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About our Payment Protection Plus Insurance Policy



Updated: 20/12/2016

Payment Protection Plus Insurance Policy Summary


Please note that this policy is no longer available
This document is provided for information purposes for existing policyholders


Key Facts logo - policy summary.

This document is a summary of cover only. The full terms and conditions are provided in the Policy Booklet.

Type of insurance and cover
This is an optional insurance policy which provides you and your partner with the benefit of life, disability (accident and sickness), hospitalisation and unemployment insurance, to protect your account repayments to Express Gifts Limited trading as Studio and Ace catalogues.

Significant features, benefits, limits and eligibility

Cover Option Qualifying Conditions Benefit Limit
Disability
(Section Two)
You must be 18 or over and under 65 years of age and a doctor must certify that you are totally unable to carry out the duties of your normal job for at least 14 consecutive calendar days. The insurer will pay 25% of your account balance at the claim date after the 14 day waiting period has passed, a further 25% of your account balance 30 days after making this payment and the remaining 50% 30 days after that.

The insurer will also pay £100 per month towards your household groceries (for a maximum of three months).
Unemployment
(Section Three)
You must be 18 or over and under 65 years of age and become unemployed for at least 14 consecutive calendar days through no fault of your own. This benefit also applies if you give up work to become a carer.

If you become unemployed, you must register with Jobcentre Plus and provide a copy of your Jobseeker's Agreement.

If you become a carer, you must provide an Award Notice and be a registered carer with HM Revenue & Customs.

unemployment cover varies depending on the type of employment contract you had when you became unemployed, that is whether you held a permanent contract, a fixed-term contract or were selfemployed.

For example, if you are self-employed you must:
- have permanently ceased trading because you could not find enough work to meet your day to day business and living expenses, and
- have declared the above to HM Revenue & Customs,
- and provide the scheme administrator with a copy of your signed Jobseeker's Agreement and ongoing proof that you are registered as unemployed with Jobcentre Plus, or provide suitable alternative proof of unemployment.
The insurer will pay 25% of your account balance at the claim date after the 14 day waiting period has passed, a further 25% of your account balance 30 days after making this payment and the remaining 50% 30 days after that.

The insurer will also pay £100 per month towards your household groceries (for a maximum of three months).
Hospitalisation
(Section Four)
You must be 18 or over and stay in hospital for at least 3 days in a row.

Your hospitalisation must be certified by a doctor.
The insurer will pay 25% of your account balance at the claim date after the 3 day waiting period has passed, a further 25% of your account balance 4 days after making this payment and the remaining 50% 14 days after that.

The insurer will also make a maximum of three payments of £100 in line with the above payments. This is to help towards the cost of your household groceries.
Life
(Section Five)
You must be 18 or over and under 75 years of age and either have a balance on your account at the time of your death or have settled Your account balance in full up to 30 days before your death. The maximum payment towards your account balance is £10,000

The insurer will also pay £1,500 towards your funeral expenses, or a £5,000 lump sum payment if your death was the result of a bodily injury sustained in an accident.


You should review the cover provided regularly to make sure that it remains suitable for your needs.

The following exclusions apply to all sections of cover (Section Six).

This insurance does not cover any claim directly or indirectly caused by, contributed to or resulting from war or acts of terrorism, you engaging in active war or nuclear risks.

Duration of cover
You will be covered for 4 weeks from the start date and then for each further consecutive 4 week period for which the insurers accept a premium from you.

How much does this policy cost?
The insurance premium is paid 4-weekly and is 1.04% of the balance of your Studio/Ace catalogue account, including Insurance Premium Tax (IPT). The cumulative cost to a typical customer with an average balance is £22.20 over 22 months. If you do not maintain your minimum 4-weekly payments, future amounts owing on your account may contain additional interest charges on previously unpaid premiums but the most you will have to pay in any 4 weekly period for your policy is 1.04% of your balance of your account.

How do I make a claim? (Section Seven)
If you need to make a claim, you must contact the scheme administrator, Castelan Limited. You can call them on 0345 146 1506, write to Customer Care, Alpha House, Sunnyside Road North, Weston-super-Mare, Somerset, BS23 3QY or email protectionclaims@castelangroup.com

Cancellation and Amendment (Section Eight)
You can cancel your policy at any time. However, you may not receive a refund as the premium is paid 4 weekly.

If you are a Studio customer, you can phone 0371 2000378, or email contact@24studio.co.uk.

If you are an Ace customer you can phone 0371 2000379, or email at contact@24ace.co.uk.

Alternatively you can write to Express House, Clayton Business Park, Accrington, BB5 5JY.

Cancelling your policy will not affect your credit rating. Cheaper or more appropriate cover may be available from other providers. For impartial information about insurance please contact the Money Advice Service, which is a free an impartial money advice service set up by government. The website address is www.moneyadviceservice.org.uk and the telephone number is 0800 138 7777. Their lines are open 8am to 8pm Monday to Friday (excluding Bank Holidays) and 9am to 1pm on Saturday.

The insurers' right to change your cover or the price of your insurance
The insurers will give you at least 2 months written notice if it decides, or needs, to change your policy cover or the price of your insurance. The notice of the change will be sent to your last known address, although the insurers may introduce changes immediately and advise you within 30 days of the change having been made if the change is favourable to you.

The insurers will only change your premium and/or the terms and conditions of your policy for the following reasons:

  • to make the terms or conditions of your policy more favourable to you;
  • to make minor changes to your Policy Booklet that do not affect the nature of the cover and benefit provided such as changes to make the policy easier to understand;
  • to reflect changes in the law, in regulation (including any decision of a regulatory body), or to any code of practice or industry guidance affecting the insurers or your policy;
  • to reflect changes to taxation applicable to your policy (including, but not limited to, insurance premium tax);
  • to reflect increases or reductions in the cost (or projected cost) of providing your insurance, including, but not limited to, increases or decreases caused by changes to the number, length, cost or timing of claims which the insurer, as part of its pricing policy, has assumed or projected will be made under this insurance;
  • to cover the cost of any changes to the cover/benefits provided under this insurance including, but not limited to, the removal of one or more policy exclusion(s);
  • to cover the cost of changes to the systems, services or technology in support of this insurance.

