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Insurance - Terms and Conditions

Mobile Phone Insurance

Terms and Conditions

 

Introduction

Important Information

You must read this policy document and the certificate schedule together. The certificate schedule tells you the period during which the policy is in force, what items are covered,what level of cover applies to your insurance, and what excess applies to your claims. Please check both documents carefully to make certain they give you the cover you want.

 

This policy consists of sections.These are accidental damage, breakdown, theft, accessories, and loss. Some of these sections are optional, dependant on the level of cover selected from Lite, Standard and Premium options. You should read this policy in conjunction with your certificate schedule which confirms the sections you are insured under.

In summary, we have listed out how each section applies to each cover level below:

LiteStandardPremium

Accidental Damage
Breakdown
Accessory

Accidental Damage
Breakdown
Accessory
Theft

Accidental Damage
Breakdown
Accessory
Theft
Loss

Please read both documents carefully and please be awarethatif you do not comply with the policy conditions this may result in this policy being invalidated or affect the amount, we pay to you in the event of a claim.

If any details in this policy are incorrect,please contact your scheme administrator as soon as reasonably possible.Please keep this policy and your certificate schedule in a safe place.

This policy provides cover as detailed in your certificate schedule. The cover provided to you under this policy is subject to the terms, conditions and limitations which are listed in this policy.

This insurance is arranged by CoverMe4 which is a trading name of Citymain Administrators Limited.

This insurance is underwritten by UK General Insurance Limited on behalf of Watford Insurance CompanyEurope Limited. Watford Insurance Company Europe Limited is a Gibraltar based insurance company with its registered office at; PO Box1338, First Floor, Grand Ocean Plaza, Ocean Village, Gibraltar.

UK General Insurance Limited is authorised and regulated by the Financial Conduct Authority. Firm Reference No.310101. You can check our details on the Financial Services Register  https://register.fca.org.uk/.

Watford Insurance Company Europe Limited is authorised and regulated by the Gibraltar Financial Services Commission under incorporation number 112869. This can be checked by visiting the Gibraltar FSC website at https://www.fsc.gi/.

As an insurance company authorised in Gibraltar, Watford Insurance Company Europe Limited is permitted under the Financial Services and Markets Act 2000 (Gibraltar) Order 2001 to conduct business in the United Kingdom under FCA reference 714197. You can check this by visiting the Financial Services Register on the FCA website at https://register.fca.org.uk.

Understanding this policy

Certain words in this policy have specific meanings wherever they appear in this policy.These words are shown in bold italics and are explained in the ‘General Definitions’ section of this policy.

If you have any disability that makes communication difficult, please tell your scheme administrator and they will be pleased to help you.

If you purchase this policy on an annual basis, provided that you pay your premium, your cover under this policy starts on the policy start date as shown on your certificate schedule and runs for a period of twelve months. Thea nnual premium you pay is confirmed at the time you purchase this policy or in the renewal notice that we send to you prior to the renewal of this policy.

If you purchase this policy on a monthly basis, this policy cover starts on the policy start date as shown on your certificate schedule and lasts for a period of one month. Provided you continue to pay your monthly premiums as and when they become due,cover under this policy will continue for further consecutive monthly periods.Your monthly premiums along with the due dates for payment are set out in your certificate schedule.Cover under this policy ends if you stop paying your monthly premium and this policy will be cancelled by us in accordance with the ‘Cancellation after the cooling-off period’ conditions section of this policy.

All premiums will be collected by your scheme administrator.

 

This policy is administered by Citymain Administrators Limited who is your scheme administrator and is authorised and regulated by the Financial Conduct Authority under registration number (FRN306535).

Your scheme administrator will help you with any questions you may have in relation to this policy, help you with any changes you need to make to this policy and will deal with any claims which are made by you under this policy. Please also contact your scheme administrator if any details in your certificate schedule are incorrect and they will arrange for a replacement certificate schedule to be issued to you. You can contact your scheme administrator at:

Citymain Administrators Limited, 3000 Lakeside,North Harbour,Western Road, Portsmouth, PO6 3FQ.Telephone: 0333 9997912 (local rate call)
Email: info@citymain.com

Claims help line

If you need to make a claim under this policy, please notify your scheme administrator on their online claims portal, www.eclaimcity.co.uk or call 0333 999 7912 (local rate call) as soon as reasonably possible following discovery of the incident.

More details about what you need to do when making a claim and how the claims process will work can be found in the section ‘How to make a claim’ of thispolicy.

Cooling-off period

You may cancel this policy for any reason within 14 days of receiving the insurance documents in relation to this policy. If you cancel this policy within this period,you will receive a full refund of all premium paid provided that no claim has been made.

