Optima Car

Policy Wording

What’s inside...
Introduction 4
Your cover 5
Liability to other people 5
No claim discount 10
Temporary replacement car 11
Making a claim 15
What to do if you have an accident 21

To make a claim, call 0345 126 2596

Please add this number to your mobile phone
 Contents
Definitions 3
Introducing your Optima car insurance policy 4
Liability to other people 5
Loss of, or damage to, your car 6
Personal accident benefits 8
Personal belongings 8
Medical expenses 9
Broken windscreens and glass 9
Hotel or travel expenses 9
Lost or stolen car keys and replacing locks 9
Travelling abroad 10
No claim discount 10
Temporary replacement car 11
Car sharing 11
Cover when your car is being serviced, 11
examined or repaired
General exceptions under this policy 12
Conditions that apply to all of this policy 13
Making a claim 15
Privacy notice 17
How to make a complaint 18
Protecting your car and belongings 19
Protecting yourself and your passengers 19
What to do if you have an accident 21

2 MUGR040 Jun 2018

 Deinitions
Whenever the following words or expressions appear in your Partner
policy, they have the meaning given below. A person you are married to or have a civil partnership with, or
Accessories and spare parts a person you live with as if you were their husband, wife or civil
Items which are for your car only and are in or attached to your partner. (A civil partnership is a formal arrangement that gives
car, or in your private garage, at the time of the loss or damage. same-sex partners the same legal status as a married couple.)

Acts of terrorism Proposal

Any act that the government of the United Kingdom considers The document that records the information you gave us when
to be an act of terrorism. The use of or threat of action, force you bought or renewed your policy and which your contract with
or violence by any person or group of people acting alone or on us is based on.
behalf of any organisation or government for political, religious,
Racetrack
ideological or similar beliefs. This includes trying to inluence
Any track, ield, circuit or road, including toll roads (with no
any government or intimidate the public.
maximum speed limit), which is being used at the time of the
Certificate of motor insurance loss or damage for racing, rallies, pacemaking, speed trials or
A document we issue that proves you have the car insurance track days.
you need and must have by law.
Schedule
Endorsement The document that names you as the policyholder and sets out
Statements, found in your schedule, that either show changes what this policy covers you for. We will replace your schedule
to the terms of your policy or terms that apply speciically to you whenever you renew the policy or if you make any changes to
(for example, the amount of excess you must pay). the policy while your insurance applies.

Excess Territorial limits

The irst amount of any claim which you must pay if your car is England, Scotland, Wales, Northern Ireland, the Isle of Man,
lost, stolen or damaged. the Channel Islands, any other country that is a member of the
European Union and any other country stated on the back of
Great Britain your certiicate of motor insurance.
England, Scotland and Wales.
United Kingdom
Inexperienced driver England, Scotland, Wales, Northern Ireland, the Isle of Man and
Anybody who is 25 or older who holds a provisional driving the Channel Islands.
licence or who has held a full United Kingdom, European Union
or European Economic Area driving licence for less than 12 We, us, our
months. Ageas Insurance Limited.

Key You, your

Any key or alternative electronic or mechanical device designed The policyholder whose name is on the schedule or, if you die,
to open the car’s locks or turn on the ignition (or both). your legal personal representatives.

Market value Young driver

The cost of replacing your car with another of the same make, A person under 25 at the time of an event which you or they
speciication (for example, the level of equipment found in your may be entitled to claim for.
car), model, age, mileage and condition as your car was just
Your car
before the loss or damage you are claiming for.
Any car which you have a current certiicate of motor insurance
for under this policy.

MUGR040 Jun 2018 3

 Optima Car insurance policy
Introducing your Optima Car If you chose comprehensive cover, all sections of this policy
insurance policy booklet apply.
This booklet gives full details of your cover. If you have third party, ire and theft cover, sections 1, 2 (loss
Please read this booklet, your schedule and your certiicate or damage caused by ire, theft or attempted theft only) 8, 9,
10, 12 and 13 apply.
of motor insurance carefully and make sure that they meet
your needs. If you have cover for third party only, sections 1, 9, 10, 12 and
13 apply.
If you have any questions, please contact your insurance
broker or intermediary and they will help you.

Please keep all your insurance documents in a safe place, as

you may need to read them if you want to make a claim.

Our contract with you

We will provide car insurance under the terms, exceptions,
conditions and endorsements of this policy, during any period
for which we have accepted your premium.
François-Xavier Boisseau - CEO, Insurance
The contract is based on the proposal (or any statement Ageas Insurance Limited
of facts or statement of insurance we prepare using the
information you have provided), and any declaration you make.
The schedule, any endorsements and the certiicate of motor
insurance are all part of this policy. You must read all the
documents that make up your policy as one document.

The law that applies to this policy

English law will apply to this contract unless you and we
agree otherwise. (If you live in Jersey, the law of Jersey will
apply to this contract and the Jersey courts will have exclusive
jurisdiction over disputes between us and you in relation to it.)

Language
The contractual terms and conditions and other information
relating to this contract will be in the English Language.

