Accidental Damage Protection or Accidental Damage with Theft Protection Cover Conditions These terms, together with your insurance policy schedule set out your insurance cover. This is a contract of insurance between you, the purchaser named on the Certificate of Insurance, and London General Insurance Company Limited (the insurer/we/us/our ). Dell Products (Dell) has been appointed to sell and administer the policy on behalf of the insurer. This document gives details of two levels of Insurance - Accidental Damage Protection and Accidental Damage with Theft Protection. Your insurance policy schedule and Dell s invoice to you will show if you have purchased: 1. Only Accidental Damage Protection; or 2. Accidental Damage with Theft Protection When determining whether this cover is suitable for you, you should consider whether you have any other policies of insurance that offer the same cover as this policy. Please note that having insurance cover does not mean that you should not take care of your insured product. Customers with additional requirements This document and all our literature is available in large print, audio and Braille - we will be happy to supply you with a copy on written request or you can call the administrator on 0330 100 3400 or text telephone 0330 100 3330 to request a copy. 1. SCOPE OF COVER You are eligible to take out protection if: - The insured product is a Dell branded product; and - At the date of purchase you are 18 years old or over; and - The insured product is a hardware or mobility product e.g tablet. Where you purchased the insured product on a date prior to taking out this insurance, to the best of your knowledge and belief, the insured product was not damaged in any way at the time you purchased this insurance. Please note: We reserve the right to conduct an on-site inspection of the insured product to confirm that it is in normal operating condition. Any service necessary to return the insured product to normal operating condition at the beginning of the coverage period in order to allow the Product to become eligible for cover is your responsibility. If upon inspection from our technicians, we determine that damage to the insured product occurred before the policy was purchased, the validity of your policy may be affected. Claims on the covered Product cannot be presented until 30 days after the date of first purchasing this cover, as indicated on Your Invoice or other order confirmation. This 30 day exclusion does not apply if you purchased this cover at the same time as the insured product or if the contract is an extension to an existing Accidental Damage contract.
2. DURATION Cover will start from the date you purchase the insurance or the date you receive your insured product, whichever is the later. Cover will end on the earliest of the following: - The date your policy is cancelled; or - The end date as shown on your insurance policy schedule If you have purchased Accidental Damage with Theft Protection, your theft cover will end following a successful theft claim and the issue of a replacement item. Cover for accidental damage would continue until expiry. 3. THE COVER YOU RECEIVE 3a. Accidental Damage Risk Your insured product is covered against Accidental damage Accidental damage is damage resulting from an unforeseen and sudden incident, which is accidental in nature. Claims for accidental damage cover hardware only. In the first instance we will attempt to repair the product where possible and economical. If we are unable to do so we will replace it with a product of the same or similar specification. Facts about repairs 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. We may appoint an affiliated company or a third party to complete repairs on the insured product. Facts about replacements The replacement product will be of the same or similar specification as the insured product. The replacement product will be determined by Dell. The replacement may contain original or refurbished parts from the original manufacturer, or a different one. When presenting a claim under Accidental Damage, you must allow Dell on behalf of LGI to assess the product. Dell s technical support agent will inform you of the options available to you to ship your product to Dell for assessment and repair. As long as you follow Dell s directions, Dell on behalf of LGI will pay all shipping charges for return of the product to Dell s service facility. In some instances, Dell may make other evaluation and repair methods available to you as part of the coverage. Cover outside the Territory Repair or replacement under this policy will be delivered to the site(s) indicated on your invoice. Response levels, technical support hours and onsite response times will vary by geography and certain options may not be available in your location. Claims outside of the country in which you purchased the cover may
not be available to all customers. The obligation to repair or replace a relocated insured product is subject to local service availability and may be subject to additional fees as well as inspection and recertification of the relocated insured product at then current time and materials consulting rates. In addition, out of country support will not include any whole unit replacements.. For additional information please contact Dell who will be acting on behalf of LGI and whose details can be found on your invoice or on the local Dell website. For telephone support requests, contact your Dell support centre to speak to a Dell Technical Support Analyst. Regional telephone numbers can be found at www.dell.com/prosupport/regionalcontacts. 3b. Theft (only applicable where you have chosen to purchase an Accidental Damage and Theft policy) Risk Your insured product is covered against If your insured product is stolen we will replace it with a product of the same or similar specification: Theft If an equivalent specification replacement is no longer available then we will provide a cash reimbursement up to the original purchase price of your insured product. Facts about replacements The replacement product will be determined by Dell on behalf of LGI. The replacement may contain original or refurbished parts from the original manufacturer, or a different one. Worldwide Cover This policy provides protection from theft regardless of where in the world it is stolen. However, we will only send replacement products to the address indicated on your invoice. 4. WHAT YOU ARE NOT COVERED FOR 4a Accidental Damage Exclusion One valid claim for Accidental damage per product per 12 month period commencing from the start of the service. Failure to follow instructions provided with the product. For any product covered under this Agreement, Accidental damage protection is limited to one valid claim per product per 12 month period commencing from the start date of your insurance. Once the specified limit is reached, the cost of repair for any additional claims will be charged accordingly at Dell s then current time and materials consulting rates. This policy does not cover accidental damage caused by the failure to follow instructions provided with the product or use of the product in an incorrect environment.
