Fortis Insurance is part of the international Fortis group, which operates in the field of insurance, banking and investments.
Over 59,000 employees in more than 200 Fortis companies provide solid partners with flexible solutions for individuals and businesses, large and small.
Motor guard
Important customer information
Please read carefully.
Please tell us straight away if any of the following happens.
• You change the car, or get another one.
• There is any change of drivers (especially if any of the drivers are 35 or under).
• Anyone who drives the car gets a driving conviction, or suffers from a medical condition.
• You change the purpose the car is used for.
• You change your job.
• The car is changed from the manufacturer’s specification.
• You take the car abroad, for more than 90 days or outside the E.U.
• You change your address.
• The details in the Schedule change.
• The car is involved in an accident or fire, or someone steals, damages or tries to break into it.
Please ask your insurance adviser or us for help if you are not sure.
Our commitment to high standards of customer service
We do everything we can to make sure that our customers get the high standard of service they expect. If we fall below these standards, or you are not happy with the service we give you, please write to our Customer Service Adviser who will make sure that your problem is dealt with quickly.
The address is:
The Customer Service Adviser
Fortis Insurance Limited
Fortis House
Tollgate
Eastleigh
Hampshire, SO53 3YA
If you are still not happy you can write to our Chief Executive at the same address. If the problem has still not been solved you can ask the Insurance Ombudsman to review your case. If you ask us we can send you a leaflet explaining the procedure. These procedures do not affect your right to take legal action.
What to do in the event of an accident
The law:
• If you are involved in any incident involving an injury to any person or certain animals, or other vehicles or roadside property is damaged you must stop. If you own the vehicle you must give your name, address and insurance details to anyone who has a good reason for asking. If you do not own the vehicle, you must give the owner’s name and address.
• If there is an injury or you do not give your details to anyone at the scene, you must report the incident to the police within 24 hours and present your certificate of insurance within five days.
To help with the claims process:
• If you can give us the following details when you first contact Onecall, it will help us to speed up your claim.
- Full details of other drivers and vehicles involved, including their phone numbers. This will allow us to contact anybody else involved straight away and, if you are not at fault and we manage to recover any money we pay, your no-claims discount will not be affected.
- Injuries caused.
- Property damaged.
- Witnesses.
- Police officers.
- What happened.
• Do not apologise or admit any fault
Call the Onecall 24-hour claims helpline on
023 8031 2222
ONECALL
If your car is involved in an accident or you need to make a claim, please phone us as
soon as possible on:
023 8031 2222
We can immediately confirm your claim and send you a claim form to fill in and send to your insurance adviser. We will send claim forms within one working day of receiving your call.
We may record or monitor calls for training purposes or to improve the quality of our service.
Onecall accident repair service
For comprehensive policyholders and accidents in the UK:
• If the car cannot be driven following an accident, we can arrange to get you and your passengers home or to your planned destination. If you are unable to complete your journey, we will pay for overnight accommodation up to £50 per person (maximum £250).
• We can pass on messages to friends, family or colleagues.
• If the car can be repaired, we will arrange for one of our approved repairers to contact you to arrange to collect the car.
• You do not need to get any estimates, and repairs can begin immediately.
• To keep you mobile, we will provide a small car with a manual gear box (for example, a Citroen AX or similar), free of charge, for the time your car is being repaired.
• When the work is done, our repairer will clean your car and contact you to arrange a convenient time to deliver the car back to you.
• We will settle the bill for the repairs.
All you need to do is pay any policy excess directly to our repairer.
Service Standards
To make sure we consistently maintain our high level of customer service we have created standards for our accidental damage claims. If we do not meet any of these then please let us know by writing to our Customer
Service Adviser at the address opposite.
• If your car cannot be driven, we will provide a courtesy car on the next working day, as long as your car can be economically repaired by one of our approved repairers, in the UK.
• If you car is still mobile, we will deliver the courtesy car when your car is collected for repairs.
• After the repairs are carried out, your car will be cleaned, inside and out, and delivered back to you.
