VIEWS: 15 PAGES: 34 POSTED ON: 8/11/2011
Relax. We’ve got you covered Private Car Policy (powerpoint) Clubline from Aviva Call us free on 0800 678 999 24 hour assistance, 365 days a year: • Following an accident/emergency • To make a claim • For windscreen breakage/damage For our joint protection telephone calls may be recorded and/or monitored Customers with Disabilities This policy is also available in large print, audio and Braille. If you require any of these formats please contact your insurance advisor. Private Car Policy 1 Introducing Private Car from Aviva Thank you for choosing Private An insurer who looks after you Car from Aviva, the motor when you need it. An insurer insurance policy that gives you all who helps when you are out there you need – and the option of that by the roadside... and after the little bit more! event, with fast settlement of You now have the reassurance of your claim. knowing that you are protected by the UK’s largest insurer. With Aviva, you are in safe hands. Contents Page Welcome to Private Car . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3 Enjoy automatic membership to club benefits Why Clubline is good for you If you need to claim Key Benefits Private Car Gold/Club Section . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .5 Contract of Insurance . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .6 Definitions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .7 Courtesy Car and Hire Car . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .9 Policy Cover Index . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .11 Cover for your Vehicle . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .12 Liability to Third Parties . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .14 Additional Covers . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .16 General Exceptions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .23 General Conditions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .25 Complaints Procedure . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .27 Financial Services Compensation Scheme . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .28 Pages 12 to 25 include important information affecting your policy and your policy wording. Welcome to Private Car 3 Welcome to Private Car and automatic membership of our exclusive club benefits. Welcome to Private Car from Aviva. This policy forms part of your legal contract If you need to claim The practicalities with us and defines exactly what you are covered against. Please refer to your Simply phone the Clubline and a Club If you are involved in an accident, phone schedule for confirmation of the level of Personal Incident Manager will record Clubline and if the incident is covered we cover you have chosen. Choosing Private details of the incident you describe. will arrange for: Car, gives you automatic membership to They will be able to confirm: Your vehicle to be recovered our Club Insurance service and access Whether your policy covers you for the to the exclusive Clubline claims service; A safe passage home or completion of incident 0800 678999. your journey for you and your passengers Any excess that you will have to pay Your Personal Incident Manager to talk All the steps involved in the process of you through the claims process. Why Clubline is good for you making a claim. If the incident is not covered under your policy we can still arrange to assist you. Clubline is a freephone number, offering However, a charge will be made. Next… help and assistance in the United Kingdom, Channel Islands and the Isle If you have selected Club Gold Insurance of Man and operating 24 hours a day, You will be sent a statement of fact from Aviva (outlined in the next section) 365 days of the year. and contacted by your Personal Incident and you require Breakdown Assistance, Manager to confirm the details that again call the Clubline and we will arrange It is designed to ensure any motoring for RAC to be with you as soon as possible. problems you encounter are resolved you have already provided to Clubline. swiftly and smoothly, keeping your All you need to do is add any relevant motoring life as stress free as possible. information, check and sign it. It’s never been easier! Welcome to Private Car continued Recovery of your vehicle to your Free breakdown recovery whilst driving Important home or any UK destination if you in any EU country (other than Great are taken seriously ill and cannot Britain, Northern Ireland, the Channel When telephoning Clubline, please try to continue your journey Islands and The Isle of Man, unless have your policy number ready (as shown Child Seats – Replacement cover up to ‘Gold’ cover is selected) on your policy schedule). This will enable £100 per child seat in the event of an Customers have access to our your Club Personal Incident Manager to accident or loss Motor Clubline – a 24-hour emergency find your policy records quickly and Use our select repairer service and we claims and legal helpline provide the level of service that you will book your car into an approved Ability to identify and appoint the expect. For our joint protection, calls may repairer, provide you with a courtesy approved repairer best suited to your be recorded and/or monitored. car for the duration of the repair requirements and location Please ask your insurance adviser for our (where your car is a ‘grey’ import a Fast authorisation for repairs ‘Driving on the Continent’ booklet which courtesy car will be supplied for a One-call to report all claim types and contains information on driving abroad maximum of 7 days only) and provide scene of the accident advice and what to do in the event of an guarantee the repairs for three years Unlimited audio equipment cover on accident abroad. All repairs form part of the manufacturer fitted systems manufacturers warranty certificate Key benefits Replacement locks if keys are stolen Optional Extras Full Courtesy Car – Car for 14 days in Club Gold No claims discount (NCD) up to event of total loss Provides RAC breakdown cover and 70 percent, with Protected NCD, Uninsured Driver Promise – No loss of offered subject to criteria enhanced limits for Personal Accident, NCD and Policy excess refunded Personal Effects and Medical Expenses. Choice of Social, Domestic and following an accident that is the fault Enhanced courtesy car Pleasure (SD&P), SD&P and of an uninsured driver Class D vehicle typically with 5 doors and Commuting, SD&P and Business use an engine size of 1.6 litres with room to seat 5 people. Welcome to Private Car continued and Private Car Gold (or Club Gold) 5 Private Car Gold from Aviva (or Club Gold) And if you breakdown away from home, The option that gives Extended Accident and Club Gold provides a choice of: you a whole lot more Theft benefits Free courtesy car Gold, the same great service but Overnight accommodation for driver An accident is not only a shock, it can with higher and more extensive levels and passengers create havoc with your plans. If it should of cover. happen to you, Club Gold offers one of Onward transportation of the car these options to choose from: Private Car Gold from Aviva, also known plus driver and passengers as Club Gold, goes even further, Onward transportation may be Free courtesy car for up to 14 days providing extra benefits to give you total provided if the driver should fall ill Overnight accommodation for driver motoring confidence. You will have the and passengers Refund of the cost of public transport security of extensive cover, whether on to enable the driver and passengers Refund of the cost of public transport the road or at home, in the event of to complete their journey. to enable the driver and passengers to breakdown, accident or theft, supported by an award winning claims service complete their journey focused on restoring your enjoyment Personal Cover Should the car be stolen and not recovered: of car ownership. Provision of alternative transport to If the policyholder is travelling in any complete the journey. Full Breakdown and Rescue other car, you are covered for both cover, provided by RAC roadside and home assistance If you want to know more, please contact Increased Personal Accident cover It’s no fun being stranded when the your insurance adviser who will take you of £5,000 for you and your partner