Seel Product Protection
Insurance Policy
Terms & Conditions
DEMANDS AND NEEDS STATEMENT
Whilst reading this Demands and Needs Statement, You may wish to refer to the Definitions in Section 2 of this
document if there are phrases you do not understand.
This insurance has been designed for customers who wish to insure their Item against Accidental Damage, and
mechanical and electrical Breakdown
You may already possess alternative insurance for some, or all of the features and benefits provided by this insurance
policy. It is Your responsibility to investigate this.
We have only provided You with information and have not provided You with any recommendation or advice about
whether this coverage for the Item meets Your specific insurance demands and needs.
This insurance does not cover everything. You should read this insurance policy carefully to make sure it provides the
cover You need.
What is not covered under this insurance policy:
Pre-existing damage or fault with Your item;
Cosmetic damage;
Damage as a result of wear and tear;
Accessories;
Consumable parts;
Gross Negligence;
Damage caused by external events other than drop; fall; impact; liquid; power surge (High Voltage and Lightning).
Faulty software or software / data retrieval;
Pixel defects not covered by the manufacturer’s guidelines;
Use of the Item for commercial or other non-Domestic use.
When making a claim, We may ask You to:
verify if the Item is still covered by the manufacturer’s warranty. If so, You will need to contact the manufacturer for any Breakdown claim.
provide evidence of your Proof of Purchase of the Item when making a claim under this insurance policy. Please keep this document in a safe place.
IMPORTANT INFORMATION
In the event of a claim (section 6 - Making a claim)
In the event of a claim, You must give accurate answers to the best of Your knowledge, to the questions We ask. If You do not answer the questions truthfully it could result in Your insurance policy being invalid and could mean that all or part of a claim may not be paid.
Contracts (Rights of Third Parties) Act 1999
We, the Insurer and You do not intend any term of this insurance policy to be enforceable by any third party pursuant to the Contracts (Rights of Third Parties) Act 1999.
Cancellation Rights
If Your cover does not meet Your requirements, please notify Us within 60 days of receiving Your insurance policy confirmation. You may be eligible for a refund of your premium.
You can contact Us by calling 0333 999 7920 or writing to:
Citymain Administrators Limited 3000 Lakeside
North Harbour
Western Road Portsmouth PO6 3FQ.
If during this 14 day period You made a claim or intend to make a claim then We will not refund Your Premium if You wish to cancel Your insurance policy.
You may cancel the insurance policy at any time after the initial 60-day-cooling-off period. If You cancel following the 60-day-cooling-off period, and You have not made a claim, You will receive a pro-rata refund of the premium based on the number of full months of cover remaining on the Period of Cover.
If You cancel following the 60-day cooling off period and You have made a claim under Your policy, You will receive a pro-rata refund based on the number of full months remaining minus any amount We have paid You for a valid claim.
International Sanctions
This insurance policy will not provide any cover or benefit to the extent that either the cover or benefit would violate any applicable sanction, law or regulations of the United Kingdom, the United Nations, the European Union, United States of America or any other applicable economic or trade sanction, law or regulations. We decline claims to persons, companies, governments and other parties to whom this is prohibited under national or international agreements or sanctions.
ABOUT US AND OUR INSURANCE SERVICES
Whose products we offer
We are an insurance intermediary that offers various products. This product is underwritten by AWP P&C S.A. which is a French company authorised in France, acting through its UK Branch.
The services we will provide you with
We have not provided You with a personal recommendation as to whether this insurance policy is suitable for Your specific needs, so You must decide for Yourself whether it is or not. You must make a reasoned decision based on the information provided and can cancel this insurance at any time should You decide the cover is no longer suitable.
What you will pay us for this service
You will only pay Us the premium for Your insurance policy. You will not pay Us a fee for arranging this on Your behalf. We are paid for our services to You by the insurance company, AWP P&C S.A.. The nature of such payment is a mixture of commission and other fees based on Our costs for administering Your insurance policy.
Who regulates us
Your insurance policy is distributed by SEEL Warranty (an authorised appointed representative under FRN: 1047710) on behalf of Citymain Administrators Limited, who provide policy administration and are authorised and regulated by the Financial Conduct Authority under registration number 306535. This can be checked on the FCA’s register by visiting the FCA’s website at www.fca.org.uk/register.
Your insurance policy is underwritten by AWP P&C S.A. is a company registered in France with ID No. 519490080 RCS Paris, Registered Office 7 Rue Dora Maar, 93400 Saint-Ouen, France acting through its UK Branch, AWP P&C, registered in the United Kingdom. Registered Branch No. BR015275. Registered Office: 102 George Street, Croydon CR9 6HD. Authorised and regulated by L’Autorite de Controle Prudentiel et de Resolution in France. Authorised by the Prudential Regulation Authority. Subject to regulation by the Financial Conduct Authority under register number 534384 and limited regulation by the Prudential Regulation Authority.
