Full Protection Insurance

Policy Document

1. Policy
This Policy Document, along with Your Certificate of Insurance, is evidence of the insurance
contract between You (the Policyholder) and Us (the Insurer).

This document sets out

• the terms and conditions of Your cover;
• what the Policy does and does not cover;
• the conditions that You must abide by;
• and general Policy exclusions.

You have made a reasoned decision on the basis of the information provided to take this Policy and
We have not provided You with any personal recommendations with regards to the suitability of this
Policy for You and/or Your circumstances. You can cancel this insurance in line with section 7
should You decide the Policy is no longer suitable or required.
Please read this document carefully.

2. Eligibility
You will be eligible for cover under this Policy, so long as:
a) the Rental Vehicle is not a motorhome, campervan, commercial vehicle, motorcycle or moped;
and
b) You are one of the drivers specified in the Car Rental Agreement.

3. What is covered by this Policy?

Subject to the terms as described here, this Policy will cover:
a) the amount of any damage Excess You have paid or have to pay if Your Rental Vehicle is
involved in an Incident;
b) charges arising from the Incident for damage to the Rental Vehicle's exterior or mechanical
components that are not covered by the insurance/cover included with
Your Car Rental Agreement, including:
i. bodywork, roof, undercarriage
ii. windscreen, windows, mirrors, locks
iii. wheels, tyres, hubcaps, engine, clutch, battery;
c) immobilisation charges (charges that You have to pay the Car Rental Company to compensate
for its loss of earnings while the Rental Vehicle is being repaired after the Incident and cannot
be rented out);

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d) essential taxi or towing charges that You have to pay as the result of a breakdown or the
Incident;
e) charges that You have to pay to regain entry to the Rental Vehicle after locking Yourself out or
losing its key(s);
f) the amount of any theft protection Excess You have paid or have to pay if You claim on the
Rental Vehicle’s theft protection policy; and
g) any administration fees charged to You by the Car Rental Company due to the Incident.

4. What is NOT covered by this Policy?

4.1 This Policy will not provide any cover for:
a) any Incident occurring under circumstances where You have failed to abide by the terms of
the Car Rental Agreement, including (but not limited to) driving in breach of the law,
misfuelling, or driving under the influence of drugs or alcohol in breach of the law;
b) taking the Rental Vehicle outside the territory specified in Your Car Rental Agreement;
c) amounts paid by You for any service of the Rental Vehicle not approved by the Car Rental
Company, including repairs and roadside assistance;
d) cleaning charges or damage to the Rental Vehicle's interior (other than as required following
an Incident);
e) charges, expenses or costs for damage to/loss of child seats, GPS devices or other 'extra'
equipment included in the Car Rental Agreement;
f) anyone’s Personal Possessions or Valuables, even if stolen or damaged as a direct
consequence of the Incident or other loss/damage involving the Rental Vehicle; or
g) any other expenses that You may incur including but not limited to hotel or accommodation
costs, any unused days under Your Car Rental Agreement or any other out-of-pocket
expenses not covered under section 3.

4.2 General Policy Exclusions

The following exclusions apply to the whole of Your Policy and We will not cover You for any claim
arising from:

a) war, invasion, act of a foreign enemy, hostilities (whether war is declared or not) civil war, civil
commotion, rebellion, revolution, insurrection, military force, coup d’état, terrorism or weapons
of mass destruction;
b) any epidemic or pandemic;
c) You not following any suggestions or recommendations made by any government or other
official authority, including the Foreign and Commonwealth Office, during the Period of
Insurance;
d) the order of any government or customs officials;
e) ionising radiation or radioactive contamination from nuclear fuel or nuclear waste or any risk
from nuclear equipment;
f) any currency exchange rate changes;
g) You acting in an illegal or fraudulent way or causing deliberate damage to the Rental Vehicle;
h) any damage covered by Your Car Rental Agreement;

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 i) any Incident or damage that occurs as a result of Your use of alcohol or drugs;
j) use of the Rental Vehicle in breach of any Applicable Law or equivalent requirements and/or
the Car Rental Agreement;
k) Your failure to comply with any Applicable Law or equivalent requirements in respect of which
the Car Rental Agreement has been made;
l) any Incidents if the Rental Vehicle is driven off a Public Highway;
m) You driving a Rental Vehicle not named in the Car Rental Agreement; or
n) any defect or damage which existed at the time that You picked up Your Rental Vehicle. It is
Your sole responsibility to check the Rental Vehicle when You pick it up, and notify the Car
Rental Company of all pre-existing defects and/or damage, before You drive the Rental
Vehicle.

Finally, please note that We will not provide cover, pay any claim or provide any benefit if doing so
would expose Us to any sanction, prohibition or restriction under United Nations resolutions or the
trade or economic sanctions, laws or regulations, of the European Union, United Kingdom or United
States of America.