Your responsibility

You must take reason able care to provide accurate and complete answers to all the questions you are asked when you take out, make changes to, or renew this policy.

You must notify your administrator as soon as possible if any of the information in your policy documents is incorrect or if you wish to make a change to your policy.

If you do not provide accurate and complete answers to the questions you are asked, or you fail to notify your administrator of any incorrect information or changes you wish to make, your policy may not operate in the event of a claim, we may charge you an addition premium, we may not pay any claim in full or your policy could be invalid.

Changes that may affect your cover

You must tell us as soon as possible about any changes to the information you provided when you purchased or renewed this policy, for example:

Changing your mobile phone

This is not an exhaustive list and any changes you tell us about may affect your cover or result in a change to your premium. If you are unsure whether a change may affect your cover, please contact us.

Certification of cover

This policy and your certificate schedule set out the contract between you and us. In return for payment of the premium we will provide the insurance cover detailed in your policy schedule and this policy document, subject to the terms and conditions, and exclusions shown in this document for all claims occurring during the period of insurance. We and your scheme administrator have entered into a separate agreement under which we have authorised your scheme administrator to issue these documents to you on our behalf.

Eligibility for cover

You can purchase this policy provided that:

(a)                you are a permanent resident in the United Kingdom;

(b)                you are over the age of 18 years old at the time you purchase this policy;

(c)                you own the mobile phone detailed on your certificate schedule;

(d)                the mobile phone is no more than 36 months old in good condition and full working order when you purchase this policy; and not purchased from are tailor sales outlet situated outside the United Kingdom

(e)          If purchased by you as a refurbished item, this must have been purchased directly from the manufacturer including a minimum 12-month manufacturer’s warranty

Geographical area

This policy coversa mobile phone bought and used in the United Kingdom. Cover is also provided under this policy where you use your mobile phone any where in the world for upto a maximum of 90 days, in any rolling 12-month period.

General Definitions

We use certain words and expressions in this policy which have a specific meaning. They have a specific meaning where they appear in bold italics in this policy and the certificate schedule. Plural forms of the words defined in this policy have the same meaning when used in the singular form.

Accessories  

items such as chargers, wireless chargers, protective cases, carrying cases, headphones, wireless headphones and hands-free mounting kits but excluding SIM and memory cards which are used in conjunction with your mobile phone.

Accidental Damage   

Any damage, including damage causedby file and/or liquid,caused to your mobile phone which was not deliberately caused by you or any other person.

Accidental Loss

where the mobile phone has been accidentally lost by you and you are now permanently deprived of its use.

Breakdown

the breaking or burning out of any part of your mobile phone whilst in ordinary use a rising from internal electronic, electrical or mechanical defects in your mobile phone and which causes a sudded stoppage to your ability to use your mobile phone in the way intended by the manufacturer of the mobile phone.

Certificate Schedule   

the document provided to you following the purchase of this policy by you which includes the details of your mobile phone and which confirms your chosen level of insurance cover, your period of insurance, the limits of liability under this policy and the excess payable.

Cosmetic  Damage  

any damage to your mobile phone that does not stop its normal function including but not limited to scratches, dents and discolouration.

 CoverMe4    

the trading name of Citymain Administrators Ltdand which is authorised by us to collect the premium due from you.

Economic  Sanction

any sanction, prohibition or restriction under United Nations resolutions or the trade or economic sanctions, laws or regulations of the European Union, United Kingdom or United States of America.

IMEI  Number

the international mobile equipment identity number for your mobile phone.

Immediate  Family 

your husband,wife, civil partner, partner, parents, children,brothers or sisters who permanently reside with you.

Limit of Liability  

the maximum we will pay in the event of aclaim as defined on your certificate schedule.

Mobile Phone     

Your hand held portable mobile telephone identified on your certificate schedule, purchased by you as new or refurbished and in full working orderfrom a UK registered company, as evidenced by an original proof of purchase or proof of exchange,which is no more than 36 months old at the time of the purchase of this policy. This excludes accessories, carkits, personalised ringtones or graphics, downloaded material or software which is stored on your mobile phone.

Period of Insurance

is the period for which you are insured under this policy and which is confirmed on your certificate schedule.

Proof of Exchange

the original document provided to you from either a retail outlet or a retailer website that evidences a like for like exchange of your mobile phone.

Proof of Purchase   

an original receipt and any other documentation required to prove your mobile phone was purchased from a UK registered company and that it is owned by you including the date of purchase, make, model, serial and IMEI number of your mobile phone, where applicable.

Proof of Usage 

evidence from your network provider showing your mobile phone has been in use since the policy was purchased and up to the event giving rise to the claim.

