Privilege and Privilege Premier current accounts - Mobile Phone Insurance and UK & European Motor Breakdown Cover Policy Summaries and Policy ...
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Privilege and Privilege Premier
current accounts
Mobile Phone Insurance and
UK & European Motor Breakdown Cover
Policy Summaries and Policy Documents
525730_CBG_MKT10904.indd 1 08/05/2018 16:052 Contents
Mobile Phone Insurance and UK & European Motor Breakdown Cover
Contents
Mobile Phone Insurance UK & European Motor Breakdown Cover
One of the great benefits of your Privilege or Privilege Premier current account is Mobile Phone If you have taken out a Privilege Premier current account, you also receive UK & European
Insurance. This booklet gives you the full details, from important terms and conditions to what Motor breakdown cover; giving you reassurance that you’ll always have someone to rely on if
to do if you need to make a claim. you happen to breakdown. This booklet contains all the information you need to know about
your Policy, from what to do in an emergency to the terms and conditions of your cover.
Policy summary Page 3
Policy document Page 6 Demands and needs Page 18
Who is this cover designed for? Page 7 Policy summary Page 19
The cover you receive Page 8 Terms and Conditions Page 24
What you are NOT covered for Page 9 How to obtain assistance in the UK Page 25
Actions you will need to take on loss, theft, breakdown Services in the UK Page 25
or damage to your mobile phone Page 11 Recovery Page 26
How to make a claim Page 12 At Home Page 26
What you need to know about the claims process Page 12 Replacement car hire Page 27
What if your claim is rejected? Page 12 How to obtain assistance abroad Page 28
Tell us when your details change Page 13 Mobile and car phones Page 28
Fraud Page 13 Services whilst abroad Page 29
Price of your insurance Page 13 Additional services Page 31
Duration of this Policy Page 13 Spare parts dispatch Page 31
Cancelling your insurance Page 13 Accidental damage to or loss of tent Page 32
Making an enquiry or complaint Page 14 Urgent message relay service Page 32
Choice of law Page 14 Replacement driver Page 32
If we need to change the terms of the policy Page 14 Customs claims indemnity Page 32
Financial Services Compensation Scheme (FSCS) Page 14 Policy requirements and limitations Page 32
Status disclosure Page 14 Policy exclusions (Service in the UK and abroad) Page 35
Data Protection - How we handle your personal information Page 15 European claims procedure and conditions Page 37
General Page 38
Your right to cancel Page 39
Caring for our customers Page 40
525730_CBG_MKT10904.indd 2 08/05/2018 16:05Mobile Phone Insurance 3
Mobile Phone Insurance
The Co-operative Bank Privilege and Privilege Premier current account
Mobile Phone Insurance provided by Lifestyles Services Group Limited
and underwritten by Assurant General Insurance Limited
Demands and Needs
Mobile Phone Insurance is designed for Co-operative Bank Privilege and Privilege Premier
Policy summary
current account holders who wish to ensure that their mobile phone(s) and/or those of We recognise that your mobile phone is so much more than just a device to make and
their family member(s) is covered against loss, theft, accidental damage, water and liquid receive calls. As a benefit of being a Co-operative Bank Privilege or Privilege Premier
damage, electrical or mechanical breakdown and unauthorised calls. The Co-operative Bank current account holder, we will repair or replace your mobile phone(s) in the circumstances
are not providing you with a personal recommendation based on your individual summarised below. These are explained in full detail in the insurance policy document.
circumstances as to whether this policy is suitable for your needs; and recommend that you
read the policy summary below. We want you to get the most out of this policy, and that means you need to be clear on what
is and isn’t covered. The policy summary and policy documents provide details of the policy,
Status Disclosure which you must read to ensure that the policy meets your needs. Full terms and conditions
of the policy can be found in the policy document. you may need to review this policy
This policy has been arranged as part of your bank account and is administered by Lifestyle
periodically to ensure it continues to meet your requirements.
Services Group Limited (Financial Services Register No. 315245) with a single insurer,
Assurant General Insurance Limited (Financial Services Register No. 202735).
What you are covered for
Assurant General Insurance Limited is authorised by the Prudential Regulation Authority T his policy covers up to four mobile phone(s) and SIM card(s) for each Co-operative Bank
and regulated by the Financial Conduct Authority and the Prudential Regulation Authority. Privilege or Privilege Premier current account (which must be owned by the account holder
Lifestyle Services Group Limited is authorised and regulated by the Financial Conduct (you) or their family members. A family member is a relative living at the same address
Authority. All firms’ register details can be checked on the Financial Services Register by as you).
visiting the FCA’s website www.fca.org.uk/register or by phoning 0800 111 6768.
• Replacing or repairing your mobile phone, up to a maximum value of £1,500 (including
VAT) per claim, in the event of:
– loss
– theft
– damage
– breakdown (including faults)
occurring anywhere in the world.
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Mobile Phone Insurance
• Unauthorised network charges from the point that your mobile phone was lost or stolen If you need to claim
for up to 24 hours after discovery of the loss or theft, up to a maximum value of £2,000
(including VAT) per claim for monthly contract phones and £200 (including VAT) per • You should tell us about your claim as soon as possible after becoming aware of the loss,
claim for Pay As you Go phones. theft, damage, or breakdown, and inform the police and your airtime provider (in the case
of loss or theft).
• Mobile phone accessories that are lost, stolen or damaged at the same time as your
mobile phone, up to a maximum value of £350 (including VAT) per claim. • You may need to send us proof that the mobile phone is yours which should include the
make, model, memory size, colour and IMEI number (details of how to find this number
are in the section on ‘Actions you will need to take on loss, theft, breakdown or damage
What you are NOT covered for to your mobile phone’ in the policy document).
You need to pay a contribution every time you make a successful claim of • We may ask for details on the steps you have taken to report the phone missing and any
– Apple handsets - £75 attempts to recover it.
