Terms and conditions.

Please keep these in a safe place.

Your Card Protection policy is provided by ACE European Group Limited ('the Insurer', 'ACE' or 'us'), through Card Protection Plan Limited (CPP).

Please read this document carefully. It sets out:

  • 'Your contract with CPP' – the terms and conditions of your agreement with CPP for introducing you to the Insurer;
  • 'Your policy with the Insurer' – the terms and conditions of the insurance cover that the Insurer will provide to you, which must be read in conjunction with your certificate of insurance and your schedule which together form your contract with the Insurer; and
  • 'General conditions of both contracts' which apply to your contracts with both CPP and the Insurer.

 

Please keep your certificate of insurance and your schedule together with these terms and conditions in a safe place.

When you purchase or renew a Card Protection policy, CPP will collect a payment from you in advance. This payment comprises both the premium payable to the Insurer of 74p (see 'Your policy with the Insurer') and the fee payable to CPP for its intermediary services (see 'Your contract with CPP'). The fee payable to CPP is the difference between the premium and the total amount you pay. In the United Kingdom, where Insurance Premium Tax is payable, this is included in the fee and the premium.

Your contract with CPP

For its fee, CPP will each year:

  • act as intermediary by introducing you to the Insurer and its product;
  • act as intermediary in connection with the making of your contract with the Insurer; and
  • collect payments due from you and pay the premium to the Insurer on your behalf.

When you purchase or renew the Card Protection policy, you must pay CPP the fee set out above for introducing you to the Insurer for carrying out the activities listed above. The fee due may change from time to time but it will not change for this policy until the renewal date.

CPP's contract with you is fulfilled when you continue the policy at the end of the cooling off period and when CPP pays the premium to the Insurer. See the 'Cooling-off periods' section for more details on your cancellation rights.

CPP's full company name is Card Protection Plan Limited (registered number 1490503) and the registered office address is Holgate Park, York, YO26 4GA, United Kingdom. CPP is authorised and regulated by the Financial Services Authority (Firm Reference Number 311489).

CPP must comply with English law and UK regulation. Please see the 'Governing law' and 'Who regulates us' sections for more details.

Your policy with the Insurer

This section explains the terms and conditions of the cover that the Insurer will provide in return for your premium during the period of insurance. It also sets out all the conditions, limits of liability and exclusions that apply to your cover.

All premiums paid in respect of your policy shall be deemed to have been paid to the Insurer when received by CPP from you.

Your Card Protection policy is underwritten by the Insurer, ACE European Group Limited, whose main business is general insurance. ACE's registered number is 01112892 and its head office address is ACE Building, 100 Leadenhall Street, London EC3A 3BP, United Kingdom. www.aceeuropeangroup.com. The Insurer pays CPP a commission of 5p a year from the premium. ACE is authorised and regulated by the Financial Services Authority (Firm Reference Number 202803).

All claims management and administration of this Card Protection policy is provided by CPP acting as agent for the Insurer. This means that when you contact CPP in connection with a claim or administrative matter, you are deemed to be making contact with the Insurer.

The Insurer must comply with English law and UK regulation. Please see the 'Governing law' and 'Who regulates us' sections for more details.

