Virgin Media Protect
Administered by Asurion
[email protected]
www.virginmedia.com/protect
0345 030 3291
8am-9pm Monday to Friday
9am-6pm weekends
(closed Bank Holidays)
Virgin Media Protect
Damage Cover
Welcome to Virgin Media Protect, brought to you by Asurion.
Nobody likes reading the small print, but to avoid any surprises, please:
P ReadtheinsuranceTermsandConditionsinfullsoyouknowwhat’scovered,what’snotandhowtoclaim
P Makeaclaim,ideallywithin30daysofdiscoveringthatyourdeviceisdamagedbysubmittingaclaim24/7atwww.virginmedia.com/protectorby
callinguson03450303291*
P Paytheexcessfeetocompleteyourclaim.Theexcessfeeisconrmedinyourwelcomepackandyoucancallusatanytimetocheckit
P Complywithourreasonableinstructions,includingswitchingofforuninstallinganyappwhichpreventsouraccesstoremovedatafromtheclaimed
fordevice
P Yourdevicewillberepairedandreturnedtoyouwithin5workingdaysfromwhenitiscollected.Ifwearenotabletorepairyourdevice,youwill
receiveareplacementdevicethathasbeenrefurbishedtoour‘asnew’standardusingoriginalmanufacturerpartsonly
P YourinsurancepolicyisnottiedtoanyothercontractyouhavewithVirginMedia.Ifyouwantyourpolicytocometoanendatanytimeyouwillneed
tocontacttheVirginMediaProtectteamdirectly(seeSectionE)
PleasereadtheTermsandConditionsinfullsoyouunderstandwhat’s
coveredandwhat’snot.Theterms‘we’,‘our’and‘us’meansAsurion(the
PolicyAdministrator)and/orWDPInsuranceLimited(theInsurer).
A. Your cover
VirginMediaProtectDamageCovergivesworldwidecovertoprotectyour
deviceagainst:
• Accidentaldamageincludingcrackedscreens
• Liquidandmoisturedamage
• Maliciousdamagecausedbysomeonewhodoesn’thaveyour
permissiontousethedevice
• Petdamage
• Outofwarrantybreakdown
You’recoveredwhenyoulendyourdevicetofamilyorfriendsand
wheneveryoutravelabroad.
YoucanbuyVirginMediaProtectDamageCoverprovided:
• You’reover18
• Youhaven’thadamobileinsurancepolicydeclinedorcancelledbyus
inthepastoraclaimdeniedduetofraud
Ifatanytimeyouortheauthoriseduserofthedevicearenolongergoing
toberesidentintheUK,youneedtocontactususingthedetailsabove
andletusknow.Yourcoverwillbeautomaticallycancelled.
B. The cost of cover
Yourmonthlypremiumandclaimexcessfee(theamountyouhavetopay
tocompleteaclaim)isconrmedinyourwelcomepack.
Asurionwillcollectyourmonthlypremiuminadvancefromthedebit/credit
cardyouusedtopurchasethepolicy(thiswillshowonyourstatementas
VirginPhoneIns)onbehalfoftheInsurer.Youneedtopaytherstmonth’s
premiumbeforeanyclaimcanbecompleted,yourcoverthenrenews
automaticallyforthenext59monthsafterwhichwe’llcancelyourpolicy.
Asdevicesagetheywillfallinvalueandsofromtimetotimewemayadjust
yourexcessfeedownwards.Callustondoutyourcurrentexcessfee.
C. What’snotcovered
• Anydeviceotherthantheoneshownonyourwelcomepackunless
replacedbyusorreplacedundermanufacturerwarranty.
• Anyclaimforlossortheft.
• Anyclaimifyouhaven’tpaidyourinsurancepremium.Ifyouhaven’t
paidapremiumbutyourpolicyhasn’tyetbeencancelled,we’ll
processyourclaimifyoupaytheoutstandingamount.
• Theexcessfeeyouhavetopaytocompleteasuccessfulclaim.