car suddenly breaks down, especially through the detail. when you have passengers with you. Increased Medical Expenses cover of Club Gold gives you the reassurance of: £300 in respect of each person insured Roadside assistance Increased Personal Effects cover of At-home assistance £200 per incident. Contract of Insurance This policy, the information you have facts eg. a change to the persons to be If you do not exercise your right to cancel provided and the schedule form the insured, motoring convictions of any of your policy, it will continue in force and contract of insurance between you, the the persons to be insured, a change of you will be required to pay the premium. policyholder and us, Aviva. vehicle or a change of use to the vehicle. For your cancellation rights outside the In return for your premium, we will statutory cooling off period, please refer provide the cover shown in the schedule Cancellation rights to the General Conditions section of for accident, injury, loss or damage that this booklet. happens within the territorial limits during the period of insurance. You have a statutory right to cancel your Additional Covers - Refund of Premiums policy within 14 days from the day of If you have purchased additional cover purchase of the contract or the day on options with this policy, a refund may not Choice of Law which you receive your policy be available on those additional covers if documentation, whichever is the later. they are subsequently removed after the The law of England and Wales will apply statutory cancellation period. If you wish to do so and the insurance cover to this contract unless: has not yet commenced, you will be entitled Administration charge (a) You and the Insurer agree otherwise; or to a full refund of the premium paid. We reserve the right to apply an (b) At the date of the contract you are a Alternatively, if you wish to do so and the administration charge of up to £10 (subject resident of (or, in the case of a business, insurance cover has already commenced, to Insurance Premium Tax where applicable) the registered office or principal place you will be entitled to a refund of the full for any adjustments you make to your policy. of business is situated in) Scotland, premium paid, subject to a deduction for Northern Ireland, Channel Islands or the the time for which you have been covered. Use of Language Isle of Man, in which case (in the This will be calculated on a pro-rata basis Unless otherwise agreed, the contractual absence of agreement to the contrary) for the period in which you received cover. terms and conditions and other the law of that country will apply. information relating to this contract will To exercise your right to cancel your policy, be expressed in English. please contact your insurance adviser at Changes we need to know about the address shown on your schedule. Please tell us or your insurance adviser Customers with Disabilities immediately you become aware of any You should also return your certificate of This policy is also available in large print, changes to your circumstances which may motor insurance immediately following audio and Braille. If you require any of affect this insurance or any other material cancellation. these formats please contact your insurance advisor. Contract of Insurance and Homework introduction Definitions 7 Definitions Wherever the following words Market value The certificate does not show the or phrases appear, they will have The cost of replacing your car with cover you have. the meanings described here. one of a similar type and condition. Clause You Excess Changes in the terms of your The policyholder named in the schedule. The amount you will have to pay policy. These are shown in your towards any claim. policy schedule. We, us Aviva Insurance UK Limited except Accessories Fire where otherwise shown for any policy Parts of your car which are not directly Fire, lightning and explosion. section. related to how it works as a car. This includes spare parts, audio equipment, Green Card Your partner multi-media equipment, communication A document required by certain The husband or wife of the policyholder, equipment, personal computers, non-EU countries to provide proof or the policyholder’s domestic or civil satellite navigation and radar detection that you have the minimum insurance partner living at the same address as the systems providing they are permanently cover required by law to drive in policyholder and sharing financial fitted to your car and have no that country. responsibilities. This does not include independent power source. Period of insurance any business partners or associates. Certificate of motor insurance The period of time covered by this Schedule The current document that proves you policy as shown in the policy schedule The document which gives details of have the motor insurance you need by and any further period for which we the cover you have. law. The certificate shows who can agree to insure you. drive your car, and what you can use The period of insurance it for and whether you are allowed to Personal belongings The period of time covered by this drive other cars. It is proof that you Personal property within your car policy, as shown in the schedule, and can use your car on a road or other including portable audio equipment, any further period that we agree to public place, as required by the Road multi-media equipment, insure you for. Traffic Acts. communication equipment, personal computers, satellite navigation and Definitions continued radar detection systems not Your car permanently fitted to your car. Any vehicle described in the schedule and any other vehicle for which Policy Schedule details have been supplied to us and a Details of you, your car and the certificate of motor insurance bearing insurance protection provided to you. the registration mark of that vehicle has been delivered to you and RAC remains effective. Any vehicle loaned RAC Motoring Services or RAC to you or a permitted driver shown on Insurance Limited as shown in the your certificate of motor insurance by relevant policy section a supplier we have nominated RAC, PO Box 700, Bristol BS99 1RB. following a claim under the policy. Territorial limits Any vehicle loaned to you or a permitted driver shown on your Great Britain, Northern Ireland, the certificate of motor insurance for Channel Islands and the Isle of Man, up to seven days by a garage, the Republic of Ireland, Andorra, motor engineer or vehicle repairer Austria, Belgium, Bulgaria, Croatia, while the motor vehicle described Cyprus, the Czech Republic, Denmark, on your policy schedule is being either Estonia, Finland, France (including serviced, repaired or having Monaco), Germany, Gibraltar, Greece, an MOT test. Hungary, Iceland, Italy (including San Marino and the Vatican City), Latvia, Lithuania, Luxembourg, Malta, the Netherlands, Norway, Poland, Portugal, Romania, Slovakia, Slovenia, Spain, Sweden and Switzerland (including Liechtenstein). Theft Theft or attempted theft. The insured/you/policyholder The person or persons described as the insured in the policy schedule. The insurer/we/us/the company Aviva Insurance UK Limited except where otherwise shown for any policy section. Definitions continued and Courtesy Car and Hire Car 9 Courtesy Car and Hire Car Courtesy cars are supplied to reduce In order to avoid undue delays, please your inconvenience and where possible Important information advise us during the early stages of ensure you remain mobile throughout the your claim if an automatic transmission duration of your claim. It is not intended courtesy car is required. Automatic A standard courtesy car is a class A courtesy cars can be supplied, providing to be an exact replacement for your own vehicle, which are small hatchback cars the car being repaired is an automatic, vehicle. All courtesy vehicles have similar to a Nissan Micra. comprehensive cover under your existing A ‘grey’ import is a vehicle that does not policy for the period of the loan, An enhanced courtesy car is a class D comply with European Union vehicle type regardless of what level of cover you vehicle, which are 5 door cars with an specification and which is imported from requested for your car. (Please note that a engine size of 1.6 litre, with room to seat outside the UK (usually Japan). courtesy car