Vodafone Cover me Mobile Insurance - Vodafone Power to you
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Vodafone Cover me Mobile Insurance. Vodafone Power to you
Combined Financial Services Guide (FSG)
and Product Disclosure Statement (PDS).
Advice.
Any advice contained within the PDS and accompanying
documents is general and does not take into account your
individual objectives, financial situation or needs. Because of
that, you should consider the appropriateness of this product
with regard to your objectives, financial situation and needs.
You need to decide if the limits, type and level of cover are
appropriate for you and will cover your potential loss.
Preparation date.
This combined FSG and PDS was prepared on 18 April 2014.
About the insurer.
ACE Insurance Limited (ABN 23 001 642 020, AFS Licence No.
239687) (ACE) is the insurer of this product. In this PDS, “We”,
“Us”, “Our” means ACE Insurance Limited. Protecting your
Our contact details are:
Head Office: 28-34 O’Connell Street, SYDNEY NSW 2000
Telephone: 1800 815 675
phone or tablet.
Postal: GPO Box 4907, SYDNEY NSW 2001
Fax: (02) 9335 3467 It can happen so easily. You drop and Damage
E-mail: CustomerService.AUNZ@acegroup.com your phone or tablet; or worse still, it gets stolen.
To lodge a claim, call 1800 808 743. To replace or repair your phone or tablet can be
Code of practice. a costly exercise.
ACE is a signatory to the General Insurance Code of Practice
(the Code). The Code sets out the minimum standards that Relax. Vodafone Cover me Mobile Insurance is a monthly
we will uphold in respect of the products and services that renewable insurance policy that provides you with a broad
we provide. Further information about the Code is available range of cover for your phone or tablet when you’re on the
at codeofpractice.com.au and on request. move anywhere in Australia or travelling overseas.
13PDSMARVFH01
2 3
What are you
covered for?
Vodafone Cover me Mobile Insurance will help protect you
in the following ways:
• You’ll be covered for a replacement or repair of your
phone or tablet up to the value of $1,700 if it is Damaged,
lost or stolen.
• We will also cover up to $100 towards replacing or repairing
accessories that you purchased with your phone or tablet
if they are Damaged, lost or stolen.
• You’ll be reimbursed up to $500 for unauthorised call costs.
This cover applies whether you’re in Australia or travelling
temporarily overseas on holidays or business. We’ll even
cover up to $300 towards a phone if you need to hire
or buy a temporary replacement while you’re away.
If we have to send your phone away for repairs, in addition
to the benefits available under your policy, Vodafone may
separately loan you a phone so you can stay connected
(subject to availability and does not apply to tablets).
Some things that
aren’t covered.
There are some things that aren’t covered, for example:
• When your phone or tablet is left in any unlocked vehicle
or visible in any vehicle.
• Wear and tear, gradual deterioration or developing flaws.
• When the problem with your phone, tablet and/or accessories
is covered under warranty.
• Failure or malfunction of your phone or tablet if there
is no identifiable event that has caused the Damage.
• If you have not paid your premium.
• Loss of data.
Different excesses and additional exclusions apply, so please
refer to the full policy terms and conditions contained within this
combined FSG and PDS to see the full details of what is and what
is not covered under Vodafone Cover me Mobile Insurance.
4 5Costs and coverage limits. It’s easy to make a claim.
Monthly premium If your phone
(payable one month in Step 1 Step 2 Step 3
$11.00 (incl. GST) or tablet is
advance and debited to
your Vodafone account)
Call Vodafone You must notify
Lodge your
Customer Care the police to
Replacement or repair claim online, or
Up to $1,700 (incl. GST) immediately to obtain a crime
of the phone or tablet call the Vodafone
Stolen block your reference number
Cover me Mobile
phone/tablet or police report
Insurance
Unauthorised calls Up to $500 and bar your details within
Service Team.
SIM card. 48 hours.
Accessories Up to $100 (incl. GST) Call Vodafone You must notify
Lodge your
Customer Care the police to
claim online, or
immediately to obtain a crime
Up to $300 (incl. GST) towards a replacement call the Vodafone
Worldwide cover Lost block your reference number
or hire phone purchased while you are away Cover me Mobile
phone/tablet or police report
Insurance
and bar your details within
Service Team.
