You can cover the world - American Express Insurance

Transcription

You can cover the world
MY ESSENTIALS AT A GLANCE
Welcome to My Essentials
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Making a claim
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Policy Summary
8
Terms and Conditions
We’ll cover your essentials
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CALL 08000 22 43 55
Lines are open 24 hours a day, 365 days a year for assistance and support services. For registering items, lines are open 8am-8pm Monday to
Friday, 8am-5pm Saturday, excluding UK bank holidays. Calls may be monitored and recorded for training and compliance purposes. Calls to
an 0800 number are free from all BT landlines, for all other telephone network service providers a charge may apply. My Essentials is sold by
American Express Insurance Services Europe Limited, registered in England and Wales, company no. 05048826, 76 Buckingham Palace Road,
London, SW1W 9AX, is authorised and regulated by the Financial Conduct Authority (FCA), registration no. 311684. My Essentials is provided
by Affinion International Limited, registered in England and Wales company no 1008797. Registered Office: Charter Court, 50 Windsor
Road, Slough, Berkshire, SL1 2EJ. Authorised and regulated by the FCA in respect of insurance mediation activities only under registration no.
311584. You can check this on the Financial Services Register by visiting http://www.fca.org.uk/register or by contacting the FCA on 0800
111 6768. Affinion International Limited acts as an intermediary for arranging the insurance and provides the administration of the associated
services. This insurance is underwritten by AmTrust Europe Limited. Registered in England number 01229676. Registered Office: Market Square
House, St. James’s Street, Nottingham, NG1 6FG, United Kingdom. AmTrust Europe Limited is authorised by the Prudential Regulation Authority
and regulated by the Financial Conduct Authority and the Prudential Regulation Authority. Financial Services Register No. 202189
MES027 0114
WELCOME TO MY ESSENTIALS WITH PROTECTION
Contents
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Make the most of your gadgets and personal possessions
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Complete Protection4
Loss of Key Insurance
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Assistance and support services
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Policy Summary8
Terms of Business
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Terms and Conditions
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Essential cover for essential items
It’s good to know that your everyday essentials are now covered.* And if you have any family
members that live with you, their gadgets and personal possessions are covered too.
Imagine the situation – you drop your brand new mobile phone and smash the screen. Or you lose
your briefcase complete with keys, money and cards. Or the children spill hot chocolate all over your
laptop. Your partner may even have their bag stolen along with their camera, sunglasses and the
brand new watch you bought them for Christmas.
Now imagine the relief when you realise that as a My Essentials member, you’re covered.
We’re here 24 hours a day should you need us – to make a claim, report your cards stolen or if you
are stranded and need assistance. The minimum total claim value is £50 and the maximum total
claim value is £1,500 for gadgets and personal possessions. There is no excess payable on claims.
*Please remember, you’ll need to register your more expensive items (including
those of your resident family), if you wish to be fully covered - read on to find
out more.
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“MyEssentials
Essentials
includes
worldwide
My
includes
worldwide
cover
cover
for
up
to
90
days
each
year
– so
for up to 90 days each year – so now you
nowgowe
go on
holiday
without
can
oncan
holiday
without
worrying
about
what
you can
and what
can’t take
withand
you.
worrying
about
we can
can’t take with us.”
Gadget and personal possessions cover
Telecommunications equipment
Mobile phones, including Smartphones and accessories such as Bluetooth headsets.
Start enjoying the peace of mind that comes with being a policyholder of My Essentials. You and
your family can now relax safe in the knowledge that all items up to a value of £250 are automatically
covered for loss, theft and accidental damage.
Portable audio equipment
Including MP3 players, media players, 2-way radios, portable CD players, headphones.
Portable everyday essentials
Wallets, purses, jewellery, watches, glasses, cosmetics, perfume, pens, sunglasses and more.
And if you have any items that are valued up to £1,500, they too will be covered once you have
registered them by calling 08000 22 43 55 or by completing the registration form enclosed.*
Electronic gadgets must be under 36 months old at registration.
Portable TV and games equipment
Portable TV and DVD players, handheld game players.
What’s more, your items are covered worldwide for 90 days each year. The minimum total claim
value is £50 and there is no excess to pay on claims.
Take a look at the range of items listed opposite that are covered - please remember to register any
items you may have that are worth more than £250 with us as soon as possible.
Photographic equipment
Cameras, camcorders, lenses, binoculars.
*14 day deferred period applies to gadgets and personal possessions.
Portable computer devices
Laptops, tablets, e-book readers, portable hard drives, calculators, personal organisers.
Portable navigation equipment
GPS trackers, speed camera detectors, satellite navigation units.
Luggage items and accessories
Handbags, luggage sets, briefcases, suit carriers.
Small domestic and electronic beauty appliances
Toothbrushes, electric razors, hairdryers, hair straighteners, fitness monitors and more.
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A full list of all items covered and any exclusions are detailed on page 26 in the Terms and Conditions.
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Imagine how you would feel if your
designer handbag was stolen, containing
your credit cards and all the everyday
items that you couldn’t live without.
Now relax – as My Essentials has it covered.
Complete Protection
We’re always here for you
We all know that feeling – we panic thinking that our wallet or purse along with those
all–important cards has gone missing, and worry about what might happen if they are used
by someone else.
Now that you have My Essentials, you can relax knowing that in this situation, one call to us is all
it takes to give yourself total peace of mind – we’ll alert all your card issuers to organise your cards
to be cancelled and replacements issued. Although registering your cards is not a condition of the
membership, it will help make things as straightforward as possible if they go missing and you need
to replace them.
Register your cards now by calling us on 08000 22 43 55
We are here for you 24 hours a day, 365 days a year.
It’s the little extras that count
Losing your cards is one thing, but it often leads to a number of other issues. My Essentials
Protection provides a range of additional services to help make things easier for you.
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•
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Cash cover
You can claim up to £250 if you also lose any cash at the same time as your cards.
Key and luggage retrieval service
Attach the key tag included with your welcome pack to your keys straight away, and make sure
you attach the luggage tags to your bags when you travel. They have a unique code that will help
us to reunite you with these items if they go missing.
Cash advances
My Essentials will advance you up to £7,750 if you are stranded away from home when you lose
your cards and you are unable to access any money.*
*Cash advances are subject to status and repayable within 30 days of receipt.
Communication costs
Making calls and sending documents when you lose your cards can add up, especially if you are
abroad at the time. My Essentials provides up to £500 for communication costs to ensure you
are not out of pocket.
Document registration
Register the details of your important documents with us, so if you lose them whilst you are
away we can provide you with the information you’ll need to obtain replacements.
Identity document cover
Obtaining temporary travel documentation and replacing valuable documents such as your
passport, driving licence and birth certificate can be costly. That’s why we cover you for up to
£250 towards the costs of obtaining and replacing these personal documents when your current
ones are lost or stolen.
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You’re away from home and you lose
everything. Don’t worry – one call to
My Essentials and we’ll help you get home
safely. We can even advance you up to
£7,750 if required to cover the emergency.*
Loss of Key Insurance
Assistance and support services
Don’t leave home without it
Wherever you are, whatever you need – we’re here for you
Losing the keys to your home or car used to mean losing time and money – until now.
As a member of My Essentials you’ll never have to worry again. Because from now on we’ll look after
everything for you and make all the necessary arrangements for the following, if required:
Because we like to look after you as well as all of your essentials, we don’t just give you a 24 hour
helpline, we give you a whole lot more.
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24 hour recovery of your car if the locksmith cannot gain entry to your vehicle
Like full assistance if you are stranded, including up to £200 to cover a hotel or taxi home if
necessary. Or how about blocking your mobile phone if it’s stolen and texting your loved ones to let
them know what’s happened. We’ll even help you by researching and finding replacements for any
items that you have lost or had stolen.
Car hire for up to 3 days or transport costs if your car has to be recovered
Give us a call on 08000 22 43 55 and see what we can do to help you today.
Emergency call out of a locksmith if you are accidentally locked out
Replacement lock and key service for your home, home office, any vehicle, and safes
Cover up to £600 even if the key is broken in the lock.
