Zurich Fidelity Guarantee Insurance. Policy Wording

Transcription

1 Zurich Fidelity Guarantee Insurance Policy Wording

2 Contents About our Fidelity Guarantee Insurance About Zurich 3 How to apply for this insurance 3 Our contract with you 3 Duty of Disclosure 3 Non-disclosure or Misrepresentation 4 Goods and Services Tax 4 Your Privacy 4 Confirmation of transactions 4 Cooling-off Period 4 How to make a claim 4 General Insurance Code of Practice 5 Complaints and Disputes Resolution process 5 Headings 5 Definitions 5 Dishonest act 5 Employee 5 Excess 5 Insured 5 Limit of liability 6 Period of insurance 6 Property 6 Schedule 6 Subsidiary company 6 Time limitations 6 Our Agreement 6 Insuring Clause 6 Limitations of Cover 6 Excess 6 Limit of liability 6 Non-accumulation of liability 7 Territorial and Jurisdictional limits 7 Valuation and Foreign currency 7 Extensions of Cover 7 Additional insureds Liability for prior losses 7 Claims preparation costs 7 Continuity of cover 8 Merger, takeover, sale, winding-up of insured 8 Reinstatement of the limit of liability 8 Unidentifiable employees 8 PCUS ZU07201 Page of 12

3 Exclusions 9 Computer virus 9 Cost of reproducing information 9 Damages 9 Fraudulent claims 9 Inventory / Profit and loss 9 Knowledge of prior theft 9 Legal proceedings 9 Loss of potential income 9 Loss of trade secrets 9 Non-payment / Default of loan 9 Other insurance 9 Professional liability 9 Subsequent losses 9 Trading losses 9 Claims Conditions 10 Reporting 10 Subrogation 10 Standard Conditions 10 Cancellation 10 Misrepresentation, Misdescription, Non-disclosure 10 Change of risk 10 Singular and plural 10 Notice 11 Proper law and jurisdiction 11 Payments in respect to Goods and Services Tax 11 Privacy 11 Complaints and Disputes Resolution process 12 Page 2 of 12

4 Zurich Fidelity Guarantee Insurance About Zurich Zurich is proud to present the Zurich Fidelity Guarantee Insurance product. The insurer of this product is Zurich Australian Insurance Limited (ZAIL), ABN , AFS Licence Number , a subsidiary of Zurich Financial Services Australia Limited (ZFSA). In this policy wording, ZAIL may also be expressed as Zurich, we, us or our. ZFSA and its subsidiaries are members of the Swiss-based Zurich Group, offering an extensive range of general insurance, investment, life insurance and superannuation products and services for individuals, small to medium sized businesses, larger companies and multi-national corporations. In Australia, Zurich offers general insurance products covering property, motor, liability, workers compensation, compulsory third party, directors and officers, and professional indemnity risks. We sometimes capitalise or italicise terms in this document, to show that words are abbreviations or have a particular defined meaning. You should refer to the Definitions section of this document on page 5 to obtain the full meaning of such terms. How to apply for this insurance Zurich generally distributes its products through licensed insurance brokers or advisers. Insurance brokers or advisers are qualified professionals who are able to access a wide selection of insurance products from which they are able to recommend those best suited to your insurance requirements, after taking into account your individual circumstances. Throughout this document when we are referring to your insurance broker or adviser, we may simply refer to them as your intermediary. If you are interested in buying this product, you should contact your intermediary. Your intermediary can help you tailor your insurance policy to best suit you. If you then decide to apply for insurance and we accept your proposal, we will issue you with a policy schedule of insurance, which is a document that sets out the details of your particular insurance policy with us. If you have any inquiries about this product, you should speak to your intermediary who should be able to provide you with all the information and assistance you require. If you are not satisfied with the information provided by your intermediary you can contact us at the address or telephone number shown on the back cover of this policy. However, we are only able to provide factual information or general advice about the product. We do not give any advice on whether the product is appropriate for your personal objectives, needs or financial situation. Our contract with you Your policy is a contract of insurance between you and Zurich and contains all the details of the cover that we provide. Your policy is made up of: the policy wording. This is common to all customers who buy our Zurich Fidelity Insurance product. It tells you what is covered, sets out the claims procedure, exclusions and other terms and conditions of cover; the proposal, which is the information you provide to us when applying for insurance cover; your most current policy schedule issued by us. The policy schedule is a separate document unique to you, which shows the insurance details relevant to you. It includes any changes, exclusions, terms and conditions made to suit your individual circumstances and may amend the policy; and any other written change otherwise advised by us in writing (such as an endorsement). These written changes vary or modify the above documents. Please note, only those covers shown in your policy schedule are insured. This document is used for any offer of renewal we may make, unless we tell you otherwise. Please keep your policy in a safe place. We reserve the right to change the terms of this product where permitted to do so by law. Duty of Disclosure Before you enter into a contract of general insurance with us, you have a duty under the Insurance Contracts Act 1984 to disclose to us every matter you know or could reasonably be expected to know, is relevant to our decision whether to insure you, and if so, on what terms. This applies to all persons to be covered under this contract of insurance. You have the same duty to disclose those matters to us before you renew, extend, vary or reinstate a contract of general insurance. Your duty however, does not require disclosure of a matter: that diminishes the risk to be insured; that is of common knowledge; that we know or in the ordinary course of our business we ought to know; that we indicate to you that we do not want to know. Page of 12

