Cover This summary provides you with the basic details of the NCI Vehicle Rescue policy. NCI Vehicle Rescue provide a number of levels of cover, if you have purchased this product you will need to check your confirmation letter to confirm what level of cover you hold. The full Terms and Conditions of your policy can be found in the policy document. Who Provides NCI Vehicle Rescue Breakdown? Our policies are provided by NCI Vehicle Rescue Plc and are underwritten by AmTrust Europe Limited, Registered Office: 10th Floor Market Square House, St James s Street, Nottingham, NG1 6FG, Registered Number: AmTrust Europe Limited is authorised by the Prudential Regulation Authority and regulated by the Financial Conduct Authority (FCA) and Prudential Regulation Authority, financial services number: These details can be checked on the Financial Services Register at Policy Types Your NCI Vehicle Rescue policy will be a vehicle based policy providing cover for the vehicle(s) registered with us no matter who is driving. Main Features and Benefits of NCI Vehicle Rescue Breakdown Roadside Assistance with Local Recovery Roadside assistance if you are more than a 1 mile radius from home. If we re unable to fix your vehicle at the roadside, we ll recover up to 7 passengers, including the driver to a local garage. National Recovery Including the benefits of Roadside Assistance with Local Recovery, if the local garage is unable to repair your vehicle we provide recovery to your choice of destination, or provide alternative travel or accommodation. European Recovery If shown on your confirmation letter, includes the benefits above whilst in the UK plus roadside assistance and recovery in Europe. At Home Assistance We ll come and assist you at your home, or if you breakdown within a mile radius of your home. If we are unable to repair your vehicle we ll recover it to a local garage. Period of Insurance Your NCI Vehicle Rescue policy is valid for the period of the motor insurance policy which runs alongside this policy and does not exceed 12 months, unless specified on your confirmation letter. Cancelling Your Policy Your policy has a cooling off period of 14 days from the start date, or the receipt of your policy details, whichever happens later. If you wish to cancel your policy we will provide a refund of the premium paid. If you have made a claim within this period we will not refund the premium. If you wish to cancel your policy after the cooling off period we will not refund the premium. Please contact our customer service team on if you wish to cancel this policy. What If I Need Assistance? In the event of a breakdown or accident please call for 24 hour assistance or if you are calling from outside the UK. Page 1 of 6 Adkfpc V3 November 2016

2 Making a Complaint At NCI Vehicle Rescue We work hard to provide the highest level of service to meet the needs of Our Policyholders. There may be a time when You feel that Our service has fallen below the level You expect and wish to make a complaint. There are several ways You can contact Us: Phone: complaints@ncionline.co.uk Post: The Complaints Manager NCI Vehicle Rescue Plc. 4th Floor Clarendon House Harrogate North Yorkshire HG1 1JD If Your complaint relates to the service provided by NCI Vehicle Rescue Plc., or to a claim, NCI Vehicle Rescue Plc. will deal with Your complaints. If Your complaint is about AmTrust Europe Limited service or the Policy terms and conditions, NCI Vehicle Rescue Plc. may refer Your complaint to AmTrust Europe Limited. We will either acknowledge Your complaint within 5 working days of receipt, or offer You Our final response if We have concluded Our investigations within this period. If We acknowledge Your complaint We will aim to offer Our final response within 8 weeks. We will always endeavor to resolve Your complaint to Your satisfaction. Financial Ombudsman Service If You are unhappy with the final response and You are an eligible complainant (an individual consumer or a micro-enterprise or a charity or trustee of a trust under a certain size) You may wish to contact the Financial Ombudsman Service. They offer a free and independent service for resolving disputes about most financial matters and You have six months from the date of the final response letter to contact them. Please note that the Financial Ombudsman Service will not adjudicate Your complaint until You have received a final response letter or eight weeks has passed since You notified NCI Vehicle Rescue Plc. of Your complaint. Their contact details are: Phone: or complaint.info@financial-ombudsman.org.uk Website: Post: The Financial Ombudsman