FAQs | Bettersafe.com

CAR HIRE EXCESS INSURANCE

What is Car Hire Excess Insurance?

Most Car rental companies will charge an excess on the vehicle in case of damage or theft. This can be hundreds or thousands of pounds. The Bettersafe Car Hire Excess Insurance is a reimbursement product that will cover you up to £7,500 in the event that you are charged the excess of your rental car.

Can I insure more than one driver?

Yes! As long as they are between the ages of 24- 85 and have a valid driving licence and are listed as an additional driver on your rental agreement.

How do I add additional drivers?

To add an additional driver to your policy, simply make sure the lead driver on the car rental agreement is the lead driver on the Bettersafe policy. You can then add up to 7 additional drivers to the car rental agreement and they will be covered in the event of a claim.

What is covered under my Car Hire Excess Insurance?

You are covered for up to £7,500 in total, and for any one period of insurance (excluding CDW and SLI) for any excess or repair costs you have to pay under the terms of your car hire rental agreement if your rental vehicle is involved in an incident whilst being used for business or pleasure and it results in:

• Damage to the rental vehicle including damage to the windows, tyres, and wheels, headlights, the undercarriage, and the roof.
• Loss of use of the rental vehicle including theft.
• Towing costs relating to damage or mechanical breakdown.

Are any car rental companies excluded from this Bettersafe policy?

Any policy purchased after 18/06/2019 will not cover any Green Motion car rental branches in the UK.

What is Collision Damage Waiver or CDW?

Most hire car rental agreements in the U.S.A., Canada, The Caribbean, South, and Central America only offer limited or no third-party liability insurance, Collision Damage Waiver pays up to USD $100,000 for loss or damage to the rental vehicle under a car hire rental agreement.

What is Supplemental Liability Insurance or SLI

Most car rental agreements in U.S.A., Canada, The Caribbean, South and Central America only offer limited or no third-party liability insurance, SLI pays up to US$1,000,000 for third party bodily injury and damage to material property but only for sums in excess of amounts recoverable under the primary liability insurance offered by your car rental agency. There is no primary coverage for SLI. This policy also covers you for the insurance excess, which is the amount you are responsible to pay towards repair costs if the rental vehicle suffers any damage.

Do you cover peer to peer rentals?

No we do not cover Any rental of a private vehicle or a vehicle that is not both owned and operated by a car rental company or agency. This includes Peer to Peer car rental companies or agencies

Can I Insure a 4x4 or Sports Utility Vehicle (SUV)

Yes, providing it has a maximum of 9 seats.

Can I insure a Minibus?

You can insure any vehicle up to a maximum of 9 seats so any minibus larger than this would not be covered.

Can I insure a van?

Bettersafe doesn't provide insurance for vans.

What sort of driving license do I need?

You and all other insured drivers must be aged between 24 and 85 years of age on the date of purchase of your insurance and must have a full valid driving licence, or hold a full internationally recognised licence.

Is breakdown cover included?

Roadside assistance is not covered, if you breakdown this should be covered by your car hire rental provider but you are covered for towing charges relating to damage or mechanical breakdown.

I have not received my insurance documents

When you purchase your insurance coverage from Bettersafe, we generate an automatic email containing your policy documents, this is sent to the email address you provided. (Please check your spam or junk email folder). If you have not received this email, please contact us by email at enquiries@bettersafe.com with your policy number, full name, address, the date you purchased your insurance coverage and we will send you another copy.

Who is the insurer of Car Hire Excess Insurance?

This insurance is underwritten by Newline Insurance Company Ltd, which is authorised by the Prudential Regulatory Authority and regulated by the Financial Conduct Authority and the Prudential Regulatory Authority.

How do I make a claim?

In order to make a claim, please contact Commercial and General on +44 (0) 20 3740 4431 or email claims@comandgen.com with your car hire excess policy number. You will receive a claim form from them and a list of documents required to process your claim. Please make sure you fill the form out to the best of your ability and provide all documents needed. If you are unsure about anything, please do not hesitate to contact us!

Is there anything I should do when I pick up/drop back my rental car?

Things that we suggest you do when you pick the car up:

• Take lots of pictures or videos of your rental car.
• Make sure you check for pre-existing damage to the car and make sure the rental company have a note of it.
• Make sure all the details on the rental agreement are correct.

Things that we suggest you do when dropping the car back:

• Take lots of pictures or videos of the rental car.
• Collect any documents the car hire agency provides you with.
• Make sure the car rental company checks over the car with you.
• If you need to make a claim make sure you get an invoice from the car rental company for the damages.

How can I cancel my Car Hire Excess Insurance?

You may cancel your insurance within the cooling-off period and you will be entitled to a full refund of the premium as long as you have not made a claim and do not intend to make a claim.

You can also cancel at any time after the cooling-off period and we will make a proportionate refund of the premium paid. However, any such refund may be subject to an administration charge. You will only be refunded as long as you have not made a trip or made a claim and do not intend to make a claim.

For more information please refer to your insurance policy document or contact us by telephone number at +44 (0)20 3740 4431 or by emailing us at enquiries@bettersafe.com.

Your premium refund will then be credited back to the debit or credit card you used in the original purchase. This can take up to 10 days to appear on your card statement.

