Insured:
What is covered:
Dear Policyholder
This policy wording conrms that, in return for the premium you have paid and subject to the terms and conditions of this policy, you have a
contract of insurance with the Insurer, Novus Underwriting Limited on behalf of Millennium Insurance Company Limited who agree to meet the
type of claims set out above under ‘What is Covered’, that are made by the insured for the products occurring during the period of cover.
Your policy does not cover every eventuality. Please read the Terms and Conditions carefully for full details of what is covered, what is not covered
and how to make a claim. This document contains all the Terms and Conditions which apply to this policy. If you have existing policies that give the
same cover elsewhere, you will need to consider whether you may be paying for duplicate cover.
How to claim: Online at claim.castelangroup.com or call 01934 423 774
Policy Details:
PS(VM)SSA 0724 CSN.NOV.MLN v1
IMPORTANT: If the actual delivery date of your product differs to that shown on this Certicate of Insurance, please notify the administrator at the
point of claim or by emailing mypolicy@castelangroup.com quoting your Certicate Number and the actual delivery date of your product.
DEMANDS AND NEEDS: This insurance policy meets the demands and needs of those who wish to insure their product against accidental staining
and accidental damage for the period of cover. Furthermore, and if an additional premium has been paid, this insurance will also provide cover for
structural defects.
Certicate No:
Page 1 of 4
Certicate of Insurance
Terms and Conditions
PS(VM)SSA 0724 CSN.NOV.MLN v1
Page 2 of 4
INTENTION OF THIS INSURANCE
The intention of this insurance policy is to provide cover for specic individual
accidental events that result in staining or damage to your new product.
It is not a general cleaning or maintenance contract. As such, cover is not
provided for staining or damage, accidental or otherwise, which has occurred
or accumulated over a period of time or is from normal everyday use.
Furthermore, and if the additional premium has been paid, this insurance will
also provide cover for specic structural defects or faults found outside of
the manufacturer’s or retailer’s guarantee period but are not as a result of
wear and tear through use of the product.
You and your family must take all reasonable precautions to safeguard
the product and to avoid damage to it. This includes, but is not limited
to, ensuring that the product is maintained in accordance with the
manufacturer’s instructions. If you fail to do so any claim you make may be
rejected by the administrator.
INTRODUCTION
Accidental staining, accidental damage and structural defects insurance policy
is arranged and administered by Castelan Limited and underwritten by Novus
Underwriting Limited on behalf of Millennium Insurance Company Limited.
Castelan Limited is registered in England and Wales under Company No. 7637133,
with its registered office address at Alpha House, Sunnyside Road North, Weston-
super-Mare, North Somerset, BS23 3QY. Castelan Limited is authorised and
regulated by the Financial Conduct Authority (Firm Reference No. 572287).
This policy is underwritten by Novus Underwriting Limited on behalf of Millennium
Insurance Company Limited, regulated by the Gibraltar Financial Services
Commission (“GFSC”) under the Financial Services (Insurance Companies) Act to
carry on insurance business. Reg No. 82939. Its principal office is PO Box 1314, 13
Ragged Staff Wharf, Queensway Quay, Gibraltar, GX11 1AA.
Novus Underwriting Limited is registered in England and Wales under Company
No. 10844265, with its registered office address at Cumberland House, 129 High
Street, Billericay, Essex, CM12 9AH. Novus Underwriting Limited is an appointed
representative of Consilium Insurance Broker Ltd, which is authorised and regulated
by the Financial Conduct Authority (Firm Reference No. 306080).
Millennium Insurance Company Limited is regulated by the Gibraltar Financial
Services Commission (“GFSC”) under the Financial Services (Insurance Companies)
Act to carry on insurance business. Its principal office is PO Box 1314, 13 Ragged Staff
Wharf, Queensway Quay, Gibraltar, GX11 1AA. (Firm Reference No. 82939).
The authorisation details of each firm can be checked on the Financial Services
Register at https://register.fca.org.uk/ or by calling 0800 111 6768.