• Repairs are guaranteed for three years.
If your car cannot be repaired, we will offer you a settlement amount within two weeks or within one week of the engineer’s report, whichever is the earliest. Once agreed, we will send the cheque on the following working day. All correspondence will be answered within five working days of receiving it.
Broken windscreens and windows
0800 174764
Repairing a windscreen or window instead of replacing it can save you paying the £50 excess. Call the Fortis glassline on the number above to find out if you can make this saving.
The drawings below may help you recognise whether or not the break can be repaired.
Introduction
In return for you paying or agreeing to pay the premium, we will provide cover, under the terms of this contract of insurance, against accidental injury, loss or damage that occurs during the period of insurance and within the geographical limits,
This contract of insurance is based on the proposal and any other information you gave us. You must read this Policy and the Schedule together. The Schedule tells you which sections of the Policy apply. Please check both documents carefully to make sure that they give you the cover you want.
English law will apply to this contract of insurance unless you and we agree otherwise.
Signed for and on behalf of
Fortis Insurance Limited
P.N.O. Robinson
Chairman
Definitions
Throughout this Policy certain words and phrases are printed in bold type.
These have the meanings set out below.
Certificate of motor insurance
The proof of the motor insurance you need by law. The certificate specifies:
• who is allowed to drive the car, and
• what the car can be used for.
Endorsement
A clause which alters the cover provided by the Policy.
Excess
The part of a claim you must pay.
Geographical limits
Great Britain, Northern Ireland, the Isle of Man, the Channel Islands and while the car is being transported between any of these countries.
We will also provide Third Party Liability cover in the European Community and any other country which has agreed to follow Article 7(2) of the EC Directive 72/166 EEC.
Market value
The cost of replacing the car with one of a similar age, type and condition.
Period of insurance
The length of time that the contract of insurance applies for. This is shown in the Schedule.
Proposal
The application form (proposal) and the information that you gave us, including
information given on your behalf and verbal information you give.
Schedule
The latest Schedule issued to you. This forms part of the contract of insurance. It gives details of the period of insurance, the sections of the Policy which apply, the premium you have to pay, the car which is insured and details of any excesses
or endorsements.
The car
Any motor vehicle for which we have issued a certificate of motor insurance. Accessories and spare parts are included when with the car or locked in your own garage.
We, our, us
Fortis Insurance Limited.
You, your
The person or company shown under ‘Insured’s details’ on the Schedule.
Section A – Damage to the car
What is covered
We will cover you if the car is damaged.
Page 6 explains how we settle claims.
You must pay the first £250 of any claim if the person driving or in charge of the car at the time of an accident is under 21.
You must pay the first £200 of any claim if the person driving or in charge of the car at the time of an accident is:
• aged 21 or over but under 25; or
• aged 25 or over but has not held a full UK
driving licence for a least a year.
As well as the amounts shown above you must also pay the amount shown under ‘Excess applicable to Section A’ in the Schedule.
You must pay these amounts for every incident that you claim for under this section.
What is not covered
• Loss or damage caused by fire, or by theft, or damage to windscreens or windows.
• Loss of use of the car.
• Wear and tear, mechanical, electrical, electronic, computer, failures or breakdowns or breakages.
• Damage to your tyres caused by braking, punctures, cuts or bursts.
• Extra costs due to parts or replacements not being available in the United Kingdom.
• More than £300 towards the cost of replacing or repairing car audio equipment.
• Loss of or damage to telephone equipment.
• The car losing value after, or because of, repairs.
• Loss of or damage to the car resulting from deception.
• Loss of or damage to the car when no one is in it unless all its windows and doors are closed and locked and all keys or devices needed to lock the car are with the person authorised to use the car.
Section B – Broken windscreen and windows
What is covered
If the windscreen or any window in the car is broken during the period of insurance we will pay the cost of repairing or replacing it. We will also pay for any repair to the bodywork, which has been damaged by broken glass from the windscreen or windows.
