Cover Details

• About eLife
• eLife Customer Care Statement
• Treating Customers Fairly
• Our commitment to you
• Life Cover Policy Summary
• The following insurance products are available:
• Optional Benefits
• Eligibility
• What are the significant features and benefits of the Life Cover policy?
• What am I NOT covered for under the Life Cover policy.
• Can I change my cover?
• Key Facts
• How long does the policy run for?
• Your right to cancel
• How do I make a claim?
• How do I make a complaint about my policy?
• How do I make a complaint about the claims service?
• Financial Services Compensation Scheme
• Your Policy Document
• Welcome
• Your Demands and Needs
• Definitions
• Life Cover Policy Wording
• The cover we provide
• Eligibility Requirements
• When and where cover applies
• Death
• Terminal Illness
• Guaranteed Insurability
• Waiver of Premium
• What we do not cover
• Paying your premiums
• Making a claim
• How to claim
• Paying claims
• Your commitment to your policy
• Dishonest claims
• Ending or changing your cover
• Changing your cover
• Your right to cancel this policy in the first 30 days
• If you want to cancel this Policy after 30 days
• When cover automatically ends
• Reinstatement
• General provisions
• Data Protection
• How do I make a complaint about the services offered?
• Financial Services Compensation Scheme
• Other important information

About eLife

The eLife term life product is underwritten by ACE Europe Life Limited and is sold and administered by eLife.

We have not provided advice or a recommendation to you for this product. You have decided, based on the information available to you when you bought the cover, that the plan is suitable for you.

eLife is a trading style of eInsurance Services Limited, who are authorised and regulated by the Financial Services Authority. Registered in England and Wales. Company number 5603030.

eInsurance Services Limited FSA register number is 447027. Our permitted business is advising, arranging and making arrangements with the view to transacting and dealing in the administration and performance of a contract of insurance. You can check this on the FSA’s register by visiting the FSA’s website www.fsa.gov.uk/register or by contacting the FSA on 0300 500 5000.

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eLife Customer Care Statement

Our goal is to give excellent service to all our customers but we recognise that things can occasionally go wrong. When this occurs, we want to hear about it so that we can try to put things right. We are committed to investigating your complaint promptly and will keep you informed of progress throughout.

1. We will investigate your complaint competently, diligently and impartially
2. We will assess your complaint fairly, consistently and promptly taking into account all relevant factors
3. We will explain to you promptly in a way that is clear, fair and not misleading our assessment of your complaint and our decision

Telephone calls may be monitored or recorded for quality and training purposes.

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Treating Customers Fairly

At eLife and eInsurance Services we make every effort to ensure that you:

• Can be confident that you are dealing with a company where the fair treatment of customers is central to our corporate culture.
• Can be assured that our products and services marketed and sold in the retail market are designed to meet the needs of identified consumer groups and are targeted accordingly.
• Are provided with clear information and are kept appropriately informed before, during and after the point of sale.
• Are provided with products that perform as you have been led to expect, and the associated service is of an acceptable standard and as you have been led to expect.
• Do not face unreasonable post–sale barriers imposed by eLife or eInsurance Services Ltd to change product, switch provider, submit a claim or make a complaint.

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Our commitment to you

We will:

• provide you with clear information about the products and services we offer, including fees and charges
• encourage you to ask if there’s something you don’t understand
• provide you with details of how to make a claim
• deal with any complaint you have about our service, promptly and fairly.

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Life Cover Policy Summary

ACE Europe Life Limited, who are the underwriters of this life insurance policy, have prepared some important facts for you about your new policy. This summary does not contain all the terms and conditions of your policy – these can be found in your policy wording. It is important that you read all the policy terms and conditions in this document carefully so please take time to read the policy wording you have just received together with this summary to make sure you understand the cover it provides.

The following insurance products are available:

Level Term Insurance – the sum insured and the premium are fixed for the whole of the policy term

Increasing Term Insurance – the sum insured and the premium increase every year, the amount of the increase is determined by the appropriate Retail Price Index

Decreasing Term Insurance – the premium is fixed for the whole of the Policy Term but the sum insured will reduce during the Policy Term.

