Car insurance

Hastings Direct
car insurance
additional products
The products in this booklet only apply to your insurance if shown
in your car insurance payment summary and cover summary
Important numbers

If you need to make a claim:

Motor Legal Expenses
Road traffic accident related claims....................................... 0333 321 9800
Motor prosecution defence claims........................................... 0344 770 1051

Breakdown
Within the UK................................................................................................ 0333 321 9818
Europe..................................................................................................... 00 33 472 43 52 55
For deaf, hard of hearing or speech-impaired customers
please text the word ‘breakdown’ to:..................................... 07855 828 282

Personal Accident Cover................................................................... 01608 641 351

Key Protection............................................................................................ 0333 321 9698
Hire Vehicle.................................................................................................. 0333 321 9802

Got questions?
You can find answers to frequently asked questions on our website:
www.hastingsdirect.com/help
­­­ ou can check or change your details and renew your policy online
Y
through MyAccount: www.hastingsdirect.com/myaccount

This insurance is not available in the Isle of Man or the Channel Islands. Hastings Insurance Services
Ltd, trading as Hastings Direct, is authorised and regulated by the Financial Conduct Authority
(register number 311492.) Registered in England and Wales, 3116518. Registered Office: Conquest
House, Collington Avenue, Bexhill-on-Sea, East Sussex TN39 3LW.
Introduction
This booklet contains the policy wording for all of the additional
products Hastings Insurance Services Limited offers, acting as a
broker and agent for various insurers.
Please check your vehicle insurance policy payment summary and
your vehicle insurance policy cover summary to confirm which
additional products you have chosen to add to your vehicle
insurance policy.
Please read the sections about the products you have bought
carefully so you understand exactly what you are covered for.

Additional products
Motor Legal Expenses Insurance........................................................... 3
(included in Hastings Premier Car insurance policies,
please refer to your Hastings Premier Car Insurance Policy Booklet)
RAC Motor Breakdown Insurance....................................................... 17
(Roadside assistance cover included in Hastings Premier Car
insurance policies, please refer to your Hastings Premier Car
Insurance Policy Booklet)
Personal Accident Insurance................................................................ 51
Key Protection Insurance...................................................................... 65
Hire Vehicle Insurance............................................................................ 76
For each additional product bought with your vehicle insurance
policy, you will enter into two separate contracts. The first contract is
with Hastings Insurance Services Limited, for arranging and
administering each additional insurance policy on your behalf.
These terms can be found in the vehicle insurance policy document.
The second contract is with the insurer(s) for providing you
additional insurance.
For each additional product bought a premium inclusive of premium
tax will be charge to you for both of these services.

1
 If you would like to add any of the additional products detailed in this
Booklet to your vehicle insurance policy, please call our customer
services team on 0333 321 9801.

Cancellation
Hastings Insurance Services Limited is authorised by the insurer(s)
of these additional products to exercise the rights of cancellation set
out in each policy recorded in this booklet, and to communicate to
you, your insurer(s)’ exercise of those rights.
If your vehicle insurance policy is cancelled by you or Hastings
Insurance Services Limited or the insurer, at any time, all of the
additional products you bought will also be cancelled on the same
date as your vehicle insurance policy is cancelled. Please see each
policy wording for details of refunds on these additional products.

Please keep in a safe place

This additional product booklet will apply for the length of your
policy with us and won’t be re-issued at renewal.

2
Motor Legal Expenses Insurance
This cover is included in Hastings Premier Car Insurance policies;
please refer to your Hastings Premier Car Insurance Policy.

This policy covers you for:

• Legal costs up to £100,000 for certain types of disputes resulting
from a road traffic accident
• Legal expenses to defend you in a prosecution for
motoring offences
• 24/7 legal advice.
Please read these terms, conditions and exclusions carefully so that
you understand what you’re covered for.

Period of cover:
As long as your premium is paid, your legal expenses cover is valid
for the same duration as your motor insurance policy. Check your
cover summary for the effective dates.

Who is covered:
This cover applies to the vehicle policyholder. It also extends to any
authorised driver and passengers for recovery of losses and personal
injury not covered by your motor insurance policy.

What is covered:
This policy covers legal costs up to a maximum of £100,000 to
recover losses not covered by your motor insurance and to pursue
compensation for personal injury if you’re involved in a road traffic
accident that’s not your fault. Damages will be claimed against
those whose negligence caused the road traffic accident. Cover is
also provided for legal costs to defend prosecutions arising from a
motoring offence.

Prospects of success:
We provide cover when we believe there is a 51% chance or better of
winning the case and achieving a positive outcome. If independent
legal advice supports our view that the prospects of success are less
than this we may decline support or any further support.

Motor Legal Expenses Insurance 3

 Insurer:
This insurance cover is provided by Allianz Legal Protection, a trading
name of Allianz Insurance plc and arranged and administered by
Carpenters Limited.

How to claim
Call us on the numbers below as soon as you know of any potential
claim and before you take any action yourself.

Road Traffic Accident

related claims: 0333 321 9800
Lines are open: 8am - 8pm Monday to Friday,
10am - 8pm Saturday and 10am - 5pm on Sunday.

Defence of prosecution claims and

legal helpline: 0344 770 1051
Lines are open 24 hours a day; 365 days a year.
If your situation isn’t covered under this insurance, the legal advisers
may be able to help you under a private funding arrangement where
you pay their fees.

4 Motor Legal Expenses Insurance

Meaning of words
To help you understand the details of your cover, here are
definitions of some of the key terms in your policy. Wherever
these words or phrases appear in bold in this document, they
will always have the following meanings
Administrator Carpenters Limited who arrange and
administer this insurance.
Adviser Our specialist panel of solicitors or their
agents appointed by us to act for you. Or,
where agreed by us, another legal
representative nominated by you.
Advisers’ Costs Reasonable legal costs incurred by the
adviser. Third party costs shall be covered if
awarded against you.
Conditional Fee An agreement between you and the
Agreement  adviser, or between us and the adviser,
under which the adviser will charge you, or
us, for their fees.
Conflict of There is a conflict of interest if we administer
Interest and/or arrange legal expenses insurance on
behalf of any other party in the same dispute
you’re making a claim for under this policy.
Cover Summary The document which describes the level of
cover you’ve bought plus any other details of
your policy that are specific to you.
Indemnity
Compensation for loss, damage or injuries.
Instructed The amount of advisers’ costs that would
Advisers’ Costs normally be incurred by your insurer when
using a nominated adviser of our choice.

Motor Legal Expenses Insurance 5

 Insured Incident The incident, or the first of a series of
incidents, which may lead to a claim under
this insurance. Only one insured incident
shall be deemed to have arisen from all
causes of action or events that happened at
the same time as part of the same incident.
Insured Period The duration of your motor insurance policy,
shown on your schedule.
Legal Action The pursuit of civil proceedings and appeals
against a judgement following a road traffic
accident and the defence of criminal
motoring prosecutions in relation to
the vehicle.
Pleas in Mitigation A plea in mitigation is an opportunity to
provide information that may help you when
the court is deciding on the sentence for a
motoring offence.
Positive Outcome A positive outcome following legal action
includes: recovering the money at stake,
enforcing a judgement, obtaining an
outcome which best serves your interests or
recovering a sum greater than that being
offered by the other party.
Road Traffic A road traffic accident in the countries listed
Accident  in territorial limits involving the vehicle
during the insured period which isn’t your
fault and for which another known insured
party is at fault.
Territorial Limits 
Any country that is a member of the
European Union (EU) plus: Iceland, Norway,
Switzerland, Liechtenstein, Andorra
and Serbia.
Underwriter Allianz Legal Protection, a trading name of
Allianz Insurance plc.

6 Motor Legal Expenses Insurance

Vehicle The vehicle covered by your certificate of
insurance, including a caravan or trailer
being towed by it.
We/Us/Our Allianz Legal Protection, a trading name of
Allianz Insurance plc.
The vehicle policyholder plus, in cases of
You/Your 
personal injury, the authorised driver and
passengers for recovery of losses not
covered by your motor insurance.

Motor Legal Expenses Insurance 7

 Terms of cover
If a claim is accepted under this insurance, we’ll appoint our panel
solicitors, or their agents, to handle your case.
You’re not covered for any other legal representatives’ fees unless
it’s necessary to start court proceedings or a conflict of interest
arises. If either of these circumstances arise and you want to use a
legal representative of your own choice, you’ll be responsible for
costs above the instructed advisers’ costs.
This insurance covers advisers’ costs up to the maximum of
£100,000 where:
• The insured incident takes place during the insured period and
within the territorial limits
• The legal action takes place within the UK or EU.
This insurance doesn’t provide cover where something you do, or fail
to do, prejudices your position or the position of the underwriters in
connection with the legal action.

Your motor legal expenses insurance explained

Recovery of losses and personal injury not covered by your
motor insurance

What’s covered
Up to £100,000 of legal costs to pursue damages arising from a
road traffic accident which causes:
• Death or injury to an insured person travelling in, or getting into
or out of, your vehicle
• Damage to the vehicle or personal property not covered by your
motor insurance
• Out of pocket expenses such as loss of your insurance policy
excess, courtesy car hire and other costs including applications
for payment under agreements funded by the Motor Insurers’
Bureau (MIB).

8 Motor Legal Expenses Insurance

If the legal action is to be decided by a court in England or Wales
and the damages you’re claiming are above the small claims court
limit, the adviser must enter into a conditional fee agreement which
waives their own fees if you fail to recover the damages. This means
that, win or lose, you won’t have to pay any fees.

Personal injury claims

If the damages you’re claiming are below the small claims limit,
advisers’ costs will be covered as long as they’re not more than the
amount in dispute.

What’s not covered

• Stress, psychological or emotional injury unless it arises from you
suffering physical injury
• Claims relating to an agreement you’ve entered into with
another person or organisation offering legal advice.

Motor prosecution defence

What’s covered
• Legal costs to defend a case dealing with a motoring offence
committed while using the insured vehicle
• Pleas in mitigation, in certain circumstances: these may be put
to a court to request leniency. These are covered where there is a
51% chance or better prospect of success.
What’s not covered
• Parking offences
• Alleged road traffic offences where you didn’t hold, or were
disqualified from holding, a driving licence
• Road traffic offences for which you are being prosecuted for
driving while under the influence of alcohol, drugs or other
substances, whether prescribed or not
• Advisers’ costs: if you’re entitled to a grant of legal aid from the
Legal Aid Agency or where funding is available from another
public body, a trade union, employer or any other
insurance policy
• Motoring prosecutions where your motor insurers have agreed to
provide your legal defence.

Motor Legal Expenses Insurance 9

 General exclusions
You’re not covered
• If the insured incident happened before you bought
this insurance
• If you fail to give proper instructions to us or the adviser, or
fail to respond to a request for information or attendance by
the adviser
• If advisers’ costs haven’t been agreed in advance or exceed
those for which we’ve given our prior written approval
• For advisers’ costs incurred by avoidable correspondence or
which are recoverable from a court, tribunal or other party
• For claims made by or against the underwriter, us or the adviser
• For any claim arising from racing, rallies, track days including on
de-restricted toll roads such as the Nürburgring, competitions,
off-road events, trials, or when your vehicle is driven on
an airfield
• For an application for Judicial Review, which reviews the legality
of a legal decision or action
• If you start an appeal without our prior written consent
• For any legal action that we reasonably believe to be false,
fraudulent, exaggerated or where you’ve deliberately misled
the adviser
• If you were disqualified from driving, did not hold a valid driving
licence or the vehicle didn’t have a valid MOT certificate or road
fund licence or comply with any laws relating to its ownership or
use, at the time of the insured incident
• For disputes between the adviser and any other party which only
relate to the level of advisers’ costs
• For your own solicitor’s costs where your claim is being pursued
under a conditional fee agreement
• Where your estimated advisers’ costs are greater than the
amount in dispute, (except in relation to claims for losses not
covered by your motor policy)
• If your motor insurer rejects or cancels your motor insurance
policy or refuse indemnity.

10 Motor Legal Expenses Insurance

General conditions

1. Claims
• You must notify us as soon as possible and within a maximum of
180 days once you become aware of the insured incident. There
will be no cover under this policy if, as a result of a delay in
reporting the claim, our position has been prejudiced. To report a
claim you must follow the instructions under ‘How to claim‘
• We’ll appoint the adviser to act on your behalf
• We may investigate the claim and take over and conduct the
legal action in your name subject to your consent (which
mustn’t be unreasonably withheld) and we may reach a
settlement of the legal action
• You must supply, at your own expense, all the information which
we reasonably ask for to decide whether a claim may be
accepted. If court proceedings are issued, or a conflict of
interest arises, and you wish to nominate a legal representative
to act for you, you may do so. Where you’ve elected to use a
legal representative of your own choice you will be responsible
for any advisers’ costs in excess of our instructed advisers’
costs. The adviser must represent you in accordance with our
standard conditions of appointment which are available
on request.
The adviser must:
• Provide a detailed view of your prospects of success including
the prospects of enforcing any judgement obtained
without charge
• Keep us fully informed of all developments and provide any
information as we may require
• Keep us regularly informed/updated of costs incurred
• Tell us of any offers to settle and payments into court. If, against
our advice, such offers or payments aren’t accepted there will be
no further cover for advisers’ costs unless we agree, in our
absolute discretion, to allow the case to proceed
• Submit bills for assessment or certification by the appropriate
body if we ask for them
continued overleaf

Motor Legal Expenses Insurance 11

 • Attempt to recover costs from third parties
• Agree not to submit a bill for adviser’s costs to the underwriter
until the conclusion of the legal action
• If there is a dispute about costs, we may require you to
change adviser
• Your underwriter will only be liable for costs for work expressly
authorised by us in writing and undertaken while there are
reasonable prospects of success
• You must supply all information requested by the adviser and us
• If you withdraw from the legal action without our prior consent
you will be responsible for any advisers’ costs. Any costs already
paid by us must be repaid by you
• You must instruct the adviser to provide us with all the
information that we ask for and report to us as we ask, at their
own cost.