Making a claim
Call My Essentials on 08000 22 43 55 or if you are calling
from abroad, please call us on +44 2392 67 67 63.
Please make sure that you report any loss or theft to both the police and My Essentials as soon as
possible after an event..
*Cash advances are subject to status and repayable within 30 days of receipt.
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POLICY SUMMARY
Features and Benefits
Significant Exclusions or Limitations
(cross references to the relevant sections of the policy are included)
Communication costs that are incurred in
locating medical assistance.
• Communication costs that are incurred in locating medical assistance
Communication costs in getting
documents back, assisting the police in
their enquiries and making a claim on any
personal insurance policy the member
has which provides cover for loss or theft.
• Communication costs which a member has incurred in:
• getting documents back
• assisting police with their enquiries
Personal money lost or stolen with cards.
This is a Policy Summary only and does not detail the full Terms and Conditions of the insurance policy. Full details
of which can be found in the Terms and Conditions included within this booklet. This Policy Summary only provides
details for the parts of your My Essential membership which are insured.
Identity documents
Up to £250 to replace Identity documents
lost or stolen.
We will pay up to a maximum of £250 per incident. The most we will pay is £250
per year.
My Essentials is underwritten by AmTrust Europe Limited. Affinion International are responsible for the
administration of the policy.
We will not pay for:
• More than three claims during any 12 month under this policy
• Any costs that are not directly related to communication costs
• Any costs incurred in replacing identity documents which have not been
pre-authorised by Affinion
• Any personal money not reported lost at the same time as reporting the incident
• Claims which do not include the necessary supporting documentation
See Section 2 Part A Protection Insurance - What is not covered
What is covered by My Essentials?
Subject to you selecting the specific cover and paying the relevant premium, My Essentials provides cover up to the
specified limits against:
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•
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communication costs, personal money and identity documents
loss or theft of your home, home office and/or your vehicle keys
accidental damage, loss or theft of your electronic gadgets including mobile phones
accidental damage, loss or theft of your personal possessions
taxi fare and/or hotel accommodation in the UK if your money and cards are stolen and you have no means to
get home or complete your journey.
The insurance only applies to residents of the UK and will be automatically cancelled if you move permanently
outside of the UK.
How does My Essentials work and how long does it last?
My Essentials lasts until your agreement is cancelled or terminated under the terms of the policy. You may need to
review this cover periodically to ensure that it remains adequate for your needs.
In respect of gadgets and personal possessions, there is a deferred period of 14 days from receipt of your
agreement or registration of the item. Please note that the relevant insured items are not covered under the policy
during the deferred period.
You have the right to cancel your policy without charge (unless you have made a claim) within 14 days from receipt
of your agreement, after which you may still cancel your policy, but will not be entitled to a refund.
What are the benefits provided by and significant exclusions and limitations of My Essentials?
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Part A - Protection Insurance
We will pay up to a maximum of £100 per incident for:
Communication costs looking for or
getting back lost or stolen keys.
• Communication costs a member has incurred in looking for or getting back lost
or stolen keys
Communication costs looking for or
getting back lost or stolen luggage.
• Communication costs a member has incurred in looking for or getting back lost
or stolen luggage
We will pay up to a maximum of £200 per incident for:
• The costs that a member incurs in obtaining temporary travel documentation
if a member’s passport is lost or stolen whilst travelling outside of the United
Kingdom. A maximum of 3 claims are allowed per year
Part B – Loss of Key Insurance
• the limit for a single claim is £600
(See: Part B - Loss of keys insurance - The limits)
Up to £600 to cover the costs of:
• a locksmith or motor assistance service
to gain access to your home, home
office, car, motorbike, motorhome or
caravan if keys are lost or stolen or the
key breaks in the lock.
• the cost of a hire-car and other
reasonable transportation charges for
up to three days if the locksmith or
motor assistance service cannot attend
or gain access to your vehicle within 24
hours of contacting My Essentials.
• recovery of the vehicle and passengers
to your home or a suitable garage
(whichever is the nearest) if the locksmith
or motor assistance service cannot
attend or gain access to the vehicle.
We do not cover:
• any non-domestic locks or keys, other than for your home office;
• claims for the loss or theft of vehicle keys which do not belong to vehicles
owned and being used by you or a registered member;
• any costs for gaining entry to your home, home office or vehicle other than
locksmith or motor assistance charges;
• locks damaged prior to the keys being lost or stolen;
• any costs other than the repair, replacement or fitting cost of the key(s) and
lock(s), agreed hire-car and/or other transportation charges.
• costs for a hire-car or transportation charges not agreed in advance by the
insurer
• alternative transportation or hire-car costs after 3 days;
• any costs or liabilities relating to the hire-car other than the rental fee,
excluding, but not limited to, fuel, excesses, damages, or top-up rental
fees. The provision of a hire-car is subject to availability and the terms and
conditions of the hire-car company.
See Section 2 Part B - Loss of keys insurance - What is not covered
• You are only able to claim a maximum of 3 claims per year, which also
includes claims on other sections of this policy, except under the Part A Protection Insurance Personal Money which is limited to £250 per year.
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Part C – Gadget and Possessions
Insurance:
A full list of acceptable items that can be covered under the terms of this
policy can be found in the ‘Items Covered’ section within the full Terms and
Conditions.
Part D – Assistance and Support
If your personal possession(s) or electrical
or mechanical item(s) is/are stolen,
accidentally damaged or lost during
the policy period we may at our sole
discretion reimburse you for the cost
of repairing or replacing it/them. Where
only a part or parts of your personal
possession(s) or electrical or mechanical
item(s) have been stolen, accidentally
damaged or lost, we will only pay for the
replacement of that part or parts.
Please retain the receipt(s) for gadget(s)
and personal possession(s) in a safe place
as these may be required in the event of
a claim.
We may settle your claim, at our sole
discretion, by repair, replacement or cash
settlement. We will advise you of the
method of settlement at the time your
claim is authorised.
The maximum claimable amount is £1,500 per incident.
Items with a purchase price of over £1,500 are not covered.
The maximum amount claimable for an unregistered item is £250.
See Section 2 Part C - What is covered
Any amount claimed for against this insurance must be over £50. This means
that if the total value of your claim is less than £50, you are not able to claim
against this policy.
If your product is replaced, it will be replaced with an identical product. If an
identical product is no longer available the replacement will be of equivalent
specification and quality. Replacement mobile phones, devices and accessories
will come from available stock (which may be refurbished). If the same make
and model is not available, for whatever reason, we will replace it with a product
of similar specification and quality, which will be determined by us.
What is not covered:
• Losses incurred if the incident is not reported to the police and Affinion as soon
as possible after discovery.
• Cost of replacement travel card or season tickets other than the administration
cost for their reissue if lost or stolen.
• Theft:
a. from any motor vehicle where you have left the vehicle unoccupied,
unless the personal possession(s) or gadget(s) has been placed in a glove
compartment, locked boot or other concealed internal compartment and the
vehicle is locked with all security systems activated;
• Any costs other than the replacement cost of the personal possession(s) or
electrical or mechanical items(s).
• Claims where the incident date is within the deferred period.
• Any item which does not appear on the list of acceptable items.
• Any costs to update your personal possession(s) or electrical or mechanical
item(s) including, but not limited to software and optical prescriptions.
• Damage, theft or loss of mechanical or electrical damage to accessories of any
kind.
• Any cost for the replacement or reinstatement of any data, information or music
stored.
• Any expense incurred as a result of not being able to use the personal
possession(s) or electrical or mechanical item(s) or any cost other than the
repair or replacement cost of the personal possession(s) or electrical or
mechanical item(s).
• Unregistered electrical or mechanical item(s) over 36 months of age at the
date of claim.
• Electrical or mechanical item(s) over 36 months of age at the date of
registration.
• Any incident where your insured item(s) is in the possession or control of
anyone other than you or your resident family member at the time of incident.
See Section 2 Part C - Exclusions
Cover is extended to include use of the personal possession(s) or electrical or
mechanical item(s) anywhere in the world up to a maximum of 90 days in total in
any 12 month rolling period.
