Extended Warranty and Roadside Assistance for Volkswagen customers Extended Warranty is arranged by Mondial UK. Volkswagen Roadside Assistance is provided by RAC. Extended Warranty This booklet contains three separate documents for warranty. The ‘Demands and Needs statement’ and the ‘About our insurance services’ documents both explain how the Extended Warranty policy has been sold to you. The ‘Policy wording’ provides the full terms, conditions and exclusions of the insurance policy for warranty. Roadside Assistance Section 5 ‘Volkswagen Roadside Assistance’ provides full terms, conditions and exclusions of the policy wording for roadside assistance. 2 Extended Warranty Contents Demands and Needs statement 4 3. Warranty policy cover 15 About our insurance services 4 3.1 Extended Comprehensive Warranty Policy wording 6 3.1.1 What is covered? 3.1.2 Claim payments 1. Introduction: Policy wording 6 3.1.3 Other entitlements 1.1 Definitions of words 3.2 Extended Named 1.2 Welcome Component Warranty 1.3 Important contact details 3.2.1 What is covered? 1.3.1 Warranty 3.2.2 What is not covered? 1.3.2 Change of address 3.2.3 Claim payments 1.4 Summary of cover 3.2.4 Other entitlements 2. Important information 10 3.3 Extended Driveline Warranty 2.1 Insurer 3.3.1 What is covered? 2.2 How your policy works 3.3.2 What is not covered? 2.3 Mileage limitation 3.3.3 Claim payments 2.4 Cancellation rights 3.3.4 Other entitlements 2.4.1 Your cancellation rights 3.4 Extended Comprehensive Warranty, 2.4.2 Our cancellation rights Extended Named Component 2.5 Policy excess Warranty and Extended Driveline 2.6 Servicing standards Warranty exclusions 2.6.1 Servicing requirements for 3.5 How to make a warranty claim your Volkswagen 3.5.1 Making a warranty claim when 2.6.2 Servicing requirements for your in the UK non-Volkswagen vehicle 3.5.2 Making a warranty claim when 2.7 Transfer of ownership in Continental Europe 2.8 Renewal 4. General terms and conditions 24 2.8.1 Renewal of your Extended 4.1 Telling us relevant facts Warranty annual policy 4.2 Providing information 2.8.2 Renewal of your Extended 4.3 Claims – your duties Warranty monthly policy 4.4 Claims – our rights 2.9 Data protection 4.5 Looking after your vehicle 2.10 FSCS 4.6 Fraud 2.11 Governing law 5. Volkswagen Roadside Assistance 25 2.12 Contracts (Rights of Third Parties) 6. Change of address and Act 1999 ownership form 48 2.13 Making a complaint Contents 3 Demands and Needs statement Extended Warranty is typically suitable for those who wish to insure themselves with respect to warranty for their vehicle for 12 months. You may already possess alternative insurance(s) for some or all of the features and benefits this type of policy provides. It is your responsibility to investigate this. Mondial Assistance (UK) Limited has not provided you with any recommendation or advice about whether this product fulfils your specific insurance requirements. About our insurance services about our insurance services PO Box 1051 Croydon CR9 1RE England Mondial Assistance (UK) Limited 1. The Financial Services Authority (FSA) The FSA is the independent watchdog that regulates financial services. Use this information to decide if our services are right for you. 2. Whose products do we offer? We offer products from a range of insurers. ✔ We only offer products from a limited number of insurers for motor warranty. Ask us for a list of insurers we offer insurance from. We only offer products from a single insurer. 3. Which service will we provide you with? We will advise and make a recommendation for you after we have assessed your needs for motor warranty. ✔ You will not receive advice or a recommendation from us for motor warranty. We may ask some questions to narrow down the selection of products that we will provide details on. You will then need to make your own choice about how to proceed. 4 Demands and Needs statement 4. What will you have to pay us for this service? A fee. ✔ No fee. You will receive a quotation which will tell you about any other fees relating to any particular insurance policy. 5. Who regulates us? Mondial Assistance (UK) Limited, trading as Volkswagen Approved Warranty Administration Services, 102 George Street, Croydon CR9 6HD is authorised and regulated by the Financial Services Authority. Our FSA Register number is 311909. Our permitted business is arranging motor warranty insurance. Mondial Assistance (UK) Limited also has permission to conduct the following business with regards to non-investment insurance contracts: • Arranging • Assisting in the administration and performance of a contract of insurance • Dealing as agent • Making arrangements with the view to transactions You can check this on the FSA’s Register by visiting the FSA’s website www.fsa.gov.uk/register/ or by contacting the FSA on 0845 606 1234. 6. What to do if you have a complaint If you wish to register a complaint, please contact us: … in writing Write to Customer Support, Volkswagen Approved Warranty Administration Services, Mondial House, 102 George Street, Croydon CR9 6HD. … by phone Telephone 0208 603 9853 … by e-mail firstname.lastname@example.org If you cannot settle your complaint with us, you may be entitled to refer it to the Financial Ombudsman Service for independent arbitration. 7. Are we covered by the Financial Services Compensation Scheme (FSCS)? For your added protection, the insurer is covered by the FSCS. You may be entitled to compensation from the scheme if the insurer cannot meet its obligations. This depends on the type of business and the circumstances of the claim. Insurance cover provides protection for 90% of the claim, with no upper limit. Further information about the compensation scheme arrangements is available from the FSCS, telephone number 020 7892 7300, or by visiting their website at www.fscs.org.uk About our insurance services 5 1. Introduction: Policy wording 1.1 Definition of words When the following words and phrases appear in this policy document or confirmation of cover letter, they have the specific meanings given below. These words are highlighted by the use of bold print. Area of cover Means UK and Continental Europe. Beneficiary, beneficiary’s, beneficiaries Means you or any other driver of the insured vehicle using the insured vehicle with your permission and any passenger of the insured vehicle at the moment a breakdown/ immobilisation occurs. Breakdown/immobilisation Means electrical or mechanical breakdown, road traffic accident, vehicle fire or theft, loss of keys, punctures or running out of fuel, causing the insured vehicle to be immobilised. Confirmation of cover letter Means the letter which was sent to you with this policy document. Continental Europe Austria, Belgium, Bulgaria, Cyprus (excluding North Cyprus), Czech Republic, Denmark, Estonia, Finland, France, Germany, Gibraltar, Greece, Hungary, Italy, Latvia, Liechtenstein, Lithuania, Luxembourg, Malta, Monaco, Netherlands, Norway, Poland, Portugal, Republic of Ireland, Romania, San Marino, Slovakia, Slovenia, Spain, Sweden, Switzerland and the Vatican City. Electrical or mechanical failure Means the sudden and unexpected failure of a component which is covered by the warranty section of this insurance and which needs immediate repair or replacement. Wear and tear or normal deterioration is not covered under the definition of electrical or mechanical failure. Insured vehicle Means the insured vehicle shown on the confirmation of cover letter, for which the appropriate insurance premium has been paid. 6 Policy wording Insurer AGA International SA. Maximum claim limit/claim limit For Extended Comprehensive Warranty and Extended Named Component Warranty this means up to the price you paid for the insured vehicle. Extended Driveline Warranty means up to a maximum of £5,000. All levels of cover include VAT per claim. Volkswagen Approved Warranty Administration Services, we, our, us Means Mondial Assistance (UK) Limited which administers the insurance on behalf of the insurer. Period of insurance Means the period shown on your confirmation of cover letter. Private individual Means a person who is using the insured vehicle for their own personal use and who is not a motor trader, garage, business or individual dealing in the buying and selling or repair of motor vehicles. UK Means England, Scotland, Wales, Northern Ireland, the Channel Islands and the Isle of Man. You, your, yours Means the private individual named on the confirmation of cover letter, or as replaced by any new owner correctly declared to us using the transfer of ownership form in this document and accepted by us. Policy wording 7 1.2 Welcome Thank you for taking out Extended Warranty with us. Extended Warranty has been designed to protect you against the costs incurred in the event of an electrical or mechanical failure of a covered component or breakdown/immobilisation of the insured vehicle occurring within the area of cover. Your confirmation of cover letter shows the sections of the policy that are applicable, the insured vehicle covered and any special terms or conditions that may apply. It is very important that you read all of the relevant sections of this policy together with the confirmation of cover letter and make sure that you understand what is covered, what is not covered and what to do if you need to make a warranty claim or require assistance. All the details of how to make a claim together with conditions of the policy are set out in the following pages. Please keep this policy book and your confirmation of cover letter in a safe place. 1.3 Important contact details 1.3.1 Warranty Should a problem arise, simply contact your nearest Volkswagen Authorised Retailer or Repairer and advise them that your insured vehicle is protected by Extended Warranty. The Volkswagen Retailer will handle any necessary claim on your behalf. Alternatively, please call Volkswagen Approved Warranty Administration Services Claims on 0845 641 9766. 1.3.2 Change of address If you need to update your contact details please call Volkswagen Approved Warranty Administration Services on 0845 641 9767. Alternatively, please complete the form on page 48 or e-mail us at Volkswagen_warranty_administration_services@mondial-assistance.co.uk 8 Policy wording 1.4 Summary of cover Section of cover Claim limit Excess Extended Warranty (your confirmation of cover letter details the policy sections that are applicable) Extended Comprehensive Purchase price of the insured Either £0, £100 or £250 as specified Warranty vehicle inclusive of VAT on the confirmation of cover letter Extended Named Component Purchase price of the insured Either £0, £100 or £250 as specified Warranty vehicle inclusive of VAT on the confirmation of cover letter Extended Driveline Warranty £5,000 per claim inclusive of VAT. Either £0, £100 or £250 as specified The total number of claims paid on the confirmation of cover letter cannot exceed £5,000 You should read the rest of this policy for the full terms and conditions. Policy wording 9 2. Important information 2.1 Insurer Your Assured Warranty insurance is underwritten by AGA International SA and is administered in the United Kingdom by Mondial Assistance (UK) Limited. 