MyAppliancePlan Policy Information

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MyAppliancePlan  PROTECTION POLICY

Introduction

Your MyAppliancePlan Protection Policy is arranged by: MyCoverPlan Insurance Services Limited   with UK General Insurance Limited on behalf of Great Lakes Reinsurance (UK) SE, Registered in England No. SE000083. Registered Office: Plantation Place 30 Fenchurch Street, London, EC3M 3AJ.

Thank You for choosing MyCoverPlan Insurance Services Limited to supply Your policy.  We hope that Your Product will be trouble free, however should it fail during the Policy Period please follow the claims procedure detailed in Your policy.

MyCoverPlan Insurance Services Limited is an appointed representative of MB&G Insurance Services Ltd which is authorised and regulated by the Financial Conduct Authority (FCA), ref 306978.

MyCoverPlan Insurance Services Limited is registered in England and Wales, Company No. 07230612. Registered Address: MB&G, Cobalt Business Exchange, Cobalt Park Way, Newcastle, NE28 9NZ.

UK General Insurance Limited is authorised and regulated by the Financial Conduct Authority.

Great Lakes Reinsurance (UK) SE, is authorised by the Prudential Regulation Authority and regulated by the Financial Conduct Authority and the Prudential Regulation Authority.

This can be checked on the Financial Services Register at www.fca.org.uk/firms/systems-reporting/registeror by calling them on 0800 111 6768.

MAINTAINING COVER UNDER YOUR MONTHLY POLICY

Where You have opted to pay Your payment by monthly direct debit the Administrator will collect Your payment from Your bank account on an agreed date and subject to the successful collection of Your payment, We will provide the cover detailed in this policy wording. Cover will automatically continue until either You or We cancel the policy.

Where You have opted to pay by annual direct debit the Administrator will write to You four (4) weeks prior to the end date of Your policy to confirm their intention to renew Your policy.

Should You not wish to renew Your policy You must follow the cancellation process within the notification of renewal letter or as detailed under Cancellation section of Your Policy.

The Administrator is not obliged to offer renewal of Your policy and may cancel Your policy in-line with the Cancellation section.

Where Your policy is renewed, We will remove any Deferment Period from Your renewal policy.

Should You fail to make a payment when due, We will make a second attempt to make collection of Your direct debit, should We be unable to collect Your direct debit We will cancel Your policy and cover will cease from the date the payment should have been made.

WHAT PRODUCTS ARE COVERED?

You may insure up to seven large white kitchen appliances that have been purchased in the UK, chosen from the following list:

• Washing machine;

• Washer dryer;

• Tumble dryer;

• Dishwasher;

• Cookers, ovens, hobs (but excluding Agas);

• Fridge, freezer or fridge-freezer;

• American style side by side fridge-freezers;

• Microwave ovens.

Your Products must be registered with the Administrator by telephone or by mailing a registration form and cover will not commence until 28 days after the first payment is made. We reserve the right to decline the inclusion of some manufacturers or products where We are not able to offer service.

Products may be substituted at any time by contacting the Administrator; cover will not commence on the substituted product until 28 days after the first payment is made.

DEFINITIONS

The words or expressions detailed below have the following meaning wherever they appear in this policy in bold with a capital letter.

Accidental Damage – A sudden and accidental event resulting in the failure of any component of the Products which prevents normal operation and requires repair or replacement before normal operation can be resumed.

 

Administrator – Refer to MyCoverPlan Insurance Services Limited    for queries relating to the issue of Your policy / policy amendments.

Beyond Economic Repair – referred to as BER, which means in the opinion of Our approved engineer the cost of repair is more than the cost of replacement.

Claims Administrator – MB&G Insurance Services Limited, Cobalt Business Exchange, Cobalt Park Way, Newcastle, NE28 9NZ.

Call out – The attendance of an engineer to Your Home during normal working hours (9am – 5pm Monday to Friday).

 

Claim Limit – Your policy provides unlimited claims up to a maximum of £2,500.00 in the aggregate during the policy period.