cannot be provided until your 5 people, similar to a Vauxhall Astra. claim has been accepted and cover has If your vehicle is immobile or unroadworthy been confirmed). we aim to provide a courtesy or hire car within one working day (however, if an The table opposite tells you what type of incident occurs during a weekend it may courtesy car you will receive according to not be possible to provide a courtesy car your policy cover and situation. This until the following Monday). should be read in conjunction with the Important Information. Courtesy Car and Hire Car continued What cover have I got? What is my situation? What am I entitled to? • Standard courtesy car cover on • My car is being repaired by a • The Approved Repairer will provide comprehensive policies Aviva Approved Repairer you with a Class A courtesy car for the duration of repairs • My car is being repaired by a repairer • No courtesy car will be provided if an of my choice Approved Repairer is not used • My car cannot be repaired or has • Your claims handler will arrange for a been stolen Class A hire car for up to 14 days, or up until your settlement cheque is received (whichever is earliest) • My car is a ‘grey’ import and needs to • If your car is a ‘grey’ import (whether be repaired you are aware of this or not) we will provide you with a Class A courtesy car for seven days only • Standard courtesy car cover on • My car has been stolen or has been • Your claims handler will arrange for a Third Party, Fire and Theft policies set on fire Class A hire car, for up to 14 days, or up until your settlement cheque is received (whichever is earliest) • Enhanced courtesy car cover on • My car is being repaired by a • The Approved Repairer will provide comprehensive policies Aviva Approved Repairer you with a Class D courtesy car for the duration of repairs • My car is being repaired by a repairer • No courtesy car will be provided if an of my choice Approved Repairer is not used • My car cannot be repaired or has • Your claims handler will arrange for been stolen a Class D hire car, for you for up to 14 days, or up until your settlement cheque is received (whichever is earliest) • My car is a ‘grey’ import and needs to • If your car is a ‘grey’ import (whether be repaired you are aware of this or not) we will provide you with a Class D courtesy car for seven days only • Enhanced courtesy car cover on • My car has been stolen or has been • Your claims handler will arrange for a Third Party, Fire and Theft policies set on fire Class D hire car, for up to 14 days, or up until your settlement cheque is received (whichever is earliest) Courtesy Car and Hire Car continued and Policy Cover Index 11 Policy Cover Index Third Party Third Party Cover Comprehensive Fire and Page No. Only Theft Loss of or damage to your car – if your car is lost, stolen Fire and Section 1 ✓ ✗ 12 or damaged Theft Only Liability to third parties – covering other people and Section 2 ✓ ✓ ✓ 14 their property Section 3 Injury to you or your partner ✓ ✗ ✗ 16 Section 4 Medical expenses and emergency treatment ✓ ✗ ✗ 16 Section 5 Rugs Clothing and Personal effects ✓ ✗ ✗ 16 Fire and Section 6 Child Seat Cover ✓ ✗ 16 Theft Only Section 7 Payments made under compulsory insurance regulations ✓ ✓ ✓ 16 Excluding Excluding Section 8 Emergency Treatment ✓ Vehicle Vehicle 16 Recovery Recovery Section 9 No-claim discount ✓ ✓ ✓ 17 Section 10 Glass in windscreens, sunroofs and windows ✓ ✗ ✗ 17 Section 11 Suspending cover ✓ ✓ ✓ 17 Continental use and compulsory insurance requirements – Section 12 ✓ ✓ ✓ 17 minimum insurance while driving on the continent Fire and Section 13 Replacement Locks ✓ ✗ 18 Theft Only If shown on Section 14 Gold Club Benefits ✗ ✗ 18 schedule Section 15 Continental Breakdown and Accident Recovery ✓ ✗ ✗ 20 Cover for your Vehicle claim to the owner described in that the Isle of Man after the repairs Section 1 agreement. Our liability under this have been carried out. Loss or Damage to Your Car policy will then end. In providing accident recovery assistance we will use our reasonable If your car is lost, stolen or damaged, Accident recovery care and skill when providing the we will: Within the territorial limits we can service. We can, however, cancel • Pay for your car to be repaired; or arrange for the protection and services or refuse to provide them if, removal of your car to the nearest in our opinion, the demands made are • Replace your car; or repairers. In the event of an accident excessive, unreasonable or impractical. • Pay you a cash amount equal to the please ring our Clubline and we will arrange for the following at no New car replacement loss or damage. additional cost: We will replace your car with a new We may decide to use suitable parts car of the same make and specification • Someone to come out and help. If or accessories not supplied by the your car cannot be made (if one is available in the UK) if, within original manufacturer. roadworthy immediately it will be 12 months of you or your partner The same cover also applies to: taken to our nearest approved buying the car from new: repairer. • Accessories • the cost of repairing any damage • Your car can be taken to a repairer covered by the policy is more • Spare parts of your choice if this is nearer, but than 60% of the car’s list price this may lead to delays in (including car tax and VAT) when relating to your car while these are in arranging the repairs to your car. you bought the car; or or on your car or while in your private garage. • Transport for you and your • your car is stolen and not recovered. passengers home or for the The most we will pay will be the We will only replace your car if: completion of your car journey. market value of your car at the time • The onward transmission of any • you or your partner own the car or of the loss. messages on your behalf. are buying it under a hire-purchase If we know that you are still paying agreement (not a leasing, contract- • Delivering the car back to your for your car under a hire purchase or hire agreement, or other type of address in Great Britain, Northern leasing agreement we will pay any agreement where ownership of the Ireland, the Channel Islands and car does not pass to you); Cover for your Vehicle 13 • the Financing Company agrees; and Uninsured Driver Promise Excesses If the driver of your car is involved in • you or your partner are the first registered keeper of the car or you an accident caused by an uninsured or your partner are the second If your car is lost, stolen or damaged, motorist, we will refund the cost of registered keepers of the car, if any excess you have had to pay. You you are responsible for paying the your car has been pre registered in must provide: excess shown on your schedule, no the name of the manufacturer or matter how the loss or damage • The vehicle registration and the supplying dealer, providing at the happened. make/model of the car; and time of purchase by you or your The excess shown below will apply as • the driver’s details partner, the mileage of the car was less than 250 miles. well as any other excess for damage This promise only applies where the claims, while the person driving your driver of your car was not at fault for • Cars sold as ‘ex demonstrators’ and car is: the accident. ‘nearly new’ do not qualify for replacement under this section. a) aged 20 or under £250 b) aged 21 to 24 £150 Exceptions to Section 1 of your policy These excesses apply in addition Your policy does not cover the following: to any other voluntary or other (a) loss of use, wear and tear, compulsory excesses that may apply. depreciation, mechanical, electrical, electronic, computer failures or If you are only claiming for loss of breakdowns or breakages. or damage to the glass in your car’s (b) loss or damage arising from theft windscreen, sunroof or windows, whilst the ignition keys of your car or for any scratching of the bodywork have been left in or on the car. arising solely from the breakage of glass, the excesses set out above will (c) damage to tyres by braking or by not apply. You will, however, have to punctures, cuts or bursts. pay the first £75 of the cost of glass (d) loss or damage directly occasioned by replacement. This excess for glass: pressure waves caused by aircraft or other aerial devices travelling at sonic • will not apply when the