UK Warranty Ltd - Policy Summary

Some important facts about your policy are summarised below. This summary does not describe all the terms and conditions of the policy, so please take time to read the policy document to make sure you understand the cover it provides.

What Is An Extended Warranty?

Under an Extended Warranty we will cover:

  • Parts: Will be covered by your policy if they have failed leading to the mechanical/ electrical breakdown of the product or they have suffered accidental damage.
  • Callout: Charges for the attendance of an engineer to your home to undertake a repair of the product.
  • Labour: The labour charges for the time the engineer takes to complete the repair.

The cover provided is subject to the terms, conditions and exclusions contained within your policy.

Your cover is valid for up to 48 months as detailed on your policy confirmation between the start date of your policy and the end date.

Please refer to the policy confirmation, which is given to you when the policy is issued, which will detail, the period of insurance, the product registered under the policy and your details and details of where the product is located.


Who Is The Insurer?

Your policy has been arranged by: UK Warranty Ltd with UK General Insurance Limited on behalf of Ageas Insurance Limited, Registered in England No.354568. Registered Office: Ageas House, Hampshire Corporate Park, Templars Way, Eastleigh Hampshire, S053 3YA.


About Your Extended Warranty

Features and benefits included automatically – Please refer to the “Cover Provided” section of your policy

Subject to points a) and b) below your insurance provides cover against accidental damage, mechanical / electrical breakdown and where applicable, loss of frozen food up to a value of £150.00, of the product identified on your policy confirmation. Cover includes parts, labour, callout charges (including VAT) and where the product is declared beyond economical repair we will also cover the replacement of the product, subject to the terms, conditions and exclusions of your policy.

  • a) If you purchase your policy at the same time you purchase your product the accidental damage and frozen food cover sections of your policy commence from the day you purchase your policy and will continue for the period of insurance.
  • b) If you purchase your policy after the date you purchase your product the accidental damage and frozen food cover sections of your policy commence immediately following the expiry of the manufacturer’s warranty period and will continue for the period of insurance.

  • Significant and / or Unusual Exclusions
    Please refer to the “What is Not Covered” sections of your policy

    1. 1. A mechanical electrical breakdown where an engineer states the fault to present prior to the commencement of cover provided under the policy or faults, which were known to you prior to the commencement of cover under your policy;
    2. 2. Loss and/or damage to viewing cards, or digital information and/or television programmes saved on the hard drive of the product;
    3. 3. Consumable or auxiliary items e.g. batteries, scart leads or any accessories or peripherals that were not part of the original product or installation;
    4. 4. Where you request additional work to be completed or the replacement any parts that have not failed;
    5. 5. Callout charges where you are not at home when the engineer attends;
    6. 6. Carriage costs where you are not home following the first attempt of the collection or delivery of the product by the courier;
    7. 7. Screen burn or image retention;
    8. 8. The cost of repair where the administrator has declared the product to be beyond economical repair or to be a write off.
    9. 9. The replacement of the product if:
      • On request to have the product sent to one of our engineers you fail to make the product available for collection by our courier.
      • On the testing of the product by our engineers we are unable to identify a mechanical / electrical breakdown of the product.
    10. 10. Claims arising as a result of normal wear and tear (e.g. belts, fuses, seals);
    11. 11. Rectifying maladjustment or incorrect configuration or setting of the product e.g.
      • Manufacturer software updates
      • Product set up when connecting an external device e.g. gaming console, external drivers or similar device
      • Incorrect installation of the product

    12. Significant and / or Unusual Exclusions Continued
      Please refer to the “General Exclusions” sections of your policy
      1. 1. Damage which is stated by the engineer to be as a result of:
        • a) Deliberate damage or neglect of the product.
        • b) Cosmetic nature caused by but not limited to denting, scratching, chipping, staining, and rust or corrosion, in the case of ovens, cookers or ranges this shall also include ceramic and glass surfaces and oven / cooker liners.
        • c) Failure to comply with the manufacturer’s instructions for the care of the product or to comply with any routine service requirements; e.g. replacement or clearance of filters.
      2. 2. A product installed in a commercial environment or where the level of use is deemed beyond normal domestic use.
      3. 3. Faults relating to the installation of the product.
      4. 4. Mechanical electrical breakdown which relates to a manufacturer recall.
      5. 5. Claims arising from the interruption, failure, disconnection or power surge in the power supply and / or subscription channels to your home however caused.
      6. 6. Consequential loss of any type e.g.
        • a) Property damage caused by the product.
        • b) Loss of viewing via a contracted service provider due to failure of the product.
        • c) Loss of use of the product.