• Thecostofanycalls,texts,datausageordownloadsonalostor
stolendevice.
• Afourthorsubsequentclaiminany12-monthperiod.
• Accessory-onlyclaims.
• Accessoriesotherthanthebattery,mainschargerandanyhands-free
kitthatcamewiththedevicethatareinvolvedinthesameincident.
• Cosmeticdamage-minordamagesuchasscratchesordentswhich
don’taffectthenormalfunctioningofthedevice(butwedocover
crackedscreens).
• Damagecausedbymakingalterationstothedeviceoractingagainst
manufacturerguidelines.
• Thecostofanyrepairtoyourdeviceunlessweinstructit.
• Anyfaultthathappenswithinthemanufacturer’swarrantyperiod
(wherethemanufacturercoversyouagainstcertainoperating
failures).
• Anymaliciousordeliberatedamagecausedbyyouorsomebodyyou
haveauthorisedtousethedevice.
• Anylossesorconsequencesyoufaceasaresultofbeingwithout
yourdevice.
• Lossorcorruptionofanykindofapp,softwareordigitalcontentother
than standard manufacturer software.
• Conscationofyourdevicebyanancecompanyorgovernment
agency(suchasthepolice).
• Anyclaimthatwendtobefraudulent.Ifwesettleaclaimthat’slater
foundtobefraudulentwemaytakeactiontorecoverourcosts.
• YourSIMcard.
Insurance Terms and Conditions
D. Making a claim
1. Submityourclaimonline24/7atwww.virginmedia.com/protect
2. ClaimbyphoneusingthecontactdetailssetoutinSectionJ
Pleasehaveapaymentcardreadytopayyourclaimexcessfee.
WeacceptMasterCardandVisadebitorcreditcards.
Repairingyourdevice:
• Weaimtopickupyourdamageddevicenextdayforclaimsapproved
before8.30pmMondaytoFridayand2.30pmonweekends.
• Pleaseensureyoubackupyourphoneandthephoneiswipedof
personaldataandunlocked(thisincludesremovinganysecurityapps
suchasndmyiPhoneorGoogleSmartLock).
• Oncereceivedatourrepaircentre,wewillrepairthedeviceandcharge
theexcessfeetothecarddetailsyouprovidedduringtheclaim.
• Therepaireddevicewillbereturnedtoyouwithin5workingdaysfrom
whenwecollectedyourdevice.Pleasemakesuresomeoneisinto
signforthedelivery(ifnotitmaybedeliveredtoaneighbour).
• Yourrepaircomeswitha24-monthwarranty.
Ifwe’relate,letusknowandwe’llgiveyou£20foranydelaypaidtothe
paymentcardusedtopayyourclaimexcessfeewithin30days
Deliverywithin5workingdaysfromcollectionexcludes:
• DeliveriesoutsideofmainlandGreatBritainincludingdeliveriestothe
ScottishIslands,NorthernIrelandandtheChannelIslands.
• Anydelaycausedbysomethingoutsideourcontrollikeextreme
weather,naturaldisaster,epidemicorcrime,andsupplyshortages
affectingtheindustry(e.g.wherenewmodeldevicesareinveryhigh
demandandshortsupplyafterlaunch).
Ifthedeviceyousendtousisnotthecorrectinsureddevice,thedamage
isdifferenttowhatyoudescribed,orthedeviceisnotfullyunlocked
(includingtheremovalofanysecurityapps)wemaycancelyourclaim
andreturnyourdevicetoyouunrepaired.
PleaseNote:Wewillwipeyourdeviceofanypersonaldataaspartofthe
repairprocessandwillnotbeabletoreturnanypersonalmemorycards
and/orSIMcards.
Ifwearenotabletorepairyourdevice,wewillprovideyouwitha
replacement.Anyreplacementdeviceyoureceivemayberefurbishedto
ourstandardusingoriginalequipmentmanufacturerparts.Intheunlikely
eventwecan’tsendyouasamemodelreplacement,we’llofferyoua
differentmake,modelorcolourdevicewithcomparablefeaturesand
functionality.Yourreplacementdevicecomeswitha24-monthwarranty.
