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 regard 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
This Policy will cover You and any other driver named in the Car Rental Agreement, as long as:
a) the Rental Vehicle is not a motorhome, campervan, commercial vehicle, motorcycle or moped;
and
b) The Rental Vehicle is either the car specified in Your Car Rental Agreement or a car provided by
the same Car Rental Company as a replacement after an Incident; and
c) The Policyholder is named as the Main Driver or an Additional Driver on that Car Rental
Agreement; and
d) You are allowed to hire and/or drive the Rental Vehicle; and
e) You have paid the premium in full; and
f) You have received the Certificate of Insurance.
If You do not meet any of these criteria, please call Us immediately.

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 if Your Rental Vehicle is involved in an
Incident;

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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);
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 Excess You have paid 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 or damage caused while You weren't sticking to the terms of the Car Rental
Agreement, including (but not limited to) drunk driving, misfuelling, driving off-road, breaking local
laws or the rules of the road;
b) taking the Rental Vehicle outside the territory specified in Your Car Rental Agreement;
c) amounts paid by You for any work done to the Rental Vehicle not approved in advance by the
Car Rental Company;
d) amounts paid by You for any roadside assistance not approved in advance by the Car Rental
Company;
e) cleaning charges or damage to the Rental Vehicle's interior (other than as required following an
Incident);
f) charges, expenses or costs for damage to/loss of child seats, GPS devices or other 'extra'
equipment included in the Car Rental Agreement;
g) loss of/damage to anyone’s Personal Possessions or Valuables;
h) any other expenses that You may incur, including (but not limited to) transport or accommodation
costs, or any other out-of-pocket expenses not covered under section 3;
i) any loss of time, earnings, profits, goodwill or opportunity as a result of the Incident giving rise to
Your Claim;
j) the value of any unused days under Your Car Rental Agreement; or

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k) any Incident taking place after the initial Period of Insurance.
4.2 General Policy Exclusions
The following exclusions apply to the whole of Your Policy and We will not provide cover, pay any
claim or provide any benefit 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 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 way, or causing deliberate damage to the Rental Vehicle;
h) any damage covered by Your Car Rental Agreement;
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 Incident if the Rental Vehicle is driven off a Public Highway, or used in racing or other sporting
events, or used to tow a caravan or other vehicle;
m) You driving a Rental Vehicle not specified in the Car Rental Agreement;
n) any defect or damage that 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;
o) damage caused deliberately, or by deliberate exposure to danger;
p) fraud (e.g. making a fraudulent claim); or
q) something that would expose Us to any sanction, prohibition or restriction under United Nations
resolutions, or under the trade/economic sanctions, laws or regulations of the European Union,
United Kingdom or United States of America.

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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 have a valid Car Rental Agreement.
b) Extending Your Car Rental Agreement will not automatically extend Your Policy; you will not be
covered unless and until You arrange a new Policy.
c) This Policy will only cover damage that You can prove was caused during the initial Period of
Insurance. If You arrange a new Policy beyond this period, You must contact Us before the end of
the Period of Insurance to inform us of any damage caused so far.
d) You must notify Us of Your claim within 3 months of the Incident.
e) If required by the Car Rental Company, You must tell the police about any Incidents, including
attempted theft or vandalism.

6. How to make a claim

The Policyholder should visit 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.
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 must request a copy from the Car
Rental Company);
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 any fees charged (e.g. repair invoices);
d) proof of payment (e.g. receipts or bank statements);
e) details of any other insurance You may have that may cover the same loss;
f) a detailed account of the circumstances surrounding the Incident (including
photographic and video evidence if You have it); and/or
g) 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 Incident, We require confirmation from the Car
Rental Company that liability for the Incident has been determined (and any legal cases settled)
before We can process Your claim; such cases can take significantly longer than cases with no
third-party involvement. We will update You regularly on the progress of Your claim.

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7. Cooling-off period and cancellation
You have the right to change Your mind (and cancel this Policy) for 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 of Your Car Rental Agreement, We will refund Your
payment in full;
b) If You cancel the Policy on or after the start 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 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 of Your Car Rental Agreement.
How You can cancel this Policy
Visit www.rentalcars.com > Manage booking, where You will be able to cancel Your Policy
online.
Our right to cancel
If You do not comply with the terms and conditions of this Policy in any significant respect, We may
cancel this Policy by giving You at least 14 days’ notice by email.
If We cancel Your car hire, We will also cancel Your Policy, with immediate effect.
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.
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.