Up to three valid claims within any SIM card. 48 hours.
Claim limit
12 month period
You must notify
the police to Lodge your
obtain a crime claim online, or
Maliciously reference call the Vodafone
Damaged number or Cover me Mobile
Excesses. police report Insurance
details within Service Team
Standard Device Premium Device 48 hours.
less than $600* $600 or more*
*Recommended Retail Price (RRP) at the Accidentally Lodge your claim online, or call the Vodafone Cover me
time your claim is lodged. Damaged Mobile Insurance Service Team.
Repair or
refurbished $50 $125 IMPORTANT: Before delivering a Damaged phone or tablet to your
replacement local Vodafone store for assessment, please remove the SIM and
memory cards, and any other data, otherwise these may be lost.
New replacement $125 $225
Your key contacts.
New replacement
$175 $300
in the first 90 days
Vodafone Cover me Mobile Insurance Service Team.
Call 1800 808 743 – 9am to 6pm EST Monday to Friday
To determine which excess applies to you, (excluding national public holidays).
visit vodafone.com.au/insuranceexcess
Vodafone Customer Care.
Call 1555 from a Vodafone mobile or call 1300 650 410.
Vodafone Business Customer Care.
Call 135 888.
Lodge your claim online.
Visit vodafone.com.au/insurance
6 7Things you need
to know.
Q. C
an I purchase insurance for my phone Q. What if I want to make a complaint?
or tablet at any time?
A. If you are not satisfied with any part of the insurance product
A. You can only purchase Vodafone Cover me Mobile insurance or service we provide you we would like the opportunity to set
if you meet these criteria: things right. Please call the Vodafone Cover me Mobile Insurance
Service Team at Marsh on 1800 808 743. Further information
• You must be an existing Vodafone postpaid customer;
regarding your options can be found in the policy terms and
• You must have purchased the phone or tablet on which you conditions section of this booklet under the heading ‘Complaints
seek insurance within the last 30 days from Vodafone; and and resolving your dispute’.
• Your phone or tablet must not be lost or stolen and must be in
Q. Am I covered if I lend the phone or tablet
working order when you purchase insurance.
to someone else?
Q. What if I change my mind? A. You will still be covered for your insured phone or tablet where
you have lent it to another person unless at the time of the loss,
A. You have a cooling off period of 14 days from when you take theft or Damage that person is a child who is under the age of 14
out cover during which you can cancel your policy without and within the grounds of a primary or secondary school.
charge provided you have not made a claim. You may also cancel
the policy at any time after the cooling off period. To cancel your
Q. Will I be advised when there are changes
policy contact Vodafone Customer Care on 1555 (free from a
to my cover?
Vodafone mobile) or call 1300 650 410 from any other phone.
A. Yes, in the event of any changes we will notify you. For further
Q. Can my policy be cancelled by ACE? details on how we will do so please review the policy terms and
conditions section of this booklet under the heading ‘Updating
A. Yes. Your policy may be cancelled by ACE in accordance with the PDS’.
the Insurance Contracts Act 1984 (Cth). However, your policy will
also terminate on the date when:
Q. Are there GST or Tax Implications to me buying
• Your Vodafone Network Service Agreement for your phone or this insurance?
tablet is cancelled; or
A. Generally your premiums are not tax deductible, however, this
• You sell or pass your right, title or interest in the phone or information is a general statement only and you should see your
tablet to some other person. tax adviser for information about your personal circumstances.
If we accept a claim for a reimbursement for unauthorised call
Q. How do I contact ACE, Marsh or Vodafone? usage (or other losses to which GST applies), your cover will
include the reimbursement of the GST – inclusive amount.
A. If you need to contact ACE, Marsh or Vodafone, you can call: However, in no event will ACE pay more than the limits of cover
Vodafone Customer Care – 1300 650 410 shown in the policy.
Marsh and the Vodafone Cover me Mobile Insurance
Service Team – 1800 808 743
ACE Customer Service – 1800 815 675
Additional contact information can be found in the FSG section
of this booklet under the heading ‘Information about ACE, Marsh,
Vodafone and VHA’.
8 9Vodafone Cover Me Mobile Insurance Policy.
Terms and conditions.
