Your Car Insurance Policy Summary - www.castlecover.co.uk " Important information you need to know about your car insurance"
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Your Car Insurance
Policy Summary
“ Important information
you need to know about
your car insurance”
www.castlecover.co.ukImportant telephone numbers Car Insurance claims 0845 840 0090 Legal Expenses claims 0845 840 0094 UK Emergency Breakdown helpline 0800 952 9923 EU Emergency Breakdown helpline 0800 952 9924 Excess Protect claims 0845 840 0092 Substitute Vehicle claims 0845 840 0091 Key Cover claims 0800 519 1211 In order to maintain a quality service, telephone calls may be monitored or recorded
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Policy Summary
This policy summary does not contain full details Part E: Personal belongings
and conditions of your insurance – these are located Up to £100 for loss or damage to personal
in your policy wording. belongings carried in your car following an accident,
fire, lightning, explosion. Cover is also provided
Type of insurance and cover under this section for loss or damage
Car insurance for private cars. This insurance due to theft or attempted theft as long as the
provides comprehensive cover. items are in a locked glove box or boot when
the car is unoccupied.
Conditions
You must do all you can to protect your car and keep Car sharing
it in a roadworthy condition. When leaving your car, Cover when receiving payments towards the running
personal belongings must be locked in the glove box costs for carrying passengers for social purposes.
or boot. You must also remove, if possible, your audio
equipment and activate any security features. Car service cover
Failure to comply with these may jeopardise your Cover whilst your car is in the custody or control of a
claim or cover. motor garage for maintenance, repair, testing or
servicing or at a hotel or restaurant where your car
Significant features and benefits has been parked for you.
Part A: Loss and damage Significant or unusual exclusions
• R
eplacement or repair of your car or spare
or limitations
parts if your car, accessories or spare parts
are lost, stolen or damaged. The standard excesses and any additional amount
you have agreed to pay will be shown within your
• N
ew car replacement within the first 12 months
policy wording or on the policy schedule.
of your purchase from new if the car is a total
loss or stolen and not recovered. General exceptions
• R
eplacement of broken windscreens or glass When the vehicle is being used on
and repairs to bodywork caused by them breaking
• part of an aerodrome or airport used for aircraft
without loss of no-claims discount.
taking off or landing,
• F
itted audio and visual equipment covered
• aircraft parking areas, including service roads,
up to £500.
• ground equipment parking areas, or
• M
edical expenses cover up to £250 for you,
your driver or any passengers following an • any part of passenger terminal within the customs
accident in your car. examination area.
Earthquake, riot or civil commotion outside of
Part B: Liability to others England, Scotland, Wales, the Isle of Man or the
Your legal responsibility for: Channel Islands, radioactive contamination, war risks,
a) death or injury to other persons – UNLIMITED. pollution and contamination.
b) damage to other persons property up Exclusions under Part A: Loss and damage
to £20,000,000.
• L
oss of value after a repair, damage to tyres from
Legal fees and expenses if we provide our written braking, punctures and cuts, loss of your car by
permission. Emergency medical treatment. deception, return to legal owner, loss if left
unlocked or with the keys in the car and the cost
Part C: Foreign use of any hired alternative transport.
93 days’ cover in any one year for travelling abroad.
• Where your car is not to United Kingdom
You must give us notification of the trip. specifications and any part or accessory becomes
Part D: Injury benefits unobtainable or out of stock in the United
Kingdom, increased repair or replacement costs or
Cover is subject to age restrictions, please see the
storage of your car.
policy wording for details.
As a result of an accident involving your car:
a) Death - £7,500 for you and any passengers.
b) Loss of sight or limbs - £5,000 for you and
your family members normally living with you.
2®
Exclusions under Part B: Liability to others which might give rise to a claim during the period of
insurance, you must pay the full annual premium and
Anyone driving your car that is disqualified from
you will not be entitled to any refund.
driving or has never held a driving licence.
We and Castle Cover have the right to cancel this policy
Any loss or damage to property, legal liability, injury
at any time by sending you seven days’ notice where
or other loss directly or indirectly caused by or
there is a valid reason for doing so and will set out the
contributed to, by or arising from terrorism.
reason for cancellation in the notice. Valid reasons
Exclusions under Part C: Foreign use include but will not be limited to those listed below;
Any legal action taken against you outside the − Changes to the information detailed on your proposal,
United Kingdom, unless it is a result of using statement of insurance or statement of fact, Schedule
your car in a country for which we have agreed or Certificate of motor insurance which result in the
to extend this insurance cover. risk of providing cover to you no longer being
acceptable to us.
Exclusions under Part E: Personal − Where the circumstances of a new claim, or an
belongings incident we or Castle Cover have become aware of
Theft of personal belongings unless contained mean that we no longer wish to provide cover.
within a locked boot or glove compartment − Where a fraudulent claim has been submitted or we
while the car is unoccupied. suspect fraud on this or any other policy you have
with us.
Duration
− Where you, a person acting on your behalf, or any
This is an annually renewable policy. person covered to drive the car uses threatening,
intimidating or abusive behaviour or language
Law applicable towards our or Castle Cover staff, suppliers or agents
This Insurance is governed by English Law acting on our behalf.
