DELL ACCIDENTAL DAMAGE PROTECTION & ACCIDENTAL DAMAGE WITH THEFT PROTECTION INSURANCE

Transcription

1 DELL ACCIDENTAL DAMAGE PROTECTION & ACCIDENTAL DAMAGE WITH THEFT PROTECTION INSURANCE Combined Financial Services Guide and Product Disclosure Statement Product Disclosure Statement prepared on August 23 rd 2011 Insurer: Virginia Surety Company, Inc (ABN ) Australian Financial Services Licence number This document is a Combined Financial Services Guide and Product Disclosure Statement for the Dell Accidental Damage Protection and Accidental Damage with Theft Protection Insurance (Combined FSG and PDS). This Combined FSG and PDS is divided into two parts: Part A: a Financial Services Guide (FSG); and Part B: a Product Disclosure Statement (PDS). The FSG is issued by Dell Australia Pty Limited ABN ; Authorised Representative No (Dell). The PDS is issued by the Virginia Surety Company, Inc ABN ; AFSL No (VSC). Dell is an authorised representative of VSC. Page 1 of 16

2 Contents Part A... 3 FINANCIAL SERVICES GUIDE (FSG): Prepared July Part B... 5 PRODUCT DISCLOSURE STATEMENT Prepared August THE PURPOSE OF THIS PRODUCT DISCLOSURE STATEMENT (PDS)... 5 WHO IS THE INSURER?... 5 ELIGIBILITY... 5 SIGNIFICANT FEATURES AND BENEFITS OF THE POLICY... 6 PRODUCTS INCLUDED / COMPONENTS EXCLUDED... 6 SIGNIFICANT RISKS... 7 WHAT IS THE COST?... 8 COOLING OFF PERIOD... 8 DISPUTE RESOLUTION... 8 THE GENERAL INSURANCE CODE OF PRACTICE... 9 YOUR PRIVACY... 9 DEFINITIONS POLICY COVERAGE LIMIT OF LIABILITY YOUR DUTY OF DISCLOSURE ONGOING DISCLOSURE: CHANGES TO YOUR DETAILS OR CIRCUMSTANCES 12 POLICY EXCLUSIONS WHEN AM I COVERED? HOW CAN YOUR POLICY BE CANCELLED? HOW TO MAKE A CLAIM WHAT HAPPENS IF I SELL THE INSURED PRODUCT? Page 2 of 16

3 Part A FINANCIAL SERVICES GUIDE (FSG): Prepared July We are Dell Australia Pty Limited (ABN ) Authorised Representative Number: (Dell). We are an authorised representative of Virginia Surety Company, Inc ABN , AFSL No (VSC). Important information This FSG is provided to assist you in making an informed decision about the financial services we provide to you. It will explain who we are, the financial services provided by us, how we are remunerated and how your complaints are dealt with. If we make a recommendation that you acquire Dell Accidental Damage Protection and/or Dell Accidental Damage with Theft Protection Insurance, or issue Dell Accidental Damage Insurance and/or Dell Accidental Damage with Theft Protection Insurance, please refer to the Product Disclosure Statement (PDS) contained in Part B of this document to ensure the cover provided suits your individual needs. The PDS contains information about the particular product, including any relevant risks, benefits and significant characteristics of the product. It contains important information about the product that will assist you in making an informed decision. You should read the PDS carefully. Authorised services We are authorised under an agreement with VSC to provide general advice on, and to arrange for the issue of, Dell Accidental Damage Protection and/or Dell Accidental Damage with Theft Protection Insurance. We can answer questions you may have about the product, assist with your application, and accept payment. We can give you general factual advice, but cannot advise you if the product is appropriate to meet your particular needs. We are also authorised to issue you a Dell Accidental Damage Protection and/or Dell Accidental Damage with Theft protection Insurance policy. In arranging the issue of Dell Accidental Damage Protection and/or Dell Accidental Damage with Theft Protection Insurance to you, Dell acts as an Authorised Representative of VSC. The significance of this arrangement is that we are able to enter into Dell Accidental Damage Protection and/or Dell Accidental Damage with Theft Protection Insurance contracts with you on behalf of VSC. We do not handle claims and you should refer to the instructions included in the PDS relating to how a claim is made. VSC has authorised the distribution of this FSG. How we are paid? We receive remuneration from VSC calculated as a percentage of the premium you pay for your insurance (including taxes and charges). This remuneration is comprised of a commission and, a share of the profit made in relation to the insurance which is calculated and paid to us annually. How can you provide us with instructions? If you want to provide information and instructions in relation to Dell Accidental Damage Protection and/or Dell Accidental Damage with Theft Protection Insurance, you can do so by contacting us. See our contact details below. Your Privacy In order for Dell to arrange Dell Accidental Damage Protection and/or Dell Accidental Damage with Theft Protection Insurance for you and to keep in contact with you, we need to collect certain personal information about you. We may not be able to arrange your insurance policy without this information. We may disclose your personal information to VSC and its policy and claims administrator. We may also disclose your information to our domestic and offshore related bodies corporate, contractors or service providers, all of which are required to keep your information confidential. If you have any questions or would like to access the information we have about you, see our privacy policy, which is available on our website at: www1.ap.dell.com. Page 3 of 16