This section sets out the terms and conditions of Your insurance
so it is important You keep it in a safe place together with the
Network Services Agreement provided to You by Vodafone and
evidence as to the purchase of Your Mobile Device.
Definitions: Effective date and renewal.
Accident means a known and identifiable but unintended This insurance is effective from the time of purchase of this
sudden and unforeseen event. policy, and continues until midnight on the last day of that
calendar month. We may vary the premium at any time by giving
Accidental Damage means physical Damage or destruction You fourteen (14) days written notice.
caused by an Accident.
This insurance may be renewed for further consecutive monthly
Damage means Accidental Damage and/or malicious Damage periods upon payment of the premium, unless We notify You
or destruction. otherwise. Each Vodafone Cover me Mobile Insurance account,
which includes a monthly insurance charge, is deemed to be an
Premium Device means any mobile phone or Tablet where its
offer of renewal for a further monthly period and Your payment of
Recommended Retail Price (RRP) is equal to or more than $600
each such account accordingly confirms Your acceptance of the
and which has an IMEI (serial number) and mobile number in use
renewal offer.
on and registered on the Vodafone network in Your name, on
Your monthly Vodafone account and/or associated accessories
supplied with it at the time of purchase. A rolling list of devices Insuring clauses.
with an RRP of equal to or more than $600 is available at We agree to provide insurance protection under this policy
vodafone.com.au/insuranceexcess. subject to the Terms, Conditions and Exclusions set out below
and subject to payment of the required premium.
Standard Device means any mobile phone or Tablet where its
Recommended Retail Price (RRP) is less than $600 and which Clause 1: Loss, Theft or Damage.
has an IMEI (serial number) and mobile number in use on and We will indemnify You against the cost of repairing or replacing
registered on the Vodafone Network in Your name, on Your the Standard or Premium Device which has sustained loss, theft
Monthly Vodafone Account and/or associated accessories or Damage not otherwise excluded under this policy, and which
supplied with the relevant Mobile Device at the time of purchase. occurred during the period of insurance where the premium has
A rolling list of devices with an RRP of less than $600 is available been paid.
at vodafone.com.au/insuranceexcess.
Clause 2: Unauthorised Calls.
Tablet means any netbook or tablet data communication device We will indemnify You against the cost of unauthorised calls
that has been supplied to You by Vodafone and is approved for incurred as a result of loss or theft covered under Insuring Clause
use on and is registered as such on the Vodafone network. 1 of this policy, but only up to the limit specified in General
Unsecured means a situation where You do not have possession Condition 1(b) and provided that the loss has been reported by
or control over the Standard or Premium Device and where, as a You to Vodafone within twenty four (24) hours of You becoming
result, it is exposed to and not reasonably protected from loss, aware of such loss or theft.
theft or Damage.
Clause 3: Overseas Temporary Rental.
We, Us, Our, Ours means ACE Insurance Limited We will indemnify You against the cost of temporary rental
(ABN 23 001 642 020, AFSL No. 239687). charges of equipment worldwide up to the value of AUD $300
inclusive of GST, incurred as a result of loss, theft or Damage
You, Your means the customer of Vodafone registered on the
covered under Insuring Clause 1 of this policy.
Vodafone network (subject to exclusion 2(v) below) and any person who
is authorised by that customer to use the Standard or Premium Device.
10 11Things that aren’t covered. v. Your Standard or Premium Device being located in the
We will not be liable under this policy for any of the following in possession of a child who is under age of 14 and within the
respect of Your Standard or Premium Device: grounds of a primary or secondary school;
vi. Any process of cleaning, servicing, maintenance,
1. The amount referred to in this policy as the excess payable adjustment, installation or repair;
by You being:
vii. Any loss where Your Standard or Premium Device has been
Where, at the time of lodgement of Your claim, Your device left behind in an unknown location or You have forgotten
is a Standard Device: its whereabouts;
i. The first AUD $50 of any claim for Damage, where the device
is repaired or replaced with a refurbished phone/Tablet; or viii. A wilful act or negligence, abuse or misuse by You, Your
employees or any person using Your Standard or Premium
ii. The first AUD$125 of any claim for loss, theft or Damage, Device with Your permission;
where the device is replaced with a new phone/Tablet; or
ix. War, invasion, acts of foreign enemy, hostilities or warlike
iii. The first AUD $175 of any claim for loss, theft or Damage operations (whether war is declared or not) civil war,
within the first 90 days of insuring Your current device, rebellion, revolution, insurrection, military or seized power;
where it is replaced with a new phone/Tablet.
