Private Car - Adrian Flux · 2017-01-09 · Private Car Gold from Aviva (or Club Gold) Gold, the...

Repairs for your vehicle

A like for like hire car

Compensation for injury

Recovery of other losses, such as loss of earnings

Relax. We’ve got you coveredPlease read and keep it safe

Your accidentcard isinside

ImportantPlease report all accidents to us immediately on 0800 678 999so we can tell you what to do next and help resolve any claim

Private CarPolicy

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Accident card

We recommend you carry this card with you in your purse or wallet for use if you are involved in an incident covered by your insurance.

Get back on the road, fast. Please report all accidents to us immediately so we can tell you what to do next and help resolve any claim.

0800 678 999(Lines open 24 hours a day, 7 days a week)Calls may be recorded and/or monitored.

Your Accident Card

Our driver is insured by AVIVA, the UK’s largest insurer.

Please call us to discuss your accident.

0800 678 999(Lines open 24 hours a day, 7 days a week)Calls may be recorded and/or monitored.

Third Party Accident Card

Clubline from Aviva

Important

• Please report all accidents to us immediately on 0800 678 999 so we can tell you what to do next and help resolve any claim

24 hour assistance, 365 days a year:

• Following an accident/emergency

• To make a claim

• For windscreen breakage/damage

• For Breakdown Assistance (Gold policyholders only)

For our joint protection telephone calls may be recorded and/or monitored

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1Private Car Policy

Introducing PrivateCar from Aviva

Thank you for choosing PrivateCar from Aviva, the motorinsurance policy that gives you allyou need – and the option of thatlittle bit more!

You now have the reassurance ofknowing that you are protected by the UK’s largest insurer.

An insurer who looks after youwhen you need it. An insurer who helps when you are out thereby the roadside... and after theevent, with fast settlement of your claim.

With Aviva, you are in safe hands.

Customers with Disabilities

This policy is also available in largeprint, audio and Braille. If yourequire any of these formats pleasecontact your insurance advisor.

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Page(s)

Welcome to Private Car . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3

Enjoy automatic membership to club benefits

Why Clubline is good for you

If you need to claim

Key benefits

Private Car Gold/Club Section . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .6

Contract of Insurance . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .7

Definitions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .9

Policy Cover Index . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .11

Cover for your Vehicle . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .12

Liability to Third Parties . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .16

Additional Covers . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .18

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

General Conditions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .26

Complaints Procedure . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .28

Financial Services Compensation Scheme . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .29

Pages 12 to 17 include important information affecting your policy and your policy wording.

Contents


Welcome to Private Car and automatic membership of our exclusive club benefits.

Welcome to Private Car from Aviva.This policy forms part of your legalcontract with us and defines exactlywhat you are covered against. Pleaserefer to your schedule for confirmationof the level of cover you have chosen.Choosing Private Car from Aviva, givesyou automatic membership to ourClub Insurance service and access tothe exclusive Clubline claims service;0800 678999.

Clubline is a freephone number, offeringhelp and assistance in the UnitedKingdom, Channel Islands and the Isle of Man and operating 24 hours a day,365 days of the year.

It is designed to ensure any motoringproblems you encounter are resolvedswiftly and smoothly, keeping yourmotoring life as stress free as possible.

Simply phone the Clubline and a ClubPersonal Incident Manager will recorddetails of the incident you describe. They will be able to confirm:

Whether your policy covers you for theincident

– Please report all accidents to usimmediately on 0800 678 999 sowe can tell you what to do next andhelp resolve any claim

If you need to claim

Why Clubline is good for you– immediate claim reporting also

allows us to manage our costswhich helps keep premiums down

– If you receive any contact fromanother party in relation to yourclaim please re-direct this to us andwe will handle it on your behalf

Any excess that you will have to pay

All the steps involved in the process ofmaking a claim.

You will be sent a statement of fact and contacted by your Personal IncidentManager to confirm the details that you have already provided to Clubline.

All you need to do is add any relevantinformation, check and sign it.

It’s never been easier!

Next…

3Welcome to Private Car


Welcome to Private Car Continued

If you are involved in an accident, phoneClubline and if the incident is covered wewill arrange for:

Your vehicle to be recovered

A safe passage home or completion ofyour journey for you and your passengers

Your Personal Incident Manager to talkyou through the claims process.

If the incident is not covered under yourpolicy we can still arrange to assist you.However, a charge will be made.

If you have selected Club Gold Insurancefrom Aviva (outlined in the next section)and you require Breakdown Assistance,again call the Clubline and we willarrange for RAC to be with you as soonas possible.

When telephoning Clubline, please try tohave your policy number ready (as shownon your policy schedule). This will enableyour Club Personal Incident Manager tofind your policy records quickly andprovide the level of service that youexpect. For our joint protection, calls may be recorded and/or monitored.

The practicalities

Important

Please ask your insurance adviser for our‘Driving on the Continent’ booklet whichcontains information on driving abroadand what to do in the event of anaccident abroad.

Key benefits

Full Courtesy Car – Car for 14 days inevent of total loss

Uninsured Driver Promise – No loss ofNCD and policy excess refundedfollowing an accident that is the faultof an uninsured driver

Recovery of your vehicle to your homeor any UK destination if you are takenseriously ill and cannot continue your journey

Child Seats – Replacement cover up to£100 per child seat in the event of anaccident or loss

Use our select repairer service and wewill book your car into an approvedrepairer, provide you with a courtesycar for the duration of the repair andguarantee the repairs for three years

Replacement locks if keys are stolen

No claims discount (NCD) up to 70 percent, with Protected NCD,offered subject to criteria

Choice of Social, Domestic andPleasure (SD&P), SD&P andCommuting, SD&P and Business use

Free breakdown recovery whilstdriving in the EU (other than GreatBritain, Northern Ireland, The ChannelIslands and The Isle of Man, unless‘Gold’ cover is selected)

Customers have access to our MotorClubline – a 24-hour emergencyclaims and legal helpline

Ability to identify and appoint theapproved repairer best suited to yourrequirements and location

Fast authorisation for repairs

One-call to report all claim types andprovide scene of the accident advice

Unlimited audio equipment cover onmanufacturer fitted systems.

Optional Extras

Gold

Club Assist

Enhanced courtesy car

Physiofast

These optional extras are availableseparately, or can be purchased as part of the packages below

Family package

Executive package

Prestige package.


Prestige Package

Prestige Courtesy Car

You are entitled to a Small Premium car,which provides a C Class Mercedes orsimilar. This includes air conditioning,electric windows and a CD player

Executive Package

Executive Courtesy Car

You are entitled to a Class G car. This is a2.5L Toyota Previa or similar. This includeselectric windows and a CD player

Family Package

Enhanced Courtesy Car

You are entitled to a Class D car, whichprovides a 1.6 Vauxhall Astra or similar.This includes power steering and roomto seat five people

Gold

As part of the Gold package you areentitled to enhanced level of cover, thesecan be found overleaf or for full detailswithin section 15

Gold


Gold


Physiofast

You are entitled to free physiotherapycover up to £400 with an approvedphysiotherapist we appoint following anaccident, Please refer to your policybooklet for full detail

Physiofast

This cover is not included within thispackage but can be purchased separately

Physiofast


Club Assist

You have RAC legal expenses cover thatprovides a lawyer or other suitablyqualified person appointed by us to acton behalf of an insured person for:

a) Cost and expenses

All reasonable and necessary legal costscharged by the appointed representativeand agreed by us

b) Legal costs which an insured person hasbeen ordered to pay a court or bodywhich we have agreed or authorised

Full details can be found in your Club Assist

policy booklet enclosed within your pack.