See Section 2 Part C - Exclusions
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If, whilst you are away from your
permanent home address and you are
the victim of a theft which leaves you
with no means to either get you home or
enable you to complete your journey we
will cover you for the following benefits to
help you in getting home or completing
your journey:
• A paid taxi to the nearest branch of your
bank during normal banking hours so
that you can secure funds to get you
home or to enable you to complete your
journey.
• A paid taxi to get you home or to enable
you to complete your journey outside of
normal banking hours.
• Hotel accommodation including taxi
transfer and a paid taxi to the nearest
branch of your bank so that you can
secure funds to get you home or to
enable you to complete your journey.
Following a theft, we will pay the cost of taxi travel to get you home or enable
you to complete your journey and, where agreed by us and at our discretion,
hotel accommodation up to but not exceeding the sum of £200 for any
occurrence or in total for all occurrences in a rolling 12 month period.
See Section 2 Part D - What is covered
What is not covered
• Taxi or accommodation costs incurred by anyone other than you.
• Taxi or accommodation costs where a relative or friend is able to assist in you
getting home or completing your journey.
• Any incident where a theft has not occurred.
• Any incident where the theft has not been reported to the police.
• Any sum in excess of £200 for each incident or in total for all incidents in a
rolling 12 month period.
• Incidents in respect of journeys carried out on behalf of your employer.
• Any incident where you have sufficient funds in your possession to enable you
to get home or complete your journey.
• Any incidental accommodation costs such as but not limited to room service,
beverages, laundry.
• Any taxi or accommodation costs not agreed by us in advance.
• Any incident that occurs outside of the United Kingdom.
• Any taxi journey where the destination is outside of the United Kingdom.
See Section 2 Part D – What is not covered
You are only able to claim a maximum of 3 incidents in any 12 month rolling period, which also includes claims on other
sections of this policy, except under the Part A - Protection insurance - personal money.
How do I make a claim?
You can notify a claim by calling 08000 22 43 55 (lines are open 24 hours a day, 7 days a week) and providing your
name, address or policy number.
Would I receive compensation if AmTrust Europe Limited was unable to meet its liabilities?
You may be entitled to compensation from the Financial Services Compensation Scheme if the insurers are unable
to meet their liabilities under this insurance.
How do I make a complaint?
If your complaint is about the administration of the policy, a claim or regarding the way the policy was sold, write to
the Customer Relations Manager at:, Sentinel House, Airspeed Road, Portsmouth, Hampshire, PO3 5RF,
United Kingdom quoting your agreement number.
If My Essentials are unable to resolve the problem or if you are still not satisfied after receiving the final response
they will provide you with information about the Financial Ombudsman Service.
Financial Ombudsman Service, South Quay Plaza, 183 Marsh Wall, London, E14 9SR.
By telephone on 0845 080 1800 or 0300 123 9123. By e-mail: [email protected].
Using the My Essentials complaints procedure referral to the Financial Ombudsman Service does not affect your
legal rights. Full details of the My Essentials complaints procedure may be found on page 19 of the Terms and
Conditions.
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How do I cancel my policy?
You can cancel your agreement at anytime by calling Affinion on 08000 22 43 55 or writing to Affinion at the address
which is shown in your welcome letter and in the General Section of this policy. You have a right to cancel your
agreement up to 14 days from receipt of your agreement with a full refund (unless you have made a claim on your
policy). You may also be entitled to a refund of your fee as follows:
If you cancel at any other time, you will not be entitled to a refund, however no further periodic fees will be payable
from the date you cancel your agreement.
If you do not cancel your agreement, it will run throughout the period, as defined in your welcome letter, and where
you have an annual agreement may be renewed. Affinion will remind you of this prior to your renewal date by
sending you a renewal letter. You have the right to cancel your agreement within 14 days following each annual
renewal of your agreement and receive a refund of any fees paid for such renewal period after which you will not be
entitled to a refund.
TERMS OF BUSINESS
American Express Insurance Services Europe Limited,
1 John Street,
Brighton
BN88 1NH
Please read this document carefully as it contains important information relating to the insurance policy within your
My Essentials membership.
1 The Financial Conduct Authority (FCA)
The FCA is the independent watchdog that regulates financial services. Use this information to decide if our services
are right for you.
2 Whose products do we offer?
For the My Essentials product we only offer the insurance element from AmTrust Europe Limited.
3 Which service will we provide you with?
You will not receive advice or a recommendation from us. We may ask some questions to narrow down the selection
of products that we will provide details on. You will then need to make your own choice about how to proceed.
4 What will you have to pay us for our services?
There is no arrangement fee for our services. In respect of the benefits and services provided by My Essentials, you
pay the monthly premium as detailed in your welcome letter.
American Express group companies (including American Express Insurance Services Europe Limited) identify
insurance providers and products that may be of interest to some of their customers. In this role we do not act as
an agent or fiduciary for you, and we may act on behalf of the insurance provider (as its agent or otherwise), as
permitted by law. We accept no obligation in selecting the products we choose to offer to you. We want you to
be aware that we receive commissions from providers and commissions may vary by provider and product. Also,
in some cases, an American Express group company may be the insurer or reinsurer and may earn insurance or
reinsurance income (without that fact being specifically drawn to your attention). The arrangements we have with
certain providers, including the potential to reinsure products, may also influence what products we identify. We do
not require you to purchase any insurance product, and you may choose to cover your insurance needs from other
sources on terms they may make available to you.
5 Who regulates us?
American Express Insurance Services Europe Limited, 76 Buckingham Palace Road, London SW1W 9AX is
authorised and regulated by the Financial Conduct Authority. Our FCA Register number is 311684. Our permitted
business is general insurance and pure protection intermediation. You can check this on the Financial Services
Register by visiting the FCA’s website www.fca.org.uk/register or by contacting the FCA on 0845 606 1234.
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6 Ownership
American Express Insurance Services Europe Limited is ultimately owned by the American Express Express Holding
Company.
7 What to do if you have a complaint
If you have a complaint about My Essentials, write to the Customer Relations Manager at: Sentinel House, Airspeed
Road, Portsmouth, Hampshire, PO3 5RF, United Kingdom quoting your agreement number.
TERMS AND CONDITIONS
If My Essentials are unable to resolve the problem they will provide you with information about the Financial
Ombudsman Service.
Financial Ombudsman Service, South Quay Plaza, 183 Marsh Wall, London, E14 9SR.
By telephone on 0845 080 1800 or 0300 123 9123. By e-mail: [email protected]
Using the My Essentials complaints procedure referral to the Financial Ombudsman Service does not affect your
legal rights. Full details of the My Essentials complaints procedure may be found on page 19 of the Terms and
Conditions.
8 Are we covered by the Financial Services Compensation Scheme (FSCS)?
If the Insurers are unable to meet their liabilities you may be entitled to compensation under the Financial Services
Compensation scheme (FSCS). Further information about compensation scheme arrangements is available at www.
fscs.org.uk, by emailing [email protected] or by phoning FSCS on 0800 678 1100 or 0207 741 4100.
Demands and Needs
My Essentials meets the insurance requirements, demands and needs of those residents living within the territorial
limits and who are over 18 years of age who wish to ensure that (subject to limits):
• their personal money is protected against loss or theft;
• they are protected against the accidental loss or theft of their key(s);
• their gadget(s) are protected against accidental damage, loss or theft;
• their personal possession(s) are protected against accidental damage, loss or theft;
• they have access to an immediate support 24 hours a day, 7 days a week to assist in the event that they are
away from home having been a victim of theft.
SECTION 1 – GENERAL SECTION
Introduction
Your My Essentials contract consists of 2 separate key documents - your welcome letter and these Terms and
Conditions (your agreement). Please keep your agreement in a safe place for future reference.
Your agreement is a contract between you and:
a) Affinion who provides certain services to you, and
b) The Insurer who underwrites the insurance elements of the policy.
Your eligibility
My Essentials is only available to residents living within the territorial limits who are at least 18 years of age. The
agreement is automatically cancelled if you move outside the territorial limits.
Definitions
When a word has a special meaning, it will be shown in bold type and will have the same meaning wherever it
appears.
