Aviva and Adrian Flux - Private Car Scheme

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Aviva and Adrian Flux - Private Car Scheme
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                                          Aviva and Adrian Flux
                                                       Private Car Scheme
Aviva and Adrian Flux - Private Car Scheme
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     Introducing Adrian Flux Private Car –
     underwritten by Aviva

     Thank you for choosing Private        An insurer who looks after you
     Car, the motor insurance policy       when you need it. An insurer
     that gives you all you need – and     who helps when you are out
     the option of that little bit more!   there by the roadside... and after
                                           the event, with fast settlement of
     You now have the reassurance of       your claim.
     knowing that you are protected
     by the UK’s largest insurer.          With Aviva, you are in safe hands.
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          Contents

                                                                                                                           Page(s)

     Welcome to Private Car from Aviva . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2

          Enjoy automatic membership to club benefits
          Why Clubline is good for you
          If you need to claim
          Key benefits

     Contract of Insurance . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .4

     Definitions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .6

     Policy Cover Index . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .9

     Cover for your Vehicle . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .10

     Liability to Third Parties . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .14

     Additional Covers . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .17

     General Exceptions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .25

     General Conditions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .27

     Complaints Procedure . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .30

     Financial Services Compensation Scheme . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .32

     Pages 10 to 27 include important information affecting your policy and your
     policy wording.
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     Welcome to Private Car
     and automatic membership of our exclusive
     club benefits.

     Welcome to Private Car from Aviva. This
     policy forms part of your legal contract          If you need to claim
     with us and defines exactly what you are
     covered against. Please refer to your
                                                   Simply phone the Clubline and a Club
     schedule for confirmation of the level of     Personal Incident Manager will record
     cover you have chosen. Choosing Private       details of the incident you describe.
     Car from Aviva, gives you automatic           They will be able to confirm:
     membership to our Club Insurance service
                                                      Whether your policy covers you for the
     and access to the exclusive Clubline claims
                                                      incident
     service; 0800 678999.
                                                      Any excess that you will have to pay

         Why Clubline is good for you                 All the steps involved in the process of
                                                      making a claim.

     Clubline is a freephone number, offering
     help and assistance in the United                 Next…
     Kingdom, Channel Islands and the Isle
     of Man and operating 24 hours a day,
                                                   You will be sent a statement of fact
     365 days of the year.
                                                   and contacted by your Personal Incident
     It is designed to ensure any motoring         Manager to confirm the details that
     problems you encounter are resolved           you have already provided to Clubline.
     swiftly and smoothly, keeping your
                                                   All you need to do is add any relevant
     motoring life as stress free as possible.
                                                   information, check and sign it.

                                                   It’s never been easier!

                                                   Telephone Call Recording
                                                   For our joint protection telephone calls
                                                   may be recorded and/or monitored.
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        Welcome to Private Car                                                           3

                                                  Key benefits
         The practicalities                         Full Courtesy Car – Car for 14 days in
                                                    event of total loss

     If you are involved in an accident, phone      Child Seats – Replacement cover up to
     Clubline and if the incident is covered we     £100 per child seat in the event of an
     will arrange for:                              accident or loss
                                                    Use our select repairer service –
        Your vehicle to be recovered
                                                    and we will book your vehicle into an
        A safe passage home for you and your        approved repairer, provide a courtesy
        passengers                                  car for the duration of the repair up to
                                                    a maximum of 14 days and guarantee
        Your Personal Incident Manager to talk      any repairs for three years
        you through the claims process.
                                                    All repairs form part of the
     If the incident is not covered under your      manufacturers warranty certificate
     policy we can still arrange to assist you.     Replacement locks if keys are stolen
     However, a charge will be made.
                                                    No claims discount (NCD) up to
     If you require accident recovery, please       70 percent, with Protected NCD,
     call the Clubline.                             offered subject to criteria
                                                    Choice of Social, Domestic and
         Important                                  Pleasure (SD&P), SD&P and
                                                    Commuting, SD&P and Business use

     When telephoning Clubline, please try to       Free breakdown recovery whilst driving
     have your policy number ready (as shown        in any EU country
     on your policy schedule). This will enable     Customers have access to our Motor
     your Club Personal Incident Manager to         Clubline – a 24-hour emergency claims
     find your policy records quickly and           and legal helpline
     provide the level of service that you
     expect. For our joint protection, calls        Ability to identify and appoint the
     may be recorded and/or monitored.              approved repairer best suited to your
                                                    requirements and location
     Please ask your insurance adviser for our
     ‘Driving on the Continent’ booklet which       Fast authorisation for repairs
     contains information on driving abroad         One-call to report all claim types and
     and what to do in the event of an              provide scene of the accident advice
     accident abroad.
                                                    Unlimited audio equipment cover on
                                                    manufacturer fitted systems
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     Contract of Insurance

     This policy, the information you have            Changes we need to know about
     provided and the schedule form the               Please tell us or your insurance adviser
     contract of insurance between you, the           immediately you become aware of any
     policyholder and us, Aviva.                      changes to your circumstances which may
                                                      affect this insurance or any other material
     In return for your premium, we will
                                                      facts eg. a change to the persons to be
     provide the cover shown in the schedule
                                                      insured, motoring convictions of any of
     for accident, injury, loss or damage that
                                                      the persons to be insured, a change of
     happens within the territorial limits during
                                                      vehicle or a change of use to the vehicle.
     the period of insurance.

                                                          Administration charge
         Choice of Law

     The law of England and Wales will apply          We reserve the right to apply an
     to this contract unless:                         administration charge of up to £10
                                                      (subject to Insurance Premium Tax where
     1. You and the Insurer agree otherwise;          applicable) for any adjustments you make
        or                                            to your policy.
     2. At the date of the contract you are a
        resident of (or, in the case of a business,
        the registered office or principal place
        of business is situated in) Scotland,
        Northern Ireland, Channel Islands or the
        Isle of Man, in which case (in the
        absence of agreement to the contrary)
        the law of that country will apply.
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         Contract of Insurance                                                              5

                                                     For your cancellation rights outside the
         Cancellation rights                         statutory cooling off period, please refer
                                                     to the General Conditions section of this
                                                     booklet.
     You have a statutory right under Financial
     Services Authority rules to cancel your         Additional Covers –
     policy within 14 days after the later of the    Refund of Premiums
     date of purchase of the contract or the         If you have purchased additional cover
     day on which you receive your policy            options with this policy, no refund is
     documentation.                                  available on those additional covers if they
     If you wish to do so and the insurance cover    are subsequently removed after the
     has not yet commenced, you will be entitled     statutory cancellation period.
     to a full refund of the premium paid.
     Alternatively, if you wish to do so and the         Use of Language
     insurance cover has already commenced,
     you will be entitled to a refund of the full
     premium paid, subject to a deduction for        Unless otherwise agreed, the contractual
     the time for which you have been covered.       terms and conditions and other
     This will be calculated on a pro-rata basis     information relating to this contract will
     for the period in which you received cover.     be expressed in the English Language.

