Warranty Direct offers incentives to policy holders who recommend our products or services to friends or family. To find out about our latest

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1 Policy reference: Cover: Vehicle: Issue Date: WD170621/ ExtraCare 12 Months car warranty 0014 IMPORTANT - Your Warranty Direct Policy ExtraCare Policy Document

2 Eligibility You will be eligible for this cover if, at the start date of the policy you: o are at least 18 years of age; and o are permanently resident in the United Kingdom (excluding the Channel Islands and the Isle of Man); and o have paid the premium and agreed to comply with the terms and conditions of this policy. A vehicle can only be insured under this policy if: o at the start date of the policy its age and/or mileage does not exceed those shown below unless agreed by us prior to purchase and shown in your schedule: ExtraCare 12 Months o o o o it has been serviced within the twelve months prior to the start date of the policy or been serviced to the manufacturers guidelines. It must have a current valid MOT certificate where required by law. it is not used for hire or reward, as a taxi, by a driving school or for commercial delivery purposes such as dispatch or delivery courier; it is not owned, temporarily or permanently, by a business set up to sell or service motor vehicles; and no modifications and/or alterations have been made to the manufacturer s original specification. "We are delighted that you have become a policyholder and are confident that we will deliver complete satisfaction for many years to come. Our reputation relies on your recommendation and we will be doing everything in our power to justify it." 2

3 Warranty Direct offers incentives to policy holders who recommend our products or services to friends or family. To find out about our latest referral offer, visit us at

4 Contents Policy Booklet 4

5 Your requirements & recommendations We assessed your needs and your interest in protecting your vehicle against the cost of parts and labour following mechanical or electrical failure on. We also reviewed the options of where to take your vehicle to be serviced and repaired, and your labour rate limit, which is shown below. You have the option to take your vehicle to one of our approved repairers and we will settle directly with the repairer, otherwise you will have to pay for the cost of the repairs and we will reimburse you. Our recommendations based on the above and your vehicle details (as set out in the Schedule on the next page) are shown below. These will help you to assess in the future whether the level of cover is still suitable for your needs. Cover chosen Type of cover Level of cover Policy excess Labour rate Emissions and Airbag You have chosen cover that pays towards the cost of repairing your vehicle following breakdown. ExtraCare 12 Months There will be a policy excess of 50 applied to help reduce the premium. You want to have your vehicle repaired at a Warranty Direct Network Garage - at up to 60 per hour. You did not want to have additional cover for Emissions and Airbag failure. 5

6 Schedule Policy holder: Policy reference: Cover: WD170621/ ExtraCare 12 Months Your vehicle details: Make: Transmission: Mileage at start: Model: Manufacture year: Yearly mileage limit: Registration: CC: Last MOT: Cover: Last service: Please check that all of the above details are correct as these are critical in the event of a claim. If they are not please contact us immediately. Repairer: Inception Date: Expiry Date: Maximum Mileage: Limit per claim: Value of vehicle Policy limit: Value of vehicle Excess per claim: 50 Recovery: Car Hire: 250 per claim event 7 50 per day Hotel Expenses: 250 per claim event Emergency travel: 250 per claim event 6

7 Schedule Notice: The policy ends on the expiry date or when your vehicle reaches the maximum mileage, whichever is the earliest. Premium: Premium including Insurance Premium Tax: Payment: Insurers: Your policy is 100% insured by Pinnacle Insurance plc 7

8 Warning lights 8

9 Definitions The following terms have the same meaning throughout this Policy Document. Administrator means Warranty Direct Ltd. Breakdown means the sudden and unexpected failure of a part arising from any permanent mechanical, electrical or electronic fault, which causes the part to stop working, and means that it needs repairing or replacing before it will work properly. Claim means the breakdown of an insured part. Claim event means a single claim, or a number of claims that occur at the same time. EEA means European Economic Area. For a full list of member states, please visit Insurance means the policy, the policy schedule and any endorsements. Insured part means any mechanical, electrical and electronic part which formed part of the vehicle when it was new, and is listed in the schedule of covered parts and is insured under this policy. Motor Codes means Motor Codes Ltd. Warranty Direct is a subscriber to Motor Codes Ltd and follows the Motor Industry Code of Practice for Vehicle Warranty Products. Network labour rate is the hourly labour rate that we have negotiated with our repair network. The network labour rate at the time of any claim is the maximum labour rate we will pay for labour costs unless we agree a higher rate when the policy starts and you pay the appropriate extra premium. The network labour rate at the start of this policy will be shown in the policy schedule and we may amend it from time to time. The current network labour rate will be as shown on the administrator s website ( Period of insurance means the length of time that this policy applies for as shown in the policy schedule. Cover will end when the vehicle reaches the maximum mileage shown in the schedule, even if this happens within the period of insurance. Policy schedule means the schedule within, and forming part of, this policy which gives details of this insurance. Proposal means any information you have given us to support your application for insurance cover. Servicing handbook means the handbook which the manufacturer issued with the vehicle when it was new. The servicing handbook lists the servicing and maintenance the manufacturer recommends for the vehicle. Sum insured is the maximum amount for parts and labour that you can claim in total during the period of insurance. This is shown in the policy schedule. Sundry items means coolants, filters, fluids, lubricants, oils, refrigerants, and other working materials necessary to effect the repair of your vehicle. Vehicle means a vehicle which is registered and primarily used in the UK and is mentioned in the policy schedule. We, us, our means Pinnacle Insurance plc which is the underwriter of this policy and whose registered office address is Pinnacle House, A1 Barnet Way, Borehamwood, Hertfordshire WD6 2XX. Company No Pinnacle Insurance plc is authorised by the Prudential Regulation Authority and regulated by the Financial Conduct Authority and the Prudential Regulation Authority. Workshop labour time means the repair time allowed by the vehicle manufacturer for their franchised repair network, or the published Glass s ICME repair times for independent garages. You, your, yourself means the policyholder named in the policy schedule. 9