Cancelling your policy − Where any person claiming cover under this policy
fails to provide us or Castle Cover with any
This section applies to your motor insurance only. reasonable information or documents (such as no
For terms relating to any additional optional covers, claims bonus) we or Castle Cover ask for. (Notice will
please refer to the appropriate section. be sent to you allowing you an opportunity to rectify
• You have 14 days from when you receive your policy the situation by providing us or Castle Cover with the
documents or the purchase date of your policy, information or documents).
whichever is later, to telephone or write to Castle − Where you or anyone acting on your behalf failed to
Cover at the address shown below if you want to take reasonable care to provide us or Castle Cover
cancel your policy. This is known as a cooling-off with accurate information when you took out,
period. If you cancel your policy and cover has not renewed or asked for changes to be made to your
started Castle Cover will refund any premium paid. If policy in circumstances where we would not be able
you cancel your policy and cover has started as long to (or have chosen not to) treat your policy as if it did
as you have not made a claim and neither you nor not exist in accordance with General condition 5, but
anyone who may be entitled to cover under this where we nevertheless no longer wish to provide
policy is aware of any circumstances having occurred cover going forwards.
which might give rise to a claim, you will be charged
a proportion of your premium to reflect the time that − Where Castle Cover is unable to collect a premium
you were covered under your policy. If any claim has payment due to insufficient funds in the account you
been made or anyone who may be entitled to cover have nominated to pay from. (Notice will be sent to
under this policy is aware of any circumstances you allowing you an opportunity to rectify the
having occurred which might give rise to a claim situation and confirming that a second attempt to
during the period of insurance, you must pay the full collect the payment will be made).
annual premium and you will not be entitled to any − Where Castle Cover is unable to collect a premium
refund. If you do not cancel your policy during the payment due to a Direct Debit Instruction being
cooling-off period, it will remain in force and you will cancelled. (Notice will be sent to you allowing you an
be required to pay the premium for the period of opportunity to rectify the situation by paying the full
insurance. outstanding premium).
• You may cancel your policy any time after the cooling- As long as you have not made a claim and neither you
off period by telephoning or writing to Castle Cover at nor anyone who may be entitled to cover under this
the address shown below. As long as you have not policy is aware of any circumstances having occurred
made a claim and neither you nor anyone who may which might give rise to a claim you will be charged a
be entitled to cover under this policy is aware of any proportion of your premium to reflect the time that you
circumstances having occurred which might give rise were covered under your policy. If any claim has been
to a claim you will be charged a proportion of your made or anyone who may be entitled to cover under
premium to reflect the time that you were covered this policy is aware of any circumstances having
under your policy. If any claim has been made or occurred which might give rise to a claim during the
anyone who may be entitled to cover under this period of insurance, you must pay the full annual
policy is aware of any circumstances having occurred premium and you will not be entitled to any refund.
3®
If you, we or Castle Cover cancel this policy you must Who to contact
either:
The most important factors in getting your complaint
- r eturn the certificate of motor insurance to Castle dealt with as quickly and efficiently as possible are:
Cover (if you originally received a paper certificate
• To be sure you are talking to the right person.
when you took the policy out);
• That you are giving them the right information.
- s end an email to Castle Cover at the following email
address enquiry@castlecover.co.uk quoting your policy If your complaint concerns the service
number and confirming that your policy has come to
an end (if you originally received a certificate of motor
at Castle Cover
insurance electronically when you took the policy out); If you wish to make a complaint about the service
or Castle Cover have provided for your motor policy
(including information or documentation we have
- send Castle Cover a printed copy of your certificate of
issued to you), please contact our Customer Relations
motor insurance which you have signed and written
Team in writing, quoting our reference number, at the
on quoting the policy number and confirming that
following address:
your policy has come to an end (if you originally
received the certificate electronically when you took Customer Relations Manager
the policy out). Deansleigh House
It is an offence under the Road Traffic Act not to return Deansleigh Road
your certificate of motor insurance or email Castle Cover Bournemouth,
to confirm that your policy has come to an end. For that Dorset
reason, Castle Cover may not send you any refund in BH7 7DU
premium that may be due until Castle Cover receives
your certificate of motor insurance or an email in the
If your complaint concerns the service
terms set out above. provided by your motor insurer
If your complaint is about the service provided by your
Making changes to your policy insurer (including complaints about service or the
If you make any changes to your policy during the amount offered in settlement of a claim), you should
period of cover, you will incur an administration contact your motor insurer as follows:
charge. Refer to your policy documents for full
details of our charges. • Ageas
If your complaint is specifically in relation to a
Non payment of premiums claim, please contact the number provided to you
If you pay by instalments and you fail to make a on your claims documentation, or please write to:
payment we will charge you a default fee and may Customer Services Adviser
cancel your policy from the date the payment was Ageas Insurance Limited
due. If we cancel your policy our cancellation charge
Ageas House
will also be payable.
Hampshire Corporate Park
You will remain liable for the difference between the Templars Way
premium you owe and the amount you have actually Eastleigh
paid. If you have made a claim against your policy Hampshire
you will be liable for the full premium. SO53 3YA
Car claim notification Or visit: www.ageas.co.uk/complaints
To make a claim, contact our claims advisers on the If you are disatisfied with the response to your
claims notification number 0845 840 0090. complaint you have a right to refer it to the Financial
Ombudsman Service.
