just complete a service or 5 point check within 21 days/500 miles … · mechanical breakdown...

Mechanical Breakdown Insurance

✓ No service history required to qualify for cover Just complete a service or 5 point check within 21 days/500 miles of purchase to validate cover

✓ Day 1 cover even for WEAR & TEAR

✓ Covers Failure of insured parts identified during MOT or service

✓ Choose 1, 2, 3 years cover for vehicles up to 12yrs/150,000 miles

✓ No max age or mileage once cover starts

✓ No pre-inspection required

✓ Claims settled fast, payment direct to repairer wherever possible

Insurance products that meet your needs and exceed expectations

Quality Clarity Customer Service

Welcome to Warranty your way

Welcome to Click4Warranty

CLAIMS LINE 01279 456501 (option 3) customer service 0208 819 3424 (option 3) | [email protected]

COMPANY REGISTRATION No. 5407413| DATA PROTECTION REGISTER No. Z933878X | FINANCIAL CONDUCT AUTHORITY (FCA) No. 461102

Regulatory Information

Click4Warranty is a trading style of Future 45 Limited Company Registration No. 5407413

Data Protection Register No. Z933878X Financial Conduct Authority (FCA) No. 461102

Member of the Financial Services Compensation Scheme (FSCS)

We are directly authorised and regulated by the Financial Conduct Authority. You can check this on the FCA’s Register by visiting the Financial Conduct Authority website www.fca.org.uk which contains a link to a register of all regulated firms

The FCA can only give general information and cannot recommend the products of any company.

CLAIMS Weekdays 9am - 5pm: Saturday 9am - 1pm

01279 456501 (option 3)

Claims are processed entirely by phone, ensuring a fast, effective and simple claim procedure

Wherever possible, to avoid your being out of pocket, we settle authorised claims directly with the repairer

policy amendments 0208 819 3424 (option 3)

Weekdays 9:30 - 5pm (4:30 Fridays) [email protected]



Contents

Insurance Product Information Document (IPID) Click4Warranty policies are Insurance contracts therefore, in accordance with the Insurance Distribution Directive, our policy holders benefit from a simple two-page standardised IPID that provides clear information about what's covered, restrictions and exclusions.

Policy Summary A summary and quick reference to key features and benefits of your Click4Warranty Mechanical Breakdown Insurance.

Insurance Policy One clear set of terms providing a choice of three levels of protection, the higher the star rating, more parts are insured. Your policy explains exactly what you are covered for and contains the Terms & Conditions. PLEASE NOTE: Your Schedule will show the policy type, term, claim limit, the date the policy was purchased and any optional supplementary cover selected

CLICK4WARRANTY IPID V20180919 page 1 of 2

Click4Warranty is a trading name of Future 45 Limited registered in the U.K and authorised and regulated by the Financial Conduct Authority

(461102) to undertake insurance mediation. Click4Warranty acts on behalf of Red Sands Insurance Company (Europe) Limited who are registered in Gibraltar (87598) and are licenced by the Gibraltar Financial Services Commission. The IPID is a summary of the policy coverages and exclusions, complete contractual information is provided on our website and in the policy terms

What is this type of Insurance? All Click4Warranty policies provide cover, from day one, toward the cost of parts, labour and vat for the repair or replacement of the insured parts listed under the policy type selected by you; due to wear and tear, sudden mechanical failure or identified as likely to suffer imminent breakdown by a suitably qualified engineer during routine service or MOT. All policies offer a “per claim” limit of up to £7000 and up to 3 years cover.

What is insured? 3, 4 and 5 Star Warranty ✓ Cover starts day one, even for wear and tear

✓ Up to £7000 “per claim” toward the cost of parts, labour and vat for the repair or replacement of insured parts listed under the policy type selected by you due to - sudden mechanical failure - wear and tear (premature failure of insured part due

to age and/or mileage and/or usage of the vehicle) - identified as likely to suffer imminent breakdown by a

suitably qualified engineer

✓ Diagnostics included in the ICME repair time

✓ Consequential damage caused by an insured part to an insured part

✓ Replacement car hire up to £30 a day for 7 days

✓ Recovery up to £100

✓ Overnight accommodation and rail fares up to £60

✓ Up to 60 days European cover 3 Star Warranty insures parts under these headings See your policy for itemised parts covered

✓ engine

✓ manual gearbox

✓ automatic gearbox

✓ differential

✓ continuously variable transmission ctx

✓ propshaft

✓ torque converter

✓ wheel bearings

✓ engine cooling system

✓ casings 4 Star Warranty insures parts under these headings See your policy for itemised parts covered

✓ engine

✓ manual gearbox


✓ differential


✓ propshaft


✓ wheel bearings


✓ clutch

✓ fuel system [diesel and petrol]

✓ brakes

✓ steering [incl. power assisted steering]

✓ electrical system

✓ front and rear suspension

✓ casings

✓ working materials

What is insured? Continued … 5 Star Warranty insures parts under these headings See your policy for itemised parts covered

✓ engine

✓ manual gearbox


✓ differential


✓ propshaft


✓ casings

✓ wheel bearings


✓ working materials

✓ clutch

✓ fuel system [diesel and petrol]

✓ brakes

✓ steering [incl. power assisted steering]

✓ electrical system

✓ front and rear suspension

✓ engine management (ecu)

✓ fuel injection systems

✓ front wheel drive

✓ rear-wheel drive 3, 4 & 5 Star optional cover if selected by you and premium paid • The turbo charger unit • All four-wheel drive components • The air conditioning compressor unit • The ABS modulator and sensors

What is not insured? General exclusions only

Any part not listed under the policy type selected by you

Costs incurred prior to us issuing claims authorisation

Paintwork, bodywork, key locks, wheels, tyres, fuses, hoses, shock absorbers, parts not fitted as standard.

Burnt or worn-out clutch parts, build-up of carbon deposits

Routine adjustments, replacements & service items including but not limited to air filters, antifreeze, batteries, belts, brake discs and drums, brake pads, brake shoes, bulbs, wiper blades

Exhaust system, catalytic converter, fan belts, spark plugs, DPF, fuel injectors, EGR valves, DSG specific components

LPG, Electric or Hybrid powered vehicles

Vehicles used, or have been used, for hire, reward, taxi, driving school, commercial delivery

Any vehicle 5000cc or over

Abarth, Ford Cosworth, Honda NSX, Hummer, Jaguar vehicles over 4000cc, Mercedes AMG, Lotus, Mitsubishi 3000 GT, Nissan 300ZX/Skyline, Porsche, Mazda RX7 & RX8, Subaru WRX.

Vehicles with a carrying capacity over 35cwt (1.75 tonne)

Click4Warranty Insurance Product Information Document (IPID) PRODUCT: Mechanical Breakdown Insurance (Warranty)

CLICK4WARRANTY IPID V20180919 page 2 of 2

Are there any restrictions on cover? ! Vehicles must be under 12 years old/150,000 miles at policy purchase. (No age or mileage limit once cover starts)

! The first £10 of any claim

! Claim for parts listed under ECU, air conditioning and electrical system within 30 days of policy start date are required to pay an early claim excess if 50%. This does not apply after 30 days or to any other parts covered by your policy

! Diagnostic costs not included in the ICME repair time

! The maximum amount payable per claim will be subject to the claim limit selected by you and in aggregate the value of your vehicle

! If you prefer to use your own repairer, the labour content will be commensurate with the labour rate of our approved repairer

! Any loss as a result of breakdown that occurs after any unpaid monthly payment was due and before the monthly payment is paid

! Any loss if the vehicle - has not been serviced in line with the conditions of the policy during cover - identified by a qualified independent engineer as faulty before policy start - was not stopped at earliest opportunity after fault apparent to driver - covered by any other warranty, guarantee or goodwill settlement - caused by overheating, corrosion, frost, the use of incorrect fuel, oil, lubricant or coolant

! Excess - The first £10 of any claim - Vehicle age - the age of your vehicle does not affect the excess of any claim. - Vehicles under 60,000 miles - the low standard excess only, the first £10 of any claim. - Vehicles over 60,000 miles - the protection of the policy applies from day one, even for breakdown due to Wear & Tear, at no

extra premium, the standard excess remains at just £10, a mileage excess is applied dependent on mileage at time of claim.

! Consequential Damage - Damage to an insured part caused by another insured part is covered by the policy - Damage to an insured part caused by an uninsured part is not covered

Where am I covered? ✓ Great Britain, Northern Ireland and Channel Islands ✓ valid for up to 60 days per annum [pro rata] for driving in the Republic of Ireland and mainland Europe.

What are my obligations? • Your vehicle must have a minimum of 28 days valid MOT at time of policy purchase. • Throughout the policy term your vehicle must be taxed, legal for use on a public highway with a valid MOT • You must provide us with accurate information that is true to the best of your knowledge and declare any material facts that may

affect our decision to accept your vehicle for cover • You are responsible for any loss suffered as a result of breakdown of parts listed that occur after any unpaid monthly payment was

due and before the monthly payment is paid. • In the event of a claim, you must notify us as soon as possible and within 14 days. • Service and maintenance

- all maintenance must be completed by a vat registered garage - your vehicle is not required to have any service history to qualify for purchase - if your vehicle has not been serviced by a vat registered garage in the 12 months prior to policy purchase, either a manufacturers

service or the simple 5-point check as detailed in the policy must be completed within 21 days/500 miles and your vehicle will be covered once this is done.

- throughout the policy term your vehicle must be serviced in accordance with either the manufacturers service schedule OR the 5-point check as detailed in the policy.