2. Disputes
Any disputes between you and us in relation to our assessment of
your prospects of success or nomination of solicitor may, where both
parties agree, be referred to an arbitrator who will be either a solicitor
or barrister. If the parties cannot agree on their choice of arbitrator
the Law Society may be asked to make a nomination. The arbitration
will be binding and carried out in accordance with the Arbitration
Act. The costs of the arbitration will be at the discretion of
the arbitrator.

3. Prospects of success
We cover costs when we believe there is a 51% chance or better of
winning the case and achieving a positive outcome. If independent
legal advice supports our view that the prospects of success are less
than this we may decline support or any further support.
Examples of a positive outcome are:
• Being able to recover the amount of money at stake
• Being able to enforce a judgement
• Being able to achieve an outcome which best serves
your interests.

12 Motor Legal Expenses Insurance

4. Other insurances
If any claim covered under this policy is also covered by another legal
expenses policy, or would have been covered if this policy did not
exist, we will only pay our share of the claim, even if the other insurer
refuses the claim.

5. English law
This contract is governed by English law unless otherwise agreed.

6. Language
All communications will be in English.

Cancellations
This section contains important notes about your rights, and our
rights, to cancel this policy. You must read these notes carefully. To
cancel this cover, please contact Hastings Direct.

Your rights to cancel this policy

You have the right to cancel this policy within 14 days of taking it out
or renewing it (or within 14 days of receiving the policy documents or
renewal schedule, if later), without giving a reason. This is called the
‘cooling-off period’.
If you do this, we will cancel the policy with immediate effect from
the day you request the cancellation and a pro-rata refund of the
premium will be given, as long as no claim has been made. If a claim
has been made no refund will be given.
After this cooling off period you can still cancel this policy at any time
by giving notice to Hastings Direct. You will be given a pro rata
refund based on the time you were on cover.
When you cancel your Hastings Direct Car policy, this policy will also
be cancelled.

Motor Legal Expenses Insurance 13

 Our rights to cancel your policy
We can give you seven days’ notice of cancellation if we have a valid
reason. We, or Hastings Direct, can cancel your policy at any time by
sending you seven days’ written notice to the last postal or email
address on our system, stating why the policy has been cancelled.

Valid reasons may include but are not limited to:

• You fail to pay the premiums, or if you are paying in instalments
by direct debit, you fail to pay Hastings Direct
• You don’t keep to the terms and conditions of this policy in any
significant way
• You don’t co-operate with our representatives or advisers
• You use threatening or abusive behaviour or language, or
intimidate or bully our staff or suppliers in connection with
this policy
• You refuse to allow reasonable access to your vehicle and any
information which we require in order to provide the services you
have requested under this policy
• We are prevented from providing cover under this policy by law
or other reason
• You repeatedly, or seriously, break the terms of this policy.
If your policy is cancelled, by us:
• A pro-rata refund of the premium will be given, as long as no
claim has been made
• If you have made a claim during the period of insurance, no
refund of the premium will be given.
If you are paying by instalments and a claim has been made, you will
have to pay the balance of the annual premium.

We can cancel without giving you any notice

If you make, or try to make, a fraudulent claim under this policy, or if
we reasonably suspect fraud, we or Hastings Direct, have the right to
cancel your policy without giving you notice and without refunding
your premium.
If your car insurance to which this cover is attached is cancelled, this
policy will also be cancelled at the same time.

14 Motor Legal Expenses Insurance

Your privacy
Your privacy is important to Hastings Insurance Services Limited and
us and we go to great lengths to protect it. Details of the data we
hold about you are set out in Hastings Insurance Services Limited’s
privacy notice. The privacy notice tells you about the personal data
we, as a Product Provider, and Hastings Insurance Services Limited
hold about you, so we can provide you with a quote or insurance
policy. It explains how we and Hastings Insurance Services Limited
may collect, use and share your details and tells you about your
rights under data protection laws. You’ll find the privacy notice at
www.hastingsdirect.com/privacy-notice but if you’d prefer a
paper copy, please contact the customer relations team by phone:
0333 321 9677 or by email: [email protected].
The data protection team is responsible for overseeing questions in
relation to the privacy notice, including any requests to exercise your
legal rights under data protection laws.
You can contact them at: Data Protection Team
Email address: [email protected]
Postal address: Hastings Insurance Services Limited, Conquest
House, Collington Avenue, Bexhill-on-Sea TN39 3LW.
Please make sure to include your full name, policy and/or quote
number if applicable, address and date of birth.

Caring for our customers

We want to give you a high level of customer service, if you’re not
happy about something please tell us. For complaints about the
administration of your policy please contact the administrator:
[email protected]
Tel: 0800 094 0010
Carpenters Limited, Leonard House, Scotts Quays,
Birkenhead CH41 1FB.

Motor Legal Expenses Insurance 15

 For any other complaints about your policy, please contact us:
[email protected]
Tel: 0345 0700 886
Customer Satisfaction Manager, Allianz Legal Protection,
Allianz - ALP, PO Box 10623, Wigston LE18 9HJ.
If you’re not satisfied with our final response, you may refer the
matter to the Financial Ombudsman.
Email: [email protected]
Tel: 0800 023 4567
Financial Ombudsman Service, Exchange Tower, Harbour Exchange
Square, London E14 9SR.

Financial Services Compensation Scheme (FSCS)

We are covered by the Financial Services Compensation Scheme.
You may be entitled to compensation from the scheme if we unable
to meet our obligations.
Your entitlement to compensation will depend on the circumstances
of the claim.
Further information is available at: www.fscs.org.uk or
call: 0800 678 1100.

Authorisation and regulation

Allianz Legal Protection is a trading name of Allianz Insurance plc
(Registered in England No. 84638), Registered Office: 57 Ladymead,
Guildford, Surrey GU1 1DB, United Kingdom.
Allianz Insurance is authorised by the Prudential Regulation
Authority and regulated by the Financial Conduct Authority and
the Prudential Regulation Authority. Financial Services Register
No. 121849. This can be checked by visiting the website
www.fca.org.uk/register or by contacting the Financial Conduct
Authority on 0800 111 6768.
Allianz Legal Protection trading address: 2530 The Quadrant,
Aztec West, Almondsbury, Bristol BS32 4AW and postal address:
Allianz - ALP, PO Box 10623, Wigston LE18 9HJ.

16 Motor Legal Expenses Insurance

RAC Breakdown Cover Policy

Terms and conditions

Details of your cover
The cover detailed here is only included if it’s listed in your insurance
cover summary and shown as paid in your payment summary.

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accommodation

*Misfuelling in Europe isn’t covered

RAC Breakdown Cover Policy 17

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Getting your
vehicle back F4
to the UK

Breakdown causes
You’re covered for breakdowns caused by:

Type of fault Covered

Flat battery
Flat tyre
Mechanical breakdown
Electrical breakdown
Road traffic collision
Vandalism
Having no fuel or putting the wrong type of fuel into
the vehicle
Fire
Theft or attempted theft
Keys locked in your vehicle

18 RAC Breakdown Cover Policy

Contact information
Breakdown – get help from the RAC: 0333 321 9818

Breakdown in Europe
Calling from Europe: 00 33 472 43 52 55*
Calling from a French landline: 0800 290 112 (freephone)
Calling from the Republic of Ireland: 1800 535 005 (freephone)
Bringing your vehicle back to the UK after a
breakdown: 0330 159 0342
To request a claim form
From the UK: 0330 159 0334
From Europe: 00 44 161 332 1040*
In writing: Email: [email protected]
www.rac.co.uk/europeanclaimform
Hastings Direct Customer services: 0333 321 9801
In writing: Customer Services Department, Hastings Direct,
Conquest House, Collington Avenue, Bexhill-on-Sea,
East Sussex TN39 3LW.
Email: [email protected]

Hearing and speech assistance

Telephone prefix 18001 to access Typetalk or text the RAC
on 07855 828282

*Please replace the 00 at the beginning with 810 when in Belarus

or Russia.
Telephone charges
The RAC don’t cover the cost of making or receiving calls and they
may be monitored and/or recorded.
In the UK: Call charges may apply. Please check with your provider.
03 numbers are charged at national call rates and usually included
in inclusive minute plans. Text messages will be charged at your
standard network rate.
In Europe: Roaming charges may apply when making or receiving
calls, please check with your mobile phone provider for more
information. It may not always be possible for the RAC to return
a call to a mobile phone.
RAC Breakdown Cover Policy 19
 If your vehicle breaks down, please provide the RAC with:
1. Your name or policy number;
2. Identification such as a bank card or driving licence;
3. Your vehicle’s make, model and registration number;
4. The exact location of your vehicle – the road you’re on or the
nearest road junction;
5. The number of the phone you’re using;
6. The cause of the breakdown, if you know it;
7. Your credit/debit card if you need additional services.
If you fail to make contact with the RAC within 24 hours of becoming
aware of the breakdown, RAC Breakdown Cover may be refused in
relation to that particular breakdown.

Remember
Please let the RAC know if you’ve called them but manage to get
going before they arrive.
The RAC will only provide cover if they arranged help, so please
don’t go directly to a garage or use another recovery service, or
otherwise approve any action without speaking to the RAC and
getting their approval first.

Breakdowns or Road Traffic Collisions on a motorway in France or

mainland Europe
Motorways in France and many other European countries are
privately managed. If your vehicle breaks down or is involved in a
road traffic collision on a French motorway, motorway service area,
or other European private motorway, you must use the roadside
emergency telephones as the RAC can’t send assistance. If your
vehicle is recovered by the police or authorised motorway services,
you may have to pay labour and towing charges on the spot and a
standard tariff is normally applied.
The RAC will reimburse these charges as long as your vehicle is
towed to the recovery company’s depot. This may also apply to other
roads, so the RAC recommend you use the emergency phones
where available. If they won’t send a breakdown recovery vehicle,
you should contact the RAC.

20 RAC Breakdown Cover Policy

Important information about your RAC
Breakdown Cover
Your RAC Breakdown Cover consists of:
1. A breakdown policy – one or more contracts of insurance
between you and the insurers - depending on the type of cover:
a) RAC Motoring Services provides insurance for Sections A, B
and C; and
b) RAC Insurance Limited provides insurance for Sections D, E
and F.
2. Your cover summary - detailing the type of cover you have and
the level of cover chosen. A separate payment summary will
detail the premium and any other charges payable. These will be
made clear before you buy your RAC Breakdown Cover, and
provided to you by Hastings Direct after you’ve purchased.
You will need to pay a premium for the contracts of insurance which
will be made clear to you before you buy your RAC
Breakdown Cover.

Important information about your policy

1. This RAC Breakdown Cover is intended to offer services relating
to the breakdown of vehicles. It meets the demands and needs
of those who want to make sure the risk of the breakdown of
vehicles is met now and in the future, and where additional cover
is chosen, that certain additional risks if your vehicle breaks
down are met;
2. Some sections of cover are optional. The ones you have chosen
are listed on your cover summary. Please make sure this
is correct;
3. There are general conditions that apply to all sections. There are
also specific conditions that are set out in each section that apply
to each section. You must meet all of these conditions;
4. All requests for service must be made directly to the RAC.

Policy type
This RAC Breakdown Cover covers the vehicle shown on your
cover summary and is registered at your home address also shown
in your cover summary. The vehicle is covered whoever is driving.
RAC Breakdown Cover Policy 21
 Policy period
The RAC Breakdown Cover will start on the start date and end after
the end date as shown on your cover summary.

Limits of cover
Cover under this RAC Breakdown Cover is subject to limits on:
1. When a claim can be made:
a) no claim is permitted under Sections A or C if the breakdown
happened before you bought this RAC Breakdown Cover;
b) in order to make a claim under Section B (Recovery) the RAC
must have first attended under Section A (Roadside); and
c) in order to make a claim under Section D (Onward travel), the
RAC must have first attended under Section A (Roadside) or
C (At home).
2. The amount that’s covered for certain types of claim or for certain
sections, as set out in this RAC Breakdown Cover.

Reimbursement
Under some sections, you may need to pay for the service up
front and claim this back from the RAC. To do so, please visit
www.rac.co.uk/reimbursementclaimform. If you have any queries
please contact breakdown customer care on 0330 159 0342.
Please send your completed claim form with proof of payment
(such as a receipt) to RAC breakdown customer care team. The
RAC may ask you to supply original documents.

Hire car terms

Certain sections of this RAC Breakdown Cover include the supply
of a hire car. Where a hire car is available as a covered benefit, the
following terms apply:

22 RAC Breakdown Cover Policy

What’s covered
Up to 24 consecutive hours or until your vehicle has been fixed
if sooner:
1. The RAC will try to find a hire car close in size to your vehicle, but
can’t guarantee this and may offer more than one hire car;
2. If you are not eligible for a hire car arranged by the RAC for any
reason, such as you don’t meet the hire car provider’s terms (e.g.
you have points on your licence), and you choose to hire a car
yourself, let the RAC know before you hire a car, and then
provided they have agreed the cost, they will reimburse you up
to £35 per day;
3. Where the RAC arrange a hire car they will pay the insurance and
collision damage waiver (this covers the cost of damage but you
would still need to pay any excesses that may apply).

What’s not covered

1. The RAC won’t provide any specific car type, model or
accessories, including tow bars.
2. Any cost of:
a) delivery and collection of the hire car and any fuel used;
b) fuel while using the hire car; or
c) any excesses and additional costs.

Included benefits
As well as the cover the RAC provide under Sections A to F, they
offer the following benefits provided by RAC Motoring Services at
no additional charge to you and include:
1. Urgent message relay; and
2. Replacement driver.

Additional services
RAC Motoring Services can also offer other services following a
breakdown for an additional charge, which will be agreed with you
before service is provided.

