Keycare Terms & Conditions
Insurance has been effected between You and the Insurer subject to the terms, conditions, claims procedure, limits and exclusions contained in this Policy, in respect of an Insured Event which occurs within the Territorial Limits during the Period of Insurance, for which You have paid or agreed to pay the premium.
The Insurer is Mapfre Asistencia Compania Internacional de Seguros Y Reaseguros S.A, trading as Mapfre Assistance Agency Ireland, Ireland Assist, Ireland Assist House, 22026 Prospect Hill, Galway, H91 TVF8. Mapfre Assistance Agency Ireland is authorised by the Direccion General de Seguros y Fondos de Pensiones del Ministerio de Economia y Hacienda in Spain and is regulated by the Central Bank of Ireland for conduct business rules. Company Registration Number 903874.
The Administrator is Keycare Assistance Limited, a company registered in Republic of Ireland under company number 657005, whose registered office is at 77 Camden Street Lower, St. Kevins, Dublin 2 (referred to in this Policy as “Keycare”). Keycare is authorised and regulated by the Central Bank of Ireland – Company Registration Number C434286.
Registrations – further details
You can check the registrations of the Insurer and Keycare by visiting the Central Bank of Ireland website www.centralbank.ie or by contacting the CBI on 01 2246000.
If You have a complaint relating to this Policy, in the first instance please contact:
Complaints, Keycare Assistance Limited,
77 Camden Street Lower,
Tel: 0345 303 0550.
If your complaint relates to the Insurer please contact
Mapfre Assistance Agency Ireland,
22-26 Prospect Hill,
Galway H91 TVF8.
You have the right to refer your complaint to an Ombudsman if you are not satisfied with our final response, or if we have not issued our final response within 40 business days from you first raising the complaint. The Ombudsman is an independent organisation and will review your case.
Information and contact details are shown below. Complaint regarding this Policy, the Administrator or the Insurer:
The Financial Services and Pensions Ombudsman,
Lincoln House, Lincoln Place,
Dublin 2, D02VH29
Tel: 01 567 7000
Contacting an Ombudsman at any stage of Your complaint will not affect Your legal rights.
Within this Policy certain words have specific meanings and wherever they appear throughout this Policy they have been printed in bold to help You identify them.
Approved Locksmith: A locksmith on the Keycare panel.
Cover limit: The maximum amount payable in total in each Period of Insurance, as shown in Your Policy Schedule.
Duplicate Key: A spare key for Your home or vehicle.
Immediate Member: Husband, wife, civil partner, live-in partner, child, adult child or adult step-child.
Insured event: The loss or theft of any Insured Key, broken key or any Insured Key locked inside Your home or vehicle during the Period of Insurance.
Insured key: Any car key which belongs to the policyholder. Proof of ownership required. Any other keys which belong to the policyholder or are registered at the policyholder’s address.
Insurer: As defined in the section “The Insurer” above.
Keycare®: As defined in the section “The Administrator” above.
Locksmith Charges: Charges relating to work carried out by a locksmith.
New Locks: New locks fitted or reconfiguration of the existing locks to enable a new key to replace an Insured Key.
Onward Transport Costs: Transportation of Your vehicle to Your original destination, a garage/dealer or Your home and delivery back to Your home up to a maximum of €100.
Period of insurance: The period shown in Your Policy Schedule for which You have paid or agreed to pay the premium.
Policy: The terms and conditions of this Policy of insurance.
Policyholder: The person in whose name, or the company name stated in the policy.
Policy schedule: The document headed Policy Schedule giving details of the Policyholder, Cover Limit and Period of Insurance.
Replacement Key: A key to replace an Insured Key and includes any reprogramming of infrared handsets, immobilisers and alarms necessitated by such replacement of the Insured Key.
Security risk: The risk resulting from the accidental loss of an Insured Key where it is possible for someone who found the key to trace it to Your vehicle or premises.
Statement of Facts: The statement produced by Keycare following authorisation of a claim.
Territorial limits: Worldwide.
Vehicle hire charges: The standard charges (excluding any optional extras) up to a maximum of €50 a day to hire a vehicle for a period of up to three days.
Wear and Tear: The gradual loss of an Insured Key’s ability to function exactly as it was designed to do by the manufacturer due solely to the passage of time and repeated usage.
You/Your: The Policyholder, any Immediate Member of the Policyholder’s family permanently living with the Policyholder at the same address as the Policyholder during the Period of Insurance and any named driver on the Policyholder’s car insurance. Where the Policyholder is a company this includes employees of the company, employed by the company during the Period of Insurance, who are authorised to use the relevant car or property.