Deferment Period – In respect of all sections of the policy no claim can be made for any incident that occurs within 28 days of the commencement date of this policy as shown in the Schedule.

Excess – The amount You will be required to pay towards each claim You make under this policy.

Home – The property situated in the United Kingdom, Channel Islands or Isle of Man, detailed on Your Schedule

Insured / You / Your – The person named on the policy Schedule.

Mechanical / Electrical Breakdown – The actual and sudden mechanical / electrical failure or breakdown which results in the sudden stoppage of a Product’s normal functions and which necessitates repair to resume those functions. Failure or breakdown that ultimately results from wear and tear is excluded from the scope of cover afforded by this policy.

Policy Period (Monthly) – This insurance commences on the date shown on Your policy Schedule, Your policy is renewed every month upon receipt of Your monthly premium. This insurance does not have a specified end date and renewals and cover will continue until either You or We cancel the policy. subject to payment of premiums.

Policy Period (Annual) – This insurance commences and expires on the dates shown on Your policy Schedule, subject to payment of premiums.Products – Kitchen appliances as detailed on the Schedule used in a domestic environment. Cover only extends to the Product(s) detailed on Your policy Schedule.

Schedule – Contains details of You and the Product the subject of this insurance.

We / Our / Us / Insurer – UK General Insurance Ltd on behalf of Great Lakes Reinsurance (UK) SE.

In consideration of the Insured being accepted for cover, We agree to indemnify the Insured up to the Claim Limit detailed herein, subject always to the definitions, conditions, exclusions and periods contained herein.

WHAT IS COVERED

A: Mechanical / Electrical Breakdown

Your policy provides cover against Mechanical / Electrical Breakdown of the Products identified on Your policy Schedule.  Cover includes parts, labour and Call out charges (inc. VAT) during normal working hours (9am – 5pm Monday to Friday) subject to the terms, conditions and exclusions of Your policy.

Where You have taken out an annual policy and the Product is under 6 years of age at the time of purchase of Your policy and is declared BER, We will replace the Product with a product of similar specification and functionality.

Where You have taken out a monthly policy and the Product is under 6 years of age at the time of the monthly renewal of Your monthly policy and is declared BER, We will replace the Product with a product of similar specification and functionality.

We reserve the right to make settlement of any claim resulting in replacement of the Product in cash or by voucher.

B: Accidental Damage

Your policy provides cover against Accidental Damage to the Products identified on Your policy Schedule. Cover includes parts, labour and Call out charges (inc. VAT) during normal working hours (9am – 5pm Monday to Friday) subject to the terms, conditions and exclusions of Your policy.

Where You have taken out an annual policy and the Product is under 6 years of age at the time of purchase of Your policy and is declared BER, We will replace the Product with a product of similar specification and functionality.

Where You have taken out a monthly policy and the Product is under 6 years of age at the time of the monthly renewal of Your monthly policy and is declared BER, We will replace the Product with a product of similar specification and functionality.

We reserve the right to make settlement of any claim resulting in replacement of the Product in cash or by voucher.

WHAT IS PROVIDED

A: We will arrange for Your policy documentation to arrive promptly and will be sent to you within 7 working days.  You will need to check the policy does meet Your needs and keep the policy document in a safe place in case You need to refer to it.  The product shall be subject to the conditions set out below.

B: Your policy relates to the Products that You have indicated You wish to be covered for.

C: In return for Your payments set out in the confirmation We will repair or replace the Products. This pre-payment is for services to be rendered in a response to a possible future contingency.

D: Customer services: We will provide a telephone helpline offering You help and assistance. The telephone number is 0191 258 8129. Office hours are Monday to Friday 9am to 5pm.  We aim to offer You Our next day service. Please allow up to 3 working days for service response to accommodate unforeseen circumstances.

E: In the event that Your Product or any part of it suffers a Mechanical / Electrical Breakdown, You must inform the Claims Administrator  straight away on 0191 258 8129. We will arrange for Our representative engineers to attend at Your Home as soon as is mutually convenient. F: We will carry out repairs or replacements (as Our contracted engineers seem reasonable) to the Products. In the event of a replacement being necessary, a replacement Product may be reconditioned.