All of these products pay out on the death of the life insured or the first death of either of the lives insured on a joint life policy.

In addition, if you are diagnosed with a Terminal Illness and your life expectancy is less than twelve months, the sum insured will be paid out early. No Terminal Illness claims can be made during the last 18 months of the Policy Term

All cover ceases after a death or Terminal Illness claim has been paid.

Optional benefits are also available that can be taken out in conjunction with the three types of insurance shown above.

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Optional Benefits

Waiver of Premium. If you are Incapacitated for more than three months due to illness, injury or disability, your life insurance premiums will be suspended but your cover will continue. Medical evidence of your illness or injury will be required.

Guaranteed Insurability. This benefit enables you to increase your life cover during the term of your policy without any underwriting. The cost of any additional life cover will be calculated using the premium rates applicable at the time.

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Eligibility

This life cover is available for you if you are Permanently Resident in England, Scotland, Wales, Northern Ireland, the Channel Islands or the Isle of Man and aged 18 or over and under 46 years of age at the policy Start Date.

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What are the significant features and benefits of the Life Cover policy?

If any of the lives insured dies during the Policy Term the policy will pay the benefit shown in the Policy Schedule.

If any of the lives insured is diagnosed with a Terminal Illness during the policy term, except in the last 18 months of the Policy Term, the policy will pay the benefit shown in the Policy Schedule.

The cover applies 24 hours a day anywhere in the world.

This policy has no cash in or surrender value at any time.

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What am I NOT covered for under the Life Cover policy.

Exclusions for suicide

We will not pay a claim for life cover if one of the people covered dies as a result of suicide within 12 months of:

• the start date of the life cover
• the date the plan was reinstated if it was suspended because your premiums were not paid.

However, if:

• the plan is assigned to or deposited with a mortgage lender as security for a mortgage loan, or
• the plan was taken out as security for a mortgage loan or loan from a recognised lending institution, and
• You did not intend any fraud against us,

We will pay the mortgage lender or recognised lending institution the lower amount of:

• the Life Cover, or
• the lender’s financial interest in the plan.

If you have increased the Life Cover under your policy, and one of the people covered dies as a result of suicide within 12 months of the increase, we will not normally pay the additional amount as part of the claim. However, we will pay it to a mortgage lender or recognised lending institution if they have an interest in it.

you may need to review your cover periodically to ensure that it remains adequate and reflects any changes in your lifestyle.

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Can I change my cover?

Once your policy starts you can only increase the lump sum benefit on your cover if you have taken out the Guaranteed Insurability Option which allows the sum insured to be increased under certain circumstances. Alternatively, you may take out another policy, provided that you do not exceed the maximum sum insured of £500,000 for each individual person covered.

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Key Facts

How long does the policy run for?

Your cover will run for the period of time that you choose at application assuming that all premiums are paid when due or within the Grace Period.

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Your right to cancel

You are able to cancel your policy, without penalty, in the first 30 days. After this period, you can cancel the policy at any time but you will not receive a refund of any premiums paid.

To cancel the policy you can contact eLife by:

Writing to eLife,
MMT Centre,
Severn Bridge,
Aust,
Bristol
BS35 4BL or

Calling eLife Customer Services team on 0800 054 6011

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How do I make a claim?

To make a claim please contact:

Writing to: ACE Europe Life Limited,
Claims Department at 200
Broomielaw,
Glasgow G1 4RU;

Telephone: 0845 841 0059

Email:claims@acegroup.com

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How do I make a complaint about my policy?

If you wish to make a complaint about your policy you should contact eLife who arranged this insurance for you. Contact the eLife Customer Services team either by:

Writing to eLife,
MMT Centre,
Severn Bridge,
Aust,
Bristol
BS35 4BL

Emailing admin@elife.co.uk

Calling eLife Customer Services team on 0800 054 6011

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How do I make a complaint about the claims service?

If you wish to make a complaint about a claim then you should contact the insurer directly.

In writing: ACE Life Customer Service Manager,
ACE Europe Life Limited,
200 Broomielaw,
Glasgow
G1 4RU

Telephone: 0800 519 9915 email

Email: life.custserv@acegroup.com.