Proof of Warranty

For any mobile phone purchased as refurbished, documentation showing that the mobile phone was supplied with a manufacturer’s warranty of at least 12 months duration.

Reasonable Precautions

you must not leave your property unattended if it is in a place where it is accessible to the general public. We will not pay any claims for property left unattended in publicly accessible places. You must act as though you are not insured.

Scheme Administrator 

Citymain Administrators Limited a company registered in England and Wales withc ompany number 3979666 with a registered address of 3000 Lakeside, North Harbour, Western Road, Portsmouth, PO6 3FQ.

Theft/Stolen       

means the unauthorised dishonest appropriation or attempted appropriation of the mobile phone specified on your certificate schedule, by another person with the intention of permanently depriving you of it

Unattended 

not within your sight at all times and out of your arms-length reach.

United Kingdom   

England, Wales,  Scotland and Northern Ireland.

We, Us, Our   

UK General Insurance Ltd on behalf of Watford Insurance Company Europe Limited.

Year

the period of 12 calendar months commencing on and from the day you purchase this policy

You,Your,Yourself 

the person who owns the mobile phone covered by this policy, as stated on your certificate schedule as ‘the Insured’.

What Is Covered?

Some of these sections are optional, you should read this policy inconjunction with your certificate schedule which confirms the sections you are insured under

Accidental Damage

We will repair or replace your mobile phone up to the limit of liability if it suffers accidental damage. Where only part or parts of your mobile phone have been accidentally damaged, we will only repair or replace that part or parts.

Accidental Loss

If you selected the option to insure your mobile phone against accidental loss we will replace your mobile phone in the event of accidental loss. Where only part or parts of your mobile phone have been accidentally lost, we will only replace that part or parts. If you have accidental loss cover this will be stated on your certificate schedule.

Breakdown

We will repair or replace your mobile phone up to the limit of liability if it suffers breakdown, provided that your mobile phone is returned to us. Please note that we will only repair or replace your mobile phone if the breakdown occurs outside the manufacturer’s guarantee period.

Theft

If you selected the option to insure your mobile phone against theft, we will replace your mobile phone if it is stolen. Where only part or parts of your mobile phone have been stolen, we will only replace that part or parts. If you have theft cover this will be stated on your certificate schedule.

Accessories

In the event of a claim being agreed by us in respect of your mobile phone we will replace any accessories that have been accidentally damaged at the same time as your mobile phone up to a maximum value of £150.

In the event that we agree a claim and you have selected the option to insure your mobile phone against accidental loss or theft, we will replace any accessories that have been accidentally lost or stolen at the same time as your mobile phone up to a maximum value of £150. If you have accidental loss or theft cover this will be stated on your certificate schedule.

In the event that your scheme administrator agrees to replace your mobile phone following a claim for a breakdown, accidental loss, accidental damage or theft, where your replacement mobile phone is not compatible with your accessories, we will reimburse you for the costs of replacement accessories which are compatible with your replacement mobile phone up to a maximum value of £150.

Important: We will only provide cover if the mobile phone has a functioning SIM registered at your address. In the event of a claim we will request your call records to prove that the mobile phone has been in use since policy inception and up to the event giving rise to the claim.

Policy Limits

Limit of liability

Our liability, in respect of any one claim in relation to your mobile phone, will be limited to the replacement cost of each mobile phone being claimed for and, in any event, shall not exceed the maximum liability as shown on your certificate schedule.

Our liability in respect of any accessories will be limited to the replacement cost of those accessories subject to a maximum overall limit of £150.

Policy excess

There is a policy excess applicable to your mobile phone in respect of every claim (this is the amount you must contribute towards your mobile phone that is subject to a claim).  This excess must be paid by you before we settle your claim. The excess amount applicable in respect of each claim covered under this policy is as shown on your certificate schedule.

 

What Is Not Covered?

We will not cover the following:

1. gradual deterioration of the battery.

2. any amount recoverable under any guarantee warranty or other insurance

3. any gradual deterioration, mechanical or electrical breakdown, or internal cause affecting the smooth running or functionality of the mobile phone

4. Any damage or loss of functionality caused by software or system viruses and/or software or system updates

5. The policy excess.

6. Any claim for a mobile phone not owned by you or where you cannot provide proof of purchase, proof of exchange as requested by the administrator.

7. Any claim for theft of your mobile phone which is stolen from any motor vehicle unless the motor vehicle's windows and doors have been closed and locked and all security systems have been activated with your mobile phone out of view in an enclosed storage compartment, boot or luggage space. A copy of the repair's account for damages to the motor vehicle must be supplied with any claim that is made regarding the theft of your mobile phone from a motor vehicle.