x. The use, existence or escape of nuclear or radioactive
Where, at the time of lodgement of Your claim Your device material, or any activity associated with them;
is a Premium Device:
xi. The failure to follow the manufacturer’s instructions;
i. The first AUD $125, of any claim for Damage, where the
device is repaired or replaced with a refurbished phone/ xii. The use of accessories or software not approved by the
Tablet; or manufacturer;
ii. The first AUD$225 of any claim for loss, theft or Damage, xiii. Incorrect connections of signal leads or application of
where the device is replaced with a new phone/ Tablet; or incorrect electrical supply, power surge or fluctuation;
iii. The first AUD $300 of any claim for loss, theft or Damage xiv. Lawful seizure, including repossession or other operation of law;
within the first 90 days of insuring Your current device,
where it is replaced with a new phone/Tablet. xv. A virus. For the purpose of this Exclusion, a virus includes
Trojan horses, worms, logic bombs or any other program
2. Any loss, theft or Damage caused by or arising from: or software which prevents the operating system software
or content download on Your Standard or Premium Device
i. Any intentional act or omission by You or anyone acting on working properly in any way; or
Your behalf;
xvi. Fire.
ii. Theft or Damage as a result of an attempted theft of Your
Standard or Premium Device from any unlocked vehicle 3. Any loss, theft or Damage or malfunction where no actual
including, water borne vessel or private residence unless at known or identifiable event can be attributed to causing
the time of the theft or attempted theft: the loss, theft or Damage.
a. You are in the vehicle or private residence; or
4. The cost of:
b. The phone or Tablet is out of sight and there is clear i. Repairs, refurbishment or replacement caused by
evidence of forcible and violent entry to the vehicle or scratching, marking, chipping or cosmetic Damage of any
private residence. kind to appearance of Your Standard or Premium Device;
iii. Loss or theft of or Damage to Your Standard or Premium ii. Any costs or charges for which the manufacturer, supplier
Device when left Unsecured in a public place or a place or distributor are liable in accordance with their standard
to which the public has access at the time of the incident warranty obligations;
(including and not limited to Your workplace);
iii. Repair, refurbishment or replacement resulting from
iv. Wear and tear, gradual deterioration or developing flaws, anything other than Damage covered by this insurance;
rust, oxidation, corrosion, dampness of atmosphere or other
variations in temperature, inherent vice and latent defect; iv. Any call charges incurred on temporary rental equipment;
12 13v. Any data, software or games stored on Your Standard iii. Under Insuring Clause 3, by reimbursement to Your airtime
or Premium Device, SIM card, memory card, any other account the cost of any authorised temporary rental
storage device or media used with the phone or Tablet charges of a phone or tablet as a direct result of Damage,
not otherwise covered under Insuring Clause 2. loss or theft of Your Standard or Premium Device which has
resulted in a valid claim under this policy subject to a GST
5. Loss of use or consequential loss of any nature whatsoever. inclusive limit of AUD$300 per event.
General conditions. 2. Reasonable precautions.
You must take all reasonable precautions to protect Your
1. Basis of settlement. Standard or Premium Device from loss, theft and Damage,
We will, at Our option, indemnify You: and maintain it in a proper state of repair.
i. Under Insuring Clause 1: 3. Not telling the truth.
If any claim is fraudulent or false in any respect or there is any
a. Where Your Standard or Premium Device is Damaged; alteration in the risk, We may deny part of or all of the claim.
• By firstly attempting to repair it with new or refurbished If You or someone authorised by You acting for You provide
parts if it is economically viable for Us to do so; any misleading information You may be prosecuted. No refund
of premium will be allowed.
• And where it is not repaired by Us, We will, at Our
option, either 4. W
here You live.
– replace Your phone or Tablet with a refurbished phone This policy will only apply to You while You are resident in
or Tablet of similar specification if available; or Australia and whilst You are temporarily travelling, in any
country where Your Standard or Premium Device operates
– where a refurbished phone or Tablet is not available, in accordance with its specifications.
replace Your phone or Tablet with a new phone or Tablet
of similar specification; 5. Repair or replacement by Us.
