Please note, this policy booklet only applies to you if you have a Private Hire policy and you have active Breakdown cover as a policy add-on.

Your Policy is arranged and administered by Policy Excess Insure Limited on behalf of Financial & Legal Insurance Company Limited. Policy Excess Insure Limited is authorised and regulated by the Financial Conduct Authority under firm reference number 836031. Registered in England and Wales under Company No. 10706852. The insurance provided by this policy is underwritten by Financial & Legal Insurance

Company Limited who is authorised by the Prudential Regulation Authority and regulated by the Financial Conduct Authority and the Prudential Regulation Authority under firm reference number 202915. Registered in England and Wales under company number 03034220.

This is Your Policy wording. It is only valid when coupled with Your Policy schedule. These two documents make up Your insurance contract between You and the insurer. We recommend that You review Your cover periodically to ensure that it continues to meet Your needs.

The Claims Manager, a trading name of Bumble Bee Essex Ltd, is authorised by Financial & Legal Insurance Company Limited to handle all claims under this Policy.

In line with Our statutory obligations You may cancel the Policy within 14 days of receiving it, providing no claims have been made against the Policy then a refund of your premium will be issued. Full details, including timeframes, are offered when requesting a cancellation. Should You choose to cancel Your Policy after the 14-day cooling off period We will not make any refund. To cancel Your Policy, please notify us by emailing [email protected].

We are not bound to accept the renewal of any insurances and may at any time cancel this Policy by sending You 14 days’ notice in writing to the email address provided at point of purchase. Valid reasons for cancellation are:

If Your Vehicle suffers a Breakdown, We will provide assistance in accordance with the Policy and dispatch costs involved for either the roadside assistance and/or recovery to the nearest Suitable Garage (not including parts and labour) within the

Territorial Limits.

We will provide cover if:

The driver of the Vehicle must remain with or nearby the Vehicle until help arrives. You must be contactable at all times during the course of Your Breakdown. You must not leave Your Vehicle, or turn Your phone off whilst assistance is being arranged and provided.

In order to raise a claim with Us a claim form will need to be completed over the telephone. To do this We will require the following information:

In the event of a Breakdown a message forwarding service is available. We can contact someone on Your behalf to inform them of Your Breakdown should You require. Attendance by a Breakdown agent cannot be used as a reason by Your or

any other driver of Your Vehicle to avoid the cost of repairing Vehicle.

You are covered for unlimited call-outs, subject to the Policy indemnity limit. If You have a 1 Call cover, Your unique call outs are limited to 1 call-out or assistance during the Policy period.

Our liability in any Policy period, which is 12 months, is limited to £5,000. These amounts are after the deduction of any applicable Policy Excess, which is £30.00.

The following benefits, as defined below, apply to each of the following cover types where an is indicated. Each Policy benefit is subject to the terms of the Policy.

Any words that start with a capital letter and are in bold, have specific meanings and have the same meaning wherever they appear.

We will arrange to send roadside assistance to the scene of the of the Breakdown and assist for up to 60 minutes. We will pay call out fees and mileage charges needed to repair or assist with the Vehicle. Any repairs undertaken during roadside assistance are deemed temporary in nature. Following a repair Your Vehicle must be taken immediately to a Suitable Garage for permanent repairs to be made.

If, in the opinion of Our Breakdown and recovery operator, they are unable to repair the Vehicle at the roadside We may assist by providing local or national recovery.

Cover applies within the Territorial Limits, more than one (1) mile from your home address. We may arrange for You, Your Vehicle, and up to 4 passengers to be recovered to the nearest Suitable Garage within 25 mile round trip radius.

Cover applies within the Territorial Limits, more than one (1) mile from Your home address. If local recovery is not possible at the time of the Breakdown, or Your Vehicle cannot be repaired same day, We may arrange for You, Your Vehicle and up to 4 passengers to be transported to Your home or original destination within the Territorial Limits.

