ADDED CARE TERMS AND CONDITIONS ARCHIVE

This is a maintenance and repair service plan between you, the purchaser (you/your), and The Warranty Group Services (Isle of Man) Limited (provider). We have appointed TWG Services Limited (administrator) to administer this plan. Any references to “We/Us/Our” in this document refer to the provider and the administrator for ease of reference.

What does this plan provide?

This plan provides service and support for your product listed on the Confirmation Schedule, providing it is operated in a domestic environment. It is designed to ensure your product continues to work correctly and is protected against mechanical and electrical breakdown (other than caused by damage or neglect) during the term of the plan.

Customers with additional requirements

If you have hearing or speech difficulties you can text telephone us on 0330 100 3330. This document and all our literature is available in large print, audio and Braille - we will be happy to provide you with a copy or you can call us on 0330 100 3637 to request a copy.

 

You are eligible for protection under this plan if:

• The product will be used in the UK
  
• The product will be operated in a domestic environment

From the start date on your Confirmation Schedule you have access to:

• Set up and on-going technical assistance (by telephone)

From the first anniversary of the start date on your Confirmation Schedule, you have access to:

• Advice and maintenance and annual health checks (both by telephone)  

The benefit for mechanical and electrical breakdown will begin upon expiry of the John Lewis & Partners guarantee period.

All services under this plan will stop on the earliest of:

• The end date on your Confirmation Schedule; or
• The date your product is replaced or you receive settlement under the plan; or
• The date the insurance is cancelled.
  

 

We may alter the terms of the plan by giving you 30 days’ notice in writing to your last known address. Where we alter the terms, this will only be to comply with legislative changes, in response to industry codes and guidance or where the costs of the plan vary up or down. Where the terms of this plan are changed, you may cancel it and receive a pro rata refund based on the number of full unexpired months of services remaining.

Steps to making a claim

We will always do our best to make sure that you’re satisfied with the outcome. However, if you are not happy with the claims decision, please follow the complaints process in Section 9.

• The services will be provided for products bought and used in the UK.
• Should you wish to transfer your Plan to someone else, please contact the administrator on 0330 100 3637
• You must notify the administrator as soon as possible if any of your details change.
• Where breakdown occurs as a result of any unauthorised repair, modification, or upgrade, we may automatically terminate your plan, unless you have obtained prior written permission from us by contacting the administrator by post or telephone. 
• Where we terminate your plan, you will be entitled to a pro rata refund of cost of the plan based on the number of full unexpired months of services remaining. 

Should you wish to cancel your plan, please contact the administrator by writing to John Lewis & Partners Added Care  PO Box 99, Mitcheldean GL17 0SX or telephoning 0330 100 3637.

If you have not made use of the plan and cancel within 60 days from date of purchase or receipt of these terms, whichever is the later, you will receive a full refund of the cost of the plan paid by you.

If you have made use of the plan you will receive a pro rata refund based on the number of full unexpired months remaining on the plan.

After 60 days you may cancel the plan and will receive a pro rata refund based on the number of full unexpired months remaining on the plan regardless of whether service or support has been given.

If this plan has been provided free of charge then you are not entitled to a refund.  

Unless agreed otherwise, prior to the plan start date on your schedule, English law applies to this plan and the parties shall submit to the non-exclusive jurisdiction of the Courts of England & Wales.

If you have a query regarding this plan, please contact the administrator by telephone on 0330 100 3637 or email JohnLewis@thewarrantygroup.com

For complaints relating to the terms of this plan, administration or the services provided under it, you may contact the Customer Relations Department of TWG Services Limited by telephone on 0330 100 3637 by email customer.relations@thewarrantygroup.com or you can write to John Lewis & Partners Added Care, The Aspen Building, Floor 2, Vantage Point Business Village, Mitcheldean, Gloucestershire, GL17 0AF.

If you have a complaint relating to the sale of the plan, please contact John Lewis & Partners Head Office Customer Services by telephone on 020 7828 1000 or by post to John Lewis & Partners plc, 171 Victoria Street, London SW1E 5NN.

Nothing in this plan affects your statutory rights. You can get advice about your rights from your local Citizens Advice Bureau or Trading Standards Department.

Our ability to discharge our financial obligations that you have to you under this plan are guaranteed and backed up by an independent trust fund. If you require any further details, please contact the administrator.  

When applying for this plan, or requesting assistance, you or anyone acting on your behalf must take reasonable care to answer all questions honestly and to the best of your knowledge. Failure to do so may affect the validity of your plan, or the repair or replacement of your product.

The Warranty Group Services (Isle of Man) Limited and TWG Services Limited (20 Kingston Road, Staines-upon-Thames, Surrey, TW18 4LG telephone: 0330 100 3637, email: Johnlewis@thewarrantygroup.com are the data controllers of the personal data you provide and are committed to protecting the privacy and security of your personal information.Our Data Protection officer can be contacted via the contact details above.

We, and John Lewis & Partners Partnership Plc, will use Your personal data to administer the policy including any claim and for fraud prevention purposes. We may also send other information in this way, including marketing about this and other similar products provided by Our group of companies, but You may contact us at any time to stop receiving any such other information. Your details will not be used for any other marketing purposes.

This may involve sharing information confidentially with suppliers of products or services such as repairers engaged by You or by Us in the purchase or performance of the policy, including any other parties with which We share information for fraud prevention purposes. Your data will be transferred outside the EU to the US for policy administration.

If You do not provide the personal data required, We may be unable to provide the services contained under the policy.

Your personal data will at all times be held securely and handled with the utmost care in accordance with all principles of EU Data Protection law. Your personal data will be kept for only as long as necessary after which time it will be destroyed if it is no longer required for the lawful purpose(s) for which it was obtained.

You have a number of rights to Your data these include the right to be informed, have access, rectification of data, erasure, restrict processing and object to how Your data is processed. To obtain a copy of Your personal data held by Us or for more information on the rights to Your data please contact the Data Protection Officer or see our website for more details.

You have the right to make a complaint at any time to the Information Commissioner’s Office, the UK supervisory authority for data protection issues.

This plan is provided by The Warranty Group (Isle of Man) Limited, whose registered address is Third Floor, St. Georges Court, Upper Church Street, Douglas, IM1 1EE, Isle of Man. Company number 094279C.

We will always do our best to make sure you are satisfied with the outcome. However, if you are not happy with the claims decision, please follow the complaints process in the section ‘Queries and Complaints’.

Should you wish to transfer your policy to someone else, please contact the administrator (Not applicable to mobile phone policies).

You must notify the administrator as soon as possible if any of your details change     

Where accidental damage occurs as a result of any unauthorised repair, modification, or upgrade, we will automatically cancel your policy, unless you have obtained prior written permission from us by contacting the administrator. Where we cancel your policy, you will be entitled to a pro rata refund of premium based on the number of full unexpired months of premium remaining.

 

Cover for accidental damage will begin from the date you purchase this policy, or the date you receive your Product if it is delivered to you, whichever is the later.

Cover under this policy expires on the earliest of:

• The date your Product is replaced or you receive an alternative settlement (this does not apply where you receive a refurbished product), no premiums will be refunded; or
• The expiry date as shown on your confirmation schedule; or
• The date the insurance is cancelled by you or us.

 

If you have hearing or speech difficulties, you can text telephone us on 0330 100 3330. This document and all our literature is available in large print, audio and Braille - we will be happy to provide you with a copy on written request, or you can call us on 0330 100 3637 to request a copy.

 

You may cancel the insurance within the 60 days of receipt of the insurance documents providing you have not made a claim, you will receive a full refund of any premiums paid. If you have made a claim you will receive a pro rata refund based on the number of full unexpired months remaining on your policy.