10 Covered & not covered parts To help you understand what this policy covers, we provide in this section a list of covered parts and parts not covered for mechanical and electrical failure. The parts covered list is complete and this means that all other mechanical and electrical parts are excluded and will not be covered by the policy. As with most insurance policies, not every component of your car will be covered. The parts not covered list gives examples of the type of parts which will not be covered by this insurance policy. The parts not covered are also likely to include sundry items necessary to effect the repair of your vehicle. Due to the large number of individual parts in the variety of different vehicles we insure, we are not able to provide an exact list relative to a particular vehicle in this document. However, if you have any questions about what parts are covered or not covered we would be happy to discuss this with you and be specific about the insured vehicle. If you would like to do this, please call our claims department on Air Conditioning Compressor & drive clutch, condenser, evaporator, expansion valve, interior fan control switch, pressure & temperature sensors and receiver/drier. Drive belts, hoses, pipes, refrigerant or any other part not specifically listed above as covered. Braking system Pump and control unit for anti-lock braking system (ABS), ABS wheel sensors, calipers, drum brake self-adjusting mechanisms, handbrake control cables & linkages, master & wheel cylinders, pedal assembly, pressure reducing & proportioning valves, and vacuum pump & servo. Brake drums & brake discs & brake friction materials (brake pads & brake shoes) & brake fluid, hoses, pipes or any other part not specifically listed above as covered. Casings Casings are covered provided they have been damaged as a direct result of the covered failure of an insured part. Any part other than a casing. Clutch Clutch cable, master & slave hydraulic cylinders and pedal assembly. Clutch cover & plate & release bearing, external linkages or any other part not specifically listed above as covered. Cooling systems Engine cooling water & oil radiators, heater radiator, thermostat & housing, temperature gauge, viscous cooling fan couplings and water pump. Anti-freeze, hoses & hose clips & hose connectors, pipes or any other part not specifically listed above as covered. Electrics Alternator, central locking solenoids and motors, electric door mirror motors, electric window motors, electric sunroof motors, engine cooling fan motors, front & rear screen wiper motors, horn, indicator flasher relay, interior fan motor, starter motor and relays. Batteries, battery control modules & cooling systems, electrical connectors, fuses, heating elements & aerials integral with glass windows, hybrid inverters & converters & control module, in car entertainment & telephone & navigation equipment, lamps, light bulbs & high-intensity discharge tubes (xenon bulbs), switches, wiring looms or any other part not specifically listed above as covered. Electronic control units (ECUs) & computers The air conditioning, anti-lock braking system, automatic gearbox, central door locking system, fuel injection/ignition/engine management/alarm/ immobiliser, steering and suspension electronic control units (computers), that were originally fitted to your vehicle when it was first manufactured are covered. Upgraded or revised software and firmware (including patches and updates) relating directly or indirectly to any components of your vehicle or any ECU not specifically listed above as covered. Engine All internally lubricated parts are covered including: Camshafts & bearings, camshaft followers & rockers (including hydraulic lash adjusters), connecting rods & bearings, crankshaft & bearings, cylinder block, cylinder bores & liners & seals, cylinder heads, internal bushes & bearings, oil pump & drive, pistons & rings, timing gears & chain & tensioner and valves & springs & guides. The following engine parts are also covered: Crankshaft pulley and cylinder head gasket. Camshaft drive belts are covered as follows: Camshaft drive belts and camshaft drive belt tensioners (subject to documented proof that the last due change of the camshaft drive belt has taken place as specified by the manufacturer s recommended servicing schedule). Mountings, exhaust manifolds & exhaust pipes & exhaust pipe gaskets, oil & oil filters, valves and valve seats that are burnt or pitted and any part not specifically listed above as covered. Flywheels & drive plates Flexible drive plate for the automatic transmission s torque converter, solid & dual-mass flywheels and starter ring gear. Clutch cover & plate & release bearing, flywheels damaged 10

11 Covered & not covered parts by clutch friction plates or any other part not specifically listed above as covered. Fuel system Air flow & air pressure & air temperature sensors and meters, diesel glow plugs, fuel cut-off valves, fuel gauge & sender unit, fuel pressure regulators & accumulators, fuel pumps (including pre-pumps, low & high pressure pumps & injection pumps), injectors (including petrol & diesel & single-point injectors), oxygen sensors, throttle body assembly and throttle position sensors. Fuel & fuel lines & fuel filters, hoses, pipes or any other part not specifically listed above as covered. Gearboxes (including automated manual gearboxes, automatic gearboxes, four wheel drive transfer gearboxes, hybrid transaxles, manual gearboxes and transaxles.) Automatic transmission brake bands & clutches & modulator valves, drive chains, gearlever, gears, hydraulic gear-shift governors & internal servos & valve blocks, internal bearings & bushes, oil pumps, selector forks, shafts (all, including extension shafts), synchromesh hubs and rings and torque converter. Mountings, external hoses and pipes and any part not specifically listed above as covered. Ignition system Camshaft sensors, crankshaft sensors and ignition coils. Sparking plugs or any other part not specifically listed above as covered. Oil Seals and Gaskets The engine crankshaft rear oil seal and the main gearbox input shaft oil seal are both covered and other oil seals and gaskets that would necessitate the removal of the engine, a gearbox or a final drive unit to carry out repairs are all covered subject to any oil leak from them being sufficiently advanced that oil can be seen to be dripping. Any oil seals or gaskets that do not necessitate removal of the engine, gearbox or final drive or slight leaks causing only oil misting or staining. Supercharger Supercharger units (including wastegates). Intercooler, hoses, pipes or any other part not integral with the supercharger unit. Steering Column shaft & tilt mechanism & couplings, hydraulic pumps & reservoir & pressure pipes, steering & idler boxes, rack and pinion assembly (including hydraulic rams and electric motors) and track rods & track rod ends. Hoses and pipes and any part not specifically listed above as covered. Suspension Bushes, hydraulic pump & reservoir & regulator valve & pressure spheres, self levelling suspension actuators, shock absorbers, wishbones & control arms & connecting joints and road springs. Hoses, pipes, wheels, tyres or any other part not specifically listed above as covered. Transmissions (including front & centre & rear differentials, front & rear live axles and drive shafts.) Constant velocity joints & boots, crown wheels & pinions, differential gears & thrust washers, drive flanges, external drive shafts, internal bushes & bearings & shafts, internal parts of differential locking mechanisms, propeller shafts & propeller shaft couplings & centre bearings and universal joints. Mountings, external hoses and pipes and any part not specifically listed above as covered. Turbocharger Turbocharger units (including wastegates). Intercooler, hoses, pipes or any other part not integral with the turbocharger unit. Wheel bearings Wheel hubs and bearings. Any other part not integral with the wheel hub and which is not specifically listed above as covered. 11