Club Assist

You have RAC legal expenses cover thatprovides a lawyer or other suitablyqualified person appointed by us to acton behalf of an insured person for:

a) Cost and expenses

All reasonable and necessary legal costscharged by the appointed representativeand agreed by us

b) Legal costs which an insured person hasbeen ordered to pay a court or bodywhich we have agreed or authorised

Full details can be found in your Club Assist

policy booklet enclosed within your pack.

Club Assist


All the listed add-ons can be purchased separately as bespoke add-ons. Packages are available to Comprehensive policies only.

5Welcome to Private Car contined


Private Car Gold from Aviva(or Club Gold)

Gold, the same great service but with higher and more extensive levelsof cover.

Private Car Gold from Aviva, also knownas Club Gold, goes even further,providing extra benefits to give you totalmotoring confidence. You will have thesecurity of extensive cover, whether onthe road or at home, in the event ofbreakdown, accident or theft, supportedby an award winning claims servicefocused on restoring your enjoyment of car ownership.

It’s no fun being stranded when the car suddenly breaks down, especiallywhen you have passengers with you.Club Gold gives you the reassurance of:

Roadside assistance

At-home assistance

Full Breakdown and Rescuecover, provided by RAC

The option that gives you a whole lot more

And if you breakdown away from home,Club Gold provides a choice of:

Free courtesy car

Overnight accommodation for driverand passengers

Onward transportation of the car plus driver and passengers

Onward transportation may beprovided if the driver should fall ill

Refund of the cost of public transportto enable the driver and passengers to complete their journey.

If the policyholder is travelling in anyother car, you are covered for bothroadside and home assistance

Increased Personal Accident cover of £5,000 for you and your partner

Increased Medical Expenses cover of£300 in respect of each person insured

Increased Personal Effects cover of£200 per incident.

Personal Cover


Contract of Insurance

This policy is a contract of insurancebetween you, the policyholder and us, Aviva.

This policy, the application or anystatement of facts, any clauses endorsedon the policy, the schedule, the certificateof motor insurance and any changeshighlighted in your renewal notice formthe contract of insurance between youand us.

In return for you paying your premium,we will provide the cover shown in theschedule for any accident, injury, loss ordamage that happens within theterritorial limits during the period ofinsurance.

The law of England and Wales will applyto this contract unless:

1. You and the Insurer agree otherwise; or

2. At the date of the contract you are aresident of (or, in the case of a business,the registered office or principal placeof business is situated in) Scotland,Northern Ireland, Channel Islands or theIsle of Man, in which case (in theabsence of agreement to the contrary)the law of that country will apply.

Choice of Law

Please tell us immediately you becomeaware of:

any changes to your circumstanceswhich may affect this insurance or;

any other facts noted within theStatement of Fact and your Scheduleissued by us – for example, a change tothe people to be insured, motoringconvictions for any of the people to beinsured, a change of vehicle, any vehiclemodifications, conversion or a changein the way that the vehicle is used.

You have a statutory right to cancel yourpolicy within 14 days from the day ofpurchase of the contract or the day onwhich you receive your policydocumentation, whichever is the later.

If you wish to do so and the insurance coverhas not yet commenced, you will be entitledto a full refund of the premium paid.

Changes we need to know about

Cancellation rights

Alternatively, if you wish to do so and theinsurance cover has already commenced,you will be entitled to a refund of thepremium paid, subject to a deduction forthe time for which you have been covered.This will be calculated on a pro-rata basisfor the period in which you received cover.

To exercise your right to cancel your policy,please contact your insurance adviser atthe address shown on your schedule.

You should also return your certificate ofmotor insurance immediately followingcancellation.

If you do not exercise your right to cancelyour policy, it will continue in force andyou will be required to pay the premium.

For your cancellation rights outside thestatutory cooling off period, please referto the General Conditions section of thisbooklet.

If you have purchased additional coveroptions with this policy, a refund may notbe available on those additional covers ifthey are subsequently removed after thestatutory cancellation period.

Additional Covers - Refund ofPremiums

7Private Car Gold (or Club Gold) from Aviva and Contract of Insurance


Contract of Insurance Continued

We reserve the right to apply anadministration charge of up to £10(subject to Insurance Premium Tax whereapplicable) for any adjustments you maketo your policy.

Unless otherwise agreed, the contractualterms and conditions and other informationrelating to this contract will be in English.

For our joint protection telephone callsmay be recorded and/or monitored.

Telephone Call Recording

Administration charge

Use of Language


Definitions

Wherever the following wordsor phrases appear, they will have the meanings described below.

AccessoriesParts of your car which are notdirectly related to how it works as acar. This includes spare parts, audioequipment, multi-media equipment,communication equipment, personalcomputers, satellite navigation andradar detection systems providingthey are permanently fitted to yourcar and have no independent powersource.

Approved RepairerA facility approved by us for therepair, damage assessment and/orstorage of your car.

Certificate of motor insuranceThe current document that proves youhave the motor insurance you need bylaw. The certificate shows who candrive your car, and what you can useit for and whether you are allowed todrive other cars. It is proof that youcan use your car on a road or other

Loss of any LimbSeverance at or above the wrist orankle, or the total and permanent lossof use of a hand, arm, foot or leg.

Market valueThe cost of replacing your car with oneof the same make, model, specificationand condition.

Period of insuranceThe period of time covered by thispolicy, as shown in the schedule, or untilcancelled. Each renewal represents thestart of a new period of insurance.

Personal belongingsPersonal property within your carincluding portable audio equipment,multi-media equipment,communication equipment, personalcomputers, satellite navigation andradar detection systems notpermanently fitted to your car.

ScheduleThe document which gives details ofthe cover you have.

public place, as required by the Road Traffic Acts.

The certificate does not show thecover you have.

ClauseChanges in the terms of your policy.These are shown in your policy schedule.

ExcessThe amount you will have to paytowards any claim.

FireFire, self ignition, lightning andexplosion.

Green CardA document required by certain non-EUcountries to provide proof that youhave the minimum insurance coverrequired by law to drive in thatcountry.

Ignition KeysAny key, device or code used by youto secure, gain access to, and enableyour car to be started and driven.

9Contract of Insurance Continued and Definitions


Territorial limitsGreat Britain, Northern Ireland, theChannel Islands and the Isle of Man, the Republic of Ireland, Andorra,Austria, Belgium, Bulgaria, Croatia,Cyprus, the Czech Republic, Denmark,Estonia, Finland, France (includingMonaco), Germany, Gibraltar, Greece,Hungary, Iceland, Italy (including San Marino and the Vatican City),Latvia, Lithuania, Luxembourg, Malta,the Netherlands, Norway, Poland,Portugal, Romania, Slovakia, Slovenia,Spain, Sweden and Switzerland(including Liechtenstein).

TheftTheft, attempted theft or taking yourcar without consent.

The insured/you/policyholderThe person or persons described asthe insured in the policy schedule.

The insurer/we/us/the companyAviva Insurance UK Limitedexcept where otherwise shown forany policy section.