Service, Exchange Tower, London, E14 9SR The Financial Ombudsman Service decision is binding on Us but not You. The complaints procedure set out does not affect Your right to take legal action against Us. Financial Services Compensation Scheme AmTrust Europe Limited is covered by the Financial Services Compensation Scheme (FSCS). You may be entitled to compensation from the scheme if we cannot meet our obligations. This depends on the type of business and the circumstances of the claim. Further information about the compensation scheme is available from the FSCS at or by writing to: Financial Services Compensation Scheme, 10th Floor, Beaufort House, 15 St Botolph Street, London, EC3A 7QU Significant Features and Benefits Unlimited call outs. Up to one hours free assistance at the roadside or home. Recovery of your vehicle and up to 7 passengers, including the driver, to a local garage if your vehicle can t be fixed at the roadside, or home. If repairs cannot be carried out within the same working day we will recover your vehicle to either your home or original destination, or we may authorise up to 280 for emergency overnight accommodation, or up to 100 for onward travel. Significant Exclusions or Unusual Limitations The full Terms and Conditions of your policy can be found in the policy document, however the main exclusions are: Faults that occurred prior to the commencement of your cover. Fraudulent claims. Claims caused by careless or deliberate acts. Cost of replacement parts. Running out of fuel (unless caused by a mechanical or electrical failure). Vehicles that have not been maintained correctly. Vehicles in an un-roadworthy condition. Winching or specialist recovery equipment charges. Vehicles with a laden weight in excess of 3,500 kg (3.5 tonnes). Vehicles more than 6 metres long, 2.3 wide and 3 metres high. Vehicles with modifications which affect our ability to assist in the normal roadside repair or recovery of your vehicle, unless declared and agreed with us prior to taking the cover and declared at the time of notifying an Incident. Where service cannot be affected because the vehicle does not carry a serviceable spare wheel (not applicable to motorcycles or vehicles which are manufactured without a spare wheel), aerosol repair kit, appropriate jack or, the locking mechanisms for the wheels are not immediately available to remove the wheels. Page 2 of 6 Adkfpc V3 November 2016

3 Excess Assist - Policy Summary This summary provides you with the basic details of the Excess Assist policy and Your confirmation letter will confirm if you have purchased this cover. Full details of the Excess Assist policy can be found in the policy document. It is important that you read the policy document carefully. Name of the Insurance Undertaking This policy is administered by Auxillis Limited, (FCA Registration No ), Redmond House, Fern Court, Bracken Hill Business Park, Peterlee, Co Durham SR8 2RR and is underwritten by AmTrust Europe Limited, who s registered office is at Market Square House, St James s Street, Nottingham, NG1 6FG, who are authorised by the Prudential Regulation Authority and regulated by the Financial Conduct Authority and the Prudential Regulation Authority. Financial Services Register number These details can be checked on the Financial Services Register by visiting: AmTrust Europe Limited is registered in England and Wales under number Type of Insurance and Cover Excess Assist provides cover to claim back any excess paid by you after a claim has been made on your motor insurance policy, in which the excess cannot be recovered from a third party, up to the claim limit purchased by you. Significant Features and Benefits Cover is provided for the excess that you would have been responsible for following the successful settlement of a claim under your motor insurance policy. We will pay you an amount up to the claim limit in relation to each settled claim on your motor insurance policy for claims arising from: Fire Theft Flood Vandalism An accident where you were at fault or partially at fault Significant Exclusions or Limitations A maximum of two claims can be made per period of insurance. (See Definitions; Claim Limit) Claims of a lower value than the value of the excess (see Exclusions.1) Claims that take place outside the period of insurance (see Exclusions.2) Claims not notified to us within 31 days following the settlement of your claim by your motor insurer (see Exclusions.3) Claims refused by your motor insurer (see Exclusions.7) Claims arising from a glass repair or glass replacement (see Exclusions.9) Claims where the incident