RAC Breakdown Cover Policy 23

 Meaning of words
To help you understand the details of your cover, here are
definitions of some of the key terms in your policy. Wherever
these words or phrases appear in bold in this document, they
will always have the following meanings:
Beyond Economical Where the total cost required to repair
Repair your vehicle, including any taxes, is greater
than the market value of your vehicle. If
your vehicle has broken down in Europe,
the total cost required to repair your vehicle
will be based on the estimate for repair
provided by the service provider in the
applicable country in Europe where the
breakdown has happened.
Breakdown/ An event during the policy period, that
Breaks Down/ stops your vehicle from being driven
Broken Down because of a mechanical or electrical failure
including as a result of battery failure,
running out of fuel, flat tyres, misfuel, road
traffic collision, fire, theft and acts of
vandalism or as a result of flood, snow or
mud, but not as a result of any driver
induced fault, or any key related issue other
than keys locked in your vehicle.
Call-Out/Claim Each separate request for service or benefit
for cover under any section of this RAC
Breakdown Cover.
Caravan/Trailer Any caravan or trailer that’s less than
(a) 3.5 tonnes; (b) 7.0m (23ft) long including
a tow bar; (c) 2.55 metres wide; and
(d) 3 metres high.
Cover Summary The document that’s called ‘cover summary’
containing important details about this RAC
Breakdown Cover and levels of cover.

24 RAC Breakdown Cover Policy

Driver/Their/They Y
 ou or any driver of your vehicle at the time
a breakdown occurs who is authorised to be
driving the vehicle and is permanently
resident in the UK.
Driver Induced Fault 
Any fault caused by actions or omissions of
the driver of your vehicle, except running
out of fuel, misfuel and battery failure.
End Date
The date that this RAC Breakdown Cover
expires as shown on your cover summary.
Europe  lbania, Andorra, Armenia, Austria,
A
Azerbaijan, Belarus, Belgium, Bosnia
Herzegovina, Bulgaria, Croatia, Cyprus
(South), Czech Republic, Denmark, Estonia,
Finland, France, Georgia, Germany,
Gibraltar, Greece, Hungary, Iceland, Italy,
Kosovo, Latvia, Liechtenstein, Lithuania,
Luxembourg, Macedonia, Malta, Moldova,
Monaco, Montenegro, Netherlands, Norway,
Poland, Portugal, Republic of Ireland,
Romania, Russian mainland (west of Urals),
San Marino, Serbia, Slovakia, Slovenia, Spain
(excluding Ceuta and Melilla), Sweden,
Switzerland, Turkey (in Europe) plus
Uskudar, Ukraine, Vatican City and any
offshore islands of the above, except
overseas territories outside of Europe.
Hastings Insurance Hastings Insurance Services Limited of
Services Limited/ Conquest House, Collington Avenue,
Hastings Direct Bexhill-on-Sea, East Sussex TN39 3LW who
arrange and administer this RAC
Breakdown Cover.
Home The address in the UK where you live
permanently, as shown on your
cover summary.

RAC Breakdown Cover Policy 25

 Market Value The market value in the UK, as reasonably
determined by the RAC in accordance with
published industry data (using Glass’s Guide
or other appropriate trade vehicle valuation
guide(s)), of a vehicle based upon a vehicle
of the equivalent age, make, recorded
mileage and model as your vehicle.
Passengers The driver and up to 7 (seven) people
travelling in your vehicle.
Planned Departure The date when you intend to begin your trip.
Date The RAC may ask for proof of this.
Policy Period The length of time for which your RAC
Breakdown Cover is in force as shown on
your cover summary.
RAC 1. For Sections A, B and C means RAC
Motoring Services;
2. For Sections D, E and F means RAC
Insurance Limited;
3. For Additional Services means RAC
Motoring Services; and
4. In each case any person employed or
engaged to provide certain services on
their behalf.
RAC Breakdown This RAC breakdown policy that is subject
Cover to the terms and conditions together with
your cover summary.
Reimburse/ Reimbursement by the RAC under the
Reimbursement reimbursement process.
Road Traffic A traffic collision involving your vehicle.
Collision

26 RAC Breakdown Cover Policy

Specialist Equipment that’s not normally required by
Equipment the RAC to complete repairs and recoveries,
for example winching and specialist
lifting equipment.
Start Date
The date that this RAC Breakdown Cover
begins, or renews, as shown on your
cover summary.
Trip A journey to Europe which begins and ends
at your home during the policy period.
UK England, Scotland, Wales, Northern Ireland,
and for the purpose of this RAC Breakdown
Cover includes the Channel Islands and the
Isle of Man, if you are a resident there.
Vehicle Your UK registered vehicle as shown on
your cover summary and that complies with
the following specifications:
1. It is either a car, light van or motorhome
that’s less than (a) 3.5 tonnes;
(b) 6.4m (21ft) long including a tow bar;
and (c) 2.55 metres wide; or
2. For Section F it’s either a car, light
van or motorhome that’s less than
(a) 3.5 tonnes; (b) 7m (23ft) long
including a tow bar; and
(c) 2.55 metres wide;
3. It is a motorcycle over 49cc and is not a
mobility scooter.
you/your The person taking out the RAC Breakdown
Cover as named on your cover summary.

RAC Breakdown Cover Policy 27

 Your Cover

Section A. Roadside
Please refer to your cover summary which sets out whether this
RAC Breakdown Cover includes cover for Roadside.

What’s covered;
If your vehicle breaks down within the UK more than a quarter of a
mile from your home, the RAC will:
1. Send help to repair your vehicle at the roadside. This could be a
permanent or temporary repair; or
2. If the RAC are unable to repair your vehicle at the roadside, the
RAC will recover your vehicle and passengers to a destination
chosen by the driver up to a maximum of 15 miles from
the breakdown;
If the RAC recover your vehicle to a garage, the RAC will reimburse
you for taxi costs for passengers to continue the journey to a single
destination within 20 miles.

Caravans or Trailers
If a caravan or trailer breaks down within the UK more than a
quarter of a mile from your home, the RAC will send help to repair
the caravan or trailer at the roadside. This could be a permanent or
temporary repair.
The RAC will not provide any other cover under this RAC
Breakdown Cover if a caravan or trailer breaks down. However, if
your vehicle breaks down and there is a caravan or trailer attached
to it the RAC will recover the caravan or trailer as well.

28 RAC Breakdown Cover Policy

What’s not covered:
1. The cost of any parts;
2. The fitting of parts, including batteries, supplied by anyone other
than us;
3. Any breakdown resulting from a fault that the RAC have
previously attended and:
a) the original fault has not been properly repaired; or
b) our advice after a temporary repair has not been followed;
4. Recovery for caravans or trailers if the caravan or trailer
breaks down.

Section B. Recovery
Please refer to your cover summary which sets out whether this
RAC Breakdown Cover includes cover for recovery.

What’s covered:
If the RAC can’t repair your vehicle under Section A (Roadside), the
RAC will recover your vehicle from the breakdown location to:
1. A local garage; or
2. A single destination chosen by the driver within the UK. For long
distances the RAC may use more than one recovery vehicle.
Recovery must be arranged with the RAC while the RAC are at
the scene.

What’s not covered:

1. Please see the “What’s not covered” part of Section A (Roadside),
which also applies here;
2. Tyre faults where your vehicle is not carrying a serviceable spare
tyre, the tyre repair equipment provided by your vehicle’s
manufacturer or a locking wheel nut;
3. A second recovery owing to the intended original destination
being closed or inaccessible.

RAC Breakdown Cover Policy 29

 Section C. At home
Please refer to your cover summary which sets out whether this
RAC Breakdown Cover includes cover for at home.

What’s covered:
The RAC will provide the same cover as the ’What’s covered‘ part of
Section A (Roadside) if your vehicle breaks down at, or within a
quarter of a mile of, your home.

What’s not covered:

Please see the ’What’s not Covered’ part of Section A (Roadside),
which also applies here.

Section D. Onward travel

Onward travel is included within ‘Roadside and recovery’, ‘Roadside,
recovery and at home’ and ‘Roadside, recovery, at home and
European motoring assistance’ cover levels.
If the RAC attend a breakdown under Sections A (Roadside) or C
(At home), and cannot fix your vehicle on the same day, the RAC will
help the driver by making arrangements to allow the continuation of
your journey. The driver can choose one of the following options,
subject to availability:
1. Hire car;
2. Alternative transport; or
3. Overnight accommodation.

1. Hire car
What’s covered:
Please see hire car terms under ‘Important information about your
policy’ above. Hire cars must be arranged with the RAC within 24
hours of the time of breakdown.

30 RAC Breakdown Cover Policy

2. Alternative transport
What’s covered:
If the driver would prefer to continue the journey by air, rail, taxi or
public transport, the RAC will reimburse you for a standard class
ticket up to £150 per person or £500 for the whole party, whichever
is less.

3. Overnight accommodation
What’s covered:
The driver may decide that waiting for your vehicle to be fixed
is best. The RAC will arrange one night’s bed and breakfast
accommodation, up to a value of £150 per person or £500 for
the whole party, whichever is less.

4. Assistance in a medical emergency

What’s covered:
The RAC will also help if the driver or one of the passengers
suddenly or unexpectedly falls ill and needs medical help before the
end of the journey. They will help to:
1. Book one night’s bed and breakfast accommodation for the
driver and passengers if the hospital is more than 20 miles from
home. The RAC will reimburse you up to £150 per person or
£500 for the whole party; and
2. Arrange to get the patient home or to a local hospital as soon as
they are fit to travel.

What’s not covered:

The RAC won’t help the driver where they or one of the passengers
is taken ill during a journey to or from a doctor’s surgery or hospital,
including planned doctor or hospital appointments or emergencies.

RAC Breakdown Cover Policy 31

 Section E. Misfuel rescue
RAC Breakdown Cover includes cover for misfuel rescue.

What’s covered:
If you have, by mistake, put the incorrect fuel in your vehicle, within
the UK, the RAC will send help to:
1. Drain, flush and clean the fuel system;
2. Clean, repair and replace the fuel injector system;
3. Add up to 10 litres of the correct fuel to get you on your way; and
4. Dispose of the contaminated fuel.

What’s not covered:

1. Damage due to wear and tear, meaning the gradual loss of the
ability of a part to work exactly as it was designed to by the
manufacturer, caused by time and/or your vehicle’s mileage;
2. Damage caused by an existing fault or defect; or
3. Any damage not caused by you misfuelling.

Section F. European motoring assistance

Please refer to your cover summary which sets out whether this
RAC Breakdown Cover includes cover for European
motoring assistance.

Limits of cover
The cover under Section F is subject to an overall limit of £2,500
per call-out and is subject to the further limits of cover in respect of
each type of cover. Each trip is limited to a maximum of 90 days.

Section F1: Onward travel in the UK

What’s covered:
If the RAC attend a breakdown under Section A (or C) and cannot
fix your vehicle by your planned departure date and you are within
24 hours of your planned departure date the RAC will arrange a
hire car for the continuation of your trip up to £125 per day for up to
14 days and up to a maximum of £1,500 in total.

32 RAC Breakdown Cover Policy

What’s not covered:
Requests following a road traffic collision

Section F2: Roadside assistance in Europe

What’s covered:
If your vehicle breaks down or is involved in a road traffic collision
in Europe during a trip, the RAC will send help to either:
1. Repair your vehicle at the roadside. This could be a permanent or
temporary repair; or
2. If the RAC are unable to repair your vehicle at the roadside, the
RAC will:
a) recover your vehicle and passengers to a local garage for
fault diagnosis on the vehicle;
b) pay for the initial fault diagnosis to find the next course
of action;
c) contribute towards the garage labour charges up to £150
when your vehicle can be repaired on the same day;
d) help you purchase replacement parts if they cannot be found
locally, and pay for them to be delivered; and
e) the RAC will also relay any urgent messages from the driver to
a contact of their choice.

What’s not covered

1. Repair costs, including garage labour charges:
a) if your vehicle was in a road traffic collision; or
b) if your vehicle repair costs will be more than its market value.
2. The costs of any parts.
By claiming under this section you are authorising the RAC and
the garage to undertake fault diagnosis.

RAC Breakdown Cover Policy 33

 Section F3: Onward travel in Europe
What’s covered:
If your vehicle has a breakdown or is involved in a road traffic
collision during a trip in Europe and the RAC establish that the
repairs cannot be completed within 8 hours, the RAC will help the
driver by making arrangements for the passengers to continue the
trip. The driver can choose either:
1. Alternative transport; or
2. Additional accommodation expenses.

1. Alternative transport
What’s covered:
1. A hire car as a replacement until your vehicle has been fixed, up
to 14 consecutive days; or
2. A standard class ticket up to £125 per person per day and £1,500
in total for travel by air, rail, sea, taxi or public transport.

2. Additional accommodation expenses

What’s covered:
The RAC will arrange and pay a contribution for additional
accommodation expenses if you can’t use your pre-arranged
accommodation up to £40 per person per day up to a maximum
of £500 for all passengers.

What’s not covered:

Accommodation where the driver has suitable alternative
accommodation that can be used. Cover under this section will
stop once:
1. Your vehicle has been repaired to a roadworthy condition; or
2. The decision to bring your vehicle home is made by the RAC or
your motor insurer; or
3. Once the RAC establish that the repair costs to your vehicle
exceed its market value.

34 RAC Breakdown Cover Policy

Once the driver is notified of cover ending, if they have a hire car, it
must be returned to the place agreed with the RAC within 24 hours.
The driver can keep the hire car for longer if you agree this with the
RAC first and pay for it.

Getting your passengers home

RAC will provide alternative transport as above to get the
passengers back home if:
1. Your vehicle is brought back home under Section F4; or
2. The RAC establish that the repair costs to your vehicle exceed
its market value under Section F4.

Section F4: Getting your Vehicle Home

What’s covered:
If the RAC attend a breakdown or a road traffic collision in Europe
under Section F2 and your vehicle cannot be repaired before the
driver’s planned return to the UK, the RAC will arrange and pay for:
1. Recovery of your vehicle to a single destination of the drivers
choice within the UK; and
2. Storage charges for your vehicle whilst awaiting it’s return to the
UK; or
3. If your vehicle is repaired in Europe, the cost of one person to
travel to collect your vehicle by standard class rail or air or sea
fare and public transport up to £600 and a contribution towards
room only accommodation up to £50 per day;
4. If the cost of repairing your vehicle is greater than its market
value as a result of a breakdown and it has to be disposed of
abroad under Customs supervision, the RAC will pay the cost of
the import duty;
5.  Reimbursement for a hire car in the UK once the RAC have
brought passengers home under Section F3 until your vehicle is
brought back to the UK, up to 24 consecutive hours.
The RAC will take the passengers in your vehicle home under
Section F3 (Onward travel in Europe).