– Non-Apple handsets - £50 • You can make a claim at www.co-operativebank.co.uk/benefits or by calling
This is the excess. your excess is payable for every accepted claim and must be 0344 249 9981.
paid before your claim will be settled. • If your mobile phone has the functionality, activate any location finder app or software
• More than two instances that give rise to an accepted claim for each account holder in to help you in retrieving it. This may also enable you to lock and wipe the data stored on
any 12-month period. A full description is in the ‘What you are NOT covered for’ section your mobile device.
of the policy document. • When returning any items in order for repair to be carried out, please ensure that you
• Theft, loss, damage or breakdown where you have knowingly put your mobile phone have removed any locking mechanism (e.g. ‘Find my iPhone’) before you send your
at risk or you have not taken care of it. Examples are provided in the ‘What you are device to us. If this isn’t removed this will affect the processing of your claim and the
NOT covered for’ section of the policy document, which you should read to help you handset may be returned to you for the block to be removed before the claim can be
understand the cover. assessed. We may not be able to complete a claim until we can confirm the security
features have been removed.
Price of your insurance
This policy is provided as a benefit of you being a Co-operative Bank Privilege or Privilege Cancelling your insurance
Premier current account holder. The cost is an inclusive part of your Privilege or Privilege You have the right to cancel your insurance at any time. If you or The Co-operative Bank
Premier current account monthly subscription. close your account, or The Co-operative Bank terminates the cover provided through the
account benefits package, cover will stop immediately unless you are moving from one
qualifying account to another. No refund is due upon cancellation.
Duration of this policy
Cover commences on the date you open a Privilege or Privilege Premier current account
and will continue for each month you hold that account and continue to pay the monthly Got a question? Need to make a complaint?
subscription. Your policy will remain in place until it is either cancelled by you, or if you We want to make sure you’re happy. Should you need to talk to us, contact us by calling
or The Co-operative Bank close your Co-operative Bank Privilege or Privilege Premier 0344 249 9981 or email LSG.Customerrelations@lifestylegroup.co.uk.
current account. If after making a complaint you are still unhappy, you may contact the
Financial Ombudsman Service by writing to: Financial Ombudsman Service,
Exchange Tower, London, E14 9SR, United Kingdom.
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Mobile Phone Insurance
Or you can phone 0800 023 4567 or 0300 123 9 123 from a mobile. Need another copy?
This document is also available in large print, audio and Braille, so please do not hesitate
Website: www.financial-ombudsman.org.uk
to get in touch with us on 0344 249 9981 if you’d like to request a copy in one of these
formats. The same applies if you just need a replacement.
If you purchased your account online you may also have the option to refer your complaint to
the Financial Ombudsman Service using the Online Dispute Resolution platform.
The platform has been established by the European Commission to provide an online tool for
Financial Services Compensation Scheme (FSCS)
consumers to resolve disputes about goods and services purchased online. The platform can Assurant General Insurance Limited is covered by the Financial Services Compensation
be found at http://ec.europa.eu/consumers/odr Scheme (FSCS). you may be entitled to compensation from the scheme in the unlikely
event they cannot meet their liabilities to you. General insurance contracts are covered for
90% of the entire claim with no upper limit. Further information is available from the FSCS
These procedures do not affect your right to take legal action. by calling 0800 678 1100 and online at fscs.org.uk
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Mobile Phone Insurance
The Co-operative Bank Privilege and Privilege Premier current account
Mobile Phone Insurance provided by Lifestyles Services Group Limited
and underwritten by Assurant General Insurance Limited
Policy document
Your Mobile Phone Insurance Policy Registering your mobile phone
In this document you will find everything you need to know. Please read this To help us administer your policy more effectively and to help simplify the claims
carefully to make sure this policy is right for you; if you have any questions then visit process, you can provide us with your mobile phone details. This can be done through
co-operativebank.co.uk/benefits or call us on 0344 249 9981. This policy co-operativebank.co.uk/benefits or by calling 0344 249 9981.
constitutes an agreement between you and the insurer, Assurant General Insurance Limited.
The insurer has appointed Lifestyle Services Group to administer the policy. References to You will need the following information when registering your handset:
‘we/us/our’ relates to Assurant General Insurance Limited and Lifestyle Services Group.
• Make.
• Model.
• IMEI number. The IMEI number is the unique serial number for your mobile phone.
You can find it by inputting *#06# into your mobile phone. It should also be noted on the
documentation that came with your mobile phone when you purchased it. Your airtime
provider may also be able to provide it to you.
• Telephone number.
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Mobile Phone Insurance
Who is this cover designed for?
Summary Description
For many of us, our mobile phone is much more than a device for making calls. It means This policy is designed for when you have a mobile phone and you want to cover the cost
you can stay in contact wherever you are, it stores valuable memories and so much more. of repairing or replacing your mobile phone against loss, theft, damage and breakdown,
We would advise that you regularly back up the contents of your phone as we are subject to an excess payment by you for every accepted claim. You should consider this
unable to retrieve or provide cover for anything stored on your phone. excess (£75 for Apple handsets and £50 for non-Apple handsets) to judge whether this
policy is suitable for you.
You should consider any other insurance policies you have when deciding if this policy is
suitable for you. Please be aware that if your phone is already covered under another policy
you cannot make a claim on both policies for one incident.
It is important to note that mobile phone insurance is offered on the understanding that you Having insurance does not mean that you can take risks with your mobile phone, which you
will take care of your mobile phone. would not take if your mobile phone was not insured, as doing so may result in your claim
being declined. Further details can be found in the section ‘What you are NOT covered for’.
We do understand that every claim can be quite different and we will make every effort to take this into consideration when we review a claim.
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Mobile Phone Insurance
The cover you receive
Risks you are covered for Benefits you receive
Your mobile phone and SIM card are Insurance cover for up to four mobile phones and SIM cards for each Co-operative Bank Privilege or Privilege Premier current
covered up to a maximum value of £1,500 account (which must be owned by the account holder (you) or their family members. A family member is a relative living at the
(including VAT) per claim against: same address).