     To exercise your right to cancel your policy,   Customers with Disabilities
     please contact your insurance adviser or us     This policy is also available in large
     at Adrian Flux Insurance Group, East Winch      print,audio and Braille. If you require any
     Hall, East Winch, Kings Lynn, PE32 1HN.         of these formats, in the first
     You should also return your certificate of      instance,please contact Adrian Flux
     motor insurance immediately following           Insurance Group, East Winch Hall, East
     cancellation.                                   Winch, Kings Lynn, PE32 1HN or
                                                     Telephone 0870 2250111.
     If you do not exercise your right to cancel
     your policy, it will continue in force and
     you will be required to pay the premium.
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      Definitions
      Wherever the following words or phrases appear, they will have
      the meanings described below.

     You                                       Market value
     The policyholder named in the             The cost of replacing your car with
     schedule.                                 one of a similar type and condition.

     We, us                                    Excess
     Aviva Insurance UK Limited                The amount you will have to pay
     except where otherwise shown for          towards any claim.
     any policy section.
                                               Accessories
     Your partner                              Parts of your car which are not
     The husband or wife of the                directly related to how it works
     policyholder, or the policyholder’s       as a vehicle. This includes in-car
     partner living at the same address as     entertainment, such as radios,
     the policyholder and sharing financial    and communication equipment,
     responsibilities. This does not include   as well as portable phones while
     any business partners or associates.      they are connected to a power source
                                               in your car. Mobile phones which
     Schedule                                  operate independently through their
     The document which gives details of       own battery pack are not accessories
     the cover you have.                       within this definition.

     The period of insurance
     The period of time covered by this
     policy, as shown in the schedule, and
     any further period that we agree to
     insure you for.
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        Definitions                                                              7

     Certificate of motor insurance            Market value
     The current document that proves you      The cost of replacing your car with
     have the motor insurance you need by      one of similar type and condition.
     law. The certificate shows who can
     drive your car, and what you can use      Period of insurance
     it for and whether you are allowed to     The period of time covered by this
     drive other cars. It is proof that you    policy as shown in the policy schedule
     can use your car on a road or other       and any further period for which we
     public place, as required                 agree to insure you.
     by the Road Traffic Acts.
                                               Policy Schedule
     The certificate does not show the
                                               Details of you, your car and the
     cover you have.
                                               insurance protection provided to you.

     Clause
                                               RAC
     Changes in the terms of your policy.
                                               RAC Motoring Services or RAC
     These are shown in your policy
                                               Insurance Limited as shown in the
     schedule.
                                               relevant policy section
                                               RAC, PO Box 700, Bristol BS99 1RB.
     Excess
     The amount of any claim you will
                                               Territorial limits
     have to pay if your car is lost, stolen
                                               Great Britain, Northern Ireland, the
     or damaged.
                                               Channel Islands and the Isle of Man,
                                               the Republic of Ireland, Andorra,
     Fire
                                               Austria, Belgium, Bulgaria, Croatia,
     Fire, lightning and explosion.
                                               Cyprus, the Czech Republic, Denmark,
                                               Estonia, Finland, France (including
     Green Card
                                               Monaco), Germany, Gibraltar, Greece,
     A document required by certain
                                               Hungary, Iceland, Italy (including
     non-EU countries to provide proof
                                               San Marino and the Vatican City),
     that you have the minimum insurance
                                               Latvia, Lithuania, Luxembourg, Malta,
     cover required by law to drive in
                                               the Netherlands, Norway, Poland,
     that country.
                                               Portugal, Romania, Slovakia, Slovenia,
                                               Spain, Sweden and Switzerland
                                               (including Liechtenstein).
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     Definitions Continued

     Theft                                    Any vehicle loaned to you or a
     Theft or attempted theft.                permitted driver shown on your
                                              certificate of motor insurance for
     The insured/you/policyholder             up to seven days by a garage,
     The person or persons described as       motor engineer or vehicle repairer
     the insured in the policy schedule.      while the motor vehicle described
                                              on your policy schedule is being either
     The insurer/we/us/the company            serviced, repaired or having
     Aviva Insurance UK Limited               an MOT test.
     except where otherwise shown for
     any policy section.                      Your spouse/domestic partner
                                              The partner or husband or wife of the
     Your car                                 policyholder, living at the same
     Any vehicle described in the schedule    address as the policyholder and
     and any other vehicle for which          sharing financial responsibilities.
     details have been supplied to us and a   This does not include any business
     certificate of motor insurance bearing   partners or associates.
     the registration mark of that vehicle
     has been delivered to you and
     remains effective. Any vehicle loaned
     to you or a permitted driver shown on
     your certificate of motor insurance by
     a supplier we have nominated
     following a claim under the policy.
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        Definitions and Policy Cover Index                                                  9

     Policy Cover Index
                                                                   Third       Third    Page
                   Cover                          Comprehensive
                                                                   Party     Party Only No.
                   Loss of or damage to
      Section 1    your car – if your car is           ✓              ✓           ✗        15
                   lost, stolen or damaged
                   Liability to third parties –
      Section 2    covering other people               ✓              ✓           ✓        19
                   and their property
                   Injury to you or your               ✓              ✗           ✗
      Section 3                                                                            23
                   partner
                   Medical expenses and                ✓              ✗           ✗
      Section 4                                                                            23
                   emergency treatment
                   Rugs Clothing and                   ✓              ✗           ✗
      Section 5                                                                            23
                   Personal effects
                                                                  Fire and
      Section 6    Child Seat Cover                    ✓            Theft         ✗        23
                                                                    Only
                   Payments made under
      Section 7    compulsory insurance                ✓              ✓           ✓        23
                   regulations

      Section 8    Emergency Treatment                 ✓              ✓           ✓        23

      Section 9    No-claim discount                   ✓              ✓           ✓        23
                   Glass in windscreens,               ✓              ✗           ✗
      Section 10                                                                           23
                   sunroofs and windows
      Section 11 Suspending cover                      ✓              ✓           ✓        23
                 Continental use and
                 compulsory insurance
                 requirements –                        ✓              ✓           ✓
      Section 12                                                                           24
                 minimum insurance
                 while driving on the
                 continent
                                                                  Fire and
      Section 13 Replacement Locks                     ✓            Theft         ✗        24
                                                                    Only
                   Continental Breakdown               ✓              ✗           ✗
      Section 14                                                                           26
                   and Accident Recovery
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     Cover for your Vehicle