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Word
Meaning
Accessories
Item(s) which are attached to or communicating with the insured item.
Accommodation
Hotel accommodation including breakfast, the reservation for which has been
arranged by Affinion.
Advance(s)
A payment made by Affinion under Section 2 Part A “Advances”.
Agreement
Your welcome letter and these My Essentials Terms and Conditions.
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Affinion International Limited, registered in England number 1008797. Registered
office: Charter Court, 50 Windsor Road, Slough, Berkshire, SL1 2EJ United Kingdom.
Affinion International Limited is authorised and regulated by the Financial Conduct
Authority (FCA) in respect of insurance mediation activities only. Their FCA registered
number is 311584. Affinion International Limited acts as an intermediary for arranging
the insurance and provides the administration of the services.
Key(s)
A device manufactured to open a specific lock, including electronic immobilisers.
Lock(s)
Permanently fitted or built in, key-operated, security devices to external doors, garage
doors and safes located within your home or home office. This also includes doors,
immobilisers and/or alarms fitted to your vehicle.
Members
You and/or a secondary member.
American Express Insurance Services Europe Limited, registered in England and
Wales Company Number 05048826, registered office 76 Buckingham Palace Road,
London SW1W 9AX and authorised and regulated by the Financial Conduct Authority,
registration no. 311684.
Mobile phone
Your mobile telephone or a mobile telephone owned by a member of your resident
family.
My Essentials
My Essentials is a trademark of American Express registered (or to be registered) in
the European Union.
Bank
The bank, building society or post office where your funds are deposited.
Period
Card(s)
The credit and debit cards, including Post Office™ card accounts, charge cards, store
cards and other similar payment cards (including prepaid cards but excluding fuel
cards), which you or a secondary member owns.
The period during which you are entitled to the benefits under the agreement which
commences on the start date listed in your welcome letter and continues indefinitely
until your agreement is cancelled in accordance with the provisions on page 19 –
Termination of Cover.
Commercial vehicle
Any vehicle used wholly or partly for commercial or business purposes or any other
vehicle which, at the time of incident, is being used for commercial or business
purposes.
Personal Money
Cash owned by and used solely for a member’s personal use.
Personal possession
An item owned by you or a member of your resident family which could be carried on
or about the person in or away from the home.
Communication
costs
The costs which a member necessarily incurs and has to pay in respect of telephone
calls, faxes or similar types of communication in relation to an incident or retrieval of
lost of stolen luggage or keys.
Policy
The contents of Section 2 of these Terms and Conditions which includes the insurance
elements of My Essentials underwritten by the Insurer.
Price
Deferred period
In respect of gadgets and personal possessions, there is a deferred period of 14
days from receipt of your agreement or registration of the item. Please note that the
relevant insured items are not covered under the policy during the deferred period.
The amount you paid for the insured item(s) at the date of purchase excluding any
credit charges, delivery charges, interest charges or insurance costs.
Resident family
Your partner, spouse or any member of your family who lives with you at your home.
Schedule of
registered items
The schedule attaching to this policy which sets out the registered insured item(s) and
cards.
Secondary member
Your partner, spouse or any member of your family who permanently resides with you
at your home and whom you have registered with Affinion.
Services
The services provided by Affinion under your agreement as set out in section 2 of
these Terms and Conditions.
SIM Card
Subscriber Identity Module Card – the card carrying your subscriber identity, the use
of which, in conjunction with the mobile phone, enables services to be charged to
your mobile phone account.
Smartphone
A mobile phone with enhanced capabilities including but not limited to web browsing.
Start date
The date when your agreement starts as defined in your welcome letter.
Tag(s)
A luggage and/or key fob with a unique identification number provided by Affinion.
Taxi
A licensed public or private hire vehicle the reservation for which has been arranged
by Affinion.
Territorial limits
England, Scotland, Wales, Northern Ireland and Isle of Man.
Vehicles(s)
A legal and roadworthy, private motor car(s), motor bike(s), motor home and/or
domestic towed caravan or trailer owned and in use by you or a secondary member
at the time and date of the incident.
We, us, our
Affinion who administers the insurance and provides the services under this
agreement.
Affinion
American Express
Fee(s)
The amount payable by you for your My Essentials membership as set out in your
welcome letter.
Gadgets
An electronic piece of equipment designed by the manufacturer to be portable with its
own internal power source which can be used in or away from the home.
Home
The registered address supplied by you as your permanent place of residence within
the territorial limits.
Home office
An area located within the boundaries of your home, specifically designated as your
day to day place of work.
Identity document
Any document which may be used to confirm the identity of you or a secondary
member e.g. a driving licence or a passport.
Incident(s)
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An event or series of connected events, which result in the accidental damage, loss or
theft of your insured item(s), your locks or keys.
For Section 2 Part D
Theft of your personal possession(s) leaving you without financial means to get you
home or to enable you to complete your journey.
Insured item(s)
Mobile phone, gadget(s) and/or personal possessions as listed under Section 2 Part
C and owned by you or members of your resident family.
Insurer
AmTrust Europe Limited. Registered in England number 01229676. Registered Office:
Market Square House, St. James’s Street, Nottingham, NG1 6FG, United Kingdom.
AmTrust Europe Limited is authorised by the Prudential Regulation Authority and
regulated by the Financial Conduct Authority and the Prudential Regulation Authority.
Financial Services Register No. 202189.
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Welcome letter
The welcome letter containing important details including your fee and the start
date of your agreement.
You, your
The person named on the welcome letter who has purchased this agreement.
Your Right to Cancel
You can cancel your agreement at anytime by calling Affinion on 08000 22 43 55 or writing to Affinion at the
address which is shown in your welcome letter and in the General Section of this policy. You have a right to cancel
your agreement with a full refund (unless you have made a claim on your policy) within 14 days of receipt of your
agreement.
If you do not cancel your agreement, it will run throughout the period, as defined in your welcome letter, and
where you have an annual agreement may be renewed. Affinion will remind you of this prior to your renewal date
by sending you a renewal letter. You have the right to cancel your agreement within 14 days following each annual
renewal of your agreement and receive a refund of any fees paid for such renewal period after which you will not
be entitled to a refund.
Termination of Cover
Affinion can cancel the Policy by giving You at least 30 days notice in writing to Your Home address where there
is a valid reason for doing so. We will send a letter to the latest address we have for you setting out the reason for
cancellation in our letter. Valid reasons may include, but are not limited to:
- where we have not been able to collect the Fee. In this case, we will make reasonable efforts to contact you
requesting payment by a specific date. If we are unable to contact you or do not receive payment by this date your
Policy will be cancelled.
• where we reasonably suspect that You or a Resident Family Member has submitted a claim knowing it to be
false or a misrepresentation.
• where the Policy is no longer available, for example, if the policy is being discontinued or the Insurer is no
longer able to provide cover. If this occurs you may be entitled to a pro rate a return of the fees.
Fraud
If the insured or anyone acting on behalf of the insured makes a false or fraudulent claim or supports a claim by false
or fraudulent document, device or statement, this policy shall be void and the insured will forfeit all rights under the
policy. In such circumstances, we retain the right to keep the premium and to recover any sums paid by way of benefit
under the policy. If we receive a claim under your policy we may ask you or any person covered under the policy to
give written consent, during the claims process, for us to obtain specified information and material from the Police and
to exchange information and material with them. The purpose of these measures is to help us verify claims and guard
against fraud. If you or a covered person gives such consent, you or the covered person will be given the opportunity
to receive a copy of the information and material the Police release to us. Should you or any covered person decline to
give such consent we may in turn decline to settle the claim without the required information and material. We will not
normally release information or material about a covered person to you without their consent.
Claims
We may ask you to submit any relevant additional information. You must submit the requested information at your
own expense, within six months of the incident. If you do not, the Insurer may not be able to pay your claim. If you
make a claim under the policy for something which is also covered by any other insurance policy, you must provide
us with full details of the other insurance policy. The Insurer will only pay for our share of the claim.
