Mercedes-Benz

First Cover Van Insurance Policy

Customer ServiceIf you have any queries on your policy, or wish to make any amendments to it, please call Customer Services on

0845 606 0637

Mercedes-Benz Van Insurance Claims AssistanceMercedes-Benz Claims Assistance provides a range of benefits and services designed to minimise your inconvenience in the event of a claim. If you need to make a claim, call

0800 051 5319and explain what has happened.

Please note that your cover is only valid for 7 days from the start date. At the expiry of your 7‑day policy you have the option to take advantage of our annual motor insurance policy, if you wish to do this you would be required to pay an annual premium.

For our joint protection telephone calls may be recorded and/or monitored.

ContentsContract of Insurance 4

Definitions 5-6

Section 1 Loss of or damage to your vehicle 6-7

Section 2 Liability to third parties 7-9

Section 3 Injury to you or your partner 9

Section 4 Medical expenses 9

Section 5 Personal belongings 9

Section 6 Tool cover 9-10

Section 7 Emergency treatment 10

Section 8 No Claim Discount 10

Section 9 Foreign use and compulsory insurance requirements 10

Section 10 Replacement locks 10

Section 11 Legal Assistance 10-13

General Exceptions 14

General Conditions 15-16

Complaints Procedure 17

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Use of languageUnless otherwise agreed, the contractual terms and conditions and other information relating to this contract will be in English.

Customers with DisabilitiesThis policy and other associated documentation are also available in large print, audio and Braille. If you require any of these formats please contact us on 0845 606 0638 between 8.30am and 6.00pm Monday to Friday and between 9.00am and 2.00pm on Saturday or write to Daimler Insurance Services UK Limited, Tongwell, Milton Keynes MK15 8BA.

Information and changes we need to know about You must take reasonable care to provide complete and accurate answers to the questions we ask when you take out, make changes to, and renew your policy.

Please tell us immediately if there are any changes to the information set out in the Statement of Demands and Needs, certificate of motor insurance or on your schedule. You must also tell us about the following changes:

• you change your vehicle.

• you modify your vehicle.

• the addition of drivers.

• how you use your vehicle (e.g. change from social domestic and pleasure to business use).

• you wish to increase your cover (e.g. change from third party only to comprehensive).

• you sell your vehicle.

• the address where you normally keep your vehicle.

• if you, or anyone covered by this policy change jobs, including part time.

• you or any driver of your vehicle is convicted of a motoring offence (including fixed penalty offences).

• you or any driver of your vehicle suffers any physical or mental impairment that must be notified to the Driver and Vehicle Licensing Agency (DVLA) or the Driver and Vehicle Licensing Agency Northern Ireland (DVLANI).

If you are in any doubt, please contact us.

When you inform us of a change, we will tell you if this affects your policy, for example whether we are able to accept the change and if so, whether the

The contract of insurance This policy is a contract of insurance between you and us. You enter into a contract with us when you agree to take out the policy on the terms and conditions we have offered. It is your responsibility to ensure that all persons insured are aware of the terms of this policy.

The following elements form the contract of insurance; please read them and keep them safe:

• policy booklet.

• information contained on your Statement of Demands and Needs document as issued by us and in your application form.

• schedule.

• any clauses endorsed on this policy, as set out in your schedule.

• certificate of motor insurance.

We will provide the cover shown in your schedule under the terms and conditions of this policy booklet during the period of insurance. Any changes agreed during the period of insurance will be treated as a continuation of the contract of insurance.

Our provision of insurance under this policy is conditional upon all persons who seek to benefit under this policy observing and fulfilling the terms, provisions, conditions and clauses of this policy.

Choice of lawThe law of England and Wales will apply to this contract unless:

1. you and the insurer agree otherwise; or

2. at the date of the contract you are a resident of (or, in the case of a business, the registered office or principal place of business is situated in) Scotland, Northern Ireland, Channel Islands or the Isle of Man, in which case (in the absence of agreement to the contrary) the law of that country will apply.

Contract of Insurance

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minimum insurance cover needed by law to drive in those countries.

Market value The cost of replacing your vehicle with one of the same make, model, specification and condition.

Period of insurance The period of time covered by this policy, as shown in the schedule, and any other period that we agree to insure you for.

Personal belongings Personal property within your vehicle. This includes portable audio equipment, multi media equipment, communication equipment, personal computers, cameras, satellite navigation and radar detection systems not permanently fitted to your vehicle.

RAC RAC Motoring Services RAC House, Brockhurst Crescent, Walsall, West Midlands WS5 4AW.

Road Traffic Acts Any Acts, Laws or Regulations which govern the driving or use of any motor vehicle in Great Britain, Northern Ireland, the Isle of Man and the Channel Islands.

Schedule The document which gives details of the cover you have.