                                                • protecting the car and removing
         Section 1
                                                  it to the nearest Aviva approved
         Loss of or damage to your car
                                                  repairers; and

     If your car is lost, stolen or damaged,    • delivering the car back to your
     we may:                                      address in the British Isles after the
                                                  repairs have been carried out.
     • pay for your car to be repaired;
                                                If we know that you are still paying
     • replace your car; or                     for your car under a hire purchase or
     • pay you a cash amount equal to           leasing agreement, we will pay any
       the loss or damage.                      claim to the owner described in that
                                                agreement. Our liability under this
     The same cover also applies to
                                                policy will then end.
     accessories and spare parts relating to
     your car while these are in or on your     Accident recovery
     car or while in your private garage.       In Great Britain, Northern Ireland,
     We will, however, pay for loss or          Channel Islands and the Isle of Man
     damage to your car’s audio                 we can arrange for the protection and
     equipment, which is away from your         removal of your car to the nearest
     car or private garage, if such             repairers. In the event of an accident
     equipment has been designed to be          ring the Clubline and we will arrange
     removable or partly removable,             for the following at no additional cost:
     cannot function independently of
                                                • someone to come out and help.
     your car and has been temporarily            If your car cannot be made
     removed for purposes of security             roadworthy immediately it will be
     or maintenance.                              taken to our nearest Club-approved
     The most we will pay will be the             repairer. Your car can be taken to a
                                                  repairer of your choice if this is
     market value of your car at the time
                                                  nearer, but this may lead to delays
     of the loss.
                                                  in arranging the repairs to your car.
     If you cannot drive your car as a result     This rescue service also applies when
     of damage insured under this policy,         an accident occurs in the Republic of
     we will pay the reasonable costs of:         Ireland – ring (0044) 161 866 4114.
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        Cover for Your Vehicle                                                           11

     • the onward transmission of any
       messages on your behalf to a                    Important information
       member of your family or a friend.
     In providing accident recovery                • A standard courtesy car is a Class A
     assistance we will use reasonable care
                                                     vehicle, which are small hatchback
     and skill when providing the service.
                                                     cars, similar to a Nissan Micra
     We can, however, cancel services or
     refuse to provide them if, in our             • If your vehicle is immobile or
     opinion, the demands made are                   unroadworthy we aim to provide a
     excessive, unreasonable or impractical.
                                                     courtesy or hire car within one working
                                                     day (however, if an incident occurs
         Courtesy car and hire car                   during a weekend it may not be possible
                                                     to provide a courtesy car until the
                                                     following Monday)
     Courtesy cars are supplied to reduce
     your inconvenience and where possible         • In order to avoid undue delays, please
     ensure you remain mobile throughout the         advise us during the early stages of
     duration of your claim. It is not intended      your claim if an automatic transmission
     to be an exact replacement for your own         courtesy car is required. Automatic
     vehicle.All courtesy vehicles with have
                                                     courtesy cars can be supplied, providing
     comprehensive cover under your existing
                                                     the car being repaired is an automatic
     policy for the period of the loan,
     regardless of what level of cover you have    • A ‘grey’ import is a vehicle that does not
     requested for your car. (Please note that a     comply with European Union vehicle
     courtesy car cannot be provided until your      type specification and which is imported
     claim has been accepted and cover has           from outside the UK (usually Japan).
     been confirmed).

     The table opposite tells you what type of
     courtesy car you will receive according to
     your policy cover and situation. This
     should be read in conjunction with the
     Important Information.
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     Cover for Your Vehicle Continued

       What cover have             What is my                  What am I
       I got?                      situation?                  entitled to?
       • Standard courtesy car     • My car is being           • The Approved Repairer
         on comprehensive            repaired by an Aviva        will provide you with a
         policies                    Approved Repairer           Class A courtesy car for
                                                                 the duration of repairs
                                   • My car is being           • No courtesy car will be
                                     repaired by a repairer      provided if an Approved
                                     of my choice                Repairer is not used
                                   • My car cannot be          • Your claims handler will
                                     repaired or has             arrange for a Class A
                                     been stolen                 hire car for up to 14
                                                                 days, or up until a
                                                                 settlement offer has
                                                                 been agreed
                                                                 (whichever is earliest)
                                   • My car is a ‘grey’        • If your car is a ‘grey’
                                     import and needs            import (whether you
                                     to be repaired              are aware of this or
                                                                 not) we will provide
                                                                 you with a Class A
                                                                 courtesy car for up to
                                                                 seven days only
       • Standard courtesy car     • My car has been stolen    • Your claims handler will
         on Third Party,             or has been                 arrange for a Class A
         Fire and Theft policies     set on fire                 hire car, for up to 14
                                                                 days, or up until a
                                                                 settlement offer has
                                                                 been agreed
                                                                 (whichever is earliest)
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        Cover for Your Vehicle Continued                                                 13

     New car replacement                          3. damage to tyres by braking or by
     We will replace your car with a new             punctures, cuts or bursts.
     car of the same make and specification       4. loss or damage directly occasioned by
     (if one is available in the UK) if, within      pressure waves caused by aircraft or
     12 months of you or your partner                other aerial devices travelling at sonic
     buying the car from new:                        or supersonic speed.
     • the cost of repairing any damage           5. loss of value following repair.
       covered by the policy is more              6. confiscation or requisition or destruction
       than 60% of the car’s list price              by or under order of any Government or
       (including car tax and VAT) when              Public or Local Authority.
       you bought the car; or
     • your car is stolen and not recovered.
                                                      Excesses
     We will only replace your car if:
     • you or your partner own the car or         If your car is lost, stolen or damaged
       are buying it under a hire-purchase        you are responsible for paying the
       agreement (not a leasing, contract-        excess shown on your schedule, no
       hire agreement, or other type of           matter how the loss or damage
       agreement where ownership of the           happened.
       car does not pass to you);
                                                  If you are only claiming for loss of
     • the hire-purchase company agrees;          or damage to the glass in your car’s
       and                                        windscreen, sunroof or windows,
     • you or your partner are the first          or for any scratching of the bodywork
       registered keeper of the car.              arising solely from the breakage of
                                                  glass, the excesses set out above will
                                                  not apply. You will, however, have to
     Exceptions to Section 1 of your policy       pay the first £75 of the cost of glass
     Your policy does not cover the following:    replacement. This excess for glass:
     1. loss of use, wear and tear,               • will not apply when the glass is
        depreciation, mechanical, electrical,       repaired rather than replaced
        electronic, computer failures or
        breakdowns or breakages.                  • overrides any other general
                                                    excess that would otherwise
     2. loss or damage arising from theft
                                                    apply to glass claims.
        whilst the ignition keys of your car
        have been left in or on the car.
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     Liability to Third Parties