How to complain
This section applies to any complaints relating to the Financial Services Compensation Scheme
service provided by Castle Cover and to your motor Castle Cover and Ageas are covered by the
insurance providers only. For full details on making a independent Financial Services Compensation Scheme
complaint relating to any optional product which you (FSCS). You may be entitled to compensation from the
have selected to cover under this policy, please refer to scheme in the unlikely event that Ageas Insurance
the relevant pages within this book. Limited cannot meet their financial responsibilities.
If you have cause for complaint, it is important you The FSCS will meet 90% of your claim, without any
know that Castle Cover and your insurer are committed upper limit. You can obtain further information about
to providing you with an exceptional level of service compensation scheme arrangements from the FSCS at
and customer care. Things can go wrong and there may www.fscs.org.uk or by phoning 0207 741 4100.
be occasions when you feel that you have not been
provided with the service you expected. Should this
happen, a process exists to review such matters and,
where appropriate, to put things right.
4®
Legal Expenses Policy Summary
Your policy schedule will show if you have selected this cover.
This is a summary of the cover provided under the you at the address shown on the schedule, or
Castle Cover Legal Expenses policy and does not alternative address provided by you. No refund of
include all the benefits, limits and exclusions that premium shall be made.
apply. The full terms and conditions of the cover can
be found in the motor policy booklet so please take
Making a claim
the time to read the policy document to make sure You should call 0845 840 0094 and quote “Castle
you understand the cover it provides. Cover Legal” to obtain advice and request a claim
form. Upon return of a completed claim form we will
Who provides your cover assess the claim, and if covered send details to the
This insurance policy is managed and provided by Arc adviser who will then contact you to discuss any
Legal Assistance Limited and is underwritten by Inter assistance you require (including a claim in relation
Partner Assistance SA. to a hire car or vehicle repairs).
This policy will cover How to make a complaint
The insurance covers advisers’ costs and other costs If your complaint concerns the service or the advice
and expenses as detailed under the separate sections Castle Cover has provided (including information or
of cover, up to the limit of indemnity which is documentation issued to you), please contact the
£100,000. Customer Relations team in writing, quoting your
We will appoint a solicitor to act for you that policy number, at the following address:
specialises in the relevant area of law. Customer Relations Manager
We will negotiate for: Deansleigh House
Deansleigh Road
• Uninsured losses Bournemouth
• Personal injury BH7 7DU
• Defence of motoring prosecutions
• Contract disputes
• Vehicle cloning If your complaint concerns the service provided
• Insurance database disputes by Arc Legal Assistance.
If you are unhappy with the service that has been
This policy will not cover provided, you should contact Arc at the address below.
• A ny claim reported to us more than 180 days after
Arc Legal Assistance Ltd
the incident occurred.
PO Box 8921
• Any legal costs that you pay or agree to pay before Colchester
the claim is accepted. CO4 5YD
• For claims made under contract disputes, the
Tel: 0844 770 9000
contract in dispute must have been entered into
Email: enquiries@arclegal.co.uk
after the insurance started.
• There musty be more than a 50% chance of If you are not satisfied with the final decision from
winning the case and achieving a positive outcome Castle Cover or Arc, you can write to –
Financial Ombudsman Service
Cancellation Exchange Tower
Within 14 days of starting this policy Harbour Exchange Square
You have 14 days from either the start date of the London
policy or the date you receive the policy document E14 9SR
(whichever date is later) to cancel this cover. You can
Alternatively, call 0845 080 1800 or email:
cancel by writing to Castle Cover or phoning Castle
complaint.info@financial-ombudsman.org.uk
Cover on 0800 519 10 30. Providing a claim has not
been made, a full refund of your premium will be
provided.
Cancellation after the 14 days
Cancellation can take place immediately or at a later
date by phoning Castle Cover on 0800 519 10 30. If
no claims have been made during the insured period,
Castle Cover will refund a percentage of the premium
paid in proportion to the period of insurance left
unused. If you breach the terms of this contract, your
insurer, or anyone they authorise, may cancel the
insurance by giving seven days notice in writing to
5®
Financial Services Compensation Scheme
(FSCS)
Castle Cover and your insurer are covered by the
independent Financial Services Compensation Scheme
(FSCS). You may be entitled to compensation from the
scheme in the unlikely event we cannot meet our
obligations to you. This depends on the type of
insurance and circumstances of the claim. Further
information about the compensation scheme
arrangements is available from the FSCS
(www.fscs.org.uk) or by writing to –
FSCS
10th Floor
Beaufort House
15 St Botolph Street
London
EC3A 7QU.
6®
Emergency Breakdown Policy Summary
Your policy schedule will show if you have selected this cover.
Intana Motor Assistance
This Emergency Breakdown service is provided by Intana, a trading style of Collinson Insurance Services Limited,
Sussex House, Perrymount Road, Haywards Heath, West Sussex, RH16 1DN. Our registered Head Office is located
at Cutlers Exchange, 123 Hounsditch, London, EC3A 7BU.
The Emergency Breakdown insurance is underwritten by Ageas Insurance Limited, Ageas House, Hampshire
Corporate Park, Templars Way, Eastleigh, Hampshire, SO53 3YA. Registered in England and Wales No. 354568.
Ageas Insurance Limited is authorised by the Prudential Regulation Authority and regulated by the Financial
Conduct Authority and the Prudential Regulation Authority.