8. Any theft of your mobile phone from any motor vehicle between 22.00 hours and 06.00 hours

9. Any claim where you have not taken reasonable precautions to protect your mobile phone

10. Any mobile phone claim where the proof of usage is not provided.

11. Any claim involving theft or accidental loss unless you have reported the incident to the appropriate authorities as soon as reasonably possible following the discovery of the theft or accidental loss and you have obtained an appropriate incident number.

12. Any theft of your mobile phone from any premises, building, land or vehicle unless force resulting in damage to the building, premises or vehicle was used to gain entry or exit.

13. Any theft of the mobile phone from the person unless force, pickpocket or threat of violence is used.

14. Any theft of your mobile phone left unattended in a public place or a place to which the public has regular access.

15. Any claim if your mobile phone was purchased:

  • from a retailor sales outlet situated out side of the UnitedKingdom;
  • second hand
  • from any auction site
  • refurbished without at least a12-month warranty

16. Any theft or accidental loss of, or accidental damage to your mobile phone whilst in the possession of anyone else other than you or your immediate family.

17. Any accidental loss, theft, accidental damage or breakdown to any SIM or memory card in isolation unless it accompanies a valid claim for your mobile phone.

18. Any accidental damage, breakdown claim where the IMEI cannot be determined from your mobile phone.

19. Any loss of or damage to information,data or software contained in or stored on your mobile phone.

20. Any Theft or Accidental Loss of your mobile phone where optional Theft of Accidental Loss cover is not in force.

21. Any repairs or other costs for:

  • servicing, inspection, maintenance or cleaning;
  • loss caused by a manufacturer’s defect or recall of your mobile phone
  • where the defect or recall occurs during the manufacturer’s warranty;
  • replacement of or adjustment to fittings, control knobs or button, batteries and aerials;
  • repairs carried out by anyone not authorised by us;
  • any faulty or defective design, materials or work manship or any defect which is hidden or not obvious to you when you purchased your mobile phone;
  • wear and tear or gradual deterioration of  performance;
  • claims arising from abuse, misuse or neglect by the user;  and
  • any mobile phone where the IMEI has been tampered with in anyway.

22. Any kind of damage what so ever unless your damaged mobile phone is provided to your scheme administrator for repair.

23. The VAT element of any claim if you are registered for VAT.

24. Any reconnection costs or subscription fees of any kind.

25. The costof replacingany personalised ring tones or graphics, downloaded material or software.

26. Any expense incurred as a result of not being able to use your mobile phone, or any loss other than the repair or replacement costs of your mobile phone.

27. Any loss or damage or liability directly or indirectly arising from ownership or use of your mobile phone, including but not limited to any illness or injury you suffer from owning or using your mobile phone.

28. Any other costs that are caused by the event which led to your claim unless specifically stated in this policy wording.

29. Cosmetic damage to your mobile phone, including but not limited to scratches, dents and discolouration which do not affect the functionality of your mobile phone.

30. Claims for accidental loss and theft unless you contact your network provider as soon as reasonably possible following discovery of the incident to place a call bar on your mobile phone

 

31. Any loss, damage or liability where your mobile phone is not fitted with an active functioning SIM or where your network provider cannot verify the mobile phone has been in use since policy inception and up to the event giving rise to the claim.

32. Any breakdown arising from the failure of any electrical or computer equipment, software, micro-controller, microchip, accessories or associated equipment to correctly recognise and process any calendar date or time.

33. Any theft, accidental loss, damage or liability where your mobile phone is sent through the post if it has not been sent in a padded envelope/boxby registered mail.

34. Payment of a claim or provision of any other benefit under this policy if we are prevented from doing so by any economic sanction which prohibits us or our parent company (or our parent company’s ultimate controlling company) from providing cover under this policy.

Economic sanctions change from time to time and can include prohibiting the transfer of funds to a sanctioned country, freezing the assets of a government, the corporate entities and residents of a sanctioned country, or freezing the assets of specific individuals or corporate entities.

This means that if you are the subject of an economic sanction we may not be able to provide cover under the policy.

35. War:Any direct or indirect consequence of war, civil war, invasion, acts of foreign enemies (whether war be declared or not), rebellion, revolution, insurrection, military or usurped power, or confiscation, nationalisation, requisition, destructionof or damage to property by or under the order of any government, local or public authority.

36. Terrorism: Any direct or indirect consequence of terrorism as defined by the Terrorism Ac t2000 and any amending or substituting legislation. We will, however, cover any lossor damage (but not related cost or expense,caused by any act of terrorism) provided that such act did not happen directly or indirectly because of biological, chemical, radioactive or nuclear pollution or contamination or explosion.

