Mercedes-Benz Extended Warranty Owner s Handbook

Transcription

1 Mercedes-Benz Extended Warranty Owner s Handbook

2 This booklet contains three separate documents. The Demands and Needs Statement and the About our insurance services documents both explain how the Mercedes-Benz Extended Warranty policy has been sold to you. The Policy Wording provides the full terms, conditions and exclusions of the warranty and roadside assistance policy for Mercedes-Benz Extended Warranty. Contents 2 Page Number Demands and Needs Statement 4 About our insurance service 5 Policy Wording 7 1. Introduction Welcome 1.2 Important Contact Details Roadside Assistance Warranty Change of Address 1.3 Summary of Cover 2. Important Information Insurer 2.2 How your Policy Works 2.3 Mileage Limitation 2.4 Cancellation Rights Your Cancellation Rights Our Cancellation Rights 2.5 Servicing Standards Servicing Requirements for your Mercedes-Benz 2.6 Policy Excess 2.7 Transfer of Ownership 2.8 Renewal Renewal of your Mercedes-Benz Extended Warranty Annual Policy Renewal of your Mercedes-Benz Extended Warranty Monthly Policy 2.9 Data Protection 2.10 FSCS 2.11 Governing Law 2.12 Contracts (Rights of Third Parties) Act Making a Complaint Page Number 3. Definition of Words Mercedes-Benz Extended Warranty Tier 1 - Comprehensive Cover What is covered? What is not covered? Claim payments Other entitlements 4.2 Tier 2 - Named Component Cover What is covered?

3 4.2.2 What is not covered? Claim payments Other entitlements 4.3 Driveline What is covered? What is not covered? Claim payments 4.4 General exclusions 4.5 How to make a warranty claim Making a warranty claim when in the UK Making a warranty claim when outside the UK Page Number 5. MOT Test Failure Cover MOT Test Failure - parts covered 5.2 Exclusions 5.3 Eligibility 5.4 Claims procedure 6. Mercedes-Benz Roadside Assistance Mercedes-Benz vehicles registered on or after the 28th October Mercedes-Benz vehicles registered prior to the 28th October All other makes and models of vehicles sold through the Approved Used Car Programme 6.4 Should you need Assistance 6.5 European autoroute restrictions 6.6 Mercedes-Benz Roadside Assistance benefits in the UK Local recovery or roadside and home assistance Onward travel or hotel accommodation or taxi or car hire Vehicle delivery service 6.7 Mercedes-Benz Roadside Assistance in Continental Europe Local recovery or roadside assistance Vehicle repatriation Onward travel or hotel accommodation or temporary replacement vehicle Parts procurement 6.8 Assistance exclusions 6.9 Caravan and trailers 6.10 Adverse weather conditions 6.11 Release fees 6.12 Specialist charges 6.13 Lock out or lost keys Page Number 7. Key Insurance What is covered? 7.2 What is not covered? 7.3 How to make a claim Making a Key Insurance claim when in the UK Making a Key Insurance claim when in Continental Europe 8. General terms and conditions Information you need to tell us 8.2 Claims your duties 8.3 Claims our rights 8.4 Looking after your vehicle 8.5 Fraud 8.6 Salvage 8.7 Obsolete Parts 9. Transfer of Ownership Form Change of Address form 29 3

4 Demands and Needs Statement Mercedes-Benz Extended Warranty, administered by AWP Assistance UK Ltd, is typically suitable for those who wish to insure themselves with respect to warranty and roadside assistance for their vehicle for 12 months. You may already possess alternative insurance(s) for some or all of the features and benefits this type of policy provides. It is your responsibility to investigate this. AWP Assistance UK Ltd has not provided you with any recommendation or advice about whether this product fulfils your specific insurance requirements. 4

5 About our insurance services AWP Assistance UK Ltd 102 George Street Croydon CR9 6HD 1. The Financial Conduct Authority (FCA) The FCA is the independent watchdog that regulates financial services. It requires us to give you this document. Use this information to decide if our services are right for you. 2. Whose products do we offer? We offer products from a range of insurers. We only offer products from a limited number of insurers for motor warranty and roadside assistance. Ask us for a list of insurers we offer insurance from. We only offer products from a single insurer. 3. Which service will we provide you with? We will advise and make a recommendation for you after we have assessed your needs for motor warranty and roadside assistance insurance You will not receive advice or a recommendation from us for motor warranty and roadside assistance. We may ask some questions to narrow down the selection of products that we will provide details on. You will then need to make your own choice about how to proceed. 4. What will you have to pay us for this service? A fee. No fee. You will receive a quotation which will tell you about any other fees relating to any particular insurance policy. 5

6 5. Who regulates us? AWP Assistance UK Ltd, trading as Mercedes-Benz Warranty Services, 102 George Street, Croydon, CR9 6HD is authorised and regulated by the Financial Conduct Authority. Our Financial Services Register number is Our permitted business is arranging Motor Warranty and Roadside Assistance insurance. AWP Assistance UK Ltd also has permission to conduct the following business with regards to non-investment insurance contracts: Arranging Assisting in the administration and performance of a contact of insurance Dealing as an agent Making arrangements with a view to transactions You can check this on the Financial Services Register by visiting the FCA s website or by contacting the FCA on What to do if you have a complaint If you wish to register a complaint, please contact us: in writing Customer Support, Mercedes-Benz Warranty Services, 102 George Street, Croydon CR9 6HD. by CustomerSupport@allianz-assistance.co.uk by phone If you cannot settle your complaint with us, you may be entitled to refer it to the Financial Ombudsman Service for independent arbitration: Visit write to Financial Ombudsman Service, Exchange Tower, London E14 9SR, call or or complaint.info@financial-ombudsmanorg.uk 7. Are we covered by the Financial Services Compensation Scheme (FSCS)? For your added protection, the insurer is covered by the FSCS. You may be entitled to compensation from the scheme if the insurer cannot meet its obligations. This depends on the type of business and the circumstances of the claim. Insurance cover provides protection for 90% of the claim, with no upper limit. Further information about the compensation scheme arrangements is available from the FSCS, telephone number or , or by visiting their website at 6

