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Insurance terms and conditions for the Virgin Mobile service

Virgin Mobile Phone Insurance for Pay Monthly (Contract) Handsets
Virgin Mobile Phone Insurance for Pay As You Go handsets
Virgin Mobile Broadband Insurance

Virgin Mobile Phone Insurance for Pay Monthly (Contract) Handsets

Terms and Conditions Document

Policy Summary
This section gives a summary of the insurance cover and services provided. Full terms, conditions and exceptions are detailed within the Policy Document. The cover has been arranged by Lifestyle Services Group Limited with a single provider, London General Insurance Company Limited. Virgin Mobile Telecoms Limited acts as our agent for the sale of this product. You must be over 18 to be eligible for this policy.

This policy covers:

One Pay Monthly Virgin Mobile contract mobile phone and SIM card, which is owned by you or is your responsibility, up to the lower of the original retail cost or £500 including VAT. The mobile phone is identified by the IMEI number and mobile phone number
The cost of replacing the phone as a direct result of theft
The cost of replacing the phone as a direct result of loss
The cost of replacing the phone where damage is a direct result of accidental damage, water or liquid damage, or malicious damage
The cost of replacing the phone where damage is a result of electrical or mechanical breakdown
Accessories. Please see the definition of accessories in Section A of the Policy Document, this defines the type and circumstances of a claim for accessories
The phone wherever you are in the world, replacement will be arranged upon return to the UK
A maximum of two successful claims in total during any 12-month period

Full details can be found in section C of the Policy Document.

This policy does not cover:

The policy excess of £25 for a successful claim
Theft of the phone and/or accessories whilst in an unattended motor vehicle, unless locked in a glovebox or boot
Theft of the phone and/or accessories whilst left in an unattended building or premises, unless evidenced damage was caused in gaining entry to, or exit from, the premises, or unless you have left the phone and/or accessories in such a place that we would reasonably assume it to be secure (for example a locked hotel room)
Theft or loss of the phone and/or accessories whilst left in a public place or a place to which others have general unsupervised access
Theft, loss or damage to the phone and/or accessories where you are not present and it has been entrusted to someone else other than a family member
A third or subsequent claim in any 12-month period
Any phone not connected to the Virgin Mobile network service Full details can be found in sections H, I and J of the Policy Document.

Price
Except where an introductory period has been arranged for you by Virgin Mobile, the cost of the policy is £5.99 per month. This includes any taxes or additional charges which may apply.
After any introductory period, the policy is automatically renewed each month, with the monthly payment being taken by Direct Debit or credit card.
Your premium(s) will be collected by us on behalf of the Insurer.
You must be over 18 to make use of this policy. If you are under 18 and have inadvertently purchased this policy, you should either request a refund (see Cancellation process under section K of the Policy Document) or request your parent or guardian to register this policy in their name.
Information required when you purchase
When you purchase this policy we will require the following information which will be provided to us by Virgin Mobile:

Your name and address
The make, model and IMEI number of the mobile phone
The mobile phone number
Date of purchase

You must contact us immediately if you wish to change the mobile phone on cover after the policy has started. Failure to do so may invalidate your insurance.
If you opt to change the mobile phone on cover after the policy has started a period of 14 days shall apply during which incidents shall not be entitled for claims. If the alternative phone you register was not supplied to you by Virgin Mobile your cover limit is reduced to £300 including VAT (from £500 including VAT).
If you change address please inform us immediately to ensure your cover remains valid.
Virgin Mobile and the Administrator may exchange data about you from time to time for the purposes of administering your policy.
Cancellation
You have the right to cancel this policy within the first 28 days (or at any time during an introductory period) after receiving these terms by contacting Customer Services on 0845 070 5558, any payment made by you during this period will be refunded. If a claim has been made during this period, you may be required to pay for the services provided. After 28 days (or at any time after an introductory period) no refund of payment will be provided and your policy will terminate at the end of the paid period.
Please refer to section K of the Policy Document.
Claims
Should you need to register a claim, you can do this online at www.lifestylegroup.co.uk/virgin or by telephoning 0845 070 5558.

You must register a claim with us within 48 hours of you discovering any incident for which you wish to claim.

You must inform the Police and Virgin Mobile within 24 hours of you discovering any theft, loss or malicious damage for which you wish to make a claim, obtaining an incident reference number.

You must complete and return any claim form to us within 14 days of receiving it, ensuring that you
have followed the procedure detailed on the claim documentation.

Please refer to section D and E of the Policy Document.

Enquiries
Should you have an enquiry or complaint, you can contact us on 0845 070 5558. Any complaints may be raised without prejudice to your right to take legal proceedings. If after making a complaint you are still unhappy and you feel the matter has not been resolved to your satisfaction, you may contact the Financial Ombudsman Service.

Please refer to section M of the Policy Document.

Compensation Scheme
The parties to this contract are covered by the Financial Services Compensation Scheme (FSCS). You may be entitled to compensation from the scheme if they cannot meet their obligations. Most insurance contracts are covered for 100% of the first £2,000 and 90% of the remainder of the claim, without any upper limit. You can get more information about the compensation scheme arrangements by contacting the FSCS on 0207 892 7300 or by visiting their website at www.fscs.org.uk
Policy Document
These terms and your certificate should be read as one document. Words or expressions that have a particular meaning are shown in bold type and shall have the same meaning wherever they may appear.
The policy, which is governed by these terms and conditions has been arranged for you by Lifestyle Services Group Limited, who deals with the administration of this insurance, including the receipt of premium and the handling of claims. Virgin Mobile Telecoms Limited (Virgin Mobile), acts as our agent for the sale of this product.
All elements of service provided by us, and insurance cover provided by the insurer, are subject to the terms and conditions. Acceptance of cover is at our discretion.
Your policy is based on the information you gave to us verbally or otherwise about you and your personal details when you applied for the insurance. These details are confirmed on your certificate. This document details what is covered and what is not covered, how claims are settled and other important policy information.
Our part of the contract is as follows:

