Additional protections provided by the Premium Care Product Protection Plan

Your Premium Care Product Protection Plan operates alongside any rights and remedies to which You may be entitled under the Consumer Guarantees Act 1993 and any other law that applies to the Covered Item. Your Premium Care Product Protection Plan does not affect or limit any rights under the Consumer Guarantees Act 1993, it gives You additional benefits over and above the guarantees of the Consumer Guarantees Act 1993. In summary these benefits include:

  • Cover is provided even if Your Covered Item fails due to Fair Wear and Tear rather than due to a manufacturing fault, where such protection is not available under the Consumer Guarantees Act 1993

  • Automatic replacement for an approved claim where the Purchase Price of a Covered Item is under $400 (or refund by way of Store Credit), where such replacement is not available under the Consumer Guarantees Act 1993

  • After a Covered Item has been repaired three times, Your Covered Item will be replaced should it fail again. Under the Consumer Guarantees Act 1993, Your Covered Item may continue to be repaired if the failure is not serious

  • Any repairs will be completed and the Covered Item returned or made available to You within 21 days, otherwise We will replace the Covered Item (or refund by way of Store Card). We consider that this may be a shorter repair timeframe than that provided in the Consumer Guarantees Act 1993 and that Your replacement is guaranteed

  • If a Covered Item in Your possession suffers a Breakdown while you are overseas, for an eligible claim We can authorise you to arrange for the Covered Item to be repaired while overseas at our cost

  • You are Covered if a Covered Item suffers a Breakdown due to a power surge

  • Premium Care Product Protection Plan is transferable if you sell the Covered Item.

  • Certain items will be Covered for Small Business use, where such protection is not available under the Consumer Guarantees Act 1993.

  • You have additional benefits of Cover for food spoilage and laundry costs even when Your Covered Item fails due to Fair Wear and Tear rather than due to a manufacturing fault, where such protection is not available under the Consumer Guarantees Act 1993.


    WHAT IS COVERED BY YOUR PREMIUM CARE PRODUCT PROTECTION PLAN

    The Premium Care Product Protection Plan applies to electrical or battery operated Items that are purchased for domestic use or Small Business use. Subject to the terms, conditions and exclusions of the Policy, We agree that if, during the period of Your Premium Care Product Protection Plan, the Covered Item suffers an unexpected electrical or mechanical failure, We may elect to repair or replace the Item.

    We will pay, subject to the terms, conditions and exclusions of the Premium Care Product Protection Plan, the cost for the Item to be repaired to normal working order or the replacement cost for anequivalent Item up to the original Purchase Price. If the Item has been repaired three times under the Premium Care Product Protection Plan and it fails for a fourth time, We will replace the Item in accordance with Our Replacement Terms.

    Regardless of the number of claims, the total amount payable is limited to the original Purchase Price of the Covered Item per claim.

    DURATION AND EXPIRY DATE OF YOUR PREMIUM CARE PRODUCT PROTECTION PLAN

    Your Premium Care Product Protection Plan commences on conclusionof the Manufacturer’s Warranty and expires when the first of thefollowing things occurs:

    • We replace the Covered Item as a result of a claim

    • We provide You with a Store Card as a result of a claim

    • The date that is one year, two years, three years or four years after the conclusion of the Manufacturer’s Warranty, depending on the Policy period You purchased

    • The date that is five years from the date You purchased the Covered Item. It is important for You to check the term of the Manufacturer’s Warranty. For example, if You purchase a Policy for four years and the Manufacturer’s Warranty is for more than one year, then Your Policy will expire in less than four years after expiry of the Manufacturer’s Warranty.

      Premium Care Product Protection Plan provides Coverage only to the extent not provided by any other service plan, warranty or insurance policy that Covers the Item subject to the terms and conditions of this Policy. You must first exercise Your rights under any such coverage before making a claim under Premium Care Product Protection Plan.