If you remain dissatisfied following our final response, you may refer your complaint to the Financial Ombudsman Service South Quay Plaza, 183 Marsh Wall, London E14 9SR, telephone 0300 500 5000.

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Financial Services Compensation Scheme

ACE Europe Life Limited is a member of the Financial Services Compensation Scheme (FSCS). This provides compensation in case any of its members go out of business or into liquidation and are unable to meet any valid claims under its policies.

Further information can be obtained from the Financial Services Compensation Scheme by visiting their website at www.fscs.org.uk; by contacting them via email on enquiries@fscs.org.uk; in writing to 7th Floor, Lloyds Chambers, Portsoken Street, London E1 8BN; or by telephone on 020 7892 7300.

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Your Policy Document

Welcome

Thank you for choosing this policy which is sold and administered by eLife and underwritten by ACE Europe Life Limited.

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Your Demands and Needs

This life cover is designed to meet the demands and needs of those customers who wish to have a lump sum benefit paid in the event of death or earlier diagnosis of a Terminal Illness.

The information you have been provided with does not contain advice regarding whether an eLife policy is suitable for you. It is your decision and therefore it’s very important that you read the full Terms & Conditions of the policy to make sure that you are eligible for the plan and you know what is and isn’t covered by the plan. Please keep these Terms & Conditions to refer to in the future so that you can check from time to time to make sure the plan is still suitable for you.

The Policy, consisting of this booklet, the Policy Schedule and the information provided by you, is a contract between you and us. We agree to insure you and, if you have asked us to, your partner. The information you gave over the telephone, by written communication with or through the eLife website is part of your contract with us. The Policy Schedule shows the details of your cover. This booklet and the Policy Schedule must be read together as one. It is important that you check these carefully to be sure the cover meets your needs. If you have any questions please contact eLife Customer Services on 0800 054 6011.

It is your responsibility to provide complete and accurate information to us when you take out your policy and throughout the life of your policy. It is important that you ensure that all statements you made over the telephone, by written communication with us or through the website are full and accurate. Please note that if you fail to disclose any material facts or information to us this could invalidate your insurance cover and could mean that part or all of a claim may not be paid.

Andy Hollenberg

Chief Executive

ACE Europe Life Limited

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Definitions

Throughout the policy, there are words and phrases which are used to describe and define your policy and have special meaning. These are listed here.

Decreasing Term Insurance: Decreasing Term Insurance is designed to cover your whole repayment loan, or just part of it. It pays out a guaranteed cash sum, which will reduce each month, if you die during the term of the policy or are diagnosed as suffering from a Terminal Illness.

Decreasing Term Insurance is also referred to as Decreasing or Mortgage Cover.

For decreasing cover the cash sum is guaranteed to pay off the outstanding loan amount covered by the plan when you die or are diagnosed as suffering from a Terminal Illness, if all of the following apply:

• the yearly loan interest rate at the time the policy is taken out is under 8%
• the difference between the life insurance amount and the outstanding loan is due solely to a higher rate of interest being charged on the loan rather than the interest rate used in the calculation of the table of benefits in the Policy Schedule
• the amount of cover at the start of the policy is at least the size of the loan (or part of the loan the policy covers)
• this policy does not end before your loan

Expiry Date: The latest date on which your policy can end.

Grace Period: The 30 day period after a premium is due, but unpaid.

Guaranteed Insurability Option (GIO): This is an optional benefit that can be purchased subject to certain conditions. It will enable you to increase your cover without further underwriting when there is a significant change in your lifestyle (i.e. marriage, childbirth or legal adoption of a child, moving house).

Incapacitated: This means that you have been diagnosed as having an illness, injury or disability which has prevented you from performing at least two out of six activities of daily living for a continuous period of three months.

Increasing Term Insurance: Increasing Term Insurance is designed to maintain your level of cover in real terms throughout the Policy Term. It is also referred to as Increasing Cover.The sum insured and premium amounts automatically increase each year in line with the Retail Price Index (RPI). The increases will not be less than 2% and no greater than 10%. The RPI figure used for the increase will be the rate applicable for the month that is three months before the Policy Anniversary. You will be advised of the anniversary increase two months before the date of the Policy Anniversary.