took place outside of the territorial limits (see Exclusions.10) Duration of Cover The period of insurance for Excess Assist runs concurrent with your motor insurance policy and does not exceed twelve months. Cancellation You may cancel this policy and receive a full refund if you inform us within 14 days of buying the policy or receiving your policy documents (whichever is later) as long as no claims have been made. Should you cancel outside the 14 day cancellation period, no refund of premium will be given. Please contact Mercedes-Benz Insurance on the telephone number detailed in your motor insurance policy. How to Make a Claim Your claim will be handled by Auxillis Limited. To report your claim please contact within 31 days of settlement of your claim by your motor insurer. You will be asked to provide proof of your excess payment when you make a claim. This may be a receipt for your excess or a letter from your motor insurer confirming an excess payment has been made. How to Make a Complaint If you wish to make a complaint please contact the Quality & Support Department first by calling or write to the Quality & Support Department, Auxillis Limited, Redmond House, Fern Court, Bracken Hill Business Park, Peterlee, Co Durham SR8 2RR. If your complaint cannot be resolved within 8 weeks, or if you remain unhappy with the final response you have received you may refer your complaint to the Financial Ombudsman Service free of charge within six months of receiving the final response letter at: Financial Ombudsman Service (FOS) at Exchange Tower, Harbour Exchange Square, London, E14 9SR. Tel: free for people phoning from a fixed line (for example, a landline at home) or free for mobile-phone users who pay a monthly charge for calls to numbers starting 01 or complaint.info@financialombudsman.org.uk or go online Page 3 of 6 Adkfpc V3 November 2016

4 Financial Services Compensation Scheme We are members of the Financial Services Compensation Scheme (FSCS) and you may be entitled to compensation from the scheme if we cannot meet our obligations. This depends on the type of business and the circumstances of the claim. Most insurance contracts are covered for 90% of the claim costs. You can get more information about the compensation scheme arrangements from the FSCS. The contact information is: The FSCS, 10th Floor 15 St Botolph Street London EC3A 7QU Tel: or Page 4 of 6 Adkfpc V3 November 2016

5 Courtesy Car Plus - Policy Summary Replacement Vehicle Cover This policy summary does not contain full terms and conditions of the cover, which can be found in the policy wording that follows this summary. It is important that you read the policy document carefully. Name of The Insurance Undertaking Your insurance contract will be with Zenith Insurance Plc, who underwrite this policy. Auxillis Limited will administer this policy and may monitor and record calls for your protection and their own. The Mercedes-Benz Insurance Courtesy Car Plus policy covers the funding of vehicle hire charges following an event that results in a valid claim under the Mercedes-Benz Motor Insurance Policy for repairs to the insured vehicle, the unrecovered theft of the insured vehicle or where the insured vehicle has been determined a total loss. Significant Features and Benefits: A Hire Vehicle will be provided for up to 14 continuous days if repairs are required to the Insured Vehicle or where the Insured Vehicle has been determined a total loss (Refer Insured Incident & What is Covered? 1.) A Hire Vehicle will be provided for up to 14 continuous days when the Insured Vehicle has been stolen and not recovered (Refer Insured Incident & What is Covered? 1.) The Hire Vehicle will be a standard specification Mercedes-Benz A Class, C Class or E Class Mercedes-Benz hatchback or saloon. The model of the Insured Vehicle will be used to determine the Hire Vehicle based on a matrix provided by Mercedes-Benz Insurance, available upon request. (Refer Definitions: Hire Vehicle) The Hire Vehicle will be provided by Auxillis Services Limited for use within the Territorial Limits only. (Refer Definitions: Hire Vehicle) Significant and Unusual Exclusions or Limitations: A maximum of two claims can be made within the Period of Insurance. (Refer What is Covered? 2.) Policyholders with 4x4s, estate vehicles, convertibles, coupes, people carriers or AMG models will receive a standard specification Mercedes-Benz A Class, C Class or E Class Mercedes-Benz Hire Vehicle as determined by Auxillis Limited. (Refer What is Not Covered? 16) Any claim where the cost of a Hire Vehicle is recoverable from any third party. (Refer What is Not Covered? 