4 MUGR040 Jun 2018

 Your cover
Section 1 – Liability to other people
What we will cover What we will not cover

a Cover for your liabilities (This applies to all claims made under parts 1a and 1b of
This policy covers you for: the policy.)
• all your legal responsibilities as a result of death of or • We will not cover loss of or damage to your belongings or
injury to anybody caused by an incident involving your car; the belongings of anybody else insured.
and • We will not cover anyone driving your car who has never
• damage to any property as a result of an incident involving held a licence to drive it or who is disqualiied from driving.
your car. We will pay up to £20 million (including all costs, • We will not cover anyone who fails to keep to any of the
expenses and indirect losses, apart from those covered terms, conditions and endorsements of this policy.
under the legal expenses part of your policy). • We will not cover the liability of anyone insured under this
This cover applies to any one event or any series of incidents policy for causing the death of, or injury to, any employee
resulting from one event. who was carrying out any activity associated with their
b Cover for other people work at the time of the accident, unless the Road Traic
We will also provide the cover outlined in section 1a for: Acts say otherwise.
• anyone insured by this policy to drive your car as long as • We will not cover loss of or damage to the car being used
they have your permission; or driven at the time of the incident.
• anyone you allow to use (but not drive) your car for • We will not cover loss of or damage to any trailer or vehicle
social, domestic and pleasure purposes (that is, not for you tow.
business purposes);
• anyone who is travelling in or getting into or out of your
car; and
• your employer (as long as they have your permission to
use your car and are allowed to do so by your current
certiicate of motor insurance).
c Cover for legal personal representatives
If anyone insured under the policy dies, we will transfer the
protection we provide under this policy to their estate.
d Emergency medical treatment
We will pay for emergency treatment fees as set out in the
Road Traic Acts.
If we make a payment under this section, it will not afect your
no claim discount.
e Driving other cars
If your certiicate of motor insurance says so, this policy
provides the same cover as shown in section 1a when you
are driving any other car as long as:
• you do not own it; and
• it is not hired to you under a hire-purchase or leasing
agreement.
This cover only applies if:
• there is no other insurance in force which covers the
same claim;
• you have the owner’s permission to drive the car;
• the car is being driven in the United Kingdom; and

MUGR040 Jun 2018 5

Your cover - continued

Section 1 – Liability to other people continued

What we will cover What we will not cover
• you still have your car and it has not been declared a
total loss.
You cannot make use of this section to release a car if it has
been seized by, or on behalf of, any government or public
authority.

f Legal expenses
If we give our permission in writing beforehand, we will pay
the fee for a solicitor to:
• represent anybody insured under this policy at any
coroner’s inquest or fatal accident inquiry; or
• defend anybody insured under this policy in a magistrates’
court, as long as the case relates to an event you may be
able to claim for under parts 1a or 1b of this policy.
We will pay for legal services to defend anyone insured under
this policy if legal action is taken against them for:
• manslaughter;
• causing death by dangerous driving; or
• causing death after drinking alcohol or taking drugs.
The following conditions apply to legal expenses cover.
• You must ask us and we must agree to provide the cover.
• The deaths the legal action relates to must be covered
under this policy.
• The event causing the deaths must have happened in the
United Kingdom.

Section 2 – Loss of, or damage to, your car

What we will cover What we will not cover
If your car, its accessories and spare parts are lost, stolen or • We will not cover the excesses shown in your schedule.
damaged, we will: • We will not cover loss or damage caused by wear and tear.
• repair the damage ourselves; • We will not cover any reduction in the market value of your
• replace what is lost or is damaged if this is more cost- car (for example reductions caused by the age of the car
efective than repairing it; or or the number of miles it has covered).
• settle your claim by sending you a cheque for the amount • We will not cover loss in the market value of your car
of the loss or damage. resulting from any repair, whether or not this has happened
as a result of any claim under this policy.
The most we will pay
• We will not cover any mechanical, electrical or computer
We will not pay more than the market value of your car
equipment breaking or failing to work properly.
(including any accessories and spare parts) at the time of the
• We will not cover damage to tyres caused by braking,
loss or damage, less any excess that may apply.
punctures, cuts or bursts.
Hire-purchase, leasing and other agreements • We will not cover damage caused by pressure waves from
If your car is owned by someone else, we will settle any an aircraft or other lying object travelling at or beyond the
claim by paying the legal owner before paying anything left speed of sound.
over to you. • We will not cover loss of, or damage to, any trailer, caravan
or vehicle, or anything inside, while being towed by or
Parts that are not available
attached to your car.
If a replacement for any damaged accessory or part of
• We will not cover you for loss of use or other indirect
your car is not available, the most we will pay is its price (as
losses (such as travel costs or loss of earnings) other than
speciied by the manufacturer) at the time of the loss. We will
those set out in section 7 of this policy.
not pay more than the cost of the accessory or part as shown
• We will not cover your car being stolen by someone who
in the manufacturer’s last price list in the United Kingdom.
claims to be a buyer or a buying or selling agent.
We may decide to repair your car with parts which have not
been made or supplied by your car’s manufacturer, but which
are of a similar standard.

6 MUGR040 Jun 2018

Section 2 – Loss of, or damage to, your car continued
What is covered What is not covered
We are not responsible for: • We will not cover loss of, or damage to, your car if, at
• any extra costs of storing your car that result from any the time of the incident, someone in your family or
accessory or part not being available; or someone who is living with you was using it without your
• the cost of importing any accessory or part into the permission. (This exception does not apply if you report
United Kingdom. the person using your car to the police for taking your car
without your permission.)
• We will not cover loss or damage caused by any
government, public or local authority legally taking, keeping
or destroying your car.
• We will not cover loss of, or damage to, televisions,
phones, games consoles, electronic-navigation or radar-
detection equipment not permanently itted to your car
and which was not part of the manufacturer’s speciication
when your car was irst registered.
• We will not cover loss of, or damage to, your car if it is
unoccupied (that is, nobody is inside it) and is left:
– unlocked;
– with the windows or roof open; or
– with the keys inside (or on) the car.