These claims will not affect your no claim discount.
See page 3 for details of the Fortis Insurance glassline.
What is not covered
• The first £50 of any claim if the glass is replaced rather than repaired.
• Loss of use of the car.
• Extra costs due to parts or replacements not being available in the United Kingdom.
Section C – Fire and theft
What is covered
We will cover the car for loss or damage caused by fire or theft.
Page 6 explains how we settle claims.
What is not covered
• The first £100 of any claim.
• Loss of use of the car.
• Wear and tear, mechanical, electrical, electronic, computer, failures or breakdowns or breakages.
• Extra costs due to parts or replacements not being available in the United Kingdom.
• More than £300 towards the cost or replacing or repairing car audio equipment.
• Loss of damage to telephone equipment.
• The car losing value because of repairs.
• Loss of or damage to the car resulting from deception.
• Damage caused by a member of your immediate family, or a person living in your house, taking your car without your permission.
• Loss of or damage to the car when no one is in it unless all its windows and doors are closed and locked and all keys or devices needed to lock the car are with the person authorised to use the car.
How we will settle your claim under section A, B or C
1 We will choose whether to repair or replace the car or pay you a cash amount equal to the cost of the loss or damage. If the repair improves the condition of the car we may ask you to pay something towards it. The repairer can use parts which have not been supplied by the manufacturer.
If you are still paying for the car under a hire purchase agreement we will first pay the hire purchase company.
2 We will not pay more than the market value of the car unless:
• the loss or damage happens before the car is a year old and you are its first and only registered keeper; and
• the cost of repair is valued at more than 60% of the cost of buying an identical new car at the time of the loss or damage (based on the United Kingdom list price).
In these circumstances, if you ask us to we will replace the car (and pay reasonable delivery charges) with a new car of the same make, model and specification.
We will only do this if:
• a car can be bought straight away in the United Kingdom; and
• we have permission from the hire purchase company (if this is how you bought the car and you have not finished paying for it).
3 If the car cannot be driven because of damage which is covered under this Policy we will pay for the car to be protected and taken to the nearest approved repairer. We will also pay reasonable costs of delivering the car back to your address when the damage has been repaired.
Section D – Personal accident
What is covered
If you or your husband or wife are accidentally killed or injured while getting into, travelling in or getting out of the car (or any other private car which you do not own), we will pay the following.
• For death - £2,500.
• For total and permanent loss of sight in one eye - £1,500.
• For total and permanent loss (at or above the wrist or ankle) of one hand
or one foot - £1,500.
We will only pay these amounts if the only cause of the death or injury is an accident involving a car and the death or loss occurs within 3 months of the accident.
This cover also applies to any passenger getting into, travelling in or getting out of the car (as long as there is a passenger seat for that person).
Section E – Medical expenses
What is not covered
• Death or injury caused by suicide or attempted suicide.
• More than £10,000 for any one accident.
• More than £2,500 to any one person for any one accident.
• Compensation for death of or injury to anyone who is under 15 or over 70
• If you, or your husband or wife, have more than one policy with us, we will only pay under one policy.
What is covered
If you or anyone in the car is injured in an accident involving the car, we will pay up to £100 in medical expenses for each injured person.
Section F – Personal belongings
What is covered
We will cover personal belongings in the car which are lost or damaged by accident, fire or theft.
You are covered for the cost of the item less an amount for wear and tear and loss of value.
What is not covered
• More than £100 for each incident.
• Any goods, tools or samples which are carried as part of any trade or business.
• Loss of or damage to telephone equipment.
• Money, stamps, tickets, documents and securities; Such as share or bond certificates).
• Loss or damage to the car when no one is in it unless all its windows and doors are closed and locked and all keys or devices needed to lock the car are with the person authorised to use the car.
Section G – Liabilities to third parties
What is covered
We will cover legal liability for the death of or injury to any person and damage to property caused by:
• you using any vehicle which is included in your certificate of motor insurance;
• any person driving the car with your permission (as long as your certificate of motor insurance shows that he or she is allowed to drive the car);
• any person using (but not driving) the car, with your permission, for social, domestic and pleasure purposes; or
• any passenger in, getting into or getting out of the car.