Once the insurer has made an alteration no further changes will be made to the terms and conditions or the premium for your policy for at least 6 months, unless the insurer is obliged to do so by law, regulation and any code of practice or industry guidance. Upon receiving notice of any changes or proposed changes, you may cancel cover as explained above if you are unhappy with the change or proposed change.

What should I do if I have a complaint? (Section Nine)
The insurers aim to provide you with a high quality service at all times, although they do appreciate that there may be instances where you feel it is necessary to lodge a complaint. If you do wish to complain, please note the 3 steps below, along with the relevant contact details for each step.

Please take special note however that if your complaint is about Sections 2, 3 or 4 of this Policy Booklet and you wish to direct your complaint directly to Lloyd's in the first instance, you may do so by using the contact information referenced in Step 2 below.

Step 1:
In the first instance, if your complaint is about the sale of your policy, please direct it to:
Express Gifts Limited, Express House, Clayton Business Park, Accrington, Lancashire, BB5 5JY Tel: 0371 376 9961

If you are a Studio customer, you can email us at CustomerRelations@24studio.co.uk
If you are an Ace customer you can email at CustomerRelations@24ace.co.uk.

If you wish to make a complaint about any other aspect of your policy (including the 4 weekly premium), or about a claims matter, please contact the scheme administrator:
Customer Care Team, Castelan Limited, Alpha House, Sunnyside Road North, Weston-super-Mare, North Somerset BS23 3QY Tel: 0345 146 1506 Email: protectionclaims@castelangroup.com

Step 2:
If your complaint is about section 2, 3 or 4 of your policy and you are dissatisfied with the outcome of your complaint from the scheme administrator, your legal rights are not affected, and you may refer Your complaint to Lloyd's. Lloyd's contact information is:

Complaints at Lloyd's, Lloyd's, Fidentia House, Walter Burke Way, Chatham Maritime, Kent, ME4 4RN.
Email: complaints@lloyds.com, Telephone: +44 (0)20 7327 5693, Fax: +44 (0)20 7327 5225

Details of Lloyd's complaints procedure are set out in a leaflet "Your Complaint - How We Can Help" available at http://www.lloyds.com/complaints and are also available from the above address.

If your complaint is about section 5 of your policy and you are dissatisfied with the outcome of your complaint from the scheme administrator, Your legal rights are not affected, and you may refer your complaint to:

Maiden Life Försäkrings AB, c/o Maiden Global Holdings Ltd., Albion House, The Valley Centre, Gordon Road, High Wycombe, Bucks, HP13 6EQ.
Email: customer.relations@maideniis.com, Telephone: +44 (0) 1494 687 557.

Step 3:
If you remain dissatisfied after following the steps above, you may have the right to refer your complaint to the Financial Ombudsman Service. The Financial Ombudsman Service is an independent service in the UK for settling disputes between consumers and businesses providing financial services. The contact information is:

Financial Ombudsman Service, Exchange Tower, London, E14 9SR.

Tel: 0800 0234 567 (calls to this number are free on mobile phones and landlines).

Tel: 0300 1239 123 (calls to this number cost no more than calls to 01 and 02 numbers).

Email: complaint.info@financial-ombudsman.org.uk, Website: www.financial-ombudsman.org.uk

Alternatively, if you purchased your insurance online, please note that you can, if you wish, also submit your complaint via the Online Dispute Resolution (ODR) Platform set up by the European Commission. This service has been set up to help residents in the European Union (EU), who have bought goods or services online, get their complaint resolved. you can access the ODR Platform by clicking on the following link: http://ec.europa.eu/consumers/odr/

This does not affect your right to submit your complaint following the process above. Please note that under current rules, the European Commission will ultimately redirect your complaint to the Financial Ombudsman Service (FOS).

Financial Services Compensation Scheme (in respect of Lloyd's Syndicate 4444)
The insurer is covered by the Financial Services Compensation Scheme. You may be entitled to compensation from the scheme if it is unable to meet its obligation to you under this contract.

Further information can be obtained from the Financial Services Compensation Scheme, 10th Floor, Beaufort House, 15 St. Botolph Street, London, EC3A 7QU. Tel: 0800 678 1100 (Freephone) or 020 7741 4100. Website: www.fscs.org.uk

The insurers
Sections 2, 3 and 4 of this insurance are underwritten by Lloyd's Syndicate 4444 which is managed by Canopius Managing Agents Limited. Registered Office: Canopius Managing Agents Limited, Gallery 9, One Lime Street, London, EC3M 7HA. Registered in England no. 01514453. Canopius Managing Agents Limited is authorised by the Prudential Regulation Authority and regulated by the Financial Conduct Authority and the Prudential Regulation Authority. Firm Reference: 204847.

Section 5 of this insurance is underwritten by Maiden Life which is a wholly owned subsidiary of Maiden Holdings, Ltd. Maiden Life is authorised and regulated by Finansinspektionen, the Swedish Financial Services Regulator.

Payment Protection Plus insurance Policy Booklet

What you'll find in this Policy Booklet

Section Number What It Tells you
One An introduction to your Payment Protection Plus
Two Disability (accident and illness) insurance
Three unemployment insurance
Four Hospitalisation insurance
Five Life insurance
Six General exclusions
Seven How to make a claim
Eight Cancelling or Amending your policy
Nine Cancelling or amending your policy
Ten Customer service and complaints
Eleven Policy definitions

Section One
An introduction to your Payment Protection Plus insurance policy.

Welcome to your Payment Protection Plus insurance policy. This Policy Booklet explains all of the terms and conditions of this insurance.

This policy is designed to help protect your account repayments. You will be covered for 4 weeks from the policy start date and then for each further consecutive 4 week period for which the insurers accept a premium from you.

Sections 2, 3 and 4 of this insurance are underwritten by Lloyd's Syndicate 4444 which is managed by Canopius Managing Agents Limited.

Section 5 of this insurance is underwritten by Maiden Life which is a wholly owned subsidiary of Maiden Holdings, Ltd.