12 Additional cover Failure of these components may not necessarily affect the day to day operation of a vehicle but they can be very costly to repair or replace if a fault is found during a service or an MOT. Your policy schedule on page 6 will confirm the additional cover you have purchased. Emissions and airbag systems cover Fuel System Air pump, anti-knock sensor, canister purge solenoid, deceleration valve, exhaust gas recirculation valve, fuel filler cap & pipe & restrictor, fuel receptacle, fuel sensor, fuel tank, fuel tank pressure control valve & system, intake air resonator, inlet manifold, intercooler, nitrogen oxide & oxygen sensors & their control units, secondary air injection system and system thermal/vacuum switches & valve. Engine Engine oil filler cap and positive crankcase ventilation valve. Airbag system Airbag cables & contact coils, airbag control module, airbag sensors & occupancy sensors, clock spring and disablement switch (airbags are not covered). Notes: Catalytic converters and diesel particulate filters are not covered (unless specific cover for these has been purchased and is confirmed below). Replacement of the airbags themselves may be covered by a comprehensive road insurance policy if the airbags have been deployed. 12

13 What is insured? We will pay towards the cost of repairing the vehicle, up to the sum insured, following a breakdown of any insured part or damage to any insured part caused by the breakdown of a part which is not covered under this insurance. This breakdown must happen during the period of insurance. Your vehicle is covered against unexpected and sudden failures to insured parts from day one. Your policy will additionally cover breakdown of any insured part that has failed due to wear & tear or deterioration (normal or gradual); and damage to any insured part caused by the breakdown, due to wear & tear or deterioration (normal or gradual), of an uninsured part. Please note this additional cover does not start until 90 days from the inception date of your policy. However, if you purchase this cover prior to the expiry of your vehicle s manufacturer new car warranty or are renewing an existing Warranty Direct policy this additional cover starts at the inception date of your policy. You may have to pay towards improving the condition of the vehicle, depending on the age or mileage at the time of the breakdown (see Section "General conditions" Improving the condition of the vehicle (condition 6)). You may also have to pay if the labour rate the repairer charges is higher than the network labour rate. Other benefits The policy includes the following benefits: Vehicle recovery We will pay up to the limits stated in your policy schedule for towing the vehicle to the nearest garage following a breakdown of any insured part. (If you need to use the Warranty Direct 24 hour roadside assistance helpline call All costs involved in recovering a vehicle will be your responsibility and payment will be required on a credit/debit card before help is provided. However, if it is a mechanical or electrical fault that caused your vehicle to breakdown some or all of the costs may be recoverable under this policy.) Car hire If you make a valid claim, we will pay up to the daily limit in your policy schedule (including VAT) for up to seven days towards the cost of hiring a replacement vehicle. We will only pay for a replacement vehicle if your vehicle is being repaired under the terms of this insurance, and the repair will take over eight hours of workshop labour time to complete. In order to request a hire car, you should contact the administrator s Claims Department. If your request is accepted, the administrator will arrange a hire car through its partner, Enterprise Rent-a-Car. Enterprise Rent-a-Car will usually be able to supply a car within the financial limits of your cover but you will be responsible for any hire costs exceeding the daily limit if this is not possible for any reason, including if you should wish to upgrade the class of hire vehicle. We will not pay for a replacement vehicle for the first 24 hours your vehicle is out of use and we will not pay for any fuel or insurance in connection with a hire car. Please note that the contract for the hire car will be between you and Enterprise Rent-a-Car. 13

14 What is insured? (continued) Hotel expenses We will pay up to the amount shown in the policy schedule towards overnight hotel accommodation which was necessary because of a breakdown of an insured part. before any repair work is started. You will have to pay the repairer and claim back the cost from us. Emergency travel expenses We will pay up to the amount shown in the policy schedule towards the cost of public transport by train, bus or taxi if you are unable to complete your journey in your vehicle because of a breakdown of an insured part. We will only pay vehicle recovery, car-hire charges, hotel expenses and emergency travel expenses incurred in the United Kingdom. To claim these amounts you must send documents to the administrator s Claims Department showing what you have paid. For car-hire charges, you must also send the rental agreement. Overseas use This policy covers repairs carried out in Great Britain and Northern Ireland. If you use your vehicle overseas for less than 100 days a year this policy also covers repairs carried out in the EEA and Switzerland. You must get the administrator s authorisation 14