If you make a claim we may ask you to give written consent, during the claims process, for us to obtain specified
information and material from the police and to exchange information and material with them. The purpose of these
measures is to help us verify claims and to guard against fraud. If you give such consent you will be given the
opportunity to receive a copy of the information and material the police release to us. Should you decline to give
such consent we may in turn decline to settle the claim without the required information and material.
You must not settle, reject or negotiate any claim without our written permission.
Where we have received returned mail and have been unable to obtain an updated home address for you we will
not send out a letter of cancellation and we will cancel your policy (prior to your next payment due date) after we
have received the returned mail.
Claims will be administered by Affinion on behalf of the Insurer. Lock and Key claims which will be administered
by a third party on behalf of Affinion. To make a claim call 08000 22 43 55, 24 hours a day, 7 days a week.
Your agreement will end automatically on whichever of the following happens first:
• the date your agreement is cancelled by you;
• the date you cease to be resident within the territorial limits;
• the date Affinion or the Insurer cancel your agreement for a valid reason (as set out above)
Unless the Insurer and/or Affinion agree otherwise:
a) the language of your agreement and all communications relating to it will be English; and
b) all aspects of your agreement, including negotiation and performance, are subject to English law and the
decisions of English courts.
Fees
You will be charged the fees as set out in your welcome letter and periodically thereafter as described in
your welcome letter unless your agreement is cancelled or terminated by you, by the Insurer or by Affinion.
Amendments to fees for your agreement will be at the rate notified to you in advance of your renewal, or in
accordance with the section entitled “Changes to Your Agreement”, whichever occurs earliest.
Changes to Your Agreement
Affinion will notify you in writing regarding any changes to the Terms and Conditions of your agreement or any
changes to the fees. Wherever possible, Affinion will endeavour to notify you of such changes at least 30 days in
advance of them taking effect. In particular, Affinion may notify you of a change of underwriters during the period of
your agreement and provided the terms of the policy remain substantially similar and do not adversely affect you,
you agree to such change by accepting your policy. In the event of such changes your attention is drawn to your
general right of termination as set out above. For more information on any other changes please call
08000 22 43 55.
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If you are not happy with any changes proposed to the Terms and Conditions of your agreement you may cancel
your agreement in accordance with the section above titled – “Your Right to Cancel”.
Choice of Law
How to Make a Complaint about the details of the policy, its administration or a claim
If you have any cause for dissatisfaction regarding the service elements of this agreement or about the way in
which the agreement was sold, please contact Affinion on 08000 22 43 55 or write to:
The Customer Services Department, Affinion, Sentinel House, Airspeed Road, Portsmouth, P03 5RF.
Please quote your membership number.
We aim to promptly solve most of our customers’ complaints at the initial point of contact. Our staff are fully trained
to deal with your complaint quickly and efficiently. However should you inform us that you are dissatisfied with the
response you have received, your complaint will be responded to by the Customer Relations Team who will aim to
resolve your complaint, if this is possible, by the end of the next working day following receipt of your complaint.
If we cannot resolve your complaint within this time we will write to you within 5 working days, and do our best to
resolve the problem within 4 weeks. If we cannot respond within these timescales we will write to you again within 4
weeks to provide you with a final response or to let you know when we will contact you again, which will be within 8
weeks from when you first contacted us about your complaint.
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If we have not resolved your complaint to your satisfaction within eight weeks from when you first contacted us
you may refer your complaint to the Financial Ombudsman Service for an independent review. You may at any time
refer your complaint to the Financial Ombudsmen Service if you dissatisfied with the way in which your complaint is
being handled:Financial Ombudsman Service, South Quay Plaza, 183 Marsh Wall, London, E14 9SR.
By telephone on 0845 080 1800 or 0300 123 9123. By e-mail: [email protected]
In some cases, dependent upon how your agreement was sold, your complaint may be passed to
American Express to handle.
Using the complaints procedure or referral to the Financial Ombudsman Service does not affect your legal rights.
Financial Services Compensation Scheme
If the Insurers are unable to meet their liabilities you may be entitled to compensation under the Financial Services
Compensation scheme (FSCS). Further information about compensation scheme arrangements is available at
www.fscs.org.uk, by emailing [email protected] or by phoning FSCS on 0800 678 1100 or 0207 741 4100.
Data Protection Act
The Insurer, Affinion and American Express are committed to protect the privacy of customers and the
confidentiality and security of information entrusted to them. The following sets out how Affinion, the Insurer and
American Express use and process your information, which includes information you provide when you enrol in My
Essentials.
The details you supply will be stored securely and used by the Insurer, Affinion and American Express to
administer your agreement. Information may be disclosed to American Express, regulatory bodies and/or
your bank or card issuer and/or the Insurer, Affinion or American Express’ subcontractors for the purposes of
providing the services, regulatory purposes, including carrying out necessary sanctions checks, and in relation
to the cancellation of your membership for monitoring and quality purposes under this policy. These details will
not be kept for longer than necessary. You are entitled to a copy of all of the information held about you for which
the Insurer, Affinion and American Express may charge you £10. Your bank/card issuer (including American
Express) will pass your name, address, date of birth and card details to Affinion for the purpose of providing the
product and for future renewals for the purpose of billing your account with the fee.
By entering into your agreement, you give your consent to the transfer of data outside of the EEA to the USA
(including to an affiliate company of Affinion) for the purposes stated above. They will at all times be held securely
and handled with the utmost care in accordance with all principles of English law. American Express may exchange
information with companies within the American Express group worldwide in order to administer and service
your agreement, and process and collect relevant payments. American Express may also share your information
with insurers and service providers in the future regarding these services and in order to maintain the provision
of suitable insurance benefits and future cover for you. Your data may also be disclosed to third parties where
required by law or in the event that Affinion merges with or is bought by another company, or otherwise undergoes
a corporate restructuring for the purposes of such merger or restructuring only.
Notice to Customers – Call Recording
You are advised that any telephone calls made to Affinion, American Express and the Insurer’s administration
and claims handling units may be recorded. They may also be used to allow additional training to be provided to
both Affinion and the Insurer’s staff or to prove that Affinion and the Insurer’s procedures comply with legal
requirements. The staff are aware that conversations are monitored and recorded.
Affinion’s Limitation of Liability
This section (and any other clause excluding or restricting our liability) applies to Affinion’s directors, officers,
employees, subcontractors, agents and affiliated companies as well as to Affinion.
Nothing in this agreement in any way limits or excludes Affinion’s liability for negligence causing death or personal
injury or for fraudulent misrepresentation or for anything which may not legally be excluded or limited. Without
prejudice to the rest of this agreement, Affinion’s liability of any kind in respect of any services or otherwise shall
be limited to the amount of the fees payable by you in any 12 month concurrent period under your agreement. In
no event will Affinion be liable for any:
• economic losses (including, without limit, loss of revenues, profits, contracts, business or anticipated savings);
• loss of goodwill or reputation;
• losses that you incur that were not foreseeable to you and Affinion when your agreement was entered into; or
• damage to or loss of data, to the extent that this was not in the contemplation of Affinion and you at the
commencement of the agreement and is not attributable to Affinion’s negligence or breach of your agreement.
Affinion and the Insurer will not be liable for losses arising from their inability to provide the agreement and/or
services in the event of war, terrorism, invasion, an act of foreign enemy, hostilities (whether war be declared or not),
riot, strike, civil commotion, civil war, revolution, insurrection or act of military or usurped power or for any reason
that is beyond our reasonable control.
Keeping Details Up to Date and Changing Address
You must inform Affinion of any change to your home address. Only you and your resident family at the new
address will be covered under this agreement and be entitled to receive the services. You must inform Affinion of
any secondary members who no longer reside at your home address. Secondary members who no longer live
with you will need to apply for a new personal agreement if they wish their membership to continue.
If Affinion is not able to verify your identity Affinion reserves the right to ask for further proof of identity or refuse
your request. Please note that Affinion will require at least three weeks’ notice and do not accept any liability for the
issuing card company’s non-receipt of or non-action on notification.
General Rights
Your agreement and any representations given to you during your application for your policy constitutes the entire
policy between you and Affinion and the Insurer. Any failure by Affinion or you to exercise or enforce any right
or provision of your policy shall not constitute a waiver of such right or provision. If any provision of your policy is
found by a competent jurisdiction to be invalid, then the remaining provisions shall remain in full force and effect.