Your carAny vehicle described in the scheduleand any other vehicle for whichdetails have been supplied to us and acertificate of motor insurance bearingthe registration mark of that vehiclehas been delivered to you andremains effective. Any vehicle loanedto you or a permitted driver shown onyour certificate of motor insurance bya supplier we have nominatedfollowing a claim under the policy.

Any vehicle loaned to you or apermitted driver shown on yourcertificate of motor insurance for up to seven days by a garage, motor engineer or vehicle repairerwhile the motor vehicle described on your policy schedule is being eitherserviced, repaired or having an MOT test.

Your partnerThe husband or wife of thepolicyholder, or the policyholder’sdomestic or civil partner living at thesame address as the policyholder andsharing financial responsibilities. Thisdoes not include any business partnersor associates.

Definitions Continued


Policy Cover Index

Cover ComprehensiveThird Party

Fire andTheft

ThirdParty Only

Page No.

Section 1Loss of or damage to your car – if your car is lost, stolenor damaged

� Fire and

Theft Only� 12

Section 2Liability to third parties – covering other people and theirproperty

� � � 16

Section 3 Injury to you or your partner � � � 18

Section 4 Medical expenses and emergency treatment � � � 18

Section 5 PhysiofastWhere shown in

schedule� � 18

Section 6 Rugs Clothing and Personal effects � � � 18

Section 7 Child Seat Cover � Fire and

Theft Only� 18

Section 8 Payments made under compulsory insurance regulations � � � 19

Section 9 Emergency Treatment �

ExcludingVehicle

Recovery

ExcludingVehicle

Recovery19

Section 10 No-claim discount � � � 19

Section 11 Glass in windscreens, sunroofs and windows � � � 19

Section 12 Suspending cover � � � 19

Section 13Continental use and compulsory insurance requirements –minimum insurance while driving on the continent

� � � 20

Section 14 Replacement Locks � Fire and

Theft Only� 20

Section 15 Gold Club BenefitsWhere shown on

schedule� � 21

Section 16 Continental Breakdown and Accident Recovery � � � 22

11Definitions Continued and Policy Cover Index


Cover for your Vehicle

If your car is lost, stolen or damaged,we will:

• Pay for your car to be repaired; or

• Replace your car; or

• Pay you a cash amount equal tothe loss or damage.

We may decide to use suitable partsor accessories not supplied by theoriginal manufacturer.

The same cover also applies to:

• Accessories

• Spare parts

relating to your car while these are inor on your car or while in yourprivate garage.

The most we will pay will be themarket value of your car at the timeof the loss.

Section 1Loss or Damage to Your Car

If we know that you are still paying foryour car under a hire purchase orleasing agreement we may pay anyclaim to the owner described in thatagreement. Our liability will then end.

Within the territorial limits we canarrange for the protection and removalof your car to the nearest repairers. Inthe event of an accident please ring ourClubline and we will arrange for thefollowing at no additional cost:

• Someone to come out and help. Ifyour car cannot be made roadworthyimmediately it will be taken to ournearest approved repairer

• Your car can be taken to a repairerof your choice if this is nearer, butthis may lead to delays in arrangingthe repairs to your car

• Transport for you and yourpassengers home or for thecompletion of your car journey

Accident recovery

• The onward transmission of anymessages on your behalf

• Delivering the car back to youraddress in Great Britain, NorthernIreland, the Channel Islands and theIsle of Man after the repairs havebeen carried out.

In providing accident recoveryassistance we will use our reasonablecare and skill when providing theservice. We can, however, cancelservices or refuse to provide them if, inour opinion, the demands made areexcessive, unreasonable or impractical.

Courtesy cars are supplied to reduce your inconvenience and where possibleensure you remain mobile throughout theduration of your claim. It is not intendedto be an exact replacement for your ownvehicle. All courtesy vehicles with havecomprehensive cover under your existingpolicy for the period of the loan,regardless of what level of cover you have

Courtesy car and hire car

Important

Please report all accidents to us immediately on 0800 678 999 so we can tell you what to do next and help resolve any claim


requested for your car. (Please note that acourtesy car cannot be provided until yourclaim has been accepted and cover hasbeen confirmed).

The table on page 15 tells you what typeof courtesy car you will receive accordingto your policy cover and situation. Thisshould be read in conjunction with theImportant Information.

• A standard courtesy car is a Class Avehicle, which are small hatchbackcars, similar to a Nissan Micra

• An enhanced courtesy car is a Class Dvehicle, which are 5 door cars with anengine size of 1.6 litre, with room to seat5 people, similar to a Vauxhall Astra

• An executive courtesy car is a Class Gvehicle, which are large family cars,similar to a Vauxhall Omega

• A prestige courtesy car is a Class W2vehicle, which are more business stylevehicles, similar to a Mercedes C class

• If your vehicle is immobile orunroadworthy we aim to provide acourtesy or hire car within one workingday (however, if an incident occursduring a weekend it may not be possibleto provide a courtesy car until thefollowing Monday)

Important information

• In order to avoid undue delays, pleaseadvise us during the early stages of your claim if an automatic transmissioncourtesy car is required. Automaticcourtesy cars can be supplied, providingthe car being repaired is an automatic

We will replace your car with a new carof the same make and specification (ifone is available in the UK) if, within 12 months of you or your partnerbuying the car from new:

• the cost of repairing any damageclaim covered by the policy is morethan 60% of the car’s list price(including car tax and VAT) whenyou bought the car; or

• your car is stolen and not recovered.

We will only replace your car if:

• you or your partner own the car orare buying it under a hire-purchaseagreement (not a leasing, contract-hire agreement, or other type ofagreement where ownership of thecar does not pass to you) and theFinancing Company agrees; and

• you or your partner are the firstregistered keeper of the car or youor your partner are the secondregistered keepers of the car, if your

New car replacement

car has been pre registered in thename of the manufacturer orsupplying dealer, providing at thetime of purchase by you or yourpartner, the mileage of the car wasless than 250 miles.

• Cars sold as ‘ex demonstrators’ and‘nearly new’ do not qualify forreplacement under this section.

Exceptions to Section 1 of your policyWe will not pay for

(a) Loss of use, wear and tear, depreciation.

(b) Mechanical, electrical or electronicfailure breakdown or breakage.

(c) and equipment failure or malfunction.

(d) Loss or damage arising from theftwhilst the ignition keys have been leftin or on your car.

(e) Damage to tyres by braking or bypunctures, cuts or bursts.

(f) Loss or damage directly occasioned bypressure waves caused by aircraft orother aerial devices travelling at sonic orsupersonic speed.

(g) Loss of value following repair.

(h) Confiscation or requisition or destructionby or under order of any Governmentor Public or Local Authority.

Important


13Cover for Your Vehicle Continued


If your car is lost, stolen or damagedyou are responsible for paying theexcess shown on your schedule, nomatter how the loss or damagehappened.The excesses shown below will applyas well as any other excess fordamage claims, while the persondriving your car is :

Excess amounta aged 20 or under £300b aged 21 to 24 £200

If you are only claiming for loss of or damage to the glass in your car’swindscreen, sunroof or windows, or for any scratching of the bodyworkarising solely from the breakage ofglass, the excesses set out above willnot apply. You will, however, have topay the first £75 of the cost of glassreplacement. This excess for glass:

Excesses• will not apply when the glass is

repaired rather than replaced

• overrides any other general excess that would otherwise apply to glass claims.

