Nationwide LoanCare Cover

Welcome to Nationwide LoanCare Cover

Thank you for choosing Nationwide for your personal loan. We are delighted that you have chosen to protect your payments with LoanCare Cover.

The policy wording is easy to follow and we will do our best to make insuring your personal loan through us as trouble free as possible.

This booklet sets out the benefits, terms and exclusions of your Nationwide unsecured personal loan LoanCare Cover. We suggest that you take some time to read through this document and keep it in a safe place. If you have any questions, please contact Nationwide Trust Limited on 08459 30 20 12 quoting your personal loan account number.

Please read this document in conjunction with your loan agreement, as this gives details on who is insured and also the insurance premiums due. This booklet uses words and phrases that have specific meanings and you will find these explained under 'Definitions'. Defined words are in bold wherever they appear in the Policy Document.

Policy Summary
Policy Document
Definitions
Introduction
Changing your mind - Your cancellation rights
Eligibility, Important Notes and Material Facts
Employment circumstances
Your Benefits At A Glance
Life Cover
Accident and Sickness Cover
Unemployment Cover
Carer Cover
Your Claim
When does your policy end
Cancelling this insurance or repaying your loan early
Promise of Service - Complaints Procedure
General Information

Policy Summary

This is a summary of the policy and does not contain the full terms and conditions of the cover which can be found in the policy document from page 5 onwards. It is important that you read the policy document carefully.

Who are the insurers?

• Aviva Insurance Limited, for accident or sickness cover if your loan is for less than 60 months and unemployment and carer cover
• Norwich Union Life & Pensions Limited for accident or sickness cover if your loan is for 60 months or more and life cover

Both companies are members of the Aviva group. Authorised and regulated by the Financial Services Authority.

What is LoanCare Cover?

This policy will meet your loan repayments if you are unable to work because of accident, sickness or unemployment or if you leave work to become a carer. It will also provide benefit in the event of your death.

To be eligible for this policy you must:

• Be aged 18 or over and under 65 (you must also be under 70 when your loan is due to be repaid)
• Be in paid work of at least 16 hours per week and have been so for the last 6 months
• Live in the United Kingdom (England, Scotland, Wales, Northern Ireland, Channel Islands and the Isle of Man)
• Be the person identified as the insured on the loan agreement

If you are self employed or work on a fixed term contract you should read the policy to make sure it is suitable for your needs - you should pay particular attention to the 'Employment Circumstances', 'Unemployment Cover' and 'Things to Keep in Mind When Claiming' sections. If you are in temporary work you are not eligible for this insurance.

What happens if my circumstances change?

Your eligibility for cover under this policy may change if your circumstances change, for example if you retire from work, voluntarily reduce your hours to less than 16 per week or leave the UK to live abroad. If this happens or is likely to happen you should contact Nationwide immediately.

What are the benefits and features of LoanCare?

The benefit you receive if you make a claim will depend on your age and whether you are working or not. The table below summarises your cover at different ages:

	Unemployment claim	Carer Cover	Disability claim	Life claim
Under 65, working at least 16 hours per week	Yes	Yes	Yes	Yes
65 or over and under 70, working at least 16 hours per week	No	No	Yes	Yes
Under 70, not working	No	No	No	Yes

If you are unable to work for more than 30 days in a row (the waiting period), we will pay 1/30th of your monthly benefit for each day from the 31st day you are unable to work up to your next loan agreement repayment date. We will then pay the full monthly benefit, at monthly intervals, for each following month you are unable to work. We will continue to make these payments:

• - For up to a maximum of 12 months for unemployment or carer claims; or

  - Until your loan is repaid for accident or sickness claims.

  In any case the maximum monthly benefit amount will be your monthly loan repayment
• If you die during your loan, and before your 70th birthday, we will pay the outstanding loan balance at the date of your death up to a maximum of £25,000
• If you are self-employed you will be entitled to claim for unemployment if you have involuntarily ceased trading because you could not find enough work to meet all your reasonable business and living expenses and have declared this to HM Revenue and Customs
• If you receive payment in lieu of notice, your unemployment claim, including the waiting period, will start when you have registered as unemployed after the date your notice period ends
• You will also receive details of our 'Back to Work' service which provides independent confidential advice and guidance to help you return to work.

  What am I not covered for?

