Samsung Care+ Accidental Damage Insurance Policy Wording

1. Policy Wording

This document outlines the terms and conditions of Samsung Care+ Cover, forming an agreement between the policyholder and Assurant General Insurance Limited (referred to as "the insurer"). Policyholders should carefully read this document and their certificate of insurance to ensure the policy meets their needs. For frequently asked questions or inquiries, visit claims.samsungcareplus.assurant.co.uk or call 0333 0091 717.

2. Who is this policy designed for?

This policy is intended for customers seeking accidental damage cover for their Samsung device. An excess may be payable for each accepted claim, with the amount confirmed in the certificate of insurance and varying by device type and model. Policyholders should consider this excess when deciding if the policy is suitable. Claims may be rejected if the device is subjected to risks not typically taken if uninsured. Further details are available in the 'What you are NOT covered for' section.

3. What is covered?

Summary	Description
Worldwide cover for your Samsung device	Coverage for Samsung devices as detailed in the certificate of insurance. The device must be in full working order and, if SIM-enabled, able to connect to the network before policy inception. Claims for pre-existing damage are not covered.
Your device is covered worldwide against accidental damage	If a device is accidentally damaged, the insurer will repair or replace it. Accidental damage refers to a device failing to function correctly or safely due to an accidental incident (e.g., dropping, liquid spills). To complete a claim, the damaged device must be sent to the insurer. Failure to send the device will result in the claim being treated as a loss, which is not covered. Replacements If a device cannot be repaired and a replacement of the same make and model is unavailable, a choice of devices with similar specifications will be offered. Replacement devices may be fully refurbished (not brand new) but undergo a comprehensive checking process to ensure full working order. All replacement devices come with: The remaining period of cover on the Samsung Care+ from the original insured device; and The remaining period of the Samsung two-year limited warranty from the original insured device or a 90-day limited warranty (whichever is longer). The insurer will attempt to replace a device with the same color but cannot guarantee this. Limited or special edition devices cannot be guaranteed to be replaced with an identical model. Replacement or repaired items are only sent to UK addresses. If the insurer is unable to repair or provide a replacement, they will contact the policyholder to discuss alternative claim settlement.
Accessories which came in the box of the insured device	Accessories damaged simultaneously with the device, or rendered incompatible due to device replacement, will be replaced with similar accessories. If this is not possible, the insurer will contact the policyholder to discuss an alternative solution. Accessories are only covered if they were included in the original box with the device at the point of purchase.

Summary

Description

Worldwide cover for your Samsung device

Coverage for Samsung devices as detailed in the certificate of insurance. The device must be in full working order and, if SIM-enabled, able to connect to the network before policy inception. Claims for pre-existing damage are not covered.

Your device is covered worldwide against accidental damage

If a device is accidentally damaged, the insurer will repair or replace it. Accidental damage refers to a device failing to function correctly or safely due to an accidental incident (e.g., dropping, liquid spills). To complete a claim, the damaged device must be sent to the insurer. Failure to send the device will result in the claim being treated as a loss, which is not covered.

Replacements

If a device cannot be repaired and a replacement of the same make and model is unavailable, a choice of devices with similar specifications will be offered.
Replacement devices may be fully refurbished (not brand new) but undergo a comprehensive checking process to ensure full working order. All replacement devices come with:
- The remaining period of cover on the Samsung Care+ from the original insured device; and
- The remaining period of the Samsung two-year limited warranty from the original insured device or a 90-day limited warranty (whichever is longer).
The insurer will attempt to replace a device with the same color but cannot guarantee this. Limited or special edition devices cannot be guaranteed to be replaced with an identical model.
Replacement or repaired items are only sent to UK addresses.
If the insurer is unable to repair or provide a replacement, they will contact the policyholder to discuss alternative claim settlement.

Accessories which came in the box of the insured device

Accessories damaged simultaneously with the device, or rendered incompatible due to device replacement, will be replaced with similar accessories. If this is not possible, the insurer will contact the policyholder to discuss an alternative solution. Accessories are only covered if they were included in the original box with the device at the point of purchase.