4 What if you have any concerns? We have an internal dispute resolution system which seeks to resolve any complaints or disputes that may arise. Please contact VSC on If you are not satisfied with our response, you may take the matter up with an external dispute resolution body, the Financial Ombudsman Service ( FOS ). You can contact FOS at: Telephone: Facsimile: Website: Postal address: GPO Box 3, Melbourne Victoria 3000 Contact us Dell, Authorised Representative You can contact us on the following numbers: Home and Home Office Small Business 1-400employees Private Sector employees Over 3500 employees Public Sector Education & Local Government Other Government or at Dell Australia Pty Limited, PO Box 91, Frenchs Forest, New South Wales, VSC, Licensee You can contact the licensee, VSC by phone on (03) , by fax on (03) or at PO Box 246, Balwyn Vic Page 4 of 16

5 Part B PRODUCT DISCLOSURE STATEMENT Prepared August SECTION 1 Important information about this Policy THE PURPOSE OF THIS PRODUCT DISCLOSURE STATEMENT (PDS) The purpose of this PDS is to give You the information You require to make an informed decision about whether or not to purchase the Dell Accidental Damage Protection & Accidental Damage with Theft Protection Insurance. To assist You in understanding the Cover provided by the Policy, this PDS details the significant features of the Policy, including the Policy s benefits, risks and information about how the insurance premium is calculated. The information is general and does not take account of Your individual needs. This PDS, including the Proposal & Policy Schedule, forms Your contract of insurance with Us. Provided You have paid the premium, We will insure You during the Period of Cover subject to the terms and conditions set out in this PDS. Before deciding to purchase this Policy, You should read this PDS carefully to understand the extent of the Cover provided by this product and its limitations. Capitalised terms and expressions used in this PDS have the meanings given to them at the beginning of the Policy Wording in Section 2. WHO IS THE INSURER? This insurance Policy is underwritten by Virginia Surety Company, Inc (ABN ) of Level 2, 74 Doncaster Rd, North Balwyn, VIC In this PDS, the Insurer is called We, Us or Our. We hold an Australian Financial Services Licence (number ). You can contact Us: by phone on by faxing Us on by writing to Us at PO Box 246, Balwyn VIC 3103 The Warranty Group Australasia Pty Ltd (ABN ) administers the Policy on Our behalf. Dell Australia Pty Limited (ABN ) issues the Policy on Our behalf. In effecting this insurance Policy, the selling agent is acting as Our agent, and not as Your agent. The selling agent will receive payment for effecting this Policy on Our behalf, please refer to the Financial Services Guide for details. ELIGIBILITY Regardless of whether Accidental Damage Protection or Accidental Damage with Theft Protection Insurance is purchased, the total Product purchase price must not exceed $25,000. Please Note that Accidental Damage with Theft Protection is only available when Accidental Damage Protection has been purchased with a notebook, desktop, or peripheral purchased from Dell. Page 5 of 16

