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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.
Definitions
Effective Date and Renewal
The insurance is effective from the first time an outbound call is made using Your Vodafone SIM card/mobile number on Your Equipment after the purchase of Your Equipment, 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 sudden and unforeseen malicious or accidental physical 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, theft or damage 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, theft or damage.
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:
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 refer it to ACE for resolution.
ACE has established a complaints and disputes resolution process. This is a free service. It is a system designed to log, track, escalate and monitor complaints received from customers about their services and products. An ACE staff member involved in the complaints and disputes resolution process will write to You within fifteen (15) working days advising the outcome of the review and reasons for their decision. 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 ACE is unable to resolve the complaint or dispute, You have the option of referring the matter to the Insurance Ombudsman Service (“IOS”), an independent body. The IOS will only review complaints or disputes if they have gone through ACE’s internal complaints and disputes resolution process. IOS can be contacted on 1300 78 08 08.
ACE's commitment to You is described in the ACE Customer Charter. This Charter 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 or Vodafone Customer Care on 1300 650 410.
Please retain this document and the proof of purchase of Your insured handset 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.
Information about ACE, Marsh and Vodafone
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 and dispose of Vodafone Cover me Mobile Insurance on ACE’s behalf. This means that in issuing and disposing 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 for ACE as if they were them.
Vodafone Pty Limited ("Vodafone") ABN 76 062 954 554 of 799 Pacific Highway CHATSWOOD NSW 2067 is a corporate authorised representative (Authorised Representative No 266992) of Marsh. Vodafone is 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.
Stores selling Vodafone products ("Vodafone stores") are independently owned and operated. Vodafone stores can only provide You with administrative assistance and advice that does not take into account Your individual objectives, needs or financial situation in relation to Vodafone Cover me Mobile Insurance on behalf of Marsh. Vodafone stores are not authorised to provide You with Personal Advice, that is advice that takes into account Your individual objectives, needs or financial situation.
Marsh, Vodafone and its related entities and the Vodafone Stores 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, Marsh and Vodafone are not related entities. 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 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 to distribute this combined FSG and PDS and to provide general advice on, arrange and enter into Vodafone Cover me Mobile Insurance on its behalf. Vodafone does not act for any other Licensees. In providing the services set out in this FSG, Vodafone, 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 or a Vodafone store will provide You with this document and the Network Services Agreement . By signing a Network Services Agreement ("NSA") with Vodafone and 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 advice on whether You should buy Vodafone Handset 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 4.4% 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. Vodafone deducts the commission before accounting to Marsh for the premium paid at the end of the month that premium is paid.
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 a payment from ACE 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 monthly, in arrears.
Remuneration for Vodafone stores
Vodafone stores 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. Effective 3 February 2008 Vodafone stores will 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 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, 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 22 January 2008.