4. What is NOT covered?

Summary	Description
Where the Serial number or IMEI has been removed, defaced or altered	Claims will not be accepted if the Samsung device's serial or IMEI number has been removed, defaced, or altered.
Damage because of not taking care of your device	Policyholders are expected to take care of their devices. This includes: Following manufacturer's instructions for use. Not knowingly leaving the device out of sight where another person could damage it, or where the policyholder would be unable to prevent damage. Intentionally damaging the device. These actions increase the risk of damage and may lead to claim rejection. These examples are illustrative and not exhaustive.
Cosmetic damage	Damage is only covered if it impairs the normal functioning of the device. Scratches or dents that do not affect functionality will not be repaired or replaced. Scratches and scrapes are not covered. The device will only be fixed if it is not working, or if screen damage could cause injury or further damage to the device (e.g., a cracked screen is covered, but a scratched screen is not).
Contents of your device	Only the device itself is covered, not its contents. This includes pictures, software, downloads, apps, music, or any other content. Policyholders should regularly back up their data. Money lost due to data on the device being used to access existing accounts or fraudulently open new accounts is not covered.
More than 2 successful claims in each 12-month period	A limit of 2 successful claims applies per 12-month period, starting from the "Cover start date" on the certificate of insurance. For example, if a policy is purchased on February 1st and a successful claim is made on March 1st, only one more accepted claim is allowed until February 1st of the following year. For monthly or annual policies, the policy will cancel upon settlement of the second claim.
Other losses	Any cost or loss not fixable by device repair or replacement, such as loss of earnings, is not covered.
Modifications	If a device has been modified in any way, these modifications are not covered. Modifications include anything that changes the device's appearance or function from its original specifications, such as software changes, adding gems, or precious metals.
Third Party Repair and Servicing	Repairs, services, or modifications carried out by unauthorized parties are not covered.
Electrical or mechanical breakdown	Device failures due to defects or faults in materials or workmanship are not covered under this policy, as these may be covered under the Samsung two-year limited warranty and/or statutory rights.

5. How to make a claim

Step	Description
Step One	Contact Assurant General Insurance Limited as soon as possible after discovering the incident. This can be done online at claims.samsungcareplus.assurant.co.uk or by calling 0333 0091 717. Telephone lines are open 8am-7pm Monday-Friday and 10am-3pm on Saturdays.
Step Two	Provide proof of policy coverage, such as the certificate of insurance number or IMEI/Serial number. The insurer will guide the policyholder through the claims process. Additional information, such as proof of purchase, may be requested to assess the claim. Failure to supply requested proof may result in claim denial.
Step Three	An excess may be payable for every approved claim, with the amount confirmed in the certificate of insurance. The excess must be paid before the claim is settled.
Step Four	If the claim is approved, the device will either be repaired or, if unrepairable, a replacement will be sent.

Additional information and documents may be requested to assess a claim, including proof of last device use or identity verification. For mobile phones, documents must include make, model, memory size, color, and IMEI. For other devices, documents must include make, model, and purchase date. If there are difficulties obtaining supporting documents, policyholders should contact Assurant General Insurance Limited for assistance. The insurer considers varying circumstances when reviewing claims.

6. What you need to know about the claims process

If a device is damaged or faulty, the claim cannot be completed until any locking system on the device is removed. Locking systems can delay the repair process, and the device may be returned unrepaired for the policyholder to remove the locking system.
When sending a device, do not include SIM cards, memory cards, or other accessories unrelated to the claim. These items cannot be recovered or returned.
Upon receipt of a device, all remaining data will be erased as part of the claims process.
This cover is supplementary to any manufacturer's warranty or statutory rights. Nothing in this policy affects rights under a manufacturer's warranty or statutory rights.
Damaged devices, accessories, parts, and materials replaced by the insurer become the property of the insurer.

If a policyholder is dissatisfied with a claim decision, they should contact Assurant General Insurance Limited as soon as possible, following the process outlined in the 'Making an enquiry or complaint' section.

7. Making an enquiry or complaint

Assurant General Insurance Limited aims to be fair and reasonable in its service. For dissatisfaction, policyholders should contact the insurer to resolve issues quickly. Contact methods include:

Customer helpline: 0333 0091 717
Email: enquiries.samsungcareplus@assurant.co.uk

When contacting, policyholders should quote their name, IMEI/Serial Number, and Certificate of Insurance number for effective problem resolution.