7 1. Introduction Important Telephone Numbers Mercedes-Benz Roadside Assistance Warranty Administration Number Warranty Claims Number Welcome Thank you for taking out Mercedes-Benz Extended Warranty with us. Mercedes-Benz Extended Warranty has been designed to help protect you against the costs incurred in the event of a mechanical or electrical failure of a covered component or breakdown/immobilisation of the insured vehicle occurring within the area of cover. Your confirmation of cover letter shows the sections of the policy that are applicable, the insured vehicle covered and any special terms or conditions that may apply. It is very important that you read the whole of the applicable sections of this policy together with the confirmation of cover letter. If you do not understand anything please ask for further information. All the details of how to make a claim together with conditions of the policy are set out in the following pages. Please keep this policy book and your confirmation of cover letter in a safe place. 1.2 Important Contact Details Roadside Assistance To assist in a prompt response please ensure you have the following information to hand: Your vehicle registration number and exact location. A contact telephone number. *If the Freephone number does not work from a mobile phone please call Warranty Should a problem arise in the UK, simply contact your nearest authorised Mercedes-Benz Retailer and advise them that your vehicle is protected by Mercedes-Benz Extended Warranty. The Mercedes-Benz Retailer will handle any necessary claim on your behalf Change of Address If you need to update your contact details please call Mercedes-Benz Warranty Services Administration on Alternatively, please complete the Change of Address form on page 29 or us at mercedesbenzapprovedused@allianz-assistance.co.uk 7

8 1.3 Summary of Cover Your confirmation of cover letter details the policy sections that are applicable. You should read the rest of this policy for the full terms and conditions. Section of Cover Claim limit Excess Tier 1 - Comprehensive Cover Tier 2 - Named Component Cover (no Key Insurance) The maximum benefit is the purchase price paid for the insured vehicle payable in any one 12 month policy period or 12 consecutive monthly policies following renewal. Either 0, 100 or 250 as specified on the confirmation of cover letter. Either 0, 100 or 250 as specified on the confirmation of cover letter. Driveline (no Roadside Assistance, MOT Test Failure Cover, Car Hire or Key Insurance) MOT Test Failure Cover (applicable to Tier 1 and Tier 2 only) Key Insurance (applicable to Tier 1 only) The total number of claims paid cannot exceed 5,000 within a 12 month period from policy inception date or 12 consecutive monthly policies following renewal. The maximum benefit is the purchase price paid for the insured vehicle payable in any one 12 month policy period or 12 consecutive monthly policies following renewal. Claims will be limited to 2 keys in any one 12 month policy period or 12 consecutive monthly policies following renewal. The amout payable shall not be more than the manufacturer s listed price for the keys. Either 0, 100 or 250 as specified on the confirmation of cover letter. Either 0, 100 or 250 as specified on the confirmation of cover letter. Either 0, 100 or 250 as specified on the confirmation of cover letter. 8

9 2. Important Information 2.1 Insurer Your Mercedes-Benz Extended Warranty is underwritten by AWP P&C SA and is administered in the United Kingdom by AWP Assistance UK Ltd. 2.2 How your policy works Your policy and confirmation of cover letter is a contract between you and us. We will pay for claims you make which are covered by the policy and level of cover chosen that occurs during the period of insurance and within the area of cover. Unless specifically mentioned, the benefits and exclusions within each section, apply to the insured vehicle. Your policy does not cover all possible events and expenses. Certain words have a special meaning as shown under the section Definition of Words. These words have been highlighted by the use of bold print throughout the policy document. 2.3 Mileage Limitation Tier 1 and Tier 2 cover are for vehicles with a maximum of 100,000 miles at the point of purchase, mileage whilst on cover is unlimited. Driveline cover is only available for vehicles with over 100,000 miles at the point of purchase. 2.4 Cancellation Rights Your Cancellation Rights If this cover does not meet your requirements or should you decide to cancel this insurance policy for any reason within 14 days of receipt of the original documentation, you can obtain a full refund of the premium paid without charge. After this 14 day period you will be entitled to a pro-rata refund subject to no claims being paid under the policy, less an administration fee of 25. In either case, if you have asked us to perform or provide any of the services given under this policy we are entitled to recover all costs that you have used for the service provided. To obtain a refund please write to: Mercedes-Benz Warranty Services, PO Box 1183, Croydon, CR9 1HR or telephone Our Cancellation Rights If you have a monthly policy we reserve the right to cancel your cover at any time by giving you 30 days notice in writing to the last address you provided us with. 2.5 Servicing Standards Servicing Requirements for your Mercedes-Benz The continued validity of your insurance is dependent upon you having the insured vehicle serviced by an authorised Mercedes-Benz passenger car repairer in the UK in accordance with the manufacturer s specifications. We will allow a maximum of 1,000 miles or one calendar month (whichever occurs first) in excess of the recommended service intervals. For a full list of current authorised Mercedes-Benz passenger car repairers please visit: Please ensure that the servicing Mercedes-Benz repairer completes the service record for the insured vehicle and that you keep all service receipts as proof of servicing. IMPORTANT: If you fail to have the insured vehicle serviced correctly in accordance with the manufacturer s specifications during the period of insurance, or you are unable to produce proof of such servicing if we request it, then this will invalidate your insurance. 9