How can I make a complaint?

We aim to provide a high level of service to all our customers but occasionally things can go wrong. When this happens, we will do everything we can to put things right and assist you.

If you wish to make a complaint, please telephone us at +44 (0)20 3740 4431.

For more information on how to complain please look here or please refer to your insurance policy document.

Can I buy your product if I live outside the UK?

No, unfortunately you can only buy Bettersafe’s Car Hire Excess insurance if you are a permanent UK resident.

What if there is an error in my insurance schedule, how do I change it?

If there is an error in your insurance schedule, please send us an email at enquiries@bettersafe.com with your Policy Number and the correction you would like to make. We will then correct our records and send you the updated insurance schedule.

What types of vehicles do you insure?

To be eligible for our Car Hire Excess insurance, the rental vehicle must:

• Be equal to or below £65,000 in value
• And not be over 10 years old.

What is the maximum amount of time covered by your Car Hire excess insurance?

We have two different maximum hire periods:

• For single trip (daily) cover; you are covered for a single rental agreement up to a maximum of 180 continuous days.
• For annual cover, you are covered for up to 62 days for any one rental agreement. There is no limit to the number of rental agreements you make take out in any one year. 

What Additional benefits does your Car Hire excess insurance have?

Our Car Hire excess policies have the following additional benefits:

1. Car Rental Key Cover - up to a maximum of £500, for each and every claim.

2. Misfuelling Cover - up to a maximum of £500 for each and every claim.

3. Reparation – of £25 per day with a maximum of £300 during the period of insurance.

4. Drop Off Charges – up to £300.

5. Lock-Out – up to a maximum of £60 if you are unintentionally locked out for physical assault.

6. Road Rage – up to £1000 for physical assault.

7. Car Jacking – up to £1000 for physical assault.

You can find more information about the additional benefits in the insurance policy document.

PRIVATE CAR EXCESS INSURANCE

My car insurance policy has an excess, what is it?

Most insurance policies require you, the policyholder, to pay the first part of a claim. This is called the policy excess. It is also sometimes called a deductible.

How does the excess work on my insurance policy?

When you make an insurance claim you will be asked to either make a contributory payment when you collect your vehicle once repaired or your claim payment from the insurer will be reduced by the amount of the applicable policy excess. Either way, you will have to pay part of the claim yourself.

What is Car Excess insurance?

It is possible to insure the amount of excess under your car insurance policy. For a modest additional charge, you can take out additional insurance which will pay your excess for you. Often the cost of this protection is less than the saving in the original cost of insurance.

How long does the insurance policy last?

Car Excess insurance is an annually renewable policy.

Will I still need to buy car insurance?

Yes, Car Excess insurance is supplementary to your car insurance – it covers the excess under your car insurance policy, not the car itself.

How does Car Excess insurance work?

Once you purchase Car Excess insurance your original car insurance policy excess is protected. If you make a claim under your car insurance policy, we will pay your excess for you to the repairer or garage once you notify us of the claim, if you pay your excess yourself, keep your receipts and we will reimburse you the amount of your excess.

What is covered under Car Excess insurance?

This depends on the amount of the original policy excess you choose to protect but is usually equal to your existing excess.

Can I protect the excess under an existing car insurance policy?

Yes, you can take out Car Excess insurance at any time. We recommend that you do so when you purchase or renew your car insurance policy.

What happens if the repair cost is less than the excess under my car insurance policy?

If the value of your claim is lower than the amount of the excess under your car insurance, it will not be covered under either your car insurance policy or your Car Excess insurance.

Does the Car Excess insurance cover accidents which are my fault?

Yes, both at-fault and non-fault accidents are covered?

Who is the insurer of Car Excess insurance?

This insurance is underwritten by certain syndicates of Lloyd’s of London, which is authorised by the Prudential Regulatory Authority and regulated by the Financial Conduct Authority and the Prudential Regulatory Authority.

How do I make a claim?

For policies purchased prior to the 1st of October 2018, please contact Car Care Plan on telephone: +44 (0) 344 573 8240 or Via Email: specialist.claims@carcareplan.co.uk.

For policies purchased on or after the 1st of October 2018, please contact our Claims Administrator, Commercial & General Ltd on telephone: +44 (0) 20 3740 4431 or Via Email: claims@comandgen.com.

For more information, please look at the claims section here or refer to your insurance policy document.

How can I cancel my Car Excess insurance?

You may cancel your Car Excess insurance within 14 days of receiving it (cooling-off period) and you will be entitled to a full refund of the premium as long as you have not made and do not intend to make a claim.

You can also cancel at any time after the 14-day cooling-off period and we will make a proportionate refund of the premium paid, as long as you have not made a claim and do not intend to make a claim.

However, any such refund may be subject to an administration charge.

To cancel cover please contact us by writing or emailing to Bettersafe Products Ltd, email address enquiries@bettersafe.com, with your policy reference number, your confirmation you have not nor intend to make a claim and the reason you wish to cancel.

Your premium refund will then be credited back to the debit or credit card you used in the original purchase. This can take up to 10 days to appear on your card statement.

How can I make a complaint?

We aim to provide a high level of service to all our customers but occasionally things can go wrong. When this happens, we will do everything we can to put things right and assist you.