This policy summary provides key information about Intana Motor Assistance which you should read. It does not
contain the full terms and conditions of the policy which can be found in the Emergency Breakdown section of
“Your Car Insurance Policy Booklet”. Your cover will be valid for one year or until you have made six claims if this
is sooner.
Intana Motor Assistance is an Assistance Insurance contract. It will assist you if your vehicle is immobilised due
to a breakdown, accident, or theft.
Features and Benefits Significant Exclusions or Limitations Policy Section
Applicable to All Sections Applicable to All Sections
We will organise and provide Your vehicle must not weigh more than 3.5 Definitions - "Vehicle"
emergency assistance as tonnes gross vehicle mass or be over 5.5
described 24 hours a day 365 metres in length, over 3 metres high or 2.3
days a year if the vehicle you metres wide.
have insured with us breaks
down. You are covered for a maximum of six
breakdowns a year.
Section 1 - Motor Recovery
(Cover under this section is also available to Motor Recovery Plus and Motor Recover Gold policies.)
Features and Benefits Significant Exclusions or Limitations Policy Section
Emergency roadside repairs Cover is limited to the contractor’s call out ASSISTANCE SERVICES
We will attend the scene of the costs and up to one hour’s roadside labour UNDER THIS POLICY
breakdown, and where possible costs. The breakdown must occur at least one - Section 1, Item 1 -
carry out emergency repairs to mile from your home. "Emergency roadside
your vehicle. Cover does not include any labour charges repairs"
incurred at the repairer’s premises or the cost
of replacement parts.
Vehicle recovery Cover applies if your vehicle cannot be ASSISTANCE SERVICES
If we cannot carry out repaired where you breakdown within one UNDER THIS POLICY
Emergency Roadside Repairs to hour of our arrival. - Section 1, Item 2 -
your vehicle, we will recover Recovery is to a single destination "Vehicle recovery"
your vehicle and anyone in it to
the nearest repairer or to your Cover does not include any labour charges
home if this is nearer. The policy incurred at the repairer’s premises, the cost of
covers the cost of this. replacement parts or any toll and sea transit
charges for the vehicle.
Territorial limits
United Kingdom of Great Britain and Northern Ireland, the Isle of Man and the Channel Islands
7®
Section 2 - Motor Recovery Plus
(Cover under this section is also available to Motor Recovery Gold policies.)
Features and Benefits Significant Exclusions or Limitations Policy Section
Doorstep Cover Cover is limited to the contractor’s call out costs ASSISTANCE SERVICES
We will attend the scene of the and up to one hour’s roadside labour costs. UNDER THIS POLICY
breakdown, and where possible Cover does not include any labour charges - Section 2, Item 1 -
carry out emergency repairs to incurred at the repairer’s premises, the cost of "Doorstep Cover"
your vehicle replacement parts or any toll and sea transit
charges for the vehicle.
Getting you to your destination Cover applies if your vehicle cannot be ASSISTANCE SERVICES
If we cannot carry out repaired on the same day as the breakdown. UNDER THIS POLICY
Emergency Roadside Repairs on You and anyone else in the vehicle must all - Section 2, Item 2 -
your vehicle, we will either go to the same destination. "Getting you to your
arrange and pay A category A vehicle will be supplied. destination"
• to transport your vehicle, or You will have to pay the hotel bill and claim
you and your passengers, or reimbursement under your policy. The most
both to the same destination you can be reimbursed for is £50 per person,
within the UK area; per night for accommodation. The most you
or can claim for the cost of your transport to the
hotel and your accommodation is £300 per
• for you to hire a vehicle for up breakdown.
to 24 hours to continue your You must send all receipts in support of your
journey within the UK area; claim.
or We will decide how best to help you.
• to transport you and your Cover does not include costs which would
passengers to a hotel – we have been incurred had the claim not
will reimburse the cost of your occurred, toll and sea transit charges for the
over night hotel vehicle or long-distance transport of the
accommodation. vehicle to a repairer, solely to claim under a
warranty scheme, when a suitable alternative
repairer is nearer to hand.
Territorial limits
United Kingdom of Great Britain and Northern Ireland, the Isle of Man and the Channel Islands
8®
Section 3 - Motor Recovery Gold
Cover under this section is available to Motor Recovery Gold policies only. Cover included under Motor
Recovery and Motor Recovery Plus is also available to Motor Recovery Gold policyholders. Cover only applies
if your Vehicle is under 10 years old.
Features and Benefits Significant Exclusions or Limitations Policy Section
Cover Prior to Departure Cover does not include any claim under this - Section 3, Item 1 -
If your vehicle breaks down section if you have purchased this policy less "Cover prior to departure"
within seven days prior to than ten days before the planned date of
departure and cannot be departure of your trip, or any claim where actual
repaired by your departure date, or imminent breakdown of your vehicle is
we will pay up to £750 for a discovered or diagnosed in the course of a
hire car for your trip abroad. service carried out less than ten days prior to
your planned date of departure. Cover also does
not include any fines, parking charges or
congestion charges arising from use of a
replacement vehicle, or the cost of fuel and oil
used in the replacement vehicle.