37. Radiation: Any direct or indirect consequence of:

  • Irradiation, or contaminationby nuclear material;or
  • Theradioactive, toxic, explosive or other hazardous or contaminating properties of any radioactive matter; or
  • Any device or weapon which employs atomic or nuclear fission or fusion or other comparable reaction or radioactive force ormatter.

38. ElectronicData: Any consequence, howsoever caused, including but not limited to Computer Virus in Electronic Data being lost, destroyed, distorted, altered, or otherwise corrupted.

For the purposes of this Policy, Electronic Data shall mean facts, concepts and information stored to form use able for communications, interpretations, or processing by electronic or electromechanical data processing or other electronically controlled hardware, software and other coded instructions for the processing and manipulation of data, or the direction and manipulation of such hardware.

For the purposes of this Policy, Computer Virus shall mean a set of corrupting, harmful, or otherwise unauthorised instructions or code, whether these have been introduced maliciously or otherwise, and multiply themselves through a computer system or network of what so ever nature.

Cancellation and the Cooling-Off Period

To cancel this policy, please contact your scheme administrator :

Citymain Administrators Limited, 3000 Lakeside,North Harbour,Western Road, Portsmouth, PO6 3FQ.

Telephone: 0333 9997912 (local ratecall)

Email:info@citymain.com

You have the right to cancel this policy within 14 days of the date you purchased the policy or when you received the policy documents, if this is later. You do not need to provide a reason for cancellation, and we will provide a full refund of any premium paid, unless you have made a claim or there has been an incident likely to result in a claim.

You may cancel this policy at any time after the initial 14-day cooling-off period.

If you pay your premium monthly in advance on a monthly rolling basis and you cancel this policy after the 14-daycooling-off period, there will be no refund of premium because you will only have paid for the cover you have already received.

If you have an annual policy for which you pay an annual premium once a year and you cancel this policy after the 14-day cooling-off period, provided no claim has been made, you will receive a proportionate refund ofthe annual premium you have paid.

Cancellation by us

We may at any time cancel any insurance policy by giving 14 days’ notice in writing,where there is a valid reason for doing so. A cancellation letter will be sent to you at your last known address. Valid reasons may include but are not limited to:

a)       non-payment of premium

b)       threatening and abusive behaviour

c)       failure to provide documents

d)       non-compliance with policy terms and conditions.

e)       a change in your circumstances means that we can no longer provide cover

f)        where we identify your involvement in, or association with, insurance fraud o rfinancial crime

g)       where you have misrepresented or provided false information to the questions asked you when purchased, renewed or amended your policy

If we cancel your policy, we will provide a refund of your premiums less a charge for the cover already provided, unless the reason for cancellation relates to fraud, which is detailed on page 16.

Changing the Policy

You must take reasonable care to provide accurate and complete answers to all the questions you are asked when you take out or make changes to this policy.

You must notify your Administrator as soon as possible if any of the information in your policy documents is incorrect or if you wish to make a change to your policy.

If you do not provide accurate and complete answers to the questions you are asked, or you fail to notify your administrator of any incorrect information or changes you wish to make, your policy may not operate in the event of aclaim, we may charge you and additional premium,  we may not pay any claim in full or your policy could be invalid.

Changes that may affter your cover

You must tell us as soon as possible about any changes to the information you provided when you purchased this policy,for example:

  • Your name or address

This is not an exhaustive list and any changes you tell us about may affect your cover or result in a change to your premium. If you are unsure whether a change may affect your cover, please contact your administrator.

Mid-Term Adjustments

Should you replace your mobile phone with a new one whilst this policy is in force, we will consider transferring the benefit of this policy however, if the new mobile phone falls into a different premium banding to your original one the premium payable may change.

We will advise you of any change in premium or excess at the time that you update your mobile phone. A new certificate schedule will be issued. You must advise yours cheme administrator of the make and model and IMEI of your new mobile phone (whereapplicable). In the event of a claim you will need an official proof of purchase, proof of exchange and/or proof of warranty showing the details of your updated mobile phone and you should note that any age restrictions on your mobile phone will apply at the time of insuring your new mobile phone.

If you transfer your mobile phone to any person, the cover under this policy is not transferrable. If you do sellor give your mobile phone to anyone else the policy can be cancelled subject to the cancellation terms above.

How To Make A Claim

All claims must be notified as soon as it is reasonably possible after the event which causes you to submit a claim.

Following these procedures, and any instructions or advice given to you by your scheme administrator will help your claim to run smoothly.