6 SIGNIFICANT FEATURES AND BENEFITS OF THE POLICY The Policy is an insurance policy with the following significant features and benefits: Depending on the Cover Option/s selected in the Proposal and Policy Schedule: Accidental Damage Protection If the Product suffers Accidental Damage, during the Period of Cover, We will repair or replace the Product subject to Policy terms and conditions. The decision to repair or replace the unit lies solely with Dell. If the Product is repaired it may be repaired with new or used parts. Any replaced parts will have the same functionality as the original part/s. If Our agent decides that the Product needs to be replaced, then the replacement product will be equivalent to, or better than, the original Product purchased from Dell. Accidental Damage with Theft Protection If the Insured Product is stolen from a secured office, home or locked vehicle where there is clear evidence of forcible or violent entry during the term of the cover and subject to these terms, conditions and exclusions, then We will provide a replacement product of equivalent specification to the original Insured Product You purchased. Cover Type Claim Limit Maximum Number of Claims Accidental Damage Protection Unlimited parts Unlimited parts Accidental Damage with Theft Protection One (1) whole unit replacement per contract year One (1) per contract year Regardless of the number of claims made the maximum benefit payable under any Policy is $25,000. PRODUCTS INCLUDED / COMPONENTS EXCLUDED Accidental Damage Protection does not cover any damage (including without limitation virus-inflicted damage) to software preloaded on, purchased with or otherwise loaded on the Product, including without limitation, Dell s Custom Factory Integration ( CFI ) items. We will exercise reasonable efforts to, but this Agreement does not guarantee that we will, repair or replace CFI items that may otherwise be excluded components. Notebooks Only the central processing unit, mother-board, internal memory, power adapter, palm rest, internal fan, internal keyboard, internal hard drives, internal disk or CD/DVD ROM drives, touch pad, internal modems, internal network card, video card, internal speakers, latches, hinges, chassis and the computer s built-in LCD are covered. Accidental Damage Protection covers batteries only whilst they are covered under the Manufacturer s warranty. Desktops Page 6 of 16

7 Only the central processing unit, keyboard, mouse, internal hard drives, internal memory, built-in or internal network card or modem, motherboard, video card, power supply fan, power supply unit, CD/DVD ROM drives, chassis and the computer s original monitor (when invoiced as part of system order purchase) are covered. Your purchase of Accidental Damage with Theft Protection insurance and the terms of this Agreement does not cover peripheral devices, such as docking stations, external modems, external speakers, game devices, carrying cases, secondary monitors, external mouse on notebooks, external keyboard on notebooks, and other computer components not internal to the Product. This Agreement is for hardware only. Dell branded Peripherals This Policy does not cover externally-attached devices, components, cases, television, monitor, wall mounts or wiring classified as accessories or consumables and not built in or on the base unit, such as light bulbs, ceiling mount kit, memory disks or disk, disposable memory devices, carrying cases or stylus pens, or any other components not internal to the Product, or other parts/components requiring regular use maintenance. Accidental Damage Protection does not cover any software shipped with peripherals. Only parts built in or on the base unit, including parts or accessories that are required for regular operation of the unit and shipped at point of sale, such as internal memory, built-in LCD, internal components/switches, built-in buttons, remote controls, lens, lens cover, card reader slot or projector, synchronization cradles or cables shipped with peripherals are covered. In the event of a system or part replacement which may require access to an optical device and the customer has opted out of an optical device, Dell reserves the right to decline service until the customer grants Dell access to an optical device to enable support and serviceability. SIGNIFICANT RISKS You should be aware of the following risks associated with the Policy: Disclosure Obligations: Failure to comply with disclosure obligations may have consequences in relation to the Cover being provided or may affect a claim being paid. These consequences are outlined under Your Duty of Disclosure in the Policy Wording. Policy Coverage: Our liability under this Policy is excluded in certain circumstances and we will not be liable for any claim if the following occurs: Fraud Non-Disclosure Non payment of premium Please Note: The above list is not intended to be all inclusive, rather an indication. Variation to Your Cover: It is important that You notify Us of any change to Your circumstances, including if You change Your address. We reserve the right to obtain an independent assessment and valuation report in the event of any claim. Page 7 of 16