         Section 2                                Liability of other persons
         Your liability                           driving or using your car

                                               On the same basis that we insure you
     We will insure you for all amounts        under this section, we will also insure
     which you may have to pay as a            the following persons:
     result of you being legally liable for
                                               • any person you give permission to
     (a) a person’s death or injury
                                                 drive your car provided that your
     (b) damage to their property up to a        certificate of motor insurance
         maximum amount of £20,000,000           allows that person to drive
         (excluding claimant’s costs and
                                               • any person you give permission to
         expenses and any other costs and
                                                 use (but not drive) your car, but
         expenses) and up to £5,000,000
                                                 only whilst using it for social,
         for claimant’s costs and expenses
                                                 domestic and pleasure purposes
         and any other costs and expenses
         incurred with our written consent     • any passenger travelling or getting
         in relation to damage to their          into or out of your car.
         property as a result of an accident
                                               • the employer or business partner of
         caused by:
                                                 the person using any car for which
        • your car                               cover is provided under this section
                                                 while the car is being used for
        • any other car driven by you in
                                                 business purposes permitted under
          Great Britain, Northern Ireland,
                                                 the policy, except that we shall not
          the Republic of Ireland, the
                                                 be liable where:
          Channel Islands and the Isle of
          Man which does not belong to           – the vehicle belongs to or is hired
          you or is not hired to you under a       by such employer or business
          hire purchase agreement,                 partner
          provided that your certificate of
                                                 – the insured is a corporate body
          motor insurance indicates that you
                                                   or firm.
          can drive such vehicle
        • any trailer while it is being
          towed by your car.
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         Liability to Third Parties                                                      15

                                                 Exceptions to Section 2 of your policy
         Legal personal representatives          The cover under this section will not apply
                                                 in the following circumstances.
      If anyone who is insured under this        1. If any person insured under this section
      section dies, his or her legal personal       does not keep to the terms, exceptions
      representatives will have the cover the       and conditions of this policy. The cover
                                                    will also not apply if the insured person
      insured person would have had under
                                                    can claim under another policy.
      this section.
                                                 2. If the death of, or injury to, any
                                                    employee of the insured person
         Legal costs
                                                    arises out of, or in the course of,
                                                    that employee’s duties, unless we
      We will pay the following legal costs if      must provide cover under the Road
      they relate to an incident which is           Traffic Acts.
      covered under this section:                3. For anyone we insure who claims
      • The fees of solicitors we ask to            under this section, if the claim relates
        represent anyone we insure under            to loss or damage to property that
        this section at a coroner’s inquest or      belongs to them or is in their care.
        fatal accident inquiry, or to defend     4. If the damage being claimed for has
        any proceedings in a                        happened to any vehicle covered by
        court of summary jurisdiction.              this section.

      • Fees for legal representatives           5. While any vehicle is being used on:
        we ask to defend anyone we                  – part of an aerodrome or airport used
        insure under this section when                for aircraft taking off and landing;
        proceedings are taken for                   – aircraft parking areas including
        manslaughter or reckless or                   service roads;
        dangerous driving.                          – ground equipment parking areas; or
                                                    – any parts of passenger terminals
                                                      within the Customs examination
                                                      area;
                                                 unless we are liable under the Road Traffic
                                                 Acts.
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     6. Except to the extent that we are          In respect of terrorism, where we are
        obliged by the Road Traffic Acts to       obliged by the Road Traffic Acts to provide
        provide insurance to;                     insurance, the maximum amount we will
        (a) any direct or indirect consequence    pay for damage to property as a result
            of an act or acts of terrorism,       of any accident or accidents caused by a
            whether or not such consequence       vehicle or vehicles driven or used by you
            has been contributed to by any        or any other person, and for which cover
            other cause. Terrorism includes       is provided under this section, will be:
            but is not limited to:                      • £5,000,000 in respect of all
            • the use or threat of force and/or           claims resulting directly or
              violence and/or                             indirectly from one originating
                                                          cause; or
            • harm or damage to life or to
              property (or the threat of such           • such greater sum as may in
              harm or damage) including but               the circumstances be required
              not limited to harm or damage               to meet the minimum insurance
              by nuclear, chemical, biological            requirements of the Road
              and/or radiological means;                  Traffic Acts.
     when any such act is committed by
     any person(s) or group(s) of persons in
     whole or in part for political, religious,
     ideological or similar purposes, or is
     claimed to be committed in whole or
     in part for such purposes:
            • Any action taken in controlling,
              preventing, suppressing or in any
              other way relating to (a) above.
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        Additional Covers                                                                 17

     Additional Covers

                                                 Exceptions to Section 3 of your policy
         Section 3
         Injury to you or to your                This personal accident insurance does
         spouse/ domestic partner                not cover:
                                                 1. corporate bodies or firms.
     If you or your spouse/domestic partner      2. death or bodily injury arising from
     suffer accidental bodily injury in direct      suicide or attempted suicide.
     connection with your car or while
     getting into, out of or travelling in any       Section 4
     other private car, not belonging to you         Medical expenses
     or hired to you under a hire purchase
     agreement, we will pay to the injured       If you, or any other person in your car,
     person £2,500 if, within three months       are injured as a direct result of your
     of the accident, the injury is the sole     car being involved in an accident, we
     cause of:                                   will pay the medical expenses arising
                                                 in connection with that accident. The
     • death
                                                 most we will pay for each injured
     • irrecoverable loss of sight in one        person is £100.
       or both eyes
     • loss of any limb.                             Section 5
     The most we will pay any one person             Rugs, clothing and
                                                     personal effects
     after any accident is £2,500.
     The most we will pay any one person
                                                 We will pay you (or, at your request,
     during any one period of insurance
                                                 the owner) for loss or damage to rugs,
     is £5,000.
                                                 clothing or personal effects caused by
     If you or your spouse/domestic partner      fire, theft or accidental means whilst
     have any other policies with us in          they are in or on your car.
     respect of any other car or cars the
                                                 The maximum amount payable for
     injured person will only be able to
                                                 any one incident is £100.
     obtain compensation for their injuries
     under one policy.
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     Where the loss or damage arises from          Exceptions to Section 7 of your policy
     fire, theft or malicious damage, an           We will not pay for:
     excess of £100 applies unless your car is
                                                   1. money, stamps, tickets, documents
     in a locked garage at the time of the
                                                      or securities
     incident. Where this excess applies and
                                                   2. goods or samples carried in connection
     there are simultaneous claims for loss or
                                                      with any trade or business.
     damage arising from fire, theft or
     malicious damage under other sections         3. any rugs, clothing and personal effects
     of the policy, all such claims will be           if your vehicle is a motor caravan.
     combined and only one excess applied.
                                                       Section 8
         Section 6                                     Emergency treatment
         Child seat cover
                                                   We will refund payments any person
     If you have a child seat fitted in your car   using any car covered by this policy
     and your car is involved in an accident       has made under the Road Traffic Acts
     or damaged following fire or theft we         for emergency treatment.
     will contribute up to £100 per child seat
                                                   If we make a payment under this
     towards the cost of a replacement even
                                                   section, this will not affect your
     if there is no apparent damage, subject
                                                   no-claim discount.
     to you making a claim under Section I of
     your policy.                                      Section 9
                                                       No Claim Discount