What the policy provides
This insurance provides cover depending on your age and work status at the time of a claim. It can provide cover if you die, if you become unable to work due to accident or illness (this is called "disability"), if you become unemployed through no fault of your own (including if you give up work to become a carer), or if you need to go into hospital as an inpatient. However, you are only covered if you meet all of the conditions of this insurance and have agreed to pay the premium referenced in your Schedule.

Please note that the benefits paid by this insurance may, in some cases, affect your entitlement to certain state benefits. If you make a claim under this policy and also apply for any means tested state benefit, the Department for Work and Pensions may treat some of your claim payment as income when calculating your benefit entitlement.

Qualifying conditions and benefit limits

Cover Option Qualifying Conditions Benefit Limit
Disability
(Section Two)
You must be 18 or over and under 65 years of age and a doctor must certify that you are totally unable to carry out the duties of your normal job for at least 14 consecutive calendar days. The insurer will pay 25% of your account balance at the claim date after the 14 day waiting period has passed, a further 25% of your account balance 30 days after making this payment and the remaining 50% 30 days after that.

The insurer will also pay £100 per month towards your household groceries (for a maximum of three months).
Unemployment
(Section Three)
You must be 18 or over and under 65 years of age and become unemployed for at least 14 consecutive calendar days through no fault of Your own. This benefit also applies if you give up work to become a carer.

If you become unemployed, you must register with Jobcentre Plus and provide a copy of your Jobseeker's Agreement.

If you become a carer, you must provide an Award Notice and be a registered carer with HM Revenue & Customs.

Unemployment cover varies depending on the type of employment contract you had when you became unemployed, that is whether you held a permanent contract, a fixed-term contract or were selfemployed.

For example, if you are self-employed you must:
- have permanently ceased trading because you could not find enough work to meet your day to day business and living expenses, and
- have declared the above to HM Revenue & Customs,
- and provide the scheme administrator with a copy of your signed Jobseeker’s Agreement and ongoing proof that you are registered as unemployed with Jobcentre Plus, or provide suitable alternative proof of unemployment.

For full terms, refer to section 3.
The insurer will pay 25% of your account balance at the claim date after the 14 day waiting period has passed, a further 25% of your account balance 30 days after making this payment and the remaining 50% 30 days after that.

The insurer will also pay £100 per month towards your household groceries (for a maximum of three months).
Hospitalisation
(Section Four)
You must be 18 or over and stay in hospital for at least 3 days in a row.

your hospitalisation must be certified by a doctor.
The insurer will pay 25% of your account balance at the claim date after the 3 day waiting period has passed, a further 25% of your account balance 4 days after making this payment and the remaining 50% 14 days after that.

The insurer will also make a maximum of three payments of £100 in line with the above payments. This is to help towards the cost of your household groceries.
Life
(Section Five)
You must be 18 or over and under 75 years of age and either have a balance on your account at the time of your death or have settled your account balance in full up to 30 days before your death. The maximum payment towards your account balance is £10,000

The insurer will also pay £1,500 towards your funeral expenses, or a £5,000 lump sum payment if your death was the result of a bodily injury sustained in an accident.

Who to talk to about your policy and how to make a claim
Castelan Limited is the scheme administrator who will be there to help you throughout the lifetime of your policy, answer any questions you might have about your policy, issue your insurance documents and deal with your claim. you can contact Castelan Limited at Alpha House, Sunnyside Road North, Weston-super-Mare, Somerset, BS23 3QY. Telephone: 0345 146 1506. Email: protectionclaims@castelangroup.com.

Understanding the cover
Certain words and phrases in this Policy Booklet will have the same meaning wherever they appear. To make them easier to recognise when they are being used, they will be shown in italics. They will help you to understand the cover and you can find them all listed and explained in Section Eleven – Policy definitions.

All insurance documentation and communication with you about this policy, whether written or spoken, will be in English. Please contact the scheme administrator if you need any documents to be made available in braille and/or large print and/or in audio format.

Certification of Cover
(in respect of the cover provided by Lloyd's Syndicate 4444)

This Policy Booklet and your Schedule are your insurance documents and together they make up the contract between you and the insurer. It is important that you read this Policy Booklet carefully along with your Schedule so you can be sure of the cover provided and to check that it meets your needs.

This Policy Document and your Schedule are issued to you by Castelan Limited in its capacity as the insurer's agent under contract reference B0554CLN2015. In exchange for your agreement to pay the premium referenced in your Schedule, you are insured in accordance with the terms & conditions contained in these documents (and any amendments made to them) for the duration of your policy.

Martin Napper

Signed by Martin Napper

Authorised signatory of Castelan Limited

When cover begins
Your cover will begin on the date shown on your Schedule.

If you move abroad
Please tell the scheme administrator if you move abroad or work abroad after the policy start date, as you are only eligible for this insurance if you are a permanent resident of the United Kingdom.

Fraudulent Claims or misleading information
The insurers take a robust approach to fraud prevention in order to keep premium rates down so that you do not have to pay for other people's dishonesty. If any claim under this insurance is fraudulent, deliberately exaggerated or is intended to mislead, or if any deliberately misleading or fraudulent means are used by you or anyone acting on your behalf to obtain benefit under this insurance, your right to any benefit under this insurance will end, your policy will be cancelled without any premium refund and the insurer will be entitled to recover any benefit paid and costs incurred as a result of any such fraudulent or deliberately misleading claim. The insurer may also inform the police.

To help prevent fraudulent claims, insurers sometimes share information. Details about your insurance application and any claim you may make may be exchanged between insurers.

Other insurances
If, at the claim date, you hold any other similar insurance covering your account payments, the insurers will deduct the amount of any payment due from the other insurance from a claim payment.

Section Two
Disability insurance (accident and illness)

What is meant by "disability"
For the purpose of this insurance, disability (or disabled), means being unfit to work because of an accident or illness.

For a claim to be valid, a doctor must issue you with official confirmation that you are totally unable to carry out the duties of your normal job. your disability must begin after the start date shown in your Schedule and you cannot claim for disability when you are receiving payment for any work you do (other than sick pay from your normal job).