Territorial limits Great Britain, Northern Ireland, the Republic of Ireland, the Isle of Man and the Channel Islands.

Terrorism: 1. Any act or acts including but not limited to:

i. The use or threat of force and/or violence; and/or

ii. Harm or damage to life or to property (or the threat of such harm or damage) including, but not limited to, harm or damage by nuclear and/or chemical and/or biological and/or radiological means;

caused or occasioned by any person(s) or group(s) of persons, or so claimed in whole or in part, for political, religious, ideological or similar purposes.

2. Any action taken in controlling, preventing, suppressing or in any way relating to 1. above.

Theft Theft or attempted theft, or taking your vehicle without your permission.

Trailer Any drawbar trailer or semi-trailer.

We, Us Aviva Insurance Limited, except where otherwise shown for any part of this policy.

You, Your, Policyholder The policyholder named in your schedule.

change will result in revised terms and/or premium being applied to your policy.

If the information provided by you is not complete and accurate:

• we may cancel your policy and refuse to pay any claim, or

• we may not pay any claim in full, or

• we may revise the premium and/or change the compulsory excess, or

• the extent of the cover may be affected.

Cancellation rightsThere are no statutory cancellation rights under this policy.

Definitions To save lengthy repetition, wherever the following words or phrases appear in bold in this policy, they will have the following meanings unless otherwise shown for any policy section:

Accessories Parts of your vehicle which are not directly related to how it works as a vehicle. This includes audio equipment, multi-media equipment, communication equipment, personal computers, cameras, satellite navigation and radar detection systems providing they are permanently fitted to your vehicle and have no independent power source.

Certificate of motor insurance The current document that proves you have the motor insurance you need by law. This includes your 7 days’ motor insurance cover note. It shows who can drive your vehicle and what you can use it for. It is proof that you can use your vehicle on a road or other public place, as required by the Road Traffic Acts. The certificate does not show the cover you have.

Clause An extra or alternative wording which changes the terms of your policy. The clauses which apply are shown in your schedule.

Excess, Excesses The amount of any claim you will have to pay if your vehicle is lost, stolen or damaged (the amount applies to each individual vehicle).

Fire Fire, self-ignition, lightning and explosion.

Green Card A document that you will need in certain countries which are not members of the European Union to prove that you have the

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The most we will pay will be the market value of your vehicle at the time of the loss, but not more than your estimate of value shown in our records.

If we know that you are still paying for your vehicle under a hire-purchase or leasing agreement, we will make any payment due to the owner described in that agreement. Our liability under this policy will then end.

If your vehicle cannot be driven due to loss or damage insured under this policy, we will pay the reasonable cost of delivering it to you at your address in Great Britain, Northern Ireland, the Isle of Man or the Channel Islands after it has been repaired.

Accident RecoveryIn Great Britain, Northern Ireland, the Channel Islands and the Isle of Man, we can arrange for the RAC to take your vehicle to the nearest repairers. If you are involved in an accident, call Mercedes-Benz Claims Assistance, and the RAC will arrange for the following at no extra cost:

• someone to come out and help. If your vehicle cannot be made roadworthy immediately, it will be taken to our nearest approved repairer. Your vehicle can be taken to a repairer of your choice, if this is nearer, but this may lead to delays in arranging the repairs to your vehicle. This rescue service also applies if you have an accident in the Republic of Ireland (call 1800 535005).

• passing a message on to someone on behalf of any driver.

In providing recovery assistance after an accident, RAC employees and contractors will use reasonable care and skill when providing the service. The RAC can, however, cancel services or refuse to provide them if, in their opinion, your demands are unreasonable or impractical.

New vehicle replacementWe will replace your vehicle with a new vehicle of the same make and specification (if one is available) if, within six months of you or your partner buying it new:

• any repair cost or damage in respect of any one claim covered by the policy is more than 60% of its United Kingdom list price (including vehicle tax and VAT) at the time you or your partner bought it;

• your vehicle is stolen and not recovered.

Your partner The husband or wife, or the domestic or civil partner of the policyholder living at the same address as you and sharing financial responsibilities. This does not include any business partners or associates.

Your vehicle Any motor vehicle not exceeding 3.5 tonnes gross vehicle weight described in your schedule and any other motor vehicle for which details have been supplied to us and a certificate of motor insurance bearing the registration mark of that motor vehicle has been delivered to you in accordance with the Road Traffic Acts remain effective.

Any motor vehicle not exceeding 3.5 tonnes gross vehicle weight loaned to you or a permitted driver shown on your certificate of motor insurance by a supplier we have nominated following a claim under the policy (applicable to Comprehensive cover only)

Any motor vehicle not exceeding 3.5 tonnes gross vehicle weight loaned to you or a permitted driver shown on your certificate of motor insurance by a garage, motor engineer or vehicle repairer while the motor vehicle described in your schedule is being either serviced, repaired or having an MOT test (applicable to Comprehensive cover only).