Cover is available providing the monthly payment (if applicable) is received in advance
We will continue to collect the monthly payment (if applicable) by Direct Debit or credit card until the policy is cancelled
Where we attach a special meaning to a word it is shown in bold type
We will handle claims on behalf of the insurer
We will hold money on behalf of the insurer

Your part of the contract is as follows:

The minimum of one months cover must be paid in advance for each period of insurance of one month (this shall not apply during any free of charge introductory period if applicable)
You must pay for the cover in advance
You must adhere to all the conditions detailed in these terms
If you do not believe the policy is suitable for you, you can cancel it within the first 28 days (or at any time during an introductory period) after receipt of these terms, any payment made by you during this period will be refunded. If a claim has been made during this period, you may be required to pay for the services provided. After 28 days (or at any time after an introductory period) no refund of payment will be provided and your policy will terminate at the end of the paid period.
The phone stated on the certificate must be your property or responsibility. The phone and/or accessories can be used by a family member. If the phone and/or accessories are no longer in your possession or you are no longer responsible for the phone and/or accessories, and you do not opt to cover an alternative phone, you will need to cancel the cover.

You can request another copy of these terms. They are also available in large print, audio and Braille versions. If you would like a copy in any of these formats, please call Customer Services on
0845 070 5558 or write to:
Customer Services
Lifestyle Services Group Limited
PO Box 395
CREWE
CW1 6WT

If you opt to change the mobile phone on cover after the policy has started a period of 14 days shall apply during which incidents shall not be entitled for claims. If the alternative phone you register was not supplied to you by Virgin Mobile your cover limit is reduced to £300 including VAT (from £500 including VAT).
C) Cover
This policy covers:
1. One Pay Monthly Virgin Mobile contract mobile phone and SIM card, which is owned by you or is your responsibility, up to the lower of the original retail cost or £500 including VAT. The mobile phone is identified by the IMEI number and mobile phone number
2. The cost of replacing the phone as a direct result of theft.
3. The cost of replacing the phone as a direct result of loss
4. The cost of replacing the phone as a direct result of accidental damage, water or liquid damage, or malicious damage.
5. The cost of replacing the phone where damage is a result of electrical or mechanical breakdown.
6. Accessories. Please see the definition of accessories in Section A, this defines the type and circumstances of a claim for accessories
7. A maximum of two successful claims in total during any 12-month period
8. The phone wherever you are in the world, replacement will be arranged upon return to the UK.
D) How to make a claim
To make a claim, either:
1. Visit our website at www.lifestylegroup.co.uk/virgin to register your claim online
2. Contact Customer Services on 0845 070 5558
Monday-Friday 8.00am-8.00pm
Saturday-Sunday 9.00am-6.00pm
Please have the mobile phone number to hand.
If the phone is lost or stolen, please follow these simple steps:
1. Call Virgin Mobile to bar the SIM card within 24 hours of discovering the incident - doing this can prevent any further calls from being made using the SIM card. The Virgin Mobile Customer Centre Team telephone number is 0845 6000 789.
2. Inform the Police and ask for an incident reference number within 24 hours of discovering the incident.
E) Conditions on making a claim
1. You must inform the Police and Virgin Mobile within 24 hours of discovering any theft, loss or malicious damage for which you wish to make a claim, obtaining an incident reference number from the Police.
2. You must register a claim with us within 48 hours of discovering any incident for which you wish to claim, by visiting our website or by contacting Customer Services.
3. You must complete and return any claim form to us within 14 days of receiving it, ensuring that you have followed the procedure detailed on the claim documentation.
4. We will advise you when and where you should send the mobile phone and/or accessories once we have assessed your claim. You must send the phone by secure means, as described in the claim documentation. The phone and/or accessories remain your responsibility until we have received them.
5. You must ensure that no one but our approved agents carries out repairs to, or maintenance of, the phone and/or accessories.
6. If requested you must provide the proof of purchase for the phone and/or accessories with your claim form.
7. You must pay the excess of £25 for a successful claim.
F) What will happen when your claim is approved
1. Replacement phones and/or accessories will come from new or refurbished stock. In the event that the same model is not available, the replacement will be of a similar specification and quality, we will contact you to confirm availability.
2. We may settle your claim, at our discretion, by replacement or cash settlement. Any settlement (in whatever form we decide) will be based on the specification of the registered phone and/or accessories up to a maximum of the cover limit as indicated on your certificate.
3. If the phone is damaged or has suffered breakdown you will be required to return the damaged phone to Virgin Mobile at the same time you receive your settlement/replacement.
4. If you need to claim as a result of an incident outside the UK, the phone and/or accessories will be replaced once you return to the UK.
5. If any stolen or lost equipment is recovered after the claim is approved, it shall become the property of the insurer and must be returned to us immediately.
6. Damaged phones, accessories, parts and materials replaced by us shall become the property of the insurer.
7. The details of phones reported stolen or lost will be submitted to the Central Equipment Identity Register to prevent further use.
8. Where you are issued with a replacement phone this will be covered by a standard manufacturer warranty of up to 12 months.
G) Important things that you must do
1. Use the phone and/or accessories in accordance with the manufacturers instructions.
2. Take reasonable care to prevent theft, loss, or damage to the phone and/or accessories. If it is considered that you have not done so, your claim may not be accepted.
3. Advise us if any of your personal details change.
4. Inform us of any theft, loss or damage covered by your policy within the given timescales.
H) Loss, theft and damage
Cover will not be provided for:
1. Theft of the phone and/or accessories from an unattended motor vehicle, unless locked in a glovebox or boot. The vehicle must be locked and all security devices activated. Damage must be caused by the thief and evidence provided with your claim. Cover will not be provided if the vehicle could not have been secured against unauthorised entry.
2. Theft of the phone and/or accessories from any unattended building or premises unless evidenced damage was caused in gaining entry to, or exit from, the premises, unless you have left the phone and/or accessories in such a place that we would reasonably assume it to be secure (for example a locked hotel room).
3. Theft or loss of the phone and/or accessories whilst left in a public place or a place to which others have general unsupervised access
4. Theft, loss or damage to the phone and/or accessories where you are not present and it has been entrusted to someone else other than a family member.
5. The cost of unauthorised use of the phone.
I) Electrical or mechanical breakdown
Cover will not be provided for:
1. Loss or damage caused by, or during, maintenance or modification of the phone and/or accessories.
2. Any breakdown or failure caused by placing or using the phone and/or accessories in a location or environment not in accordance with the manufacturers instructions.
J) General exclusions
Cover will not be provided for:
1. The policy excess of £25 for a successful claim.
2. Any loss (business or personal) resulting from loss of use of the phone and/or accessories.
3. Where the IMEI number cannot be determined from the phone or the proof of purchase cannot be provided to prove ownership of the phone and/or accessories.
4. Damage due to wear and tear, depreciation or gradual deterioration.
5. Damage due to any process of cleaning, adjustment, repair, maintenance or dismantling.
6. Installation, removal, or subsequent relocation of the phone and/or accessories in a vehicle, or any electrical or mechanical breakdown as a result of such.
7. The cost of cosmetic repairs.
8. Theft, loss, damage, or breakdown caused by war, invasion, act of foreign enemy, hostilities (whether war be declared or not), civil war, rebellion, or insurrection by military or usurped power.
9. Theft, loss, damage, or breakdown arising out of any wilful act or negligence of the user of the phone and/or accessories.
10. Any claim arising from, or in connection with, the repossession of the phone and/or accessories by any bank, finance, leasing or similar company, or person acting with such authority, and/or the confiscation or impounding of the phone and/or accessories by any Police, Customs or Government Authority.
11. People who are not permanently resident in the UK.
12. Any consequential loss incurred by you during the administration of the policy or at the time of a claim.
13. A third or subsequent claim in any 12-month period
14. Any phone not connected to the Virgin Mobile network service.
15. Loss or corruption of data, images, games, logos, wallpaper, videos, or downloads, due to theft, loss, damage or breakdown of the phone, or damage caused by a virus. It is recommended that a back-up copy of all data is kept.
K) Cancelling the policy
1. If the policy does not meet your requirements, please telephone our Customer Services team immediately on 0845 070 5558 or write to:

Customer Services
Lifestyle Services Group Limited
PO Box 395
CREWE
CW1 6WT
2. You have the right to cancel this policy within the first 28 days (or at any time during an introductory period) after receipt of these terms, any payment made by you during this period will be refunded. If a claim has been made during this period, you may be required to pay for the services provided. Payment will be retained if the policy is cancelled after 28 days (or at any time after an introductory period) and your policy will terminate at the end of the paid period.
3. We may cancel this policy with immediate effect by registered letter to you at your last known address in the event of you submitting any fraudulent or inaccurate information, or for any other valid reason. Any refund will be made at our discretion.

Details of claims may be put on a Register of Claims through which insurers share information to prevent fraudulent claims. A list of participants and the name and address of the operator are available on request.
M) Enquiries/Complaints
We will always be fair and reasonable when handling your policy or claim. Should there ever be an occasion when you feel that we have not provided you with a satisfactory level of service, we would like you to inform us so that we can do our best to solve the problem. We will do everything possible to ensure that your query is dealt with promptly.
We will deal with all queries on behalf of the insurer. The easiest way to contact us is to call our Customer Relations team on 0845 070 5558.
Alternatively, you can write to us at the following address, quoting the mobile phone number in all correspondence:
Customer Relations Department
Lifestyle Services Group Limited
PO Box 395
CREWE
CW1 6WT
Our staff will attempt to resolve your query immediately. If this is not possible, we promise to acknowledge your query within five working days of receiving it. In the unlikely event that your query has not been resolved within four weeks of our receiving it, we will write and let you know the reasons why, and what further action we will take. Once we have resolved your query, we will confirm our response in writing.
If you are not satisfied with our decision, please contact our Customer Relations team on the number provided above.
If you have a complaint relating to the policy wording or contract, please contact the insurer at their registered address (See Section N for details).
If you remain dissatisfied, you can, within six months of our final decision, refer your query for an independent assessment to:
The Financial Ombudsman Service
South Quay Plaza
183 Marsh Wall
LONDON
E14 9SR

The parties to this contract are covered by the Financial Ombudsman Service who, once contacted, will liaise with us on your behalf. They will inform you directly of their decision. Referral to the Financial Ombudsman Service will not prejudice your right to take subsequent legal proceedings.
You are entitled to contact the insurer if you wish. Following this procedure will not affect your statutory rights. Further information can be obtained from the website at www.financial-ombudsman.co.uk
The parties to the contract are covered by the Financial Services Compensation Scheme (FSCS). In the unlikely event that any of the parties to this insurance is unable to meet their liabilities, you may be entitled to compensation. The scheme covers 100% of the first £2,000 of the claim, and 90% above this limit. Further information can be obtained from the website at www.fscs.org.uk

N) Other information

Lifestyle Services Group Limited.
Registered office:
Ore Close
Lymedale Business Park
Newcastle under Lyme
Staffordshire
ST5 9QD

Registered in England, Registered No. 5114385

London General Insurance Company Limited.
Registered office:
Eaton House
152-158 Northolt Road
Harrow
Middlesex
HA2 0EA

Registered in England, Registered No. 1865673

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Virgin Mobile Phone Insurance for Pay As You Go handsets

Terms and Conditions Document

Policy Summary

This section gives a summary of the insurance cover and services provided. Full terms, conditions and exceptions are detailed within the Policy Document. The cover has been arranged by Lifestyle Services Group Limited with a single provider, London General Insurance Company Limited. Virgin Mobile Telecoms Limited acts as our agent for the sale of this product. You must be over 18 to be eligible for this policy.