• Loss. If your mobile phone is damaged or breaks down we will either:
• Theft. (1) repair the mobile phone (where possible), or
• Damage. (2) replace it with a mobile phone of the same make, model and memory size. If we cannot do this you will be given a choice
• Breakdown (including faults) of models with an equivalent specification.
occurring anywhere in the world. If your mobile phone is lost or stolen we will replace it with a mobile phone of the same make, model and memory size.
If we cannot do this you will be given a choice of models with an equivalent specification.
Replacements
(1) Where we replace the mobile phone, the replacement may be a remanufactured (not brand new) device.
(2) We will attempt to replace your phone with one of the same colour but we can’t guarantee to do this or replace any limited
or special edition mobile phones.
(3) Where we send you a replacement or repaired item, this will only be sent to a UK address.
If you are charged by your network for your replacement SIM card we will reimburse you.
If you make a successful claim for loss or theft and In the event that you are billed by your network provider as a result of your mobile phone being used after it has been lost or
discover you have been charged for calls, texts or data stolen, we will pay those charges incurred during the period between:
as a result of someone else using your phone. • The moment the loss or theft occurred until 24 hours after you discovered it missing.
These unauthorised network charges are covered up to For example, if your phone was stolen at 8am on Tuesday and you discovered it missing at 11am on Wednesday, you would
a value of £2,000 (including VAT) if you have an airtime be covered for charges made between 8am Tuesday and 11am Thursday, up to the following cover limits:
contract and £200 (including VAT) if you are on Pay As • £2,000 (including VAT) for contract handsets.
You Go. • £200 (including VAT) for Pay As You Go.
If any accessories for your mobile phone are lost, stolen If your accessories are lost, stolen or damaged at the same time as your mobile phone, we will replace them with accessories
or damaged at the same time as your mobile phone, of a similar specification. If we are unable to provide a replacement of a similar specification, we will contact you to discuss an
you are covered for these up to a value of £350 alternative settlement.
(including VAT). That’s cases, headphones,
Bluetooth headsets and other similar items.
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Mobile Phone Insurance
What you are NOT covered for
Summary Description
Excess. You need to pay a contribution every time you make a successful claim of:
• Apple handsets - £75
• Non-Apple handsets - £50
This is the excess. Your excess is payable for every accepted claim and must be paid before your claim will
be settled.
Loss, theft, damage or breakdown as a result of We know how important your mobile phone is to you and we expect that you will take care of it.
not taking care of your mobile phone. If you don’t take care of your mobile phone then we may not pay your claim.
Taking care of your mobile phone means:
• Not knowingly leaving your mobile phone somewhere it is likely to be lost, stolen or damaged. (Just think, would you leave
your wallet or purse there?)
• If you need to leave your mobile phone somewhere then we expect you to lock it away out of sight if at all possible.
If you cannot lock it away then you must leave it with someone you trust or concealed out of sight in a safe place.
• Making reasonable enquiries to find your phone if you think you have lost it.
If you knowingly leave your mobile phone where others can see it but you cannot and your mobile phone is then lost or stolen,
we may not pay your claim.
We will always take into account where you are and what you are doing when we assess whether you have taken care of your
phone. If we believe you have not taken care of your mobile phone, and have knowingly taken a risk with it, we may decline
your claim.
If you knowingly leave your mobile phone somewhere you can’t see it but others can, we may decline your claim for not taking
care of it, for example:
• in a cafe or pub you leave your mobile phone on the table when you go to the bar instead of taking it with you
• leaving your mobile phone on display in your car
• leaving your mobile phone in the care of someone you don’t know well
• if you are at the gym and you leave your mobile phone on a bench in the changing rooms rather than taking it with you or
locking it in a locker
• intentionally damaging your phone.
All of these examples increase the risk of it being lost, stolen or damaged and may result in your claim being declined.
The examples are to help you understand what’s covered and are not the only reasons a claim could be rejected.
525730_CBG_MKT10904.indd 9 08/05/2018 16:0610 Mobile Phone Insurance
Mobile Phone Insurance
What you are NOT covered for (continued)
Summary Description
Cosmetic damage. We only cover damage if it stops the normal functioning of your mobile phone. If it is just a scratch or dent
and your mobile phone still works as expected, then we will not repair or replace it.
We know scratches and scrapes to your mobile phone aren’t nice but we are here to fix your mobile phone when it isn’t
working, so if it still functions as you would expect then we can’t help. For example, a scratched screen would not be covered
but a cracked screen would be covered.
Contents of your mobile phone. We only cover the mobile phone, we don’t cover the contents. This means that any pictures, software,
downloads, apps, music or any other content is not covered by this policy – so make sure you back it
up regularly.
There are lots of ways to back up the contents of your mobile phone and we suggest you do this regularly. If you have a claim
and you lose your mobile phone’s contents as a result, you can download it on to your new mobile phone and be up and
running again in no time.
More than two accepted claims in We insure your mobile phone for up to two accepted claims in any 12-month period. If you make two
any 12 months (per account holder). accepted claims in any 12-month period, your insurance will continue but you will not be able to make
claims for any further incidents that happen before the anniversary of the first claim. This is applicable for
each account holder separately.
For example if you make a claim on 1 January and another on 1 May, you will not be able to make any further claims against
this policy for incidents that happen prior to 1 January of the following year.
Other losses. Any cost or losses that can’t be resolved by the repair or replacement of your mobile phone.
We don’t cover any loss of profit, opportunity, goodwill or other similar losses. We just cover the mobile phone, unauthorised
network charges and accessories.
Any device that is not a mobile phone. This policy is only for mobile phones, SIM cards and accessories. This means we only cover devices that
are designed to make mobile phone calls.
This policy isn’t for tablet computers.
Modifications. If your mobile phone has been modified in any way we will only replace the mobile phone, we do not cover
the modifications that have been made.
Modifications are anything that changes the way your mobile phone looks or operates from the original specifications.
This includes things like adding gems, precious metals or making software changes such as unlocking your mobile phone
from a network.