10 2.6 Policy Excess Under the Mercedes-Benz Extended Warranty section of your policy in the event you have opted for an excess you will have to settle this directly with your authorised repairer. This means that you will be responsible for paying the first part of any claim on the insured vehicle, for each claim incident. The amount you have to pay is the excess and this is shown on the confirmation of cover letter. 2.7 Transfer of Ownership If your car is sold privately to a private individual, the remaining cover may be transferred to the new owner providing that the registration fee of 25 is paid (please make your cheque payable to Mercedes-Benz Warranty Services). Cover will not be transferred until the payment has been made. Please note that the Transfer of Ownership form must be signed by the existing policyholder named on the confirmation of cover letter. The policy is only transferable directly from the named policyholder to the new policyholder. As soon as possible after the date of sale, please complete the Transfer of Ownership form at the back of this document, attach a cheque for the transfer fee of 25 and send it to: Mercedes-Benz Warranty Services, PO Box 1183, Croydon, CR9 1HR. Please make cheques or postal orders payable to Mercedes-Benz Warranty Services. In the event that the new owner does not wish to benefit from the remaining cover or you are no longer in possession of the insured vehicle and you cancel before your policy is due to start, we will return any premium you have paid. If the policy has started and you cancel within 14 days of it starting or within 14 days of receiving your documents (whichever occurs later), we will return any premium paid less an administration fee of up to 25 (including Insurance Premium Tax where applicable) as shown in your schedule. If you cancel after those 14 days have passed, we will return any premium less a charge for the number of days for which cover has been given and an administration fee of up to 25 (including Insurance Premium Tax where applicable) as shown in your schedule. We will not refund any premium if you have made a claim. N.B. The Mercedes-Benz Extended Warranty is not transferable to any vehicle other than that shown on the confirmation of cover letter. The policy is only transferable directly from the named policyholder to the new policyholder. 2.8 Renewal Renewal of your Mercedes-Benz Extended Warranty Annual Policy If you have annual cover, we will send you a renewal notice at least 21 days prior to the expiry of the period of insurance as shown on your confirmation of cover letter. We may vary the terms of your cover and the premium rates at the renewal date. We reserve the right not to renew your cover at the expiry of your policy Renewal of your Mercedes-Benz Extended Warranty Monthly Policy Unless your policy has been cancelled by us or you or has lapsed for any reason, each time you make a monthly payment when due your monthly policy will renew for a period of one month from when the payment is received by us. Monthly policies have the claim limits shown in the summary of cover shown on page 8. 10

11 2.9 Data Protection Information about your policy may be shared between us, Mercedes-Benz UK Limited, and the insurer for underwriting and administration purposes. You should understand that the information you provide will be used by us, our representatives, the insurer, other insurers and industry governing bodies and regulators to process your insurance, handle claims and prevent fraud. This may involve transferring information to other countries (some of which may have limited or no data protection laws). We have taken steps to ensure your information is held securely. Your information may be used by members of the Allianz Group and shared with Mercedes-Benz UK Limited companies for marketing, research and to inform you from time to time about special promotions, new products or services. If you do not want to receive marketing information please write to: Mercedes-Benz Warranty Services, PO Box 1183, Croydon, CR9 1HR. You have the right to access your personal records should you wish to do so Financial Services Compensation Scheme (FSCS) For your added protection, the insurer is covered by the FSCS. You may be entitled to compensation from the scheme if the insurer cannot meet its obligations. This depends on the type of insurance and the circumstances of your claim. Insurance cover provides protection for 90% of the claim, with no upper limit. Further information about the FSCS arrangements is available by contacting them on or , or by visiting their website at Governing Law Unless you and we agree otherwise, English law will apply and all communications and documentation in relation to this insurance will be in English. In the event of a dispute hereunder, the English courts shall have exclusive jurisdiction 2.12 Contracts (Rights of Third Parties) Act 1999 We, the insurer and you do not intend any term of this contract to be enforceable by any third party pursuant to the Contracts (Rights of Third Parties) Act Making a Complaint We aim to provide you with first class insurance cover and service. However, there may be times when you feel we have not done so. If this is the case, please tell us about it so that we can do our best to solve the problem. If you make a complaint your legal rights will not be affected. In the first instance, please contact: Customer Support, Mercedes-Benz Warranty Services, PO Box 1183, Croydon, CR9 1HR or customersupport@allianz-assistance.co.uk or call us on Please supply us with your name, address, policy number/vehicle registration and claim number where applicable and enclose copies of relevant correspondence as this will help us to deal with your complaint in the shortest possible time. If you are not satisfied with our final response you can refer the matter to the Financial Ombudsman Service for independent arbitration: Visit write to Financial Ombudsman Service, Exchange Tower, London E14 9SR, call or or complaint.info@financial-ombudsmanorg.uk 11