If the driver of your car is involved inan accident caused by an uninsuredmotorist, we will refund the cost ofany excess you have had to pay. Youmust provide:

• The vehicle registration and themake/model of the car; and

• the driver’s details.

This promise only applies where thedriver of your car was not at fault forthe accident.

Uninsured Driver Promise

Important


Cover for Your Vehicle Continued


What cover have I got?

• Standard courtesy car oncomprehensive policies

• Standard courtesy car on Third Party, Fire and Theft policies

What is my situation?

• My car is being repaired by an Aviva Approved Repairer

• My car is being repaired by a repairer of my choice

• My car cannot be repaired or has been stolen

• My car has been stolen or has been set on fire

What am I entitled to?

• The Approved Repairer will provide you with a Class A courtesy car for the duration of repairs

• No courtesy car will be provided if anApproved Repairer is not used

• Your claims handler will arrange for aClass A hire car for up to 14 days, orup until a settlement offer has beenagreed (whichever is earliest)

• Your claims handler will arrange for aClass A hire car, for up to 14 days, orup until a settlement offer has beenagreed (whichever is earliest)

Upgraded Courtesy CarsIf you have chosen to upgrade your courtesy car cover you will be entitled to have your courtesy car for the same duration as thosestipulated in the table above, however dependant upon cover chosen your courtesy car will be;

Courtesy Car Option Vehicle class & type

Enhanced Courtesy Car You will be entitled to a Class D courtesy car

Executive Courtesy Car You will be entitled to a Class G courtesy car

Prestige Courtesy Car You will be entitled to a Class W2 courtesy car

15Cover for Your Vehicle Continued

Important



Liability to Third Parties

We will insure you for all amountswhich you may have to pay as a result of you being legally liable for

(a) a person’s death or injury

(b) damage to their property up to amaximum amount of £20,000,000(excluding claimant’s costs andexpenses and any other costs andexpenses) and up to £5,000,000 for claimant’s costs and expensesand any other costs and expensesincurred with our written consentin relation to damage to theirproperty as a result of an accidentcaused by:

• your car

• any other car driven by you, withthe owner’s express consent, inthe Territorial Limits as long as allof the following apply:

– that car does not belong to you

– that car is not hired to youunder a hire purchaseagreement

Section 2Your liability

– you are aged 25 or over at thecommencement, or renewal, ofthe policy

– you have comprehensive cover

– the policy is not in the name of acompany or partnership

– your Aviva certificate of motorinsurance shows that you areinsured to drive that car

– the vehicle has not been seizedby, or on behalf of anygovernment or public authorityand is not the vehicle identifiedon your certificate by itsregistration number.

• any trailer while it is beingtowed by your car.

On the same basis that we insure youunder this section, we will also insurethe following persons:

• any person you give permission todrive your car provided that yourcertificate of motor insuranceallows that person to drive

Liability of other personsdriving or using your car

• any person you give permission touse (but not drive) your car, butonly whilst using it for social,domestic and pleasure purposes

• any passenger travelling or gettinginto or out of your car.

• the employer or business partnerof the person using any car forwhich cover is provided under thissection while the car is being usedfor business purposes permittedunder the policy, except that weshall not be liable where:

– the vehicle belongs to or is hiredby such employer or businesspartner

– the insured is a corporate body or firm.

If anyone who is insured under thissection dies, his or her legal personalrepresentatives will have the coverthe insured person would have hadunder this section.

Legal personalrepresentatives

Important



We will pay the following legal costsif they relate to an incident which iscovered under this section:

• The fees of solicitors we ask torepresent anyone we insure underthis section at a coroner’s inquestor fatal accident inquiry, or todefend any proceedings in a court of summary jurisdiction.

• Fees for legal representatives we ask to defend anyone we insure under this section whenproceedings are taken formanslaughter or reckless ordangerous driving.

Exceptions to Section 2 of your policy

The cover under this section will notapply in the following circumstances.

1. If any person insured under thissection does not keep to the terms,exceptions and conditions of thispolicy. The cover will also not apply ifthe insured person can claim underanother policy.

2. If the death of, or injury to, anyemployee of the insured person arises out of, or in the course of, that employee’s duties, unless we must provide cover under the RoadTraffic Acts.

Legal costs3. For anyone we insure who claims

under this section, if the claim relatesto loss or damage to property thatbelongs to them or is in their care.

4. If the damage being claimed for hashappened to any vehicle covered bythis section.

5. While any vehicle is being used on:

– part of an aerodrome or airport usedfor aircraft taking off and landing;

– aircraft parking areas includingservice roads;

– ground equipment parking areas; or

– any parts of passenger terminalswithin the Customs examinationarea;

unless we are liable under the RoadTraffic Acts.

6. Except to the extent that we areobliged by the Road Traffic Acts toprovide insurance to;

(a) any direct or indirect consequenceof an act or acts of terrorism,whether or not such consequencehas been contributed to by anyother cause. Terrorism includes but is not limited to:

• the use or threat of forceand/or violence and/or

• harm or damage to life or toproperty (or the threat of suchharm or damage) including butnot limited to harm or damageby nuclear, chemical, biologicaland/or radiological means;

when any such act is committed by any person(s) or group(s) of persons inwhole or in part for political, religious,ideological or similar purposes, or isclaimed to be committed in whole or in part for such purposes:

• Any action taken in controlling,preventing, suppressing or in anyother way relating to (a) above.

In respect of terrorism, where we areobliged by the Road Traffic Acts to provideinsurance, the maximum amount we willpay for damage to property as a result of any accident or accidents caused by avehicle or vehicles driven or used by you or any other person, and for which cover is provided under this section, will be:

• £5,000,000 in respect of allclaims resulting directly orindirectly from one originatingcause; or

• such greater sum as may in the circumstances be required to meet the minimum insurancerequirements of the Road Traffic Acts.

17Liability to Third Parties continued

Important



Additional Covers

If you or your partner suffer accidentalbodily injury in direct connection withyour car or while getting into, out ofor travelling in any other private car,not belonging to you or hired to youunder a hire purchase agreement, wewill pay to the injured person £2,500 if,within three months of the accident,the injury is the sole cause of:

• death

• irrecoverable loss of sight in one or both eyes

• loss of any limb.

The most we will pay any one personafter any accident is £2,500.

The most we will pay any one personduring any one period of insurance is £5,000.

If you or your spouse/domestic partnerhave any other policies with us inrespect of any other car or cars theinjured person will only be able toobtain compensation for their injuriesunder one policy.


This personal accident insurance does not cover:

1. corporate bodies or firms.

2. death or bodily injury arising fromsuicide or attempted suicide.

Section 3Injury to you or to yourpartner

If you, or any other person in your car,are injured as a direct result of yourcar being involved in an accident, wewill pay the medical expenses arisingin connection with that accident. Themost we will pay for each injuredperson is £100.

The cover and service under thisheading only applies if it is shown onyour policy schedule.

Treatment from a charteredphysiotherapist we have appointedwho believes treatment will help yourrecovery. The most we will pay foreach injured person is £400.

A driver confidence session of 2 hours(including travelling time) with aprofessional driving instructor wehave appointed for the person drivingyour car at the time of the accident.


– We will only cover treatment approvedand provided by a charteredphysiotherapist we appoint under thissection of the policy.

– Physiotherapy will end once thephysiotherapist believes any furthertreatments will not benefit you or ifthe limit under this section has beenreached, whichever happens first.