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Mobile Phone Insurance
Actions you will need to take on loss, theft, breakdown or damage to your mobile phone
Summary Description
Tell your airtime provider if your mobile phone As detailed in ‘The cover you receive’ section, we only pay for unauthorised network charges from the point your mobile phone
is lost or stolen as soon as you can. is lost or stolen and for up to 24 hours after you discover the loss or theft.
If you don’t tell your airtime provider within 24 hours you will be responsible for any further charges.
If you make a claim for unauthorised network charges you will need to provide either the monthly mobile phone bill,
showing the charges, and the bill for the month prior to the unauthorised network charges, or proof of your mobile phone’s
balance prior to the theft or loss.
If your mobile phone is lost or stolen report it Tell the police about any lost or stolen mobile phone as soon as you can; we will ask you to provide the
to the police. police reference number before we will pay any claim for loss and theft.
If you have difficulty reporting your incident to the police please contact us and we can help to guide you.
Report your claim to us as soon as you can. Tell us about a claim as soon as you can. We expect you to tell us about any claim as soon as possible
after discovery of the loss, theft, breakdown or damage.
If you don’t do this we will still consider your claim, however it makes it difficult for us to investigate your claim, recover your
mobile phone if it is lost or stolen or stop any further damage to your mobile phone.
You can log your claim online or by telephone.
Report any loss or theft to the place you We expect you to report your mobile phone as lost or stolen to the place it was lost or you think it has been
believe it has been lost or stolen from. stolen from.
Often mobile phones are found and handed in to the place they were found. We expect you to report the loss or theft of your
mobile phone to the place where you think it was lost or is most likely to be handed back to. We may ask you to provide the
details of where your handset was lost or stolen from and actions you have taken to try to recover it.
Proof of ownership. We need to know that the mobile phone, SIM card and accessories you are claiming for are yours.
Therefore you will need to provide some form of proof of ownership.
You will need to be able to tell us the make and model of your mobile phone. We may ask to see something that tells us that
the items you are claiming for belong to you and confirms the make, model, memory size and IMEI number of your mobile
phone. The IMEI number is the unique serial number for your mobile phone. You can find it by inputting *#06# into your mobile
phone. It should also be noted on the documentation that came with your mobile phone when you purchased it. Your airtime
provider may also be able to provide it to you.
Proof of ownership could include a till receipt or documentation from your airtime provider. If you don’t have any proof of
ownership we may decline your claim.
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Mobile Phone Insurance
How to make a claim
Summary Description
Step One: Please make sure you have read the ‘Actions you will need to take on loss, theft, breakdown or damage to your mobile phone’
section as this tells you what we may need from you in order to settle your claim.
Step Two: You should tell us about your claim as soon as you can after discovering the incident. You can do this by contacting us at
co-operativebank.co.uk/benefits or by calling 0344 249 9981.
Step Three: We will walk you through the simple claims process and tell you what information you will need to provide for us to assess
your claim.
Step Four: You will need to pay your excess for every accepted claim. Your excess can be paid by Visa, MasterCard and debit cards
(we do not accept American Express or Diners Club cards).
Step Five: We will either repair your mobile or send you a replacement. Following a successful claim for the loss or theft of your device
we will blacklist the handset in order to prevent it from being used. It is still important for you to bar your SIM card with the
network as soon as possible.
If you are sending your damaged device to us for repair you must remove any locking mechanism (e.g. Find My iPhone) before we
receive it. If this is not done it will delay your claim and your mobile device may be returned to you unrepaired in order to remove
any locking mechanism. We will not be able to complete a claim until we can confirm the security features have been removed.
What you need to know about the claims process • If any lost, stolen or damaged items are recovered after the claim is approved, they shall
become the property of the insurer and must be returned to us immediately.
• Repairs may be made using readily available parts, or we may provide refurbished Damaged mobile phones, accessories, parts and materials replaced by us, shall become
products, which may contain parts which are of similar or equivalent specification, the property of the insurer.
and which may include unbranded parts. This policy is provided in addition to any
manufacturer’s warranty that applies to your mobile phone (‘applicable manufacturer’s • Lifestyle Services Group handle all claims on behalf of the insurer.
warranty’). Nothing in this policy is intended to affect your rights under the applicable • The cost of sending your mobile phone to us for repair is not covered under this policy.
manufacturer’s warranty or your statutory rights. If any repairs authorised by us
under this policy invalidate the applicable manufacturer’s warranty, we will repair
or replace your mobile phone, as necessary, in accordance with the terms of the
What if your claim is rejected?
applicable manufacturer’s warranty for the unexpired period of the applicable If you’re not happy with the claims decision, we want to hear from you as soon as possible.
manufacturer’s warranty. Please follow the complaints process.
• If we are unable to replace your phone with the same make and model, we will contact
you to discuss an alternative claim settlement.
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Mobile Phone Insurance
Tell us when your details change – Checking details on proposals and claims for all types of insurance.
If you change your mobile phone please tell us so we can keep our records up to date; this – Checking details of job applicants and employees.
can be done quickly and easily online via co-operativebank.co.uk/benefits Please contact us at 0344 249 9981 if you want to receive details of the relevant fraud
prevention agencies.
Fraud
We do not tolerate any aspect of fraudulent activity. We work closely and share data with Price of your insurance
other insurers, law enforcement agencies and airtime providers to identify fraud and support This policy is provided as a benefit of you being a Co-operative Bank Privilege or Privilege
prosecution where the appropriate evidence exists. Our fraud team works tirelessly to prevent Premier current account holder.
and detect fraud. We, and other organisations, may access and use the information recorded by
fraud prevention agencies, from both the UK and other countries. The cost is an inclusive part of your Privilege or Privilege Premier current account
monthly subscription.
It is important that when applying for insurance, or submitting a claim, you or anyone acting
on your behalf must take reasonable care to answer all questions honestly and to the best
of your knowledge. Failure to do so may affect the validity of your policy or the payment of
Duration of this Policy
your claim. Cover commences on the date you open a Privilege or Privilege Premier current
account and will continue for each month you hold that account and continue to pay the
If false or inaccurate information is provided and fraud is identified then we will: monthly subscription.