 After 60 days, you may cancel the Policy and will receive a pro rata refund of the premium you have paid based on the number of full unexpired months of cover remaining regardless of whether a claim has been made, except where the Policy has ceased as detailed under ‘Important Information’.

 Should you wish to cancel your policy, please contact the administrator’s Added Care Team by telephone on 0330 100 3637 or write to John Lewis Added Care Team, PO Box 99, Mitcheldean GL17 0SX. You can also email the team at johnlewis@thewarrantygroup.com.

If this policy has been provided free of charge, then you are not entitled to a refund.

 The insurer can cancel the insurance without notice if you make a claim which we believe to be fraudulent. Otherwise the insurer can cancel your insurance by giving you 60 days written notice to your last known address or an email to the email address you provided. 

 

If you have a query regarding this policy, please telephone the administrator’s Added Care Team on 0330 100 3637 or email johnlewis@thewarrantygroup.com.

For complaints relating to the terms of this policy, administration or claims handling under this insurance please write to the Customer Relations Department of TWG Services Limited at, The Aspen Building, Floor 2, Vantage Point Business Village, Mitcheldean, Gloucestershire, GL17 0AF, telephone 0330 100 3245, or email customer.relations@thewarrantygroup.com. TWG Services Limited administers the policy on behalf of the insurer, London General Insurance Company Limited.

If you purchased this policy in a John Lewis Store or via the John Lewis website and have a complaint relating to the sale of this policy please contact John Lewis Head Office Customer Services by telephone on 020 7828 1000, by post to, 171 Victoria Street, London SW1E 5NN or by email to Head_Of_Customer_Service@johnlewis.co.uk. If you purchased this policy via any other route, please write to the Customer Relations
Department of TWG Services Limited at The Aspen Building, Floor 2, Vantage
Point Business Village, Mitcheldean, Gloucestershire, GL17 0AF, telephone 0330
100 3245, or email customer.relations@thewarrantygroup.com.

If your complaint addressed to any of the above parties is not resolved to your satisfaction you may within 6 months of a final decision contact the Financial Ombudsman Service at Exchange Tower, Harbour Exchange Square, London, E14 9SR, or by telephone: 0800 023 4567 or 0300 123 9 123 or email: complaint.info@ financial-ombudsman.org.uk Website: www.financial-ombudsman.org.uk. Alternatively, you may use the European Commission’s Online Dispute Resolution Website at https://ec.europa.eu/consumers/odr/.

 

The law of England and Wales applies to this policy and you can bring legal proceedings in respect of the policy in the English courts. If you live in Scotland you can bring legal proceedings in respect of the policy in either the Scottish or the English courts. If you live in Northern Ireland you can bring legal proceedings in respect of the products in either the Northern Irish or the English courts. This policy is written in English and all communication with you will be in English.

We may alter the terms of your policy by giving you 30 days’ notice in writing to your last known address. We will only alter the terms of your policy where there is a regulatory or legislative change required, or where we are responding to industry guidance and codes. Where the terms of this policy are changed, you may cancel your cover and receive a pro rata refund based on the number of full unexpired months of cover remaining.

When applying for this Policy, or submitting a claim you or anyone acting on your behalf must take reasonable care to answer all questions honestly and to the best of your knowledge. Failure to do so may affect the validity of your policy or the
payment of your claim.

This policy is underwritten by London General Insurance Company Limited which is authorised by the Prudential Regulation Authority and regulated by the Financial Conduct Authority and the Prudential Regulation Authority, Financial Services Registration No. 202689. The policy is administered by TWG Services Limited which is authorised and regulated by the Financial Conduct Authority, Financial Services Registration No. 312440. You can check these registrations on the Financial Services Register at www.fca.org.uk

We are covered by the Financial Services Compensation Scheme (FSCS). You may be entitled to compensation from the scheme if we cannot meet our liabilities. General insurance contracts are covered for 90% of the entire claim without any upper limit. You can get more information about the compensation scheme arrangements by contacting the FSCS by telephone on 0800 678 1100 or by visiting their website at
www.fscs.org.uk

London General Insurance Company Limited and TWG Services Limited (20 Kingston Road, Staines-upon-Thames, Surrey, TW18 4LG telephone: 0330 100 3637, email: Johnlewis@thewarrantygroup.com are the data controllers of the personal data you provide and are committed to protecting the privacy and security of your personal information.

Our Data Protection officer can be contacted via the contact details above.

We, and John Lewis Partnership Plc, will use Your personal data to administer the policy including any claim and for fraud prevention purposes. We may also send other information in this way, including marketing about this and other similar products provided by Our group of companies, but You may contact us at any time to stop receiving any such other information. Your details will not be used for any other marketing purposes.

This may involve sharing information confidentially with suppliers of products or services such as repairers engaged by You or by Us in the purchase or performance of the policy, including any other insurers with which We share information for fraud prevention purposes. Your data will be transferred outside the EU to the US for policy administration.

If You do not provide the personal data required, We may be unable to provide the services contained under the policy.

Your personal data will at all times be held securely and handled with the utmost care in accordance with all principles of EU Data Protection law. Your personal data will be kept for only as long as necessary after which time it will be destroyed if it is no longer required for the lawful purpose(s) for which it was
obtained.

You have a number of rights to Your data these include the right to be informed, have access, rectification of data, erasure, restrict processing and object to how Your data is processed.

To obtain a copy of Your personal data held by Us or for more information on
the rights to Your data please contact the Data Protection Officer or see our
website for more details.

You have the right to make a complaint about data protection issues at any time to the Information Commissioner’s Office, the UK supervisory authority for data protection

This is your insurance policy. It is a contract of insurance between you, the purchaser (hereafter “you/your”), and the insurer, London General Insurance Company Limited.  TWG Services Limited is this administrator.

In this document, “We/Us/Our” refers to the insurer and the administrator for ease of reference.Please note that having insurance cover does not mean that you should not take care of your product phone. Manufacturer’s guidelines should be followed at all times.

Customers with additional requirements

This document and all our literature is available in large print, audio or Braille. We will be happy to provide you with a copy on written request, or you can text telephone us on 0330 100 3330 or call us on 0330 100 3400 to request a copy.

Description of Cover

This Insurance Policy is intended to cover your furniture product (the item listed on your confirmation schedule) against the following risks (see ‘The Insurance Policy Terms and Conditions’ below for more details): Accidental Damage

You are eligible for cover if:

• The product will be used in a domestic environment and is not used for business purposes; and
• The product will be located in the UK

Cover for accidental damage will begin from the date you received delivery of the product as appears on your sales receipt or the date you purchase this policy, whichever is the later.  

All cover under this policy ends on the earliest of:

• The expiry date as shown on your confirmation schedule; or

• The date your product is replaced.

• The date you no longer own the product (e.g. if you return your product to John Lewis & Partners or you sell/give your product to someone else).

• Or if you choose to cancel your cover (Please see section 7 Cancellations and Refunds).

In the case of accidental damage :

Step 1

To make a claim, telephone the administrator on 0330 100 3637  8am - 6pm Monday to Friday, or 9am - 4pm on Saturdays, and Bank Holidays 9am - 5pm.

You may be required to submit a claim form with photographic evidence of the damage or allow us to inspect the Product. We will explain the simple claims process and advise you what information or documentation you will need to provide when you call.

You will also be required to provide an accurate description of the circumstances that led to your item becoming damaged. If you are unable to do so, this may affect our ability to assess and validate your claim.