– We will only cover a driver confidencesession with an approved instructor weappoint under this section of the policy.

Section 5PhysioFast

Section 4Medical expenses

– Driver confidence is limited to onesession per accident.

_ The person driving must be entitled todrive as shown on your currentcertificate of Motor Insurance.

We will pay you (or, at your request,the owner) for loss or damage topersonal belongings caused by fire,theft or accidental means whilst theyare in or on your car.

The maximum amount payable for anyone incident is £150 subject to youmaking a claim under section 1 of yourpolicy.


We will not pay for:

1. money, stamps, tickets, documents or securities

2. goods or samples carried in connectionwith any trade or business.

3. any rugs, clothing and personal effectsif your vehicle is a motor caravan.

If you have a child seat fitted in your carand your car is involved in an accident ordamaged following fire or theft we willcontribute up to £100 per child seattowards the cost of a replacement evenif there is no apparent damage, subjectto you making a claim under Section I ofyour policy.

Section 7Child seat cover

Section 6Personal Belongings


If the law of any country in which thispolicy operates requires us to settle a claim which, if this law had notexisted we would not be obliged topay, we reserve the right to recoversuch payments from you or from theperson who incurred the liability.

We will reimburse any person usingyour car for payments made underthe Road Traffic Acts for emergencymedical treatment.

Vehicle Recovery – (only available to customers withComprehensive Cover)If you or any named driver as shown onyour certificate of motor insurance aretaken seriously ill requiring treatmentfrom a qualified medical practitionerand cannot continue your/their journeythe following recovery service isavailable for your car as described onyour certificate of motor insurance:

Transportation of your car to yourhome or single address anywhere inGreat Britain, Isle of Man and theChannel Islands. You will be requiredto produce a medical certificate priorto the provision of this service.

Section 9Emergency treatment

Section 8Payments made undercompulsory insuranceregulations and rights of recovery

What is not covered:

• Any incident which occurs outsideGreat Britain, Isle of Man and theChannel Islands

• Any incident where your car iswithin a quarter of a mile of yourhome address or place where yourcar is usually kept

• Any incident where your car isdisabled, has suffered mechanicalor electrical breakdown or failure,or is unroadworthy

• Any incident where illness isdirectly caused by or due to theeffects of alcohol and or drugs

A claim solely under this section willnot affect your No Claim Discount.

If no claim is made under your policy, wewill increase your no claim discountwhen you renew your policy in line withthe scale we apply at that time. Wherethe accident was not your fault and thedriver was uninsured, you will not loseyour no claim discount.

If your renewal is due andinvestigations are still on-going, youmay lose your no claim discounttemporarily. Once our investigation iscomplete and we have confirmed thatthe accident was the fault of theuninsured driver, we will restore yourno claim discount and refund anyextra premium you have paid.

Where you have made a claim, wemay reduce your no claim discount inline with the scale that we apply atthat time.

Section 10No Claim Discount

We do not grant no claim discount forpolicies running for less than 12months. If we allow you to transferthis policy to another person, any noclaim discount you have alreadyearned will not apply to the person towhom the policy is being transferred.

We will pay for the replacement orrepair of the glass in your car’swindscreen, sunroof or windows if itis lost or damaged or the bodywork ofyour car suffers scratching arisingsolely from the breakage of glass.

You must telephone our Claims Helplinebefore any work is carried out. We willdirect you to an approved repairer.

Your no claim discount will not beaffected by making a claim under thissection.

If you inform us that your car will be outof use for a continuous period of 28days or more, and this is not the resultof any loss or damage covered by thispolicy, all cover provided by this policywill be of no effect other than loss ordamage to your car, provided your car iskept in a locked private garage.

We may refund part of your premiumfor the laid-up period; we will pay thisrefund when you ask for the cover tostart again.

Section 12Suspending cover

Section 11Glass in windscreens, sunroofs or windows

19Additional Covers continued


Additional Covers continued

A refund is not allowable under a policy

• where the total period of cover isless than 12 months, or

• your certificate of motor insurance isnot returned to us.

The cover is not available if your car is aMotor Caravan.


We will not pay for

(a) Loss of use, wear and tear, depreciation.

(b) Mechanical, electrical or electronicfailure breakdown or breakage.

(c) Computer and equipment failure ormalfunction.

(d) Loss or damage arising from theftwhilst the ignition keys have been leftin or on your car.

(e) Damage to tyres by braking or bypunctures, cuts or bursts.

(f) Loss or damage directly occasioned bypressure waves caused by aircraft orother aerial devices travelling at sonicor supersonic speed.

(g) Loss of value following repair.

(h) Confiscation or requisition or destructionby or under order of any Governmentor Public or Local Authority.

In compliance with EU Directives thispolicy provides, as a minimum, thenecessary cover to comply with the lawson compulsory insurance of motorvehicles in:

Section 13Continental use/compulsoryinsurance requirements

• any country which is a member ofthe European Union

• any country which the Commissionof the European Communities issatisfied has made arrangements tomeet the requirements of Article7(2) of EC Directive 72/166/EECrelating to civil liabilities arisingfrom the use of a motor vehicle.

In addition to this minimum cover, thepolicy provides the cover shown in theschedule in any country in theterritorial limits, subject to:

• your car being normally kept inGreat Britain, Northern Ireland, theChannel Islands or the Isle of Man

• use of your car for visits tocountries outside Great Britain,Northern Ireland, the ChannelIslands and the Isle of Man being ofa temporary nature, not exceedingthree months in any one trip.

Cover includes:• transit by sea, air or rail in or

between countries within theterritorial limits

• reimbursement of any customs dutyyou may have to pay aftertemporarily importing your car intoany country within the territoriallimits, subject to your liabilityarising as a direct result of a claimcovered under this policy

• general Average contributions,Salvage charges and Sue and Labourcharges whilst your car is beingtransported by sea between anycountries within the territorial limits,provided that your car is covered forloss or damage under this policy.

If you take your car abroadAll countries within the territoriallimits have agreed that a Green Card is not necessary for cross border travel.Your certificate of motor insuranceshould, therefore, provide sufficientevidence that you are complying withthe laws on the compulsory insuranceof motor vehicles in any of thesecountries that you visit.

If, however, you contact yourinsurance adviser at least two weeksbefore departure, he/she will be ableto provide you with our ‘Driving onthe Continent’ booklet. This bookletcontains useful information on drivingabroad, what to do and who tocontact in the event of an accidentand statements in the main Europeanlanguages for presentation to thepolice or other officials confirmingthat you have proper insurance todrive in their countries.

There is no cover for countries outsidethe territorial limits. We may,however, be prepared to extend coverto certain places by special request, in which case we will provide youwith a Green Card and an additionalpremium will be required.

If your ignition keys are lost or stolenwe will pay the cost of replacing the:

• affected locks

• lock transmitter and central lockinginterface

Section 14Replacement locks


• affected parts of the alarm and/orimmobiliser

provided that you can establish to oursatisfaction that the identity orgaraging address of your car is knownto any person who is in possession ofyour ignition keys.

In the event of any claim under thissection, the courtesy and hire carbenefits under Section 1 areapplicable.

Your no claim discount will not beaffected by making a claim under thissection.

This section operates if you haveselected Comprehensive Gold cover as indicated in your policy schedule.