Emergency roadside repairs Cover is limited to the contractor’s call out costs ASSISTANCE SERVICES
We will attend the scene of the and up to one hour’s roadside labour costs. UNDER THIS POLICY
breakdown, and where possible Cover does not include any labour charges - Section 3, Item 2 -
carry out emergency repairs to incurred at the repairer’s premises or the costs "Emergency roadside
your vehicle. of replacement parts. repairs"
Vehicle recovery Cover applies if your vehicle cannot be repaired ASSISTANCE SERVICES
We will recover your vehicle and where you breakdown within one hour of our arrival. UNDER THIS POLICY
anyone in it to the nearest Cover does not include any labour charges - Section 3, Item 3 -
repairer. The policy covers the incurred at the repairer’s premises, the cost of "Vehicle Recovery"
cost of this. replacement parts, any toll and sea transit
charges for the vehicle or any costs incurred
outside the period of the trip.
Getting you to your destination Cover applies if your vehicle cannot be
We will either arrange and pay repaired on the same day as the breakdown. ASSISTANCE SERVICES
You and anyone else in the vehicle must all go UNDER THIS POLICY
• to transport you and your to the same destination, the most we will pay - Section 3, Item 4 -
passengers, to a single for any one claim for vehicle hire is £750. "Getting you to your
destination; You will have to pay the hotel bill and claim destination"
or reimbursement under your policy. The most
you can be reimbursed for is £50 per person,
• for you to hire a vehicle to
per night for accommodation. The most you
continue your journey; or
can claim for the cost of your transport to the
• to transport you and your hotel and your accommodation is £500 per
passengers to a hotel and breakdown.
reimburse the cost of your You must send all receipts in support of your
over night hotel claim.
accommodation Cover does not include repatriation of vehicle
occupants injured in an accident involving the
vehicle, or trips solely within the UK area.
We will decide how best to help you.
9®
Section 3 - Motor Recovery Gold continued
Features and Benefits Significant Exclusions or Limitations Policy Section
Vehicle Repatriation • the means of transport to be employed shall
If the vehicle cannot be and be at our discretion and subject to
availability. ASSISTANCE SERVICES
could not have been repaired by
UNDER THIS POLICY -
the intended time of your return • the maximum we will pay under this policy
Section 5 Vehicle
home, we will pay to repatriate the vehicle will be limited to its
Repatriation
current market value in the UK area.
• to transport you, with your • vehicle repatriation will only be carried out
hand luggage and valuables, when it is apparent that repairs can be
to your home address in the effected in the UK area, and when you
UK area if the vehicle cannot confirm to us that these repairs will be put in
be and could not have been hand.
repaired;
• if a replacement vehicle has been provided,
• to transport the vehicle to once the vehicle has returned to the
your home address or repairer policyholders home address within the UK
in the UK area area, it will no longer be covered irrespective
of whether the original vehicle is still in the
or
process of repatriation.
• when agreed in advance by us, • cover does not include repatriation of vehicle
we will pay the cost of one occupants injured in an accident involving
person to travel to the the vehicle, or trips solely within the UK Area.
location of the vehicle to drive
the repaired vehicle to your We will decide how best to help you.
home address in the UK area.
Replacement Parts Despatch Cover does not include the actual cost of
If the vehicle needs replacement replacement parts, forwarding charges for non-
essential replacement parts, or forwarding ASSISTANCE SERVICES
parts during a trip outside the UK
charges in excess of the market value of the UNDER THIS POLICY -
area and these are not available
vehicle. Section 6 Replacement
locally, then on receipt of your
Parts Despatch
instructions, we will pay freight
charges involved in despatching
them to the location of the
vehicle. We will pay up to £600
under this section.
Territorial limits
The European Union (other than the United Kingdom of Great Britain
and Northern Ireland, the Isle of Man and the Channel Islands), Albania, Andorra, Bosnia, Herzegovina, Croatia,
Gibraltar, Iceland, Liechtenstein, Macedonia, Monaco, Montenegro, Norway, San Marino, Serbia, Switzerland and
Turkey (West of the Bosphorus)
Significant Exclusions or Limitations Applicable to All Sections
(Please refer to General Exclusions and Conditions Applying to all sections)
Claims cannot be accepted:
• within the first 48 hours following your initial purchase of this policy;
• if you run out of oil, fuel or water;
• if your vehicle is unsafe or unroadworthy or has not been routinely serviced
The cost of vehicle storage charges, parts, fuel or repair materials, replacement of broken windows, or keys.
Recovery of a vehicle that cannot be recovered by a standard trailer or transporter. You must stay with your
vehicle until help arrives. Transport of any animal or livestock is at our discretion and your liability.
10®
Cancellation Provisions Financial Service Compensation Scheme
You may cancel your policy within 14 days of either Collinson Insurance Services Limited and Ageas
receipt of your policy documents or the inception/ Insurance Limited are covered by the Financial
renewal date of your policy (whichever is later) with a Services Compensation Scheme (FSCS). If they cannot
full refund of premium (providing no claims have meet their obligations you may be entitled to
been made). In order to cancel, please telephone the
compensation under the scheme. For this type of
Customer Services number 0800 519 10 30 or write
policy, the scheme covers at least 90% of any claims
to Customer Services, Castle Cover, Deansleigh House,
with no upper limit. More information can be
Deansleigh Road, Bournemouth BH7 7DU. You can
also cancel your policy at any other time and you will obtained from www.fscs.org.uk.
receive a partial refund of premium proportionate to
the unexpired period of your policy providing you
have not made a claim.
Making a claim
We are here to help you 24 hours a day, 365 days a
year. In the event of a breakdown in the UK, call our
Motor Assistance helpline on 0800 952 9923.