  This policy excludes some situations. These generally involve anything you already know about or that are caused by illegal or deliberate acts on your part. You need to check the 'Life', 'Accident or Sickness', 'Unemployment' and 'Carer' sections of the policy document for full details of what is and is not covered. The main exclusions are shown here:

  We will not cover accident or sickness claims which result from:

• A medical condition, and/or associated symptoms, whether diagnosed or not:

  - which you know about when cover starts or you have seen a doctor about in the 12 months before taking out this policy; and

  - which persists or returns during the first 12 months of your policy.

• Pregnancy or childbirth unless there have been medical complications.

  We will not cover unemployment claims:

• If you know about the unemployment at the start of the policy.
• You are notified of, or which happens, within the first 60 days of the policy.
• If you have resigned, retired, taken voluntary redundancy or been dismissed for misconduct.
• After the end of a fixed-term contract unless you have either been employed by the same firm for at least 2 years or are on a contract of at least 12 months which has been renewed at least once with the same employer.

  Note - You need to register for a Job Seeker's Agreement in order to be able to make an unemployment claim.

  We will not cover carer claims:

• Unless you are in receipt of (or awaiting) a Carer's Allowance
• If you know that a member of your immediate family would require a carer at the start date of the policy; or
• If you apply for a Carer's Allowance or are notified of receipt of Carers Allowance within the first 60 days of the policy.

  How long does my LoanCare Cover run for?

  Your cover will continue for the term of your loan and the premium is guaranteed for this period. The policy is designed to cover your monthly loan repayments so you do not need to review the level of cover.
  
  The premium for this policy is calculated for the term of your loan and is added to the money you borrow. Interest is charged on the premium amount for the term of your loan.

  What happens if I take out cover and then change my mind or repay my loan early?

  This insurance is optional and you have the right to cancel your policy during a period of 30 days from the start date of the policy or the day on which you receive your policy documentation whichever is the later. All named borrowers on the loan must agree with the request. If you wish to do so Nationwide Trust will adjust your loan and refund any repayment made towards the insurance element of the loan. If you do not exercise your right to cancel, the policy will continue for the term of the loan and you will be required to pay the premium as stated.

  If you cancel after this period, or repay your loan early, you will be entitled to receive a partial refund of premium. The actual amount you receive will depend on the original term of your loan and the remaining term at the time you cancel your insurance. The table below gives examples of the amount of premium you will receive. Please refer to the 'Cancelling This Insurance or Repaying Your Loan Early' section , in the policy document for a full explanation.

  Approximate Proportion of Premium Refunded

  Your Original Loan Term (Years)	% Refunded If You Cancel After …
  	1 Year	2 Year	3 Years
  3	42%	10%	0%
  5	64%	37%	17%

  For example, if your original loan is for 5 years and you cancel after 2 years, you will receive approximately 37% of your premium as a refund.

  How do I make a claim?

  Please call Nationwide Trust Limited on 08459 30 20 12 between 8.00am and 6.00pm Monday to Friday, or between 9.00am and 12.00am on Saturday.

  How do I make a complaint?

  We hope that you will be very happy with the service that we provide. However, if for any reason you are unhappy with it, we would like to hear from you. In the first instance, please: 
  
• Call the Customer Service Department, Nationwide Trust Limited on 08459 30 20 12; or 
• Write to the Customer Service Department, Nationwide House, 20 Lower Dagnall Street, St. Albans AL3 4RR.

  We are covered by the Financial Ombudsman Service. If you have complained to us and we have been unable to resolve your complaint, you may then be entitled to refer it to this independent body. Following the complaints procedure does not affect your right to take legal action. Further details of our complaints procedure can be found in your policy document.

  Would I receive compensation if the Aviva Group were unable to meet its liabilities?

  We are members of the Financial Services Compensation Scheme (FSCS). You may be entitled to compensation from the scheme if we cannot meet our obligations depending on the type of insurance and circumstances of the claim.

  Policy Document

  Definitions

  Wherever the following words or phrases appear in this policy, they will be shown in bold and have the following meanings:

  Accident and / or Sickness
  Any accident, sickness or disease which occurs after the start date which results in you being totally unable to carry out the duties of your normal work and not doing any other work, as confirmed by a doctor or specialist. Normal work means your work immediately before your accident or sickness, or any other work which we think you are, or may reasonably become qualified for, in view of your training, education and ability.
  
