The Replacement Vehicle policy is available to policyholders living in England, Wales, Mainland Scotland, Northern Ireland, Jersey, Guernsey and the Isle of Man.

If the insured person cannot meet these requirements, a cash benefit may be payable as above, or we may consider paying alternative public transport costs. Alternatively, the insured person may be responsible for insuring the hire car themselves and any

alternative insurance provided must be agreed with the hire company.

You must take reasonable care to:

a) supply accurate and complete answers to all the questions your broker may ask as part of your application for cover

under the policy;

b) make sure that all information supplied as part of your application for cover is true and correct;

c) tell your broker of any changes to the answers you have given as soon as possible.

You must take reasonable care to provide information that is accurate and complete answers to the questions your broker asks when you take out, make changes to and renew your policy. If any information you provide is not accurate and complete, this may mean your policy is invalid and that it does not operate in the event of a claim or we may not pay any claim in full.

If you become aware that information you have given your broker is inaccurate or has changed, you must inform them as soon as possible.

This policy must be read together with your current schedule, Insurance Product Information Document and any endorsements or certificates. These items together form your contract of insurance.

In the event of a claim, please contact us as soon as reasonably possible after the insured event giving us as much information as you can about what has happened to bring about the claim. Please try to include the names and addresses of anyone else

involved and any information provided by the police.

Telephone: 0333 241 9556

Email: [email protected]

Or you can write to us at:

Coplus

Floor 2

Norfolk Tower

48-52 Surrey Street

Norwich

NR1 3PA

In order for us to help you more efficiently, please quote ‘Replacement Vehicle’ in all communications.

An insured event involving theft or attempted theft, or vandalism must be reported to the police and a valid crime reference obtained.

This insurance is arranged by Motorplus Limited t/a Coplus and underwritten by Astrenska Insurance Limited, whose registered office is at Cutlers Exchange, 123 Houndsditch, London, EC3A 7BU. This insurance is effected in England and is subject to the Laws of England and Wales.

Astrenska Insurance Limited is authorised by the Prudential Regulation Authority and regulated by the Financial Conduct Authority and the Prudential Regulation Authority. Financial services register number 202846. These details can be checked on the Financial Services Register by visiting: www.fca.org.uk or by contacting the Financial Conduct Authority on 0800 111 6768.

Motorplus Limited t/a Coplus are authorised and regulated by the Financial Conduct Authority.

For full details of how we protect your privacy and process your data please read the Privacy Statement that accompanies this policy. The Privacy Statement can also be viewed online by visiting https://www.coplus.co.uk/data-privacy-notice.

Why do we process your data?

The provision of your personal data is necessary for us to administer your insurance policy and meet our contractual requirements under the policy. You do not have to provide us with your personal data, but we may not be able to proceed appropriately or handle any claims if you decide not to do so.

What information do we collect about you?

Where you have purchased an insurance policy through one of our agents, you will be aware of the information that you gave to them when taking out the insurance. The agent will pass your information to us so that we can administer your insurance policy. For specific types of insurance policies, for example when offering you a travel insurance policy, we may process some special categories of your personal data, such as information about your health.

We have a legitimate interest to collect this data as we are required to use this information as part of your insurance quotation or insurance policy with us. We may also process the data where it is necessary for a legal obligation, or as part of the establishment or defence of a legal claim.

It is the intention to give you the best possible service but if you do have any questions or concerns about this insurance or the handling of a claim you should follow the Complaints Procedure below:

Sale of the policy:

Please contact your broker who arranged the Insurance on your behalf.

Claims:

If your complaint is about the handling of a claim, please contact:

The Quality Assurance Manager

Coplus

Floor 2

Norfolk Tower

48-52 Surrey Street

Norwich

NR1 3PA

Telephone: 0333 043 1326

Email: [email protected]

If it is not possible to reach an agreement, you have the right to make an appeal to the Financial Ombudsman Service. This also applies if you are insured in a business capacity and have an annual turnover of less than €2million and fewer than ten employees.

You may contact the Financial Ombudsman Service at:

The Financial Ombudsman Service,

Exchange Tower,

London,

E14 9SR

Tel: 0300 123 9123

Email: [email protected]

The above complaints procedure is in addition to your statutory rights as a consumer. For further information about your statutory rights contact your local Citizens Advice Bureau.