      Maximum Amount Payable For Claims – Individual Claim Limit

      Your policy provides cover up to the original price paid for the product on any one occasion and in aggregate over the period of insurance.


      Your Cancellation Rights

      We hope you are happy with the cover this policy provides. However you have the right to cancel it within 45 days of receiving the policy. See the section headed “Cancellation”.


      Making A Claim

      If you have a claim, please ring us as soon as possible to tell us about it on 0845 8630 505.


      What To Do If You Are Not Satisfied

      It is our intention to give you the best possible service but if you do have questions or concerns about this insurance or the handling of a claim please contact your administrator who arranged the insurance on your behalf.

      If your complaint cannot be resolved by the end of the next working day, your administrator will pass it to:

      Customer Relations Department, UK General Insurance Ltd, Cast House, Old Mill Business Park, Gibraltar Island Road, Leeds LS10 1RJ.

      If you are not happy with the response you have received, you have the right to ask the Financial Ombudsman Service to review your case.


      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. You can get more information about compensation scheme arrangements from the FSCS or visit www.fscs.org.uk.


      Extended Warranty Terms & Conditions

      Introduction

      Thank you for choosing UK Warranty Limited to supply your policy. UK Warranty Limited is registered in England and Wales. Company number 07728040. We hope that your product will be trouble free, however, should the product fail during the period of insurance please follow the process detailed under the Claims Procedure section of your policy.


      Your policy has been arranged by: UK Warranty Ltd with UK General Insurance Limited on behalf of Ageas Insurance Limited, Registered in England No.354568. Registered Office: Ageas House, Hampshire Corporate Park, Templars Way, Eastleigh Hampshire, S053 3YA.


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


      Ageas Insurance Limited 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/register or by calling them on 0800 111 6768. Calls to 0800 free phone numbers are free from landlines but call charges from mobiles may vary and you may want to check this with your service provider.


      Your policy has been designed to provide the highest level of service to you and the best protection for your product. If having read the details of the cover provided you wish to change your mind, simply refer to the section headed “Changing Your Mind” below. To assist you in understanding the cover provided under your policy and the benefits provided we have used certain words and / or phases to which specific meanings have been attached, where a word or phrase has a specific meaning it will appear in bold and be listed as a definition under the policy.

      Governing Law

      Unless some other law is agreed in writing, this policy and any ancillary matters are governed by and construed in accordance with 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.

      Definitions

      The following words or phrases detailed below have the following meaning wherever they appear in the policy in bold.

      Accidental Damage

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

      Administrator

      UK Warranty Ltd, Picktree Court, Picktree Lane, Chester-le-street, County Durham, DH3 3SY.

      Beyond Economical Repair

      Where the cost of a single repair exceeds 90% claim limit

      Callout

      The attendance of an engineer to your home.

      Claim Limit

      Your policy provides unlimited claims up to the original purchase price of the product during the period of insurance.

      Consequential Loss

      Indirect loss or damage resulting from the event which caused the claim under this policy.

      Engineer

      A tradesman appointed by the administrator.

      Home

      The property situated in the United Kingdom, Channel Islands or Isle of Man, detailed on your policy confirmation where the product is located.

      Mechanical / Electrical Breakdown

      The actual and sudden mechanical / electrical failure or breakdown which results in the sudden stoppage of the product's normal functions and which necessitates repair to resume those functions or replacement. Failure or breakdown that ultimately results from wear and tear is excluded from the scope of cover afforded by this policy.

