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This section sets out the terms and conditions of Your insurance so it is important You keep it in a safe place together with the Network Services Agreement provided to You by the Vodafone Store and evidence as to the purchase of Your Equipment.
Effective Date and Renewal
This insurance is effective from the time of purchase of this policy, and continues until midnight on the last day of that calendar month. We may vary the premium at any time by giving You fourteen (14) days written notice.
This insurance may be renewed for further consecutive monthly periods upon payment of the premium, unless We notify You otherwise. Each Vodafone Cover me Mobile Insurance account, which includes a monthly insurance charge, is deemed to be an offer of renewal for a further monthly period and Your payment of each such account accordingly confirms Your acceptance of the renewal offer.
Insuring Clauses
We agree to provide handset insurance protection under this policy subject to the Terms, Conditions and Exclusions set out below and subject to payment of the required premium.
Clause 1: Loss, Theft or Damage
We will indemnify You against the cost of repairing or replacing the Equipment which has sustained loss, theft or Damage not otherwise excluded under this policy, and which occurred during the period of insurance where the premium has been paid.
Clause 2: Unauthorised Calls
We will indemnify You against the cost of unauthorised calls incurred as a result of loss or theft covered under Insuring Clause 1 of this policy, but only up to the limit specified in General Conditions 1(b) and provided that the loss has been reported by You to Vodafone within twenty four (24) hours of You becoming aware of such loss or theft.
Clause 3: Overseas Temporary Rental
We will indemnify You against the cost of temporary rental charges of equipment in Europe only, incurred as a result of loss, theft or Damage covered under Insuring Clause 1 of this policy, provided that You have notified Vodafone prior to each European trip and obtained the necessary password.
Exclusions
We will not be liable under this policy for any of the following in respect of Your Equipment:
General Conditions
Your Privacy and the Privacy Promise
Vodafone, ACE and Marsh collect, handle, store and disclose Your information in accordance with the provisions of the Privacy Act 1988 (Cth). We are committed to promoting a privacy policy which ensures the privacy and security of Your personal information.
A copy of our privacy policies are available upon request.
You have the right to seek access to Your personal information held by any of us and to correct it at any time. We aim to ensure that Your personal information is accurate, up-to-date and complete.
Please call Vodafone Customer Care on 1300 650 410, ACE Customer Service on 1800 815 675 or the Vodafone Cover me Mobile Insurance Service Team at Marsh on 1800 808 743 if You would like to seek access to, or revise Your personal information, feel that the information we currently have on record is incorrect or incomplete or believe that the privacy of Your personal information has been interfered with.
Your personal information will be dealt with as follows:
Your personal information may also be provided to third parties engaged by Vodafone, Marsh or ACE to deliver services or carry out certain business activities on their behalf, including insurance reference bureaus (for the purpose of recording any claims You make upon Us), reinsurers and related entities. These third parties may be located outside Australia.
In addition, we will:
Further information in relation to privacy issues can be obtained by contacting the Privacy Officer on the above contact numbers or at the addresses located in the “Information about ACE, Marsh, Vodafone and VHA” section of the FSG.
Complaints & resolving Your dispute
Where You have a complaint or dispute in relation to Vodafone Cover me Mobile Insurance, contact the Vodafone Cover me Mobile Insurance Service Team at Marsh on 1800 808 743 and provide them with the details of the issue concerning You. They will attempt to resolve the complaint or dispute. If they are unable to do so, they will record details of the complaint or dispute and, depending on the nature of the complaint or dispute, will refer it to ACE or will escalate the matter within Marsh for resolution.
ACE and Marsh each have an established complaints and disputes resolution process. These are free services and include systems designed to log, track, escalate and monitor complaints received from customers about their services and products.