When and how do I pay? You can pay your premium all at once by debit or credit card, there is no additional card fee If you prefer to pay by monthly instalments we offer a unique facility which allows you to pay a 20% deposit followed by 9 monthly payments, which include a small transaction fee, that are applied to the credit/debit card used to pay your deposit. This is not a credit agreement so is not subject to interest charges and we will not search the information a credit reference agency holds about you. You do not need to schedule payment, payments are automatically applied on the 1st of each month

When does cover start and end? From the start date you select for 1, 2 or 3 years depending on the coverage duration you chose. Your policy will not renew automatically

How do I cancel the contract? You have 21 days to cancel with full refund*, outside the 21 day cooling off period, you will only be required to pay the premium as calculated on a pro-rata daily basis for the time your policy has been in force plus an administration fee* To cancel call 0208 819 3424 (option 0) or [email protected]. *unless of course costs have been incurred or the policy administrator has been consulted about a failure or possible failure.

mailto:[email protected]

Mechanical Breakdown Insurance Policy Summary Driving your vehicle warranty further



Click4Warranty Policy Summary V202005 Page 1 of 7

Policy Summary This policy summary provides a summary of your cover and a quick reference to all the key features and benefits of your Click4Warranty Mechanical Breakdown Insurance. The Policy document provides full details of the cover provided and all the exclusions and we recommend you take a moment to read through these in conjunction with your schedule to see exactly what is covered. These can be viewed online at any time and a copy will be provided by email after your policy is taken out. You have 21 days to decide if you wish to cancel the policy and receive a full refund (assuming of course you haven’t submitted a claim), thereafter you may qualify for a pro-rata refund of premium. Click4Warranty policies are insurance contracts, therefore in accordance with the Insurance Distribution Directive, our policy holders also benefit from a standardised Insurance Product Information Document (IPID). A simple two page document that provides clear information about all levels of cover, what's covered, restrictions and exclusions to help our customers make informed decisions.

What Makes Us So Unique We are proud to offer the only FSCS protected fully Insured Vehicle Warranty with no service history required to qualify for cover (just complete service within 21 days/500 miles of purchase to validate cover ), day 1 cover even for Wear & Tear, failure of insured parts identified during MOT or service and any choice of 1, 2, 3 years cover for vehicles up to 12 years/150,000 miles at policy start.

No maximum age or mileage once cover starts No pre-inspection required Cover starts day 1 – NO WAITING Claims settled fast Payment direct to repairer wherever possible Cover against breakdown due to Wear & Tear included as standard No Service History required at start of policy 21-day money back guarantee Up to £7,000 claim value per breakdown One step quote process

Typically, warranties enforce a time/mileage waiting period, with Click4Warranty you are protected from day one*, so if an insured component is found to be faulty valid claims will be authorised, even if failure of the insured part is due to wear and tear. *LIMITATION: In the unlikely event in the first 30 days you make a claim under ECU, air-conditioning, or the electrical system, then there is an early claims excess of 50%. This doesn’t apply after 30 days or to any other listed components

What is Click4Warranty Mechanical Breakdown Insurance? All Click4Warranty policies provide cover, from day one, toward the cost of parts, labour and vat for the repair or replacement of the insured parts listed under the policy type selected by you; due to breakdown as a result of wear and tear, sudden mechanical failure or identified as likely to suffer imminent breakdown by a suitably qualified engineer during routine service or MOT. All policies offer a “per claim” limit of up to £7000 and up to 3 years cover.

What is a Claim Limit? All policies provide for an unlimited number of claims during the period of cover, the claim limit is the maximum amount that can be claimed per breakdown. There are three claim values to choose from for all policy types £3000 £5000 £7000. In total you can claim up to the retail value of your vehicle and if the policy type states a maximum benefit for a specific breakdown the lower limit will be applied.





What is a policy type? We offer one Mechanical Breakdown Insurance Policy, with one clear set of terms and benefits. It’s just part of our commitment to providing a simple solution to warranty requirements. The same policy terms apply to all three policy types, the star rating indicates the extent of parts that are insured: 3 STAR POLICY Our most affordable warranty pays toward the cost of parts and labour for repair or replacement of the most essential vehicle components 4 STAR POLICY Extensive affordable cover that pays toward the cost of parts and labour for repair or replacement of everything listed in 3 Star plus an additional wide-ranging list of universal vehicle components 5 STAR POLICY Our most comprehensive policy provides peace of mind for todays motorist and helps with bills that arise when extensive mechanical or electrical faults require expert repair

What is a policy schedule?

Your Schedule shows your details as submitted by you and the policy type (insured parts), date the policy was purchased, claim limit, term and optional supplementary cover you have chosen.

Eligibility

Your vehicle is eligible for this cover if at the start of the policy It is under 12 years old (no age limit once cover starts) It has covered less than 150,000 miles (no mileage limit once cover starts) It has full, partial or no service history

This Click4warranty policy is suitable for

New and used vehicles Vehicles purchased privately or through a trade entity

irrespective of how long ago you purchased Under contract hire or any style of leasing agreement

FCA Authorised & Regulated

The provision of Mechanical Breakdown Insurance is a regulated financial service. Firms and individuals can only conduct regulated financial services activities in the UK if they are authorised by the Financial Conduct Authority (FCA) or registered to do so.

We are a motor related insurance company authorised and regulated by the Financial Conduct Authority. Our FCA Registered number is 461102. You can check this on the FCA’s register by visiting the FCA’s website www.fca.org.uk/register or by contacting the FCA on 08001116768. Click4Warranty is a trading style of Future45 Ltd

FCA Authorised & Regulated





Significant features and benefits

All Click4Warranty policies provide cover, from day one, toward the cost of parts, labour and vat for the repair or replacement of the insured parts listed under the policy type selected by you; due to breakdown as a result of wear and tear, sudden mechanical failure or identified as likely to suffer imminent breakdown by a suitably qualified engineer during routine service or MOT. Cover against breakdown due to WEAR & TEAR included as standard from day one

Wear and Tear is the expected reduction in performance of a part due to the vehicles age, mileage and/or use. Many companies exclude it, others charge a premium to cover it. All our policies cover breakdown of an insured part attributed to wear and tear from day one.

One policy, three levels of cover

Click4warranty apply one clear set of policy terms to all three levels of covers. It’s all part of our commitment to providing you with a simple solution to your warranty requirements. The star rating indicates the extent of parts that are insured.

Parts and labour covered

Your Click4Warranty policy pays toward the costs of parts and labour for repair or replacement of an insured component. Choice of claim limits

All Click4warranty policies have a choice of three substantial claim limits, £3,000; £5,000 and £7,000. This is the maximum amount payable on each and every claim.

Unlimited number of claims

You can make an unlimited number of claims and we will apply the single claim limit to each claim. The maximum amount we will pay “in total” during the term of the policy is set at the Glass’s Guide retail value of your vehicle at the time of claim.

No annual mileage restriction

The Click4Warranty policy has no limit on the annual mileage you drive or maximum mileage once cover starts.

Claims handled over the phone

To keep the process quick and simple claims are processed over the phone Claims settled directly with the repairer wherever possible

To avoid your being out of pocket, we will do our best to settle authorised claims directly with the repairer Vehicle Recovery included

Up to £100 towards the cost of recovery to the repairing garage. Replacement Car Hire included

Up to £30 a day towards the cost of a replacement vehicle while your vehicle is being repaired. Overnight accommodation and rail fares included

Up to £60 towards hotel expenses or a return rail ticket. European Cover included

Up to 60 days cover for driving in the Republic of Ireland and mainland Europe. Clear and definitive Terms & Conditions

In 2004 the Insurer saw an opportunity and became a partner, immediately providing us the enviable flexibility to write terms and conditions unique to Click4Warranty that are clear and definitive.





Policy restrictions ! Vehicles must be under 12 years old/150,000 miles at policy purchase. (No age or mileage limit once cover starts)

! Claim for parts listed under ECU, air conditioning and electrical system within 30 days of policy start date are required to pay an early claim excess of 50%. This does not apply after 30 days or to any other parts covered by your policy

! Diagnostic costs that are not included in the ICME repair time

! The maximum amount payable per claim will be subject to the claim limit selected by you and in aggregate the value of your vehicle

! If you prefer to use your own repairer, the labour content will be commensurate with the labour rate of our approved repairer

! Any loss as a result of breakdown that occurs after any unpaid monthly payment was due and before the monthly payment is paid

! Consequential Damage - Damage to an insured part caused by another insured part is covered by the policy - Damage to an insured part caused by an uninsured part is not covered

! Any loss if the vehicle - has not been serviced in line with the conditions of the policy during cover - identified by a qualified independent engineer as faulty before policy start - was not stopped at earliest opportunity after fault apparent to driver - covered by any other warranty, guarantee or goodwill settlement - caused by overheating, corrosion, frost, the use of incorrect fuel, oil, lubricant or coolant

! Excess - The first £10 of any claim - Vehicle age ..................................... the age of your vehicle does not affect the excess of any claim. - Vehicles under 60,000 miles .......... the low standard excess only, the first £10 of any claim. - Vehicles over 60,000 miles ........... the protection of the policy applies from day one, even for breakdown due to Wear & Tear, at

no extra premium, the standard excess remains at just £10 and a mileage excess is applied depending on the mileage at time of claim.

What is not insured, general exclusions.

Any part not listed under the policy type selected by you

Costs incurred prior to us issuing claims authorisation

Paintwork, bodywork, key locks, wheels, tyres, fuses, hoses, shock absorbers, parts not fitted as standard.

Burnt or worn-out clutch parts, build-up of carbon deposits

Routine adjustments, replacements & service items such as air filters, antifreeze, batteries, belts, brake discs and drums, brake pads, brake shoes, bulbs, wiper blades

Exhaust system, catalytic converter, fan belts, spark plugs, DPF, fuel injectors, EGR valves, DSG specific components

LPG, Electric or Hybrid powered vehicles

Vehicles used, or have been used, for hire, reward, taxi, driving school, commercial delivery

Any vehicle 5000cc or over

Abarth, Ford Cosworth, Honda NSX, Hummer, Jaguar vehicles over 4000cc, Mercedes AMG, Lotus, Mitsubishi 3000 GT, Nissan 300ZX/Skyline, Porsche, Mazda RX7 and RX8, Subaru WRX.