15 What is not insured? We will not pay for repairing or replacing any excluded parts or any parts that are not listed in the schedule of parts. Also, we will not pay for costs caused by, arising from, or connected with, the following: 1. The excess that applies to your policy as shown in your schedule (the excess is the first part of each claim which you must pay) or any amount due towards improving the condition of the vehicle, depending on the age or mileage at the time of the breakdown (see Section "General conditions" Improving the condition of the vehicle (condition 6)), or any additional labour costs if the labour rate the repairer charges is higher than the labour rate detailed in the policy schedule. 2. The cost for any storage of the vehicle. 3. Breakdown or damage caused by wear and tear in the first 90 days of this policy (unless this policy is a renewal or an extension of a manufacturer s warranty) irrespective of whether or not a prewarranty inspection has been carried out, or breakdown or damage caused at any time through using incorrect or contaminated fuel, oil, lubricant, coolant or other fluid. 4. Vehicles that are or have been used for: competitive purposes (except treasure hunts) including rallying, racing, time trial and pacemaking; vehicles that have been used for hire or reward, as a taxi, by a driving school or for commercial delivery purposes such as despatch or delivery courier; or vehicles that are used off-road. 5. Any loss or damage caused by a traffic accident, accidental damage, theft or attempted theft, the vehicle not being used in accordance with the manufacturer s recommendations, or any act which is wilful, against the law or negligent. 6. Any loss arising from you not having the vehicle serviced in line with the conditions of this policy, or you not maintaining the vehicle properly as set out in your servicing handbook, or through failure to use the manufacturer s recommended type, grade and quality of engine oil or where the camshaft drive belt has not been changed in accordance with the manufacturer s recommendations. 7. Any loss where the mileometer has been tampered with, altered or disconnected. 8. Repairing or replacing parts which have not suffered a breakdown. 9. The cost of any work not associated with a valid claim. 10. Any repair or replacement, loss or damage or liability, which is paid or otherwise settled by another warranty or guarantee or goodwill settlement or repair, or any form of faulty design or faults which mean that the manufacturer needs to recall parts, or any manufacturer modifications. 11. We will not pay for any losses which are not directly covered by the terms and conditions of this policy. 12. We will not pay for oil leaks that: cause slight oil misting, marking or staining where no oil is dripping from a joint or seal; do not necessitate the removal of the engine, transmission or final drive unit to repair the leak; or external oil leaks other than those oil leaks that are specifically covered. 13. Breakdown or damage to parts (whether insured or not) caused by frost, water, freezing liquids, worn friction materials (including a worn clutch friction plate damaging a flywheel), carbon build up, corrosion, oxidisation, blockages, contamination, sludge or silt, or other waste matter that has prevented the parts from working properly. 14. Breakdown (including repeat repairs) or damage caused by poor workmanship or faulty parts based on information provided by a suitably qualified independent engineer appointed by Warranty Direct. 15. Repairing or replacing parts which were faulty and have now been identified by a suitably qualified independent engineer as being faulty before this policy started. 16. Service and maintenance related components including (but not limited to) anti-freeze, brake drums, brake discs, brake fluid & brake friction materials (brake pads & brake shoes), clutch covers, clutch friction plates, clutch release bearings, exhaust pipes & exhaust pipe gaskets, filters, grease, oils, sparking plugs, refrigerants and tyres. 15

16 What is not insured? (continued) 17. Burnt or worn-out clutch parts and the build-up of carbon deposits (including burnt or carbonised valves and removing carbon deposits). 18. Any faults, damage or loss arising from errors, viruses, omissions or faults in any application or systems software. 19. Alterations, repairs, modifications or replacements that are necessary because the vehicle s operating system has failed to recognise any date change. 20. Vehicles which are owned, temporarily or permanently, by a business set up to sell or service motor vehicles. 21. Any liability for death, bodily injury or damage to other property or to other parts of the insured vehicle, or any loss arising from a breakdown. 22. Loss of, destruction of, or damage to any property (or any loss, expense or legal liability this leads to) caused by or contributed to by ionizing radiation or contamination by radioactivity from any nuclear fuel or from any nuclear waste from the burning of nuclear fuel. 23. Any explosive, nuclear assembly or nuclear part. 24. Loss, destruction or damage arising from pressure waves caused by aircraft travelling at or above the speed of sound. 25. Any modifications, system updates or recalls. 26. Car hire - we will not pay for a replacement vehicle for the first 24 hours your vehicle is out of use and we will not pay for any fuel or insurance in connection with a hire car. 27. Failure of any insured part (or parts) which a qualified engineer appointed by us, believes has been aggravated due to the vehicle being driven-on after the fault was more than likely to have been apparent to the driver. In such cases we will only be liable for the reasonable repair costs the engineer believes would have resulted if the vehicle had been stopped at the earliest opportunity. 28. Any costs for repair work that were not agreed with the Claims Department prior to the work being completed (see section "How to claim"). 29. You may have to pay towards improving the condition of the vehicle, depending on the age or mileage at the time of the breakdown (see section "General conditions" Improving the condition of the vehicle (condition 6)). You may also have to pay if the labour rate the repairer charges is higher than the network labour rate. 30. The cost of claims incurred where the vehicle has been used for more than 100 days outside the UK, in the EEA or Switzerland. 16

17 Premiums 1. You may pay your premium in full by one single payment at the start of the policy or by instalments as set out below. 2. You must pay the full premium even if you sell the vehicle or dispose of it in another way (unless Section Cancellation applies), even if this policy is paid in instalments by Direct Debit or Credit Card. 3. You may choose to pay your premium in three or four instalments. No interest will be charged if you choose to pay by instalments. If you elect to pay by three instalments, the instalments must be paid on the first three consecutive months of the policy. If you choose to pay by four instalments, the instalments must be paid on the first four consecutive months of the policy. 4. Your instalment option will be agreed with you at the start of your policy. 5. You must pay each instalment of premium on or before the date it is due, otherwise you will lose all cover. We will cancel this policy from the day any unpaid instalment of premium was due. 6. This is a renewable policy with reviewable premiums. This means that your premium may change at your next renewal date. When reviewing your premiums, we will only consider any future impact of one or more of the following: (a) changes due to new information arising from our own experience suggesting that our future claims experience is likely to be better or worse than previously assumed. This information includes changes to the number of claims we expect to pay or changes to the average expected amount paid per claim; (b) changes due to new information arising from external sources such as general industry, population or reinsurer experience suggesting that our future claims experience is likely to be better or worse than previously assumed. This includes information on general labour and repair rates and vehicle reliability. (c) relevant changes to our previous assumptions in relation to: 1. expenses related to providing the insurance; 2. policy lapse rates which means the average time policies are held; 3. interest rates; 4. tax rates; 5. the cost of any legal or regulatory requirements. 7. Any changes to your premium we make will not: (a) be made as a result of any reason other than changes in the assumptions mentioned above; (b) be based on whether you have made a claim; or (c) be made to recover any previous losses. 8. We will review your renewal and you will be given at least 30 days written notice, at your last known address, of any alteration to the premium rates under this policy unless the change is due to legislative, tax or regulatory requirements. If your premium is changed due to legislative, tax or regulatory requirements which are outside our control, then we may not be able to give you 30 days notice. 9. As a result of the premium review, your premium may go up, stay the same or go down, and there is no limit to the amount of any change. 10. If we change your premium and you do not wish to continue your cover you should contact us to discuss your options. Alternatively you can cancel as set out in the Section Cancellation" Your right to cancel. 17