RAC Breakdown Cover Policy 35

 It is the RAC’s decision whether to get your broken down vehicle
home or have it repaired locally. If your vehicle was involved in a
road traffic collision covered by your motor insurance, the RAC
will follow your motor insurer’s decision about whether to get your
vehicle home or have it repaired locally.

What’s not covered:

1. Any costs:
a) if your vehicle is beyond economical repair;
b) covered under your motor insurance;
c) relating to storage once you have been notified that your
vehicle is ready to collect; and
d) relating to any costs incurred as a result of actions or omissions
of your motor insurers;
2. The RAC will not take your vehicle back home if:
a) your vehicle is roadworthy; or
b) a customs officer or other official finds any contents in your
vehicle that are not legal in that country;
3. Any import duties not relating to your vehicle, for example
relating to items carried in your vehicle;
4. The RAC will not cover the costs of fuel, insurance or meals;
5. The RAC will only cover costs under this section up to the market
value, so if you want the RAC to bring your vehicle home and
the costs of bringing your vehicle home exceed this amount you
will need to pay any costs above this amount before the RAC
make arrangements.

Important
1. Following authorisation by the RAC, it can take up to 14 working
days for your vehicle to be delivered back to the UK. At busy
times and from some countries it may take longer;
2. If the RAC don’t bring your vehicle back to the UK, you’ll have
10 weeks in which to advise the RAC of how you want to recover
or dispose of it. If you do not contact the RAC within 10 weeks
the RAC will dispose of it at your cost.

36 RAC Breakdown Cover Policy

Section F5: Vehicle break-in emergency repairs
in Europe
Before claiming under this section the break-in must be reported to
the police in order to obtain a written report.

What’s covered:
If your vehicle suffers damage to windows, windscreens or locks,
in Europe, caused by forcible entry or attempted forcible entry,
although this is not a breakdown the RAC will reimburse you, up
to £200 for:
1. Immediate emergency costs incurred in order to continue the
trip: or
2. The costs of recovering your vehicle to a local repairer to ensure
your vehicle is secure and roadworthy.

What’s not covered:

1. The cost of any parts; or
2. Any benefits under any other section of this RAC
Breakdown Cover.

Section F6: Replacement driver in Europe

What’s covered:
Although this isn’t covered as a breakdown under this RAC
Breakdown Cover, if the driver suddenly or unexpectedly falls ill
during the trip in Europe, meaning they can’t drive, the RAC will
provide a replacement driver to allow the trip to continue or return
home. The RAC will need written confirmation from the treating
hospital or medical expert that the driver isn’t able to drive.

What’s not covered:

1. If there’s another qualified driver who’s a passenger and is fit and
legally able to drive your vehicle.
2. Any benefits under any other section of this RAC
Breakdown Cover.

RAC Breakdown Cover Policy 37

 General conditions for Section F
1. The RAC will not cover any call-out for any repairs to your
vehicle which aren’t essential in order to continue the trip;
2. Any claim which the driver could make under any other
insurance policy. If the value of the call-out is more than the
amount which can be recovered under another policy the RAC
may pay the difference, subject to the limits as set out in this RAC
Breakdown Cover;
3. You must make sure your vehicle meets all relevant laws of the
countries visited during a trip;
4. How the exchange rate is calculated:
a) any costs incurred directly by the RAC in a currency other
than GBP will be converted to GBP at the exchange rate used
at the time;
b) costs incurred by you in a currency other than GBP which are
recoverable will be converted to GBP either:
i. at the exchange rate used by your credit or debit
provider; or
ii. at the exchange rate used by the RAC when your claim
form is received if you paid in cash;
5. The RAC will not take responsibility for repairs carried out at any
garage, and the contract for such repairs will be between you and
the garage / repairer;
6. When a hire car, taxi, hotel or similar benefit is arranged under
this RAC Breakdown Cover, the RAC will always try to find a
suitable option that is available at the time, however:
a) the RAC are not responsible for the quality or service of each
individual hotel, train or taxi booked; and
b) for hire cars, whilst reputable companies are used, the RAC
aren’t able to and cannot be responsible for checking the
condition of each vehicle or the quality of service provided by
each company;
7. If, following a breakdown, your vehicle needs to be repaired, you
must not delay or refuse repairs whilst you are in Europe. If you
do, and in the reasonable opinion of the RAC that would lead to
additional costs being incurred, the RAC reserve the right to
refuse to provide cover under Section F3 (Onward travel in
Europe) or Section F4 (Getting your vehicle home);

38 RAC Breakdown Cover Policy

8. If the breakdown is caused by flooding brought about by adverse
weather the RAC will only arrange for your vehicle to be taken to
a local repairer. All further service will be an additional cost paid
by you, or must be referred to your vehicle’s motor insurer;
9. In handling breakdown call-outs there may be more than one
option available to you under this RAC Breakdown Cover. The
RAC will decide which is the most appropriate option based on
the expertise of the RAC in breakdown situations. In doing so
the RAC will act in consultation with you, and act reasonably at
all times;
10. This RAC Breakdown Cover does not cover:
a) vehicle storage charges, other than under Section F4;
b) call-outs if you are not carrying a serviceable spare tyre
provided by the manufacturer;
c) the hire of minibuses, motorhomes, motorcycles, caravans,
trailers or vans;
d) overloading of a vehicle under the laws in any country in
which the vehicle is travelling;
e) breakdowns or road traffic collisions caused by running out
of oil or water, frost damage or rust or corrosion.

RAC Breakdown Cover Policy 39

 General Conditions
The following conditions apply to all sections of this RAC
Breakdown Cover. If you don’t comply the RAC can refuse cover
and/or cancel your RAC Breakdown Cover.
1. You must pay your premium.
2.  You must request services directly from us, as the RAC will only
provide cover if the RAC make arrangements to help you.
3. Where the breakdown is caused by a component failure
this must stop your vehicle from working, so for example an
air-conditioning failure in itself does not constitute a breakdown,
and the illumination of a warning light does not always constitute
a breakdown. If it does not, you’ll need to take your vehicle to a
place of repair and your RAC Breakdown Cover will not
cover this.
4. The RAC will not cover any claim where your vehicle is already at
a garage or other place of repair.
5. Where the RAC deem, acting reasonably, that you requested
service to avoid the cost of repairing your vehicle, or to correct
an attempted repair by someone else, the RAC will not
provide cover.
6. A driver must be with your vehicle when the RAC attend.
7. You’re responsible at all times for the care of your personal
belongings, valuables, luggage and goods in or on a vehicle. The
RAC won’t be responsible for any loss of or damage to them.
8. Where the RAC recover passengers under the age of 16, they
must be accompanied by an adult.
9. The RAC won’t allow animals in their vehicles, except guide
dogs. Animals can stay in your vehicle at the driver’s own risk.
The RAC won’t be liable for any injury to animals, or damage
caused by them. The RAC won’t transport any livestock and won’t
be responsible for any costs relating to animals.
10. Your vehicle mustn’t carry more passengers than the number
stated in your vehicle’s registration document. Each passenger
must have a separate fixed seat fitted to the manufacturer’s
specification and any child must sit in a properly fitted child seat.

40 RAC Breakdown Cover Policy

11. Where the RAC provide a repair to your vehicle, whilst the RAC
are responsible for that repair, this doesn’t mean that they are
confirming the legal and roadworthy condition of your vehicle.
This remains your responsibility.
12. The RAC will not be responsible for any losses that happen
following a breakdown that aren’t expressly covered by this RAC
Breakdown Cover. For example, the RAC won’t pay for any loss of
earnings or missed appointments.
13. The RAC don’t guarantee that recovery to any garage will be
during opening hours, or that repairs can start immediately.
Whilst they will try to check that the garage will do the type of
repairs required, the RAC cannot guarantee this. They won’t take
responsibility for repairs carried out at any garage and the contract
for such repairs will be between you and the garage/repairer.
14. During extreme weather, riots, war, civil unrest, industrial disputes,
the RAC’s services can be interrupted. They will resume their
service to you as soon as they can in these circumstances.
15. The cost of the following is not covered by this RAC
Breakdown Cover:
a) specialist equipment;
b) ferry charges for the vehicle and the RAC’s vehicle;
c) any damage to glass even if the damage means the vehicle
cannot be legally or safely driven. The RAC will arrange
transport to a local garage so you can arrange to get your
vehicle fixed but you will have to pay for this;
d) spare tyres and wheels and repairing or sourcing them;
e) recovery by someone other than RAC even if this is requested
by the emergency services; or
f) the RAC will only provide recovery once instructed to do so by
the emergency services.
16. In handling any claim there may be more than one option
available to the driver under this RAC Breakdown Cover. The
RAC will decide which is the most appropriate option based on
the expertise of the RAC in breakdown situations. In doing so the
RAC will act in consultation with the driver, and act reasonably at
all times.
17. Your vehicle mustn’t be used for hire and reward and/or
courier services.

RAC Breakdown Cover Policy 41

 18. This RAC Breakdown Cover does not cover:
a) routine servicing, maintenance or assembly of the vehicle;
b) caravan or trailers, except as described under Section A;
c) breakdowns resulting from activities that aren’t subject to the
normal rules of the road, such as rallies, stock car racing, use of
the Nürburgring or other formal or informal race events;
d) breakdowns that happen off the public highway to which the
driver or the RAC have no legal access;
e) your vehicle if it isn’t legally taxed, insured and holding a valid
MOT which is required by law or is not being used in line with
the manufacturer’s guidelines;
f) vehicles that aren’t in a roadworthy condition. If the RAC
consider, acting reasonably, that your vehicle isn’t in a legal or
roadworthy condition, they can refuse to provide service. If
you can demonstrate that your vehicle is roadworthy the RAC
will provide service;
g) any claim that is or may be affected by the influence of alcohol
or drugs;
h) any breakdown that’s caused by or as a result of vehicle theft
or fire or any driver induced fault; or
i) any claim under this RAC Breakdown Cover where the
breakdown was first reported to the RAC under a
different policy.
19. If the driver is asked to review and approve a document
recording the condition of the vehicle, including an electronic
form, it’s their responsibility to make sure that the record is
accurate and complete, and the RAC won’t be responsible for
any errors or omissions.

42 RAC Breakdown Cover Policy

Additional benefits
The following are provided at no additional charge:

Service in the Republic of Ireland

If your vehicle has broken down in the Republic of Ireland, the RAC
will provide a Roadside attendance service only, as described under
Section A (Roadside). If your home address is in Northern Ireland
and you have purchased Section B (Recovery), the RAC will recover
your vehicle to your home or to another destination in Northern
Ireland if the distance is less.

Urgent message relay

If your vehicle has broken down and the driver needs to get in
touch with friends and family urgently, the RAC will get a message
to them.

Replacement driver
If the driver becomes ill during a journey in the UK and no one in the
party can drive your vehicle, the RAC may be able to provide a
replacement driver. This service is discretionary, and the RAC will
decide whether or not to provide this service.

Additional services
The RAC can provide additional services that are not included in
your RAC Breakdown Cover but the RAC will charge you for these,
for example to:
1. Purchase the parts you need to get on your way;
2. Pay for specialist equipment to complete the repairs;
3. Extend the hire time for a hire car; or
4. Arrange a second or extended recovery.

RAC Breakdown Cover Policy 43

 If you need extra help, the RAC will agree the costs up front and will
need full payment before the RAC can help. If you took out the RAC
Breakdown Cover, you will be responsible for any additional charges
so if the RAC help someone under your RAC Breakdown Cover and
they cannot pay, the RAC will invoice you. This is why the RAC
request proof of identity at the breakdown.

Cancellation of your RAC Breakdown Cover

This section contains important notes about your rights, and the
RAC or Hastings Direct’s rights, to cancel this policy. You must read
these notes carefully. To cancel this cover, please contact
Hastings Direct.

Your rights to cancel this policy

You have the right to cancel this policy within 14 days of taking it out
or renewing it (or within 14 days of receiving the policy documents or
renewal schedule, if later), without giving a reason. This is called the
‘cooling-off period’.
If you do this, we will cancel the policy with immediate effect from
the day you request the cancellation and a pro-rata refund of the
premium will be given, as long as no claim has been made. If a claim
has been made no refund will be given.
After this cooling off period you can still cancel this policy at any time
by giving notice to Hastings Direct. You will be given a pro rata
refund based on the time you were on cover.
When you cancel your Hastings Direct car policy, this policy will also
be cancelled.

Our rights to cancel your policy

The RAC or Hastings Direct can give you seven days’ notice of
cancellation if we have a valid reason. The RAC or Hastings Direct,
can cancel your policy at any time by sending you seven days’
written notice to the last postal or email address on our system,
stating why the policy has been cancelled.

44 RAC Breakdown Cover Policy

Valid reasons may include but are not limited to:
• You fail to pay the premiums, or if you are paying in instalments
by direct debit, you fail to pay Hastings Direct
• You don’t keep to the terms and conditions of this policy in any
significant way
• You don’t co-operate with our representatives or advisers
• You use threatening or abusive behaviour or language, or
intimidate or bully our staff or suppliers in connection with
this policy
• You refuse to allow reasonable access to your vehicle and any
information which the RAC require in order to provide the
services you have requested under this policy
• The RAC are prevented from providing cover under this policy
by law or other reason
• You repeatedly, or seriously, break the terms of this policy.

If your policy is cancelled, by us:

• A pro-rata refund of the premium will be given, as long as no
claim has been made
• If you have made a claim during the period of insurance, no
refund of the premium will be given.
If you are paying by instalments and a claim has been made, you will
have to pay the balance of the annual premium .

We can cancel without giving you any notice

If you make, or try to make, a fraudulent claim under this policy, or if
the RAC reasonably suspect fraud, the RAC or Hastings Direct,
have the right to cancel your policy without giving you notice and
without refunding your premium. If your car insurance to which this
cover is attached is cancelled, this policy will also be cancelled at the
same time.