Cover applies within the territorial limits at Your home address. We may arrange provide Roadside Assistance. If however, in the opinion of Our Breakdown and recovery operator, they are unable to repair the Vehicle at the roadside We may assist by providing local or national recovery as required.

Cover applies whilst You are on the fuel station forecourt only, where You have misfuelled Your vehicle. We will drain Your fuel tank and replenish the fuel tank with 10 litres of fuel. Notification of the claim must be prior to You leaving the fuel

station forecourt.

Onward travel benefits only apply where the Breakdown location is more than 50 miles from Your home address or original destination, within the Territorial Limits. Once Your Vehicle has been locally recovered to the nearest Suitable Garage, if the repair cannot be made the same day, instead of National Recovery We will pay for one of the following:

You must obtain Our approval before arranging any of the above. These benefits operate on a pay and reclaim basis. Please obtain all invoice(s)/receipt(s) and submit this as part of Your claim to theclaimsmanager.com.

Roadside assistance, local recovery and onward travel benefits in this section are extended to Europe up to 31 days per trip. Each trip must start and finish at Your home address. You must notify us of Your intention to travel prior to Europe prior to Your departure in order to be covered. Where the distance of recovery from Your location to a Suitable Garage, Your home address or Your original destination is greater than 50 miles, You may be required to pay the additional mileage charges to the operator prior to the recovery.

Cover under this section applies to all Short Term European policies. You must notify Us of Your intention to travel prior to Your departure in order to be gain assistance. We will arrange for either roadside assistance or local recovery.

Roadside Assistance: We will arrange to send roadside assistance to the scene of the of the Breakdown and assist for up to 60 minutes. We will pay call out fees and mileage charges needed to repair or assist with the Vehicle. Any repairs undertaken during roadside assistance are deemed temporary in nature only. Where the distance of recovery from Your location to a Suitable Garage or Your original destination is

greater than 20 miles you will be required to pay the additional mileage charges to the operator.

Local Recovery: You, Your Vehicle and up to 4 passengers to be recovered to the nearest Suitable Garage within 20 mile round trip radius.

On occasions were assistance cannot be arranged, such as lack of contractor availability or travel plans not being declared, We will authorise a pay and reclaim service. Prior approval from our Claims Handler is required. Upon approval You may arrange roadside assistance or local recovery. We will cover up to €75.00 per callout. In the event of local recovery We will also cover up to €2.00 per mile to a maximum of 20 miles or €40.00, whichever is lower in value. Please retain any receipt(s) or invoice(s) as these will be required to reclaim the costs. To arrange reimbursement visit theclaimsmanager.com.

Motorways in France are privately managed. If You Breakdown on a French motorway or motorway service area, We cannot arrange for assistance to be sent. In this event You must:

If You require assistance as the result of a flat, blown or punctured tyre, one of the following services will be offered:

The Policy benefits extend to Electric Vehicles. If your Electric Vehicle has runs out of charge, We will arrange local recovery to a charging point within a 10 mile radius. You are required to provide the charger location, including postcode, utilising a charging map such a Zap Map (zap-map.com). You will need to ensure You have the correct charging cable(s) and adaptor. You are responsible for any charging costs. Availability of chargers at the charge location We do not warrant for. Our service does not permit any waiting time.

If, in Our opinion, Your Vehicle is still mobile or in Limp Mode then We will offer assistance in Your arrangement of local recovery. Providing details of local contractors for You to arrange private recovery, although it is your responsibility to ensure the contractor or garage is suitable. We will pay up to a maximum of £50.00 per callout in the UK and €75.00 in Europe. This is offered on a pay and reclaim basis.

Please retain any receipt(s) or invoice(s) as these will be required to reclaim the costs. Please ensure the documentation includes your name, Vehicle registration, location(s) and date. Without this your reimbursement maybe denied. To arrange reimbursement visit theclaimsmanager.com.