We will also pay:
• solicitors’ fees for representation at any coroner’s inquest or fatal injury inquiry or court of summary jurisdiction;
• legal costs for defending a charge of manslaughter or causing death by dangerous or careless driving;
• any costs and expenses for which your employer or business partner is legally liable as a result of you using the car for their business;
• any other costs and expenses for which we have given our written permission;
• emergency treatment charges set out in the Road Traffic Acts.
If anyone who is insured by this section dies while they are involved in legal action, we will give the same cover as they had to their legal personal representatives.
What is not covered
• Any amount we have not agreed to in writing.
• Death of or injury to any of your employees during the course of their work, even if the death or injury is caused by anyone insured by this Policy. However, we will provide the minimum cover needed under compulsory motor insurance legalisation.
• Damage to or loss of property owned by or in the care of the person who is claiming cover under this section.
• Any loss of or damage to a car covered by this Policy.
• Any loss or damage caused while the car is in a place used for the take-off, landing, parking or movement of aircraft, including the associated service roads, refuelling areas, ground equipment parking areas and the parts of passenger terminals of international airports which come within the Customs examination area.
• Any claim for pollution or contamination, unless it is caused by a sudden, identifiable event which was unintended and unexpected and happened at one specific time and place.
• Any amount over £1,000,000 for one pollution or contamination event.
Section H – Using your car aboard
What is covered
Your Policy covers you for up to 90 days in any period of insurance while you are using the car within the geographical limits.
The sections of the policy shown on your schedule will apply.
If you want to extend your policy to give the same cover for more than 90 days or to a country outside the geographical limits, you must:
• tell us before you leave;
• get our written agreement to cover you in the countries involved; and
• pay any premium we ask for.
We will also pay customs duty if the car is damaged and we decide not to return it after a valid claim on the Policy.
Section I – Spanish bail bond
What is covered
If you ask, we will issue a Bail Bond which means we will pay up to £3,000 if the car or the driver is detained by the Spanish police after an accident involving the car.
If we make any payment because of the Bail Bond you must repay that payment as soon as possible.
Section J – No claim discount
What is covered
As long as you have not made a claim during the period of insurance immediately before your renewal we will include a discount in your renewal premium. You may not transfer this discount to any other person.
Section K – No claim discount protection
What is covered
You will not lose any of your no claim discount as long as:
• you do not make more than two claims in any period of five years; and
• you have paid any extra premium we ask for.
If you do make more than two claims in any five year period this section does not apply.
Policy exclusions
1. We will not cover claims arising from any of the following:
a) The car being driven by someone who is not described in your certificate of motor insurance, as entitled to drive.
b) The car being driven, with your permission, by anyone who you know does not have a driving licence or is disqualified from driving. However, we will still give cover if the person used to hold a licence and is allowed to hold one by law.
c) The car being driven by someone who has only got a provisional licence, unless they meet all the conditions of that licence.
d) The car being used for a purpose which is not shown as covered in your certificate of motor insurance.
However, loss or damage to the car is covered while the car is with a member of the motor trade for servicing or repair.
2. If you receive any payment for giving people lifts in the car, the Policy is not valid if:
a) the car is made or altered to carry more than eight people including the driver;
b) you are carrying the passengers as part of a business of carrying passengers;
c) you are making a profit from the payments you receive.
3. Loss, damage, injury or legal liability is not covered by the Policy if caused directly or indirectly by the following:
a) Ionising radiation or radioactive contamination from any nuclear fuel or any nuclear waste arising from burning nuclear fuel.
b) The radioactive, poisonous, explosive or other dangerous properties of any explosive nuclear equipment or part of that equipment.
c) Pressure waves caused by aircraft (and other flying objects) travelling at sonic or supersonic speeds.
d) Invasion, war, revolution or any similar event.