Where the complaint or dispute is referred or escalated as above, an ACE or Marsh staff member (as appropriate) involved in the complaints and disputes resolution process will respond to Your complaint or dispute within fifteen (15) working days advising the outcome of the review and reasons for their decision. Where we are not able to resolve Your complaint or dispute in that timeframe, for example if further information is required, we will work with You to agree reasonable ongoing timeframes. We do not consider a complaint or dispute to be resolved until a proposed resolution or solution has been communicated to You and You have accepted the resolution or solution. If we are unable to resolve the dispute, You have the option of referring the matter to the Financial Ombudsman Service (“FOS”), an independent body. The FOS will only review disputes if they have gone through the ACE or Marsh internal complaints and disputes resolution process. FOS can be contacted on 1300 78 08 08.
ACE’s commitment to You is described in ACE’s Retail Customer Assurance Charter which outlines how ACE and its representatives will conduct business, settle Your claims and handle complaints.
How to contact us
If You would like to obtain further information, provide us with instructions, or if You have any queries about Vodafone Cover me Mobile Insurance, please contact the Vodafone Cover me Mobile Insurance Service Team at Marsh on 1800 808 743.
Please retain this document and the proof of purchase of Your insured Equipment in a safe place for Your future reference.
Financial Services Guide (FSG)
The purpose of this FSG is to help You make an informed decision about whether to use the financial services we can provide You as a retail customer. It contains information on:
Other Disclosure Information
A Product Disclosure Statement (PDS) is included in this document which contains information on the relevant risks, benefits and significant characteristics of Vodafone Cover me Mobile Insurance. The PDS has been prepared to assist You in making an informed decision about whether to buy the product or not.
Any information provided in relation to this product is of a general nature only and is not based on a consideration of Your personal needs, objectives or financial situation so before deciding, please read the PDS and the other important information in this document.
ACE Insurance Limited (“ACE”) (ABN 23 001 642 020, AFS Licence No. 239687) of 28-34 O’Connell Street, SYDNEY NSW 2000 is an Australian Financial Services Licensee (“Licensee”) and is authorised to provide advice and deal in relation to all general insurance products. ACE is the insurer of Vodafone Cover me Mobile Insurance.
Marsh Pty Limited (“Marsh”) (ABN 86 004 651 512 AFS Licence No. 238983) of 201 Sussex Street, SYDNEY NSW 2000 is a Licensee and is authorised to provide advice and deal in relation to all general insurance products. Marsh acts under a binding authority from ACE, which permits Marsh to issue Vodafone Cover me Mobile Insurance on ACE’s behalf. This means that in issuing the insurance, Marsh acts on ACE’s behalf, not Yours.
Marsh has also been appointed by ACE as its agent to manage, administer and settle claims made under Vodafone Cover me Mobile Insurance on ACE’s behalf. This means Marsh makes decisions about claims on behalf of ACE.
Vodafone Pty Limited (“Vodafone”) (ABN 76 062 954 554 Authorised Representative No. 266992) of 799 Pacific Highway Chatswood NSW 2067 and Vodafone Hutchison Australia Pty Ltd (“VHA”) (ABN 76 096 304 620 Authorised Representative No. 344422) of 207 Pacific Hwy, St Leonards NSW 2065 are corporate authorised representatives of Marsh. Vodafone and VHA are authorised by Marsh to arrange for its customers to apply for, acquire, vary or dispose of the Vodafone Cover me Mobile Insurance on Marsh’s behalf. The effect of this arrangement is that in issuing the insurance Vodafone and VHA act as agent of Marsh and as sub-agents of ACE and not on Your behalf.
Stores selling Vodafone Cover me Mobile Insurance (“Vodafone stores”) are appointed as authorised representatives of Marsh to deal and provide general advice in relation to the product. Further details about these authorised representatives are available from the Vodafone store or by contacting Marsh on 1800 808 743.
Vodafone, VHA and Marsh are not the insurer and do not guarantee indemnity under the contract of insurance. They do not guarantee the insurance and are not responsible or liable for the contents of the PDS. This is the responsibility of ACE. ACE and Marsh are not related entities of Vodafone and VHA. The Vodafone brand is used by ACE, Marsh and the Vodafone stores under licence.
Marsh and the Vodafone Cover me Mobile Insurance Service Team can be contacted on 1800 808 743.