Step 2

If your claim is validated and approved, dependent on the nature of the fault we will either at our discretion;·

•  Send a repair technician to your home to inspect or repair the Product. If a repair is not possible on the first visit (for example parts or fabric are required) the technician will arrange a subsequent appointment for a return visit. or;· 
• Ask you to send the Product to us for inspection and/or repair or;· Issue a replacement Product or Settlement (refer to important information about the claims process below)·
•  Ask you to source an independent authorised service technician, pay for the repair and claim this cost back from us.

Step 3

If your claim is accepted, your product will be repaired or replaced in line with these terms. If the product has been purchased as part of a matching set, we may replace the whole set.

For example, if you purchase Added Care on a 3 seater sofa and on a single armchair, and the single armchair is beyond repair and we can’t replace it with an identical model; we may replace both the 3 seater sofa and the single armchair – providing both products were purchased in the same transaction and are both protected with Added Care.

In the event that we replace any other matching items Added Care on those products will cease and no refund will be due.

We will always do our best to make sure that you’re satisfied with the outcome.

 

Should you wish to cancel your policy, please contact the administrator’s Added Care Team by telephone on 0330 100 3637 or write to John Lewis & Partners Added Care Team, PO Box 99, Mitcheldean GL17 0SX. You can also email the team at johnlewis@thewarrantygroup.com

If you have not made a valid claim and cancel the Policy within 60 days from date of purchase or receipt of these terms, whichever is later, you will receive a full refund of the premium paid.   If you have made a claim you will receive a pro rata refund based on the number of full unexpired months remaining on your policy.

After 60 days you may cancel the Policy and will receive a pro rata refund of the premium you have paid based on the number of full unexpired months of cover remaining regardless of whether a claim has been made, except where the Policy has ceased as detailed under ‘Limitations’.

If this policy has been provided free of charge then you are not entitled to a refund.  

Unless agreed otherwise, prior to the policy start date, English law applies to this policy and the parties shall submit to the non-exclusive jurisdiction of the Courts of England & Wales. The EEA State for the purposes of the policy is the United Kingdom.

If you have a query regarding this policy, please telephone the administrator’s Added Care Team on 0330 100 3637 or email johnlewis@thewarrantygroup.com.

For complaints relating to the terms of this policy, administration or claims handling under this insurance please write to the Customer Relations Department of TWG Services Limited at The Aspen Building,

Floor 2, Vantage Point Business Village, Mitcheldean, Gloucestershire, GL17 0AF, telephone 0330 100 3245, or email customer.relations@thewarrantygroup.com. TWG Services Limited administers the policy on behalf of the insurer, London General Insurance Company Limited.

If you have a complaint relating to the sale of this policy please contact John Lewis & Partners Head Office Customer Services by telephone on 020 7828 1000, by post to 171 Victoria Street, London SW1E 5NN or by email to Head_Of_Customer_Service@johnlewis.co.uk.

If your complaint addressed to any of the above parties is not resolved to your satisfaction you may within 6 months of a final decision contact the Financial Ombudsman Service at Exchange Tower, London, E14 9SR, or by telephone: 0800 023 4567 or 0300 123 9 123 or email: complaint.info@financial-ombudsman.org.uk Website: www.financial-ombudsman.org.uk

When applying for, or varying this Policy, or submitting a claim, you or anyone acting on your behalf must take reasonable care to answer all questions honestly and to the best of your knowledge. Failure to do so may affect the validity of your Policy or the payment of your claim.

This Policy is underwritten by London General Insurance Company Limited, a private company limited by shares and incorporated in England, whose registered head office is at TWENTY Kingston Road, Staines-upon-Thames, Surrey, TW18 4LG.  Registered Number 1865673. London General Insurance Company Limited is authorised by the Prudential Regulation Authority and regulated by the Financial Conduct Authority and Prudential Regulation Authority, FRN 202689.  

We are covered by the Financial Services Compensation Scheme (FSCS). You may be entitled to compensation from the scheme if we cannot meet our liabilities. General insurance contracts are covered for 90% of the entire claim without any upper limit. You can get more information about the compensation scheme arrangements by contacting the FSCS by telephone on 0800 678 1100 or 020 7741 4100, or by writing to Financial Services Compensation Scheme, 10th Floor, Beaufort House, 15 Botolph Street, London, EC3A 7QU.

London General Insurance Company Limited and TWG Services Limited (20 Kingston Road, Staines-upon-Thames, Surrey, TW18 4LG telephone: 0330 100 3637, email: Johnlewis@thewarrantygroup.com are the data controllers of the personal data you provide and are committed to protecting the privacy and security of your personal information. Our Data Protection officer can be contacted via the contact details above.

We, and John Lewis Partnership Plc, will use Your personal data to administer the policy including any claim and for fraud prevention purposes. We may also send other information in this way, including marketing about this and other similar products provided by Our group of companies, but You may contact us at any time to stop receiving any such other information. Your details will not be used for any other marketing purposes.

This may involve sharing information confidentially with suppliers of products or services such as repairers engaged by You or by Us in the purchase or performance of the policy, including any other insurers with which We share information for fraud prevention purposes. Your data will be transferred outside the EU to the US for policy administration.

If You do not provide the personal data required, We may be unable to provide the services contained under the policy.

Your personal data will at all times be held securely and handled with the utmost care in accordance with all principles of EU Data Protection law. Your personal data will be kept for only as long as necessary after which time it will be destroyed if it is no longer required for the lawful purpose(s) for which it was obtained.

You have a number of rights to Your data these include the right to be informed, have access, rectification of data, erasure, restrict processing and object to how Your data is processed. To obtain a copy of Your personal data held by Us or for more information on the rights to Your data please contact the Data Protection Officer or see our website for more details.

You have the right to make a complaint at any time to the Information Commissioner’s Office, the UK supervisory authority for data protection issues.

You are eligible for this cover if:

• You purchased a sim-free mobile phone from John Lewis & Partners within in the last 30 days; and
• You use the mobile phone for personal purposes only; and
• You are the primary user of the mobile phone

Cover for accidental damage will begin from the date you purchased the mobile phone as appears on your sales receipt, or the date you purchase this policy, whichever is the later.  
All cover under this policy ends on the earliest of:

• The date we replace your mobile phone or you receive an alternative settlement (this does not apply where you receive a refurbished handset); or
• The expiry date shown on your confirmation schedule; or
• The date the insurance is cancelled.

Your mobile phone is covered against accidental damage. 

Accidental damage is considered to be damage resulting from an unforeseen and sudden incident, which is accidental in nature.

If your mobile phone suffers accidental damage, we will repair your mobile phone where possible. If your mobile phone is uneconomical to repair, we will aim to:

• Provide you with a replacement of the same make and model; or
• Provide you with a replacement of a similar specification

Where a replacement of the same make and model or similar specification is not available within the original purchase price, we will contact you to discuss an alternative settlement. 

Please note; the maximum amount we will pay for repair, replacement or an alternative settlement will not exceed the purchase price of your original mobile phone.

You should make a note of the IMEI Number (International Mobile Equipment Identity Number) of your mobile phone. This 15 digit number can be found on your mobile phone’s original packaging, by keying *#06# on your mobile phone or by contacting your mobile phone’s network provider. The IMEI is the unique serial or identification number that we will use to identify the mobile phone in the event of a claim.

Authorised Service Technicians

All repair services are provided by service technicians, who are appointed and authorised by us.

Worldwide Cover for up to 30 days

Cover under this policy is extended whilst your mobile phone is outside the UK for a period of not more than 30 days in any 12 month period. Note: We will only be able to complete your claim upon your return to the UK when you should follow the claims procedure in Section 5 ‘Claims’.

We may alter the terms of your policy by giving you 30 days’ notice in writing to your last known address. We will only alter the terms of your policy where there is a regulatory or legislative change required, or where we are responding to industry guidance and codes. Where the terms of this policy are changed, you may cancel your cover and receive a pro rata refund based on the number of full unexpired months of cover remaining.