As the retailer ultimately acts as agent for the insurer under a delegated authority,
monies paid to (or held by) the retailer in relation to the insurance contract are
treated as having been paid to (or held by) the insurer.
HOW TO CLAIM
The easiest way to register your claim is online at claim.castelangroup.com.
You can also call the administrator on 01934 423 774. Any claim should
be made as soon as possible, but no longer than 28 days after noticing the
damage. For more information, please see section 6 ‘Claim Process’.
1 DEFINITIONS
The words or expressions detailed below have the following meaning wherever
they appear in this policy in bold.
Accidental damage: A sudden and unforeseen accidental event resulting in
damage to the product(s) not otherwise excluded under this policy.
Accidental staining: A sudden and unforeseen accidental event, resulting in a
stain to the product(s) not otherwise excluded under this policy.
Administrator: Castelan Limited, appointed to administer this insurance policy
on behalf of the insurer.
Data Controller: The insurer and administrator, who each determine the
purposes and means of processing your personal data.
General Data Protection Regulations: The UK General Data Protection
Regulation (UK GDPR), tailored by the Data Protection Act 2018.
Insured, you, your: The person or persons whose name and address is shown
under the ‘Insured’ section on your Certicate of Insurance.
Insurer, our, us, we: Novus Underwriting Limited on behalf of Millennium
Insurance Company Limited.
Manufacturer’s or retailer’s guarantee period: As shown in the following
table, a dened period of years from the start date of this policy, within which
the manufacturer or retailer are responsible to remedy any faults or defects.
Product component
Manufacturer’s or retailer’s guarantee
period (from delivery)
Frame 10 years
The frame refers to the structural support of the sofa only before the sofa is
upholstered. This does not include components such as springs, spring clips
or arm cards.
Note: As the length of the manufacturer’s or retailer’s guarantee period
provided for the components listed exceeds the expiry of this policy there is no
cover for these components in this policy. These defects should, therefore, be
reported to the retailer.
Period of cover: The period specied in the ‘Policy Details’ section on your
Certicate of Insurance.
Product, products: The item(s) detailed under the ‘Policy Details’ section on
your Certicate of Insurance.
Structural defects: Manufacturing faults found outside of the manufacturer’s
or retailer’s guarantee period that have occurred due to faulty or defective
components not otherwise excluded under this policy.
Wear and tear: The gradual deterioration associated with normal use and age
of the product.
2 ELIGIBILITY
You are eligible to take out this policy if you meet all of the following criteria:
• you are 18 or older at the date of purchase;
• you are resident in the UK, Channel Islands or Isle of Man;
• the price of the product(s) purchased has a value of no more than £20,000;
• the product(s) must be used for your own domestic purposes; and
• the product(s) must be new at the start date of this policy and free from damage.
3 PERIOD OF COVER
i) Your cover for accidental staining and accidental damage will start from the
date shown in the ‘Policy Details’ section on your Certicate of Insurance;
ii) Your cover for structural defects will start following the expiry of the
manufacturer’s or retailer’s guarantee period;
iii) Your insurance terminates as soon as any of the following events occur:
a) your policy expires on the date shown in the ‘Policy Details’ section on
your Certicate of Insurance;
b) you, or anyone representing you defrauds or deliberately misleads us or
the administrator; or
c) your claim has been settled by replacement or credit note; or
d) the premium for this insurance is not paid; or
e) you modify the product; or
f) you or the insurer cancels the policy in accordance with section 8
‘Cancellations and Refunds’
It is our intention that this insurance cannot be renewed.
4 WHAT IS COVERED
Accidental staining and accidental damage
You are covered under this insurance policy for a sudden and unforeseen
accidental event that results in staining or damage to your product.
You are also covered for one instance of accidental damage caused by your pet.
Examples of claims that would be covered by this policy include:
Yesterday, you tripped and spilt a drink and it has caused a stain on
your footstool.
Earlier today, whilst completing a crossword, you dropped your pen
and it has marked your leather chair.
