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Terms & conditions

Tablet Insurance from O2 Money to 21 March 2014

What You need to know - Terms and Conditions

  1. Policy Summary
  2. Policy Document
  3. What you're entitled to with Tablet Insurance from O2 Money

1. Policy Summary

We've got it covered

Please give this a quick read. While it doesn't contain the full terms of Your Insurance Policy (Your Policy Document and Certificate of Insurance do), it'll give You an overview of Your cover and important exclusions.

Things to note

  • Your Policy is automatically renewed every month
  • When You buy Your Tablet Insurance, Your Tablet must be:

    • less than 90 days old since first purchase
    • bought as new
    • fully working
  • If You need to make a Claim, You will be asked for Proof of Ownership. We must be able to clearly read this document and the Tablet details. Your Claim won't be valid without it
  • Your Policy is underwritten by Telefónica Insurance S.A. UK Branch

Main Benefits - what You are covered for

  • Accidental Damage - including water damage
  • Theft
  • Loss, where this is stated on Your Certificate of Insurance
  • Worldwide cover

Main Exclusions - what You aren't covered for

  • The first £50 of each successful Claim.
  • Incidents when Your Tablet has been left unattended in a public place, or was not secured and concealed.
  • Tablets which do not meet the "Things to note" points above
  • We won't cover Loss if this is not stated on Your Certificate of Insurance
  • We won't cover the cost of repairs covered by the manufacturer's warranty
If your tablet is… Step 1 Step 2 Step 3
Stolen
(this must be reported to Us within 48 hours)
For 3G Tablets call Your network provider to report your sim Stolen. For O2 call 0844 809 0222 Contact the police for a crime reference number Call 0800 015 1656 to submit Your Claim
Lost
(where covered)
(this must be reported to Us within 48 hours)
For 3G Tablets call Your network provider to report your sim Lost. For O2 call 0844 809 0222 Contact the police or relevant authority for a Loss reference number Call 0800 015 1656 to submit Your Claim
Maliciously Damaged
(this must be reported to Us within 48 hours)
Contact the police for a crime reference number Call 0800 015 1656 to submit Your Claim
Accidentally Damaged
(this must be reported to Us within 14 days)
Call 0800 015 1656 to submit Your Claim

If You're not in the UK when the incident happens, You can make Your Claim 48 hours after You get back. But Your Claim must be made within 30 days, wherever You are.

Call charges may apply from mobiles and landlines.

Cancellation

You can cancel Your Policy within 14 days from the date that You get Your Policy documents, without charge. And We'll refund any Premium paid as long as You haven't made a Claim.

You or We can cancel this Policy at any time after the initial 14 days, by giving 30 days' notice. We won't take any more payment after this. Your cover will expire at the end of the currently paid period, and no refund will be due.

Non-payment of the Premium will be taken as a request by You to cancel the Policy and all benefits will end. We're under no obligation to tell You if We haven't received payment.

Demands and Needs

This Insurance Policy meets the demands and needs of someone who wishes to protect their Tablet against Theft, Loss (where covered) and Damage and which meets the qualifying criteria under "Things to note."

Complaint Procedures

We try to provide the best service We can. But if You're not happy, or wish to make an enquiry about Tablet Insurance from O2 Money, please contact 0800 015 1656, email O2tablet@telefonicainsurance.co.uk or write to Tablet Insurance from O2 Money at 20:20 Offices, Weston Road, Crewe, Cheshire, CW1 6BU clearly stating Your name, address, contact number and Insurance Policy number.

Telefónica Insurance S.A. UK Branch and ACE European Group Limited are members of the Financial Ombudsman Service (FOS) and You can approach them for assistance if You remain dissatisfied with the response. The FOS contact details are FOS, South Quay, 183 Marsh Wall, London, E14 9SR. Call 0800 023 4567 free for people phoning from a "fixed line" (for example, a landline at home). 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

2. Policy Document

We've got it covered

We're pleased You chose Tablet Insurance from O2 Money. You'll find everything You need to know about Your Insurance Policy right here. Your Certificate of Insurance also contains certain details which should be read alongside this document - please keep them safe.