2.2 How your policy works Your policy and confirmation of cover letter is a contract between you and us. It is very important that you read the whole of this policy. We will pay for any claim you make which is covered by the policy and level of cover chosen that occurs during the period of insurance. Unless specifically mentioned, the benefits and exclusions within each section apply to the insured vehicle. Your policy does not cover all possible events and expenses. Certain words have a special meaning as shown in the section ‘Definition of words’. These words have been highlighted by the use of bold print throughout the policy document. 2.3 Mileage limitation The Extended Warranty has a mileage limitation of 100,000 miles at the start date for Extended Comprehensive Warranty, Extended Named Component Warranty and Extended Driveline Warranty cover. This policy remains in force for the period shown on your confirmation of cover letter irrespective of the vehicle’s mileage. 2.4 Cancellation rights 2.4.1 Your cancellation rights If this cover does not meet your requirements or should you decide to cancel this insurance policy for any reason within 14 days of receipt of the original documentation, you can obtain a full refund of the premium paid without charge. After this 14 day period you will be entitled to a pro-rata refund subject to no claims being paid under the policy, less an administration fee of £25. In either case, if you have asked us to perform or provide any of the services given under this policy we are entitled to recover all costs that you have used for the service provided. To obtain a refund please write to Volkswagen Approved Warranty Administration Services, PO Box 1051, Croydon CR9 1RE or telephone 0845 641 9767 or contact the selling agent. 10 Policy wording 2.4.2 Our cancellation rights If you have a monthly policy we reserve the right to cancel your cover at any time by providing you 30 days notice in writing to the last address you provided us with. 2.5 Policy excess Under the Extended Warranty section of your policy, you may have to pay an excess in relation to repair costs. This means that you will be responsible for paying the first part of any claim on the insured vehicle, for each claim incident. The amount you have to pay is the excess and this is shown on the confirmation of cover letter. 2.6 Servicing standards 2.6.1 Servicing requirements for your Volkswagen The continued validity of your insurance is dependent upon you having the insured vehicle serviced any Volkswagen Authorised Retailer or Repairer in accordance with the manufacturer’s specifications. We will allow a maximum of 1,000 miles or one calendar month (whichever occurs first) in excess of the recommended service intervals. Please ensure that the servicing Retailer completes the service record for the insured vehicle and that you keep all service receipts as proof of servicing. IMPORTANT: If you fail to have the insured vehicle serviced correctly in accordance with the manufacturer’s specifications during the period of insurance, or you are unable to produce proof of such servicing if we request it, then this will invalidate your insurance or we will not pay all or any part of a claim you make under the warranty section of this insurance. 2.6.2 Servicing requirements for your non-Volkswagen vehicle The continued validity of this insurance is dependent upon you having the insured vehicle serviced by an authorised dealer in accordance with the manufacturer’s specifications. We will allow a maximum of 1,000 miles or one calendar month (whichever occurs first) in excess of the recommended service intervals. Please ensure that the servicing dealer completes the service record for the insured vehicle and that you keep all service receipts as proof of servicing. Policy wording 11 IMPORTANT: If you fail to have the insured vehicle serviced correctly in accordance with the manufacturer’s specifications during the period of insurance, or you are unable to produce proof of such servicing if we request it, then this may invalidate this insurance or we will not pay all or any part of a claim you make. 2.7 Transfer of ownership If your insured vehicle is sold direct to a private individual, the remaining cover may be transferred to the new owner providing that the registration fee of £17.50 is paid. Cover will not be transferred until payment has been made. Please note that the form must be signed by the existing policyholder named on the confirmation of cover letter. As soon as possible after the date of sale, please complete the form at the back of this document, attach a cheque for the transfer fee of £17.50 and send it to: Volkswagen Approved Warranty Administration Services, PO Box 1051, Croydon CR9 1RE. Please make cheques payable to Volkswagen Approved Warranty Administration Services. N.B. The Extended Warranty is not transferable to any other vehicle other than that shown on the confirmation of cover letter. 2.8 Renewal 2.8.1 Renewal of your Extended Warranty annual policy If you have an annual policy we will send you a renewal notice prior to the expiry of the period of insurance as shown on your confirmation of cover letter. We may vary the terms of your cover and the premium rates at the renewal date. We will give you at least 21 days written notice before the renewal date should this happen. At renewal you must tell us about any relevant facts relating to your insured vehicle. These relevant facts will include but are not limited to, vehicle mileage and vehicle service history. Failure to do so will invalidate your Extended Warranty. 2.8.2 Renewal of your Extended Warranty monthly policy Unless your policy has been cancelled by us or you or has lapsed for any reason, each time you make a monthly payment when due your monthly policy will renew for a period of one month from when the payment is received by us. 12 Policy wording 2.9 Data protection Information about your policy may be shared between Volkswagen Group United Kingdom Limited Insurance, us and the insurer for underwriting and administration purposes. You should understand that the information you provide will be used by us, our representatives, the insurer, other insurers and industry governing bodies and regulators to process your insurance, handle claims and prevent fraud. This may involve transferring information to other countries (some of which may have limited or no data protection laws). We have taken steps to ensure your information is held securely. Your information may be used by us, the insurer and members of Allianz Global Assistance and shared with Volkswagen Group United Kingdom companies for marketing and research purposes or to inform you from time to time about new products or services. If you do not want to receive marketing information please write to Volkswagen Approved Warranty Administration Services, PO Box 1051, Croydon CR9 1RE. You have the right to access your personal records. 2.10 Financial Services Compensation Scheme (FSCS) For your added protection, the insurer is covered by the FSCS. You may be entitled to compensation from the scheme if the insurer cannot meet its obligations. This depends on the type of business and the circumstances of the claim. Insurance cover provides protection for 90% of the claim, with no upper limit. Further information about the compensation scheme arrangements is available from the FSCS, telephone number 020 7892 7300, or by visiting their website at www.fscs.org.uk 2.11 Governing law Unless you and we agree otherwise, English law will apply and all communications and documentation in relation to this insurance will be in English. In the event of a dispute hereunder, the English courts shall have exclusive jurisdiction. 2.12 Contracts (Rights of Third Parties) Act 1999 We, the insurer and you do not intend any term of this contract to be enforceable by any third party pursuant to the Contract (Rights of Third Parties) Act 1999. Policy wording 13 2.13 Making a complaint We aim to provide you with first class insurance cover and service. However, there may be times when you feel we have not done so. If this is the case, please tell us about it so that we can do our best to solve the problem. If you make a complaint your legal rights will not be affected. In the first instance, please contact: Customer Support, Volkswagen Approved Warranty Administration Services, PO Box 1051, Croydon CR9 1RE. Telephone: 020 8603 9853 E-mail: email@example.com Please supply us with your name, address, policy number/vehicle registration and claim number where applicable and enclose copies of relevant correspondence as this will help us to deal with your complaint in the shortest possible time. If you are not satisfied with our final response you can refer the matter to the Financial Ombudsman Service for independent arbitration. 14 Policy wording 3. Warranty policy cover 3.1 Extended Comprehensive Warranty • Under 100,000 miles at the date of purchase. 3.1.1 What is covered? You are covered for the costs (limited to parts and labour inclusive of VAT up to the maximum claim limit) of repairing or replacing factory-fitted components that have suffered a sudden electrical or mechanical failure occurring within the area of cover and during the period of insurance. Replacement parts and labour will be paid for with the following exceptions: • Any failure attributable to the effects of overheating is not regarded as a mechanical failure under the terms of this insurance • General oil leaks (except where the removal of the engine or gearbox is necessary in order to rectify the oil leak) • Bodywork of any kind, sheet metal, body panels, bodywork or glass sealants or bondings, paintwork, glass and mirrors (including heated), upholstery, carpets, trim, all weather strips and seals, channels and guides, locks, hinges, handles, check straps and cosmetic items • Parts not approved by or equivalent in quality or design to parts supplied by Volkswagen or the vehicle manufacturer • Parts replaced under normal maintenance procedures or replaced as a result of normal wear and tear, adjustments • Normal service replacement items subject to routine maintenance or periodic repair/replacement and other components, which are excluded are as follows: – Aerial and co-axle leads – Air cleaners – Auxiliary belts – Batteries – Bonnet, boot and fuel flap release cables – Coolant pipes, hoses, hose clips and connectors – Core plugs – Distributor caps – Drive shaft and steering rack gaiters – DPF filters – Electrical wiring, connection blocks, terminals and fuse – Exhaust systems (although catalytic converters are covered for internal failure only) – Fuel filters – HT leads – Light bulbs Policy wording 15 – Non-Volkswagen original parts (or equivalent in respect of other makes) that are not of a matching quality to Volkswagen original parts (or equivalent) – Oil filters and gaskets – Parts requiring decarbonisation, burnt or pitted valves and valve seats – Pollen filters – Rotor arms – Spark plugs – Sunroof cables, convertible roof material and straps – Tyres – Wheels – Wiper blades, arms, washer jets and hoses – Worn brake friction material and discs/drums – Worn clutch pressure plates, bearings and frictional material 3.1.2 Claim payments We will pay any number of claims inclusive of VAT up to the maximum claim limit. We will not pay more than the manufacturer’s list price for parts and official labour times/costs which are necessary to repair or replace covered components. 