Your car insurance

policy booklet
This booklet includes your policy wording,
so keep it safe in case you need it.
Contents
FAQs 3 Your policy wording 7
Are my electric car and charging cables covered? 3 Policy definitions 8
Is my electric car battery covered? 3 Section A Liability to other people 10
Am I covered if I leave my car unlocked or the Exceptions to Section A 11
keys in the car? 3 Section B Damage to your car 11
How much will you pay if my car is damaged? 3 Section C Fire and theft 12
Am I covered if I drive other cars? 3 Section D Windscreen damage 13
What is DriveSure? 3 Exceptions which apply to Sections B, C and D 14
Where do I fit my DriveSure Plug-in? 3 Conditions which apply to Sections B, C and D 15
Do you have a National Network of Repairers? 3 Section E Personal accident 16
How does my No Claim Discount work? 4 Section F Other benefits 17
What changes do I need to tell you about? 5 Section G Territorial limits and foreign use 18
How does your uninsured driver promise work? 6 Section H Churchill Legal Assistance Service 19
How does your vandalism promise work? 6 Section Ji Courtesy Car following a claim 23
Section Jii Guaranteed Hire Car 23
Section Jiii Guaranteed Hire Car Plus 25
General exceptions which apply to Sections A to J 27
General conditions which apply to Sections A to J 28
Other things we need to tell you
Important information about your policy 32
How to make a claim 32
How to make a complaint 33
 FAQs

FAQs

Are my electric car and charging

cables covered?
Charging cables and your home charger are This cover does not include damage to the car you
considered an accessory to your car which means are driving and applies only to the policyholder and
they are covered for accidental damage, fire and not to any named drivers on the policy.
theft. You are also covered for any accidents
Your certificate of insurance will show if you have
involving your charging cables when they are
this benefit.
attached to your car, for example, someone tripping
over your cable, as long as you have taken due care
to prevent such an accident.
What is DriveSure?
DriveSure is our telematics insurance product. It’s
Is my electric car battery covered ? designed to capture how, when and where your car
is driven, based on driver monitoring technology.
Damage to your car’s battery is covered should it be
We use DriveSure to understand your driving style
damaged as a result of an insured incident. Cover
and give you feedback. This means we can offer you
applies whether your battery is owned or leased.
premiums based on your driving record. Safe drivers
could save money.
Am I covered if I leave my car
unlocked or the keys in the car ? Where do I fit my DriveSure
We will not pay a claim if your car is: Plug-in?
• left unlocked; The DriveSure Plug-in is fitted to the On-board
• left with keys or key fobs in, on, or attached; Diagnostics socket (OBD) in your car. To find the
• left with the engine running; location of the OBD socket in your car, simply register
• left with a window or roof open using the DriveSure Portal at [Link]
where you can find instructions. To find out more
How much will you pay if my car about DriveSure, visit our website at [Link].
is damaged? com/car-insurance/black-box-original
If your car is damaged, we will pay the cost of
repairing or replacing your vehicle up to its UK
Do you have a National Network
market value. of Repairers?
This is the current value of the vehicle at the time of Yes, we have a UK-wide repair network who will deal
the claim – and it may be different to the amount with all aspects of your repair. They will arrange a
you paid or any amounts we spoke about when you time to collect your car, undertake the repairs and on
insured your vehicle with us. completion deliver your car back to you.

Am I covered if I drive other cars?

We will cover you for damage caused to third parties
whilst you are driving cars that are not your own,
provided you meet certain conditions (see Section A).

Page 3
FAQs continued

How does my No Claim Discount work?

No Claim Discount (NCD)
If no claim is made against your policy, your renewal
premium will be adjusted in accordance with our
NCD scale applicable at the renewal date. However,
if a claim is made against your policy, we may reduce
your NCD.

NCD at the NCD at the next

start of the renewal date following:
period of
insurance:
1 claim 2 claims 3+ claims
0 years Nil Nil Nil
1 year Nil Nil Nil
2 years Nil Nil Nil
3 years 1 year Nil Nil
4 years 2 years Nil Nil
5, 6, 7, 8 or 3 years 1 year Nil
9 years

No Claim Discount Protection

If you are eligible, this will be subject to a payment
of an additional premium. For information, including
step back tables, please see the FAQs section at
[Link] or refer to your other documents.

Page 4
 FAQs continued

What changes do I need to tell You must tell us before the next renewal date
(or at the time you are making any of the changes
you about? already mentioned) if you or anyone covered by
You must tell us if any of the following details this policy have:
change before you need cover to start: • had insurance cancelled by an insurer. This
• you change your car; includes a policy declared null and void as
• you modify your car (please see general though it has never existed, a renewal declined
condition 8 for further details); by an insurer or a policy cancelled by an insurer
• you add another driver to your policy or amend due to, but not restricted to, non-payment,
the driving restriction; fraud or misrepresentation;
• you change the use of your car (e.g. change from • had any accidents, thefts or losses (whether
social domestic and pleasure to business use); a claim was reported or not and regardless
• you wish to increase your cover (e.g. change of blame);
from third party only to comprehensive). • had any motoring offences including
convictions, endorsements, penalty points, fixed
You must tell us as soon as possible if any of the penalties (excluding parking penalties), speed
following details change: camera offences, disqualifications or criminal
• the address where you normally keep your car; prosecutions pending.
• if you, or anyone covered by this policy change Failure to provide correct information or inform us
jobs, including part time; of any changes could adversely affect your policy,
• if you, or anyone covered by this policy passes including invalidating your policy or claims being
their UK driving test. rejected or not fully paid.
Any change during the period of insurance may
result in an additional or return premium and may Making a change to your policy?
be subject to an administration fee.
See general condition 4 for further details. Call: 0345 878 6261

Page 5
FAQs continued

How does your uninsured driver How does your vandalism

promise work? promise work?
If you make a claim for an accident that is not your If you make a claim for damage to your car that is
fault and the driver of the vehicle that hits your a result of vandalism, which is damage caused by
car is not insured, you will not lose your No Claim a malicious and deliberate act, you will not lose
Discount or have to pay any excess. your No Claim Discount with Churchill.
This promise is for comprehensive policyholders only.
Conditions
Conditions You pay the Accidental Damage Excess applicable
We will need: to the policyholder. Please refer to your schedule for
excess amounts.
• the vehicle registration number and the make
and model of the vehicle; and • The incident is reported to the police and
assigned a crime reference number.
• the driver’s details, if possible.
• The damage has not been caused by
It also helps us to confirm who is at fault if you can another vehicle.
get the names and addresses of any independent
witnesses, if available. When you claim you will have to pay the excess.
Once we receive your claim, you may lose your
When you claim you may have to pay your excess.
No Claim Discount, until we are supplied with
Also, if when your renewal is due, investigations are
a relevant crime reference number.
still ongoing, you may lose your No Claim Discount
temporarily. However, once we confirm that the This promise is for comprehensive policyholders
accident was the fault of the uninsured driver we will only. Please remember that vandalism should be
repay your excess, restore your No Claim Discount reported to your local police station unless you are
and refund any extra premium you have paid. reporting it immediately as an emergency.

