Our Terms and Conditions

The important stuff

Vodafone Cover Me Insurance Scheme

ACE European Group Limited (‘the insurer’) will in return for your continued payment of the monthly premium, reimburse Vodafone Limited and/or the customer (that’s you) for the cost of repair or replacement of your mobile (to the same specification, which may be by way of a refurbished mobile) where your mobile has been damaged, lost or stolen during the period of insurance subject to the following definitions, exclusions and conditions. The insurer shall only be liable to pay one claim in any calendar month. Cover will only apply in respect of a mobile registered with Vodafone Limited.

The bit about money

You can claim up to a retail value of £1000 for a mobile phone or data communication device and up to £200 for accessories.

Where and when

Your mobile is covered all the time it’s with you in the UK, or if you’ve taken it temporarily out of the country, it will be covered for 30 consecutive days.

Which words mean what

1. When we use the word mobile we mean any voice mobile telephone or data communication device or USB Modem that has been supplied to you or authorised by Vodafone Limited with the IMEI number primarily used by You, which is equipped with a SIM supplied by Vodafone Limited and activated for use by Vodafone Limited. Mobile will also mean any accessory that fits with your equipment that has been supplied by Vodafone. But mobile does not mean any vehicle installation materials, fixed installation material, software and content downloads.

2. You means you, as long as you’re over 18 years old, and any person who has been authorised by you to use the equipment.

3. Unattended means when you leave the mobile in a public place whether it is in a bag / purse or not and you weren’t around to stop the loss, theft or damage happening.

4. Public places include libraries, parks, restaurants, shops, public houses, nightclubs and similar places open to the public.

5. ‘Period of insurance’ refers to one calendar month starting from the date you pay your premium. Your policy will automatically renew on a monthly basis for up to fifty-nine (59) months provided you pay the required premium or unless the policy is cancelled within the terms of “Our conditions” below, under clause 7.

6. Administrator means Marsh Limited, PO Box 7135, Witham, Essex CM8 2WF.

Things that aren’t covered

The insurer shall not be liable for:

a. More than one claim per calendar month;

b. The first £25 of the cost of repairing or replacing your mobile. For USB modems and data devices no deduction from the claim settlement will be made by the insurer.

c. Paying a claim under this policy if your mobile is not equipped with your Vodafone authorised SIM at the time of the incident or event giving rise to such claim.

d. (i) Loss or theft of, or damage to, any accessory unless the mobile or data communication device is lost, stolen or damaged as part of the same event;

(ii) Loss or theft, or damage as a result of an attempted theft, of your mobile from any vehicle left unlocked unless the equipment is out of sight and evidence of forcible and violent entry to the vehicle or premises is provided or unless you are in the vehicle;

(iii) Loss or theft of your mobile when left unattended in a public place or a place to which the public has access at the time of the incident;

(iv) Theft or damage as a result of an attempted theft or malicious damage not reported to the Police within 48 hours of discovery;

(v) Loss of your mobile when left unattended in a known location;

(vi) Loss, damage or theft if you haven’t told the Administrator within 7 days after discovery;

(vii) Loss, damage or theft through leaving the Equipment on the roof, bonnet, boot or any exterior part of a vehicle

e. The cost of:

(i) Repairs to interior or exterior paintwork caused by scratching or chipping of paintwork or polished surfaces;

(ii) Any costs or charges for which the manufacturer, supplier or distributor are liable in accordance with their standard contractual obligations.

f. Loss or damage caused by wear and tear, depreciation, insects, vermin, fungus or atmospheric or climatic conditions gradually operating cause any process of cleaning, repair, alteration, restoration, delay, confiscation or detention by order of any government public or Police authority;

g. For loss of use or reconnection costs or subscription fees of any kind, any expense incurred as a result of not being able to use the mobile, any unauthorised call use from your mobile phone or any loss other than the repair or replacement costs of the mobile.