Last night, your cat was startled and caused a scratch to the arm of
your sofa.
Yesterday, you got up from your sofa and your keys got caught and
ripped the fabric.
These claims would be covered because they have happened suddenly.
Examples of claims that would not be covered by this policy include:
Over the past few months, staining from food and drink has built up on
your sofa.
Over time, the seat you most regularly use has changed colour because
of dye transferring from your clothing.
Since owning your furniture, your dog has, on numerous occasions,
caused multiple areas of damage.
Having already claimed for one instance of accidental damage caused
by your pet, it has caused further damage.
These would not be covered because the damage or staining has built
up over a period of time or have exceeded the amount of times you can
claim for pet damage.
PS(VM)SSA 0724 CSN.NOV.MLN v1
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NOTE: Please report each claim as it happens. Cover is not provided for staining
or damage, accidental or otherwise, which has occurred or accumulated over a
period of time.
Structural Defects Top Up
If you have paid the additional premium and it is shown on the front of this
Certificate of Insurance within the section ‘What is Covered’ as ‘Structural’, you
will be covered for defects or faults that are not covered by the manufacturer’s
or retailer’s guarantee for the period of cover.
Note:
• Structural defects arising during the manufacturer’s or retailer’s
guarantee period must be reported to the retailer from whom you
purchased your product.
• As the length of the 10 year manufacturer’s or retailer’s guarantee
period provided for the frame exceeds the expiry of this policy there is
no cover for the frame in this policy. These defects should, therefore, be
reported to the retailer.
Examples of claims that would be covered by this policy include:
Due to faulty wiring, the handset for the recliner mechanism no
longer works.
Due to a poor weld in the recliner mechanism, the mechanism has
collapsed.
Due to poor workmanship during construction, the stitching has
come undone.
These claims would be covered because they are faults with the product,
but must have occurred following the expiry of the manufacturer’s or
retailer’s guarantee period.
Examples of claims that would not be covered by this policy include:
Over time, and through normal usage, the cushion interiors have lost
their shape and support.
Due to the accumulation of natural bodily oils, the leather has started to
crack or peel.
Since owning the furniture, you notice changes to the colour of your
furniture especially in areas that are in regular use.
You have noticed that a USB port on your sofa has stopped working.
These would not be covered because the issue has arisen through normal
use and wear or is otherwise excluded from this policy.
5 WHAT IS NOT COVERED
Any claim for or resulting from the following will not be covered:
1 Damage caused deliberately by you or any person;
2 Any damage resulting from wear and tear;
3 Any damage resulting from neglect, abuse, or misuse of the product;
4 The effects of sunlight, wind, weather, rusting, radiation, building re, smoke damage,
ooding, water damage from leaking pipes or corrosion upon the product;
5 Structural defects in products manufactured with a defective design or
specication and subject to a manufacturer recall;
6 Changes in colour or damage to any part of the product caused by sunlight,
perspiration, natural hair and body oils or wear and tear;
7 The gradual accumulation of damage or staining, accidental or otherwise;
8 Accidental staining or accidental damage caused by the use of incorrect or
inappropriate cleaning products or cleaning methods;
9 The removal of any odour even when caused by a stain covered by this
insurance policy;
10 Any damage caused during delivery, assembly or disassembly of the product;
11 Pet damage which has accumulated over a period of time or, if an incident of
pet damage has already been covered, any subsequent pet damage except
accidental staining caused by pet uids;
12 Damage caused by any animal other than your pet(s);
13 Natural characteristics of leather such as brands, bites, tick marks and opened scars;
14 Costs, expenses or any other nancial loss, such as loss of earnings, other
than the cost we agree for cleaning, repairing or replacing the product;
15 Use of the product in business premises or in residential premises which you
let or sublet;
16 Use of the product outside the United Kingdom, Channel Islands and the
Isle of Man;
17 Structural defects rst discovered before the expiry of the manufacturer’s
or retailer’s guarantee period;
18 Components covered by the retailer’s 10 year guarantee;