5 Non-disclosure or Misrepresentation If you make a misrepresentation to us, or if you do not comply with your duty of disclosure and we issue your policy with terms and conditions that are different to the terms and conditions that would have been issued had there not been any misrepresentation, or your duty of disclosure had been complied with, then: we may reduce the cover provided, so that we are placed in the same position as we would have been in, had there not been any misrepresentation and your duty of disclosure had been complied with; and we may also cancel your policy; or we may treat your policy as if it never existed if the misrepresentation or your non-compliance with your duty of disclosure was fraudulent. Goods and Services Tax This policy has provision for payment of Goods and Services Tax (GST): by the insured in relation to the premium payment; by us in relation to claim payments depending on the type of claim. The GST component of a claim will be settled according to any Input Tax Credit (ITC) the insured is entitled to, for example, Input Tax Credit Claim Settlement 0% Settled inclusive of GST 100% Settled less GST 70% Settled less 70% of the GST The insured must advise the correct ITC percentage. Any GST liability arising from the insured s incorrect advice is payable by the insured. For further information see Payments in respect to Goods and Services Tax on page 11. Your Privacy We are committed to protecting the privacy of your personal information and complying with the National Privacy Principles under the Privacy Act 1998 (Cth). For further details on how we do this, please refer to Privacy on page 11. Confirmation of transactions Please contact us, if for any reason you wish to make an enquiry about your policy or obtain confirmation of any policy transaction. You should first check if your intermediary already has the information. Our contact details are on the back cover of this document. Cooling-off Period After you apply for a Zurich product and you have received the policy document, you have 21 days to check that the policy meets your needs. Within this time you may cancel the policy and receive a full refund of any premiums paid, unless: you have made a claim or become entitled to make a claim under your policy; or you have exercised any right or power you have in respect of your policy or the policy has ended. Your request will need to be in writing and forwarded to us via your intermediary. You can cancel your policy at any time after the cooling-off period. Please refer to Cancellation under Standard Conditions on page 10. How to make a claim If you need to make a claim against this policy, please refer to Claims Conditions on page 10. If you have any queries, please contact your intermediary as soon as possible, or call us on Page 4 of 12

6 General Insurance Code of Practice As a member of the Insurance Council of Australia Limited, we subscribe to the General Insurance Code of Practice. The purpose of the Code is to raise the standards of practice and service in the general insurance industry. The Code aims to: constantly improve claims handling in an efficient, honest and fair manner; build and maintain community faith and trust in the financial integrity of the insurance industry; and provide helpful community information and education about general insurance. Complaints and Disputes Resolution process If you have a complaint about an insurance product issued by us or a service you have received from us, including the settlement of a claim, please contact your intermediary to initiate the complaint with us. If you are unable to contact your intermediary, call us on If you are not satisfied with our initial response, you may then use our Internal Disputes Resolution process or, ultimately, our External Disputes Resolution Scheme. Please refer to Complaints and Disputes Resolution process on page 12 for full details of our process and how you can access it. Headings Headings have been included for ease of reference, but do not form part of the policy. Definitions When used in this policy, its schedule and its endorsements the following definitions shall apply: Dishonest act dishonest act means the unlawful taking of property with the intent to cause loss to the insured or financial gain to the employee. Employee employee means: (a) a person under contract of service to the insured whom the insured remunerates by salary, wages or commissions and whom the insured has the right to control and direct in the performance of their duties; (b) any director or trustee of any insured while performing acts falling within the scope of the usual duties of an employee; (c) any ex-employee for a period not exceeding 30 days after termination/resignation of employment with the insured, arising out of the duties of that employee during his/her employment with the insured; (d) any temporary personnel assigned to perform employee duties for any insured within the insured s premises by any agency furnishing temporary personnel on a contingent or part-time basis, provided however, that this policy does not cover any loss caused by such individual if such loss is also covered by any insurance held by the agency furnishing such temporary personnel; (e) any work experience student. The definition of employee does not include a broker, commission agent, consignee, contractor or other agent or similar representative. Excess excess means the amount the insured first bears in relation to each loss. The excess applies to all amounts payable under this policy. Insured insured means: (a) (b) (c) you, your or the Insured named in the schedule; subsidiary companies incorporated in the Commonwealth of Australia; any welfare, social or sporting club formed with the insured s knowledge and consent exclusively for the benefit of employees and their families. Page 5 of 12