If you become disabled during the period of cover, the insurer will pay 25% of your account balance at the claim date once you have been unable to work for 14 calendar days (the waiting period). They will pay a further 25% of your account balance 30 days after making this payment (if you are still unable to work), with the remaining 50% of your account balance being settled after a further 30 day period (if you are still unable to work). you will qualify for these payments until the earliest of the following:

  • the date on which you cease to be disabled or fail to provide proof that you are disabled;
  • the date on which you return to work;
  • the date that the balance owed on your account on the date you became disabled (except any payments you have missed) has been paid in full;
  • the date of your 65th birthday. However, where you have a valid claim in progress on this date, or if an event has occurred prior to this date which leads to a valid claim, the insurer will accept and/or continue to pay your claim until it would otherwise have ended under the terms and conditions of your policy;
  • the date that you retire and have no intention of working again.

The scheme administrator will make any payments directly to your Ace or Studio account.

Please note that where your doctor has confirmed that you are permanently disabled, the balance on your account at the claim date will be paid as a lump sum and your policy will end. The amount of any outstanding premium payments due will be deducted from the lump sum.

The scheme administrator will regard the first day of disability as the date from which a doctor certifies you as unable to work.

Additional benefit
In addition to the above, the insurer will pay an additional benefit of £100 per month (for a maximum of three months) to help with the cost of your household groceries while you are suffering a disability and receiving the benefits described above. This payment will be made directly to you.

The first payment will be made following the waiting period and subsequent payments (where applicable) will be made at 30 day intervals following the first payment.

Does disability cover still apply if I go back to my job on temporarily reduced hours?
Yes. The insurer wants to help you on your way back to full-time employment, so your claim will continue and benefit will continue to be paid, provided that:

  1. you have already received at least one benefit payment for your disability claim; and
  2. your doctor continues to issue official certification confirming that you are totally unable to carry out the duties of your normal job on a full time basis and confirms the reduced number of hours (or days) that have been agreed. This must be no more than 75% of your normal working hours; and
  3. your reduced hours (or days) do not become permanent.

Will I be able to claim for medical conditions I already have?
Yes. Pre-existing medical conditions are not excluded.

If your claim changes
If you are insured for both disability and unemployment and the reason why you are claiming changes from disability to unemployment, this will not be treated as a new claim but will be treated as a continuation of the original claim. The maximum claim amount will apply to the claim as a whole.

Making further claims
If you need to make another disability claim, you must have worked for at least 90 days in a row between your last disability claim and the next one. If two periods of disability are separated by less than 30 days, the insurer will treat this as one continuous claim and no claim waiting period will apply. However, the insurer will not pay for any time you were working between these periods.

Section Three
Unemployment Insurance
This section will only apply if stated on your quotation for payment protection insurance.

What is meant by "unemployment"
Unemployment (or unemployed) means being without paid work through no fault of your own. The benefits available for unemployment also apply if you give up work to become a carer.

If you become unemployed after being self-employed, in addition to the above you must also have permanently ceased to trade (as confirmed by your accountant and HM Revenue & Customs).

Benefit is not payable for any period for which you are entitled to payment in lieu of notice. This applies whether or not you have registered as unemployed before the date your notice period ends.

unemployment cover varies depending on the type of employment contract you had when you became unemployed, that is whether you held a permanent contract, a fixed-term contract or were self-employed.

1. If you held a Permanent contract
you are covered if you lost your job because of compulsory redundancy or dismissal, as long as it was not for misconduct.

2. If you held a Fixed-term contract
(a) you are covered if your employer ends your contract early and does not renew it again, as long as your employer had originally intended the contract to be renewable and either:

  • You had an annual contract and it had already been renewed at least once; or
  • You had worked for that employer for at least two continuous years or were previously employed by them under a permanent contract; or
  • You had worked for that employer on a contract of at least six months and it had been renewed at least twice.

(b) If your contract and work record with your employer are not as described in (a) above, you are covered only if your employer ends your contract early (not if they did not renew it when it reached its end date). Please note that benefit will not be paid after the normal end date of your contract.

3. If you were self-employed
If you were self-employed, three specific conditions apply. you need to:

  • have ceased trading because you could not find enough work to meet your day to day business and living expenses, and
  • have declared the above to HM Revenue & Customs, and
  • provide the scheme administrator with a copy of your signed Jobseeker's Agreement and ongoing proof that you are registered as unemployed with Jobcentre Plus, or provide suitable alternative proof of unemployment.

All other terms, conditions and exclusions of this policy will apply in addition to any specific conditions explained above.

Payment of Benefit
If you become unemployed during the period of cover, the insurer will pay 25% of your account balance at the claim date once you have been unemployed for 14 calendar days (the waiting period). They will pay a further 25% of your account balance after a further 30 days of unemployment, with the remaining 50% of your account balance being settled after a further 30 days of unemployment. you will qualify for these payments until the earliest of the following:

  • the date on which you return to work;
  • the date that the balance owed on your account on the date you became unemployed (except any payments you have missed) has been paid in full;
  • the date of your 65th birthday. However, where you have a valid claim in progress on this date, or if an event has occurred prior to this date which leads to a valid claim, the insurer will accept and/or continue to pay your claim until it would otherwise have ended under the terms and conditions of your policy;
  • the date that you retire and have no intention of working again; or
  • the date that you no longer have a Jobseeker's Agreement or if you are a carer, the date that you no longer have a valid Award Notice.

The scheme administrator will make any payments directly to your Ace or Studio account.

Additional benefit
In addition to the above, the insurer will pay an additional amount of £100 per month (for a maximum of three months) to help with the cost of your household groceries while you are unemployed or have given up work to become a carer and receiving the benefits described above.

This payment will be made directly to you.

The first payment will be made following the waiting period and subsequent payments (where applicable) will be made at 30 day intervals following the first payment.

How the policy pays out for unemployment claims
Claim Date

The claim date means the date that your claim starts. It is the date that you first register with Jobcentre Plus in the United Kingdom (or any other office acceptable to the insurer) as unemployed.

If your unemployment claim is because you have given up work to become a carer, the claim date is the effective date shown on your Award Notice from the Department for Work and Pensions.

If your claim changes
If you are insured for both unemployment and disability and the reason why you are claiming changes from unemployment to disability, this will not be treated as a new claim but will be treated as a continuation of the original claim. The maximum claim amount will apply to the claim as a whole.