19 Damage to, or failure of, the product, as a direct result of the failure of
the components which are covered under the manufacturer’s or retailer’s
guarantee period;
20 Any damage to, or failure of, media accessories such as USB ports and speakers;
21 Damage not consistent with the original claim or misrepresentation of an
occurrence;
22 War: Any direct or indirect consequence of war, civil war, invasion, acts of
foreign enemies (whether war be declared or not), rebellion, revolution,
insurrection, military or usurped power, or conscation, nationalisation,
requisition, destruction of or damage to property by or under the order of
any government, local or public authority;
23 Terrorism: Any direct or indirect consequence of terrorism as dened by the
Terrorism Act 2000 and any amending or substituting legislation. We will, however,
cover any loss or damage (but not related cost or expense), caused by any act of
terrorism provided that such act did not happen directly or indirectly because of
biological, chemical, radioactive or nuclear pollution or contamination or explosion;
24 Radiation: Any direct or indirect consequence of: Irradiation, or contamination
by nuclear material; or The radioactive, toxic, explosive or other hazardous or
contaminating properties of any radioactive matter; or Any device or weapon
which employs atomic or nuclear ssion or fusion or other comparable
reaction or radioactive force or matter.
6 CLAIM PROCESS
HOW TO MAKE A CLAIM
The easiest way to register your claim is online at claim.castelangroup.
com. You can also call the administrator on 01934 423 774. Any claim
should be made as soon as possible, but no longer than 28 days after
noticing the damage. If you report a claim after 28 days we may not
consider your claim. Claims outside of this timeframe will be considered
on a case by case basis.
HOW WE WILL SETTLE CLAIMS:
Valid claims will be settled by cleaning or repairing the damaged
product. If the product cannot be cleaned or repaired, we will provide
a replacement or a credit note. If a repair can be made, it must be
considered prior to a replacement being considered.
CLEANING:
In the event of a claim for accidental staining, the administrator’s rst
response may be the despatch of a specialist cleaning product for you to
use on the stain. If the cleaning product is unsuccessful in removing the
stain, please follow the instructions provided with the cleaning product. The
administrator may then arrange for an inspection of your product to decide
upon the most economical method of settling your claim, which may involve
us completing a repair.
REPAIRS:
Our technicians carry with them most of the equipment needed to
complete cleaning or repairs in your home on our first visit, but on occasion
we will need to order parts to complete the repair. Where leather and fabric
parts are ordered it is important to note that over time the colour, shade
and appearance of your product is likely to change and therefore, in the
event new parts are required, we will supply them based on the original
appearance of your product. Wherever possible we will try and limit any
differences but our liability is to repair the product based on the original
specification. We may decide to offer you the option of a cash settlement to
the value of our repairs, in lieu of any repairs being carried out.
You can make an unlimited number of claims for cleaning and repairs,
however at our discretion we may decide that cleaning or repairing your
product is not the most appropriate resolution and will settle your claim
with a replacement or credit note.
NOTE: If we arrange for a technician to attend your home to inspect the
product and the technician is unable to gain access to the product, you
will be responsible for the cost of the appointment before we will arrange
for the technician to re-attend. The administrator’s standard missed
appointment fee is £20.
REPLACEMENT OR CREDIT NOTE:
If we are not able to clean or repair the damaged product satisfactorily
we will arrange for a replacement product of the same specication. If
this is not possible we will arrange a credit note to be used at the retailer
where you originally purchased your product. If it is not possible to use
this retailer, we will arrange for the credit note to be used at an alternative
retailer of our choice. The value of either a replacement or credit note will
be limited to the value you paid for your product.
If we provide you with a replacement or credit note, we reserve the
right to take sole ownership of the damaged product. If we choose to
take ownership, the damaged product will be collected from you. If we
choose not to collect the damaged product, the ownership of it and the
responsibility for it (including disposing of it) will remain solely with you.