At the time of purchase you will have selected either the Standard or Extra policy, this will be detailed on your certificate. These terms cover both policies, however the Standard policy does not cover loss of the phone and/or accessories. If you have purchased the Standard policy, any cover, conditions or exclusions referring to loss do not apply to you.

This policy covers:

One Pay As You Go mobile phone and SIM card, which is owned by you or is your responsibility, up to the lower of the original retail cost or the cover limit as indicated on your certificate. The mobile phone is identified by the IMEI number and mobile phone number
The cost of replacing the phone as a direct result of theft
The cost of replacing the phone as a direct result of loss if you have taken out the Extra policy. You are not covered for loss if you have taken out the Standard policy.
The cost of replacing the phone where damage is a direct result of accidental damage, water or liquid damage, or malicious damage
The cost of replacing the phone where damage is a result of electrical or mechanical breakdown
Accessories. Please see the definition of accessories in Section A of the Policy Document, this defines the type and circumstances of a claim for accessories
The phone wherever you are in the world, replacement will be arranged upon return to the UK
One successful claim or a period of twelve months from the date of purchase, whichever occurs first

Full details can be found in section C of the Policy Document.

This policy does not cover:

Loss of the phone and/or accessories unless you have purchased the Extra policy
The policy excess as indicated on your certificate if you make a successful claim
Theft of the phone and/or accessories whilst in an unattended motor vehicle, unless locked in a glovebox or boot
Theft of the phone and/or accessories whilst left in an unattended building or premises, unless evidenced damage was caused in gaining entry to, or exit from, the premises, or unless you have left the phone and/or accessories in such a place that we would reasonably assume it to be secure (for example a locked hotel room)
Theft or loss of the phone and/or accessories whilst left in a public place or a place to which others have general unsupervised access
Theft, loss or damage to the phone and/or accessories where you are not present and it has been entrusted to someone else other than a family member.
Any phone not connected to the Virgin Mobile network service.

Full details can be found in sections H, I and J of the Policy Document.

Price

The cost of the policy is indicated on your certificate. This includes any taxes or additional charges which may apply.

The policy is valid for 12 months from the date of purchase, or until you have made a successful claim, whichever occurs first.

Your premium(s) will be collected by us on behalf of the Insurer.

If your policy has been in place for 12 months, we may offer to renew your policy using the payment details you initially supplied to us (or alternative details if you have updated us in the meantime). We will write to you in advance if this is our intention. Your policy will not be renewed if a period of 5 years has elapsed since the date of mobile phone purchase.

You must be over 18 to make use of this policy. If you are under 18 and have inadvertently purchased this policy, you should either request a refund (see Cancellation process under section K of the Policy Document) or request your parent or guardian to register this policy in their name.

Information required when you purchase

When you purchase this policy we will require the following information which will be provided to us by Virgin Mobile:

Your name and address
The make, model and IMEI number of the mobile phone
The mobile phone number
Date of purchase

You must contact us immediately if you wish to change the mobile phone on cover after the policy has started. Failure to do so may invalidate your insurance. We may charge you an additional premium for a change of handset, we will advise you of the appropriate cost prior to you agreeing you wish to proceed with this.

If you opt to change the mobile phone on cover after the policy has started a period of 14 days shall apply during which incidents shall not be entitled for claims.

If you change address please inform us immediately to ensure your cover remains valid.

Virgin Mobile and the Administrator may exchange data about you from time to time for the purposes of administering your policy.

Cancellation

You have the right to cancel this policy within the first 28 days after receiving these terms by contacting Customer Services on 0845 070 5558, your payment will be refunded. If a claim has been made during this period, you may be required to pay for the services provided. After 28 days, no refund of payment will be provided. Please refer to section K of the Policy Document.

Claims

Should you need to register a claim, you can do this online at www.lifestylegroup.co.uk/virginwww.lifestylegroup.co.uk/virginhttp://www.lifestylegroup.co.uk/virgin">www.lifestylegroup.co.uk/virgin or by telephoning 0845 070 5558.

You must register a claim with us within 48 hours of you discovering any incident for which you wish to claim.

You must inform the Police and Virgin Mobile within 24 hours of you discovering any theft, loss or malicious damage for which you wish to make a claim, obtaining an incident reference number.

You must complete and return any claim form to us within 14 days of receiving it, ensuring that you

have followed the procedure detailed on the claim documentation.

Please refer to section D and E of the Policy Document.

Enquiries

Should you have an enquiry or complaint, you can contact us on 0845 070 5558. Any complaints may be raised without prejudice to your right to take legal proceedings. If after making a complaint you are still unhappy and you feel the matter has not been resolved to your satisfaction, you may contact the Financial Ombudsman Service.

Please refer to section M of the Policy Document.

www.fscs.org.ukhttp://www.fscs.org.uk">www.fscs.org.uk

Policy Document

These terms and your certificate should be read as one document. Words or expressions that have a particular meaning are shown in bold type and shall have the same meaning wherever they may appear.

The policy, which is governed by these terms and conditions has been arranged for you by Lifestyle Services Group Limited, who deals with the administration of this insurance, including the receipt of premium and the handling of claims. Virgin Mobile Telecoms Limited, (Virgin Mobile), acts as our agent for the sale of this product.

All elements of service provided by us, and insurance cover provided by the insurer, are subject to the terms and conditions. Acceptance of cover is at our discretion.