If you have purchased the insurance policy online, you may also raise your complaint via the EU Online Dispute Resolution Portal at http://ec.europa.eu/consumers/odr/. This will forward your complaint to the correct Alternative Dispute Resolution scheme. For insurance complaints in the UK this is the Financial Ombudsman Service. However, this may be a slower route for handling your complaint than if you contact the Financial Ombudsman Service directly.

Astrenska Insurance Limited is covered by the Financial Services Compensation Scheme (FSCS). You may be entitled to compensation from the scheme, if Astrenska Insurance Limited cannot meet their obligations. This depends on the type of business and the circumstances of the claim. Most insurance contracts are covered for 90% of the claim with no upper limit. You can get more information about compensation scheme arrangements from the FSCS or visit www.fscs.org.uk.

You may also contact the FSCS on their Freephone number: 0800 678 1100 or 020 7741 4100 or you can write to: Financial Services Compensation Scheme, P O Box 300, Mitcheldean, GL17 1DY.

We shall not provide cover or be liable to pay any claim or other sums, including return premiums, where this would expose us to any sanction, prohibition or restriction under United Nations resolutions, asset freezing or trade or economic sanctions, laws or regulations of the European Union, United Kingdom, and/or all other jurisdictions where we transact business.

The words and phrases listed below will have the same meanings wherever they appear in this policy. These words and phrases can be identified in bold throughout the policy.

The following conditions apply to all sections of this policy. You must comply with them where applicable for your insurance to remain in full force and effect.

1. Claims

a) You must keep us fully informed at all times of all matters relating to the insured event and in particular must notify us as soon as practicable if an insured vehicle that has been stolen is recovered, or if an insured vehicle is rendered driveable;

b) You must report all claims to us within 14 working days of the insured event. All claims must be reported to your motor insurer to claim under this policy;

c) You must report any insured event involving theft or attempted theft or malicious damage to the police and obtain a valid crime reference;

d) You must respond to us promptly in all matters relating to a claim;

e) We reserve the right to:

2. Conditions of Hire

You must abide by the hire firm’s terms and conditions of hire at all times during the hire period. These terms and conditions will be made available to you before you opt to accept a replacement vehicle.

If you do not meet these terms and conditions, a cash benefit of up to £150 per insured event may be payable as noted in the Cover Section, part 2 (above). This benefit will be paid at the insurers discretion and only when they are satisfied that a

replacement vehicle cannot be provided to you by the hire firm. Alternatively the insurer may consider the cost of alternative public transport up to £300 per insured event as noted in the Cover Section, part 2 (above).

You will generally be required to return the replacement vehicle at the end of the hire period to an agreed location and with a full tank of fuel, unless the hire firm agree otherwise.

You will be required to present the following documents to the hire company:

a) Valid motor insurance policy documents including a current certificate of motor insurance if you are arranging your own insurance;

b) Driving licence photo cards and licence summaries/unique codes (obtainable from the DVLA for yourself and any other insured drivers you wish to drive the replacement vehicle);

c) Proof of address/residency, such as a recent utility bill.

If you do not provide these documents and, if applicable, a crime reference number you will not be provided with a replacement vehicle and your claim will not be covered under this policy.

You must pay the insurance excess arising on any claim relating to the replacement vehicle which arises within the hire period or pay a collision damage waiver. Full details of this will be made available before hire commences.

3. Cancellation

If you decide that for any reason this policy does not meet your insurance needs then please return it to your insurance broker within 14 days from the day of purchase or the day on which you receive your policy documentation, whichever is later, this is called the ‘cooling off period’. On the condition that no claims have been made or are pending, we will refund your premium in full.

You may cancel this insurance policy at any time after this 14 day period, however no return of premium will be available.

The insurer will not be bound to accept renewal of any insurance and may at any time cancel any insurance document by giving 30 days’ notice in writing where there is a valid reason for doing so. A cancellation letter will be sent to you at your last known address. Valid reasons for the insurer to cancel this insurance policy include but are not limited to:

a) Where the insurer reasonably suspects fraud;

b) Non-payment of the premium;

c) Threatening or abusive behaviour;

d) Non-compliance with policy terms and conditions;

e) You have not taken reasonable care to provide complete and accurate answers to the questions we or your insurance broker ask.

If the insurer cancels the policy and/or any additional covers you will receive a refund of any premiums you have paid for the cancelled cover, less a proportionate deduction for the time the insurer has provided cover.