WHAT IS COVERED
If during the Period of Insurance and within the Territorial Limits:
a) An Insured Key is stolen, the Insurer will up to the Cover Limit cover You in respect of the cost of a Replacement Key, Locksmith Charges or New Locks and Vehicle Hire Charges (where applicable);
b) An Insured Key is locked in Your home, the Insurer will up to the Cover Limit cover You in respect of Locksmith Charges incurred in gaining entry to Your house;
c) An Insured Key is locked in Your vehicle and a Duplicate Key exists, the Insurer will up to the
Cover Limit cover You in respect of Onward Transport Costs or Locksmith Charges incurred in gaining entry to Your vehicle;
d) An Insured Key is locked in Your vehicle and no Duplicate Key exists, the Insurer will up to the Cover limit cover You in respect of Locksmith Charges incurred in gaining entry to Your vehicle;
e) An Insured Key is lost by You and a Duplicate Key exists, the Insurer will up to the Cover Limit cover You in respect of the cost of a Replacement Key;
f) An Insured Key is lost by You and no Duplicate Key exists, the Insurer will up to the Cover Limit cover You in respect of the cost of either a Replacement Key, Locksmith Charges or New Locks (but only if no Duplicate Key can be sourced by an Approved Locksmith) and Vehicle Hire Charges (where applicable).
g) An Insured Key is broken / broken in a lock by You, the Insurer will cover You up to €100 per claim in respect of the cost of a Replacement Key and Locksmith Charges.
Provide You with the services of an emergency helpline 24 hours a day, 365 days a year.
WHAT IS NOT COVERED
The Insurer will not cover You in respect of:
1) Any amount which, or total amounts to the extent that they, exceed the Cover Limit in any Period of Insurance.
2) Any Insured Event not reported to Keycare within 45 days.
3) Sums claimed where You do not submit valid receipts or invoices to Keycare, for payments You have made, within 120 days of the Insured Event.
4) Any expenditure incurred without prior authorisation from costs relating to a key broken / broken in a lock which exceed the €100 limit per claim, accidental damage to the key only and damage to locks only.
5) Insured Keys lost by or stolen from someone other than You.
6) Any Insured Key which is not deemed lost because it is in the possession of an Immediate Member of the Policyholder’s
7) The cost of replacing lock barrels, steering columns or faulty electronic control units or costs arising from Wear and Tear and/or general maintenance of locks and keys.
8) Replacement locks or keys of a higher standard or specification than those replaced.
9) Charges or costs incurred where Keycare arranges for the attendance of a locksmith or other tradesman, agent or representative at a particular location and You fail to attend.
10) Charges or costs incurred where You make alternative arrangements with a third party once Keycare has arranged for a locksmith or other tradesman, agent or representative to attend a particular location.
11) Loss of any property other than an Insured Key and its associated lock or ignition system, and any immobiliser, infra-red handset and/or alarm.
12) Any loss of earnings or profits which You suffer as a result of the loss or theft of an Insured Key.
13) Claims arising from any reckless, deliberate or criminal act or omission by You.
14) An Insured Event which occurs outside the Period of Insurance.
15) Replacement keys exceeding the number of keys lost or exceeding the number of keys supplied with a standard lock replacement.
16) Any loss of an Insured Key which occurs during a riot or a civil commotion.
17) Any costs incurred by the Policyholder in making a claim under the Policy.
CLAIMS PROCEDURE AND CONDITIONS
If an Insured Key has been stolen it must be reported to the police and a crime reference number provided to Keycare.
Making a Claim
You must report any claim to Keycare as soon as possible and within 45 days of the Insured Event. To make a claim call 01 506 0365. When the claim has been authorised Keycare will send You two copies of the Statement of Facts based on the information You have supplied. This is the information Keycare will use to handle Your claim, so it is Your responsibility to ensure it is correct. You must submit valid invoices/receipts (in respect of expenditure authorised by Keycare), together with one copy of the Statement of Facts and any necessary supporting documents, to Keycare within 120 days of the Insured Event.
When You make a claim in respect of vehicle keys, You must, if requested provide a valid vehicle licencing certificate, or, a contract or lease agreement containing the registration number of the vehicle. When You make a claim in respect of other keys, Keycare may, at its discretion, ask for supporting documents (such as evidence of address in the case of house keys).
Maximum Number of Claims
Within the Period of Insurance,You may make more than one claim, however the total sum payable in each Period of Insurance cannot exceed the Cover Limit.
If You make a fraudulent claim under this Policy (including exaggeration of the claim or submitting falsified or forged documents), the Insurer is not liable to pay the claim and may recover any sums it has paid to You in respect of that claim.
If Your claim is handled on a ‘Pay and Claim’ basis or if You use a locksmith or dealer of Your choice You will have to pay the costs upfront and Keycare will reimburse You on receipt of valid receipts/invoices. Keycare cannot guarantee to replace Your keys on the same day that You report the claim as keys may need to be ordered and may not be carried by locksmiths or dealers as standard.
The Onward Transport Costs benefit can also be used, at the discretion of Keycare, to cover the cost of public transport to get You to Your home or original destination or to retrieve a Duplicate Key.