Vehicles with a carrying capacity over 35cwt (1.75 tonne)





Important Notes

21 day money back guarantee during cooling off period By law, insurance policies have a 14 day cooling-off period, during which a policy can be cancelled for any reason with a full

refund, unless of course costs have been incurred or the policy administrator has been consulted about a failure or possible failure. Click4Warranty go further and have extended the cooling off period to a full 21 days.

Refund of premium outside the cooling off period

If you want to cancel outside the 21 day cooling off period, you will only be required to pay the premium, as calculated on a pro-rata daily basis for the time your policy has been in force plus an administration fee - unless of course costs have been incurred or the policy administrator has been consulted about a failure or possible failure.

No service history required to qualify for cover

Servicing requirements are simple, if you don’t have proof of service by a vat registered garage in the last 12 months, or no service history at all, just ensure a service is completed within 21 days or 500 miles (whichever is sooner). We don’t insist on an expensive franchised dealer service either, you can choose to follow the manufacturers service requirements or the alternative five-point service schedule.

Transferring the Warranty

A warranty is a valuable selling tool if you decide to sell your vehicle. The warranty may be transferred to the new owner, simply call us to request the transfer and we will transfer the balance of your policy to the new owner. We do require a £25 contribution from you toward the administration costs. Conditions do apply (for example we cannot transfer the policy if you sell your vehicle to a motor dealer). If you have purchased a replacement vehicle, whilst warranty terms do not permit a change of vehicle, we will always do our best to issue a replacement policy for your new vehicle at little or no cost.

No increase in premium for high mileage vehicles

Most warranty providers penalise high mileage vehicle drivers irrespective of whether a claim is made or not by charging more for the warranty. Click4warranty don’t, instead we require a contribution toward the cost of repairs in the event of a valid claim if your vehicle has covered more than 60,000 miles. This is known as “The Z Scale” and means instead of paying a premium loading at the outset, there is a mileage excess depending on the mileage at time of claim.

Pay monthly You can conveniently spread the balance of your premium over 9 payments, this is not a credit agreement so we will not search the information a credit reference agency holds about you.

Each monthly payment will be applied to the credit/debit card used to pay your deposit. Your monthly payment will be deducted from your assigned card on the 1st day of the month starting the 1st day of the month

following the date the policy was purchased. You do not need to schedule payment, plan payments or make a manual payment on the payment date. You have the right to withdraw from monthly payments by paying any balance owing in full.

Consequences of non-payment

If a payment is not received, your policy will not pay toward the costs of repairs following breakdown of parts listed under the policy type selected by you that occur after any unpaid monthly payment was due and before the monthly payment is paid

We will take action to recover the amount due and you will be charged: £20.00 each time a request is returned unpaid. We will exercise our right of cancellation.

FSCS Financial Services Compensation Scheme

Financial Services Compensation Scheme

The UK’s statutory compensation scheme for customers of authorised financial services firms. The FSCS can pay compensation if a firm is unable, or likely to be unable, to pay claims against it. It is an independent body, set up under the Financial Services and Markets Act 2000 (FSMA), and is funded by a levy on "authorised financial services firms".

FSCS is free to consumers and, since 2001, has helped more than 4.5 million people and paid out more than £26 billion





Claims under the policy Click4warranty claims are processed entirely by phone ensuring a fast, effective and simple claims procedure. Wherever possible, to avoid your being out of pocket, we will settle authorised claims directly with the repairer.

Check your policy type covers the part(s) which have caused the breakdown

Call the Claims Department at the first opportunity if you believe you may need to make a claim

Do not ask the repairer to notify us or the administrator of a claim, this must be done by you the policy holder.

If a repair is started without an authorisation number the costs will be your responsibility and will automatically invalidate

any claim under this policy.

Please ensure you provide your schedule and service records to the repairer.

Approved repairer

Although you are free to use your preferred repairer, as repairs completed by an independent garage do not affect a vehicles service history, when faced with unexpected breakdown policy holders usually opt to use the approved repairer for fast, convenient and reliable repair.

The UKs leading independent garage network with a heritage spanning more than three decades.

Hundreds of repair centres nationwide

Voted “excellent” on Trustpilot* with over 68,000 reviews!

Repairs carried out at the approved repairer are guaranteed for 12 months or 12,000 miles

The claim technician will locate the nearest approved repairer and liaise with them on your behalf.

whenever possible, we settle the bill with them directly so you aren't out of pocket.

Use of own repairer

We appreciate you may have built up a trust with your tried and tested local garage and, as long as they are vat registered, we do indeed provide the option for you to use your own repairer.

Simply contact the Administrator for authority before work starts

This must be done before you give permission to the repairer to carry out any fault finding or remedial work.

Neither the administrator or us accept notification from a repairer of a possible claim.

You are required to ensure the repairer is vat registered and that they follow our claims procedures. We will pay up to a

reasonable repairer retail price for part(s), up to the labour rate of our approved repairer as stated on the website and the

standard ICME mechanical repair times.

You will need to pay for the repair and claim the cost back from the administrator

Complaints Handled By The Financial Ombudsman Service

The Financial Ombudsman Service is funded by the UK's financial services sector through a combination of statutory levies and case fees. These are paid by financial businesses that are regulated by the Financial Conduct Authority (FCA)

Established in 2000, the Financial Ombudsman Service (FOS) was given statutory powers in 2001 by the Financial Services and Markets Act 2000 to help settle disputes between consumers and UK-based businesses providing financial services. The service is free to consumers.

FINANCIAL

OMBUDSMAN

SERVICE





If you have a problem The Click4Group is committed to providing a high-quality service to everyone we deal with. If you feel we have not achieved this, please let us know. Your feedback enables us to monitor and improve the service we provide and we will work to resolve your concerns as quickly as possible Questions or concerns in relation to a claim.

Claims Department 01279 456501 (option 3) Weekdays 9am - 5pm: Saturday 9am - 1pm Autoprotect (MBI) Limited have been appointed by the Insurer and are responsible for all matters relating to claims handling. Warwick House Roydon Road Harlow Essex CM19 5DY Directly authorised and regulated by the Financial Conduct Authority under register number 312143. You can check this on the FCA’s Register by visiting the FCA’s website www.FCA.org.uk or by contacting the FCA on 0800 111 676.

Questions or concerns in relation to the purchase process, policy amendments or policy terms

Click4Group Customer Service 0208 819 3424 (option 3) Weekdays 9:30am - 5pm (4:30 Fridays) Click4Warranty is a trading style of Future 45 Limited and are responsible for policy terms, web-site and sales process Trident Court, 1 Oakcroft Road, Surrey KT9 1BD Directly authorised and regulated by the Financial Conduct Authority under register number 461102 You can check this on the FCA’s Register by visiting the FCA’s website www.FCA.org.uk or by contacting the FCA on 0800 111 676.

Compensation scheme If the Insurer cannot meet their obligations your policy is covered by the Financial Services Compensation Scheme (FSCS). You can get more information about us or from the Financial Services Compensation Scheme Tel: 0800 678 1100

Why our premiums are so affordable Click4Warranty are not a broker, together with our underwriters we have created our policies exclusively for Click4Warranty. Designed to provide comprehensive cover for likely failure directly to the consumer.

Thanks to direct and returning customers, we avoid cost of advertising with "partners", newspapers, motoring sites... a cost that increases premium with no benefit to you!

We don't endorse garages charging outlandishly high labour rates and pushing up the premium to every policy holder We monitor the insured claim fund directly, allowing us to ensure premiums are set correctly in real time No salesman commission, No dealer add-ons, No showroom overheads High sales volume means lower prices

Important Notice This Insurance Summary does not contain the full terms of the Insurance product. For full details of all your policy benefits and the complete terms and conditions

please refer to the Policy document and your Policy Schedule.

Mechanical Breakdown Insurance Policy Driving your vehicle warranty further



Click4Warranty Policy V202005 Page 1 of 16

Click4Warranty welcome you to our growing list of satisfied policy holders since 2004 Your Click4Warranty policy

An Insurance Contract providing cover against the cost of mechanical failure of listed insured parts. We are directly authorised and regulated by the Financial Conduct Authority (FCA). Protected by the Financial Services Compensation Scheme (FSCS). This provides compensation in the event an insurer ceases trading. This

is only available when a firm is regulated by the UK’s financial watchdog the FCA. Comply with the Financial Ombudsman Service (FOS), the independent official body, established by Parliament, for settling disputes

between UK-based financial companies and their customers. Provides accurate information and is designed, delivered, sold and claims administered in ways that comply with the Financial Conduct

Authority’s (FCA) rules. We are proud to offer the only FSCS protected fully Insured Vehicle Warranty with no service history required to qualify for cover (just complete service within 21 days/500 miles of purchase to validate cover ), day 1 cover even for Wear & Tear, failure of insured parts identified during MOT or service and any choice of 1, 2, 3 years cover for cars up to 12yrs/150,000 miles at policy start.