Your policy is based on the information you gave to us verbally or otherwise about you and your personal details when you applied for the insurance. These details are confirmed on your certificate. This document details what is covered and what is not covered, how claims are settled and other important policy information.

At the time of purchase you will have selected either the Standard or Extra policy, this will be detailed on your certificate. These terms cover both policies, however the Standard policy does not cover loss of the phone and/or accessories. If you have purchased the Standard policy, any cover, conditions or exclusions referring to loss do not apply to you.

Our part of the contract is as follows:

Cover is available providing the payment is received in advance
Cover will cease 12 months from the date of purchase or after settlement of a successful claim, whichever occurs first
Where we attach a special meaning to a word it is shown in bold type
We will handle claims on behalf of the insurer
We will hold money on behalf of the insurer

Your part of the contract is as follows:

You must pay for the cover in advance
You must adhere to all the conditions detailed in these terms
If you do not believe the policy is suitable for you, you can cancel it within the first 28 days after receipt of these terms, your payment will be refunded. If a claim has been made during this period, you may be required to pay for the services provided. After 28 days, no refund of payment will be made
The phone stated on the certificate must be your property or responsibility. The phone and/or accessories can be used by a family member. If the phone and/or accessories are no longer in your possession or you are no longer responsible for the phone and/or accessories, and you do not opt to cover an alternative phone, the cover will cease.

You can request another copy of these terms. They are also available in large print, audio and Braille versions. If you would like a copy in any of these formats, please call Customer Services on

0845 070 5558 or write to:

Customer Services

Lifestyle Services Group Limited

PO Box 395

CREWE

CW1 6WT

Under European law, both parties to the contract may choose which law will apply to this contract. English law will apply unless both parties agree otherwise, in writing, prior to the start of the policy.

The contract is written in English and all communication by us with you will be in English.

A) Definitions

Accessories

Items up to a combined maximum original retail value of up to £50 including VAT, which are peripheral to the phone and which may support or enhance the overall function of the phone. Accessories do not function as standalone items and do rely upon the phone to function as intended. There are two types of accessory you can claim for:

- Accessories supplied in the original box at the time of purchase (e.g. chargers, factory standard software, memory cards, hands-free headsets (excluding bluetooth equipment) and batteries)

- Accessories are also covered if they are no longer compatible with the mobile phone as the result of an alternative handset being issued by us

A claim for these accessories will only be accepted if they were lost, stolen or damaged at the same time as the phone, and you are able to provide the proof of purchase for the item claimed.

Administrator

Lifestyle Services Group Limited. Contact details can be found in Section N.

Certificate

Certificate of Mobile Phone Insurance

Electrical or Mechanical Breakdown

The actual breaking or burning out of any part of the phone and/or accessories caused by, or arising from, internal electronic, electrical or mechanical defects, or defective or faulty materials, or workmanship, causing stoppage of normal operation and necessitating immediate replacement before normal operation can be resumed.

Excess

The amount indicated on your certificate which you have to pay in the event of a successful claim.

Family Member

An individual who resides at the same permanent address as you and which has one of the following relationships; your brother or sister, mother or father, grandmother or grandfather, uncle or aunt, niece or nephew, spouse, partner with whom you have resided for at least six months, or a child of which you or your partner are the legal guardian.

IMEI Number

International Mobile Equipment Identity Number

The unique serial or identification number that we will use to identify the phone.

Incident

Any event that may lead to a claim being made for replacement of the phone and/or accessories. Any incident involving a theft, malicious damage or loss must be reported to the Police. You must obtain an incident reference number.

Insurer

London General Insurance Company Limited, whose main business is general insurance. Contact details can be found in Section N.

Mobile Phone/Phone

The Virgin Mobile Pay As You Go handset and SIM card specifically identified by the IMEI number and mobile phone number as detailed on your certificate. The handset must be your property or responsibility. We do not cover SIM free mobile phones under this policy.

Proof of Purchase

The till receipt provided at the point of sale that details the phone and/or accessories, or similar documentation that provides proof that you own or are responsible for the phone and/or accessories.

Services

The work we undertake for you in arranging the insurance and acting as an intermediary between you and the insurer.

SIM Card

Subscriber Identity Module Card

The card carrying the Virgin Mobile subscriber identity, the use of which, in conjunction with the phone, enables services to be charged to your or the phone owners account.

We/Us/Our

The administrator.

You/Your

The customer named on the certificate.

B) Price

The cost of the policy is indicated on your certificate. This includes any taxes or additional charges which may apply.

The policy is valid for a period of 12 months from the date of purchase, or one successful claim, whichever occurs first.

Your premium(s) will be collected by us on behalf of the Insurer.

If your policy has been in place for 12 months, we may offer to renew your policy using the payment details you initially supplied to us (or alternative details if you have updated us in the meantime). We will write to you in advance if this is our intention. Your policy will not be renewed if a period of 5 years has elapsed since the date of mobile phone purchase.

You must be over 18 to make use of this policy. If you are under 18 and have inadvertently purchased this policy, you should either request a refund (see Cancellation process under section K) or request your parent or guardian to register this policy in their name.

You must contact us immediately if you wish to change the mobile phone on cover after the policy has started. Failure to do so may invalidate your insurance. We may charge you an additional premium for a change of handset, we will advise you of the appropriate cost prior to you agreeing you wish to proceed with this.

If you opt to change the mobile phone on cover after the policy has started a period of 14 days shall apply during which incidents shall not be entitled for claims.

C) Cover

At the time of purchase you will have selected either the Standard or Extra policy, this will be detailed on your certificate. These terms cover both policies, however the Standard policy does not cover loss of the phone and/or accessories. If you have purchased the Standard policy, any cover, conditions or exclusions referring to loss do not apply to you.