Cover for your VehicleSection 1Loss of or damage to your vehicleIf your vehicle is lost, stolen or damaged, we will, make the decision to, either: • pay for your vehicle to be repaired;• replace your vehicle; or• pay you a cash amount equal to the loss or

damage.The same cover applies to:• accessories and spare parts; and• fixtures and fittings;while these are in or on your vehicle.

We will also pay for loss or damage to your vehicle’s audio equipment, which is away from your vehicle, if this equipment:• has been designed to be removed or partly

removed from your vehicle;• cannot work without being attached to your

vehicle; and• has been temporarily removed for security or

maintenance purposes.

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Exceptions to Section 1 of your policy Your policy does not cover the following:

1. Loss of use, wear and tear, reduction in value, mechanical, electrical or electronic breakdown, or computer equipment, failures, breakdowns or breakages.

2. Loss or damage arising from theft while the ignition keys of your vehicle have been left in or on your vehicle.

3. Damage to tyres caused by braking or by punctures, cuts or bursts.

4. Loss or damage directly occasioned by pressure waves caused by aircraft or other aerial devices travelling at sonic or supersonic speed.

5. Loss of value following a repair.

6. Loss or damage caused directly or indirectly by fire if your vehicle is equipped for the cooking or heating food or drink.

7. The confiscation or requisition or destruction under an order made by any government or public or local authority.

8. Loss or damage arising during or in consequence of riot or civil commotion occurring outside Great Britain, the Channel Islands and the Isle of Man.

Liability to Third PartiesSection 2Your liability to third partiesWe will insure you for any compensation you may have to pay (and any expenses we agree) as a result of you being legally liable following:

• death or bodily injury to anyone else for an unlimited amount; and

• damage to anyone else’s property, up to £2,000,000 for any one claim or all claims arising from any one incident.

This section only applies if the death, bodily injury or damage arises out of an accident caused by or in connection with:

• your vehicle, including its loading and unloading; or

• any trailer while it is being towed by your vehicle.

In respect of terrorism where we are obliged by the Road Traffic Acts, to provide insurance,

We will only replace your vehicle if:

• you or your partner own the vehicle or bought it under a hire-purchase agreement (we will not replace any vehicle that is the subject of any type of leasing or contract hire agreement);

• any interested hire-purchase company agrees; and

• you or your partner are the first registered owner of your vehicle.

ExcessesIf your vehicle (including its accessories, spare parts, fixtures and fittings) is lost, stolen or damaged, you will have to pay the first part of any claim as shown below. These excesses apply as well as any voluntary or other compulsory excesses that may apply:

Damage to your vehicle (other than by fire or theft) Excess

a. standard excess £120

b. a driver aged 20 or under £370

c. a driver aged 21 to 24 £270

Damage to your vehicle (arising from fire or theft) Excess

a. standard excess £120

b. a driver aged 20 or under £120

c. a driver aged 21 to 24 £120

If you are only claiming for loss of, or damage to, the glass in your vehicle’s windscreen, sunroof or windows, or for any scratches on the bodywork caused by breaking glass, the excesses under a, b, and c will not apply. You will, however, have to pay the first £60 of the cost of replacing the glass. This excess for glass:

• will not apply if the glass is repaired rather than replaced; and

• overrides any other general excess that would otherwise apply to glass claims.

Glass in the windscreen, sunroof or windowAny payment for repairing or replacing glass in the windscreen, sunroof or windows of your vehicle (or any scratches on the bodywork caused by breaking glass) will not affect your no claim discount.

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Legal costsWe will pay the fees and disbursements of any legal representative we agree to, to defend anyone we insure under this section, following any incident which is covered under this section:

• at a coroner’s inquest;

• at a fatal accident inquiry;

• in any proceedings brought under the Road Traffic Acts or equivalent European Union legislation.

We will not pay representation for:

• a plea of mitigation (unless the offence you are charged with carries a custodial sentence);

• appeals.

Cross liabilitiesWhere there is more than one insured person named in your schedule, each one will be covered as if they are the only insured person covered under this policy. But we will only pay up to £2,000,000 for damage to anyone else’s property for any one claim or a number of claims relating to one incident.

Application of policy limitsIf there is an accident which involves us paying more than one person, any limitation under the terms of this policy or any clause relating to the maximum amount payable will apply and we will settle your payment first.

Exceptions to Section 2 of your policyWe will not cover the following:

1. Any claim if any person insured under this section fails to follow the terms, exceptions and conditions of this policy as far as they apply, or if they are entitled to claim payment under any other insurance policy.

2. The death of or bodily injury of any employee of the person who is insured which arises out of the course of their employment, except where liability must be covered by us under the Road Traffic Acts.