What to do if you have a complaint
For all complaints, please see the ‘Making an enquiry or complaint’ section of this insurance policy.
Cover under the Financial Services Compensation Scheme (FSCS)
For Your added protection, AWP P&C S.A. is covered by the FSCS. You may be entitled to compensation from the scheme if the Insurer cannot meet their obligations to You, such as not being able to pay a claim. The scheme covers 90% of any claim to do with Us advising or and arranging this insurance policy, with no upper limit. Further information about the compensation scheme arrangement is available from the FSCS, telephone number 0800 678 1100 or 020 7741 4100, or by visiting their website at www.fscs.org.uk.
INTRODUCTION
Thank You for choosing this insurance policy to protect Your Item..
General Information
These Terms & Conditions together with Your Certificate of Insurance form the insurance contract between You and Us, which will be referred to as the insurance policy. In case of conflicts, the Certificate of Insurance shall apply first and then the Terms & Conditions, in that order.
We have tried to make these documents simple and easy to understand while also clearly describing the Terms & Conditions of Your coverage.
This insurance policy has been issued based on the information You provided and the options You selected at the time of purchase.
In return for payment of the Premium and Your compliance with all Terms and Conditions of this insurance policy We will provide the insurance described in this insurance policy. If we do not say that something is covered, You should assume that it is not covered.
You will also notice that some words are capitalised. These words are defined in the “Definitions” section. Headings are provided for convenience only and do not affect Your coverage in any way.
It is important that You retain Your original Proof of Purchase (original invoice, receipts and any supporting documentation of Your purchase of the Item) of the Item as this forms part of the contract between You and Us.
Can the Insurance policy be transferred to a different object?
This insurance policy is not renewable or transferable and does not supersede any applicable manufacturer’s warranty.
This Insurance does not cover You for Cosmetic Damage which does not affect the functionality of the Item such as scratches, dents, and discolouration.
Please take time to read all parts of the insurance policy to make sure it meets Your needs and that You understand the cover provided, the general exclusions and general conditions that apply.
If You wish to change Your details or Your insured Item or if there is anything You do not understand, or any statement is incorrect, please contact Us by email at info@citymain.com or via phone 0333 999 7920.
Eligibility
The insurance policy is valid for Item purchased in Your Country of Residence: the United Kingdom.
This insurance policy is only valid for individuals whose permanent Country of Residence is the United Kingdom. Please note that this must remain as Your Country of permanent Residence throughout the Period of Insurance in order for Your insurance policy to be valid. If you are unsure if you meet this eligibility requirement, please see the definitions in Section 2 of these Terms and Conditions.
Parties to this Insurance policy
Insurer: AWP P&C S.A..
You / Your / Policy Holder / Insured Person / Beneficiary: You, the Policy Holder must be the sole owner or gifted recipient (with appropriate Proof of Purchase and gifting) of the Item, be 18 years of age or over and a Permanent UK Resident. Your personal details and address are noted in Your Certificate of Insurance.
Us / We / Our / Administrator: Citymain Administrators Limited, acting on behalf of the Insurer.
We understand that certain situations can make managing insurance matters more challenging. If You find it difficult to understand or engage with Our services due to personal circumstances such as a vulnerability, or any other reason, please call Us and inform one of Our agents. Our team is trained to recognise and respond to the needs of all customers, ensuring that You are treated with the utmost care and respect.
DEFINITIONS
The general definitions of terms or phrases used within the documents of insurance policy, are explained below and have the same meaning wherever they appear. The terms are identified with capitalised letter(s) in the text of this insurance policy.
TERM
Definition
Policy Expiry Date
The date of termination of the insurance contract for Your Item As notified to You by Us and set out
on Your Certificate of Insurance
Lightning
The direct transfer of lightning to the Item.
Policy Start Date
The date from which Your Item is insured by Us as shown on the Certificate of Insurance.
Premium
The amount to be paid by You for Your insurance cover. It includes insurance premium tax at
the prevailing rate.
Proof of Usage
Evidence that where your Item is SIM enabled, that it has been in use since the policy started:
Your Network Provider can give You this Information.
Reasonable Precautions
All measures that You would take if you were acting as though You did not have this Insurance
and would be deemed appropriate to expect You to take in the circumstances to prevent
Accidental Damage of Your Item.
Type of Cover
The classification of insurance protection provided by Your insurance policy.
Wear and Tear
The gradual deterioration associated with normal use and age of the product.
You/Your
Means the person who owns or was gifted the Item covered by this policy, as stated on the
Certificate.
Refurbished
Any Item restored by an UK VAT registered retailer to its original condition in terms of performance
and appearance supplied with a 12 month warranty.