It is a condition precedent to Our liability under this insurance
b. Where Your Standard or Premium Device is lost or stolen that when any event occurs which may give rise to a claim under
by replacing Your phone or Tablet with a new phone or this policy, Your Standard or Premium Device must be repaired
Tablet of similar specification; provided always that Our or replaced by Us.
liability under Insuring Clause 1 will not exceed the cost
to Us of providing to You a phone or Tablet, which in 6. Letting Us know if You change your phone or Tablet.
Our opinion is a phone or Tablet of similar specification, You must notify Vodafone of any substitution of the insured
subject to a GST inclusive limit per claim of AUD$1,700 Standard or Premium Device. Vodafone must be immediately
for the phone or Tablet and AUD$100 for the accessories. advised of any change to the phone or Tablet used by You.
The excess payable by You is not included in these limits
and different excesses apply based on whether We 7. Change in ownership of the phone or Tablet upon
choose to repair or replace Your Standard or Premium settlement of claim.
Device with a refurbished or new phone or Tablet. Please Where any claim under this policy results in You receiving
refer to Exclusion 1 of these Terms and Conditions for a replacement phone or Tablet, You agree that all rights,
further details. title and ownership of the claimed Standard or Premium Device
will pass to Us. You agree that You will have no further rights or
ii. Under Insuring Clause 2, by reimbursement to Your airtime interest in the Standard or Premium Device in respect of which
account the lesser cost of unauthorised calls incurred by You the claim was made.
as a direct result of loss or theft of Your Standard or Premium
Device which has resulted in a valid Claim under this policy: 8. Contribution from other Insurers.
a. In the twenty four (24) hours immediately preceding If, at the time You suffer loss, theft or Damage to Your Standard or
the notification to Vodafone to bar Your airtime account Premium Device which is the subject of a claim under this policy,
number; or there exists any other insurance pursuant to which You would
be entitled to seek indemnity, You must notify Us immediately
b. In the forty eight (48) hours immediately following the of its existence and provide to Us a copy of the relevant policy
occurrence of such loss or theft, whichever is the lesser cost, documents. No indemnity will be provided under this policy if
subject to a GST inclusive limit of AUD$500 per event; and You have already been indemnified for the loss, theft or Damage
to Your Standard or Premium Device from another source.
14 159. Policy cancellation. Mobile Insurance Service Team at Marsh on 1800 808 743 if You
would like to seek access to, or revise Your personal information,
The insurance cover: feel that the information we currently have on record is incorrect
a. May be cancelled by You by calling Vodafone; or incomplete or believe that the privacy of Your personal
information has been interfered with.
b. May be cancelled by ACE in accordance with the Insurance
Contracts Act 1984 (Cth); Your personal information will be dealt with as follows:
c. Will terminate: • Vodafone will collect Your personal information for the
purpose of arranging Your insurance policy and will hold
i. On the date the Vodafone Network Services Agreement for those records on behalf of ACE.
Your Standard Phone or Premium Device is cancelled; or
• In the event of a claim, Marsh will obtain Your personal
ii. On the date You sell or pass Your right, title or interest in Your details from Vodafone or from You directly, for the purpose
Standard Phone or Premium Device to some other person. of assessing and processing Your claim.
10. RRP for a discontinued phone or Tablet. • In the event of a dispute relating to Your claim, ACE will
Where Your Standard or Premium Device is, at the time receive Your personal information from Marsh or Vodafone
of a claim under this Policy, a discontinued model the to enable ACE to manage the dispute.
applicable RRP used in the rolling list of devices available at
vodafone.com.au/insuranceexcess reflects the last RRP as recorded Your personal information may also be provided to third parties
by Vodafone against that phone or Tablet prior to its discontinuance. engaged by Vodafone, Marsh or ACE to deliver services or carry
out certain business activities on their behalf, including insurance
Updating the PDS. reference bureaus (for the purpose of recording any claims You
ACE may need to update the information contained in the make upon Us), re-insurers and related entities. These third
PDS from time to time, including changes to policy terms and parties may be located outside Australia. Lists of countries in
conditions, when necessary. If any material changes are made which recipients of your information are likely to be located are
to the PDS or coverage terms you will be notified and generally, available at our respective websites.
a new PDS or a Supplementary PDS will be provided to you.