Things to note

  • Your Policy is automatically renewable every month
  • When You buy Your Tablet Insurance, Your Tablet must be:

    • less than 90 days old from first purchase
    • bought as new
    • fully working
  • If You need to make a Claim, You will be asked for Proof of Ownership. We must be able to clearly read this document and the Tablet details. Your Claim won't be valid without it.
  • Your Policy is underwritten by Telefónica Insurance S.A. UK Branch

Main Benefits - what You are covered for

  • Accidental Damage - including water damage
  • Theft
  • Loss, where this is stated on Your Certificate of Insurance
  • Worldwide cover

Main Exclusions - what You aren't covered for

  • The first £50 of each successful claim
  • Incidents when Your Tablet has been left unattended in a public place, or was not secured and concealed
  • Tablets which do not meet the "Things to note" points above
  • We won't cover Loss if this is not stated on Your Certificate of Insurance
  • We won't cover the cost of repairs covered by the manufacturer's warranty

Getting tough on Crime

At O2 We're committed to working closely with the police to ensure that Tablet thieves can't benefit from their crimes.

What all the phrases mean

This glossary explains what the key phrases mean (shown with a capital letter) when used in this Policy.

Certificate of Insurance

The later of the document headed Certificate of Insurance issued by Us to You upon completion of the Policy sale or as subsequently re-issued or amended by Us to You.

Claim

A request by You for any of the entitlements and benefits under this Policy.

Damage

Physical destruction or failure of Your Tablet due to external forces which prevent it from working properly.

Excess

The amount payable by You towards each successful Claim. Excess payments may only be paid by Debit card or Credit Card We accept Visa, Mastercard and Maestro credit cards.

IMEI Number

This is a 15-digit number which is unique to each 3G Tablet and identifies it from all the others in the world - it stands for International Mobile Equipment Identity.

Loss or Lost

Unexplained Loss of the Tablet.

Period of Cover

Provided Your payments are up-to-date, the Period of Cover is one calendar month renewable with further payments.

Policy

This document and the Certificate of Insurance combined.

Premium

The amount You agree to pay Us in return for the entitlements and benefits of the cover.

Proof of Ownership

Documents which confirm the date You bought Your Tablet and the serial number. If We cannot validate Your Proof of Ownership Your Claim may not be accepted.

Tablet

The insured Tablet as shown on the Certificate of Insurance issued at the point of Policy purchase based on information provided by You. The insured Tablet may be specifically identified by the manufacturer serial number and for 3G Tablets the IMEI Number.

Theft or Stolen

Taking Your Tablet without Your permission with the intention of permanently depriving You of it.

We/Us/Our

Tablet Insurance from O2 Money is underwritten by Telefónica Insurance S.A. UK Branch and administered by ACE European Group Limited. It is introduced by Telefónica UK Limited.

You/Your

The customer aged 18 or over resident in the UK whose name appears on the letter and Certificate of Insurance issued at the point of Policy purchase and any person authorised by that customer to use the Tablet.

3. What you're entitled to with Tablet Insurance from O2 Money

Section 1 - Damage, Theft or Loss (where covered)

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

  1. Repair the Tablet or provide funding for a manufacturer repair; or
  2. Replace the Tablet with a product of equal or similar specification

Section 2 - Replacement Tablet

If You make a successful Claim, We will wherever possible replace Your Tablet with a model of a similar specification - this might be a different model from a different manufacturer.

Replacement Tablets may be refurbished.

Exclusions

This policy doesn't cover You for the following:

  1. The first £50 of each successful Claim.
  2. Tablets which were over 90 days old from original purchase when the Policy was purchased.
  3. Tablets which were not fully functional when the Policy was purchased.
  4. Theft or Loss from a vehicle unless forced entry to the vehicle is evident and reasonable care has been taken to secure and conceal the Tablet. We will request proof that the vehicle has been forcefully entered.
  5. Theft or Loss from a place where the public (including fellow guests, workers or club members) have easy and/or unrestricted access.
  6. Unattended Theft from any property not accompanied by evidence of forced entry or exit.
  7. Damage, Theft or Loss caused by leaving equipment on the roof, bonnet, boot or any exterior part of a vehicle.
  8. Normal wear and tear or deterioration, depreciation, rusting or oxidation, atmospheric or climatic conditions.
  9. Damage resulting from alterations, maintenance including cleaning and restoring, repairs unauthorised by Us or the manufacturer. Damage resulting from faulty or defective design.
  10. Any loss suffered relating to depreciation in value.
  11. Any costs for calls made or data usage at any time.
  12. Any costs for repairing or replacing aerials, batteries or chargers where these items are the only part of the Tablet Lost, Stolen or Damaged.
  13. Any Damage caused by a wilful act of negligence by You or another person with Your permission.
  14. Confiscation by any government or public authority.
  15. Cost of repair or replacement where covered by the relevant manufacturer's guarantee or warranty.
  16. Costs incurred in the Tablet being routinely serviced, inspected, adjusted or cleaned.
  17. Any Claim previously unsuccessful under this policy.
  18. Breakdown attributable to or caused by:

