MULTI APPLIANCE WARRANTY INSURANCE POLICY

 

This Insurance Policy has been arranged for You and is administered by ProductGuard which is a trading name of Hill Finance, whose offices are situated at Unit 211, Victory Business Centre, Somers Road North, Portsmouth, PO1 1PJ . Hill Finance is authorised and regulated by the UK Financial Conduct Authority under FRN 313916. Any questions, claims or complaints regarding this policy should initially be sent to ProductGuard by telephoning them on 0333 533 0001.

DEFINITIONS

Accidental Damage means the unintentional breakage, destruction or failure of Your appliance, with visible evidence of an external force being applied, which makes the appliance unusable.

Administrator, Our, We or Us means Hill Finance

Breakdown means the cost of repair to or replacement of Your Equipment following a mechanical or electrical fault which stops the Equipment from working properly.

Certificate of Insurance means the document which is issued by the Us as evidence of cover and forms part of this Policy.

Data Controller means the Insurer, who determines the purposes and means of processing Your personal data.

Equipment means Your Equipment as shown on Your Certificate of Insurance.

Insurer means Acasta European Insurance Company Limited. Acasta is a company registered in Gibraltar, Registered Number 96218 with a registered office at 5/5 Crutchett’s Ramp, Gibraltar, GX11 1AA.

Period of Cover means the period during which this Policy is in force as shown on Your Certificate of Insurance.

Premium means the monies You have agreed to pay for this Policy as shown on Your Certificate of Insurance.

Start Date means the date this Policy commences as shown on Your Certificate of Insurance.

You, Your, Policy Holder or Insured means the party set out on Your Certificate of Insurance who is entitled to cover under this Policy.

PERIOD OF COVER

The amount shown on your policy document is the full price you will pay over the course of the policy. Our policies are sold as either one, two or three year policies, but we allow you to make payment in either monthly, quarterly or one off instalments. To reflect these different payment options the cover period is determined by your payment schedule. This means if you fail to pay the next instalment of your premium on the payment option you have chosen then your cover period will end accordingly.

For Monthly Payments

One calendar month from the Start Date shown on Your Certificate of Insurance and thereafter for each consecutive corresponding monthly period for a total period of 12 (1 year), 24 (2 year) or 36 (3 year) months.

For Quarterly Payments

Three Calendar months from the Start Date shown on Your Certificate of Insurance and thereafter for each consecutive corresponding quarterly period for a total period of 12 (1 year), 24 (2 year) or 36 (3 year) months.

For One Off Payments

12 (1 year), 24 (2 year) or 36 (3 year) month period from the Start Date shown on Your Certificate of Insurance.

WHAT IS INSURED

You are covered under this Policy for Breakdown and Accidental Damage of Your Equipment during the Period of Cover within the United Kingdom and Northern Ireland.

In the first instance We will try to resolve the issues You are having with Your Equipment through Our helpline. If it is not possible to resolve the problems with Your Equipment over the telephone we will send an engineer to You to repair Your Equipment.

In the event that Your Equipment cannot be repaired We will replace Your Equipment. In the event that a directly comparable replacement is not available We may, at Our discretion, offer You a cash settlement in line with the current market value of Your Equipment.

If We replace Your Equipment You will be responsible for disposing of Your original Equipment at Your own cost.

POLICY LIMITS

Equipment identified on Your Certificate of Insurance (excluding second and subsequent televisions)

You are able to make a claim under this Policy for losses up to the value of £1000 per claim unless a lower limit is specified for any equipment item in your Certificate of Insurance.

Second and subsequent televisions identified on Your Certificate of Insurance

You are able to make a claim under this Policy for losses up to the value of £250 per claim.