3. Loss or damage to property that:

a) belongs to or is in the care of anyone we insure who claims under this section; or

b) is being carried in your vehicle.

4. Loss, damage, death or bodily injury caused or which happens beyond the limits of any carriageway or thoroughfare and involves anyone, other than the driver or attendant of

the maximum amount we will pay for damage to property as a result of any accident or accidents caused by your vehicle or vehicles being driven or used by you or any other person, and for which cover is provided under this section, will be:

• £2,000,000 in respect of all claims resulting directly or indirectly from one cause or such greater sum as may be required to meet the minimum insurance requirements of the Road Traffic Acts.

Liability to other people who drive or use your vehicleOn the same basis as we insure you under this section, we will also insure the following people:

• any person you give permission to drive your vehicle, as long as your certificate of motor insurance allows that person to drive;

• any person you give permission to use (but not drive) your vehicle for social, domestic and pleasure purposes, as long as that use is included on the certificate of motor insurance;

• any passenger travelling in or getting into or out of your vehicle.

Insurance for the owner of the vehicle (leasing or contract hiring agreements)If we know your vehicle is the subject of a leasing or contract hire agreement between you and the owner of your vehicle, we will insure the owner in the same way that we will insure you under this section if there is an accident while your vehicle is let, on hire or leased under the agreement, as long as your vehicle is:

• not being driven by the owner;

• not being driven by a person who is employed by the owner; or

• in the charge of but not being driven by the owner or any person who is employed by the owner;

and:

• the owner cannot claim under another policy;

and

• the owner follows the terms, exceptions and conditions of this policy as far as they can.

Insurance for legal personal representativesIf anyone who is insured under this section dies, we will protect his or her legal personal representatives against any liability that the person had which is covered under this section.

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• death;

• permanent loss of sight in one or both eyes; or

• loss of any arm or leg.

The most we will pay any one person after any accident is £2,500.

The most we will pay any one person during any one period of insurance is £5,000.

If you or your partner have any other policies with us for any other vehicle or vehicles, you will only be compensated for your injuries under one policy.

Exceptions to Section 3 of your policyWe will not pay for death or bodily injury arising from suicide or attempted suicide.

Section 4 Medical expensesIf you or any other person in your vehicle is injured as a direct result of your vehicle being involved in an accident, we will pay for the medical expenses arising in connection with that accident. The most we will pay for each injured person is £100.

The cover under this section applies irrespective of fault.

Exceptions to Section 4 of your policyAny physiotherapy treatment.

Section 5 Personal belongingsWe will pay you (or, at your request, the owner) for the value of loss or damage caused to personal belongings by fire, theft or an accident while the belongings are in or on your vehicle.

The maximum amount payable for any one incident is £100 subject to you making a claim under Section 1 of your policy.

Exceptions to Section 5 of your policyWe will not pay for:

1. Money, stamps, tickets, documents or securities; or

2. Goods or samples, tools, ropes or tarpaulins carried in connection with any trade or business.

your vehicle, bringing a load to your vehicle for loading or taking a load away from your vehicle after unloading it.

5. Damage to premises (or to the fixtures and fittings) attaching solely as occupier (not as owner) where the damage is insured by another policy.

6. Damage to any vehicle where cover in connection with how the vehicle is used or driven is provided under this section.

7. All loss, damage, death or bodily injury caused directly or indirectly by pollution or contamination, unless it is caused by a sudden, identifiable, unintended and unexpected incident which happens in total at a specific time and place during the period of insurance, unless the liability cover is a requirement of the Road Traffic Acts. For the purposes of this exception, pollution or contamination means all pollution or contamination of buildings or other structures, or of water, land or the atmosphere.

8. The death, bodily injury or illness of any person caused by food poisoning, anything harmful contained in any goods supplied, or any harmful or incorrect treatment given at or from the vehicle.

9. All loss, damage, death or bodily injury while your vehicle is being used in:

a) the part of an aerodrome or airport that is provided for aircraft to take off and land;

b) aircraft parking areas, including the associated service roads and ground equipment areas; and

c) areas of passenger terminals which come within the customs examination area, except where this liability must be covered by the Road Traffic Acts.

10. To any consequence whatsoever resulting directly or indirectly from or in connection with terrorism, regardless of any contributory cause or event, except where such liability is required to be covered by the Road Traffic Acts.

Section 3Injury to you or your partnerIf you or your partner suffer accidental bodily injury in direct connection with your vehicle, we will pay £2,500 if, within three months of the accident, the injury is the only cause of:

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Section 6Tool coverWe will repair, replace or pay you (or the owner) for the loss or damage to tools caused accidentally or by fire or theft while they are inside your vehicle subject to you making a claim under Section 1 of your policy. The maximum amount we will pay for any one incident is £500. A payment made under this section will affect your no-claims discount.