h. Any loss, theft or damage caused by a wilful act or negligence by you (or any person using your mobile with your permission).

i. Loss or damage directly or indirectly caused by:

(i) War, invasion, act of foreign enemy hostilities (whether war be declared or not), civil war, rebellion, revolution, insurrection, or military or usurped power, nationalisation, confiscation, requisition, seizure or destruction by the government or any public authority;

(ii) Ionising radiations or contamination by the radioactivity from any nuclear waste from the combustion of nuclear fuel or the radioactive toxic explosive or other hazardous properties of any explosive nuclear assembly or nuclear component thereof;

(iii) Pressure waves caused by aircraft or other aerial devices travelling at sonic or supersonic speeds;

(iv) Terrorism, regardless of any other cause or event contributing concurrently or in any other sequence to the loss. For the purpose of this exclusion, terrorism means any act including but not limited to the use of force or violence or the threat thereof of any person or group of persons whether acting alone or on behalf of or in connection with any organisation or government committed for political, religious, ideological or similar purposes including the intention to influence any government or to put the public or any section of the public in fear.

j. Loss or damage directly or indirectly caused:

(i) By your mobile failing to correctly recognise data representing a date in such a way it does not work properly or at all;

(ii) By a virus.

For the purpose of this exclusion, ‘virus’ includes trojan horses, worms, logic bombs or any program or software which prevents your mobile’s operating system software or content download working properly or at all.

Our conditions

1. Indemnity

The insurer may choose to either repair or replace your mobile (which may be by way of a refurbished mobile), provided always that the total liability of the insurer shall not exceed a Vodafone retail value of £1000 for a mobile phone or data communication device and up to £200 for accessories or the cost to the insurer of providing you with a mobile of an equivalent specification, as close as possible, in the opinion of the insurer.

2. Reasonable precautions

You shall take all reasonable precautions to protect your mobile and shall keep it in a proper state of repair.

3. Not telling the truth

(a) This policy shall be void in the event of fraud or misrepresentation or non-disclosure or alteration of risk;

(b) If you give misleading information when making a claim, the claim will be declined and the policy will be cancelled without notice by the insurer and you will be liable to pay for benefits already paid by them under this policy. No refund of premium will be allowed and then you may be prosecuted;

(c) When you report the theft of a mobile to Vodafone Limited the insurer shall be entitled to request Vodafone to blacklist the phone;

(d) If a mobile that is replaced by the insurer due to loss or theft is recovered you must inform the insurer and make arrangements to give back the recovered mobile. The insurer reserves the right to recover any costs involved in replacing or repairing the mobile if you fail to do so.

4. Making a claim

As soon as you discover any incident that you need to claim for under this policy you must:

(a) In the case of theft, damage as a result of attempted theft or malicious damage, notify the Police (or if you are abroad, the local equivalent of the Police) within 48 hours of the discovery of the theft or damage and obtain a crime reference number or a Police report where available.

(b) In the event of any claim under this policy: notify Vodafone as soon as possible but not later than 7 days after the discovery of the theft, loss or damage.

(c) Provide the Administrator with if requested a copy of the relevant airtime contract.

(d) It is a condition precedent to liability of the insurer that when any event occurs which gives rise to a claim under this policy the mobile must be repaired or replaced by the insurer or an authorised repairer nominated by the insurer. If you don’t do this, any liability of the insurer that would have arisen as a result of such loss shall be forfeited.

5. Where you live

You must be permanently resident in the United Kingdom at the start of this policy and at all times during the Period of Insurance.

6. Letting us know if you change your mobile

If you change your mobile you must tell Vodafone Limited. The insurer will not be liable for the cost of repairing or replacing any mobile not registered with Vodafone under this policy.