WHAT IS NOT INSURED

The following are excluded from the cover provided under this Policy:

1. Any claims (except for Satellite box claims) within the first 21 days of the Policy start date will be subject to a £100 excess;

2. Repairs or replacements of Equipment where such faults are still covered by the manufacturer's, supplier's or repairer's warranty;

3. Where the Equipment has been recalled by the manufacturer;

4. Faults which are due to a generic manufacturing defect;

5. Faults which arise from Your Equipment being modified in a manner which is not authorised by the manufacturer including but not limited to any upgrade or the addition of non-approved accessories;

6. Faults resulting from You failing to follow the operating instructions of Your Equipment;

7. Any claim where You use the Equipment for a non-domestic purpose or in a commercial environment;

8. Any fault or damage which has been caused, directly or indirectly, by faults with the domestic supply of electricity and/or Gas and/or water;

9. Any fault or damage caused by any theft, attempted theft, malicious damage or damage caused by fire or explosion.

10. Repairs for faults relating to a reduction in image retention on LCD screens, plasma or projection TV screens; pixilation, gas discharge, re-gassing or image burn on any surface or screen. Pixilation means the failure of either a Liquid Crystal Screen (LCD) or Plasma screen pixel to react to the signal applied to it.

11. Faults or damage resulting from a software virus, the configuration of user settings, the backing up or recovery of data, the loss, corruption or damage of/to data or the operating system of the Equipment.

Where an engineer is sent to repair Your Equipment You will be liable to pay for the cost of this where no fault is found with Your Equipment.

The Policy does not cover the following:

1. Routine maintenance, cleaning and servicing;

2. Work which You require to take place outside of Our Engineer's normal working hours (normal working hours are 9.00a.m to 5 p.m. Monday to Friday, excluding bank holidays).

3. Equipment which has to be repaired outside of the United Kingdom and Northern Ireland;

4. Any costs which are incurred as a result of not being able to use Your Equipment;

5. Any damage to property or personal injury;

6. Any costs which do not result from the event giving rise to a claim;

7. The replacement of any item which is intended to be replaceable such as fuses and batteries;

8. Cosmetic damage which does not affect the use of Your Equipment;

9. Equipment and/or connected cables which has not been installed properly;

10. Equipment which was not working in accordance with the manufacturer's specification before the Policy was taken out.

11. Any pre-existing fault prior to You taking out this insurance.

12. Costs of rearranging missed appointments with couriers/engineers;

13. Any repairs We have not authorised or repairs not carried out by one of Our approved engineers;

We will not provide services under this Policy if We are prevented from doing so as a result of an unusual or foreseeable event or circumstance beyond Our reasonable control (‘Force Majeure’). This would include, but is not limited to, war, threat of war, riot, civil disturbance or strife, terrorist activity (actual or threatened), industrial dispute, natural or nuclear disaster, fire, flood, drought, major adverse weather conditions, levels of water in rivers and Acts of God.

HOW TO MAKE A CLAIM UNDER THIS POLICY

If You experience any issues with your Equipment during the Period of Cover You should call Our helpline on the number below. In the first instance We will try to remedy any issues over the telephone. If We are unable to do so You are able to make a claim under the Policy and we will send an engineer out to You.

If You pay for this policy monthly or quarterly and wish to make a claim You will be required to pay any premium due for the remaining duration of the policy before Your claim can be authorised. Collection of the outstanding premium will be taken at the time of Your claim. Or alternatively the outstanding premium may be deducted from any settlement under this policy.

Our helpline can be contacted on 0333 533 0001.

CANCELLING THIS INSURANCE POLICY

You may cancel this Policy at any time by writing to Us at the contact address shown below.

If You cancel this Policy within 21 calendar days of receiving it You will receive a full refund of any Premiums You have paid to Us. If, however, You have made a claim during this period there will be no refund due.

If You cancel this Policy after 21 calendar days of receiving it cancellation will be effective immediately.

For Monthly Policies

You will not be charged any more Monthly Premium amounts and You will not receive a refund of any Premium You have paid to Us.

For Quarterly Policies

You will not be charged any more Quarterly Premium amounts and You will not receive a refund of any Premium You have paid to Us.