Making further claims
If you need to make another unemployment claim, you must have worked for at least 180 days in a row between your last unemployment claim and the next one. If two periods of unemployment are separated by less than 90 days, the insurer will treat this as one continuous claim and no claim waiting period will apply, however, the insurer will not pay for any time that you were working between these periods.

Temporary earnings during an unemployment claim
If during an unemployment claim you have the opportunity of temporary employment, the insurer can simply suspend your claim and will let you know how long your claim will be suspended for. Please keep the scheme administrator informed so that you can take full advantage of this insurance.

Government supported training
You can undertake government supported training during an unemployment claim without the claim being affected, provided that you still have a Jobseeker's Agreement and can provide evidence that you are still actively seeking work.

Section Four
Hospitalisation Insurance

What is meant by "hospitalisation"
Hospitalisation means being admitted to a hospital on the advice of a doctor as a result of physical injury or illness.

If you are hospitalised during the period of cover, the insurer will pay 25% of your account balance at the claim date once you have been in hospital for 3 days (the waiting period). They will pay a further 25% of your account balance after a further 4 days in hospital and the remaining 50% of your account balance after a further 14 days in hospital. you will qualify for these payments until the date on which you leave hospital or fail to provide proof that you are hospitalised.

The scheme administrator will make any payments directly to your Ace or Studio account.

The scheme administrator will regard the first day of hospitalisation as the date from which a doctor certifies you as being hospitalised.

Additional benefit
In addition to the above, the insurer will make up to three additional payments of £100 each to help with the cost of your household groceries while you are hospitalised and receiving the benefits described above. The first payment will be made once you have been in hospital for 3 days. The second payment will be made if you spend a further 4 days in hospital and the final payment will be made once you have been in hospital for a total of 21 days. This payment will be made directly to you.

Will I be able to claim for medical conditions I already have?
Yes. Pre-existing medical conditions are not excluded.

Making further claims
you need to make another hospitalisation claim, you must have worked for at least 180 days in a row between your last hospitalisation claim and the next one. If two periods of hospitalisation are separated by less than 90 days, the insurer will treat this as one continuous claim and no claim waiting period will apply.

Section Five
Life Insurance

This section will only apply if there is a balance on your account at the time of your death or the account was paid in full up to 30 days prior to your death.

If you die before the age of 75, the insurer will pay the balance on your Ace or Studio account at the date of your death (except any payments you have missed), up to £10,000.

In addition to this payment, the insurer will also pay £1,500 towards your funeral expenses, which is increased to a £5,000 lump sum payment in the event of your death resulting from bodily injury sustained in an accident.

All payments which result from your death will be made to your estate.

Section Six
General Exclusions

This insurance does not cover any claim directly or indirectly caused by, contributed to or resulting from any of the following:

  • War or acts of terrorism.
  • Your engaging in active war.
  • Nuclear risks.

Section Seven
How to make a claim

Step 1 – how to notify your claim
Please contact the scheme administrator on 0345 146 1506 to report your claim and request a claim form. Alternatively, you can email protectionclaims@castelangroup.com or write to Customer Care, Alpha House, Sunnyside Road North, Weston-super-Mare, Somerset, BS23 3QY.

The claim form includes helpful information about any other documents you need to send in and what you should do during your claim. Please read the notes carefully as they will help your claim to be handled fairly and promptly. If you need any help to fill in the claim form, please talk to the scheme administrator.

Step two – after your claim is notified
Fill in the claim form and return it to the scheme administrators as soon as possible, they will then handle your claim directly with you.

Step three – the claims procedure
The information which follows is a guide to help you understand what you need to do during your claim and any documentation which you may need to provide.

It is important to follow the correct procedure and any instructions or advice you are given by the scheme administrator as it will help your claim run smoothly. If you do not follow the correct procedure or any instructions or advice you are given, your claim may be delayed or remain unpaid.

Important – costs you have in providing proof as part of your claim.
The cost of providing proof of your claim is your responsibility.
For life claims, your personal representative should act for your estate.

Disability Claims

What you need to do to make a disability claim
1. See a doctor.
2. Contact the scheme administrator within 30 days of seeing a doctor and ask for a claim form.
3. Complete the claim form and return it to the scheme administrator.
4. Throughout your claim you need to show that you are certified by a doctor as unfit for work. The scheme administrator will send you a continuation claim form each month which includes a declaration that you have not worked between claim payments.

What documents you may need to produce
1. A completed claim form.
2. Official certification from your doctor that you are totally unable to carry out the duties of your normal job for the period you are claiming.
3. A continuation claim form.

Unemployment Claims

What you need to do to make an unemployment claim
1. Register with Jobcentre Plus in the United Kingdom as unemployed or with the Department for Work and Pensions as a carer. If you are unemployed you must have a Job Seeker's Agreement and be receiving any unemployment benefit or National Insurance Credits you are entitled to. If you have given up work to become a carer, you need to be receiving Carer's Allowance.
2. Contact the scheme administrator within 30 days of registering with Jobcentre Plus or the Department for Work and Pensions and ask for a claim form.
3. Complete the claim form and return it to the scheme administrator.
4. Throughout your claim you need to show that you are still unemployed and looking for new work, unless you have given up work to become a carer, in which case you need to show that you are still in receipt of Carer's Allowance. The scheme administrator will send you a continuation claim form each month.

What documents you may need to produce
1. A completed claim form.
2. A Job Seeker's Agreement if you are unemployed or an Award Notice in respect of Carer's Allowance, your redundancy notice/severance letter and your P45.
3. A continuation claim form.
4. Confirmation from Jobcentre Plus that you are still registered as unemployed and any other evidence required by the scheme administrator to show that you are looking for new work, or confirmation from the Department for Work and Pensions that you are still a carer.
5. If you were self-employed, you will need to show that you have permanently ceased trading because you could not find enough work to meet all your reasonable business and living expenses and be able to show that HM Revenue & Customs is aware that you have ceased trading.
6. Any other evidence required by the scheme administrator to show that you are still looking for new work.

What you need to do to make a hospitalisation claim
1. A doctor must confirm your period of hospitalisation.
2. Contact the scheme administrator within 30 days of being hospitalised (where possible) and ask for a claim form.
3. Complete the claim form and return it to the scheme administrator.
4. Throughout your claim you need to show that you are certified by a doctor as being hospitalised. The scheme administrator will send you a continuation claim form each month.