      Period of insurance

      If your policy confirmation is supplied by the administrator then the policy commences on the start date as shown on your policy confirmation and shall end on the end date shown on your policy confirmation . If your policy confirmation is your Co-operative electrical purchase receipt then the policy commencement date is the delivery date of your product and will continue for the number of years you have purchased as indicated on your Co-operative electrical purchase receipt.

      Product

      The appliance detailed on the policy confirmation installed within the home for domestic use.

      Policy confirmation

      Your policy confirmation contains details of you and the product covered by your policy. The policy confirmation is either supplied by the administrator or is your purchase receipt from the Co-operative electrical.

      Territorial Limits

      The United Kingdom of England, Wales, Scotland, Northern Ireland, the Channel Islands, or the Isle of Man

      We / Us / Our / Insurer

      UK General Insurance Limited on behalf of: Ageas Insurance Limited.

      Wear and Tear

      The gradual deterioration associated with normal use and age of the product and its components.

      Write Off

      Where the product has had two previous repairs completed under the policy and if it has been identified that the product needs a third repair, the administrator takes the decision to replace the product as opposed to completing the repair under the policy.

      You / Your

      The person named on the policy confirmation.


      Cover Provided

      Subject to points a) and b) below your policy provides cover against accidental damage and mechanical / electrical breakdown of the product identified on your policy confirmation within the territorial limits during the period of insurance. Your policy also provides cover for loss of frozen food up to a value of £150.00.


    13. a) If you purchase your policy at the same time you purchase your product the accidental damage and frozen food cover sections of your policy commence from the day you purchase your policy and will continue for the period of insurance.
    14. b) If you purchase your policy after the date you purchase your product the accidental damage and frozen food cover sections of your policy commence immediately following the expiry of the manufacturer’s warranty period and will continue for the period of insurance.
    15. Please note the mechanical / electrical cover provided by your policy will commence on the expiry of the manufacturer’s warranty period and continue for the period of insurance.


      Understanding your policy

      The following levels of cover are available under your policy, the type of cover you have will be shown on your policy confirmation and will depend on the type of product you have and when you purchased your policy.


      • Extended Warranty – available while the product is covered by the manufacturer's parts and labour warranty and commences on the expiry of the manufacturer’s warranty period. Cover provided under an Extended Warranty policy is set out under the Repair and replacement cover section below.

      Repair / Replacement Cover

      Repair:
      Where the administrator appoints an engineer to repair your product we will cover:

      • Parts: Will be covered by your policy if they have failed leading to the mechanical/ electrical breakdown of the product or they have suffered accidental damage.
      • Callout: Charges for the attendance of an engineer to your home to undertake a repair of the product
      • Labour: The labour charges for the time the engineer takes to complete the repair.
      Where the administrator assesses the product is to be repaired away from the home we will cover;
      • Parts: Will be covered by your policy if they have failed leading to the mechanical / electrical breakdown of the product or they have suffered accidental damage.
      • Callout: Charges for the product to be collected and returned to your home, where you are unavailable to take delivery of the replacement product our liability will be limited to the delivery back to the couriers distribution centre.
      • Labour: The labour charges relating to the inspection of the product and any associated repair costs.

      Replacement

      Where the administrator assess the product to be beyond economical repair or takes the decision to write off the product we will cover:
      • Replacement: A replacement product of similar specification and functionality up to the claim limit of your policy. Only units or product that are new will be provided if a replacement of the product is required.
      • Carriage: Courier charges for the product to be delivered to your home, where you are unavailable to take delivery of the replacement product following prior agreement with you to be available our liability will be limited to the delivery back to the couriers distribution centre.
      • Policy Transfer: Where the product is declared beyond economical repair and the replacement product is arranged by us we will transfer the balance of your policy to the replacement product.