If you wish to make a complaint, please telephone us on +44 (0)20 3740 4431.

For more information on how to complain please look here.

HOME EXCESS INSURANCE

My home insurance policy has an excess, what is it?

Most insurance policies require you, the policyholder, to pay the first part of a claim. This is called the policy excess. It is also sometimes called a deductible.

How does the excess work on my insurance policy?

When you make an insurance claim you will be asked to make a contributory payment towards the cost of the claim once the claims has been settled i.e. repairs have been completed or your claim payment from the insurer will be reduced by the amount of the applicable policy excess. Either way you will have to pay part of the claim yourself.

How long does the insurance policy last?

Home Excess insurance is an annually renewable policy.

Is the Home Excess insurance transferrable to another house?

It is not possible to transfer the policy to another house.

Will I still need to buy home insurance?

Yes, Home Excess insurance is supplementary to your home insurance – it covers the excess under your home insurance policy not the home itself.

What is covered under Home Excess insurance?

This depends on the amount of the original policy excess you choose to protect but is usually equal to your existing excess..

Can I protect the excess under an existing home insurance policy?

Yes; you can take out Home Excess insurance at any time. We recommend that you do so when you purchase or renew your home insurance policy.

What happens if the repair cost is less than the excess under my home insurance policy?

If the value of your claim is lower than the amount of the excess under your home insurance, it will not be covered under either your home insurance policy or your Home Excess insurance.

How does Home Excess insurance work?

Once you purchase Home Excess insurance your original home insurance policy excess is protected. If you make a claim under your home insurance policy, notify us of the claim, keep your receipts and we will reimburse you the amount of your excess.

I do not live in the UK can I purchase a Home Excess insurance policy?

You need to have a UK address to purchase a Home Excess insurance policy.

Who is the insurer of Home Excess insurance?

This insurance is underwritten by certain syndicates of Lloyd’s of London, which is authorised by the Prudential Regulatory Authority and regulated by the Financial Conduct Authority and the Prudential Regulatory Authority.

How do I make a claim?

For policies purchased prior to the 1st of October 2018, please contact Car Care Plan on telephone: +44 (0) 344 573 8240 or Via Email: specialist.claims@carcareplan.co.uk.

For policies purchased on or after the 1st of October 2018, please contact our Claims Administrator, Commercial & General Ltd on telephone: +44 (0) 20 3740 4431 or Via Email: claims@comandgen.com.

For more information, please look at the claims section here or refer to your insurance policy document.

How can I cancel my Home Excess insurance?

You may cancel your Home Excess insurance within 14 days of receiving it (cooling-off period) and you will be entitled to a full refund of the premium as long as you have not made and do not intend to make a claim.

You can also cancel at any time after the 14-day cooling-off period and we will make a proportionate refund of the premium paid, as long as you have not made a claim and do not intend to make a claim.

However, any such refund may be subject to an administration charge.

To cancel cover please contact us by writing or emailing to Bettersafe Products Ltd, email address enquiries@bettersafe.com, with your policy reference number, your confirmation you have not nor intend to make a claim and the reason you wish to cancel.

Your premium refund will then be credited back to the debit or credit card you used in the original purchase. This can take up to 10 days to appear on your card statement.

How can I make a complaint?

We aim to provide a high level of service to all our customers but occasionally things can go wrong. When this happens, we will do everything we can to put things right and assist you.

If you wish to make a complaint, please telephone us on +44 (0)20 3740 4431.

For more information on how to complain please look here or please refer to your policy insurance document.

COMMERCIAL VEHICLE EXCESS INSURANCE

My Commercial Vehicle insurance policy has an excess, what is it?

Most insurance policies require you, the policyholder, to pay the first part of a claim. This is called the policy excess. It is also sometimes called a deductible.

How does the excess work on my insurance policy?

When you make an insurance claim you will be asked to either make a contributory payment when you collect your vehicle once repaired or your claim payment from the insurer will be reduced by the amount of the applicable policy excess. Either way, you will have to pay part of the claim yourself.

What is Commercial Vehicle Insurance?

It is possible to insure the amount of excess under your commercial vehicle insurance policy. For a modest additional charge, you can take out additional insurance which will pay your excess for you. Often the cost of this protection is less than the saving in the original cost of insurance.

How long does the insurance policy last?

Commercial Vehicle insurance is an annually renewable policy.

Will I still need to buy Commercial Vehicle Insurance?

Yes, Commercial Vehicle excess insurance is supplementary to your commercial vehicle insurance – it covers the excess under your commercial vehicle insurance policy, not the vehicle itself.

How does Commercial Vehicle insurance work?

Once you purchase commercial vehicle excess insurance your original car insurance policy excess is protected. If you make a claim under your commercial vehicle excess insurance policy, we will pay your excess for you to the repairer or garage once you notify us of the claim, if you pay your excess yourself, keep your receipts and we will reimburse you the amount of your excess.

What is covered under Commercial Vehicle insurance?

This depends on the amount of the original policy excess you choose to protect but is usually equal to your existing excess.

Can I protect the excess under an existing Commercial Vehicle insurance policy?