Consumable items and peripheral devices or products sold or supplied with your insured product Computer software This policy does not cover peripheral devices or any items classified as accessories or consumables and not built in or on the base unit. Examples of these are docking stations, batteries that are out of warranty, external modems, external keyboards for notebooks, monitors, external mouse for notebooks, cases, light bulbs, memory devices, external speakers or any other parts/components requiring regular user maintenance and any other computer components not integral to the insured product. We will not cover any pre-loaded or purchased computer software, stored data or virus prevention/detection or external accessories and including without limitation custom factory integration items. This includes but is not limited to where you have not backed up data or have not provided disks to allow operating systems to be reinstalled. This policy does not provide any data recovery services however if the hard drive is replaced within your accidental damage claim, the current version (at the time of the claim) of major application and operation software you originally purchased from Dell will be reloaded at no cost to you. We are not, however obligated to ensure that any installed Custom Factory Integration applications will be compatible with the replacement Product. Cosmetic Damage Where the product has been repaired by someone not authorised by us This policy will not cover any damage that does not impair the function or performance of the insured product. For example, we will not cover you for reasonable wear and tear, scratches or dents or similar where your product still works as expected We will not be able to cover you where the product has been repaired by someone other than a suitable contractor appointed by us. Loss or Theft (Unless Theft Protection has also been purchased as indicated on Your Schedule - See Theft Protection Cover). Fire Not taking care of your insured product We will not provide cover if your insured product is lost or stolen. To receive repair or replacement of a Product, you must return the damaged insured product to us in its entirety. Damage to the product caused by fire. We will not be able to provide cover when the product is intentionally damaged or damaged by misuse or abuse of the Product. You must take care of your insured product otherwise we may not accept your claim. There are simple things you can do to ensure you are taking care of your insured product. We will always take into account the situation when the accidental damage occurred when assessing your claim. Below are examples of where we will
not cover claims: 1. You give your insured product to someone other than someone you know well and trust. 2. You or anyone else deliberately damages your insured product. 3. You leave your insured product in an incorrect environment for example left on top of balcony railings. These are examples to assist you in understanding what would not be covered, these are not the only reasons a claim would be rejected. Other costs or losses This policy does not cover any other loss or costs other than the cost of repairing or replacing your insured product. This includes any recovery or transfer of data stored on the insured product. 4b Theft Exclusions More than one valid claim Not taking care of your insured product This cover is limited to one valid theft claim during the term of the policy. You must take care of your insured product otherwise we may not accept your claim. There are simple things you can do to ensure you are taking care of your insured product like locking it away or concealing it somewhere safe. We will always take into account the situation when the theft occurred when assessing your claim. Below are examples of where we will not cover theft: You leave your insured product unattended on display in your car, or in a restaurant You give your insured product to someone else to look after or use. The replacement of software Theft of consumable items or accessories Loss Other costs or losses This policy does not cover the cost of replacing software. However, the current version (at the time of the claim) of major application and operation software you originally purchased from Dell will be loaded on to or supplied with any product replaced under this theft cover at no charge to you. This policy covers the theft of the insured product only and will not provide for the replacement of accessories or consumable parts that are stolen with the insured product, This policy does not provide cover where the insured product has been lost or misplaced. This policy does not cover any other loss or costs other than the cost of or replacing your insured product.
