RentersInsuranceCombined Product DisclosureStatement & Financial Services Guide

Issued xx December 2017

Issued 22 Dec 2017

2

Welcome to HuddleProduct Disclosure Statement (PDS)

It’s very important that you comply with:

• your ‘Duty of Disclosure’ (see page 27); • and the terms of your policy

If you do not, we may refuse to pay your claim or reduce the amount we pay you. By law, we may also cancel your policy.

This PDS is issued by the insurer, The Hollard Insurance Company Pty Ltd, ABN 78 090 584 473, AFSL No. 241436. Hollard has sole responsibility for the PDS and the insurance cover provided under this policy including the assessment and payment of claims.

This document contains details of your insurance cover, your responsibilities, the claims process and how and when to get in touch with us.

This PDS uses words that have special meaning. For the definitions of these words, refer to pages 37.

You can download this PDS from huddle.com.au or you can call us on 1300 777 200 and we will send you a free copy.

When we agree to enter into your policy we will issue you with a Certificate of Insurance.

Your Certificate of Insurance gives you specific, detailed information about your policy and may vary the standard terms and conditions of the PDS depending on your specific circumstances.

Carefully read this PDS and Certificate of Insurance together to understand the cover, your obligations, and to compare and consider whether this product is right for you. By entering into your policy, you confirm that you have read, or will read, the PDS and Certificate of Insurance when provided to you.

Keep these documents in a safe place for future reference.

14 day cooling-off period If you decide that this policy is not for you and you have not made a claim, you may cancel this policy within 14 days of it starting (the cooling-off period also applies to each renewal).

If you cancel within the cooling-off period, we will refund any premiums you have paid for the policy, less any government levies, taxes or duties that we cannot recover. Even after this cooling-off period ends, you may still cancel your policy – see page 33.

3

Before you buy this policy.....................................................................................4Cover explained......................................................................................................6Insured Events.......................................................................................................11Additional Benefits...............................................................................................14Optional Benefits..................................................................................................18Legal liability.........................................................................................................20What is not covered under your policy..............................................................23Your responsibilities.............................................................................................27Making a claim......................................................................................................29Other important information you need to know.............................................35Financial Services Guide (FSG)............................................................................39

Contents

Before you buy this policy Huddle Renters Insurance provides contents insurance cover for residential tenants.

Each insurance policy is different and we want toensure our customers understand how our renters insurancepolicy works so that you can choose the right cover for yourcircumstances.

To properly understand what you are covered for as well as the applicable terms and conditions, you need to read this PDS in full.

5

Before you buy there are things you must know: Huddle Renters Insurance covers your contents while they are in the home up to the sum insured shown on your Certificate of Insurance against a list of defined events. Where we have agreed to issue this insurance to you, we will cover you for loss or damage in the home caused by an Insured Event which occurs during the period of insurance. If the replacement value of your contents is higher than the sum insured shown on your Certificate of Insurance, or you want to cover your contents for more than the listed Insured Events this policy is not going to meet your requirements.

If you would like cover for accidental damage or for items outside of your home, you should consider the Portable Valuables optionYou can choose to insure a range of items against accidental loss or damage anywhere in Australia. You must select this option at the time of purchase. Only certain items are eligible for Portable Valuables cover - see page 19 for details.

It’s your responsibility to read this Product Disclosure Statement (PDS) and, if you purchase Renters Insurance, your Certificate of Insurance It’s your responsibility to read this Product Disclosure Statement (PDS) and decide whether this policy suits your needs. You should (and we rely on you to) read the PDS before purchasing this insurance. Your Policy is made up of this PDS, the Certificate of Insurance,

and any other changes to the terms of the Policy otherwise advised by us in writing (such as an endorsement or Supplementary PDS) which may vary or modify the above documents. Together they form our agreement with you. All benefits are subject to the policy terms, conditions, exclusions and limits of cover described in this PDS.

When you purchase Renters Insurance, you will be issued with a Certificate of Insurance. On renewal we will issue you a new Certificate of Insurance.

It will show (amongst other things), the limit(s) insured and excess(es), the premium, the cover(s) applicable to you and the specific terms and conditions that apply to your cover. These may vary the standard terms and conditions of this PDS depending on your specific circumstances.

Huddle Renters Insurance has been designed for people who do not own their own home and want insurance cover for their contents Huddle Renters Insurance is a contents-only insurance designed for residential tenants who do not own the home but want insurance cover for their contents. This insurance is not for landlords, properties you own or investment homes.

You must stay up to date with your premiumsIt is a condition of coverage that the premium must have been paid in full (unless we have agreed that you will pay your premiums by instalments) by the start date shown on the Certificate of Insurance.

Cover explained The following pages provide a summary of the benefits available with Huddle Renters Insurance.

7

What are you covered for?Huddle Renters Insurance provide the following benefits:

Insured events cover for your home contentsFor more details on Insured Events including definitions, please see page 11.

Fire and Explosion

Storm, rain water and flood

Earthquake, tsunami and volcanic eruption

Bursting, leaking, discharge or overflow of

water or liquids

Malicious Damage

Accidental glass breakage

Riot, civil commotion or industrial unrest

Theft

Lightning

Impact

8

Additional BenefitsFor more details of the Additional Benefits including sub-limits and exclusions, please see page 14.