8 WHAT IS THE COST? The premium payable for Your insurance policy will be shown on Your Proposal & Policy Schedule. In setting premiums, a number of factors are taken into consideration. These factors may include: the Cover Option and Term chosen; the purchase price of the insured Product; the type and specifications of the insured Product. In the event that the premium is not received in full, within 30 days from the date of purchase, all cover will cease. For further details please refer to the Cancellation section of the Product Disclosure Statement. The premium will vary depending on the Cover You choose. The amount of the premium will be calculated and provided to You in the Proposal & Policy Schedule before You acquire the Cover. You may also be required to pay one-off fees in the following circumstances: Establishment Fee Cancellation Fee COOLING OFF PERIOD You may cancel Your Policy and receive a full refund within 14 days of receiving your item. If You wish to cancel Your Policy during this period, You must notify Us in writing or electronically. If You do so, We will refund the premium in full. However, We will not refund the premium if You have made a claim under Your insurance Policy. To cancel Your Policy at other times, please refer to the How Can Your Policy Be Cancelled section in the Policy Wording. DISPUTE RESOLUTION Should You have a concern relating to any area of our business or Your Policy You may request that it be dealt with by the Supervisor or Manager directly responsible for that area. If Your complaint is not resolved by the Supervisor or Manager, Your complaint may then be referred to Our Internal Disputes Panel. You can contact Our Internal Disputes Panel: by writing to PO Box 246, Balwyn VIC 3103; or by phone on We will respond to Your complaint in writing within 15 working days. Our dispute resolution process is provided to You free of charge. If You are not satisfied with the outcome of Our process You may refer the matter to the Financial Ombudsman Service (FOS). The FOS may be contacted: by phone on (local call fee applies); by fax on (03) ; by writing to GPO Box 3, Melbourne VIC 3001; by ing us at info@fos.org.au on the web The FOS provides an independent service which will investigate Your complaint and provide a ruling at no cost to You. Page 8 of 16

9 THE GENERAL INSURANCE CODE OF PRACTICE Virginia Surety Company, Inc participates fully in the General Insurance Code of Practice. The Code was developed with the objective of raising the standards of service and practices in the insurance industry to a level that seeks to achieve total customer satisfaction. The Code aims to improve the quality of policy documentation and information provided to consumers; employee and agent training; claims handling and dispute resolution. Please contact Us if You would like to obtain Our brochure on the Code. YOUR PRIVACY Virginia Surety Company, Inc is bound by the National Privacy Principles contained in the Privacy Act By submitting a Proposal & Policy Schedule, You will be supplying Us with personal information. We collect this information so that We can assess the risk and determine the appropriate terms and conditions that will apply. If We accept Your proposal, We will use the information so that We can administer Your Policy, including processing claims and responding to Your queries. The information collected is held by Us and will be disclosed to Financiers and/or service providers such as assessors or loss adjusters, as well as companies in the Warranty Group. With some exceptions You have rights of access to, and correction of, Your personal information upon request. We value the privacy of personal information and We ensure that information about You is handled as permitted and required by law. Please contact Our Privacy Officer on if You have any queries or would like a copy of Our privacy brochure. Page 9 of 16

10 SECTION 2 Policy Wording DEFINITIONS Some words have a special meaning in this Policy & PDS. These words are listed below. Accidental Damage: unexpected or unintentional damage to property causing the impairment of use. Cover: means the protection provided by the Policy, and includes the three Cover Options. Cover Option: means the types of Cover available under this Policy. These types of Cover relate to your nominated insurance period 1 year, 2 years, 3 years, 4 years or 5 years. Cancellation Fee: means the $50 fee charged at the time of cancellation, where the cancellation is requested by you after the Cooling Off period has expired. Establishment Fee: means the amount of fee We charge from time to time to initiate the Policy. This fee is not refundable except within the cooling-off period. Occupied: Means Your normal place of residence or Your workplace. Period of Cover: means the period of Cover as stated on the Proposal & Policy Schedule. Policy: means Dell Accidental Damage Insurance and Accidental Damage with Theft Protection Insurance. Product: means the product purchased as shown on the original tax invoice which also details the Cover Option purchased. Proposal & Policy Schedule: refers to the form on which You provide information about yourself and the type of Cover You have chosen and includes any written amendments We send You. Purchase Price: means the cost of the Insured Product as stated on the original tax invoice. Rule of 78: means the method of earning the premium over the term of the policy. The earnings are higher in the earlier months and gradually reduce over time. Theft: the act or an instance of stealing. Total Loss: Insured Product will be deemed a Total Loss when We consider it uneconomical to repair the Insured Product or when repair costs exceed the original purchase cost. Unattended: Means, not being attended to, looked after, or watched. Lacking a caretaker. Unrestricted Access: ability to enter or exit with no restriction i.e. unlocked premises Violent and Forcible Entry: visible damage at the point of entry in addition to excessive forced used We, Us, Our: means the insurer, Virginia Surety Company, Inc (ABN ). You, Your: means the person(s) named as the insured in the Proposal & Policy Schedule. Page 10 of 16