Yes; you can take out Car Excess insurance at any time. We recommend that you do so when you purchase or renew your car insurance policy.

What happens if the repair cost is less than the excess under my Commercial Vehicle insurance policy?

If the value of your claim is a lower than the amount of the excess under your Commercial Vehicle insurance, it will not be covered under either your Commercial Vehicle insurance policy or your Commercial Vehicle Excess insurance.

Does the Commercial Vehicle Excess insurance cover accidents which are my fault?

Yes, both at-fault and non-fault accidents are covered?

Who is the insurer of Commercial Vehicle Excess insurance?

This insurance is underwritten by certain syndicates of Lloyd’s of London, which is authorised by the Prudential Regulatory Authority and regulated by the Financial Conduct Authority and the Prudential Regulatory Authority.

INCOME PROTECTION

Who is Bettersafe

Bettersafe is a specialist broker that offers a range of insurance products to their customers. We aim to build simple products that are easy to understand and easy to apply for, offering excellent value at competitive premiums.

What is Bettersafe Income Protection?

Bettersafe Income Protection offers our customers the opportunity to protect their monthly income against unfortunate incidents such as an accident, illness, or unemployment. You can select full accident, sickness, and unemployment or simply choose accident & sickness on its own, or unemployment only.

How do I apply for cover?

Applying for cover is simple and straightforward. Simply follow the application process, which will give you a premium quote, request some personal data, and ask various questions about your existing health and employment status.

How do I make a claim?

To make a claim, please contact our Claims Administrator on 01285 626020. The address for the Claims Administrator is: Trent-Services, Trent House, Love Lane, Cirencester, GL7 1XD. For more information, please look at the claims section here or refer to your insurance policy document.

How much benefit can I choose to cover myself for?

You can select any amount up to a maximum of £2,000 per month.

How long can I claim for?

You can receive monthly benefits up to a maximum of 12 consecutive months.

Is there a waiting period before I receive my benefit?

Yes, in your application you selected a waiting period before you can claim monthly benefit. Please refer to your schedule for confirmation of your waiting period.

How can I cancel my policy?

You may cancel your policy during the cooling-off period of 30 days. Any premium that has been collected during this period will be refunded. If you cancel after the cooling-off period, no further premium will be collected and no refund of the premium will be made.

How do I make a complaint?

We aim to provide a high level of service to all our customers but occasionally things can go wrong. When this happens, we will do everything we can to put things right and assist you. The full complaints procedure can be found in your policy document. In the first instance, if you have any questions about the policy, please contact the administrator.

Who is the administrator?

The administrator for this policy is Trent-Services (Administration) Ltd, who can be contacted in the following ways.

Telephone: 01285 626020
Email: admin@trent-services.co.uk
Post: Trent House, Love Lane, Cirencester, GL7 1XD

Who is the insurer?

The insurer for the policy is Vibe Syndicate Management Limited on behalf of Syndicate 5678, at Lloyd’s of London.

How do I receive my insurance documents?

Your policy documents will be emailed to you once your application has been accepted.

How do I receive my monthly benefit?

Monthly benefit payments are made directly to you, payable from the administrator.

Are there any exclusions?

Yes, as with most insurance policies there are various exclusions to be aware of. Please refer to your policy documents to access the full list of exclusions.

Are there any helplines that may be of benefit?

Yes, we have partnered with Legal Protection Group to provide a range of helplines to assist with personal legal advice, tax advice, and a counselling helpline. Please refer to your policy document for a full breakdown of the services on offer and the contact numbers.

What is an initial exclusion period?

An initial exclusion period is a period of time that you cannot make a claim for Unemployment from the start date of your policy. This policy has an initial exclusion period of 120 days following the policy start date.

How long does my policy last?

Your policy will remain in force as long as you continue to pay monthly premiums. Your policy will be reviewed 12 months after the start date of cover, and then annually thereafter.

Is there a joint cover option?

No, this policy does not offer joint cover. Should you wish for joint cover, both customers must apply separately.

MOBILE PHONE AND GADGET INSURANCE

As of the 30th of September 2022, Bettersafe is no longer selling Mobile and Gadget Insurance.

What is Mobile phone and Gadget Insurance?

Mobile Phone & Gadget Insurance is a cost-effective way to insure your mobile phones and other electronic equipment both inside the home and whilst you are out and about. It’s only when something goes wrong and we have to replace these products that we understand the true value of our every day Gadgets.

Which Gadgets can I protect with Gadget Insurance?

Most every day Gadgets can be insured. We cover smartphones such as iPhones, other Mobile Phones (other than a Samsung Galaxy Fold), Smart Watches, Laptops, iPads and other Tablet devices, Sat Navs, Game Consoles, Portable DVD Players, iPods and other MP3 players, Digital Cameras and Lenses, Kindles and other e-readers. Digital Cameras and Lenses are insured individually as separate items. Under our Premier Plan, we also offer to insure your digital downloads purchased by you and downloaded from the internet onto the Gadget you insure. Often the value of these downloads can be more than the value of the Gadget on which they are stored.

What is covered under the policy?

We offer two different Plans with different covers:

Terms and conditions apply so please ensure you read the policy wording before purchase.

What is the difference between each plan?