  Carer
  You look after a member of your immediate family on a full-time basis and have completed a Carer's allowance Claim pack and are either in receipt of or awaiting a Carer's allowance from the Department for Work and Pensions.
  
  Carer's allowance
  A taxable benefit paid by the Department for Work and Pensions to informal carers.

  Doctor
  A medical practitioner (other than you or a member of your family) who holds a full qualification entitling him or her to full registration with the General Medical Council.

  Immediate family
  Your spouse, civil partner, live in partner, children and parents.

  Loan agreement
  Your unsecured personal loan agreement with Nationwide Trust Limited for a loan of no more than £25,000 (not including the premium for LoanCare Cover). At least 12 and no more than 84 monthly repayments must be due under the loan agreement.

  Medical complication
  A symptom of pregnancy which has developed into an identified condition diagnosed by a recognised obstetric specialist. It does not include delivery by caesarean section or other surgically assisted means or any normal symptom of a temporary or minor nature, which presents no significant medical hazard to mother or baby.

  Monthly benefit
  An amount equal to the monthly repayment you must pay to Nationwide Trust Limited each month under your loan agreement.

  Outstanding loan balance
  The amount you owe to Nationwide Trust Limited on your insured loan agreement, less any discount for early settlement. The outstanding loan balance does not include any monthly repayment arrears or any associated interest and costs.

  Pre-existing Medical Condition
  Any condition, injury, illness, disease, sickness or related condition and/or associated symptoms, whether diagnosed or not:

• Which you knew about, or should reasonably have known about, at the start date,
  or
• Which you had seen or arranged to see a doctor about, during the 12 months immediately before the start date.

  Self-employed
  You are self-employed if:

• You are carrying on a business in the UK either alone or as a partner in a partnership; or
• You can control the affairs of a company you work for because either you or a relative or a member of your household individually or jointly hold the majority of the voting rights in that company; or
• You can otherwise ensure that the company you work for conducts its affairs according to your wishes.
  
  Specialist
  A doctor who is or has been a consultant at an NHS hospital.

  Start date
  The date when your insurance starts. For life cover this is the date you sign your loan agreement. For accident or sickness, unemployment and carer cover, the date you receive the agreed loan. If you are off work due to accident or sickness at the start date your cover will not begin until you have returned to work.

  Temporary Work
  Work that is casual, occasional or for a specific task. Also work that is seasonal or irregular, or for a period of training or apprenticeship.

  UK
  England, Scotland, Wales, Northern Ireland, the Channel Islands and the Isle of Man.

  Unemployment/Unemployed
  Having no paid work or temporary work and having a Jobseeker's Agreement with the Department for Work and Pensions in the UK. If you are ineligible for a Jobseeker's Agreement you must be able to provide alternative proof acceptable to us that you are actively seeking work in the UK.

  Waiting Period
  The first 30 days of any claim.

  We/Us/Our
  For all unemployment, carer and accident or sickness insurance benefits (if the term of your loan agreement is less than 60 months) Aviva Insurance Limited, Registered in Scotland No: 2116 Registered Office: Pitheavlis, Perth, Scotland, PH2 0NH. For life insurance and accident or sickness benefits (if the term of your loan agreement is 60 months or more) Norwich Union Life & Pensions Limited. Registered in England No: 226742, Registered Office: 2 Rougier Street, York, YO90 1UU. Both companies are members of the Aviva Group and are authorised and regulated by the Financial Services Authority.

  Work
  Any paid work of at least 16 hours a week. This includes self-employed work and statutory maternity and parental leave but not temporary work.

  You/Your/Yours
  The person who is eligible, has applied and been accepted by us for insurance and who has paid or agreed to pay the premiums.

  Introduction

  This policy document provides you with everything you need to know about your LoanCare Cover. It contains the full details of your policy including the exclusions.

  It is important that you read it carefully along with your loan agreement, as this gives details of who is insured and also the insurance premiums due, and keep it in a safe place.

  This policy uses words and phrases that have specific meanings, you will find these explained in the 'Definitions' section. Defined words are shown in 'bold' wherever they appear.