Page 6
 Your Policy

Your policy wording

This policy booklet gives full details of your cover. In return for receiving and accepting the premium,
we will provide insurance under this policy for the
You should read it along with your motor
sections shown in the schedule as applying for
proposal confirmation, certificate of motor
the accident, injury, loss or damage which has
insurance and schedule.
happened in the territorial limits during the period
Please keep all your documents in a safe place. of insurance.
Your policy is made up of: Under European law, you and we may choose which
• the motor proposal confirmation; law will apply to this contract. English law will apply
• this policy booklet from pages 7–31; unless you and we agree otherwise.
• the certificate of motor insurance;
If you are resident in Jersey, Guernsey or the Isle of
• the schedule; and
Man, the law of the island where you are resident
• Telematics terms and conditions (sent via
applies to your policy and any dispute in relation
e-mail, to DriveSure customers only).
to it will be within the jurisdiction of that island’s
We aim to always be fair and reasonable and to act relevant court.
quickly whenever you need to make a claim under
You and we may choose which law will apply to this
this policy. If you feel we have not met this, we
policy. Unless both parties agree otherwise English
will try to do everything possible to deal with your
law will apply. We have supplied this policy and other
complaint quickly and fairly.
information to you in English and we will continue to
This policy is evidence of the contract between communicate with you in English.
you and us, U K Insurance Limited, based on
We have not given you a personal recommendation
information you have given to us.
as to whether this policy is suitable for your specific
needs and just to let you know our consultants may
receive a bonus if you purchase any cover with us.

Page 7
Policy definitions

Wherever the following words or expressions appear Keys – Physical key, device or smart access provided
in your policy, they have the meaning given here with your car by the manufacturer that allows you
unless we say differently. to access and/or move your car.
Accessories – parts or products specifically designed Loss of any limb – severance at or above the wrist
to be fitted to your car, including your electric or ankle, or the total and irrecoverable loss of use of
car’s charging cables and the charger installed a hand, arm, foot or leg.
at your home. We may treat some accessories
Market value – the cost of replacing your car
as modifications, so please tell us about any
with another of the same make and model and of
alterations to your car.
a similar age and condition at the time of the
Approved repairer – a repairer in our network accident or loss.
of contracted repairers, who is approved by us to
Misfuelling – the accidental filling of the fuel
perform repairs to your car following a claim under
tank with inappropriate fuel for your car.
section B and C of this policy.
Modifications – any changes to your car’s
Approved windscreen supplier – a repairer we
standard specification, including optional extras.
have approved and authorised to repair or replace
These include, but are not restricted to, changes to
your windscreen as shown on your schedule and
the appearance and/or the performance of your
certificate of motor insurance.
car (including wheels, suspension, bodywork and
Certificate of motor insurance – this document engine) and include changes made to your car by
provides evidence that you have taken out the the previous owner(s).
insurance you must have by law. It identifies who
Motor proposal confirmation – the document
can drive your car and the purposes for which your
recording the statements made and information
car can be used.
you gave or which was given for you when you
Convertible – these are motor vehicles in which bought your policy.
the roof is removable and/or can retract and are
Partner – your husband, wife or someone you are
often referred to as cabriolets, roadsters and/or
living with as if you are married to them.
soft/hard tops.
Period of Insurance – as shown on the certificate
Convictions – these include all motoring convictions,
of motor insurance or schedule.
fixed penalties or disqualifications including points
and speed camera offences. Policy – this policy booklet, schedule, motor
proposal confirmation and certificate of motor
Courtesy car – a temporary hire car provided to you
insurance.
by an approved repairer under Section Ji following
a claim under sections B and C of this policy.
Excess – the amount you must pay towards
any claim.

Page 8
 Your Policy

Road Traffic Act – any Acts, laws or regulations,

which govern the driving or use of any motor vehicle
in Great Britain, Northern Ireland, the Isle of Man
and the Channel Islands.
Schedule – the document that identifies the
policyholder and sets out details of the cover your
policy provides.
Terms – all terms, exceptions, conditions and limits
which apply to your policy.
Track day – when your car is driven on a racing
track, on an airfield or at an off-road event.
Trailer – any form of trailer that has been specially
built to be towed by a motor car.
We, us, our – U K Insurance Limited.
You, your – the person named as the policyholder
in the schedule. If section H is included on the
schedule, this definition is extended under that
section to include authorised drivers as shown in the
certificate of motor insurance and any passengers.
Your car – the car described in the current schedule.
In section B ‘Damage to your car’ and section C ‘Fire
and theft’, the term ‘car’ also includes its accessories
and spare parts, whether they are on or in the car, or
in your locked private garage.

Page 9
Section A
Liability to other people

1a Cover for you • the employer or business partner of anyone

covered by this section while your car is
We will cover you for your legal liability to
being used for business purposes provided
other people arising from an accident which
your certificate of motor insurance allows
involves your car and:
business use; or
• you kill or injure someone;
• the legal personal representative of anyone
• you damage someone else’s property.
covered under this section if that person dies.
This cover also applies to an accident involving
a trailer or vehicle you are towing. 3 Costs and expenses
a) Legal costs
1b Driving other cars If there is an accident covered by this policy,
If your certificate of motor insurance says we have the option entirely at our discretion
so, this policy provides the same cover as to pay the reasonable legal costs and/or
above in 1a when you are driving any other expenses to defend or represent you or any
motor car as long as you do not own it and it is driver covered by this policy:
not hired to you under a hire-purchase or • at a coroner’s inquest or fatal accident
leasing agreement. This cover only applies if: inquiry; and/or
• there is no other insurance in force which • in criminal proceedings arising out of
covers the same liability; the accident.
• you have the owner’s permission to drive
We must agree to all legal costs and/or
the car;
expenses beforehand. If we agree to pay such
• the car is registered in and being driven in
legal costs and/or expenses, we will advise you
Great Britain, Northern Ireland, the Isle of
as to the extent of any assistance we will give.
Man or the Channel Islands; and
• you still have your car and it has not been b) Emergency medical treatment
damaged beyond cost-effective repair. We will pay for emergency treatment fees
as set out in the Road Traffic Act. If we
Note – There is no cover under clause 1b for
make a payment under this section only,
damage, fire or theft to the car you are driving.
it will not affect your no claim discount.
2 Cover for other people 4 Payments made outside the
We will also provide the cover under section 1a for:
• anyone insured by this policy to drive your
terms of the policy
car, as long as they have your permission; If we must make a payment because the laws
• anyone you allow to use but not drive of any country require us to do so, we may
your car; recover from you, or the person who is liable
• anyone who is in or getting into or out of any payment that is not covered by this policy.
your car; This includes any amount that we would not
• accidents caused by any electric charging otherwise be required to pay as a result of your
cables when attached to your car as long failure to provide accurate information.
as you have taken due care to prevent such
an accident;

Page 10
 Your Policy

Exceptions to Section B
Section A Damage to your car

What is not covered What is covered

We will not cover: If your car is damaged, we have the option to:
• loss of or damage to any car you drive or any • pay to repair the damage or repair the
trailer or vehicle you tow; damage ourselves;
• anyone who has other insurance covering the • replace what is lost or damaged, if this is more
same liability; cost-effective than repairing it; or
• death or injury to anyone while they are • settle your claim by sending you a cheque or
working with or for the driver of the car; except by bank transfer.
as set out in the Road Traffic Act;
• damage caused by any driver insured by The most we will pay
this policy to any property they own or are We will not pay more than the market value of
responsible for; your car at the time of the loss (less any excess
• liability for more than £20,000,000 for any that may apply).
claim or series of claims for loss of or damage
to property including any indirect loss or What is not covered
damage caused by one event (including all
We will not cover:
costs and expenses);
• the draining, flushing and replenishing of the
• liability caused by acts of terrorism as defined
fuel from your car, in the event of misfuelling;
in the Terrorism Act 2000 (UK) and/or the Anti-
• the sum of all excesses shown on the schedule.
Terrorism and Crime Act 2003 (Isle of Man)
These may include the ‘own damage’ excesses
except as is strictly required under the Road
and ‘young or inexperienced driver’ excesses if
Traffic Act;
these apply. An inexperienced driver is a person
• legal costs or expenses related to charges
who has held a full UK or EU driving licence for
connected with speeding, driving under
less than one year.
the influence of alcohol or drugs, or for
parking offences;
• any injury, legal liability, loss or destruction of
or damage to any property or any associated
loss or expense that arises directly or indirectly
as a result of:
a) grinding, cutting, welding or soldering
operations; and/or
b) use of blow lamps or torches on or in your car.