Contents whilst in transit

Contents in your home office

Reproduction of documents

Portable valuables

Contents in your new and old address

Food spoilage

Contents in the open air at the home

Visitors’ contents

Optional BenefitFor more information on portable valuables please see page 18.

Removal of debris Contents temporarily removed from the home

Credit card

9

What are your contents? This Renters Insurance product covers your contents in the home for loss or damage arising from a listed Insured Event (page 11). Contents means any household goods or personal belongings, usually kept in the home, that you own or are legally responsible for.

Additional Benefits are detailed on pages 14 and Optional Benefit page 18 of this PDS. There are limits to the amount paid for contents claims. The fixed contents limits that apply are detailed on pages 10 and other limits may be noted on your Certificate of Insurance or in this PDS.

What contents do not include Your contents do not include:

• the home;

• gas and electrical appliances, light fittings and alarm systems that are permanently connected to the gas or electricity supply, or underbench dishwashers;

• any property which belongs to the owner of the home;

• trees, shrubs, hedges or other plant-life, including lawns and landscaping or artificial grass, other than plants kept in pots and tubs;

• animals;

• motorised vehicles (other than lawnmowers, wheelchairs, golf carts, skate boards or electric supported bikes), go-carts, motorcycles, mini-bikes, caravans and trailers, or any of the parts or accessories for these vehicles including GPS units designed for use in vehicles;

• non-motorised watercraft greater than 3 metres, motorised watercraft, aircraft and hang-gliders or their parts and accessories; and

• tools of trade, stock in trade or items used in connection with a business other than the Additional Benefit headed “Contents in your home office”.

10

Fixed contents limits Some items of contents have fixed limits which represent the maximum we provide cover up to. These items are:

What is the “home”?For the purpose of this insurance, ‘home’ or ‘unit’ is defined as a fully enclosed building with walls and a roof, used primarily for domestic purposes and that can be securely locked.

Item Contents Limits

Jewellery, watches and other items containing precious metals or stones

Cash and documents that are able to be cashed

Unset precious and semi-precious stones

Collectable items - these include loose carpets and rugs, artwork including paintings, pictures, sculptures, art objects, curios and collections of coins, stamps and other memorabilia.

Media equipment – this includes collections of CDs, DVDs, Blu-rays, records, computer games, software and commercially produced audio and media files.

Bicycles

Laptop computers

Sporting equipment and their accessories

Portable musical instruments

Cameras

$2,500 for any one Insured Event

$250 for any one Insured Event

$500 for any one Insured Event

$1,000 for any one item or collection, up to $2,500 for any one Insured Event

$1,000 for any one Insured Event

$2,500 for any one Insured Event

$2,500 for any one Insured Event

$2,500 for any one Insured Event

$2,500 for any one Insured Event

$2,500 for any one Insured Event

If you need to insure items away from your home, see the Optional Benefit ‘Portable valuables’ on pages 18 – 19. 

Insured Events Your Renters Insurance policy covers your contents when the loss or damage is caused by one of the following Insured Events.

12

Insured Events You are covered for loss

or damage to your contents caused by

Exclusions to Insured Events See also ‘What is not covered under your policy’, page 23

Fire (where there is a flame) and Explosion

Theft

Malicious damage (including vandalism)

Loss or damage:• to a heat-resistant item such as a cooking

appliance, dryer, heater or iron, if it ignites;

• caused by any process involving the application of heat where there is no flame, including cigarette burn marks and scorch marks caused by an iron or radiator;

• caused by the ignition of any mineral spirit or dangerously flammable substance brought on to, or kept at, your site in quantities which are in breach of any statutory regulations.

Theft:• by someone who lives in the home, or is at

the site with your consent or the consent of someone who lives in the home;

• that occurred when the home was unoccupied, (See the definition of unoccupied on page 37);

• from any common property or from any similar common or public area in a multi residential building

Loss or damage caused by someone who lives in the home, or is at the site with your consent or the consent of someone who lives in the home.

Storm and rainwater and flood Loss or damage:• to swimming pool covers, spa covers or

plastic or vinyl swimming pool liners;

• caused by water that has seeped or percolated into the home;

• caused by gradual deterioration from rainwater.

13

Lightning

Earthquake, tsunami and volcanic eruption

Riot, civil commotion or industrial unrest

Accidental glass breakageWe will cover the cost of replacing contents-related items such as mirrors and fixed glass in furniture.

Subsequent damage sustained after the first 72 hours of the initial earthquake.

Subsequent damage sustained after the first 72 hours of the initial earthquake.

Impact caused by a falling tree, branch, power or communication pole, a motor vehicle or trailer, an aircraft or watercraft, debris falling from space, or a satellite dish, television or radio aerial which breaks or collapses.

Loss or damage sustained after the first 72 hours of any riot, civil commotion or industrial unrest.

Breakage of: • any glass unless the break extends

through the entire thickness of the glass;

• the screen of a computer, television or other type of visual display unit;

• glass vases, ornaments or hand-held mirrors;

• glass forming part of a stove top, cooking surface, heater or oven door.

Insured Events You are covered for loss

or damage to your contents caused by

Exclusions to Insured Events See also ‘What is not covered under your policy’, page 23

Bursting, leaking, discharge or overflow of water or liquids from pipes, taps, dishwashers, washing machines, baths, spas, basins, hot water systems, refrigerators, air conditioners, roof gutters, rainwater down pipes, drainage and sewerage systems or aquariums at the home.