      REPLACEMENT TERMS

      We may replace Your Item with an equivalent product when We decide Your Item is not economically repairable. Technological advances may result in a replacement product with a lower selling price than
      the original Item. You will not be refunded the difference between the replacement cost and the original Purchase Price You paid for Your 
      Item. The replacement cost shall not exceed the original Purchase Price You paid for Your Item.

      Replacement of Your Item shall constitute fulfilment of this PremiumCare Product Protection Plan and any remaining period of Cover does not transfer onto Your new item.

    Where the original cost of the Item was $400 or less, and the Item suffers a Breakdown as Covered by the terms, conditions and exclusions of this Policy, You will receive a replacement product or a Store Credit. If We elect not to repair or replace Your Item, We will provide You with a Store Credit that has a value equal to:

    a. the recommended retail price of an item identical to the Covered Item or an item with equivalent specifications to the Covered Item; or

    b. where a replacement product with equivalent specifications is notavailable, the original Purchase Price.

    If You choose not to accept a replacement offered to You by Us, You will be entitled to a Store credit of the recommended retail price of the recommended replacement item only, which may be an item identical to the Covered Item or an item with equivalent specifications to the Covered Item.

    Replacement/Store credit Notice: If Your Covered Item is replaced or a Store credit is used as settlement, the faulty Item will become Our property. In this instance, the benefits under Your Premium Care Product Protection Plan will have been exhausted and Coverage will cease immediately and there will be no refund of the purchase price You paid for the Premium Care Product Protection Plan.

    ADDITIONAL BENEFITS

    Premium Care Product Protection Plan includes an additional benefit for food spoilage if Your Covered Item is a refrigerator or freezer. We will pay, subject to the terms and conditions of Cover, up to $300 per Policy where the spoilage was caused by or attributable to a fault that is the subject of a valid claim. You will be required to show evidence of food spoilage with food receipts and photos of the spoiled food.

    Where Your Covered Item is a clothes washer or clothes dryer, Premium Care Product Protection Plan provides an additional laundry service benefit. We will pay subject to the terms and conditions of Cover, up
    to $110 for laundry services during the period of Cover. The laundry service will need to have been incurred whilst the Covered Item in a valid claim is being addressed. Laundry service receipts will be required in the event of a valid claim.


    WHAT IS NOT COVERED

    Premium Care Product Protection Plan does not provide Cover for:

    • Items being used for commercial purposes unless being used within a Small Business

    • Any software or virus related faults

    • Products with less than a three (3) month Manufacturer’s Warranty

    • Failure caused by inherent defects such as date non-compliance or design defects

    • Consumable products such as cables, cords, cartridges, tapes, software items, batteries, fuses, bulbs including projector bulbs, projection TV lamps and bulbs, styli, ribbons, filters, toner and the like or peripherals

    • Damage caused prior to or during delivery

    • Failure as a result of improper or unauthorized modification or repair

    • Failure to follow the manufacturer’s installation or operating instructions or where the repairs being claimed for are not claimable under the manufacturer’s original warranty or are subject to manufacturer recall

    • Normal maintenance, cleaning, lubrication, alignment, tuning, reprogramming and/or adjustment to the Item

    • Cosmetic faults or damage which does not affect the operation of the Item

    • Failure caused by accidental or deliberate damage, neglect, abuse, wilful act, misuse, theft, sand, water or liquid damage, rust, corrosion or battery leakage, mildew and mould

    • Failure caused by damage from war, invasion or act of foreign enemy, hostilities, civil war, rebellion, riot, strikes, labour disturbance, lockout or civil commotion

    • Failure resulting from external sources including but not limited to, infestation of vermin, pests or insects, acts of nature, interference

    • Failure resulting from internal or external blocked pipes, hoses and/or filters

    • Failure caused by external wiring and connections, or non-compatibility of accessories

    • A burned computer screen due to it sitting idle for long periods

    • Failure of speakers as a result of overloading

    • Any consequential loss, damage or liability incurred as a result of an electrical or mechanical failure of the product, other than as specified in this Policy