No maximum age or mileage once cover starts No pre-inspection required Claims settled fast, payment direct to repairer wherever possible

Typically, warranties enforce a time/mileage waiting period, with Click4Warranty you are protected from day one*, so if an insured component is found to be faulty valid claims will be authorised, even if failure of the insured part is due to wear and tear. *LIMITATION: In the unlikely event in the first 30 days you make a claim under ECU, air-conditioning, or the electrical system, then there is an early claims excess of 50%. This doesn’t apply after 30 days or to any other listed components. Servicing requirements are simple, if you don’t have proof of service by a vat registered garage in the last 12 months, or no service history at all, just ensure a service is completed within 21 days or 500 miles (whichever is sooner). We don’t insist on an expensive franchised dealer service either, you can either follow the manufacturers service requirements or the alternative five-point service schedule. The safety of our policy holders is paramount, so we don’t insist you have to wait to breakdown to submit a claim; if an insured component is identified during MOT or Service by a qualified engineer as likely to suffer breakdown imminently, valid claims considered in the normal way. As comprehensive as our policies are, they don’t cover everything, and we work to make it easy to find the right Insured Warranty to meet your needs. In accordance with the Insurance Distribution Directive, our policy holders benefit from a simple two-page standardised Insurance Product Information document (IPID) that provides clear information about what's covered and highlights important restrictions and exclusions. Our website is designed to make it easy to determine the cover we provide. These policy terms are available at every step before, during and after purchase and our unique Cover At a Glance page has been designed in response to our customers questions over the years. As well as an FAQ, there are dedicated guides explaining in detail important aspects of the policy including the service requirements, excess, wear and tear, recent claims. Before purchasing your policy, we do ask you confirm you understand the cover you’re buying. If you have any questions, or like the reassurance of speaking with us directly, our non-commission Surrey based consultants are on hand to help. This is an FCA Regulated, Insurance backed, policy. Therefore, if you feel we haven’t provided the service you expected, you’re entitled to complain to the Financial Ombudsman Service and their decision is final and we must abide by it. This means that an independent authority has the final say - not a company employee. Finally, Click4Warranty never charge for policy amendments at any time and we give you 21 days to cancel with full refund (assuming of course you haven’t submitted a claim), thereafter you may qualify for a pro-rata refund of premium. We believe that the quality, flexibility and clarity of our products, along with our customer service associated with all our insurance policies cannot be surpassed.

Welcome to vehicle warranty your way… Welcome to Click4Warranty





YOUR POLICY This POLICY explains exactly what YOU are covered for and contains the Terms & Conditions, YOUR SCHEDULE shows the policy type, term, CLAIM LIMIT, the date the POLICY was purchased and any optional supplementary cover selected by YOU. Please keep all YOUR documents in a safe place.

CLICK4WARRANTY MECHANICAL BREAKDOWN INSURANCE Designed to pay towards the costs associated with sudden mechanical failure

THIS CLICK4WARRANTY POLICY IS SUITABLE FOR: New and used vehicles Vehicles purchased privately or through a trade entity irrespective of how long ago YOU purchased. Under Contract Hire or any style of Leasing Agreement (Excluding vehicles used for hire or reward; as a taxi; self drive hire; by a driving

school; commercial delivery purposes).

YOUR VEHICLE IS ELIGIBLE FOR THIS COVER IF: It is under 12 years old (no age limit once cover starts) It has covered less than 150,000 miles (no mileage limit once cover starts)

Our Promise To You. We will always be fair and reasonable

whenever you have need of the protection of this policy and that we will act quickly to provide that protection.

If you have any questions or would like to make any changes or additions to your policy, please e-mail us.

FSCS Financial Services Compensation Scheme

Financial Services Compensation Scheme

The Financial Services Compensation Scheme (FSCS) which provide compensation in

the event an insurer ceases trading. It is worth noting that this facility is available only

when a firm is regulated by the UK’s financial watchdog the FCA.





GUIDE TO YOUR POLICY

1. General information

2. Definitions

3. Mechanical Breakdown Insurance definition

4. Policy type(s)

5. Extra benefits included in your policy

6. Excess

7. Cover included when using your vehicle abroad

8. Cover provided for imported vehicles

9. Four wheel drive (4x4) vehicles

10. What we pay for

11. What this Mechanical Breakdown Insurance does not cover

12. How to make a claim

13. Emergency repairs

14. Inspection by independent engineer

15. Servicing your vehicle

16. Your cancellation rights

17. Our cancellation rights

18. Duty of care

19. Material information

20. Contribution applied if covered by other insurance

21. The law applicable to this policy

22. Insurers rights

23. Arbitration

24. Renewal

25. Transferring the policy

26. Compensation scheme

27. Our promise of good service





1: GENERAL INFORMATION This POLICY document

Provides full details of the cover provided and all the exclusions. WE recommend YOU take a moment to read through these in conjunction with YOUR SCHEDULE to see exactly what is covered. Each section is numbered to make it easy to find the information YOU need. “How to make a claim” provides a step by step guide of what to do if YOU need to make a claim and contains all the phone numbers YOU need.

Insurance Product Information Document (IPID)

Click4Warranty policies are insurance contracts, therefore in accordance with the Insurance Distribution Directive, our policy holders benefit from a standardised IPID. A simple two page document that provides clear information about all levels of cover, what's covered, restrictions and exclusions to help our customers make informed decisions.

Policy Summary

A summary of YOUR cover that provides a quick reference to all the key features and benefits of YOUR Click4Warranty Mechanical Breakdown Insurance.

2: DEFINITIONS The words or expressions detailed below will have the following meaning wherever they appear in the POLICY or SCHEDULE:

ADMINISTRATOR Autoprotect (MBI) Limited, who is the administrator on behalf of the INSURER for all sections of this policy and whose offices are situated at Warwick House Roydon Road Harlow Essex CM19 5DY Tel 01279 456501. Autoprotect MBI are authorised and regulated by the Financial Conduct Authority under register number 312143. You can check this on the FCA’s Register by visiting the FCA’s website www.FCA.org.uk or by contacting the FCA on 0800 111 676. Autoprotect (MBI) Limited deal with all administrative matters relating to claims handling.

BREAKDOWN The actual and sudden mechanical failure of any PART(s), causing a sudden stoppage of its function and which necessitates repair or replacement to resume those functions.

CLAIM LIMIT The maximum amount that can be claimed per BREAKDOWN as stated on the SCHEDULE. This POLICY provides an unlimited number of claims during the PERIOD OF COVER up to the Glass’s Guide retail value of YOUR VEHICLE at time of claim. If the policy type states a maximum benefit for a specific BREAKDOWN then the lower limit will be applied.

EXCESS Total amount YOU must pay under the terms of this POLICY. Any EXCESS will be calculated and deducted from the any claim benefit prior to settlement of any valid claim.

GEOGRAPHICAL LIMITS The area in which this POLICY is effective and includes Great Britain, Northern Ireland and Channel Islands plus any additional area detailed under “Cover included when using YOUR VEHICLE abroad”.

INCEPTION The date the POLICY was purchased or, in the case of a VEHICLE purchased with a manufacturers’ guarantee or warranty, from the date commencing immediately after expiry of the manufacturers’ guarantee or warranty period.

INSURER Red Sands Insurance Company (Europe) Limited whose registered office is Level 3, Ocean Village Business Centre, 23 Ocean Village Promenade, Gibraltar. Red Sands Insurance Company (Europe) Limited is registered in Gibraltar with company registration number 87598.

PART Any mechanical, electrical and electronic PART(s) which formed part of the VEHICLE when it was new.

PERIOD OF COVER From INCEPTION for the term as stated on the SCHEDULE or when YOUR VEHICLE has covered the maximum mileage or reached the maximum age as stated on the POLICY.

POLICY This document which contains the terms and conditions of YOUR Mechanical Breakdown Insurance.

REPAIRER Any VAT registered business providing car repair services on a full time basis.

SCHEDULE Declaration and additional information submitted by YOU or on YOUR behalf which shows the term, CLAIM LIMIT, date the POLICY was purchased and Optional Supplementary Cover for the policy type selected by YOU.

SERVICING HANDBOOK The handbook which the manufacturer issued with the VEHICLE when it was new and contains details as to the servicing and maintenance the manufacturer recommends for the VEHICLE.

VEHICLE The VEHICLE specified in the SCHEDULE and which is less than 12 years old and has covered less than 150,000 miles at INCEPTION.

WE, US, OUR The INSURER Red Sands Insurance Company (Europe) Limited, Level 3, Ocean Village Business Centre, 23 Ocean Village Promenade, E-mail: [email protected]

WEAR AND TEAR The expected gradual reduction or deterioration in operating performance and/or function of any PART(s) due to the age and/or mileage and/or usage of the VEHICLE.

YOU, YOUR, YOURSELF The person or company specified on the SCHEDULE.





3: MECHANICAL BREAKDOWN INSURANCE DEFINITION This POLICY is designed to pay towards the costs of PART(s) and labour for repairs following BREAKDOWN of PART(s), up to the CLAIM LIMIT

and listed under the policy type selected by YOU and stated on the SCHEDULE. All policy types may be extended to include the benefits listed under “Optional Supplementary Cover”.

4: POLICY TYPE(S) All policy types provide cover, from day one, toward the cost of the repair or replacement of the PART(s) listed under the policy type selected

by you; due to BREAKDOWN, sudden mechanical failure due to WEAR AND TEAR, or identified as likely to suffer imminent breakdown by a suitably qualified engineer during routine service or MOT. Here WE list in full the PART(s) covered under the terms of each policy type.

4.1 THREE STAR POLICY Designed to provide affordable cover toward the cost of repair or replacement of the most essential vehicle components. ENGINE The rocker assembly, including hydraulic followers, inlet and exhaust valves [not burnt valves], inlet and exhaust valve springs and guides,

cylinder head [not cracks and de-coking or porous heads], cylinder head gasket [except skim], push rods, camshaft and followers, timing gears and chains [excluding tensioner], oil pump, pistons and rings, cylinder bores [excluding porous bores], con rods, gudgeon pins and bearings, crankshaft and bearings, inlet manifold, flywheel and ring gear, timing belts are covered as long as they have been change in accordance with the manufacturers schedules. In the event of a claim YOU will be required to provide proof that the timing belts have been changed in line with the manufacturer’s schedules. Failure to do so may invalidate YOUR claim.