Note: You can request postponement of the regular premium and sum insured increase by contacting eLife Customer services. Increases can be postponed for two consecutive years. If you cancel, or postpone regular increases for more than two consecutive years the policy basis will be altered from Increasing Cover to Level Cover and this change will not be reversible. You can also cancel the regular increases by altering the policy basis from Increasing Cover to Level Cover, this change cannot be reversed.

Joint Life Policy: A policy where both you and your partner are covered on the same policy.

Level Term Insurance: Level Term Insurance is designed to provide constant cover, it is also referred to as Level Cover. The sum insured and the premiums you pay will remain the same throughout the Policy Term.

Material Facts: Material Facts are those things that affect our decision to accept your application, or the amount of premium that you will pay.

Material Information: It is your responsibility to provide complete and accurate information to us when you take out your policy and throughout the life of your policy. It is important that you ensure that all statements you make over the telephone, by written communication with us or through the website are full and accurate. Please note that if you fail to disclose any material facts to us this could invalidate your insurance cover and could mean that part or all of a claim may not be paid.

Medical Practitioner: A doctor or specialist registered or licensed to practice medicine under the laws of the country in which they practice who:

• specialises in an area of medicine appropriate to the cause of claim,
• is employed at a hospital in one of the permitted countries,
• is treating you for your condition
• is not one of the Persons Insured, and
• is not a relative of one of the Persons Insured unless approved by us.

Partner: your spouse or civil partner (registered pursuant to the Civil Partnership Act 2004) or someone of either sex with whom you have been living for at least three months as though they were your spouse or civil partner.

Permanently Resident:

• You spend at least 7 out of 12 months in the UK.
• your home must be within the UK, the Channel Isles or the Isle of Man
• Your policy premiums must be paid in sterling from a UK, Channel Isles or the Isle of Man bank account
• You must have a UK address and any correspondence must be with the UK address (and not a care of address)
• You must have a doctor in the UK, the Channel Isles or the Isle of Man
• If you are not a British citizen then you must have been continually resident in the UK for a minimum of 1 year.

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Permitted Countries (Waiver of Premium Claims):

Andorra, Australia, Austria, Belgium, Canada, Channel Islands, Cyprus, Denmark, Finland, France, Germany, Greece, Ireland, Isle of Man, Italy, Liechtenstein, Luxemburg, Malta, Monaco, Netherlands, New Zealand, Norway, Portugal, San Marino, South Africa, Spain, Sweden, Switzerland, UK, USA and Vatican City.

Person Insured: You

Persons Insured: You and your partner under a joint policy

Policy Schedule: The schedule forming part of this policy.

Policy Term: The number of years from the Start Date until the Expiry Date.

Policy Anniversary: The end of each 12–month period from the Start Date of your policy.

Single Life Policy: A policy where only one person insured is covered on the policy.

Start Date: The day, month and year shown in the Policy Schedule for the cover to start.

sum insured: The amount we pay in the event of the person insured’s death as shown on the Policy Schedule.

Terminal Illness: You have had a definite diagnosis by the attending Medical Practitioner of an illness that satisfies both of the following:

• The illness either has no known cure or has progressed to the point where it cannot be cured; and
• In the opinion of the attending Medical Practitioner, the illness is expected to lead to death within 12 months.

Waiver Of Premium This is an optional benefit that can be purchased subject to certain conditions. If you are Incapacitated the Waiver of Premium Benefit will mean that your Life Cover premiums will still be paid.

We, Our, Us, Ourselves ACE Europe Life Limited

You, Your The person named in the Policy Schedule who has taken out the policy. For a joint policy, ‘you’ means both you and your partner.

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Life Cover Policy Wording

This policy wording details the terms and conditions of your Life Cover policy and should be read together with your Policy Schedule as one document.

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The cover we provide

Eligibility Requirements

You, and your partner if applicable, must:

• Be Permanently Resident in England, Scotland, Wales, Northern Ireland, the Channel Islands or the Isle of Man (see the Definitions Section for full criteria); and
• Be aged 18 or over and under 46 at the Start Date.

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When and where cover applies

The Start Date of your policy is the date described in the Policy Schedule as the first day of the Policy Term.