Ifyoureportaclaimtousmorethan90daysafterdiscoveringthefault,
breakdownordamagetoyourdevice,wewillstillconsideryourclaim,but
itmayimpactourabilitytoassessyourclaimandcould,insomecases,
resultinitbeingdeclined.
Wewillaskyoutoproviderelevantinformationtosupportyourclaim.In
somecases,wemayalsoaskyoutocompleteawrittenclaimstatement
and/orprovideevidenceofyouridentity.
E. Cancelling your cover and changes to the policy
Youcancalloremailustocancelyourpolicy(SeesectionJ.Contact
Details)orwritetousatVirginMediaProtect,POBox670,Brentford,
TW81DA.
Youcancancelwithintherst28daysand(ifyouhaven’tmadeaclaim)
we’llrefundanypremiumpaid.Otherwise,youcancancelatanytimeand
coverwillnishattheendofthepaid-forperiod.Whenyoubuyanother
devicefromVirginMediaonthesamemobilenumberandaddinsurance,
we’llcancelcoveronyourolddeviceautomatically.We’llsetupapolicy
forthenewdeviceandconrmyourcoverstartdate,premiumandclaim
excessinwriting.
We’llcancelyourpolicyifyoufailtopaythemonthlyinsurancepremium,
havethreesuccessfulclaimsinany12-monthperiodorifyoumake
aclaimwendtobefraudulent.Ifyoucancelorupgradeyourairtime
contractoranyotherassociatedcontractwithVirginMedia,your
insurancepolicywillremainactiveunlessyoucontactustocancel.
However,we’llcancelyourpolicyifyouhavemorethanonedevice
coveredbyVirginMediaProtectwiththesamephonenumber.Ifwe
cancelyourpolicy,we’llsendyouwrittenconrmation,includingyour
coverenddate.
Wemayalsocancelyourpolicyifitisnolongereconomicallyviableto
providethisproductorifwe,ortheinsurer,withdrawfromthemarketof
providingpoliciesofthistypeintheUK.Ifthishappens,we’llgiveyouat
least30days’noticesenttothecurrentcontactdetailswehaveforyou.
Wemaychangeyourpolicytermsoralterthepremiumorexcessfeefor
futureperiodsofcoverbasedonsignicantadverseclaimsexperience,
signicantincreaseinouroperatingcosts,ination,economicand
environmentalfactors,andchangesinlegislation,taxationorinterest
rates.Ifwemakeachangethatincreasesanychargesorreducesyour
cover,we’llgiveyouatleast30days’noticesenttothecurrentcontact
detailswehaveforyouandyouwillbeabletocancelyourpolicyifyou
arenothappywithourchanges.Ifwemakeanychangethatimproves
yourcover,wemayapplyitstraightawaywithoutnotice.
F. How to complain
Youcancalloremailus(SeesectionJ.ContactDetails)orwritetous
atVirginMediaProtect,POBox670,Brentford,TW81DA.Ifwecan’t
resolveyourcomplaintrightaway,we’llemailorwritetoyouwithinve
workingdaystooutlineournextsteps.Iftheissuestillisn’tresolvedwithin
twoweeks,we’llcontactyouagaintokeepyouuptospeedonwhat’s
happening.
Ifyou’renothappywiththeoutcomeofyourcomplaintorwehaven’t
givenournalresponsewithin8weeksofyouraisingyourcomplaint,
youcancontactTheFinancialOmbudsmanServicebyphone:0800
0234567(Freephone)or03001239123,byemail:complaint.info@
nancial-ombudsman.org.ukorinwritingat:ExchangeTower,London,
E149SR.Youneedtocontactthemwithin6monthsofreceivingour
naldecision.Theserviceisfreeandweareboundbyanydecisionthe
FinancialOmbudsmanreaches.Thiswon’taffectyourstatutoryrightsor
prejudiceyourrighttotakesubsequentlegalproceedings.Seenancial-
ombudsman.org.ukformoredetails.