18 Policy terms & conditions 1. We may vary or waive the terms and conditions of this policy to reflect changes in the assumptions set out in Section "Premiums" 6 (c) which we use to design and price your cover. Such changes may have the effect of increasing or reducing the cover previously provided under this policy. 2. When changing your terms and conditions we will only consider any future impact of changes in one or more assumptions due to the reasons set out in Section "Premiums" 6 (c). 3. In addition, we may also vary or waive your terms and conditions to: (a) improve your cover; (b) comply with any applicable laws or regulations; (c) reflect any changes to taxation; (d) correct any typographical or formatting errors that may occur. 4. You will be given at least 30 days written notice to your last known address of any alteration to the terms and conditions of cover under this policy unless the change is due to legislative, tax or regulatory requirements. If your cover is changed due to legislative, tax or regulatory changes which are outside our control, then we may not be able to give you 30 days notice. 5. Any changes to your terms and conditions we make will not: (a) be made as a result of any reason other than changes in the assumptions mentioned in Section "Premiums" 6 (c) or for the reasons rset out in this Section Policy terms and conditions 3 above; (b) be based on whether you have made a claim; or (c) be made to recover any previous losses. 6. If we vary or waive your terms and conditions and you do not wish to continue your cover you should contact us to discuss your options. Depending on the type of policy you have, you may be able to change your monthly benefit or change your type of cover. Alternatively you can cancel as set out in Cancellation Your right to cancel Section. 18

19 Cancellation Your right to cancel If after buying your policy and having read the terms and conditions in full you decide it no longer suits your needs, you may cancel it at any time. We would like to make you aware of different circumstances that could affect the amount of premium returned to you. If you cancel the policy within the first 14 days of receiving your policy documents (known as the cooling off period )you will receive a full refund of any premium you have paid. If you want to cancel your policy outside of the 14 day cooling off period, then you may also be entitled to a refund of your premium. Refund of Premium Any refund you are entitled to is based upon a pro rata calculation. This means we will refund an equal amount of premium for each day from the day you asked us to cancel your policy up to the original policy expiry date. For example: If you cancel a 12 month policy after 100 days we would refund the remaining 265 days of the original 365 days of the policy. IMPORTANT The Premium you have paid for your policy is detailed in the Policy Schedule included in this document. Where you have purchased cover for future years, the premium amount for each additional year is shown separately. A pro-rata refund will be calculated for the current policy year, providing no successful claim has been made during that year. No refund will be due for a policy year where there has been a successful claim. A full refund of premium for any future years will be made. A cancellations charge of 50 will be deducted from any refund. You may cancel your policy either by phoning, ing or writing to the administrator: Address: Warranty Direct Limited Floor 4, Fountain House 2 Queens Walk, Reading Berkshire, RG1 7QF Telephone number: cancellations2@warrantydirect.co.uk Our right to cancel 1. If we decide to cancel the policy we will only do this at an annual renewal date of your cover and we will give you at least 90 days prior written warning to allow you time to find replacement cover. 2. We may cancel your policy immediately: (a)where you deliberately tell us something which is untrue or misleading in response to any question we ask you when you take out cover, or apply to vary your cover under this policy (or we can demonstrate from the relevant circumstances that you did not take reasonable care to ensure the statements you made to us were true); (b)where you unintentionally tell us something which is untrue or misleading in response to any question we ask you when you take out cover or apply to vary your cover under this policy which, if correctly answered, would have caused us to decline you for cover; (c)where there is evidence of dishonesty or deceitful behaviour by you (or by someone acting on your behalf) in relation to the cover provided under this policy (see section 12); or (d)where necessary to comply with any applicable laws or regulations. If we cancel your cover as a result of this Section Our right to cancel 2 (d), we will return any premiums you have paid on a pro-rata basis providing you have not made a successful claim. 3. Any decision to cancel cover will not be made at an individual level and will not be based on whether you have made a successful claim, except where Our right to cancel 2 (a), (b)or (c)applies. 4. Cancellation of your policy will not affect your entitlement to claim for any event occurring before the date of cancellation, except where Section Our right to cancel 2 (a), (b)or (c)applies. 19