Period of Insurance
The duration of the insurance policy which is stated on the Certificate of Insurance.
Permanent UK Resident
A permanent UK resident means you live in the UK and are either a UK Citizen, or you have received
the appropriate documents from the Home Office showing you can live, work and have settled in
the UK permanently. Essentially, you are authorised to stay in the UK indefinitely and without the
need to reapply to the Home Office for an extension.
Proof of Purchase
A Proof of Purchase (e.g. named and dated VAT invoice) is the document that proves that Your
Item was purchased by You on the Item Purchase Date. The document has to include certain
means of identification of the Item, including manufacturer, type / model, serial number
and/or IMEI number and your details.
Terms & Conditions
Details the general rules applicable to all contracts. You will find listed here the general exclusions
and general conditions applicable to the insurance policy. Please note that only the Terms &
Conditions laid out in this document are valid for the insurance policy. Your statutory rights are
not affected.
Worldwide Coverage
Cover whilst travelling abroad and the degree of continuation of coverage whilst You are outside of
Your Country of Residence but excludes countries where the Foreign Commonwealth and
Development Office (FCDO) have advised against all but essential travel. You can check the FCO
travel advice at www.fco.gov.uk
Original Purchase Price
The purchase price of Your Item as stated on Your Proof of Purchase (including VAT). The Original
Purchase Price does not mean the Item’s official list price of the manufacturer. If the purchase
price of the Item cannot be determined because it is bought in combination with other products
or services, the list priceof the manufacturer
Limit of Liability (Indemnity)
The maximum amount We will pay for repairs or replacement, up to the Original Purchase Price of
Your Item as stated in the Certificate of Insurance.
Item Purchase Date
The date on which the Item was purchased new or refurbished with a 12 month warranty from a
UK VAT registered supplier from a retailer.
Item
The product detailed on Your certificate of Insurance for Your new or refurbished item must
be purchased by You or purchased for You, and supplied with a manufacturer's warranty from
a VAT registered UK supplier insured by Us.
Administrator/We/Us/Our
Citymain Administrators Limited, 3000 Lakeside, North Harbour, Western Road, Portsmouth,
PO6 3EN. Tel No: 0333 999 7907 (local rate call). The Administrator administers this insurance
policy on behalf of the Insurer.
Certificate of Insurance
Details the Policy Start Date of the insurance policy and the Item .
Cooling-off Period
The 60-day period during which You can change Your mind and cancel this
insurance policy.
Consumable Parts
Parts that can be replaced by You as detailed in the manufacturer’s operating guidelines,
the replacement of which might be required to restore the functionality of the Gadget.
Consumable Parts
Parts that can be replaced by You as detailed in the manufacturer’s operating guidelines,
the replacement of which might be required to restore the functionality of the Gadget.
Cosmetic Damage
Any damage that does not impact the Item’s safe usage or functionality including gouges,
scratches, kinks, dents and discolouration or any other cause as determined by Us.
Country of Residence
The country where You have Your main home and spend more than 6 months of the year.
The Country of Residence is the United Kingdom.
Domestic Use
Any use of Your Item which is intended to be performed in Your home and / or for Your private use.
Excess
Fixed amount of an insurance claim that You must pay before We settle Your claim.
Explosion
The sudden expulsion of energy caused by the propensity of gases or vapours expanding
outwards.
Fire
A fire that starts accidentally or spreads on its own from where it began.
Gross Negligence
A voluntary disregard of the need to use reasonable care by You or by a user of the Item.
High Voltage
Electric potential large enough to cause injury or damage to the Item.
Insurer
AWP P&C S.A. UK Brance
Commercial Use
Any use of the Item for professional, industrial, business, trade, revenuegenerating or organisational
activities, whether carried out by an individual, company, contractor, sole trader, public body,
or other entity.
Commercial Use includes, but is not limited to:
Use in the course of employment, paid work, or services provided to others;
Use within offices, workshops, studios, factories, retail premises, hospitality venues,
educational or institutional environments;Use of Item to support business operations, production, performance, training,
professional content creation, or administrative functions;
Breakdown
Sudden and unforeseen breakdown or failure of a component outside of the manufacturer’s
warranty period which requires immediate repair or replacement for the functionality or safe
use of Your Item.
Accidental Damage
Damage caused by an unexpected and non-deliberate event occurring at a definable
time and place and impairing the functionality or safe use of the Item. It can be caused
by drop; fall; impact; liquid; power surge (High Voltage and Lightning).
3-GENERAL CONDITIONS
The following conditions apply to the whole of this insurance policy.
Insurable persons and objects
This insurance policy is only valid if You are:
aged 18 years or over, and
Your permanent Country of Residence is the United Kingdom.