Hire car, overnight accommodationIf your car has been disabled throughan accident covered under Section 1 ofthis policy in Great Britain, NorthernIreland, the Channel Islands or the Isleof Man, RAC may, at its discretion,offer you or any person permitted todrive as described under ‘5 – Personsor Classes of Persons entitled to drive’in the certificate of motor insuranceeither:

• a hire car of up to 1600cc for 24 hours subject to the hirer’s termsand conditions. This free period ofhire must commence within 48hours after your car was damagedand excludes fuel costs, parkingfees and fines; or

Section 15Gold Club Benefits

• overnight accommodation for the passengers and driver up to a maximum of £150 in total. Thisdoes not include, however, the costof providing meals or drinks; or

• a refund of the cost of publictransport for the driver and up to seven passengers to reach theend of their journey subject to amaximum of £150. You will need to produce receipts in order toclaim for this.

If your car has been stolen and notrecovered arrangements will be madeto provide alternative transport up toa total value of £150 in order tocomplete the journey.

Increased personal accident cover foryou and your spouse/domestic partnerThe payment indicated under Section 3of this policy in the event of death,irrecoverable loss of sight in one orboth eyes or the loss of a limb, isincreased to £5,000 for any one person.

The most we will pay any one personduring any one period of insurance isincreased to £10,000.

All other terms and exceptionsapplicable to Section 3 continue to apply.

Increased rugs, clothing and personaleffects coverThe maximum amount payable forany one incident under Section 6 of this policy is increased to £200.


Increased medical expenses coverThe amount payable under Section 4of this policy if you or any otheroccupant of your car is injured as adirect result of your car being involvedin an accident is increased to £300 inrespect of each person injured.


Breakdown assistanceCover under this section is providedby RAC Motoring Services and/or RACInsurance Limited. Cover is provided inGreat Britain, Northern Ireland, theChannel Islands and the Isle of Manfor you or any person permitted todrive as described under ‘5 – Personsor Classes of Persons entitled to drive’in the certificate of motor insurance.

If your car, or a trailer/caravan beingtowed by it, breaks down, ring theClubline and RAC will arrange for thefollowing at no additional cost:

Your car• someone to come out and help.

If your car cannot be repairedimmediately it will be taken to anearby garage or a closer one ofyour choice where you can arrangefor repairs to be made

• assistance if your car will not startwhile parked at home. If your carcannot be repaired immediately itwill be taken to your local garage.

If your car needs to be towed it mustdisplay a valid road tax disc.

21Additional Covers continued



In addition, RAC will arrange for one of the following options, at noadditional cost, if your car breaksdown away from home and cannot be repaired within a reasonable time:

• onward transportation for thedriver, your car, up to sevenpassengers and any caravan/trailer on tow at the time, to thedestination of the driver’s choice, in one non-stop journey. Thisfacility may also be provided if thedriver falls ill and there are nopassengers who can drive thevehicle so that the journey cannotbe completed. In thesecircumstances it will be at thediscretion of RAC whether thisservice is offered. Some form ofmedical certification will berequired; or

• a hire car of up to 1600cc for 24 hours subject to the hirer’s terms and conditions to enable you to complete your journey. This excludes fuel costs, parkingfees and fines; or

• overnight accommodation for the passengers and driver up to a maximum of £150 in total. Thisdoes not include, however, the costof providing meals or drinks; or

• a refund of the cost of publictransport for the driver and up to four passengers to reach the end of their journey subject to a maximum of £150 in order tocomplete the journey.

Any private carThe following cover is provided inGreat Britain, Northern Ireland, theChannel Islands and the Isle of Manthrough RAC for any private car youare travelling in as the policyholder,either as the driver or as a passenger:

• someone to come out and help. If the vehicle cannot be repairedimmediately it will be taken to anearby garage where repairs canbe carried out.

• assistance if the vehicle you areintending to travel in will not startwhile parked at its normal residence.


Breakdown assistance will not cover:

• the cost of any ferry crossings or toll charges

• the recovery of any car if it is stuck inwater, a bog, a ditch or on a beach orif it has been overturned unless thisforms part of your insurance claim

• the repair or recovery of any car if itbreaks down at the premises of amotor trader

• the cost of spares, petrol, oil, keys orother materials and garage labour

• the carriage of any livestock whichrequire special transportation facilities

• any vehicle which:

– is over 5.5m in body length

– is a caravan or trailer over 7 metres inbody length

– weighs more than 3.5 tonnes (grossvehicle mass)

– is carrying a dangerous or illegal load

– cannot be recovered by normaltrailers or transporters.

In providing breakdown assistance RACemployees and contractors will usereasonable care and skill when providingthe service. RAC can, however, cancelservices or refuse to provide them if, in their opinion the demands made areexcessive, unreasonable or impracticable.

If you have Standard Comprehensivecover, as indicated in your policyschedule, you also qualify forcontinental breakdown and accident recovery.

No breakdown cover or accidentrecovery applies whatsoever if youhave Third Party Fire and Theft orThird Party Only cover.

If you have Comprehensive Goldcover, as indicated in your policyschedule, you can also enjoybreakdown cover in Great Britain,Northern Ireland, the Channel Islandsand the Isle of Man.

This section provides breakdown cover and accident recovery for theterritorial limits of the policy excludingGreat Britain, Northern Ireland, theChannel Islands and the Isle of Man,although the breakdown service willbe provided if you are on route to orfrom a port immediately prior to or

Section 16Continental breakdown andaccident recovery


subsequent to travelling abroad. Cover is provided in the specificinstances below by RAC MotoringServices and/or RAC Insurance Limitedand is subject to an overall limit of£2,500.

RAC will arrange for the following:

(a) If your car breaks down, or

(b) Is disabled as a result of an accidentcovered under Section 1 of yourpolicy whilst being driven by you orany person permitted to drive asdescribed under ‘Persons or Classesof Persons entitled to drive’ in thecertificate of motor insurance.

Whilst you are in the UK:

• a self-drive hire car, includingcollision damage waiver and areplacement Green Card ifnecessary up to a value of £750, if:

– as a result of a road accident,fire or theft within seven daysbefore your departure, yourvehicle cannot be repaired orrecovered (in the case of theft)in time for the journey; or

– your vehicle breaks down on theway to the port you are leavingfrom and RAC confirms that itcannot be repaired the same day.

Please note that any hiredvehicle provided in the UKcannot be taken abroad. Onceyou are abroad the cover statedunder section ‘Whilst you areabroad’ will be provided.

Whilst you are abroad:

• emergency roadside assistance up to a maximum of £175 (notincluding the cost of any parts). If your car cannot be repairedimmediately it will be taken to a nearby garage. In the event of a breakdown we will pay either:

– a contribution towards labourcharges if it is possible to repairyour vehicle to enable you tocontinue your journey on thesame day, or

– inspection fees to confirm yourvehicle cannot be repaired byyour return travel date.

• onward transportation, if your car cannot be repaired within 12 hours, we will provide you witha replacement car to enable youwith up to 14 days self-drive carhire (including collision damagewaiver, delivery charge and GreenCard if required), or we will pay forstandard/second class rail, or both, so that you and up to 7 passengers are able to continueyour journey or return home.

Any hired vehicle cannot be broughtinto the United Kingdom, as we willarrange for a second hire vehicle,costs for which are limited to £250,to get you home once you return tothe United Kingdom. RAC will useits best endeavours to find a car ofsimilar, but not exact, specificationas your own car to ensure that you can carry the same number ofpassengers and amount of luggage.