Theft and Accidental Loss Claims

You must notify the appropriate local police authority as soon as possible following discovery of thei ncident and obtain a crime/incident reference and a copy of the police crime report (where applicable).

You must also contact your network provider as soon as possible following discovery of the incident to place a call bar on your mobile phone.

For all claims (including accidental damage, theft, accidental loss, and breakdown)

You should contact your scheme administrator as soon as reasonably possible following discovery of the incident (or in the event of an incident occurring outside of the United Kingdom as soon as reasonably possible following your return to the United Kingdom):

Online: claims: www.eclaimcity.co.uk
Phone: 0333 999 7912 (local rate call)
Email:
claims@citymain.com

Posts:

The CoverMe4 Claims Team, Citymain Administrators Limited, 3000 Lakeside,North Harbour, Western Road, Portsmouth, PO6 3FQ.

You should complete any claim form you may be provided with fully and return it to your scheme administrator in accordance with their instructions, together with any supporting documentation including, but not limited to:

incident or crime reference number or lost property number or police crime report (whereapplicable);

proof of purchase, proof of date of purchase, proof of exchange; proof of usage;and any other documentation we reasonably request that is relevant to your claim.

Where you are making a claim for accidental damage or breakdown, you will be asked to send your mobile phone to your scheme administrator in a padded envelope/ box by registered mail. You will be responsible for the cost of posting your mobile phone to your scheme administrator. There is no cover provided by this policy in respect loss, damage or theft for mobile phones which are not mailed this way.

Your scheme administrator will assess your claim, and aslong as your claim is valid, will authorise the repair or replacement of your mobile phone in accordance with the ‘Specific Claims Conditions’ section of this policy.

Before your claim can be settled, you must pay the excess.

Where an excess is paid, and you do not send in your mobile phone at the request of the scheme administrator within 90 days, the claim will be closed, and the excess refunded to you, less a £25 administration fee retained by the scheme administrator to cover claim costs incurred. If you later decide to reopen the claim the full excess must be paid before the scheme administrator will proceed with your claim.

Citymain Adminstrators Ltd are an insurers agent and in the matters of a claim act on behalf of the insurer.

To help improve its service, your scheme administrator may record or monitor telephone calls.

Specific Claims Conditions

Equipment Repairs

If your scheme administrator determines that your mobile phone can be repaired following a valid claim:

1. You will be asked to send your mobile phone to your scheme administrator or to our authorised repairer. You will be responsible for the cost of postage. To avoid any further damage being caused to your mobile phone, we recommend that you use a padded envelope/box and send your mobile phone by registered mail. There is no cover provided by this policy in respect of loss, damage or theft for mobile phones which are not mailed in this way.

2. Your scheme administrator will arrange for the repair of your mobile phone and return it to you by courier to your last known address or the address specified on your claim submission.

3. We will provide a 3 month*  guarantee against technical fault or mechanical breakdown of your mobile phone,where it is linked to the repair undertaken.

*the 3-month  time period commences from the date of receipt by you of the first repaired/ replacement mobile phone sent to you as settlement of your claim and ends 3 months after the date of receipt of the first repair or replacement mobile phone.

Replacement Equipment

If your scheme administrator determines that your mobile phone needs to be replaced following a valid claim:

1. Your scheme administrator will endeavour to replace your mobile phone with an identical, fully refurbished (or new where a refurbished item is not available) mobile phone of the same age and condition as your mobile phone . However, in the unlikely event this is not possible, your scheme administrator will provide you with a fully refurbished (or new where a refurbished item is not available) mobile phone of a comparable specification or the equivalent value taking into consideration the age and condition of your mobile phone prior to your claim.

2. We will provide a 3 month* guarantee against technical fault or mechanical breakdown of the replacement mobile phone.

3. Any mobile phone replaced by your scheme administrator will be guaranteed for 3* months.

4. Any mobile phone replaced by your scheme administrator will be of United Kingdom Accessories which are not compatible with your replacement mobile phone will be replaced by your scheme administrator up to a value of £150.

5. We will endeavour to replace your mobile phone with the same colour. Please note that it may not always be possible and therefore you will be provided with an alternative colourin that situation.

6. If we replace your mobile phone the damaged, stolen or accidentallylost the original mobile phone becomes our property. If your accidentally lost or stolen mobile phone is returned or found, you must notify us and send it to your scheme administrator if you are asked to do so.

*the 3 month time period commences from the date of receipt by you of the first repaired/ replacement device sent to you a ssettlement of your claim and ends 3 months after the date of receipt of the first repair or replacement device.