  By choosing this valuable protection you must:

• Be eligible for the insurance cover
• Know what this insurance does and does not cover
• Understand how changes to your work affect your eligibility and the terms and conditions of making a claim.

  Any Questions

  If you have any questions:

• about your eligibility for this insurance; or
• changes to your circumstances
  
  You should call Nationwide Trust Limited on 08459 30 20 12 between 8.00am - 6.00pm Monday to Friday and 9.00am - 12.00am Saturday quoting your personal loan account number.

  Telephone calls may be recorded and monitored

  Claims Advice Helpline
• To register a claim call Nationwide Trust Limited on 08459 30 20 12 between 8.00am - 6.00pm Monday to Friday and 9.00am - 12.00am Saturday.
• To check progress on a claim call us on 01274 844591.

  Telephone calls may be recorded and monitored

  If you are registering a claim you should read the 'Making A Claim' section before calling to make sure you have the relevant information available.

  Changing your mind - Your cancellation rights

  This insurance is optional and you have the right to cancel your policy during a period of 30 days from the start date of the policy or the day on which you receive your policy documentation whichever is the later. All named borrowers on the loan must agree with the request. If you wish to do so Nationwide Trust will adjust your loan and refund any repayment made towards the insurance element of the loan. If you do not exercise your right to cancel, the policy will continue and you will be required to pay the premium as stated.

  To exercise your right to cancel, please return your policy to Customer Relations Team, Nationwide Trust Limited, Nationwide House, 20 Lower Dagnall Street, St Albans AL3 4RR or telephone 08459 30 20 12.

  Nationwide Trust strongly recommend that you use recorded delivery in order that you have proof of postage.

  For your cancellation rights after the statutory cooling off period, please refer to the 'Cancelling This Insurance or Repaying Your Loan Early' section.

  Eligibility, Important Notes and Material Facts

  Eligibility

  You are eligible for this insurance if at the start date you:

• Are aged 18 years or over and under 65 (you must also be under 70 when your loan is due to be repaid)
• Work at least 16 hours per week and have done so for at least the last six months
• Live in the UK, and
• Are the person identified as the insured on the loan agreement.

  Note: Please note that unemployment cover under the policy will end when you reach age 65 or retire.

  For the purposes of this insurance work means any paid work of at least 16 hours per week. This includes self-employed work and statutory maternity and parental leave but it does not include temporary work.

  If you are self employed or you work on fixed term contracts you are eligible for this insurance but you should read the policy carefully to make sure it is suitable for your needs - you should pay particular attention to the 'Employment Circumstances', 'Unemployment Cover' and 'Things To Keep In Mind When Claiming' sections.

  Important Notes:

  1. This policy does not cover any pre-existing medical conditions which persist or return during the first 12 months of the start date of your policy. Pre-existing medical conditions are medical conditions, and/or associated symptoms, whether diagnosed or not which you know about when cover starts or you have seen a doctor about in the 12 months before taking out this policy.
  2. If you are off work due to accident or sickness at the start date Your cover will not begin until you have returned to work. You may still be eligible for the insurance. However, you should be aware that you will not be able to claim for accident or sickness cover during the first 12 months following the start date if you return to work and the condition returns.
  3. This policy will not pay for any unemployment you were aware of at the start date. You will not be covered for any unemployment which we reasonably believe you knew was likely to happen, whether you had official notice or not, when you took out this insurance.
  4. This policy will not pay for any unemployment that you were advised of or which happens during the first 60 days following the start date, whether you were aware of it or not at the start date
  5. You should refer to the 'Cancelling This Insurance Or Repaying Your Loan Early' section to understand how your premium will be refunded if you cancel this insurance or choose to repay your loan early.
  

  If you have any questions you should call Nationwide Trust Limited on 08459 30 20 12

  Material facts

  All material facts must be disclosed. A material fact is one that is likely to influence us in the acceptance and assessment of an application e.g. living outside the UK or in work for less than 16 hours per week. It is your responsibility to provide complete and accurate information to Nationwide Trust Limited when you take out your insurance policy and throughout the life of your policy.

  Please note that if you fail to disclose any material information to us, this could invalidate your insurance cover and could mean that part or all of a claim may not be paid. We recommend you keep a record (including copies of letters) of all information provided to Nationwide Trust Limited and us for your future reference.