G. Who provides this cover
ThisinsuranceisadministeredbyAsurionEuropeLimited(‘Asurion’),
whichisauthorisedandregulatedbytheFinancialConductAuthority(no.
502545),registeredinEnglandandWaleswithcompanynumber6568029
atVantageLondon,GreatWestRoad,Brentford,TW89AG.Theinsurer
isWDPInsuranceLimited,whichisauthorisedandregulatedbythe
GibraltarFinancialServicesCommissionandsubjecttolimitedregulation
bytheFinancialConductAuthorityandPrudentialRegulationAuthority.
DetailsabouttheextentofourregulationbytheFinancialConduct
AuthorityandPrudentialRegulationAuthorityareavailablefromuson
request.WDPisregisteredinGibraltarwithcompanynumber115687at
1stFloor,GrandOceanPlaza,OceanVillageGX111AA,Gibraltar.Goto
fca.org.uk/registerorcall08001116768(Freephone)or03005008082*
tochecktheFinancialConductAuthority’sregister.
YouandtheInsurermaychoosewhichlawwillapplytothiscontract.Unless
weagreeotherwise,VirginMediaProtectisgovernedbythelawofthepart
oftheUnitedKingdomthatyoulivein(EnglandandWales,Scotlandor
NorthernIreland)andallcommunicationfromuswillbeinEnglish.
AnypaymentscollectedbyAsurionunderthesetermsandconditionsare
collectedonbehalfoftheInsurer.
TheInsureriscoveredbytheFinancialServicesCompensationScheme
(FSCS).Intheunlikelyeventthatwecan’tmeetourliabilitiesyoumay
beentitledtocompensationtoamaximumof90%oftheclaimunderthis
scheme.FurtherinfocanbeobtainedfromtheFSCSon08006781100
(Freephone)orbygoingtofscs.org.uk.
H. How we will communicate with you
WewillcommunicatewithyoubySMS,emailorinwritingusingyour
givencontactdetails.
Ouruseofyourpersonaldata:
Weunderstandtheimportanceofprotectingyourprivacy.Wewantyouto
understandwhatpersonalinformation(alsoknownaspersonaldata)we
collect,whyitiscollected,howitisused,andotherimportantinformation
sothatyouareinformedandtherearenosurprises.
Personalinformationwecollectwhenyouuseourservicesisneededfor
thefollowingpurposes:
• Contract:tocommunicatewithyou,processenrollments,billand
collect,processcancellations,processclaimsthatyousubmit,provide
customerservice,administeryourpolicy,andmanageoursupply
chainmanagementtomanagedevicerepairs.
• Legitimateinterests:formaintainingourbooksandrecords,
maintainingsecurityandintegrity,monitoringuseandperformance,
qualityassurance,frauddetectionandprevention,andproduct
improvementanddevelopment.
• Complywithlegalrequirements:tonotifyyouasrequiredbylawinthe
eventofabreachregardingthesecurityofyourpersonalinformation.
Wealsouseyourpersonalinformationtocomplywithanyother
appliableUKorEUlegalrequirements.
Ifyoudonotdesireforyourpersonaldatatobeprocessedinaccordance
withtheseterms,youmaycancelyourcontractatanytimeinaccordance
with the terms and conditions.
Ifyoufailtoprovidecertaininformationwhenrequested,wemaynot
beabletoprovidetheservicesforwhichyouhavecontracted,suchas
processingaclaim.
Where to turn with questions
Ifyouhaveanyquestionsonthisnotice,pleasecontactourData
ProtectionOfcerbypostalmailoremailanytime.