    • Loss of software, data or CD-Rom disks as a result of viruses, malfunction or damage of an operating part

    • Repairs, replacements or any associated costs such as removal or installation costs which have not been authorised by the Administrator

    • Water damage if used under conditions which exceed product manufacturer’s water pressure guidelines

    • Any accessories purchased in addition to the Item, for example but not limited to memory cards, cases, bags, battery chargers and the like

    • Repairs on Items located permanently outside New Zealand

    • Breakdowns that occur within the Manufacturer’s Warranty; or

    • Breakdowns which are not reported within the term of the Cover.

      TRANSFER

      If You sell or gift the Covered Item, Premium Care Product Protection Plan can be transferred to the new owner if You call the Administrator on 0800 448 595 within seven days. 

      Our total liability under Premium Care Product Protection Plan is not increased as a result of any such transfer.

      WHAT TO DO IF YOUR COVERED ITEM FAILS AND YOU NEED TO MAKE A CLAIM

      Review the manufacturer’s product manual and instructions, as this will often pinpoint what is wrong and advise You how to remedy the failure. If this fails to identify the problem or the Item needs repair, You may lodge Your claim at www.claimstwg.nua.com.au or contact Us on 0800 448 595 and We will direct You to an appropriate service centre orarrange for a service call. Please ensure You have Your Retailer’s Tax Invoice available when calling.

      Please note that costs associated with repair, removal or installation ofthe Item will not be paid unless first authorised by Us and performed by a repairer who has been authorised by Us.

      We may avoid or reduce a claim under Your Premium Care Product Protection Plan if You make any misrepresentation or any fraudulent ordishonest act or omission in connection with the claim

    SUBROGATION

    When We pay a claim under the Premium Care Product ProtectionPlan, We have the right to take over and enforce any right to recover the loss from another party. We may do this in Your name and You have an obligation to assist as required.

    DISPUTE RESOLUTION

    Should You have a concern relating to any area of Our business or Your Policy, You may request that it be dealt with by the supervisor or manager directly responsible for that area. If Your complaint is not resolved by the supervisor or manager, Your complaint may then be referred to Our Internal Dispute Resolution Facility (IDR Facility). You can contact Our IDR Panel (the IDR Panel):

    • by phone on 0800 443 881

    • by emailing us at customerfeedback@thewarrantygroup.com; or

    • by writing to Virginia Surety Company, Inc. P.O. Box 355, Christchurch New Zealand.

      We will respond to Your complaint in writing provided we have all the necessary information. If You are not satisfied with the outcome You may refer the matter to the Insurance and Financial Services Ombudsman (IFSO) within 2 months from the date of the IDR Panel’s decisions. The IFSO may be contacted:

    • by phone on 0800 888 202 (free call);

    • by writing to PO Box 10845, Wellington 6143 New Zealand

    • by emailing them at info@ifso.nz

    • on the web www.ifso.nz

      Alternatively, if You disagree with the IDR Panel’s decision and You do not wish to refer Your dispute to the IFSO, You may refer Your dispute to a formal legal process such as the courts.

      This Policy is governed by the laws of New Zealand and by acceptingthis Policy You submit to the non-exclusive jurisdiction of the New Zealand courts in respect of all matters relating to this Policy.
      None of the above affects Your rights under New Zealand consumer legislation, including the Consumer Guarantees Act 1993, and You may 
      invoke those rights at any time.

      YOUR PRIVACY

      Pursuant to the Privacy Act 1993, please note the following information:

      Under this Policy, information is collected about You. The information collected is held by the Administrator and used by the Administrator and the Insurer (and their contractors and agents) to administer Your Policy. If You do not provide this information, We may decline Your application to take out the Policy. You have the right to access, and request correction of this information, subject to the provisions of the PrivacyAct 1993. If You have any questions about the information collected about You, please contact the Administrator at customerfeedback@thewarrantygroup.com.