Page 11
Section C
Fire and theft

What is covered What is not covered

If your car is lost or damaged as a result of theft, We will not cover:
attempted theft, fire, lightning or explosion, we • the excess shown in the schedule, unless your
have the option to: car is stolen from a private locked garage;
• pay to repair the damage or repair the damage • loss or damage to your car as a result of
ourselves;
someone acquiring it by fraud or trickery while
• replace what is lost or damaged if this is more
cost-effective than repairing it; or pretending to be a buyer;
• settle your claim by sending you a cheque or by • loss or damage caused by theft or attempted
bank transfer. theft if the keys and/or other devices which
unlock your car and/or enable your car to be
If your car keys are stolen we will pay the cost of started and driven are left in or on your car
replacing the:
which is unattended, or if your car has been
• affected locks;
• lock transmitter and central locking interface; left unattended and not properly locked (this
• affected parts of the alarm and/or immobiliser, includes any window, roof opening, removable
if it can be established to our reasonable roof panel or hood being left open or unlocked);
satisfaction that the identity or garaging • loss or damage caused by theft or attempted
address of your car is known to any person who theft if any security device fitted to your car
is in possession of your keys. by the manufacturer is not operational when
your car is left unattended;
The most we will pay • loss or damage caused by theft or attempted
We will not pay more than the market value of theft to readily removable in-car electronic
your car at the time of the loss (less any excess equipment unless it is in a glove compartment
that may apply). or a locked boot. In which case we will provide
cover up to the amount shown in the schedule;
• loss or damage if any security or tracking device,
which we insist is fitted to your car, has not been
set or is not in full working order;
• loss or damage if the network subscription, for
any tracking device which we insist is fitted to
your car, is not current and operable; or
• loss or damage if the driver recognition device
for any tracking device which we insist is fitted
to your car, is left in or on your car whilst
unattended.

Page 12
 Your Policy

Section D
Windscreen damage

What is covered What is not covered

We will pay to: We will not cover:
• replace or repair broken glass in the windscreen, • the excess shown in the schedule; or
sunroof or windows of your car, and repair • any amount greater than the limit shown in
any scratching to the bodywork caused by the the schedule if you do not use an approved
broken glass, as long as there has not been any windscreen supplier.
other loss or damage to your car; or
• replace the roof and rear windscreen assembly
together if your car is fitted with a folding roof
and it is more cost-effective than replacing the
glass alone.
Claims under this section will not affect your no
claim discount.

The most we will pay

We will not pay more than the market value of
your car at the time of the loss (less any excess
that may apply).

Page 13
Exceptions
which apply to sections B, C and D

What is not covered • loss or damage to any speed assessment

equipment detection device;
We will not cover:
• loss or damage due to any government, public
• loss or damage caused by wear and tear or loss
or local authority legally taking, keeping or
of value;
destroying your car;
• any part of a repair or replacement which
• any reduction to the market value of your car
improves your car beyond its condition before
as a result of it being repaired;
the loss or damage took place;
• the valuation of your cherished plate is not
• any mechanical, electrical or computer failure,
included in any valuation of your claim.
breakdown or breakage;
The cost of placing the cherished plate on
• damage to tyres caused by braking, punctures,
retention where following a claim your car
cuts or bursts;
is beyond economical repair. The loss of use
• damage caused by pressure waves from an
of the cherished plate where you have failed
aircraft or other flying object travelling at or
to place the plate on retention in good time
beyond the speed of sound;
where following a claim your car is beyond
• deliberate damage caused to your car by
economical repair.
anyone insured under this policy;
• loss of use or other indirect loss such as travel
costs or loss of earnings;
• loss or damage to any trailer or vehicle, or their
contents, while being towed by your car;
• loss or damage to your car if, at the time
of the incident, it was being driven or used
without your permission by someone in your
family or someone who is living with you (this
exception does not apply if the person driving
is reported to the police for taking your car
without your permission);
• any amount over that shown in the schedule
for loss of or damage to permanently fitted
in-car audio, television, phone, CB radio,
games-console or electronic-navigation
equipment (if the equipment is part of your
car specification when first registered, we will
provide unlimited cover);

Page 14
 Your Policy

Conditions
which apply to sections B, C and D

1 Hire-purchase, leasing and 4 Repairs

other agreements When our approved repairers carry out the
repairs, you do not need an estimate. Repairs
If your car is currently on a hire purchase or
carried out by our approved repairers are
financing agreement (except leasing) we will
guaranteed for five years unless you sell
settle the claim by paying the legal owner.
your car.
We will only pay you any remaining balance
if ownership of your car is to be transferred Where we have agreed with you for reasonable
to you at the end of the hire purchase or and necessary repairs to be carried out at a
financing agreement. repairer of your choice, you must give us full
details of the incident and we must approve the
If your car is on a leasing agreement, we will
detailed repair estimate before the work begins.
settle the claim by paying the legal owner.
Unless repairs are carried out by our approved
2 Parts repairers they are NOT guaranteed by us even
though we may pay for those repairs directly.
We may decide to repair your car with parts
which have not been made by your car’s 5 Uneconomical repairs
manufacturer but which are of a similar
If your car is uneconomical to repair (written
standard, including recycled parts. If any part
off) and we agree to settle your claim on that
or accessory is not available, the most we will
basis, you still owe us the total yearly premium
pay for that part will be the cost shown in the
(whether you pay annually or by monthly
manufacturer’s last United Kingdom price list
instalments under a credit agreement) as we
(plus reasonable fitting costs).
will have met our responsibilities to you under
3 Removing and delivering the policy.

your car Once we settle your claim, your car will

become our property and you must send us the
If your car cannot be driven as a result of loss or registration document. All cover will then end
damage covered under this policy, we will pay unless we agree differently. We will not refund
the reasonable cost of taking it to the nearest any of your premium if you pay annually.
suitable repairer. We will also pay the reasonable
cost of delivering your car to you at the address If you pay by instalments under a credit
shown in the schedule after it has been repaired. agreement you must pay to us (1) all
We may put your car in safe storage, before it is instalment payments that have already fallen
repaired, sold or taken for scrap. We will pay the due under the credit agreement and remain
reasonable cost of storage. unpaid, and (2) the total remaining balance
under the credit agreement.
Following an accident, we will help you and
your passengers make arrangements to get If we agree to pay your claim and you have not
home, to your original destination or take you paid the amounts due to us under (1) and (2)
to a safe place. above, we may reduce the amount that we pay
in settlement of your claim by the amount that
you owe us. Alternatively, we may write to you
asking you for the full payment.

Page 15
Section E
Personal accident

What is covered What is not covered

We will pay you or your legal representatives We will not cover:
if you or your partner are accidentally injured • any injury or death resulting from suicide or
while travelling in or getting into or out of any car, attempted suicide;
and this injury alone results within three calendar • anyone who is convicted for driving while under
months of the date of the accident, in: the influence of drink or drugs at the time of the
• death; accident; or
• total irrecoverable loss of sight in one or both • an injured person under this policy if we insure
eyes; or them against personal accident under any other
• loss of any limb. car insurance policy.
We will pay the benefit shown in the schedule. The most we will pay in any period of insurance is
one benefit shown in the schedule.