Exceptions to Section 6 of your policyWe will not pay for:

1. Goods, samples, stock and materials, personal effects.

2. Personal belongings.

3. Loss by theft when your vehicle was unlocked. Theft must have involved forcible entry to your vehicle.

4. Any tools in an open backed vehicle unless such tools are contained within a locked secure tool chest which is permanently attached to the chassis.

Section 7Emergency treatmentWe will refund any person using your vehicle for payments they have to make under the Road Traffic Acts for emergency medical treatment. A payment made under this section will not affect your no-claim discount.

Section 8No Claim DiscountNo-claim discount is not earned under a policy issued for less than 12 months.

Section 9 Foreign use and compulsory insurance requirementsAs well as providing cover within the territorial limits, this policy, in line with European Union directives, also provides the necessary cover to meet the laws on compulsory insurance of motor vehicles in:

• any other country which is a member of the European Union; and

• any country which the Commission of the European Communities is satisfied has made arrangements to meet the requirements of Article 8 (1) of EC Directive 2009/103/EC relating to civil liabilities arising from using a motor vehicle.

The level of cover provided will be the minimum needed to follow the laws on the compulsory insurance of motor vehicles of the country in which the accident happens. Where the level of cover in any European Union Member State is less than that provided by the legal minimum requirements of Great Britain, the level of cover that applies in Great Britain will apply in that Member State.

Section 10 Replacement locksIf your ignition keys are lost or stolen we will pay the cost of replacing the:

• affected locks,

• lock transmitter and central locking interface,

• affected parts of the alarm and/or immobiliser,

provided that you can establish to our reasonable satisfaction that the identity or garaging address of your vehicle is known to any person who may have stolen or found your ignition keys and the value of the claim does not exceed the market value of your vehicle.

In the event of any claim under this section, the courtesy van benefits under Section 13 are applicable.

A claim solely under this section will not affect your no claim discount.

Section 11Legal Assistance DefinitionsThe general definitions at the beginning of this policy booklet apply where appropriate. The following definition only applies to this section of the policy.

You/yourThe persons covered by this section:

• the insured; and

• any passengers carried in your vehicle at the time of an accident and/or incident, which occurs within the period of insurance.

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Motor legal advice helpline explainedYou have access to a 24 hour legal advice helpline based in the United Kingdom – providing confidential legal advice on any legal matter relating to the use of your vehicle (e.g. private vehicle sale).

There are no consultation fees and lines are open 24 hours a day, 365 days a year, all you pay for is the phone call.

Call us on: 0845 300 2970.

Please ensure you have your policy number to hand when you contact us.

For our joint protection telephone calls may be recorded and/or monitored.

• Costs of calls to 0844 and 0845 numbers may vary, please contact your network provider for details.

What is not coveredWe will not pay any costs and expenses:

1. Which we have not agreed to or authorised.

2. Incurred prior to our acceptance of a claim.

3. Resulting from any legal action you take without our prior approval.

4. For any fines, penalties, compensation or damages which you are ordered to pay by a court or other authority.

5. Resulting from any claim deliberately or intentionally caused by you.

6. Resulting from a defence of motoring offence arising from prosecutions for:• dishonesty or violent conduct;• drink or drug related offences; or• parking offences.

7. Relating to an application for judicial review.

8. For a claim relating to any non-contracting party’s rights to enforce all or any part of this section. This means that only you may enforce all or any part of this policy and the rights and interests arising from or connected with it. The Contracts (Rights of Third Parties) Act 1999 does not apply to this section.

9. For dispute with us in respect of the policy terms and conditions unless that is covered by the ‘Disputes and arbitration’ section in this policy.

10. For losses already paid by us under any other section of this policy.

Motor Legal Assistance explained• Legal protection to claim costs or

compensation after a motor accident and/or incidentIf there is an accident and/or incident involving your vehicle which is not your fault, we will provide you with legal protection to pay lawyers’ costs to help claim against the person(s) who are responsible.

As part of your claim we will pay to recover your financial losses (such as your excess and travel expenses) and also obtain compensation if, as a result of travelling in, getting into or out of your vehicle, you die or sustain personal injury.

Reasonable prospects of success must be present throughout the duration of the claim. This means that the lawyer must believe that it is more likely than not that you will succeed in a claim for those losses. For more information please see ‘Reasonable prospects of success explained’ under ‘Conditions of cover’ in this section.

In the event the lawyer takes on your case but your claim is not successful we will pay legal costs and fees you are held responsible for, up to a maximum amount of £100,000.

If you need to report an accident and/or incident or talk to us about a claim, call us on: 0844 891 1111.

Lines are open 24 hours a day, 365 days a year.