For more information about My Essentials data processing or for details of information held about you at any
time, please write to Customer Services Manager, My Essentials, Sentinel House, Airspeed Road, Portsmouth,
Hampshire PO3 5RF.
Security
You may be required to validate any request you make to Affinion by providing the security details you have
registered. Failure to provide such security details or other suitable validation will result in Affinion refusing to act
upon such a request. If you have not registered security details with Affinion you should contact Affinion as soon
as possible to ensure Affinion is able to provide you with the service to which you are entitled.
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21
SECTION 2 - INSURANCE POLICY AND SERVICES
This section is made up of four parts:
Part A – Protection Insurance
Part B – Loss of Key Insurance
Part C – Gadget and Personal Possessions Insurance
Part D – Assistance and Support Services
This policy is based on information you supplied on your application form, or over the telephone, and on
information subsequently provided.
You must pay the fee for each period and comply with all of the Terms and Conditions set out in the agreement. If
you do not, we may turn down a claim or cancel your cover.
General Conditions
The following conditions must be met:
1. You must report any loss or theft to the police and obtain a lost property or crime reference number (as
applicable) and police station details. You should report any loss or theft, when claiming under Section 2 of this
policy, as soon as possible after discovery and prior to obtaining benefit under the insurance element of this
policy.
2. Where applicable, you must report any theft or loss to your airtime provider. You should report the theft or loss
as soon as possible after discovery.
3. You cannot transfer your agreement to someone else without written permission from us.
4. Cover excludes costs or payments recoverable from any party, under the terms of any other guarantee or warranty.
5. Cover will only apply if your agreement is active on the incident date.
6. You must supply all information and evidence that the Insurer or Affinion needs at your own expense.
7. The Insurer has the right, if it chooses, in your name but at its expense to:
a) commence legal action to get compensation from anyone else, and
b) commence legal action to recover from anyone else any payments that have already been made.
You must provide the Insurer with all reasonable assistance in taking legal action against anyone if it asks.
You are only able to claim a maximum of 3 claims per year, which also includes claims on other sections of this
policy, except under the Part A - Protection Insurance Personal Money which is limited to £250 per year, as per the
table on page 23.
PART A – PROTECTION INSURANCE
Insurance cover
This table sets out the insurance cover provided to members in the event of an incident.
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What is Covered
The Limits
What is not Covered
• Communication costs when
notifying Affinion of loss or theft of
card(s).
• Up to a total of £100 per claim.
• any costs not related to
communication costs.
• Communication costs a member
has incurred in looking for or getting
back lost or stolen keys.
• Up to £100 per claim.
• Any costs that are not directly
related to communication costs.
• Communication costs a member
has incurred in looking for or getting
back lost or stolen luggage.
• Up to £100 per claim.
• The costs that a member incurs
in obtaining temporary travel
documentation if a member’s
passport is lost or stolen whilst
travelling outside of the United
Kingdom (including replacement
and reissue costs).
• Any costs incurred which have not
been pre-authorised by Affinion.
What is Covered
The Limits
What is not Covered
• Communication costs that
are incurred in locating medical
assistance.
• Communication costs which a
member has incurred in:
i) getting documents back;
ii) assisting the police with their
enquires;
iii) making a claim on any personal
insurance policy a member has
which provides cover for loss or
theft, in respect of documents.
• Personal money lost or stolen with
cards.
• Up to £250 per year.
• Any personal money not reported
lost or stolen at the same time as
reporting the incident; The most we
will pay is £250 per year.
• Identity documents
• Up to £250 per incident.
• Any costs incurred which have not
been pre-authorised by Affinion.
The services provided by Affinion
This table sets out the services which are available to members in the event of an incident.
Services
What is provided
• Card loss reporting service.
• Members can report any lost or
stolen credit, debit or store cards
that are used as credit/charge cards,
and request for them to be cancelled
and reissued by the card issuer.
• An emergency cash advance
available if a member has lost
card(s) and have no other means
of making payments and whilst
stranded away from your home, (see
advances section below).
• Up to £7,750 per incident, limited
to one request per incident;
• The minimum value for a UK cash
advance is £100;
• Maximum UK advance is £1000.
What is not provided
• Entitlement to an advance if the
conditions relating to advances are
not complied with. See Advances;
• Entitlement to an advance in the
United Kingdom if you are stranded
within a 50 mile radius your home
address registered with Affinion;
• Advances for more than £350
where you are unable to provide
proof of identity for the purposes of
an advance.
Advances
Advances can only be made to you when, as a result of an incident, you have no other reasonable means of paying
for services or obtaining cash following an incident and you have reported the loss or theft of your cards to the
police. You should be aware that if a secondary member receives an advance and does not repay the advance in
full, then you are liable for the full repayment of the advance.
How to claim an Advance
A request for an advance must be made to us in connection with an incident. You should contact us and provide
details of the advance required.
You can claim an advance by:
Providing us with an alternative card from which we will debit the amount of the advance. Where you are unable to
provide a method of payment for the advance at the time of claiming, you can provide alternative payment details to
us, for example, payment from a friend, relative or partner.
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We will accept payment details of a friend or relative, if that person has agreed to pay for your advance. We will
contact the friend or relative directly to gain authorisation for the payment.
If you, a friend or relative are unable to provide an alternative payment method, we will ask you to authorise either a
credit check or details of an employer for a reference to be obtained. Provided you pass credit reference checks, we
will provide the advance to you. We will invoice you for the advance amount within 10 days of the advance being
collected by you. The advance is made on the basis that you agree to repay the advance to us within one calendar
month of the day the advance is made by us. We may refuse to provide an advance to you if, in our reasonable
opinion, there is any reason to believe that you may not be able to repay the advance within one calendar month.
We will provide you with a reference number for the transaction, details of the personal ID required to collect the
advance, and the telephone details for Western Union. You must call Western Union, who will advise you where the
nearest pick-up point is to collect your advance.
In order to collect the money transfer you will need to comply with the terms, conditions and procedures of the
Western Union Money Transfer Service relevant at the time of collection. Copies of the Terms and Conditions are
available on the reverse of Western Union’s To Receive Money Form, which you will receive from the Western Union
branch and need to complete.
You will need to provide the following information to Western Union to receive the advance:
• Your full name and home address;
• The full name of the sender of the money transfer e.g. Affinion International Limited
• The originating country of the transaction e.g. England;
• The approximate amount of the money transfer; and satisfactory documentary evidence of identity as determined
by Western Union. Western Union will advise you which forms of identification will be acceptable.
If you have no identification due to it being lost or stolen they can collect a money transfer by providing a police
report, not more than a month old, stating the identification that had been lost or stolen. The maximum amount that
you would be able to receive in such circumstances would be £350.
Please note that Western Union and its agents reserve the right not to process or pay any money transfer if they
think it may violate any applicable law or Western Union policy or procedure.
This table sets out the services provided whether you have suffered an incident or not.
Services
What is provided
Card Registration Service.
Members can register all their cards (debit, credit and
store cards).
Valuable Document Registration Service.
Members can register details of important documents
such as passport, driving licence and share certificate
numbers.
Key and Luggage Retrieval Service.
You are provided with two key tags and two luggage
tags with your welcome pack. Each tag has a unique
code that is attached to your membership number and
instructions should anyone find them for contacting
Affinion. We will then help to arrange for them to be
returned to you.
Change of Address Service.
In the event that you change address, we can notify all
the relevant card issuers of your new address.
Communication Costs
Any claim for telecommunication costs must be supported by reasonable evidence (showing the telephone number of
Affinion where appropriate) e.g. telephone, telex/fax bills. Claims for postage must be supported by postal receipts.
Claims Procedure
What to do in the Event of a Claim
If a member discovers that anything covered by the policy has been lost or stolen, the member should:
1. Contact Affinion as soon as possible at Sentinel House, Airspeed Road, Portsmouth, Hampshire PO3 5RF.
Telephone: 08000 22 43 55.