7. Cancelling your policy

You or the insurer may cancel this policy by giving 30 days notice to each other. You need to contact Vodafone on 191 from a Vodafone mobile or 08700 700 191* from any other phone or write to Correspondence Management, Vodafone, Post Room, Balliol House, Banbury, OX17 3NS. We won’t refund the premium for the period the policy was valid prior to such a cancellation. You also have a right to cancel this policy, which extends for 7 days from the later of:

(a) The day you are informed that the policy has commenced and;

(b) The day on which you receive the full terms and conditions of the policy.

On receipt of the notice you will receive a refund of any premiums already paid unless the insurer has already been notified of a claim.

What to do if you’re not happy with us

ACE is dedicated to providing you with a high quality service, and wants to maintain this at all times. If you feel that ACE has not offered you a first class service or you wish to make an enquiry regarding this insurance, please contact Marsh Ltd, who is the Administrator of the scheme on 0870 333 8954* or write to them at:

Marsh Limited, Vodafone Cover Me Scheme, PO Box 7135, Witham, Essex, CM8 2WF

The Administrator will try to resolve your concerns within 24 hours. If this is not possible they will acknowledge your complaint within 5 working days of receipt and provide a response within 4 weeks.

If you are still not satisfied, please contact ACE by writing to: Vodafone Cover Me Coordinator, ACE European Group Ltd 100 Leadenhall Street, London EC3A 3BP

ACE is a member of the Financial Ombudsman Service (the FOS) who can be approached for assistance should you remain dissatisfied. The FOS’s contact details are South Quay, 183 Marsh Wall, London, E14 9SR. Tel. 0845 080 1800** e-mail: enquiries@financial-ombudsman.org.uk

Demands and needs

This insurance policy meets the demands and needs of an individual who wishes to purchase protection against the risks of Theft, Loss or Damage to Equipment purchased from Vodafone

Your insurer

This insurance is underwritten by ACE European Group Ltd whose main business is general insurance. ACE is registered in England, No 1112892, 100 Leadenhall St, London, EC3A 3BP; FSA registration FRN202803. It has appointed Vodafone as administration agents, and both may use the resources of and assign obligations to other companies. Any claim under your policy will be administered by Marsh Ltd. ACE and Marsh are authorised and regulated by the Financial Services Authority. Full details can be found on the FSA’s Register by visiting www.fsa.gov.uk/register or Tel: 0845 606 1234**

Details of compensation schemes

ACE is a member of the Financial Services Compensation Scheme (the FSCS). You may be entitled to compensation from the scheme in the unlikely event that ACE cannot meet its obligations. The FSCS will meet the first £2,000 of your claim in full plus 90% of the balance without any upper limit. Further details can be obtained from www.fscs.org.uk. Their contact details are: Financial Services Compensation Scheme, 7th Floor Lloyd’s Chambers, Portsoken Street, London E1 8BN. Tel 020 7892 7300

Your rights

Your rights as a customer to take legal action remain unaffected by the existence or use of any complaints procedures referred to above.

Keeping your personal data personal

All personal information supplied by you will be treated in confidence by Vodafone Limited and its subsidiary companies and ACE European Group Limited, the Administrator and their agents, subcontractors and suppliers. It will not be disclosed to any third parties except where your consent has been received, where permitted by law or to assist in the prevention and detection of fraud.

What laws apply

This policy is to be governed by English law. The courts of England and Wales shall have non-exclusive jurisdiction to settle any dispute that may arise in connection with this policy. ACE European Group Limited considers that English law also is the basis for the establishment of relations with you before the conclusion of the contract.

Chairman and Chief Executive Officer

ACE European Group Limited

*BT customers charged 4p per minute at off peak and peak times for UK calls. Calls from abroad and other providers’ rates may vary. Calls to 08 numbers from your mobile phone are excluded from bundle allowance and may cost up to 35p per minute.

** BT customers will be charged at the standard local call rate, charges from other networks may vary. Calls to 08 numbers from your mobile phone are excluded from bundle allowance and may cost up to 35p per minute.