Product Disclosure Statement
Other Important Information
Cancelling your policy
How you may cancel
You may cancel your policy at any time by telling us that you want to cancel it.
We subtract from any premium you have paid us an amount to cover the period that we have already insured you for. We then return the rest of the premium, along with any refundable government charges and taxes.
How we may cancel
We may only cancel a policy when the law says we can.
When we cancel your policy we will tell you so in writing. This notice of cancellation will be given to you in person or sent to your last known address.
We will subtract from any premium you have paid us, an amount to cover the period that we have already insured you for. We then return the rest of the premium, along with any refundable government charges and taxes.
If you pay by instalments
We may cancel your policy, by telling you in writing:
- after 3 business days, if you do not pay an instalment on the due date, or
- straight away, if you are a month (or more) late in paying an instalment.
If we cancel your policy, we will require you to pay us the amount owing up to the date of cancellation. You do not have to pay us any further instalment due after the date of cancellation.
Terms explained
The following list explains the meaning of terms used in this PDS. When any of the following terms appear in this PDS, regardless of whether their first letter is a capital or in lower case, their meaning is shown on the following pages.
“we” or “our” or “us” means Vero Insurance Limited ABN 48 005 297 807.
“you” or “your” means the people, company or business named as the insured in your schedule.
“act of terrorism” means an act, including but not limited to the use of force or violence and/or the threat thereof, of any person or group(s) of persons, whether acting alone or on behalf of or in connection with any organisation(s) or government(s), which from its nature or context is done for, or in connection with, political, religious, ideological, ethnic or similar purposes or reasons, including the intention to influence any government and/ or to put the public, or any section of the public, in fear.
“agreed value” means the sum insured of your caravan or your annexe (as the case may be) as shown in your schedule.
“alternative temporary accommodation” means accommodation that is provided by an accommodation business or establishment i.e. motel, hotel or holiday park.
“caravan legal liability” see Section 3 - Caravan Legal Liability for the definition of caravan legal liability.
“depreciation” means the accounting process we use to work out how much to reduce our assessment of the value of your property by because of its age and condition.
“economically repaired” means that it costs less to repair than to replace.
“emergency repairs” means minor repairs which are essential for you to be able to tow your caravan safely from the accident or event causing the damage.
“excess” means an amount you must pay towards a claim.
“family member” means any of the following people who normally live with you: – parents, grandparents, spouse, de-facto spouse, children, grandchildren, brothers and sisters.
“fixtures and fittings” means built in furniture, refrigerator, stove, air conditioning unit, floor coverings, fixed awnings and solar panels.
“flood” means the complete covering of normally dry land by any water:
- escaping or released from the normal borders of:
- any lake or natural watercourse, whether or not altered or modified, or
- any reservoir, canal, dam or stormwater channel.
Flood is not:
- water from actions or movements of the sea (including storm surge), or
- a mixture of water from actions or movements of the sea combined with water from any other source.
“GST” has the meaning given in the “A New Tax System” (Goods and Services Tax) Act 1999.
“hard walls” means a wall that is not made of canvas, vinyl or similar materials.
“input tax credit” has the meaning given in the “A New Tax System” (Goods and Services Tax) Act 1999.
“loss” means the insured property is stolen, damaged or destroyed. It does not mean the insured property is lost or misplaced.
“named cyclone” means the Bureau of Meteorology has issued a cyclone warning and those cyclonic conditions have been given a name.
“negotiable instruments” means legal documents that represent money and that can be legally transferred in title from one person to another.
"not your fault” means we agree that another person was completely responsible, and you tell us that person’s name and current address and the registration number of their vehicle (if applicable).
“penalty claim” means a claim where we decide that you are at fault, partially at fault or where you cannot provide the details of the person at fault.
“period of insurance” means the period that we insure you for under your policy. You will find this period of insurance as the start date and the end date shown in the schedule.
“premium” means the amount you must pay for the insurance you select.
“private use” means your caravan is used:
- for social, domestic and leisure purposes
- in connection with repair or servicing
private use does not mean:
- hire (if you hire out your caravan, insurance is available with our Hire Use option)
- use in connection with an occupation or business
- use in connection with the caravan hire business or caravan trade or motor trade.
“replacement caravan” means the caravan which you have bought to replace your caravan that you have sold.
“schedule” means your most recent policy schedule. We will give you a schedule when you:
- first buy an insurance policy from us, or
- change any part of any policy or any personal details relevant to it, or
- renew any policy with us.
“total loss” means your caravan is stolen and not recovered, or is damaged so badly that the amount it would cost to repair it exceeds the agreed value of your caravan less the salvage value of the wreck.
“usual home” means that your caravan will be your only home for at least six consecutive months.
“your annexe” see "Definition of your annexe" in Section 1 - Loss of damage to your caravan or your annexe.