3.1.3 Other entitlements Driving abroad The warranty is valid for up to 60 days per annum (pro rata) for driving in Continental Europe. Volkswagen Approved Warranty Administration Services will not pay more than the equivalent UK cost for parts and labour. N.B. These benefits will not be provided if the failure is not covered by this warranty. Payments will be limited to those levels outlined. 3.2 Extended Named Component Warranty • Under 100,000 miles at date of purchase 3.2.1 What is covered? You are covered for the costs (limited to parts and labour inclusive of VAT up to the maximum claim limit) of repairing or replacing factory-fitted components that have suffered electrical or mechanical failure occurring within the area of cover and during the period of insurance. 16 Policy wording Engine All internal parts; turbocharger; supercharger; all solid-state sensors and control units (including immobiliser ECU) of the engine management system including supply relays; valves (excluding decarbonisation, burnt or pitted valves and valve seats); ignition switch; petrol or diesel injection and lift pumps; fuel injectors and pipes; starter motor; starter motor relay; alternator; water pump; thermostat; engine mountings; excluding worn parts. Timing belts Timing belts and tensioners are covered providing that the last due change has taken place as specified by the manufacturer’s schedule (proof required). Damage subsequently caused if timing belt has not been changed as specified by the manufacturer is specifically excluded. Gearbox (automatic or manual) All internal parts, gear selection linkages and ECUs; automatic selection switchgear; reverse light switch; excluding worn parts. Clutch Clutch cover; centre plate; release bearing; cable and adjuster; pedal; solenoid; switch; excluding worn parts. Suspension All parts including self-levelling system; wheel bearings; switch gear; ECU and relay; hydraulic pumps and valves; excluding worn parts. Steering system All parts including from the steering wheel to the track rod ends, rear wheel steering (if fitted), PAS system (excludes drive belt); solid-state sensors and relays; excluding worn parts and gaiters. Braking system All parts including ABS system components; stop light switch; relays; discs; drums; cylinders and gaiters; pipes and hoses; excluding worn parts. Drive-line components All parts including four wheel drive system; propeller or drive shafts and centre bearing; differential and transfer box internal components; switchgear; ECU and relay; excluding worn parts and gaiters. 3.2.2 What is not covered? Any item not listed above is not covered. Claims for mechanical or electrical failure of covered parts due to wear and tear will be declined. All electrical wiring, connection blocks, terminals and fuses are excluded. 3.2.3 Claim payments We will pay any number of claims inclusive of VAT up to the maximum claim limit. We will not pay more than the manufacturer’s list price for parts and official labour times/costs which are necessary to repair or replace covered components. Policy wording 17 3.2.4 Other entitlements Driving abroad The warranty is valid for up to 60 days per annum (pro rata) for driving in Continental Europe. Volkswagen Approved Warranty Administration Services will not pay more than the equivalent UK cost for parts and labour. N.B. These benefits will not be provided if the failure is not covered by this warranty. Payments will be limited to those levels outlined. 3.3 Extended Driveline Warranty • The maximum claims liability covered by the Extended Driveline Warranty Cover is £5,000, inclusive of VAT. 3.3.1 What is covered? Driveline covers the following factory-fitted components: Engine All internally lubricated components, including but not limited to the following: Cylinder head, cylinder head gasket, valves (excluding carbonisation, burnt or pitted valves and valve seats), valve springs, valve guides, camshaft and bearings, camshaft followers, hydraulic lifters, timing gears, timing chains, piston and piston rings, cylinder liners and liner seals, cylinder block, connecting rods and small end bearings, gudgeon pins, crankshaft and crankshaft bearings, oil pump and oil pump drive, distributor driveshaft, flywheel, starter motor ring gear, engine management sensors (excluding worn parts). Timing belts Timing belts and tensioners are covered providing that the last due change has taken place as specified by the manufacturer’s schedule (proof required). Damage subsequently caused if timing belt has not been changed as specified by the manufacturer is specifically excluded. Turbocharger/Supercharger Factory-fitted turbocharger or supercharger, intercooler and wastegate (excluding worn parts). Gearbox All internally lubricated components as listed below: Gears, shafts, synchroniser hubs and baulk rings, selector shafts and selector forks, internal bearings and bushes, oil pump, valve and valve block, clutches and brake bands, governor, torque converter, modulator valve, gearbox sensors (excluding external linkages and worn parts). 18 Policy wording Final drive All internally lubricated components as listed below: Crown wheel and pinion, differential gears and bearings, 4X4 transfer box, halfshaft, halfshaft bearings, driveshafts, bearings and constant velocity joints, propeller shaft universal joints and centre bearing, wheel bearings, final drive sensors (excluding rubber boots, gaiters and worn parts). Casings Casings are covered only when damaged by the failure of an insured component. Sundries Working materials e.g. oils, filters, antifreeze are claimable as a direct result of a valid claim providing the vehicle is not within 1,000 miles of its next scheduled service. Miscellaneous The rectification of oil leaks is not covered and the cost of seals and gaskets will only be accepted where they are required as a direct consequence of a valid claim under the insurance. 3.3.2 What is not covered? Any components specifically not listed are not covered. 3.3.3 Claim payments We will pay any number of claims up to a total maximum value of £5,000 inclusive of VAT. We will not pay more than the manufacturer’s list price for parts and official labour times/costs which are necessary to repair or replace covered components. 3.3.4 Other entitlements Driving abroad The warranty is valid for up to 60 days per annum (pro rata) for driving in Continental Europe. Volkswagen Approved Warranty Administration Services will not pay more than the equivalent UK cost for parts and labour. Policy wording 19 3.4 Extended Comprehensive Warranty, Extended Named Component Warranty and Extended Driveline Warranty exclusions This insurance does not cover any injury, failure, loss or damage caused by, arising from or in connection with the following: 1. Corrosion, frost, salt, hail, windstorms, lightning, airborne fallout, (e.g. chemicals, tree sap, bird droppings, etc), water ingress or flooding. 2. Any defect which is likely to have existed before the period of insurance. 3. Wear and tear, normal deterioration, routine servicing and maintenance. 4. Faulty repairs, incorrect servicing or failure to have the insured vehicle serviced in accordance with the manufacturer’s specification. 5. Lack of oil, fuel, lubricants, hydraulic fluids or additives; or foreign matter entering the fuel, cooling, air conditioning or lubrication systems; or use of oil, fuel, lubricants, hydraulic fluids or additives which the manufacturer of the insured vehicle does not recommend. 6. Vehicles modified in any way from the original manufacturer’s specification. 7. Any loss where the speedometer has been tampered with, altered, disconnected or where the mileage of the insured vehicle cannot be verified; or where you or anyone else acting on your behalf acts in a way that prevents us from exercising our right to inspect the insured vehicle under this insurance. 8. Damage or failure is caused by an excluded component. 9. The vehicle has been used for competitions of any kind, racing, pacemaking, rallies, off road use including track days, for any form of hire or reward and usage for or by driving schools. 10. Losses or damage due in any way to any type of accident, misuse or any act or omission which is wilful, unlawful or negligent. 11. Any component which is either subject to recall by the insured vehicle’s manufacturer, manufacturing defect or inherent design faults. 12. Electrical or mechanical failure which happens outside the area of cover. 13. Cleaning, polishing, operations performed under normal maintenance, adjustments, modifications, alteration, tampering, disconnection, improper adjustments or repairs. 14. We will pay for damage caused to a covered part if caused by another covered part. 15. We will not pay for any damage to parts not covered by this warranty even if the damage is caused by a covered part. 16. We will not pay for any depreciation to your insured vehicle, loss of earnings, death or bodily injury, damage to property or any other loss or damage which is a direct or indirect result of the failure of a covered item. 20 Policy wording 17. As your policy is intended to cover the repair and/or replacement of defective or damaged parts, it does not additionally cover losses that may be caused by that defective or damaged part, unless otherwise stated in the policy terms and conditions. For example, your policy may cover repairs to or replacement of a wheel bearing but would not cover any loss of earnings that you may suffer while your insured vehicle is being repaired. 18. You should check whether you have any other insurance policies that may cover additional damage or related costs or losses not covered by this policy. 19. Ionising radiation or radioactive contamination from any nuclear fuel or the nuclear waste arising from burning nuclear fuel. 20. Radioactive, toxic, explosive or other dangerous properties of any explosive nuclear equipment or nuclear part of that equipment. 21. Acts of war, invasion, acts of foreign enemies, terrorism, hostilities (whether war be declared or not), civil war, rebellion, revolution, insurrection, military or usurped power, riot or civil commotion, explosions, fire, radiation and falling objects. 22. Pressure waves caused by aircraft and other aerial devices travelling at sonic or supersonic speeds. 23. Any costs covered under any other warranty, guarantee, insurance or cover. 24. Any damage which has occurred as a result of accidental damage or impact of whatever nature to either the covered vehicle or the persons. 25. Mechanical failure or damage has been caused or contributed to by: – Water ingress, frost, corrosion, flooding, impact, fire, abuse or neglect – A defect which (is likely to have) existed prior to start of cover – Lack of anti-freeze, lubricants or hydraulic fluids – Incorrect servicing or faulty repairs – Ingress of foreign matter into the fuel, oil or cooling systems – Failures due to oil degradation – A grade of oil, fuel, lubricants, hydraulic fluids or any additives not recommended by the manufacturer of the covered vehicle. 