Definitions

£ - United Kingdom pound sterling.
abroad - In a country other than the one in which you reside.
airtime abuse – Use of a contract mobile phone by a third party without your permission following loss or theft.
card - Your credit, charge, cash, cheque, debit, pre-paid, contactless, store and other cards as shown in the schedule or reported to us before or at the time that you report a card loss to us.
card loss - Loss by you or theft from you of a card during the period of insurance.
claim - Any claim you make under this policy.
communication costs - The cost of a phone call, fax or letter.
contract mobile phone - A mobile phone that is provided as part of a contract with a network provider.
cover - The benefits available to you under this policy.
CPP - Card Protection Plan Limited (registered number 1490503) whose registered office address is Holgate Park, York, YO26 4GA, United Kingdom.
mobile phone loss – Loss by you or theft from you of a contract mobile phone during the period of insurance.
home - The place where you live, for which you have given us the address, before making any claim.
identification labels – The labels supplied to you by us for the purpose of identifying your personal items.
Insurer - ACE European Group Limited.
issuer - The issuers of the cards.
key tag - The key tag supplied to you and to each policyholder by us.
main policyholder - The person you have told us is responsible for this policy.
network provider - Provider of the network to which your contract mobile phone is connected.
paycard - The card from which your payment will be collected.
payment - The total amount you pay for the policy and your contract with CPP.
period of insurance - The period of insurance starting on the start date and continuing for the period up to the renewal date.
personal belongings - Your handbags, wallets, purses, briefcases or similar in which you kept the cards at the time of their loss or theft.
personal items - Any personal item other than personal belongings.
policy - These terms and conditions of your contract with us and your certificate of insurance, and any changes we may agree with you to such documents from time to time.
policyholder – The main policyholder and each person registered with us in order to benefit from this policy.
premium - 74p a year (including Insurance Premium Tax in the United Kingdom) or any other amount we agree with you from time to time.
renewal date - The renewal date shown in the certificate of insurance.
schedule – The schedule we send to you from time to time, including information provided by you such as card numbers, mobile phone details and personal details.
start date - The start date shown in your certificate of insurance.
unauthorised use - Use of a card by someone else other than you following card loss.
United Kingdom - England, Scotland, Wales and Northern Ireland.
we, us, our – ACE European Group Limited.
year - A period of 12 consecutive months beginning on the start date or the renewal date, as applicable.
you, your – the person whose name appears on the certificate of insurance.

A: Insurance policy conditions, exclusions and limits

A1: Conditions

1) You must provide us with full and accurate information in connection with your cover, including changes to your personal details.
2) You should take reasonable precautions to the extent that this is reasonably within your control to protect yourself against loss or theft of your personal property including, but not limited to, cash, passport and driving licence; but this condition shall not apply to any claims you may have under Section B1 Card cover.
3) You must provide all the documents requested for any expenses claimed under this policy.
4) You must be over the age of 18 years old and be domiciled in the United Kingdom, Isle of Man, Jersey, Guernsey or the Falkland Islands.
5) You may not make a claim unless you have paid for the policy.
6) You must make claims and report losses of items within the timescales specified in these terms and conditions.

A2: Exclusions and limitations

1) Every effort will be made to provide you with emergency funds in line with the terms and conditions set out in sections B5, B9 and B10 of this policy. However, it may not be possible to arrange the transfer of funds to some countries or remote geographical locations due to events or conditions that are out of our control.
2) You are required to provide evidence of any expenses incurred. Expenses not supported by valid evidence may not be covered. For the avoidance of doubt, photocopies of original receipts or other relevant documents will be deemed to be valid evidence for this purpose.

A3: Length of policy and payments

1) This policy provides cover that begins on the start date and continues for the period of insurance in return for your premium.
2) We will write to you at least 14 days before the renewal date to notify you that your policy and your contract with CPP is due for automatic renewal on the renewal date. We will also use this opportunity to notify you of any changes in the policy before the renewal date, including any changes in your premium, which will apply for the next renewal period.
3) We will automatically renew the policy and your contract with CPP on the renewal date unless you contact us before that date and ask us not to.

A4: Cancelling this policy
1) You have a right to cancel your policy and your contract with CPP within 21 days of the start date or within 14 days of the renewal date. If you exercise this right to cancel then your policy and your contract with CPP will be cancelled immediately and any payment you have made refunded in full.
2) If you choose to cancel your policy and your contract with CPP outside the cooling off periods shown above, you will not be entitled to a refund except during the term of a three year policy where you are no longer eligible for the cover provided under the policy. In such circumstances, we will cancel your policy and your contract with CPP and refund you an amount of each unexpired year left on your policy.
3) We will cancel your policy and your contract with CPP on written notice to you if:
(a) you do not pay on the date it is due the amount payable for the policy comprising both the premium payable to us and the fee due to CPP; and/or
(b) if you have at any time:
i) given us false or materially incomplete information in relation to your policy;
ii) attempted to defraud us or CPP; or
iii) committed a material breach of the terms and conditions of your policy or acted dishonestly towards us or CPP.

