Accidental Damage Insurance Policy - Terms and Conditions
CompleteCare
THIS COMPLETECARE POLICY (THE “POLICY”) IS UNDERWRITTEN BY LONDON GENERAL INSURANCE
COMPANY LIMITED, REGISTERED NUMBER 1865673, REGISTERED ADDRESS COMBINED HOUSE, 15
WHEATFIELD WAY, KINGSTON UPON THAMES, SURREY KT1 2PQ, WHO HAVE APPOINTED DELL PRODUCTS
WHOSE PRINCIPAL OFFICE IS AT RAHEEN INDUSTRIAL ESTATE, LIMERICK, IRELAND (“THE AGENT”) AS
THEIR AGENT TO SELL THIS INSURANCE PRODUCT AND ADMINISTER ANY CLAIMS ARISING FROM THIS
POLICY.
BY ACCEPTING THE COMPLETECARE COVER REFERENCED ON YOUR INVOICE, YOU (THE INDIVIDUAL,
COMPANY OR ENTITY NAMED ON THE SCHEDULE OF INSURANCE AS THE POLICYHOLDER) AGREE TO BE
BOUND BY AND ACCEPT THE TERMS AND CONDITIONS HEREIN. PLEASE READ THIS POLICY IN ITS ENTIRETY.
THESE TERMS AND CONDITIONS (THE “CONTRACT”) WILL SUPPLEMENT THE TERMS AND CONDITIONS OF ANY
APPLICABLE OVERRIDING SIGNED AGREEMENT BETWEEN YOU AND DELL (INCLUDING WITHOUT LIMITATION,
DELL’S STANDARD KEY CUSTOMER PURCHASE AGREEMENT) OR, IN THE ABSENCE OF SUCH AN AGREEMENT,
DELL’S STANDARD INVOICE TERMS AND CONDITIONS OF SALE. THIS CONTRACT IS BETWEEN YOU AND
LONDON GENERAL INSURANCE COMPANY LIMITED (THE “UNDERWRITER”). ALL CAPITALIZED TERMS AND
CONDITIONS NOT DEFINED HEREIN SHALL HAVE THE MEANING SPECIFIED IN THE AFORMENTIONED SIGNED
AGREEMENT OR DELL’S STANDARD INVOICE TERMS AND CONDITIONS.
For the price you paid for your policy (the “Total Price”) plus any applicable taxes, London General Insurance Company Limited
(“we”, “us” or “LGI”) will provide you with CompleteCare cover pursuant to the following terms and conditions:
1. Products Covered/External Components Excluded (“Covered Product”):
This Policy will cover the Product (Dell Computer or Specified Peripheral for which the insurance premium has been paid) described
on Dell’s invoice to you. With regard to each Product covered by this agreement, as detailed on your Schedule of Insurance, the
following general terms, conditions and exclusions apply.
A.
Computers
i.
ii.
Notebooks: only the central processing unit, keyboard, internal hard drives, and the computer’s built-in LCD are
covered.
Desktops: only the central processing unit, keyboard, mouse, internal hard drives, and the computer’s original Dell
branded monitor (when invoiced as part of a system order purchase) are covered.
This Policy does not cover peripheral devices, such as docking stations, external modems, game devices, secondary
monitors, carrying cases, Dell branded external mouse (on Notebooks), Dell branded external keyboard (on Notebooks) (in
both cases when invoiced as part of a system order purchase) and other computer components not internal to the Product
(Please Note: CompleteCare may be purchased for certain peripherals as specified in paragraph 1.B below). This Policy is
for hardware only. CompleteCare cover does not cover any defects in or damage (including without limitation virusinflicted damage) to software preloaded on, purchased with or otherwise loaded on the Product, including without
limitation Custom Factory Integration items.
B.
Specified Dell Branded Peripherals.
Only parts built in or on the base unit, including parts or accessories that are required for regular operation of the unit and
shipped at point of sale, such as internal memory, built-in LCD, internal components/switches, built-in buttons, drawers,
lids or panels, remote controls, synchronization cradles, or cables are covered. Specified Dell Branded Peripherals include
devices such as handhelds/ Personal Digital Assistants (PDA’s), printers, digital cameras, monitors or projectors providing
they meet the above specifications.
CompleteCare does not cover externally-attached peripheral devices, components, cases, or wiring classified as
“accessories” or “consumables” and not built in or on the base unit, such as batteries, light bulbs, projector bulbs,
disposable/replaceable print/ink cartridges, print or photo paper, memory disks, disposable memory devices, wire
connections, carrying cases, stylus pens, docking stations, external modems, external speakers, game devices, game disks,
secondary monitors, external mouse or other input/output devices, any other components not internal to the Product, or
other parts/components requiring regular user maintenance. CompleteCare does not cover any software shipped with
peripherals.