         Section 7                                 If you do not make a claim under
         Payments made under
                                                   your policy, we will increase your
         compulsory insurance
                                                   no-claim discount when you renew
         regulations and rights
         of recovery                               your policy in line with the scale we
                                                   apply at that time.
     If the law of any country in which this       We do not grant no-claim discounts
     policy operates requires us to settle         for policies running for less than
     a claim which, if this law had not            12 months. If we allow you to transfer
     existed we would not be obliged to            this policy to another person, any
     pay, we reserve the right to recover          no-claim discount you have already
     such payments from you or from the            earned will not apply to the person to
     person who incurred the liability.            whom the policy is being transferred.
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        Additional Covers                                                                   19

                                                   Exceptions to Section 11 of your policy
         Section 10
         Glass in windscreens,                     We will not pay for the following:
         sunroofs or windows                       1. Loss of use, reduction in value,
                                                      wear and tear, or mechanical, electrical
     Any payment we make for repairing                or computer breakdowns, failures or
     or replacing glass in your car’s                 breakages.
     windscreen, sunroof or windows (or            2. Loss of value following a repair.
     for any scratches on the bodywork             3. Loss or damage arising from theft
     caused directly by the broken glass)             while the ignition keys of your car
     will not affect your no-claim discount.          have been left in or on the car.

         Section 11                                    Section 12
         Suspending cover                              Continental use/compulsory
                                                       insurance requirements
     If your car will be out of use for a
     continuous period of 28 days or more,         In compliance with EU Directives this
     and this is not a result of any loss or       policy provides, as a minimum, the
     damage covered by this policy, we may         necessary cover to comply with the laws
     suspend your cover and refund part of         on compulsory insurance of motor
     your premium for the laid-up period.          vehicles in:
     We will pay this refund when you ask
     for the cover to start again. If you          • any country which is a member of
     want us to suspend your cover, you              the European Union
     must return your certificate of motor         • any country which the Commission
     insurance immediately.                          of the European Communities is
     During the period when cover is                 satisfied has made arrangements to
     suspended, we will continue to                  meet the requirements of Article
     provide cover for loss or damage                7(2) of EC Directive 72/166/EEC
     caused by fire or theft while your              relating to civil liabilities arising
     car is in a locked private garage.              from the use of a motor vehicle.

     A refund of premium is not allowable          In addition to this minimum cover, the
     under a policy where the total period         policy provides the cover shown in the
     of cover is less than 12 months.              schedule in any country in the
                                                   territorial limits, subject to:
     The cover is not available if your car is a
     Motor Caravan/Mobile Home.                    • your car being normally kept in
                                                     Great Britain, Northern Ireland, the
                                                     Channel Islands or the Isle of Man
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     Additional Covers continued

     • use of your car for visits to              the Continent’ booklet. This booklet
       countries outside Great Britain,           contains useful information on driving
       Northern Ireland, the Channel              abroad, what to do and who to
       Islands and the Isle of Man being of       contact in the event of an accident
       a temporary nature, not exceeding          and statements in the main European
       three months in any one trip.              languages for presentation to the
                                                  police or other officials confirming
     Cover includes:
                                                  that you have proper insurance to
     • transit by sea, air or rail in or
                                                  drive in their countries.
       between countries within the
       territorial limits                         There is no cover for countries outside
                                                  the territorial limits. We may,
     • reimbursement of any customs duty
                                                  however, be prepared to extend cover
       you may have to pay after
                                                  to certain places by special request,
       temporarily importing your car into
                                                  in which case we will provide you
       any country within the territorial
                                                  with a Green Card and an additional
       limits, subject to your liability
                                                  premium will be required.
       arising as a direct result of a claim
       covered under this policy
                                                     Section 13
     • general Average contributions,                Replacement locks
       Salvage charges and Sue and Labour
       charges whilst your car is being           If the car keys or lock transmitter of
       transported by sea between any             your car is lost or stolen we will pay
       countries within the territorial limits,   for the cost of replacing:
       provided that your car is covered for
       loss or damage under this policy.          • the door locks and/or boot lock
                                                  • the ignition/steering lock
     If you take your car abroad
     All countries within the territorial         • the lock transmitter and central
     limits have agreed that a Green Card           locking interface.
     is not necessary for cross border travel.    Provided that you can establish to
     Your certificate of motor insurance          our satisfaction that the identity or
     should, therefore, provide sufficient        garaging address of your car is known
     evidence that you are complying with         to any person who is in possession of
     the laws on the compulsory insurance         your keys or transmitter.
     of motor vehicles in any of these
     countries that you visit.                    Your No Claim Discount will not be
                                                  disallowed solely as a result of a claim
     If, however, you contact your                under this section.
     insurance adviser at least two weeks
     before departure, he/she will be able
     to provide you with our ‘Driving on
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        Additional Covers Continued                                                    21