This insurance policy is only valid for the Item when:
purchased by You / purchased for You / purchased by You for a Beneficiary, and
used in accordance with the manufacturer’s guidelines, and
used for Domestic use.
After purchasing the Accidental Damage and Breakdown insurance policy, We may invalidate Your insurance policy and have no liability for any associated claims if:
We have previously informed You that We were unwilling or unable to insure You but you proceeded to purchase the insurance policy. In this case We will refund any Premium paid by You. (see clause “Policy Start Date / Policy Expiry Date of the insurance policy” and “How to cancel Your insurance policy”).
You have not paid the Premium due on time (see clause Payment of Premium).
You have made any false declarations to Us upon purchasing the insurance policy or during the claims process (see clause Making a claim).
Insurance policy purchase date
This insurance policy is only valid if purchased:
Together with the Item, or
Policy Start Date / Policy Expiry Date of the insurance policy
The Policy Start Date is stated in the Certificate of Insurance that forms part of Your insurance policy.
The insurance policy will expire on the Policy Expiry Date if neither You nor We have cancelled the insurance policy.
Renewal of the Insurance policy
Your insurance policy may be renewed. However We are not obliged to offer You another insurance policy upon termination of this one or to accept an insurance policy order, in the event You tender one.
Insurance cover from Policy Start Date
ACCIDENTAL DAMAGE
Cover will start once You have purchased a policy. The insurance cover will only be valid if You have paid Your Premium.
BREAKDOWN
Cover will start once your manufacturer’s warranty has expired. The insurance cover will only be valid if You have paid Your Premium.
Cancelling Your Insurance policy
Automatic Cancellation
There are a number of instances when your insurance policy will be cancelled automatically
When Your Item is recalled or replaced by the retailer
You return your Item to the retailer in accordance with it’s returns policy ;
In the event that You become deceased Your representative(s) should contact the administrator as this insurance policy will automatically end.
In the event of an automatic cancellation You or Your representative(s) may be entitled to a refund of any premiums paid on a pro-rate basis in line with the details below
Termination by You:
You can cancel Your Insurance Policy at any time.
During Cooling-off Period (Withdrawal)
You are entitled within 60 days and with no obligation to state Your reasons, to cancel the insurance policy. Please contact Us on the contact details found within this document. The 60 period commences once You have received the insurance policy terms and Your Certificate of Insurance.
If You have not made or will not make any valid claims during the Cooling-off Period, You will receive a full refund of Your Premium.
If You make a valid claim during the Cooling-off Period You are still entitled to cancel Your insurance Any premium paid by You will be returned to You after the value of any claim has been deducted.
After Cooling-off Period (Termination)
CANCELLATION
Where You have requested to cancel Your insurance policy, and you have not made a claim, you will receive a pro-rata refund of the premium paid based on the number of full months of cover remaining on the period of cover.
If you cancel following the 60 day cooling-off period and you have made a claim under your policy you will receive a pro-rata refund based on the number of full months remaining after the value of any claims has been deducted
You should cancel your policy if your Item has been recalled by the manufacturer and not replaced with an identical Item
Termination by Insurer:
We may be entitled to terminate Your insurance policy with immediate effect if You:
Have acted dishonestly or provided incomplete information when taking out the insurance policy;
Have purposely misrepresented or failed to disclose the facts when submitting a claim;
Have committed or attempted to commit fraud.
In such circumstances, We will not return any of the Premium to You.
In the event that We elect to terminate Your insurance policy, We will notify You in writing. Your insurance policy will end when any of the following events occur
Your claim has been settled by a replacement, repair or alternative settlement
Geographic scope of coverage
The insurance policy is only available to Permanent UK Residents. Cover will cease if You no longer remain a Permanent UK Resident. The insurance policy is only valid for Items purchased in Your Country of Residence
Your Item is insured while You are abroad for trips of a duration of up to a maximum of 90 consecutive days. This excludes countries where the Foreign Commonwealth and Development Office (FCDO) have advised against all but essential travel. You can check the FCO travel advice at www.fco.gov.uk. If You are covered whilst abroad, We will service Your claim upon Your return to Your Country of residence and any repairs or replacements must be carried out in the UK by repairers approved by Us.
Contractual amendments
Written Confirmation: Any amendments to the insurance policy or to the Certificate of Insurance require written confirmation by Us.
Contractual amendment by the Insurer
From time to time, it may be necessary to make changes to these Terms & Conditions as a result of regulatory reasons. You will be given minimum of 30 days’ notice of any proposed changes by email. If You do not agree with these changes, If You do not agree with these changes, You may cancel Your insurance policy within 30 days after You were informed of the changes. Should You decide to cancel within this 30 day period, You will be entitled to a pro-rata refund of any unexpired months’ Premium.