7 Limit of liability limit of liability means the total aggregate liability we will reimburse the insured and shall not exceed the Limit of Liability stated in the schedule. Period of insurance period of insurance means the Period of Insurance stated in the schedule. Property property means currency, coin, bank notes, bullion, negotiable and non-negotiable instruments, goods or other items either belonging to, or in the care, physical custody or control of the insured and for which the insured is legally liable other than property excluded by this policy. Schedule schedule means the Schedule attaching to and forming part of the policy wording, including any renewal schedule. Subsidiary company subsidiary company means a company or legal entity in respect of which the first named insured named in the schedule directly or indirectly: (a) controls or controlled the composition of the board of directors; and/or (b) controls or controlled more than half of the voting power; and/or (c) holds or held more than half of the issued share capital or other ownership of the entity, and shall in any event include any company or legal entity whose financial accounts are required to be consolidated with those of the first named insured pursuant to the Corporations Law or the applicable Australian accounting standard. Time limitations time limitations means the period of insurance and the earlier of either 12 months after the expiration of the period of insurance or the period up to the date upon which the employee committing a dishonest act is terminated. Our Agreement Subject to the prior payment of or the insured s agreement to pay the premium set out in the schedule, we agree with the insured to provide insurance as set out in this policy. In issuing this policy, we rely on the information contained in the proposal form and or any other information given by or on behalf of the insured which shall be the basis of the contract. Insuring Clause Subject to the limit of liability stated in the schedule and the terms and conditions of this policy, we will reimburse the insured for loss of property which: (a) directly results from a dishonest act of an employee committed alone or in collusion with others; and (b) is discovered during the time limitations. Limitations of Cover 1. Excess (a) Our liability under this policy shall apply only to that part of loss which exceeds the excess and such excess shall be borne by the insured uninsured and at the insured s own risk. (b) Should any loss be discovered which is partly recoverable under this policy and partly recoverable under a prior policy containing an excess amount, the excess amount specified in the schedule shall be reduced by the excess amount applied to such loss by the prior policy. 2. Limit of liability (a) We shall not be liable for more than the limit of liability stated in the schedule for any loss: (i) arising directly or indirectly from any one employee or any number of employees acting in collusion, or in respect of which the employee is implicated regardless of whether the dishonest act was committed or the loss occurred during more than one period of insurance; and (ii) in respect of one dishonest act or series of dishonest acts arising from the one source or original cause, regardless of whether the dishonest act was committed or the loss occurred during more than one period of insurance. Page 6 of 12