2. Scope of Cover:
Repair and Replacement Cover. During the term of this Policy and subject to the limitations in this Policy, we will repair or replace
the Product as necessary to correct accidental damage to the Product. For example, under this Policy, we will repair or replace the
Product if it is damaged because:
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You spill liquid on the keyboard; or
You accidentally drop the Product; or
An electrical surge damages the Product’s internal circuitry; or
The LCD cracks or shatters in extreme temperatures.
If we repair your Product, you understand and agree that we may replace original parts with new or used parts from the original
manufacturer, or a different one. Replacement parts will be functionally equivalent to the original parts. If our Agent decides that it
is necessary to replace the Product rather than repair it, you will receive a product equivalent to or better than the Product you
originally purchased from Dell, as determined by our Agent at their sole and reasonable discretion.
3. Limits of Support Cover:
This Policy provides worldwide cover. However, we will only repair or replace the Product when it is located in either Austria,
Belgium, Czech Republic, Denmark, Finland, France, Germany, Ireland, Italy, Luxemburg, Netherlands, Norway, Poland, Portugal,
Spain, South Africa, Sweden, Switzerland or the United Kingdom. Should the Product sustain accidental damage covered under this
Policy outside the above countries you are responsible for returning the Product to one of the above countries in order for our Agent
to effect repair or replacement, which is subject to the availability of replacement parts or systems.
This Policy does not cover and we are not obligated to repair or replace:
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Any damage to or defect in the Product that is cosmetic only or otherwise does not affect Product functionality. Under this
Policy, we are not obligated to repair reasonable wear and tear on the Product and other superficial items, such as scratches
and dents that do not materially impair your use of the Product.
Any Product that anyone other than our Agent or a person we or our Agent designate has tried to repair. Any repair or
attempted repair on the Product covered by this Policy by any party other than us, our Agent or someone we designate will
cancel this Policy. We will not reimburse you for any repairs that you or another person make or attempt to make to the
Product.
Any Product that is lost or stolen. To receive repair or replacement of a Product, you must return the damaged Product to
our Agent in its entirety.
Any Product that is damaged by fire from an external source or that is intentionally damaged. If we or our Agent find
evidence of intentional damage, we are not obligated to repair or replace the Product.
Any Product that is damaged by acts of terrorism or war.
Any recovery or transfer of data stored on the Product. You are solely responsible for all data stored on the Product. We
do not provide you any data recovery services under this Policy. However, if hard drive replacement is necessary, the thencurrent version of major application and operating system software you originally purchased from Dell will be reloaded at
no charge to you.
Preventive maintenance. It is not necessary that you perform any preventive maintenance on the Product to obtain repair or
replacement of a Product covered by this Policy.
THIS POLICY IS LIMITED TO A MAXIMUM OF THREE CLAIMS DURING THE TERM OF THE POLICY.
4. Limitation of Liability:
NEITHER THE UNDERWRITER NOR ITS AFFILIATES, PARTNERS, OFFICERS, DIRECTORS, EMPLOYEES OR AGENTS
ARE LIABLE TO YOU, OR ANY SUBSEQUENT OWNER OR OTHER USER OF THE PRODUCT, FOR ANY INCIDENTAL
OR CONSEQUENTIAL DAMAGES, INCLUDING, BUT NOT LIMITED TO, LIABILITY OR DAMAGES FOR THE PRODUCT
NOT BEING AVAILABLE FOR USE, LOSS OR CORRUPTION OF DATA OR SOFTWARE, PERSONAL INJURY, DEATH,
OTHER INDIRECT LOSS DUE TO PRODUCT FAILURE, OR ANY AND ALL INCIDENTAL, INDIRECT, SPECIAL OR
CONSEQUENTIAL DAMAGES ARISING OUT OF OR IN CONNECTION WITH THE USE OR PERFORMANCE OF THE
PRODUCT, EVEN IF YOU HAVE ADVISED US OF THE POSSIBILITY OF SUCH DAMAGES. BY ENTERING INTO THIS
AGREEMENT, YOU EXPRESSLY WAIVE ANY CLAIMS DESCRIBED IN THIS PARAGRAPH. YOU AGREE AND
UNDERSTAND THAT WE WILL NOT BE RESPONSIBLE FOR ANY AMOUNT OF DAMAGES ABOVE THE AGGREGATE
CURRENCY AMOUNT PAID BY YOU FOR THE PURCHASE OF THE PRODUCT COVERED BY THIS POLICY.
5. Your Responsibilities:
a. General: To receive the CompleteCare cover, you are responsible for complying with the following:
1) Cooperate with Technician You must cooperate with the technician to ensure that the Product is properly serviced. At the
technician’s discretion, he/she will either arrange for the shipment of a replacement part for you to install on the Product or give you
direction as to product shipment or pick-up . So long as you follow the technician’s directions, we will pay all charges incurred for
return of the Product to our designated repair facility. Once at our designated repair facility, we may repair the Product or have our
Agent ship you a replacement product depending on an assessment of the damage to the Product. In some cases, where it can be
determined over the telephone that a replacement product will be necessary, our Agent may, at it’s discretion, ship you a replacement
product immediately. However, if you fail to return the damaged Product to us, you agree that you are responsible for the retail price
of the replacement product.