12 3. Definition of Words When the following words and phrases appear in this policy document or confirmation of cover letter, they have the specific meanings given below. These words are highlighted by the use of bold print. Area of cover - United Kingdom (UK) and Continental Europe. Beneficiary, beneficiaries - you or any other driver of the insured vehicle using the insured vehicle with your permission and any passenger of the insured vehicle at the moment a breakdown/immobilisation occurs up to the maximum number of people legally permitted in the insured vehicle. Breakdown/immobilisation - mechanical or electrical breakdown, road traffic accident, vehicle fire or theft, loss of keys, punctures or running out of fuel, causing the insured vehicle to be immobilised. Confirmation of cover letter - the letter which was sent to you with this policy document. Continental Europe - Andorra, Austria, Belgium, Bulgaria, Bosnia and Herzegovina, Croatia, Cyprus (Greek territory only), Czech Republic, Denmark, Estonia, Finland, France, Germany, Gibraltar, Greece, Hungary, Iceland, Ireland, Italy, Latvia, Liechtenstein, Lithuania, Luxembourg, Macedonia, Malta, Monaco, 12 Netherlands, Norway, Poland, Portugal (not including Madeira and The Azores), Romania, Russia*, San Marino, Serbia, Slovakia, Slovenia, Spain (including Balearic Islands but excluding Canary Islands), Sweden, Switzerland, Turkey. * Cover in Russia is limited to the limits of the following cities: St Petersburg, Moscow, Rostov On Don, Togliatti and Perm. Insured vehicle - the vehicle shown on the confirmation of cover letter, for which the appropriate insurance premium has been paid. Insurer - AWP P&C SA. Limit of cover for keys - for annual policies claims will be limited to 2 keys in any one period of insurance. For monthly policies claims will be limited to 2 keys in any 12 month period following the purchase of the initial policy provided that there has been a continuous period of insurance. Maximum claim limit/claim limit for Tier 1 and Tier 2 - up to the price you paid for the insured vehicle. Driveline is up to a maximum of All levels of cover include VAT per claim. If the cost of repair is more than the price you paid for the insured vehicle, you will agree to meet the rest of the cost for the repair at a Mercedes-Benz Retailer. In the event that you decide not to proceed with the repair at a Mercedes-Benz Retailer, we will not be responsible to meet the cost of the repair. Mechanical or electrical failure - the complete operational failure or internal damage caused by the actual breaking of any manufacturer-fitted parts other than those specifically excluded. Mercedes-Benz Warranty Services, Mercedes-Benz Roadside Assistance, we, our, us - AWP Assistance UK Ltd which administers the insurance on behalf of the insurer. Period of insurance - the period shown on your confirmation of cover letter. Private individual - a person who is using the insured vehicle for their own personal use and who is not a motor trader, garage, business or individual dealing in the buying and selling or repair of motor vehicles. United Kingdom, UK - England, Scotland, Wales, Northern Ireland, the Channel Islands and the Isle of Man. Wear and Tear - the gradual deterioration caused by the effects of age and/or mileage under normal use. You, your - the private individual named on the confirmation of cover letter, or as replaced by any new owner correctly declared to us using the Transfer of Ownership form in this document and accepted by us.

13 4. Mercedes-Benz Extended Warranty 4.1 Tier 1 - Comprehensive Cover Under 100,000 miles at the date of purchase of this policy What is covered? This warranty covers all factory-fitted mechanical and electrical parts (including labour to fit them) of the covered vehicle against sudden mechanical or electrical failure or failure due to wear and tear (unless the insured vehicle has exceeded 100,000 miles). Wear and tear is covered up to 100,000 miles from the date of first registration if it causes a mechanical or electrical failure of the insured vehicle. Includes consequential damage (as detailed in clause on page 18) of covered parts, subject to standard exclusions in Also included are: Oil seals as listed below Crankshaft front seal, camshaft oil seal, auxiliary shaft oil seal, gearbox rear output seal, drive shaft(s) seals, differential pinion seal and any oil seal or gasket where removal of the engine, gearbox or differential/ drive unit is essential in order to effect repair. In-car entertainment Factory-fitted audio/visual equipment or retailer fitted, where the fitment of that item was part of the standard specification of the covered vehicle at the time of first registration. Includes the COMAND, Becker Map Pilot, telephone equipment and satellite navigation. Catalytic convertors Catalytic convertors and diesel particulate filters are covered for mechanical failures. This does not include the cleaning of fuel lines, filters, carburettors, pumps and the replacement of catalytic convertors damaged from the use of contaminated or incorrect fuel or accidental damage. Convertible roof (seals) Seals only relating to the folding roof operation are covered. Consequential Damage We will pay for damage caused to a covered part if caused by another covered part. We will not pay for any damage to parts not covered by this warranty even if the damage is caused by a covered part. Casings Will only be covered if any of the covered parts fail and cause damage to the casings, otherwise casings are excluded. Working materials Oils, oil filter and anti-freeze are covered only if it is essential to replace them because of the failure of a part, which is covered under this warranty. Alarm Systems Factory-fitted alarms, or alarm systems fitted according to the manufacturer s specification at the time of new car registration What is not covered? Claims for mechanical or electrical failure of covered parts due to wear and tear will be declined if the mileage has exceeded 100,000 miles. Bodywork, body seals [see note relating to convertible roof] (including boot, sunroof, doors etc.), fixings and fastenings: nuts/bolts/brackets/studs/ clips and springs (other than suspension springs), glass, interior/exterior trim, interior panels (unless interior door handle failure), paint, lamp units (except headlamps) and wheels. Any failure attributable to the effects of overheating is not regarded as a mechanical failure under the terms of this insurance. Items specifically excluded are as follows: Air cleaners; Any seal or gasket that is not specifically included; within the What is covered section; 13