Deliberate or malicious damage

Cosmetic damage

We only cover damage if it prevents the normal functioning of your mobile phone. If it is a scratch, dent or pixel failure (within the manufacturers acceptable limit), we will not repair or replace it. For example; cracked screens would be covered but scratched screens would not be, unless it impacts the working order of the mobile phone.

Accessories

This policy does not provide cover for accessories which have either been supplied with the mobile phone or that you have purchased separately. For example chargers and headphones.

Business use of the mobile phone

Data

This policy will not provide cover for the content of your mobile phone for example; loss or corruption of data, images, games, logos and downloads.

Other cost or losses you may incur

We will only cover repairing or replacing the mobile phone. We will not cover any cost or loss of not being able to use the mobile phone or any lost income for time you take off work.

Where the mobile phone has been modified or repaired by someone not authorised by us

The mobile phone has been modified in any way from the specification originally sold to you, or where it has been repaired by someone other than a service technician approved by us. This includes adding gems, precious metals or making software changes like unlocking your mobile phone.

Breakdown

We only cover accidental damage. Please refer to John Lewis & Partners Guarantee Terms and Conditions if the mobile phone breaks down

Damage to your mobile phone where you have not taken reasonable care to look after it

We will not provide cover where reasonable care of your mobile phone has not been taken. Not taking reasonable care of your mobile phone means knowingly using or leaving the mobile phone in an environment or circumstance where the risk of damage is materially increased. Examples of what we would consider not taking reasonable care of your mobile phone:

• Using a non-waterproof mobile phone in or around water, for example using the mobile phone whilst in a bathtub or swimming pool
• Using the mobile phone whilst participating in recreational activities

 

 

 

Step 1

To make a claim, telephone the administrator on 0330 100 3637 between 8am and 6pm Monday to Friday or 9am and 4pm on Saturdays and Bank Holidays 9am and 5p.

You may be required to submit a claim form with photographic evidence of the damage or allow us to inspect the mobile phone. We will explain the simple claims process and advise you what information or documentation you will need to provide when you call.

You will also be required to provide an accurate description of the circumstances that led to your item becoming damaged. If you are unable to do so, this may affect our ability to assess and validate your claim.

Step 2

If your claim is validated and approved, dependent on the nature of the fault, at our discretion, we will;

• Ask you to send the mobile phone to us for inspection and/or repair or;Issue a replacement mobile phone or settlement (refer to important information about the claims process below); or
• Ask you to source an independent authorised service technician, pay for the repair and claim this cost back from us

If you are required to send your device to us for repair and it has any locking mechanism (e.g. find my iPhone, password protection) enabled, this must be disabled before we receive it. If this is not completed it will delay your claim and your mobile phone may be returned to you unrepaired in order for the locking mechanism to be removed. We will not be able to complete a claim until we can confirm all security features have been removed. 

Step 3

If your claim is accepted, your mobile phone will be repaired or replaced in line with these terms.

Shipping
Where you ship an item, you will be responsible for the safe packaging of the mobile phone. If you do not submit the mobile phone we will not be able to progress your claim.

Data
If at point of claim you are advised you will need to return your mobile phone to us, where possible, please ensure you back-up and delete any data stored on the mobile phone as it will be wiped as part of the repair or replacement process. We are unable to recover any lost data or return any parts to you.

No fault found
If the authorised service facility determines that the mobile phone is in working condition or the fault or damage is not covered by your policy, we will return the mobile phone to you or dispose of it at your request.

Refurbished mobile phones

Where we replace your Mobile phone, we may use “Grade A” refurbished (not brand new mobile phones). If you receive a refurbished mobile phone from us, this Policy will cover breakdown claims whilst your Policy is active.

Ownership of the insured mobile phone

If you receive a replacement or settlement under this Policy, the damaged mobile phone becomes the property of the insurer, If we choose to take possession, the mobile phone must be returned to us immediately. Damaged parts and materials replaced by us shall become our property.

Ineligible

If at point of claim it becomes apparent that your Policy is invalid due to a reason provided within the ‘Eligibility’ section, then we will cancel the plan and issue a full refund of the premium paid.

Damage occurring whilst outside of the UK

This Policy provides cover if your mobile phone suffers accidental damage or breakdown whilst travelling or holidaying outside of the UK. Please note, in some instances it will be necessary for you to return to the UK before we process your claim.

Manufacturer's warranty

This policy is provided in addition to any manufacturer’s warranty that applies to your mobile phone. This Policy is not intended to affect your rights under the applicable manufacturer’s warranty or statutory rights. If any repairs authorised under this Policy invalidate or void the manufacturer’s warranty or John Lewis & Partners guarantee, we will cover breakdown claims in accordance with the manufacturer’s warranty whilst your Policy is active.

We will always do our best to make sure that you’re satisfied with the outcome. However, if you are not happy with the claims decision, please follow the complaints process in Section 8.

• Your policy will end when you receive a replacement mobile phone, unless the replacement is a refurbished mobile phone, in which case cover shall continue to run. 
• This policy is not transferable.
• You must notify the administrator as soon as possible if any of your details change. 
•  Where accidental damage occurs as a result of any unauthorised repair, modification, or upgrade, we will automatically cancel your policy, unless you have obtained prior written permission from us by contacting the administrator by post or telephone. 
• Where we cancel your policy, you will be entitled to a pro rata refund of premium based on the number of full unexpired months of premium remaining.
  

We may cancel your policy if there has been a breach of section 10 ‘Obligation to provide accurate information’.

You can cancel your policy at any time. Should you wish to cancel your policy, please contact the administrator by telephone on 0330 100 3637 or write to John Lewis & Partners Added Care Team, PO Box 99, Mitcheldean GL17 0SX or email JohnLewis@thewarrantygroup.com

If you have not made a valid claim and cancel the Policy within 60 days from date of purchase or receipt of these terms, whichever is later, you will receive a full refund of the premium paid. If you have made a claim you will receive a pro rata refund based on the number of full unexpired months remaining on your policy.

After 60 days you may cancel the Policy and will receive a pro rata refund of the premium you have paid based on the number of full unexpired months of cover remaining regardless of whether a claim has been made, except where the Policy has ceased as detailed under ‘Limitations’.

If this policy has been provided free of charge then you are not entitled to a refund.  

If you have a query regarding this policy, please telephone the administrator on 0330 100 3637 or email JohnLewis@thewarrantygroup.com

For complaints relating to the terms of this policy, administration or claims handling under this insurance please write to the Customer Relations Department of TWG Services Limited at The Aspen Building, Floor 2, Vantage Point Business Village, Mitcheldean, Gloucestershire, GL17 0AF, telephone 0330 100 3245, or email Customer.Relations@thewarrantygroup.com

 TWG Services Limited administers the policy on behalf of the insurer, London General Insurance Company Limited.

If you have a complaint relating to the sale of this policy please contact John Lewis & Partners Customer Services by telephone on 0207 828 1000, by post to John Lewis & Partners Head Office Customer Services, 171 Victoria Street, London SW1E 5NN or by email to Head_Of_Customer_Service@johnlewis.co.uk

If your complaint is not resolved to your satisfaction you may within 6 months of a final decision contact the Financial Ombudsman Service at Exchange Tower, Harbour Exchange Square, London E14 9SR, or by telephone: 0800 023 4567 or 0300 123 9 123. Website www.financial-ombudsman.org.uk. Alternatively you may use the European Commission’s Online Dispute Resolution website at http://ec.europa.eu/consumers/odr/

Unless agreed otherwise, prior to the policy start date, English law applies to this policy and the parties shall submit to the non-exclusive jurisdiction of the Courts of England. The EEA State for the purposes of the policy is the United Kingdom.