glass is or supersonic speed. repaired rather than replaced (e) loss of value following repair. • overrides any other general (f) confiscation or requisition or destruction excess that would otherwise by or under order of any Government or apply to glass claims. Public or Local Authority. Liability to Third Parties Section 2 Liability of other persons Legal personal representatives Your liability driving or using your car We will insure you for all amounts On the same basis that we insure you If anyone who is insured under this which you may have to pay as a under this section, we will also insure section dies, his or her legal personal result of you being legally liable for the following persons: representatives will have the cover the insured person would have had under (a) a person’s death or injury • any person you give permission to drive your car provided that your this section. (b) damage to their property up to a certificate of motor insurance maximum amount of £20,000,000 allows that person to drive (excluding claimant’s costs and Legal costs expenses and any other costs and • any person you give permission to expenses) and up to £5,000,000 use (but not drive) your car, but for claimant’s costs and expenses only whilst using it for social, We will pay the following legal costs and any other costs and expenses domestic and pleasure purposes if they relate to an incident which is incurred with our written consent covered under this section: • any passenger travelling or getting in relation to damage to their • The fees of solicitors we ask to into or out of your car. property as a result of an accident represent anyone we insure under caused by: • the employer or business partner of this section at a coroner’s inquest the person using any car for which • your car or fatal accident inquiry, or to cover is provided under this section defend any proceedings in a • any other car driven by you in while the car is being used for court of summary jurisdiction. Great Britain, Northern Ireland, the business purposes permitted under Republic of Ireland, the Channel the policy, except that we shall not • Fees for legal representatives Islands and the Isle of Man which be liable where: we ask to defend anyone we does not belong to you or is not insure under this section when – the vehicle belongs to or is hired hired to you under a hire purchase proceedings are taken for by such employer or business agreement, provided that your manslaughter or reckless or partner certificate of motor insurance dangerous driving. indicates that you can drive such – the insured is a corporate body vehicle or firm. – the vehicle has not been seized by, or on behalf of any government or public authority and is not the vehicle identified on your certificate by its registration number • any trailer while it is being towed by your car. Liability to Third Parties 15 Exceptions to Section 2 of your policy 1. Except to the extent that we are In respect of terrorism, where we are The cover under this section will not apply obliged by the Road Traffic Acts to obliged by the Road Traffic Acts to provide in the following circumstances. provide insurance to; insurance, the maximum amount we will (a) any direct or indirect consequence pay for damage to property as a result (a) If any person insured under this section of an act or acts of terrorism, of any accident or accidents caused by a does not keep to the terms, exceptions whether or not such consequence vehicle or vehicles driven or used by you and conditions of this policy. The cover has been contributed to by any or any other person, and for which cover will also not apply if the insured other cause. Terrorism includes is provided under this section, will be: person can claim under another policy. but is not limited to: • £5,000,000 in respect of all (b) If the death of, or injury to, any • the use or threat of force and/or claims resulting directly or employee of the insured person violence and/or indirectly from one originating arises out of, or in the course of, cause; or that employee’s duties, unless we • harm or damage to life or to must provide cover under the Road property (or the threat of such • such greater sum as may in Traffic Acts. harm or damage) including but the circumstances be required not limited to harm or damage to meet the minimum insurance (c) For anyone we insure who claims by nuclear, chemical, biological requirements of the Road under this section, if the claim relates and/or radiological means; Traffic Acts. to loss or damage to property that belongs to them or is in their care. when any such act is committed by (d) If the damage being claimed for has any person(s) or group(s) of persons in happened to any vehicle covered by whole or in part for political, religious, this section. ideological or similar purposes, or is claimed to be committed in whole or (e) While any vehicle is being used on: in part for such purposes: – part of an aerodrome or airport used • Any action taken in controlling, for aircraft taking off and landing; preventing, suppressing or in any – aircraft parking areas including other way relating to (a) above. service roads; – ground equipment parking areas; or – any parts of passenger terminals within the Customs examination area; unless we are liable under the Road Traffic Acts. Additional Covers will contribute up to £100 per child seat Section 3 Section 4 towards the cost of a replacement even Injury to you or to Medical expenses if there is no apparent damage, subject your partner If you, or any other person in your car, to you making a claim under Section I of are injured as a direct result of your your policy. If you or your partner suffer accidental car being involved in an accident, we bodily injury in direct connection with will pay the medical expenses arising Section 7 your car or while getting into, out of in connection with that accident. The Payments made under or travelling in any other private car, most we will pay for each injured compulsory insurance not belonging to you or hired to you person is £100. regulations and rights under a hire purchase agreement, we of recovery will pay to the injured person £2,500 if, within three months of the accident, Section 5 the injury is the sole cause of: Personal Belongings If the law of any country in which this policy operates requires us to settle • death a claim which, if this law had not We will pay you (or, at your request, • irrecoverable loss of sight in one the owner) for loss or damage to existed we would not be obliged to or both eyes personal belongings caused by fire, pay, we reserve the right to recover theft or accidental means whilst they such payments from you or from the • loss of any limb. person who incurred the liability. are in or on your car. The most we will pay any one person The maximum amount payable for after any accident is £2,500. any one incident is £150 subject to The most we will pay any one person you making a claim under section 1 of Section 8 during any one period of insurance your policy. Emergency treatment is £5,000. We will reimburse any person using If you or your spouse/domestic partner Exceptions to Section 5 of your policy your car for payments made under the have any other policies with us in We will not pay for: Road Traffic Acts for emergency respect of any other car or cars the (a) money, stamps, tickets, documents medical treatment. injured person will only be able to or securities obtain compensation for their injuries (b) goods or samples carried in connection Vehicle Recovery - (only available to under one policy. with any trade or business. customers with Comprehensive Cover) If you or any named driver as shown (c) any rugs, clothing and personal effects Exceptions to Section 3 of your policy on your certificate of motor insurance if your vehicle is a motor caravan. This personal accident insurance does are taken seriously ill requiring not cover: treatment from a qualified medical Section 6 practitioner and cannot continue (a) corporate bodies or firms. Child seat cover your/their journey the following (b) death or bodily injury arising from recovery service is available for your suicide or attempted suicide. If you have a child seat fitted in your car car as described on your certificate of and your car is involved in an accident motor insurance: or damaged following