26. This insurance will not cover any loss, damage or failure caused wholly or partially, from lack of maintenance, abuse or neglect or as a result of accident. It will not cover pre-existing faults or a gradual reduction in operating performance that is commensurate with the age and mileage of the vehicle. 27. Any vehicle which is owned by a business formed for the purposes of selling or servicing motor vehicles. Policy wording 21 3.5 How to make a warranty claim 3.5.1 Making a warranty claim when in the UK. Contact your nearest Volkswagen Authorised Retailer or Repairer and advise them that your insured vehicle is protected by the Extended Warranty. The Volkswagen Authorised Retailer or Repairer will contact us regarding claims on your behalf. It is your responsibility to authorise any dismantling of the insured vehicle or any other work required to diagnose any faults with the insured vehicle. We will not pay for any diagnostic costs, other than the reasonable costs of diagnosis, should a claim for a defective component be valid under this insurance. If you are VAT registered you remain responsible for settling the VAT content of any claim separately. Volkswagen Approved Warranty Administration Services reserve the right to examine the insured vehicle and to subject it to expert assessment in order to determine if your claim is covered and how much we will pay for repairs. If you or anyone acting on your behalf acts in a way which prevents us from being unable to determine the cause of failure by inspecting the insured vehicle or defective components, then we will not pay all or any part of your claim. 3.5.2 Making a warranty claim when in Continental Europe. All repairs and costs are the responsibility of the policyholder while in countries outside the UK. It is your responsibility to authorise any dismantling of the insured vehicle or any other work required to diagnose any faults with the insured vehicle. Once the repairs have been completed, you must settle the costs with the dealer and retain the invoice. Please also keep the replaced components if possible until we have finished processing your claim as we may need to see them. Please contact Volkswagen Approved Warranty Administration Services within 30 days of any completed repairs and you will be advised if they are covered under this insurance. On your return to the UK, please send the invoice and copies of the insured vehicle’s service records with a covering letter to: Volkswagen Approved Warranty Administration Services, PO Box 1051, Croydon CR9 1RE. 22 Policy wording For any enquiries please call Volkswagen Approved Warranty Administration Services on 0845 641 9766. Please retain a copy of the repair invoice and the original service records for your own safekeeping as we will be unable to return these to you. Your claim will then be processed and reimbursed to you in pounds sterling at the rate of exchange for the relevant currency at the time of the repair, providing that your claim is valid. We will not pay more than the equivalent UK rates for the manufacturer’s list price for parts and official labour times/costs which are necessary to repair or replace covered components. If you are VAT registered you remain responsible for settling the VAT content of any claim separately. Policy wording 23 4. General terms and conditions These conditions apply to all sections of your warranty insurance and you must meet them before we make a payment. 4.1 Telling us relevant facts You must tell us about anything that may affect your cover (including also any changes during the period of insurance). If you are not sure whether something is relevant, you must tell us anyway. You should keep a record of any extra information you give us. If you do not tell us about something that may be relevant, your insurance cover may be invalidated and we may not cover any related claims. 4.2 Providing information We will only provide the cover described in this insurance if, as far as you know, the information you gave at the time of taking out this cover is true and complete. 4.3 Claims – your duties If a claim occurs you must follow the relevant claims procedures described in this document as soon as you can. 4.4 Claims – our rights We can take over and carry out the defence or settlement of any claim. After we have made a payment, we can pay to take legal action to get back any payment we have made under this warranty insurance. If we want to, we will examine the insured vehicle and will test damaged components. 4.5 Looking after your vehicle You must take all reasonable steps to safeguard the insured vehicle against breakdown/ immobilisation and/or electrical or mechanical failure. 4.6 Fraud If you or any beneficiary claiming under this insurance makes a claim that is false or dishonest in any way, this insurance will not be valid and you will lose all benefits under it. 24 Policy wording 5. Volkswagen Roadside Assistance Terms and conditions Below are certain words that have a specific 24 months (depending on the length of Policy You meaning in this Policy and wherever these words have chosen) from the date of payment for this Policy. appear they have the following meaning: Policy Breakdown Means Your Volkswagen Roadside Assistance Policy Means unforeseen mechanical or electrical failure as set out in this document. during the Period of Cover in the UK Territory or Resident of the United Kingdom Europe which has either immobilised Your Vehicle Means a person living permanently in the United or made it unsafe to drive. Kingdom or a person employed by a company Claim having its registered office in the United Kingdom. Means a call for assistance under this Policy. Specialist Equipment Conditions of Claim Is equipment not carried by dedicated technicians, Means those conditions set out in this Policy. RAC patrols or RAC contractors. Europe Territory Means Albania, Andorra, Armenia, Austria, Means the United Kingdom, Jersey and Guernsey. Azerbaijan, Belarus, Belgium, Bosnia Herzegovina, The Party/Your Party Bulgaria, Croatia, Cyprus (South), Czech Republic, Means the persons including You, travelling with Denmark, Estonia, Finland, France, Georgia, You in the Vehicle. Germany, Gibraltar, Greece, Hungary, Republic of Ireland, Italy, Latvia, Liechtenstein, Lithuania, United Kingdom/UK Luxembourg, Macedonia, Malta, Moldova, Monaco, Means England, Scotland, Wales, Northern Ireland, Netherlands, Norway, Poland, Portugal, Romania, the Channel Islands and the Isle of Man. Russia (West of the Urals), San Marino, Serbia & Vehicle Montenegro, Slovakian Republic, Slovenia, Spain, Means the vehicle specified in the Fulfilment Sweden, Switzerland, Turkey (West of Bosporus) Material as being eligible to receive services under and Ukraine. this Policy. Fulfilment Material We/Our/Us/RAC Means the confirmation of Policy coverage Means RAC Motoring Services and/or RAC provided to You by Us or on Our behalf. Insurance Limited. Home You/Your Means your permanent residence where You live Means the person named in the Fulfilment Material in the United Kingdom. when driving the vehicle or any other person Period of Cover driving the Vehicle with the owners consent. Means the period covered by this Policy being 12 or Volkswagen Roadside Assistance 25 Details of services Service in the UK Cover applies to Vehicles registered with the DVLA in Swansea or Northern Ireland only. UK Claims procedure and conditions If You are unfortunate enough to break down, please follow these simple steps: 1. Telephone RAC using the appropriate Volkswagen Roadside Assistance helpline number – these are detailed on page 30. 2. Advise the operator that you are a Volkswagen policyholder. 3. Quote your Vehicle registration number. 4. Advise the operator of the location of Your Vehicle and the nature of the fault. The operator will then advise how to proceed and what form of assistance would be the most appropriate. Remember to always call the Volkswagen Roadside Assistance helpline first. Please do not go ahead and make Your own arrangements as RAC cannot reimburse costs incurred without prior authorisation. Roadside If You are stranded on a public highway (or other road or area to which the public has the right of access) as a result of a Breakdown to Your Vehicle, We will send a dedicated technician, an RAC patrol, or contractor to help You. We will try to repair Your Vehicle at the roadside. Roadside includes labour at the scene of the Breakdown (but not labour at any garage to which the Vehicle is taken). If We cannot repair the Vehicle at the roadside, and We believe repairs are unwise or cannot be completed within a reasonable time, We will take the Vehicle and up to 8 people to a single destination of Your choice within the UK. If You have no preferred destination, We will take the Vehicle to a Volkswagen Retailer. Roadside does not cover: – Assistance following an accident, fire, theft or vandalism or other incident normally covered by a motor insurance policy. We can arrange assistance if You pay for the cost of assistance. (You may be able to recover these costs under the terms of Your motor insurance policy) – Breakdowns which would be prevented by routine servicing of Your Vehicle 26 Volkswagen Roadside Assistance – Replacing tyres or windows. We will try to arrange for replacements or repair but you will have to pay for them – Missing or broken keys. We will try to arrange the services of a locksmith but You will have to pay for them – The cost of ferry crossings, road toll and congestion charges – Vehicles being demonstrated or delivered by motor traders, or used under trade plates – Vehicles, which, according to our patrol or contractor, had broken down or were unroadworthy before You took out Your Policy – Contaminated fuel problems. We will arrange for Your Vehicle to be taken to a local garage for assistance, but You will have to pay for the work carried out – The cost of parts, fuel or other supplies – Any vehicle storage charges incurred when You are using Our services other than those necessary as a result of premises being closed out of normal business hours – Labour at any garage to which the Vehicle is taken – The tow or transport of any Vehicle, which, in Our reasonable opinion, is loaded beyond its legal limit – Any Vehicle in a position where We cannot work on it or tow it, or wheels have been removed, We can arrange to rectify this but You will have to pay the costs involved – Any animals in Your Vehicle, please note that their onward transportation is at Our discretion and solely at Your risk. We will not insure any animal, including livestock in transit, during any onward transportation We undertake. Recovery Recovery has the same terms and conditions as Roadside but with the following variations: If We cannot get Your Vehicle repaired locally within what We deem to be a reasonable time, We will take the Vehicle and up to 8 people Home or to a single address anywhere else. If there are more than 5 people this may require two separate Vehicles. An adult must accompany any persons under the age of 16. You can use Recovery if You are ill, and there are no passengers who can drive the Vehicle, so that You cannot continue Your trip. You must show Us a doctor’s medical certificate confirming Your inability to drive (in these cases, We will provide this service as We see fit). Recovery does not cover: – Any Vehicle which in Our reasonable opinion was broken down or unroadworthy at the time You took out Your Policy – The use of Recovery as a way to avoid paying repair costs – A second Recovery if We consider that the original fault of a first Recovery has not been properly repaired. Volkswagen Roadside Assistance 27 At Home At Home cover entitles You to the service described under Roadside within a quarter of a mile of Your Home address or where You normally keep the Vehicle. Onward Travel Onward Travel benefits must be arranged at the time of Breakdown and cannot be requested later. You are entitled to one of the following extra benefits once We have decided that We cannot get the Vehicle repaired locally: – Replacement car hire – Alternative transport costs – Hotel accommodation. You can use the Onward Travel benefits from Your Home address or within a quarter of a mile of Your home address. This excludes incidents where We have been called to rectify failed repairs. Replacement car hire We will pay for: – Up to 48 hours hire cost of a manual car of similar cubic capacity to Your Vehicle up to 1600 cc for the duration of the repairs to the Vehicle in accordance with Your Onward Travel entitlement, for one incident – Insurance (including collision damage waiver). Replacement car hire is subject to availability and Our supplier’s terms and conditions, which will usually include: 1. Age limits. 