Page 16
 Your Policy

Section F
Other benefits

1 Medical expenses 4 New car cover

We will pay medical expenses up to the amount If your car is less than one year old and you are
shown in the schedule for each person injured if the first and only registered owner, we will
your car is in an accident, as long as there is no replace it with one of the same make and model
cover in force under another car insurance policy. if it has:
• been stolen and not found; or
2 Personal belongings • suffered damage covered by the policy
We will pay for loss of, or damage to, clothing and the cost of repairing it is more than
and personal belongings caused by fire, theft, 60% of the last United Kingdom list price,
attempted theft or accident, while they are in or (including taxes).
on your car. The most we will pay for any We can only do this if a replacement car is
one incident is the amount shown in the available in the UK and anyone else who has an
schedule. If you ask us to pay someone else, interest in your car agrees.
we will have no further responsibility to you
once we have done so. If a suitable replacement car is not available, or
your car was not supplied as new in the UK, we
What is not covered will pay you the market value of your car at the
time of the loss (less any excess that may apply).
We will not cover loss of or damage to:
If we settle a claim under this clause, the lost or
• money, credit or debit cards, stamps, tickets,
damaged car becomes our property and you
vouchers, documents, securities (such as share
must send us the registration document.
and Premium Bond certificates), goods or
samples carried in connection with any trade
or business; or
5 Child car seats
• property insured under any other policy. If you have a child car seat fitted to your
car and your car is involved in an accident,
3 Hotel expenses damaged by fire or theft or stolen and not
recovered, we will arrange a replacement, or
If your car cannot be driven after an accident
cover you for the cost of replacing the child car
or loss covered under section B of this policy,
seat with a new one of a similar standard, even
we will pay up to £150 for the driver (or £250 in
if there is no apparent damage. You may be
total for all the people in the car) towards the
required to provide proof of purchase as part of
cost of hotel expenses for an overnight stay if
the claim validation process.
this is necessary.

Page 17
Section G
Territorial limits and foreign use

1 Territorial limits 3 Extending your policy cover

This policy provides the cover described in your abroad
schedule in Great Britain, Northern Ireland,
For an extra premium, your policy can be
the Republic of Ireland, the Isle of Man, the
extended for an agreed period to provide the
Channel Islands and during journeys between
same level of cover under section B, C & D as
these places.
you have in the territorial limits, (providing
you currently have this cover – please refer to
2 Using your car abroad your schedule). Your car will also be covered
This policy also provides the minimum cover during journeys between those countries by a
you need by law to use your car in: recognised carrier. However, you must call us to
• any country which is a member of the arrange cover.
European Union; and
• Jersey, Guernsey, Isle of Man and any country Cover in these countries only applies if your
listed below which the Commission of the permanent home is in the United Kingdom and
European Community approves as meeting your visit abroad is for less than 90 days in a
the requirements of Article 8 of EC Directive period of insurance.
2009/103/EC on Insurance of Civil Liabilities
arising from using motor vehicles. What is not covered
• Section A, 1b Driving other cars – There is no
Countries included: policy cover when driving any other motor car
Andorra, Austria, Belgium, Bulgaria, Croatia, outside of the territorial limits;
Cyprus, Czech Republic, Denmark, Estonia, Finland, • Section Jii Guaranteed Hire Car – we will not
France, Germany, Greece, Hungary, Iceland, Italy, provide a hire car for any loss which takes place
Latvia, Liechtenstein, Lithuania, Luxembourg, outside Great Britain, Northern Ireland, the Isle
Malta, Netherlands, Norway, Poland, Portugal, of Man or the Channel Islands;
Romania, Serbia, Slovakia, Slovenia, Spain, • Section Jiii Guaranteed Hire Car Plus – we will
Sweden and Switzerland. not provide a hire car for any loss which takes
place outside Great Britain, Northern Ireland,
the Isle of Man or the Channel Islands; instead
of a hire car, we will reimburse your travel
costs (up to £50 a day and up to a maximum
of £500 over the 21 days following your claim)
as long as we are dealing with your claim
under section B or C.
4 Customs duty
If you have to pay customs duty on your car
in any of the countries covered in paragraph 2
because of repairs covered under your policy,
we will pay these costs for you.

Page 18
 Your Policy

Section H
Churchill Legal Assistance Service

This section only applies if it is shown on your Costs –

schedule. a) All reasonable, necessary and proportionate
legal fees, expenses and disbursements charged
This cover can be used to claim your uninsured losses
by the appointed representative and agreed
if you and your car are involved in a road traffic
by us. Legal fees, expenses and disbursements
accident with a moving vehicle, as defined by the
will be assessed on the standard basis or in
Road Traffic Act, where someone else is to blame.
accordance with any fixed recoverable costs
We will pay the costs to help you claim your scheme, if applicable.
uninsured losses from the person who was to blame b) The fees incurred by your opponent which you
for the accident. are ordered to pay by a court and any other
fees we agree to in writing.
Examples of what uninsured losses you may claim
for include: Court – Court, tribunal or other suitable authority.
• compensation for your death or physical
Preferred law firm – The law firm we choose to
bodily injury;
provide legal services. These legal specialists are
• accident repair costs if you do not have
chosen as they have the expertise to deal with your
comprehensive cover;
claim and must comply with our agreed service
• damage to any belongings in your car that
standards.
you are legally responsible for; or
• any other financial losses incurred as a direct Reasonable prospects of success – We and the
result of the accident. appointed representative agree that there is a
better than 50% chance that you will:
You can ring the 24-hour legal helpline on
a) obtain a successful judgment; and
0345 246 2408 for confidential legal advice on
b) recover your losses or damages or obtain any
any private motoring legal problem relating to
other legal remedy we agree to, including an
laws applicable in the United Kingdom, whether
enforcement of judgment, making a successful
or not it results in a claim.
appeal or defence of an appeal.
The helpline does not provide advice in relation
to any claim made under this policy. Terms of appointment – A separate contract which
we will require the appointed representative
Definitions to enter into with us if they are not a preferred law
The following definitions apply to this section and firm. This contract sets out the amounts we will
are in addition to those shown on pages 8 and 9 pay the appointed representative under your
of the policy. policy and their responsibilities to report to us at
various stages of the claim.
Appointed representative – The preferred law
firm, solicitor, or other suitably qualified person Territorial limits – Jersey, Guernsey, Isle of Man
appointed by us to represent you under this section and any country which the Commission of the
of the policy. European Community approves as meeting the
requirements of Article 8 of EC Directive 2009/103/
EC on Insurance of Civil Liabilities arising from using
motor vehicles.

Page 19
Section H Churchill Legal Assistance Service continued

What is covered d) loss or damage that is insured under another

section of this policy or any other insurance policy;
This cover can be used to claim your uninsured losses
e) any appeal where we did not provide cover for
if you and your car are involved in a road traffic
the original claim; or
accident with a moving vehicle, as defined by the
f) incidents which begin before the cover started;
Road Traffic Act, where someone else is to blame.
g) psychological injuries or mental illness unless
We will pay the costs to help you claim your they result from an insured event that also
uninsured losses from the person who was to blame causes physical bodily injury to you;
for the accident. The most we will pay for all claims, h) action against another person who is insured
including any appeal or counterclaim that arise by this policy, where that person is to blame for
from the same incident is £100,000 (including VAT). the accident.
Cover will be provided as long as: Conditions which apply to
a) we and your appointed representative agree
your claim has reasonable prospects of success Section H – Churchill Legal
for the duration of the claim; Assistance Service
b) at the time of the incident, your car is being
See also the general conditions which apply to the
used by a person identified in, and for a
whole policy. General conditions 2 and 3 on page 28
purpose allowed by, your certificate of
do not apply to Section H – Churchill Legal
motor insurance;
Assistance Service.
c) the incident happens within the territorial limits
and during a period cover was in force; and
d) any legal proceedings will be carried out within
1 Observing the policy terms
the territorial limits by a court. You must comply with all of the terms and
conditions of this policy, take all reasonable
Exceptions which apply to precautions to minimise the cost of claims and
to prevent a claim from happening.
Section H – Churchill Legal If our position is prejudiced as a result of you
Assistance Service not observing any of the terms and conditions
See also the general exceptions which apply to the of this policy, we have the right to:
whole policy. • refuse or withdraw from any claim;
• refuse to pay costs we have already
We don’t cover claims arising from or relating to: agreed to meet; and
a) costs that relate to the period before we • claim back from you costs that we have paid.
accept your claim;
b) fines, penalties, compensation or damages 2 Reporting your claim
which you are ordered to pay by a court; a) You must report full and factual details of
c) a dispute with us about this section of the your claim to us within a reasonable time
policy other than as shown under ‘How to make of it happening.
a complaint’ on page 33; b) You must send us any information that
we ask for that is reasonable and relevant
to your claim (you must pay any charges
involved in providing this information).