Your obligations
You have to observe the following obligations to keep insurance cover:
To comply with all the Terms & Conditions.
To not purchase the insurance policy if We have previously informed You that We are unable to insure You. In this case We will refund any Premium paid by You.
To inform Us as soon as possible of any changes to the insured risk (for example the United Kingdom is no longer Your Country of residence) that arise and that may affect the insurance cover.
To provide Us with complete and accurate information when purchasing the insurance policy and making a claim.
If costs are incurred due to false or untruthful information provided by You which would otherwise not have arisen had the information provided been accurate, We reserve the right to demand payment of these costs.
To take Reasonable Precautions, to the best of Your ability, to keep the Item in good working order and take reasonable care to prevent or, at least, minimise the risk of damage..
If the Item becomes damaged or destroyed during the term of the insurance policy, You must as soon as reasonably practical notify Us and, where necessary provide Us with the Item so that We may examine it.
In the event of Gross Negligence by You which breaches of the above obligations, Your insurance policy may be invalidated and if that happens, We will have no liability for associated claims or may reduce the benefits payable commensurate with the severity of Your Gross Negligence.
Payment of Premium
Upfront Payment:
The Premium must be paid by You.
Your specific terms of payment can be found in Your Certificate of insurance. However, the insurance cover will only start once You have paid the Premium.
If You do not pay the Premium, cover will end and We may decide to collect the outstanding Premium and additional costs even if the insurance policy has expired. In that case, We are not obliged to send You a payment reminder.
International sanctions
This insurance policy may not provide any coverage or benefit to the extent that either the coverage or benefit would violate any applicable sanction, law or regulations of the United Kingdom, the United Nations, the European Union, United States of America or any other applicable economic or trade sanction, law or regulations. We decline claims to persons, companies, governments and other parties to whom this is prohibited under national or international agreements or sanctions.
4 - SUMMARY OF INSURANCE POLICY
What is insured
Insurance policy feature
What's covered
Accidental Damage
Yes
Breakdown
Yes
Benefits and Claim Limits
Upon the acceptance of Your claim, at Our discretion We will either repair or replace Your Item as described below and only after payment of the Excess has been received and all Premiums are paid and up-to-date.
In the event a claim has been approved, the Insurer will cover the return postage costs.
Should a replacement be required to fulfil Your claim, the original Item shall become the property of the Insurer and You are required to transfer the ownership of the Item to the Insurer.
All repairs and replacements come with a 3-month warranty. The 3-month warranty period starts from the date You get Your repaired/replacement Item delivered back to You in settlement of Your claim and ends 3 months after the date of receipt of the repaired/replacement Item. If the insurance policy is cancelled during the 3-month warranty period, the warranty will also cease.
Our Limit of Liability for Your Item will not exceed the Original Purchase Price of Your Item, for a replacement which is of the same age / condition / functionalities as the Item that requires replacing.
No Excess or depreciation apply.
Benefit
Description
Limit
Repair
We will cover the cost required for the
repair of the damaged item
Limit of liability
Replacement
Limit of liability
In case of replacement, You will receive a
Refurbished ItemThe replacement item will be the same condition
and model of the nearest equivalent model in
terms of functionalities of the Item which is
commercially available at the time of your claim
(same color cannot be guaranteed)
5 - GENERAL EXCLUSIONS
Exclusions with regard to the Item or other objects:
The following are excluded from the insurance cover:
Any Item located outside the United Kingdom
Accessories or attachments
Replacement or repair of any Item which is Accidentally Damaged or malfunctioning due to replacements or
repairs necessitated by operator or owner negligence such as the failure to maintain the Item according to the
owner’s manual instructions, improper installation, television burn in, abuse, misuse, vandalism, theft, mold,
mildew, rust or corrosion, animal or insect infestation, damage caused by acts of nature other than by
lightening.Service required as a result of any alteration of the Item.
Repairs made during the contract term which are not authorised by us.
Repairs made by parties not specifically authorised by us, such as, but not limited to, Items that are in a
disassembled state.Expendable items, including, but not limited to any filters, bulbs, fluids (gasoline, oil, etc), and other operating
supplies.Telephone, water, gas, electrical or other lines, drains, or ductwork connecting to the Item.
Upgrades to Your Item, permits, or any additional expense incurred in order to comply with any applicable
laws and regulations.Any nonfunctional repairs, parts, or cosmetic defects of Items purchased as Refurbished or used.
Any Items used for commercial use.
Items which have a voided or invalid manufacturer’s warranty.
Normal wear and tear unless tied to an electrical or mechanical breakdown.
Abnormal usage of the Item.
Incidental or consequential damages even if caused by the failure of the Item; and any and all pre-existing
conditions that occur prior to the effective date of this contract.Loaned objects: When the Item is lent out by You.