The following apply to all sections of this Policy:

This Policy will not apply for any claim caused by, arising from, or relating to, the following:

Please note that Your Policy is an insurance Policy and not a service agreement or membership. This means that in order to obtain assistance an insurance claim must be made. This means that every Breakdown claim made requires the Claims Handler to complete, on Your behalf, a claims form which must be approved before authorisation can be given to arrange assistance. We will take Your first version of events as being the claimed version of events. Attempts to change Your claims

circumstances thereafter may be treated as misrepresenting Your claim in order to gain access to finance services through deceptive means.

If Your Vehicle breaks down, please call our Claim Handlers on 0330 828 6354. If you are outside the UK please call +44330 828 6354. Whilst we offer others forms of contact We can only accept a claim via telephone. We will take Your details and ask You to remain by the telephone You are calling from. Once We have raised Your claim, should it be met with a satisfactory outcome, We will make all the necessary arrangements for You. Please note that the Claims Handler will hold the sole dictation on the Claims Handling of Your Breakdown Claim and as this is an insurance Policy, You are under the general obligation to Mitigate Your losses wherever possible. Should Your Claim be accepted, We will contact You to advise who will be coming out to You and how long they are expected to take. If you have a policy that requires an Excess payment this will need to be paid prior to Us arranging and dispatching assistance. Your mobile phone must be switched on and available to take calls at all

times.

We will send You a copy of our Customer Service charter, which explains the Breakdown process, and will confirm by text which contractor We have instructed to assist You. Claims must be notified to Us within 6 hours of the Breakdown occurring or noticed, whichever is sooner. Please note that We cannot guarantee the contractors arrival time on scene. We use a wide panel of contractors and the time of arrival can vary depending on traffic and weather conditions. The average estimated time of arrive You can expect is between 60 and 90 minutes, but on occasion recoveries can take longer or shorter than this through no fault of Us. We do ask for Your patience whilst a contractor is being deployed. We will endeavour to keep You updated with the Contractors latest update.

Please remember to guard Your safety at all times but remain with or nearby Your Vehicle until Our Breakdown Contractor arrives. Once the breakdown contractor arrives at the scene please be guided by their safety advice.

If You are broken down on a motorway and have no means of contacting Us or are unaware of Your location, please use the nearest SOS box and advise the Police of our telephone number. The Police will then contact Us to arrange assistance. If the Police are present at the scene please advise them that You have contacted Us or give them our telephone number for them to call Us on Your behalf.

In the event that a recovery vehicle is dispatched by Us and You then cancel the request or are either not present at Your Vehicle when the recovery agent arrives at the scene, or the Vehicle is not accessible, or no fault can be identified upon inspection, You will be charged £100 if within the United Kingdom, or £150 if You are in Europe and You will lose a call out from Your Policy. In the event that a dispatch is made and the operator arrives to find the absence of Your locking wheel nut or serviceable spare wheel or space saving wheel, You will be charged £100 for the dispatch. If You do not wait for assistance to arrive because You are able to start Your Vehicle, if Your Vehicle breaks down again within a 30 day period, You will be charged for the second and subsequent call out unless you are able to provide documentary evidence proving that the original fault was repaired by an appropriate garage.

If We are able to repair Your Vehicle at the roadside, You must accept the assistance being provided and immediately pay for any parts supplied and fitted by debit or credit card.

We will only provide cover where You hold a current and valid UK driving licence, or full internationally recognised licence which is approved for use within the United Kingdom by an approved licencing authority.

If You were covered by any other insurance policy, known as dual insurance, for the same cover We may split and share the cost of Your claim with that Insurer. Where You are covered by another form of insurance You are obligated to inform Us.

The Consumer Insurance (Disclosure and Representations) Act 2012 requires You to take reasonable care and supply accurate and complete answers to all the questions when You apply for cover. You have an ongoing duty to make sure that all information supplied to us is true and accurate.