A5: Other insurance
If there is any other insurance which covers any of the benefits set out in this policy, you must tell us about this when you make a claim. We will not pay more than our share of any claim covered by other insurance.

A6: Dishonest claims
If you make a claim which is in any way dishonest, we will refuse to pay any benefit and will cancel your policy and your contract with CPP in line with A4 above. If we pay any benefit and later discover that your claim was dishonest, we will take steps to get the money back from you.

A7: Waiver of terms and conditions
If we choose not to enforce a term or condition of this policy at a particular time, this will not prevent us from relying on that term or condition in the future.

A8: Who is covered
Policies are designed to cover the main policyholder and up to four other policyholders. The policy therefore covers up to 5 registered policyholders and each policyholder is entitled to all the policy benefits unless stated otherwise. All of these people must live at the same address and agree that we can release their details to the other policyholders.
The policy covers cards and keys held by the policyholder(s) and one contract mobile phone for each of the policyholders.

We may communicate with any policyholder, and ask their permission, on behalf of the other policyholders, to:

  • register cards and valuable documents onto a policy;
  • report a lost card;
  • register mobile phones onto the policy;
  • make contact with the card issuers; or
  • process a claim.

However, we need permission from the main policyholder to amend the main policyholder's personal details, report a change of address, change the payment details, cancel the policy or change its term.

A9: Claims and loss reporting
If your cards or keys are lost or stolen, you must report the incident to us within 24 hours of discovery. If you cancel your cards directly with your card issuer, we may need evidence of this communication before we pay a claim under section B1.

The owner of a lost or stolen contract mobile phone must report the loss or theft of the contract mobile phone to us and the network provider by telephone within 24 hours of discovering the mobile phone loss. Where your phone is stolen, you must also notify the police and obtain a police reference number from them.

If you need to report a loss or theft or make a claim on your policy, please call us on the telephone number shown in your welcome pack and certificate of insurance. You will be sent a claim form to fill in. All claims and supporting documents must be received within six months of the date of the loss or theft.

Please remember to include all the documents asked for, including proof of any expenses claimed for. If you do not, your claim may be delayed. When all documents have been received, we aim to process claims within 14 days.

If you are unhappy with a decision we have made about your claim, you have the right to appeal. You must do this within 90 days of the claim decision. If you would like to appeal, please call us on the telephone number shown in your welcome pack and certificate of insurance and ask for the Appeals Team, or write to:

The Appeals Team
Card Protection Plan Limited
Holgate Park
York
YO26 4GA

Please note that when processing and settling claims and appeals, CPP does so as agent for the Insurer and not as agent for any policyholder. Any amount due to you in settlement of a claim is not deemed to have been paid out until received by you.

B: Cover and benefits

B1: Card cover
If you lose your card or it is stolen:
1) We will reimburse you for the amount of any unauthorised transaction arising from the use of a lost or stolen card which your card issuer holds you liable to pay.
2) We will cover any amount which you have to pay for a replacement card.
3) When you report a card loss to us, we will contact the card issuer and ask them to cancel the card and provide a replacement.

Exclusions and Conditions of this Cover
We will not pay:

  • more than £20,000 per policyholder per year;
  • any courier costs associated with delivering an emergency replacement card to you.

B2: Contract mobile phone cover
If you lose your contract mobile phone or it is stolen:
1) We will pay amounts which you have to pay to a network provider as a result of airtime abuse in the twelve hours before the time at which you report the loss of your contract mobile phone to us.
2) When you report a contract mobile phone loss to us, we will try to connect you to your network provider so that you can report the loss to that network provider. Please note: usually only the owner of the contract mobile phone can report this to the network providers as they will not normally accept instructions from third parties.