• The cost to repair the item from which the water leaked or escaped.

• Loss or damage caused by the gradual seepage of water or other liquids.

Additional Benefits The following Additional Benefits are included in your policy and are in addition to the sum insured for contents cover. Cover is provided for each benefit up to the amounts stated in the table below.

15

Additional Benefits to your contents cover

Our exclusions See also ‘What is not covered under your policy’, page 23

Removal of debris We will cover the reasonable and necessary costs of removing any contents debris following an Insured Event

Credit card If your credit or financial transaction card is lost or stolen from your home, then we will pay for the loss or theft of your funds if your card is used fraudulently.

• any amount that your credit provider or financial institution reimburses or agrees to reimburse you

• loss or theft as a result of your failure to comply with the conditions of use relating to your card

• loss or theft if you did not notify your credit provider or financial institution within 24 hours from the time you found out that your card was lost or stolen

• loss or theft where the card was used by a member of your family or a household member.

Contents temporarily removed from the home We will cover your contents for loss or damage caused by theft, storm, rainwater or impact while they are temporarily moved from the home to another building within Australia, e.g. another home, hotel, motel, nursing home or hospital.The cover provided by this benefit only applies if you are temporarily residing in the building in which your contents are contained, and the contents are in your possession and under your direct control.

Loss or damage caused:• by theft or attempted theft unless the part

of the building in which you were residing was damaged as a result of violent forceful entry;

• by storm or rainwater unless your contents were within a building at the time that the loss or damage occurred.

Limit $10,000

Limit $1,000

20% of your contents sum insured

16

Contents in the open air at the home We will cover loss or damage to contents items left in the open air at the home, such as garden furniture and BBQs.In the open air at the home means any place at the site that is not fully enclosed by walls and a roof and is not able to be secured, such as a carport, a pergola or similar. It does not mean any common property or any similar common or public area in a multi residential building.

Loss or damage caused:• by theft or attempted theft unless the part

of the building in which you were residing was damaged as a result of violent forceful entry;

• by storm or rainwater unless your contents were within a building at the time that the loss or damage occurred.

Contents in your new and old address We will cover your contents in the home at both your new and old addresses for up to 14 days from the day you start moving.

• Loss or damage caused to contents at your new address after 14 days from the day you start moving, unless you tell us and we agree to cover your contents at the new address.

• Your contents are not covered while being moved from the old to the new address other than as stated in “Contents whilst in transit” above.

Contents whilst in transit If you are moving to a new address in Australia, we will cover your contents whilst they are being moved, for loss or damage caused by fire, or collision or overturning of the vehicle carrying them.

Loss or damage that occurs while your contents are in transit within 60 days of the original inception date of your policy.

Additional Benefits to your contents cover

Our exclusions See also ‘What is not covered under your policy’, page 23

20% of your contents sum insured

20% of your contents sum insured

Your contents sum insured

17

Visitors’ contents If contents belonging to guests or visitors are stolen or damaged as a result of a claim we have agreed to cover, we will cover the reasonable cost to repair or replace those contents provided that we would have paid this claim had the contents been your own.

Loss or damage to contents items owned by a guest or visitor that are covered under another insurance policy taken out by that guest or visitor.

Reproduction of documents We will pay to reinstate, reproduce or restore your personal documents such as passports and birth certificates if they are damaged by an Insured Event while contained in the home at the site.

Any consequential loss as a result of the loss or damage to documents.

Food spoilage We will cover loss or spoilage to frozen or refrigerated food, caused by an Insured Event.

Spoilage of food in a refrigerator or freezer as a result of you leaving a door ajar or where you have accidentally disconnected the power supply to the appliance.

Contents in your home office We will cover loss or damage to contents in your home office caused by an Insured Event or Additional Benefits covered by your policy. Contents in your home office include items used for generating income or reward and can include items such as office furniture (e.g. desk and filing cabinets) and computers.

Any items not owned by you or for which you are not responsible.

Additional Benefits to your contents cover

Our exclusions See also ‘What is not covered under your policy’, page 23

Limit $2,500

Limit $500

Limit $500

Limit $500

Optional Benefit You can choose to tailor your Renters Insurance policy to suit your needs. The following Optional Benefit can be added for an additional premium to your policy subject to conditions.

If selected, the Optional Benefit will be shown on your Certificate of Insurance. This optional extra will change your premium and will be shown on your Certificate of Insurance.

There are policy “General exclusions” on pages 23-24 and exclusions which may be included in the Certificate of Insurance issued to you which may apply.

19

Portable Valuables We will cover you for accidental loss or damage to your eligible contents anywhere in Australia. 

Any claim under this benefit will be settled in the same way as claims for your contents. Only certain groups of items are eligible for Portable Valuables cover and these include: 

Loss or damage caused by or arising out of: • any process of cleaning, repairing, altering,

restoring or renovating; • over-winding, electrical or mechanical

breakdown, failure or derangement; or • scratching or denting, if that is the only

damage sustained. 