MANUAL GEARBOX Internal gears, internal shaft, synchromesh hubs, selectors, bearings and bushes and transfer gears. AUTOMATIC GEARBOX Internal shafts, gears, clutches, brake band, valve block, governor, oil pump, bearings and bushes, servo, drive plate and transfer gear. DIFFERENTIAL Internal crown wheel and pinion, gears, shaft, bearings and bushes, thrust washers and spacer. CONTINUOUSLY VARIABLE TRANSMISSION CTX Internal clutches, planetary gears, reduction gears, shafts, variable pulleys, thrust link drives, internal seals, bushes and bearings. PROPSHAFT Universal joints and couplings. TORQUE CONVERTER Failure of any internal mechanical PART(s). WHEEL BEARINGS Front and rear drive axle wheel bearings. ENGINE COOLING SYSTEM Viscous fan coupling. CASINGS If any of the covered PART(s) fail and this damages the casings, the casing will also be covered.





4.2 FOUR STAR POLICY Provides extensive affordable cover toward the cost of repair or replacement of a wide ranging list of universal vehicle components. ENGINE: The rocker assembly, including hydraulic followers, inlet and exhaust valves [not burnt valves], inlet and exhaust valve springs and guides, cylinder head [not

cracks and de-coking or porous heads], cylinder head gasket [except skim], push rods, camshaft and followers, timing gears and chains [excluding tensioner], oil pump, pistons and rings, cylinder bores [excluding porous bores], con rods, gudgeon pins and bearings, crankshaft and bearings, inlet manifold, flywheel

and ring gear. Timing belts are covered provided that they have been changed in accordance with the manufacturers’ schedules. In the event of a claim YOU will be required to provide proof that the timing belts have been changed in accordance with the manufacturers’ schedules. Failure to do so may invalidate YOUR claim.

MANUAL GEARBOX: Internal gears, internal shaft, synchromesh hubs, selectors, bearings and bushes and transfer gears.

AUTOMATIC GEARBOX: Internal shafts, gears, clutches, brake band, valve block, governor, oil pump, bearings and bushes, servo, drive plate and transfer gear.

DIFFERENTIAL: Internal crown wheel and pinion, gears, shaft, bearings and bushes, thrust washers and spacer.

CONTINUOUSLY VARIABLE TRANSMISSION CTX: Internal clutches, planetary gears, reduction gears, shafts, variable pulleys, thrust link drives, internal seals, bushes and bearings.

PROPSHAFT: Universal joints and couplings.

TORQUE CONVERTER: Failure of any internal mechanical PART(s).

WHEEL BEARINGS: Front and rear drive axle wheel bearings.

ENGINE COOLING SYSTEM: Viscous fan coupling, water pump, thermostat housing, thermostat.

CLUTCH: Centre plate, pressure plate, release bearing, oil contamination [centre plate only], master and slave cylinders.

FUEL SYSTEM [DIESEL AND PETROL]: Carburettors, mechanical or electrical fuel pumps and injection pump are covered up to a maximum of £100 per claim including VAT.

BRAKES: Brake master cylinder, wheel cylinders, restrictor valve, brake caliper seals and Servo are covered up to a maximum of £100 per claim including VAT.

STEERING [INCL. POWER ASSISTED STEERING]: Steering rack and pinion [not gaiters], steering box, idler box, power steering rack and pump.

ELECTRICAL SYSTEM: Starter motor and solenoid including pre-engagement mechanism and bendix drive, alternator, diode pack, coil voltage regulator, indicator relay, front windscreen wiper and washer motors are covered up to a maximum of £100 per claim including VAT.

FRONT AND REAR SUSPENSION: Coil springs.

CASINGS: If any of the covered PART(s) fail and this damages the casings, the casings will also be covered.

WORKING MATERIALS: Oils, oil filter, anti-freeze and working materials are covered only if it is essential to replace them because of the failure of a PART(s) which is covered under

this POLICY.





4.3 FIVE STAR POLICY OUR most comprehensive policy provides peace of mind for todays motorist and helps with bills that arise when extensive mechanical or

electrical faults require expert repair. ENGINE: The rocker assembly, including hydraulic followers, inlet and exhaust valves [not burnt valves], inlet and exhaust valve springs and guides,

cylinder head [not cracks and de-coking or porous heads], cylinder head gasket [except skim], push rods, camshaft and followers, timing gears and chains [excluding tensioner], oil pump, pistons and rings, cylinder bores [excluding porous bores], con rods, gudgeon pins and bearings, crankshaft and bearings, inlet manifold, flywheel and ring gear. Timing belts are covered provided that they have been changed in accordance with the manufacturers schedules. In the event of a claim YOU will be required to provide proof that the timing belts have been changed in accordance with the manufacturers schedules. Failure to do so may invalidate YOUR claim.

MANUAL GEARBOX: Internal gears, internal shaft, synchromesh hubs, selectors, bearings and bushes and transfer gears. AUTOMATIC GEARBOX: Internal shafts, gears, clutches, brake band, valve block, governor, oil pump, bearings and bushes, servo, drive plate and transfer gear. DIFFERENTIAL: Internal crown wheel and pinion, gears, shaft, bearings and bushes, thrust washers and spacer. CONTINUOUSLY VARIABLE TRANSMISSION CTX: Internal clutches, planetary gears, reduction gears, shafts, variable pulleys, thrust link drives, internal seals, bushes and bearings. PROPSHAFT: Universal joints and couplings. TORQUE CONVERTER: Failure of any internal mechanical PART(s). CASINGS: If any of the covered PART(s) fail and this damages the casings, the casings will also be covered. WHEEL BEARINGS: Front and Rear Drive Axle Wheel bearings, Both front and rear wheel bearings. ENGINE COOLING SYSTEM: Viscous fan coupling, water pump, thermostat housing, thermostat, heater matrix, Radiator, oil cooler. WORKING MATERIALS: Oils, oil filter, anti-freeze, working materials are covered only if it is essential to replace them because of the failure of a PART(s) which is

covered under this POLICY. CLUTCH: Centre plate, pressure plate, release bearing, oil contamination [centre plate only], master and slave cylinders, labour costs included. FUEL SYSTEM [DIESEL AND PETROL]: Carburettors, mechanical or electrical fuel pumps, injection pump, automatic choke, lift pump, tank sender unit. BRAKES: Brake master cylinder, Wheel cylinders, restrictor valve, brake caliper seals, Servo. STEERING [INCL. POWER ASSISTED STEERING]: Steering rack and pinion [not gaiters], steering box, idler box, power steering rack and pump, power steering reservoir.





4.3 FIVE STAR POLICY Cont’d. ELECTRICAL SYSTEM: Starter motor and solenoid including pre-engagement mechanism and bendix drive, alternator, diode pack, coil voltage regulator, indicator

relay, front windscreen wiper and washer motors, rear windscreen wiper and washer motors, window and sun roof motors, indicator flasher relay, electric window switches, sunroof switch, centralised locking, heater fan motor, distributor, electronic ignition amplifier, thermostatically-controlled radiator fan motor, horn and multi-function stalk switch.

FRONT AND REAR SUSPENSION: Coil springs, Hydrolastic displacers and hydropneumatic spheres, upper and lower wishbones, ball and swivel joints. ENGINE MANAGEMENT (ECU): Engine electronic control unit. FUEL INJECTION SYSTEMS: Throttle body, airflow meter, idle control valve, cold start valve, warm up regulator, overrun cut off valve, throttle potentiometer, fuel

accumulator, pressure regulator, map sensor [not injectors and heater plugs]. FRONT WHEEL DRIVE: Drive shafts including constant velocity joints universal joints and couplings [not gaiters]. REAR-WHEEL DRIVE: Half shafts, rear-wheel external drive shafts including constant velocity joints, universal joints and couplings [not gaiters]. 4.4 OPTIONAL SUPPLEMENTARY COVER Designed to give flexible appropriate cover for each policy type. These benefits apply only if selected by YOU and noted on the SCHEDULE

and the additional premium has been paid by YOU.

4.4.1 TURBO CHARGER [FACTORY FITTED]: The turbo charger unit is covered if the extra premium has been paid by YOU and cover is specified on YOUR SCHEDULE. 4.4.2 FOUR WHEEL DRIVE:

All four wheel drive components are covered if the extra premium has been paid by YOU and cover is specified on YOUR SCHEDULE.

4.4.3 AIR CONDITIONING (FACTORY FITTED):

The air conditioning compressor unit is covered if the extra premium has been paid by YOU and cover is specified on YOUR SCHEDULE.

4.4.4 ANTI LOCKING BRAKE SYSTEM (ABS) (FACTORY FITTED):

The ABS modulator and sensors will be covered if the extra premium has been paid by YOU and cover is specified on YOUR SCHEDULE.





5: EXTRA BENEFITS INCLUDED IN YOUR POLICY The benefits of replacement car hire, recovery, overnight accommodation and rail fare expenses apply to all policy type(s) in the event of a

BREAKDOWN resulting in a valid claim and YOU are stranded with YOUR VEHICLE. The benefit will constitute part of the total claim and is limited to the CLAIM LIMIT as stated on the POLICY SCHEDULE. YOU must obtain telephonic approval from the ADMINISTRATOR before YOU claim use of these Extra Benefits and YOU will need to provide receipts. Benefits are inclusive of VAT.