Exclusions and Conditions of this Cover
We will not pay:

  • more than £1,000 per policyholder per claim
  • any claim that is not supported by a police reference number.
  • any claim that is not supported by the required documentation, which may include an itemised bill showing unauthorised calls. If you cannot provide this document and a police reference number or you cannot provide alternative evidence to our sole satisfaction that the contract mobile phone loss took place, you will not be covered for airtime abuse.
  • We will not cover airtime abuse of a mobile phone that is not a contract mobile phone.
  • We will not cover the value of the contract mobile phone.

B3: Key cover
A. House keys
If your house keys are lost or stolen we will arrange for one of our pre-approved locksmiths to replace locks that need to be changed and provide cover against the costs you have to pay for this. We will arrange for the replacement of up to three keys for each lock that has been replaced and provide cover against the costs you have to pay If you do not need to have your house locks replaced, we will pay up to £30 per incident for up to 3 new keys to be cut for an existing lock.
B. Vehicle keys
1) If your vehicle keys are lost or stolen and you require immediate assistance to gain access to your vehicle, we will arrange for one of our pre-approved locksmiths to give you access into your vehicle and provide cover against the costs you have to pay for this.
2) We will arrange for the replacement of one key for each vehicle lock that has been replaced and provide cover against the costs you have to pay for this.
3) If your vehicle keys are lost or stolen, and we cannot arrange for a pre-approved locksmith to gain access to your vehicle, we will refund the cost of hiring a car or taxi fares or using public transport for up to three days, provided:
(a) you notify us of the need for transport at the time you report your keys lost or stolen and we agree the cost with you in advance; and
(b) you do not hire a car with an engine size of over 1600cc.
4) We will provide cover against the costs that you have to pay if you have to replace infrared handsets for vehicle immobilisers or alarms when these are lost or stolen at the same time as your vehicle keys.
5) We will also provide cover for costs you have to pay to have immobilisers or alarms reprogrammed or otherwise reset as a result of the loss or theft of your vehicle keys.
C. All keys
1) We will provide you with a key tag to attach to your keys. The key tag will contain a unique identification number and CPP's telephone number which any person who finds your keys, subsequent to them being lost or stolen, will be encouraged to ring. In the event that someone finds your keys and contacts us, we will:

(a) pay phone or postage costs for anyone who finds your keys to return them to us; and
(b) let you know where your keys are or return them to you.

Exclusions and Conditions of this Cover

  • You must notify us in advance before you incur any costs that you wish to claim for under this section.
  • We will not pay more than £600 for all claims under this section in each year.
  • We will only provide one key tag for every policyholder.
  • We do not cover broken keys or keys stuck in a lock.
  • Locksmith charges for entry only, where no locks are replaced are not covered.
  • Locks that were already damaged before keys were lost or stolen are not covered.
  • We will only cover keys and locks owned by you.
  • We will not accept liability for your house or vehicle arising from our replacement of locks unless this is caused by our negligence.

B4: Personal belongings cover
We will pay up to £200 for the cost of replacing personal belongings which are lost or stolen at the same time as the card while you are away from your home.

Exclusions and Conditions of this Cover

  • We will not pay anything unless:

(a) you reported the loss to the police local to where the incident occurred as soon as reasonably practicable;
(b) you have written evidence from the police of making a report (or, if this evidence is not available, we must be satisfied that you reported the matter or you have some form of evidence to support your claim); and
(c) you provide documentary evidence for the replacement items (for example, replacement receipts or any other document showing payment incurred).

  • We will not pay:
    • more than one claim per policyholder under this section in each year.
    • the first £25 of each claim.

    B5: Paying emergency hotel bills
    We will pay your hotel bill up to £3,000 per claim if:
    (a) you lose your card whilst abroad and report the loss to us; and
    (b) you do not have any other way of paying the bill.

    Exclusions and Conditions of this Cover

    • You must ask us to pay the hotel bill within 48 hours of the time you call us to report the card loss.
    • You must agree to us contacting a registered credit reference agency to check your credit status before we pay the bill. If we are not satisfied with the result of that check, we may refuse at our discretion to pay the bill.
    • We will pay the hotel bill direct to the hotel. You must then repay the full amount of the hotel bill to us within 28 days.

    B6: Replacement cash
    We will pay the face value of any cash or banknotes which are lost or stolen at the same time as the card whilst you are abroad.