• a replacement driver, if a registereddoctor declares the only qualifieddriver is medically unfit to drive andthere are no passengers who canlegally drive the car to complete thejourney. In these circumstances itwill be at the discretion of RACwhether a replacement driver isprovided, to enable you to reachyour destination or return home.

• repatriation of the car to your homeaddress or your nominated repairerin Great Britain, Northern Ireland,the Channel Islands or the Isle ofMan, if your car cannot be repairedbefore the end of your holidayperiod, subject to the cost of therepatriation not exceeding themarket value of your car.

• emergency repairs to make yourvehicle secure again if thewindows, windscreen or locks ofyour vehicle have been damagedby somebody trying to break intoit. In this instance you must obtaina police report.

• passing an urgent message from ourcontrol centre to your relatives or aclose business colleague if yourvehicle cannot be moved as it has broken down or been in anaccident, damaged by fire or stolen.

• if your vehicle cannot bereasonably repaired as a result offire or theft which has happenedabroad during the journey and ithas to be scrapped under Customssupervision in the country where it is situated, or it has been stolen

23Additional Covers Continued


abroad during the journey and has not been found, we will payindemnity against Continental or Irish Customs claims for anyliability for duty claimed. This doesnot include any import duties thatdo not relate to your vehicle.

Whilst you are abroad RAC may, at its discretion, offer you or anypermitted driver:

• overnight accommodation expensesfor the driver and passengers up to £35 per person per day, subject to an overall maximum of £560 in total. This does not include,however, the cost of meals or drinks.

• If you are intending to camp butyour tent is stolen or accidentallydamaged so that you cannot use it,we will pay up to £35 per personeach day towards accommodationexpenses to a total of £560 or, incertain circumstances, authorise thecost of a replacement tent. This doesnot include any damage to yourtent caused by weather conditions,or any cost if your tent was stolenand you do not get a police report.

If we have agreed to an extension of the territorial limits and you havebeen issued with an internationalmotor insurance card (Green Card)the breakdown cover outlined aboveis extended to apply to thesecountries, but only for the periodshown in the Green Card.

In providing breakdown assistanceRAC employees and contractors willuse reasonable care and skill when

providing the service. RAC can,however, cancel services or refuse toprovide them if, in their opinion thedemands made are excessive,unreasonable or impractical.

We will provide emergency assistanceby one of our contractors in the eventof vehicle breakdown, accident, fire ortheft, or when the only qualifieddriver is unfit to drive. This coverapplies in any country within theterritorial limits or any other countrywhere we have agreed to anextension of cover and have issuedyou with a Green Card.

Every effort is made to ensure aquality service is provided in EasternEuropean countries but this may notnecessarily be of the same standard as in Western Europe. The situationvaries from country to country buttime delays may occur, telephones are sometimes not available, garagefacilities may be inadequate, spareparts are often not available, etc. Youshould also be aware that unleadedfuel may not be widely available.

Remember: Always carry all vehicle and insurance documentation whendriving and never leave it in anunattended vehicle.

If you are unfortunate enough torequire Breakdown and/or AccidentAssistance, please use these telephonenumbers:

Telephone Numbers

Calls from outside the UK:

(00 44) 161 866 4114

Calls from within the UK:

0800 678 999

Once your details have been taken,one of our Personal Incident Managerswill ring you back, if possible, and explain the appropriate action for your circumstances.


Continental breakdown and accidentrecovery will not cover:

• the cost of any ferry crossings or toll charges

• the cost of recovery of your car if it isstuck in water, a bog, a ditch or on abeach or if it has been overturnedunless this forms part of yourinsurance claim

• the cost of spares or parts, petrol, oil, keys or other materials and garage labour

• any vehicle that cannot be recoveredby normal trailers or transporters

• breakdown due to lack of oil or water,frost damage, rust or corrosion, orunserviceable/unroadworthy tyres.

• the transportation of any vehicle ortrailer that contains horses or livestock

• the cost of any self-drive car hirecollection charges

• any cost arising from an incident notreported to our control centre

• the cost of any meals or any otherextra hotel costs

• any vehicle which is carrying adangerous or illegal load.



General Exceptions

Your policy does not cover the following:1. Any accident, injury, loss or damage

while any vehicle that is insured underthis policy is being:(a) Used otherwise than for the

purposes described under the‘Limitations as to use’ section ofyour certificate of motor insurance

(b) Driven by any person other thananyone who is described under thesection of your certificate of motorinsurance headed ‘Persons orClasses of Persons entitled to drive’. We will not withdraw this cover:i. while your car is in the custody

or control of a member of themotor trade for the purposes ofmaintenance or repair, or whileyour car is being parked by an employee of a hotel orrestaurant or car parking service

ii. if the injury, loss or damage wascaused as a result of your carbeing stolen or having beentaken without your permission

iii. by reason of the person drivingnot having a driving licence, ifyou had no knowledge of suchdeficiency.

(c) Any vehicle driven by you, unless youhold a licence to drive the insuredvehicle or have held a licence andare not disqualified from holding orobtaining such a licence.

(d) Driven by anyone else with yourgeneral consent who, to yourknowledge, does not have a licenceto drive your car, has never heldone or is disqualified from holdingor obtaining such a licence.

2. Any liability you have accepted in anagreement which you would not havehad if that agreement did not exist.

3. (a) Loss or destruction of, or damage to, any property or associated loss or expense, or any other loss; or

(b) Any legal liability, that is directly or indirectly causedby, contributed to by or arising from:i. ionising radiations or

contamination by radioactivityfrom any irradiated nuclear fuelor from any nuclear waste fromthe combustion of nuclear fuel

ii. the radioactive, toxic explosive orother hazardous properties ofany explosive nuclear assemblyor nuclear component thereof.

4. Any consequence whatsoever resultingdirectly or indirectly from or inconnection with any of the followingregardless of any other contributorycause or event:(a) War, invasion, act of foreign

enemy, hostilities or a warlikeoperation or operations (whetherwar be declared or not), civil war,

rebellion, revolution, insurrection,civil commotion assuming theproportions of or amounting to anuprising, military or usurped power

(b) Any action taken in controlling,preventing, suppressing or in any wayrelating to (a) above except so far asis necessary to meet the requirementsof the Road Traffic Acts.

5. Any accident, injury, loss or damage(except under Section 2) arising duringor as a result of:(a) An earthquake(b) A riot or civil commotion that

happens outside Great Britain, the Isle of Man or the ChannelIslands except where such liability is required to be covered by theRoad Traffic Acts.

6. Any accident, injury, loss or damage ifyour vehicle is registered outside GreatBritain, Northern Ireland, the Isle ofMan or the Channel Islands.

7. A seat occupied by a child would fallfor replacement when:• the repairs include the renewal (not

solely repair) of cosmetic or structuralpanels of the vehicle, excluding frompanels such as superficial grill panelsand cover panels OR

• where the airbag(s) have deployedor the seat belts require replacementdue to accident impact.

25Additional Covers continued and General Exceptions


General Conditions

1. You must report any accident, injury,loss or damage to us as soon as possibleso we can tell you what to do next andhelp resolve any claim.

If you receive any contact from anotherparty in relation to your claim, pleasere-direct this to us and we will manageit on your behalf.