Page 20
 Your Policy

3 Choosing an appointed d) You must get our permission before

instructing a barrister or an expert witness.
representative e) We can contact the appointed
a) You have the right to choose an representative at any time, and he or she
appointed representative to safeguard must co-operate fully with us at all times.
your interests from the time you have the
right to make a claim under this policy. 5 Barrister’s opinion
This includes the right to choose an If there are conflicting opinions over reasonable
appointed representative to serve your prospects of success you will be required to
interest in any inquiry or proceedings or if obtain an opinion from a barrister; the choice of
a conflict of interests arises. the barrister needs to be agreed between you
b) If you choose an appointed and us. You will be responsible for paying for
representative who is not a preferred law the opinion unless it shows that your claim has
firm they must agree to act for you in line reasonable prospects of success.
with our terms of appointment (you can
ask us for a copy). Cover for their costs will 6 Settling or ending your claim
only commence from the date they agree
a) You must tell us if anyone makes a payment
to our terms of appointment.
into court or offers to settle your claim.
c) The appointed representative will enter into
b) You must not stop, settle, negotiate
a separate contract of appointment directly with
or withdraw from a claim or withdraw
you. You will be responsible for costs incurred
instructions from the appointed
by the appointed representative which are
representative without our approval.
not authorised by us.
We will not withhold our approval without
good reason.
4 Co-operating with the c) If an appointed representative refuses
appointed representative to continue acting for you with good
reason, or if you dismiss them without
and us good reason, cover for your claim will end
a) If we ask, you must tell the appointed immediately unless we agree to appoint
representative to give us any documents, another appointed representative.
information or advice that they have or d) We can decide to settle your claim by
know about. paying you the compensation you are
b) You must fully co-operate with the likely to be awarded by a court instead
appointed representative and us, and of starting or continuing your claim or
not take any action that has not been legal proceedings. If your claim is not
agreed by your appointed representative for damages, we may decide to settle
or by us. your claim by paying you the equivalent
c) You must keep us and the appointed financial value of your claim.
representative continually and promptly e) We can refuse to pay further costs if you
informed of all developments relating do not accept a payment into court, or an
to the claim and provide us and the offer to settle a claim, which we or your
appointed representative immediately appointed representative considers
with all information, evidence and should be accepted.
documents that you have or know about.

Page 21
Section H Churchill Legal Assistance Service continued

f) We can refuse to pay further costs if we 8 Cancellation

or the appointed representative consider
You can cancel this section of your policy at
that those costs would be disproportionate
any time by telling us either over the phone or
to the value of the claim.
in writing.
g) You must tell us if your claim no longer
• If you cancel this section before cover is
has reasonable prospects of success.
due to start, we will return any premium
h) We can refuse to pay further costs if your
you have paid in full.
claim no longer has reasonable prospects
• If you cancel this section after it has
of success.
started we will return any premium paid
7 Assessing and recovering costs less a charge for the number of days for
which cover has been given.
a) We have the right to have costs certified
by the appropriate professional body, We will not refund any premium if you have
audited by costs draftsmen we choose or made a claim or if one has been made against
assessed by a court. you during the period of cover.
b) You must tell your appointed
representative to claim back all costs that
you are entitled to. If costs we have paid
are recovered, you must refund them to us.
c) We and you will share any costs that are
recovered where:
i) We refused to pay further costs and
you paid more costs to end your claim.
ii) You chose to pay the difference
between the costs we offered to the
appointed representative under
our terms of appointment and the
costs charged by the appointed
representative.
We and you will each receive the same percentage
of the recovered costs as originally paid.

Page 22
 Your Policy

Section Ji Section Jii

Courtesy Car following a claim Guaranteed Hire Car

This section only applies if it is shown on your This section only applies if it is shown on your
schedule. schedule.
If you make a claim under section B or section
C of your policy and your car is repaired by an
Definitions that apply to
approved repairer, they will give you a courtesy Guaranteed Hire Car
car whilst your car is being repaired. The courtesy Hire car – a small hatchback car or similar that is
car is intended to keep you mobile whilst the repairs supplied to you by the hire car company on a
are carried out and will be a small hatchback car temporary basis. This car should keep you mobile
with an engine size of up to 1000cc. but may not be the same as your car in terms of its
Your policy will cover you to drive a courtesy car size, type, value or status.
which an approved repairer has provided to you Hire car company – the company that we instruct
under section B or section C. This cover will apply to to give you the hire car.
everyone named on your certificate of motor
insurance and is restricted to the limits on use Hire period – the period we will pay for the hire car,
and exclusions shown on the certificate of motor up to 14 days in a row, for any one incident.
insurance. The courtesy car supplied to you can What is covered
only be used in the United Kingdom. If your car is damaged as a result of an accident,
The cover provided for a courtesy car is subject to fire or theft, or if it is stolen and not recovered, we
the terms described in your policy and schedule. will arrange for the hire car company to provide
If the cover provided under the policy is third you with a hire car, as long as the loss takes place
party, fire and theft, the cover provided for the in Great Britain, Northern Ireland, the Isle of Man
courtesy car will be comprehensive and you or the Channel Islands and we are dealing with
will have to pay for the first £250 of any claim your claim under sections B or C of your policy.
under section B for accidental damage, £75 under You may be charged a refundable deposit, when
section D for windscreen replacement and £10 for you take delivery of the hire car. The deposit will
windscreen repair. be refunded on return of the hire car to the hire
car company, subject to the hire car company’s
Please note this section does not apply if you have terms and conditions. The hire car should keep
Guaranteed Hire Car or Guaranteed Hire Car Plus you mobile. It may not be a similar size, type, value
included in your policy. or status to your car.

The most we will pay

If we are unable to provide you with a hire car because:
• you suffer an injury during the accident which
prevents you from driving; or
• your car has been professionally adapted
or converted to carry a disabled driver or
passenger and a suitable hire car is not
available; or
• there are no hire cars available and no
alternative cars are available for hire;
we will reimburse your travel costs (up to £15 a day
over the 14 days following your claim).

Page 23
Section Jii Guaranteed Hire Car continued

What is not covered 4 All requests for the reimbursement of travel

costs will need to be substantiated with
We will not provide you with a hire car if you are
documentary evidence; otherwise we may not
only claiming for windscreen or glass damage.
be able to reimburse you.
We will not pay for your hire car for longer than the
5 The terms and conditions of the hire car
shortest of the following periods:
company apply as well as ours. You will be
• the hire period;
given a copy of the hire car company’s terms
• more than three days after payment has been
and conditions when you receive the hire car. If
issued to settle your claim; or
there is any difference between our terms and
• if more than one payment is to be made to
conditions and the terms and conditions of the
settle your claim, up to three days after the first
hire car company, our terms and conditions
payment has been made.
will apply.
Conditions that apply to 6 If you cancel Guaranteed Hire Car within 14
days of cover starting or within 14 days of
this section receiving your documents (whichever occurs
1 You may only use the hire car whilst your later), we will return any premium paid, unless
car remains off the road or whilst your car is you have been provided with a hire car during
with an approved repairer as a result of an the same period of insurance.
accident, fire or theft covered by this Section Jii.
7 If you cancel Guaranteed Hire Car at a later
2 When you are driving the hire car during the date than as set out in 6 above, a pro-rata
hire period, it is insured under your policy. refund will be given, unless you have been
This means that any claim for injury, loss or provided with a hire car during the same
damage that takes place will be made under period of insurance.
your policy, as long as the driver, or the person
last in charge of your car, is permitted to drive
under your policy in accordance with your
certificate of motor insurance. Any payments
we have to make under your policy for loss or
damage to the hire car will be made to the hire
car company. You will also have to pay any
excess that applies as if the claim was made for
your car.
3 You may only use the hire car in Great Britain,
Northern Ireland, the Isle of Man and the
Channel Islands, unless the hire car company
gives you permission and appropriate
insurance cover.