Asurion
Attn:EUDataProtectionOfcer
c/oOfceoftheGeneralCounsel
648GrassmerePark
Nashville,TN,USA37211
[email protected]
Wemaycollectthefollowingtypesofpersonalinformation:
• Name;
• Mailingaddress;
• Emailaddress;
• Mobilephonenumberandinformationthatidentiesyourmobile
device,suchasanInternationalMobileEquipmentIdentity(IMEI);
• Informationcollectedafterobtainingyourpermission;
• Anyinformationthatyouprovideaspartoflingaclaim;
• Informationprovidedbyyourmobilenetworkprovidertovalidateyour
claim;
• Responsestoonline,verbalorvideosurveysthatyouchooseto
complete;and
• Otherinformationthatpersonallyidentiesyouorislinkedorlinkable
to you.
Aspartoftheclaimprocess,Asurionoritsafliatesmayrequireyou
toprovideacopyofyourdriver’slicense,passportorotherformsof
identication.Additionally,inordertoprocessyourclaim,Asurionorits
afliatesmayrequestyourshippingandbillinginformation,creditcard
informationorotherpreferredpaymentmeans.
Wewillnotuseordiscloseyourpersonalinformationtothirdparties
exceptasdisclosedinthisnotice.
Asurionmaytransferyourpersonalinformationto:
• Non-afliatedcompaniesthatincludetelecommunicationcarriers,the
insurerthatunderwritesyourpolicy,creditcardpaymentprocessors,
securityservicesproviders,serviceproviderswhosendcommunications
onourbehalfandthirdpartiesprovidingclaimsfulllment,supplychain
logistics,datacenteroperations,informationtechnology,customer
serviceandqualityassurancemonitoringofcustomerservice.These
companiesarerequiredtocomplywiththeprinciplessetoutinthis
noticeandonlyusesuchpersonalinformationforthepurposesforwhich
itwasprovidedtothem;
• Athird-party,intheeventofaproposedoractualpurchase,sale
(includingaliquidation,realisation,foreclosureorrepossession),lease,
merger,amalgamationoranyothertypeofacquisition,disposal,transfer,
conveyanceornancingofalloranyportionofitsbusinessorofany
assetsorsharesofourbusinessoradivisionthereofinorderforyouto
continuetoreceivethesameorsimilarproductsandservicesfromthe
third-party.Inthesecircumstances,personalinformationmaybeshared
withtheactualorprospectivepurchasersorassignees,orwiththenewly
acquiredbusiness;
• Ifwe:(i)believeinoursolejudgmentthatsuchdisclosureisreasonably
necessarytocomplywithanlegalprocess(suchasacourtorder,search
warrant,etc.)orotherlegalrequirementsofanygovernmentalauthority,
(ii)wouldpotentiallymitigateourliabilityinanactualorpotentiallawsuit,
(iii)isotherwisenecessarytoprotectourrightsorproperty,or(iv)is
necessarytoprotectthelegalrightsorpropertyofothers
Todeterminetheappropriateperiodwhichwewillkeepyourpersonal
informationbeforewesecurelydestroyit,weconsiderthepurposesfor
whichweprocessyourpersonalinformationandwhetherwecanachieve
thosepurposesthroughothermeans,theapplicablelegalrequirements,
theamount,nature,andsensitivityofthepersonalinformation,andthe
potentialriskofharmfromunauthoriseduseordisclosureofyourpersonal
information.
Insomecircumstanceswemayanonymiseyourpersonalinformationso
thatitcannolongerbeassociatedwithyou,inwhichcasewemayuse
such information without further notice to you.
Ourservicesarenotdirectedto,andwedonotknowinglycollectpersonal
informationfrom,individualsundertheageof18.Ifachildisaccessing
serviceswithoutyourconsent,pleasecontactusbyusingtheinformation
providedbelowsothatwecanremoveanypersonalinformationprovided.
PersonalinformationwecollectfromyoumaybeprocessedbyAsurion
andthird-partiesasdescribedinthisnoticeintheUnitedStatesandother
countriesandusedconsistentwithyourrelationshipwithAsurionandthe
practicesdescribedinthisnotice.
PersonalinformationwillonlybetransferredtolocationsoutsideoftheUK
andtheEUwherepermissiblelegalstructuresexistorwherethecountry
isdeemed“adequate”.