If section 3 is operative and you have a breakdown in
Europe, call our Motor Assistance helpline on
0800 952 9924.
Please refer to your schedule for operative sections.
When calling please provide the following
information:
• Policyholder’s name.
• Registration number of the vehicle.
• Make, model and colour of the vehicle.
• Nature of the breakdown and location of the
vehicle.
How to make a complaint
The full complaints procedure is shown in the policy
wording (pages 26 & 27). A copy will also be sent on
request. If you have a complaint regarding the
standard of service you have received under your
policy, you should contact the policy administrator:
In writing:
Quality Department, Intana, Sussex House, Perrymount
Road, Haywards Heath, West Sussex, RH16 1DN.
By phone: 0844 338 5799
By email: quality@intana-assist.com
If you are still dissatisfied, short of court action, you
can ask the Financial Ombudsman Service to review
your case. This must be done within six months of our
final decision. Contact details are: The Financial
Ombudsman Service, Exchange Tower, Harbour
Exchange Square, London, E14 9SR. Telephone:
0800 023 4567 (landline) or 0300 123 9123 (mobile).
www.financial-ombudsman.org.uk
11®
Excess Protect Policy Summary
Your policy schedule will show if you have selected this cover.
Introduction Cancellation right
Some important facts about your Excess Protect You may cancel your policy within 14 days of either
insurance policy are summarised below. This summary receipt of your policy documents or the inception/
does not describe all the terms and conditions of your renewal date of your policy (whichever is later) with a
policy, so please take time to read the policy full refund of premium (providing no claims have
document to make sure you understand the cover it been made). In order to cancel, please telephone the
provides. Customer Services number 0800 519 10 30 or write
This insurance is administered by Direct Group to Customer Services, Castle Cover, Deansleigh House,
Limited with UK General Insurance Limited on behalf Deansleigh Road, Bournemouth BH7 7DU.
of Ageas Insurance Limited. You can also cancel your policy at any other time and
Ageas Insurance Limited is authorised by the you will receive a partial refund of premium
Financial Conduct Authority and regulated by the proportionate to the unexpired period of your policy
Financial Conduct Authority and the Prudential providing you have not made a claim.
Regulation Authority – please refer to the policy The insurer shall not be bound to accept renewal of
wording for full authorisation details. any insurance and may at any time cancel any
This policy will run concurrently with your motor insurance document by giving 14 days’ notice in
insurance policy for a maximum of 12 months. If you writing where there is a valid reason for doing so.
arranged this policy after the start date of your motor A cancellation letter will be sent to you at your last
insurance policy cover will be provided from the date known address. Valid reasons may include but are not
you bought it and will end on expiry of your motor limited to:
insurance policy. • Non-payment of premium
What is covered • Threatening and abusive behaviour
This cover provides reimbursement of your excess up • Non-compliance with policy terms and conditions
to the sum insured following an insured incident
during the period of insurance where no recovery can Provided the premium has been paid in full you will be
be made from a third party. entitled to a proportionate refund of premium in
respect of the unexpired period showing on the
This policy will pay out the lesser of;
insurance.
• your excess; or
• £500. Please refer to the ‘Cancellation’ section of the policy
Up to two claims in any one period of insurance. wording for full details.
What is not covered
Like all insurances of this type there are some
exclusions. Please refer to the policy wording for a
full and detailed list of the exclusions that apply to
this policy. These are the main ones:
• Any claim for windscreen or glass damage.
• Any excess which is recoverable from a Third Party
• Any claim which has occurred within a country which
is not covered by your motor insurance policy.
Making a claim
Please read your policy document to check that the
cause of the claim is covered.
1. Contact 0845 840 0092 as soon as possible.
2. You will be provided with a list of the documents
or evidence that is required.
12®
How to make a complaint Financial Services Compensation Scheme
At Castle Cover, we strive to provide the highest Ageas Insurance Limited is covered by the independent
standard of service to you at all times. However, we Financial Services Compensation Scheme (FSCS). You
recognise that things can go wrong occasionally and, may be entitled to compensation from the scheme, if
when this happens we are committed to sorting this Ageas Insurance Limited cannot meet its obligations.
out quickly. This depends on the type of business and the
If you have a complaint about the way in which your circumstances of the claim. Most insurance contracts
policy was sold to you, please contact the Customer are covered for 90% of the claim with no upper limit.
Relations team in writing at the following address: You can get more information about compensation
scheme arrangements from the FSCS or visit
Customer Relations Manager www.fscs.org.uk.
Deansleigh House
Deansleigh Road Data Protection
Bournemouth Please note that any information provided to us will
Dorset be processed by us and our agents in compliance with
BH7 7DU the provisions of the Data Protection Act 1998, for the
If you have any questions or concerns about the purpose of providing insurance and handling claims, if
handling of a claim you should contact: any, which may necessitate providing such
Direct Group Limited information to third parties. We may also send the
Customer Relations Team information in confidence for processing to other
PO Box 1193 companies acting on their instructions including
Doncaster those located outside the European Economic Area.
SN1 4TW Governing Law
customer.relations@directgroup.co.uk. Unless some other law is agreed in writing, this policy
Telephone: 0845 850 0092 is governed by English law. If there is a dispute, it will
Please ensure your claim number is quoted in all only be dealt with in the courts of England or of the
correspondence to assist a quick and efficient response country within the United Kingdom in which your
The above complaints procedure is in addition to your main residence is situated.
statutory rights as a consumer. For further information
about your statutory rights contact your local authority
Trading Standards Service or Citizens Advice Bureau.