Loss or damage to or of:  • sporting equipment or musical instruments

whilst in use; • photographic equipment whilst in use under

water; • items for sale, on display, exhibition or on

consignment; • cash, credit or debit cards and/or negotiable

instruments including coupons or gift cards; • CDs, DVDs, films, audio or video tapes; • mobile phones, smart phones or portable car

phones; • skateboards, scooters, surfboards or other

watercraft; • tents or camping equipment or their

accessories; • hand-held computer games, toys or hobby

equipment; • musical instruments which are used

professionally and musical accessories such as amplifiers; 

• stamp or coin collections; • tools of trade and professional instruments; • personal items used in a business, trade or

profession; • artificial limbs, wigs, dentures or dental

appliances;

Loss or damage from the following events:  • the disappearance of an item when the cause

cannot be established;  • the breakage of any item of a brittle nature,

except jewellery; • theft where you have not taken reasonable

precautions

Optional Benefit Our exclusions See also ‘What is not covered under your policy’, page 23

You can choose an amount to cover any number of eligible items within a group up to a maximum limit of $2,500 per group and per item. The cover limit for each group will be stated on your Certificate of Insurance.

The most we will pay for any one item, pair, set, collection or system is $2,500.

Limit shown on your Certificate of Insurance.

Laptops

Bicycles (non-motorised)

Cameras

Sporting equipment and

their accessories

Musical instruments

Jewellery and watches

Legal liability

21

Legal liability We will cover you for legal liability, anywhere in Australia, to pay compensation as a result of an accident caused by your negligence, which occurs during the period of insurance, and causes death or bodily injury to another person or loss or damage to another person’s property.

If we agree to pay your claim we will pay the costs of compensation awarded by an Australian court or a settlement agreed to by us and your reasonable legal fees and expenses that we incur on your behalf or that you incur with our written consent. You can only claim for legal fees and expenses if we have agreed to them in writing before you incur them.

The most we will pay for any event(s) arising directly or indirectly from the one original accident/event, source or cause is $20 million in total under this and all other policies issued by us which cover you, including a separate contents insurance policy. This amount includes all legal costs and expenses incurred with our consent or which you have a legal liability to pay.

We will not pay for legal liability that arises:• from the death or illness of, or bodily injury

to, you or your family, or to your employees arising out of their employment by you;

• from loss or damage to any property that is owned or controlled by you, your family or your employees;

• from any animal other than a domestic dog or cat that is kept at the site (there is no liability cover for a dog that has been declared a dangerous breed by a competent Australian authority);

• from asbestos or any product containing asbestos;

• as a result of any actual, alleged or threatened contamination or pollution of any property, land, the atmosphere or any watercourse or body of water (including ground water) other than arising from an occurrence which is neither reasonably expected or intended by you and is a consequence of a sudden cause which takes place at a clearly identifiable time and place during the period of insurance;

• from the transmission of any disease;

• from the supply of any alcohol or drugs;

• from participation in any professional sport;

• because you own or occupy any land or buildings other than the site listed on the Certificate of Insurance;

• because you own or are legally responsible for any wharf, jetty or pontoon;

• out of or in connection with any business, profession or occupation carried on by you at the site;

• out of your employment of any workers;

• in connection with the common property where the home is a strata title property;

• from negligent miss-statement, advice or treatment;

• out of your ownership or use of motorised vehicles (except wheelchairs, golf buggies and lawn mowers), go-carts, mini-bikes, caravans or trailers, jet-skis of any type or motorised watercraft or any other watercraft more than 3 metres in length, or aircraft, aircraft landing areas or hovercraft;

• in respect of any penalties, fines, punitive, exemplary or aggravated damages for which you are liable;

• from actions brought against you in a court outside Australia or a court that applies law that is not Australian law;

• from any liability for which you or your family are required by law to hold an insurance policy;

22

• from claims made against you because your body corporate failed to insure (or adequately insure) against property damage as required by relevant State or Territory Strata Title or unit legislation.

What is not covered under your policy

24

What is not covered under your policyThe following general exclusions apply to all sections under your policy. You are not covered for any loss or damage caused by or resulting from, or the costs incurred from or of:

• bushfire, storm or, rainwater and flood which occurs within the first 72 hours of the start of your policy unless you transferred a contents insurance policy, with equivalent cover to us from another insurance company without an interruption in cover. We will also not cover any increase in sums insured for these events in the first 72 hours;

• the home being unoccupied for longer than 90 consecutive days. This exclusion will not apply to loss or damage caused by thun-derbolt, lightning or earthquake that occurs during the period of unoccupancy;

• actions of the sea, including tidal waves and high tides;

• gradual deterioration, including wear and tear, rust, corrosion, depreciation, fading or deterioration from exposure to light;

• mould or mildew, wet or dry rot, rising damp or dampness;

• inherent defects, structural faults, faulty workmanship or faulty design;

• lack of maintenance and failure to maintain the property in good repair;

• insects, birds, wildlife or vermin;

• any earth movement or vibration not caused by earthquake, including erosion, subsidence, landslide, mudslide, collapse, earth shrinkage or expansion;

• tree roots, tree-felling or tree-lopping on the site;

• any deliberate action by you, others living at the home, or other people who have entered the home with the consent of you or oth-ers living at the home, including visitors and tenants;

• any process of cleaning involving the appli-cation of heat or the use of chemicals other than domestic household cleaners;

• corruption (whether by virus or other means) to any electronic data, files or software dam-aged or lost including any photographs and visual images stored electronically on any medium including computers and any costs associated with the reinstalling or replacing of the data, file or software that are corrupt-ed, damaged or lost;