• Not honour the claim and we will give you notice to cancel your policy from the time of
Your policy will remain in place until it is either cancelled by you, or if you or
the fraudulent act. If an excess has been paid this will not be returned, in order to cover
The Co-operative Bank close your Co-operative Bank Privilege or Privilege Premier
the administration costs incurred as a result of the fraudulent activity.
current account.
• Report you to the relevant authorities and take legal action, if necessary, to recover any
money already paid to you under the relevant claim.
• Pass the details onto your bank or our distribution partner providing this service as part
Cancelling your insurance
of a wider offering. You have the right to cancel your insurance at any time. If you or The Co-operative Bank close
your account, or The Co-operative Bank terminates the cover provided through the account
• Put the details of the fraudulent claim onto a Register of Claims through which insurers
benefits package, cover will stop immediately unless you are moving from one qualifying
share information to prevent fraudulent claims. A list of participants and the name and
account to another. No refund is due upon cancellation.
address of the operator are available on request.
• Pass the details to fraud prevention agencies. Law enforcement agencies may access
and use this information. Other organisations may also access and use this information
to prevent fraud and money laundering, for example, when:
– Checking details on applications for credit and credit-related accounts or facilities.
– Managing credit and credit-related accounts or facilities.
– Recovering debt.
525730_CBG_MKT10904.indd 13 08/05/2018 16:0614 Mobile Phone Insurance
Mobile Phone Insurance
Making an enquiry or complaint If we need to change the terms of the policy
We will always try to be fair and reasonable. If you believe we have not provided you with a In the event that the insurer needs to change the terms, we will give you 30 days’ notice in
satisfactory level of service, please tell us so that we can do our best to resolve the problem. writing to your last known address. This will only be for valid reasons:
The easiest way to contact us is to call us on 0344 249 9981. • To respond proportionately to changes in the law.
• To respond to decisions of the Financial Ombudsman Service.
We will do everything possible to ensure that your query is dealt with promptly. Alternatively,
you can email: lsg.customerrelations@lifestylegroup.co.uk or write to: • To meet regulatory requirements, industry guidance or codes of practice.
• To proportionately reflect other increases or reductions associated with
Customer Services providing the cover.
Lifestyle Services Group Limited • To change the level of cover to reflect any changes in the mobile market.
PO Box 98
Blyth
NE24 9DL Financial Services Compensation Scheme (FSCS)
Assurant General Insurance Limited is covered by the Financial Services Compensation
Lifestyle Services Group handle all queries and complaints on behalf of the insurer. Scheme (FSCS). You may be entitled to compensation from the scheme if they cannot meet
their obligations. General insurance contracts are covered for 90% of the entire claim,
without any upper limit. You can get more information about the compensation scheme
If you are not happy with our decision you can, within six months of our final decision,
arrangements by contacting the FSCS on 020 7741 4100 or 0800 678 1100 or by visiting
refer your complaint for an independent assessment to: The Financial Ombudsman Service,
their website at:
Exchange Tower, London E14 9SR.
www.fscs.org.uk
Telephone: 0800 023 4567 / 0300 123 9123
Email: complaint.info@financial-ombudsman.org.uk Status disclosure
Web: www.financial-ombudsman.org.uk This Policy has been arranged as part of your bank account and is administered by Lifestyle
Services Group Limited (Financial Services Register no. 315245) with a single insurer,
Nothing in these terms, including referral to the Financial Ombudsman Service affects your Assurant General Insurance Limited (Financial Services Register no. 202735),
statutory rights. whose address is Emerald Buildings, Westmere Drive, Crewe CW1 6UN.
Choice of law Assurant General Insurance Limited is authorised by the Prudential Regulation Authority and
regulated by the Financial Conduct Authority and the Prudential Regulation Authority.
English law applies to this policy. It’s written in English and all communication with you will Lifestyle Services Group Limited is authorised and regulated by the Financial Conduct Authority.
be in English.
All firms’ register details can be checked on the Financial Services Register by visiting the
FCA’s website www.fca.org.uk/register.
525730_CBG_MKT10904.indd 14 08/05/2018 16:06Mobile Phone Insurance 15
Mobile Phone Insurance
Data Protection - How we handle your personal • For statistical analysis, customer experience surveys (where permitted and in
compliance with applicable laws), performing internal administrative functions,
information handling customer enquiries, managing customer relationships and evaluating the
Assurant General Insurance Limited (part of the Assurant, Inc. group companies), appropriateness of this Policy and its benefits. We use your information for these
registered in England No. 2341082, with mailing address at P.O. Box 98, Blyth, NE24 9DL, purposes where necessary for pursuit of our legitimate interests (monitoring and
is committed to preserving the privacy of our customers. Please read the following privacy improving our offerings and our customer experience and administering our internal
notice to understand how we, as a data controller, collect, use and protect the personal processes).
information that you (“Policyholder” or “you”) provide to us for purposes of providing the • Risk evaluation and management (including operational risk), debt recovery, fraud and
insurance policy (“Policy”) to you. payment default prevention and evidence management. We use your information for
these purposes where necessary for pursuit of our legitimate interests (protecting our
Personal information that we collect from you business from fraudulent activity and recovering sums due).
We collect and use the following personal information from you as part of providing your • Anti-money laundering, anti-terrorism efforts and sanctions screening. We use
Policy to you: your information for these purposes where necessary for compliance with our
legal obligations.
• Name and contact details (e.g., postal address, telephone number, mobile number,
email address, etc.);
• Policyholder information (e.g., policy number, certificate number, billing and payment Personal information that we collect from other
history, etc.);
sources
• Claims information (e.g., claim number, date of loss and reason, call history, loss details,
We also collect and use personal information about you from third parties. We will receive
Police reference number and supporting documentation, covered device information
your name, contact information (including postal address and telephone number), customer
(including make, model, serial number, IMEI), etc.);
number and policy information (e.g., level of cover), and bank account information (such as
• Records of any correspondence regarding any specific enquiry; and sort code and account number) from your bank or financial institution (through whom you
• Feedback that you provide on our services (including through customer experience have procured this insurance product) to enable us to administer and perform your contract
surveys). of insurance with us.