If it is not possible to reach an agreement, you have
the right to make an appeal to the Financial
Ombudsman Service. This also applies if you are
insured in a business capacity and have an annual
turnover of less than €2 million and fewer than ten
staff. You may contact the Financial Ombudsman
Service at: Financial Ombudsman Service, Exchange
Tower, Harbour Exchange Square, London, E14 9SR.
Tel: 0845 080 1800.
Website: www.financial-ombudsman.org.uk.
13®
Substitute Vehicle Policy Summary
Your policy schedule will show if you have selected this cover.
Introduction 2. Cancellation of your substitute vehicle policy after
the 14 day period.
This summary of insurance does not include all the
benefits, limits and exclusions of the policy. Full terms If you want to cancel your substitute vehicle policy
and conditions can be found in the policy booklet so after the 14 days, you may do so by phoning Castle
please take the time to read the policy document to Cover on 0800 519 10 30 or writing to Castle Cover,
make sure you understand the cover it provides. Deansleigh House, Deansleigh Road, Bournemouth
BH7 7DU. If no claims have been made during the
This is a Substitute Vehicle insurance policy which is
insured period, Castle Cover will refund a percentage
underwritten by Ageas Insurance Limited and is
of the premium paid in proportion to the period of
designed to run concurrently with your motor
insurance left unused.
insurance policy.
Please refer to your policy booklet for full information
All claims are managed by Ageas Services (UK)
regarding the cancellation procedure.
Limited.
What is covered Making a claim
If you need to make a claim for a substitute vehicle
This insurance provides you with a substitute vehicle
due to an insured incident then please call Ageas
within the geographical limits following an insured
Services (UK) Limited on 0845 840 0091. Lines are
incident occurring during the period of insurance. You
open 8am – 9.30pm Monday to Friday.
will be provided with the substitute vehicle for up to
14 days. How to make a complaint
Definition of substitute vehicle If your complaint concerns the service or the advice
Castle Cover has provided (including information or
The substitute vehicle will, where possible, be of a
documentation issued to you), please contact the
similar engine size to the insured vehicle but will be
Customer Relations team in writing, quoting your
subject to a maximum engine size of 1600cc.
policy number, at the following address:
What is not covered Customer Relations Manager
The policy does not cover: Deansleigh House
• m
ore than two claims in any one period of Deansleigh Road
insurance. Bournemouth
BH7 7DU
• a ny claim where the insured vehicle has been
stolen or has suffered damage from attempted If you have a complaint regarding your claim, please
theft, malicious damage or vandalism, which you telephone Ageas Services (UK) Limited on
have not reported to the police. 0845 840 0091. Alternatively you can write to Ageas
Services (UK) Limited at the address below. (please
• any further hire charges due after;
include claim number if appropriate).
- the first 14 days of hire; or
Customer Services Advisor
- after the date on which the insured vehicle is Ageas Services (UK) Limited
repaired or replaced under the terms of your Ageas House
motor insurance policy; or Hampshire Corporate Park
- the seventh day since receiving the first Templars Way
settlement offer from your insurer. Eastleigh
Whichever is earliest. Hampshire
SO53 3YA
Cancellation right
If the differences with you cannot be resolved, you
1. C
ancellation of your substitute vehicle policy
may refer your complaint to the Financial
within 14 days of starting the policy.
Ombudsman Service.
You have 14 days from the start date of this
substitute vehicle policy or the date you receive your
substitute vehicle policy documents (whichever is the
later) to cancel the cover and receive a full refund of
premium subject to no claims being made. You can
cancel by phoning Castle Cover on 0800 519 10 30.
14®
You can contact the Financial Ombudsman Service at
the address below. However they will only consider
your complaint once you have tried to resolve it
with us.
Exchange Tower
Harbour Exchange Square
London
E14 9SR
Telephone: 0800 023 4567
www.financial-ombudsman.org.uk
Using this complaints procedure will not affect your
legal rights.
Financial Services Compensation Scheme
If the insurer cannot meet its liabilities under this
substitute vehicle policy, you may be entitled to
compensation under the independent financial
services compensation scheme (FSCS). For this type of
policy the scheme covers at least 90% of any claim
with no upper limit.
You can get more information from the Financial
Services Compensation Scheme at www.fscs.org.uk or
by calling 0207 741 4100.
Ageas Insurance Limited is authorised by the
Prudential Regulation Authority and regulated by the
Financial Conduct Authority and the Prudential
Regulation Authority. Ageas Services (UK) Limited is
regulated by the Ministry of Justice in respect of
regulated claims management activities. Authorisation
number – CRM30633. Registered address for both is
Ageas House, Hampshire Corporate Park, Templars Way,
Eastleigh, Hampshire SO53 3YA. Registered number
for Ageas Insurance Limited is 354568 England and
Wales and for Ageas Services (UK) Limited is
00179136 England and Wales.
15®
Key Cover Policy Summary
Introduction valid receipts or tickets.