Other Insurance

If at the time of a valid claim under this policy there is another insurance policy in force which covers you for the same loss, we may seek a recovery of some or all of our costs from the other insurer. You must give us any help we may reasonably need to assist us with our loss recoveries. In the event of aclaim you may beasked to provide details of any other contract, guarantee, warranty or insurance that may apply to your mobile phone , including but not limited to your house hold insurance.

Fraud

If you or anyone acting for you makes a false or fraudulent claim,which includes but is not limited to;

making a statement to us or anyone acting on our behalf, knowing the statement to be false;

sending us or anyone acting on our behalf a document, knowing the document to be forged or false;

making a claim for any loss or damage you caused deliberately or acting dishonestly or exaggerating a claim

We;

are not liable to pay the claim:and

may recover from you any sums paid by us to you in respect of the claim;and

may by notice to you treat the contract as having been terminated with effect from the time of the fraudulent act.

If we exercise our right under(c) above, we shall not be liable to you in respect of a relevant event occurring after the time of the fraudulent act. A relevant event is what ever gives rise to our liability under the insurance contract, such as the occurrence of a loss, the making of a claim, or the notification of a potential claim. We will not return any of the premiums paid.

This Information may also be shared with the police and other insurers for fraud prevention purposes.

Duty of Care

You must take care to prevent any accidental damage, malicious damage or theft and keep your Mobile Phone and/ or accessories in accordance with the security requirements and maintain them in a good state of repair and condition. You must take care to comply with all statutory obligations and regulations imposed by any statutory, regulatory, or government authority.

Other Insurance Policies

If there is any other insurance policy covering the same loss, damage or liability we will not pay more than our rateable share.

Subrogation

If a third party is believed to be responsible for any claim, we may take over, defend or settle the claim,or take up any claim in your name for our own benefit. This is known as exercising our right of subrogation. You must give us all the help and information we reasonably require for the purpose of exercising this right. You will take no action or make any agreements that may weaken or remove our rights under this clause without our prior written permission. We will pay any costs or expenses involved in exercising our right of subrogation.

Evidence to Support Your Claim

You must provide us with any receipts, proof of purchase, proof of exchange, proof of warranty and any other documentation that we may reasonably request and that is relevant to your claim.

Customer Service and Complaints

We believe you deserve a courteous,fair and prompt service. I fthereis any occasion when our service does not meet your expectations, please contact us using the appropriate contact details below and provide the policy/claim number and your name to help us deal with your comments quicker.

Claims, Servicerelated and Sales related complaints:Citymain Administrators Limited, 3000

Lakeside,North Harbour, Western Road,Portsmouth, PO6 3FQ

Phone: 0333999 7912 (local rate call)

E-mail: info@citymain.com

Following our complaints procedure does not affect your legal rights as a consumer. For further information you can contact the Citizens Advice Bureau or Trading Standards.

If we have not completed our investigations in to your complaint within 8 weeks of receiving your complaint or if you are not happy with our Final Response, you may ask the Financial Ombudsman Service (FOS) to look at your complaint. If you decide to contact them, you should do so within 6 months of receiving our Final Response Letter.

For more information regarding the scopeof the Financial Ombudsman Service please refer to www.financial-ombudsman.org.uk. The Financial Ombudsman Service, Exchange Tower, London E14 9SRTel: 08000234567

Get in touch online: https://www.financial-ombudsman.org.uk/contact-us/complain-online

General Conditions

Automatic renewal of this policy

If you have a monthlypolicy:

To make sure you have continuous cover under this policy we will automatically renew this policy each month, unless you advise us otherwise and your monthly premium will be collected by the method chosen by you at the time of the initial purchase of this policy. You can contact us at anytime to inform us that you do not wish to auto renew your policy by calling 0333 999 7912 (local rate call).

If you have a nannual policy:

We will contact you up to 30 days before the annual renewal date of this policy and we will tell you then if there are any changes to your premium or the policy terms and conditions (which will only eve rapply at your next renewal date). If you have informed us that you,do not wish to renew your policy then your policy will not renew at the end of the period of insurance.

Your renewal premium will be taken by the same method used during your initial purchase. If your payment details have changed, please follow the instructions on the renewal notification. You can advise your scheme administrator about any changes to this policy details a tany time by calling 0333999 7912 (local ratecall).

If you do not want to auto renew this policy, you just need to contact your scheme administrator via the contact details provided in there newal notice. If you do nothing, then this policy will automatically renew for a further period of 12months.

We reserve the right not to invite the renewal of your policy. In this event we will notify you in writing to let you know.