This policy covers:

1. One Pay As You Go mobile phone and SIM card, which is owned by you or is your responsibility, up to the lower of the original retail cost or cover limit as indicated on your certificate. The mobile phone is identified by the IMEI number and mobile phone number.

2. The cost of replacing the phone as a direct result of theft.

3. The cost of replacing the phone as a direct result of loss - does not apply to Standard policy.

4. The cost of replacing the phone as a direct result of accidental damage, water or liquid damage, or malicious damage.

5. The cost of replacing the phone where damage is a result of electrical or mechanical breakdown.

6. Accessories. Please see the definition of accessories in Section A, this defines the type and circumstances of a claim for accessories

7. The phone wherever you are in the world, replacement will be arranged upon return to the UK.

8. One successful claim or a period of 12 months from the date of purchase, whichever occurs first. The start date of your policy appears on your certificate.

D) How to make a claim

To make a claim, either:

1. Visit our website at www.lifestylegroup.co.uk/virginwww.lifestylegroup.co.uk/virginhttp://www.lifestylegroup.co.uk/virgin">www.lifestylegroup.co.uk/virgin to register your claim online

2. Contact Customer Services on 0845 070 5558

Monday-Friday 8.00am-8.00pm

Saturday-Sunday 9.00am-6.00pm

Please have the mobile phone number to hand.

If the phone is lost or stolen, please follow these simple steps:

1. Call Virgin Mobile to bar the SIM card within 24 hours of discovering the incident - doing this can prevent any further calls from being made using the SIM card. The Virgin Mobile Customer Centre Team telephone number is 0845 6000 789.

2. Inform the Police and ask for an incident reference number within 24 hours of discovering the incident.

E) Conditions on making a claim

1. You must inform the Police and Virgin Mobile within 24 hours of discovering any theft, loss or malicious damage for which you wish to make a claim, obtaining an incident reference number from the Police.

2. You must register a claim with us within 48 hours of discovering any incident for which you wish to claim, by visiting our website or by contacting Customer Services.

3. You must complete and return any claim form to us within 14 days of receiving it, ensuring that you have followed the procedure detailed on the claim documentation.

4. We will advise you when and where you should send the mobile phone and/or accessories once we have assessed your claim. You must send the phone by secure means, as described in the claim documentation. The phone and/or accessories remain your responsibility until we have received them.

5. You must ensure that no one but our approved agents carries out repairs to, or maintenance of, the phone and/or accessories.

6. If requested you must provide the proof of purchase for the phone and/or accessories with your claim form.

7. You must pay the excess as indicated on your certificate when you make a successful claim.

F) What will happen when your claim is approved

1. Replacement phones and/or accessories will come from new or refurbished stock. In the event that the same model is not available, the replacement will be of a similar specification and quality, we will contact you to confirm availability.

2. We may settle your claim, at our discretion, by replacement or cash settlement. Any settlement (in whatever form we decide) will be based on the specification of the registered phone and/or accessories up to a maximum of the cover limit as indicated on your certificate.

3. If the phone is damaged or has suffered breakdown you will be required to return the damaged phone to Virgin Mobile at the same time you receive your settlement/replacement.

4. If you need to claim as a result of an incident outside the UK, the phone and/or accessories will be replaced once you return to the UK.

5. If any stolen or lost equipment is recovered after the claim is approved, it shall become the property of the insurer and must be returned to us immediately.

6. Damaged phones, accessories, parts and materials replaced by us shall become the property of the insurer.

7. The details of phones reported stolen or lost will be submitted to the Central Equipment Identity Register to prevent further use.

8. Once your claim is approved, cover ends under the terms and conditions of this policy. Please remember to purchase a new policy to ensure continuous cover.

9. Where you are issued with a replacement phone this will be covered by a standard manufacturer warranty of up to 12 months.

G) Important things that you must do

1. Use the phone and/or accessories in accordance with the manufacturers instructions.

2. Take reasonable care to prevent theft, loss, or damage to the phone and/or accessories. If it is considered that you have not done so, your claim may not be accepted.

3. Advise us if any of your personal details change.

4. Inform us of any theft, loss or damage covered by your policy within the given timescales.

H) Loss, theft and damage

Cover will not be provided for:

1. Theft of the phone and/or accessories from an unattended motor vehicle, unless locked in a glovebox or boot. The vehicle must be locked and all security devices activated. Damage must be caused by the thief and evidence provided with your claim. Cover will not be provided if the vehicle could not have been secured against unauthorised entry.

2. Theft of the phone and/or accessories from any unattended building or premises unless evidenced damage was caused in gaining entry to, or exit from, the premises, unless you have left the phone and/or accessories in such a place that we would reasonably assume it to be secure (for example a locked hotel room).

3. Theft or loss of the phone and/or accessories whilst left in a public place or a place to which others have general unsupervised access

4. Theft, loss or damage to the phone and/or accessories where you are not present and it has been entrusted to someone else other than a family member.

5. The cost of unauthorised use of the phone.

I) Electrical or mechanical breakdown

Cover will not be provided for:

1. Loss or damage caused by, or during, maintenance or modification of the phone and/or accessories.

2. Any breakdown or failure caused by placing or using the phone and/or accessories in a location or environment not in accordance with the manufacturers instructions.

J) General exclusions

Cover will not be provided for:

1. Loss of the phone and/or accessories unless you have taken out the Extra policy.

2. The policy excess as indicated on your certificate if you make a successful claim

3. Any loss (business or personal) resulting from loss of use of the phone and/or accessories.

4. Where the IMEI number cannot be determined from the phone or the proof of purchase cannot be provided to prove ownership of the phone and/or accessories.

5. Damage due to wear and tear, depreciation or gradual deterioration.

6. Damage due to any process of cleaning, adjustment, repair, maintenance or dismantling.

7. Installation, removal, or subsequent relocation of the phone and/or accessories in a vehicle, or any electrical or mechanical breakdown as a result of such.