For One Off Policies

You will be entitled to a pro-rata return of Premium for the number of complete unexpired months remaining of Your Policy less an administration fee of £20.

 

You will not be entitled to a pro-rata refund if a claim or an incident that may give rise to a claim has occurred.

TERMINATION

This Policy will automatically terminate if You fail to pay the Premium due to Us.

RENEWAL

For Monthly Policies

We will notify You at least 21 days before the anniversary (and each subsequent anniversaries) of this Policy to remind You that We will continue to take the same regular payment of Premium from You unless You ask Us to cancel this Policy.

For Quarterly Policies

We will notify You at least 21 days before the anniversary (and each subsequent anniversaries) of this Policy to remind You that We will continue to take the same regular payment of Premium from You unless You ask Us to cancel this Policy.

For One Off Policies

We will contact You at least 21 days before this Policy is due for renewal to notify You that this Policy will renew automatically. If You do not ask Us to cancel this Policy We will take a payment for the renewal Premium.

GENERAL INFORMATION

Insurer Information

This policy is underwritten by Acasta European Insurance Company Limited.

Acasta is a company registered in Gibraltar, Registered Number 96218 with a registered office at 5/5 Crutchett’s Ramp, Gibraltar, GX11 1AA

Policy Administrator

This policy is administered by Hill Finance, Unit 211, Victory Business Centre, Somers Road North, Portsmouth, PO1 1PJ.

Hill Finance is authorised and regulated by the Financial Conduct Authority (FCA number 313916). This information can be checked by visiting the FCA’s website.

COMPENSATION SCHEME

Acasta European Insurance Company Limited who underwrite this contract are covered by the Financial Services Compensation Scheme (FSCS). You may be entitled to compensation if we cannot meet our obligations. This depends on the type of business and the circumstances of the claim.

Further information about compensation scheme arrangements are available from the FSCS. Telephone 020 7741 4100.

COMPLAINTS PROCEDURE

If You are dissatisfied with the service You are provided with by Us or under this Policy please contact Us using the contact details below quoting Your Policy number.

ProductGuard, Unit 211, Victory Business Centre, Somers Road North, Portsmouth PO1 1PJ

Telephone: 0333 533 0001

Email: customerservice@ProductGuard.co.uk

We will acknowledge the complaint within 5 business days of receiving it and do Our best to resolve matters within 8 weeks.

If You are dissatisfied with the response You receive in relation to Your complaint or Your complaint is not resolved within 8 weeks You have the right to refer your complaint to the Financial Ombudsman Service. You may contact the Financial Ombudsman at:

The Financial Ombudsman Service

Exchange Tower

London E14 9SR

Telephone: 08000 234 567 (free for people phoning from a fixed line) or 0300 123 9 123 (free for mobile phone users who pay a monthly charge for calls to numbers starting 01 or 02)

Email: complaint.info@financial-ombudsman.org.uk

Following this complaints procedure does not affect Your right to take legal action.

DATA PROTECTION

We are the Data Controller for the data You provide to Us. We need to use Your data in order to arrange Your insurance and associated products.You are obliged to provide information without which We will be unable to provide a service to You. Any personal information provided by You may be held by the Insurer in relation to Your insurance cover.

It may be used by Our relevant staff in making a decision concerning Your insurance and for the purpose of servicing Your cover and administering claims.

Information may be passed to loss adjusters, solicitors, reinsurers or other service providers for these purposes. We may obtain information about You from credit reference agencies, fraud prevention agencies and others to check Your credit status and identity. The agencies will record Our enquiries, which may be seen by other companies who make their own credit enquiries. We may check Your details with fraud prevention agencies. If You provide false or inaccurate information and We suspect fraud, We will record this.