RAC Breakdown Cover Policy 45

 Misuse of RAC Breakdown Cover
Each Driver and all Passengers must not:
1. Behave inappropriately towards us, including acting in a
threatening or abusive manner, whether verbally or physically;
2. Persuade or attempt to persuade the RAC into a dishonest or
illegal act;
3. Fail to tell the RAC important facts about a breakdown in order
to obtain a service;
4. Provide false information in order to obtain a service;
5. Knowingly allow someone that is not covered by your
RAC Breakdown Cover to try and obtain a service under this
RAC Breakdown Cover;
6. Pay for additional services or goods in the knowledge that the
payment has or will fail, with no intention of providing
alternative payment.

If these conditions are not complied with, the RAC may:

1. Refuse to provide any services to you under this
RAC Breakdown Cover with immediate effect;
2. Immediately cancel this RAC Breakdown Cover; and
3. Refuse to sell any RAC Breakdown Cover or services to you in
the future.
The RAC may also take any of the additional steps as set out above if
any claim is found to be fraudulent in any way. The RAC Breakdown
Cover will be cancelled with effect from the date of the fraudulent
act, and the fraudulent claim forfeited. A refund of premium will not
be paid. Hastings Direct will notify you in writing if the RAC decide
to take any of the above steps.

Renewal of RAC Breakdown Cover

Your RAC Breakdown Cover will continue when you renew your
existing associated motor insurance policy and will be detailed in
your cover summary.

46 RAC Breakdown Cover Policy

Changes to your details
You must let Hastings Insurance Services Limited know
immediately if you need to change anything on your
RAC Breakdown Cover.
Hastings Insurance Services Limited can be contacted by phone,
post, or email.
Telephone: 0333 321 9801
Post: Hastings Insurance Services Limited, Conquest House,
Collington Avenue, Bexhill-on-Sea, East Sussex TN39 3LW.
Email: [email protected]
If you change your vehicle, you must call Hastings Insurance
Services Limited to update your details. If you don’t, you might not
be covered.
The RAC will not change your RAC Breakdown Cover into someone
else’s name. If you cancel your RAC Breakdown Cover for any
reason, the whole RAC Breakdown Cover will be cancelled and you
and any other named drivers as detailed in your cover summary will
no longer be covered by the RAC.
All communications from Hastings Insurance Services Limited or
the RAC shall be considered to have been received if sent to your
last known postal or email address.

Complaints
The RAC are committed to providing excellent service. However,
the RAC realise there are occasions when you feel you did not
receive the service you expected. If you are unhappy with the
services relating to this RAC Breakdown Cover such as services at
or following a breakdown, or the included benefits please contact
the RAC as follows:
Complaints relating to your Breakdown Claim:
0330 159 0337 (freephone)
In writing: RAC Financial Services Limited, Great Park Road,
Bradley Stoke, Bristol BS32 4QN.
Email: [email protected]

RAC Breakdown Cover Policy 47

 Complaints relating to the sales and administration of your
RAC Breakdown Cover:
0333 321 9677 (freephone)
In writing: Customer Services Department, Hastings Insurance
Services Ltd, Conquest House Collington Avenue,
Bexhill-on-Sea, East Sussex TN39 3LW.
Email: [email protected]
A dispute relating to goods or services sold online can also be
submitted to the European Commission Online Dispute Resolution
Service (“ODR”) via their website: www.ec.europa.eu/consumers/odr/.
The ODR is a platform which helps customers who have purchased
goods or services online in the EU if a dispute arises. The ODR
platform will send your complaint to a certified Alternative Dispute
Resolution Provider who works with the parties to solve the problem.
For qualifying financial services products purchased in the UK this will
be the UK’s Financial Ombudsman Service.

Financial Ombudsman Service

If the RAC can’t resolve your complaint to your satisfaction under the
complaints process set out above, you may in certain circumstances
be entitled to refer your complaint to the Financial Ombudsman
Service at the following address:
The Financial Ombudsman Service, Exchange Tower,
London E14 9SR.
Email: [email protected]
Telephone: 0800 023 4567 or 0300 123 9123
www.financial-ombudsman.org.uk
The Financial Ombudsman Service will only consider your complaint
once you have tried to resolve it with the RAC if it is about a claim or
Hastings Direct if it is about the sale or your RAC Breakdown Cover.
Using this complaints procedure will not affect your legal rights.

48 RAC Breakdown Cover Policy

Financial Services Compensation Scheme
RAC Insurance Limited is covered by the Financial Services
Compensation Scheme (FSCS). If it can’t meet its obligations under
the relevant sections of cover, you may be entitled to compensation
from the FSCS.
Further information about FSCS arrangements is available from the
FSCS website www.fscs.org.uk, or by writing to:
Financial Services Compensation Scheme
PO Box 300, Mitcheldean GL17 1DY.
Or by calling: 0800 678 1100
The cover provided by RAC Motoring Services under this
RAC Breakdown Cover is not covered by the FSCS.

Law
The parties are free to choose the law applicable to this
RAC Breakdown Cover. Unless specifically agreed to the contrary,
this contract will be subject to the laws of England and Wales.
Unless otherwise agreed, the contractual terms and conditions
(including this RAC Breakdown Cover and the cover summary
and other information relating to this contract) will be in English.

RAC Breakdown Cover Policy 49

 Your privacy
Your privacy is important to Hastings Insurance Services Limited
and the RAC and we go to great lengths to protect it. Details of the
data we hold about you are set out in Hastings Insurance Services
Limited’s privacy notice. The privacy notice tells you about the
personal data the RAC, as a product provider, and Hastings
Insurance Services Limited hold about you, so a quote or insurance
policy can be provided to you. It explains how the RAC and Hastings
Insurance Services Limited may collect, use and share your details
and tells you about your rights under data protection laws.
You’ll find the privacy notice at
www.hastingsdirect.com/privacy-notice but if you’d prefer
a paper copy, please contact the customer relations team
by phone: 0333 321 9677 or
by email: [email protected].
The data protection team is responsible for overseeing questions in
relation to the privacy notice, including any requests to exercise your
legal rights under data protection laws. You can contact them at:
Data Protection Team, Hastings Insurance Services Limited,
Conquest House, Collington Avenue, Bexhill-on-Sea TN39 3LW.
Email: [email protected]
Please make sure to include your full name, policy and/or quote
number if applicable, address and date of birth.
If you would like a list of all RAC group companies, please write to or
email the RAC’s Data Protection Officer.
Please contact the RAC if you would like a copy of this RAC
Breakdown Cover in another format such as in large print or on
audio disc.

50 RAC Breakdown Cover Policy

Personal Accident Insurance
Arranged by: Hastings Insurance Services Limited (trading as
Hastings Direct), Conquest House, Collington Avenue,
Bexhill-on-Sea, East Sussex, TN39 3LW.
Please read this document carefully. Please contact Hastings
Insurance Services Limited with any questions, making sure to quote
the client reference number shown in your documents.

Eligibility criteria
1. That the insured person is normally resident in the
United Kingdom;
2. The insured person is under 80 years of age;
3. The insured vehicle must not be used for hire or reward, racing
competitions, rallies, trials, speed testing or for any purpose in
connection with the motor trade, haulage or courier services,
minibus, private or public hire or professional driving instruction;
4. Any insured person driving or travelling in the insured vehicle
must be wearing a seatbelt when they have to by law;
5. The insured person must not be riding a motorcycle or moped.

The contract of insurance

This document and your cover summary form a legally binding
contract of insurance between you and us. The contract does not
give, or intend to give, rights to anyone else. No one else has the
right to enforce any part of this contract.
The insurance provided by this document covers death or disability
that happens during any period of insurance for which you’ve paid,
or agreed to pay, the premium. This insurance is provided under the
terms and conditions contained in this document or in any
endorsement applying to it.

Personal Accident Insurance 51

 This Policy Wording and your cover summary are issued to you by
Hastings Insurance Services Limited in their capacity as agent of the
insurers (Canopius Managing Agents Limited) under contract
reference (UMR) shown below. In exchange of your paying the
premium, you are insured in accordance with the Terms & Conditions
contained in these documents (and any amendments made to them)
for the duration of your policy.
Language: This insurance is written in English and all
communications about it will be in English.
Governing law: The cover referred to in this policy is subject to
English law.
Insurer: Lloyd’s syndicate 4444, managed by Canopius
Managing Agents Limited.
Period of This policy runs alongside your car insurance
insurance: policy and will remain in force for the same
period, subject to your premium being paid.

52 Personal Accident Insurance

Meaning of words
To help you understand the details of your cover, here are
definitions of some of the key terms in your policy. Wherever
these words or phrases appear in bold in this document, they
will always have the following meanings:
Accident
A sudden, unexpected, violent and external
specific event which happens during the
time of cover, at an identifiable time and
place and which causes bodily injury.
Assault A sudden, unexpected, unusual, specific
event caused by an unknown third party with
deliberate intent to cause bodily injury at an
identifiable time and place following a road
incident within the territorial limits.
Bodily Injury An identifiable physical injury to an insured
person’s body, caused directly and solely by
an accident and independently of illness, or
disease or any other cause except illness
directly resulting from that physical injury
which results in an insured person’s death
or disability within 12 months of the date of
the accident.
Canopius Canopius Managing Agents Limited
Managing Agents Registered office: Gallery 9, One Lime Street,
Limited London, EC3M 7HA. Registered in England
and Wales No. 01514453 is authorised by the
Prudential Regulation Authority and
regulated by the Financial Conduct
Authority and the Prudential
Regulation Authority.
Car Jacking  he unlawful theft or seizing of the insured
T
vehicle by violence and force whilst an
insured person occupies it.

Personal Accident Insurance 53

 Cover Summary 
The document which describes the level of
cover you’ve bought plus any other details
of your policy that are specific to you.
Emergency Dental Emergency treatment to sound and natural
Treatment teeth within seven days of the incident.
Europe Any country that is a member of the
European Union and Iceland, Norway,
Switzerland, Liechtenstein, Andorra and
Serbia. This cover only applies if your
permanent home is the United Kingdom
and your visit to any of these countries
is temporary.
Fracture  complete or incomplete break in a
A
bone resulting from the application of
excessive force.
Hospital  lawful establishment (other than a
A
convalescent nursing or rest home or
convalescent nursing self-care or rest
sections unit of a hospital) which has
accommodation for resident patients with
organised facilities for diagnosis and major
surgery and which provides a 24 hour a day
nursing service by registered nurses.
Insured Person You and any other person entitled to drive

the insured vehicle and up to six passengers.
Insured Vehicle Any private motor car or small commercial
vehicle defined in your current motor
insurance policy certificate and schedule.
Loss of Hearing Total and permanent loss of hearing.
Loss of Limb(s) The loss of a hand or foot by physical
severance or total loss of use of an entire
hand or foot.

54 Personal Accident Insurance

Loss of Sight The permanent and total loss of sight, which
we consider as having happened:
• in both eyes, if an insured person’s name is
added to the Register of Blind Persons on
the authority of a fully qualified ophthalmic
specialist; or
• in one eye if, after correction, the degree of
sight an insured person has left in that eye
is 3/60 or less on the Snellen Scale
(meaning they can see at three feet what
they should be able to see at 60 feet).
Loss of Speech Total and permanent loss of speech.
Loss of Use The total and irrecoverable loss of use where
the loss is continuous for 12 months and such
loss of use is deemed permanent and
beyond possibility of improvement.
Medical A legally-qualified medical practitioner
Practitioner other than you, your partner, or a member of
your immediate family.
Osteoporosis The thinning of the bone out of proportion
to age.
Permanent Total Which entirely prevents an insured person
Disablement from working in any business or occupation
of any and every kind and which after a
period of 12 months from the date of
disablement, in the opinion of a medical
practitioner, shows no sign of
ever improving.
For a child – this means bodily injury which
completely prevents you from being in
full-time education for 12 continuous
months and which, at the end of that period,
shows no signs of ever improving and leaves
you without the prospect of being able to do
any paid work or of being able to support
yourself financially.

Personal Accident Insurance 55

 Territorial Limits Great Britain, Northern Ireland, the Isle of Man
and the Channel Islands and up to 90 days in
Europe during the period of insurance.
We/Us/Our  loyd’s syndicate 4444 managed by
L
Canopius Managing Agents Limited.
You/Your The policyholder.

Claims procedure
If you need to make a claim, please contact:
Roger Rich and Co. Loss Adjusters, 2A Marston House, Cromwell
Park, Chipping Norton, Oxfordshire, OX7 5SR.
Tel: 01608 641351
Email: [email protected].
Unique market reference
As part of the procedures in the Lloyd’s insurance market, all policies
underwritten by Lloyds have to be identified by a unique market
reference (UMR). If you need to make a claim you should quote the
relevant UMR. This is the UMR that relates to your policy.

Your policy started Unique market

or renewed reference (UMR)

2023 B6839A10720KAA

56 Personal Accident Insurance

The cover
If an insured person suffers bodily injury sustained in a road traffic
accident whilst driving or travelling in the insured vehicle during the
period of insurance and within the territorial limits and which results
in any of the following we will pay:

Immediate Benefits

Persons
below 16
Insured Event Benefit
years
of age

1. Accidental Death £100,000 £7,500

2. Total and irrecoverable loss of sight in

£100,000 £20,000
one or both eyes

3. Loss of a limb or limbs £100,000 £20,000

4. Loss of hearing £100,000 £20,000

5. Loss of speech £100,000 £20,000

6. Permanent total disablement £100,000 £20,000

Bodily injury(ies) which temporarily

7.  £100 per day £100 per day
prevent you from engaging in a up to a up to a
substantial part of your usual occupation maximum maximum
or normal daily activity. of 90 days of 90 days

Additional benefits in the event of road

Benefit Excess
rage assault or ‘Car Jacking’

1. Hospital daily cash benefit in the event of

£100 a day £0
assault

2. Emergency dental treatment in the

Up to £250 £25
event of assault

Personal Accident Insurance 57

 Fractures
Should the bodily injury(ies) sustained in a road traffic accident
whilst driving or travelling in the insured vehicle result in a fracture
we will pay £1,000 per fractured bone to a maximum of £5,000
in all.
The maximum we will pay for fractures to each single bone is
£1,000, regardless of how many fractures that bone sustains.