Postage other than shipment costs during the handling of a claim.
Objects with serial number or IMEI number removed, defaced or altered.
6 - CATEGORY-SPECIFIC EXCLUSIONS
Personal electronics
Non-operating, cosmetic, or external parts.
Accessories.
Bulbs.
Adjustments made or expansions made by anyone other than the manufacturer.
Overheating caused by dust accumulation.
Parts the manufacturer’s warranty does not cover
Burned in image.
Data loss.
Consumables (such as toner, ink cartridges and cables).
Wiring/structural changes made to Your home to accommodate this Item.
Weather related losses.
Smart device equipment
Consumables (bulbs, cables, toners, connectors etc).
Breakdown caused by the use of any item/component that is NOT otherwise included in Your Items original
packaging.Operating software and/or updates and/or any software items in the manufacturer’s control.
Storage media damaged by malfunctioning parts.
Burn in or screens/monitors with imperfections.
Home Audio/Video equipment
Consumables (bulbs, cables etc).
Wiring/Structural changes made to You home to accommodate this Item.
Weather related losses.
Parts that the manufacturer’s warranty does not cover.
Small and large appliances
Parts that the manufacturer’s warranty does not cover.
Consumables (bulbs, hoses, filters etc).
Wiring/structural changes made to You home to accommodate this Item.
Weather related losses.
Non-operating, cosmetic, or external parts.
Adjustments made or expansions made by anyone other than the manufacturer
Lawn & Garden
Consumables (belts, blades, filters, sparkplugs etc).
Labor for Lawn & Garden systems such as irrigation systems.
Upgrades/Changes to home for outdoor equipment such as adding external gas lines for an outdoor grill.
Losses related to severe weather.
Excluded Events
The following events are excluded from the insurance cover:
Outside Period of Insurance: Any incident that occurred before the Policy Start Date or after the Policy Expiry
Date of Your insurance cover as shown on Your Certificate of insurance policy.Pre-existing damage or fault with Your Item.
Faults or failures covered by the manufacturer’s warranty.
Any breakdown of the Item if the type of fault would not have been covered under the manufacturer’s warranty.
Any incomplete in-warranty repair.
Damage caused by use not in accordance with the manufacturer’s instructions (e.g. wrong installation,
assembly).Damage caused by serial production faults as well as damages related to recall campaigns conducted by the
manufacturer.Use of the Item for commercial or other non-personal use.
You acting illegally or breaking any government prohibition or regulation or illegal use of the Item.
Gross Negligence or improper use of Your Item.
Intentionally caused damage: Damage created by deliberate acts or omissions on the part of the You or a
Beneficiary or damage caused to Your Item by an authorised user.Damage due to Fire, Explosion, Vandalism.
Any event arising from software and operating system’s faults or changes.
Damage as a result of Wear and Tear, erosion, corrosion, oxidation as a result of long term exposure to air and
humidity or other deterioration caused by or naturally resulting from ordinary use or exposure including but not
limited to gradually developing flaws or fractures.Cosmetic damage and damage or malfunctions that can be rectified by cleaning the Item or with ordinary
maintenance which does not impact the functionality, operation or safe use of the Item. Cosmetic damage
includes but is not limited to scratches; dents; kinks; discoloration; small cracks and marks.Problems with services by a third party (e.g. Your network provider).
Any damage or fault caused whilst Your Item is in the possession of a courier / postal company or any other form
of delivery service where the service is not provided as part of the repair as arranged by Us.Any claim when the Item was in the possession of any third party (other than a member of Your immediate
family) at the time of the event giving rise to the claim.Any claim where You cannot supply the required evidence such as Proof of Usage or Proof of Purchase.
Any claim where Your Item was purchased outside of the UK or second hand non-refurbished Items (including
but not limited to Items purchased from auction houses or auction websites).Any repair costs that You have instructed or paid for without Our authorisation.
Damage caused by external events such as storms; natural forces; floods; nuclear energy; and land subsidence;
insect infestation; electro-magnetic pulse, whether man-made or naturally occurring, seepage, pollution or
contamination; ionizing radiation or contamination by radioactivity from any nuclear fuel, or from any nuclear
waste from burning nuclear fuel or the radioactive, toxic, explosive or other dangerous properties of any
explosive nuclear machinery or any part of it; pressure waves from aircraft and other flying objects travelling at
or above the speed of sound.Damage directly or indirectly caused by, resulting from or in connection with war, invasion, revolution or any act
of terrorism regardless of any other cause or event contributing at the same time or in any other sequence to the
loss. For the purpose of this exclusion an act of terrorism means the use, or threatened use, of biological,
chemical and/or nuclear force by any person or group of people whether acting alone or on behalf of or in
connection with any organization(s) or government(s) committed for political, religious, ideological or similar
purposes including the intention to influence any government and/or to put the public or any section of the
public in fear and/or any act deemed by the government of the Country of Residence to be an act of terrorism.Loss of capacity or breakdown of the battery.