What documents you may need to produce
1. A completed claim form.
2. Medical certificates for the period you are claiming.
3. A continuation claim form.

Like Claims

What needs to be done to make a life claim
1. your personal representative should contact the scheme administrator within 90 days of your death and ask for a claim form.
2. The completed claim form should be returned to the scheme administrator.

What documents you may need to produce
1. A completed claim form.
2. A copy of the original death certificate.

Section Eight
Cancelling or amending your policy

Cancellation

Automatic cancellation
Your cover will end automatically on the earliest of the following:

  • for unemployment and disability cover, the date of your 65th birthday. However, where you have a valid claim in progress on this date, or if an event has occurred prior to this date which leads to a valid claim, the insurer will accept and/or continue to pay your claim until it would otherwise have ended under the terms and conditions of your policy;
  • for life cover, the date of your 75th birthday;
  • the date that your account with Express Gifts is closed (by you or Express Gifts); or
  • the date that your policy is cancelled.

Cancellation by you
You can cancel the cover at any time. However, you may not receive a refund as the premium is paid 4 weekly.

If you are a Studio customer, you can phone 0371 2000378, or email contact@24studio.co.uk.

If you are an Ace customer you can phone 0371 2000379, or email at contact@24ace.co.uk.

Alternatively you can write to Express House, Clayton Business Park, Accrington, BB5 5JY.

Cancelling your policy will not affect your credit rating. Cheaper or more appropriate cover may be available from other providers. For impartial information about insurance please contact the Money Advice Service, which is a free and impartial money advice service set up by government. The website address is www.moneyadviceservice.org.uk and the telephone number is 0800 138 7777. Their lines are open 8am to 8pm Monday to Friday (excluding Bank Holidays) and 9am to 1pm on Saturday.

Cancellation or amendment by the insurers
The insurers cannot change the terms and conditions, including the price of this insurance during the current period of cover.

The insurers may terminate cover under this insurance by giving you at least 3 months written notice at your last known address. They may do this if you fail to provide information when asked or they have a reasonable suspicion of fraud. If a substitute Payment Protection Insurance scheme is being offered in place of this policy, 2 months written notice of termination or substitution will be given. If the insurers cancel cover under your policy no further premium will be payable by you and you will continue to receive any benefits for a valid claim if your claim date was before the date this policy was cancelled.

Amendments

Change of circumstances
The insurers recommend that you review your personal circumstances from time to time to make sure that this insurance is still suitable for you and that you would still be able to claim. If there is a change in your personal circumstances, you can contact the scheme administrator on 0345 146 1506 to discuss this further.

The insurer's right to change your cover or the price of your insurance
The insurers will give you at least 2 months written notice if it decides, or needs, to change your policy cover or the price of your insurance. The notice of the change will be sent to your last known address, although the insurers may introduce changes immediately and advise you within 30 days of the change having been made if the change is favourable to you.

The insurers will only change your premium and/or the terms and conditions of your policy for the following reasons:

  • to make the terms or conditions of your policy more favourable to you;
  • to make minor changes to your Policy Booklet that do not affect the nature of the cover and benefit provided such as changes to make the policy easier to understand;
  • to reflect changes in the law, in regulation (including any decision of a regulatory body), or to any code of practice or industry guidance affecting the insurers or your policy;
  • to reflect changes to taxation applicable to your policy (including, but not limited to, insurance premium tax);
  • to reflect increases or reductions in the cost (or projected cost) of providing Your insurance, including, but not limited to, increases or decreases caused by changes to the number, length, cost or timing of claims which the insurer, as part of its pricing policy, has assumed or projected will be made under this insurance;
  • to cover the cost of any changes to the cover/benefits provided under this insurance including, but not limited to, the removal of one or more policy exclusion(s);
  • to cover the cost of changes to the systems, services or technology in support of this insurance.

Once the insurer has made an alteration no further changes will be made to the terms and conditions or the premium for your policy for at least 6 months, unless the insurer is obliged to do so by law, regulation and any code of practice or industry guidance.

Upon receiving notice of any changes or proposed changes, you may cancel cover as explained above if you are unhappy with the change or proposed change.

Section Nine
Customer service and complaints

The insurers aim to provide you with a high quality service at all times, although they do appreciate that there may be instances where you feel it is necessary to lodge a complaint.

If you do wish to complain, please note the 3 steps below, along with the relevant contact details for each step.

Please take special note however that if your complaint is about Sections 2, 3 or 4 of this Policy Booklet and you wish to direct your complaint directly to Lloyd's in the first instance, you may do so by using the contact information referenced in Step 2 below.

Step 1:
In the first instance, if your complaint is about the sale of your policy, please direct it to:
Express Gifts Limited, Express House, Clayton Business Park, Accrington, Lancashire, BB5 5JY Tel: 0371 3769961

If you are a Studio customer, you can email us at CustomerRelations@24studio.co.uk
If you are an Ace customer you can email at CustomerRelations@24ace.co.uk.

If you wish to make a complaint about any other aspect of your policy (including the 4 weekly premium), or about a claims matter, please contact the scheme administrator:

Customer Care Team, Castelan Limited, Alpha House, Sunnyside Road North, Weston-super-Mare, North Somerset BS23 3QY.
Tel: 0345 146 1506. Email: protectionclaims@castelangroup.com

Step 2:
If your complaint is about section 2, 3 or 4 of your policy and you are dissatisfied with the outcome of your complaint from the scheme administrator, your legal rights are not affected, and you may refer your complaint to Lloyd's. Lloyd's contact information is:

Complaints at Lloyd's, Lloyd's, Fidentia House, Walter Burke Way, Chatham Maritime, Kent, ME4 4RN.
Email: complaints@lloyds.com. Tel: +44 (0)20 7327 5693. Fax: +44 (0)20 7327 5225.