                                                  RAC will arrange for the following:
         Section 14
         Continental breakdown and                (a) If your car breaks down, or
         accident recovery
                                                  (b) Is disabled as a result of an accident
                                                      covered under Section 1 of your
     If you have Standard Comprehensive               policy whilst being driven by you or
     cover, as indicated in your policy               any person permitted to drive as
     schedule, you also qualify for                   described under ‘Persons or Classes
     continental breakdown and                        of Persons entitled to drive’ in the
     accident recovery.                               certificate of motor insurance.
     No breakdown cover or accident               Whilst you are in the UK:
     recovery applies whatsoever if you
     have Third Party Fire and Theft or           • a self-drive hire car, including
     Third Party Only cover.                        collision damage waiver and a
                                                    replacement Green Card if
     If you have Comprehensive Gold                 necessary up to a value of £750, if:
     cover, as indicated in your policy
     schedule, you can also enjoy                   – as a result of a road accident,
     breakdown cover in Great Britain,                fire or theft within seven days
     Northern Ireland, the Channel Islands            before your departure, your
     and the Isle of Man.                             vehicle cannot be repaired or
                                                      recovered (in the case of theft)
     This section provides breakdown                  in time for the journey; or
     cover and accident recovery for the
     territorial limits of the policy excluding     – your vehicle breaks down on the
     Great Britain, Northern Ireland, the             way to the port you are leaving
     Channel Islands and the Isle of Man,             from and RAC confirms that it
     although the breakdown service will              cannot be repaired the same day.
     be provided if you are on route to or             Please note that any hired
     from a port immediately prior to or               vehicle provided in the UK
     subsequent to travelling abroad.                  cannot be taken abroad. Once
     Cover is provided in the specific                 you are abroad the cover stated
     instances below by RAC Motoring                   under section ‘Whilst you are
     Services and/or RAC Insurance Limited             abroad’ will be provided.
     and is subject to an overall limit of
     £2,500.
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     Additional Covers continued

     Whilst you are abroad:                     • a replacement driver, if a registered
                                                  doctor declares the only qualified
     • emergency roadside assistance
                                                  driver is medically unfit to drive and
       up to a maximum of £175 (not
                                                  there are no passengers who can
       including the cost of any parts).
                                                  legally drive the car to complete the
       If your car cannot be repaired
                                                  journey. In these circumstances it
       immediately it will be taken to
                                                  will be at the discretion of RAC
       a nearby garage. In the event of
                                                  whether a replacement driver is
       a breakdown we will pay either:
                                                  provided, to enable you to reach
        – a contribution towards labour           your destination or return home.
          charges if it is possible to repair
                                                • repatriation of the car to your home
          your vehicle to enable you to
                                                  address or your nominated repairer
          continue your journey on the
                                                  in Great Britain, Northern Ireland,
          same day, or
                                                  the Channel Islands or the Isle of
        – inspection fees to confirm your         Man, if your car cannot be repaired
          vehicle cannot be repaired by           before the end of your holiday
          your return travel date.                period, subject to the cost of the
                                                  repatriation not exceeding the
     • onward transportation, if your
                                                  market value of your car.
       car cannot be repaired within
       12 hours, we will provide you with       • emergency repairs to make your
       a replacement car to enable you            vehicle secure again if the
       with up to 14 days self-drive car          windows, windscreen or locks of
       hire (including collision damage           your vehicle have been damaged
       waiver, delivery charge and Green          by somebody trying to break into
       Card if required), or we will pay for      it. In this instance you must obtain
       standard/second class rail,                a police report.
       or both, so that you and up to
                                                • passing an urgent message from our
       7 passengers are able to continue
                                                  control centre to your relatives or a
       your journey or return home.
                                                  close business colleague if your
        Any hired vehicle cannot be brought       vehicle cannot be moved as
        into the United Kingdom, as we will       it has broken down or been in an
        arrange for a second hire vehicle,        accident, damaged by fire or stolen.
        costs for which are limited to £250,
                                                • if your vehicle cannot be
        to get you home once you return to
                                                  reasonably repaired as a result of
        the United Kingdom. RAC will use
                                                  fire or theft which has happened
        its best endeavours to find a car of
                                                  abroad during the journey and it
        similar, but not exact, specification
                                                  has to be scrapped under Customs
        as your own car to ensure that
                                                  supervision in the country where
        you can carry the same number of
                                                  it is situated, or it has been stolen
        passengers and amount of luggage.
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        Additional Covers Continued                                                23

        abroad during the journey and           In providing breakdown assistance
        has not been found, we will pay         RAC employees and contractors will
        indemnity against Continental           use reasonable care and skill when
        or Irish Customs claims for any         providing the service. RAC can,
        liability for duty claimed. This does   however, cancel services or refuse to
        not include any import duties that      provide them if, in their opinion the
        do not relate to your vehicle.          demands made are excessive,
                                                unreasonable or impractical.
     Whilst you are abroad RAC may,
     at its discretion, offer you or any        We will provide emergency assistance
     permitted driver:                          by one of our contractors in the event
                                                of vehicle breakdown, accident, fire or
     • overnight accommodation expenses
                                                theft, or when the only qualified
       for the driver and passengers up
                                                driver is unfit to drive. This cover
       to £35 per person per day, subject
                                                applies in any country within the
       to an overall maximum of £560
                                                territorial limits or any other country
       in total. This does not include,
                                                where we have agreed to an
       however, the cost of meals or drinks.
                                                extension of cover and have issued
     • If you are intending to camp but         you with a Green Card.
       your tent is stolen or accidentally
                                                Every effort is made to ensure a
       damaged so that you cannot use it,
                                                quality service is provided in Eastern
       we will pay up to £35 per person
                                                European countries but this may not
       each day towards accommodation
                                                necessarily be of the same standard
       expenses to a total of £560 or, in
                                                as in Western Europe. The situation
       certain circumstances, authorise the
                                                varies from country to country but
       cost of a replacement tent. This does
                                                time delays may occur, telephones
       not include any damage to your tent
                                                are sometimes not available, garage
       caused by weather conditions, or any
                                                facilities may be inadequate, spare
       cost if your tent was stolen and you
                                                parts are often not available, etc. You
       do not get a police report.
                                                should also be aware that unleaded
     If we have agreed to an extension          fuel may not be widely available.
     of the territorial limits and you have
                                                Remember: Always carry all vehicle
     been issued with an international
                                                and insurance documentation when
     motor insurance card (Green Card) the
                                                driving and never leave it in an
     breakdown cover outlined above is
                                                unattended vehicle.
     extended to apply to these countries,
     but only for the period shown in the
     Green Card.
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     Additional Covers continued

                                              Exceptions to Section 14 of your policy
         Telephone Numbers                    Continental breakdown and accident
                                              recovery will not cover:
     If you are unfortunate enough to         • the cost of any ferry crossings or
     require Breakdown and/or Accident          toll charges
     Assistance, please use these telephone   • the cost of recovery of your car if it is
     numbers:                                   stuck in water, a bog, a ditch or on a
     Calls from outside the UK:                 beach or if it has been overturned
                                                unless this forms part of your
     (00 44) 161 866 4114                       insurance claim
     Calls from within the UK:                • the cost of spares or parts, petrol,
     0800 678 999                               oil, keys or other materials and
                                                garage labour
     Once your details have been taken,       • any vehicle that cannot be recovered
     one of our Personal Incident Managers      by normal trailers or transporters
     will ring you back, if possible,
                                              • breakdown due to lack of oil or water,
     and explain the appropriate action
                                                frost damage, rust or corrosion, or
     for your circumstances.
                                                unserviceable/unroadworthy tyres.
                                              • the transportation of any vehicle or
                                                trailer that contains horses or livestock
                                              • the cost of any self-drive car hire
                                                collection charges
                                              • any cost arising from an incident not
                                                reported to our control centre
                                              • the cost of any meals or any other
                                                extra hotel costs
                                              • any vehicle which is carrying a
                                                dangerous or illegal load.
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        Additional Covers and General Exceptions                                             25