2. Report the incident to the police as soon as possible after discovery and obtain a report from the police
confirming the loss. Details including the crime/lost property reference number, the address and telephone
number of the police station will be required to make a claim.
3. A claim form will be sent to you and should be returned within 60 days of the incident.
4. Claim forms should be returned with official documentation to prove prior possession of the money lost e.g.
bank/building society statement.
5. Any loss of personal money should be reported at the same time as reporting the incident.
If you make a claim under the insurance cover, in dealing with the claim Affinion will be acting on the Insurer’s
behalf. In all other cases, Affinion will act on your behalf.
You must give Affinion all the information you are able to if Affinion asks.
PART B - LOSS OF KEYS INSURANCE
What is Covered
A. Locks
Costs of replacing locks to your home, home office or vehicle if the relevant keys are lost or stolen.
B. Keys
Costs of gaining entry to your home, home office or vehicle if you or a registered member lose your keys or the
key accidentally breaks in the lock.
C. Vehicle Recovery
Costs of recovering a vehicle and any passengers to your home or the nearest garage, whichever is closer, if the
locksmith or motor assistance service cannot gain entry to the vehicle.
D. Hire car
Costs of a hire-car or other reasonable transportation charges for up to 3 days if the locksmith or motor assistance
service cannot attend or gain entry to your vehicle within 24 hours of contacting My Essentials.
The limits
We will pay up to a maximum of £600 per incident.
You are only able to claim a maximum of 3 claims per year, which also includes claims on other sections of this
policy, except under the Part A - Protection Insurance Personal Money which is limited to £250 per year.
The provision of a hire-car is subject to availability and the terms and conditions of the vehicle rental company
What is not covered
We will not pay for:
• Locks or keys damaged before the start date of this agreement;
• locks damaged before the accompanying keys were lost or stolen;
• more than one key for each vehicle lock;
• any non-domestic locks or keys, other than for your home office;
• alternative transportation costs or hire-car costs for any period exceeding 3 days;
• costs for a hire-car or other reasonable transportation charges unless you have received authority from the
insurer to incur these costs;
• Any costs or liabilities relating to the hire-car other than the rental fee;
• any costs other than the repair, replacement or fitting cost of the key(s) and lock(s), agreed hire-car and/or other
transportation charges.
Rates of Exchange
If a loss arises under this product and such loss is incurred in a currency other than sterling, then you should be
reimbursed at the rate of exchange prevailing at the date that the claim was notified to us.
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What to do in the Event of a Loss of Keys Claim
If any key(s) covered by the policy, are accidentally lost or stolen:
1. Contact us as soon as possible after discovery on 08000 22 43 55
2. Report the theft to the police and obtain a crime reference number and a lost property reference number along
with the address and telephone number of the police station.
• Portable car navigation equipment restricted to: satellite navigator, GPS tracker, speed camera detector.
• Luggage items and accessories restricted to: luggage set, suitcases, suit carrier, handbag, briefcase.
• Personal everyday portable items restricted to: wallet, purse, sunglasses, reading glasses, contact lenses, pen,
makeup, perfume, jewellery, watches, travel card/season ticket (admin cost only), key (key cut only).
• The maximum claimable amount is £1,500 per incident.
• Items with a purchase price of over £1,500 are not covered. The maximum amount claimable for an unregistered
item is £250.
We will then pass your details across to a third party who, in the event of a valid claim, will administer the claim on
the Insurer’s behalf.
Exclusions
Claims Procedure
PART C – GADGET AND POSSESSIONS INSURANCE
What is Covered
Subject to the limits and exclusions set out below, an insured item(s) is covered for:
A. Accidental Damage
If your insured item(s) is damaged as a result of an accident during the period, the insurer may at their sole
discretion;
1. Reimburse the cost of repairing it. If it is not possible or economic to repair your insured item(s) then they will
reimburse the cost of replacing the insured item(s) with an identical item(s). The most the insurer will pay is
the insured item(s) price or the policy limit whichever is the lower amount. For mobile phone and smartphone
handsets in the event that a damaged handset cannot be repaired, the Insurer will provide you with an identical
replacement or one of equivalent specification or;
2. We may settle your claim, at our sole discretion, by repair, replacement or cash settlement. We will advise
you of the method of settlement at the time your claim is authorised. Replacement mobile phones, devices
and accessories will come from available stock (which may be refurbished). If the same make and model is not
available, for whatever reason, we will replace it with a product of similar specification and quality, which will be
determined by us.
What is not covered
A. The following incidents would not be covered
1. Incidents where the total amount claimed is less than £50 under Part C.
2. Damage caused by:
a) not following the manufacturer’s instructions;
b) you or your resident family member deliberately damaging or neglecting the insured item(s);
c) the weather such as rain, frost, lightning, flood and high winds;
d) any form of portable external storage media (not limited to but including USB memory sticks, memory
cards, CDs, external hard drive);
e) software;
f) wear and tear or gradual deterioration of performance;
g) any form of virus.
3. Theft:
a) from any motor vehicle where you or someone acting on your behalf is not with the vehicle, unless
your insured item(s) has been concealed in a glove compartment, locked boot, or other concealed
internal compartment and all the vehicle’s security systems have been activated;
B.
The following costs would not be covered
1. Any amount in excess of £250 in respect of any item not specified on the schedule of registered items.
2. Repair costs for:
a) work which relates to a manufacturer’s recall of the insured item(s);
b) disposable/customer replaceable items such as but not limited to batteries, camera film or memory cards;
c) cosmetic damage such as scratching, chipping, staining, rust or corrosion which does not affect the
working of the insured item(s);
d) cleaning or servicing your insured item(s);
e) repairs carried out by persons not authorised by us;
f) call out charges where a covered fault cannot be found with the insured item(s);
g) any costs suffered as a result of not being able to use the insured item(s) or any costs other than the
repair or replacement cost of the insured item(s);
h) any cost or damage caused by the failure of any electrical or computer equipment, software, microcontroller, microchip, accessories or associated equipment to correctly recognise and process any
calendar date or time.
3. Any costs covered under the manufacturer’s warranty.
4. Any cost arising from the change to digital broadcasting from analogue including the withdrawal of
analogue transmissions of any type.
5. Any cost where the insured item(s) has been altered from the manufacturer’s original specification.
6. The cost of replacing any SIM card or memory card not in the Insured Item at the time of the Incident.
C.
Items we will not cover
1. Any item that is not owned by you or a member of your resident family.
2. Any item which is not listed in the categories list on page 26.
3. Gadgets(s) over 36 months of age at the date of registration.
4. Unregistered electrical or mechanical item(s) over 36 months of age at the date of claim.
5. Any item with a purchase price in excess of £1,500.
6. Consumables (excluding contact lenses, makeup and perfume).
7. Sports equipment, musical instruments (electric and non electric), tools electrical or not, household
appliances, pets and other living organisms i.e plants, furniture, soft furnishings, toys, computer software
discs, games software, loss of data, memory cards not supplied with original purchase, collection or part of
a collection (including but not limited to) records, DVDs, stamps, books, bonds, shares, ornaments, coins
or other similar collectable items.
B. Loss or Theft
If your insured item(s) is lost or stolen during the period, the insurer may at their sole discretion;
1. Reimburse the cost of replacing it. Where only a part or parts of your insured item(s) have been lost or stolen,
they will only pay for the replacement of that part or parts. For items such as travel cards or season tickets,
the insurer will only pay the administration costs for the re-issue. For mobile phone handsets, the Insurer will
provide you with an identical replacement or one of equivalent specification. or;
2. We may settle your claim, at our sole discretion, by replacement or cash settlement. We will advise you of the
method of settlement at the time your claim is authorised. Replacement mobile phones, devices and accessories
will come from available stock (which may be refurbished). If the same make and model is not available, for
whatever reason, we will replace it with a product of similar specification and quality, which will be determined by
us.
Items Covered
All items covered under Part C of the policy must be from the specified categories listed below. Claims for
unregistered items will only be eligible if the item is shown within the list under its category:
• Telecommunications equipment restricted to: mobile phones, smartphones and compatible accessories such
as a bluetooth headset.