    Exclusions and Conditions of this Cover
    We will not pay anything unless:
    (a) you have reported the loss to the police local to where the incident occurred as soon as reasonably practicable; and
    (b) you have written evidence from the police of making a report (or, if this evidence is not available, we must be satisfied that you reported the matter or you have some form of evidence to support your claim).

  • You must provide evidence to prove that you had the cash or banknotes immediately before the loss or theft. For example, ATM receipts, bank statements, Bureau de Change receipts or photocopies of such documents.
  • We will not pay more than £300 for all claims under this section in each year.

    • B7: Passport and driving licence
    1) If your passport is lost or stolen while you are abroad, we will:
    (a) help you to arrange an emergency replacement; and
    (b) pay any charges you have to pay for the issue of the emergency replacement while you are abroad.
    2) If your driving licence is lost or stolen while you are abroad, we will pay any charges you have to pay for the issue of a replacement when you return home.

    Exclusions and Conditions of this Cover

    • We will not pay anything unless:
      • (a) the loss or theft of the passport or driving licence happens and is reported to us at the same time as the card loss; and
      (b) you have provided evidence to support your claim (for example, receipts from or correspondence with a Consulate).
    • We will not pay more than £300 for all claims under this section in each year.

    B8: Personal items retrieval
    We will provide you with identification labels to tag or mark your personal items. The identification labels will contain details of your policy number and CPP's telephone number which any person who finds your personal items, subsequent to them being lost or stolen, will be encouraged to ring.

    If your personal items are lost or stolen, we will:
    (a) in the event that anyone finds your personal items and contacts us we will, at your option, put you in touch with that person so that you can arrange the delivery of your personal items, or contact the finder on your behalf to arrange the delivery of your personal items to CPP and then contact you to arrange delivery to you; and
    (b) pay any costs you have to pay to get the items back to you.

    Exclusions and Conditions of this Cover

    • We will not pay anything unless you have provided evidence showing the costs you have incurred (for example, receipts or any other document showing payment incurred).
    • We will not pay more than £200 for all claims under this section in each year.

    B9: Emergency cash
    In the event of a card loss, we will advance you cash via money transfer up to £5,000 per claim to cover basic living expenses if:
    (a) you are away from your home; and
    (b) you have no other way of getting credit or funds.

    Exclusions and Conditions of this Cover

    • You must ask us for the emergency advance within 48 hours of the time when you call us to report the card loss.
    • You must agree to us contacting a registered credit reference agency to check your credit status before cash is provided. If we are not satisfied with the result of that check, we may refuse to advance you any money.
    • You must repay us in full within 28 days of the advance.

    B10: Replacement travel tickets
    We will advance you up to £5,000 per claim to replace travel tickets so that you can return to your home if your travel tickets have been lost or stolen from somewhere other than your home at the same time as the card.

    Exclusions and Conditions of this Cover

    • You must ask us for replacement travel tickets within 48 hours of the time when you call us to report the card loss.
    • You must agree to us contacting a registered credit reference agency to check your credit status before cash is provided. If we are not satisfied with the result of that check, we may refuse to advance you any money.
    • You must repay us in full within 28 days of the advance.

    B11: Communication costs
    We will pay any communication costs that you have to pay when you report a card or mobile phone loss to us, the police and to any other insurer.

    Exclusions and Conditions of this Cover

    • You must provide evidence to support your claim (for example, telephone bills, receipts or any other document showing payment incurred).
    • We will not pay:
    • more than £100 for all claims under this section in each year in respect of card loss.
    • more than £50 for all claims under this section in each year in respect of mobile phone loss.

    B12: Protective registration
    If you tell us you have lost personal documents at the same time as the card, and if you agree, we will register your personal details with CIFAS for 13 months to reduce the risk of your identity being used unlawfully to obtain credit or funds or other products or services in your name. CIFAS is a not-for-profit membership organisation dedicated solely to the prevention of financial crime in the United Kingdom.