• mechanical, electrical or electronic failure of an item, unless caused by one of the Insured Events;

• power surge, unless directly caused by one of the Insured Events;

• building work, including any extensions, reno-vations or repairs;

• damage to an above ground swimming pool owned by you caused by or contributed by you lowering the level of water in the swim-ming pool;

• any consequential loss or loss of profit;

• scratching, chewing, tearing or soiling by any animal kept in the home or at the site;

• food spoilage other than the cover provided under the Additional Benefit;

• acts or omissions by you or someone with your consent, if the acts are unlawful or are intended to be done with reckless disregard for the consequences;

• the lawful seizure, confiscation, nationalisa-tion or requisition of, or damage to, the in-sured property by a government, public, local or legal authority;

• war, invasion, acts of foreign enemies, hostili-ties (whether war is declared or not), civil war, rebellion, revolution, insurrection or military or usurped power or by contamination or pollution by chemical, biological or nuclear agents which results from an act of terrorism;

25

• direct or indirect exposure to radiation or contamination by radioactivity from any nu-clear fuel, nuclear waste or nuclear material;

• loss of, or damage to, unlicensed or unregis-tered firearms or registered firearms that are not stored according to the law;

• unlicensed or unregistered computer soft-ware and illegally-downloaded media and files;

• scratching, chipping or denting caused by normal use;

Other exclusions may be specified on your Certificate of Insurance.

Your responsibilities

27

Your responsibilities Your Duty of Disclosure Before you enter into an eligible contract of insurance with us, you have a duty of disclosure under the Insurance Contracts Act 1984.

If we ask you questions that are relevant to our decision to insure you and on what terms, you must tell us anything that you know and that a reasonable person in the circumstances would include in answering the questions.

You have this duty until we agree to insure you.

If you do not tell us something

If you do not tell us anything you are required to, we may cancel your contract or reduce the amount we will pay you if you make a claim, or both.

If your failure to tell us is fraudulent, we may refuse to pay a claim and treat the contract as if it never existed.

Ensure your premiums are paid on timeYour premium is the amount that you have agreed to pay us for cover under your policy. When you apply for cover under your policy, we advise you of the premium you must pay and confirm it on your Certificate of Insurance.

To receive the benefits of cover as set out in your policy documentation you must ensure your premiums are paid and are kept up to date. If your premiums are not up to date we have the right to cancel your policy in accordance with the law. If any instalment premium payment remains unpaid for more than 14 days, we may refuse to pay a claim.

We understand that customers change their banking details for a variety of reasons. However, it is important that you contact us and provide these new details immediately and in advance of any premiums being deducted. Should your financial institution dishonour any payment because of lack of funds in your account you will be charged any costs that we incur as a result of the dishonoured payment.

In the event of a total loss claim and where you pay your premium by instalments, we will deduct any unpaid premium for the period of insurance from the claims settlement.

How do we calculate premiums?

The calculation of your premium is based on a number of criteria that determine the risk of a claim, including:

• the type of cover you choose, (including any Optional Benefits);

• the location and type of property you tenant;

• the limits and excesses that will apply;

• your insurance claim history;

• factors that increase or decrease the likelihood of you making a future claim;

• our costs in paying claims and doing business.

Your premium also includes amounts that cover our obligation to pay relevant compulsory government charges, taxes and/or levies for your policy, e.g. GST and Stamp Duty, which are shown on your Certificate of Insurance.

Reading your policy documentation

When you purchase this insurance, you confirm and warrant to us that you have read or will read this policy document when provided to you. Remember that there are limits, exclusions and conditions that apply to your policy. They will be contained in this PDS as well as in any applicable Supplementary PDS(s), endorsements and shown on your Certificate of Insurance.

28

More than one named insured

If there is more than one insured named on your Certificate of Insurance we will treat a statement, act, omission, claim or request to alter or cancel your policy made by one as coming from all of those named as insured.

Keep proof of ownership of your property

When you make a claim for loss or damage to an item, we will require proof that you owned the item and of its value or your claim may not be paid. The easiest way to do this is by keeping receipts, manuals and warranties for any items you purchase. If you do not have any of these documents you can get valuations from an Australian registered valuer for your jewellery, art and other valuables.

Always protect your contents

You must make all reasonable efforts to maintain your contents in a good state of repair and condition. Any loss or damage caused by poor maintenance is not covered under your insurance. You must also make reasonable efforts to protect your contents from any loss or damage. If you make a claim and knew about something that could cause loss or damage to your property and you did not make reasonable efforts to avoid it before the loss or damage occurred, then your claim may not be paid. If you do suffer loss or damage to your property, you must also make reasonable efforts to prevent any further loss or damage.

Complying with terms and conditions

If you fail to comply with a term or condition we may refuse to pay or reduce a claim, and/or we may cancel your policy subject to the operation of the Insurance Contracts Act 1984 (Cth) and relevant law. We will also apply any relevant policy exclusion when assessing your claim(s).

Making a claim

30

How do I make a claim?If an event occurs that has, or is likely to, result in a claim, the following checklist will help you ensure that you have done everything you can to enable your claim to be assessed quickly:

• do what you can to prevent any further loss, damage, cost or liability;

• report the incident to us as soon as possible either online at huddle.com.au or by calling us on 1300 777 200;

• report the incident or loss to the police immediately if the claim involves theft, attempted theft, malicious acts, civil unrest or impact by a vehicle, and get an event number.