11 POLICY COVERAGE Accidental Damage Protection During the Period of Cover and subject to the terms, conditions and exclusions, we will repair or replace the Product as necessary to correct any damage to the Product, which occurs by Accidental Damage during the usual and customary usage of the Product. Below are some examples of how we will repair or replace the Product under Your Accidental Damage Protection Insurance Policy. Re Cause of Damage Liquid spilled on or in unit Drops, falls and other similar impact Electrical surge Damaged or broken LCD Accidental breakage (multiple pieces) Resolution Description Repaired or unit replaced Repaired or unit replaced Repaired or unit replaced Repaired Repaired or unit replaced If we repair your Product, You understand and agree that we may replace original parts with new or used parts from the original manufacturer, or a different one. Replacement parts will be functionally equivalent to the original parts. At Our discretion, We may designate an affiliated company or contract with a third party to complete repairs on the Product. If We decide that it is necessary to replace the Product rather than repair it, You will receive a Product equivalent to or better than the Product You originally purchased. To receive repair or replacement of a Product, You must return the damaged Product to Us in its entirety. You shall be responsible for payment of any damaged Product which is not returned to Us. Accidental Damage with Theft Protection During the Period of Cover and subject to the terms, conditions and exclusions, we will replace the Product as necessary in the event of an accepted theft claim which occurs during the Cover period. Where the product is replaced You will receive a Product equivalent to or better than the Product You originally purchased. LIMIT OF LIABILITY The maximum amount we will pay in the event of a claim is the original Purchase Price or $25,000 whichever is the lesser. We will not accept any liability to You, or any subsequent owner or other user of the product, for any incidental or consequential damages, including, but not limited to, liability or damages for the product not being available for use, loss or corruption of data or software, personal injury, death, other indirect loss due to product failure, or any and all incidental, indirect, special or consequential damages arising out of or in connection with the use or performance of the product, even if You have advised us of the possibility of such damages. Page 11 of 16

12 YOUR DUTY OF DISCLOSURE What You Must Tell Us and Why: When entering into a policy of insurance with Us You must answer Our questions truthfully and You have a duty under law to tell Us anything known to You and which a reasonable person in the circumstances would include in answer to Our questions. We will use Your answers to decide whether or not to insure You and anyone else named on the Policy, and on what terms We will provide Cover. Who Needs to Tell Us: It is important that You understand You are answering questions for yourself and those answers will affect anyone else You want to be covered by the Policy. You have the same duty to disclose this information to Us before You extend, vary or reinstate a policy of insurance. If You Do Not Tell Us: If You do not answer Our questions in this way, We may reduce or refuse to pay a claim, or cancel the Policy. If You answer Our questions fraudulently, We may refuse to pay a claim and treat the Policy as never having existed. ONGOING DISCLOSURE: CHANGES TO YOUR DETAILS OR CIRCUMSTANCES You must inform Us immediately in writing if You change Your name or address. POLICY EXCLUSIONS Our liability to pay a claim under the Policy is excluded in the following circumstances: Damage caused by acts of God or natural disasters, animals, pets, pests, intentional acts, fire, or theft (unless You have purchased Accidental Damage with Theft Protection), is not covered under Accidental Damage Protection. Exclusions to Accidental Damage Protection This Insurance does not cover: Any Notebooks and Desktops located outside of the following countries in Asia Pacific: Australia, New Zealand, Singapore, Malaysia, Thailand, Taiwan, South Korea, India, Hong Kong, and China. Any peripherals located outside of the country of purchase. Accidental Damage Protection is applicable only for Products located within the Asia Pacific or in due course of transit within the Asia Pacific region and it is neither non-transferable nor refundable outside the Asia Pacific countries. Any damage to the Product that is cosmetic only or otherwise does not affect Product functionality. Under this Agreement, we are not obligated to repair wear and tear on the Product and other superficial items, such as scratches and dents that do not materially impair your use of the Product. Any Product that anyone other than Dell or a person We designate has tried to repair. Any repair or attempted repair on the Product covered by this Agreement by any party other than Us or someone We designate will void and cancel this Agreement. We will not reimburse You for any repairs that You or another person make or attempt to make to the Product. Any Product that is lost or stolen if you did not also purchase Accidental Damage with Theft Protection (where it is available). Page 12 of 16