      We do not cover:

      1. 1. A mechanical electrical breakdown where an engineer states the fault to be present prior to the commencement of cover provided under the policy or faults which were known to you prior to the commencement of cover under your policy.
      2. 2. Loss and / or damage to viewing cards, or digital information and / or television programs saved on the hard drive of the product.
      3. 3. Consumable or auxiliary items e.g. batteries, scart leads or any accessories or peripherals that were not part of the original product or installation.
      4. 4. Where you request additional work to be completed or the replacement of any parts that have not failed.
      5. 5. Callout charges where you are not at home when the engineer attends.
      6. 6. Carriage costs where you are not home following the first attempt of the collection or delivery of the product by the courier.
      7. 7. Claims arising as a result of normal wear and tear (e.g. belts, fuses, seals).
      8. 8. Screen burn or image retention.
      9. 9. The cost of repair where the administrator has declared the product to be beyond economical repair or to be a write off.
      10. 10. The replacement of the product if:
        • On request to have the product sent to one of our engineers you fail to make the product available for collection by our courier.
      11. 11. Rectifying maladjustment or incorrect configuration or setting of the product e.g.
        • Manufacturer software updates
        • Product set up when connecting an external device e.g. gaming console, external drives or similar devices
        • Incorrect installation of the product

        Cover is provided subject to the terms, conditions and exclusions of your policy.


        General Exclusions

        The following exclusions apply to all sections of your policy.

        1. 1. Damage which is stated by the engineer to be as a result of:
          • Deliberate damage or neglect of the product;
          • Cosmetic nature caused by but not limited to denting, scratching, chipping, staining, and rust or corrosion, in the case of ovens, cookers or ranges this shall also include ceramic and glass surfaces and oven / cooker liners.
          • Failure to comply with the manufacturer’s instructions for the care of the product or to comply with any routine service requirements; e.g. replacement or clearance of filters
        2. 2. A product installed in a commercial environment or where the level of use is deemed beyond normal domestic use.
        3. 3. Faults relating to the installation of the product.
        4. 4. Mechanical electrical breakdown which relates to a manufacturer recall.
        5. 5. Claims arising from the interruption, failure, disconnection or power surge in the power supply and / or subscription channels to your home however caused.
        6. 6. Consequential loss of any type e.g.
          • Property damage caused by the product.
          • Loss of viewing via a contracted service provider due to failure of the product.
          • Loss of use of the product

        General Conditions

        1. 1. Claims are only valid where authority has been issued by the administrator or their appointed engineer.
        2. 2. The administrator will make reasonable attempts for an engineer to attend your home subject to the provision of service not being precluded by:
          • adverse weather conditions.
          • industrial disputes (official or not).
          • failure of the public transport system (including the road network) and repair thereto.
          • other circumstances preventing access to your home or otherwise making provision of cover impractical.
        3. 3. We shall be entitled to:
          • decline cover if, in our opinion, your home or main services have not been maintained in a safe or serviceable condition.
          • decide on the most appropriate means of providing cover, although we will take your wishes into account whenever possible.
          • settle any claim on a proportionate basis if you have any other guarantee or insurance covering the same loss or damage;
        4. 4. We will arrange to supply and fit replacement parts or components where required and covered under your policy. 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 suppliersor agents.
        5. 5. Where the product is to be replaced we will replace it with a product of similar specification and functionality at the time of the breakdown
        6. 6. If you or anyone else claiming under the policy makes a claim that is false or dishonest in any way, your policy will not be valid and you will lose all benefit of cover outlined under the policy.
        7. 7. If you move address and wish to take your product and warranty policy with you to your new address then you must inform the administrator in writing or by phone.
        8. 8. If you move address and wish your product to remain at your original address (i.e. the home) then your warranty policy may transfer to the new owners provided you inform the administrator in writing or by phone.
        9. 9. Where we deem the product to be beyond economical repair or make a financial settlement in lieu of the repair all benefits under this warranty will cease unless the replacement product is arranged by us.
        10. 10. Only units or product that are new will be provided if a replacement of the product is required.
        11. 11. You are required by the provisions of the Consumer Insurance (Disclosure and Representations) Act to take care to:
          • 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;
          • to make sure that all information supplied as part of your application for cover is true and correct;
          • 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.


        Claims Procedure

        It is vital to obtain cover under your policy in the event of a claim that you contact the administrator by telephone on 0845 8630 505. Please provide the administrator with as much information about what has happened as soon as possible. You should include;

        1. 1. Your policy number and details of the product.
        2. 2. Date of incident.
        3. 3. What appears to be at fault with the product.