• Legal protection to defend motoring offencesThis section provides legal protection to pay lawyers’ costs to help defend your legal rights if you are accused of or have committed an offence under the Road Traffic Acts (e.g. a speeding fine) while using your vehicle (including if a conviction would result in you being disqualified or suspended from driving).

Cover in this section is subject to cover not already being provided under ‘Section 2 – Your Liability’ in this policy.

The maximum amount we will pay for any one claim under this cover is £20,000.

If you need to report an incident or talk to us about a claim, call us on: 0845 300 2970.

Lines are open 24 hours a day, 365 days a year.

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Conditions of coverThe following conditions apply to this section:• the incident occurs during the period of

insurance;

• the incident occurs within the territorial limits;

• any legal proceedings that we have agreed to are dealt with by a court or similar body within the territorial limits;

• in respect of any appeal or defence of an appeal, it has been reported to us at least 14 days prior to the deadline for any appeal; and

• reasonable prospects of success exist for the duration of the claim. This condition only applies to claims under the ‘Legal protection to claim costs or compensation after a motor accident or incident’ section. Please see the box below for more information.

Reasonable prospects of success explainedBefore we begin to pursue financial losses or pay any legal costs and expenses we will ask the appointed lawyer to discuss your claim with you and assess the prospects of success.

In respect of all claims under the ‘Legal protection to claim costs or compensation after a motor accident or incident’ section we need to establish that it is more likely than not that you will:• make a recovery of damages either in full

or in part against the person(s) you believe were to blame;

• recover more than any offer of settlement from the person(s) you believe were to blame;

• make a successful defence of any claims made against you;

• make a successful appeal or defence of an appeal;

• obtain a legal remedy which we have agreed to pursue or defend.

If at any time it is established that your claim no longer has a reasonable prospect of success, we will confirm this in writing to you. We will pay for all costs and expenses we have agreed or authorised prior to the change in prospects of success. You have the right to continue the legal proceedings but this will be at your own expense and we will not pay any legal costs and fees you may be held responsible for after the confirmation in writing.

Your claimHow to claim1. Before you call, please make sure you have

your policy number, vehicle registration and incident date ready to hand.

2. Call us to register your claim:

• for legal protection to claim costs or compensation after a motor accident and/or incident, please call us on 0844 891 1111; or

• for legal protection to defend motoring offences, please call us on 0845 300 2970.

For our joint protection telephone calls may be recorded and/or monitored.

• Costs of calls to 0844 and 0845 numbers may vary, please contact your network provider for details.

Legal representation

On receipt of a claim, we will appoint a lawyer to act for you.

If it is necessary to start court proceedings, you are free to nominate an alternative lawyer by sending the lawyer’s name and address to us.

If there is a conflict of interest or we do not agree to your choice of lawyer, you may choose another representative. If there is still a disagreement, we will ask the President of the relevant National Law Society to choose a suitably qualified person. In this circumstance both parties are obliged to accept this choice of representation.

The legal costs and expenses we will pay forWe will pay the following:

• reasonable legal costs and expenses incurred in respect of your claim; and/or

• legal costs and expenses, which we have agreed to or authorised, which you have been held responsible for or ordered to pay by a court or similar body.

In determining whether or not costs are reasonable, we will consider whether a person without legal expenses insurance, and with the funds available to finance their own legal costs, would be likely to find the costs in question reasonable. Specific factors we will take into account in making this determination are:

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Disputes and arbitrationIf any difference arises between us and you in respect of the:• acceptance;• refusal;• control; or• handling

of any claim under this section, you can take the steps outlined in our Complaints Procedure section in this policy.

You have the right to refer any such difference that arises between us and you to arbitration which will be decided by Counsel chosen jointly by us and you.

If there is a disagreement with regard to the choice of Counsel, we will ask the President of the relevant National Law Society to choose a suitably qualified person.

The decision shall be final and binding on both us and you.

All costs for resolving the difference will be met by the party against whom the decision is made.

• the amount of any financial losses being claimed;

• the value and complexity of the case;

• the geographical location of the person and the other party to the action;

• the conduct and actions of the other party;

• the normal level of legal costs and expenses a similar specialist lawyer appointed by us would charge.

Conditions relating to your claim

• Incidents must be reported to us within 180 days after the date you discovered the incident.

• You must allow us direct access to the appointed lawyer who will provide us with any information or opinion on your claim.

• You must provide us with any information or instructions that we may reasonably ask for in relation to your claim. If we do not receive all the information or instructions we need we may delay or suspend your claim.

• You must notify us immediately if the approved lawyer receives a formal offer to settle a claim or to make a payment into court.

• If you do not accept a payment into court or any offer where the appointed lawyer advises that this is a reasonable payment or offer, we may refuse to pay further legal costs and expenses.

• No agreement to settle on the basis of both parties paying their own costs is to be made without our prior approval.