If dissatisfied with the insurer's decision, policyholders can contact the Financial Ombudsman Service (FOS) for an independent assessment:

The Financial Ombudsman Service
Exchange Tower
London
E14 9GE

Telephone: 0800 023 4567 or 0300 123 9123
Email: complaint.info@financial-ombudsman.org.uk
Web: financial-ombudsman.org.uk

These terms, including referral to the FOS, do not affect statutory rights.

8. Fraud

Assurant General Insurance Limited has a zero-tolerance policy for fraud. The insurer collaborates and shares data with other insurers, law enforcement, fraud agencies, and network providers to detect and prosecute fraud with sufficient legal evidence. The Fraud Team actively works to identify and prevent fraud.

Assurant General Insurance Limited and other organizations may access and use information collected by fraud prevention agencies from the UK and other countries. When applying for insurance or making a claim, it is crucial to answer all questions honestly and accurately, including for anyone acting on the policyholder's behalf. Claims may be denied if false or inaccurate information is provided and fraud is identified. In such cases, Assurant General Insurance Limited will:

Not honor the claim and cancel the policy. Any excess paid will not be returned, serving as an administrative cost, not a penalty.
Report the policyholder to relevant authorities. Legal action may be taken to recover any money paid under the policy.
Pass details to the policyholder's bank or distribution partner.
Record details of the false claim on a Register of Claims, which insurers use to prevent fraud.
Pass details to fraud prevention agencies.

Law enforcement agencies and other organizations may access and use this information to prevent fraud and money laundering. This includes:

Checking details on applications for credit and credit-related accounts or loans.
Recognizing and stopping fraud.
Managing credit and credit-related accounts or loans.
Recovering debt.
Checking details on proposals and claims for all types of insurance.
Checking details of job applicants and employees.

For details on fraud prevention agencies, policyholders can contact Assurant General Insurance Limited on 0333 0091 717.

9. Price of your insurance

The insurance price depends on the device's value and the selected policy duration (monthly, 1-year, or 2-years), as detailed in the certificate of insurance.

For 1 and 2-year policies, the full premium must be paid upfront.
For monthly policies, the first month's premium is paid upfront, with subsequent premiums paid monthly on agreed dates via the chosen payment method.
Failure to make a monthly payment will invalidate and cancel the policy.

10. Duration of this policy

1-year and 2-year policies

These policies run for a maximum of 1 or 2 years (whichever applies) from the start date on the certificate of insurance, or until one of the following events occurs:

The policyholder contacts Assurant General Insurance Limited to cancel the insurance.
The insurer cancels the insurance.
Two successful claims are made on a 1-year policy.
Four successful claims are made on a 2-year policy.

Monthly policies

These policies run monthly for a maximum of 36 months or until one of the following events occurs:

The policyholder contacts Assurant General Insurance Limited to cancel the insurance.
The insurer cancels the insurance.
Two successful claims are made in a 12-month period.
Failure to pay the monthly premium on time.

11. Cancelling your insurance

Policyholders can cancel this insurance within 14 days of receiving the terms and conditions without extra fees or charges, and the premium will be fully refunded, provided no claim has been made.

After the 14-day period, cancellation is still possible. For monthly policies, no refund will be given. For 1-year and 2-year policies, a pro-rata refund will be provided based on the unused period of insurance, provided no successful claim has been made. If a successful claim has been made, no refund will be provided.

To cancel, contact Assurant General Insurance Limited on 0333 0091 717 (standard call charges apply).

The insurer can cancel the insurance without notice if monthly premiums are not paid when due or if a claim believed to be fraudulent is made. Otherwise, the insurer can cancel the insurance by providing 30 days' written notice to the policyholder's last known address or email address.

12. Need another copy?

This document and all literature from Assurant General Insurance Limited are available in large print, audio, or Braille. Copies can be requested by emailing enquiries.samsungcareplus@assurant.co.uk or calling 0333 0091 717.