8 (b) Where more than one dishonest act is committed and/ or loss occurs during more than one period of insurance, the dishonest act is deemed to have been committed on the date of the first dishonest act or alternatively the loss is deemed to have occurred on the date upon which the first loss occurred. 3. Non-accumulation of liability (a) Regardless of the number of years coverage shall continue in force and the number of premiums which shall be payable or paid or any other circumstances whatsoever, our liability with respect to any loss or losses shall not be cumulative from one period of insurance to another period of insurance. Where there is more than one insured, our aggregate limit of liability for loss or losses sustained by any or all of them shall not exceed the amount for which we would be liable if all losses were sustained by any one of them. (b) Our total aggregate limit for losses under this policy or any other fidelity policy issued by the Zurich Group of insurance companies in respect of the same period of insurance shall not exceed the aggregate limit of liability set out in the schedule of this policy. 4. Territorial and Jurisdictional limits This policy shall apply to dishonest acts committed within the Territorial and Jurisdictional Limits specified in the schedule. 5. Valuation and Foreign currency We shall not be liable under this policy for more than; (a) the actual market value of lost, damaged or destroyed securities at the close of business on the business day immediately preceding the day on which the loss is discovered, or for more than the actual cost of replacing the securities, whichever is less; (b) the cost of blank books, pages, tapes or other blank materials to replace lost or damaged books of account or other records; (c) the Australian dollar value of a foreign currency based on the rate of exchange published in The Australian Financial Review on the day any loss involving foreign currency is discovered. Extensions of Cover 1. Additional insureds Liability for prior losses If during the period of insurance an additional insured is added to the policy or new subsidiary company formed or acquired, coverage is provided for: (a) any losses sustained after the effective date of such addition; and (b) any losses sustained prior to the effective date of such addition or acquisition, Provided that: (i) the additional insured carried a policy providing comparable cover prior to the inclusion under this policy and there is continuity of cover from the date the loss was sustained to the effective date of the inclusion; and (ii) the loss is discovered within the time limitations provided by this policy if it would have been covered under the prior policy, except for the fact that it was discovered after the time limitations under that policy had expired; and (iii) the amount payable shall form part of and will not be in addition to the limit of liability; and (iv) the loss would have been covered under this policy if this policy with its terms, conditions and exclusions as at the date of substitution had been in force when the dishonest act causing the loss was committed; and (v) the loss has not been notified to any other insurer. The amount payable under this extension will not exceed the lesser of: (1) the amount which would have been payable under the prior policy if the prior policy had continued in force or had applied at the date of discovery of the loss; or (2) the limit of liability at the date of substitution. 2. Claims preparation costs We agree to reimburse the insured for an amount no greater than the amount of loss payable under this policy, for the reasonable costs incurred in substantiating a loss. Provided that the amount payable under this extension shall be part of and not in addition to the limit of liability specified in the schedule. This extension shall not apply in respect of any loss which does not exceed the excess. Page 7 of 12

9 3. Continuity of cover If this policy has been substituted for any prior policy providing comparable cover held by the insured with any other insurer and there is unbroken continuity of cover apart from the substitution, this insurance applies to any loss discovered within the time limitations provided by this policy if it would have been covered under the prior policy except for the fact that it was discovered after the time limitations under that policy had expired. Provided that: (a) the amount payable shall form part of and will not be in addition to the limit of liability; and (b) the loss would have been covered under this policy if this policy with its terms, conditions and exclusions as at the date of substitution had been in force when the dishonest act causing the loss was committed; and (c) the amount payable will not exceed the lesser of: (i) the amount which would have been payable under the prior policy if the prior policy had continued in force or had applied at the date of discovery of the loss; or 5. Reinstatement of the limit of liability In the event of the insured successfully making a claim under this policy, the limit of liability shall be reinstated for the amount required to restore the limit of liability to the amount stated in the schedule. Provided that: (a) the aggregate of amounts so reinstated shall not exceed an amount equal to the limit of liability; (b) our liability in respect of more than one loss arising from the same source or cause shall not exceed the limit of liability. 6. Unidentifiable employees If a loss is alleged to have been caused by the fraud or dishonesty of any one or more of the employees and the insured shall be unable to designate the specific employee causing the loss, the insured s claim in respect of such loss shall not be invalidated by their inability to do so, provided the insured is able to furnish evidence to prove to us that the loss was in fact due to the fraud or dishonesty of one or more of its employees. (ii) the limit of liability at the date of substitution; and (d) (e) the loss arises from a dishonest act committed after the Retroactive Date in the schedule, and the loss has not been notified to any other insurer. 4. Merger, takeover, sale, winding-up of insured If, during the period of insurance, the insured is subject to a merger, takeover, sale or winding-up, or the responsibilities of any insured are fully assumed by any other person and/or entity, then coverage shall continue through to the expiry of this policy, and apply only to loss sustained prior to the effective date of the merger, takeover, sale or winding-up or assumption of responsibilities. Page 8 of 12