5. General conditions
The following conditions apply to the whole of Your Policy. We will only pay Your claim if You have
satisfied all of these conditions:

a) You must:
i. take reasonable care to protect the Rental Vehicle and Your property against accident,
injury, loss and damage, and
ii. act as carefully as You would if the Rental Vehicle had no cover at all, and do everything
possible to minimise any potential claim.
b) You must have a valid Car Rental Agreement.
c) If You choose to extend Your Car Rental Agreement beyond the initial period, We may extend
Your Policy or issue a new one. You must contact Us if You wish to arrange this. Your Policy
will not continue automatically if You extend Your Car Rental Agreement.
d) You must notify Us of Your claim within 3 months of the Incident.

6. How to make a claim

Visit the Rentalcars.com claims website at www.rentalcars.com/CustomerService.do, or go to
www.rentalcars.com > Contact us > Completed rental where You will be able to register Your claim
online and upload copies of the documentation We require.
Please provide Us with full details of everything related to Your claim, and any information We ask
for.
You will need to provide some or all of the following to support Your claim:
a) Your signed Car Rental Agreement (if You do not have it, You can request a copy from the Car
Rental Company);

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b) confirmation from the Car Rental Company of the condition of the Rental Vehicle when You
picked it up;
c) evidence from the Car Rental Company of the Excess or any other fees charged;
d) details of any other insurance You may have that may cover the same loss;
e) a detailed account of the circumstances surrounding the Incident (including photographic and
video evidence if You have it);
f) a written police report (if applicable).

If You have any queries regarding a claim, or require assistance, please email
claims@rentalcars.com
In cases where a third party has been involved in an accident We require confirmation from the Car
Rental Company that liability for the accident has been determined (and any legal cases settled)
before We can process Your claim; in certain cases this can significantly longer than cases without
third-party involvement. We will update You regularly of the progress of Your claim.

7. Cooling-off period and cancellation

You have a right to change Your mind (and cancel this Policy) up to 14 days from the date You
receive Your Certificate of Insurance.

During this 14-day period:

a) If You cancel the Policy before the start date of Your Car Rental Agreement, We will refund
Your payment in full;
b) If You cancel the Policy on or after the start date of Your Car Rental Agreement, We will refund
the cost of each full unused calendar day, based on the daily premium rate.

After this 14-day period:

a) If You cancel the Policy before the start date of Your Car Rental Agreement, We will refund
Your payment in full;
b) You will not be able to cancel the Policy on or after the start date of Your Car Rental
Agreement.

How You can cancel this Policy

Visit the Rentalcars.com website at www.rentalcars.com > Manage booking, where You will be
able to cancel Your Policy online.

Our right to cancel

We may cancel this Policy by giving You at least 14 days’ notice by email if You cease to comply
with the terms and conditions of this Policy in any significant respect.
If We exercise Our right to cancel the Policy (except in cases of fraud, as explained below), We will
refund the cost of each full unused calendar day, based on the daily premium rate.

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We may cancel this Policy with immediate effect by giving You notice and without refund if You
make or try to make a fraudulent claim under Your Policy or You are abusive or threatening towards
Our staff.
The Car Rental Agreement is a separate contract to this Policy. Cancelling this Policy will not have
the effect of cancelling the Car Rental Agreement, and We will not automatically refund the cost of
Your car hire if You cancel this Policy.

8. Jurisdiction and law

Unless You and We agree otherwise, this Policy will be governed by and construed in accordance
with Maltese law which will have exclusive jurisdiction on any Policy disputes between Us. Where
this Policy is provided in multiple languages, the version of this Policy, in the language you chose
when You purchased the Policy, shall prevail over versions of this Policy in any other language.
As a consumer, You will benefit from any mandatory provisions of the law of the country in which
You are resident. Nothing in this Policy, including Maltese law, affects Your rights as a consumer to
rely on such mandatory provisions. ***
All correspondence from Us to You will be in the language You chose when you purchased Your
Policy, unless You specifically request otherwise.

9. Definitions/common meanings
a) Applicable Law: all laws, regulations, legal obligations and requirements in force in each
country within which You are permitted to drive the Rental Vehicle under the terms of the Car
Rental Agreement.
b) Car Rental Agreement: the contract between You and the Car Rental Company, in relation to
Your hire of the Rental Vehicle.
c) Car Rental Company: the company from which You have agreed to hire the Rental Vehicle.
d) Certificate of Insurance: the document that contains the name of the Policyholder and gives
details of the cover provided by this Policy.
e) Excess: the specified amount up to which You could be charged under the Collision Damage
Waiver and/or Theft Protection Policy provided under Your Car Rental Agreement.
f) Incident: an unexpected event resulting in damage to the Rental Vehicle caused by fire,
vandalism, road accident or theft occurring during Your hire period, for which You are liable
under the Car Rental Agreement.
g) Insurer: TravelJigsaw Insurance Limited trading as Rentalcars.com Insurance.
h) Period of Insurance: Your hire period as shown on Your Certificate of Insurance. All cover ends
on the expiry date shown on Your Certificate of Insurance.
i) Personal Possessions: any suitcases, bags, or similar (including their contents) and anything
worn or carried (including Valuables and passport(s)) in the Rental Vehicle.
j) Public Highway: a main road or thoroughfare, such as a street, boulevard, or car park,
available to the public for use for travel or transportation.
k) Policy: the contract of insurance between You and Us incorporating all of the terms and
conditions set out in this document.