7 - MAKING A CLAIM
We understand that each claim can be very different. We will consider each individual set of circumstances before We
make a decision.
When can You first make a claim?
You cannot make a claim before the Policy Start Date of Your insurance policy. If your claim is for Breakdown and is
during Your Item’s warranty period, You will need to contact the manufacturer or seller of the warranty.
You can contact Us at Our e-claim portal www.eclaimcity.com.uk or email claims@citymain.com or via phone 0333 999
7920.
You must report Your claim within 30 days of the insured event so that the Item can be repaired and does not
deteriorate further.If there is an unreasonable delay between the occurrence of the insured event and You notifying Us, We may
adjust Your claim settlement in case Our obligations have increased due to the delay.You must make Your claim fully and truthfully and provide any further information We request from You.
When You contact Us We will let You know what information We require from You and at a minimum We will require:
Your insurance policy information;
A description of what occurred to Your Item;
The Proof of Purchase of the Item (original invoice, receipts and any supporting documentation);
Mobile Phone & Tablets - What to do once Your claim is approved?
You should:
Where possible, back up and delete any data in Your Item . We shall not be liable for the loss of any data
howsoever caused. All Items sent to be repaired will be wiped of any data before any action by repairs authorised
by Us for confidentiality and data protection purposes.FOR ALL ITEMS : Remove all screen locks and passcodes.
Remove and keep any additional object such as SIM cards, Micro SD storage cards and cases.
Pack the Item not in the original box as this will not be returned, but rather suitable comparable packaging to
prevent further damage during shipping.
What happens if You or someone on Your behalf declare false or incomplete information?
If You provide Us with incorrect or incomplete information, We may not provide cover for the claim.
If You, or anyone acting on Your behalf, makes a claim which is in any way false, exaggerated or fraudulent or supports a claim with any false, exaggerated or fraudulent statements relating to the insurance risk or documents, You will lose all benefits and any Premiums You have paid for the insurance policy. We may also recover the cost of any successful claims We have settled under this insurance policy and later discovered to be fraudulent, from You. We may record this on anti-fraud databases and may also notify other organisations.
What happens to Your claim if You have multiple insurances?
If You are entitled to compensation under another insurance policy, public scheme or obligation arising from a law or a regulation You should notify Us and We may decline Your claim. We will, however, cover You where it is eligible under this insurance policy for damage which is not covered by the other insurance policy, public scheme or legal obligation arising from a law or a regulation.
If We do provide coverage up front at Your request, You assign Your right to compensation under another insurance policy, public scheme or any legal obligation arising from a law or regulation to Us.
If You have more than one insurance that covers You for the same incident, You should only submit the claim to one insurer and provide details of any other insurance to that insurer. They will then contact anyone else who would have insured the Item for a contribution towards the costs.
Compensation claim against third parties / other insurers
In consideration for the payment of compensation and, up to its limit amount, We become beneficiaries of the rights and actions that You have or are entitled to against anyone liable for the claim. If, by Your act, We are no longer able to perform this action, We can be discharged of all or part of Our obligations towards You. Where another person or legal entity is liable for anything covered by Your insurance policy We are entitled to request coverage directly from that other party or We may recover the costs We incurred from that other party (i.e. for repairing or replacing the Item).
Governing law and competent courts
The governing law is the law of Your Country of Residence and all communications and documentation in relation to this insurance policy will be in English. Any disputes arising out or in connection with the insurance policy shall be brought before the competent courts of Your Country of Residence.
8 - MAKING AN INQUIRY OR COMPLAINT
We aim to provide You with a first class insurance policy and service. However, there may be times when You feel We have not done so. If this is the case, please tell Us about it so that We can do Our best to solve the problem. If You make a complaint Your legal rights will not be affected.
Step 1:
If You have a complaint please get in touch with Us In the first instance, please: Write to:
FAO: Customer Relations Manager
Citymain Administrators Ltd
3000 Lakeside
North Harbour
Western Road
Portsmouth
PO6 3EN.
The easiest way to contact Us is via Customerrelations@spbuk.comPlease supply Us with Your name, address, insurance policy number and claim number where applicable and enclose copies of relevant correspondence as this will help Us to deal with Your complaint, in the shortest possible time. We will do everything possible to ensure that Your query is dealt with promptly.
Step 2:
If You are not satisfied with Our final response, You can refer the matter to the Financial Ombudsman Service for independent decision. Visit : www.financial-ombudsman.org.uk
Write to :
Financial Ombudsman Service, Exchange Tower,
London, E14 9SR,
Phone: 0800 023 4567 or 0300 123 9123
PRIVACY NOTICE
We care about Your personal data.