You can choose whether or not you provide this information to us, but if you decide not to do
so, we will be unable to provide services under this Policy to you. We also receive information about you (relating to your identity and previous claims made)
from fraud prevention agencies, financial institutions and similar organisations to help us
This information is intended to be used by Assurant General Insurance Limited for the
to make decisions on insurance policies and claims for you; trace debtors, recover debt,
following purposes:
prevent fraud and to manage your insurance policy and any claims; check your identity to
• Performance of our obligations under the Policy and provision of the benefits under this prevent money laundering; and undertake additional fraud searches, where necessary in
Policy and including claims management. We use your information for these purposes pursuit of our legitimate interests in protecting our business from fraudulent activity and
where necessary for the performance of your contract of insurance with us. recovering sums due.
525730_CBG_MKT10904.indd 15 08/05/2018 16:0616 Mobile Phone Insurance
Mobile Phone Insurance
Who we share your personal information with Where we send your personal information
Your personal information will be disclosed to other Assurant group companies, our service With respect to the aforementioned purposes, your personal information may be transferred
providers (such as Lifestyle Services Group Limited, an Assurant group company located in outside the European Economic Area to countries that do not have equivalent data protection
the United Kingdom), other insurance companies (e.g., reinsurers), and to any other entity or laws (for example, if we share your data with Apple Distribution International – or ADI – that
service provider contractually obligated to us for the purpose of performing tasks that directly data will be processed and managed by Apple, Inc. which is located in the United States).
relate to the above-described purposes. To ensure an adequate level of security and protection, these transfers will be secured by
standard contractual clauses adopted by the European Commission, in line with applicable
To fulfil your claim, we also share your name, contact details (including postal address, law. The Policyholder may request information about these international transfers,
email address and mobile number), and IMEI of your covered device with the manufacturer. and/or request access to a copy of our standard contractual clauses using the contact
For example, if you have an iPhone, then we will share your device IMEI with Apple, and will details provided below.
also share your name and contact details as necessary.
How long we keep your personal information
In order to prevent or detect fraud or other criminal activity we share information about you
Your personal information will be retained as long as necessary for the performance
with other organisations and public bodies including law enforcement agencies; within the
of the contract of insurance and for as long as required or permitted by applicable law
Assurant group companies and with other insurers; with recognised centralised insurance
or regulation.
industry claims review systems, where your details may be checked and updated; with fraud
prevention agencies and databases - if you give us false or inaccurate information and we
suspect fraud, we record this with fraud prevention agencies. How and why we will contact you
We may contact you by post, mobile phone, text, or email to obtain your views on our
Your personal information will also be disclosed to public bodies and organisations in order services and to let you know about important changes to the services which we are
to satisfy our legal and regulatory obligations, where required. providing or to ask you to complete a customer satisfaction survey. Any information that you
provide to us in response to these communications will not be used or disclosed other than
in accordance with this privacy notice, or without your permission, unless required by law.
If you would prefer us not to contact you to obtain your views and feedback on the service or
you change your mind in the future and would like us to stop contacting you for this purpose,
you can request this at any time by calling us on 0344 249 9981 or in writing to:
Lifestyle Services Group Limited, P.O. Box 98, Blyth, NE24 9DL.
525730_CBG_MKT10904.indd 16 08/05/2018 16:06Mobile Phone Insurance 17
Mobile Phone Insurance
Your rights
Pursuant to the General Data Protection Regulation and/or applicable local law, you have a
right of notice, access, data portability, rectification, restriction of processing, erasure of the
information we hold about you, as well as an objection right which you may exercise at any
time by sending your request in writing to: Lifestyle Services Group Limited, P.O. Box 98,
Blyth, NE24 9DL.
You may also submit your request in writing to Data Protection Officer, P.O. Box 98, Blyth,
NE24 9DL, or by sending an email to DataProtectionOfficer@assurant.com.
Please note that the exercise of such rights is not absolute and is subject to the limitations
provided by applicable law.
You may address a complaint or question concerning the processing of your personal
information at the above-mentioned contact details. You may also lodge a complaint with
your local data protection authority, which in the UK is the Information Commissioner’s
Office, in the country where you live, work, or where you consider the problem has occurred.
525730_CBG_MKT10904.indd 17 08/05/2018 16:0618 UK & European Motor Breakdown Cover
UK & European Motor Breakdown Cover
The Co-operative Bank Privilege Premier current account
UK & European motor breakdown cover provided by RAC Assistance
Demands and Needs
Roadside Onward Travel
This product meets the demands and needs of customers who wish to ensure that following This product meets the demands and needs of customers who wish to ensure that in the
a Breakdown more than a quarter of a mile from their Home address, or place where the event the Vehicle cannot be repaired at the scene of the Breakdown or by a local garage,
Vehicle is normally kept, assistance will be provided in order to attempt to repair the Vehicle that alternative transport arrangements or accommodation will be provided.
at the scene of the Breakdown or, if this is not possible, tow the Vehicle to a location within
10 miles of the scene of the Breakdown. European Motoring Assistance
This product meets the demands and needs of customers who wish to use their Vehicle
Recovery throughout most of continental Europe, Turkey, the Mediterranean islands and the Republic
This product meets the demands and needs of customers who wish to ensure that in of Ireland, and wish to ensure that in the event of a Breakdown whilst abroad, their Vehicle
the event of a Breakdown, where the Vehicle cannot be fixed locally or at the scene of will be fixed at the roadside by a contractor or if this is not possible recovered to a local
Breakdown, the Vehicle and up to eight people will be recovered to any destination within garage for repair, or if this is not possible, overnight accommodation or alternative form of
the UK. transport will be provided.
At Home
This product meets the demands and needs of customers who wish to ensure that in the
event of a Breakdown within a quarter of a mile of their Home address, or place where the
Vehicle is normally kept, the Vehicle will be repaired or towed to a location within 10 miles of
the scene of the Breakdown.