Essential Plus Each gadget is insured up to £1,000 for Theft, Accidental Damage, Breakdown, Accidental Loss, and Malicious Damage. Single items policies have a maximum claim limit of £2,000 in any one year but there is no limit to the number of claims that may be made under our multi-item policy.

Premier - Our highest level of cover which automatically includes all of the benefits of our Essential Plus Plan. In addition, the Premier Plan includes £1,000 of cover for your digital downloads held on the equipment you insure should you irretrievably lose these. Downloaded material may include music, games, videos, apps, ebooks or any other software you have downloaded for a fee. The claims limit for each gadget is £1,250 and the maximum amount you can claim in any one year is £2,500 for single item policies but there is no limit to the number of claims that may be made under our multi-item policy.

• All Plans include cover for Accessories such as battery chargers, carrying cases, and hands-free mounting kits up to a combined retail price of £250 including VAT lost or damaged at the same time as your gadget.
• All Plans also include cover for use of your gadget anywhere in the world up to a maximum of 90 days in total in any one 12 month period.
• Fraudulent Call Use cover is up to a maximum limit of £1,000 and cover will only apply to unauthorised calls made within 24 hours of the discovery of the loss or theft of your phone.
• A policy excess applies to each and every claim (this is the amount you must contribute towards the claim).

  The policy excess under the Essential Plan is £100 for each and every claim.

  The policy excess under the Premier Plan is £150 for each and every claim.

  An additional excess of £50 will apply to each claim occurring within the first 30 days of policy purchase or within the first 30 days from the date any gadget being claimed for is added to the policy. This additional excess will apply to both the Essential Plus and Premier Plans.

• i-Digital offers a short online application process to help you obtain your cover quickly and easily. Our call centers for policy administration and claims are in the UK and you can talk to knowledgeable staff who are waiting to help you.
• We offer an annual or a monthly rolling policy to give you maximum flexibility.

It's important to read the policy documents and understand what's covered and when. When you go through our online quote system you will be given the opportunity to read these before you commit to taking out a policy.

How many Gadgets can I insure?

You can insure a single Gadget or up to five items under the same policy.
If you want more than 5 Gadgets covered you can take out any number of policies. The important thing to remember is that you, an immediate family member who permanently resides with you or your employer must own the Gadgets (as shown by the proof of purchase) in order to take out the insurance.

Can I travel outside of the UK for more than 90 days a year and maintain my insurance?

The cover is extended under all Plans to include use of the insured Gadget anywhere in the world but only up to a maximum of 90 days in any single 12 month period. Cover will only apply outside the UK for up to 90 days but not beyond that time.

Do my other insurance policies cover my gadgets?

If your home insurance policy includes ‘Personal Belongings’ insurance away from the home or ‘All Risks Cover’ you should check whether it covers your Gadgets. Normally items under Personal Belongings or All Risks Cover will only be covered for theft or accidental damage but not for breakdown. The excess on a home insurance policy may also be higher than our policy excess. You should also check any cover provided by your bank or any other insurance policies you may hold before deciding to purchase this policy.

What is my IMEI or Serial number and how do I find it?

The IMEI (International Mobile Equipment Identification) number is unique to your mobile phone or smartphone handset. It can be obtained by dialing *#06# on your phone and your IMEI number will be displayed. Other Gadgets will have a unique serial number which you should be able to find on the Gadget itself, your instruction manual, or stated on your proof of purchase

When does my cover commence?

There is an initial 14 day period during which, if your Gadget is stolen, lost, damaged or breaks down, you will not be able to claim and this is called the “exclusion period”. The exclusion period is:

• 14 days after the start date of your policy
• 14 days after any change to your policy in which you add a Gadget to your policy or replace a current insured Gadget – the exclusion period applies to the Gadget you add.

Please note that if you have an annual policy the exclusion period will only apply when you first take out the policy. If you renew your annual policy in 12 months time, the exclusion period will not re-apply at renewal.

If I choose to pay my premium monthly, do I need to renew the policy?

There is no need for you to instruct us to renew the policy. If you select monthly rolling periods of cover, the insurance will continue by periods of one month at a time on receipt of each monthly premium which is collected by the policy administrator by Direct Debit.

How do I renew an annual policy?

You will be contacted up to 30 days before the annual renewal date and we will tell you about any changes to the premium or the policy terms and conditions and how to renew your policy. Annual premiums are collected by the policy administrator by Credit or Debit card.

Can you change the policy cover or price?

If you have an annual policy, we would only change the cover or price at your next annual renewal date. You will be contacted up to 30 days before the annual renewal date and we will tell you about any changes to the premium or the policy terms and conditions.

If you have a monthly rolling policy, you will receive at least 30 days written notice if we decide or need to change your policy cover or price. Should we make a change to the cover or price we will not make another change for at least six months.

How can the policy be cancelled?

If you decide that for any reason, this policy does not meet your insurance needs then please return it to the policy administrator within 14 days from the day of purchase or the day on which you receive your policy documentation, whichever is the later. On the condition that no claims have been made or are pending, the policy administrator will then refund your premium in full.

If you wish to cancel your Policy after 14 days and you pay your premium monthly there will be no refund because you will have only paid for the cover you have already received.