This obligation continues to apply during:

Should any of Your information change, or should You become aware that information previously provided is no longer accurate, You must tell Us as soon as reasonably practicable. If You do not answer questions truthfully and accurately this may affect Your policy cover. If You supply Us with incorrect or false information We reserve the right to declare Your Policy invalid and cancel Your cover, and provide no refund of premium. If You make a claim, and the information provided is proven to be incorrect or false, We may refuse to pay all or part of Your claim For full details of the remedies and actions that We can rely on in the event of a deliberate, reckless or careless non-disclosure and/ or misrepresentation, please refer to the provisions within the Consumer Insurance (Disclosure and Representations) Act 2012.

We can take proceedings in Your name, but at Our expense, to recover the amount of any payment made under this Policy.

This Policy only covers the Vehicle specified in the Policy or reported to and accepted by Us. You must tell us as soon as possible about any change of Vehicle, including details of the registration number, registration date, make and model.

The substitution of Vehicles may be permitted, subject to the payment of any additional premium, but an inspection of the replacement Vehicle may be required at the Company’s option. If the Company deems that an inspection is necessary, cover may not operate on the replacement Vehicle until it is inspected and cover is agreed in writing. If a substitution is not accepted by the Company, or if cover is cancelled after a policy has been issued, no refund of the premium paid may be allowed other than during the initial 14 days from the date of Policy purchase.

Our aim is to provide a first-class standard of service at all times. If You feel that You have been let down and You wish to raise a complaint please email [email protected].

If You wish to lodge a complaint in writing, You may do so at:

Policy Excess Insure Ltd (t/a Nova Direct)

3 Redwing Court, Romford, Essex, RM3 8QQ

[email protected]

Alternatively You are able to complain to the insurer directly by addressing Your complaint to:

Financial & Legal Insurance Company

5400 Lakeside, Cheadle Royal Business Park, Cheadle, Cheshire, SK8 3GQ

If Your complaint is still not capable of being resolved You have the right of appeal to the Financial Ombudsman Service. The Ombudsman can be contacted at:

Financial Ombudsman Service

Exchange Tower

Harbour Exchange Square

London

E14 9SR

Telephone: 0800 0234567 or 0300 1239123

Web: www.financial-ombudsman.org.uk

This complaints procedure is an addition to Your statutory rights as a consumer. Using this complaints procedure or referral to the Financial Ombudsman Service does not affect Your legal rights.

This Policy is covered by the Financial Services Compensation Scheme (FSCS). You may be entitled to compensation from the scheme if the insurer is unable to meet their liabilities. You can get more information about the scheme at www.fscs.org.uk.

This Policy is governed by English law. If there is a dispute it will only be dealt with in the courts of England. This Policy is written in English and all communication between the parties must be in English.

Please note that by registering for this Policy You have consented to Us using Your information for the purposes of administering this Policy and to Us being able to transfer Your data outside of the European Economic Area for the purposes

described within this Policy.

The information which You have supplied to Us maybe used by Us to supply You with services for which You have registered. We may use that information to contact You to obtain Your views on Our services, and We may contact You to inform You about important changes to the services We offer. We may contact You by post, mobile phone, text or e-mail. We will only contact You by the means You have requested to be contacted by. If You would prefer Us not to contact You to obtain Your views please contact us at [email protected].

To prevent fraud, We may exchange information with other insurers, and fraud prevention agencies. Your information will not be used or disclosed to any other party without Your permission unless required to by law.

We will only collect and use Your personal data in the following circumstances:

We may send Your information to companies located outside the European Economic Area. If We transfer Your information to parties outside of the European Economic Area We will ensure that they apply the same levels of protection as We are required to apply to information held in the UK and to use Your information only for the purposes that We are permitted.

You have the following rights:

If You have any questions about how We handle Your personal data please email [email protected]. Please note that We may record telephone calls for training and evidentiary purposes.