    General conditions of both contracts

    Cooling-off periods
    Remember that you have a right to cancel your policy and your contract with CPP. If you decide to cancel within 21 days of your start date or 14 days of your renewal date, please call CPP on the telephone number shown in your welcome pack and certificate of insurance or write to CPP at the address below. Your policy and your contract with CPP will be cancelled immediately and any payment you have made refunded.

    General information
    You should review your policy periodically to make sure it remains adequate for your needs.

    You may have to pay other taxes or costs that are not paid or imposed by us.

    Complaints
    If at any time you have a problem with your contracts, please call CPP on the telephone number shown in your welcome pack and certificate of insurance. Or you can write to the Complaints Manager at:

    Card Protection Plan Limited
    PO Box 353
    York
    YO26 4GA

    We will do our best to answer your query within five working days. If no reply has been sent by then, you will be sent an acknowledgement letter to keep you informed of progress.

    If you are not happy with our reply, you can take the matter to:

    The Financial Ombudsman Service
    Insurance Division
    South Quay Plaza
    183 Marsh Wall
    London
    E14 9SR

    Please note that the Ombudsman will not be able to help unless you have first taken your complaint to CPP and your subsequent appeal is made within 6 months of our final reply.

    The existence of these complaint procedures does not reduce your statutory rights relating to this policy. For further information about your statutory rights, contact the Office of Fair Trading or Citizens Advice Bureau.

    Governing law
    These contracts are governed by and must be interpreted in accordance with the laws of England and Wales or unless you and the Insurer agree otherwise. You, the Insurer and CPP agree that policy terms and all other communications will be issued in English.

    Who regulates us
    CPP (Firm Reference Number 311489) and the Insurer (Firm Reference Number 202803) are authorised and regulated by the Financial Services Authority (FSA) of 25 The North Colonnade, Canary Wharf, London E14 5HS. You can check this on the FSA's register by visiting the FSA website www.fsa.gov.uk or by contacting the FSA on 0845 606 1234.

    Consumer protection
    CPP and the Insurer are covered by the Financial Services Compensation Scheme so you may be entitled to compensation if we cannot meet our obligations.  Insurance, insurance advising and arranging is covered for 90% of the claim, without any upper limit. Further information about compensation scheme arrangements is available from the FSCS. Contact them at www.fscs.org.uk, call them on 0800 678 1100 or 0207 741 4100, fax them on 020 7892 7301, or write to them at 7th floor, Lloyds Chambers, Portsoken Street, London E1 8BN.

    Recording calls
    CPP records all phone calls from policyholders and other consumers. This is to:

    • provide a record of the instructions received from you;
    • monitor quality standards;
    • help us with staff training; and
    • meet legal and regulatory requirements.

    Special needs
    We are committed to meeting the needs of all our policyholders, including those with special needs.  Letters and other documents are all available on request in Braille, large text or on audio tape.  Hearing and speech-impaired policyholders who wish to speak to us and have a textphone available can do so by using the RNID's Typetalk Relay service.  This is available 24 hours a day, seven days a week and allows our customers who find this convenient to contact us via a Typetalk Operator who will relay instructions and other requests verbally to our call centre staff.  Please note that to use Typetalk Relay, you must have or be able to get access to a textphone.  If so, just dial 18001 and then dial CPP's number; once the call is connected, a Typetalk Operator will join the call to relay your message.  Our responses will then appear as text on your textphone.  For Typetalk, please call 18001 0844 848 2914. For all other services, including requests for Braille, large print or audio versions of any of our documents, please call 0844 848 2914.  In all cases, we'll be happy to help.

    Data Protection Notice - your personal details
    CPP takes the privacy of its customers seriously. Card Protection Plan Limited is registered as a Data Controller with the Information Commissioner's Office with the registration number Z5773216. CPP is part of the CPPGroup Plc group of companies ("CPP Group"). You can find out more about the CPP Group by visiting www.cppgroup.com. This Data Protection Notice sets out how CPP and other members of the CPP Group use and protect any personal information that you give to CPP when you purchase or renew your policy.