New car benefit We cover equipment not itted to the manufacturer’s

We will replace your car with one of the same make, model speciication up to the following limits:
and speciication if: • If you have comprehensive insurance the most we will pay
• your car is less than 12 months old; is £500 after taking of the excess that applies to your claim.
• you are the irst and only registered keeper (or the second • If you have third party, ire and theft insurance the most we
registered keeper if the irst registered keeper is a company will pay is £250 after taking of any excess that applies to
we recognise as a main agent of the car’s manufacturers); your claim.
and Examples
• your car has: • You have comprehensive insurance with a £100
– been stolen and not found; or excess. Your car stereo, which was not itted by the car
– been damaged and the cost of repairing the car is more manufacturer and is worth £700, is stolen. You claim for the
than 60% of the manufacturer’s United Kingdom list price full cost of the stereo (£700). We take the £100 excess from
at the time of the damage (including car tax and VAT) for your claim, which leaves £600. But we will pay £500, which
a car that is exactly the same. is the policy limit on comprehensive cover.
We will only replace your car if you and anyone else who has a • You have third party ire and theft insurance with £100
inancial interest in your car agrees. excess. Your car stereo, which was not itted by the car
If a replacement car which is the same make, model and manufacturer and is worth £200, is stolen. You claim for the
speciication as your old car is not available, we will pay you full cost of the stereo (£200). We take the £100 excess from
the price of your car, itted accessories and spare parts as your claim, which leaves £100. So we will pay you £100.
shown in the manufacturer’s last United Kingdom price list, We will also pay for loss or damage to any radio or other audio
less any excess that may apply. equipment which has been removed from your car if:
If we settle a claim under this section of the policy, your lost or • the equipment is designed to be removed (or partly removed);
damaged car becomes our property and you must send us its • the equipment cannot work without your car; and
registration document (V5 or V5C). • you have temporarily removed it from your car for security
Removing and delivering your car reasons.
If your car is in the United Kingdom and cannot be driven as Replacing children’s car seats
a result of loss or damage which is covered under this policy, If you have children’s car seats itted in your car and
we will pay the cost of protecting it and taking it to the nearest your car is involved in an accident or damaged as a
suitable repairer. We will also pay the cost of delivering your result of ire or theft, we will pay up to £250 (after
car to you at the address shown in your schedule after it has taking of any excess that applies to your policy)
been repaired. towards the cost of replacing them, even if they do
Radio and audio equipment not seem to be damaged. To be able to claim for your
This policy covers loss or damage to any radio or audio children’s car seats, you must also provide
equipment permanently itted to your car. evidence that your car has been damaged or stolen.
There is no limit on the level of cover for equipment in your
car which was itted by the manufacturer at the time the car
was made.

MUGR040 Jun 2018 7

Your cover - continued

You will not have to pay the amount stated if the

Section 2 – Loss of, or damage to,
damage is:
your car continued
• caused by ire, theft, attempted theft or malicious damage;
Young drivers or inexperienced drivers or
If your car or any of its accessories and spare parts are • limited to broken glass in the windscreen, (not including
damaged while it is being driven by a young driver or an ‘panoramic windscreens’, which are larger than normal
inexperienced driver, you will be responsible for the irst part of windscreens), back windscreen, sunroof or side windows of
the cost, on top of any compulsory and voluntary excesses set your car and any scratching caused by the broken glass.
out in your schedule, as shown below.
Young driver Amount you pay
Under 21 years £250
21 to 24 years £150
Inexperienced driver £150

Section 3 – Personal accident benefits

Definitions which apply to this part of the policy only

Expert medical specialist Permanent loss of sight

A person other than you, a member of your family or an A person who has sufered permanent and total loss of sight in
employee of yours, who is qualiied as a consultant in the one or both eyes and has been added to the Register of Blind
branch of medicine the injury relates to. Persons by a fully qualiied ophthalmic specialist.

What we will cover What we will not cover

We will pay up to £5,000 if you or your partner is accidentally Under this section we will not cover anyone for:
injured in the European Union while travelling in or getting in • injury or death resulting from that person committing
or out of any car and this injury results in any of the following suicide, attempting to commit suicide or deliberately
within three calendar months. injuring themselves;
• Death. • injury or death if the person claiming was committing a
• Permanent and total loss of sight in one or both eyes. crime at the time of the accident; or
• Losing one or both arms (above the wrist) or legs (above • injury or death if the person claiming had been under the
the ankle) or the total loss of use of an arm or leg inluence of alcohol or drugs (apart from drugs prescribed
(an expert medical specialist must conirm this will be by a doctor) at the time of the accident.
permanent).
The injury must be diagnosed, or the death certiied, by a
doctor registered to practise in the European Union.
We will pay up to £5,000 for each person for each accident.
If you or your partner has any other car insurance policy with
us, we will pay the beneit under one policy only.

Section 4 – Personal belongings

What we will cover What we will not cover

We will cover loss of or damage to clothing and personal We will not cover the following:
belongings caused by ire, theft, attempted theft or an • Money, credit or debit cards, stamps, tickets, vouchers,
accident while they are in or on your car. documents or securities (such as share certiicates).
The most we will pay for any one event is £200. • Goods or samples carried in connection with any trade or
If the items which have been lost or damaged do not belong business.
to you, you may ask us to pay the beneit to the actual owner. • Wear, tear and loss in value.
If the owners accept our payment, this will prove that we have • Property left in a convertible car unless it is stored in a
paid the claim. locked boot or locked glove compartment.
• Property you leave in your car when it is unoccupied, and:
– the car is unlocked;
– the windows or sunroof are open; or
– the keys are inside or on the car.
• Loss or damage to mobile-phone or electronic-navigation
equipment.

8 MUGR040 Jun 2018

Section 5 – Medical expenses
What we will cover What we will not cover

We will pay up to £100 towards the medical expenses for

each person injured in your car if it is in an accident.

Section 6 – Broken windscreens and glass

What we will cover What we will not cover

We will cover the following: We will not cover the following:

• Replacing or repairing broken glass in the windscreen, • The amount of any excess shown in your schedule.
back windscreen, sunroof or side windows of your car. • VAT (if it applies).
• Repairing any scratches on the bodywork caused by the • ‘Panoramic windscreens’ (these are larger than normal
broken glass, as long as there has not been any other loss windscreens).
or damage to your car. • Any amount greater than £150 if you do not use a
windscreen supplier we approve. If you do not claim through
Glassline, you can still claim under the policy but we will not
pay more than £150 (after taking of the excess).