5.1 REPLACEMENT CAR HIRE WE will pay up to £30 a day towards the cost of a replacement vehicle whilst YOUR VEHICLE is being repaired but not including fuel,

insurance, motoring fines and congestion charges. YOU are responsible for the first 24 hours that YOU cannot use YOUR own VEHICLE. After this period, YOU can claim for a replacement vehicle for up to 7 days and a maximum of £210. YOU cannot claim for replacement car hire in respect of any lack of availability of the correct part(s), any delay in part(s) transportation, any delay the REPAIRER may have in commencing repairs including any time waiting for the ADMINISTRATORS independent engineer (when appointed) to attend and inspect the VEHICLE or any delay in finding a suitable REPAIRER.

5.2 RECOVERY WE will pay up to a maximum of £100 towards the cost of recovery (shown on a receipt from a VAT registered breakdown recovery

company) to the repairing garage if the VEHICLE is immobile, or if continued driving of the VEHICLE could cause danger or further damage. This only applies if YOU were not previously covered by any other recovery membership service.

5.3 OVERNIGHT ACCOMMODATION AND RAIL FARES WE will pay up to £60 towards hotel expenses or a return rail ticket. YOU cannot claim for the cost of meals and drinks.

6: EXCESS 6.1 VEHICLES UNDER 60,000 MILES

The low standard EXCESS only, the first £10 of any claim

6.2 VEHICLE AGE The age of YOUR VEHICLE does not affect the EXCESS of any claim

6.3 VEHICLES OVER 60,000 MILES If YOUR VEHICLE has covered more than 60,000 miles since date of first registration at INCEPTION, the protection of the POLICY applies

from day one for BREAKDOWN and BREAKDOWN due to WEAR & TEAR. The table below shows the EXCESS payable by YOU if YOUR VEHICLE has covered more than 60,000 miles since the date of first registration

at point of BREAKDOWN or BREAKDOWN due to WEAR & TEAR.

Up to 60,000 miles at point of BREAKDOWN ................ 0% Up to 70,000 miles at point of BREAKDOWN .............. 10% Up to 80,000 miles at point of BREAKDOWN .............. 20% Up to 90,000 miles at point of BREAKDOWN .............. 30% Up to 100,000 miles at point of BREAKDOWN .............. 40% Over 100,000 miles at point of BREAKDOWN .............. 50%

7: COVER INCLUDED WHEN USING YOUR VEHICLE ABROAD This POLICY is valid for up to 60 days per annum [pro rata] for driving in the Republic

of Ireland and mainland Europe. Payments will be limited to those levels outlined in this POLICY. These benefits will not be provided if the failure is not covered by the policy type selected by YOU.

8: COVER PROVIDED FOR IMPORTED VEHICLES This POLICY provides cover for “Parallel Import” vehicles (vehicles that have been produced for a European Member State and that conform to

European Wide Type Approval). Cover is not provided by this POLICY for “Grey Imports” (a vehicle that does not comply with European Union vehicle type specification and which is imported from outside the UK, usually Japan).





9: FOUR WHEEL DRIVE (4x4) VEHICLES All four wheel drive components are covered if the extra premium has been paid by YOU and cover is specified on YOUR SCHEDULE. If YOUR

VEHICLE is four wheel drive and YOU have not selected the Four Wheel Drive optional supplementary cover and paid the extra premium then this POLICY specifically excludes any PART which also has a counterpart component and is different to that of the standard model and YOU will not be entitled to receive an indemnity in respect thereof.

10: WHAT WE PAY FOR Should a BREAKDOWN occur to PART(s) and a valid claim is authorised, WE will pay towards the cost of PART(s) and labour for the repair or

replacement of PART(s) listed in the policy type selected by YOU subject to the CLAIM LIMIT. Please refer to YOUR SCHEDULE to confirm the policy type and CLAIM LIMIT YOU have selected and the particular section within this POLICY

detailing the PART(s) together with any Optional Supplementary Cover YOU have selected. The labour content of any claim will be commensurate with the labour rate of OUR approved REPAIRERS as stated on the web site and the

standard ICME mechanical repair times. WE will authorise up to a reasonable REPAIRER’S retail price for PART(s). WE may insist that the REPAIRER uses exchanged or reconditioned PART(s) to effect a repair.

The maximum amount payable per claim will be subject to the CLAIM LIMIT selected (less any applicable EXCESS) and in aggregate the value of

the VEHICLE at time of claim. If YOU are VAT registered WE will not reimburse YOU in respect of the VAT portion of any claim. 11: WHAT THIS MECHANICAL BREAKDOWN INSURANCE DOES NOT COVER This POLICY specifically excludes the following and YOU will not be entitled to receive an indemnity in respect thereof:

11.1 Any claim which is reported to the ADMINISTRATOR more than 14 days after the relevant fault is discovered.

11.2 The first £10 of any claim.

11.3 Diagnosis costs.

11.4 VEHICLE structure (e.g. bodyworks, sills, sub-frame mounts), paintwork, bodywork, hinges, catches, all glass, mirrors, dashboard, interior or exterior trim, key locks, airbags and control systems, wheels, tyres, electrical wiring, burnt out valves, cracked and pourus engine block or cylinder head, cylinder head skimming, combustion chamber carbon build up, clutch friction material, electrical connectors, fuses, fuel lines and joints, fuel tank, hoses, shock absorbers, parts not fitted as standard or equipment not approved by the manufacturer.

11.5 Abarth, All American, Australian and Canadian vehicles (unless built for the UK market), stretched limousines, Aston Martin, Bentley, Bristol, Bugatti, Caterham, Daimler 12 cylinder models, De Tomaso, electric or hybrid powered vehicles, any vehicle not taxed and legal for use on a public highway with a minimum of 28 days remaining on a valid MOT certificate at time of cover, Ferrari, Ford Cosworth, Honda NSX, Hummer, Jaguar vehicles over 4000cc, Kit Cars, Lamborghini, Lancia Delta Integrale/8.32, LCC Rocket, Mercedes AMG, Lotus, LPG powered vehicles, Marcos, Maserati, McLaren F1, Mitsubishi 3000 GT, Morgan, Nissan 300ZX/Skyline, Noble, Panther, Porsche, Rolls Royce, Mazda RX7 and RX8, Subaru WRX, TVR, Venturi, Westfield, any VEHICLE 5000cc or over.

11.6 Vehicles which are owned temporarily, permanently or in the custody or control of a business set up to sell or service motor vehicles.

11.7 The subjecting of the VEHICLE to a load greater than that permitted by the manufacturer’s recommendations.

11.8 Vehicles that are or have been used for hire or reward, as a taxi, self drive hire, by a driving school, commercial delivery purposes such as dispatch or delivery courier; with a carrying capacity exceeding 35cwt, service vehicles (police, ambulance etc.), used for any kind of competitive purposes, off road use, customised or fitted with equipment not approved by the manufacturer.

11.9 Ancillary components or equipment not listed under PART(s) covered section.





11: WHAT THIS MECHANICAL BREAKDOWN INSURANCE DOES NOT COVER Cont’d… 11.10 BREAKDOWN or damage to PART(s) (whether insured or not) caused by or arising from overheating, corrosion, frost, water, freezing

liquids, abuse, oxidisation, not having the VEHICLE serviced in line with the conditions of this POLICY, not maintaining the VEHICLE as set out in the SERVICING HANDBOOK, blockages, build up of contaminants, sludge or silt, or other foreign or waste matter that has prevented the PART(s) from working properly, the gradual reduction in operating performance commensurate with the age and mileage covered by the VEHICLE including but not limited to the gradual loss of engine compression necessitating the repair of valves or rings, gradual increase in oil consumption due to normal operating functions.

11.11 Damage to an insured PART(s) caused by BREAKDOWN of excluded PART(s), any form of consequential loss whatsoever.

11.12 Loss, destruction of or damage to any insured PART(s) or property (or any loss, expense or legal liability this leads to) directly or indirectly caused by, arising from or contributed to by theft or attempted theft; malicious intent or vandalism, earthquake, fire, flood, frost, lightning, storm, water damage, any explosive, any civil commotion, hostilities (whether war be declared or not), aircraft or other aerial devices or articles dropped there from or any extreme cause; sonic booms; any nuclear waste from the burning of nuclear fuel; ionizing radiation, nuclear component, nuclear radiation, the radioactive toxic explosive or other hazardous properties of any explosive nuclear assembly; self-ignition; confiscation or detention by customs or other officials or authorities, lockout.

11.13 Routine adjustments and service items that have not suffered a BREAKDOWN and are simply replaced at the time of service or MOT including but not limited to air filters, antifreeze, batteries, belts, brake discs and drums, brake pads, brake shoes, bulbs, condenser, distributor cap, drums, exhaust system including catalytic converter, fan belts, filter parts, fluids, high-tension leads, points, rotor arm, spark plugs, tyres, wiper blades and any other parts listed within the manufacturer’s vehicle SERVICING HANDBOOK.

11.14 Repairing or replacing PART(s) which the ADMINISTRATOR believes were faulty or could have been identified by a suitably qualified engineer as being faulty before this POLICY started.

11.15 Any claim that falls within the scope of YOUR Road Traffic Insurance (motor insurance policy covering the VEHICLE).

11.16 Investigatory or remedial work commenced before authorisation by US.

11.17 BREAKDOWN or damage caused by the use of incorrect fuel, oil, lubricant, coolant or any other fluid.

11.18 Loss or damage where the milometer has been tampered with, altered or disconnected.

11.19 Repair, replacement, loss, damage or liability covered by any other warranty, guarantee or goodwill settlement, components subject to recall or repair or replacement by the manufacturer or attributable to a manufacturer’s design defect.

11.20 Any external oil leaks other than those oil leaks that are specifically covered.

11.21 Faults, alterations, repairs, modifications, replacements, damage or consequential loss arising from poor workmanship, faulty PART(s), errors, viruses, omissions, faults in any application or systems software due to the VEHICLE’s operating systems’ failure to recognise any date change.