Details of Lloyd's complaints procedure are set out in a leaflet "your Complaint - How We Can Help" available at http://www.lloyds.com/complaints and are also available from the above address. If your complaint is about section 5 of your policy and you are dissatisfied with the outcome of your complaint from the scheme administrator, your legal rights are not affected, and you may refer your complaint to:

Maiden Life Försäkrings AB, c/o Maiden Global Holdings Ltd., Albion House, The Valley Centre, Gordon Road, High Wycombe, Bucks, HP13 6EQ. Email: customer.relations@maideniis.com. Tel: +44 (0) 1494 687 557.

Step 3:
If you remain dissatisfied after following the steps above, you may have the right to refer your complaint to the Financial Ombudsman Service. The Financial Ombudsman Service is an independent service in the UK for settling disputes between consumers and businesses providing financial services. The contact information is:

Financial Ombudsman Service, Exchange Tower, London, E14 9SR. Tel: 0800 0234 567 (calls to this number are free on mobile phones and landlines).
Tel: 0300 1239 123 (calls to this number cost no more than calls to 01 and 02 numbers).
Email: complaint.info@financial-ombudsman.org.uk Website: www.financial-ombudsman.org.uk

Alternatively, if you purchased your insurance online, please note that you can, if you wish, also submit your complaint via the Online Dispute Resolution (ODR) Platform set up by the European Commission. This service has been set up to help residents in the European Union (EU), who have bought goods or services online, get their complaint resolved. you can access the ODR Platform by visiting their website; http://ec.europa.eu/consumers/odr/

This does not affect your right to submit your complaint following the process above. Please note that under current rules, the European Commission will ultimately redirect your complaint to the Financial Ombudsman Service (FOS).

Section Ten
Legal, regulatory and other information

Financial Services Compensation Scheme
(in respect of the cover provided by Lloyd's Syndicate 4444)
The insurer is covered by the Financial Services Compensation Scheme. you may be entitled to compensation from the scheme if it is unable to meet its obligation to you under this contract.

Further information can be obtained from the Financial Services Compensation Scheme, 10th Floor, Beaufort House, 15 St. Botolph Street, London, EC3A 7QU. Tel: 0800 678 1100 (Freephone) or 020 7741 4100. Website: www.fscs.org.uk

Data Protection (in respect of the cover provided by Lloyd's Syndicate 4444)
Any information provided by you or regarding you will be processed by the insurer in compliance with the provisions of the Data Protection Act 1998 for the purpose of providing insurance and handling claims. This may necessitate providing such information to third parties.

All phone calls relating to applications and claims may be monitored and recorded and the recordings used for fraud prevention and detection, training and quality control purposes. Subject to the provisions of the Data Protection Act 1998, you are entitled to receive a copy of the information the insurer holds about you. you may be charged a fee for this. Such requests should be made to: The Data Protection Officer, Canopius Managing Agents Limited, Gallery 9, One Lime Street, London, EC3M 7HA

Any information you provide will be used by the insurer and it may also share this information with other group companies.

For more information on the Data Protection Act you may also write to the Office of the Information Commissioner at:

Wycliffe House, Water Lane, Wilmslow, Cheshire, SK9 5AF.
Tel: 0303 123 1113 or 01625 54 57 45 Email: casework@ico.org.uk

Rights of Third Parties
A person who is not a party to this policy has no right under the Contracts (Rights of Third Parties) Act 1999 to enforce any term of this policy but this does not affect any right or remedy of a third party which exists or is available apart from that Act.

For your information, the Contracts (Rights of Third Parties) Act 1999 allows a person who is not a party to a contract to be able to enforce that contract if the contract expressly allows him/her to or if the contract confers a benefit upon him/her. However the Act will not be applied if the parties make it clear in the contract that the third party does not have the right to enforce it. For further guidance please see www.legislation.gov.uk or contact the Citizens Advice Bureau.

Law and Jurisdiction
This policy shall be governed by the laws of England and Wales and subject to the non-exclusive jurisdiction of the courts of England.

Sanctions
The insurer shall not provide any benefit under this contract of insurance to the extent of providing cover, payment of any claim or the provision of any benefit where doing so would breach any sanction, prohibition or restriction imposed by law or regulation.

Several Liability
The liability of an insurer under this contract is several and not joint with other insurers party to this contract. An insurer is liable only for the proportion of liability it has underwritten. An insurer is not jointly liable for the proportion of liability underwritten by any other insurer. Nor is an insurer otherwise responsible for any liability of any other insurer that may underwrite this contract.

The proportion of liability under this contract underwritten by an insurer (or, in the case of a Lloyd's syndicate, the total of the proportions underwritten by all the members of the syndicate taken together) is shown in this contract.

In the case of a Lloyd's syndicate, each member of the syndicate (rather than the syndicate itself) is an insurer. Each member has underwritten a proportion of the total shown for the syndicate (that total itself being the total of the proportions underwritten by all the members of the syndicate taken together). The liability of each member of the syndicate is several and not joint with other members. A member is liable only for that member's proportion. A member is not jointly liable for any other member's proportion. Nor is any member otherwise responsible for any liability of any other insurer that may underwrite this contract. The business address of each member is Lloyd's, One Lime Street, London EC3M 7HA. The identity of each member of a Lloyd's syndicate and their respective proportion may be obtained by writing to Market Services, Lloyd's, at the above address.

Although reference is made at various points in this clause to "this contract" in the singular, where the circumstances so require this should be read as a reference to contracts in the plural.

The Insurers
Sections 2, 3 and 4 of this insurance are underwritten by Lloyd's Syndicate 4444 which is managed by Canopius Managing Agents Limited. Registered Office: Canopius Managing Agents Limited, Gallery 9, One Lime Street, London, EC3M 7HA. Registered in England no. 01514453.

Section 5 of this insurance is underwritten by Maiden Life which is a wholly owned subsidiary of Maiden Holdings, Ltd.

Regulatory Details
Express Gifts is authorised and regulated by the Financial Conduct Authority. Express Gifts Limited is a member of the Finance and Leasing Association (FLA). Firm Reference: 311908.

The scheme administrator is authorised and regulated by the Financial Conduct Authority. Firm Reference: 572287.

Canopius Managing Agents Limited is authorised by the Prudential Regulation Authority and regulated by the Financial Conduct Authority and the Prudential Regulation Authority. Firm Reference: 204847.

Maiden Life is authorised and regulated by Finansinspektionen, the Swedish Financial Services Regulator.