2. The need to have a current driving licence, and, if held, a driving licence photo card, with You. 3. Limits on acceptable endorsements. 4. The need to provide a valid credit card number (Alternatively, the car rental provider will require a deposit of no less than £50 and may also undertake a simple credit check, before releasing the vehicle to You). Hire cars are not usually available with a towbar, and therefore Your caravan or trailer will be recovered under Recovery with Your broken down Vehicle. If We decide that a hire car is not a practicable solution for any reason, hotel accommodation or alternative transport will be provided instead. 28 Volkswagen Roadside Assistance Alternative transport We will reimburse You for standard class rail or other transport of our choice for up to 8 people to reach the end of their journey within the UK. We will pay up to £150 a person or £500 for a group whichever is less. Hotel accommodation We will arrange and reimburse You for one night’s bed and breakfast for up to 8 people in a hotel of our choice. We will pay up to £150 a person or £500 for each Party whichever is less. You will have to pay for any extra hotel or transport costs. What is not covered: – A second use of the Onward Travel benefits if the original fault has not been properly repaired – Other charges arising from Your use of the hire car, such as fuel costs, deposit, any insurance excess charges, collecting and returning the vehicle and any costs due to You keeping the car after the agreed period of hire (You must settle these charges directly with the supplier) – If You are unfortunate enough to have an incident with the hire vehicle and You make an insurance claim, You will be responsible for paying any excess. European Cover European Cover applies to Vehicles registered with the DVLA in Swansea or Northern Ireland only and is available throughout Europe. Service while abroad 1. How to obtain assistance in Europe To obtain help in the event of a Breakdown, accident*, fire or theft, or if the only qualified driver is medically unfit to drive, please call the RAC control centre listed under 2 overleaf and state that You have European Cover and give the following information: – Your name – Your Policy number – Your location and telephone number – if You are on a MOTORWAY see also note 3 overleaf – The make, model and registration number of Your Vehicle. * Subject to terms and conditions. Please refer to page 32, item 2. Volkswagen Roadside Assistance 29 2. Please call: UK 0800 777 192 (freephone) UK – Luxury cars (Phaeton and Touareg models) 0800 777 141 (freephone) France and Monaco 0800 290 112 (freephone within France and Monaco only) 0472 43 52 55 (pay call) Republic of Ireland 1 800 535 005 (freephone) Rest of Europe 00 33 472 43 52 55 (pay call) Serbia and Montenegro 99 33 472 43 52 55 (pay call) Azerbaijan, Belarus, Georgia, Russia and Ukraine 810 33 472 43 52 55 (pay call) The telephone numbers are correct at the time of printing (November 2011). 3. Breakdowns on motorways On continental motorways (including service areas) You MUST use the roadside emergency telephones. You cannot call RAC control centres from these. You will be connected to the police or authorised motorway service, who will send a breakdown recovery vehicle. However, this will only be to the recovery company’s own depot if they cannot fix Your Vehicle – contact RAC using the numbers at 2 above as soon as You can, if possible from the recovery company’s depot. You may have to pay labour and towing charges on the spot – an authorised tariff is normally applicable. These items are covered and You should obtain a receipt to claim a refund on Your return home. Mobile and car phones RAC will not reimburse the cost of any telephone calls you make in connection with any Breakdown under this Policy (including mobile phone calls). It may not be possible for an RAC control centre to call a mobile or car phone but when it is, You may still have to pay the cost of any international call. Some service providers charge for calls to freephone numbers. The regulations on the use of mobile and car phones vary from country to country. Please check with Your service provider that Your phone meets the requirements and standards for the countries in which You are travelling. 30 Volkswagen Roadside Assistance Policy Description Service in the UK en route to a destination abroad. Product Limitation Roadside assistance Repair at the roadside or recovery to the nearest garage capable of performing repairs or home Journey continuation Replacement vehicle to a maximum of £750 Service while abroad Product Limitation Roadside assistance Repair at the roadside or recovery to the nearest garage capable of performing repairs Spare parts dispatch Additional accommodation expenses £30 per person per day Journey continuation or return home Maximum of 14 days car hire or second class rail fare Replacement driver Vehicle break-in, emergency repair £175 Accidental damage to or loss of tent £30 per person per day Urgent message relay service Vehicle repatriation to United Kingdom Limited to the value of the vehicle being UK Glass’s guide Customs claims indemnity Service after return home Product Limitation Collection of Vehicle left abroad for repair £600 There is an overall limit of £2,500 per Claim applied to this Policy. You are covered for any number of trips, each up to 90 days in duration but not for longer stays and provided the outward and return journeys are completed in the Period of Cover. In the event of a Breakdown We will pay for the following subject to the limitations for each section as described in the policy description: Volkswagen Roadside Assistance 31 European Roadside Assistance Service in the UK If You are stranded on a public highway through Breakdown of Your Vehicle on the outward journey from Home to Your point of departure from the UK or on the inward journey from Your point of entry to the UK, to Home, We will provide services as if you were abroad. In addition We will pay a contribution of up to £750, towards the cost of self-drive hire car including collision damage waiver and replacement Green Card as necessary, to complete the planned journey if RAC confirms Your Vehicle cannot be repaired within 24 hours. Service whilst abroad We will pay for: 1. Attendance of local breakdown or garage services to repair the Vehicle at the roadside if possible; or 2. Tow of the Vehicle from the place of Breakdown or accident to the nearest local repairer where You may arrange repairs; and 3. Either: a) A contribution towards labour charges at a garage if it is possible to effect the repairs necessary to enable the Vehicle to continue the journey on the date of Breakdown; or b) Inspection fees, in the event of a Breakdown, to confirm that the Vehicle cannot be repaired by Your return travel date and Your request for assistance will include authorisation for Us to arrange this; and 4. Storage charges for the Vehicle while awaiting repair or repatriation; and 5. The cost of wheel changes but not for replacement tyres. We will not pay for: 1. Any labour costs other than those incurred at the roadside. We will not pay labour costs at any garage to which the Vehicle is taken other than under paragraph 3 above; or 2. Repair costs, including labour, if the Vehicle was in a road traffic accident, damaged by fire or stolen or is uneconomical; or 3. The cost of parts used for roadside or garage repairs; or 4. The cost of any repairs not directly necessary to enable the Vehicle to continue the journey on the date of the Breakdown; or 5. The cost of any other supplies, including but not limited to Specialist Equipment. 32 Volkswagen Roadside Assistance If We cannot repair the Vehicle within 12 hours of being notified of a Breakdown, then We will pay for either: a) Additional accommodation expenses We will pay a contribution of up to the amount stated in the part entitled ‘Policy Description’ towards necessary additional (not alternative) accommodation expenses (room only) while You wait for Your Vehicle to be repaired, providing the appropriate RAC control centre can confirm repairs will take more than 12 hours, or if it is to be repatriated to the United Kingdom. or b) Journey continuation or return home If the appropriate RAC control centre can confirm repairs to Your Vehicle will take more than 12 hours, or if Your Vehicle is to be repatriated to the United Kingdom, a contribution to travel expenses to allow You to either: i) continue the planned journey during the period Your Vehicle is not roadworthy; or ii) return Home by direct route. Expenses can comprise self-drive car hire up to the limit in the Policy Description including collision damage waiver (see ‘Important self-drive hire car information’) and replacement Green Card as necessary, or second/standard class rail, or a combination of both. RAC will in its sole discretion decide which course of action to adopt, but RAC will take into consideration Your preference. You must collect the Vehicle when repaired as once the Vehicle is repaired and You have been notified, RAC will not pay any further expenses other than the costs of collection. This benefit is also available if Your Vehicle is stolen and not recovered within 24 hours of reporting the matter to the police. A police report must be obtained. However, this benefit will cease if and when Your Vehicle is recovered in a roadworthy condition. We will not pay for: 1. Fuel, oil, personal insurance, any collection charge if a hire car is left at a different location to that arranged or any other costs in connection with self-drive hire car. 2. The cost of any car hire beyond the period agreed with the appropriate RAC control centre. 