14 Auxiliary belts; Bonnet, boot and fuel flap release cables; Brake friction material and discs/drums; Brake pipes and brake hoses; Clutch assemblies; Core plugs; Distributor caps; Drive shaft and steering rack gaiters; Electrical connection blocks, terminals and fuses; Fuel filters; Gearbox, axle, and drive line mountings; Handbrake/Parking Brake cables; Hinges (all); Hoses (non-metal), hose clips and connectors; HT leads; Light bulbs and LED bulbs (except Xenon Bulbs); Oil filters and gaskets; PAS high pressure hose/pipes; Pollen/odour filters; Reprogramming or software updates, (unless required as part of a replacement part repair or remedies the complaint/fault. Maximum 1 hour); Rotor arms; Spark plugs; Sunroof cables, convertible roof material and straps; Tyres; Wheels; Wiper blades; Wiring and wiring looms; Claim Payments We will pay any number of claims inclusive of VAT up to the maximum claim limit. We will not pay more than the manufacturer s list price for parts and official labour times/costs which are necessary to repair or replace covered components Other Entitlements Vehicle replacement Mercedes-Benz Warranty Services will pay up to 100 a day (including VAT), for up to a maximum of 7 days in a 12 month period, towards the cost of a replacement vehicle. You can only have a replacement vehicle if your vehicle is being repaired under this warranty and off the road as a result of the warranty repair. Exclusions: a) The first 24 hours of any rental period is not covered. b) You will have to pay for fuel and insurance for the replacement vehicle. When in Continental Europe The warranty is valid for up to 60 days per annum [pro rata] when in Continental Europe. Mercedes-Benz Warranty Services will not pay more than the equivalent UK cost for parts and labour. Overnight accommodation in the UK Overnight hotel, bed and breakfast accommodation, up to 2 nights and up to 100 per beneficiary. Overnight hotel accommodation only applies if the breakdown/ immobilisation of the insured vehicle occurs more than 30 miles from the home address of any of the beneficiaries and only when the beneficiaries have to prolong their stay as a direct result of the covered breakdown/immobilisation. 4.2 Tier 2 - Named Component Cover Under 100,000 miles at date of purchase (no Key Insurance is included in this option) What is covered? This warranty covers the following listed factory-fitted components (including labour to fit them). Claims for mechanical or electrical failure of covered parts due to wear and tear (including damage of covered parts, exhausts and main vehicle batteries) will be declined if the mileage exceeds 100,000 miles. Engine All internally lubricated components, including but not limited to the following: cylinder head, cylinder head gasket, inlet and exhaust valves (excluding decarbonisation, burnt or pitted valves and valve seats), valve springs, valve guides, camshaft and bearings, camshaft followers, hydraulic lifters, timing gears and chains (excluding tensioner), piston and

15 piston rings, cylinder bores and liner seals, connecting rods and small end bearings, gudgeon pins, crankshaft and crankshaft bearings, oil pump and oil pump drive, flywheel, starter motor ring gear. (Timing belts are covered provided that the last due change of the belt has taken place as specified by the manufacturer s schedule; proof required). Manual gearbox Internal gears, synchromesh hubs, selectors, shafts, bearings and bushes, and transfer gears. Automatic gearbox Internal shafts, gears, brake bands, valve block, governor, oil pump, bearings and bushes, servo, drive plate and transfer gears and their electrical components. Rear-wheel drive Half shafts, rear-wheel external drive shafts, including constant velocity joints, universal joints and couplings (not gaiters). Working materials Oils, oil filter and anti-freeze are covered only if it is essential to replace them because of the failure of a part, which is covered under this warranty. Four-wheel drive All four-wheel drive mechanical and electrical components are covered (excluding wheels and tyres). Fuel system (diesel and petrol) Carburettors, automatic choke, lift pump, mechanical or electrical fuel pumps and tank sender unit. Fuel injection system Throttle body, airflow meter, idle control valve, cold start valve, warm up regulator, overrun cut off valve, throttle potentiometer, fuel accumulator, pressure regulator, map sensor (except injectors). Air conditioning (factory-fitted) The air conditioning compressor unit is covered. Batteries Main vehicle, starter and auxiliary batteries (excludes key fob batteries and Lithium Ion batteries). Casings Will only be covered if any of the covered parts fail and cause damage to the casings, otherwise casings are excluded. Engine cooling system Radiator, oil cooler, heater matrix, water pump, viscous fan coupling, thermostat and thermostat housing. Steering (including power assisted steering) Steering rack and pinion (not gaiters), steering box, power steering rack and pump, power steering reservoir and idler box. Turbo/Super charger (factory-fitted) The Turbo/Super charger unit is covered. Front and rear suspension Hydrolastic displacers and hydropneumatic units, coil springs, upper and lower wishbones and ball and swivel joints and shock absorbers. Brakes Brake master cylinder, wheel cylinder, restrictor valve, brake calipers and servo. Exhaust system To include catalytic convertor but excluding brackets, and clamps. Anti-locking brake system (ABS) (factory-fitted) The ABS modulator and sensors will be covered. Electrical system Starter motor and solenoid, including pre-engagement mechanism and bendix drive, alternator/diode pack, window and sun roof motors, electric window switches, sun/convertible roof switch, centralised locking, heater fan motor, indicator flasher relay, distributor, front and rear windscreen wiper and washer motors, electronic ignition amplifier, thermostatically-controlled radiator fan motor, engine management ECUs, horn and multifunction stalk switch. Wheel bearings Front and rear wheel bearings. 15