• You must support us in the recovery (from the person(s) who you believe were responsible) of any legal costs and expenses to us.

• In respect of the following, if you:

• settle or withdraw a claim without our prior agreement;

• do not give suitable instructions to the appointed lawyer; or

• dismiss an appointed lawyer without our prior consent, (please see the ‘Legal representation’ and ‘Disputes and arbitration’ sections for more information about appointing representatives),

the cover we provide in respect of your claim will end immediately and we will be entitled to reclaim any costs and expenses we have incurred.

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Your policy does not cover the following:

1. Any accident, injury, loss or damage while any vehicle that is insured under this policy is being:

a) used otherwise than for the purposes described under the ‘Limitations as to use’ section of your certificate of motor insurance;

b) driven by you, unless you hold a licence to drive the insured vehicle or have held a licence and are not disqualified from holding or getting such a licence;

c) driven by anyone else with your permission who, to your knowledge, does not have a licence to drive your vehicle, has never held one or is disqualified from holding or getting such a licence; or

d) driven by any person other than anyone who is described under the section of your certificate of motor insurance headed ‘Persons or Classes of Persons entitled to drive’.

We will not withdraw this cover:

• while your vehicle is in the custody or control of a member of the motor trade for the purposes of maintenance or repair;

• if the injury, loss or damage was caused as a result of your vehicle being stolen or having been taken without your permission; or

• if the person driving your vehicle does not have a valid driving licence and you did not know this.

2. Any liability you have agreed to take on except to the extent you would have had that liability if that agreement did not exist.

3. Loss, damage, liability or expense directly or indirectly caused by or contributed to by or arising from:

a) ionising radiation from or contamination by radioactivity from any nuclear fuel or from any nuclear waste or from the combustion of nuclear fuel;

b) the radioactive, toxic, explosive or other hazardous or contaminating properties of any nuclear installation, reactor or other nuclear assembly or nuclear component thereof;

c) any weapon or device employing atomic or nuclear fission and/or fusion or other like reaction or radioactive force or matter;

d) the radioactive, toxic, explosive or other hazardous or contaminating properties of any radioactive matter.

4. Any consequence whatsoever which is the direct or indirect result of any of the following, or anything connected with any of the following, whether or not such consequence has been contributed to by any other cause or event:

a) war, invasion, act of foreign enemy, hostilities or a warlike operation or operations (whether war be declared or not), civil war, rebellion, revolution, insurrection, civil commotion, assuming the proportions of or amounting to an uprising, military or usurped power;

b) any action taken in controlling, preventing, suppressing or in any way relating to (a) above;

except to the extent that it is necessary to meet the requirements of the Road Traffic Acts.

5. Any accident, injury, loss or damage if your vehicle is registered outside Great Britain, Northern Ireland, the Isle of Man or the Channel Islands.

General Exceptions

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General Conditions

Your cancellation rights4. There are no statutory cancellation rights under

this policy.

Other insurance5. If, at the time of any claim arising under this

policy, there is any other insurance policy covering the same loss, damage or liability, we will only pay our share of the claim. This condition does not apply to personal accident benefits under Section 3 which we will pay as shown under that section. We do not have to accept any liability under Section 2 which we would otherwise be entitled to exclude under exception 1 to Section 2.

Your duty to prevent loss or damage 6. You must take all reasonable steps to protect

your vehicle from loss or damage at all times. You must continue to keep your vehicle in an efficient condition, and we will have free access to examine your vehicle and trailer at all times.

Arbitration7. Except for claims under section 3, if we have

accepted a claim and there is a disagreement over the amount to be paid, the disagreement must be referred to an arbitrator that you and us agree to, in line with the law at the time. When this happens, a decision must be made before you can take any legal action against us.

Your duty to comply with policy conditions8. We will provide insurance under this policy as

long as you follow the conditions of this policy.

Fraud9. If any claim is fraudulent in any way, or if you

or anyone acting on your behalf has acted fraudulently (including exaggerating the claim or sending us false documents), we will not provide any benefit under this policy.

Claims procedure1. As soon as is reasonably possible after you are

aware of any accident, injury, loss or damage, you or your legal personal representatives must phone us giving full details of the incident. You should send us any communication you receive about the incident immediately. You or your legal personal representatives must also let us know, as soon as you are aware, if anyone who is insured under this policy is going to be prosecuted as a result of the incident, or if there is going to be an inquest or a fatal accident inquiry.

2. You, or anyone else claiming under this policy, must not admit to any claim, promise any payment or refuse any claim without our written permission. If we want to we can take over and carry out in your name (or the name of the person claiming under the policy) the defence or settlement of any claim, or take proceedings for our own benefit to recover any payment we have made under this policy. We will decide how to deal with any proceedings or any claim. The person who is making a claim under this policy must give us all the information and help we need to achieve a settlement.