13. Law that applies

The law of England and Wales applies to this policy, and legal action can be taken in the English courts. If residing in Scotland, legal action can be taken in either Scottish or English courts. If residing in Northern Ireland, legal action can be taken in either Northern Irish or English courts. This policy and all communication will be in English.

14. If we need to change the terms of the policy

If terms need to be changed, Assurant General Insurance Limited will provide 30 days' written notice to the policyholder's last known address. Changes may occur due to legal changes, Financial Ombudsman Service decisions, industry guidance, or fluctuations in insurance provision costs or cover levels.

If policyholders disagree with the changes, they can cancel their policy within 30 days of notification and may be entitled to a pro-rata refund of any premiums paid in advance.

15. Financial Services Compensation Scheme

Assurant General Insurance Limited is covered by the Financial Services Compensation Scheme (FSCS). Policyholders may be entitled to compensation if Assurant General Insurance Limited cannot meet its commitments. General insurance contracts are covered for 90% of the entire claim, with no upper limit. More information about the compensation scheme is available by contacting the FSCS on 020 77414100 or 0800 6781100, or by visiting their website at fscs.org.uk.

16. Information about the Insurer

This policy is underwritten by Assurant General Insurance Limited (Financial Services Register No. 202735), located at Emerald Buildings, Westmere Drive, Crewe CW1 6UN.

Assurant General Insurance Limited is authorized by the Prudential Regulation Authority and regulated by the Financial Conduct Authority and the Prudential Regulation Authority. Registration details can be verified on the FCA's Financial Services Register at www.fca.org.uk/register.

17. Data Protection - How personal information is handled

Who is the data controller?

The responsible controller for processing personal information when visiting the Web Portal and purchasing an insurance policy through it is Assurant General Insurance Limited (Assurant), located at Emerald Buildings, Westmere Dr Cheshire, Crewe CW1 6UN.

Personal information collected

Assurant General Insurance Limited may collect and use the following information when policyholders visit the Web Portal and for providing insurance services:

Name and contact details (e.g., postal address, phone number, email address).
Internet Protocol (IP) address (e.g., when visiting the Web Portal).
Bank account details (e.g., for collecting insurance premiums).
Insurance policyholder data (e.g., policy number, certificate, payment history, and invoices).
Data from the covered device (e.g., make, model, serial number, IMEI).
Details of claims for compensation (e.g., claim number, date of theft and reason, call history, theft details, participation reference, and supporting documents).
Records of any correspondence related to specific matters.
Feedback provided by policyholders about services.

Failure to provide certain data may prevent Assurant General Insurance Limited from providing specific services under the insurance policy.

How personal information is used

Personal information is processed for the following purposes:

To support visits to the Web Portal.
To process the purchase of an insurance policy.
Fulfilling the insurance policy and providing related services, including:
- Provision of the insurance policy.
- Verifying identity.
- Processing information regarding product and service purchases.
- Calculating cover price and excess.
- Receiving payment.
- Communicating with the policyholder.
Performance of the insurance policy concluded with the policyholder.

Legal basis for processing personal information

Personal information is processed only where there is a valid legal basis, including:

Where necessary to pursue legitimate interests, specifically:
- Compliance with insurance policy obligations, including claims management.
- Statistical analysis, customer surveys (where permitted), internal administrative functions, customer information request management, customer relationship management, and evaluation of insurance policy quality and benefits.
- Monitoring and improving offers and customer experience, and managing internal procedures in accordance with tests and standards.
- Risk assessment and management (including operational risk), debt collection, fraud prevention, and evidence management.
- Responding to comments or complaints.
- Improving the safety, security, and performance of services.
Compliance with a legal obligation, for example, using personal information for the prevention of money laundering, terrorist financing, and sanctions regime compliance.
Where consent has been given for specific purposes, such as placing cookies when visiting the Web Portal. Consent can be withdrawn at any time by contacting Assurant General Insurance Limited or using the provided mechanism.

Personal information obtained from other sources

Assurant General Insurance Limited may process personal information obtained from third parties, such as telecommunications service providers (for name, contact details, insurance policy details) and data related to identity and previous claims (for policy and claim decisions).