16 Propshaft Universal joints and couplings. Torque converter Failure of any internal mechanical parts. Continuously variable transmission CTX Internal clutches, planetary gears, reduction gears, shafts, variable pulleys, thrust link drives, internal seals, bushes and bearings. Differential Internal crown wheel and pinion, gears, shafts, bearings and bushes, thrust washers and spacers. Front-wheel drive Drive shafts, including constant velocity joints, universal joints and couplings (not gaiters) What is not covered? Any item not listed is not covered. Claims for mechanical or electrical failure of covered parts due to wear and tear will be declined if the mileage exceeds 100,000 miles Claim Payments We will pay any number of claims inclusive of VAT up to the maximum claim limit. We will not pay more than the manufacturer s list price for parts and official labour times/costs which are necessary to repair or replace covered components Other Entitlements Vehicle replacement Mercedes-Benz Warranty Services will pay up to 100 a day (including VAT), for up to a maximum of 7 days in a 12 month period, towards the cost of a replacement vehicle. You can only have a replacement vehicle if your vehicle is being repaired under this warranty and is off the road as a result of the warranty repair. Exclusions: a) The first 24 hours of any rental period is not covered. b) You will have to pay for fuel and insurance for the replacement vehicle. When in Continental Europe The warranty is valid for up to 60 days per annum [pro rata] when in Continental Europe. Mercedes-Benz Warranty Services will not pay more than the equivalent UK cost for parts and labour. Overnight accommodation Overnight hotel, bed and breakfast accommodation, up to 2 nights and up to 100 per beneficiary. Overnight hotel accommodation only applies if the breakdown/ immobilisation of the insured vehicle occurs more than 30 miles from the home address of any of the beneficiaries and only when the beneficiaries have to prolong their stay as a direct result of the covered breakdown/immobilisation. 4.3 Driveline Over 100,000 miles (no Roadside Assistance, MOT Test Failure Cover, Car Hire or Key Insurance is included in this option) The maximum claims liability covered by the Driveline Cover is 5000, inclusive of VAT within a 12 month period from policy inception date What is covered? Driveline covers the following factory-fitted components: Engine All internally lubricated components, including but not limited to the following: cylinder head, cylinder head gasket, inlet and exhaust valves (excluding decarbonisation, burnt or pitted valves and valve seats), valve springs, valve guides, camshaft and bearings, camshaft followers, hydraulic lifters, timing gears and chains (excluding tensioner), piston and piston rings, cylinder bores and liner seals, connecting rods and small end bearings, gudgeon pins, crankshaft and crankshaft bearings, oil pump and oil pump drive, flywheel, starter motor ring gear.

17 Timing belts Timing belts and tensioners are covered providing that the last due change has taken place as specified by the manufacturer s schedule (proof required). Damage subsequently caused if timing belt has not been changed as specified by the manufacturer is specifically excluded. Turbo/Super charger (factory-fitted) The Turbo/Super charger unit is covered. Gearbox All internally lubricated components, including but not limited to the following: gears, shafts, synchroniser hubs and baulk rings, selector shafts and selector forks, internal bearings and bushes, oil pump, valve and valve block, clutches and brake bands, governor, torque converter, modulator valve, gearbox sensors (excluding external linkages). Final drive All internally lubricated components, including but not limited to the following: crown wheel and pinion, differential gears and bearings, 4X4 transfer box, halfshaft, halfshaft bearings, driveshafts, bearings and constant velocity joints, propeller shaft universal joints and centre bearing, wheel bearings, final drive sensors (excluding rubber boots and gaiters). Casings Will only be covered if any of the covered parts fail and cause damage to the casings, otherwise casings are excluded. Working Materials E.g. oils, filters, antifreeze are claimable as a direct result of a valid claim providing the vehicle is not within 1,000 miles of its next scheduled service What is not covered? Any components specifically not listed are not covered. Oil Seals and Gaskets The rectification of oil leaks is not covered and the cost of seals and gaskets will only be accepted where they are required as a direct consequence of a valid claim under the insurance Claim Payments We will pay any number of claims up to a total maximum value of 5000 inclusive of VAT within a 12 month period from policy inception date. We will not pay more than the manufacturer s list price for parts and official labour times/costs which are necessary to repair or replace covered components. 4.4 General Exclusions This insurance does not cover any injury, failure, loss or damage caused by, arising from or in connection with the following: 1. Corrosion, frost, salt, hail, windstorms, fire, lightning, airborne fallout, (e.g. chemicals, tree sap, bird droppings, etc), water ingress, flooding or material becoming porous and leaking. 2. Any defect which is likely to have existed before the period of insurance. 3. Losses arising from manufacturer s defects, faulty design and recall campaigns. 4. Wear and tear (if the insured vehicle has exceeded 100,000 miles), normal deterioration, routine servicing, maintenance or reprogramming. 5. Faulty repairs, incorrect servicing or failure to have the insured vehicle serviced in accordance with the manufacturer s specification. Ingress of foreign matter into the fuel, oil or cooling systems. Failures due to oil degradation or carbon/soot buildup to a components operating function. 6. Lack of oil, fuel, lubricants, hydraulic fluids or additives; or foreign matter entering the fuel, cooling, air conditioning or lubrication systems; or use of oil, fuel, lubricants, hydraulic fluids or additives which the manufacturer of the insured vehicle does not recommend. 17