We and other organisations may use these records to:

1. Help make decisions on insurance proposals and insurance claims, for You and members of Your household

2. Trace debtors, recover debt, prevent fraud, and manage Your insurance policies

3. Check Your identity to prevent money laundering, unless You furnish Us with satisfactory proof of identity.

We process all data in the UK but where We need to disclose data to parties outside the European Economic Area (EEA) We will take reasonable steps to ensure the privacy of Your data. In order to protect Our legal position, We will retain Your data for a minimum of 7 years.

We have a Data Protection regime in place to oversee the effective and secure processing of Your data. Under GDPR legislation, You can ask Us for a copy of the data We hold, have it corrected, sent to a third party or deleted (subject to Our need to hold data for legal reasons).

We will not make Your personal details available to any companies to use for their own marketing purposes. If You wish to complain about how We have handled Your data, You can contact Us and We will investigate the matter. If You are not satisfied with Our response or believe We are processing Your data incorrectly You can complain to the Information Commissioner’s Office, Wycliffe House, Water Lane, Wilmslow, Cheshire SK9 5AF Tel: 0303 123 1113.

PLEASE READ this notice as it explains the purposes for which the Insurer, or We will use Your personal information.

Each of the Insurer, and Us is a data controller (as defined in the Data Protection Act 1998) of the personal information each of them collects about You in connection with this policy.

Your personal information will be used for the following purposes: (a) for administration of this policy including, but not limited to, underwriting, administration and claims handling; (b) to communicate with You in connection with this policy; (c) for internal analysis and research; (d) to comply with legal and regulatory requirements; and (e) to help prevent, detect or deal with crime or fraud.

Each of the Insurer, and Us use agents and service providers to collect, hold and process on its behalf Your personal information for the purposes set out in this policy. These agents and service providers act on the Insurer's, or Our instructions (as applicable) and will only use information as the Insurer, or We tell them to. We may also pass your information outside of the EEA in order for our agents or service providers to complete their roles and obligations.

The Insurer, and We may disclose Your personal information to third parties (including to the police, other governmental bodies and other insurers) as required by law or if the Insurer, or We think the disclosure may help to prevent, detect and deal with crime or fraud.

You have the right to ask for a copy of the information the Insurer, or We hold about You (for which the Insurer, or We may charge a small fee). If You find at any time that any of the information the Insurer, or We hold about You is incorrect then You should promptly notify the Insurer, or Us and the Insurer, or Us (as appropriate) will correct the inaccuracy.

You can contact the Insurer, or Us about privacy issues or comment or complain about the Insurer's, or Our privacy practices by contacting:

Acasta Europe Limited which is based at Anglia House, Carrs Road, Cheadle, SK8 2LA.

Telephone – 0800 668 1350.

e-mail: info@acastaeurope.co.uk

ProductGuard, Unit 211, Victory Business Centre, Somers Road North, Portsmouth PO1 1PJ.

Telephone 0333 533 0001

e-mail: customerservice@ProductGuard.co.uk

ALTERATION AND ASSIGNMENT

You are not permitted to assign to another person(s) or change in any way the rights under this Policy without the written consent of the Insurer or its agent, acting on its behalf.

EXCLUSION OF THIRD PARTY RIGHTS

Nothing in this Policy is intended to confer a directly enforceable benefit on any other party and therefore the provisions of the Contracts (Rights of Third Parties) Act 1999 do not apply.

GOVERNING LAW

This Policy, and any dispute concerning its interpretation, is governed by the laws of England and Wales and the jurisdiction of the English Courts will apply. We will communicate in English.

All Prices Include IPT

ProductGuard and HomeGuard are trading styles of Hill Finance. Hill Finance is authorised and regulated by the Financial Conduct Authority. License number 313916

Address: Unit 211 Victory Business Centre, Somers Road North, Portsmouth, PO1 1PJ. Telephone: 0333 533 0001

 

The Financial Ombudsman Service (FOS) is an agency for arbitrating on unresolved complaints between regulated firms and their clients. Full details of the FOS can be found on its website at www.financial-ombudsman.org.uk

 

© 2020 Hill Finance

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