Where the insurer’s investigations provide evidence of fraud or misrepresentation, the insurer may cancel the policy immediately and backdate the cancellation to the date of the fraud or the date when you provided us with incomplete or inaccurate information. This may result in your policy being cancelled from the date you originally took it out and the insurer will be entitled to keep the premium.

If your policy is cancelled because of fraud or misrepresentation, this may affect your eligibility for insurance with the insurer, as well as other insurers, in the future.

4. Arbitration Clause

A dispute between you and us may arise, which may be referred to an arbitrator, who shall be either a solicitor or a barrister who you and we agree on in writing. If an arbitrator cannot be agreed then an arbitrator will be appointed by the authorised

body identified in the current arbitration legislation. The decision of the arbitration shall be final and binding on both parties and he or she will decide who should pay the costs of the arbitration. If costs are awarded against you, they are not covered under this policy. This arbitration condition does not affect your rights to take separate legal action.

If a disputed claim is not referred to arbitration within 12 months of your claim being turned down, we will treat the claim as abandoned.

5. Fraudulent Claims

You must not act in a fraudulent way. If you or anyone acting for you:

then we will not pay any benefit under this policy or return any premium to you and we may cancel your policy immediately and backdate the cancellation to the date of the fraudulent claim. We may also take legal action against you and inform the

appropriate authorities.

6. Statutory Regulations

In all matters relating to the performance of this insurance contract, it is the responsibility of both you and us that we both respectively comply with all Acts of Parliament and with all orders, regulations and bylaws made with statutory authority by Government Departments or by local or other authorities. The cost of meeting the requirements of this clause will be payable by you and us in our own rights respectively.

7. Severability Clause

If any term of this contract of insurance is to any extent invalid, illegal or incapable of being enforced, such term will be excluded to the extent of such invalidity, illegality or unenforceability; all other terms will remain in full force and effect.

8. Acts of Parliament

All references to Acts of Parliament in this policy shall include the equivalent laws in Scotland, Northern Ireland, the Isle of Man and the Channel Islands and shall include any subsequent amendments, re-enactments or regulations.

The following exclusions apply to all sections of this insurance contract:

1. Any claim that arises as a result of a deliberate action by you or anybody associated with you;

2. The insured will not pay vehicle hire costs or any other costs for more than one insured event per any one claim under your motor insurance:

3. The insurer will not supply a replacement vehicle if your vehicle is a taxi or private hire vehicle, or if you are a self-drive hire operator;

4. If you are a motor trader, the insurer will only provide a replacement vehicle if it is to be used solely for your own personal use;

5. The insurer will not supply a replacement vehicle where it is to be used for racing, rallies or competitions;

6. The insurer will not supply a replacement vehicle where there is any allegation that the insured event had occurred after you had consumed alcohol or illegal drugs;

7. The insurer will not supply a replacement vehicle where at the time of the insured event, the vehicle was:

a. not roadworthy;

b. not covered by a valid, current MOT certificate (where this was required at the time);

c. not covered by a valid, current operator’s licence (where this was required at the time);

d. being used without compulsory insurance being in place in accordance with the Road Traffic Act 1988;

e. being driven by somebody that did not possess a valid, current, full driving licence (or where appropriate, a provisional

licence);

8. Any claim for a replacement vehicle which is covered under any other policy, or any claim that would have been covered by another policy, if this replacement vehicle policy did not exist;

9. Any claims made in respect of alternative public transport costs without valid receipts or tickets and prior authorisation by the insurer;

10. Loss or damage caused by war, invasion, foreign enemy hostilities (whether war is declared or not), civil war, terrorism, rebellion, revolution, military force or coup, or confiscation, nationalisation, requisition, destruction of or damage to property by

or under the order of any government, local or public authority;

11. Any direct or indirect consequence of terrorism as defined by the Terrorism Act 2000 and any amending or substituting legislation;

12. Any consequence, howsoever caused, including but not limited to Computer Virus in Electronic Data being lost, destroyed, distorted, altered or otherwise corrupted;

For the purposes of this policy, Electronic Data shall mean facts, concepts and information stored to form useable communications, interpretations, or processing by electronic or electromechanical data processing or other electronically controlled hardware, software and other coded instructions for the processing and manipulation of data, or the direction and manipulation of such hardware.