This summary and Our full privacy notice explain how AWP P&C protects Your privacy and uses Your personal data. Our full privacy notice is available at www.allianz-assistance.co.uk/privacy-notice/
If a printed version is required, please write to Customer Service (Data Protection), AWP P&C,
102 George Street, Croydon CR9 6HD. Full details of the Citymain Privacy policy can be found at www.spbuk.com
How will We obtain and use Your personal data?
We will collect Your personal data from a variety of sources including:
Data that You or other people named on the insurance policy or Your representative(s) provide to Us;
Data from Your insurance arranger or partners such as brokers, other insurers or other companies who act as
insurance distributors including the provider of goods and services associated with this insurance; andData that may be provided about You from certain third parties, such as retailers of Your Item in the event of a
claim.
We will collect and process Your personal data to comply with Our contractual obligations and/or for the purposes of Our legitimate interests including:Entering into or administering contracts with You;
Informing You of products and services which may be of interest to You.
Who will have access to Your personal data?
We may share Your personal data:
With public authorities, other Allianz Group companies, industry governing bodies, regulators, fraud prevention agencies and claims databases, for underwriting and fraud prevention purposes and to comply with our legal and contractual obligations;
With Your insurance arranger or partners such as brokers, other insurers or other companies who act as
insurance distributors including the provider of goods and services associated with this insurance for
contractual, regulatory and legal obligations including for the performance of Our services;With other service providers who perform business operations on Our behalf;
Organisations who We deal with which provide part of the service to You such as in the event of a claim;
To meet Our legal and regulatory obligations including providing information to the relevant ombudsman if
You make a complaint about the product or service that We have provided to You.
We will not share information about You with third parties for marketing purposes unless You have specifically
given Us Your consent to do so.
How long do We keep Your personal data?
We will retain voice recordings for a maximum of two years and Your other personal data for a maximum of 10 years from the date the insurance relationship between Us ends. If We can do so, We will delete or anonymise certain areas of Your personal data as soon as that information is no longer required for the purposes for which it was obtained.
Where will Your personal data be processed?
Your personal data may be processed both inside and outside the United Kingdom (UK) and the European Economic Area (EEA).
Whenever We transfer Your personal data outside the UK and the EEA to other Allianz Group companies, We will do so on the basis of Allianz’s approved binding corporate rules (BCR). Where Allianz’s BCR do not apply, We take steps to ensure that personal data transfers outside the UK and the EEA receive an adequate level of protection.
What are Your rights in respect of Your personal data?
You have certain rights in respect of Your personal data. You can:
Request access to it and learn more about how it is processed and shared;
Request that We restrict any processing concerning You, or withdraw Your consent where You previously
provided this;Request that We stop processing it, including for direct marketing purposes;
Request that We update it or delete it from Our records;
Request that We provide it to You or a new insurer; and
File a complaint.
Automated decision-making, including profiling
We carry out automated decision making and/or profiling when necessary.
IMPORTANT CONTACT DETAILS
If You would like a copy of the information that We hold about You or if You have any queries about how We use Your personal data, or for any other matter, You can contact Us as follows:
By post:
Department: Customer Service / Data Protection / Claims
Citymain Administrators Limited 3000 Lakeside, North Harbour Western Road PO6 3EN
By email: info@citymain.com
THIS POLICY IS AVAILABLE IN LARGE PRINT, AUDIO AND BRAILLE.
PLEASE CONTACT 0333 999 7920 AND WE WILL BE PLEASED TO ORGANISE AN ALTERNATIVE VERSION FOR YOU.
Citymain Administrators Limited, 3000 Lakeside, North Harbour, Western Road, Portsmouth, PO6 3EN. are authorised and regulated by the Financial Conduct Authority under registration number 306535. This can be checked on the FCA’s register by visiting the FCA’s website at www.fca.org.uk/register.
Insurance is underwritten by AWP P&C S.A. a company registered in France with ID No 519490080 RCS Paris Registered
Office 7 Rue Dora Maar, 93400 Saint-Ouen, France acting through its UK Branch,
AWP P&C (UK Branch), registered in the United Kingdom. Registered Branch No. BR015275.
Registered Office: 102 George Street, Croydon CR9 6HD. Authorised and regulated by L’Autorité de Contrôle
Prudentiel et de Résolution in France. Authorised by the Prudential Regulation Authority (PRA).
Subject to regulation by the Financial Conduct Authority (FCA) and limited regulation by the PRA. Details about the extent of our regulation by the PRA are available from us on request.
Citymain Administrators Limited act as agents for AWP P&C S.A. for the receipt of customer money, settling claims and handling premium refunds.