The Death cover applies 24 hours a day anywhere in the world.

There is a restriction that applies to the Waiver of Premium Cover which is known as ‘Territorial Scope of Cover’ and refers to ‘Permitted Countries’ which are listed in the Definitions section. In order to claim on your Waiver of Premium benefit the claim must have occurred in one of the Permitted Countries.

If the claim occurs outside these countries, and the person making the claim is temporarily based outside the Permitted Countries, we may still be able to consider the claim but we will only waive a maximum of 12 months’ premiums for Waiver of Premium. You may need to provide supporting evidence from a Medical Practitioner, and we may ask you to have an examination by a Medical Practitioner in the UK.

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Death

If, whilst the policy is in force, you die, we will pay the sum insured, relating to your cover.

If your policy is a joint policy, we will pay the sum insured relating to your cover on the death of either of the persons insured.

If you have selected Level cover the amount of your cover will be as shown on your Policy Schedule.

If you have selected Increasing cover the amount of your cover will be as shown on your Policy Schedule plus any annual increases that have taken place.

If you have selected Decreasing cover the amount of your cover will be as shown on your Policy Schedule less the regular reductions that have taken place since you took out the policy.

If a Person Insured disappears and, after a suitable period of time, it is reasonable for the police or registration authorities to believe that they have died, we will pay the sum insured. But, before we do this, the personal representative responsible for their estate must sign an agreement to refund the sum insured if the Person Insured is found to be alive.

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Terminal Illness

Terminal Illness cover will automatically be included for all policies. There is no additional premium for this cover. Terminal Illness cover entitles you to claim the policy sum insured providing you meet the criteria in the definition:

A definite diagnosis by the attending Medical Practitioner of an illness that satisfies both of the following:

• The illness either has no known cure or has progressed to the point where it cannot be cured; and
• In the opinion of the attending Medical Practitioner, the illness is expected to lead to death within 12 months.

No Terminal Illness claims can be made during the last 18 months of the Policy Term.

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Guaranteed Insurability

This is an optional benefit and will only apply if you have selected it.

The Guaranteed Insurability Option allows you to increase your sum insured without having to provide any further evidence of your health. Any increase will take place once we have accepted your request to increase your benefit.

The Guaranteed Insurability Option is available in the following circumstances and must be exercised within 3 months of the event occurring:

• On an increase in your mortgage
• On the legal adoption or birth of a Child
• On your marriage or legal civil partnership

The total of all increases exercised under the Guaranteed Insurability Option may not exceed the lower of £100,000 or 50% of the original sum insured.

Mortgage Increase

If you are using your Guaranteed Insurability Option to increase your sum insured due to an increase in your mortgage the following conditions apply:

• You must be using your policy to cover a mortgage on your principal residence and
• Your mortgage is increased or you have started a new mortgage, and
• Any increase is being made to provide funds for the purchase of a new principal residence or the improvement of an existing principal residence.

The maximum increase that you can apply for on any one occasion will be equal to the lower of the following:

• The increase in the mortgage; or
• 25% of the original sum insured; or
• £50,000.

Written evidence from your solicitor or mortgage company will be required as confirmation of the increase.

Legal Adoption or Childbirth

If you are using your Guaranteed Insurability Option to increase your sum insured due to the legal adoption or birth of a minor the following conditions apply:

• Where there are two lives Insured and the birth or legal adoption is to both of them the limits apply to both of you not each of you.

The maximum increase that you can apply for on any one occasion will be equal to the lower of the following:

• 25% of the original sum insured; or
• £50,000.

The birth or adoption certificate will be required as evidence to confirm the increase.

Marriage or Civil Partnership

If you are using your Guaranteed Insurability Option to increase your sum insured following your marriage or civil partnership (as defined by the Civil Partnership Act 2004) the following conditions apply:

• Where there are two lives Insured and they marry or become civil partners the limits apply to both of you not each of you.

The maximum increase that you can apply for on any one occasion will be equal to the lower of the following:

• 25% of the original sum insured; or
• £50,000.

The marriage certificate or civil partnership schedule will be required as evidence to confirm the increase.