5. ACCIDENTAL DAMAGE CLAIMS PROCESS If you need to make a claim then follow these simple steps: - Please keep the insured product as it may need to be inspected by one of Dell s repairers before we will be able to accept your claim. - Take a note of your insured product s Service Tag number. You can locate this on the back or underside of your insured product, on your Dell invoice and on the front of your insurance policy schedule. Step Step One Step Two Call the Accidental Damage Protection Claims Department on +353 1850 543 543. If you have any difficulties with the phone number provided please go to www.dell.com/prosupport/regionalcontacts for the most currently available phone numbers or email customer service at EMEA_AccidentalDamage@Dell.com. The hours of support shall not include regular recognised public holidays applicable to the country where service is to be carried out. You will be asked for the insured product s Service Tag number. Once your policy has been verified you will be asked a series of questions to assess the cause and extent of damage to the insured product. These diagnostic and troubleshooting steps may require more than one call or an extended session, and you may be asked to access the inside of your insured product where safe to do so. Step Three Upon acceptance of your claim, Dell on behalf of LGI, will either arrange for a replacement part to be sent to you to install on the insured product or advise you what process to follow for the product to be returned to repair centre. You must return the insured product in its entirety or the parts of the insured product as instructed by Dell. 6. THEFT PROTECTION CLAIMS PROCESS - Before contacting us, you should report the incident to the Police or relevant local authorities as soon as possible after the event and obtain a crime reference number. - When reporting the theft to the police or local authority, you will need to provide: - Details of the stolen insured product, including make, model and Service Tag number which you can locate on the back or underside of your insured product, on your Dell invoice and on the front of your Schedule document. - Detailed circumstances of the Theft - If you cannot obtain a reference number, please let us know.
Step Step One You should report the claim to us as soon as you can and within 28 days. If you do not report your claim within these timescales, we will still investigate your claim, however it may make it more difficult for to investigate, repair and settle your claim. You can access our online claims service at: www.adptheftclaim.com Claiming online ensures that your claim will be processed in the shortest possible time. You will need to provide the Service Tag/policy number of the insured product, as detailed on your Schedule, and to complete and submit the online claims form. Full details of how to claim are given online. Alternatively, you can call the Theft Protection Claims Department on +353 (0)1 411 8918 A full list of Theft Protection Claims contacts is located at http://www.adptheftclaim.com Step Two If you call, an assessor will request certain information in order to verify your purchase of Theft Protection Insurance, and you will be advised how to submit your claim and/or send a claim form for completion. To ensure your claim is processed in the shortest possible time it is advised that you return all documentation e.g. copy of scanned police report by email. Step Three If your claim is accepted, we will send you details of how to contact Dell on behalf of LGI to arrange for the replacement product to be sent to you. 7. POLICY CONDITIONS - You can register a change of address or make a request to transfer this policy by contacting Dell. - In the event of an insurance claim, any information that you provide to us may be put onto a Register of Claims through which insurers share information to prevent fraudulent claims. A list of participants and the name and address of the operator are available from us. - We may alter the terms of your policy by giving you 30 days notice in writing to your last known address. We will only alter the terms of your policy where there is a regulatory or legislative change required, or where we are responding to industry guidance and codes. Where your terms are altered you may cancel your insurance and receive a pro rata refund based on the number of unexpired months of cover remaining on your policy. - If your claim is rejected and you are unhappy with the decision, please follow the complaints process set out in Section 8. - This Cover is not a warranty. The Product you purchase from Dell will also come with a limited warranty from Dell or third party manufacturers of products Dell distribute. Please consult Dell s limited warranty statements for your rights and remedies under those limited warranties