Aftercare benefits
Should the bodily injury(ies) sustained in a road traffic accident
whilst driving or travelling in the insured vehicle require on the
advice of your medical practitioner the following Aftercare Benefits,
we will pay;
Physiotherapy: up to £1,000 in all
Counselling: up to £1,000 in all
Home Help Benefit: up to £1,000 in all and not exceeding
£250 per week
These Aftercare Benefits must be provided by a recognised
reputable supplier within six months of the accident. For you to
claim any of these benefits we will need you to supply a copy of an
invoice for these services.
Out of Pocket Expenses: up to £1,000 in all and not exceeding
£250 per week for expenses incurred as a
result of your injury for assistance to
enable you to go about your usual daily
activities, such as transport costs, parking
fees and childcare that are required as a
result of your accident.
To claim for Out of Pocket Expenses you’ll need to provide receipts
or other evidence of expenditure and an explanation of why these
have been incurred because of your injury. Entitlement to this
benefit ceases six months after the date of the accident.

58 Personal Accident Insurance

Exclusions

We won’t pay the following:

• Any amount over the maximum accumulation limit of £728,000
• We won’t pay more than £100,000 to any one insured person, or
£20,000 if the insured person is under 16 years of age, plus any
of the Aftercare Benefits shown, or
• The sum insured for insured event 1 if the bodily injury does not
lead to death within 12 months of an accident
• The sum insured for insured events 2 to 5 if the loss results in
death within 12 months of an accident
• The sum insured for insured event 6 if the disability results in
death within 12 months of an accident
• Claims arising from physical or mental conditions or disabilities of
a recurring or chronic nature from which the insured person(s)
suffered and was known to suffer, prior to the start of
the insurance
• Hospital daily cash benefit in the event of assault for more than
30 days and for the first night unless two or more nights are spent
in hospital
• Where the insured person deliberately exposes themselves to
exceptional danger (except in an attempt to save human life), or
the insured person’s own criminal act, or is under the influence
of alcohol or drugs.
This insurance does not cover loss, damage, death or disablement
directly or indirectly arising out of or consequent upon or
contributed to by:
• An insured person committing or attempting to commit suicide
or intentionally inflicting self-injury, while sane or insane
• Provoked assault or fighting (except in bona fide self-defence).
• Any matrimonial or family dispute
• War, riot or civil disturbance, act of foreign enemy (whether war is
declared or not), civil war, revolution, power seized unlawfully,
terrorism, nuclear, chemical or biological materials being released
or escaping, or any other similar event.

Personal Accident Insurance 59

 For the purpose of this exclusion, terrorism means an act, or acts, of
any person or group committed for political, religious or similar
purposes, with the aim of influencing any government or putting the
public, or any section of the public, in fear. Terrorism can include, but
is not limited to, using, or threatening to use, force or violence.
The people who carry out acts of terrorism can either be acting
alone, or acting on behalf of, or in connection with, any organisation
or government. If any part of this exclusion is found not valid, or we
cannot enforce any part of it, the rest will still apply.

Exclusions applicable to fracture benefit:

We won’t pay any claim caused by or contributed to by osteoporosis
where this condition has been diagnosed and made known to the
insured person prior to the fracture.
We won’t pay claims for broken teeth, or nails.

Conditions

Claims
When a claim or possible claim occurs, you, or an insured person,
must tell us as soon as possible. You, or the insured person, must
get, and act on, advice from a registered medical practitioner and
have any medical examination that we ask and pay for. You or any
insured person must give us (at your, or their, own expense) any
documents, information, and evidence we need. If an insured
person dies, we will be entitled to ask for, at our expense, a post
mortem examination.

Fraudulent claims
You must not act in a fraudulent manner. If you or anyone acting
for you:
• Make a claim under the policy knowing the claim to be false or
fraudulently exaggerated in any respect; or
• Make a statement in support of a claim knowing the statement to
be false in any respect; or

60 Personal Accident Insurance

 • Submit a document in support of a claim knowing the document
to be forged or false in any respect; or
• Make a claim in any respect of any theft loss or damage caused
by your willful act;
Then we:
• Won’t pay the claim;
• May declare the policy void and retain the premium;
• May inform the police.

Aggravated physical disability

If the consequence of an injury is aggravated by a physical disability,
or condition of an insured person, which existed before the accident
occurred, we’ll ask a medical practitioner to assess the effects that
this condition has on your bodily injury. The amount of any benefit
payable under this insurance in respect of the consequences of the
accident, shall be the amount which is reasonably considered by the
medical practitioner would have been payable, if such consequences
had not been so aggravated.

Cancellations
This section contains important notes about your rights, and our
rights, to cancel this policy. You must read these notes carefully.
To cancel this cover, please contact Hastings Direct.

Your rights to cancel this policy

You have the right to cancel this policy within 14 days of taking it out
or renewing it (or within 14 days of receiving the policy documents or
renewal schedule, if later), without giving a reason. This is called the
‘cooling-off period’.
If you do this, we will cancel the policy with immediate effect from
the day you request the cancellation and a pro-rata refund of the
premium will be given, as long as no claim has been made. If a claim
has been made no refund will be given.

Personal Accident Insurance 61

 After this cooling off period you can still cancel this policy at any time
by giving notice to Hastings Direct. You will be given a pro rata
refund based on the time you were on cover.
When you cancel your Hastings Direct Car policy, this policy will also
be cancelled.

Our rights to cancel your policy

We can give you seven days’ notice of cancellation if we have a valid
reason. We, or Hastings Direct, can cancel your policy at any time by
sending you seven days’ written notice to the last postal or email
address on our system, stating why the policy has been cancelled.

Valid reasons may include but are not limited to:

• You fail to pay the premiums, or if you are paying in instalments
by direct debit, you fail to pay Hastings Direct
• You don’t keep to the terms and conditions of this policy in any
significant way
• You don’t co-operate with our representatives or advisers
• You use threatening or abusive behaviour or language, or
intimidate or bully our staff or suppliers in connection with
this policy
• You refuse to allow reasonable access to your vehicle and any
information which we require in order to provide the services
you have requested under this policy
• We are prevented from providing cover under this policy by law
or other reason
• You repeatedly, or seriously, break the terms of this policy.
If your policy is cancelled, by us:
• A pro-rata refund of the premium will be given, as long as no
claim has been made
• If you have made a claim during the period of insurance, no
refund of the premium will be given.
If you are paying by instalments and a claim has been made, you will
have to pay the balance of the annual premium.

62 Personal Accident Insurance

We can cancel without giving you any notice
If you make, or try to make, a fraudulent claim under this policy, or if
we reasonably suspect fraud, we or Hastings Direct, have the right to
cancel your policy without giving you notice and without refunding
your premium.
If your car insurance that this cover is attached to is cancelled, this
policy will also be cancelled at the same time.

Your privacy
Your privacy is important to Hastings Insurance Services Limited and
us and we go to great lengths to protect it. Details of the data we
hold about you are set out in Hastings Insurance Services Limited’s
privacy notice. The privacy notice tells you about the personal data
we, as a Product Provider, and Hastings Insurance Services Limited
hold about you, so we can provide you with a quote or insurance
policy. It explains how we and Hastings Insurance Services Limited
may collect, use and share your details and tells you about your
rights under data protection laws. You will find the privacy notice at
www.hastingsdirect.com/privacy-notice but if you would prefer a
paper copy, please contact the customer relations team
by phone: 0333 321 9677 or
by email: [email protected].
The data protection team is responsible for overseeing questions in
relation to the privacy notice, including any requests to exercise your
legal rights under data protection laws.
You can contact them at: Data Protection Team
Email address: [email protected]
Postal address:
Hastings Insurance Services Limited,
Conquest House,
Collington Avenue,
Bexhill-on-Sea
TN39 3LW
Please make sure to include your full name, policy and/or quote
number if applicable, address and date of birth.

Personal Accident Insurance 63

 Caring for our customers
In the unlikely event that you’re still unsatisfied or if you want to
contact the insurer directly, you can write to the Head of Personal
Accident and Travel at Canopius Managing Agents Limited at
Gallery 9, One Lime Street, London, EC3M 7HA. When you do this,
please quote your insurance document number, as it will help us to
deal with your complaint promptly.
After this action, if you’re not satisfied with the way that your
complaint has been handled, you may ask the Policyholder & Market
Assistance department at Lloyd’s to review your case. The address is
Policyholder and Market Assistance, Lloyd’s Fidentia House, Walter
Burke Way, Chatham Maritime Kent. ME4 4RN.
Tel: 020 7327 5693.
Email: [email protected].
If you’re still not satisfied, you may refer your complaint to the
Financial Ombudsman Service (FOS). See the back of this document
for details.
As we are members of the Financial Services Compensation Scheme
(FSCS), you may be entitled to compensation from the scheme if we
can’t pay out all valid claims under this insurance. This depends on
the type of business and the circumstances of the claim. The scheme
will cover 90% of the claim with no upper limit. For types of insurance
you must have by law (such as third party insurance for motor
claims), the scheme will cover the whole claim. You can get more
information about the scheme from the FSCS or you can visit their
website at www.fscs.org.uk.
This does not affect your right to take legal action if necessary.

64 Personal Accident Insurance

Key Protection Insurance
This is your Key Protection Policy. This document sets out the terms
and conditions of your cover and it is important that you read it
carefully. If there is anything you do not understand, please contact
Keycare on 0333 321 9698.
This policy is arranged by Hastings Direct and is underwritten by
AA Underwriting Insurance Company Limited registered in Gibraltar
under company number 106606, whose registered office is at 2/1
Waterport Place, 2 Europort Road, Gibraltar, GX11 1AA. The insurer
is authorised and regulated by the Gibraltar Financial Services
Commission – licence number FSC0147FSA.
This policy is administered by Key Care Limited, a company
registered in England and Wales under company number 1309093,
whose registered office is at 2-3 Quayside House, Quayside, Salts
Mill Road, Shipley, West Yorkshire, BD18 3ST (referred to in this
Policy as “Keycare”). Keycare is authorised and regulated by the
Financial Conduct Authority – registration number 309514.

Important
Keycare will provide you with assistance by arranging key or lock
repair or replacement, or onward transportation as appropriate.
Should you choose not to use the Keycare locksmith network, you
will be responsible for all costs in the first instance and Keycare will
reimburse these costs once your claim has been validated.
Reimbursement is subject to you providing the original invoice(s),
receipt(s) and any relevant crime reference number and complying
with all other terms and conditions of this insurance. All costs outside
of the terms of this policy must be met and paid for by you.
We recommend you read this policy carefully to check your cover.
If there is anything you do not understand, please contact Keycare.

Key Protection Insurance 65

 This policy will cover
In the event of any of the insured incidents, Keycare will arrange
the replacement of your keys and locks, opening of safes or
onward transportation.

How to claim
Please read the ‘Insured incidents’, ‘Claims conditions’ and
‘Exclusions’ sections to ensure the incident is covered under the
terms of this policy.
You must report any claim to Keycare as soon as possible.
To make a claim call 0333 321 9698. When the claim has been
authorised Keycare will send you two copies of the Statement of
Facts based on the information you have supplied. This is the
information Keycare will use to handle your claim so it is your
responsibility to ensure it is correct.
You must submit valid invoices/receipts (in respect of expenditure
authorised by Keycare), together with one copy of the Statement of
Facts and any necessary supporting documents, to Keycare within
120 days of the insured event.
If you have got any queries or for further information please
telephone the helpline on: 0333 321 9698.

66 Key Protection Insurance

Meaning of words
To help you understand the details of your cover, here are
definitions of some of the key terms in your policy. Wherever
these words or phrases appear in bold in this document, they
will always have the following meanings:
Keycare  his policy is administered by Key Care
T
Limited, a company registered in England
and Wales under company number
1309093, whose registered office is at 2-3
Quayside House, Quayside, Salts Mill Road,
Shipley, West Yorkshire, BD18 3ST (referred
to in this Policy as “Keycare”). Keycare is
authorised and regulated by the Financial
Conduct Authority – registration
number 309514.
Cover Summary The document which describes the level of
cover you have bought plus any other details
of your policy that are specific to you.
Home Your main and permanent place of

residence in the United Kingdom,
comprising a private dwelling (for example:
house, bungalow, maisonette or flat) used
for domestic purposes only, including any
garages, outbuildings, sheds and gates
surrounding or next to your home.
Keys Your vehicle (including reprogramming of

immobilisers and alarms), home and office
keys (including security safe).
Locks The locks associated with the keys.
Locksmith Charges relating to work carried out by
Charges a locksmith.
Locksmith/ A locksmith on the Keycare Panel.
Locksmith
Network

Key Protection Insurance 67

 Period of Insurance 
This policy will run concurrently with your
Hastings Direct car insurance for a maximum
of 12 months, as detailed in your cover
summary. If cover under your Hastings
Direct car insurance ceases for any reason
the cover under this policy will also end.
Policyholder The first person named on the
cover summary.
Policy Limit(s)  he total amount payable in respect of each
T
insured incident and in total for all insured
incidents in any one year is £1,500
including VAT.
Start Date The date your cover starts under this policy
shown in your cover summary.
Insurer/We/ The insurer is AA Underwriting Insurance
Us/Our Company Limited registered in Gibraltar
under company number 106606, whose
registered office is at 2/1 Waterport Place, 2
Europort Road, Gibraltar, GX11 1AA. The
insurer is authorised and regulated by the
Gibraltar Financial Services Commission –
licence number FSC0147FSA.
You/Your
The first person named on the cover
summary or any immediate member of the
policyholder's family residing atthe same
address as the policyholder during the
period of insurance.

68 Key Protection Insurance

Premium payment
You must pay a premium to Hastings Direct. The policy will start on
the start date and will last until one of the criteria set out under
'Termination of Cover' is met.