3. Any car hire expenses after Your Vehicle is repaired except for the direct Journey to return and collect it. 4. First class rail fares. Volkswagen Roadside Assistance 33 5. Any costs under this benefit if they are for a service You used at the same time as the above section ‘Additional accommodation expenses’. 6. International drop charges where a vehicle hired from abroad is dropped within the UK. 7. The costs of hiring a motorcycle. 8. Any hire costs not arranged through RAC or agreed by RAC. 9. The costs of meals or any other extra costs. 10. Any costs in excess of the overall limit of £2,500 per claim applied to this policy. If RAC can confirm that repairs cannot be completed by Your planned return date to the United Kingdom and providing the cost of repatriation is not uneconomical We will pay for either: a) Vehicle repatriation to the United Kingdom We will pay for the cost of taking the Vehicle by road transporter from abroad to Your Home or chosen UK repairer for repair in the UK. When repatriation is authorised it normally takes 10-14 working days for delivery to a UK address from most west European countries. At busy times and from east European countries it may take longer. If the Vehicle has been fitted with a roof box or bicycle rack, You must remove and place it inside the Vehicle. The roof box keys need to be left with Your Vehicle keys. We will not pay for: 1. Claims for any repatriation not authorised by the appropriate RAC control centre. 2. The cost of repatriation if this is uneconomical. Repatriation will be uneconomical if it will cost more than the UK market value of Your Vehicle according to Glass’s guide. 3. The cost of repatriation if Your Vehicle is roadworthy. 4. Any claim if Your Vehicle is being repatriated and Customs in any country find its contents are breaking the law. 5. Any further costs in connection with the Vehicle once declared a write-off by us. Or we will pay for: b) Collection of vehicle left abroad for repair We will pay for the following costs for one person to collect Your Vehicle, repaired abroad after a Breakdown: 1. Standard/second class rail fare plus other public transport fares which are necessary to reach the place of collection. 34 Volkswagen Roadside Assistance 2. Additional homeward cross channel ferry or rail fare for the repaired Vehicle (calculated by taking the actual fare less the value of any unused homeward portion of Your original cross channel ticket). 3. Up to £30 per night for single room hotel accommodation necessary to complete the round trip – limited to room only. We will not pay for: 1. First class rail fares. 2. The cost of any meals. 3. The costs of more than one person. Note: The appropriate RAC control centre will make the sole decision whether Your Vehicle should be repaired abroad for You (or someone nominated by You) to return and collect. Authority for repatriation or repair If Your Vehicle is not able to be driven due to a road traffic accident, fire, break-in or theft, any damage which You are entitled to have repaired by Your motor insurers must be reported to them immediately. Your insurers must decide whether to declare the Vehicle is a write-off, authorise repair abroad or have the Vehicle repatriated. We cannot repatriate the Vehicle unless Your insurers first give their permission. We also reserve the right to negotiate with them to reclaim costs incurred. If Your insurers cannot or do not give permission to repatriate then it is Our decision alone whether to declare the Vehicle a write-off, or repatriate or repair locally a Vehicle which cannot be driven as a result of a Breakdown, or as a result of a road traffic accident, fire or theft, for which You do not have fully comprehensive cover. The additional services only apply in Europe and not in the UK. Additional Services, we will pay for the costs of providing the following if applicable: Vehicle break-in, emergency repairs We will pay for: The cost of immediate emergency repairs, up to £175, necessary to make Your Vehicle secure in the event of damage to windows, or windscreen caused solely by forcible entry, or attempted forcible entry provided You report the matter to the police either before contacting Us or within 24 hours of contacting Us, and You have obtained a written report from the police. Volkswagen Roadside Assistance 35 We will not pay for: The cost of repairs if they are not to make your vehicle secure and for the reasons stated. Any repair costs if You do not obtain a police report and submit it with Your claim. Spare parts dispatch If as a result of a Breakdown Your Vehicle needs parts but these are unavailable locally. We will pay for: 1. Freight, handling and ancillary charges for dispatch of spare parts not obtainable locally. 2. The fare for one person to collect parts from the appropriate railway station or airport. We will not pay for: The cost of parts themselves, which must be paid on receipt. When telephoning the RAC control centre You will be asked for Your credit card details. Alternatively You will be asked to pay for the part(s) direct to the repairer. Accidental damage to or loss of tent We will pay for: A contribution to accommodation expenses, up to £30 per person, per day, if during the Period of Cover You are camping and Your tent is damaged accidentally making it unusable, or it is stolen. Alternatively, We may at Our option authorise the cost of a replacement tent. If Your tent is stolen You must report the theft to the police within 24 hours and obtain a written report. We will not pay for: 1. The cost of meals or any other costs. 2. Damage caused by weather conditions. 3. The cost of a replacement tent not authorised by Us. 4. Any costs if Your tent was stolen and You do not report the theft to the police within 24 hours and obtain a written report. Urgent message relay service We will pay for: The cost of relaying urgent messages from the appropriate RAC control centre to Your immediate relatives or close business associates if the Vehicle cannot be driven because of Breakdown, accident or fire or it is stolen. 36 Volkswagen Roadside Assistance We will not pay for: 1. The cost of non-urgent messages or messages to persons not described in the previous paragraph. 2. The cost of relaying any urgent message not arranged through the appropriate RAC control centre. Replacement driver We will pay for: The cost of providing a replacement driver to drive Your Vehicle and Your Party to Your destination or Home, if a registered doctor declares You medically unfit to drive and You are the only qualified driver. We will not pay for: 1. Replacement driver cost if there is another qualified driver in The Party who is fit to drive. 2. For any costs associated with more than one claim per journey abroad. 3. For any expenses which you or your party would have had to pay. Customs claims indemnity We will pay for: Continental or Irish Customs claims for duty if: a) the Vehicle is beyond economic repair as a result of fire or theft abroad during the Journey and it has to be disposed of abroad under Customs supervision; or b) it is stolen abroad during the journey and not recovered. RAC will deal with necessary Customs formalities. To arrange, please call: Volkswagen Roadside Assistance European Support, 0870 5 49 33 20* Monday – Friday 9 am – 5 pm. *Calls may be recorded and/or monitored. We will not pay: Any import duties not relating to the Vehicle. Volkswagen Roadside Assistance 37 Policy requirements and limitations A. Service in the UK and Abroad Credit card details We will require Your credit card details if We arrange a service for You which is not covered by Your Policy or if it exceeds the Policy limits set out in the part entitled ‘Policy Description’. If You do not provide Us with Your credit card details RAC will not be able to provide certain services which will be notified to You when credit card details are requested. Caravans and trailers The Vehicle restrictions in this Policy apply equally to caravans and trailers except that the maximum length of trailers and/or caravans must not exceed 7.6 m. If the Vehicle which has suffered a Breakdown is towing a caravan or trailer and We provide recovery, the caravan or trailer will be recovered together with the Vehicle to a single destination. Other than as set out in this paragraph caravans and trailers are not covered by this Policy. We do our best to find solutions to motoring problems, but We regret We cannot arrange a replacement caravan or trailer in the event of breakdown or accident damage which cannot be repaired. It is also virtually impossible to hire vehicles with towbars and it may become necessary to repatriate a caravan or trailer together with a towing vehicle which cannot be repaired abroad by the return date. Unforeseeable losses or events We will not be responsible for any unforeseeable losses nor for any indirect losses, consequential losses, losses of profit, loss of revenue or anticipated savings, loss of contracts, losses that were not caused directly by Us, or for any business losses. This does not reduce Your statutory rights to claim compensation in relation to the services We provide. This does not apply to any claim You have for death or personal injury. We do not guarantee the provision of any of the benefits under Your Policy, if there is anything beyond Our reasonable control or the reasonable control of any service provider which prevents Us or a service provider from providing that benefit. Benefits may be refused if You or any of Your Party behaves in a threatening or abusive way to any persons providing service under Your Policy. 