Vodafone, VHA and Vodafone Customer Care can be contacted on 1300 650 410.
ACE and ACE Customer Service can be contacted on 1800 815 675.
How services are provided to You
Marsh has authorised Vodafone and VHA to distribute this combined FSG and PDS and provide general advice on, and arrange and enter into Vodafone Cover me Mobile Insurance on its behalf. Vodafone and VHA do not act for any other Licensees. In providing the services set out in this FSG, Vodafone, VHA, Marsh and ACE do not act on Your behalf. ACE is acting on its own behalf when providing financial services to You. Before You apply for the insurance, Vodafone, VHA or a Vodafone store will provide You with this document and the Network Services Agreement.
By agreeing to or signing a Network Services Agreement (“NSA”) with Vodafone and/or opting to take out the insurance cover in the NSA, You agree to enter into an insurance contract with ACE for Your mobile phone on the terms set out in the PDS and the Policy Wording.
Vodafone stores have no authority to provide You with personal advice on whether You should buy Vodafone Cover me Mobile Insurance or not. If they do, please call Marsh on 1800 808 743 and ask to speak to the Compliance Manager, as this is not permitted.
If You have a claim under a Vodafone Cover me Mobile Insurance Policy, You should refer to the “How to make a Claim” section of this PDS. Marsh manages the claims process on ACE’s behalf.
How each party is paid for its services
You will be charged a monthly premium of $9.99 (inclusive of relevant taxes and charges) for Vodafone Cover me Mobile Insurance. This will be billed monthly to Your Vodafone account.
ACE's remuneration
ACE receives 5.15% of the net premium as the issuer (insurer) of Vodafone Cover me Mobile Insurance. ACE receives this when Marsh accounts to ACE for the premium paid at the end of the month that premium is paid.
Marsh's remuneration
Marsh receives A$0.61 per insurance subscriber per month in arrears from ACE for its role.
Vodafone's remuneration
Vodafone receives up to 10% of the net premium (this is the premium less stamp duty, GST and any other government charges, taxes, fees or levies) as commission for its services in acting on behalf of Marsh and ACE. Vodafone may also receive an annual payment of 60% of the profit that is earned for Vodafone Cover me Mobile Insurance from its related body corporate Multi Risk Indemnity Company Limited.
Multi Risk Indemnity Company Limited
Vodafone’s related body corporate, Multi Risk Indemnity Company Limited, provides insurance services to Vodafone and its related entities and receives a profit share commission in connection with Vodafone Cover me Mobile Insurance. This is based on the profit that is earned for Vodafone Cover me Mobile Insurance.
This payment is the remainder of any profit from the total amount of premiums received less the commissions and fees paid to ACE, Marsh, Vodafone and the Vodafone stores, any government taxes, charges, fees or levies, administration and all claims costs.
This profit share is paid at the end of each year, and split on the basis that Multi Risk Indemnity Company Limited retains 40% and, as referred to above, Vodafone receives 60%.
Remuneration for Vodafone stores
Vodafone stores may receive a payment of $10 if You buy Vodafone Cover me Mobile Insurance through them. This payment is for the administrative service of providing You with the documentation for this insurance product. It is not an additional charge to You. Vodafone stores may also receive a $15 service fee for assisting customers in processing an insurance claim and the return of their handset for assessment.
Vodafone representatives
Vodafone and VHA representatives receive an annual salary which may include a bonus based on performance. They may also from time to time be eligible to receive incentives or bonuses based on service, retention and increasing new business. They may also receive non-monetary benefits from Vodafone, VHA, ACE or Marsh. This may include entertainment at sporting events, hospitality including lunches and attendance at ACE or Marsh sponsored functions. It is not possible to determine in advance what, if any, non-monetary benefit a representative may receive.
These are not additional charges to You and we will answer any questions You may have about our remuneration to ensure You are clearly informed.
What to do if You have a complaint
Refer to the “Complaints & resolving Your dispute” section for further information on what to do if You have a complaint.
This FSG was prepared and distribution was authorised by Marsh on 8 February 2010.