ø Insure Premier - O2 · o2.Co.Uk/abouto2/contactus within 48 hours of discovering the Theft or...

ø Insure PremierWhat you need to know

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Welcome to ø

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Contents

We’ve got it covered 1

What to do if your mobile phone is lost, stolen or damaged 2

Getting tough on Crime 3

Your ø Insure Premier Policy 4

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We’ve got it covered

Welcome to your ø Insure Premier policy. Here’s where we quickly summarise the key points of

the policy you’ve chosen. Then on page 4 you’ll find all the important terms and conditions –

please read these and keep this booklet safe.

Things to note

• Unless you’ve chosen to pay your premium for 12 months in advance, your policy is

renewable every month

• ø Insure Premier covers your mobile phone and accessories purchased from ø

• Your policy is underwritten by Altaïr Assurances S.A. UK Branch

• The maximum duration is 5 years per mobile phone

Benefits• Accidental damage – including water damage• Theft• Loss• Worldwide cover – includes free international delivery• £200 worth of accessory cover

Exclusions

• For an insured handset the Excess applicable for successful accidental damage and theft claims is £60 – see Exclusion 1

• In the event of a successful loss claim the Excess applicable for the first claim is £60 and any subsequent claim is £120 - see Exclusion 2

• We will not cover theft when your mobilephone has been left unattended in a publicplace – see Exclusion 4

• We will not cover loss where your mobile phonehas been left unattended in a known location – see Exclusions 3, 4, 5 & 6

• We will not cover the cost of repairs that fallwithin the manufacturers' warranty – see Exclusion 14

• Your insurance contract only covers yourregistered phone while connected to andcontaining your registered ø sim card andmobile number – see Airtime Agreements/Use of sim cards

More about your policy

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Stolen(must be completedwithin 48 hours)

If your mobile is… Step 1 Step 2 Step 3

Lost(must be completedwithin 48 hours)

Maliciouslydamaged(must be completedwithin 48 hours)

Accidentallydamaged(must be completedwithin 14 days)

Call O2 to submit your claim

Contact the police to obtain a crime reference number

Call O2 to submityour claim

Call O2 to bar yourmobile phone

Contact the relevant authority(i.e. Transport for London) toobtain a loss reference number

Contact the police to obtain a crime reference number



What to do if your phone is lost, stolen or damagedYou must contact ø Customer Services and the relevant authorities within 48 hours if your mobile is lost or stolen, or within 14 days if your handset is accidentally damaged. See full details below. To contact ø, call the number printed at the top of your monthly bill, or find your Customer Servicesnumber at o2.co.uk/abouto2/contactus

Alternatively, you can dial 0844 875 2302 (free of charge from an ø mobile or charged at thenational rate from a landline).

Call O2 to bar yourmobile phone

What if you change your mobileYou’ll need to call us if you ever change or upgrade your mobile. Only mobile phones and accessoriesregistered with ø Insure are covered.


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Getting tough on Crime At ø we’re committed to working closely with the Police to ensure that mobile phone thieves

can’t benefit from their crimes.

Blocking stolen phones

You’ll be relieved to hear that if you’re ever unlucky enough to be parted from your mobile

phone, we have the technology to stop your phone from being operable across all mobile

networks. This is done by blocking the phone’s IMEI number (this is a 15-digit number which

is unique to your phone and identifies it from all the others in the world – it stands for

International Mobile Equipment Identity) which effectively renders it useless.


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Your ø Insure Premier policy

We’re pleased You chose ø Insure Premier.You’ll find everything You need to knowabout Your insurance policy right here.

What all the phrases meanThis glossary explains what all the phrasesmean when used in this policy.

You/YourThis refers to the customer aged 18 or overwhose name appears on the ø airtimeapplication form and / or the letter with thisdocument and any person authorised by thatcustomer to use the Equipment.

We/Us/Ourø Insure Premier is underwritten by AltaïrAssurances S.A. UK Branch.

ClaimA request by You for any of the entitlementsand benefits under this policy.

ExcessThe amount payable by You towards eachsuccessful Claim.

PremiumThe amount You agree to pay Us in return forthe entitlements and benefits of the cover.