Insured incidents
1. Theft, damage or loss of your keys - if your vehicle, home, or
office keys are stolen, damaged or lost anywhere in the UK,
including the Channel Islands and the Isle of Man, upon
validation of your claim the insurer will cover you for
replacement keys and locksmith charges up to the policy limit.
Please note all stolen keys must be reported to the police and a
crime reference number obtained.
2. Broken or locked-in keys - if your keys are locked in your
vehicle, home or office or broken in any lock denying you access
to your property, you must report this event to Keycare who will
arrange for a locksmith to attend the scene­. Upon validation of
your claim the insurer will cover you for replacement keys and
locksmith charges up to the policy limit.
3.  Stranded due to theft, damage or loss of keys - if you are
stranded more than 5 miles away from home by theft, damage or
loss of your vehicle keys and have no access to your vehicle we
will pay up to £75 per day including VAT for vehicle hire, for up to
3 days. As an alternative, public transport or taxi fares may be
payable. Keycare must be notified of the circumstances first and
any car hire must be arranged through them.

Claim conditions
1. All lost, damaged or stolen keys or keys broken in a lock must be
reported to Keycare on 0333 321 9698 as soon as possible.
2. The police must be notified of all stolen keys as soon as possible
and a crime reference number obtained.

Key Protection Insurance 69

 3. If you choose not to use the Keycare locksmith network, all
costs for any services rendered must be met by you and you must
forward the original detailed invoice(s), receipt(s) and crime
reference to Keycare as soon as possible. Providing your claim is
within the terms of this policy Keycare will validate your claim
and we will reimburse your outlay up to the policy limits.
4. Claims for reimbursement of public transport or taxi fares will be
assessed individually. For long journeys, of 15 miles and over, the
mode of transport should be a bus or train unless you are
physically unable to use public transport. For short journeys, of
up to 15 miles, a taxi would be acceptable. All receipts and tickets
must be retained.
5. You must take care to avoid anything which may result in a claim
under this policy.

Exclusions
1. Any claim for theft of keys which is not reported to the police and
where a crime reference number is not obtained.
2. Any claims where you cannot provide valid invoices, receipts
or tickets.
3. Any car hire not arranged via Keycare.
4. Any claim for replacing locks when only parts need changing.
5. Any claim for damage to locks by wear and tear, mechanical or
electrical breakdown, cleaning, repairing, restoring or anything
which happens gradually.
6. Any claim for additional or duplicate keys.
7. Any claim for loss or damage caused by any act of war, invasion or
revolution, or acts of a similar nature.
8.  Locks that are damaged prior to the loss, damage or theft
of keys.
9. Replacement locks or keys of a higher standard or specification
than those replaced.
10. Charges or costs incurred where Keycare arranges for the
attendance of a contractor at a particular location and you fail
to attend.

70 Key Protection Insurance

11. Charges or costs incurred where you make alternative
arrangements with a third party once Keycare has instructed a
locksmith to attend a particular location unless otherwise agreed
by them.
12. Any loss of earnings or profit you may suffer as a result of loss or
theft of your keys or any keys broken in the lock.
13. Any claims arising from any deliberate or criminal act by you.
14. We will not provide cover, pay any claim or provide any benefit if
doing so would expose us to any sanction, prohibition or
restriction under United Nations resolutions or the trade or
economic sanctions, laws or regulations of the European Union,
United Kingdom or United States of America.

Geographical limits
This policy is only in effect within the boundaries of the United
Kingdom (UK) including the Channel Islands and the Isle of Man.

Termination of cover
This insurance cover shall automatically terminate immediately upon
the first to occur of the following:
• The expiry of the period of insurance;
• Upon a change of address from the one stated on your cover
summary where we haven’t been informed within one month of
your move date;
• Upon cancellation of the policy by you or us; or
• If you do not pay the premium.

Cancellations
This section contains important notes about your rights, and our
rights, to cancel this policy. You must read these notes carefully. To
cancel this cover, please contact Hastings Direct.

Key Protection Insurance 71

 Your rights to cancel this policy
You have the right to cancel this policy within 14 days of taking it out
or renewing it (or within 14 days of receiving the policy documents or
renewal schedule, if later), without giving a reason. This is called the
‘cooling-off period’.
If you do this, we will cancel the policy with immediate effect from
the day you request the cancellation and a pro-rata refund of the
premium will be given, as long as no claim has been made. If a claim
has been made no refund will be given.
After this cooling off period you can still cancel this policy at any
time by giving notice to Hastings Direct. You will be given a pro rata
refund based on the time you were on cover.
When you cancel your Hastings Direct Car policy, this policy will also
be cancelled.

Our rights to cancel your policy

We can give you seven days’ notice of cancellation if we have a valid
reason. We, or Hastings Direct, can cancel your policy at any time by
sending you seven days’ written notice to the last postal or email
address on our system, stating why the policy has been cancelled.
Valid reasons may include but are not limited to:
• You fail to pay the premiums, or if you are paying in instalments
by direct debit, you fail to pay Hastings Direct
• You don’t keep to the terms and conditions of this policy in any
significant way
• You don’t co-operate with our representatives or advisers
• You use threatening or abusive behaviour or language, or
intimidate or bully our staff or suppliers in connection with
this policy
• You refuse to allow reasonable access to your vehicle and any
information which we require in order to provide the services you
have requested under this policy
• We are prevented from providing cover under this policy by law
or other reason
• You repeatedly, or seriously, break the terms of this policy.

72 Key Protection Insurance

If your policy is cancelled, by us:
• A pro-rata refund of the premium will be given, as long as no
claim has been made
• If you have made a claim during the period of insurance, no
refund of the premium will be given.
If you are paying by instalments and a claim has been made, you will
have to pay the balance of the annual premium.

We can cancel without giving you any notice

If you make, or try to make, a fraudulent claim under this policy, or if
we reasonably suspect fraud, we or Hastings Direct, have the right to
cancel your policy without giving you notice and without refunding
your premium. If your car insurance to which this cover is attached is
cancelled, this policy will also be cancelled at the same time.

Changing your address

If you change your address from the one stated on your cover
summary, you must write, within one month, to Customer Services
Department, Hastings Direct, Conquest House, Collington Avenue,
Bexhill-on-Sea, East Sussex TN39 3LW or alternatively
telephone 0333 321 9801
or email [email protected].
All calls may be recorded for training, compliance, claims and
counter fraud purposes.

Law
The law that applies to this insurance policy is English law.

Fraud
All cover under this insurance is forfeited if a fraudulent claim is
made. Your policy will be immediately cancelled and no refund of
premium will be made.

Key Protection Insurance 73

 Your privacy
Your privacy is important to Hastings Insurance Services Limited and
us and we go to great lengths to protect it. Details of the data we
hold about you are set out in Hastings Insurance Services Limited’s
privacy notice. The privacy notice tells you about the personal data
we, as a Product Provider, and Hastings Insurance Services Limited
hold about you, so we can provide you with a quote or insurance
policy. It explains how we and Hastings Insurance Services Limited
may collect, use and share your details and tells you about your
rights under data protection laws. You will find the privacy notice at
www.hastingsdirect.com/privacy-notice but if you would prefer a
paper copy, please contact the customer relations team
by phone: 0333 321 9677 or
by email: [email protected].
The data protection team is responsible for overseeing questions in
relation to the privacy notice, including any requests to exercise your
legal rights under data protection laws.
You can contact them at: Data Protection Team
Email address: [email protected]
Postal address:
Hastings Insurance Services Limited,
Conquest House,
Collington Avenue,
Bexhill-on-Sea
TN39 3LW
Please make sure to include your full name, policy and/or quote
number if applicable, address and date of birth.

74 Key Protection Insurance

Questions or concerns?
If you have any concerns regarding the purchase of your policy
please contact Hastings Direct by:
Email: [email protected]
Phone: 0333 321 9801.
Post: Customer Relations Department, Hastings Direct, Conquest
House, Collington Avenue, Bexhill-on-Sea, East Sussex TN39 3LW.
It is the intention to give you the best possible service but if you do
have an enquiry or complaint relating to the terms and conditions of
this insurance policy you should contact: Complaints, Keycare,
2-3 Quayside House, Quayside, Salts Mill Road, Shipley, West
Yorkshire BD18 3ST.
Tel: 0345 303 0550.
Email: [email protected].
A representative will make sure the matter is investigated straight
away. Please quote the policy number which appears on your cover
summary in all correspondence so that you will be given an efficient
response. Calls will be recorded for training, compliance, claims and
counter fraud purposes.
If it is impossible to reach an agreement you have the right to
make an appeal to the Financial Ombudsman Service, Exchange
Tower, Harbour Exchange Square, London E14 9SR or
telephone 0800 023 4567.

Financial Services Compensation Scheme (FSCS)

AA Underwriting Insurance Company Limited and Key Care Limited.
are covered by the Financial Services Compensation Scheme
(FSCS). If we cannot meet our obligations you may be entitled to
compensation under the scheme. For this type of policy the scheme
covers at least 90% of any claim with no upper limit.
For further information see www.fscs.org.uk or
telephone 0800 678 1100.

Key Protection Insurance 75

 Hire Vehicle Insurance

Who is your insurer?

The cover under this section is administered by ARAG plc.
ARAG plc is registered in England number 02585818. Registered
address: 9 Whiteladies Road, Clifton, Bristol BS8 1NN. ARAG plc is
authorised and regulated by the Financial Conduct Authority firm
registration number 452369.
ARAG plc is a coverholder of the insurer ARAG SE Branch UK.
ARAG SE Branch UK is authorised and regulated by the
Bundesanstalt für Finanzdienstleistungsaufsicht (BaFin). Authorised
by the Prudential Regulation Authority. Subject to regulation by the
Financial Conduct Authority and limited regulation by the Prudential
Regulation Authority. Details about the extent of our regulation by
the Prudential Regulation Authority are available from us on request
(FRN: 210052).

Certification of cover
This policy document combined with your cover summary confirms
that this insurance is in effect between you and us. In return for
payment of the premium, the insurer agrees to insure you in line
with the terms and conditions set out in these documents.

76 Hire Vehicle Insurance

How to claim
You must report any incident which may give rise to a claim for a
hire vehicle under this cover without delay, by calling the helpline
on 0333 321 9802. Lines are open: 9am-5.30pm Monday to Friday.
If you have valid insurance in place and the claim is covered, you will
be provided with a hire vehicle within one working day of the claim
being accepted.
You must provide without delay all information requested in relation
to the incident.
You must provide any assistance required by us in connection with
the recovery of any costs incurred in the provision of a hire vehicle.
You must provide any assistance permitting us to take proceedings
in your name and/or assigning any rights against any such third party
to us or our representatives.

Hire Vehicle Insurance 77

 Meaning of words
To help you understand the details of your cover, here are
definitions of some of the key terms in your policy. Wherever
these words or phrases appear in bold in this document, they
will always have the following meanings:
Insured Vehicle 
The motor car or van (up to 3.5 tonnes)
insured under the motor vehicle
insurance policy.
Insurer ARAG SE Branch UK.
Motor Vehicle The motor vehicle insurance policy in
Insurance Policy conjunction with which this cover
was arranged.
Period of Insurance The terms of this policy that runs alongside
your motor vehicle insurance policy for a
period not exceeding twelve months.
Hire Vehicle  replacement car or van with a similar engine
A
capacity to the insured vehicle but no more
than 2,000cc. If the insured vehicle is a
7-seater, a 7-seater will be provided but no
more than 2,000cc or the replacement van
will not exceed a gross maximum weight of
3.5 tonnes.
Territorial Limits The United Kingdom.
We/Us/Our ARAG plc who is authorised under a binding
authority agreement to administer this
insurance on behalf of the insurer.
You/Your The person named as the “Insured” in the
motor vehicle insurance policy schedule to
which this policy attaches. Cover extends to
anyone legally driving the insured vehicle
with your consent.

78 Hire Vehicle Insurance

Your Cover
The insurer will pay for the costs of a hire vehicle if:
• Damage to the insured vehicle occurs within the territorial
limits as a result of a road traffic accident which is your fault that
renders the insured vehicle a total loss
• Damage by fire, attempted theft or vandalism renders the
insured vehicle a total loss (a write off), as determined or
accepted by your motor insurer, the Third Party insurer or by a
garage who is a member of the Vehicle Builders & Repairers
Association (VBRA) or Motor Vehicle Repairers Association
(MVRA) or another similar recognised body, within the
territorial limits
• The insured vehicle is stolen and not recovered from a location
within the territorial limits.
Where you meet all of the following requirements:
• You have paid the insurance premium in respect of this cover
and the applicable motor vehicle insurance policy
• You cooperate fully with us
• You keep to the terms of this policy and the applicable motor
vehicle insurance policy.
In the event of a valid claim under this cover, if we cannot provide a
hire vehicle, we will contribute towards your transportation costs at
a daily rate of £20 per day up to a maximum of £560 per individual
claim which you make in the period of insurance.
This policy will pay any otherwise covered claim involving the use
of or inability to use a computer, including devices such as smart
phones, tablets and wearable technology. This cover is subject to
all other policy terms.

Hire Vehicle Insurance 79

 Duration of cover benefit
• In the event of a total loss, reimbursement of the expenses for
hiring a hire vehicle for one continuous period from the date
a hire vehicle is first delivered to you until the date when you
receive a settlement in respect of the value of the insured
vehicle up to a maximum of 28 days. In order to reimburse
these costs, you must provide a write-off assessment given
by an expert and present the de-registration certificate of the
insured vehicle
• In the event of theft, cover will take effect 24 hours after said
theft has been report to the police and until recovery of the
insured vehicle for one continuous period up to a maximum
of 28 days. In order for the insurer to reimburse these costs,
you are required to present a copy of the police report
• At the end of the period for which a hire vehicle is made
available to you, you must immediately return the hire vehicle
in accordance with any instructions given by the provider of the
hire vehicle.