  Changes During Your Loan Agreement That May Affect Your Insurance Cover

  It is your responsibility to ensure that this policy continues to meet your requirements should the circumstances of your work change during your loan agreement, as this could affect your entitlement to benefits.

  Your eligibility to make a claim under this policy may change if your personal circumstances change. If this happens or is likely to happen you should discuss with Nationwide Trust Limited. This would include for example:

  • You retiring from work and not intending to actively seek further work
  • Changing your employment e.g. your work becomes temporary
  • You voluntarily reduce your hours of work to less than 16 hours per week
  • You reaching 65 years of age
  • You leave the UK to live abroad

  If you decide the policy is no longer suitable and you wish to cancel it you will be entitled to receive a partial refund of premium. However, this will not be a proportionate amount of the premium you originally paid. Please see the 'Cancelling This Insurance or Repaying Your Loan Early'; section for more details.

  Employment circumstances

  Your employment circumstances will affect your eligibility for cover and entitlement to make a claim. If your employment changes or is likely to change or you have any questions you should contact Nationwide Trust Limited on 08459 30 20 12.

  Fixed term contracts

  If you work on a fixed term contract and your contract is not renewed, you will only be entitled to claim after the end of the fixed term contract for unemployment cover if you meet one of the following criteria:

• You have worked continuously for the same employer for at least 24 months; or
• Your contract is for at least 12 months and has been renewed at least once with the same employer; or
• You were originally employed on a permanent basis but were transferred to a fixed-term contract by the same employer without a break in employment.

  Self Employed

  If you are self-employed you can still have this policy but you will need to provide the following to be entitled to claim for unemployment benefit:

• Satisfactory proof that you have involuntarily ceased trading because you could not find enough work to meet all your reasonable business and living expenses and have declared this to HM Revenue & Customs; and
• Are registered as unemployed with the Department for Work and Pensions (unless exempt).

  Retiring from work

  If you retire from work and do not intend to actively seek further work, you will no longer be eligible for unemployment, carer or accident or sickness cover. You will still be eligible for life cover up to the age of 70.

  Your Benefits At A Glance

  This is only a summary of your cover; full details are given in the following sections.

  Cover	Waiting period	Maximum Claim Duration	Maximum Claim Amount
  Life			The lower of your outstanding loan balance or £25,000
  Accident or Sickness	30 days	Until your original loan agreement expiry date is reached	Your monthly loan repayment
  Unemployment (1)	30 days	12 monthly benefit payments	Your monthly loan repayment
  Carer (2)	30 days	12 monthly benefit payments	Your monthly loan repayment

  NB You cannot make a claim:

  (1) Under the 'Unemployment Cover' section during the first 60 days following the start date.
  (2) Under the 'Carer Cover' section during the first 60 days, unless the condition giving rise to the claim was unforeseen.

  Life Cover

  What is covered

  If you die before reaching your 70th birthday, we will pay the outstanding loan balance on your loan agreement at the date of your death up to a total of £25,000

  Accident and Sickness Cover

  What is covered

  If an accident or sickness prevents you working for more than 30 days in a row (the waiting period), we will pay:

• 1/30th of your monthly benefit for each day from the 31st full day you are unable to work up to your next loan agreement repayment date, then
• The full monthly benefit, at monthly intervals, for each following month you are unable to work, then
• At the end of your accident or sickness, we will pay 1/30th of the monthly benefit for each day of your accident or sickness from the day after you were last paid benefit to the last day of your accident or sickness.

  If we start paying accident and sickness benefit, we may decide to pay your outstanding loan balance, up to a maximum of £25,000. Once we have made this payment we will not be liable to pay any more benefits.

  

  If you return to work after claiming for accident or sickness and then are unable to work within three months because of the same accident or sickness you do not have to wait before benefits can be paid.

  What is not covered

  We will not pay any accident or sickness claims due to or arising from:

  Any pre-existing medical condition which persists or returns during the first 12 months of this insurance. This exclusion will not apply once you have been insured under the policy for 12 months, so long as you are attending work at the start of your claim.

  This means we will not pay for any condition, injury, illness, disease, sickness or related condition and/or associated symptoms, whether diagnosed or not

  - which you knew about, or should reasonably have known about, at the start date, or

  - which you had seen or arranged to see a doctor about, during the 12 months immediately before the start date.