fire or theft we Additional Covers 17 Transportation of your car to your may lose your no claim discount We will pay this refund when you ask home or single address anywhere in temporarily. Once our investigation is for the cover to start again. If you Great Britain, Isle of Man and the complete and we have confirmed that want us to suspend your cover, you Channel Islands. the accident was the fault of the must return your certificate of motor You will be required to produce a uninsured driver, we will restore your insurance immediately. medical certificate prior to the no claim discount and refund any During the period when cover is provision of this service. extra premium you have paid. suspended, we will continue to What is not covered: Where you have made a claim, we may provide cover for loss or damage reduce your no claim discount in line caused by fire or theft while your • Any incident which occurs outside with the scale that we apply at that car is in a locked private garage. Great Britain, Isle of Man and the time. Channel Islands. A refund of premium is not allowable We do not grant no claim discount for under a policy where the total period • Any incident where your car is policies running for less than 12 of cover is less than 12 months. within a quarter of a mile of your months. If we allow you to transfer home address or place where your The cover is not available if your car is this policy to another person, any no a Motor Caravan. car is usually kept. claim discount you have already • Any incident where your car is earned will not apply to the person to Exceptions to Section 11 of your policy disabled, has suffered mechanical whom the policy is being transferred. or electrical breakdown or failure, We will not pay for the following: or is unroadworthy. Section 10 (a) Loss of use, reduction in value, Glass in windscreens, wear and tear, or mechanical, electrical • Any incident where illness is sunroofs or windows or computer breakdowns, failures or directly caused by or due to the breakages. effects of alcohol and or drugs. Any payment we make for repairing (b) Loss of value following a repair. A claim solely under this section will not affect your No Claim Discount. or replacing glass in your car’s (c) Loss or damage arising from theft windscreen, sunroof or windows (or while the ignition keys of your car Section 9 for any scratches on the bodywork have been left in or on the car. No Claim Discount caused directly by the broken glass) will not affect your no-claim discount. Section 12 If no claim is made under your policy, Continental use/compulsory we will increase your no claim Section 11 insurance requirements discount when you renew your policy Suspending cover in line with the scale we apply at that In compliance with EU Directives this time. Where the accident was not If your car will be out of use for a policy provides, as a minimum, the your fault and the driver was continuous period of 28 days or more, necessary cover to comply with the laws uninsured, you will not lose your no and this is not a result of any loss or on compulsory insurance of motor claim discount. damage covered by this policy, we may vehicles in: suspend your cover and refund part of If your renewal is due and • any country which is a member of your premium for the laid-up period. investigations are still on-going, you the European Union Additional Covers continued • any country which the Commission If you take your car abroad • the lock transmitter and central of the European Communities is All countries within the territorial locking interface. satisfied has made arrangements to limits have agreed that a Green Card Provided that you can establish to meet the requirements of Article is not necessary for cross border travel. our satisfaction that the identity or 7(2) of EC Directive 72/166/EEC Your certificate of motor insurance garaging address of your car is known relating to civil liabilities arising should, therefore, provide sufficient to any person who is in possession of from the use of a motor vehicle. evidence that you are complying with your keys or transmitter. In addition to this minimum cover, the the laws on the compulsory insurance of motor vehicles in any of these Your No Claim Discount will not be policy provides the cover shown in the countries that you visit. disallowed solely as a result of a claim schedule in any country in the under this section. territorial limits, subject to: If, however, you contact your • your car being normally kept in insurance adviser at least two weeks before departure, he/she will be able Section 14 Great Britain, Northern Ireland, the Gold Club Benefits Channel Islands or the Isle of Man to provide you with our ‘Driving on the Continent’ booklet. This booklet • use of your car for visits to contains useful information on driving This section operates if you have countries outside Great Britain, abroad, what to do and who to selected Comprehensive Gold cover Northern Ireland, the Channel contact in the event of an accident as indicated in your policy schedule. Islands and the Isle of Man being of and statements in the main European a temporary nature, not exceeding Hire car, overnight accommodation languages for presentation to the three months in any one trip. If your car has been disabled through police or other officials confirming an accident covered under Section 1 Cover includes: that you have proper insurance to of this policy in Great Britain, drive in their countries. • transit by sea, air or rail in or Northern Ireland, the Channel Islands between countries within the There is no cover for countries outside or the Isle of Man, RAC may, at its territorial limits the territorial limits. We may, discretion, offer you or any person however, be prepared to extend cover permitted to drive as described under • reimbursement of any customs duty to certain places by special request, ‘5 – Persons or Classes of Persons you may have to pay after in which case we will provide you entitled to drive’ in the certificate of temporarily importing your car into with a Green Card and an additional motor insurance either: any country within the territorial premium will be required. limits, subject to your liability • a hire car of up to 1600cc for arising as a direct result of a claim 24 hours subject to the hirer’s terms covered under this policy Section 13 and conditions. This free period of Replacement locks • general Average contributions, hire must commence within 48 Salvage charges and Sue and Labour hours after your car If the car keys or lock transmitter of charges whilst your car is being was damaged and excludes fuel your car is lost or stolen we will pay transported by sea between any costs, parking fees and fines; or for the cost of replacing: countries within the territorial limits, • overnight accommodation for provided that your car is covered for • the door locks and/or boot lock the passengers and driver up to loss or damage under this policy. • the ignition/steering lock a maximum of £150 in total. This Additional Covers continued 19 does not include, however, the cost Increased medical expenses cover In addition, RAC will arrange for one of providing meals or drinks; or The amount payable under Section 4 of the following options, at no of this policy if you or any other additional cost, if your car breaks • a refund of the cost of public occupant of your car is injured as a down away from home and cannot be transport for the driver and up direct result of your car being involved repaired within a reasonable time: to seven passengers to reach the in an accident is increased to £300 in end of their journey subject to a • onward transportation for the respect of each person injured. maximum of £150. You will need driver, your car, up to seven to produce receipts in order to All other terms and exceptions passengers and any caravan/ claim for this. applicable to Section 4 continue trailer on tow at the time, to the to apply. destination of the driver’s choice, If your car has been stolen and not in one non-stop journey. This facility recovered arrangements will be made Breakdown assistance may also be provided if the driver to provide alternative transport up to Cover under this section is provided falls ill and there are no passengers a total value of £150 in order to by RAC Motoring Services