Availability and Limitations

You will not be able to use your Guaranteed Insurability Option when:

• The policy is within 5 years of the Policy Expiry Date
• A Waiver of Premium claim is pending or in progress
• You have received any Waiver of Premium benefit from the Policy in the last two years
• The older life insured is over the age of 55

There will be no premium reduction when the Guaranteed Insurability benefit ceases.

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Waiver of Premium

This is an optional benefit and will only apply if you have selected it.

Your Waiver of Premium cover means that, in the event that you are Incapacitated, your policy premiums will be suspended and your life cover will continue.

To make a claim under your Waiver of Premium benefit you, or one of you, will be unable to perform for a continuous period of three months at least two of the following six ‘Activities of Daily Living’:

1. Walking – the ability to walk a distance of 200 metres on flat ground with or without the aid of a walking stick and without stopping due to breathlessness, angina or severe pain elsewhere in the body.
2. Bending – the ability to get into or out of a standard saloon car, and the ability to bend or kneel to pick up an object from the floor and straighten up again.
3. Communicating – the ability to a) hear clearly conversational speech in a quiet room (with a hearing aid or other aid if normally used) b)understand simple messages, c) speak with sufficient clarity to be clearly understood.
4. Reading – having the required eyesight (corrected if necessary) to be able to read a daily newspaper.
5. Writing – the physical ability to write legibly using a pen or pencil without aid.
6. Lifting – having the ability to pick up an everyday object of 1KG in weight with either hand from table height and to carry it for 5 metres.

In the event that you are accepted under a Waiver of Premium claim your premiums will be suspended three months from the date of the illness, injury or disability resulting in your inability to perform at least two of the Activities of Daily Living listed above.

There is no restriction on the maximum number of Waiver of Premium claims that you can make.

There is no maximum duration for a Waiver of Premium claim but any Waiver of Premium claim in progress will cease when the death cover on your policy ceases.

The right to exercise any Guaranteed Insurability Option will be suspended during a Waiver of Premium claim.

Sum insured & premium increases for increasing term policies will be suspended during waiver claims.

We will treat successive periods of claim as a single period of incapacity if the successive periods arise from the same cause and are separated by less than six months. We will not treat intervening periods as part of the period of Incapacity.

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What we do not cover

We will not pay a claim for Life Cover if one of the people covered dies as a result of suicide within 12 months of:

• the start date of the Life Policy
• the date the plan was reinstated if it was suspended because your premiums were not paid.

However, if:

• the plan is assigned to or deposited with a mortgage lender as security for a mortgage loan, or
• the plan was taken out as security for a mortgage loan or loan from a recognised lending institution, and
• You did not intend any fraud against Us,

We will pay the mortgage lender or recognised lending institution the lower amount of:

• the Life Cover, or
• the lender’s financial interest in the plan.

If you have increased the Life Cover under your policy, and one of the people covered dies as a result of suicide within 12 months of the increase, we will not normally pay the additional amount as part of the claim However, we will pay it to a mortgage lender or recognised lending institution if they have an interest in it.

We will not pay a claim for Life Cover if one of the people covered dies as a result of participation in any of the sports or pastimes specifically excluded in your Policy Schedule.

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Paying your premiums

The amounts you must pay, and when, are shown in the Policy Schedule. If you have a joint policy, your Policy Schedule will show the combined premium payable for both persons insured.

If you have selected Level or Decreasing cover your premium is guaranteed for the term of your Policy.

If you have selected Increasing cover your premium will increase annually. For details of how the premium will increase please see Increasing Term Insurancein the Definitions section.

All premiums are payable monthly and will be collected in advance for the month’s cover. Your policy will end if you do not pay any premium when it is due or within the Grace Period.

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Making a claim

How to claim

In the event of the death of a person insured, we must be notified as soon as possible. We will then ask the person insured’s legal representatives to complete a claim form.

For a Terminal Illness or Waiver of Premium claim we will require evidence to satisfy ourselves that the claim is honest and valid:

• If you do not provide any evidence we reasonably request,
• Where relevant the evidence is not provided by an appropriate Medical Practitioner, or
• The evidence is inaccurate or incomplete,

We reserve the right to decline a new claim or stop paying an existing claim.