Unfortunately,nodatatransmissionovertheinternetcanbeguaranteed
tobe100%secure,andanyinformationyousendtousyoudosoatyour
ownrisk.However,wehaveimplementedtechnicalandorganisational
measuresdesignedtoprovideappropriatelevelsofsecurityforyour
personaldata.Reasonableadministrative,logical,andphysicalcontrols
areinplacetopreventyourpersonalinformationfromunauthorised
access,use,disclosure,lossortheft.
Whilewetakevariousstepstoensuretheaccuracyandcompleteness
ofyourpersonalinformation,werelyuponyoutoprovideaccurateand
completepersonalinformationwheninteractingwithus.
Undercertaincircumstances,bylawyouhavetherightto:
• Requestaccesstoyourpersonalinformation(commonlyknownasa
‘datasubjectaccessrequest’).Thisenablesyoutoreceiveacopyof
thepersonalinformationweholdaboutyou.
• Requestcorrectionofanyincompleteorinaccuratepersonal
informationthatweholdaboutyou.
• Requesterasureofyourpersonalinformationwhenthereisnoneed
foruscontinuingtoprocessitoryouhaveexercisedyourrightto
objecttoprocessing(seebelow).
• Objecttoprocessingofyourpersonalinformationwhereweare
relyingonalegitimateinterest(orthoseofathirdparty)andthereis
somethingaboutyourparticularsituationwhichmakesyouwantto
objecttoprocessingonthisground.
• Requesttherestrictionofprocessingofyourpersonalinformation
tosuspendtheprocessing,forexampleifyouwantustoverifyits
accuracyorthereasonforprocessingit.
• Requestthetransferofyourpersonalinformationtoanotherparty.
Ifyouwanttoexerciseanyoftheserights,pleasecontacttheData
ProtectionOfcerinwritingperthe‘Wheretoturnwithquestions’details
inthisnotice.Validrequestswillbehonoredwithin30calendardays
ofrequest.This30-dayperiodmaybeextendedforanothermonthfor
complexrequestswithnoticationofthereasonsfortheextensiontoyou.
AnysuchrequestsshouldbesubmittedtotheDataProtectionOfcer.
Youwillnothavetopayafeetoaccessyourpersonalinformation(orto
exerciseanyoftheotherrights).However,wemaychargeareasonable
feeifyourrequestforaccessisunfoundedorexcessive.Alternatively,we
mayrefusetocomplywiththerequestinsuchcircumstances.Inaddition,
theremayberequeststhatweareunableprocessbecauseofotherEU
legalrequirements.Ifarequestisdenied,wewillnotifyofthereason.
Wemayneedtorequestspecicinformationfromyoutohelpusconrm
youridentityandensureyourrighttoaccesstheinformation(orto
exerciseanyofyourotherrights).Thisisanotherappropriatesecurity
measuretoensurethatpersonalinformationisnotdisclosedtoany
personwhohasnorighttoreceiveit.
YoualsohavetherighttolodgeacomplaintwiththeUKInformation
Commissioner’sOfceorotherEUsupervisoryauthority.However,ifyou
haveacomplaintregardingtheprocessingofyourpersonalinformation,
werequestthatyourstcontacttheAsurionDataProtectionOfceras
indicatedintheWheretoturnwithquestionssectionofthisnoticeandwe
willreplypromptly.
I. Contact Details
Online: www.virginmedia.com/protect
Call: 03450303291
8am-9pmMondaytoFriday
9am-6pmweekends(closedBankHolidays)
Email: [email protected]
Writeto: VirginMediaProtect,POBox670,Brentford,TW81DA
*Callsto03numberscostthesameascallstoUKlandlinesstarting01and02.
Callchargesapplywhencallingfromabroad.Tondoutmoreaboutthecostofusing
yourphoneabroadvisit www.virginmedia.com/help/virgin-mobile-using-phone-abroad
Pleasenotestandardchargesapply,pleasecheckwithyournetworkoperatorfor
rates.Detailscorrectattimeofprint.
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