and/or RAC who can drive the vehicle so that complete the journey. Insurance Limited. Cover is provided in the journey cannot be completed. Great Britain, Northern Ireland, the In these circumstances it will be at Increased personal accident cover for Channel Islands and the Isle of Man the discretion of RAC whether this you and your spouse/domestic partner for you or any person permitted to service is offered. Some form of The payment indicated under Section 3 drive as described under ‘5 – Persons medical certification will be of this policy in the event of death, or Classes of Persons entitled to drive’ required; or irrecoverable loss of sight in one or in the certificate of motor insurance. both eyes or the loss of a limb, is • a hire car of up to 1600cc for increased to £5,000 for any one person. If your car, or a trailer/caravan being 24 hours subject to the hirer’s towed by it, breaks down, ring the terms and conditions to enable The most we will pay any one person Clubline and RAC will arrange for the you to complete your journey. during any one period of insurance is following at no additional cost: This excludes fuel costs, parking increased to £10,000. fees and fines; or All other terms and exceptions Your car • overnight accommodation for applicable to Section 3 continue • someone to come out and help. the passengers and driver up to to apply. If your car cannot be repaired a maximum of £150 in total. This immediately it will be taken to a Increased rugs, clothing and personal does not include, however, the cost nearby garage or a closer one of effects cover of providing meals or drinks; or your choice where you can arrange The maximum amount payable for for repairs to be made • a refund of the cost of public any one incident under Section 5 transport for the driver and up • assistance if your car will not start of this policy is increased to £200. to four passengers to reach the while parked at home. If your car All other terms and exceptions end of their journey subject to cannot be repaired immediately it applicable to Section V continue a maximum of £150 in order to will be taken to your local garage. to apply. complete the journey. If your car needs to be towed it must display a valid road tax disc. Additional Covers continued Any private car – is carrying a dangerous or illegal load Cover is provided in the specific The following cover is provided in – cannot be recovered by normal instances below by RAC Motoring Great Britain, Northern Ireland, the trailers or transporters. Services and/or RAC Insurance Limited Channel Islands and the Isle of Man and is subject to an overall limit of In providing breakdown assistance RAC through RAC for any private car you £2,500. employees and contractors will use are travelling in as the policyholder, reasonable care and skill when providing RAC will arrange for the following: either as the driver or as a passenger: the service. RAC can, however, cancel (a) If your car breaks down, or • someone to come out and help. services or refuse to provide them if, If the vehicle cannot be repaired in their opinion the demands made are (b) Is disabled as a result of an accident immediately it will be taken to a excessive, unreasonable or impracticable. covered under Section 1 of your nearby garage where repairs can policy whilst being driven by you or be carried out. any person permitted to drive as Section 15 Continental breakdown and described under ‘Persons or Classes • assistance if the vehicle you are accident recovery of Persons entitled to drive’ in the intending to travel in will not certificate of motor insurance. start while parked at its normal residence. If you have Standard Comprehensive Whilst you are in the UK: cover, as indicated in your policy • a self-drive hire car, including Exceptions to Section 14 of your policy schedule, you also qualify for collision damage waiver and a continental breakdown and Breakdown assistance will not cover: replacement Green Card if accident recovery. • the cost of any ferry crossings or necessary up to a value of £750, if: toll charges No breakdown cover or accident – as a result of a road accident, recovery applies whatsoever if you • the recovery of any car if it is stuck in fire or theft within seven days have Third Party Fire and Theft or water, a bog, a ditch or on a beach or before your departure, your Third Party Only cover. if it has been overturned unless this vehicle cannot be repaired or forms part of your insurance claim If you have Comprehensive Gold recovered (in the case of theft) • the repair or recovery of any car if it cover, as indicated in your policy in time for the journey; or breaks down at the premises of a schedule, you can also enjoy – your vehicle breaks down on the motor trader breakdown cover in Great Britain, way to the port you are leaving Northern Ireland, the Channel Islands • the cost of spares, petrol, oil, keys or from and RAC confirms that it and the Isle of Man. other materials and garage labour cannot be repaired the same day. • the carriage of any livestock which This section provides breakdown Please note that any hired require special transportation facilities cover and accident recovery for the vehicle provided in the UK territorial limits of the policy excluding • any vehicle which: cannot be taken abroad. Once Great Britain, Northern Ireland, the – is over 5.5 metres in body length you are abroad the cover stated Channel Islands and the Isle of Man, under section ‘Whilst you are – is a caravan or trailer over 7 metres although the breakdown service will abroad’ will be provided. in body length be provided if you are on route to or – weighs more than 3.5 tonnes (gross from a port immediately prior to or vehicle mass) subsequent to travelling abroad. Additional Covers continued 21 Whilst you are abroad: • a replacement driver, if a registered abroad during the journey and doctor declares the only qualified has not been found, we will pay • emergency roadside assistance driver is medically unfit to drive and indemnity against Continental up to a maximum of £175 (not there are no passengers who can or Irish Customs claims for any including the cost of any parts). legally drive the car to complete the liability for duty claimed. This does If your car cannot be repaired journey. In these circumstances it not include any import duties that immediately it will be taken to a will be at the discretion of RAC do not relate to your vehicle. nearby garage. In the event of a whether a replacement driver is Whilst you are abroad RAC may, breakdown we will pay either: provided, to enable you to reach at its discretion, offer you or any – a contribution towards labour your destination or return home. permitted driver: charges if it is possible to repair your • repatriation of the car to your home • overnight accommodation expenses vehicle to enable you to continue address or your nominated repairer for the driver and passengers up your journey on the same day, or in Great Britain, Northern Ireland, to £35 per person per day, subject – inspection fees to confirm your the Channel Islands or the Isle of to an overall maximum of £560 vehicle cannot be repaired by Man, if your car cannot be repaired in total. This does not include, your return travel date. before the end of your holiday however, the cost of meals or drinks. period, subject to the cost of the • onward transportation, if your • If you are intending to camp but repatriation not exceeding the car cannot be repaired within your tent is stolen or accidentally market value of your car. 12 hours, we will provide you with damaged so that you cannot use it, a replacement car to enable you • emergency repairs to make your we will pay up to £35 per person with up to 14 days self-drive car vehicle secure again if the each day towards accommodation hire (including collision damage windows, windscreen or locks of expenses to a total of £560 or, in waiver, delivery charge and Green your vehicle have been damaged certain circumstances, authorise the Card if required), or we will pay for by somebody trying to break into cost of a replacement tent. This does standard/second class rail, it. In this instance you must obtain not include any damage to your tent or both, so that you and up to a police report. caused by weather conditions, or any 7 passengers are able to continue