What not to do: It is important that you do not do the following without our consent: • admit guilt, fault or liability (except to the

police);

• offer or negotiate to pay a claim;

• dispose of any damaged property; or

• approve any repairs (other than for essential repairs necessary to minimise or prevent further loss or damage).

What do you need to do when making a claim?• assist us to process your claim by providing

any relevant documentation we request;

• provide us with the proof of value and own-ership that we need regarding lost or dam-aged items. This proof includes receipts, invoices, bank or credit card statements, and/or contracts of sales;

• help us manage the claim, which may include asking you questions in a face-to-face inter-view or asking you to provide written state-ments to us under oath;

• keep items that have been damaged and al-low us to inspect them or assess repair costs;

• allow us to sight and/or take possession of damaged property that is the subject of a claim;

• send us any communication you receive relating to the claim from any other party (in-cluding telling us of pending court proceed-ings or offers of settlement);

• take all reasonable steps to assist us in any negotiations, defence or settlement of any claim made under your policy or to recover against any other party that we deem to be responsible for the loss or damage to your contents;

• tell us about any other insurance that you may have that could be relevant to the claim;

31

• make your contents available for inspection by us or an assessor or agent appointed by us, including where diagnosis is required to determine if there has been an Insured Event.

Claims for your contentsIf we agree to settle a claim, the maximum we will pay is the sum for which your contents are insured, or any lesser limit that applies to the item, group of items or event, less any applicable excess. If your contents are lost or damaged by an Insured Event which occurs during the period of insurance, we will at our discretion:• repair or replace any lost or damaged item;

or

• pay you the cost of repairing or replacing the item, either in cash or in vouchers, at our discretion (if unusual circumstances exist), based on the amount that it would have cost us to repair or replace it.

Where we can, we will match materials and contents. Where this is not possible, we will use materials and contents that, in our opinion, match as closely as reasonably possible.

If the lost or damaged item is part of a pair or collection, we will only pay for the repair or replacement of the damaged or lost item. We will not pay for any resulting decrease in the value of the collection.

Replacement is on a new-for-old basis but this does not apply to computers more than 4 years old, or to any clothing, shoes or household linen or items out of use, such as those stored away in cupboards. For these items we will pay the reasonable market value based on their age and condition at the time of loss.

How claims impact your insuranceAfter we pay a claim under your policy, other than a claim for a total loss, the amount you are insured for will remain the same as the value shown on your Certificate of Insurance at the date of loss.

If a claim is for the total loss of your contents, your insurance will cease as soon as we accept liability. No premium refund is due if you have paid your premium annually. If you are paying by instalments we will deduct the balance of the annual premium from your claim. You will need to contact us if you want to apply for a new policy for the contents you replace.

Claims payments and Goods and Services Tax (GST)Any claim payments made under this policy will be based on GST inclusive costs, up to the relevant amount covered, or maximum amount that we pay. However, if you are, or would be, entitled to claim any input tax credit for the repair or replacement of insured property or for other things covered, we will reduce any claim under the insurance by the amount of such input tax credit.

You are required to tell us your entitlement to an input tax credit. If you fail to disclose or understate your entitlement, you may be liable for GST on a claim we pay.

ExcessesAn excess is the amount(s) of money you pay or must contribute towards the cost of any claim. All excess amounts relevant to your cover will be shown on your Certificate of Insurance.

When to contact us

33

Renewing your policy1. To ensure continuing protection we will

send you a renewal offer at least 21 days prior to the renewal date of the policy. It will set out information such as the new premi-um and excess for the new period, informa-tion you have previously told us and may also include notice of any proposed changes to the terms of the policy to be renewed.

2. Where you receive a renewal offer, you must tell us if the information contained in it is incorrect or incomplete and you must comply with your ‘Duty of Disclosure’ (see page 27). If you do not we may reduce or refuse to pay a claim or cancel the renewed policy.

3. If nothing needs to be disclosed and you are happy with the renewal offer you do not have to do anything as we will automatically renew on those terms and deduct/charge the new renewal premium from your nomi-nated account/credit card, unless you tell us not to. Should you not wish to take up the renewal offer you must contact us prior to the renewal to advise us.

4. If we do not offer to renew your policy, we will send you a notice telling you this.

Each renewal is a separate policy, not an ex-tension of the prior policy. Your cooling-off period will apply on each renewal.

This PDS (together with any amendments, updates or endorsements) also applies for any offer of renewal we make, unless we tell you otherwise or issue you with a new updated PDS or Supplementary PDS amending the PDS terms.

Cancelling your policy If you want to cancel You may cancel your policy at any time by con-tacting us. If you paid an annual premium, we will refund the full amount, less:

• the amount covering the period you were insured for;

• the cancellation fee; and

• government or statutory charges we are un-able to recover.

If you pay your premium by monthly instal-ments we will not provide a refund.

When we may cancel your policy We may cancel your policy where permitted by and in accordance with the law. For example, if you:• do not comply with the policy terms and con-

ditions;

• do not pay your premium as agreed;

• make a fraudulent claim;

• did not comply with your Duty of Disclosure; or

• misrepresented information when you en-tered into your policy.