38 Volkswagen Roadside Assistance Taxi bookings In some circumstances it can be quicker and easier for You to arrange a taxi. We may ask You to make Your own arrangements for taxi service. If so please send Your receipts to us and We will reimburse You. Service providers The garages, breakdown/recovery companies, repairers, car hire companies and other third party service providers whose services are arranged by RAC on Your behalf and/or paid for under the Policy by RAC on Your behalf are not approved by RAC. They are not agents of RAC and RAC cannot be held liable for acts or omissions of such garages or other third parties. You are responsible for authorising repairs and making sure any repairs to Your Vehicle are carried out to Your satisfaction. B. Service – Abroad only Motor insurance RAC European Cover is not motor vehicle insurance. We strongly recommend You tell Your motor insurers before taking Your Vehicle abroad. If You do not, Your insurance policy will only cover You for damage You might cause to other people or their property (third party cover). This means that You will not be covered for any loss or damage to Your Vehicle. Your insurers will also need to know if You are towing a caravan or trailer. Availability of service in eastern Europe Every effort is made by RAC to make sure that a good quality service is provided in eastern European countries but this may not necessarily be to the same standards as in western Europe. The situation varies from country to country but time delays may occur, telephones are sometimes not available, garage facilities may be inadequate, spare parts are often not available, etc. You should also be aware that unleaded fuel may not be widely available. Service in certain countries may become disrupted or unavailable due to prevailing conditions, for which RAC cannot accept liability. Information can be obtained from the Foreign & Commonwealth Office – www.fco.gov.uk; or by telephoning The FCO Travel Advice Unit on: +44 (0)207 008 1500. Important self-drive hire car information We will normally try to arrange a hire car similar in seating capacity and volume to, but not necessarily the same as, Your Vehicle, if there is one available. If You were travelling in an MPV or similar vehicle We may arrange two hire cars. We will only arrange this if there are two qualified drivers in Your Party. Otherwise, We will arrange alternative means of transport. Volkswagen Roadside Assistance 39 Self-drive car hire arranged under Your Policy will be subject to the normal conditions of the hiring company. These will include limitations on driver age, driving convictions and other licence endorsements etc. The driver must also have held a full UK driving licence or equivalent for a minimum of one year (two years for France). Your credit card details will also be required as security for the hire and to cover extras such as top up of the fuel tank when returning the vehicle. Car hire companies insist on having credit card details at the time of booking and the card must be produced at the time of hiring the car. The name on the credit card and the name of the driver of the hire vehicle must be the same. Switch cards and debit cards are not acceptable. If You leave a hire car at a different location to the one arranged by the RAC control centre You must pay any collection charge which may be made. Please note that many car hire companies across Europe charge a damage excess which is not covered by the collision damage waiver (CDW). This means that if the car is damaged during the hire period You could be liable for the equivalent of the first £150 – £550 (approximately) and have Your credit card charged. In some cases the amount could be higher and varies according to hire company, category of hire car and location. The CDW covers the amount above the excess. In some parts of Europe hire cars are not allowed to cross national borders. In Greece and eastern Europe international drop-offs are not permitted. It may be necessary therefore to arrange two hires or alternative transport to complete Your journey. A car hired abroad must not be brought into the United Kingdom. A second car hire will be arranged for the United Kingdom part of Your journey. We cannot guarantee a hire car will be available. We cannot arrange the hire of motorised caravans, motorcycles, convertibles or vehicles with towbar, roof rack, roof boxes, automatic gearbox, sports cars, 4X4 or luxury class vehicles and cannot guarantee the hire of minibuses or vans. We will not be responsible for any delays in obtaining a hired vehicle and cannot guarantee to provide it in time to connect with Your pre-booked ferry, etc. You may have to collect a hired vehicle from the nearest available place of supply. Special requirements for vehicles with over 9 seats The supply of minibuses as a replacement vehicle can often prove difficult. When one is available the following regulations apply: 40 Volkswagen Roadside Assistance Drivers must be at least 21 years old and have a full year’s car driving experience. Special documents and tachographs are mandatory throughout the EU. For more information contact your local Department of Transport Area Office for details. Repayment of credit You must pay back to Us on demand: a) any costs We have paid for which You are not covered under Your Policy b) the cost of any spare parts supplied. Spares dispatch After You have asked the appropriate RAC control centre to dispatch parts You are responsible for paying for them in full, even if You later obtain them locally. We will arrange to dispatch parts as quickly as possible but delays will occur at weekends and bank holidays. We will not be responsible for manufacturers’ or suppliers’ errors, loss or damage of parts in transit or any delay in delivery. Policy exclusions (Service in the UK and Abroad) In addition to any limits and exclusions noted elsewhere in Your Policy, Your Policy does not cover; 1. Any costs which are not directly covered by the terms and conditions of this cover. 2. Costs for anything which was not caused by the incident You are claiming for. 3. Vehicles which have broken down as a result of taking part in a motor sport event which takes place off the road and/or is not subject to the normal rules of the road or which Breakdown as a result of a motor sport event which takes place on permanent or temporarily constructed race track (e.g. Snetterton, Oulton Park) or rally circuit. For example, vehicles participating in a treasure hunt, touring assembly or navigational road rally which takes place on the road and comply with normal rules of the road are covered but vehicles participating in any off road rally will not be covered. 4. Any claim if you break down at a motor trader’s premises, garage or premises offering vehicle repair. 5. The cost of all parts, garage, labour or other costs in excess of Your Policy limits set out in the part entitled ‘Policy Description’. Please note these costs in Europe are likely to be higher than in the UK. 6. Loss caused by any delay, whether the benefit or service is being provided by Us or someone else (for example a garage, hotel, car hire company, carrier, etc). 7. Any incident affecting a vehicle hired under the terms of Your Policy. Volkswagen Roadside Assistance 41 8. Routine servicing of the Vehicle, cost of replacing tyres, missing or broken keys*, or replacing windows. We may be able to arrange for the provision of these Services but You must pay any costs incurred. * Service in the UK: If we are unable to open Your Vehicle for any reason, We will arrange for a locksmith to attend where available, but You will be responsible for the costs. If a locksmith is not available, We will arrange for Your Vehicle to be taken to a nearby garage for assistance but You will have to pay for any work carried out on the Vehicle. Any other Recovery may be arranged but You will be liable for any additional costs. Whilst abroad: Keys which are locked inside a Vehicle are covered and We can arrange for a RAC patrol or Contractor to attend. However, any damage which may occur in trying to retrieve the keys will be at Your risk. 9. Any claim caused directly or indirectly by: a) Your property being held, taken, returned, destroyed or damaged under the order of any Government or other Authority; b) war, invasion, civil unrest, revolution, terrorism or any similar event. 10. Any claim caused directly or indirectly by the overloading of Your Vehicle and/or any caravan or trailer. 11. Any claim as a result of Vehicle Breakdown due to: a) running out of oil or water; b) frost damage; c) rust or corrosion; d) tyres which are not roadworthy. 12. Any claim caused directly or indirectly by the effect of intoxicating liquors or drugs. 13. Any claim where Your Vehicle is being driven by persons who do not hold a full United Kingdom or other recognised and accepted driving licence. 14. Any claim which You have made successfully under any other policy of insurance held by You. If the value of Your claim is more than the amount You can get from Your other insurance We may pay the difference subject to Policy limits and exclusions. 15. The cost of any transportation, accommodation or care of any animal. Any onward transportation is at our discretion and solely at Your risk. We will not insure any animal during any onward transportation We may undertake. 16. Any period outside Your Period of Cover. 17. Any vehicle other than a car, estate car, MPV or 4 x 4 sport utility vehicle and provided that the vehicle conforms to the following specification: – maximum legal laden weight of 3,500 kg (3.5 tonnes). This weight is called the Gross Vehicle Mass (GVM); – maximum overall dimensions of: length 5.5 m; height 3 m; width 2.25 m (all including any load carried). 42 Volkswagen Roadside Assistance The Vehicle restrictions apply equally to caravans and trailers except that the maximum length of trailers and/or caravans must not exceed 7.6 m. If the Vehicle which has suffered a Breakdown is towing a caravan or trailer and We provide recovery, the caravan or trailer will be recovered together with the Vehicle to a single destination. Other than as set out above caravans and trailers are not covered by this Policy. In the Territory if the Vehicle requires repatriation We will arrange for repatriation of the caravan or trailer as well. 18. Any claim by You unless You are Resident of the United Kingdom and the Vehicle is registered with the DVLA in Swansea or Northern Ireland; 19. Any Vehicle which is not in roadworthy and good mechanical condition at least 7 days before any booked trip to Europe within Your Period of Cover. You must also make sure it is serviced as the manufacturer recommends. 20. Any Vehicle carrying more persons than recommended by the manufacturer, up to 8 persons maximum (including the driver). Each person must occupy a separate fixed seat fitted during vehicle construction and to the manufacturer’s specification. 21. Your Vehicle if it is unattended. 22. Any personal effects, valuables or luggage left in Your Vehicle or in any trailer, boat or caravan or any other item being towed by or used in conjunction with the Vehicle. These are Your responsibility. 23. Specialist Equipment costs. We will however arrange for the specialist services if needed, but you will have to pay for any additional costs direct to the contractor. General The laws of England and Wales govern your policy, unless you and RAC agree otherwise and the agreement has been put in writing by RAC. Unless otherwise agreed, the contractual terms and conditions and other information relating to this contract will be in English. If you have any problems reading this booklet, you can always call our Customer Services on 08705 722 722 for a large font or Braille version. This Policy is a contract between Us and You. We agree to pay for those costs set out in this Policy, which occur during the Period of Cover and for which payment of the appropriate premium has been made and subject to the applicable Policy terms and conditions. For our joint protection telephone calls may be recorded and/or monitored. Volkswagen Roadside Assistance 43 If the service You require is not provided for under these Terms and Conditions, We will try, if You wish, to arrange it at Your expense. The terms of, and any payment for, any such service are a matter for You and the supplier and We will not act as an agent. Cancellation If You do not pay Your premium promptly, We will cancel Your cover. If You cancel the cover after 14 days, no refund or credit will be applied. European Claims Procedure and Conditions When providing assistance We make every effort to meet on Your behalf all costs within the claim limit. However, in some instances You may be asked to pay locally and reclaim costs on Your return to the United Kingdom. There may also be occasions when You arrange and pay for assistance direct and wish to reclaim the cost. RAC European Motoring Assistance claims are handled by Breakdown Customer Care, RAC Motoring Services, RAC House, PO Box 200, Walsall WS5 4QZ. Freephone from the UK on 0800 1075861 or from Europe on 00 44 (0)161 332 1040 Fax: 01922 746528 E-mail: firstname.lastname@example.org If You have paid any cost which You believe is covered under Your Policy, please telephone Us for a claim form immediately on Your return Home, quoting Your Policy reference number. When returning Your completed claim form You should enclose relevant original receipts (not photocopies). Receipts You must keep all relevant original receipts (not photocopies) as they will be needed for any claim. We may refuse to pay expenses You are claiming back if You cannot provide original receipts or bills for the items You have paid. Payment of claims depends on You complying with the following conditions for all of Your Policy. 