    • a. internal mechanical or electrical defect causing the actual breaking or burning out of a part causing the failure of the Tablet to operate as intended by the manufacturer.
    • b. any malfunction resulting from incorrect use of electricity or the incorrect setting of controls or accessories or equipment not approved by the manufacturer
    • c. any malfunction or accidental Damage resulting from incorrect installation or re-installation, faulty, unlicensed or unauthorised software or programming.
    • d. any willful act, misuse or negligent use of the Tablet.
  19. Loss of the Tablet unless stated as covered on the Certificate of Insurance.

General Conditions

These conditions apply to all sections of this policy:

War Risks

Any Damage, Loss or Theft as a consequence of war, invasion, act of foreign enemy, hostilities, civil war, terrorism, rebellion, revolution or military or usurped power isn't covered by this policy.

Residence

You're only entitled to the benefits of this Policy if you are a resident of the UK during the Period of Cover.

Where You are Covered

You are protected against Damage, Loss (where covered) or Theft worldwide.

Worldwide Replacement

Replacement or repair of successful claims will be provided upon your return to the United Kingdom.

Making a Claim

  1. Report any Theft or Loss (where covered) to Your network provider within 48 hours of discovering the Theft or Loss. For O2 call 0844 809 0222.
  2. Report any Theft, Loss or malicious Damage to the police or relevant authority within 48 hours of discovery and keep documentary evidence, such as a police report or reference number, to submit with Your Claim
  3. Then please call 0800 015 1656 to report Your Claim within 48 hours of discovering the Theft or Loss or 14 days if Your Equipment is Damaged. If We request that You need to fill in a Claim form, We will send You one which You need to complete and send back to Us within 30 days.

Call charges may apply from mobiles and landlines.

We can take proceedings at Our own expense and for Our own benefit but in Your name to recover any payment We've made for replacing Your Tablet and accessories. We are also entitled to receive all necessary information, documentation and assistance from You. We may cross-check Your network records to confirm that You have registered the incident.

Please note, if You are outside of the United Kingdom at the time of the incident then all of the reporting timescales are altered to be the longer of: within 48 hours of Your return or the above timescales. In any event You must complete reporting within 30 days regardless of Your worldwide location.

Settling Your Claim

If Your Tablet is Damaged and We have decided to repair rather than replace, We'll be responsible for collection, repair and delivery costs (within the UK) only. You may incur a delivery and administration charge if You're not able to take delivery at the arranged time and place. Replacement Tablets may be refurbished.

Duty of Care

You should take reasonable precautions to protect Your Tablet against Loss, Theft or Damage and use and maintain it in accordance with the manufacturer's instructions.

Your Original and Replacement Tablets

If We replace Your Tablet, the original Tablet becomes Our property and You will need to return it to Us if it is in Your possession. We will provide You with instructions for returning Your original Tablet at the time of reporting Your Claim or upon informing Us that You have recovered it following a Loss or Theft report. If You fail to return Your Damaged or recovered Tablet We may charge You for the cost of the replacement We have sent You. Replacement Tablets may be refurbished items.

Salvage

We won't replace or repair Your Damaged Tablet unless You can provide Us with the Damaged Tablet, including the IMEI or serial number panel.

Confidentiality

Unless We have Your permission, We won't pass any details about You, Your Tablet or accessories to any third party except Our appointed agents and any Claims administrator appointed by Us. This is with the exception of when We are required to do so by law or in connection with any investigations where fraud, deception or illegality is suspected. Please note that in order to help the police reduce Tablet crime, We may pass information about Your Claim on to the police or other relevant authorities.

Law & Language

This Policy shall be governed and construed in accordance with the Law of England and Wales and the English Courts alone shall have jurisdiction in any dispute. All communication of and in connection with this Policy shall be in the English language.

Changes and Alterations

You must let Us know of any changes to Your Tablet. If not, Your entitlements and benefits will be forfeited. This includes You selling, transferring ownership or disposing of Your Tablet; You modifying Your Tablet or changing it for any reason other than under a manufacturer's warranty exchange scheme or Claim under this Policy.

Material Disclosure

It is Your responsibility to provide complete and accurate information to Us when You take out Your Policy and throughout the life of Your Policy. It is important that You ensure all statements You make on Your application, over the telephone, on Claim forms and other documents are full and accurate.

Please note that if You fail to disclose any material information to Us, this could invalidate Your Insurance cover and could mean that part or all of a Claim may not be paid.