If we pay a claim for a total loss, your policy comes to an end and there is no refund of premium.

1

2

3

4

34

If you have a complaintWe hope that you never have a complaint, but if you do we will do our best to work with you to resolve it through the following process:

Our internal complaints processPlease follow our step-by-step process, which is part of our com-plaint and dispute resolution procedure.

Step 1 – Contact usYou can call us on 1300 777 200 or email us at help@huddle.com.au and one of our staff will try to resolve the problem straight away.

Step 2 – Contact our Internal Dispute Resolution CommitteeIf, after speaking to a Customer Care Manager, your complaint is not yet resolved, you can take the matter further by contacting our Internal Dispute Resolution Committee at: Huddle, Customer Support, on 1300 777 200 or help@huddle.com.au

Your concerns will be investigated by an officer with full authority to deal with the complaint and we will inform you of the outcome within 15 working days of receiving your complaint.

Step 3 – Where we have not resolved your complaintIn the unlikely event that your concerns are not resolved to your satisfaction by the Internal Dispute Resolution Com-mittee, or your complaint has not been resolved within 45 days, you may contact the Financial Ombudsman Service.

Phone: 1800 367 287Post: GPO Box 3 Melbourne VIC 3001Website: fos.org.auEmail: info@fos.org.au

Financial Ombudsman Service (FOS)

A decision by FOS is binding on us but is not binding on you. You have the right to seek fur-ther legal assistance. The FOS service is provided to you free of charge and can be utilised at any time during the complaints process.

Other important information you need to know

36

How we protect your privacy

We will at various times or stages during our communication with you collect some of your personal information.

We collect personal information to provide, offer and administer our various products and services, or otherwise as permitted by law.

We may collect your personal information so that we or our related entities or other third parties with whom we have a relationship can develop or offer you services or products which we believe may be of interest to you, however will not do so if you tell us not to.

Collection can take place by websites, email, telephone or in writing. If you do not consent to us collecting and using the personal information we request, we may not be able to provide you with our services or products.

We may at times also disclose your personal information to our related companies or third parties who provide services on our behalf; however we will never sell, rent or trade your personal information. It may happen that we disclose personal information to related com-panies or service providers located in countries other than Australia. These details can change from time to time and you should contact us for further details to see if this applies to you.

Your consent applies when you apply for in-surance, or become or remain the insured. You can read more about how we collect, use and disclose your personal information or our com-plaints process about a breach of the Australian Privacy Principles in our Privacy Policy which is available on our respective websites or you can contact us and request a free copy. If you wish to update or gain access to your personal infor-mation or have a complaint about a breach of your privacy, contact us. Our respective contact details are provided in this document.

Financial Claims SchemeHollard is authorised under the Insurance Act 1973 to carry on general insurance business.

This Act contains prudential standards and prac-tices to ensure that financial promises made by Hollard are met. Because of this, Hollard is exempted from the requirement to meet the compensation arrangements Australian Finan-cial Services Licensees must have in place to compensate clients for loss or damage suffered because of breaches by Hollard or its represen-tatives.

The protection provided under the Federal Gov-ernment’s Financial Claims Scheme applies to Hollard. If Hollard is unable to meet its financial obligations a person may be entitled to pay-ment under this scheme. Information about this scheme can be obtained from the APRA website at fcs.gov.au or their hotline on 1300 55 88 49.

The General Insurance Code of PracticeThe Insurance Council of Australia Limited has developed the General Insurance Code of Prac-tice, which is a self-regulatory code for use by all insurers. The Code aims to raise the standards of practice and service in the insurance industry. Hollard is a signatory to the Code.

You can obtain a copy of the Code from the Insurance Council of Australia website at insurancecouncil.com.au or by phoning (02) 9253 5100.

Updating this PDS

If we change anything about this insurance in the future, the PDS may also change. If the change is relatively small and will not affect your decision to buy or renew this cover, we will list the details at huddle.com.au. If we make a substantial update to the product, we will send you a new PDS or Supplementary PDS, explaining the changes we have made.

37

DefinitionsSome words and phrases used in this PDS and our other policy documents forming the policy have the following special meanings you need to be aware of:

Accidentan event that you did not plan, intend or ex-pect to happen.

Certificate of Insurance the relevant certificate we send you that con-tains your insurance policy details and any variations to the standard terms and conditions of the policy. It forms part of your contract with us and should be read with your other policy documents.

Collectionany pair, set or other group of objects (of com-mon type, appearance or nature) that belong together or are displayed together.

Common propertyan area within a multi-residency property that is accessible by all occupiers e.g. stairs, driveways, car parks, gardens, lawns etc.

Eventa single occurrence which you did not intend or expect to happen that results in loss or damage. Excessthe amount you are first required to pay or bear when you make a claim under your policy. Your policy excesses are detailed in the PDS and are also shown on your Certificate of Insurance.

Insured Eventsevents which are insured under your policy subject to the terms and conditions (see page 28).

Malicious Damagedamage caused by a wrongful act which was vindictive, deliberate or intentional.

Period of Insurancethe period of your policy with us, which starts at the date and time we tell you the policy is en-tered into and continuing, unless ending sooner in accordance with the policy or relevant law, until the expiry date and time as specified in the Certificate of Insurance. If your policy is cancelled, the period of insur-ance terminates when the cancellation be-comes effective.