13 Any Product that is damaged by fire from an external source or that is intentionally damaged or damage caused by any animal, including pets (cats, dogs) or pests (termites, rats). If We find evidence of intentional damage, We are not obligated to repair or replace the Product. Any recovery or transfer of data stored on the Product. You are solely responsible for all data stored on the Product. We do not provide You any data recovery services under this Agreement. Neither will Dell be responsible for any confidential data on the damaged unit, which must be returned to Dell at all times. If hard drive replacement is necessary, We will reload, at no charge to You, the then-current version of major application and operating system software You originally purchased from Us, including any installed custom factory integration applications. We do not, however, represent or warrant and this Agreement does not obligate Us to ensure that any installed custom factory integration will be compatible with the replacement Product. Any damages arising from acts of nature or natural disasters. Exclusions to Accidental Damage with Theft Protection Insurance Theft by You or any of Your employees and/or family members. Theft or attempted theft not accompanied by forcible and violent entry. Theft from public areas, whether or not there is evidence of forcible and violent entry, including but not limited to; Hotel rooms and lobbies, Restaurants, Lockers, Bars. Loss of any kind whilst the Product is in-transit including but not limited to during the course of carriage as checked-in luggage or via postal, courier service Damage or loss occasioned by or happening through: o o o o Recovery or repossession of the Product for any reason whatsoever; Fraud or dishonest acts on Your part or on the part of any of Your employees acting alone or in collusion with any other person or persons; Unexplained inventory shortage or disappearance resulting from clerical or accounting errors, or delivery of materials to or from You; Consequential loss of any kind. Any Product lost or stolen outside the country of residence i.e. Australia or New Zealand. It is neither transferable nor refundable outside of these two (2) countries. There will be a maximum of one (1) whole unit replacement allowed per contract year, at Dell s discretion, over the contract coverage period. Any recovery or transfer of data stored on the Product. You are solely responsible for all data stored on the Accidental Damage with Theft Protection Product. We do not provide You any data recovery services under this Agreement. Neither will Dell be responsible for any confidential data on the damaged unit, which must be returned to Dell at all times. However, if hard drive replacement is necessary, We will reload, at no charge to You, the then-current version of major application and operating system software You originally purchased from Us, including any Page 13 of 16

14 installed custom factory integration applications. We do not, however, represent or warrant and this Agreement does not obligate Us to ensure that any installed custom factory integration will be compatible with the replacement Product. Any claim which is not substantiated by a colour photo showing signs forcible entry or a detailed police report indicating forcible entry to a locked building or vehicle or office. WHEN AM I COVERED? Provided You have paid the premium, We will insure You during the Period of Cover subject to the terms and conditions set out in this Policy and Product Disclosure Statement. The start of Your Cover This Insurance begins on the date you purchase the Product and expires on the contract expiration date corresponding to the 1, 2, 3, 4 or 5 year option purchased. Accidental Damage Protection is applicable only for Products located within applicable countries in Asia Pacific or in due course of transit within the Asia Pacific region and it is non-transferable outside the Asia Pacific countries. Your Cover will commence on the 5 th day after you purchased the insurance Policy or when the Product was delivered; whichever occurs first. The end of Your Cover Your Cover will end when any of the following occurs: the Policy is cancelled (see section How can Your Policy be Cancelled? in the Policy Wording); the Period of Cover expires; the Insured Product is repossessed; or the acquisition or destruction of any Product by order of any government, public or statutory authority. HOW CAN YOUR POLICY BE CANCELLED? Cancellation by You You may cancel this Policy at any time by advising Us in writing at PO Box 246 Balwyn We will respond to You within 7 days of receiving your request. If the Policy is cancelled We will retain the proportionate premium for the time that Cover has been provided together with Our Cancellation Fee. Cancellation by Us We may cancel this Policy by giving You notice in writing in accordance with the Insurance Contracts Act 1984 for reasons including: non-disclosure; Page 14 of 16