11.22 Burnt or worn-out clutch parts and the build-up of carbon deposits (including burnt or carbonised valves and removing carbon deposits).

11.23 Any liability for death, bodily injury or loss of or damage to property other than the insured components or loss of use or any consequential loss of whatsoever nature.

11.24 Costs incurred prior to YOU being issued with a claim authorisation number.

11.25 Any claim arising due to non compliance with Paragraph 14.

11.26 If YOU make a valid claim against this POLICY for BREAKDOWN of PART(s) listed under engine management (ecu), air conditioning and electrical system within 30 days of INCEPTION then YOU will be required to pay an early claim EXCESS of 50% and the ADMINISTRATOR reserves the right to direct or redirect a claim to one of their approved repairers in order for repairs to be completed. This early claim EXCESS does not apply after 30 days or to any other PART(s) covered by this POLICY





12: HOW TO MAKE A CLAIM Claims are processed entirely by phone, ensuring a fast, effective and simple claim procedure. Wherever possible, to avoid YOUR being out of

pocket, WE will settle authorised claims directly with the REPAIRER. Please ensure YOU follow the claims procedure, if YOU do not, WE may not pay YOUR claim.

STEP ONE: NOTIFY US Telephone the ADMINISTRATOR 01279 456501 (option 3), the ADMINISTRATOR will make a note of YOUR claim and advise YOU of the

location of YOUR nearest approved REPAIRER. IMPORTANT: In order for US to pay the approved REPAIRER directly, YOU (not the REPAIRER) must notify the ADMINISTRATOR of

YOUR claim. This must be done before YOU give permission to a REPAIRER to carry out any fault finding or remedial work. Notification from a REPAIRER of a possible claim will not be accepted by US or the ADMINISTRATOR.

STEP TWO: CONTACT THE REPAIRER Book YOUR VEHICLE in with the REPAIRER and give YOUR permission to carry out any fault finding/diagnosis or dismantling necessary. STEP THREE: REPAIRER OBTAINS AUTHORITY Once YOUR VEHICLE, SCHEDULE and service records have been handed to the REPAIRER they will contact the ADMINISTRATOR to

request approval for repairs. STEP FOUR: AUTHORITY FOR CLAIM VALUE If YOUR claim is accepted, an authorisation number will be issued to the REPAIRER for the amount that will be paid under this POLICY.

YOU are responsible for paying any amount the REPAIRER charges over and above the authorised amount. STEP FIVE: PAYMENT OF THE CLAIM On completion of the repairs, the REPAIRER must submit an invoice directly to the ADMINISTRATOR. The invoice must clearly show the

authorisation number given, details of who WE should pay and contain full details of the repairs, including details of all PART(s) used, labour and VAT. The ADMINISTRATOR may also need to see YOUR original service invoices.

The authorisation number will only be effective for 90 days from the date it was issued and no payments will be made in respect of the authorisation number after the expiry of the 90 day period.

TO ALLOW YOUR CLAIM TO BE DEALT WITH EFFICIENTLY PLEASE OBSERVE THE FOLLOWING POINTS.

1. Check YOUR policy type covers the PART(s) which have caused the BREAKDOWN. 2. Call the ADMINISTRATOR at the first opportunity if YOU believe YOU may need to make a claim. 3. Do not ask the REPAIRER to notify US or the ADMINISTRATOR of a claim, this must be done by YOU the policy holder. 4. If a repair is started without an authorisation number the costs will be YOUR responsibility and will automatically invalidate any

claim under this POLICY. 5. Please ensure YOU provide YOUR SCHEDULE and service records to the REPAIRER.

USE OF OWN REPAIRER If YOU choose to nominate YOUR own REPAIRER, YOU (not the REPAIRER)

must notify the ADMINISTRATOR of YOUR claim. This must be done before YOU give permission to the REPAIRER to carry out any fault finding or remedial work. Neither the ADMINISTRATOR or US accept notification from a REPAIRER of a possible claim.

YOU are required to ensure the REPAIRER is VAT registered and that they follow OUR claims procedures. WE will pay up to a reasonable REPAIRER retail price for PART(s), up to the labour rate of OUR approved REPAIRER as stated on the website and the standard ICME Mechanical Repair Times.

Please note that YOU will need to pay for the repair and claim the cost back from the ADMINISTRATOR.





13: EMERGENCY REPAIRS If YOU find YOURSELF in the situation of having to carry out repairs in an emergency situation, such as when YOUR VEHICLE is attended to by

the AA or other recovery organisation, as a result of a BREAKDOWN at a time when the claims office is closed, then YOU should: 1. Retain any parts removed from YOUR VEHICLE for inspection 2. Obtain a VAT receipt from the REPAIRER displaying YOUR VEHICLE details, the details of the repair including the cost of any PART(s)

and labour, the time and date the repair was diagnosed and carried out. 3. YOU should then contact the ADMINISTRATOR at the earliest opportunity.

14: INSPECTION BY INDEPENDENT ENGINEER WE reserve the right to subject the VEHICLE and or failed PART(s) to expert assessment by an independent engineer before WE authorises any

claim. If WE do this, WE are not responsible for any loss arising from any possible delay. If a repair is started without an authorisation number the costs of the repairs will be YOUR responsibility and will automatically invalidate any claim under this POLICY.

Should an independent engineer be unable to identify the failed PART(s) and/or the cause of and/or reason for the failure and where the REPAIRER recommends that PART(s) are replaced WE will only accept and authorise the cost of such repairs after:

a) such repairs have been carried out; and b) after such repairs are proved to have been successful; and c) where more than one PART has been replaced

WE will pay up to a reasonable REPAIRER retail price for PART(s), up to the labour rate of the approved REPAIRER as stated on the Click4Warranty website and the standard ICME Mechanical Repair Times repair times. Please note that YOU will need to pay for the repair and claim the cost back from US.

15: SERVICING YOUR VEHICLE

YOU are required to ensure and maintain the servicing of YOUR VEHICLE by a VAT-registered garage. 15.1 SERVICE REQUIREMENT:

15.1.1 Following the service schedule as defined in the SERVICING HANDBOOK OR 15.1.2 At intervals of 6 months or 6,000 miles (whichever is the sooner)

a) Change engine oil and filter. b) Check oil levels in the gearbox and differential and top up where necessary. c) Check coolant level and anti-freeze/inhibitor strength. Top up where necessary. d) Check timing belt [if fitted] and renew if necessary. e) Brake fluid must be replaced in accordance with the manufacturer’s recommendation.

15.2 SERVICE TIMING: Within 21 days or 500 miles (whichever is sooner) of the due timing.

15.3 PROOF OF SERVICING: Acceptable proof of servicing is either the VEHICLE SERVICING HANDBOOK correctly stamped and completed by a VAT registered garage or fully detailed VAT service invoice(s) indicating servicing dates and mileages.

15.4 SERVICE HISTORY AT INCEPTION:

15.4.1 Complete service history Where the service schedule has been carried out by a vat registered garage and has been correctly stamped and completed in the VEHICLE SERVICING HANDBOOK or fully detailed VAT service invoice(s) indicating servicing dates and mileages are provided, continue to follow the service standards set out in paragraph 15.1 of this POLICY

15.4.2 Partial Service History Where a service has been carried out in the last 12 months by a vat registered garage following the manufacturers service requirements continue to follow the service standards set out in paragraph 15.1 of this POLICY

15.4.3 No Service History If incomplete or no previous servicing details are available for the VEHICLE at INCEPTION of this POLICY then a service, in accordance with service standards set out in paragraph 15.1 of this POLICY, must be carried out within 21 days or 500 miles of INCEPTION (whichever is sooner).





15: SERVICING YOUR VEHICLE Cont’d.. 15.5 FAILURE TO MEET THE SERVICE STANDARDS:

Failure to maintain and provide proof that the service standards set out in paragraph 15.1 of this POLICY have been met will invalidate this POLICY.

15.6 TIMING BELTS (OTHERWISE KNOWN AS CAMSHAFT DRIVE BELTS): If YOUR VEHICLE has a timing belt, please make sure that it is in good condition and that it is checked and changed in line with the manufacturer’s recommendations. If the timing belt breaks it can cause serious and unnecessary engine damage and inconvenience. No responsibility will be accepted for damage caused

16: YOUR CANCELLATION RIGHTS If, after buying YOUR POLICY and having read the terms and conditions in full, YOU decide it no longer suits YOUR needs, YOU may cancel it at

any time. WE would like to make YOU aware of different circumstances that could affect the amount of premium returned to YOU. 16.1 WITHIN THE 21 DAY COOLING-OFF PERIOD If YOU cancel the POLICY within the first 21 days of receiving YOUR POLICY documents (known as the “cooling-off period”) YOU will

receive a full refund of any premium YOU have paid, except. 16.1.1 when WE have authorised a claim, or incurred costs in relation to a claim, then YOU will not receive a refund of any premium

YOU have paid and the full premium for the term will be due. 16.1.2 when YOU have consulted with the ADMINISTRATOR in relation to a claim, failure or possible failure that does not result in a

successful claim, YOU will receive a full refund of any premium YOU have paid after deducting an administration fee of £50.

16.2 OUTSIDE THE 21 DAY COOLING-OFF PERIOD If YOU want to cancel YOUR POLICY outside of the 21 day cooling off period, YOU will only be required to pay the premium, as

calculated on a pro-rata daily basis for the time the POLICY has been in force and subject to the following: 16.2.1 If YOU pay by monthly instalments and the premium paid to date is lower than the total due for the time the POLICY has been

in force, then YOU will be required to pay the additional amount. 16.2.2 If the ADMINISTRATOR has been consulted in relation to a claim, failure or possible failure, that does not result in a successful

claim and costs have not been incurred, YOU will be entitled to a refund in full of any premium paid greater than the premium calculated on a pro-rata daily basis, for the time the POLICY has been in force.