10 Exclusions We will not pay anything in respect of any: 1. Computer virus loss or part of a loss arising out of any computer virus or loss caused by a mechanical failure and/or programming errors. 2. Cost of reproducing information loss involving the cost of reproducing any information contained in any lost or damaged manuscripts, records, accounts, microfilms, tapes or other records. 3. Damages loss which wholly or in part consists of exemplary, aggravated or punitive damages. 4. Fraudulent claims fraudulent claim or claims made by or involving any fraudulent means or devices used by the insured or any person acting on the insured s behalf to obtain any benefit under this policy or any loss giving rise to a claim under this policy caused by or with the collaboration of any insured. 5. Inventory / Profit and loss loss or part of a loss where proof of its existence or amount depends on any comparison of inventory records with a physical count or a profit and loss computation. 10. Non-payment / Default of loan loss arising from the complete or partial non-payment of or default on any loan, extension of credit, discounted or acquired accounts or invoices or other transactions of similar character. 11. Other insurance liability for which the insured is entitled to claim under any other policy but subject always to the provisions of the Insurance Contracts Act 1984 (as amended). 12. Professional liability loss arising out of a breach of duty owed in a professional capacity by the insured. 13. Subsequent losses loss arising from any dishonest act committed by an employee after the insured has discovered any other dishonest acts by the employee. 14. Trading losses loss resulting directly or indirectly from trading in securities or derivatives whether or not in the name of the insured and whether or not in a genuine or fictitious account. Exclusion 5. does not apply to the extent that the insured can prove the existence or amount of the loss through evidence wholly independent of the comparison or computation. 6. Knowledge of prior theft loss caused by an employee if an elected or appointed officer of the insured possessed at any time knowledge of any act or acts of theft, fraud or dishonesty committed by such employee during the term of the employment of such employee, or prior to employment by the insured, provided that such conduct involved property valued at $25,000 or more. 7. Legal proceedings costs incurred by the insured in connection with any legal proceeding. 8. Loss of potential income (a) loss of potential income not in fact earned; or (b) other consequential or indirect loss. 9. Loss of trade secrets loss of trade secrets, confidential processing methods or other confidential information of any kind. Page 9 of 12

11 Claims Conditions Compliance with the following conditions is a condition precedent to our obligation to indemnify the insured under this policy. 1. Reporting On discovering a loss or circumstances likely to give rise to a loss the insured must: (a) give immediate notice to us; (b) within 120 days provide to us a written statement containing details of the cause, description and amount of the loss and all other relevant information; (c) complete any claim form or sworn proof of loss that we may require; (d) provide full assistance and cooperation to us in investigating the loss; and (e) take all reasonable steps to obtain recovery of the loss and prevent any further loss. We may, if they so choose, proceed to conduct the defence of any claim made against an insured, and shall in any event retain the right to actively participate in the defence. The insured shall not admit liability for or settle any claim under this policy or incur any costs or expenses without our prior written consent. Such consent shall not be unreasonably withheld. 2. Subrogation (a) The insured will do and permit all things and execute all documents reasonably required by us to enable us to pursue any recovery rights in respect of the loss. (b) To the extent allowed by law, the insured will retain all amounts payable to and property of any employee implicated in the loss, which may be in or come to the insured s possession or under the insured s control and will apply the amounts or property towards making good the loss. (c) All recoveries whether made by the insured or us will be applied to reimbursement in the following priorities: (i) all costs incurred in effecting the recoveries; (ii) to the insured to the extent that the loss exceeds the limit of liability; Standard Conditions 1. Cancellation (a) You may cancel this policy at any time by giving notice in writing to us; (b) We may cancel this policy in any of the relevant circumstances set out in the Insurance Contracts Act 1984 (as amended), such cancellation to take effect within 30 days from the time of notification received by the insured; (c) Upon cancellation by the insured a refund of premium will be allowed pro rata of 70% of the premium for the unexpired period of insurance; (d) We will be entitled to retain any tax owing for which we are unable to obtain a refund; (e) Upon cancellation by us a refund of premium will be allowed pro rata for the unexpired period of insurance. 2. Misrepresentation, Misdescription, Non-disclosure This policy is voidable in the event of fraudulent misrepresentation, misdescription or non-disclosure. We may deny a claim or reduce a claim amount if the insured has failed to comply with the duties of utmost good faith or disclosure or if the insured has made a false statement to us before the contract was entered into. In determining whether any nondisclosures or representations are grounds for not meeting a claim or reducing the claim amount we shall rely upon the relevant provisions of the Insurance Contracts Act 1984 (as amended). 3. Change of risk Every change materially affecting the facts or circumstances, degree or amount of risk existing at the commencement of this insurance or at any subsequent renewal date, shall be notified in writing to us as soon as such change comes to the notice of the insured or any officer or representative of the insured. On receipt of such notice we may vary the terms of this policy and/or charge such additional premium as we may determine appropriate in the circumstances. 4. Singular and plural Except where the context otherwise requires, a reference to the singular includes the plural and vice versa. (iii) (iv) to us to the extent that it has indemnified the insured under this policy; to the insured to the extent of any excess. Page 10 of 12