Seepagethe slow escape of a liquid through porous ma-terial.

Sitethe land at the address on the Certificate of Insurance on which the home is located and includes the yard or garden situated within the legal boundaries of that land. It does not include any nature strip or any area that is common property in a multi-residency property.

Storma violent atmospheric disturbance producing strong winds. It can be accompanied by rain, lightning, hail or snow. Storm does not mean persistent bad weather, heavy or persistent rain by itself or heavy or persistent wind by itself.

Terrorismany act which may or may not involve the use of, or threat of, force or violence where the pur-pose of the act is to further a political, religious, ideological aim or to intimidate or influence a government (whether lawfully constituted or not) or any section of the public.

Unoccupiedneither you, nor any other person (with your consent), is living and sleeping in the home, and/or it is not furnished for normal living purposes.

We, Us or Our Huddle Insurance Pty Ltd as agent for Hollard.

38

You, Your• the policy holder or policy holders named on

the Certificate of Insurance;• the policy holder’s spouse (legal or de-facto);• a person living at the insured address who

lives with, and is a family member of, the policy holder or the policy holder’s spouse.

Financial Services Guide (FSG)

40

Huddle is responsible for this FSG. This FSG provides you with information about the fi-nancial services that we provide in relation to Huddle Renters Insurance (to help you decide whether or not to use those services) as well as information on how we are remunerated in relation to the services, how we deal with com-plaints and how we can be contacted.

In this FSG: References to Hollard mean The Hollard Insurance Company Pty Ltd ABN 78 090 584 473 AFSL no. 241436

References to Huddle mean Huddle Insurance Pty Ltd ABN 23 166 949 444 AFSL no. 451712

References to you and your mean the applicant for a Huddle Renters Insurance Policy and, if a Policy is issued, person(s) named on the Certifi-cate of Insurance as the insured.

Huddle Renters Insurance is promoted by Huddle and insured by Hollard. Details about these companies are given in this document. The Huddle Renters Insurance PDS (PDS) includ-ing the Policy Terms and Conditions are set out in this document. The PDS contains information on the benefits and significant characteristics of the product and is aimed to assist you in making an informed decision about whether to buy it or not. Before you acquire the product, you should read the PDS carefully and use it to decide whether to purchase the product.

About us Huddle holds an Australian Financial Services Licence that permits us to deal in and provide general advice on behalf of Hollard regarding certain general insurance products issued by Hollard, including Huddle Renters Insurance. Huddle promotes Huddle Renters Insurance. Huddle is not the insurer. Hollard is the insurer and issuer of Huddle Renters Insurance Policies.

Huddle does not act for you and does not

provide personal advice about Huddle Renters Insurance. Only Hollard can issue, vary and can-cel Huddle Renters Insurance Policies, which it does through an arrangement with Huddle.

Important information you should know The above persons and organisations have not and will not consider whether Huddle Renters Insurance is appropriate for your personal objectives, financial situation or needs as they do not provide such services to you. Therefore, you need to consider the appropriateness of any information given to you, having regard to your personal circumstances before buying Huddle Renters Insurance.

You need to read the PDS to determine if the product is right for you. If you require person-al advice, you need to obtain the services of a suitably qualified adviser.

Remuneration

When you purchase a Huddle Renters Insurance Policy you pay the premium to Hollard for the product. This amount is agreed with you before the product is purchased. Huddle may be com-pensated for the services it provides. Huddle’s compensation is included in the total amount you pay. Huddle receives a portion of the in-surer’s premium for promoting Huddle Renters Insurance policies.

How we protect your privacy We value your privacy. Our Privacy Policy, available at huddle.com.au/terms, sets out how we protect your personal information. Huddle and Hollard are subject to the privacy principles under the Privacy Act 1988.

In connection with Huddle Renters Insurance:• Personal information is collected directly

from the person involved or, where that is not reasonably practical, from other sources;

• Personal information is collected for process-ing insurance applications;

41

• Administering policies; assessing and paying claims under the Policy; considering any oth-er application which may be made to a recipi-ent and performing administrative operations (including for example accounting, risk man-agement and staff training);

• Hollard and those with whom it has alliance and service arrangements may receive per-sonal information for primary purposes of planning, researching and developing and identifying products and services that may interest you and (unless you ask it not to) telling you about products and services of-fered by Hollard, its related bodies corporate and alliance arrangements;

• Personal information may be disclosed to third parties in connection with the above purposes, including to reinsurers, related companies, advisers, persons involved in claims, medical and emergency repatriation service providers, external claims data col-lectors and verifiers, our employees, agents and other persons where required by law. By applying for cover, you consent to the above. Your consent applies whether you become or remain the insured; and

• We may from time to time disclose personal information to Overseas recipients and where practically possible disclose details of such recipients at your request.

To access personal information (including cor-recting or updating it), make a complaint about a breach of privacy or if you have any other query relating to privacy, contact details are set out in this document.

Dispute Resolution

We hope that you never have a complaint, but if you do we will do our best to work with you to resolve it through the process outlined on page 34.

Authorised for issue

This FSG was prepared on 22 December 2017 and has been authorised for distribution by Huddle.

Huddle Insurance Pty Ltd ABN 23 166 949 444 Australian Financial Services Licence (AFSL) 451712

Call:Web:Email:

1300 777 200huddle.com.auhelp@huddle.com.au