525730_CBG_MKT10904.indd 18 08/05/2018 16:06UK & European Motor Breakdown Cover 19
UK & European Motor Breakdown Cover
Policy summary
This Policy summary is an important document and contains a summary of the roadside assistance cover afforded to You under Your Policy,
which You should read. It does not set out the full terms and conditions of the cover, which can be found in the Policy.
Policy Provider Type of Insurance and Cover
• Roadside, Recovery and At Home levels of cover are underwritten by RAC Motoring This Policy is a personal-based Policy which means that You are entitled to the level of cover
Services. In the Channel Islands and Isle of Man, these covers are underwritten shown below at the time of a Breakdown in a Vehicle.
by RAC Insurance limited.
• Roadside.
• Onward Travel and European Breakdown Assistance are underwritten by • Recovery.
RAC Insurance Limited.
• At Home.
• Onward Travel.
• European Motoring Assistance.
525730_CBG_MKT10904.indd 19 08/05/2018 16:0620 UK & European Motor Breakdown Cover
UK & European Motor Breakdown Cover
Policy summary
Significant features and benefits
This section outlines the main features and benefits of cover:
Roadside Assistance
Roadside assistance ¼ mile or more away from Your Home address including a tow for up to 10 miles and taxi fares for up to 20 miles if Your Vehicle cannot be fixed.
Recovery
As per Roadside plus recovery for up to eight people and Your Vehicle to any single destination within the UK.
At Home
As per Roadside plus breakdown assistance at Your Home or within ¼ mile of Your Home address.
Onward Travel
Replacement car for up to three days whilst Your Vehicle is fixed, or, if this is not possible, overnight accommodation or an alternative form of transport will be provided.
European Motoring Assistance
In the event of a Breakdown of Your Vehicle on its way to a destination abroad, or whilst abroad, Your Vehicle will be fixed at the roadside by a contractor or recovered to a local garage
for repair or, if this is not possible, overnight accommodation or an alternative form of transport will be provided.
Significant and unusual exclusions or limitations
This section outlines the main exclusions, limitations and conditions of cover. Please also read the general exclusions and the Vehicle specifications which apply to the Vehicle.
Exclusions and limitations applicable to UK cover
The following are not covered by this Policy, for full details please refer to the Policy Exclusions section of Your terms and conditions booklet:
• Recovery, At Home and Onward Travel services are not available until 24 hours after commencement of the Policy.
• Replacing tyres or windows.
• Missing or broken keys. We will try to arrange the services of a locksmith but You will have to pay for them.
• The cost of ferry crossings, road toll and congestion charges.
• Contaminated fuel problems. We will arrange for the Vehicle to be taken to a local garage for assistance, but You will have to pay for the work carried out.
• Labour at any garage to which the Vehicle is taken.
• Your cover will end if Your residential address is no longer in the United Kingdom.
• There is a Fair Call Entitlement which limits You to five callouts per year.
Exclusions and limitations applicable to European Motoring Assistance
There is an overall limit of £2,500 per Claim applied to Claims relating to the European Motoring Assistance level of cover.
525730_CBG_MKT10904.indd 20 08/05/2018 16:06UK & European Motor Breakdown Cover 21
UK & European Motor Breakdown Cover
Significant and unusual exclusions or limitations (continued)
Service in the UK en route
Product Limitation
Repair at the roadside or recovery to the nearest garage capable of performing
Roadside Assistance.
repairs or Home.
Journey Continuation. Replacement Vehicle to a maximum of £750.
Service while abroad
Benefit Limitation
Roadside Assistance. Repair at the roadside or recovery to the nearest garage capable of performing repairs.
Spare parts dispatch. N/A
Additional accommodation expenses. £30 per person per day.
Journey continuation or return Home. Maximum of 14 days car hire or second class rail fare.
Replacement driver. N/A
Vehicle break-in, emergency repair. £175.
Accidental damage to or loss of tent. £30 per person per day.
Urgent message relay service. N/A
Limited to the value of the Vehicle being contained within UK Glass’s guide or other
Vehicle repatriation to United Kingdom.
appropriate industry standard used by RAC.
Customs claims indemnity. N/A
Service after return Home
Benefit Limitation
Collection of Vehicle left abroad for repair. £600.
525730_CBG_MKT10904.indd 21 08/05/2018 16:0622 UK & European Motor Breakdown Cover
UK & European Motor Breakdown Cover
How to Claim We can, at any time and after taking a fair and reasonable view, make changes to Your RAC
Breakdown Cover to reflect:
UK Breakdown cover
• changes in Our expectation of the future cost of providing cover, and/or
If you require our assistance whilst in the UK, please call us on 0344 249 9981.
Please refer to the section ‘How to obtain assistance in the UK’ on page 23 for • changes in the law, regulation or taxation that affect Us or Your Policy.
detailed information. Changes will be notified to You in writing at least 30 days in advance. Please see the ‘Period
of Cover/Changes We can make to Your RAC Breakdown Cover’ section of the Policy
European Motoring Assistance wording for more information.
If you require assistance when you are outside of the UK, please call the appropriate number
listed below: Your right to cancel
• France and Monaco: 00 33 472 43 52 44 from UK mobile (paycall) or 0800 290 112 If You or Your account provider close Your Co-operative Bank Privilege Premier current
from a landline phone within France and Monaco (freephone). account Your cover will end.
• Republic of Ireland: 1 800 535 005 (freephone).
• Rest of Europe 00 33 472 43 52 44 (paycall). Caring for our customers
Please refer to the section ‘How to obtain assistance abroad’ on page 26 for We hope that You will be very happy with the service that We provide. However, if for any
detailed information. reason You are unhappy with it, We would like to hear from You. In the first instance,
please write to:
Duration of Policy/Changes We can make to Your RAC Breakdown Cover
Unless cancelled earlier by You or Us, the Policy will remain in force from the date Your Breakdown Customer Care
Co-operative Bank Privilege Premier current account commences until Your Policy is RAC Motoring Services, RAC House
terminated by You or Us. PO Box 200
Walsall WS5 4QZ.