        The administrator will assess the nature of the incident and check if it is covered under your policy and if necessary arrange for the product to berepaired or replaced.


        UK General Insurance Limited are an insurers agent and in the matters of a claim act on behalf of the insurer.


        Changing Your Mind

        We hope you are happy with the cover this policy provides, however, if after reading this policy it does not meet with your requirements or you have simply changed your mind please return the policy and policy confirmation to the administrator within 45 days of purchasing the cover and we will arrange to cancel your policy, A full refund is subject to no claims being recorded against the policy.


        Cancellation

        You may cancel your policy at any time after the initial 45 day “Changing Your Mind” period. Where you cancel your policy after the initial 45 days covered by the “Changing Your Mind” section of your policy the administrator will provide a pro rata refund calculated on the number of days remaining on cover.

        To cancel your policy, please write to the administrator at: Cancellations, UK Warranty Ltd, Picktree Court, Picktree Lane, Chester-le-Street, County Durham, DH3 3SY.

        The insurer shall not be bound to accept renewal of any Insurance and may at any time cancel any insurance document by giving 30 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:

        • Fraud
        • Non-payment of premium
        • Threatening and abusive behaviour
        • Non-compliance with policy terms & conditions

        Provided the premium has been paid in full you shall be entitled to a pro rata refund calculated on the number of days remaining on cover.


        Complaints procedure

        It is our 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 follow the Complaints procedure below.

        In all correspondence please state your policy number that your insurance is provided by UK General Insurance Ltd and quote scheme ref 05760A. The contact details are:

        Customer Care Manager
        UK Warranty Ltd.,
        Picktree Court,
        Picktree Lane,
        Chester-le-street,
        County Durham,
        DH3 3SY
        Tel 0845 199 0125

        If your complaint cannot be resolved by the end of the next working day, UK Warranty Ltd will pass it to:

        The Customer Relations Manager,
        UK General Insurance Limited,
        Cast House,
        Old Mill Business Park,
        Gibraltar Island Road,
        Leeds,
        LS10 RJ.
        Tel: 0845 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,
        South Quay Plaza,
        183 Marsh Wall,
        Docklands,
        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.


        Further Relevant Information

        Your Statutory Rights
        Your Statutory Rights will not be affected when you buy an Extended Warranty from The Co-operative Electrical. These rights include the right to claim a refund, repair, or replacement for up to six years if your electrical goods were not of satisfactory quality or fit for purpose when they were sold to you.

        Other Providers
        Extended Warranties may be available from other providers. You may also be covered under your household contents insurance or other policies that you may hold.

        When can I buy a Co-operative Extended Warranty?
        An extended warranty does not have to be purchased at the same time as an electrical good. You can buy an extended warranty at any time prior to the expiry of your manufacturers guarantee.

        Changing Your Mind
        We hope you are happy with the cover this policy provides, however, if after reading this policy it does not meet with your requirements or you have simply changed your mind please return the policy and policy confirmation to the administrator within 45 days of purchasing the cover and we will arrange to cancel your policy. A full refund is subject to no claims being recorded against the policy.

        Cancellation and termination rights
        You may cancel your policy at any time after the initial 45 day “Changing Your Mind” period. Where you cancel your policy after the initial 45 days covered by the “Changing Your Mind” section of your policy the administrator will provide a pro rata refund calculated on the number of days remaining on cover. To cancel your policy, please write to the administrator at: Cancellations, UK Warranty Ltd, Picktree Court, Picktree Lane, Chester-le-Street, County Durham, DH3 3SY.

        Financial Protection: Meeting the obligations under your Extended Warranty
        Your policy has been arranged by UK Warranty Ltd with UK General Insurance Limited on behalf of Ageas Insurance Limited. 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

        Whether or not an extended warranty offered by the supplier will be terminated in the event of a claim being made
        Your policy will not terminate after a claim and if a replacement product is provided, we will transfer the balance of your policy to the replacement product.