Where there is a charge for any evidence we request you will be expected to pay for it.

Our contact details are:

Address: ACE Europe Life Limited,
Claims Department,
200 Broomielaw,
Glasgow
G1 4RU

Telephone: 0845 841 0059

Email: claims@acegroup.com

you must send any medical certificates or other documents which we ask for. we will not pay for these.

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Paying claims

We will only pay a claim when we are satisfied that the claim is valid and the person claiming has a right to it.

If you have selected Level cover we will pay the amount of the sum insured shown on the Policy Schedule.

If you have selected Increasing cover we will pay the amount of the sum insured shown on the Policy Schedule plus any annual increases that have taken place, calculated in accordance with the Increasing Cover option.

If you have selected Decreasing cover we will pay the amount of the sum insured shown on the Policy Schedule less the regular reductions that have taken place since you took out the policy, calculated in accordance with the Decreasing Cover option.

If we pay the sum insured your policy will end and no other benefit will be payable.

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Your commitment to your policy

You and your partner, if insured, must keep to the terms of your policy. If you or your partner do not, we may not accept a claim.

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Dishonest claims

If any information provided by you or anyone acting on your behalf is inaccurate or if you do not disclose any information which might reasonably affect our decision to provide insurance to you, your right to any benefit under this policy will end.

If any claim under this policy is fraudulent or is intended to mislead or if any misleading or fraudulent means are used by you or anyone acting on your behalf to obtain benefit under this policy, your right to any benefit under this policy will end and we will be entitled to recover any benefit paid and costs incurred as a result of any such fraudulent or misleading claim.

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Ending or changing your cover

Changing your cover

Once your policy starts you can only increase the sum insured on your cover by exercising your Guaranteed Insurability Option if you took out this optional benefit.

Of course, you may want to take out another policy and provided you don’t exceed the maximum sum insured of £500,000 for each individual person covered, you may apply for another policy.

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Your right to cancel this policy in the first 30 days

If, for any reason, you are not satisfied with this policy you may, within 30 days of the policy start date, telephone eLife Customer Services team on 0800 054 6011 or write to them at: eLife, MMT Centre, Severn Bridge, Aust, Bristol, BS35 4BL and they will cancel it. If this happens, eLife will refund all premiums you have paid.

If your cover is a joint policy and you wish to cancel the cover for either you or your partner – this will be considered a cancellation of the joint policy and all cover for you and your partner will end.

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If you want to cancel this Policy after 30 days

You can telephone eLife Customer Services team on 0800 054 6011 and tell eLife to cancel the policy or write to them at: eLife, MMT Centre, Severn Bridge, Aust, Bristol BS35 4BL.

eLife will cancel the policy from the last day of the month on which they receive your cancellation request, provided that the premium for that month was fully paid. No refund of premium will be made.

If your cover is a joint policy and you wish to cancel the cover for either you or your partner – this will be considered a cancellation of the joint policy and all cover for you and your partner will end.

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When cover automatically ends

All cover under your Policy for you will end:

• if the premium is not paid when due or within the Grace Period; or
• on the death of the first insured person for which benefit is payable; or
• on the diagnosis and subsequent claim of the first insured person for which benefit is payable under the Terminal Illness cover or
• You reach the policy expiry date you selected when you took the policy out.

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Reinstatement

In the event that your policy lapses due to non–payment of premiums you may be allowed to pay the missed premiums (providing only three or less have been missed) and reinstate your policy so that your cover continues. This facility is discretionary and is not guaranteed,

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General provisions

1. This policy wording, together with the Policy Schedule, any proposal and any other written statement made by you or on your behalf on which we have relied when accepting you for cover under this policy constitutes the whole of the contract between you and us.
2. No provision or condition of this policy may be waived or modified except by a written endorsement, which must be signed by an authorised official on our behalf.
3. It is only possible for you to assign or transfer your rights under this Policy where the Policy has been assigned or deposited against your mortgage.
4. No person, persons, company or other party who or which is/are not covered under this policy shall have any right under the Contracts (Rights of Third Parties) Act 1999 to enforce any term or condition of this policy. This will not affect any right or remedy of a third party that exists or is available apart from that Act.