3. If there is a claim, or a number of claims, arising out of one incident, and this relates to paying for damage to property, we may, at any time, pay you:

a) the full amount we have to pay under the policy (less any amount we have already paid in compensation); or

b) any smaller amount for which these claims can be settled.

When we have done this, we will no longer be responsible for the claim. We will then have no liability under this policy, except for paying the costs and expenses of litigation, in relation to matters before the date of the payment.

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Payments made under compulsory insurance regulations and rights of recovery10. If, under the law of any country in which this

policy applies, we have to settle a claim which we would not have to pay if this law did not exist, we reserve the right to recover these payments from you or from the person who is liable.

Mileage11. We have the right to look at the mileage on your

vehicle at any time, as your policy has been rated on your annual mileage. If you have gone over the stated annual mileage, we will increase your premium to that which applies to the higher annual mileage limit. If we become aware that you have gone over your stated annual mileage at the time of a claim, we will take the extra premium from the claims payment. The higher premium will apply from the start date of the period of insurance.

Important Notice – Information we need to know about 12. You must take reasonable care to provide

complete and accurate answers to the questions we ask when you take out, make changes to, and renew your policy.

If the information provided by you is not complete and accurate we may:

• cancel your policy and refuse to pay any claim;

• not pay any claim in full;

• revise the premium and/or change the excess or the extent of the cover may be affected.

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Financial Services Compensation Scheme We are members of the Financial Services Compensation Scheme (FSCS). You may be entitled to compensation from this scheme if we cannot meet our obligations, depending on the type of insurance and the circumstances of your claim.

Further information about the scheme is available from the FSCS website www.fscs.org.uk, or write to: Financial Services Compensation Scheme, 10th Floor Beaufort House, 15 St Botolph Street, London, EC3A 7QU.

Our promise of service Our goal is to give excellent service to all our customers but we recognise that things do go wrong occasionally. We take all complaints we receive seriously and aim to resolve all our customers’ problems promptly.

To ensure that we provide the kind of service you expect we welcome your feedback. We will record and analyse your comments to make sure we continually improve the service we offer.

What will happen if you complain• We will acknowledge your complaint promptly.

• We aim to resolve all complaints as quickly as possible.

Most of our customers’ concerns can be resolved quickly but occasionally more detailed enquiries are needed. If this is likely, we will contact you with an update within 10 working days of receipt and give you an expected date of response.

What to do if you are unhappyIf you are unhappy with any aspect of the handling of your insurance we would encourage you, in the first instance, to seek resolution by contacting:

• If your complaint is regarding a claim you can write to Aviva Insurance Limited, PO Box 10029, Dundee DD2 1XH or telephone 0870 908 3502, whichever suits you, and ask your contact to review the problem.

• If your complaint is regarding anything else you can write to Daimler Insurance Services UK Limited, Tongwell, Milton Keynes MK15 8BA or telephone 0845 606 0637, whichever suits you, and ask your contact to review the problem.

If you are unhappy with the outcome of your complaint you may refer the matter to the Financial Ombudsman Service at:

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

Telephone: 0800 023 4567 (free from landlines) or 0300 123 9123

Or simply log on to their website at www.financial-ombudsman.org.uk.

Whilst we are bound by the decision of the Financial Ombudsman Service, you are not. Following the complaints procedure does not affect your right to take legal action.

Complaints Procedure

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Van Insurance by Mercedes-Benz is provided by Daimler Insurance Services UK Limited. A Daimler Company.

Registered office: Tongwell, Milton Keynes MK15 8BA. Underwritten by Aviva Insurance Limited. Registered

Office: Pitheavlis, Perth PH2 0NH. Registered in Scotland number 2116.

Roadside, Recovery and At Home products are provided by RAC Motoring Services, company registration

number 1424399, whose registered office is at RAC House, Brockhurst Crescent, Walsall, West Midlands

WS5 4AW. Onward Travel and European Motoring Assistance are underwritten by RAC Insurance Limited,

company registration number 2355834, of RAC House, Brockhurst Crescent, Walsall, West Midlands WS5 4AW.

Daimler Insurance Services UK Limited are authorised and regulated by the Financial Conduct Authority.

Aviva Insurance Limited is authorised by the Prudential Regulation Authority and regulated by the Financial

Conduct Authority and the Prudential Regulation Authority. RAC Motoring Services is authorised and regulated

by the Financial Conduct Authority. RAC Insurance Limited is authorised by the Prudential Regulation Authority

and regulated by the Financial Conduct Authority and the Prudential Regulation Authority.

Mercedes-Benz Van Insurance, Tongwell, Milton Keynes, MK15 8BA

www.mercedes-benz.co.uk

Mercedes-Benz is a registered trademark of Daimler AG, Stuttgart, Germany. MBCW148/October 2013 (V30)