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l) Privacy Policies: the Privacy Policies of (a) TravelJigsaw Limited and (b) TravelJigsaw
Insurance Limited as may be updated from time to time.
m) Rental Vehicle: the vehicle owned by a licensed car rental company or agency, which You
have agreed to hire from them.
n) Valuables: items such as jewellery, watches, furs, binoculars, telescopes, computer games,
any kind of photographic, audio, video, computer, television, fax and phone equipment
(including mobile phones), MP3 players, PDAs, electronic games, TVs and CDs, mini discs,
DVDs, cartridges, video and audio tapes, and items made of or containing (semi)precious
metals or stones.
o) We/Us/Our: TravelJigsaw Insurance Limited and its authorised agents and suppliers.
p) You/Your/Policyholder: each person who is shown on the Certificate of Insurance, and/or
named on the Car Rental Agreement as authorised to drive the Rental Vehicle.

10. Complaints
We are committed to providing You with an exceptional level of service and customer care.
If You feel Your claim was poorly handled, We want to hear about it so We can try to put things
right. If You have a complaint about Our service, You can email Us
at insurancecomplaints@rentalcars.com
We will deal with Your complaint as soon as We can and try to reach a resolution that both You and
We are happy with. If We are unable to reach a resolution within 4 weeks, or if You are not happy
with Our resolution, You will have the right to refer the matter to: Director – Head of Compliance
Function, TravelJigsaw Insurance Limited, 3rd Floor Development House, St Anne Street Floriana,
FRN 9010 Malta.
If You are still unhappy, You may seek assistance from: The Complaints Officer, Malta Financial
Services Authority, Notabile Road, Attard, BKR14 Malta.

Email: consumerinfo@mfsa.com.mt

You also have the right to complain to the UK Financial Ombudsman Service, Exchange Tower,
London E14 9SR. Email: complaint.info@financial-ombudsman.org.uk

Telephone: 020 7964 1000

11. Use of Your personal data

We place the utmost importance on keeping Your information safe, secure and confidential.
Please read through the Privacy Policies which are available at

www.rentalcars.com/en/privacy/

These define how We use information about You for the purpose of providing You with claims
services and also to help Us prevent and detect fraud, money laundering or similar activity.

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Personal Information
By purchasing Our products and services, You are agreeing that We may:
a) disclose and use information about You and Your insurance cover to companies within the
Priceline group of companies, and to its service providers and agents, in order to administer
and service Your insurance cover, to collect payments, for fraud prevention, and otherwise as
required by Applicable Law;
b) monitor and/or record Your telephone calls in relation to cover, to ensure consistent servicing
levels and account operation; and
c) undertake all of the above within and outside the United Kingdom and the European Union.
This includes processing Your information in other countries in which data protection laws are
not as comprehensive as in the European Union. However, We have taken appropriate steps
to ensure the same (or equivalent) level of protection for Your information in other countries, as
there is in the European Union.

If You want to know what information We hold about You, please write to Us at:

dataprotectionofficer@rentalcars.com

Information about You is only held for so long as appropriate.

Please let Us know if You think any information We hold about You is inaccurate, and We will
correct it promptly. The information We hold about You is confidential. We will only ever disclose it
to another party with Your consent, or if the law requires Us to disclose it.
We monitor and record phone calls to help maintain Our quality standards and for security
purposes.

12. General
Only You and We may enforce the terms of this Policy. No other person shall be able to. If You or
We elect not to enforce any right under this Policy, this shall not affect Your or Our ability to rely on
any other rights which may arise in future.
If any part of this Policy is held to be legally invalid, this shall not affect the validity of any other parts
of the Policy.

13. Contact Details and Regulatory information

13.1 Insurer
This Policy is underwritten by TravelJigsaw Insurance Limited (trading as Rentalcars.com
Insurance) of 3rd Floor Development House, St Anne Street, Floriana, Malta FRN 9010, Europe.
The company registration number is C82173. Traveljigsaw Insurance Limited is authorised by the
Malta Financial Services Authority to carry on General Business of
Insurance under the Insurance Business Act 1998.

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13.2 Intermediary
TravelJigsaw Limited trading as Rentalcars.com is an insurance intermediary and is an Appointed
Representative of Cover Genius Limited. Cover Genius Limited accepts all regulatory responsibility
for TravelJigsaw Limited as its Appointed Representative.
TravelJigsaw Limited is a limited company registered in England and Wales
(Number: 05179829) whose registered address is at 100 New Bridge Street, London, EC4V 6JA.
Rentalcars.com is a part of The Priceline Group (Nasdaq:PCLN).
TravelJigsaw Limited acts as agent of the Insurer in relation to this Policy, including its sale, the
handling of claims and complaints, and the collection of Policy premiums from You the Policyholder.
The Insurer accepts that it will be deemed to receive any premium due from You when You have
paid the premium to Rentalcars.com and the Insurer accepts that You will not be deemed to receive
any amounts due to You until You actually receive such payments from Rentalcars.com.

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