Section Eleven
Policy definitions

The words and phrases listed below have the same meaning wherever they appear in this policy and are shown in italic type.

"Accident/accidental"

A sudden, unexpected and specific event, which is external, violent and visible to the body, which occurs at an identifiable place during the period of insurance and which results in bodily injury.

"Active war"

your active participation in a war where you are deemed under English Law to be under instruction from, or employed by, the armed forces of any country.

"Bodily injury"

Bodily injury resulting solely from external, violent and visible means but excluding sickness or disease or any naturally occurring condition or degenerative process.

"Account"

The agreement between you and Express Gifts under which you must make repayments every four weeks.

"Balance"

The amount outstanding on your account, including any purchases which have been despatched but not yet charged to your account.

"Carer"

A full-time carer in receipt of Carer's Allowance from the Department for Work and Pensions.

"Claim date"

The date that your claim starts:

  • For disability claims it is the date that you are first issued with official certification by a doctor that you are totally unable to carry out the duties of your normal job.
  • For unemployment claims it is the date that you first register with Jobcentre Plus in the United Kingdom (or any other office acceptable to the insurer) as unemployed. If you have given up work to become a carer, it is the effective date shown on your award notice.
  • For hospitalisation it is the date that you were first confined to a hospital on the recommendation of a doctor.
  • For life cover it is the date of your death.

"Compulsory redundancy"

Where you receive written notice from your employer that your permanent contract of employment is being terminated against your wishes because either:

  • Your employer has stopped trading (or soon will do) either totally or just in the place they employed you; or
  • Your employer has decided that the specific job you do for them is (or soon will be) no longer needed.

"Disability/disabled"

Being unfit to work because of an accident or illness. This must be certified by a doctor and leave you totally unable to carry out the duties of your normal job

"Doctor"

A Registered Medical Practitioner in the United Kingdom or any other physician which is acceptable to the insurer.

"Express Gifts"

Studio and Ace catalogues, trading address: Express Gifts Limited, Express House, Clayton Business Park, Accrington, Lancashire, BB5 5JY.

"Fixed-term contract"

A formal, written contract of employment for a specific term.

"Full-time employment"

Working for at least 16 hours a week in the United Kingdom under a contract of employment or as self-employed. you must be receiving a salary or wages and be paying the appropriate class of National Insurance contributions. If you have more than one job, the hours you work for each job will be added together. A period of maternity leave will still count as work.

"Hospital"

An institution which:

  • has permanent full-time facilities caring for patients overnight; and
  • has facilities for the diagnosis and medical and surgical treatment of ill people by medical practitioners; and
  • provides twenty four (24) hour nursing services supervised by Registered General Nurses or nurses with similar recognised qualifications; and
  • is not intended to be a mental institution, nursing home, hospice, convalescent home or residential care home as defined under the

Registered Care Homes Act 1984.

"Hospitalisation/hospitalised"

Being admitted to a hospital on the advice of a doctor as a result of physical injury or illness.

"Insurer"

For sections 2, 3 and 4: Lloyd's Syndicate 4444 which is managed by Canopius Managing Agents Limited.

For section 5: Maiden Life which is a wholly owned subsidiary of Maiden Holdings, Ltd.

"Nuclear risks"

Ionising radiation or contamination by radioactivity from any nuclear fuel or from any nuclear waste from the combustion of nuclear fuel or radioactive toxic explosive or other hazardous properties of any explosive nuclear assembly or nuclear component thereof.

"Payment in lieu of notice"

One of the following:

a) any payment you receive which relates to the notice period your employer should have given under your contract of employment or letter of appointment; or

b) any compensation payment (or part-payment) for the loss of office which is directly or indirectly related to the notice period your employer should have given under your contract of employment or letter of appointment.

"Period of cover"

The 4 week period for which you are covered. Cover begins on the start date

shown on your Schedule and the insurers will renew the policy for each further consecutive 4 weekly period for which they accept a premium.

"Permanent contract"

A formal, written open-ended contract of employment with no specific termination date and which could continue until you retire.

"Schedule"

The document which forms part of your insurance which shows the details of your insurance cover.

"scheme administrator"

Castelan Limited.

"Self-employed"

A sole trader, director or partner or a shareholder of 25% or more in a company which employs you. The insurers will also consider you to be self-employed if you are employed in a company or business where your husband, wife, the person you live with as if you were married, civil partner, parent, child, brother or sister meet any of these conditions.

"Start date"

The date your cover starts as shown on your Schedule.

"Terrorism"

An act including, but not limited to, the use or threat of force and/or violence 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), committed for political, religious, ideological 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.

"Unemployment/unemployed"

Unemployment (or unemployed) means being without paid work through no fault of your own. The benefits available for unemployment also apply if you give up work to become a carer.

If you become unemployed after being self-employed, in addition to the above you must also have permanently ceased to trade

  • because you could not find enough work to meet your day to day business and living expenses; and
  • have declared the above to HM Revenue & Customs; and
  • provide the scheme administrator with a copy of your signed Jobseeker's Agreement and ongoing proof that you are registered as unemployed with Jobcentre Plus, or provide suitable alternative proof of unemployment.

"Waiting period"

The number of consecutive days of disability, unemployment or hospitalisation immediately following the claim date during which no benefit will be payable. For disability and unemployment claims it is 14 days. For hospitalisation claims it is 3 days.

"War"

(a) War, invasion, acts of foreign enemies, hostilities (whether war be declared or not), civil war, rebellion, revolution, insurrection, military or usurped power, riot or civil commotion assuming the proportions of, or amounting to, an uprising, military or usurped power, or

(b) Any act of terrorism, or

(c) Any act of war or terrorism involving the use of, or release of, a threat to use any nuclear weapon or device or chemical or biological agent.

"Work/working/worked"

Receiving payment for working at least 16 hours per week under a permanent contract, a fixed-term contract or as self-employed. A period of maternity leave will still count as work. If you have more than one job, the hours you work for each job will be added together.

"You/Your"

The person named on the account and their partner. This means their legally married spouse or civil partner, or a person who permanently lives with the account holder, and has done for at least 6 months, and the relationship is in the nature of a marriage even though it has not been legally formalised.

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