Your cover will end if:
If You are dissatisfied with the service You have received under Your European Motoring
• You or Your account provider close Your Co-operative Bank Privilege Premier Assistance please write to Us at:
current account,
• You fail to pay the monthly fee for Your Co-operative Bank Privilege Premier current Breakdown Customer Care
account, or RAC Motoring Services, RAC House
• Your residential address is no longer in the United Kingdom. PO Box 200
You are entitled to cancel this Policy up to 14 days following the date Your Co-operative Walsall WS5 4QZ.
Bank Privilege Premier current account commences or the date You receive Your Policy
documentation, whichever happens later. Please see the ‘Your Right to Cancel’ section of
the Policy wording for further details. Please also refer to that section regarding how Your
Policy can be cancelled by You or Co-operative Bank after the 14 days.
525730_CBG_MKT10904.indd 22 08/05/2018 16:06UK & European Motor Breakdown Cover 23
UK & European Motor Breakdown Cover
If You are dissatisfied with any other aspect of the services provided to You please contact: Financial Services Compensation Scheme
RAC Motoring Services (in respect of insurance mediation activities only) and RAC Insurance
Customer Response
Limited are covered by the Financial Services Compensation Scheme (FSCS). If We cannot
The Co-operative Bank p.l.c.
meet Our obligations You may be entitled to compensation from the scheme, depending on
2nd Floor, 1 Balloon Street
Your type of insurance and the circumstances of any Claim.
Manchester
M60 4EP
03457 212 212 Regulatory status and Registered address:
Breakdown cover provided by RAC Motoring Services (Registered No 01424399) and RAC
If We are unable to settle Your complaint with Us, You may be able to refer Your complaint to Insurance Ltd (Registered No 2355834). Registered in England; Registered Offices: RAC
the Financial Ombudsman Service by writing to: Financial Ombudsman Service, House, Brockhurst Crescent, Walsall WS5 4AW. RAC Motoring Services is authorised and
Exchange Tower, London, E14 9SR, United Kingdom. regulated by the Financial Conduct Authority in respect of insurance mediation activities.
RAC Insurance Ltd is authorised by the Prudential Regulation Authority and regulated by the
Financial Conduct Authority and the Prudential Regulation Authority.
Or you can phone 0800 023 4567 or 0300 123 9 123 from a mobile.
Website: www.financial-ombudsman.org.uk
If You purchased your account online You may also have the option to refer Your complaint
to the Financial Ombudsman Service using the Online Dispute Resolution platform.
The platform has been established by the European Commission to provide an online tool for
consumers to resolve disputes about goods and services purchased online. The platform can
be found at http://ec.europa.eu/consumers/odr
These procedures do not affect Your right to take legal action.
525730_CBG_MKT10904.indd 23 08/05/2018 16:0624 UK & European Motor Breakdown Cover
UK & European Motor Breakdown Cover
Policy Terms and Conditions
This Policy is a contract between Us and You. We agree to provide services/pay for those Period of Cover
costs set out in this Policy which occur during the Period of Cover, provided payment of your – this Policy provides cover that begins on the Start Date and which continues for the
monthly subscription under your Co-operative Bank Privilege Premier current account has period You remain a holder of the Co-operative Bank Privilege Premier current account.
been made and subject to the following terms and conditions.
Policy
If the service You require is not provided for under this Policy, We will try, if You wish, – means Your Co-operative Bank Privilege Premier current account Breakdown cover as
to arrange it at Your expense. The terms of, and any payment for, any such service are a set out in this document.
matter for You and the supplier and We will not act as an agent. Resident of the United Kingdom
– means a person living permanently in the United Kingdom or a person employed by a
Definitions company having its registered office in the United Kingdom.
Below are certain words that have a specific meaning in this Policy and wherever these words Specialist Equipment
appear they have the following meaning: – is equipment not carried by RAC patrols or RAC contractors and includes, but is not
limited to, winching and specialist lifting equipment.
Accident Start Date
– means an accidental crash immobilising the insured Vehicle. – The date Your cover under this Policy begins, which is the date You become a
Breakdown Co-operative Bank Privilege Premier current account holder.
– means unforeseen mechanical or electrical failure during the Period of Cover in the UK Territory
or the Territory which has either immobilised Your Vehicle or made it unsafe to drive. – Albania, Andorra, Armenia, Austria, Azerbaijan, Belarus, Belgium, Bosnia Herzegovina,
Collision Damage Waiver Bulgaria, Croatia, Cyprus (South), Czech Republic, Denmark, Estonia, Finland, France,
Georgia, Germany, Gibraltar, Greece, Hungary, Ireland, Italy, Latvia, Liechtenstein,
– means if a hire car is damaged during the hire period You could be liable for the
Lithuania, Luxembourg, Macedonia, Malta, Moldova, Monaco, Montenegro, Netherlands,
equivalent of the first £150-£550 (approximately) and have Your credit card charged.
Norway, Poland, Portugal, Romania, Russia (West of the Urals), San Marino, Serbia,
In some cases the amount could be higher and varies according to the hire company,
Slovakia, Slovenia, Spain (excluding Ceuta and Melilla), Sweden, Switzerland, Turkey in
category of hire car and location. The Collision Damage Waiver covers the amount above
Europe plus Uskudar, Ukraine.
the excess.
The Party/Your Party
Claim
– means the persons (including You), travelling with You in the Vehicle.
– means a call/Claim for assistance under this Policy.
United Kingdom/UK
Fulfilment Material
– means England, Scotland, Wales, Northern Ireland and for the purpose of this document
– means the confirmation of Policy coverage provided to You by Us or on Our behalf.
includes Jersey, Guernsey and the Isle of Man.
Home
Vehicle
– means Your permanent residence in the United Kingdom.
– means any Vehicle the account holder/holders are driving or passenger in.
525730_CBG_MKT10904.indd 24 08/05/2018 16:06You can also read