    Who to contact

    If you have any questions about this Data Protection Notice or wish to withdraw or withhold your consent (where consent is required) to the use or disclosure described, please contact CPP at: The Compliance Manager, Card Protection Plan Ltd, Holgate Park, York, YO26 4GA. Please note that withholding or withdrawing your consent to sharing data with CPP Group for the purposes set out below may prejudice the ability to take out your policy.

    What personal information is collected?

    CPP may collect and use the following information:

    •your name and contact information (including e-mail address and mobile phone number) and any other contact details you provide to CPP or to a business partner who introduced you to us, which includes card providers and banks ("Business Partner");
    •your date of birth;
    •financial information including card payment details and details of the cards and mobile phones which will be covered by the policy;
    •information that you provide when you purchase or renew your Card Protection policy;
    •records of any correspondence with you regarding any specific enquiry you make; and
    •information about other products and services you obtain from members of the CPP Group or our Business Partner.

    What does CPP do with your personal information?

    CPP uses your information for the following purposes:

    •to make decisions on your policy;
    •to process, provide you with and manage your Card Protection policy and provide benefits described in these terms and conditions;
    •to collect payments when due;
    •internal record keeping;
    •to improve its products and services;
    •to communicate with you by e-mail, telephone or post if you have purchased a policy from CPP, either regarding the purchase or other matters regarding transactions between you and CPP or your customer relationship with CPP;
    •to contact you by e-mail, telephone or post in order to share information with you about products, services and events from CPP and other members of the CPP Group and the Business Partner that may be of interest to you;
    •to contact you for market research purposes, if you have not objected to such use;
    •to process any claim you make in connection with lost or stolen items which are covered by your policy;
    •to contact you regarding any specific enquiry you make;
    •statistical analysis;
    •fraud prevention; and
    •debt collection.

    Direct Marketing and your preferences

    CPP may wish to provide you with information about CPP Group's or the Business Partner's new products, promotions, special offers and other information which may be of interest to you and invite you to take part in market research. This communication may occur by post, telephone, email or SMS (unless you have asked us not to do so).

    CPP will ensure that any direct marketing or market research that you receive or are contacted about by electronic means will provide a simple means for you to refuse further marketing. For example, in emails it may provide you with an 'unsubscribe' link, or an email address to which you can send an opt-out request. CPP will stop any marketing to which you object or withdraw your consent to within a reasonable period, in order to allow sufficient time for the change to be administered. You can change your mind at any time about marketing by informing CPP using the contact details set out at the top of this Data Protection Notice for CPP. In such cases CPP would not necessarily remove all your personal data from its database(s) but would note and respect your changed direct marketing preferences.

    To avoid contacting you unnecessarily about products you may already have, you agree that CPP Group members may compare your details with information provided by or held by or on behalf of the Business Partner about you and the products and services you already have. When the relevant CPP Group member does this it may need to tell the Business Partner that you have a policy with CPP and disclose enough personal data to enable the Business Partner to identify you on these files.

    Who does CPP share this information with?

    Your personal information will be made available to CPP's authorised service providers and third party suppliers which perform certain services on CPP's behalf e.g. providing IT support and maintenance, providing hosting services, providing online payment services and providing marketing services. These service providers may have access to personal information needed to perform their functions on CPP's behalf but are not permitted to share or to use such information for any other purpose. These service providers may be in other countries but where any information is transferred abroad, your personal information will be safeguarded in accordance with the provisions set out below.

    In addition to the direct marketing purposes explained above, CPP may share limited personal information with other companies within the CPP Group e.g. to the extent needed for proper management and parental analysis and decision making.

    Limited personal information about you may be shared with CPP's Business Partner as set out in the "Direct Marketing and your preferences" section above.