What is not covered

Repairs or replacements of the Products will not be provided if the Products are still covered by any manufacturer’s, supplier’s or repairer’s warranty or arise from or in the event of:

A. Where the Product is over 8 years of age at the time of purchase/renewal of the policy;

B: A Product being recalled by any supplier or manufacturer, due to a generic manufacturer defect or any other reason;

C: Any unauthorised modification of a Product including (without limitation) any upgrade not authorised by the person who supplied it to You or addition of any accessories not approved by the manufacturer;

D: Your failure to follow any operating instructions in relation to the Products;

E: Use of a Product in a non-domestic or commercial environment;

F: Where any damage to a Product has been caused by loss, theft or attempted theft;

G: No fault being found with Your Products;

H: Routine maintenance, cleaning and servicing of the Products, supplies or services to Your Home;

I: Cosmetic damage such as damage to paintwork or dents or scratches to the Products;

J: Replacement of any consumable or auxiliary items e.g. batteries or any accessories or peripherals that were not part of the original Product offerings at the time of purchase;

K: The Product not properly installed by installers authorised by the supplier;

L: Any claim occurring within 28 days of the first payment made on Your Policy;

M: Costs associated with the initial set up;

N: Claims for rectifying maladjustment or incorrect configuration of setting of manual controls;

O: Faults known to You before commencement of cover under Your Policy;

P: Claims arising as result of normal wear & tear;

Q: Any other costs that are directly or indirectly caused by the event which led to Your claim unless specifically stated in this policy;

R:  Deliberate or malicious damage or neglect of the Products;

S:  The replacement of the Product where it is declared BER and was over 6 years of age at the time of inception of the policy;

T: Any Excess payable as detailed within Your policy Schedule.

General Conditions

Claims are only valid where authority has been issued by the Administrator or their appointed engineer.

1) The Claims Administrator will make reasonable attempts to obtain a suitable engineer, provided that provision of service is not precluded by:

a) adverse weather conditions;

b) industrial disputes (official or not);

c) failure of the public transport system (including the road network) and repair thereto;

d) schedule of Engineer coverage based on geographical locations;

e) other circumstances preventing access to Your Home or otherwise making provision of cover impractical.

2) We shall be entitled to:

a) decline cover if, in Our opinion, Your Home or services have not been maintained in a safe or serviceable condition;

b) decide on the most appropriate means of providing cover, although We will take Your wishes into account whenever possible;

c) Your assistance in carrying out such extensive diagnostic tests via the telephone as We see necessary to resolve any problems before we arrange an engineer Call Out.

3) You may be responsible for any Call Out charges if having requested assistance You are not at Home when the engineer arrives.

4) We will arrange to supply and fit replacement parts or components where required and covered under Your policy. If You request any additional work or replacement parts, You will be responsible for the additional cost.  We are not responsible for any inconvenience, loss or damage caused by delay in the supply of spare parts or components by manufacturers or their suppliers or agents.

5) Unless some other law is agreed in writing, this policy is governed by English law. If there is a dispute, it will only be dealt with in the courts of England or of the country within the United Kingdom in which Your main residence is situated.

6) You are required by the provisions of the Consumer Insurance (Disclosure and Representations) Act to take care to:

a) supply accurate and complete answers to all the questions We or the Administrator may ask as part of Your application for cover under the policy;

b) to make sure that all information supplied as part of Your application for cover is true and correct;

c) tell Us of any changes to the answers You have given as soon as possible.

Failure to provide answers in-line with the requirement of the Act may mean that Your policy is invalid and that it does not operate in the event of a claim.

7) If You move address then You must inform the Administrator in writing or by phone.

8) Where the Insurer deems the Product to be beyond economical repair or makes financial settlement in lieu of repair all benefits under this policy will cease.

9) This insurance is automatically cancelled if You submit a claim knowing it to be false, fraudulent or a misrepresentation. Provision of Services

We reserve the right to delay or suspend the provision of any of the services We have agreed to supply to You until We have been paid by You in full and in cleared funds all sums due and owing to Us under this agreement.