8. The cost of cosmetic repairs.

9. Theft, loss, damage, or breakdown caused by war, invasion, act of foreign enemy, hostilities (whether war be declared or not), civil war, rebellion, or insurrection by military or usurped power.

10. Theft, loss, damage, or breakdown arising out of any willful act or negligence of the user of the phone and/or accessories.

11. Any claim arising from, or in connection with, the repossession of the phone and/or accessories by any bank, finance, leasing or similar company, or person acting with such authority, and/or the confiscation or impounding of the phone and/or accessories by any Police, Customs or Government Authority.

12. People who are not permanently resident in the UK.

13. Any consequential loss incurred by you during the administration of the policy or at the time of a claim.

14. Any phone not connected to the Virgin Mobile network service.

15. Loss or corruption of data, images, games, logos, wallpaper, videos, or downloads, due to theft, loss, damage or breakdown of the phone, or damage caused by a virus. It is recommended that a back-up copy of all data is kept.

K) Cancelling the policy

1. If the policy does not meet your requirements, please telephone our Customer Services team immediately on 0845 070 5558 or write to:

Customer Services

Lifestyle Services Group Limited

PO Box 395

CREWE

CW1 6WT

2. You have the right to cancel this policy within the first 28 days after receipt of these terms, your payment will be refunded. If a claim has been made during this period, you may be required to pay for the services provided. The full payment will be retained if the policy is cancelled after 28 days.

3. We may cancel this policy with immediate effect by registered letter to you at your last known address in the event of you submitting any fraudulent or inaccurate information, or for any other valid reason. Any refund will be made at our discretion.

L) Fraud

Identity fraud is a serious problem in the UK. Your details will be used to help prevent fraud of this nature from happening to you.

If you receive information that your details have been used for fraudulent purposes, please call Customer Services on 0845 070 5558 and ask to be transferred to the Security and Investigations team.

Alternatively, you can write to:

Security and Investigations

Lifestyle Services Group Limited

PO Box 395

CREWE

CW1 6WT

The personal details which you supply to us during the application process will be used to combat fraud. These details will be retained for a reasonable period after your policy expires for legal reasons, and for up to one year after your policy expires in relation to fraud specifically. The contract between you and us is based on mutual trust. If you (or anyone acting for you):

Make(s) a claim under the policy knowing the claim to be false or fraudulently exaggerated in any respect

Make(s) a statement in support of a claim knowing the statement to be false in any respect, or submit(s) a document in support of a claim knowing the document to be forged or false in any respect

Make(s) a claim in respect of any theft, loss or damage caused by your wilful act, or with the intent to defraud us or the insurer

then:

We shall not honour the claim

We shall not honour any other claim which has been or will be made under any policy held by you

We shall not make any return of payments made for cover and we may, at our option, cancel the policy

We may be entitled to recover from you the cost of any claim already paid under this policy (if necessary the cost may be recovered through the instigation of court proceedings)

We may be entitled to recover from you the cost of any investigation into a fraudulent claim under this policy (if necessary the cost may be recovered through the instigation of court proceedings)

We may inform the police, government or regulatory bodies of the circumstances

Details of claims may be put on a Register of Claims through which insurers share information to prevent fraudulent claims. A list of participants and the name and address of the operator are available on request.

M) Enquiries/Complaints

We will always be fair and reasonable when handling your policy or claim. Should there ever be an occasion when you feel that we have not provided you with a satisfactory level of service, we would like you to inform us so that we can do our best to solve the problem. We will do everything possible to ensure that your query is dealt with promptly.

We will deal with all queries on behalf of the insurer. The easiest way to contact us is to call our Customer Relations team on 0845 070 5558.

Alternatively, you can write to us at the following address, quoting the mobile phone number in all correspondence:

Customer Relations Department

Lifestyle Services Group Limited

PO Box 395

CREWE

CW1 6WT

Our staff will attempt to resolve your query immediately. If this is not possible, we promise to acknowledge your query within five working days of receiving it. In the unlikely event that your query has not been resolved within four weeks of our receiving it, we will write and let you know the reasons why, and what further action we will take. Once we have resolved your query, we will confirm our response in writing.

If you are not satisfied with our decision, please contact our Customer Relations team on the number provided above.

If you have a complaint relating to the policy wording or contract, please contact the insurer at their registered address (See Section N for details).

If you remain dissatisfied, you can, within six months of our final decision, refer your query for an independent assessment to:

The Financial Ombudsman Service

South Quay Plaza

183 Marsh Wall

LONDON

E14 9SR

The parties to this contract are covered by the Financial Ombudsman Service who, once contacted, will liaise with us on your behalf. They will inform you directly of their decision. Referral to the Financial Ombudsman Service will not prejudice your right to take subsequent legal proceedings.

You are entitled to contact the insurer if you wish. Following this procedure will not affect your statutory rights. Further information can be obtained from the website at www.financial-ombudsman.co.uk

www.financial-ombudsman.co.uk
http://www.financial-ombudsman.co.uk">www.financial-ombudsman.co.uk

The parties to the contract are covered by the Financial Services Compensation Scheme (FSCS). In the unlikely event that any of the parties to this insurance is unable to meet their liabilities, you may be entitled to compensation. The scheme covers 100% of the first £2,000 of the claim, and 90% above this limit. Further information can be obtained from the website at www.fscs.org.uk

www.fscs.org.uk http://www.fscs.org.uk">www.fscs.org.uk

N) Other information

Lifestyle Services Group Limited.

Registered office:

Ore Close

Lymedale Business Park

Newcastle under Lyme

Staffordshire

ST5 9QD

Registered in England, Registered No. 5114385

London General Insurance Company Limited.