Page 24
 Your Policy

Section Jiii
Guaranteed Hire Car Plus

This section only applies if it is shown on your The most we will pay
schedule.
If we are unable to provide you with a hire car
Definitions that apply to because:
• you suffer an injury during the accident which
Guaranteed Hire Car Plus prevents you from driving; or
Hire car – a similar physical size car or van to your • your car has been professionally adapted
car, if such size is available, that is supplied to you by or converted to carry a disabled driver or
the hire car company on a temporary basis. This car passenger and a suitable hire car is not
should keep you mobile but may not be the same as available; or
your car in terms of its size, type, value or status. • there are no hire cars available and no
alternative cars are available for hire;
Similar physical size – a hire car up to a Class F
for vehicles with 5 seats or up to a Mini MPV for we will reimburse your travel costs (up to £50 a day
vehicles with 7 or more seats, as defined by the and up to a maximum of £500 over the 21 days
hire car company. following your claim).
Hire car company – the company that we instruct What is not covered
to give you the hire car.
We will not provide you with a hire car if you are
Hire period – the period we will pay for the hire car, only claiming for windscreen or glass damage.
up to 21 days in a row, for any one incident.
We will not pay for your hire car for longer than the
What is covered shortest of the following periods:
• the hire period;
If your car is damaged as a result of an accident,
• more than three days after payment has been
fire or theft, or if it is stolen and not recovered, we
issued to settle your claim; or
will arrange for the hire car company to provide
• if more than one payment is to be made to
you with a hire car, as long as the loss takes place
settle your claim, up to three days after the first
in Great Britain, Northern Ireland, the Isle of Man or
payment has been made.
the Channel Islands and we are dealing with your
claim under sections B or C of your policy.
You may be charged a refundable deposit, when
you take delivery of the hire car. The deposit will
be refunded on return of the hire car to the hire
car company, subject to the hire car company’s
terms and conditions. The hire car should keep you
mobile. Although we will always try to provide you
with a hire car that is a similar physical size to your
car, it is subject to availability. Therefore, your hire
car may not be the same as your car in terms of its
size, type, value or status.

Page 25
Section Jiii Guaranteed Hire Car Plus continued

Conditions that apply to 6 If the cover provided under this policy is third
party, fire and theft, the cover provided for the
this section replacement car will be comprehensive and you
1 You may only use the hire car whilst your will have to pay the first £250 of any claim under
car remains off the road or whilst your car is Section B for accidental damage, £75 under
with an approved repairer as a result of an Section D for windscreen replacement and £10
accident, fire or theft covered by this Section Jiii. for windscreen repair.

2 When you are driving the hire car during the 7 If you cancel Guaranteed Hire Car Plus within
hire period, it is insured under your policy. 14 days of cover starting or within 14 days of
This means that any claim for injury, loss or receiving your documents (whichever occurs
damage that takes place will be made under later), we will return any premium paid, unless you
your policy, as long as the driver, or the person have been provided with a hire car during the
last in charge of your car, is permitted to drive same period of insurance.
under your policy in accordance with your 8 If you cancel Guaranteed Hire Car Plus at a later
certificate of motor insurance. Any payments date than as set out in 7 above, a pro-rata refund
we have to make under your policy for loss or will be given, unless you have been provided with
damage to the hire car will be made to the hire a hire car during the same period of insurance.
car company. You will also have to pay any
excess that applies as if the claim was made
for your car.
3 You may only use the hire car in Great Britain,
Northern Ireland, the Isle of Man and the Channel
Islands, unless the hire car company gives you
permission and appropriate insurance cover.
4 All requests for the reimbursement of travel
costs will need to be substantiated with
documentary evidence; otherwise we may not
be able to reimburse you.
5 The terms and conditions of the hire car
company apply as well as ours. You will be
given a copy of the hire car company’s terms
and conditions when you receive the hire car.
If there is any difference between our terms
and conditions and the terms and conditions
of the hire car company, our terms and
conditions will apply.

Page 26
 Your policy

General exceptions
which apply to Sections A to J

You are not covered for any of the following. 4 War

1 Who uses your car We will not cover any injury, loss, damage or
liability caused by war, invasion, revolution or a
We will not cover any injury, loss, damage or similar event except as is strictly required under
liability which takes place while your car is being: the Road Traffic Act.
• driven by any person not described as
entitled to drive by the certificate of 5 Riot
motor insurance or schedule;
We will not cover any loss or damage caused by
• used for any purpose not allowed by the
riot or civil commotion outside Great Britain, the
certificate of motor insurance or schedule;
Isle of Man or the Channel Islands. This exception
• driven by someone who does not have a valid
does not apply to section A of this policy.
driving licence or is disqualified from holding
or obtaining such a licence or is breaking the
conditions of their driving licence.
6 Use on airfields
We will not cover any injury, loss, damage or
This exception does not apply if your car is: liability caused by using your car in any area
• with a member of the motor trade for where aircraft are normally found to be landing,
maintenance or repair; taking off, moving or parked.
• stolen or taken away without your
permission; or 7 Pollution
• being parked by an employee of a hotel,
We will not cover any injury, loss, damage or
restaurant or car-parking service.
liability caused by pollution or contamination,
2 Contracts unless the pollution or contamination is caused
by a sudden, identifiable, unexpected and
We will not cover any legal liability that arises accidental incident which happens during the
as a result of you entering into any agreement period of insurance.
or contract, unless you would have been liable
even without such an agreement or contract. 8 Recovery of seized cars
3 Radioactivity We will not cover securing the release of a
motor car, other than
We will not cover any loss or damage to your car, which has been seized by, or on behalf
property or any direct or indirect loss, expense
of, any government or public authority.
or liability caused or contributed to by:
• ionising radiation or radioactive
contamination from any nuclear fuel or
9 Use on Nürburgring
waste; or Nordschleife
• the radioactive, toxic, explosive or other We will not cover any injury, loss, damage or
dangerous properties of nuclear equipment liability whilst your car is being used or driven
or its nuclear parts.
on the Nürburgring Nordschleife.