8. CANCELLATION AND REFUND POLICY Your Cancellation Rights If you are a consumer: If for any reason you are not satisfied with the cover or find that it does not meet your requirements, you can cancel it by advising Dell within 14 days of the date you receive this policy and receive a full refund. If you have made a claim within the first 14 days you will be entitled to a refund of the premium paid less any costs for services provided. You may cancel the Policy at any other time after such 14 day period, (provided you have not made a claim within the policy term), and will receive a pro rata refund of the premium paid for the policy based on the number of full unexpired months of cover remaining. If you have purchased this policy for or on behalf of a commercial business you may cancel this policy at any time however no refund of premium will be due. To cancel your cover under this policy, please contact Dell: By telephone on: +353 1850 543 543 By email at: EMEA_AccidentalDamage@Dell.com Our Cancellation Rights We may cancel your policy at any time if we are no longer authorised to underwrite this policy. We will give you 30 days notice of cancellation in writing and you will be entitled to a pro rata refund of the premium paid for the policy based on the number of full unexpired months of cover remaining. We may cancel your policy if there has been a breach of section 12 Misinformation in which case no refund of premium would be due. 9. THE LAW Unless specifically agreed to the contrary prior to policy inception, this policy shall be subject to Irish Law. The EEA State for the purposes of this Policy is the Republic of Ireland. 10. ENQUIRIES AND COMPLAINTS It is our objective at all times to provide a first class service but there may be times when you feel that this has not been achieved. For complaints or enquiries relating to the selling, administration or Accidental Damage claims handling under this policy please contact Dell whose details can be found on your invoice or on the local Dell website. For complaints or enquiries relating to the Theft claims handling under this policy or related to the terms and condition of this policy please contact TWG Services Limited by email at customer.relations@thewarrantygroup.com, or write to the Claims Manager of TWG Services Limited, The Aspen Building, Floor 2, Vantage Point Business Village, Mitcheldean, Gloucestershire, GL17 0AF. TWG Services Limited handle enquiries and complaints on behalf of London General Insurance Company Limited.
If your complaint is not resolved to your satisfaction you may, within 6 months of a final decision, you may contact the Financial Services Ombudsman Bureau, 3 rd Floor, Lincoln House, Lincoln Place, Dublin 2 or by telephone 1890 88 20 90 or 01 662 0899. The Financial Services Ombudsman s Bureau has been set up by law to help settle individual disputes between consumers and financial firms. They can decide if we have acted wrongly and if you have lost out as a result. If this is the case they will tell us how to put things right and whether this involves compensation. Their service is independent and free of charge. The decision of the Financial Services Ombudsman is binding on both parties. The decision may be appealed to the High Court by either party. None of the above affects any right of action you may have. 11. MISINFORMATION When applying for insurance, or submitting a claim you or anyone acting on your behalf must take reasonable care to answer all questions honestly and to the best of your knowledge. Failure to do so may affect the validity of your policy or the payment of your claim. 12. COMPENSATION SCHEME London General Insurance Company Limited is covered by the Financial Services Compensation Scheme (FSCS). You may be entitled to compensation from the scheme if we cannot meet our liabilities. General insurance contracts are covered for 90% of the entire claim without any upper limit. You can get more information about the compensation scheme arrangements by contacting the FSCS by telephone on 0800 678 1100 or 020 7741 4100, or by writing to Financial Services Compensation Scheme, 10 th Floor, Beaufort House, 15 Botolph Street, London, EC3A 7QU. 13. STATUS DISCLOSURE This policy is underwritten by London General Insurance Company Limited, a private company limited by shares and incorporated in England, with a branch in the Republic of Ireland registered number C29542 whose registered head office is at Fitzwilliam Business Centre, 77 St John Rogerson s Quay, Dublin 2. London General Insurance Company Limited, trading as The Warranty Group, is authorised by the Prudential Regulation Authority and regulated by the Central Bank of Ireland for conduct of business rules. 14. DATA PROTECTION The insurer, Dell and other companies within the Dell group, together with their respective agents and subcontractors, may collect, use, hold, transfer and otherwise process personal data relating to you for the purpose of administering and underwriting your insurance cover, handling any claims, detecting and preventing fraud, complying with legal requirements, and marketing. Your personal data may be transferred to countries outside the EU for these purposes. Please note that telephone calls may be recorded for training and monitoring purposes. Reasonable and appropriate measures will be taken to ensure your personal data is held securely and used in accordance with this clause. You have a right to request a copy of the personal data held about you and to correct any inaccuracies in your data. You can make such request by contacting Dell at privacy@dell.com. If you want to request personal data held about you by the insurer, please contact the insurer directly customer.relations@thewarrantygroup.com