For the purposes of this policy, Computer Virus shall mean a set of corrupting, harmful, or otherwise unauthorised instructions or code, whether these have been introduced maliciously or otherwise, and multiply themselves through a computer system or network of whatsoever nature.

If you require this document in any other format please do not hesitate to contact us.

Please note that for our mutual protection telephone calls may be monitored or recorded.

In order to prevent and detect fraud we may at any time:

We and other organisations may also search these agencies and databases to:

The term of your policy is 12 months. The period of insurance will end exactly one year after inception unless you renew your policy. If you wish to renew this insurance policy please contact your broker who will be able to discuss your requirements.

The terms of this policy are only enforceable by the named insured. A person who is not a named insured has no rights under the Contracts (Rights of Third Parties) Act 1999 to enforce any term of this policy but this does not affect any right or remedy of a third party, which exists or is available apart from that Act.

This contract of insurance is personal to you the policyholder, and the insurer.

We will not be bound by any agreement between you and your appointed representative, or you and any other person or organisation.

You may not assign any of the rights under this policy without the insurer’s express prior written consent.

Unless some other law is agreed in writing, this policy is governed by English law. If there is a dispute, it will only be dealt with in the courts of England or of the country within the United Kingdom in which your main residence is situated.

How we use the information about you

As your insurer and a data controller, we collect and process information about you so that we can provide you with the products and services you have requested. We also receive personal information from your agent on a regular basis while your policy is still live. This will include your name, address, risk details and other information which is necessary for us to:

• Meet our contractual obligations to you;

• issue you this insurance policy;

• deal with any claims or requests for assistance that you may have

• service your policy (including claims and policy administration, payments and other transactions); and, detect, investigate and prevent activities which may be illegal or could result in your policy being cancelled or treated as if it never

existed;

• protect our legitimate interests

In order to administer your policy and deal with any claims, your information may be shared with trusted third parties. This will include members of The Collinson Group, contractors, investigators, crime prevention organisations and claims management

organisations where they provide administration and management support on our behalf. Some of these companies are based outside of the European Union where different data privacy laws apply. Wherever possible, we will have strict contractual terms in place to make sure that your information remains safe and secure.

We will not share your information with anyone else unless you agree to this, or we are required to do this by our regulators (e.g. the Financial Conduct Authority) or other authorities.

The personal information we have collected from you will be shared with fraud prevention agencies and databases who will use it to prevent fraud and money-laundering and to verify your identity. If fraud is detected, you could be refused certain services, finance, or employment. Further details of how your information will be used by us and these fraud prevention agencies and databases, and

your data protection rights, can be found by visiting www.cifas.org.uk/fpn and www.insurancefraudbureau.org/privacy-policy.

Processing your data

Your data will generally be processed on the basis that it is:

• necessary for the performance of the contract that you have with us;

• is in the public or your vital interest: or

• for our legitimate business interests.

If we are not able to rely on the above, we will ask for your consent to process your data.

How we store and protect your information

All personal information collected by us is stored on secure servers which are either in the United Kingdom or European Union.

We will need to keep and process your personal information during the period of insurance and after this time so that we can meet our regulatory obligations or to deal with any reasonable requests from our regulators and other authorities.

We also have security measures in place in our offices to protect the information that you have given us.

How you can access your information and correct anything which is wrong

You have the right to request a copy of the information that we hold about you. If you would like a copy of some or all of your personal information please contact us by email or letter as shown below:

Email address: [email protected]

Postal Address: Cutlers Exchange, 123 Houndsditch, London EC3A 7BU

This will normally be provided free of charge, but in some circumstances, we may either make a reasonable charge for this service, or refuse to give you this information if your request is clearly unjustified or excessive.

We want to make sure that your personal information is accurate and up to date. You may ask us to correct or remove information you think is inaccurate.

If you wish to make a complaint about the use of your personal information, please contact our Complaints manager using the details above. You can also complain directly to the Information Commissioner’s Office (ICO). Further information can be found at https://ico.org.uk/.

Coplus is a trading name of Motorplus Limited. Registered in England and Wales with Company No. 03092837.

Head Office: Floor 2, Norfolk Tower, 48-52 Surrey Street, Norwich NR1 3PA.

Registered Office: Speed Medical House, Eaton Avenue, Buckshaw Village, Chorley, Lancashire PR7 7NA.

Motorplus Limited is authorised and regulated by the Financial Conduct Authority (309657).