16.2.3 If WE have authorised a claim, or incurred costs in relation to any claim, then YOU will not receive a refund of any premium. 16.2.4 An administration fee of £50

17: OUR CANCELLATION RIGHTS WE reserve the right to cancel YOUR POLICY at any time. WE would like to make YOU aware of the different circumstances that could affect

the cancellation notice period and amount of any premium which may be returned to YOU. 17.1 Where a POLICY is purchased intentionally, or unintentionally, for a vehicle excluded by the POLICY terms, YOUR POLICY will be

cancelled ab initio (from the inception date) and any premium paid by YOU will be refunded in full.

17.2 Where there is valid reason to do so, WE may at any time cancel YOUR POLICY and will provide YOU with 14 days’ notice in writing to the last known email address on YOUR account.

In the event of cancellation YOU may be entitled to a proportionate rebate of premium in respect of the unexpired PERIOD OF COVER. OUR reasons for cancelling YOUR POLICY may include but are not limited to:

17.2.1 non-compliance with POLICY terms and conditions; 17.2.2 YOU have provided false or misleading information in response to any questions; 17.2.3 threatening or abusive behaviour; 17.2.4 in order to comply with any applicable laws or regulations; 17.2.5 where YOU or someone acting on YOUR behalf deliberately tell US something which is untrue or misleading or WE can

demonstrate, from the relevant circumstances, that reasonable care was not taken to ensure statements made to US were true;

17.2.6 where there is evidence of dishonesty or deceitful behaviour by YOU or someone acting on YOUR behalf in relation to the cover provided under YOUR POLICY;

17.2.7 where YOU have elected to pay YOUR premium by monthly instalments and a payment remains unpaid; 17.2.8 if YOU do not pay the premium.





18: DUTY OF CARE WE will not pay for repairs that are necessary because YOU have not looked after YOUR VEHICLE properly. Do not continue to drive if YOUR

VEHICLE is faulty, YOU should do all YOU reasonably can to protect YOUR VEHICLE from further damage. 19: MATERIAL INFORMATION The information that YOU have provided to US forms the basis of this insurance contract. It is very important that the information given to US

is correct. It is YOUR responsibility to take reasonable care not to make a misrepresentation to US when YOU take out YOUR insurance policy and when notifying US of any change to the information that has been provided. Please note that if YOU make a misrepresentation to US this could invalidate YOUR insurance cover, resulting in YOUR claim not being paid in full.

20: CONTRIBUTION APPLIED IF COVERED BY OTHER INSURANCE If at the occurrence of a claim there exists any other insurance or warranty entitling YOU to indemnity then this POLICY shall only contribute its

rateable proportion of such loss. 21: THE LAW APPLICABLE TO THIS POLICY YOU are free to choose the law applicable to this POLICY. Unless YOU and WE have agreed otherwise YOUR POLICY will be governed by the

law of England and Wales. 22: INSURERS’ RIGHTS It is expressly agreed and declared that the INSURER shall be released from all liability and obligation should the conditions of this POLICY not

be fully complied with by YOU. If a false and/or dishonest statement or claim is made by YOU, YOUR POLICY will be cancelled and no refund of premium or claim settlement will be made. In the event of a claim and liability having been rejected by the INSURER, the INSURER shall not be liable for this claim after the expiry of 3 months from the date of rejection unless within that time the claim is subject to arbitration.

23: ARBITRATION If the INSURER accepts that there is a claim under YOUR POLICY but there is a disagreement in respect of the amount to be paid, the

disagreement will be referred to an Arbitrator appointed in accordance with current statutory provisions. In these circumstances the Arbitrator’s award must be made before there is any right of action against the INSURER.

24: RENEWAL If the INSURER agrees, YOU will be offered the chance to renew this POLICY. 25: TRANSFERRING THE POLICY Selling YOUR vehicle with this POLICY may assist in its sale. To request a transfer of YOUR POLICY contact the ADMINISTRATOR, subject to

OUR express prior approval and in OUR absolute discretion and providing no claims have been made or attempted to be made against YOUR POLICY, the balance of YOUR POLICY may be transferred to a new private owner. There will be a fee of £25.00 as a contribution towards the costs of transferring YOUR POLICY. YOUR POLICY may not be transferred if YOUR VEHICLE is sold to a motor dealer or trader and will be automatically cancelled on such a sale.

26: COMPENSATION SCHEME If the INSURER cannot meet their obligations YOUR POLICY is covered by the Financial Services Compensation Scheme (FSCS). YOU can get

more information about the compensation scheme arrangements from the Initial Disclosure Document.

FCA Authorised and Regulated

FCA Authorised and Regulated

The provision of Mechanical Breakdown Insurance is a regulated financial service.

Firms and individuals can only conduct regulated financial services activities in the UK

if they are authorised by the Financial Conduct Authority (FCA) or registered to do so.

We are a motor related insurance company authorised and regulated by the Financial Conduct Authority. Our FCA

Registered number is 461102. You can check this on the FCA’s register by visiting the FCA’s website

www.fca.org.uk/register or by contacting the FCA on 08001116768. Click4Warranty is a trading style of Future45 Ltd





27: OUR PROMISE OF GOOD SERVICE The Click4Group is committed to providing a high-quality service to everyone WE deal with. In order to do this WE need you to give us any

comments about OUR service, and tell us when WE get things wrong. WE will work to resolve YOUR complaint as quickly as possible.

A complaint is an expression of dissatisfaction and WE treat any such concerns with OUR products or service that call for a response as a complaint. WE listen to YOUR comments, treat them seriously, and learn from them so that WE can continuously improve our service.

WHO TO CONTACT It is important to ensure YOUR comments are directed to the correct department so YOUR concerns can be investigated properly.

Questions or concerns in relation to a claim or the handling of YOUR claim Please contact the ADMINISTRATOR Autoprotect (MBI) Limited - 01279 456501 (option 3) Weekdays 9am - 5pm: Saturday 9am - 1pm Warwick House Roydon Road Harlow Essex CM19 5DY. Autoprotect (MBI) Limited have been appointed by the Insurer and are responsible for all matters relating to claims handling. Directly authorised and regulated by the Financial Conduct Authority under register number 312143. You can check this on the FCA’s Register by visiting the FCA’s website www.FCA.org.uk or by contacting the FCA on 0800 111 676.

Questions or concerns in relation to the purchase process, policy amendments or policy terms Please contact Click4Group Customer Service 0208 819 3424 (option 3) Weekdays 9:30am - 5pm (4:30 Fridays) Trident Court, 1 Oakcroft Road, Surrey KT9 1BD. Click4Warranty is a trading style of Future 45 Limited and are responsible for policy terms, web-site and sales process. Directly authorised and regulated by the Financial Conduct Authority under register number 461102. You can check this on the FCA’s Register by visiting the FCA’s website www.FCA.org.uk or by contacting the FCA on 0800 111 676.

WHAT HAPPENS WHEN WE RECEIVE A COMPLAINT If YOUR concerns relate to a Click4Warranty claim or the handling of a Click4Warranty claim, WE will acknowledge receipt by email within five business days of receiving it, advising YOU that, as it is in relation to a claim, it has been forwarded to the claims Department who will contact YOU directly.

1. If YOUR concerns relate to the Click4Warranty purchase process, Click4Warranty policy amendments, Click4Warranty policy terms, the behaviour of Click4Warranty customer service consultants or any action or lack of action by Click4Warranty customer service consultants affecting an individual, WE will acknowledging receipt of YOUR complaint by email or letter within five business days of receiving it, advising YOU of the name of the person who will be dealing with YOUR complaint and enclosing a copy of this procedure.

2. WE will retrieve all the necessary documentation relevant to YOUR account, from our files and systems. These documents will be read and considered, in conjunction with YOUR comments.

3. WE will endeavour to respond to and resolve YOUR concerns as soon as possible. However, WE may need to carry out further internal investigations; if these are required WE will send you a notice of this and a timescale for when WE will correspond further, which will be no more than 4 weeks from the receipt of YOUR correspondence. In the unlikely event that OUR investigations require longer than 4 weeks to complete, WE will write to you to explain why WE are not yet in a position to respond and indicate when WE will make further contact (this must be within 8 weeks of the receipt of the original correspondence).

4. If after 8 weeks WE are still not in a position to make a response, WE will write to you and give reasons for the delay and an indication when WE expect to provide a full and final response. At this point WE will include details of the Financial Ombudsman Service, who YOU can refer YOUR complaint to if YOU wish.

5. Once OUR investigations are complete WE will write to YOU with OUR response. 6. Where circumstances require, and WE believe WE have fully addressed YOUR concerns, WE will issue a further reply with OUR final

response and notify YOU that, if YOU remain dissatisfied with OUR final response, YOU may refer the complaint to the Financial Ombudsman Service and that YOU must do so within 6 months from the date of the final response.

7. WE will consider a complaint closed when WE have sent YOU a final response, unless YOU advise us the information is incorrect, inaccurate, if YOU have any additional information YOU would like US to take into account or refer YOUR complaint to the Financial Ombudsman Service. For YOUR information The Financial Ombudsman Service can be contacted in writing:

The Financial Ombudsman Service, Exchange Tower, London E14 9SR

This does not affect YOUR statutory rights. Please quote YOUR POLICY number in all correspondence.

FINANCIAL

SERVICE

Complaints handled by the Financial Ombudsman Service If you feel we haven’t provided the service you expected, we do of course value the

opportunity to put things right straight away. However, if you remain unhappy with our

response or decision, you are entitled to complain to the Financial Ombudsman Service.

Their decision is final and we must abide by it.

just complete a service or 5 point check within 21 days/500 miles … · mechanical breakdown...

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