Section 7 – Hotel or travel expenses

What we will cover What we will not cover

If your car cannot be driven after an accident or loss covered

by this policy, we will pay:
• up to £50 for each person travelling in your car to stay in a
hotel for one night if you cannot continue your journey until
the next day; or
• travel expenses of up to £100 in total for everyone who
was travelling with you in your car.
The most we will pay for any one event is £100.

Section 8 – Lost or stolen car keys and replacing locks

What we will cover What we will not cover

If you lose your car keys or they are stolen, and we decide
that it is necessary to replace the keys and locks to prevent
your car from being stolen, we will pay for this as long as
you did not leave them in or on your car when they were lost
or stolen.
The most we will pay for any one event is £400. Your excess
does not apply to this part of the policy.

MUGR040 Jun 2018 9

 Your cover - continued

Section 9 – Travelling abroad

What we will cover What we will not cover

Your policy automatically provides the cover you have chosen

(comprehensive, third party ire and theft or third party only)
within the territorial limits. See the ‘Deinitions’ section.

Minimum cover outside the territorial limits

This policy also provides the minimum cover you need by
law to use your car in any country not in the European Union
which the Commission of the European Union approves as
meeting the conditions of Article 7 (2) of the Directive on
Insurance of Civil Liabilities arising from using motor vehicles
(72/166/EEC).
If you need more than the minimum cover outside the
territorial limits and we agree to give you this cover, as long
as you pay any extra premium we ask for we will give you an
international insurance certiicate (Green Card) which proves
you are insured for the time you will be away.

Customs duty and delivery costs

If your car is within the territorial limits, and is not it to drive
because of loss or damage covered by this policy and we
agree beforehand, we will pay:
• the reasonable cost of delivering it to your address in the
United Kingdom; and
• any customs duty you have to pay as a direct result of the
loss or damage.

Section 10 – No claim discount

If you do not make a claim, we will allow you a no claim
discount. You cannot transfer your no claim discount to
another person.
You will not lose your no claim discount if:
• the only claim you make is under section 6 of this policy;
• the only claim you make is under section 1d of this policy;
• we can get back all the money we have paid to settle your
claim from somebody else (for example, if an accident is
not your fault and the other person’s insurers admit full
responsibility for it); or
• you have to make a claim because:
- your car is hit by an identiied driver who is not insured;
and
- the accident is completely their fault.

10 MUGR040 Jun 2018

Section 11 – Temporary replacement car
When we will provide a replacement car When we will not provide a replacement car

We will provide a replacement car, from a company we We will not provide a replacement car if any of the following
choose, if you make a claim under section 2 of this policy and: apply:
• you have comprehensive cover; • If repairing your car would cost more than 60% of its
• the loss or damage happens in the United Kingdom; market value and if we declare your car a total loss.
• we accept your claim; • If we ofer to settle your claim under the new-car beneit
• your car is being repaired by one of our approved clause in section 2 of this policy.
repairers; • If your car is stolen and not found.
• you agree to keep to all the repair company’s conditions; If we have already provided a replacement car and
and any of the following happen, we will stop providing
• you are 18 years old or more at the time of the claim. that car if:
We provide the replacement car so you can still get about • repairing your car would cost more than 60% of its market
while your car is being repaired. It may not be the same size, value and we declare your car a total loss; or
type or value as your own car. • we ofer to settle your claim under the new-car beneit
Your entitlement to a replacement car will end: clause in section 2 of this policy.
• when your car has been repaired and is ready for you to
collect or for us to re-deliver to you; or
• after 28 days;
whichever is soonest.

Section 12 – Car sharing

What we will cover What we will not cover

Your policy also covers you for carrying passengers in your

car who pay you to do so, as long as:
• your car is not built or adapted to carry more than eight
passengers (not including the driver);
• you are not carrying the passenger as a business; and
• you are not making a proit from the passengers’
payments.

Section 13 – Cover when your car is being serviced, examined or repaired

What we will cover What we will not cover

Your cover continues to apply to your car when it is being

serviced, examined or repaired at premises involved in the
motor trade.
At these times the limits about driving and using your car set
out in your certiicate of motor insurance will not apply, as
long as it is only being driven or worked on by a motor trader
or their employees.
If at the time a claim is made under this section any other
policy exists that would cover the claim, we will pay only our
share of the claim.

MUGR040 Jun 2018 11

 General exceptions under this policy
1 Car user 6 Pollution
This policy does not apply when any car it covers is: Unless the law says otherwise, we are not liable for any loss,
• being driven or used by anybody who is not allowed to do so damage or liability caused by pollution or contamination
under your certiicate of motor insurance; unless the pollution or contamination is caused by a
• being used for purposes not shown on your certiicate of sudden, identiiable, unexpected and unintended event
motor insurance; which happens at one time and place during the period of
• being driven with your permission by anybody you know has insurance. We will treat all pollution or contamination which
never held a driving licence or is disqualiied from holding or results from one event as having happened at the same time
applying for a driving licence; the event took place.
• being driven by, or in the charge of, a person who is not
complying with the conditions or limitations of their driving
7 Fraud
We will not pay any claim and all cover under the policy will
licence, unless we must provide cover under the Road
end from the date you (or anyone acting for you):
Traic Acts;
• make a false or exaggerated claim or support your claim
• towing a caravan, trailer or broken-down vehicle for
with forged or fraudulent documents or evidence; or
payment; or
• deliberately cause the loss, damage or injury.
• towing more than one caravan, trailer or broken-down
vehicle at any one time. 8 Riot
Apart from events covered under section 1, we will not cover
2 Contracts
any accident, injury, loss or damage that happens outside
This policy does not cover any liability you have under an
Great Britain, the Isle of Man or the Channel Islands that is
agreement or contract, unless you would have had that liability
caused by riot or civil commotion.
anyway.
9 Earthquake
3 War
Apart from events covered under section 1, we will not cover
This policy does not cover any loss or damage caused by war,
any accident, injury, loss or damage caused by earthquakes.
invasion (whether or not war is declared), revolution, military
force, acts of terrorism or other hostile events, unless we must 10 Use on a racetrack
provide cover under the Road Traic Acts. This policy will not cover loss, damage, injury or liability arising
while your car is being used on a racetrack or for completing
4 Radioactivity
pre-paid laps of circuits such as the Nurburgring.
This policy does not cover any loss, damage or legal liability
caused by: 11 Deliberate acts
• ionising radiation or radioactive contamination from nuclear This policy will not cover loss, damage, injury or liability
fuel or from burning nuclear fuel; or arising from any deliberate act by you or someone insured
• radioactive, poisonous, explosive or other dangerous under this policy.
properties of any explosive nuclear machinery or any part
of it.