When applying for this Policy, or submitting a claim you or anyone acting on your behalf must take reasonable care to answer all questions honestly and to the best of your knowledge. Failure to do so may affect the validity of your policy or the payment of your claim.

This policy is underwritten by London General Insurance Company Limited (company number 1865673) who is authorised by the Prudential Regulation Authority and regulated by the Financial Conduct Authority and Prudential Regulation Authority, FRN 202689. Registered address: TWENTY Kingston Road, Staines, upon Thames, Surrey, TW18 4LG.

We are covered by the Financial Services Compensation Scheme (FSCS). You may be entitled to compensation from the scheme if we cannot meet our liabilities. General insurance contracts are covered for 90% of the entire claim without any upper limit. You can get more information about the compensation scheme arrangements by contacting the FSCS by telephone on 0800 678 1100 or 020 7741 4100, or by writing to Financial Services Compensation Scheme,  PO Box 300, Mitcheldean, GL17 1DY

London General Insurance Company Limited and TWG Services Limited (20 Kingston Road, Staines-upon-Thames, Surrey, TW18 4LG telephone: 0330 100 3637, email: Johnlewis@thewarrantygroup.com are the data controllers of the personal data you provide and are committed to protecting the privacy and security of your personal information.

Our Data Protection officer can be contacted via the contact details above.

We, and John Lewis & Partners Partnership Plc, will use your personal data to administer the policy including any claim and for fraud prevention purposes. We may also send other information in this way, including marketing about this and other similar products provided by Our group of companies, but You may contact us at any time to stop receiving any such other information. Your details will not be used for any other marketing purposes.

This may involve sharing information confidentially with suppliers of products or services such as repairers engaged by You or by Us in the purchase or performance of the policy, including any other insurers with which We share information for fraud prevention purposes. Your data will be transferred outside the EU to the US for policy administration.

If You do not provide the personal data required, We may be unable to provide the services contained under the policy.

Your personal data will at all times be held securely and handled with the utmost care in accordance with all principles of EU Data Protection law. Your personal data will be kept for only as long as necessary after which time it will be destroyed if it is no longer required for the lawful purpose(s) for which it was obtained.

You have a number of rights to Your data these include the right to be informed, have access, rectification of data, erasure, restrict processing and object to how Your data is processed. To obtain a copy of Your personal data held by Us or for more information on the rights to Your data please contact the Data Protection Officer or see our website for more details.

You have the right to make a complaint at any time to the Information Commissioner’s Office, the UK supervisory authority for data protection issues.

This is a contract of insurance between you, the purchaser (you/your), and the insurer, London General Insurance Company Limited. TWG Services Limited is the administrator. In this document, any reference to We/Us/Our means the insurer and administrator for ease of reference.
This policy, together with the confirmation schedule provides cover against accidental damage of the Product recorded on the confirmation schedule.
Please note that having insurance cover does not mean that you should not take care of your Product.

Customers with additional requirements 
If you have hearing or speech difficulties you can text telephone us on 0330 100 3330 This document and all our literature is available in large print, audio and Braille - we will be happy to provide you with a copy or you can call us on 0330 100 3637 to request a copy.

You are eligible for this cover if:

• You have purchased your Product in the last 30 days; and
• You are a resident of the United Kingdom, Isle of Man or Channel Islands; and
• The Product will only be used for domestic purposes (not for business use).
  

Cover for accidental damage will begin from the date you purchased the Product as appears on your sales receipt or the date you purchase this policy, whichever is the later.  

All cover under this policy expires on the earliest of:

• The date your Product is replaced or you receive an alternative settlement; or
• The expiry date as shown on your confirmation schedule; or
• The date the insurance is cancelled.  

Your Product is covered against accidental damage.

Accidental damage is considered to be damage resulting from an unforeseen and sudden incident, which is accidental in nature.

If your Product suffers accidental damage, we will repair your Product where possible.

If your Product is uneconomical to repair, we will aim to:

• Provide you with a replacement of the same make and model; or
• Provide you with a replacement of a similar specification.
  

Where a replacement of the same make and model or similar specification is not available within the original purchase price, we will contact you to discuss an alternative settlement.

Please note; the maximum amount we will pay for repair, replacement or an alternative settlement will not exceed the purchase price of your original Product.

Authorised Service Technicians

All repair services are provided by service technicians, who are appointed, and authorised by us.

Worldwide Cover for up to 30 days

Cover is extended outside the UK for a period of up to 30 days in any 12 month period.  Note: We will only be able to complete your claim upon your return to the UK when you should follow the claims procedure in Section 5 ‘Claims process’.

We may alter the terms of your policy by giving you 30 days’ notice in writing to your last known address. We will only alter the terms of your policy where there is a regulatory or legislative change required, or where we are responding to industry guidance and codes. Where the terms of this policy are changed, you may cancel your cover and receive a pro rata refund based on the number of full unexpired months of cover remaining.

 

Deliberate or malicious damage

Cosmetic damage

We only cover damage if it prevents the normal functioning of your Product. If it is a scratch, dent or pixel failure (within the manufacturers acceptable limit), we will not repair or replace it. For example; cracked screens would be covered but scratched screens would not be, unless it impacts the working order of the Product.

Consumables i.e. items replaceable by you
We will not provide cover where the breakdown can be fixed by you replacing consumable items (i.e. items with a limited life, intended to be used up and periodically replaced). For example: fuses, removable or rechargeable batteries, printer toner or ink cartridges.

Accessories

Cover is not provided for any accessories. Accessories are anything that connects to your appliance. For example headphones, chargers, protective casing, 3D glasses.

Installation, assembly fitting or damage on delivery

We will not cover damage which is a result of improper installation, fitting, assembly or delivery of the Product.

Weather, nature damage and failure of household utilities

Damage from causes including fire, flooding and lightening are not covered. Any damage caused by failure of household utilities such as burst pipes, power surges or any internal flooding within your household. 

Computer software

Repairing, recovering or replacing any computer software, stored data or virus prevention/detection or external accessories. For example; where you have not backed up data or have not provided disks to allow operating systems to be re-installed.

Other cost or losses you may incur

We will only cover repairing or replacing the Product. We will not cover any cost or loss of not being able to use the Product or any lost income for time you take off work.

Delivery and/or installation costs

We will not pay any costs relating to the delivery, installation and/or disposal costs of a Product or replacement Product.

Where the Product has been modified or repaired by someone not authorised by us

If the Product has been modified in any way from the specification originally sold to you, or where it has been repaired by someone other than a service technician approved by us.

Breakdown

We only cover accidental damage. Please refer to John Lewis & Partners Guarantee Terms and Conditions if the Product breaks down.

Damage to your Product where you have not taken reasonable care to look after it

We will not provide cover where reasonable care of your Product has not been taken. Not taking reasonable care of your Product means knowingly using or leaving the Product in an environment or circumstance where the risk of damage is materially increased. Examples of what we would consider not taking reasonable care of your Product include:

• Using a non-waterproof Product in or around water, for example using the Product whilst in a bathtub or swimming pool
• Using the Product whilst participating in recreational activities (where the Product is not intended or designed for this use).

 

 

 

Step 1
To make a claim, telephone the administrator on 0330 100 3637 between 8am and 6pm Monday to Friday or 9am and 4pm on Saturdays and Bank Holidays 9am and 5pm.

You may be required to submit a claim form with photographic evidence of the damage or allow us to inspect the Product. We will explain the simple claims process and advise you what information or documentation you will need to provide when you call.

You will also be required to provide an accurate description of the circumstances that led to your item becoming damaged. If you are unable to do so, this may affect our ability to assess and validate your claim.