    CPP may also disclose your personal data:

    • In response to a court order, or a request for cooperation from a law enforcement or other government agency; to establish or exercise CPP's legal rights; to defend legal claims; or as otherwise required or permitted by applicable laws and/or regulations;
    • When CPP believes that disclosure is appropriate in connection with efforts to investigate, prevent, or take action regarding illegal activity, suspected fraud, or other wrongdoing; to protect and defend the rights, property or safety of CPP, other CPP Group members, customers, staff, suppliers or others; to comply with applicable law or co-operate with law enforcement; or to enforce CPP's terms or other agreements;
    • To prospective or actual buyers in the event that CPP sells any of its business or assets, or to other CPP Group members in the event of a reorganisation; and
    • When CPP is required to disclose your personal data in the course of providing you with the benefits under your policy, for example when CPP is required to contact your card issuer in relation to a lost card.

    If you use a payment card to pay for your policy, CPP may ask the issuer of that card to tell us about changes in your address and other personal and financial details so that CPP can update your policy records. This may include, but is not limited to, asking for new card or account numbers and for information about changes to any of your personal contact details (e.g. telephone, mobile phone or fax numbers, or e-mail addresses).

    CPP will send limited information to ACE, who underwrite your policy. The information provided to ACE by CPP is generally limited to non-personal information such as the number of policies sold by CPP to be underwritten by ACE. In the event that CPP is no longer able to administer your policy, CPP will pass personal information including your name and financial information to ACE in order for ACE to continue to administer your policy.

    CPP may also pass your personal information to ACE in order for ACE to comply with its audit requirements in respect of the policies which it underwrites.

    CPP will record your information on relevant databases and registers for the purposes of crime prevention and detection. If you make a claim, CPP may record your information on relevant insurance industry databases such (e.g. CIFAS) and registers for future claims administration and further fraud and other crime prevention and detection purposes, and may share your information with the police, other insurers and fraud prevention agencies to prevent fraudulent claims.

    If you report a lost card to CPP your name and address and the details of the card will be passed to the card issuer so that they can cancel it and provide a replacement. If you notify CPP that your address has changed, your new address details may be passed to your card issuers so that they can update their records.

    To help assess whether you qualify for emergency financial help (where such help is requested), you agree that CPP can check your credit rating with a credit reference agency who will keep a record of this enquiry. Other organisations may then use this information for credit assessments or to trace debtors and prevent fraud.

    You agree that your personal information will be shared with other third party companies who provide aspects of the policy cover.

    CIFAS
    If you report the loss of important documents, such as your passport or driving licence, CPP will, with your consent, pass your name and address and your date of birth to CIFAS for the purposes of fraud prevention in the UK. CIFAS and other organisations may access and use this information to prevent fraud and money laundering, for example when:

    • checking details on applications for credit and credit related accounts or other facilities;
    • managing credit and credit related accounts or facilities;
    • recovering debt;
    • checking details on proposals and claims for all types of insurance; and
    • checking details of job applications and employees.

    Please also note the following:

    • If false or inaccurate information is provided and fraud is identified, details will be passed to fraud prevention agencies.
    • Law enforcement agencies may access and use the information.
    • CIFAS and other organisations may access and use from other countries the information recorded by fraud prevention agencies.
    • The fraud prevention agencies that may process your information are Callcredit Information Group, Equifax Limited, Experian Limited, Synectic Solutions Limited and Experian Decision Analytics.

    CPP will not otherwise transfer, disclose, sell, distribute or lease your personal information to third parties unless they have your permission to do so or are otherwise required or permitted to do so by law.

    Will my personal information be transferred abroad?

    Personal data which relates to you may be accessed by third party service providers based in countries outside the European Economic Area (EEA) such as Malaysia.

    European data protection law permits the export of personal data to other countries subject to the provision of adequate levels of protection for the processing of such personal data. CPP will ensure that where it transfers your personal information outside the EEA, adequate safeguards are put in place to protect your personal information as data protection standards in those countries may differ from those in the EEA.

    How to get copies of or amend the information collected by CPP

    You may request details of personal information which CPP holds about you under the Data Protection Act 1998 at any time. A small fee will be payable. If you would like a copy of the information held about you please write to:

    UK Compliance Team
    Card Protection Plan Limited
    Holgate Park
    Holgate Road
    York
    YO26 4GA

    If you think any information CPP has about you is incorrect or incomplete, please write to us as soon as possible. CPP will correct or update any information as soon as possible.