cost if your tent was stolen and you • passing an urgent message from our your journey or return home. do not get a police report. control centre to your relatives or a Any hired vehicle cannot be close business colleague if If we have agreed to an extension brought into the United Kingdom, your vehicle cannot be moved as of the territorial limits and you have as we will arrange for a second hire it has broken down or been in an been issued with an international vehicle, costs for which are limited accident, damaged by fire or stolen. motor insurance card (Green Card) the to £250, to get you home once you breakdown cover outlined above is • if your vehicle cannot be return to the United Kingdom. RAC extended to apply to these countries, reasonably repaired as a result of will use its best endeavours to find but only for the period shown in the fire or theft which has happened a car of similar, but not exact, Green Card. abroad during the journey and it specification as your own car to has to be scrapped under Customs In providing breakdown assistance ensure that you can carry the same supervision in the country where RAC employees and contractors will number of passengers and amount it is situated, or it has been stolen use reasonable care and skill when of luggage. providing the service. RAC can, Additional Covers continued however, cancel services or refuse to • the cost of spares or parts, petrol, provide them if, in their opinion the Telephone Numbers oil, keys or other materials and demands made are excessive, garage labour unreasonable or impractical. • any vehicle that cannot be recovered If you are unfortunate enough to We will provide emergency assistance by normal trailers or transporters require Breakdown and/or Accident by one of our contractors in the event Assistance, please use these telephone • breakdown due to lack of oil or water, of vehicle breakdown, accident, fire numbers: frost damage, rust or corrosion, or or theft, or when the only qualified unserviceable/unroadworthy tyres. driver is unfit to drive. This cover Calls from outside the UK: • the transportation of any vehicle or applies in any country within the (00 44) 161 866 4114 trailer that contains horses or livestock territorial limits or any other country Calls from within the UK: • the cost of any self-drive car hire where we have agreed to an collection charges extension of cover and have issued 0800 678 999 you with a Green Card. • any cost arising from an incident not For our joint protection telephone calls reported to our control centre Every effort is made to ensure a may be recorded and/or monitored. • the cost of any meals or any other quality service is provided in Eastern Once your details have been taken, extra hotel costs European countries but this may not one of our Personal Incident Managers • any vehicle which is carrying a necessarily be of the same standard will ring you back, if possible, and dangerous or illegal load. as in Western Europe. The situation explain the appropriate action for varies from country to country but your circumstances. time delays may occur, telephones are sometimes not available, garage facilities may be inadequate, spare Exceptions to Section 15 of your policy parts are often not available, etc. You Continental breakdown and accident should also be aware that unleaded recovery will not cover: fuel may not be widely available. • the cost of any ferry crossings or Remember: Always carry all vehicle toll charges and insurance documentation when • the cost of recovery of your car if it is driving and never leave it in an stuck in water, a bog, a ditch or on a unattended vehicle. beach or if it has been overturned unless this forms part of your insurance claim Additional Covers continued and General Exceptions 23 General Exceptions Your policy does not cover the following: you had no knowledge of such • the radioactive, toxic explosive or (a) Any accident, injury, loss or damage deficiency. other hazardous properties of any while any vehicle that is insured under 3. Any vehicle driven by you, unless you explosive nuclear assembly or this policy is being: hold a licence to drive the insured nuclear component thereof. 1. Used otherwise than for the vehicle or have held a licence and (d) Any consequence whatsoever resulting purposes described under the are not disqualified from holding or directly or indirectly from or in ‘Limitations as to use’ section of obtaining such a licence. connection with any of the following your certificate of motor insurance 4. Driven by anyone else with your regardless of any other contributory general consent who, to your cause or event: 2. Driven by any person other than anyone who is described under the knowledge, does not have a licence 1. War, invasion, act of foreign to drive your car, has never held enemy, hostilities or a warlike section of your certificate of motor one or is disqualified from holding operation or operations (whether insurance headed ‘Persons or or obtaining such a licence. war be declared or not), civil war, Classes of Persons entitled to drive’. We will not withdraw this cover: (b) Any liability you have accepted in an rebellion, revolution, insurrection, agreement which you would not have civil commotion assuming the • while your car is in the custody or had if that agreement did not exist. proportions of or amounting to an control of a member of the (c) 1. Loss or destruction of, or damage to, uprising, military or usurped power motor trade for the purposes of maintenance or repair, or while any property or any associated loss or 2. Any action taken in controlling, your car is being parked by expense, or any other loss; or preventing, suppressing or in any way an employee of a hotel or 2. Any legal liability relating to (a) above except so far as restaurant or car parking service is necessary to meet the requirements that is directly or indirectly caused of the Road Traffic Acts. • if the injury, loss or damage was by, contributed to by or arising from: caused as a result of your car (e) Any accident, injury, loss or damage • ionising radiations or being stolen or having been (except under Section 2) arising during contamination by radioactivity taken without your permission or as a result of: from any irradiated nuclear fuel • by reason of the person driving or from any nuclear waste from 1. An earthquake not having a driving licence, if the combustion of nuclear fuel 2. A riot or civil commotion that happens outside Great Britain, General Exceptions continued the Isle of Man or the Channel Islands except where such liability is required to be covered by the Road Traffic Acts. (f) Any accident, injury, loss or damage if your vehicle is registered outside Great Britain, Northern Ireland, the Isle of Man or the Channel Islands. (g) A seat occupied by a child would fall for replacement when: • the repairs include the renewal (not solely repair) of cosmetic or structural panels of the vehicle, excluding from panels such as superficial grill panels and cover panels OR • where the airbag(s) have deployed or the seat belts require replacement due to accident impact. General Exceptions continued and General Conditions 25 General Conditions claim. The person who is seeking to your last known address. You will be 1. Claims procedure payment under this policy shall give us entitled to a refund of the premium paid all the information and assistance subject to a deduction for the time for necessary for us to achieve a settlement. which you have been covered. (a) As soon as reasonably possible after any accident, injury, loss or (c) You must tell the police immediately if If you do not pay the premium (or any part damage (including glass damage), you any property is lost, stolen or damaged. of the premium under the payment option or your legal personal representatives you have chosen), by the due date, we may must telephone us giving full details of cancel this policy with effect from the end the incident. 