If you are outside the UK and you would like to have the repair undertaken while you are abroad, you may do so provided the cost of the repair does not exceed the local equivalent of £300 or the original purchase price of the Product whichever is lower. Upon your return, you should submit your receipt together with a full description of the fault to the administrator. Alternatively, you may request a repair upon your return.

Step 2
If your claim is validated and approved, dependent on the nature of the fault, at our discretion, we will;

• Send a repair technician to your home to inspect or repair the Product; or
• Ask you to send the Product to us for inspection and/or repair; or
• Issue a replacement Product or settlement (refer to important information about the claims process below); or
• Ask you to source an independent authorised service technician, pay for the repair and claim this cost back from us.

If you are required to send your device to us for repair and it has any locking mechanism (e.g. find my iPhone, password protection) enabled, this must be disabled before we receive it. If this is not completed it will delay your claim and your Product may be returned to you unrepaired in order for the locking mechanism to be removed. We will not be able to complete a claim until we can confirm all security features have been removed. 

Step 3
If your claim is accepted, your product will be repaired or replaced in line with these terms.

 

Shipping

Where you ship an item, you will be responsible for the safe packaging of the Product. If you do not submit the Product we will not be able to progress your claim.

Data

If at point of claim you are advised you will need to return your Product to us, where possible, please ensure you back-up and delete any data stored on the Product as it will be wiped as part of the repair or replacement process. We are unable to recover any lost data or return any parts to you.

No fault found

If the authorised service facility determines that the Product is in working condition or the fault or damage is not covered by your policy, we will return the Product to you or dispose of it at your request.

Refurbished Products

Where we replace your Product, we may use “Grade A” refurbished (not brand new Products). If you receive a refurbished Product from us, this Policy will cover breakdown claims whilst your policy is active.

Ownership of the insured Product

If you receive a replacement or settlement under this policy, the damaged Product becomes the property of the Insurer. If we choose to take possession, the Product must be returned to us immediately. Damaged parts and materials replaced by us shall become our property.

Ineligible

If at point of claim it becomes apparent that your policy is invalid due to a reason provided within the ‘Eligibility’ section, then we will cancel the plan and issue a full refund of the premium paid.

Damage occurring whilst outside of the UK

This policy provides cover if your Product suffers accidental damage whilst travelling or holidaying outside of the UK. Please note, in some instances it will be necessary for you to return to the UK before we process your claim.

Manufacturer’s warranty

This policy is provided in addition to any manufacturer’s warranty or John Lewis & Partners Guarantee applies to your Product. This policy is not intended to affect your rights under the applicable manufacturer’s warranty or statutory rights. If any repairs authorised under this policy invalidate or void the manufacturer’s warranty or John Lewis & Partners guarantee, we will cover breakdown claims in accordance with the manufacturer’s warranty whilst your policy is active. 

We will always do our best to make sure that you’re satisfied with the outcome. However If you are not happy with the claims decision, please follow the complaints process in Section 9.

• Your policy will end when you receive a replacement Product, unless the replacement is a refurbished Product, in which case cover shall continue to run. 
• Should you wish to transfer your policy to someone else, please contact the administrator.
• You must notify the administrator as soon as possible if any of your details change.
• Where accidental damage occurs as a result of any unauthorised repair, modification, or upgrade, we will automatically cancel your policy, unless you have obtained prior written permission from us by contacting the administrator by post or telephone. 
• Where we cancel your policy, you will be entitled to a pro rata refund of premium based on the number of full unexpired months of premium remaining.
  

We may cancel your policy if there has been a breach of section 10 ‘Obligation to provide accurate information’.

You can cancel your policy at any time. Should you wish to cancel your policy, please contact the administrator’s Added Care Team by telephone on 0330 100 3637, email at johnlewis@thewarrantygroup.com or write to John Lewis & Partners Added Care Team, PO Box 99, Mitcheldean GL17 0SX.

If you have not made a valid claim and cancel the policy within 60 days from date of purchase or receipt of these terms, whichever is later, you will receive a full refund of the premium paid. If you have made a claim you will receive a pro rata refund based on the number of full unexpired months remaining on your policy.

After 60 days you may cancel the policy and will receive a pro rata refund of the premium you have paid based on the number of full unexpired months of cover remaining regardless of whether a claim has been made, except where the policy has ceased as detailed under ‘Limitations’.

If this policy has been provided free of charge then you are not entitled to a refund.  

Unless agreed otherwise, prior to the policy start date, English law applies to this policy and the parties shall submit to the non-exclusive jurisdiction of the Courts of England & Wales.

If you have a query regarding this policy, please telephone the administrator’s Added Care Team on 0330 100 3637 or email johnlewis@thewarrantygroup.com

For complaints relating to the terms of this policy, administration or claims handling under this insurance please write to the Customer Relations Department of TWG Services Limited at The Aspen Building, Floor 2, Vantage Point Business Village, Mitcheldean, Gloucestershire, GL17 0AF, telephone 0330 100 3637, or email customer.relations@thewarrantygroup.com

TWG Services Limited administers the policy on behalf of the insurer, London General Insurance Company Limited.

If you have a complaint relating to the sale of this policy please contact John Lewis & Partners Head Office Customer Services by telephone on 020 7828 1000 or by post to 171 Victoria Street, London SW1E 5NN.

If your complaint is not resolved to your satisfaction you may within 6 months of a final decision contact the Financial Ombudsman Service at Exchange Tower, Harbour Exchange Square, London E14 9SR, or by telephone: 0800 023 4567 or 0300 123 9 123. Website www.financial-ombudsman.org.uk Alternatively you may use the European Commission’s Online Dispute Resolution website at http://ec.europa.eu/consumers/odr/ 

When applying for this Policy, or submitting a claim you or anyone acting on your behalf must take reasonable care to answer all questions honestly and to the best of your knowledge. Failure to do so may affect the validity of your policy or the payment of your claim.

This policy is underwritten by London General Insurance Company Limited, a private company limited by shares and incorporated in England, whose registered head office is at TWENTY Kingston Road, Staines Upon Thames, Surrey TW18 4LG. Registered Number 1865673. London General Insurance Company Limited is authorised by the Prudential Regulation Authority and regulated by the Financial Conduct Authority and Prudential Regulation Authority, FRN 202689.  

We are covered by the Financial Services Compensation Scheme (FSCS). You may be entitled to compensation from the scheme if we cannot meet our liabilities. General insurance contracts are covered for 90% of the entire claim without any upper limit. You can get more information about the compensation scheme arrangements by contacting the FSCS by telephone on 0800 678 1100 or 020 7741 4100, or by writing to Financial Services Compensation Scheme, PO Box 300, Mitcheldean, GL17 1DY

London General Insurance Company Limited and TWG Services Limited (20 Kingston Road, Staines-upon-Thames, Surrey, TW18 4LG telephone: 0330 100 3637, email: Johnlewis@thewarrantygroup.com are the data controllers of the personal data you provide and are committed to protecting the privacy and security of your personal information.Our Data Protection officer can be contacted via the contact details above.

We, and John Lewis & Partners Partnership Plc, will use your personal data to administer the policy including any claim and for fraud prevention purposes. We may also send other information in this way, including marketing about this and other similar products provided by Our group of companies, but You may contact us at any time to stop receiving any such other information. Your details will not be used for any other marketing purposes.

This may involve sharing information confidentially with suppliers of products or services such as repairers engaged by You or by Us in the purchase or performance of the policy, including any other insurers with which We share information for fraud prevention purposes. Your data will be transferred outside the EU to the US for policy administration.

If You do not provide the personal data required, We may be unable to provide the services contained under the policy. Your personal data will at all times be held securely and handled with the utmost care in accordance with all principles of EU Data Protection law.