How personal information is shared

Personal information may be disclosed on a need-to-know basis to the following third parties:

Other companies within the Assurant group.
Third-party service suppliers (e.g., telecommunications service providers, couriers, customer support, communications, audit, hosting, device warehouses, repair centers, claims management entities).
Fraud prevention services and databases (if false or inaccurate data is provided, or fraud is suspected, data will be verified).
Public services and bodies, including law enforcement and judicial authorities (to prevent/detect fraud or other criminal activity).
Public Authorities (if required by law or for legal protection of legitimate interests).

How long personal information is kept

Personal information is retained only for the period strictly necessary for the full performance of the insurance policy, typically no more than 6 years after the policy ends or is cancelled, to respond to requests, claims, or information requests. Data may be retained longer if required by law or to protect rights under data protection legislation.

International Transfers

Personal information may be transferred outside the United Kingdom (UK) to countries without adequate data protection levels. Assurant General Insurance Limited ensures appropriate Standard Contractual Clauses or vendor's Binding Corporate Rules are in place. For more information on transfer mechanisms, contact Assurant General Insurance Limited using the provided contact details.

Your rights

Policyholders have the following rights regarding their personal information:

Right to access: Information about how personal information is processed, including categories, recipients, and processing purposes.
Right to rectification: To correct inaccurate personal information and complete incomplete information, considering processing purposes.
Right to erasure (deletion): To have personal information erased when it is no longer necessary for the purposes collected, consent is withdrawn, there are no compelling legitimate grounds for processing, information has been unlawfully processed, or erasure is required for legal compliance.
Right to restriction of processing: To have data blocked from normal processing (not erased) when accuracy is contested, processing is unlawful but erasure is opposed, information is no longer needed for processing but required for legal claims, or pending verification of legitimate grounds overriding policyholder interests.
Right to withdraw consent: At any time, without affecting lawfulness of processing prior to withdrawal. Processing may continue under other valid legal bases even after consent withdrawal.
Right to data portability: To obtain a copy of personal data in a structured, commonly used, machine-readable format and transmit it to another controller without hindrance.
Right to object: To the processing of personal information based on legitimate interests if there are no compelling legitimate grounds overriding policyholder interests or for legal claims. This includes the right to object to processing for direct marketing purposes, including profiling.

Note: In certain situations and subject to applicable law, Assurant General Insurance Limited may not be able to comply with all requests (e.g., deletion requests for legally required information). A reasonable fee may be charged for additional copies or excessive requests. Policyholders will be informed if a fee applies or if a request cannot be honored. Third parties with whom personal information has been shared will be notified of correction, deletion, and/or restriction requests, but compliance by third parties cannot be guaranteed.

To submit a privacy rights request, visit www.assurant.com/dataprotection/eu. Contact details are also provided below.

Policyholders always have the right to lodge a complaint with their local Data Protection Authority.

Information security

Assurant General Insurance Limited implements safeguards to protect personal information in accordance with industry standards and privacy laws. Access is restricted to individuals with a valid business purpose. Physical, electronic, and procedural safeguards are maintained. However, no internet transmission or electronic storage method is entirely secure, so absolute security cannot be guaranteed.

Minimum Age

Assurant General Insurance Limited does not knowingly collect personal information from anyone under 18. Policyholders must be at least 18 years of age to purchase the insurance policy and use the service.

Automated decision making and profiling based on personal information

Automated decision-making tools are used in certain circumstances, such as compensation claims management. Additional information about these processes will be provided before or at the time decisions are made. If a policyholder disagrees with a decision made solely by automated means, they can request human review, express their viewpoint, and obtain an explanation. Contact Assurant General Insurance Limited using the details below for this purpose.

Changes to this Privacy Notice

This privacy notice may be updated periodically. Material changes will be notified by email or through the service. Policyholders should review changes carefully.

Contact Assurant General Insurance Limited

For general enquiries, contact enquiries.samsungcareplus@assurant.co.uk or call 0333 0091 717.

For questions about the privacy notice or to lodge a data privacy complaint, contact:

Assurant General Insurance Ltd.
Westmere Dr Cheshire
Crewe CW1 6UN.

By Email: dataprotectionofficer@assurant.com

To submit privacy rights requests: www.assurant.com/dataprotection/eu

Effective date: January 2022

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