Where items are non-integral and therefore easily separated, such as a
sideboard and chest of drawers, arm caps, scatter cushions and other
accessories, they are treated as separate products in the event of a claim.
PS(VM)SSA 0724 CSN.NOV.MLN v1
Page 4 of 4
7 FRAUDULENT CLAIMS
You must not act in a fraudulent manner. If you (or anyone acting for you):
i) make a claim under the insurance knowing the claim to be false or
fraudulently exaggerated in any respect;
ii) make a statement in support of a claim knowing the statement to be false in
any respect;
iii) submit a document in support of a claim knowing the document to be
forged or false in any respect; and/or
iv) make a claim in respect of any loss or damage caused by your wilful act;
We may:
a) not pay the claim or any other claim made under the insurance;
b) declare the insurance void and not make any return of premium;
c) be entitled to recover from you the amount of any claim already paid under
the insurance; and/or
d) inform the police of the circumstances.
8 CANCELLATION AND REFUNDS
You have 14 days from receipt of these terms and conditions in which to cancel
this insurance policy if, for any reason, you decide that it does not meet your
demands and needs.
To cancel this insurance policy, please return to the retailer where you bought
this insurance policy together with your Certificate of Insurance and proof of
purchase. On the condition that no claims have been made, or are pending, the
retailer will refund your premium in full.
No refund of premium will be made if you have made a claim, if a claim is
pending or if you cancel this insurance policy after 14 days from receipt of this
insurance policy.
The insurer may at any time cancel any insurance document by giving 14 days’
notice in writing where there is a valid reason for doing so. A cancellation letter
will be sent to you at your last known address. Valid reasons may include but
are not limited to:
a) Fraud
b) Non-payment of premium
c) Threatening and abusive behaviour
d) Non-compliance with policy terms & conditions
e) You have not taken reasonable care to provide complete and accurate
answers to the questions we ask.
Provided the premium has been paid in full, you will be entitled to a pro rata
refund of premium paid for the insurance policy based on the number of full
months remaining on the period of cover less the value of any claims made
under the insurance policy.
9 GENERAL ADMINISTRATION TERMS AND CONDITIONS
i) The administrator will administer your insurance policy and settle all claims
in accordance with these terms and conditions.
ii) You are responsible for informing the administrator of a change of your
address by emailing mypolicy@castelangroup.com.
iii) You cannot transfer this insurance policy to another person.
iv) This insurance policy is governed by English law. If there is a dispute, it will
only be dealt with in the courts of England or Wales.
v) To improve the quality of our service, we will be monitoring and recording
some telephone calls.
vi) When your cover under the insurance policy ends, it will not have a cash or
surrender value.
vii) We may amend these Terms and Conditions for legal or regulatory reasons.
Where this change benets you, we will make the change immediately and
notify you of the change within 28 days. In all other cases we will write to
advise you of the change at least 28 days prior to any change taking effect.
If you wish to cancel your policy, you may cancel it and you will receive a
pro rata refund of the premium paid for the policy based on the number of
full months remaining on the period of cover after the value of any claim(s)
have been deducted, where applicable.
10 COMPLAINTS PROCEDURE
Our aim is to provide you with a high quality service at all times, although we
do appreciate that there may be instances where you feel it is necessary to
lodge a complaint.
If you have a complaint about how your claim has been handled, or how your
policy has been administered, please contact the administrator by email at
customercar[email protected] or by telephone on 01934 423 774
or by writing to: Castelan Ltd, Customer Care Manager, Alpha House,
Sunnyside Road North, Weston-super-Mare, North Somerset, BS23 3QY,
United Kingdom. In some cases the administrator may refer your complaint
to Novus Underwriting Ltd, 4th Floor, 34 Lime Street, London EC3M 7AT.
Email: [email protected]
If your complaint is about the sale of this insurance policy the administrator
may refer you to the retailer from whom it was purchased.