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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 You and Us.
Where this Policy is provided in multiple languages, the version of this Policy in the language you
chose when You purchased it shall prevail over versions of this Policy in any other language.
As a consumer, You will also be protected by the mandatory laws of the country in which You are
resident, even if those laws are different to Maltese laws. Nothing in this Policy will stop You relying
on the applicable laws.
All correspondence from Us to You will be in the language You chose when you purchased Your
Policy. We may ask Your permission to communicate in English during busy periods, so that We
can answer You faster.

9. Definitions/common meanings
a) Additional Driver: Any driver (other than the Main Driver) named in the Car Rental Agreement.
b) 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.
c) Car Rental Agreement: the car rental contract between You and the Car Rental Company, as
brokered through Rentalcars.com.
d) Car Rental Company: the company from which You have agreed to hire the Rental Vehicle.
e) Certificate of Insurance: the document that contains the name of the Policyholder and gives
details of the cover provided by this Policy.
f) Excess: the specified maximum that You could be charged under the Collision Damage Waiver
and/or Theft Protection policy provided under Your Car Rental Agreement.
g) 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.
h) Insurer: TravelJigsaw Insurance Limited trading as Rentalcars.com Insurance.
i) Main Driver: the person whom the Car Rental Agreement says is responsible for the Rental
Vehicle throughout the hire period.
j) Period of Insurance: the period shown on Your Certificate of Insurance.
k) Personal Possessions: any suitcases, bags, or similar (including their contents) and anything
worn or carried (including Valuables and passports) in the Rental Vehicle.
l) 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.
m) 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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n) Privacy Notice: the Privacy Notice of TravelJigsaw Limited, including the Data Privacy Statement
of TravelJigsaw Insurance Limited, as may be updated from time to time.
o) Rental Vehicle: the vehicle specified on Your Car Rental Agreement.
p) 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.
q) We/Us/Our: TravelJigsaw Insurance Limited and its authorised agents and suppliers.
r) You/Your/Policyholder: the person who is named on the Certificate of Insurance (who must be
either the Main Driver or an Additional Driver).

10. Complaints
We are committed to providing You with an exceptional level of service and customer care.
If You have a complaint about this Policy, We want to hear about it so We can try to put things right:
please email Us at insurancecomplaints@rentalcars.com.
We will deal with Your insurance complaint as soon as We can and try to reach a resolution that
both You and We are happy with. We aim to give You a response within 15 days and We will notify
You if We believe it will take longer. If We are unable to reach a resolution, or if You are not happy
with Our resolution, You will have the right to refer the matter to: Head of Compliance, TravelJigsaw
Insurance Limited, 3rd Floor Development House, St Anne Street, Floriana, FRN 9010 Malta.
If You are still unhappy, You may then refer your insurance complaint to: Office of the Arbiter for
Financial Services (Malta). First Floor, St Calcedonius Square Floriana FRN1530 Malta. Email:
complaint.info@financialarbiter.org.mt Telephone: +356 21249245.
You also have the right to complain about this Policy to the UK Financial Ombudsman Service,
Exchange Tower, London E14 9SR. Email: complaint.info@financial-ombudsman.org.uk
Telephone: +44 20 7964 1000.

11. Use of Your personal data

We place the utmost importance on keeping Your information safe, secure and confidential.
Please read through our Privacy Notice, which is available at www.rentalcars.com/PrivacyPolicy.do.
This Notice defines how We use information about You for the purpose of providing You with this
Policy and also to help Us detect and prevent fraud, money laundering or similar activity.
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
Booking Holdings Inc. 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 as
otherwise required by Applicable Law;

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b) monitor and/or record Your telephone calls with Us in relation to this Policy, for security purposes,
for training purposes, and 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.

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. 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.
13.2 Intermediary
TravelJigsaw Limited trading as Rentalcars.com is an insurance intermediary.
TravelJigsaw Limited (FCA Firm Reference Number 777648) is an Appointed Representative of
Cover Genius Limited, which is authorised and regulated by the Financial Conduct Authority (FCA
Firm Reference Number 750711).
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 Booking Holdings Inc. (Nasdaq:BKNG).
TravelJigsaw Limited acts as agent of the Insurer in relation to this Policy (including its sale and
handling any claims or complaints) and acts on behalf of the Insurer in collecting the Policy
premiums from You. TravelJigsaw Limited does not receive a fee from You, but does receive a
commission from the Insurer (i.e. a percentage of the total premium).

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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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