“your caravan” see "Definition of your caravan" in Section 1 - Loss of damage to your caravan or your annexe.
“your contents” see Section 2 - Loss or damage to your contents.
“your home” means your residential address, shown on your schedule.
How we will deal with a complaint
If you have a complaint about our products or services (even if through one of our service providers) or our complaints handling process, please let us know so that we can help.
You can contact us:
By phone
1800 112 481
In writing
PO Box 384
Gosford NSW 2250
By email
cilsales@cilinsurance.com.au
Please include the full details of your complaint and explain what you would like us to do.
Rest assured this is what we will do. When we receive your complaint, we will consider all the facts and attempt to resolve your complaint by the end of the next business day.
If we are not able to resolve the matter to your satisfaction, it will be referred to the relevant team leader or manager, who will review your complaint and contact you with their decision within 5 business days of us receiving your complaint.
If you remain dissatisfied the matter will be referred to our Internal Dispute Resolution (IDR) team. Our IDR team will review your complaint, and provide you with their final decision within 15 business days of your complaint being referred to them. The contact details for our IDR team are:
By phone
1300 240 787
In writing
Internal Dispute Resolution
CIL
GPO Box 14180
Melbourne City Mail Centre
MELBOURNE 8001
By fax
1300 316 047
By email
idr@cilinsurance.com.au
If we require additional information for our assessment or investigation of your complaint, we will agree with you a reasonable alternative timeframe to resolve your complaint.
If we are unable to resolve your complaint within 45 days, you may take your complaint to the Financial Ombudsman Service (the FOS), even if we are still considering it. The contact details for the FOS are set out on the next page.
What if you are not satisfied with our final IDR decision?
We expect our procedures will deal fairly and promptly with your complaint. However, if you remain dissatisfied, you may be able to access the services of the FOS. The FOS is an independent external dispute scheme and their service is free to you. Any decision the FOS makes is binding on us, provided you also accept the decision. You do not have to accept their decision and you have the option of seeking remedies elsewhere.
The FOS is available to customers who fall within their terms of reference. The FOS will advise if they can help you. You can contact FOS:
By phone
1300 780 808 (for the cost of a local call)
By fax
(03) 9613 6399
By email
info@fos.org.au
In writing
Financial Ombudsman Service
GPO Box 3
Melbourne VIC 3001
By visiting
www.fos.org.au
We respect your privacy
Privacy Statement
We are a member of the Suncorp Group. The Privacy Act 1988 (Cth) requires us to inform you that:
Purpose of collection
Personal information is information about an identifiable individual and includes facts or an opinion about you which identifies you or by which your identity can be reasonably determined.
We collect personal information for the purposes of:
- identifying you when you do business with us;
- establishing your requirements and providing the appropriate product or service;
- setting up, issuing, administering and managing our products and services;
- assessing and investigating, and if accepted, managing a claim made by you under one or more of our products; and
- improving our financial products and services, including training and developing our staff and representatives;
- marketing products and services.
Disclosure
We use and disclose your personal information for the purposes we collected it.
We may also use and disclose your personal information for a secondary purpose related to the purpose for which we collected it, where you would reasonably expect us to use or disclose your personal information for that secondary purpose. In the case of sensitive information, any secondary purpose, use or disclosure will be directly related to the purpose of collection.
When necessary and in connection with purposes listed above, we may disclose your personal information to and/or collect your personal information from:
- other companies with the Suncorp group,
- your insurance intermediary or our agent,
- Government bodies, Police, loss assessors, claims investigators, reinsurers,
- other insurance companies, mailing houses, claims reference providers, legal and other professional advisers, and
- other service providers, hospitals, medical and health professionals.
Access
You can request access to the personal information we hold about you by contacting us at:
CIL PO Box 384 Gosford NSW 2250.
In some circumstances we may not agree to allow you access to some or all of the personal information we hold such as then it is unlawful to give it to you. In such cases we will give you reasons for our decision.
Our Privacy Policy can also be found on our website at www.cilinsurance.com.au/about-cil/privacy-policy
Code of Practice
We have adopted the General Insurance Code of Practice developed by the Insurance Council of Australia. The Code is designed to promote good relations and good insurance practice between insurers, authorised representatives, distributors and consumers.
The Code sets out what we must do when dealing with you. Please phone us if you want more information about the Code.
Financial Claims Scheme
This policy may be a ‘protected policy’ under the Federal Government’s Financial Claims Scheme (FCS) which is administered by the Australian Prudential Regulation Authority (APRA).
The FCS only applies in the extremely unlikely event of an insurer becoming insolvent and the Federal Treasurer making a declaration that the FCS will apply to that insurer.
The FCS entitles certain persons, who have valid claims connected with certain protected policies issued by that insurer to be paid certain amounts by APRA.
Information about the FCS can be obtained from APRA at apra.gov.au or by calling 1300 13 10 60.