     General Exceptions

     Your policy does not cover the following:          (c) Any vehicle driven by you, unless you
     1. Any accident, injury, loss or damage                hold a licence to drive the insured
        while any vehicle that is insured under             vehicle or have held a licence and
        this policy is being:                               are not disqualified from holding or
                                                            obtaining such a licence.
        (a) Used otherwise than for the
            purposes described under the                (d) Driven by anyone else with your
            ‘Limitations as to use’ section of              general consent who, to your
            your certificate of motor insurance             knowledge, does not have a licence
                                                            to drive your car, has never held
        (b) Driven by any person other than
                                                            one or is disqualified from holding
            anyone who is described under the
                                                            or obtaining such a licence.
            section of your certificate of motor
            insurance headed ‘Persons or             2. Any liability you have accepted in an
            Classes of Persons entitled to drive’.      agreement which you would not have
            We will not withdraw this cover:            had if that agreement did not exist.
           i. while your car is in the custody       3. (a) Loss or destruction of, or damage to,
              or control of a member of the                 any property or any associated loss or
              motor trade for the purposes of               expense, or any other loss; or
              maintenance or repair, or while           (b) Any legal liability,
              your car is being parked by               that is directly or indirectly caused by,
              an employee of a hotel or                 contributed to by or arising from:
              restaurant or car parking service
                                                           i. ionising radiations or
           ii. if the injury, loss or damage was              contamination by radioactivity
               caused as a result of your car                 from any irradiated nuclear fuel
               being stolen or having been                    or from any nuclear waste from
               taken without your permission                  the combustion of nuclear fuel
           iii. by reason of the person driving            ii. the radioactive, toxic explosive or
                not having a driving licence, if               other hazardous properties of
                you had no knowledge of such                   any explosive nuclear assembly
                deficiency.                                    or nuclear component thereof.
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     General Exceptions continued

     4. Any consequence whatsoever resulting         7. A seat occupied by a child would fall
        directly or indirectly from or in               for replacement when:
        connection with any of the following           • the repairs include the renewal (not
        regardless of any other contributory             solely repair) of cosmetic or structural
        cause or event:                                  panels of the vehicle, excluding from
        (a) War, invasion, act of foreign                panels such as superficial grill panels
            enemy, hostilities or a warlike              and cover panels OR
            operation or operations (whether           • where the airbag(s) have deployed
            war be declared or not), civil war,          or the seat belts require replacement
            rebellion, revolution, insurrection,         due to accident impact.
            civil commotion assuming the
            proportions of or amounting to an
            uprising, military or usurped power
        (b) Any action taken in controlling,
            preventing, suppressing or in any way
            relating to (a) above except so far as
            is necessary to meet the requirements
            of the Road Traffic Acts.
     5. Any accident, injury, loss or damage
        (except under Section 2) arising during
        or as a result of:
        (a) An earthquake
        (b) A riot or civil commotion that
            happens outside Great Britain,
            the Isle of Man or the Channel
            Islands except where such liability
            is required to be covered by the
            Road Traffic Acts.
     6. Any accident, injury, loss or damage if
        your vehicle is registered outside Great
        Britain, Northern Ireland, the Isle of
        Man or the Channel Islands.
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         General Exceptions and General Conditions                                          27

     General Conditions

                                                      3. You must tell the police immediately if
         Claims procedure                                any property is lost, stolen or damaged.

     1. As soon as reasonably possible                    Cancelling this policy
        after any accident, injury, loss or
        damage (including glass damage), you
        or your legal personal representatives        4. After any statutory cooling off period,
        must telephone us giving full details of         you continue to have the right to
        the incident.                                    cancel your policy at any time during
        Any communication you receive about              its term. If You do so, you will be
        the incident should be sent to us                entitled to a refund of the premium
        immediately. You or your legal personal          paid subject to a deduction for the
        representatives must also let us know            time for which you have been
        immediately if anyone insured under              covered. This will be calculated on a
        this policy is to be prosecuted as a             pro-rata basis for the period which
        result of the incident or if there is to be      You received cover and an additional
        an inquest or a fatal accident inquiry.          charge of up to £10 (subject to
                                                         Insurance Premium Tax where
     2. You, or anyone else claiming under this          applicable) to cover the administrative
        policy, must not admit to any claim,             cost of providing the policy.
        promise any payment or refuse any
        claim without our written consent. If we         For motor insurance policies you
        want to, we can take over and conduct            should also return your certificate of
        in your name, or the name of the                 motor insurance immediately
        person claiming under the policy, the            following cancellation.
        defence or settlement of any claim or            We (or any agent we appoint and
        take proceedings for our own benefit to          who acts with our specific authority)
        recover any payment we have made                 may cancel this policy by sending
        under this policy. We shall have full            7 days notice to your last known
        discretion in the conduct of any                 address. You will be entitled to a
        proceedings or the settlement                    refund of the premium paid subject
        of any claim. The person who is seeking          to a deduction for the time for which
        payment under this policy shall give us          you have been covered.
        all the information and assistance
        necessary for us to achieve a settlement.
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        General Conditions continued

        If you do not pay the premium or any
        part of the premium under the payment           Arbitration
        option you have chosen, by the due
        date, we may cancel this policy with        7. Except for claims under Section 3,
        effect from the end of the last period         where we have accepted a claim
        for which a payment has been made.             and there is disagreement over the
                                                       amount to be paid, the dispute must
                                                       be referred to an arbitrator to be
         Other insurance
                                                       agreed between you and us in
                                                       accordance with the law at the time.
     5. If at the time of any claim arising under      When this happens, a decision must
        this policy there is any other insurance       be made before you can take any
        policy covering the same loss, damage          legal action against us.
        or liability, we will only pay our share
        of the claim. This condition does not           Your duty to comply with
        apply to personal accident benefits             policy conditions
        under Section 3, which will be paid
        as indicated under that section. This       8. Our provision of insurance under this
        provision will not place any obligation        policy is conditional upon you observing
        upon us to accept any liability under          and fulfiling the terms, provisions,
        Section 2 which we would otherwise             conditions and clauses of this policy.
        be entitled to exclude under Exception
        1. to Section 2.
                                                        Fraud
         Your duty to prevent loss
         or damage                                  9. If any claim is in any way fraudulent
                                                       or if you or anyone acting on your
     6. You shall at all times take all                behalf has used any fraudulent means,
        reasonable steps to safeguard your             including inflating or exaggerating the
        car from loss or damage. You shall             claim or submitting forged or falsified
        maintain your car in efficient condition       documents, all benefit under this policy
        and we shall have, at all times, free          shall be forfeited.
        access to examine your car.
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         General Conditions                                                                 29