Period of CoverWhere You’ve opted to pay the Premium bymonthly instalments, provided Your paymentsare up-to-date, the Period of Cover is onecalendar month. If You’ve paid Your annualPremium in advance, the Period of Cover is 1 year. ø Insure Premier will provide cover fora maximum of 5 years.

EquipmentThe insured device, excluding accessories,where the IMEI (International MobileEquipment Identity, the phone) and the Sim card is in use and registered with ø.

Theft or StolenTaking Your Equipment without Yourpermission with the intention of permanentlydepriving You of it.

DamagePhysical destruction or failure of YourEquipment due to external forces whichprevents it from working properly.

Loss/LostUnexplained Loss of the Equipment.

Law & LanguageThis Policy shall be governed and construedin accordance with the Law of England andWales and the English Courts alone shall havejurisdiction in any dispute. All communicationof and in connection with this Policy shall bein the English language.


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What you’re entitled to with ø Insure Premier

Section 1 – Damage, Theft or Loss

If Your Equipment is Damaged, Lost or Stolen,in return for paying Your Premium, We,subject to the terms, conditions andexclusions below will at Our discretion either:

1. Repair the Equipment

2. Replace the Equipment with a product ofsimilar specification

Section 2 – Accessory Cover

If You make a successful Claim and Wereplace Your Equipment, We will also replaceany accessories purchased from ø up to atotal retail value of £200 as long as You makeYour Claim for accessories at the same timeand You have proof of purchase.

Section 3 – Replacement Equipment

If you make a successful Claim, We willwherever possible replace Your Equipmentwith a model of a similar specification – thismight be a different model from a differentmanufacturer.

ExclusionsThis policy doesn’t cover You for the following:

1. In respect of an insured handset the Excessapplicable for successful accidental damageand theft claims is £60.

2. In the event of a successful loss claim the Excess applicable for the first claim is £60 and any subsequent claim is £120.

3. Theft or Loss from an unlocked vehicleunless forced entry to the vehicle is evidentand reasonable care has been taken toconceal the Equipment. We will request proofthat the vehicle has been forcefully entered.

4. Theft or Loss from a place where the publichas easy, unrestricted access.

5. Unattended Theft or Loss from anyproperty not accompanied by evidence offorced entry or exit.

6. Damage, Theft or Loss caused by leavingequipment on the roof, bonnet, boot orany exterior part of a vehicle.

7. Normal wear and tear or deterioration,depreciation, rusting or oxidation,atmospheric or climatic conditions.

8. Damage resulting from alterations,maintenance including cleaning andrestoring, repairs, faulty or defectivedesign.

9. Any loss suffered relating to depreciation in value.

10. Any costs for calls made during the periodYour Equipment was Lost or Stolen.

11. Any costs for repairing or replacing aerials,


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batteries or chargers where these items arethe only part of the Equipment Lost, Stolenor Damaged.

12. Any Damage caused by a wilful act ofnegligence by You or another personwith Your permission.

13. Confiscation by any government orpublic authority.

14. Cost of repair or replacement wherecovered by the relevant manufacturer’sguarantee or warranty.

15. Costs incurred in the Equipment beingroutinely serviced, inspected, adjusted or cleaned.

16 . A Claim previously unsuccessful underthis policy.

General ConditionsThese conditions apply to all sections of this policy.

War risksAny Damage, Loss or Theft as a consequenceof war, invasion, act of foreign enemy,hostilities, civil war, terrorism, rebellion,revolution or military or usurped power isn’tcovered by this policy.

ResidenceYou’re only entitled to the benefits of thispolicy if you are a resident of the UK duringthe Period of Cover.

Where You are coveredYou are protected against Damage, Loss orTheft anywhere in the world. Your Claim willbe considered on Your return to the UK.

Worldwide ReplacementIf Your Claim is accepted and You request for Your replacement Equipment to bedelivered outside of the UK, We agree topay the additional overseas charge.

If You request delivery within the EU(excluding the UK) We will endeavour toreplace Your Equipment within 3 workingdays providing You are at a single locationfor at least 3 working days and are able tosign for the delivery. Delivery outside theEU may take longer.

Delivery to war zones or countries withpolitical restrictions may not always bepossible.

Making a Claim1. You must report any Loss or Theft to ø

using the number detailed on Your ø billor the customer service number found ato2.Co.Uk/abouto2/contactus within 48hours of discovering the Theft or Loss. If we request that You need to fill in aClaim form, We will send You one whichYou need to complete and send back toUs within 30 days.