2. Cancelling this policy of the last period for which a payment has Any communication you receive about been made. the incident should be sent to us Following the expiry of your statutory immediately. You or your legal personal cooling off period, you continue to have representatives must also let us know Other insurance the right to cancel your policy at any time immediately if anyone insured under during its term. If you do so, you will be this policy is to be prosecuted as a entitled to a refund of the premium paid If at the time of any claim arising under result of the incident or if there is to be subject to a deduction for the time for this policy there is any other insurance an inquest or a fatal accident inquiry. which you have been covered. This will be policy covering the same loss, damage or (b) You, or anyone else claiming under this calculated on a pro-rata basis for the liability, we will only pay our share policy, must not admit to any claim, period which you received cover and there of the claim. This condition does not apply promise any payment or refuse any will also be an additional charge of up to to personal accident benefits under Section claim without our written consent. If we £10 (subject to Insurance Premium Tax 3, which will be paid as indicated under want to, we can take over and conduct where applicable) to cover the that section. This provision will not place in your name, or the name of the administrative cost of providing the policy. any obligation upon us to accept any person claiming under the policy, the You should also return your certificate of liability under Section 2 which we would defence or settlement of any claim or motor insurance immediately following otherwise be entitled to exclude under take proceedings for our own benefit to cancellation. Exception 1. to Section 2. recover any payment we have made under this policy. We shall have full We (or any agent we appoint and who discretion in the conduct of any acts with our specific authority) may proceedings or the settlement of any cancel this policy by sending 7 days notice General Conditions continued selected annual mileage basis. Where Your duty to prevent loss Monthly premiums the annual mileage has been exceeded or damage your premium will be increased to that which applies to the mileage driven. 6. You shall at all times take all 10. If you have elected to pay monthly If we become aware that the annual reasonable steps to safeguard your premiums, the first two monthly mileage has been exceeded at the car from loss or damage. You shall premiums are due on the time of a claim the additional premium maintain your car in efficient condition commencement date of the will be deducted from the claim and we shall have, at all times, free insurance (this advance premium payment. The higher premium will access to examine your car. is not refundable). The following apply from the commencement of 10 monthly premiums will be due the period of insurance. on the same day of each month Arbitration commencing in month two and ending in month 11. At renewal, Car sharing and insurance monthly premiums will be due on the 7. Except for claims under Section 3, same day in the month to which they where we have accepted a claim relate. If the initial premium is not (a) If you receive a contribution as part of and there is disagreement over the paid we may cancel this policy with a car sharing arrangement involving amount to be paid, the dispute must effect from the commencement date. the use of any car insured under this be referred to an arbitrator to be policy for carrying passengers for agreed between you and us in If one or more premiums have been social or similar purposes, we will not accordance with the law at the time. paid, non-payment of any subsequent consider this to be carrying passengers When this happens, a decision must premium on the date it falls due will for hire or reward provided: be made before you can take any give us the right to cancel the policy legal action against us. with effect from the date to which • the vehicle is not constructed or that premium relates. adapted to carry more than eight Your duty to comply with passengers (excluding the driver) You will be provided with one month’s policy conditions • the passengers are not being cover for each monthly premium paid during the period of insurance. carried in the course of a business 8. Our provision of insurance under this of carrying passengers policy is conditional upon you observing In the event of a total loss claim under and fulfiling the terms, provisions, this policy, all remaining monthly • the total contributions received conditions and clauses of this policy. premiums for the period of the for the journey concerned do insurance contract will immediately not involve an element of profit. become due. We reserve the right to Fraud deduct this amount from the claims settlement. Important 9. If any claim is in any way fraudulent or if you or anyone acting on your 13. If your car is used under a car sharing behalf has used any fraudulent means, Mileage arrangement and there is any doubt including inflating or exaggerating the as to whether this arrangement is claim or submitting forged or falsified 11. We reserve the right to establish covered by the terms of your policy documents, all benefit under this policy the mileage on your car at any time you should immediately contact us shall be forfeited. where your policy has been rated on a for confirmation. General Conditions continued and Complaints Procedure 27 Complaints Procedure a group annual turnover of less than What to do should you Our Promise of Service £1 million, a charity with an annual be dissatisfied income of less than £1 million or a trustee Our goal is to give excellent service to of a trust with a net asset value of less Seek resolution by your insurance advisor all our customers but we recognise that than £1 million. If, however, we do not or usual Aviva point of contact things do go wrong occasionally. We take resolve your complaint within 40 working all complaints we receive seriously and If you are disappointed with any aspect days, the FOS will accept a direct referral. aim to resolve all our customers’ problems of the handling of your insurance we Whilst we are bound by the decision promptly. To ensure that we provide the would encourage you, in the first of the FOS, you are not. Following the kind of service you expect we welcome instance, to contact the manager complaints procedure does not affect your feedback. We will record and concerned. You can write or telephone your right to take legal action. analyse your comments to make sure we us, whichever suits you, and ask your continually improve the service we offer. contact to review the problem. If you remain unhappy with the decision What will happen if you receive, you may write to the Chief you complain Executive UK Insurance, Aviva, PO Box 6, 8 Surrey Street, Norwich NR1 3NS. • We will acknowledge your complaint If you are dissatisfied with our final within 2 working days of receipt decision (from the Chief Executive Officer), • We aim to resolve complaints, you can refer the matter to the Financial following assessment and investigation Ombudsman Service (FOS). Full contact as quickly as possible. details of both our Chief Executive and the FOS will be provided when we write in Most of our customers’ concerns can be response to your complaint. resolved quickly but occasionally more detailed enquiries are needed. If this is Note that the FOS will only consider likely, we will contact you with an update your complaint if you have given us the within 10 working days of receipt and opportunity to resolve it and you are give you an expected date of response. a private policyholder, a business with Financial Services Compensation Scheme We are members of the Financial Services Compensation Scheme (FSCS). You may be entitled to compensation from this scheme if we cannot meet our obligations, depending on the type of insurance and the circumstances of your claim. For cover required by the Road Traffic Acts you would be covered in full for any claim, for any other type of claim you would be covered for all of the first £2,000 and 90% of the remainder, in each case without any upper limit. Further information about the scheme arrangements is available on the FSCS website www.fscs.org.uk or write to Financial Services Compensation Scheme, 7th Floor, Lloyds Chambers, Portsoken Street, London E1 8BN. Aviva Insurance UK Limited. Registered in England Number 99122. Registered Office: 8 Surrey Street Norwich NR1 3NG. BCOTR1258 (V28) 06.2009 (A) Authorised and regulated by the Financial Services Authority.
"Private Car Policy - Insurance"