20 General conditions The cover under this policy applies only if the following conditions are met. 1. Servicing & Maintenance You must look after the vehicle in line with the manufacturer s servicing handbook, and have it serviced by a VAT registered garage within 30 days or 1000 miles (whichever is sooner) of the recommended service interval and ensure that the manufacturer s recommended type, grade and quality of engine oil is used. To prove this you should make sure the garage fills in and stamps the handbook. You should also keep all service invoices (which you must ensure detail the exact oil specification used) as you must verify that correct servicing has been completed when you make a claim. You should also ensure that the camshaft drive belt is changed in line with manufacturer s recommendations (documented proof of this will be required in the event of a claim for camshaft drive belt failure). If you have provided parts for the servicing of the vehicle, this will only be acceptable if there is proof of purchase of such parts. Your vehicle must have a valid MOT certificate at the time of a claim. 2. Claims procedure You must follow our correct claims procedure (see Section "How to claim") and a VAT registered garage must be used to make the repairs. If you do not, we may not pay your claim. 3. Repair authorisation You must get provisional authorisation and an authorisation number from us before any repairs are started. The claim will be reassessed again upon receipt of the necessary paperwork after the work has been completed. We use manufacturer s and ICME repair time guidelines which are used throughout the motor industry for all claims. These guidelines are not within our control and are subject to change. We may want to repair or recondition certain items if it is deemed appropriate. We reserve the right to require your repairer to use parts we source either new, reconditioned or service exchange parts and to supply such parts to your repairer directly. 4. Investigation costs You are responsible for giving the repairer permission to start any exploratory, investigation or dismantling work and for paying the costs involved if this work proves that we are not responsible for the fault. We will only pay for diagnostic or dismantling costs if they are part of a valid claim and included in the workshop labour time for the repair, providing this has been authorised with the administrator s Claims Department. 5. Engineers We have the right to instruct an independent engineer to inspect your vehicle before we authorise any claim. If we do this, we are not responsible for any loss arising from any possible delay. If you give the repairer permission to start the repairs without getting an authorisation number from us we may not pay your claim because we will not be able to have the vehicle inspected before it is repaired. 6. Improving the condition of the vehicle This condition, as detailed below, will apply unless Betterment Removal is confirmed on your policy schedule. If you make a valid claim, it is not our aim to put you in a better position than before the claim. So, when the insured vehicle is over 6 years old or has more than 60,000 recorded miles (whichever comes first), where parts are fitted to replace parts which have suffered a breakdown, and this results in your vehicle being in a better condition than it was before the breakdown, you must pay towards the cost of the parts. For vehicles older than 6 years or with more than 60,000 recorded miles, the following table shows the percentage of the parts cost we will pay depending on the vehicle s age or mileage at the time of the breakdown. We will always pay 100% of the labour charges, up to the maximum labour rate detailed in the policy schedule. The mileage limits shown above are the total miles from the date the vehicle was first registered. 20

21 General conditions 7. Returning the premium We cannot return any part of the premium if we have accepted a claim under the policy. If the vehicle is written off due to an accident or it is stolen and not recovered within three months, as long as we have not accepted a claim under the policy we will make a refund subject to the length of time on cover (see Section Cancellation ), less a cancellation charge of Transferring the policy If you sell the vehicle, you may transfer the policy to the new owner as long as you have paid the premium in full. You must pay a transfer fee of Duty to give us information If you do not give us the correct information when you make your proposal, the policy may not be valid and we may consider your application fraudulent. We may cancel the policy with effect from the start of your policy. 10. Fraud (a) If we make any claim payments as a result of dishonesty or deceitful behaviour by you (or someone acting on your behalf), then: (i) we may stop making further payments and may seek to recover from you any sums paid by us in respect of any dishonest claim; (ii) we may terminate the contract with effect from the time of the behaviour which may affect other claims; and (iii) if we terminate the contract, we may refuse to pay any claims occurring after the time of the dishonest claim. (b) If we terminate the contract under this section, we will not return any of the premiums paid by you. (c) These provisions will not affect any valid claim occurring before the dishonest claim. 11. English law This policy is governed by English law. Any legal proceedings will be held in the courts of England and Wales unless you live in Scotland or Northern Ireland, in which case you will be entitled to commence legal proceedings in your local courts. 12. Compensation We are covered by the Financial Services Compensation Scheme (FSCS). If we are unable to meet our liabilities to you, you may be entitled to compensation from the FSCS. Further information is available from their website Policy Period Your policy schedule details the period of insurance of this insurance policy. Notwithstanding this, all cover will cease if the vehicle reaches 130,000 miles or 13 years old, whichever is sooner. If your cover ceases during the year of your policy and as long as we have not accepted a claim under the policy, we will make a refund of the premium we have received up to the date cover ceases subject to the length of time on cover (see Section Cancellation ),less a cancellation charge of Salvage and Disposal We accept no liability for the disposal of your vehicle or any insured part, or salvage under any event. 15. Untrue or misleading information You must respond honestly to any request for information we make when you take out cover under this policy, or apply to amend your cover under this policy. In the event that any statement of fact you make is untrue or misleading, this may affect the validity of your policy, and whether you can make a claim. 16. Claim information sharing We have a regulatory obligation to prevent fraud. In the event of a claim, any information you have supplied relevant to this insurance and on the claim form, together with other information relating to the claim may be shared with other insurers in order to prevent fraudulent claims. 21

22 How to claim Prevent further damage do not continue to drive if your vehicle is faulty. You should do all you can to protect your vehicle from further damage. We will not pay for repairs that are necessary because you have not looked after your vehicle properly. 1. Telephone Warranty Direct's Claims Department on You must report a fault to Warranty Direct's Claims Department as soon as practicable and in any case within 7 days. NO REPAIRS ARE TO BE COMMENCED UNTIL THE COST HAS BEEN AGREED BY THE CLAIMS DEPARTMENT. ANY REPAIRS CARRIED OUT WITHOUT THE PRIOR AGREEMENT OF COSTS WILL NOT BE COVERED. Once you have spoken to Warranty Direct's Claims Department, they will tell you where your nearest network garage is. You can use a different garage if you prefer provided they are VAT registered, but if you use one of Warranty Direct's network of garages, we will be able to pay the repairer direct. This will speed up and simplify the claims process as you will not need to pay the garage and then claim the payment back from us. Also, you will not have to pay towards labour costs. If you use a garage that is not in Warranty Direct's network you must use a VAT registered garage and the highest amount we will pay for labour will be the network labour rate at the time of the claim unless you have paid an extra premium and we have agreed a higher rate (this will be shown in your policy schedule). 2. Documents Required If you make a claim, you will need to provide proof that you have had the vehicle serviced regularly and your latest MOT certificate. If you use one of Warranty Direct's network garages, they will be able to check these for you. If you prefer, you can take your vehicle to any other VAT registered garage. You must take with you the following documents: This policy booklet which includes the policy schedule Proof that youhave had the vehicle serviced regularly (last service invoice) and your latest MOT certificate The claim form with details of the breakdown completed as far as possible 3. The garage The garage will determine the cause of the breakdown and check that this policy covers the parts directly causing the breakdown. The garage will be responsible for telephoning Warranty Direct's Claims Department on to agree the cost of repair, or by putting a job request through to Warranty Direct using the 1Link Platform. The garage must include in their request to Warranty Direct a description, and the exact content of, any relevant fault or failure codes read from the vehicle s computerised systems. The garage will start the agreed repairs once youinstruct them to. Warranty Direct's Claims Department has the right to examine the vehicle and to ask an independent expert to assess the breakdown before the garage can start any repairs. Warranty Direct can take your vehicle to one of their approved garages to undertake the repair work if they feel this is appropriate. The garage must not start any repairs until Warranty Direct's Claims Department has agreed the cost and authorised the repair. 22