Where the updated information is not something that would In addition, we will:
be materially adverse from the point of view of a reasonable • Give You the opportunity to correct Your personal information,
person considering whether to buy this product We may or obtain access to it (some restrictions and reasonable cost
issue you with notice of this information in other forms recovery may apply).
including by making the information available to you online at • Provide our dispute resolution procedures to You in respect of
vodafone.com.au/insurance. However, where We do so you can any complaint You may have regarding Your personal information.
still obtain a paper copy of the changes at no charge.
In dealing with us, You agree to us using and disclosing your
Your privacy and the privacy promise. personal information as set out in our respective privacy policies.
Vodafone, ACE and Marsh collect, handle, store and disclose Should you choose to withdraw Your consent it is important for
Your information in accordance with the provisions of the you to understand that this may mean we may not be able to
Privacy Act 1988 (Cth). We are each committed to promoting provide you with insurance or to respond to any claim, complaint
a privacy policy which ensures the privacy and security of Your or dispute.
personal information. Further information in relation to privacy issues can be obtained
Copies of the full Vodafone, Marsh and ACE’s privacy policies are by contacting the Privacy Officer on the above contact numbers
available on our respective websites. or at the addresses located in the “Information about ACE, Marsh,
Vodafone and VHA” section of the FSG.
You have the right to seek access to Your personal information held
by any of us and to correct it at any time. We aim to ensure that Your Complaints and resolving Your dispute.
personal information is accurate, up-to-date and complete. Where You have a complaint or dispute in relation to Vodafone
Cover me Mobile Insurance, contact the Vodafone Cover me
Please call Vodafone Customer Care on 1300 650 410, ACE Mobile Insurance Service Team at Marsh on 1800 808 743 and
Customer Service on 1800 815 675 or the Vodafone Cover me provide them with the details of the issue concerning You. They
16 17will attempt to resolve the complaint or dispute. If they are unable
to do so, they will record details of the complaint or dispute and,
depending on the nature of the complaint or dispute, will refer it
Financial Services
to ACE or will escalate the matter within Marsh for resolution.
ACE and Marsh each have an established complaints and disputes
Guide (FSG).
resolution process. These are free services and include systems
The purpose of this FSG is to help You make an informed decision
designed to log, track, escalate and monitor complaints received
about whether to use the financial services we can provide You as
from customers about their services and products.
a retail customer. It contains information on:
Where the complaint or dispute is referred or escalated as above,
• The services we can offer in relation to Vodafone Cover me
an ACE or Marsh staff member (as appropriate) involved in the
Mobile Insurance;
complaints and disputes resolution process will respond to Your
complaint or dispute within fifteen (15) working days advising • How we are remunerated;
the outcome of the review and reasons for their decision. Where
we are not able to resolve Your complaint or dispute in that • Your privacy; and
timeframe, for example if further information is required, we • How complaints are dealt with.
will work with You to agree reasonable ongoing timeframes.
We do not consider a complaint or dispute to be resolved until Other disclosure information.
a proposed resolution or solution has been communicated to A Product Disclosure Statement (PDS) is included in this
You and You have accepted the resolution or solution. If you are document which contains information on the relevant risks,
dissatisfied with our dispute determination or we are unable to benefits and significant characteristics of Vodafone Cover me
resolve your complaint or dispute to your satisfaction within Mobile Insurance. The PDS has been prepared to assist You
45 days, You have the option of referring the matter to the in making an informed decision about whether to buy the
Financial Ombudsman Service (“FOS”), an independent body. product or not.
The FOS can be contacted on 1300 78 08 08.
Any information provided in relation to this product is of a general
To request further information about ACE’s internal dispute nature only and is not based on a consideration of Your personal
resolution procedures contact Us on +61 2 9335 3200 or email needs, objectives or financial situation so before deciding,
DisputeResolution.AU@acegroup.com. please read the PDS and the other important information in
this document.
How to contact us.
Information about ACE, Marsh, Vodafone and VHA.