Our right to change the premium and/or cover (monthly policies)

You will receive at least 30 days written notice if we decide,or need, to change this policy cover, the policy excess or the price of this policy for any reason for example:

to reflect increases or reductions in the cost (or projected cost) of providing this policy, including, but not limited to, increases or reductions caused by changes to the number, length, cost or timing of claims which we, as part of our pricing policy, have assumed or projected will be made under this policy;

to cover the cost of any changes to the cover/ benefits provided under this policy including, but not limited to, reductions in the time that you must wait before a claim can be paid or the removal of one or more policy exclusion;or

to cover the cost of changes to the systems, services or technology insupport of this policy.

Any minor changes we make to this policy that do not affect the nature of the cover, the benefit provided, the excess payable or the premium you will pay, will be notified to you through your annual statement or annual renewal letter, for example:

to make minor changes to this policy wording that do not affect the nature of the cover and benefit provided such as changes to make the policy easier to understand;

to reflect changes in the law, in regulation (including any decision of a regulatory body), or to any code of practice or industry guidance affecting us or this policy;

to reflect changes to taxation applicable to this policy (including, but not limited to, Insurance Premium Tax);

Where we make changes to the policy cover, benefit provided, excess payable or policy premium that is favourable to you, we may make changes immediately and advise you within 30 days of the change having been made if the change is favourable to you.

Upon receiving notice of any changes or proposed changes to this policy, you may cancel cover immediately by contacting your scheme administrator if you are unhappy with the change or proposed change.

Our right to change the premium and/or cover (annual policies)

If you have an annual policy,we will only make changes to this policy at the annual renewal date. We will notify you of these changes when we send the renewal notification. If you are unhappy with any of the changes to this policy which are set out in your renewal notice,  you must let us know before the renewal date of this policy that you do not wish to renew this policy.

Protecting your mobile phone

You must take all reasonable precautions to protect your mobile phone agains taccidental damage, accidental loss, and theft and act as if your mobile phone were not insured. You must keep your mobile phone on youat all times and when you do leave your mobile phone unattended, you must keep your mobile phone out of sight and locked away.

Legal Regulatory and Other Information

Law and Legal Proceedings applicable to this policy

This policy is governed by English law.

Financial Services Compensation Scheme

If Watford Insurance Company Europe Limited cannot meet their obligations,you may be entitled to compensation from the Financial Services Compensation Scheme (FSCS). You can get more information about compensation scheme arrangements from the FSCS or visit www.fscs.org.uk.

Premiums and claims–your rights

When handling premium payments from you that are due to us and when handling any claim,you make, your scheme administrator acts as our authorised agent. This means that when you pay a premium to yourscheme administrator itis deemed to have been received by us on receipt by your scheme administrator.

Any valid claim you make is not deemed to have beens ettled by us until you havea ctually received a repaired or replacement item from your scheme administrator.

Privacy and Data Protection Notice

UK General Notice

Data Protection

We are UK General InsuranceLtd, referred to as “we/us/our” in this notice. Our data controller registration number issued by the Information Commissioner’s Officer isZ7739575.

This information is relevant to anyone who uses our services, including policy holders, prospective policy holders, and any other individuals insured under a policy.

We are dedicated to being transparent about what we do with the information that we collect about you.

We process your personal data in accordance with the relevant data protection legislation.

Why do we process your data?

The provision of your personal data is necessary for us to administer your insurance policy and meet our contractual requirements under the policy. You do not have to provide us with your personal data, but we may not be able to proceed appropriately or handle any claims if you decide not to do so.

What information do we collect about you?

Where you have purchased an insurance policy through one of our agents, you will be aware of the information that you gave to them when taking out the insurance. The agent will pass your information to us so that we can administer your insurance policy.

For specific types of insurance policies, for example when offering you a travel insurance policy, we may process some special categories of your persona ldata, such as information about your health.

We collect this data as we are required to use this information as part of your insurance quotation or insurance policy with us. We may also process the data where it is necessary for a legal obligation, or as part of the establishment or defence of a legal claim.

We also process special categories of your personal data as it is in the substantial public interest and it is necessary:

for administering your insurance policy;or

to prevent and detect an unlawful act (e.g.fraud).

UK General’s full privacy notice

You can get more information about this by viewing our full Privacy Notice online at http://ukgeneral.com/privacy-notice or request a copy by emailing us at dataprotection@ukgeneral.co.uk. Alternatively, you can write to us at: Data Protection, UK General Insurance Ltd, Cast House, Old Mill Business Park, Gibraltar Island Road, Leeds, LS10 1RJ.

WATFORD INSURANCE COMPANY EUROPE LIMITED INFORMATION NOTICE

 

Personal Data provided in connection with this policy will be used and processed in line with the Privacy Policy. A copy of this is available at https://www.watfordre.com/privacy-policy/