5 Using your car on airfields

We will not pay any claim for events that happen while your car
is parked or is being driven in any area of an airport or airield
used for:
• moving, taking of or landing aircraft;
• parking aircraft or other ground equipment, and for
maintaining and refuelling; or
• customs inspections at passenger terminals.

12 MUGR040 Jun 2018

 Conditions that apply to all of
this policy
1 General 5 Taking care of your car
We will only provide the cover set out in this policy if you keep You must make sure that:
to all the terms and conditions of the policy. • your car is in a roadworthy condition and is safe to drive;
and
2 Your duty • you do all you can to keep your car and its contents safe.
All the information given to us must be complete and correct
If your car is damaged by something covered under this policy,
as far as you know. You are responsible for making sure that
you must do whatever is necessary to protect your car and its
information relating to all drivers the policy covers is complete
accessories from further loss or damage.
and correct.
If we ask, you must let us examine your car at any
If we discover that you (or someone acting for you) deliberately
reasonable time.
gave us incomplete or false information, all cover under this
Your car must have a current MOT certiicate (if it applies).
policy will end. We will treat the policy as though it never
existed and we will not pay your claim. 6 Cancelling your cover
We may also recover any money we may have paid under You can cancel this policy at any time by calling the insurance
this policy. advisor who sold you the policy. If cover has not yet started we
will refund any premium paid in full. If cover has started, we
3 How to claim and how to tell us about will refund you for the time that is left on the policy, providing a
claims which may be made against us claim has not been made, or may be made on the policy.
(In this condition only, you means you, your legal
If a claim has been made you must pay the full annual
representative or anybody insured under this policy.)
premium and you will not be entitled to any refund.
You must give us, as soon as possible, full details of any event
We or your insurance broker or intermediary can cancel this
that could lead to a claim under this policy.
policy by sending you seven days’ notice to your last known
You must not:
address. The reason for cancellation will be set out clearly in
• admit an accident is your fault;
the communication with you. Valid reasons include, but will not
• negotiate to settle any claim; or
be limited to, those listed below;
• ofer or promise anything without our permission in writing.
• Changes to the information detailed on your proposal,
You must send us, unanswered, any documents you receive to
statement of insurance or statement of fact, schedule or
do with the claim (or any accident or event which may lead to
certiicate of motor insurance which result in us no longer
a claim). wishing to provide cover.
If you know about any possible legal action or inquiries that • Where the circumstances of a new claim, or an incident
might be carried out, you must tell us immediately in writing. we have become aware of, result in us no longer wishing to
We may, in your name, take over and deal with a claim and try provide cover.
to recover from others any money we have paid out under this • Where we suspect fraud on this or any other related policy.
policy. At all times you must give us whatever help we need. • Where you, a person acting on your behalf, or any person
If the law of any country where you are covered by this policy covered to drive the vehicle uses threatening, intimidating or
says we must settle a claim which we would not otherwise abusive behaviour or language towards our staf, suppliers
have paid, we can ask you (or the person who caused the or agents acting on our behalf, including your insurance
event) to pay us that amount. adviser.
• Where any person claiming cover under this policy fails to
4 Other insurance
provide us with any reasonable information we ask for.
If you are covered by any other policy for any claim, we will
• Where a misrepresentation has been made that results in
pay only our share of the claim (unless we say otherwise in
us no longer wishing to provide cover.
this policy).

MUGR040 Jun 2018 13

 Conditions that apply to all of this policy - continued

• Where we are unable to collect a premium payment due to • you make changes to your car (including itting security
insuicient funds in the account you have nominated to pay devices); or
from (notice will be sent to your last known address allowing • you develop any physical or mental problem that afects
you an opportunity to rectify the situation, and conirming your ability to drive.
that a second attempt to collect the payment will be made). This is not a full list. If you are not sure whether you need to
• Where we are unable to collect a premium payment due tell us about a change in circumstances, tell us anyway.
to a Direct Debit Instruction being cancelled (notice will be
sent to your last known address allowing you an opportunity
to rectify the situation by reinstating the previous Direct
Debit instruction, providing a new Direct Debit instruction or
by providing the full outstanding premium).
If you sell or get rid of your car, you must tell us immediately.
All cover under this policy will stop unless you replace your car
and give us its details within seven days of getting rid of your
old car.

7 Settling disagreements
If we accept your claim under sections 2, 3, 4, 5, 7, 8 or 11
of this policy but we and you cannot agree the amount we
should pay, we will pass the matter to an arbitrator to decide.
The arbitrator is an independent person who we and you will
appoint in line with the law in force at the time. You cannot take
legal action against us before the arbitrator makes a decision.

8 Paying your premium

If you have not paid your premium, we will not provide cover
from the date the premium was due.
If you claim under this policy and you are paying your premium
under one of our credit schemes, we may take from your
claim any amount you still owe us for the rest of the period
your policy applies. The cover under this policy will continue
until the renewal date unless your car is declared a total loss
and you do not replace it or we do not agree to cover the
replacement car.

9 Contracts (Rights of Third Parties) Act

Under the Contracts (Rights of Third Parties) Act 1999 or any
other relevant laws, only you and we may enforce any of the
terms of this policy. This will not afect any rights other people
or organisations have under other laws.