18 7. Vehicles modified in any way from the original manufacturer s specification including Brabus vehicles registered prior to April 1st 2006 or where the modification is not factory approved. 8. Damage or loss which has occurred due to ignition, fire, explosion, overheating, smoke, scorching or blistering. 9. Any loss where the speedometer has been tampered with, altered, disconnected or where the mileage of the insured vehicle cannot be verified; or where you or anyone else acting on your behalf acts in a way that prevents us from exercising our right to inspect the insured vehicle under this insurance. 10. Damage or failure is caused by an excluded component. 11. The vehicle has been used for competitions of any kind, racing, pacemaking, rallies, (including track days), off road use (deemed to be outside of reasonable use), usage for or by driving schools and for any form of hire or reward (unless specifically detailed in the confirmation of cover letter or ). 12. Losses or damage due in any way to any type of accident, misuse or any act or omission which is wilful, unlawful or negligent. 13. Any component which is either subject to recall by the insured vehicle s manufacturer, manufacturing defect or inherent design faults Mechanical or electrical failure which happens outside the area of cover. 15. Cleaning, polishing, adjustments, modifications, alteration, tampering, disconnection, improper adjustments, repairs or operations performed under normal maintenance. 16. We will pay for damage caused to a covered part if caused by another covered part. 17. We will not pay for any damage to parts not covered by this warranty even if the damage is caused by a covered part. 18. We will not pay for any depreciation to your vehicle, loss of earnings, death or bodily injury, damage to property or any other loss or damage which is a direct or indirect result of the failure of a covered item. 19. As your policy is intended to cover the repair and/or replacement of defective or damaged parts, it does not additionally cover losses that may be caused by that defective or damaged part, unless otherwise stated in the policy terms and conditions. For example, your policy may cover repairs to or replacement of a wheel bearing but would not cover any loss of earnings that you may suffer while your vehicle is being repaired. 20. You should check whether you have any other insurance policies that may cover additional damage or related costs or losses not covered by this policy. 21. Ionising radiation or radioactive contamination from any nuclear fuel or the nuclear waste arising from burning nuclear fuel. 22. Radioactive, toxic, explosive or other dangerous properties of any explosive nuclear equipment or nuclear part of that equipment. 23. Acts of war, invasion, acts of foreign enemies, terrorism, hostilities (whether war be declared or not), civil war, rebellion, revolution, insurrection, military or usurped power, riot or civil commotion, explosions, fire, radiation and falling objects. 24. Pressure waves caused by aircraft and other aerial devices travelling at sonic or supersonic speeds. 25. Any costs covered under any other warranty, guarantee, insurance or cover. 26. Any damage which has occurred as a result of accidental damage or impact of whatever nature to either the covered vehicle or the persons. 27. This insurance will not cover any loss, damage or failure caused wholly or partially from lack of maintenance, abuse or neglect or as a result of accident. It will not cover pre-existing faults or a gradual reduction in operating performance that is commensurate with the age and mileage of the vehicle. 28. Any vehicle which is owned by a business formed for the purposes of selling or servicing motor vehicles.

19 4.5 How to make a warranty claim? Making a warranty claim when in the UK Contact your nearest authorised Mercedes-Benz Retailer and advise them that your insured vehicle is protected by the Mercedes-Benz Extended Warranty. The Mercedes-Benz Retailer will contact us regarding claims on your behalf. It is your responsibility to authorise any dismantling of the insured vehicle or any other work required to diagnose any faults with the insured vehicle. We will only pay for diagnostic costs directly associated with a valid claim for a defective component under this insurance. If you are VAT registered you remain responsible for settling the VAT content of any claim separately. Mercedes-Benz Warranty Services reserve the right to examine the insured vehicle and to subject it to expert assessment in order to determine if your claim is covered and how much we will pay for repairs. If you or anyone acting on your behalf acts in a way which prevents us from being able to determine the cause of failure by inspecting the insured vehicle or defective components, then we will not pay all or any part of your claim Making a warranty claim when outside of the UK All repairs and costs are the responsibility of the policyholder while in countries outside the UK. It is your responsibility to authorise any dismantling of the insured vehicle or any other work required to diagnose any faults with the insured vehicle and notify Mercedes-Benz Warranty Services prior to completion of any warranty repairs. Mercedes-Benz Warranty Services reserve the right to arrange an independent inspection of the vehicle at no cost to you. We also reserve the right to speak to the dealer prior to completion of any warranty repairs. Once the repairs have been completed, you must settle the costs with the retailer and retain the invoice. Please also keep the replaced components if possible until we have finished processing your claim as we may need to see or inspect them. On your return to the UK (or as soon as reasonably possible) please contact Mercedes-Benz Warranty Services who will advise if the repair is covered under this insurance. You will be asked to forward your claim to: Mercedes-Benz Warranty Services, Claims Department, PO Box 1183, Croydon, CR9 1HR Along with your claim please ensure that you include a detailed repair invoice as well as the following original documentation: Job card Diagnostic print-outs (star test) Receipt Roadside Assistance paperwork (where applicable) For any enquiries please call Mercedes-Benz Warranty Services on Please retain a copy of the repair invoice and the original service records for your own safekeeping as we will be unable to return these to you. We reserve the right to request any other documentation in support of your claim at your cost. Your claim will then be processed and reimbursed to you in pounds sterling at the rate of exchange for the relevant currency at the time of the repair, providing that your claim is valid. We will not pay more than the equivalent UK rates for the manufacturer s list price for parts and official labour times/costs which are necessary to repair or replace covered components. If you are VAT registered you remain responsible for settling the VAT content of any claim separately. 19