1. You must make any claim on an RAC claim form, please bring Your claim to Our attention as soon as You can (if possible within 28 days) after You return to the United Kingdom. Claims which are not on an RAC claim form will not be accepted. This does not affect Your statutory rights to take legal action or exercise any other legal remedy. 44 Volkswagen Roadside Assistance 2. If We pay out money for You under Your Policy We can take over Your right to get that money back. You must cooperate with Us as much as possible if requested by Us. 3. You must do all You can to prevent accident, injury, loss or damage, as if You were not covered under Your Policy. 4. You must forward to Us any writ, summons, legal document or other communication about the claim as soon as You receive them. 5. You must obtain any original receipts, certificates, police reports, evidence, etc and give all the information and help We may need at Your expense. This includes medical certificates and details of Your household insurance if necessary. 6. You must not admit liability or offer or promise payment without Our written permission. 7. You warrant that Your Vehicle is roadworthy and in good mechanical condition when You apply for Cover and You will keep it in that condition. 8. If any claim is found to be fraudulent in any way Your Policy will be cancelled immediately and all claims forfeited. 9. You must, within 7 days of any request from Us, send to Us copies of any European accident statements (called a ‘Constat d’amiable’ in France) and/or any police reports should You use the Policy following a road traffic incident. Your right to cancel 1. You are entitled to cancel Your cover up to 14 days following the commencement (or renewal) date of cover, or the date You receive Your Terms and Conditions booklet, whichever happens later. 2. If You have not made a claim within the first 14 days We will refund the cost of Your cover. 3. If You use the service within the first 14 days and decide to cancel, You will not be eligible for any refund. 4. If You cancel the cover after 14 days, no refund or credit will be applied. Cancellations can be made by calling 08705 722 722 (Monday – Friday 8 am – 8 pm, Saturday – 8.30 am – 5 pm), calls may be recorded and/or monitored, or by writing to Volkswagen Roadside Assistance, RAC Motoring Services, Great Park Road, Bradley Stoke, Bristol BS32 4QN. Volkswagen Roadside Assistance 45 Complaints handling Complaints procedures Caring for our customers We are committed to providing You with the highest standard of service and customer care. We realise, however, there may be occasions when You feel You did not receive the standard of service You expected. Should You have cause for complaint about any aspect of the service We have provided to You, please contact Us at the relevant address indicated and We will work with You to resolve Your complaint. We will deal promptly with Your query. Unless We can satisfactorily resolve Your complaint within 24 hours We will send You an acknowledgement within five working days, along with a leaflet outlining Our complaints procedures and any rights You may have to refer the matter to the Financial Ombudsman Service. Please quote Your full name, membership or policy number and where applicable Your Vehicle registration in any communication. UK Related complaints If You have used Our breakdown service and are dissatisfied with any aspect of the service, please bring the complaint to Our attention as soon as You can (if possible, within 28 days of becoming aware of it). This does not affect Your statutory rights to take legal action or exercise any other legal remedy. Please write to Us at: Breakdown Customer Care, RAC Motoring Services, RAC House, PO Box 200, Walsall WS5 4QZ or e-mail: email@example.com If You are dissatisfied with any other aspect of RAC’s services, please contact Us at the following address: RAC House, Great Park Road, Bradley Stoke, Bristol BS32 4QN. European related complaints If You are dissatisfied with the service You have received under Your European Cover please write to Us at: Breakdown Customer Care, RAC Motoring Services, RAC House, PO Box 200, Walsall WS5 4QZ. Freephone from the UK on 0800 107 5861 or from Europe on 00 44 (0) 161 332 1040 Fax: 01922 746 528 E-mail: firstname.lastname@example.org 46 Volkswagen Roadside Assistance Financial Services Compensation Scheme RAC Insurance Limited and RAC Motoring Services (in respect of insurance mediation activities only) are covered by the Financial Services Compensation Scheme (FSCS). If we were unable to meet our obligations you may be entitled to compensation from the scheme, depending on your type of insurance and the circumstances of any claim. Further information about compensation scheme arrangements is available from the FSCS website www.fscs.org.uk, or write to Financial Services Compensation Scheme, 7th Floor, Lloyds Chambers, Portsoken Street, London E1 8BN. Data Protection Act – information uses For the purposes of the Data Protection Act 1998, the data controller in relation to the information you supply is Volkswagen Group United Kingdom Ltd, (Company No. 514809 (‘VWG’). Your data may be passed to Volkswagen Group companies or our authorised Retailer network any may be used by VWG (or their agents) for customer administration, marketing and research. It may be transferred to any country, including countries outside the European Economic Area for any of these purposes and for systems administration. Where this happens, we will ensure that anyone to whom we pass your information agrees to treat it with the same level of protection as if we were dealing with it. Your data will be treated in accordance with current Data Protection legislation and will not be given or sold to a third party. From time to time, VWG would like to inform you about offers, new products or services. Your information may also be disclosed and used for these purposes after your policy has lapsed. By providing us with your contact details, you consent to being contacted by these methods for these purposes. If you do not wish to receive marketing information, please write to Volkswagen Group Roadside Assistance Customer Services, RAC House, Great Park Road, Bradley Stoke, Bristol BS32 4QN. Sensitive data By proceeding with this contract, you give us consent to use your sensitive personal data e.g. health data for your registration under the Motability Scheme (if appropriate), solely for the purposes for which you submit it. When you give us information about another person, you confirm that they have authorised you to act for them, to consent to the processing and use of their personal data including any sensitive data in the manner described in this notice and to receive on their behalf any data protection notice. You have the right to ask for a copy of your information (for which we will charge a small fee) and to correct any inaccuracies. Volkswagen Roadside Assistance 47 6. Change of address and ownership Please complete the details below and send to the following FREEPOST address: Volkswagen Approved Warranty Administration Services, FREEPOST CN416/9, Croydon CR9 1WZ. Vehicle details: Registration number: Chassis number (VIN): Driver details: Title: Initials: Surname: Address: Postcode: Telephone no: Company details (please complete this section for a company owned vehicle only): Company name: Address: Postcode: Transfer of ownership If your car is sold, the remaining cover may be transferred to the new owner providing that the registration fee of £17.50 is paid (please make your cheque payable to Volkswagen Approved Warranty Administration Services). Cover will not be transferred until the payment has been made. Please note that the form below must be signed by the existing policyholder named on the confirmation of cover letter. Vehicle details: Registration number: Chassis number (VIN): Current mileage: Current owner declaration: I (name) hereby give notice that I wish to transfer the balance of my Extended Warranty and Roadside Assistance for Volkswagen Customers to the new owner detailed below. Signature: New owner details: Title: Initials: Surname: Address: Postcode: Telephone no: ✃ Change of address and ownership 48 4593VOL November 2011 (F) Volkswagen and the Volkswagen roundel are registered trademarks of Volkswagen Group United Kingdom Limited, Yeomans Drive, Blakelands, Milton Keynes MK14 5AN. VAT No. GB 217 9909 30. Extended Warranty is underwritten by AGA International SA and is administered in the UK by Mondial Assistance (UK) Limited, Registered in England No. 1710361. Registered Office: Mondial House, 102 George Street, Croydon CR9 6HD. Mondial Assistance (UK) Limited are authorised and regulated by the Financial Services Authority (FSA). AGA International SA is authorised by Autorité de Contrôle Prudentiel in France and authorised and subject to limited regulation by the Financial Services Authority. Details about the extent of our authorisation and regulation by the Financial Services Authority are available from us on request. Mondial Assistance (UK) Limited acts as an agent for AGA International SA with respect to the receipt of customer money, for the purpose of settling claims and handling premium refunds. Mondial Assistance (UK) Limited will act as agent for RAC Insurance Limited with respect to receipt of customer money and handling premium refunds relating to the Roadside, Recovery, At Home, Onward Travel and European Cover elements should they form part of this Policy. Volkswagen Roadside Assistance is provided by RAC Motoring Services, company registration number 1424399, whose registered office is at 8 Surrey Street, Norwich, Norfolk NR1 3NG and/or RAC Insurance Limited, company registration number 2355834, of the same address. RAC Insurance Limited is regulated by the Financial Services Authority, under the jurisdiction of the Financial Ombudsman Service and the Financial Services Compensation Scheme. This document is available in large print, audio and Braille. Please contact us on 0845 641 9767, textphone 0208 666 9562 using a compatible RNZD handset. We will be pleased to organise an alternative version for you.
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