         Monthly premiums                                 Car sharing and insurance

     10. If you have chosen to pay monthly            12. If you receive a contribution as part of
         premiums, you must pay the first two             a car sharing arrangement involving
         monthly premiums by the date the                 the use of any car insured under this
         insurance starts. If you do not pay the          policy for carrying passengers for
         first premium we may cancel this                 social or similar purposes, we will not
         policy with effect from the start date.          consider this to be carrying passengers
         You must pay one monthly premium                 for hire or reward provided:
         on the same day each month, starting
                                                         •   the vehicle is not constructed or
         in month two and ending in month
                                                             adapted to carry more than eight
         11. When the policy is renewed you
         must pay one premium a month. If                    passengers (excluding the driver)
         you do not pay a monthly payment on             •   the passengers are not being
         the date that it is due, this will give us          carried in the course of a business
         the right to cancel this policy from the            of carrying passengers
         date the premium was due.
                                                         •   the total contributions received
        We will give you one month’s cover                   for the journey concerned do
        for each monthly premium you pay                     not involve an element of profit.
        during the period of insurance.

                                                          Important
         Mileage

                                                      13. If your car is used under a car sharing
     11. We reserve the right to establish
                                                          arrangement and there is any doubt
         the mileage on your car at any time
                                                          as to whether this arrangement is
         where your policy has been rated on a
                                                          covered by the terms of your policy
         selected annual mileage basis. Where
                                                          you should immediately contact us
         the annual mileage has been exceeded
                                                          for confirmation.
         your premium will be increased to that
         which applies to the mileage driven.
         If we become aware that the annual
         mileage has been exceeded at the
         time of a claim the additional premium
         will be deducted from the claim
         payment. The higher premium will
         apply from the commencement of
         the period of insurance.
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     Complaints Procedure

                                                      What will happen if
         Our Promise of Service
                                                      you complain?

     Our goal is to give excellent service to     • We will acknowledge your complaint
     all our customers but we recognise that        promptly.
     things do go wrong occasionally. We take
     all complaints we receive seriously and      • We aim to resolve complaints,
     aim to resolve all our customers’ problems     following assessment and
     promptly. To ensure that we provide the        investigation, within five working days
     kind of service you expect we welcome          of receipt.
     your feedback. We will record and
                                                  Most of our customers’ concerns can be
     analyse your comments to make sure we
                                                  resolved quickly but occasionally more
     continually improve the service we offer.
                                                  detailed enquiries are needed. If this is
                                                  likely, we will contact you with an update
                                                  and give you an expected date of
                                                  response.
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        Complaints Procedure                                                             31

                                                  Financial Ombudsman Service
         What to do should you
                                                  South Quay Plaza
         be dissatisfied
                                                  183 Marsh Wall
                                                  London E14 9SR
     Seek resolution by your insurance advisor,
                                                  Telephone: 0845 080 1800
     Adrian Flux.
                                                  Note that the FOS will only consider
     If you are disappointed with any aspect of
                                                  your complaint if you have given us the
     the handling of your insurance we would
                                                  opportunity to resolve it and you are
     encourage you, in the first instance, to
                                                  a private policyholder, a business with
     seek resolution by contacting your
                                                  a group annual turnover of less than
     Insurance Advisor or contact us at Adrian
                                                  £1 million, a charity with an annual
     Flux. You can write to us at Adrian Flux
                                                  income of less than £1 million or a trustee
     Insurance Group, East Winch Hall,
                                                  of a trust with a net asset value of less
     East Winch, Kings Lynn, PE32 1HN or
                                                  than £1 million. If, however, we do not
     telephone us on 0870 2250111,
                                                  resolve your complaint within 40 working
     whichever suits you, and ask your contact
                                                  days, the FOS will accept a direct referral.
     to review the problem.
                                                  Whilst we are bound by the decision
     If you remain unhappy with the decision
                                                  of the FOS, you are not. Following the
     you receive from us, you may write to the
                                                  complaints procedure does not affect
     Chief Executive.
                                                  your right to take legal action.
     Chief Executive UK Insurance
     Aviva
     PO Box 6, 8 Surrey Street
     Norwich NR1 3NS.
     If you are dissatisfied with our final
     decision (from the Chief Executive
     Officer), you can refer the matter to the
     Financial Ombudsman Service (FOS).
SMOPC0994_A_79397_POB.qxp:SMOPC0994_A_79397_POB   24/4/09   14:45   Page 32

        Financial Services Compensation Scheme

     Financial Services
     Compensation Scheme

     Our obligations are covered by the
     Financial Services Compensation Scheme
     (FSCS). If we were unable to meet our
     obligations you may be entitled to
     compensation from the scheme,
     depending on the type of insurance
     and the circumstances at the time.
     For cover required by the Road Traffic
     Acts you would be covered in full for
     any claim, for any other type of claim
     you would be covered for all of the
     first £2,000 and 90% of the remainder,
     in each case without any upper limit.
     Further information about the scheme
     arrangements is available on the FSCS
     website www.fscs.org.uk or write to
     Financial Services Compensation Scheme,
     7th Floor, Lloyds Chambers, Portsoken
     Street, London E1 8BN.
SMOPC0994_A_79397_POB.qxp:SMOPC0994_A_79397_POB   24/4/09   14:45   Page IBC3
SMOPC0994_A_79397_POB.qxp:SMOPC0994_A_79397_POB                                 24/4/09        14:45       Page OBC4

           Administered by: Adrian Flux Insurance Group, East Winch Hall, East Winch, Kings Lynn, PE32 1HN Telephone 0870 2250111
                                                             www.adrianflux.co.uk

                              Underwritten By: Aviva Insurance UK Limited. Registered in England Number 99122.
                                            Registered Office: 8 Surrey Street Norwich NR1 3NG.
                                        Authorised and regulated by the Financial Services Authority.

  SMOPC0994 06.2009 (A)
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