15 failure to comply with the conditions of this Policy; misrepresentation; or non-payment of premium. If We cancel Your Policy, We do not have to refund Your premium if You have already made a claim on the Policy. If You or We cancel Your Policy We will refund Your premium (less any cancellation fee), but We may deduct a reasonable amount of the premium for the time on risk, reasonable administrative costs related to the acquisition and termination of Your Policy and any government taxes or duties that We cannot recover. Whilst the level of Cover We provide is maintained for the duration of the Policy, the level of risk changes over time. Generally the level of risk (or the gap ) is significantly higher in the early years and lower during the final years. Any refund provided will reflect these changing circumstances. We use the Rule of 78 to determine what refund is due. HOW TO MAKE A CLAIM Accidental Damage Protection: In the event of any damage which might give rise to a claim under this Policy You shall: Notify Dell Technical Support as soon as possible on the following number applicable to your purchase: o Home User Support: ; o XPS Hardware Support: ; o Small & Medium Business: ; o Large Business, Education & Government: ; Take all reasonable steps to minimize the extent of any damage; Isolate damaged parts and make them available for inspection by Us; Provide all information and documentary evidence with respect to the claim as We may reasonably require. Upon notification of a claim being given, You must give Us an opportunity to inspect the loss or damage before any repairs or alternations are effected. When you call Us, a Technical Support person will ask for the Service Tag number located on your Product. Once the technical support has verified Your purchase of Accidental Damage Protection, they will ask You a series of questions to assess the extent and cause of damage to the Product. You must cooperate with the technical support to ensure that the Product is properly serviced. The technical support person will either send You a replacement part for You to install on the Product or dispatch a service engineer to Your location or give You directions to ship the Product to Our repair facility. So long as You follow Our directions, We will pay for all shipping charges for the return of the Product to Our repair facility. In some cases, where We can determine over the telephone that a replacement Product will be necessary, We may, in our discretion, ship you a replacement Product immediately. However, a replacement product can only be provided if You return the original Product to Us. Page 15 of 16

16 Accidental Damage with Theft Protection: Claims for Accidental Damage with Theft Protection can be accepted where the loss occurred in Australia or New Zealand. All claims must be lodged by completing a claim form within 7 days after making a police report and a copy of the report must be provided, together with colour photographs showing the point of forcible and violent entry e.g. broken door, lock, window with another photo showing the address of building, house, office or vehicle plate broken into. A detailed police report would be required stating the events of how the entry was gained into the building, house or office in cases where a colour photo is insufficient to show the point of forcible or violent entry. To lodge a claim, please contact the administrator being The Warranty Group Australasia Pty Ltd on: Telephone: or outside Australia on Fax: or outside Australia on Postal Address: PO Box 246 Balwyn 3103 A claim form and instructions on how to lodge a claim can also be found on the following website: When calling to report a theft under the Accidental Damage with Theft Protection policy You will be requested to provide the Service Tag number located on your Product. Once We have verified your purchase of Accidental Damage with Theft Protection, they will ask You a series of questions and also request for a police report, a claim form to be completed and a colour photograph of the violent and forcible entry to be submitted to Us. You must cooperate with Us and ensure that all the documents requested for are provided in order to be eligible for a replacement unit. Additional Claims Information You shall at Your own expense take all reasonable precautions to prevent loss and/or damage and to comply with statutory requirements and manufacturer s recommendations relating to the safeguarding and operation of the Product. WHAT HAPPENS IF I SELL THE INSURED PRODUCT? You may transfer the Accidental Damage Protection or Policy only to subsequent owners of the Product within Asia Pacific countries. Cover will remain for the term of this Cover to all subsequent owners of the Product, but before We provide Cover to a subsequent owner, it is the responsibility of the subsequent Product owner to provide Us with Service Tag and / or invoice information to verify the purchase of Accidental Damage Protection Insurance by the Product s original owner. Page 16 of 16