Page 27
General conditions
which apply to Sections A to J

1 Providing accurate information 4 Administration Fee

We will only provide the cover set out in If you make any temporary or permanent
the policy if you keep to all the terms and changes to your policy during the year or
conditions of the policy. request duplicate documentation, you may
It is important to ensure that all information have to pay an administration fee as well as
given to us, including relating to all drivers any additional premium. Please refer to your
under the policy, is correct to the best of schedule for the administration fees.
your knowledge. Failure to provide correct An administration fee may apply even though
information or inform us of any changes an amendment results in a return of premium
could adversely affect your policy, including to you. Please refer to your schedule for
invalidating your policy or claims being details of the administration fee. This condition
rejected or not fully paid. The policy will does not apply to section H.
include Guaranteed Hire Car/Guaranteed Hire
Car Plus and/or Churchill Legal Assistance if 5a Cancellation by us
you have purchased this. We have the right to cancel your policy at any
time by giving you at least 7 days’ notice in
2 Notification of accidents writing where there is a valid reason for doing so.
and losses We will send our cancellation letter to the latest
You must tell us as soon as reasonably possible address we have for you.
about any incident which may lead to a claim Valid reasons may include but are not limited to:
under this policy. If you receive any notice of • where you are required in accordance with
prosecution, inquest or fatal accident inquiry or the terms of this policy, to co-operate with
you are sent a writ, summons, claim or letter, us, or send us information or documentation
you must send it to us, unanswered, as soon and you fail to do so in a way that
as possible. This condition does not apply to substantially affects our ability to process
section H. your claim, or deal with your policy;
• where there are changes to your circumstances
3 Claims procedure – Our rights which mean you no longer meet our
and your obligations criteria for providing motor insurance;
a) You must not admit liability for or negotiate • where you have used threatening or
to settle any claim without our written abusive behaviour or language or you have
permission. intimidated or bullied our staff or suppliers;
b) We are entitled to: • where we reasonably suspect fraud.
• take over and carry out the negotiation, If we cancel your policy we will return the
defence or settlement of any claim in premium paid less the amount for the period the
your name, or in the name of any other policy has been in force.
person covered by this policy; If you have made a claim or if one has been
• take proceedings in your name, or in made against you and we cancel your policy, we
the name of any other person covered will return the premium paid, less a charge for the
by, and in connection with, this policy number of days for which cover has been given.
for your, or our own benefit. If you are a resident of Northern Ireland, Isle of
c) You must give us any information and help Man or the Channel Islands you must return the
we need. certificate of motor insurance to us.
This condition does not apply to section H. If we cancel due to the non-payment of premium
please see condition 11 ‘If you miss a payment’.

Page 28
 Your Policy

5b Cancellation by you 5c Cancellation on renewal

You can cancel this policy at any time by telling • If you cancel before the new period of
us either over the phone or in writing. insurance (renewal) is due to start, we will
Cancelling the direct debit instruction does not return any premium paid in full.
mean you have cancelled the policy. • If the new period of insurance (renewal)
has started and you cancel within 14 days
• If you cancel before your policy is due to of it starting or within 14 days of receiving
start, we will return any premium you have your documents (whichever occurs later),
paid in full. we will return any premium paid less a
• If you cancel within 14 days of the policy charge for the number of days for which
starting or within 14 days of receiving your cover has been given.
documents (whichever occurs later) we will • If you cancel after those 14 days have
return any premium paid less a charge for passed, we will return any premium less a
the number of days for which cover has charge for the number of days for which
been given. cover has been given and an administration
• If you cancel after those 14 days have fee as shown in your schedule.
passed, we will return any premium paid less:
We will not refund any premium if you have
• a charge for the number of days for
made a claim or if one has been made against
which cover has been given; and
you during the period of cover. If you have
• an administration fee as shown in
made a claim, or one has been made against
your schedule.
you, the balance of the year’s premium will
We will not refund any premium if you have become payable. If you are a resident of
made a claim or if one has been made against Northern Ireland, Isle of Man or the Channel
you during the period of cover (regardless Islands you must return the certificate of
of whether you pay annually or by monthly motor insurance to us.
instalments under a credit agreement).
If you pay by instalments under a credit 5d Suspensions
agreement you must pay to us: You can suspend this policy at any time by telling
1) all instalment payments that have already us either over the phone or in writing. Please return
fallen due under the credit agreement and the certificate of motor insurance.
remain unpaid; and • If you suspend cover we will retain any
2) the total remaining balance under the premium paid. If you are paying by
credit agreement. instalments, you must continue paying
If we agree to pay your claim and you have instalments during the period of suspension.
not paid the amounts due to us under (1) and • If cover is suspended for 28 days or more in
(2) above, we may reduce the amount that we a row or if the policy expiry date passes
pay in settlement of your claim by the amount during the period of suspension, you will
that you owe us. Alternatively, we may write to receive a pro rata refund for the suspension
you asking you for the full payment. period. If cover is suspended for 27 days or
If you are a resident of Northern Ireland, Isle less in a row and reinstated before the policy
of Man or the Channel Islands you must return expiry date we will not refund any premium.
the certificate of motor insurance to us.

Page 29
General Conditions which apply to Sections A to J continued

We will not refund any premium if you have 8 Modifications to your car
made a claim or if one has been made against
you during the period of cover. If you have You must tell us what modifications you
made a claim, or one has been made against intend to make and obtain our agreement prior
you, the balance of the year’s premium will to making them. Modifications are changes
become payable. to your car’s standard specification, including
optional extras. These include, but are not
6 Taking care of your car restricted to, changes to the appearance and/or
the performance of your car (including wheels,
You and any person who is covered by this
suspension, bodywork and engine).
policy must:
Failure to provide correct information or inform
• make sure your car is roadworthy;
us of any changes could adversely affect your
• take all reasonable steps to protect your
policy, including invalidating your policy or
car and its contents from loss or damage;
claims being rejected or not fully paid.
• make sure any security device fitted to your
car by the manufacturer is operational when 9 Fraud
your car is left unattended;
You must be honest in your dealings with us at
• make sure you keep property left in an open
all times.
or convertible car in a locked boot or locked
glove compartment; and We will not pay a claim that is in any way
• allow us to examine your car at any fraudulent, false or exaggerated.
reasonable time if we ask you. If you, any person insured under this policy
or anyone acting on your behalf attempts to
7 Car sharing deceive us or knowingly makes a fraudulent,
Your policy covers you for carrying passengers false or exaggerated claim:
for social or similar purposes in return for • your policy may be cancelled;
payment. But it does not cover you if: • we may reject your claim and any
• your car is made or adapted to carry more subsequent claims;
than eight passengers (excluding the driver); • we may keep any premium you have paid.
• you are carrying the passengers as customers What happens if we discover fraud
of a passenger-carrying business; or We have the right to cancel any other products
• you are making a profit from the you hold with us and share information about
passengers’ payments. your behaviour with other organisations to
If you are not sure whether a car-sharing prevent further fraud.
arrangement is covered by the terms of this We may also involve the relevant authorities who
policy, please contact us. are empowered to bring criminal proceedings.
If a fraudulent, false or exaggerated claim has
been made under any other policy you hold with
us, we may cancel this policy.

Page 30
 Your policy

10 Other insurance 13 People involved in this contract

If you have other insurance which covers the This contract is between you and us. Nobody
same loss, damage or liability, we will not pay else has any rights they can enforce under this
more than our share of your claim. This does not contract except those they have under the
apply to personal accident benefit (see section E). Road Traffic Act.

11 If you miss a payment 14 Automatic renewal

If we have been unable to collect the instalment When your policy is due for renewal, we may
payment(s) due under your credit agreement on offer to renew it for you automatically using the
the date(s) due, we will write to you in order to payment details you have already given, unless
give you the opportunity to make the payment(s). we or you have advised otherwise.
If any instalment amount remain(s) unpaid by We will write to you at least 21 days before
the date we set out in our letter, we will give your policy ends and before taking any
you 14 days’ notice that we will cancel your payment to confirm your renewal premium and
policy, and inform you in writing when this policy terms. If you do not want to renew your
cancellation has taken place. policy you must call us before your renewal
If you have made a claim, or one has been date to let us know.
made against you before the date that we It is not possible to offer automatic renewal in
cancel the policy you must pay to us; all circumstances, for example we may need to
discuss your renewal invite with you or your
1) all instalment payments that have already
payment method may change.
fallen due under the credit agreement and
remain unpaid; and Your renewal invite will advise if your policy will
be automatically renewed or if you need to call
2) the total remaining balance under the
us. If we are unable to offer renewal terms we
credit agreement.
will write to you at your last known address to
If we agree to pay your claim and you have not let you know.
paid the amounts due to us under (1) and (2)
above, we may reduce the amount that we pay 15 Vehicle registration
in settlement of your claim by the amount that To be covered by this policy your car must
you owe us. be registered in, or be in the process of being
Alternatively, if you are in arrears at the time of registered in, the UK, the Channel Islands or the
the claim, we may refuse your claim. Isle of Man.