10 Telling us about changes in your

circumstances
Please tell us about any changes which may afect your cover.
If you fail to do so, your policy may not be valid and we may
not pay your claim.
For example, you must tell us if:
• you want to change the drivers insured under this policy;
• you move house or change the place you keep your car;
• you expect to do fewer or more miles each year;
• your name changes (for example, by marriage);
• your driving licence number (DLN) changes;
• you change your car or the owner of your car changes;
• you change what you use your car for (for example, you
start using it for business purposes);
• you get a new job (full-time or part-time) or take on a
second job;

14 MUGR040 Jun 2018

 Making a claim
If your car is involved in an accident or has If your car is a total loss
been damaged or stolen, here’s what to do. If:
We hope you’ll ind our service fast, eicient and friendly. • your car cannot be repaired;
Call Onecall on 0345 126 2596 (or +44 23 8062 1982 if you • the cost of the repair is more than the market value of the
are phoning from outside the United Kingdom) as soon as car and its accessories; or
possible. You can do this at any time of the day. • your car is stolen and not found;
we will call it a total loss and it will become our property. You
You will need to tell us: must send us its registration document (V5 or V5C).
• your policy number or the number shown on your certiicate If it is possible to do so, we will immediately move your car to
of motor insurance; a place it can be stored, so please make sure you remove all
• your personal details; your belongings from the car.
• the driver’s personal details, if you were not driving your car; For reasons of safety and to prevent fraud, insurers actively
and discourage policyholders keeping a vehicle that has been
• full details of what happened, including the details of any declared a total loss, and future insurance on these vehicles
other people or vehicles involved and any witnesses’ names may not be available.
and addresses.
We will validate your claim and discuss with you how your Documents you must send us to claim
claim will be progressed. for a total loss
Before we can deal with your claim, you must send us:
Getting your car repaired • your certiicate of motor insurance;
If your car needs to be repaired, we have a network of
• the vehicle registration document (V5 or V5C);
approved repairers across the United Kingdom who can
• the MOT test certiicate (if applies);
arrange to start work on your damaged car as soon as
• all sets of car keys;
possible. Simply call Onecall and we will contact the nearest
• details of any money you still owe for the car; and
repairer to you. You do not need to get estimates for the
• any other documents you may want us to take into account
repair because we already have agreements in place with our
when valuing your car (such as the car’s service history).
repairers.
If possible, please also send us the receipt for your car. This
We can arrange to collect your car from your home and return
will help us deal with your claim faster.
it to you once it has been repaired. When your car has been
Please send the documents to us direct so we can pay your
repaired, you will need to pay the repairer the excess and any
claim as soon as possible.
contribution that may apply.
We will contact you to agree the market value of your car.
We have chosen repairers carefully to make sure you receive
From this value we will take of the amount of:
the highest standard of repairs and service.
• any excess;
All repairs carried out by repairers we approve are backed by a
• any money you owe; and
three-year warranty.
• any premium you have not yet paid. You must still pay
If you want, you can arrange for a repairer you choose to carry
the full yearly premium because we have met all our
out the repairs. If you want to do this, you must send us a
responsibilities to you under the policy.
detailed repair estimate and full details of the accident before
your repairer starts any work.

Temporary replacement car

For full details of this scheme, please read section 11 of
this policy.

MUGR040 Jun 2018 15

 Making a claim - continued

If your car is stolen

If your car is stolen and is found, but it has been
damaged, we will either repair it or treat it as a total loss
as described above.
If the car is not found we will treat it as a total loss.
We place all claims for a total loss on a register shared
by a range of insurance companies. This is to protect us
against fraud.

Broken windscreens and glass

If you need to claim for a broken windscreen or broken glass,
phone the Ageas Glassline on 0800 174 764 and show the
repairer your current certiicate of motor insurance when they
repair the glass.
If you claim for a broken windscreen or broken glass, this will
not afect your no claim discount as long as there is no other
damage to your car (apart from any scratches on the bodywork
caused by broken glass) and none of your belongings have
been stolen from your car.
Glass damage can often be repaired but you need to phone
our Glassline as soon as possible. If you do not get the
damage repaired as soon as possible, the damage is likely
to spread until a much more expensive and time-consuming
replacement is needed.
If your policy does not cover windscreen damage, by calling
our Glassline you may still qualify for a discount for standard
items. However, you will need to pay the windscreen company
in full when you get the windscreen repaired or replaced.

Personalised number plates

If your car is stolen and not found, or declared a total loss,
you should contact the Driver and Vehicle Licensing Authority
(DVLA) as soon as possible to transfer your number plate to a
replacement car.
If you fail to do this, we may not be able to pay your claim as
quickly as we normally would.

Claiming for ‘uninsured losses’

When you make a claim, any costs which are not included
under your policy (such as your policy excess) are known as
‘uninsured losses’.
If you have an accident and it is not your fault, you may be
able to claim these costs back from the other driver.
Before you contact the other driver or their insurers direct you
must tell us that this is what you plan to do.
You may have separate insurance that pays the costs of
claiming for your uninsured losses. Please check your policy
documents.

16 MUGR040 Jun 2018

 Privacy Notice
We are Ageas Insurance Limited and are part of the Ageas Sharing your information
group of companies. The details provided here are a summary We share your information with a number of different
of how we collect, use, share, transfer and store your organisations which include, but are not limited to: other
information. For our full Privacy Policy please visit our insurers; regulatory bodies; carefully selected third parties
website www.ageas.co.uk/privacy-policy or contact our Data providing a service to us or on our behalf; fraud prevention
Protection Oficer at: Ageas House, Hampshire Corporate Park, and credit reference agencies and other companies, for
Templars Way, Eastleigh, Hampshire SO53 3YA or by example, when we are trialling their products and services
emailing [email protected]. which we think may improve our service to you or our business
Your insurance adviser will have their own uses for your processes.
personal data. Please ask your insurance adviser if you would Unless required to by law, we would never share your personal
like more information about how they use your personal data without the appropriate care and necessary safeguards
information. being in place.