If you wish to cancel your Policy after 14 days and you pay an annual premium in full once a year then, provided no claim has been made, you will receive a proportionate refund of the annual premium you have paid.

The Insurer shall not be bound to accept renewal of any insurance and may at any time cancel any insurance document by giving 14 days’ notice in writing. A cancellation letter or email will be sent to you at your last known address as provided by you at the time of application. Reasons for cancellation may include but are not limited to:

• Fraud
• Threatening and abusive behaviour
• Non-compliance with policy terms and conditions
• You have not taken reasonable care to provide accurate and complete answers to the questions your (policy administrator/agent) asked.

If we cancel the policy and/or any additional covers you will receive a refund of any premiums you have paid for the cancelled cover, less a proportionate deduction for the time we have provided cover.

How do I amend my policy?

If you wish to amend your policy to add, replace or remove any Gadgets please contact the policy administrator.

Who is the insurer?

Our Mobile Phone and Gadget Insurance is underwritten by Astrenska Insurance Limited who is authorised by the Prudential Regulation Authority and regulated by the Financial Conduct Authority and Prudential Regulation Authority. Firm Reference No. 202846

How soon will I receive all my policy documents?

We will email your policy documents immediately after purchase.

Can I insure my Gadget if I live outside of the UK?

Unfortunately not, this policy is for Gadgets bought and used in the UK.

If I purchased my Gadgets abroad can I have cover?

No, the Gadget has to be bought in the UK.

Who can use my Gadgets?

You, your immediate family or an authorised user.

Please look at the policy carefully as conditions apply. The policy must be taken out in your name and you or an immediate family member must own the Gadget (as shown by the proof of purchase). However, immediate family means, if you are an individual, your mother, father, son, daughter, spouse, domestic partners who permanently resides with you. There is no age limit on who may use the Gadget.

If the policy is owned and has been taken out by a business (firm, company or partnership), authorised users are registered employees who have been given your express permission to use the Gadget.

Whose Gadgets can I insure under my policy?

The Gadgets must be insured by the owner or, if you are an individual, by you on behalf of an immediate family member who permanently resides with you as shown on the proof of purchase. If your gadget was received by you or an immediate family member as a gift, it can be insured by you provided you hold the original proof of purchase.

Can my Gadget be used for business purposes?

Yes, all Gadgets are covered for both business and personal use. However, if the Gadget is owned by a business (firm, company or partnership) the insurance must be taken out in the name of that business and as a registered employee you must have your employer’s express permission to use the Gadget.

Can I insure second-hand Gadgets?

The Gadgets must be purchased as new or refurbished. Any refurbished device must be purchased directly from the manufacturer or network service provider. In the event of a claim, we will need to see the original proof of purchase to show it is not more than 24 months old when purchased as new or refurbished and where it was purchased in the UK. Please note we do not accept proof of purchase from any auction website like eBay or personal classified ad sites such as Gumtree for either the original purchase or any subsequent purchase.

What do I need to do to make a claim?

All claims must be notified as soon as it is reasonably possible after the event which causes you to submit a claim. Following these procedures, and any instructions or advice given to you by your claims administrator will help your claim to run smoothly.

Theft, Accidental Loss and Malicious Damage Claims:
You must notify the appropriate local police authority as soon as possible following discovery of the incident and obtain a crime reference and a copy of the police crime report (where applicable).
Should you be claiming for the theft or accidental loss of your mobile phone you must also contact your network provider as soon as possible following discovery of the incident to place a call bar on your mobile phone.
For all claims (including theft, accidental loss, breakdown and malicious damage):
You should contact your claims administrator as soon as reasonably possible following discovery of the incident (or in the event of an incident occurring outside of the United Kingdom as soon as reasonably possible following your return to the United Kingdom):
Online claims: www.eclaimcity.co.uk/
Phone: 0333 999 7905 (local rate call)
Email: claims@citymain.com
Post: The Claims Team, Citymain Administrators Limited, 3000 Lakeside, North Harbour, Western Road, Portsmouth, PO6 3FQ.
You should complete any claim form you may be provided with fully, and return it to your claims administrator in accordance with their instructions, together with any supporting documentation including, but not limited to:

• incident or crime reference number or lost property number or police crime report (where applicable);
• proof of purchase, proof of date of purchase or proof of exchange;
• proof of usage;
• and any other documentation we reasonably request that is relevant to your claim.

Where you are making a claim for accidental damage, malicious damage or breakdown, you will be asked to send your gadget to your claims administrator in a padded envelope by registered mail. You will be responsible for the cost of posting your gadget to your claims administrator. There is no cover provided by this policy in respect loss, damage or theft for gadgets which are not mailed this way.

Will my Mobile Phone or Gadget be replaced or repaired if it's damaged?

If your claims administrator determines that your gadget needs to be replaced following a valid claim they will endeavour to replace your gadget with an identical, fully refurbished (or new where a refurbished item is not available) gadget of the same age and condition as your gadget. However, in the unlikely event, this is not possible, your claims administrator will provide you with a fully refurbished (or new where a refurbished item is not available) gadget of a comparable specification or the equivalent value taking into consideration the age and condition of your gadget prior to your claim.
Please note that although we will endeavour to replace your gadget with the same colour, it may not always be possible and therefore you will be provided with an alternative colour in that situation.