Registered office:

Eaton House

152-158 Northolt Road

Harrow

Middlesex

HA2 0EA

Registered in England, Registered No. 1865673

O) Privacy Policy

For the purposes of the Data Protection Act 1998, the Data Controller in relation to the personal data you supply is Lifestyle Services Group Limited. Lifestyle Services Group Limited may share your personal data including policy information with London General Insurance Company Limited and/or Virgin Mobile Telecoms Limited for the purposes of managing and administering your policy and/or integrating details to your mobile phone account.

In the event that the Insurer and/or Administrator change, then Lifestyle Services Group Limited may cease to be the data controller then either the replacement Insurer or Virgin Mobile shall become the new Data Controller. You will be advised in writing of the new arrangements at the relevant time.

You acknowledge that by providing data to us, you consent to the processing of your data in accordance with this Privacy Policy.

Calls may be recorded or monitored for training/customer services purposes and/or the prevention or detection of crime.

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Virgin Mobile Broadband Insurance

Terms and Conditions Document

Policy Summary

This section gives a summary of the insurance cover and services provided. Full terms, conditions and exceptions are detailed within the Policy Document which is available online at www.lifestylegroup.co.uk/virgin and will be sent to you by post. The cover has been arranged by Lifestyle Services Group Limited (we/us/our) with a single provider, London General Insurance Company Limited. Virgin Mobile Telecoms Limited (Virgin Mobile) acts as our agent for the sale of this product. You must be over 18 to be eligible for this policy.

This policy covers:

One Pay Monthly Virgin Mobile Contract USB modem and SIM card, up to a maximum of either the original retail value or £500, including VAT. The USB modem is identified by the IMEI number and/or mobile phone number. The USB modem must be your property or responsibility, and must be connected to the Virgin Mobile network.
The cost of replacing the USB modem as a direct result of:
- loss
- theft
- accidental damage
- water or liquid damage
- malicious damage
- electrical or mechanical breakdown
The USB modem wherever you or your family member are in the world, replacement will be arranged upon return to the UK
A maximum of 2 successful claims in total during any 12-month period

Full details can be found in section D of the Policy Document.

This policy does not cover:

The policy excess of £20 upon each successful claim
Theft of the USB modem from an unattended motor vehicle, unless locked in a glovebox or boot
Theft of the USB modem from any unattended building or premises, unless evidenced damage was caused in gaining entry to, or exit from, the building or premises, or unless you have left the USB modem in such a place that we would reasonably assume it to be secure (for example a locked hotel room)
Theft or loss of the USB modem whilst left in a public place or a place to which others have general unsupervised access
Theft, loss or damage to the USB modem where you are not present and it has been entrusted to someone else other than a family member
A third or subsequent claim in any 12-month period
Any USB modem not connected to the Virgin Mobile network

Full details can be found in sections I, J and K of the Policy Document.

Price

Except where an introductory period has been arranged for you by Virgin Mobile, the cost of the policy is £3.49 per month. This includes any taxes or additional charges which may apply.

After any introductory period, the policy is automatically renewed each month, with the monthly payment being taken by Direct Debit or credit card. Your policy will not be renewed if a period of 5 years has elapsed since the original purchase date of this policy. Please refer to your certificate of insurance.

Your premium(s) will be collected by us on behalf of the insurer.

You must be over 18 to make use of this policy. If you are under 18 and have inadvertently purchased this policy, you should either request a refund (see Cancellation process under section K of the Policy Document) or request your parent or guardian to register this policy in their name.

Information required when you purchase

When you purchase this policy we will require the following information, which will be provided to us by Virgin Mobile:

Your name and address
The make, model and IMEI number of the USB modem
The mobile phone number
Date of purchase

Changing the USB modem on cover

You must contact us immediately if you wish to change the USB modem on cover after the policy has started. Failure to do so may invalidate your insurance.
Please note: The USB modem must be connected to the Virgin Mobile network.

If you change address, please inform us immediately to ensure your cover remains valid.

We may exchange data about you with Virgin Mobile from time to time for the purposes of administering your policy.

Cancellation

You have the right to cancel this policy within the first 28 days (or at any time during an introductory period) after receiving the Policy Document by contacting Customer Services on 0845 070 5558*, any payment made by you during this period will be refunded. If a claim has been made during this period, you may be required to pay for the services provided. If you cancel this policy after the first 28 days (or at any time after an introductory period) no refund of payment will be provided and your policy will terminate at the end of the paid period.

Please refer to section K of the Policy Document.

Claims

Should you need to register a claim, you can do this online at www.lifestylegroup.co.uk/virgin or by telephoning 0845 070 5558*.

You must register a claim with us within 48 hours of you discovering any incident for which you wish to claim, unless you or your family member are outside of the UK at the time of discovering the incident and are unable to contact us, then you must contact us within:

48 hours of return to the UK, and
30 days upon discovery of the incident

Please have the mobile phone number to hand.

If the USB modem is lost or stolen, please also follow these simple steps:

Call Virgin to bar the SIM card within 24 hours of you discovering the incident - doing this can prevent any further charges being made to the SIM card. The Virgin Customer Centre Team telephone number is 0845 6000 789.
Inform the Police (or relevant local authorities) and ask for an incident reference number within 24 hours of you discovering the incident.

If the USB modem is maliciously damaged, you must inform the Police (or relevant local authorities) and ask for an incident reference number within 24 hours of you discovering the incident.

You must complete and return any claim form to us within 14 days of receiving it, ensuring that you have followed the procedure detailed on the claim documentation.

Please refer to section E and F of the Policy Document.

Enquiries

Should you have an enquiry or complaint, you can contact us on 0845 070 5558*. Any complaints may be raised without prejudice to your right to take legal proceedings. If after making a complaint you are still unhappy and you feel the matter has not been resolved to your satisfaction, you may contact the Financial Ombudsman Service.

Please refer to section N of the Policy Document.

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