Collecting your information Keeping your information

We collect a variety of personal information about you including We will only keep your information for as long as is necessary
your name, address, contact details, date of birth, credit history, in providing our products and services to you and/or to fulil our
criminal offences, claims information and IP address (which is a legal and regulatory obligations. Please refer to our full Privacy
unique number identifying your computer). Where relevant, we Policy for more information.
also collect special categories of personal information (which
was previously known as sensitive personal information) such Use and storage of your information
as details regarding your health.
overseas
We also collect information from a number of different sources Your information may be transferred to, stored and processed
for example: publically available sources such as social media outside the European Economic Area (EEA). We will not
and networking sites; third party databases available to the transfer your information outside the EEA unless it is to a
insurance industry; irms, loss adjusters and/or suppliers country which is considered to have equivalent data protection
appointed in the process of handling a claim. laws or we have taken all reasonable steps to ensure the irm
has suitable standards in place to protect your information.
Using your information
The main reason we collect your personal information and/ Your rights
or special categories of personal information is because You have a number of rights in relation to the information we
we need it to provide you with the appropriate insurance hold about you, these rights include but are not limited to: the
quotation, policy and price as well as manage your policy right to a copy of your personal information we hold; object to
such as handling a claim or issuing documentation to you. the use of your personal information; withdraw any permission
Our assessment of your insurance application may involve you have previously provided and complain to the Information
an automated decision to determine whether we are able to Commissioner’s Ofice at any time if you are not satisied with
provide you with a quotation and/or the price. If you object to our use of your information. For a full list of your rights please
this being done, then we will not be able to provide you with refer to the full Privacy Policy.
insurance. Please note that there are times when we will not be able to
We will also use your information where we feel there is a delete your information. This may be as a result of fulilling our
justiiable reason for doing so for example: to prevent and legal and regulatory obligations or where there is a minimum,
detect fraud and inancial crime (which may include processes statutory, period of time for which we have to keep your
which proile you); collecting information regarding your past information. If we are unable to fulil a request we will always
policies; carrying out research and analysis (including proiling); let you know our reasons.
and recording and monitoring calls.
If you have given us such information about someone else, you
would have conirmed that you have their permission to do so.

MUGR040 Jun 2018 17

 How to make a complaint
Should there ever be an occasion where you need to complain, What to do if you’re not happy
we’ll do our best to address this as quickly and fairly as
possible.
with our response
In the unlikely event that we haven’t responded to your
If we can’t, then we’ll: complaint within eight weeks or you’re not happy with our inal
 Write to you to acknowledge your complaint. response you have the right to take your complaint onto the
 Let you know when you can expect a full response. Financial Ombudsman Service but you must do so within six
 Let you know who is dealing with the matter months of the date of our inal response.
In most instances, we’ll be able to address your complaint The Ombudsman is an impartial complaints service, which
within the irst few days of this being notiied to us. On is free for customers to use and taking your complaint to the
occasion, further investigation may be necessary, but we’ll Ombudsman does not affect your right to take your dispute to
provide you with a full written response to your complaint within the courts.
eight weeks of notiication. You can ind out more information about how to complain to the
If your complaint is about the way your policy was sold to you, Ombudsman online at: www.inancial-ombudsman.org.uk.
please contact your insurance adviser to report your complaint. Alternatively, you can write to the Ombudsman at:
If you’ve a complaint regarding your claim, please telephone us Financial Ombudsman Service
on 0345 122 3018. Exchange Tower
London
Alternatively, for claims or any other type of complaint, you E14 9SR
can also write to us at the address shown below or email us
through our website at www.ageas.co.uk/complaints (please By phone: 0800 023 4567
include your policy number and claim number if appropriate). By email: [email protected]
Our address: Please note that if you don’t refer your complaint within the
Customer Services Advisor six months, the Financial Ombudsman Service won’t have our
Ageas House permission to consider your complaint and therefore will only
Hampshire Corporate Park be able to do so in very limited circumstances, for example,
Templars Way if it believes that the delay was as a result of exceptional
Eastleigh circumstances.
Hampshire
SO53 3YA
Financial Services Compensation Scheme
We are covered by the Financial Services Compensation
Scheme (FSCS).
In the very unlikely event that Ageas was to go bust, your
insurance policy would still remain valid in the event that
you needed to make a claim. For more details about the
scheme visit www.fscs.org.uk or telephone 0800 678 1100 or
020 7741 4100.