• Small domestic and beauty appliances (electronic) restricted to: toothbrushes, domestic travel equipment
(travel irons etc), hairdryers, hair straighteners, beauty appliances, personal grooming appliance i.e. electric razor,
hair clippers, beard trimmer, fitness monitor.
• Portable Hi-fi and Audio equipment restricted to: personal CD/Mini disc, portable speakers for MP3/4, portable
radio/cassette/CD player, portable radio, portable media centre/MP4, 2-way radio, portable CD player, MP3/
iPod, headphones.
• Portable TV, DVD and Games equipment restricted to: handheld TV, portable DVD player, handheld game
machine (games software is not covered).
• Cameras, camcorders and optical equipment restricted to: camera, camcorder, camera accessories
(excluding film or batteries), binoculars, photo viewer, portable digital photo frames.
• Hand held computer equipment and laptops restricted to: laptop/tablet PC, e-book reader, PDA/palmtop,
portable data storage device, laptop printer, dictation machine, organiser/calculator. Software and loss of data is
not covered.
26
27
Conditions for gadget and possessions insurance
1. The maximum you can claim is £1,500 per incident.
2. This insurance covers insured item(s) for use whilst you are within the territorial limits. This insurance, under
Section 2 Part C, is extended to include use of the insured item(s) anywhere in the world up to a maximum of
90 days in total in any rolling 12 month period.
3. Any item that has a value in excess of £250 should be registered with My Essentials. If an item with a value in
excess of £250 is not registered with My Essentials then the maximum we will pay in the event of a valid claim
for that item will be the sum of £250. The maximum value of any single item that can be registered is £1,500.
4. You must retain the damaged insured item(s) for inspection by the repairer where it has been accidentally
damaged otherwise they will be unable to deal with your incident.
Claims Procedure
What to do in the event of a Gadget or Personal Possessions claim
For Theft and Loss Claims
1. Call Affinion as soon as possible after discovery on 08000 22 43 55. If you are calling from outside the UK call
+44 (0)2392 676763.
2. Report the theft to the police as soon as possible after discovery and obtain a crime reference number or a lost
property reference along with the address and telephone number of the police station.
3. We will advise whether the item is eligible and send you a claim form and a pre-addressed return envelope
within two business days. Send the completed claim form to the following address: My Essentials, Sentinel
House, Airspeed Road, Portsmouth, Hampshire PO3 5RF.
4. For mobile phone or smartphone handsets call Affinion as soon as possible after discovering the loss or
theft. We will try to transfer you to your network provider so that you can cancel the SIM Card to prevent any
unauthorised calls being made.
For Accidental Damage Claims
1. Call Affinion on 08000 22 43 55. If you are calling from outside the UK call +44 (0)2392 676763. You should
notify us of the claim as soon as possible.
2. If someone else caused the damage, you must first endeavour to claim from his or her liability insurer. You
must send a copy of these claims, any settlement documents and any claim cheque you receive, with your
claim under this insurance. You may be asked to send a copy of your other insurances.
3. We will record your claim over the telephone and will post a claim form to you within two business days. You
must complete and return the claim form with the requested documentation.
4. Please retain the receipts for your insured item(s) in a safe place as these may be required in the event of a
claim.
5. You must return the claim form as soon as possible and no later than 90 days from the date of the damage
occurring. Send the completed claim form to the following address: My Essentials, Sentinel House, Airspeed
Road, Portsmouth, Hampshire PO3 5RF.
6. You may be asked to submit additional information in your control or possession such as:
• a complete product description, including model number, serial number or other identifying numbers;
• a photograph of the damaged insured item(s);
• witness reports and any additional information, such as police and insurance reports.
You must supply the requested information, at your own expense, no later than six months from the date of the
damage. If you do not, your claim may not be paid.
7. If you are asked to, you must send the insured item(s) that you are claiming for, at your own expense, to an
address that we will supply.
8. If the item is part of a pair or set, we will not pay more than the value of any one part or parts unless the items
cannot be used individually or cannot be replaced individually.
9. You should:
• notify us prior to proceeding with any repairs;
• follow any additional instructions you are given.
10. You must retain the damaged insured item(s) for inspection by the repairer where it has been accidentally
damaged otherwise they will be unable to deal with your incident.
28
PART D – ASSISTANCE AND SUPPORT SERVICES
1. Taxi and/or Accommodation Cover
If, whilst you are away from your home and you are the victim of a theft which leaves you with no means to either
get you home or enable you to complete your journey, we will supply the following assistance to help you in getting
home or completing your journey.
Operator assistance in contacting family or friends to assist you in getting home or to enable you to complete
your journey. Operator assistance in contacting the police to report the theft.
•
A paid taxi to the nearest branch of your bank so that you can secure funds to get you home or to enable you
to complete your journey.
•
A paid taxi to get you home or to enable you to complete your journey outside of normal banking hours.
•
Hotel accommodation including taxi transfer and a paid taxi to the nearest branch of your bank so that you
can secure funds to get you home or to enable you to complete your journey.
What is covered under this Section of your agreement
The Insurer will pay the cost of taxi travel to get you home or enable you to complete your journey and, where
agreed by us, hotel accommodation up to but not exceeding the sum of £200 for any occurrence or in total for all
occurrences in a rolling 12 month period.
What is not covered
•
Taxi or accommodation costs incurred by anyone other than you.
•
Taxi or accommodation costs where a relative or friend is able to assist in you getting home or completing
your journey.
•
Any incident where a theft has not occurred.
•
Any incident where the theft has not been reported to the police.
•
Any sum in excess of £200 for each incident or in total for all incidents in a rolling 12 month period.
•
Incidents in respect of journeys carried out on behalf of your employer.
•
Any incident where you have sufficient funds in your possession to enable you to get home or complete your
journey.
•
Any incidental accommodation costs such as but not limited to room service, beverages, laundry.
•
Any taxi or accommodation costs not agreed in advance by us.
•
Loss or unexplained disappearance of your money, debit or credit cards.
•
Any incident that occurs outside of the territorial limits.
•
Any taxi journey where the destination is outside of the territorial limits.
•
What to do following an insured theft if you find yourself stranded.
If you have your money or cash cards stolen as part of an insured theft and find yourself stranded, then you should:
1.
2.
3.
4.
5.
6.
7.
In the first instance, report the theft to the police and obtain a crime reference number along with the address
and telephone number of the police station.
Call Affinion on 08000 22 43 55 to report the incident and ask for assistance.
Any personal money that is stolen, should be reported to us at the same time as reporting the incident.
If you are calling from a mobile phone or smartphone or fixed land line (except a public phone box), we will
take your number and call you back.
If you are calling from a public phone box, we will use best efforts to resolve your claim quickly whilst you are
on the phone.
We will, where possible, assist you with trying to contact friends or family on your behalf, to help you get home
or complete your journey.
In the event that this is deemed a valid claim and you have no other means of transport and no personal money
to be able to get home or complete your journey, we will arrange assistance for you.
29
2. Emergency Contacts Service
Notes
In the event of an incident, we will try to contact a friend, relative or organisation by phone, to deliver a message on
your behalf.
Affinion will try to deliver your message a maximum of three times, and will let you know if we have been
unsuccessful. Members can register up to three emergency contact names and telephone numbers with Affinion.
3. Product Information Service
In the event of an incident in which an insured item(s) has been lost, stolen or accidentally damaged and you
would like to replace it, we will endeavour to provide you with price, model and location information on similar
items, to help you identify and replace the item. Call us with as many details of the item you would like to replace as
you can, so that we can provide you with the best possible service. We will provide you with information by post,
within 10 days of notification. For items purchased abroad, or specialist items such as antique jewellery, this service
may not be available.
4. Call Barring Service
In the event of an incident in which your mobile phone or smartphone is lost or stolen, call us as soon as
possible after discovering the loss or theft and we will attempt to transfer you to your network provider so that you
can cancel the SIM Card to prevent any further unauthorised calls being made.
Copies of this document are available in Braille,
large print or audio cassette on request.
30
31
Notes
32
Notes
33

You can cover the world - American Express Insurance

Transcription

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