12 5. Notice Every notice or communication to us shall be in writing and sent to the office where this policy was issued. 6. Proper law and jurisdiction (a) The construction, interpretation and meaning of the provisions of this policy shall be determined in accordance with Australian law. (b) In the event of any dispute arising under this policy, including but not limited to its construction and/or validity and/or performance and/or interpretation, the insured will submit to the exclusive jurisdiction of any competent Court in the Commonwealth of Australia. 7. Payments in respect to Goods and Services Tax When we make a payment under this policy for the acquisition of goods, services or other supply, we will reduce the amount of the payment by the amount of any input tax credit that the insured are, or will be, or would have been entitled to under A New Tax System (Goods and Services Tax) Act 1999, in relation to that acquisition, whether or not that acquisition is actually made. When we make a payment under this policy as compensation instead of payment for the acquisition of goods, services or other supply, we will reduce the amount of the payment by the amount of any input tax credit that the insured is, or will be, or would have been, entitled to under A New Tax System (Goods and Services Tax) Act 1999 had the payment been applied to acquire such goods, services or supply. 8. Privacy Zurich respects your privacy. Before we collect personal information you should know the following things: We require personal information about you to assess your request for insurance and to administer the policy. Where relevant for this purpose, we will disclose your personal information (other than sensitive information such as health information) to your intermediary. We will also, where relevant, disclose your personal information, including sensitive information, to our service providers (including loss adjusters, administrators, reinsurers) and to our business partners for this purpose. By submitting your personal details, you consent to those organisations collecting and us disclosing personal and sensitive information about you for this purpose. A list of the type of service providers and business partners we commonly use is available on request, or on our website. Go to and click on the Privacy link on our home page. If you do not provide the requested information, your proposal may not be accepted, we may not be able to administer your policy or you may breach your duty of disclosure, the consequences of which are set out in the Duty of Disclosure notice. We may also disclose personal information about you where we are required or permitted to do so by law. In most cases, on request, we will give you access to the personal information we hold about you. In some circumstances, we may charge a fee for giving you access, which will vary but will be based on our costs. If you would like to find out more, you may contact us by telephone on or at Privacy.Officer@zurich.com.au or in writing to: The Privacy Officer Zurich Australian Insurance Limited PO Box 677, North Sydney, 2059 Page 11 of 12

13 9. Complaints & Disputes Resolution process If you have a complaint about an insurance product issued by us or a service you have received from us, including the settlement of a claim, please contact your intermediary to initiate the complaint with us. If you are unable to contact your intermediary, call us on We will respond to your complaint within 15 working days provided we have all necessary information and have completed any investigation required. If more information or investigation is required we will agree reasonable alternative timeframes with you. If you are unhappy with our response or we cannot agree on reasonable alternative timeframes, your complaint will be registered as a dispute and it will be reviewed by our Internal Disputes Resolution process which is free of charge. We will respond to your dispute within 15 working days provided we have all necessary information and have completed any investigation required. If more information or investigation is required we will agree reasonable alternative timeframes with you. We will keep you informed of the progress of our review at least every 10 working days and give you our response in writing. If you are unhappy with our response or we cannot agree on reasonable alternative timeframes, you can refer the matter to the External Disputes Resolution Scheme of which we are a member. This scheme is administered by Insurance Ombudsman Services Limited (IOS). IOS will review our decision in accordance with their terms of reference. You are not bound by their decision. However, we are bound to act immediately on IOS s decision. This is a free service provided by an independent body. Brochures outlining the operations of IOS are available from us or the Insurance Council of Australia in your State or Territory. You can phone the IOS from anywhere in Australia on or write to them at: Insurance Ombudsman Services Limited PO Box 561, Collins Street West, Melbourne, Vic, ios@insuranceombudsman.com.au Page 12 of 12

14 Zurich Australian Insurance Limited ABN AFS Licence No: Head Office: 5 Blue Street North Sydney NSW 2060 Zurich is proud to support football in Australia as an Official Partner of the Hyundai A-League Client Enquiries Telephone: PCUS ZU07201