If it is not possible to reach an agreement, you have the right to make
an appeal to the Financial Ombudsman Service. This also applies if you
are insured in a business capacity and have an annual turnover of less
than €2 million and fewer than ten staff. You may contact the Financial
Ombudsman Service at: The Financial Ombudsman Service, Exchange
Tower, Harbour Exchange Square, London E14 9SR. Tel: 0300 123 9 123 or
visit www.financial-ombudsman.org.uk. The above complaints procedure is
in addition to your statutory rights as a consumer. For further information
about your statutory rights contact your local authority Trading Standards
Service or Citizens Advice Bureau.
11 FINANCIAL SERVICES COMPENSATION SCHEME
Millennium Insurance Company Limited is covered by the Financial Services
Compensation Scheme (FSCS). You may be entitled to compensation from
the scheme if Millennium Insurance Company Limited cannot meet their
obligations. This depends on the type of business and the circumstances of the
claim. Most insurance contracts are covered for 90% of the claim with no upper
limit. You can get more information about compensation scheme arrangements
from the FSCS or visit www.fscs.org.uk. You may also contact the FSCS on
their Freephone number: 0800 678 1100 or 020 7741 4100 or you can write to:
Financial Services Compensation Scheme PO Box 300, Mitcheldean, GL17 1DY.
12 DATA PROTECTION
We and the administrator are Data Controllers (as defined by the General Data
Protection Regulations) for the data you provide to us. We and the administrator
need to use your data in order to arrange your insurance and associated products.
We and the administrator may collect personal information about you, including:
• Name, address, contact details
• Financial information such as bank details
• Details of any claim
We and the administrator may also collect sensitive personal information about your
health where we consider a change to our procedures will likely provide you with a
better customer outcome. This will only be collected with your consent.
You are obliged to provide information without which we and the administrator will
be unable to provide a service to you. Any personal information provided by you
may be held by the insurer in relation to your insurance cover. It may be used by our
relevant staff in making a decision concerning your insurance and for the purpose of
servicing your cover. It may be held by the administrator for administering claims.
Information may be passed to loss adjusters, solicitors, reinsurers or other service
providers for these purposes. We may obtain information about you from credit
reference agencies, fraud prevention agencies and others to check your credit
status and identity. The agencies will record our enquiries, which may be seen
by other companies who make their own credit enquiries. If you provide false or
inaccurate information and we suspect fraud, we will record this.
We, the administrator and other organisations may use these records to:
a. Help make decisions on insurance proposals and insurance claims, for you
and members of your household
b. Trace debtors, recover debt, prevent fraud, and manage your insurance
policies
c. Check your identity to prevent money laundering, unless you furnish us with
satisfactory proof of identity.
We and the administrator process all data in the UK, where either need to disclose
data to parties outside the UK, we and the administrator will use appropriate
safeguards to ensure the privacy of your data during such transfers. In the event
that your data needs to be transferred back to us and the administrator from
parties outside of the UK, then similar appropriate safeguards will be in place. In
order to protect our legal position, we and will retain your data for a minimum of
7 years. The administrator will retain your data for the duration of your policy and
a period of 5 years afterwards. We and the administrator have a Data Protection
regime in place to oversee the effective and secure processing of your data. Under
GDPR legislation, you can ask us and the administrator for a copy of the data
we hold, have it corrected, sent to a third party or deleted (subject to our and the
administrator’s need to hold data for legal reasons). We and the administrator
will not make your personal details available to any companies to use for their own
marketing purposes.
If you wish to complain about how we have handled your data, you can contact
us and we will investigate the matter. If you are not satisfied with our response
or believe we are processing your data incorrectly you can complain to the
Information Commissioner’s Office, Wycliffe House, Water Lane, Wilmslow,
Cheshire SK9 5AF Tel: 0303 123 1113.
For more information about how the administrator uses your data, please see the
administrator’s privacy notice at www.castelangroup.com/privacy-notice.
For more information about how the insurer uses your data, please see the insurer’s
privacy notice at www.micinsurance.net/en/privacy-policy-and-terms-of-use.