23 How to claim Should you decide to give permission to the repairer to commence work on your vehicle without authorisation from Warranty Direct's Claims Department, you do so in the knowledge that we reserve the right not to meet your claim due to the fact that you have denied Warranty Direct the opportunity to inspect your vehicle and the failure. 4. After the repair Once the repairs have been completed, we will pay the garage if it is one of Warranty Direct's network garages. If you use a different VAT registered garage, you must pay for the repair and claim the cost back from Warranty Direct. 5. Payment of Claim You should send Warranty Direct the completed claim form, paid invoice and any supporting documents (this may include your MOT certificate document and proof of regular services). We will pay your claim as promptly as possible once we have received your claim form as long as this has been completed correctly. Warranty Direct will then return your supporting documents to you. If youare VAT registered, youwill be responsible for paying the VAT on your claim. 23

24 Complaints procedure If you have a complaint about any of our services, please let us know so that we have the opportunity to investigate the problem and put things right. You should first send your complaint to: Customer Relations Department Warranty Direct Limited Floor 4, Fountain House 2 Queens Walk Reading, Berkshire RG1 7QF Alternatively, us at: complaints@warrantydirect.co.uk or call us on: If you are still not satisfied, we will tell you about our procedures and all relevant contact details during each stage of your complaint. Investigation A complaint handler will investigate your complaint. They will not have been directly involved in the issue you are complaining about. Communication 1. We will usually acknowledge your complaint in writing on the same day, but in any case within five working days. Our acknowledgement will also include the relevant complaint handler s details and a copy of our procedures. 2. If we need to ask you for more information, we will tell you why this is necessary. 3. We will return your telephone calls within two working days. 4. We will give you a clear written explanation for our action. If we need to pay any undisputed amount due under the policy, we will do this quickly and this will not affect your complaint. 5. If we need to take action to settle the problem, we will tell you what action we will take and keep you up to date with any developments. 6. Within eight weeks of receiving your complaint, we will send you: a final response; or a written response which will: (a) explain why we cannot yet settle your complaint and advise you when our experts are able to provide you with a final response; or (b) inform you that you may now refer your complaint to the Financial Ombudsman Service; and (c) provide you with a copy of the Financial Ombudsman Service standard explanatory leaflet. 7. When we issue our final response, we will give you written details of the next stage of our complaints procedure, including information about referring your complaint to the Financial Ombudsman Service or to the Motor Industry Codes Advisory and Conciliation Service (Motor Codes). Financial Ombudsman Service, Exchange Tower, London E14 9SR call or ; complaint.info@financial-ombudsman.org.uk; Motor Codes, PO Box 44755, London, SW1X 7WU; call ; enquiry form ; consumer@motorcodes.co.uk 24

25 Data protection Data Protection Act 1998 For the purposes of the Data Protection Act 1998, the joint Data Controllers in relation to any personal information you supply are Warranty Direct and the insurer. Insurance Administration The personal data you supply may be used for the purposes of insurance administration by the Data Controllers named above, their associated companies and/or agents. Your personal data may be disclosed to regulatory bodies for the purposes of monitoring and/or enforcing compliance with any regulatory rules/codes. Your personal data may also be used to prevent crime. The Data Controllers will ensure that your personal data is kept secure and used only for the purpose of providing insurance, handling claims and letting you know about other products which we think will be of interest to you. This may mean passing the information to third parties. On payment of the appropriate fee, you have the right to access and if necessary rectify information held about you (this is known as a Subject Access Request). To exercise these rights, please contact: Data Protection Officer Warranty Direct Limited Floor 4, Fountain House 2 Queens Walk Reading, Berkshire RG1 7QF Alternatively, Warranty Direct at: dataprotectionofficer@warrantydirect.co.uk or call Warranty Direct on: In assessing any claims made, the Data Controllers or their associated companies or agents, may undertake checks against publicly available information about you (such as electoral roll, county court judgements, bankruptcy or repossessions). This information may also be shared with other insurers to help in the prevention of fraud. When your insurance ends, the Data Controllers will destroy or erase all information held about you (including information held on their systems) as soon as reasonably possible and instruct their associated companies and agents to do the same. 25

26 Policy summary This policy summary does not contain the full terms and conditions of the contract. Full terms and conditions are set out in the policy document. The Insurer of this Policy The insurer of this policy is Pinnacle Insurance plc. Pinnacle Insurance plc is authorised by the Prudential Regulation Authority and regulated by the Financial Conduct Authority and the Prudential Regulation Authority. Type of Insurance and Cover This insurance policy pays towards the cost of repairing a vehicle following breakdown of an insured part. A list of insured parts is attached. Significant Features and Benefits 1. Parts and labour cover 2. Car hire 3. Overnight hotel accommodation 4. Emergency travel within the United Kingdom Significant Requirement You will be eligible if, at the start date, you are at least 18 years of age and are permanently resident in the UK (excluding the Channel Islands and the Isle of Man). A vehicle can only be insured if: at the start date its age and/or mileage does not exceed those shown below unless agreed by us prior to purchase and shown in your schedule: ExtraCare 12 Months it has been serviced within the 12 months prior to the start date or been serviced to the manufacturers guidelines. It must have a valid MOT where required by law; it is not used for hire or reward, as a taxi, by a driving school or for commercial delivery purposes such as dispatch or delivery courier; it is not owned, temporarily or permanently, by a business set up to sell or service motor vehicles; and no modifications and/or alterations has been made to the manufacturer s original specification. After the policy has been taken out it must be serviced according to the manufacturer s requirements by a VAT registered garage. Significant Exclusions and Limitations 1. Any item not specifically mentioned as covered or defects due to the poor maintenance of the vehicle. Please refer to Section "Covered and not covered parts" and if in any doubt contact our claims department for advice. 2. We will not pay for breakdown of any insured part within the first ninety days of your policy starting (unless it is a renewal) where the breakdown of that part is caused primarily or in whole by wear and tear. 3. The policy does not cover any pre-existing faults. 4. We will not pay for repairing or replacing parts which have not suffered a breakdown. 5. The policy will pay the full cost of repairs up to the claims limit shown on your policy schedule. When the vehicle is more than 6 years old or its recorded mileage is over 60,000 miles, a contributionto the cost of the parts will be required. 6. You will be required to pay the amount of excess shown in the schedule for each claim. If you require more information about these, or other exclusions and limitations, you should read the policy document, particularly the Sections headed What is insured, What is not insured and General Conditions. Please ensure you read these carefully and familiarise yourself with them. 26