Will you pay for my postage charges if my gadget needs to be repaired?

You will be asked to send your gadget to your claims administrator or to our authorised repairer. You will be responsible for the cost of postage. To avoid any further damage being caused to your gadget, we recommend that you use a padded envelope and send your gadget by registered mail.
There is no cover provided by this policy in respect of loss, damage or theft for gadgets which are not mailed in this way.
Your claims administrator will arrange for the repair of your gadget and return it to you by courier to your last known address or the address specified on your claim submission.

Do you use approved repairers?

We want all repairs to have high-quality repairs and will only use our approved repairers. Our repairers may not necessarily be authorised or approved by your gadget manufacturer which may affect your manufacturer’s warranty and returns or upgrade policies. Any valid breakdown claim not covered by your manufacturer’s warranty due to an earlier repair completed by us would be fairly considered by us provided your policy remains in force. All of our repairs carry a minimum of three months warranty.

Is there an excess fee?

A policy excess applies to each and every claim (this is the amount you must contribute towards the claim).

• The policy excess under the Essential Plan is £100 for each and every claim.
• The policy excess under the Premier Plan is £150 for each and every claim.

An additional excess of £50 will apply to each claim occurring within the first 30 days of policy purchase or within the first 30 days from the date any gadget being claimed for is added to the policy. This additional excess will apply to both the Essential Plus and Premier Plans.

GAP INSURANCE

What is GAP Insurance? 

GAP means Guaranteed Asset Protection. GAP insurance is an insurance policy that covers the financial loss that can occur if your car is written off.

How do I make a claim?

To notify a claim please call 0330 111 3093. Lines are open between 09.00am and 17.00pm Monday to Friday (excluding bank holidays). Alternatively, please send an email to info@notifyaclaim.co.uk or write to: Jackson Lee Underwriting, The Estate Office, Shadrack, Berry Pomeroy, Totnes, Devon, TQ9 6LR. 

IMPORTANT - Please do not accept a motor insurance settlement without first contacting the claims line on 0330 111 3093.

What does GAP insurance cover? 

Gap Insurance covers the gap between the amount you have paid for your car and the amount your insurer pays out in the event it is written off. Our Combined Gap product will pay the difference between the motor insurer’s settlement and the purchase price of your vehicle. Our Lease Gap product will pay the difference between the outstanding finance balance and the motor insurer’s settlement.

Any named driver on your car insurance policy is covered by the GAP insurance policy, should they be behind the wheel when the worst happens.

What defines a vehicle a write off?

There are 3 types of Write-off:

• The first type of write-off is the most serious where the vehicle is only fit for scrap and should never be driven again.
• The second type of write-off is if the vehicle is unfit for the road and should never be driven again but parts can be salvaged.
• The third type of write-off is if the vehicle could be repaired but the costs of repairing the vehicle are too high and don’t cover the costs of the initial price of the vehicle.

What is the period of insurance?

You can select between 1, 2 and 3 years cover. The period of insurance starts when you buy the policy and end on one of the earliest of the following dates:

• The period shown on your schedule.
• The date on which your vehicle is repossessed by the finance company.
• The date your vehicle is declared a total loss.
• The date your vehicle is sold or transferred to a new owner.

What types of vehicle do you insure?

We currently provide cover for cars only. Your vehicle must be:

• equal to or below £80,000 in value.
• purchased within 60 days prior to the start date of your policy.

What exclusions are there?

There are some vehicles we do not cover. These are: All Fiat Abarth’s, All Audi S, SQ and RS models, Landrover Range Rover models, BMW M models, Competition editions and Alpina, VW R models, Subaru impreza/WRX, Nissan GTR, Mercedes Brabus, AMG 45 & AMG 63 models, Ferrari, Bentley, McLaren, Lamborghini, Rolls Royce, Noble, Aston Martin, Cadillac, Corvette, Hummer, Lotus, Maserati, Mitsubishi Evolution, Nissan GT-R and TVR.

As with most insurance policies, there are some other exclusions that will apply. We strongly recommend you read your policy wording to see a full list of exclusions, but these include:

• Vehicles used as an emergency vehicle, bus, courier, truck, heavy goods
• Vehicle is driven by any person not holding a valid current driving license
• A total loss resulting from you being intoxicated or under the influence of alcohol or drugs
• Vehicles used for track days, road racing, rallying, as a taxi or private hire vehicle or for driving school tuition.

Does my vehicle have to be registered in the United Kingdom?

Yes, your vehicle has to be registered in the United Kingdom. 

Is there any territorial limits?

Yes, they are: England, Scotland, Wales, Northern Ireland, the Isle of Man, the Channel Islands, any other country that is a member of the E.U. and any other country shown on an International Motor Insurance Card (“Green Card”) indicating that cover is in force on the date of an incident that results in a total loss.

Where does my claim get paid to?

Any amount due will be paid to you where your vehicle is not subject to a finance or contract hire/lease agreement. If your vehicle is subject to a finance agreement or contract hire/lease agreement the benefit will be paid to the finance company and we will pay any excess over the early settlement amount or termination charge to you.

Do I need a motor private insurance?