20 5. MOT Test Failure Cover Applicable to Tier 1 and Tier 2 only. The cost of repair or replacement of the parts listed in this section which require replacement due to the covered vehicle failing its MOT within 30 days of its due date and not beyond the expiry date of the warranty. Claims will only be accepted where an MOT Failure Document (VT30) is issued during the period of insurance. Please note: an MOT Test Failure benefit only applies once in any 12 month policy period following the policy purchase or renewal. 5.1 MOT Test Failure parts covered Lighting equipment: headlamps, front and rear side lamps, number plate illumination lamp, headlamp aim, stop lamps, rear reflectors, rear fog lamps, hazard warning lamps and control, direction indicator control, fog lamp on/off indicator. Steering and suspension: steering control, steering mechanism and system, power steering, transmission shafts, wheel bearings, front and rear suspension and shock absorbers, suspension drag link, track rod ends, suspension springs, wishbones, swivel joints, suspension mountings. Brakes: master cylinder, wheel cylinders, calipers, brake discs/drums, load compensator, ABS modulator/ sensors, electronic control unit, brake pipes, hoses and cables. Seatbelts: all seatbelts and seat mounting(s). General: carburettor, fuel injection, ECU or sensor replacement directly as a result of calibration failure to meet MOT exhaust gas emission standards, horn, speedometer and speed limiter, windscreen wiper and washers (excluding wiper blades and rubbers). NB Tuning and adjustments only if necessary to meet MOT exhaust gas emission standards. 5.2 Exclusions The cost of the MOT test and re-test, accident or structural damage, rust or corrosion, windscreen, exhaust system and catalytic converter, adjustments, wheel alignment, brake friction material, items subject to fair wear and tear such as tyres, brake pads and consumable items. Friction materials are excluded where condition relates to wear and tear such as discs/drums, driveshaft and steering rack gaiters. Any defect noted prior to the submission of the vehicle for an MOT. This MOT Test Failure Cover does not pay the cost of repair and/or replacement and/or alteration to the vehicle where: 1. The conditions of this cover have not been complied with. 2. Parts have: Been improperly repaired or modified from the manufacturer s specifications. Not been fitted originally whether they are a manufacturer s genuine part or have been approved by the vehicle manufacturer. Cited as advisory on the Notification of refusal to issue an MOT Certificate (VT30). Failed as a result of corrosion. 3. The fault caused by mechanical or electrical failure (cited on the Notification refusal to issue an MOT Certificate (VT30) arises directly or indirectly from or is contributed to or by: misuse, any type of accident, or is the subject of a manufacturer s safety recall. 4. MOT Test Failure Cover cannot be used within 3 months of the start date of this policy. 5. The vehicle has been used for competitions of any kind, racing, pacemaking, rallies, (including track days), off road use (deemed to be outside of reasonable use). Any form of hire or reward or use by driving schools. 6. Claims for repair, replacements or alterations are not in accordance with the claims procedure outlined. 7. Any item not listed is not covered. 20

21 5.3 Eligibility A vehicle is eligible if: It is new enough not to have required an MOT Certificate when the cover commences or the vehicle has a valid MOT Certificate (VT20) which has at least 3 months left to run when cover commences. 5.4 Claims procedure Please take your vehicle back to any authorised Mercedes-Benz Retailer when it is necessary to have the MOT test. Claims will only be accepted where an MOT failure document (VT3O) is issued during the period of insurance. You can make a claim on this cover by adhering to the following steps: 1. Check that the part which has failed is listed in the What is covered? section of this document. 2. Give the authorised Mercedes-Benz Repairer your permission to carry out any fault/findings/ diagnosis or dismantling necessary. 3. You agree that you will pay the costs of dismantling and repairing the vehicle if the cause of the failure is not covered by the warranty. You are also responsible for paying for any other work you ask the Mercedes-Benz Repairer to carry out. 4. The authorised Mercedes-Benz Repairer must then submit an electronic claim. 5. Your authorised Mercedes-Benz Repairer will inform you of how much will be paid under this cover up to the claim limit. You are responsible for paying any amount over and above the maximum claim limit. 6. If you are VAT registered the VAT element will not form any part of the claim. 6. Mercedes-Benz Roadside Assistance Applicable to Tier 1 and Tier 2 only. Mercedes-Benz is on hand 24 hours a day, 7 days a week to provide you with assistance. There are three comprehensive programmes available dependent on your vehicle s age and make. Please follow the appropriate advice below to ensure we can efficiently facilitate assistance for you. 6.1 Mercedes-Benz Vehicles Registered On or After the 28th October 1998 If your vehicle was registered on or after 28th October 1998 and has had its most recent service completed by an Official Mercedes-Benz Passenger Car Retailer, it will continue to benefit from Mercedes-Benz 30 year Roadside Assistance Program. You should refer to your main vehicle handbook for details. 6.2 Mercedes-Benz Vehicles Registered Prior to the 28th October 1998 If your vehicle was registered prior to 28th October 1998, you are entitled to assistance for the duration of the warranty cover as part of your Approved Used car purchase from an Official Mercedes-Benz Retailer. 6.3 All other makes and models of vehicles sold through the Approved Used Car Programme If your vehicle was purchased via the Mercedes-Benz Approved Used Car Programme you are entitled to assistance for the duration of the warranty. 6.4 Should you need Assistance Please call Mercedes-Benz Roadside Assistance * To assist in a prompt response please ensure you have the following information to hand: Your vehicle registration number and exact location A contact telephone number Please also quote your policy number (if possible) * If the Freephone number does not work from a mobile phone please call