Your personal data will be kept for only as long as necessary after which time it will be destroyed if it is no longer required for the lawful purpose(s) for which it was obtained.

You have a number of rights to Your data these include the right to be informed, have access, rectification of data, erasure, restrict processing and object to how Your data is processed. To obtain a copy of Your personal data held by Us or for more information on the rights to Your data please contact the Data Protection Officer or see our website for more details

.You have the right to make a complaint at any time to the Information Commissioner’s Office, the UK supervisory authority for data protection issues.

This is a maintenance and repair service plan between you, the purchaser (you/your), and The Warranty Group Services (Isle of Man) Limited (provider). We have appointed TWG Services Limited (administrator) to administer this plan. Any references to “We/Us/Our” in this document refer to the provider and the administrator for ease of reference.

What does this plan provide?

This plan provides service and support for your product listed on the Confirmation Schedule, providing it is operated in a domestic environment. It is designed to ensure your product continues to work correctly and is protected against mechanical and electrical breakdown (other than caused by damage or neglect) during the term of the plan.

Customers with additional requirements

If you have hearing or speech difficulties you can text telephone us on 0330 100 3330. This document and all our literature is available in large print, audio and Braille - we will be happy to provide you with a copy or you can call us on 0330 100 3637 to request a copy.

 

You are eligible for protection under this plan if:

• You have purchased the product in the last 60 days;
• The product will be used in the UK
• The product will be operated in a domestic environment

From the start date on your Confirmation Schedule you have access to:

• Set up and on-going technical assistance (by telephone)

From the first anniversary of the start date on your Confirmation Schedule, you have access to:

• Advice and maintenance and annual health checks (both by telephone)  

The benefit for mechanical and electrical breakdown will begin upon expiry of the John Lewis & Partners guarantee period.

All services under this plan will stop on the earliest of:

• The end date on your Confirmation Schedule; or
• The date your product is replaced or you receive settlement under the plan; or
• The date the insurance is cancelled.
  

 

We may alter the terms of the plan by giving you 30 days’ notice in writing to your last known address. Where we alter the terms, this will only be to comply with legislative changes, in response to industry codes and guidance or where the costs of the plan vary up or down. Where the terms of this plan are changed, you may cancel it and receive a pro rata refund based on the number of full unexpired months of services remaining.

Steps to making a claim

We will always do our best to make sure that you’re satisfied with the outcome. However, if you are not happy with the claims decision, please follow the complaints process in Section 9.

• The services will be provided for products bought and used in the UK.
• Should you wish to transfer your Plan to someone else, please contact the administrator on 0330 100 3637
• You must notify the administrator as soon as possible if any of your details change.
• Where breakdown occurs as a result of any unauthorised repair, modification, or upgrade, we may automatically terminate your plan, unless you have obtained prior written permission from us by contacting the administrator by post or telephone. 
• Where we terminate your plan, you will be entitled to a pro rata refund of cost of the plan based on the number of full unexpired months of services remaining. 

Should you wish to cancel your plan, please contact the administrator by writing to John Lewis & Partners Added Care  PO Box 99, Mitcheldean GL17 0SX or telephoning 0330 100 3637.

If you have not made use of the plan and cancel within 60 days from date of purchase or receipt of these terms, whichever is the later, you will receive a full refund of the cost of the plan paid by you.

If you have made use of the plan you will receive a pro rata refund based on the number of full unexpired months remaining on the plan.

After 60 days you may cancel the plan and will receive a pro rata refund based on the number of full unexpired months remaining on the plan regardless of whether service or support has been given.

If this plan has been provided free of charge then you are not entitled to a refund.  

Unless agreed otherwise, prior to the plan start date on your schedule, English law applies to this plan and the parties shall submit to the non-exclusive jurisdiction of the Courts of England & Wales.

If you have a query regarding this plan, please contact the administrator by telephone on 0330 100 3637 or email JohnLewis@thewarrantygroup.com

For complaints relating to the terms of this plan, administration or the services provided under it, you may contact the Customer Relations Department of TWG Services Limited by telephone on 0330 100 3637 by email customer.relations@thewarrantygroup.com or you can write to John Lewis & Partners Added Care, The Aspen Building, Floor 2, Vantage Point Business Village, Mitcheldean, Gloucestershire, GL17 0AF.

If you have a complaint relating to the sale of the plan, please contact John Lewis & Partners Head Office Customer Services by telephone on 020 7828 1000 or by post to John Lewis & Partners plc, 171 Victoria Street, London SW1E 5NN.

Nothing in this plan affects your statutory rights. You can get advice about your rights from your local Citizens Advice Bureau or Trading Standards Department.

Our ability to discharge our financial obligations that you have to you under this plan are guaranteed and backed up by an independent trust fund. If you require any further details, please contact the administrator.  

When applying for this plan, or requesting assistance, you or anyone acting on your behalf must take reasonable care to answer all questions honestly and to the best of your knowledge. Failure to do so may affect the validity of your plan, or the repair or replacement of your product.

The Warranty Group Services (Isle of Man) Limited and TWG Services Limited (20 Kingston Road, Staines-upon-Thames, Surrey, TW18 4LG telephone: 0330 100 3637, email: Johnlewis@thewarrantygroup.com are the data controllers of the personal data you provide and are committed to protecting the privacy and security of your personal information.Our Data Protection officer can be contacted via the contact details above.

We, and John Lewis & Partners Partnership Plc, will use Your personal data to administer the policy including any claim and for fraud prevention purposes. We may also send other information in this way, including marketing about this and other similar products provided by Our group of companies, but You may contact us at any time to stop receiving any such other information. Your details will not be used for any other marketing purposes.

This may involve sharing information confidentially with suppliers of products or services such as repairers engaged by You or by Us in the purchase or performance of the policy, including any other parties with which We share information for fraud prevention purposes. Your data will be transferred outside the EU to the US for policy administration.

If You do not provide the personal data required, We may be unable to provide the services contained under the policy.

Your personal data will at all times be held securely and handled with the utmost care in accordance with all principles of EU Data Protection law. Your personal data will be kept for only as long as necessary after which time it will be destroyed if it is no longer required for the lawful purpose(s) for which it was obtained.

You have a number of rights to Your data these include the right to be informed, have access, rectification of data, erasure, restrict processing and object to how Your data is processed. To obtain a copy of Your personal data held by Us or for more information on the rights to Your data please contact the Data Protection Officer or see our website for more details.

You have the right to make a complaint at any time to the Information Commissioner’s Office, the UK supervisory authority for data protection issues.

This plan is provided by The Warranty Group (Isle of Man) Limited, whose registered address is Third Floor, St. Georges Court, Upper Church Street, Douglas, IM1 1EE, Isle of Man. Company number 094279C.

This is a contract of insurance between you, the purchaser (you/your), and the insurer, London General Insurance Company Limited. TWG Services Limited is the administrator. Any reference to We/Us/Our means the insurer and administrator for ease of reference.  

This policy, together with the confirmation schedule provides cover against accidental damage to your Television recorded on the confirmation schedule.

Please note that having insurance cover does not mean that you should not take care of your Television.  

Customers with additional requirements 
If you have hearing or speech difficulties, you can text telephone on 0330 100 3330. This document and all our literature is available in large print, audio or Braille. We will be happy to provide you with a copy on written request, or you can call us on 0330 100 3637 to request a copy.

You are eligible for this cover if:

• You have purchased your Television in the last 30 days; and
• The Television will be used in the UK; and
• The Television will only be used for domestic purposes (not for business use).
  

Cover for accidental damage commences on the day you purchase the Television (or on the date you receive your Television if it is delivered to you) or the date you purchase this policy, whichever is later.  