Yes, your vehicle must be covered under a comprehensive motor insurance policy throughout the period of insurance by an authorised United Kingdom motor insurer and the policy must cover loss or damage to your vehicle caused by accidental damage, fire or theft.

If any of my personal details have changed, do I need to report these?

If your details have changed, please tell us immediately about any changes which may affect your cover. If you fail to do so, your policy may not be valid, and we may not pay your claim. For example, you must tell us if:

• You move to a new house or change the place you keep your vehicle.
• Your name changes (for example, by marriage).
• You change your vehicle or the owner of your vehicle changes.
• You change what you use your vehicle for (for example, you start using it for business purposes).
• You make changes to your vehicle.
• You change your registration number to a cherished number plate.

How can I cancel my GAP insurance?

If this policy does not meet your needs, you have 30 days from the date you received your policy documents, or from the purchase date, whichever is later, to cancel the policy and get a full refund. To cancel your policy after 30 days, please contact Bettersafe at enquiries@bettersafe.com. Your cancellation will be calculated on the basis of a refund proportionate to the unexpired term of the period of insurance provided you have not had a successful claim. No refund will be provided if you are in the last 6 months of your policy.

Please note: A cancellation fee of £25.00 will apply to all policies cancelled after 30 days and will be deducted from your refund due.

Who is the Insurer?

The insurer for both our Combined and Lease Gap products, is Ageas Insurance Limited, regulated by the Prudential Regulation Authority and the Financial Conduct Authority..

Roadside Assistance

What if my car is stolen or vandalised?

Unfortunately, this policy does not cover you if your car is stolen or vandalised.

Am I covered if my vehicle runs out of fuel?

You are covered if your car runs out of fuel.

What happens if my vehicle breaks down at home?

If you have a plus policy you will be covered for home assist which will cover you if you breakdown within 1 mile of your home.

How many callouts am I covered for?

Up to 6 per policy as long as it is not related to an existing issue that you required assistance for previously unless repair has been done by a garage.

What happens if my vehicle breaks down at the roadside?

If your vehicle breaks down, please call our 24-hour Control Centre on 08002062631. We will arrange and pay for a recovery operator to attend the breakdown and where appropriate, spend up to 60 minutes to try and repair the vehicle.

What happens if I change my vehicle?

Our policy only covers the vehicle registered on our database, therefore, any changes must be notified immediately by contacting the organisation you purchased this policy from.

Will you pay for labour or parts needed to repair my vehicle?

The cost of any parts, components or materials used to repair the vehicle is not included. If we can repair your vehicle at the roadside, you must accept the assistance being provided and immediately pay for any parts supplied and fitted by debit or credit card.

What if I cannot pay for the parts?

If you do not have any sufficient funds to pay for the parts, all further cover for the claim for this policy will cease.

What happens if you are unable to fix my car?

If the recovery operator is unable to repair within 60 minutes at the roadside, we will either arrange and pay for your vehicle and passengers to be recovered to the nearest suitable garage or to your chosen destination within 10 miles from the scene of the breakdown.

What if I am away from home, would you pay for my accommodation?

We will pay up to £150 for a lone traveller or £75 per person towards the reasonable cost of overnight accommodation.

What happens if I put the wrong fuel in my vehicle?

We will arrange and pay up to £250 (inc VAT) for a recovery operator to either recover your vehicle and the passengers to the recovery operator’s base or at roadside, where a drain and flush to your vehicle’s fuel tank can be deducted. We will also provide 10 litres of correct fuel.

Am I entitled to a second call out if you can’t recover my vehicle to a garage?

In the event that we are unable to repair your vehicle at the roadside and a suitable garage cannot accept the vehicle the same working day, we will recover your vehicle and passengers to the home address, or the address agreed in accordance with the level of cover you purchased. We will then arrange with you to collect the vehicle and take it to the nearest suitable garage.

What if I can’t find my locking wheel nut?

Costs incurred in addition to a standard callout where service cannot be undertaken at the roadside because the vehicle is not carrying a serviceable spare wheel, aerosol repair kit, appropriate jack or the locking mechanisms for the wheels are not immediately available to remove the wheels. This exclusion does not apply to motorcycles or scooters.

Are lost, stolen or broken keys covered?

If you lose, break, or lock your vehicle keys within your vehicle, we will pay the callout and mileage charges back to the recovery operator’s base or your preferred destination.

How many callouts am I covered for?

Up to 6 per policy as long as it is not related to an existing issue that you required assistance for previously unless repair has been done by a garage.

What if I call for assistance, but then I cancel?

If a callout is cancelled by you and a recovery operator has already been dispatched, you will lose a callout from your policy. We recommend you wait for assistance to ensure the vehicle is functioning correctly. If you do not wait for assistance and the vehicle breaks down again within 12 hours, you will be charged for the second any subsequent callouts.

INFO FOR CLAIMS PAGE:

If your vehicle breaks down in the territorial limits (UK) please call our 24-hour Control Centre on:

0800 206 2631

If you are unable to make a connection, please contact us on 01206 714356.
For assistance in the territorial limits (Europe), call us on:

0044 1206714356

If you are deaf, hard of hearing or speech impaired, please send a text message containing your full name, policy number, vehicle registration and policy postcode to 07537 404890