However, we will provide the cover you need under the Road Traffic Acts.
4. Except under Section G, any injury, loss, or damage arising during an earthquake, riot or civil disturbance outside Great Britain, the Isle of Man or the Channel Islands, is not covered by this Policy.
5. Any liability you accept under an agreement or contract is not covered by this Policy unless you would have been liable anyway.
6. Any decision or action of a court which is not in Great Britain, Northern Ireland, the Isle of Man or the Channel Islands is not covered by this Policy unless the proceedings are brought or judgement is given in a foreign court because the car was used in that country and we had agreed to cover it there.
Standard endorsements
(These only apply if it says so on the Schedule)
I We will only have to pay for loss or damage caused by theft or attempted theft if the security system shown in the Schedule was turned on and all keys and devices needed to turn the system on and off were with the person authorised to use the car.
M If a mileage limit is shown in the Schedule, you agree that the car will not do more than that number of miles in any period of insurance. If you make any claims under sections A, B or C of this policy and you have done more than the agreed number of miles, you will have to pay the first £100 of every claim. This will be as well as any other amounts you have to pay under these sections.
Y We will not be liable for any claim when the car is being driven by or is in the charge of anyone who is under 25 years old or anyone who has not got a full driving licence to drive the car, unless you have sent us their details and we have accepted them in writing.
Z We will not be liable for any claims when the car is being driven by or is in the charge of anyone who is under 35 years old unless you have sent us their details and we have accepted them in writing.
Policy conditions
1. How to claim
Please phone our Onecall helpline as soon as possible to report the claim.
The helpline number is 023 8031 2222. Details of the benefits you will receive through our Onecall service are on page 3.
You must send us any letter, claim, writ or summons as soon as you receive it. You must also let us know straight away if you or your legal advisers know of any prosecution, inquest or fatal accident enquiry which might be covered under this Policy.
2. Dealing with claims
You or any other person claiming under this Policy must not negotiate, admit fault or make any payment offer or promise of payment unless you have our written permission.
In order to recover any amount we have paid we can:
• carry out the defence or settlement of any claim and choose the solicitor who will act for you in any legal action; and
• take legal action in your name or the name of any other person covered by this Policy.
We can do any of these in your name or in the name of any person claiming under this Policy.
Anyone who makes a claim under this Policy must give us any reasonable information we ask for.
3. Compulsory insurance
If the law of any country says we must make a payment which we would not otherwise have paid, you must repay this amount to us.
4. Other insurance
If any incident which leads to a valid claim is covered under any other insurance policy, we will only pay our share of the claim.
5. Reasonable precautions
Anyone covered by this Policy must take all reasonable steps they can to protect the car, and anything in or attached to it, against loss or damage. (This includes making sure that the car is secure when no one is in it.)
The car must be kept in good working order. We may examine the car at any time.
6. Keeping to the terms of the policy
We will only give you the cover that is described in this Policy if:.
• any person claiming cover has met with all its terms, as far as they apply; and
• the declaration and information given on the proposal which this contract is based on is complete and correct as far as you know.
7. Fraud
We will not pay any claim which is in any part fraudulent or exaggerated, or if you, or anyone acting for you uses fraudulent means to get benefits under this Policy.
8. Cancelling your policy
We or our authorised agent can cancel this Policy by sending you seven days’ notice to your last known address. If you live in Northern Ireland, we will also send notice to the Department of the Environment for Northern Ireland. You must then send your certificate of motor insurance back to us and we will refund a proportion of the premium for the rest of the period of insurance.
You can cancel this Policy by giving us seven days’ notice in writing. If you have not made a claim during the current period of insurance, and you send the certificate of motor insurance back to us, we will refund part of your premium. We will work out your refund by using the scale shown below.
The number of
months you have 1 2 3 4 5 6 7 8to9 10to12
had the Policy
How much of
the premium we 80% 70% 60% 50% 40% 30% 20% 10% 0%
will give back
Note: Any part of a month counts as a whole month.