Deception, Fraud and Illegal Use

This Policy is void at Our discretion in the event of misrepresentation, deception or non-disclosure. If a fraudulent Claim is made, entitlements and benefits will be forfeited and information may be forwarded to the police, government or other regulatory bodies. The Policy is also void in the event that the Tablet is used wholly or partly in the course of, or to facilitate a criminal activity.

Terms of Cover

Cover starts immediately when You enter into the contract and continues for the Period of Cover. Renewal is automatic, subject to Your continued payment of the Premium.

The terms and conditions of the renewed Policy are the same as the original unless We advise You otherwise. If there's a break in the cover due to the Premium not being paid and You subsequently pay the Premium, We may at our discretion not accept the renewal and will return the Premium to You.

Changes to Terms and Conditions

We may alter the terms and conditions of the Policy, including the Premium, for future Periods of Cover at any time giving You no less that 30 days' notice in writing at Your last known address.

Cancellation

You can cancel Your Policy within 14 days from the date that You get Your Policy documents, without charge. And We'll refund any Premium paid as long as You haven't made a Claim.

You (or We) can cancel this Policy at any time after the initial 14 days, by giving 30 days' notice. We won't take any more payment after this. Your cover will expire at the end of the currently paid period, and no refund will be due.

Non-payment of the Premium will be taken as a request by You to cancel the Policy and all benefits will end. We're under no obligation to tell You if We haven't received payment.

Cancellation Due to a Claim

If Your Tablet is replaced as a result of a Claim, We might choose not to continue the entitlements of this Policy on Your replaced Tablet. If We decide not to, We will write to You within 30 days of replacement. No refunds of any Premium will be made in respect of this cancellation.

Data Protection

We will use the information supplied during the formation and performance of this Policy for Policy administration, customer services, paying Claims and fraud prevention. We will keep this information for a reasonable period for as long as necessary for these purposes. Where sensitive personal data has been disclosed, including any medical or criminal record information, we will also use this information for the above purposes. We may transfer certain information to countries outside the European Economic Area (EEA) for the above purposes. Where We do so, a contract will be in place to ensure the information transferred is protected to the same level as in the EEA. Individuals whose information has been supplied to Us have a right to ask for a copy of that information and to have any inaccuracies corrected. We may record telephone calls to make sure We follow instructions correctly and for staff training purposes. We may aggregate information about You and Your use of Tablet Insurance with information about other users of Tablet Insurance to identify trends. We may pass this aggregated information to third parties such as advertisers, content providers and business partners or prospective business partners, to give them a better understanding of Our business and to bring You a better service. Aggregated information will not contain information that could personally identify You.

Demands and Needs

This Insurance Policy meets the demands and needs of someone who wishes to protect their Tablet against Theft, Loss (where covered) and Damage and which meets the qualifying criteria under "Things to note".

General Information

Telefónica UK Limited is registered in England and Wales at 260 Bath Road, Slough, Berkshire, SL1 4DX, registered number 1743099 and is an Appointed Representative of Telefónica Insurance S.A. UK. Branch which is authorised and regulated by the Financial Services Authority. Telefónica Insurance S.A. UK Branch is registered in England No. FC029774 at 260 Bath Road, Slough, Berkshire, SL1 4DX. Tablet Insurance from O2 Money is underwritten by Telefónica Insurance S.A. UK Branch which is authorised for insurance by Commisariat Aux Assurances in Luxembourg and regulated by the Financial Services Authority for the conduct of UK business under FRN 430933. It is administered by ACE European Group Ltd (who are authorised and regulated by the FSA).

Full details can be found on the FSA's Website www.fsa.gov.uk or by contacting the FSA on 0845 606 1234, call charges may apply.

Complaint Procedures

We try to provide the best service We can. But if You're not happy, or wish to make an enquiry about Tablet Insurance from O2 Money, please contact 0800 015 1656, email O2tablet@telefonicainsurance.co.uk or write to Tablet Insurance from O2 Money at 20:20 Offices, Weston Road, Crewe, Cheshire, CW1 6BU clearly stating Your name, address, contact number and Insurance Policy number.

Telefónica Insurance S.A. UK Branch and ACE European Group Limited are members of the Financial Ombudsman Service (FOS) and You can approach them for assistance if You remain dissatisfied with the response.

The FOS contact details are FOS, South Quay, 183 Marsh Wall, London, E14 9SR. Call 0800 023 4567 free for people phoning from a "fixed line" (for example, a landline at home). 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