If You would like to obtain further information, provide us with
ACE Insurance Limited (“ACE”) (ABN 23 001 642 020, AFS Licence
instructions, or if You have any queries about Vodafone Cover me
No. 239687) of 28-34 O’Connell Street, SYDNEY NSW 2000 is
Mobile Insurance, please contact the Vodafone Cover me Mobile
an Australian Financial Services Licensee (“Licensee”) and is
Insurance Service Team at Marsh on 1800 808 743.
authorised to provide advice and deal in relation to all general
Please retain this document and the proof of purchase of Your insurance products. ACE is the insurer of Vodafone Cover me
insured phone or Tablet in a safe place for Your future reference. Mobile Insurance.
Marsh Pty Limited (“Marsh”) (ABN 86 004 651 512 AFS Licence
Financial claims scheme. No. 238983) of 201 Sussex Street, SYDNEY NSW 2000 is a
ACE is a general insurer regulated by the Australian Prudential Licensee and is authorised to provide advice and deal in relation
Regulation Authority (APRA) and is subject to the prudential to all general insurance products. Marsh acts under a binding
requirements of the Insurance Act. The Insurance Act contains authority from ACE, which permits Marsh to issue Vodafone Cover
prudential standards and practices designed to ensure that, me Mobile Insurance on ACE’s behalf. This means that in issuing
under all reasonable circumstances, financial promises We the insurance, Marsh acts on ACE’s behalf, not Yours.
make are met within a stable, efficient and competitive financial
system. If We become insolvent You may be entitled to payment Marsh has also been appointed by ACE as its agent to manage,
under the financial claims scheme in respect of a claim made administer and settle claims made under Vodafone Cover me
under this Vodafone Cover me Mobile Insurance policy. Access to Mobile Insurance on ACE’s behalf. This means Marsh makes
the scheme is subject to eligibility criteria and further information decisions about claims on behalf of ACE.
about the scheme can be obtained from the APRA website at Vodafone Pty Limited (“Vodafone”) (ABN 76 062 954 554
apra.gov.au and the APRA hotline on 1300 13 10 60. Authorised Representative No. 266992) and Vodafone
18 19Hutchison Australia Pty Ltd (“VHA”) (ABN 76 096 304 620 Vodafone stores have no authority to provide You with personal
Authorised Representative No. 344422) both of Level 7, 40 advice on whether You should buy Vodafone Cover me Mobile
Mount St, North Sydney, NSW, 2060 are corporate authorised Insurance or not. If they do, please call Marsh on 1800 808 743 and
representatives of Marsh. Vodafone and VHA are authorised ask to speak to the Compliance Manager, as this is not permitted.
by Marsh to arrange for its customers to apply for, acquire,
vary or dispose of the Vodafone Cover me Mobile Insurance on If You have a claim under a Vodafone Cover me Mobile Insurance
Marsh’s behalf. The effect of this arrangement is that in issuing Policy, You should refer to the “It’s easy to make a claim” section
the insurance Vodafone and VHA act as agent of Marsh and as earlier in this PDS. Marsh manages the claims process on ACE’s behalf.
sub-agents of ACE and not on Your behalf.
How each party is paid for its services.
Stores selling Vodafone Cover me Mobile Insurance (“Vodafone You will be charged a monthly premium of $11.00 (inclusive
stores”) are appointed as authorised representatives of Marsh of relevant taxes and charges) for Vodafone Cover me Mobile
to deal and provide general advice in relation to the product. Insurance. This will be billed monthly to Your Vodafone account.
Further details about these authorised representatives are
available from the Vodafone store or by contacting Marsh
ACE’s remuneration.
on 1800 808 743.
ACE receives 5.15% of the net premium as the issuer (insurer) of
Vodafone, VHA and Marsh are not the insurer and do not Vodafone Cover me Mobile Insurance. ACE receives this when
guarantee indemnity under the contract of insurance. Marsh accounts to ACE for the premium paid at the end of the
They do not guarantee the insurance and are not responsible month that premium is paid.
or liable for the contents of the PDS. This is the responsibility
of ACE. ACE and Marsh are not related entities of Vodafone and Marsh’s remuneration.
VHA. The Vodafone brand is used by ACE, Marsh and the Vodafone
stores under licence. Marsh receives A$0.61 per insurance subscriber per month in
arrears from ACE for its role.