Exclusions
A hire vehicle will not be provided in any case where:
• The damage to the insured vehicle took place prior to the period
of insurance or more than 14 days before being reported to us
• You have failed at the time of reporting the incident or at any
other stage to disclose to us or any representative appointed by
us any facts relevant to the incident
• You do not have a valid motor vehicle insurance policy, valid
road fund licence or MOT for the insured vehicle or a valid
driving licence
• The insured vehicle was not in a roadworthy condition
immediately prior to the damage occurring
• The insurers under the motor vehicle insurance policy are
entitled to repudiate or avoid the motor vehicle insurance policy
or to refuse cover
• The damage to the insured vehicle results from any deliberate
or criminal act or omission or any other act or omission which
we reasonably believe to be of a fraudulent nature

80 Hire Vehicle Insurance

• The insured vehicle is damaged or stolen outside the
territorial limits
• Ionising radiations or contamination by radioactivity from any
nuclear fuel or from any nuclear waste from the combustion of
nuclear fuel
• Radioactive, toxic, explosive or other hazardous properties of any
explosive nuclear assembly or nuclear component thereof
• War, invasion, act of foreign enemy hostilities (whether war is
declared or not), civil war, rebellion, revolution, insurrection or
military or usurped power
• Pressure waves from aircrafts or other aerial devices travelling
at sonic or supersonic speed
• Any terrorist action (regardless of any other cause or event
contributing concurrently or in any other sequence to the
liability) or any action taken in controlling, funding preventing or
suppressing terrorist action. If the insurer alleges that by reason
of this exclusion any liability or loss is not covered by this policy,
the burden of proving the contrary shall be upon you
• A dispute where providing cover, payment of any claim or the
provision of any benefit where doing so would breach any
sanction, prohibition or restriction imposed by law or regulation.

Hire Vehicle Insurance 81

 Conditions
Failure to keep to any of these conditions may lead the insurer to
cancel your policy, or refuse to provide assistance.
• We will not be obliged to arrange the provision of a hire vehicle of
more than Category A or 2,000 cc. If you wish to upgrade to any
other vehicle the cost of the upgrade will be your responsibility.
• All hire vehicle(s) are provided subject to the following terms
and conditions:
• The terms and conditions of the provider of the hire vehicle.
These are available from the provider at the time the hire
vehicle is provided
• You must produce your original full driving licence when any
hire vehicle is provided
• You must disclose any driving penalty notices or convictions
before a hire vehicle is provided
• You must provide valid credit or debit card details before a hire
vehicle is provided
• You will be responsible for any fuel costs, fares, fines and fees
• You must pay a security/fuel deposit when the hire vehicle is
provided. This is refundable on return provided the hire vehicle
is free from damage and has the same amount of fuel as
when provided
• In the event of theft, attempted theft, vandalism or criminal
damage to the insured vehicle, you must provide a police crime
reference number before a hire vehicle can be provided
• No hire vehicle may be used outside the territorial limits
• We have the right to cancel this policy and/or decline to provide
the cover if:
• You do not hold a valid motor vehicle insurance policy in
respect of the insured vehicle at the time of the damage to the
insured vehicle
• Your motor insurers are entitled to avoid the motor vehicle
insurance policy or refuse cover.

82 Hire Vehicle Insurance

Disputes
If any dispute between you and us arises from this policy, you can
make a complaint to us as described under Complaints below and
we will try to resolve the matter. If we are unable to satisfy your
concerns you can ask the Financial Ombudsman Service to arbitrate
over the complaint.

Fraudulent claims
If you make any claim under the policy which is fraudulent or false,
the policy may become void and all benefit under it may be lost.

Jurisdiction
This policy will be governed by English Law.

Privacy statement
This is a summary of how we, on behalf of the insurer, collect,
use, share and store personal information. To view our full privacy
statement, please see our website www.arag.co.uk.

Collecting personal information

ARAG may be required to collect certain personal or sensitive
information which may include name, address, date of birth and if
appropriate medical information. We will hold and process this
information in accordance with all relevant data protection
regulations and legislation.
Should we ask for personal or sensitive information, we undertake
that it shall only be used in accordance with our privacy statement.
We may also collect information for other parties such as suppliers
we appoint to process the handling of a claim.

Using personal or sensitive information

The reason we collect personal or sensitive information is to fulfil our
contractual and regulatory obligations in providing this insurance
product, for example to process premium or handle a claim. To fulfil
these obligations, we may need to share personal or sensitive
information with other organisations.

Hire Vehicle Insurance 83

 We will not disclose personal or sensitive information for any
purpose other than the purpose for which it was collected.
Please refer to our full privacy statement for full details.

Keeping personal information

We shall not keep personal information for any longer than necessary.

Your rights
Any person insured by this policy has a number of rights in relation
to how we hold personal data including; the right to a copy of the
personal data we hold; the right to object to the use of personal
data or the withdrawal of previously given consent; the right to
have personal data deleted. For a full list of privacy rights and when
we will not be able to delete personal data please refer to our full
privacy statement.

Consumer Insurance Act

You are required by the provisions of the Consumer Insurance
(Disclosure and Representations) Act 2012 to take care to:
• Supply accurate and complete answers to all the questions we
or the administrator may ask as part of your application for cover
under the policy
• To make sure all information supplied as part of your application
for cover is true and correct
• Tell us of any changes to the answers you have given as soon
as possible.
Failure to provide answers in line with the requirement of the Act
may mean your policy is invalid and it won’t operate in the event of
a claim.
If you don’t answer questions truthfully and accurately, this may
affect your cover. In the event that you have supplied us with
information which is incorrect or false, we reserve the right to declare
your policy invalid and cancel your cover, with no refund of premium.
In the event that you have made a claim, we may refuse to pay all or
part of that claim.

84 Hire Vehicle Insurance

For your continued protection, you should tell us immediately of any
changes to this information, in particular a change of address or any
vehicle modification. We will then advise you of any changes
in terms.

Cancellations
This section contains important notes about your rights, and our
rights, to cancel this policy. You must read these notes carefully.
To cancel this cover, please contact Hastings Direct.

Your rights to cancel this policy

You have the right to cancel this policy within 14 days of taking it out
or renewing it (or within 14 days of receiving the policy documents or
renewal schedule, if later), without giving a reason. This is called the
‘cooling-off period’.
If you do this, we will cancel the policy with immediate effect from
the day you request the cancellation and a pro-rata refund of the
premium will be given, as long as no claim has been made. If a claim
has been made no refund will be given.
After this cooling off period you can still cancel this policy at any time
by giving notice to Hastings Direct. You will be given a pro rata
refund based on the time you were on cover.
When you cancel your Hastings Car or Van policy, this policy will also
be cancelled.

Our rights to cancel your policy

We can give you seven days’ notice of cancellation if we have a valid
reason. We, or Hastings Direct, can cancel your policy at any time
by sending you seven days’ written notice to the last postal or email
address on our system, stating why the policy has been cancelled.
Valid reasons may include but are not limited to:
• You fail to pay the premiums, or if you are paying in instalments
by direct debit, you fail to pay Hastings Direct
continued overleaf

Hire Vehicle Insurance 85

 • You don’t keep to the terms and conditions of this policy in any
significant way
• You don’t co-operate with our representatives or advisers
• You use threatening or abusive behaviour or language, or
intimidate or bully our staff or suppliers in connection with
this policy
• You refuse to allow reasonable access to your property and any
information which we require in order to provide the services you
have requested under this policy
• We are prevented from providing cover under this policy by law
or other reason
• You repeatedly, or seriously, break the terms of this policy.

If your policy is cancelled, by us:

• A pro-rata refund of the premium will be given, as long as no
claim has been made
• If you have made a claim during the period of insurance,
no refund of the premium will be given.
If you are paying by instalments and a claim has been made,
you will have to pay the balance of the annual premium.

We can cancel without giving you any notice

If you make, or try to make, a fraudulent claim under this policy, or if
we reasonably suspect fraud, we or Hastings Direct, have the right to
cancel your policy without giving you notice and without refunding
your premium. If your car insurance that this cover is attached to is
cancelled, this policy will also be cancelled at the same time.

86 Hire Vehicle Insurance

Legal and regulatory information

Premiums and claims – your rights

When handling premium payments from you that are due to us, and
when handling any premium refund due to you, Hastings Direct acts
as our authorised agent. This means that when you pay a premium to
Hastings Direct it is deemed to have been received by us, and that
any premium refund paid by Hastings Direct is not deemed to have
been paid until you have received the payment.

Your privacy
Your privacy is important to Hastings Insurance Services Limited and
us and we go to great lengths to protect it. Details of the data we
hold about you are set out in Hastings Insurance Services Limited’s
privacy notice. The privacy notice tells you about the personal data
we, as a Product Provider, and Hastings Insurance Services Limited
hold about you, so we can provide you with a quote or insurance
policy. It explains how we and Hastings Insurance Services Limited
may collect, use and share your details and tells you about your
rights under data protection laws. You will find the privacy notice at
www.hastingsdirect.com/privacy-notice but if you would prefer a
paper copy, please contact the customer relations team
by phone: 0333 321 9677 or
by email: [email protected].
The data protection team is responsible for overseeing questions in
relation to the privacy notice, including any requests to exercise your
legal rights under data protection laws.
You can contact them at: Data Protection Team
Email address: [email protected]
Postal address: Hastings Insurance Services Limited, Conquest
House, Collington Avenue, Bexhill-on-Sea TN39 3LW
Please make sure to include your full name, policy and/or quote
number if applicable, address and date of birth.

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 Complaints
If you have a complaint and it relates to the purchase of your policy,
please see the back of this document for details.
ARAG plc is committed to providing a first-class service at all times.
However, if a complaint arises relating to your claim, please contact
us using the number you rang to report your claim. The staff
handling your claim should be able to resolve it. If in the course of
those discussions it becomes clear that the matter has not been
resolved to your satisfaction, details of your complaint will be passed
to our Customer Relations Department where we will arrange to
have it reviewed at the appropriate level. We will also contact you
to let you know that we are reviewing your complaint.
Alternatively, you can contact our Customer Relations Department
directly; we can be reached in the following ways:
Telephone: 0117 917 1561 (hours of operation are 9am-5pm,
Mondays to Fridays excluding bank holidays. For our
mutual protection and training purposes, calls will
be recorded).
Email: [email protected]
In writing: ARAG plc, 9 Whiteladies Road, Clifton,
Bristol, BS8 1NN.
If we are not able to resolve the complaint to your satisfaction then
you can refer it to the Financial Ombudsman Service (FOS) provided
that it falls within their jurisdiction. They can be contacted at:
Telephone: 0800 0234 567 or 0300 123 9123
Email: [email protected]
In writing: Financial Ombudsman Service, Exchange Tower,
London, E14 9SR
The FOS is an independent service in the UK for settling disputes
between consumers and businesses providing financial services.
You can find more information on the Financial Ombudsman Service
at www.financial-ombudsman.org.uk.

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The FOS’s decision is binding upon the insurer, but you are free to
reject it without affecting your legal rights.

Financial Services Compensation Scheme

The insurer is a member of the Financial Services Compensation
Scheme (FSCS). This provides compensation in case any member
goes out of business or into liquidation and is unable to meet any
valid claims against its policies. You may be entitled to compensation
if we cannot meet our obligations, depending on the circumstances
of the claim. Further information about the compensation scheme
can be obtained from the FSCS.

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 Notes

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Notes

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 How to make a complaint
We want to provide you with a high level of customer service.
However, if you’re not happy about something, please tell us.
Email: [email protected]
Tel: 0333 999 8904
Address: Customer relations department, Hastings Direct,
Conquest House, Collington Avenue, Bexhill-On-Sea,
East Sussex TN39 3LW
If you need to make a complaint, we’ll make every effort to
resolve it as quickly as possible. If your complaint requires further
investigation, we’ll send you a written acknowledgement, typically
within five working days.
We’ll provide you with a final response, usually within four weeks, or
explain our position and provide timescales for responding. If dealing
with your complaint fully takes longer than four weeks we’ll keep
you fully informed of the position until we’re able to provide you
with a final response.

The Financial Ombudsman Service

If we can’t give you a final response within eight weeks of the initial
date of your complaint, or if you’re not satisfied with our response,
you can refer the dispute to the Financial Ombudsman within six
months of receiving our final response letter.
Their contact details are: Financial Ombudsman Service, Exchange
Tower, Harbour Exchange Square, London E14 9SR
Call: 0800 023 4567
Email: [email protected]

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Financial Services Compensation Scheme (FSCS)
Hastings Direct and your insurers are members of the Financial
Services Compensation Scheme.
You may be entitled to compensation from the FSCS if the liabilities
are not met under this insurance. This depends on the type of
business and the circumstances of the claim. A claim is protected
for 90% without any upper limit. Further information about the
compensation scheme is available from the FSCS. Information
can be obtained on request using the details below or on the
website: www.fscs.org.uk
Email: [email protected]
Telephone: 0800 678 1100
The Financial Services Compensation Scheme, 10th Floor
Beaufort House, 15 St Botolph Street, London EC3A 7QU

This insurance is not available in the Isle of Man or the Channel Islands. Hastings Insurance Services
Ltd, trading as Hastings Direct, is authorised and regulated by the Financial Conduct Authority
(register number 311492.) Registered in England and Wales, 3116518. Registered Office: Conquest
House, Collington Avenue, Bexhill-on-Sea, East Sussex TN39 3LW.

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Important numbers
Motor Legal Expenses
Road traffic accident related claims............................. 0333 321 9800
Motor prosecution defence claim................................. 0344 770 1051

Breakdown
Within the UK...................................................................... 0333 321 9818
Europe......................................................................... 00 33 472 43 52 55
For, deaf, hard of hearing or speech-impaired customers
please text the word ‘breakdown’ to:........................... 07855 828 282

Personal Accident Cover................................................. 01608 641 351

Key Protection................................................................... 0333 321 9698
Hire Vehicle....................................................................... 0333 321 9802
Calls to 0344 numbers cost no more than calls to numbers starting with 01 or 02 and are included in inclusive
minutes and discount schemes in the same way. If you don’t have an inclusive minute plan, calls are typically
charged between 2p and 40p per minute. Check with your network provider.

Did you know we also provide

Multi car, bike, home and van insurance: 0333 321 9759

HD-PC-AP-GW-08-24