27 Policy summary (continued) Premiums Your instalment option will be agreed with you at the start of your policy. Please refer to the Section 'Premiums' of your policy document. The amount you pay for cover may change during the time you have this policy. This may be because of changes to our expected future costs. We will only change your premium for this reason where there is a change to the specific factors we have set out in your policy, and that change results in our expected future costs being higher or lower than assumed when the premium was set. This may include changes to our expected future claims costs due to changes in general labour and repair rates and product reliability. This is a renewable policy with reviewable premiums. This means that your premium may change at your next renewal date. You will be given at least 30 days written notice of any alteration to the premium rates under this policy unless the change is due to legislative, tax or regulatory requirements. As a result of the premium review, your premium may go up, stay the same or go down, and there is no limit to the amount of any change. If a review results in an increase to your premium and you do not wish to pay the increase you can contact us to discuss your options or cancel. Terms and conditions We may vary or waive the terms and conditions of this policy. This may be to: vary the cover provided under this policy because of changes to our expected future costs. We will only change your terms and conditions for this reason where there is a change to the specific factors we have set out in Premiums Section of your policy, and that change results in our expected future costs being higher or lower than assumed when the premium was set. This may include changes to our expected future claims costs due to changes in general labour and repair rates and product reliability; improve your cover; comply with any applicable laws or regulations; or correct any typographical or formatting errors that may occur. You will be given at least 30 days written notice of any alteration to the terms and conditions of cover under this policy unless the change is due to legislative, tax or regulatory requirements. Such changes may have the effect of increasing or reducing the cover previously provided under this policy. If you do not wish to continue your cover you can contact us to discuss your options or cancel. Cancellation Your right to cancel If, having purchased a vehicle breakdown insurance policy from us, you decide that you do not want the policy after all, simply contact us within 14 days from receipt of your policy document and, subject to there not having been a successful claim, we will cancel all cover. We will give a full refund of any premium you have already paid within this period. If you decide to cancel after this period, a refund will be provided subject to the length of time on cover and a 50 cancellation fee (see Section Cancellation of your policy document). Our right to cancel We may cancel your insurance cover immediately where there is evidence of dishonesty or deceitful behaviour by you (or by someone acting on your behalf) or where you have misrepresented or when asked failed to disclose something at the time of application which would have caused us to decline you for cover. Duration of Insurance Your cover can last for up to three years (depending upon the period of cover you purchased and also subject to earlier termination or your 14 day right to cancel). Your policy schedule will detail the period of insurance. Notwithstanding this, all cover will cease if the vehicle reaches 130,000 miles or 13 years old, whichever is sooner. How to Claim If you need to make a claim, please telephone the administrator s Claims Department on Complaints Procedure If you have a problem with the service you receive, you can write to the Customer Relations Department, Warranty Direct Limited, Floor 4, Fountain House, 2 Queens Walk, Reading RG1 7QF or telephone If we cannot resolve your complaint to your satisfaction you may be entitled to complain to the Financial Ombudsman Service or the Motor Industry Codes Advisory and Conciliation Service (Motor Codes). Compensation We are covered by the Financial Services Compensation Scheme (FSCS). If we are unable to meet our liabilities to you, you may be entitled to compensation from the FSCS. Further information is available from their website

28 Initial disclosure document Warranty Direct Limited, Quadrant House 20 Broad Street Mall, Reading RG1 7QE 1. The Financial Conduct Authority (FCA) The FCA is the independent watchdog that regulates financial services. Use this information to decide if our services are right for you. 4. What will you have to pay us for our services? A fee. No fee. You will receive a quotation which will tell you about any other fees relating to any particular insurance policy. 7. What to do if you have a complaint? If you wish to register a complaint, please contact us: in writing Write to Warranty Direct Limited, Floor 4 Fountain House, 2 Queens Walk Reading, Berkshire, RG1 7QF 2. Whose products do we offer? We offer products from a range of insurers. We only offer products from a limited number of insurers. 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 to you after we have assessed your needs. You will not receive advice or a recommendation from us. 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. 5. Who regulates us? Warranty Direct Limited is authorised and regulated by the Financial Conduct Authority. Our FCA Register Number is Our permitted business is arranging general insurance contracts. You can check this on the FCA s Register by visiting the FCA s website or by contacting the FCA on Ownership Cardif Pinnacle Insurance Holdings plc owns 100% of 'Warranty Direct's' share capital. by phone Telephone If you cannot settle your complaint with us, you may be entitled to refer it to the Financial Ombudsman Service. 8. Are we covered by the Financial Services Compensation Scheme (FSCS)? We are covered by the Financial Services Compensation Scheme (FSCS). If we are unable to meet our liabilities to you, you may be entitled to compensation from the FSCS. Further information is available from their website

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30 Please send your completed claim form and relevant documents to: or Claims Department Warranty Direct Limited Floor 4, Fountain House 2 Queens Walk Reading, Berkshire RG1 7QF Have you attached the following: -The receipted invoice from the garage -This claim form fully completed -Proof of servicing and a copy of the MOT certificate -Receipted invoices for recovery, car hire and hotel accommodation (if applicable) Upon receipt of the required documents, your claim will be processed as quickly as possible.

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