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2. Please tell Us as soon as possible, but atthe latest within 14 days, if YourEquipment is Damaged.

3. Report any Theft, Loss or maliciousDamage to the police or relevant authoritywithin 48 hours of discovery and keepdocumentary evidence, such as a policereport, with your Claim.

We can take proceedings at Our ownexpense and for Our own benefit but in Yourname to recover any payment We’ve madefor replacing Your Equipment andaccessories. We are also entitled to receiveall necessary information, documentationand assistance from You. We can contact øto confirm that You have a current policyand that You have notified them about theincident.

Settling Your ClaimIf Your Equipment is Damaged and We have decided to repair rather than replace,We’ll be responsible for collection, repair and delivery costs only. You will incur adelivery and administration charge if You’renot able to take delivery at the arranged time and place.

In the event of a Claim for Theft or Loss Wewill take all reasonable steps to preventfurther use of the Equipment, includingblocking the IMEI number.

Duty of CareYou should take reasonable precautions toprotect Your Equipment against Loss, Theftor Damage and use and maintain it inaccordance with the manufacturer’sinstructions.

Airtime Agreements/Use of SIM cardsYou are responsible for all costs associatedwith keeping Your Equipment fullyoperational including line rental, prepayvouchers and call costs. This policy onlycovers the Equipment while connected toand containing Your registered SIM card asarranged through ø. If you disconnect orchange Your network or service provider,Your entitlements and benefits under thispolicy will end immediately.

Your Damaged EquipmentIf We replace Your Equipment or accessories,the originals become Our property and Youwill need to return them to Us. We willprovide You with instructions for returningYour original Equipment at the time ofreporting of Your Claim. If You fail to returnYour Damaged Equipment We will chargeYou for the cost of the replacement We have sent You.


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SalvageWe won’t replace Your Damaged Equipmentunless You have it, with the IMEI or serialnumber panel, together with charger and all other accessories provided with theEquipment when You bought it and canreturn it back to Us.

ConfidentialityWe won’t pass any details about You, YourEquipment or accessories to any third partyexcept Our appointed agents and any claimsadministrator appointed by Us without Yourpermission. This is with the exception ofwhen We are required to do so by law or inconnection with any investigations wherefraud, deception or illegality is suspected.

Please note that in order to assist the policereduce mobile phone crime, We may passinformation about Your Claim on to thepolice or other relevant authorities.

Changes and alterationsYou must let us know of any changes toYour Equipment. If not, Your entitlementsand benefits will be forfeited. This includesYou selling, transferring ownership ordisposing of Your Equipment or accessories;You cancelling Your airtime agreement orYou modifying Your Equipment or changingit for any reason other than under amanufacturer’s warranty exchange scheme or Claim under this policy.

Material Disclosure It is your responsibility to provide completeand accurate information to us when youtake out Your policy and throughout the lifeof Your policy. It is important that youensure all statements You make on yourEnrolment Form, over the telephone, onClaim forms and other documents are fulland accurate. Please note that if You fail todisclose any material information to Us, thiscould invalidate your insurance cover andcould mean that part or all of a Claim maynot be paid.

Deception, Fraud and Illegal UseThis policy is void at Our discretion in theevent of misrepresentation, deception ornon-disclosure. If a fraudulent Claim is made, entitlements and benefits will beforfeited and information may be forwardedto the police, government or otherregulatory bodies.

The policy is also void in the event that theEquipment is used wholly or partly in thecourse of, or to facilitate a criminal activity.


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Terms of CoverCover starts immediately when You enterinto the contract and continues for thePeriod of Cover. Where You’ve opted to payYour Premium monthly, the renewal isautomatic, subject to Your continuedpayment of the Premium providing there’sno break in the Period of Cover.

Where You’ve opted to pay monthly, thispolicy is subject to a maximum of 59renewals. If You pay annually in advance, the policy is subject to a maximum of four renewals.

The terms and conditions of the renewedpolicy are the same as the original unless Weadvise You otherwise. If there’s a break inthe cover due to the Premium not beingpaid and You subsequently pay thePremium, We may not accept the renewaland will return the Premium to You.