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Data Protection

Please read this notice as it explains how we will use your personal information and any sensitive personal information that we collect.

we are responsible for protecting your privacy and the personal data you provide to us in accordance with the Data Protection Act and other legislation.

How we use your personal information

We, ACE Europe Life Limited, will only use personal information about you for:

• Administration and customer services
• Claims made under your policy
• Fraud prevention
• Legal and regulatory reasons

Our reinsurers will also use personal information about you for:

• Fraud prevention
• Legal and regulatory reasons

eLife or eInsurance Services will only use personal information about you for:

• Marketing
• Research and analysis
• Legal and regulatory reasons

eLife or eInsurance Services may separately give you its own Data Protection Notice or Statement and hold personal data separately from that provided by you in connection with this policy.

We will keep your information for a reasonable period for the purposes outlined above. You have a right to ask for a copy of the information we hold about you. We may charge you a small fee for providing this. Please let us know as soon as possible if you believe that any of the information we hold about you is incorrect or incomplete so that we can correct this.

Where we may get your personal information from

We may get personal information about you from you or from other sources, such as your doctor. We may request a report from your doctor or contact you for further information after the cover has started.

Who we may share your personal information with

We may share your personal information, solely for the purposes outlined in “How we use your personal information” with certain third parties. These include:

• Our current auditors
• Legal and regulatory bodies

Giving us information about another person

If you have provided us with information about another person, you confirm that they have agreed to the processing of their personal data. You also confirm that you have informed them about who we are and how we will use their personal data.

Monitoring and recording calls

We may monitor and record telephone calls and keep the recordings to make sure that we have an accurate record of your instructions to us, and also to use for training and quality assurance.

Further information

If you would like more information about how we will use your personal information you can:

• Email us at Cust.ServUK@acegroup.com
• Write to us at ACE Europe Life Limited, 200 Broomielaw, Glasgow G1 4RU

we are open Monday to Friday, 9am–5:30pm, except bank holidays.

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How do I make a complaint about the services offered?

Ace Europe Life Limited and eLife are dedicated to providing high quality sales, customer service and claims service and want to maintain this at all times

1. If your complaint relates to the sale or administration of your policy you should contact the eLife Customer Services team by:
   
   Writing to: eLife, MMT Centre,
   Severn Bridge,
   Aust,
   Bristol
   BS35 4BL Emailing: admin@elife.co.uk Calling: 0800 054 6011
2. If your complaint relates to the manner in which a claim is handled you should contact Ace Europe Life Limited by:
   
   Writing to: Customer Service Manager,
   ACE Europe Life Limited,
   200 Broomielaw,
   Glasgow
   G1 4RU Emailing: claims@acegroup.com. Calling: 0800 519 9915

If you feel the matter has not been resolved to your satisfaction you can refer your complaint to the Financial Ombudsman Service, South Quay Plaza, 183 Marsh Wall, London E14 9SR. Telephone: 0845 080 1800 or Fax: 020 7954 1001 Website: www.financial-ombudsman.org.uk A leaflet explaining their procedures is available on request.

Please have your policy details to hand should you need to make contact.

The existence of these complaint procedures does not reduce your statutory rights relating to this policy. For further information about your statutory rights contact the Office of Fair Trading or Citizens Advice Bureau

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Financial Services Compensation Scheme

In the unlikely event that we are unable to meet our liabilities, you may be entitled to 90% of the value of your claim as compensation under the Financial Services Compensation Scheme. Their contact details are:

Address: Financial Services Compensation Scheme
7th Floor Lloyds Chambers
Portsoken Street
London E1 8BN

Telephone: 020 7892 7300

Fax: 020 7892 7301

Website: www.fscs.org.uk

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Other important information

ACE Europe Life Limited is a limited liability company incorporated in England under registered number 5936400. It underwrites life insurance business.

The head and registered office of ACE Europe Life Limited is at 100 Leadenhall Street, London EC3A 3BP United Kingdom. ACE Europe Life Limited is authorised and regulated by the Financial Services Authority.

It is authorised and regulated by the Financial Services Authority (FSA Registration number 461087). This information can be checked at www.fsa.gov.uk/register or by calling the FSA on 0300 500 5000.

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