18 MUGR040 Jun 2018

 Useful information
Protecting your car and belongings Protect your alloy wheels by itting locking wheel nuts
Unfortunately, car crime is very common. However, you can approved by Thatcham.
help prevent car crime. It is a condition of your policy that you At home, do not leave your car keys where a burglar can
must do all you can to keep your car and its contents safe. If easily ind them, such as on a hook or on a table.
you do not do this, you may not be able to claim under this Thieves often break into houses just to steal the car.
policy. We hope you ind the following tips useful. If you have a garage, use it and lock it.
Close all windows, including the sunroof, when you leave For more information, visit the crime prevention oicer at your
your car – even if you are just leaving it for a short time. local police station or visit https://crimestoppers-uk.org/
Lock your car even if it is on your drive or in your garage or keeping-safe/
you are just leaving it for a short time (for example, at a petrol
Protecting yourself and your passengers
station). Do not forget to lock the boot.
The following tips should help you make sure you and your
Take the car keys with you. Never leave your keys in your car passengers are safe.
or leave the engine running, even if you are only leaving your
Use head restraints. Whiplash injuries often result in many
car for a few minutes.
days of pain and sufering. Injuries such as whiplash currently
You should never leave your personal belongings on cost British insurers over £1 billion a year and account for over
display in your car. If you cannot take them with you when 80% of the total cost of personal injury claims.
you leave your car, lock them away in the glove compartment To prevent whiplash, adjust your head restraint so it is as close
or boot. to the back of your head as possible (it is best if your head
touches the restraint). The top of the restraint should be as
Remove all radio, stereo and portable satellite-navigation
high as the top of your head.
equipment if possible when you leave your car.
You and the people travelling with you should check the
Fit an alarm or immobiliser to your car and make sure you position of your head restraints before every journey.
use it. Car thieves will often avoid cars that have an alarm The ‘new car whiplash ratings’ website, www.thatcham.org/
or immobiliser. You can ind out how easy a car is to steal or what-we-do/safety/whiplash shows the ratings of head
break into by logging on to the ‘new car security rating’ website restraints in new cars available in the United Kingdom.
at www.thatcham.org/security
Remember, it’s a head restraint – do not use it as a
If your car doesn’t have an alarm or immobiliser itted, you
headrest.
should consider itting one approved by Thatcham, the Motor
Insurance Repair Research Centre. You can ind details of Tiredness is thought to be a major cause of many
these devices at www.thatcham.org/security road accidents. You should take a break for at least 15
minutes every two hours.
Plan your journey to avoid having to stop in areas you don’t
know very well. You should not use your mobile phone while
driving. Making or receiving a call, even using a
Park your car carefully. Where and how you park your car
hands-free phone, can distract you from driving and
can be important for your safety and the security of your
could lead to an accident. It is now against the law to
car. The ‘Park Mark’ safer parking award is given to parking
use a hand-held mobile phone. If you are caught, you
areas if they achieve a standard of safety and security set
could get three points on your licence and a £60 ine.
by the police.
Log on to www.securedcarparks.com to ind out where these Wear seat belts. It is against the law not to wear a
car parks are. seat belt if one is itted. Wearing a seat belt could
If you can’t ind a secure car park: keep you safe if you have an accident. Make sure you
• park in a well-lit area if you are parking at night; and adjust the seat belt properly for your height and build.
• if you are using a multi-storey car park, choose a space that
is close to the exit and away from pillars.

MUGR040 Jun 2018 19

 The law provides a number of exemptions from wearing seat
belts. These are based on medical and other reasons.
Please ask your doctor if you think you should not wear a
seatbelt for medical reasons.
To be exempt for medical reasons, you must hold a ‘Certiicate
of exemption from compulsory seat-belt wearing’ issued by
a qualiied medical practitioner and you must show it to the
police if they ask.

Child car seats

Since 18 September 2006, laws apply to protect children
in cars.

For full details of the law, please go to

www.childcarseats.org.uk/law/ or phone the Department for
Transport on 020 7944 8300.

20 MUGR040 Jun 2018

 What to do if you have an accident
If you are involved in an accident or your car is stolen, call marks, where the witnesses were, and anything that was
Onecall on 0345 126 2596 (or +44 23 8062 1982 if you are blocking your and other people’s views.
phoning from outside the United Kingdom). Lines are open 24 • Write down what the weather was like, including whether
hours a day. it afected visibility (for example, fog) and the condition of
The following guidelines will help us to help you with your claim. the road.
• If anyone is injured, write down their name and their injury.
1 Stop your car if you:
• have an accident with another vehicle; 6 Letters and documents
• hit a pedestrian; You must send us all letters and documents you receive to do
• hit certain animals (for example, farm animals or dogs); or with the accident. Do not answer them yourself. Do not try to
• hit another person’s property. deal with any claim unless we have agreed this with you.
It is against the law to drive away.
7 Theft
2 Exchange all details If your car or its contents are stolen, you must report it to the
Make sure you get: police as soon as possible.
• the names, phone numbers and addresses of everyone
involved (including any witnesses);
8 Note
It will help speed up your claim if you have all your documents
• the details of their insurance companies (including names
to hand when you make your claim, such as your:
and policy numbers if the people know them); and
• certiicate of motor insurance;
• the registration numbers of the cars involved.
• driving licence;
3 Show your certificate of motor insurance • vehicle registration document (V5 or V5C); and
• If someone is injured in the accident, you must show your • MOT test certiicate (if it applies).
certiicate of motor insurance to anyone who has a good We will then guide you through the claims process.
reason for asking to see it.
• You must also tell the police within 24 hours of the incident, To make a claim, phone Onecall on 0345 126 2596.
and also show them your certiicate of motor insurance. It is important that you only use these numbers to claim.
4 Do not admit the accident was your fault To claim for broken glass, phone the Ageas Glassline on
0800 174 764
or offer any payment
Accidents are stressful, but it is essential that you do not:
• admit you are to blame; or
• ofer to pay anything;
as it could be diicult for us to manage your claim and may
also afect your rights.
Please tell us if any other person admits the accident was
their fault.

5 Write down all the facts

Write down all the facts of the accident as soon as possible,
no matter how trivial the fact may seem at the time – these
facts may help us prove your case.
• If possible, take a photo of the scene. It is a good idea to
carry a small disposable camera in your car at all times.
• If you do not have a camera, draw a diagram of the scene.
Show as much detail as you can – for example, the position
of all the cars involved (before and after the accident), road
names, road signs and markings, the width of the road, skid

MUGR040 Jun 2018 21

22 MUGR040 Jun 2018
MUGR040 Jun 2018 23
 To make a claim, call 0345 126 2596
Please add this number to your mobile phone

Ageas Insurance Limited

Registered address
Ageas House, Hampshire Corporate Park,
Templars Way, Eastleigh, Hampshire SO53 3YA
www.ageas.co.uk
Registered in England and Wales No 354568
Ageas Insurance Limited is authorised by the Prudential Regulation Authority and
regulated by the Financial Conduct Authority and the Prudential Regulation Authority.
Financial Services Register Number 202039.

MUGR040 Jun 2018