CLAIMS PROCEDURE 

It is vital in the event of a claim that You contact the Claims Administrator by telephone on 0191 258 8129. Please provide the Claims Administrator with as much information about what has happened as soon as possible, so they can give advice.

If You require a Call Out to resolve the problem, the Claims Administrators will ask you for payment of the Excess, as shown in Your Schedule, by debit or credit card.  They will not request a Call out on Your behalf until this has been paid.

Please have Your policy number and details of the Product with You at the time of reporting the fault.

UK General Insurance Limited is an insurer’s agent and in the matters of a claim act on behalf of the Insurer.

CANCELLATION 

We hope You are happy with the cover this policy provides. However, if after reading this policy, this insurance does not meet with Your requirements, please write to MyCoverPlan Insurance Services Limited within 14 days of issue and We will cancel the policy. The cancellation period provided within Your policy is inclusive of the statutory 14 day period which begins on the commencement date or 14 days from the date You receive Your policy documentation, whichever is the later.

Thereafter, You may cancel the insurance cover at any time by informing the Administrator however no refund of premium will be payable.

The Insurer shall not be bound to accept renewal of any insurance and may at any time cancel any insurance document by giving 14 days notice in writing where there is a valid reason for doing so. A cancellation letter will be sent to You at Your last known address. Valid reasons may include but are not limited to:

a)   Fraud

b)   Non-payment of premium

c)   Threatening and abusive behaviour

d) Non-compliance with policy terms and conditions

If the Insurer cancels this policy, subject to no successful claims being made by You during the

Policy Period and provided the premium has been made in full, You will be entitled to a refund of the proportionate part of the premium corresponding to the un-expired Policy Period.

OUR PROMISE OF SERVICE 

It is the intention to give You the best possible service but if You do have any questions or concerns about this insurance or the handling of a claim, You should in the first instance contact the Managing Director of the Administrator. The contact details are:

The Customer Service Manager, MyCoverPlan Insurance Services Limited , MB&G, Cobalt Business Exchange, Cobalt Park Way, Newcastle, NE28 9NZ, Tel: 0191 258 8129.

If Your complaint is regarding the handling of a claim, please contact the Claims Administrator:

MB&G Insurance Services Limited
Cobalt Business Exchange,
Cobalt Park Way,
Newcastle,
NE28 9NZ
Tel: 0191 258 8129

In all correspondence please state that Your insurance is provided by UK General Insurance Ltd and quote scheme reference 05747A.

If Your complaint cannot be resolved by the end of the next working day, it will be passed to:

The Customer Relations Manager,
UK General Insurance limited,
Cast House, Old Mill Business Park,
Gibraltar Island Road,
Leeds,
LS10 1RJ
Tel: 0345 218 2685

Email: customerrelations@ukgeneral.co.uk

If it is not possible to reach an agreement, You have the right to make an appeal to the Financial Ombudsman Service. This also applies if You are insured in a business capacity and have an annual turnover of less than €2 million and fewer than ten staff. You may contact the Financial Ombudsman Service at:

The Financial Ombudsman Service,
Exchange Tower,
Harbour Exchange Square,
London,
E14 9SR
Tel: 0845 080 1800 

The above complaints procedure is in addition to Your statutory rights as a consumer. For further information about Your statutory rights contact Your local authority Trading Standards Service or Citizens Advice Bureau.

COMPENSATION SCHEME

Ageas Insurance Limited is covered by the Financial Services Compensation Scheme (FSCS). You may be entitled to compensation from the scheme, if they cannot meet their obligations. This depends on the type of business and the circumstances of the claim. Most insurance contracts are covered for 90% of the claim with no upper limit. You can get more information about compensation scheme arrangements from the FSCS or visit www.fscs.org.uk

DATA PROTECTION ACT (1998)

Please note that any information provided to Us will be processed by Us and Our agents in compliance with the provisions of the Data Protection Act 1998, for the purpose of providing insurance and handling claims, if any, which may necessitate providing such information to third parties. We may also send the information in confidence for process to other companies acting on their instructions including those located outside the European Economic Area.