12 If you owe us an additional

premium
We may refuse your claim. If we agree to allow
your claim, we may deduct any additional
premium from any claim payment we make
to you or we may proportionately reduce any
payment we make to you.

Page 31
Important information about your policy

How to make a claim What to do when you’ve had an accident:

Here are some important numbers you’ll need if 1) Safety comes first. Stop at the scene of the
you have an accident: accident and if there are any injuries or if any
driver involved hasn’t stopped, call the police and
• Claims helpline: 0345 878 6261 emergency services.
• 24-hour accident recovery: 0345 878 6261 2) Take photos of the accident if it’s safe to do so,
including any vehicles involved. Remember that
• Customer services: 0345 878 6261
dash cam footage could be useful too.
Store these numbers in your phone so you have 3) Other driver/vehicle details – Ask the other party
them available if needed. Even if you don’t make a for their contact details. Take down their vehicle
claim on your vehicle, it’s important to let us know registration, name, address and telephone number
about the accident as quickly as possible. This will and give the third party yours. Don’t accept blame
enable us to contact the other party and resolve for the accident.
the entire claim, giving you the best service and
4) Witnesses – If any passers by have stopped,
keep the costs down.
you can ask for their contact details. These may
We’re here to support you when accidents happen, be needed later for a statement if blame is being
so we’ve put together some useful steps for you to disputed.
follow to help make the process smoother. 5) Call us. Giving us a call as soon as possible means
you’ll have the details fresh in your mind and means
we can help you and the third party sooner, get you
back on the road as quickly as possible.

Page 32
 Important information

How to make a complaint Our staff are empowered to support you and will
aim to resolve most issues within three working
We understand that things don’t always go to plan
days, following receipt of your complaint.
and there may be times when you feel we’ve let you
down. If this happens, we want you to tell us. We’ll If your complaint can’t be resolved within three
do our best to put things right as soon as possible or working days, we’ll contact you to let you know who
explain something we could have made clearer. will be dealing with it and what the next steps are.
We’d like you to speak to us about your problem We will keep in regular contact with you. You’ll also
by calling this number 0800 051 0122 or receive the following written communication from
01239 636071. If you’d prefer to write to us depending on how long it takes us to resolve your
us you can send the letter to; complaint.
Customer Relations Manager
Churchill Court
Westmoreland Road
Bromley
BR1 1DP

Communication Type When will you get this? What will it tell you?
Summary Resolution If we’ve been able to resolve your
It will let you know your complaint has
Communication complaint to your satisfaction within
been resolved and tell you about the
3 working days, following receipt
Financial Ombudsman Service (FOS).
of your complaint.
Acknowledgement If we’ve been unable to resolve your It will let you know our complaint
complaint to your satisfaction within handling process and information
3 working days, following receipt of about the Financial Ombudsman
your complaint. Service.
Unable to reach If we’ve been unable to resolve your It will let you know why we are not
resolution within complaint within 8 weeks. in a position to give you our final
8 weeks response and when we expect to be
able to provide this. We’ll also let you
know about your right to contact the
Financial Ombudsman Service.
Final Response If we’ve been unable to resolve your This is a detailed response, which will
complaint within 3 working days, we’ll outline:
send you our Final Response when • our investigation;
we’ve completed our investigations. • the decision;
We’ll do our best to send this at the • next steps, if applicable.
earliest opportunity. It will also provide information about
the Financial Ombudsman Service.

Page 33
Important information about your policy continued

Independent Review Details about our regulator

If we don’t complete our investigations within U K Insurance Limited is authorised by the
8 weeks of receiving your complaint or you’re Prudential Regulation Authority and regulated by
unhappy with our response, you may ask the the Financial Conduct Authority and the Prudential
Financial Ombudsman Service (FOS) to look at your Regulation Authority. Registration number 202810.
complaint. This is a free and independent service. The Financial Conduct Authority website, which
If you decide to contact them, you should do so includes a register of all regulated firms can be
within 6 months of our response letter. Referring visited at [Link], or the Financial Conduct
your case to the FOS will not affect your legal rights.
Authority can be contacted on 0800 111 6768.
You can contact them by: The Prudential Regulation Authority website can be
visited at [Link]/pra, or the
Email:
Prudential Regulation Authority can be contacted
[Link]@[Link]
on 020 7601 4878.
Phone:
UK: 0300 123 9123 or 0800 023 4567 European Online Dispute
Abroad: +44 20 7964 0500 Resolution Platform
Writing to: If you, an individual, purchased your policy online
Financial Ombudsman Service mainly for your own private use there is now an
Exchange Tower Online Dispute Resolution (ODR) platform created
London by the EU Commission, which can help with
E14 9SR resolving disputes. You can enter any complaint,
other than for trade, about your policy onto the
Their website also has a great deal of useful information:
ODR. This will forward your complaint to the correct
[Link]
Alternative Dispute Resolution scheme. For
If your complaint relates to Section H – Churchill insurance complaints in the UK this is the Financial
Legal Assistance Service, you can refer your Ombudsman Service. Their contact details are
complaint to arbitration instead (where an above, if you prefer to contact them directly.
independent person, known as an arbitrator, makes For more information about ODR please visit
a decision to settle the dispute). The arbitrator will [Link]
be a solicitor or barrister or other suitably qualified
person that you and we agree on. If you and The Financial Services Compensation Scheme
we cannot agree then we will ask the Chartered General insurance claims are covered by the
Institute of Arbitrators to decide. The arbitrator’s Financial Services Compensation Scheme. Full details
decision will be final and whoever does not win will of the cover available can be found at [Link].
have to pay all costs and expenses. U K Insurance Limited is a member of this scheme.

Page 34
 Important information continued

Motor Insurance Database It is vital that the MID holds your correct
registration number. It is our responsibility to
Information relating to your policy will be added to update your policy to the MID. We fully comply
the Motor Insurance Database (MID) managed by with the agreements in place with the MIB to
the Motor Insurers’ Bureau (MIB). The MID and the update your details within seven days; however
data stored on it may be used by certain statutory it is important that you check your policy
and/or authorised bodies including the police, the documents ensuring that the registration
DVLA, the DVANI, the Insurance Fraud Bureau and number is recorded correctly.
other bodies permitted by law for purposes not
limited to but including: If it is incorrectly shown on the MID you are at
risk of having your car seized by the police. You
• Electronic Licensing (Tax Discs); can check that your correct registration number
• Continuous Insurance Enforcement; is shown on the MID at [Link].
• law enforcement (prevention, detection,
apprehension and/or prosecution of If the registration number is not shown correctly on
offenders); and your policy documents, or you cannot find your car
• the provision of government services and/or on the MID, please contact us immediately.
other services aimed at reducing the level and
incidence of uninsured driving.
If you are involved in a road traffic accident (either
in the UK, the EEA or certain other territories),
insurers and/or the MIB may search the MID to
obtain relevant information.
Persons (including his or her appointed
representatives) pursuing a claim in respect of a road
traffic accident (including citizens of other countries)
may also obtain relevant information which is held
on the MID.

Page 35
 How to Contact Us
Claims & 24 hr Emergency Helpline 0345 878 6261
Customer Care 0345 878 6261
Mon-Fri: 8am – 9pm
Sat: 9am – 5pm
Sunday: 10am – 5pm
Bank Holidays: 9am – 5pm
Glass repair & replacement 0345 878 6261
24 hours, 7 days a week

If you would like a Braille, large print or audio version of your documents,
please let us know.

Churchill insurance policies are underwritten by U K Insurance Limited.

Registered office: The Wharf, Neville Street, Leeds LS1 4AZ.
Registered in England and Wales No.1179980. U K Insurance Limited is authorised by
the Prudential Regulation Authority and regulated by the
Financial Conduct Authority and the Prudential Regulation Authority. Calls may be recorded.

CHM04 1119