Marsh and the Vodafone Cover me Mobile Insurance Service Team
can be contacted on 1800 808 743. Vodafone’s remuneration.
Vodafone, VHA and Vodafone Customer Care can be contacted Vodafone receives up to 10% of the net premium (this is the
on 1300 650 410. premium less stamp duty, GST and any other government
charges, taxes, fees or levies) as commission for its services in
ACE and ACE Customer Service can be contacted on 1800 815 675. acting on behalf of Marsh and ACE. Vodafone may also receive
an annual payment of 60% of the amount that is earned for
How services are provided to You. Vodafone Cover me Mobile Insurance from its related body
Marsh has authorised Vodafone and VHA to distribute this corporate Multi Risk Indemnity Company Limited.
combined FSG and PDS and provide general advice on, and
arrange and enter into Vodafone Cover me Mobile Insurance on Multi Risk Indemnity Company Limited.
its behalf. Vodafone and VHA do not act for any other Licensees. Vodafone’s related body corporate, Multi Risk Indemnity
In providing the services set out in this FSG, Vodafone, VHA, Marsh Company Limited, provides insurance services to Vodafone and
and ACE do not act on Your behalf. ACE is acting on its own behalf its related entities and receives a commission in connection
when providing financial services to You. with Vodafone Cover me Mobile Insurance. This is based on the
Before You apply for the insurance, Vodafone, VHA or a Vodafone amount that is earned for Vodafone Cover me Mobile Insurance.
store will provide You with this document and the Network This payment is the remainder of any amount from the total
Services Agreement. amount of premiums received less the commissions and fees
By agreeing to or signing a Network Services Agreement (“NSA”) paid to ACE, Marsh, Vodafone and the Vodafone stores, any
with Vodafone and/or opting to take out the insurance cover in the government taxes, charges, fees or levies, administration and all
NSA, You agree to enter into an insurance contract with ACE for claims costs.
Your Standard Device or Premium Device on the terms set out in This commission is paid at the end of each year, and split on the
the PDS and the Policy Wording. basis that Multi Risk Indemnity Company Limited retains 40%
and, as referred to above, Vodafone receives 60%.
20 21Remuneration for Vodafone stores.
Vodafone stores may receive a payment of $10 if You buy
Vodafone Cover me Mobile Insurance through them. This
Notes.
payment is for the administrative service of providing You
with the documentation for this insurance product. It is not an
additional charge to You. Vodafone stores may also receive a $15
service fee for assisting customers in processing an insurance
claim and the return of their phone or Tablet for assessment.
Vodafone representatives.
Vodafone and VHA representatives receive an annual salary
which may include a bonus based on performance. They may also
from time to time be eligible to receive incentives or bonuses
based on service, retention and increasing new business. They
may also receive non-monetary benefits from Vodafone, VHA,
ACE or Marsh. This may include entertainment at sporting events,
hospitality including lunches and attendance at ACE or Marsh
sponsored functions. It is not possible to determine in advance
what, if any, non-monetary benefit a representative may receive.
These are not additional charges to You and we will answer any
questions You may have about our remuneration to ensure You
are clearly informed.
Compensation arrangements.
The Corporations Act 2001 (Cth) requires that ACE and Marsh
have compensation arrangements in place, should You suffer
any loss as a result of them breaching their obligations to You.
ACE is a general insurer, regulated by the Australian Prudential
Regulation Authority (APRA) and maintains adequate and
appropriate compensation arrangements to cover the types
of financial services that it provides.
Marsh holds professional indemnity insurance which may
cover claims arising out of the conduct of Marsh, its employees
and representatives in the provision of services by Marsh.
The policy also covers Marsh for work done for Marsh by
employees and representatives who no longer work for Marsh.
In some circumstances authorised representatives may hold
their own insurance for this purpose.
What to do if You have a complaint.
Refer to the “Complaints and resolving Your dispute” section earlier
in this booklet for further information on what to do if You have
a complaint.
This FSG was prepared and distribution was authorised
by Marsh on 18 April 2014.
22 23Visit vodafone.com.au or call us on 1300 650 410. Vodafone Pty Limited ABN 76 062 954 554 R88893 03.14
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