Changes to terms and conditionsWe may alter the terms and conditions ofthe policy, including the Premium, for futurePeriods of Cover at any time giving You noless that 30 days notice in writing at Yourlast known address.

CancellationNon-payment of the Premium will be takenas a request by You to cancel the policy andcover and all benefits will end. We’re underno obligation to tell You if We haven’treceived payment.

You can cancel Your policy within 14 daysfrom the date that You receive full policydocuments without penalty and We willrefund any Premium paid providing Youhaven’t made a Claim within this time.

Both You and Us can cancel this policy at any time after the initial 14 day period bygiving 30 days notice. If You pay YourPremium annually in advance, We will refund the amount for the unexpired Periodof Cover following receipt of Your notice of cancellation.

Cancellation due to a ClaimIf Your Equipment is replaced as a result of a Claim, We might choose not to continuethe entitlements of this policy on Yourreplaced Equipment. If We decide not to, We will write to You within 30 days ofreplacement. No refunds of any Premium will be made in respect of this cancellation.


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Data Protection We will use the information supplied duringthe formation and performance of thispolicy for policy administration, customerservices, paying Claims and fraudprevention. We will keep this information fora reasonable period, insofar as it isnecessary for these purposes. Wheresensitive personal data has been disclosed,including any medical or criminal recordinformation. We will also use thisinformation for the above purposes. We may also transfer certain information tocountries that do not provide the same levelof data protection as the UK for the abovepurposes. Where We do so, a contract willbe in place to ensure the informationtransferred is protected. Individuals whoseinformation has been supplied to Us have aright to ask for a copy of that informationand to have any inaccuracies corrected. Wemay record telephone calls to make sure Wefollow instructions correctly and for stafftraining purposes.

When personal or sensitive data is suppliedto Us about third parties other than You,both during the formation and performanceof this policy, We assume that those thirdparties consent to the supply of thisinformation to Us for processing this

data, including sensitive personal data, andto the transfer of their information abroad.We will also assume that the supplier of theinformation is authorised to receive, on theirbehalf, any data protection notices.

Demands and NeedsThis insurance policy meets the demandsand needs of an individual who wishes topurchase protection against the risks ofTheft, Loss or Damage to Equipmentpurchased from ø.

General InformationThis policy is underwritten by Altaïr AssurancesS.A. UK Branch, 260 Bath Road, Slough,Berkshire, SL1 4DX, registered in UK No.FC029774, whose main business is generalinsurance. Altaïr Assurances S.A. UK Branch isauthorised by Commisariat Aux Assurances inLuxembourg and regulated by the FinancialServices Authority for the conduct of UKbusiness. It has appointed ø as its agent and your contract is administered by ACEEuropean Group Ltd (which is authorised and regulated by the Financial ServicesAuthority. FSA number 202803) that includesclaims handling, the distributions of policyterms and arranging the purchase or therenewal of an insurance policy. Full detailscan be found on the FSA's websitewww.fsa.gov.uk/register/home.do or by contacting the FSA on 0300 500 5000


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Complaint ProceduresWe are dedicated to providing You with ahigh quality service, and want to maintainthis at all times. If You feel that We have not offered You a first class service or You wish to make an enquiry regarding ø Insure Premier, please contact yournormal ø customer service number (listedon your ø bill or the customer servicenumber found at o2.co.uk/abouto2/contactus)or write to ø Insure at Codestorm House,Walton Road, Farlington, PO6 1TR, clearlystating Your name, address, mobile phonenumber and customer account number. IfYou are still not satisfied, You may write tothe following: O2 Insurance Coordinator,Altaïr Assurances S.A. UK Branch, 100Leadenhall Street, London, EC3A 3BP.

Altaïr Assurances S.A. UK Branch is a memberof the Financial Ombudsman Service (FOS)and You can approach them for assistanceif You remain dissatisfied with our response.The FOS contact details are FOS, SouthQuay, 183 Marsh Wall, London, E14 9SRPhone: 0845 080 1800 Email:[email protected].

Alvaro Villamor García

Chief Executive Officer

Altaïr Assurances S.A.


o2.co.ukTelefónica UK Limited, 260 Bath Road, Slough, Berks SL1 4DX.Registered in England No. 1743099. Registered Office as above.© Telefónica UK Limited 2012. Correct at time of going to press (June 2013) O

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