You or your legal personalrepresentatives must also let us knowimmediately if anyone insured under thispolicy is to be prosecuted as a result ofthe incident or if there is to be aninquest or a fatal accident inquiry.

2. You, or anyone else claiming under thispolicy, must not admit to any claim,promise any payment or refuse anyclaim without our written consent. If wewant to, we can take over and conductin your name, or the name of theperson claiming under the policy, thedefence or settlement of any claim ortake proceedings for our own benefit torecover any payment we have madeunder this policy. We shall have fulldiscretion in the conduct of anyproceedings or the settlement of any claim. The person who is seeking

Claims procedurepayment under this policy shall give usall the information and assistancenecessary for us to achieve a settlement.

3. You must tell the police immediately ifany property is lost, stolen or damaged.

4. Following the expiry of your statutorycooling off period, you continue tohave the right to cancel your policy atany time during its term. If you do so,you will be entitled to a refund of thepremium paid, subject to a deductionfor the time for which you have beencovered. This will be calculated on apro-rata basis for the period forwhich you received cover and therewill also be an additional charge ofup to £10 (subject to InsurancePremium Tax, where applicable) tocover the administrative cost ofproviding the policy.

For motor insurance policies youshould also return your certificate ofmotor insurance immediatelyfollowing cancellation.

We (or any agent we appoint andwho acts with our specific authority)may cancel this policy by sending

Cancelling this policy

7 days notice to your last knownaddress. You will be entitled to arefund of the premium paid subject to a deduction for the time for whichyou have been covered.

If you do not pay the premium (or anypart of the premium under the paymentoption you have chosen), by the duedate, we may cancel this policy witheffect from the end of the last periodfor which a payment has been made orfrom the start date if the initial paymentis not made in full. If we cancel yourinsurance for this reason, we will alsomake a cancellation charge of up to£10 (subject to Insurance Premium Taxwhere applicable).

5. If at the time of any claim arising underthis policy there is any other insurancepolicy covering the same loss, damageor liability, we will only pay our share of the claim. This condition does notapply to personal accident benefitsunder Section 3, which will be paid as indicated under that section. Thisprovision will not place any obligationupon us to accept any liability under

Other insurance


Section 2 which we would otherwisebe entitled to exclude under Exception1. to Section 2.

6. You shall at all times take allreasonable steps to safeguard your car from loss or damage. You shallmaintain your car in efficient conditionand we shall have, at all times, freeaccess to examine your car.

7. Except for claims under Section 3,where we have accepted a claim and there is disagreement over theamount to be paid, the dispute mustbe referred to an arbitrator to beagreed between you and us inaccordance with the law at the time.When this happens, a decision mustbe made before you can take anylegal action against us.

8. Our provision of insurance under thispolicy is conditional upon you observingand fulfiling the terms, provisions,conditions and clauses of this policy.

9. If any claim is in any way fraudulent or if you or anyone acting on yourbehalf has used any fraudulent means,

Fraud

Your duty to comply withpolicy conditions

Your duty to prevent loss or damage

Arbitration

including inflating or exaggerating theclaim or submitting forged or falsifieddocuments, all benefit under this policyshall be forfeited.

10. If you are paying monthly premiums,you must pay the first two monthlypremiums by the date the insurancestarts or the policy will not be valid. Youmust then pay one monthly premiumon the same day of each month,starting in month two and ending inmonth eleven. When the policy isrenewed, you must pay one monthlypremium on the same day of eachmonth, starting in month one andending in month twelve.

We will provide you with one month’scover for each monthly premium you pay.

If you do not pay a monthly premiumon the date it is due, this will give us theright to cancel this policy from the datethe premium was due to be paid. If wecancel your insurance for this reason,we will also make a cancellation chargeof up to £10 (subject to InsurancePremium Tax where applicable).

11. We reserve the right to establish the mileage on your car at any timewhere your policy has been rated on aselected annual mileage basis. Wherethe annual mileage has been exceededyour premium will be increased to thatwhich applies to the mileage driven. If we become aware that the annualmileage has been exceeded at the

Mileage

Monthly premiums

time of a claim the additional premiumwill be deducted from the claimpayment. The higher premium willapply from the commencement of the period of insurance.

12. If you receive a contribution as part ofa car sharing arrangement involvingthe use of any car insured under thispolicy for carrying passengers forsocial or similar purposes, we will notconsider this to be carrying passengersfor hire or reward provided:

• the vehicle is not constructed oradapted to carry more than eightpassengers (excluding the driver)

• the passengers are not being carried in the course of a business of carrying passengers

• the total contributions received for the journey concerned do not involve an element of profit.

13. If your car is used under a car sharingarrangement and there is any doubtas to whether this arrangement iscovered by the terms of your policyyou should immediately contact us for confirmation.

Car sharing and insurance

Important

27General Conditions Continued


Complaints Procedure

Our goal is to give excellent service to all our customers but we recognise thatthings do go wrong occasionally. We takeall complaints we receive seriously andaim to resolve all our customers’ problemspromptly. To ensure that we provide thekind of service you expect we welcomeyour feedback. We will record andanalyse your comments to make sure wecontinually improve the service we offer.

• We will acknowledge your complaintwithin 2 working days of receipt

• We aim to resolve complaints,following assessment and investigationas quickly as possible.

Most of our customers’ concerns can beresolved quickly but occasionally moredetailed enquiries are needed. If this islikely, we will contact you with an updatewithin 10 working days of receipt andgive you an expected date of response.

What will happen if you complain

Our Promise of Service

Seek resolution by your insurance advisoror usual Aviva point of contact

If you are dissatisfied with any aspect ofthe handling of your insurance we wouldencourage you, in the first instance, toseek resolution by contacting yourinsurance advisor or usual Aviva point ofcontact. You can write or telephone us,whichever suits you, and ask your contactto review the problem.

If you remain unhappy with the decisionyou receive, you may write to the ChiefExecutive UK Insurance, Aviva, PO Box 6,8 Surrey Street, Norwich NR1 3NS.

If you are dissatisfied with our finaldecision (from the Chief ExecutiveOfficer), you can refer the matter to theFinancial Ombudsman Service (FOS).

Full contact details of both our ChiefExecutive and the FOS will be providedwhen we write in response to yourcomplaint.

What to do should you be dissatisfied

Whilst we are bound by the decision of the FOS, you are not. Following thecomplaints procedure does not affectyour right to take legal action.


29Complaints Procedure and Financial Services Compensation Scheme

Financial Services Compensation Scheme

We are members of the Financial ServicesCompensation Scheme (FSCS). You may beentitled to compensation from this schemeif we cannot meet our obligations,depending on the type of insurance andthe circumstances of your claim.

Further information about the scheme isavailable from the FSCS websitewww.fscs.org.uk, or write to FinancialServices Compensation Scheme, 7th floorLloyds Chambers, Portsoken Street,London, E1 8BN.

BCOTR1265_81903_POB.qxp:BCOTR1265_81903_POB 4/12/09 11:26 Page IBC3

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.

BCOTR1265 (V28) 12.2009

Been involved in an accident?

Please report all accidents to us immediately on 0800 678 999 so wecan tell you what to do next and help resolve any claim

If you receive any contact from another party in relation to your claim,please re-direct this to us and we will handle it on your behalf

BCOTR1265_81903_POB.qxp:BCOTR1265_81903_POB 4/12/09 11:26 Page OBC4

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