Cover under this policy expires on the earliest of:

• The date your Television is replaced or you receive an alternative settlement; or
• The expiry date as shown on your confirmation schedule; or
• The date the insurance is cancelled.
  

We may alter the terms of your policy by giving you 30 days’ notice in writing to your last known address. We will only alter the terms of your policy where there is a regulatory or legislative change required, or where we are responding to industry guidance and codes. Where the terms of this policy are changed, you may cancel your cover and receive a pro rata refund based on the number of full unexpired months of cover remaining.

All of the examples provided in the below table are to help you understand what’s not covered and are not the only reasons a claim could be declined.

Steps to making a claim

Step 1
To make a claim, telephone the administrator on 0330 100 3637 between 8am and 6pm Monday to Friday or 9am and 4pm on Saturdays and Bank Holidays 9am and 5pm.

You may be required to submit a claim form with photographic evidence of the damage or allow us to inspect the Television. We will explain the simple claims process and advise you what information or documentation you will need to provide when you call.

You will also be required to provide an accurate description of the circumstances that led to your item becoming damaged. If you are unable to do so, this may affect our ability to assess and validate your claim.

Step 2
If your claim is validated and approved, dependent on the nature of the fault we will either at our discretion;

• Send a repair technician to your home to inspect or repair the Television or;
• Ask you to send the Television to us for inspection and/or repair or;
• Issue a replacement Television or settlement (refer to important information about the claims process below).
  

Step 3
If your claim is accepted, your product will be repaired or replaced in line with these terms.

 

No fault found

If the authorised service facility determines that the Television is in working condition or the fault or damage is not covered by your policy, we will return the Television to you or dispose of it at your request.

Ownership of insured Television

If you receive a replacement or settlement under this policy, the damaged Television becomes the property of the Insurer. If we choose to take possession, the Television must be returned to us immediately. Damaged parts and materials replaced by us shall become our property.

Ineligible

If at point of claim it becomes apparent that your policy is invalid due to a reason provided within the ‘Eligibility’ section, then we will cancel the plan and issue a full refund of the premium paid.

Manufacturer’s warranty

This policy is provided in addition to any manufacturer’s warranty or John Lewis & Partners guarantee that applies to your Television. This policy is not intended to affect your rights under the applicable manufacturer’s warranty or statutory rights. If any repairs authorised under this policy invalidate or void the manufacturer’s warranty or John Lewis & Partners guarantee, we will cover breakdown claims in accordance with the manufacturer’s warranty whilst your policy is active.

We will always do our best to make sure that you’re satisfied with the outcome. However, if you are not happy with the claims decision, please follow the complaints process in Section 9.

• Should you wish to transfer your policy to someone else, please contact the administrator.
• Where accidental damage occurs as a result of any unauthorised repair, we will automatically cancel your policy, unless you have obtained prior written permission from us by contacting the administrator by post or telephone. 
• Where we cancel your policy, you will be entitled to a pro rata refund of premium based on the number of full unexpired months of premium remaining.
  

Should you wish to cancel your policy, please contact the administrator’s Added Care Team by telephone on 0330 100 3637, email at johnlewis@thewarrantygroup.com or write to John Lewis & Partners Added Care Team, PO Box 99, Mitcheldean GL17 0SX.

If you have not made a valid claim and cancel the policy within 60 days from date of purchase or receipt of these terms, whichever is later, you will receive a full refund of the premium paid. If you have made a claim you will receive a pro rata refund based on the number of full unexpired months remaining on your policy.

After 60 days you may cancel the policy and will receive a pro rata refund of the premium you have paid based on the number of full unexpired months of cover remaining regardless of whether a claim has been made, except where the policy has ceased as detailed under ‘Limitations’.

If this policy has been provided free of charge then you are not entitled to a refund.  

Unless agreed otherwise, prior to the policy start date, English law applies to this policy and the parties shall submit to the non-exclusive jurisdiction of the Courts of England & Wales.

If you have a query regarding this policy, please telephone the administrator’s Added Care Team on 0330 100 3637 or email JohnLewis@thewarrantygroup.com

For complaints relating to the terms of this policy, administration or claims handling under this insurance please write to the Customer Relations Department of TWG Services Limited at The Aspen Building,  Floor 2, Vantage Point Business Village, Mitcheldean, Gloucestershire, GL17 0AF, telephone 0330 100 3637, or email customer.relations@thewarrantygroup.com

TWG Services Limited administers the policy on behalf of the insurer, London General Insurance Company Limited.

If you have a complaint relating to the sale of this policy please contact John Lewis & Partners Head Office Customer Services by telephone on 020 7828 1000 by post to 171 Victoria Street, London SW1E 5NN or by email at Head_Of_Customer_Service@johnlewis.co.uk

If your complaint is not resolved to your satisfaction you may within 6 months of a final decision contact the Financial Ombudsman Service at Exchange Tower, Harbour Exchange Square, London E14 9SR, or by telephone: 0800 023 4567 or 0300 123 9 123. Website www.financial-ombudsman.org.uk Alternatively you may use the European Commission’s Online Dispute Resolution website at http://ec.europa.eu/consumers/odr/

When applying for or varying this policy, or submitting a claim you or anyone acting on your behalf must take reasonable care to answer all questions honestly and to the best of your knowledge. Failure to do so may affect the validity of your policy or the payment of your claim.

This policy is underwritten by London General Insurance Company Limited, a private company limited by shares and incorporated in England, whose registered head office is at TWENTY Kingston Road, Staines Upon Thames, Surrey, TW18 4LG. Registered Number 186573. London General Insurance Company Limited is authorised by the Prudential Regulation Authority and regulated by the Financial Conduct Authority and Prudential Regulation Authority, FRN 202689.  

We are covered by the Financial Services Compensation Scheme (FSCS). You may be entitled to compensation from the scheme if we cannot meet our liabilities. General insurance contracts are covered for 90% of the entire claim without any upper limit. You can get more information about the compensation scheme arrangements by contacting the FSCS by telephone on 0800 678 1100 or 020 7741 4100, or by writing to Financial Services Compensation Scheme, PO Box 300, Mitcheldean, GL17 1DY

London General Insurance Company Limited and TWG Services Limited (20 Kingston Road, Staines-upon-Thames, Surrey, TW18 4LG telephone: 0330 100 3637, email: Johnlewis@thewarrantygroup.com are the data controllers of the personal data you provide and are committed to protecting the privacy and security of your personal information.

Our Data Protection officer can be contacted via the contact details above.

We, and John Lewis & Partners Partnership Plc, will use Your personal data to administer the policy including any claim and for fraud prevention purposes. We may also send other information in this way, including marketing about this and other similar products provided by Our group of companies, but You may contact us at any time to stop receiving any such other information. Your details will not be used for any other marketing purposes.

This may involve sharing information confidentially with suppliers of products or services such as repairers engaged by You or by Us in the purchase or performance of the policy, including any other insurers with which We share information for fraud prevention purposes. Your data will be transferred outside the EU to the US for policy administration.

If You do not provide the personal data required, We may be unable to provide the services contained under the policy.

Your personal data will at all times be held securely and handled with the utmost care in accordance with all principles of EU Data Protection law. Your personal data will be kept for only as long as necessary after which time it will be destroyed if it is no longer required for the lawful purpose(s) for which it was obtained.

You have a number of rights to Your data these include the right to be informed, have access, rectification of data, erasure, restrict processing and object to how Your data is processed. To obtain a copy of Your personal data held by Us or for more information on the rights to Your data please contact the Data Protection Officer or see our website for more details.

You have the right to make a complaint at any time to the Information Commissioner’s Office, the UK supervisory authority for data protection issues.