17.) The Insured Person must be aged between 21 and 84 years and have a full UK/EU driving licence. (Refer Definitions: Insured Person) Sea transit charges for the delivery and collection of the Hire Vehicle are not covered under this policy. (Refer What is Not Covered? 8.) The following are not covered under this policy Any further hire charges due after; the first fourteen days of hire or more than 4 days after payment is issued under the terms of the underlying motor policy for a total loss or stolen not recovered incident or when repairs to the vehicle have been completed, whichever comes first (Refer What is Not Covered? 1.) All fuel, fares, fines, insurance premiums and fees relating to the Hire Vehicle whilst in your possession (Refer What is Not Covered? 2.) Any claim where the Insured Vehicle has been stolen and has not been reported to the Police (Refer What is Not Covered? 5.) Any claim reported to Us more than 14 days after the Insured Incident (Refer What is Not Covered? 6.) Duration The period of the Motor Insurance Policy which runs alongside this policy and does not exceed 12 months. (Definitions: Period of Insurance) Cancellation You may cancel this policy and receive a full refund if you inform us within 14 days of buying the policy or receiving your policy documents (whichever is later), as long as no claims have been made. You may cancel the policy after the initial 14 day period however you will not be entitled to any refund in premium. Please contact Mercedes-Benz Insurance on the telephone number detailed in your Motor Insurance Policy. Claim Notification To make a claim please telephone Auxillis Limited on Page 5 of 6 Adkfpc V3 November 2016

6 How to Make a Complaint If you wish to make a complaint please contact the Quality & Support Department first by calling or write to The Quality & Support Department, Auxillis Limited, Redmond House, Fern Court, Bracken Hill Business Park, Peterlee, Co Durham SR8 2RR. Auxillis Limited will make every effort to resolve your complaint by the end of the third working day after receipt. If they cannot resolve your complaint within this timeframe they will acknowledge your complaint within five working days of receipt and do their best to resolve the problem within four weeks by sending you a final response letter. If they are unable to do so, they will write to advise you of progress and will endeavour to resolve your complaint in full within the following four weeks. If they are still unable to provide you with a final response at this stage, they will write to you explaining why and advise when you can expect a final response. At this point you may refer your complaint to The Financial Ombudsman Service at the following address: The Financial Ombudsman Service Exchange Tower Harbour Exchange Square London E14 9SR complaint.info@financial-ombudsman.org.uk Tel: free for people phoning from a fixed line (for example, a landline at home) or free for mobile-phone users who pay a monthly charge for calls to numbers starting 01 or 02. Web: You may go directly to the Financial Ombudsman Service when you first make your complaint, but the Ombudsman will only review your complaint at this stage with our consent. However, we are still required to follow the procedure stated above. If you have received a final response but are dissatisfied, you have the right of referral to the Financial Ombudsman Service within six months of the date of your final response letter. You may only refer to the Ombudsman beyond this time limit if we have provided our consent. Whilst we are bound by the decision of the Financial Ombudsman Service, you are not. Following the complaints procedure above does not affect your right to take legal action. Financial Services Compensation Scheme Auxillis Limited and Zenith Insurance Plc are covered by the Financial Services Compensation Scheme (FSCS). You may be entitled to compensation from the scheme if they cannot meet their obligations. This depends upon the type of insurance and the circumstances of the claim. Most insurance contracts are covered for 90% of the claim. Further information is available from the FSCS. The FSCS can be visited on the web at or by contacting the FSCS on Zenith Insurance Plc. Authorised Insurers, registered in Gibraltar No Registered Office: , Europort, Gibraltar. Zenith Insurance plc is regulated by the Gibraltar Financial Services Commission and subject to a limited regulation by the Financial Conduct Authority and the Prudential Regulation Authority in respect of underwriting business in the UK (No ). Page 6 of 6 Adkfpc V3 November 2016