2) Payment. CompleteCare cover is only available with the purchase of a Dell Computer or Specified Peripheral (the “Product”), but
it is not necessary that you purchase CompleteCare cover to buy a Product from Dell. Dell’s invoice to you for the Product will
indicate whether you purchased CompleteCare cover, and will serve as your receipt. The Product will be tagged with a serial number
that will indicate your purchase of CompleteCare cover (the “Service Tag”).
b. How and When to Use:
1) The hours of support shall not include regular recognised public holidays applicable to the country where service is to be carried
out. We and our Agent are not liable for any failure or delay in performance due to any cause beyond our control.
2) LGI is the only party obligated to provide cover under this Policy. To make a claim under this Policy, you must call our
Agent’s claims department at 0870 908 0500. When you call, a technician will ask for the Service Tag number located on your
Product. Once the technician has verified your purchase of CompleteCare cover, he or she will ask you a series of questions to assess
the extent and cause of damage to the Product.
6. General Terms:
a. Term and Renewal: This Policy begins on the date you receive the Product from Dell and expires after the period stated on the
Policy Schedule or upon settlement of your third claim hereunder, whichever is the earlier . There is no obligation on either party to
this Policy for the term of this Policy to be extended or renewed.
b. Claims of Confidentiality or Proprietary Rights: You agree that any information or data disclosed or sent to our Agent or to us,
over the telephone, electronically or otherwise, is not confidential or proprietary to you.
c. Transferability. You may transfer this Policy to subsequent owners of the Product. We will provide CompleteCare cover for the
term of this Policy to all subsequent owners of the Product, but before we provide CompleteCare cover to a subsequent owner, it is
the responsibility of the subsequent Product owner to provide our Agent with Service Tag and/or invoice information to verify the
purchase of CompleteCare cover by the Product’s original owner.
d. Cancellation: This Policy is dated as of the date you receive the Product from Dell. You may cancel this Policy within the thirty
(30) days of your receipt of this Policy by sending written notice to us at:
CompleteCare Service Department
London General Insurance
Combined house,
15 Wheatfield Way
Kingston Upon Thames,
Surrey KT1 2PQ
UK
If you cancel this Policy within thirty (30) days of your receipt of it, we will send you a full refund less the cost of claims, if any,
made under this Policy. You may not cancel this Policy after thirty (30) days of your receipt of this Policy.
We may cancel this Policy if you fail to pay the Total Price plus any applicable taxes for CompleteCare cover in accordance with our
Agent’s invoice terms, make a misrepresentation to us or our Agent, or otherwise breach your obligations under this Policy. We will
not cancel this Policy for any other reason. If we cancel this Policy, we will send you written notice of cancellation at the address
indicated in our records. The notice will include the reason for cancellation and the effective date of cancellation. Any refund of
premium will be at our sole discretion.
e. Entire Agreement: This Contract is the entire agreement between you and LGI with respect to its subject matter and none of our
employees or our Agent may orally vary the terms and conditions of this Contract.
f. Additional Remedies. This Policy affords you specific legal rights. You may have additional legal rights. This Policy is not a
warranty. The Product you purchase from Dell may also come with a limited warranty from Dell or third party manufacturers of
products Dell distribute. Please consult Dell’s limited warranty statements for your rights and remedies under those limited
warranties.
g. Law Applicable. Unless specifically agreed to the contrary this Policy shall be subject to English Law and to the non-exclusive
jurisdiction of the English Courts.
h. Data Protection. You have a right to a copy of your personal data held by us, upon payment of a fee.
i. Customers With Special Needs. We are able to provide upon request certain services to assist customers with special needs. Please
advise us if you require any of these services so that we can communicate in an appropriate manner.
j. Customer Care. If you have cause for complaint you should contact our Agent on 0870 908 0500. If the matter remains
unresolved you may contact London General Insurance Company Limited at Combined House, 15 Wheatfield Way, Kingston Upon
Thames, Surrey KT1 2PQ. If you wish to have independent advice concerning your complaint you may contact the Financial
Ombudsman Service at South Quay Plaza, 183 Marsh Wall, London E14 9SR. Following these procedures will not affect your legal
rights.
k. Underwriters. This Policy is underwritten by London General Insurance Company Limited, which is a private company limited by
shares and incorporated in England whose head office and registered address is Combined house, 15 Wheatfield Way, Kingston
Upon Thames, Surrey KT1 2PQ. Registered Number 1865673. .