Cancellation by the Policyholder
The Policyholder may cancel this Policy at any time. If the Policyholder cancels within 14 days of either receiving the Policy documentation or from the start date of the Policy (whichever is later) then any premium already paid will be returned (providing that no claims have been made on the Policy). If the Policyholder cancels outside this period, there is no entitlement to a refund of premium.
Cancellation by the Insurer
Where there is a valid reason for doing so the Insurer and/or Keycare may cancel the insurance by giving the Policyholder seven days’ notice in writing sent to the last known address of the Policyholder. Valid reasons for cancellation may include but are not limited to:
a) Where You have given incorrect information and fail to provide clarification when requested;
b) Where You breach any of the terms and conditions which apply to Your Policy;
c) Where we reasonably suspect fraud*; or
d) Use of threatening or abusive behaviour or language, or intimidation or bullying of our staff or suppliers, by You or any person acting on Your behalf
* If You make a fraudulent claim, the Insurer may treat the insurance as having been terminated with effect from the time of the fraudulent act. If the Insurer treats the insurance as terminated, it may refuse all liability in respect of an Insured Event occurring after the fraudulent act and not return any premium paid.
You and the Insurer are free to choose the law applicable to this contract, but in the absence of agreement to the contrary the law of Ireland will apply.
This Policy may not be assigned in whole or in part without the written consent of the Insurer.
How we handle your data
What personal data does Keycare hold about me?
What does Keycare do with my personal data?
Keycare will use your personal data for any one or more of the following purposes:
1) To administer the Policy;
2) To communicate with you for any purpose in relation to the Policy (including renewal options) by letter, telephone, fax, email or text message;
3) To communicate with your Policy Seller for any purpose in relation to the Policy by letter, telephone, fax or email.
What is Keycare’s legal basis for holding my personal data?
The legal basis of processing is:
1) That the processing is necessary for the performance of the contract of insurance, namely the Policy (including sending your documents to you, dealing with any claim and administration of the Policy);
2) That the processing is necessary for the purposes of the legitimate interests pursued by Keycare (including sending you a renewal notice or for any other matters arising from the Policy not covered in the bullet point above).
Additionally, on the basis of your explicit consent, Keycare may process special category data (such as information relating to your health) where this is provided to Keycare to enable you to be given any extra assistance which you may require in relation to the Policy.
Will Keycare transfer my personal data to third parties?
Keycare may transfer your personal data (including any special category data) to the Insurer which underwrites the Keycare and Keycare Plus Policies (Mapfre Asistencia Compania Internacional de Seguros Y Reaseguros S.A trading as Mapfre Assistance Agency Ireland) and communicate with the Insurer in relation to the Policy by letter, telephone, fax or email. The Insurer may use your personal data for all purposes relating to the Policy and its underwriting and may communicate with you in relation to the Policy by letter, telephone, fax or email. For more details of how the Insurer collects, uses and shares your personal data please refer to the Policy.
Keycare will transfer your personal data to third parties where this is necessary to administer the Policy. Such third parties include Key Care Limited, the parent company of Keycare, locksmiths and key providers providing services under the Policy who may in turn from time to time use third parties to perform such services. They may use your personal data to provide services to you under the Policy and may communicate with you by letter, telephone, fax, email or text message in relation to the Policy.
Keycare may transfer your personal data to third parties where this is necessary or desirable for the legitimate business interests of Keycare or as required by law.
Will Keycare transfer my personal data outside the Republic of Ireland?
Keycare will only transfer your data to third parties within the European Economic Area or (subject to any relevant legal safeguards) the United Kingdom.
How long will Keycare hold my personal data?
Keycare will update your personal data from time to time based on information received from your Policy Seller or from you directly. In order to comply with tax, financial services regulations and other applicable legislation, Keycare will hold your personal data for the duration of the Policy and for six years after it ends, at which time it will be destroyed.
Will Keycare use my personal data for marketing?
Keycare will not use your personal data for marketing purposes (other than, in limited circumstances, to contact you prior to the expiry of the Policy in connection with its renewal or upgrade, as the renewal will normally be handled by your Policy Seller).
What are my rights under Data Protection Legislation?
You have the right to request from Keycare access to and rectification or erasure of personal data or restriction of processing concerning you and to object to processing. In addition, you have the right to data portability. Any questions you may have about data protection should be addressed to the Group Compliance Manager at Keycare at the address below.
You have the right to lodge a complaint with the Data Protection Commission (www.dataprotection.ie).
How do I object to Processing of my Personal Data by Keycare?
Keycare may process your personal data for the purposes of its legitimate interests, including contacting you prior to the expiry of the Policy in connection with its renewal.
You have the right to object to processing by Keycare for the purposes of Keycare’s legitimate interests.
If you wish to exercise this right, please contact the Data Protection Officer at the address below.
Keycare Assistance Limited,
77 Camden Street Lower,
Telephone: 01 506 0365
Keycare Assistance Limited is authorised and regulated by the Central Bank of Ireland: registration number C434286
Registered in the Republic of Ireland under company number 657005
Registered office: 77 Camden Street Lower, St Kevins, Dublin 2