Some important facts about your Key Cover insurance • Any car hire not arranged via AXA Assistance.
policy are summarised below. This summary does not • Any claim for replacing locks when only parts need
describe all the terms and conditions of your policy, changing.
so please take time to read your full policy wording • Any claim for damage to locks by wear and tear,
to make sure you understand the cover it provides. mechanical or electrical breakdown, cleaning,
This policy will run concurrently with your Castle repairing, restoring or anything which happens
Cover motor insurance policy for a maximum of 12 gradually.
months. If you arranged this policy after the start date Cancellation Right
of your motor insurance policy, cover will be provided
You will have 14 days from the date of purchase or
from the date you bought it and will end on the
receiving the policy document to cancel this policy
expiry date of your motor insurance policy.
with a full refund of premium (providing no claims
Insurer: This policy is underwritten by Inter Partner have been made). In order to cancel please telephone
Assistance SA who are a wholly owned subsidiary of the Customer Services number on
AXA Assistance SA. 0800 519 10 30 or write to Customer Services, Castle
Significant features and benefits Cover, Deansleigh House, Deansleigh Road,
Cover Bournemouth BH7 7DU and you will receive a partial
refund of premium proportionate to the unexpired
This policy provides reimbursement of up to £1,500 period of your policy providing You have not made a
(including VAT) towards lock and key replacement and claim.
onward transportation in the event of lost or stolen
vehicle (including reprogramming or alarms and Your insurer may cancel this policy by giving you at
immobilisers), home and office (including security least fourteen days written notice at your last known
safe) keys. address for the following reasons;
In addition, the following benefits also apply within • if you fail to make payment of premiums;
the policy limit: • if you refuse to allow us reasonable access to your
(property /vehicle etc) in order to provide the
• Up to £75.00 per day (including VAT) for vehicle
services you have requested under this policy or if
hire, for up to 3 days if you are stranded more than
you fail to co-operate with our representatives;
20 miles from home due to theft or loss of keys.
Alternatively, public transport or taxi fares can be • you make or try to make a fraudulent claim under
reimbursed. your policy;
• Gaining access to your vehicle, home or office in the • you are abusive or threatening towards our staff;
event your keys are locked in or broken in the lock. • you repeatedly or seriously break the terms of this
If necessary, reimbursement will be provided for a policy or;
replacement lock or key. • if you otherwise cease to comply with the terms and
Claims line – A 24 hour, seven days a week service is conditions of this policy in any significant respect.
provided.
Making a Claim
Significant Exclusions or Limitations Within 48 hours of the incident please telephone:
The policy does not cover: AXA Assistance on 0800 519 1211 quoting scheme
• Costs incurred where you have not notified AXA code 04 605 33 and your key fob reference number.
Assistance within 48 hours of the incident. How to make a complaint
• Any claim for theft or loss of keys which is not At Castle Cover, we strive to provide the highest
reported to the police within 48 hours of the standard of service to you at all times. However, we
incident and a crime reference or lost property recognise that things can go wrong occasionally and,
number obtained. when this happens we are committed to sorting this
• Any claim for keys not attached to the key fob out quickly.
received with this insurance.
If you wish to make a complaint about the service
• Any claims for public transport or taxi fares with no Castle Cover has provided, please contact the
16®
Customer Relations team in writing at the following Financial Services Compensation Scheme
address:
Inter Partner Assistance is covered by the
Customer Relations Manager independent Financial Services Compensation
Deansleigh House Scheme (FSCS). You may be entitled to compensation
Deansleigh Road from the scheme, if they cannot meet their
Bournemouth obligations. This depends on the type of business and
Dorset the circumstances of the claim. Most insurance
BH7 7DU contracts are covered for 90% of the claim with no
If your complaint concerns the service provided by upper limit. You can get more information about
your insurer compensation scheme arrangements from the FSCS
or visit www.fscs.org.uk
It is the intention to give you the best possible
service but if you do have an enquiry or complaint
about your insurance please contact the
administrators at:
Customer Services
Direct Group Limited
Direct House
4 Sidings Court
Doncaster
DN4 5NU
Or telephone 0800 519 1211.
A representative will make sure the matter is
investigated straight away. Please quote the policy
number, which appears on your schedule in all
correspondence so that you will be given an efficient
response. Calls will be recorded for training,
compliance and claims purposes.
If your complaint cannot be resolved or if, for any
reason, you are dissatisfied with the final response
you receive from Castle Cover or your insurer, you
should write within six months of the final response
to:
Financial Ombudsman Service
Exchange Tower
Harbour Exchange Square
London
E14 9SR
Alternatively call 0845 080 1800 or email complaint.
info@financial-ombudsman.org.uk
Data Protection
Details of you, your insurance cover and claims will
be held by us for underwriting, processing, claims
handling and fraud prevention, subject to the
provisions of the Data Protection Act 1998.
The Data Protection Act 1998 gives you the right to a
copy of your personal data held by us upon payment
of a fee.
17Castle Cover is a trading name of Ageas Retail Limited. Registered office: Ageas House, Hampshire Corporate Park, Templars Way, Eastleigh, Hampshire, SO53 3YA. Registered in England and Wales 1324965. Ageas Retail Limited is authorised and regulated by the Financial Conduct Authority. FCA registered number: 312468. Insurance provided by Ageas Retail Limited is not available in the Channel Islands. Ageas Retail Limited is a member of the DMA and a sister company of Ageas Insurance Limited. www.castlecover.co.uk M-PSUM Nov 14
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