• Pregnancy or childbirth - unless there has been a medical complication.
• Cosmetic surgery or other treatment which is not medically necessary.
• Your detention in prison under the direction of a court of law. This will not apply if you are later acquitted.
• Your own wilful actions, drug or alcohol abuse (this does not include any drugs prescribed by your doctor, except if they are to treat drug addiction).
• Any dishonest or exaggerated behaviour by you or anyone acting for you. If this happens, you will have to return any benefits already paid and you will forfeit all future rights under this policy.
• War, invasion, act of foreign enemy, hostilities or a warlike operation or operations (whether war be declared or not), civil war, rebellion, revolution, insurrection, civil commotion assuming the proportions of or amounting to an uprising, military or usurped power and/or any action taken in controlling, preventing, suppressing or in any way relating to any of these causes or events.

  Note If you are not working at the time your accident or sickness occurs, you will not be able to claim for accident or sickness unless you were actively seeking work and registered as unemployed.

  Unemployment Cover

  What is covered

  If you are unemployed for more than 30 days in a row (the waiting period), we will pay:

• 1/30th of your monthly benefit for each day from the 31st full day you are unemployed up to your next loan agreement repayment date, then
• The full monthly benefit, at monthly intervals, for each following month you are unable to work up to a maximum of 12 months in total.
• If your unemployment ends before you have received 12 monthly benefit payments, we will pay 1/30th of the monthly benefit for each day of your unemployment from the day after you were last paid benefit to the last day of your unemployment.

  

• If, after claiming for unemployment, you are made unemployed again within three months of returning to work, you will not have to wait before benefits can be paid. We will combine these two periods of unemployment into one claim when calculating your benefit period subject to a maximum benefit of 12 months per claim.
• Once we have paid the maximum number of 12 payments, you need to return to work for at least 6 consecutive months before you can make another unemployment claim.

  Temporary work

  If you do any temporary work:
  - during a claim, your monthly benefit will be suspended during the period of temporary work and will be resumed when the temporary work finishes.
  - during the waiting period, the waiting period will be suspended until the end of the temporary work.
  

  Self-employed

  If you are self-employed and you have involuntarily ceased trading because you could not find enough work to meet all your reasonable business and living expenses and have declared this to HM Revenue & Customs, you will be entitled to claim for unemployment benefit.

  For the purpose of this insurance, you are self-employed if you fit the definition of self-employed in the definitions section of this document. If you do not fit this description, all other terms, conditions and exclusions of this policy will apply.

  In either case you will need to have a Jobseeker's Agreement for the whole time you are claiming. If you are ineligible for a Jobseeker's Agreement, you must be able to provide ongoing alternative evidence that is acceptable to us that you are unemployed and actively seeking work. This could include copies of job applications, responses and registration with job agencies.

  Payment in Lieu Of Notice

  If you have been paid or are entitled to be paid instead of working out your notice period, any claim for unemployment, including the waiting period, will not start until the end of your notice period.

  What is not covered

  We will not pay for any unemployment:

• We reasonably believe you knew was likely to happen, whether you had official notice or not, when you took out the policy.
• You are notified of or which happens within the first 60 days of the start date.
• If you have resigned or taken voluntary redundancy.
• If you retire and do not intend to actively seek further work.
• Due to your misconduct.
• After temporary work (unless you have taken temporary work during a claim).
• Which is normal, regular or seasonal in your work.
• After the end of a fixed-term contract which is not renewed, unless:

  - you have worked continuously for the same employer for at least 24 months; or

  - your contract is for at least 12 months and has been renewed at least once with the same employer; or

  - you were originally employed on a permanent basis but were transferred to a fixed-term contract by the same employer without a break in employment.

• As a result of you being detained in prison under the direction of a court of law. This will not apply if you are later acquitted.
• Due to your own wilful actions, drug or alcohol abuse (this does not include any drugs prescribed by your doctor, except if they are to treat drug addiction).
• Any dishonest or exaggerated behaviour by you or anyone acting for you. If this happens, you will have to return any benefits already paid and you will forfeit all future rights under this policy.
• War, invasion, act of foreign enemy, hostilities or a warlike operation or operations (whether war be declared or not), civil war, rebellion, revolution, insurrection, civil commotion assuming the proportions of or amounting to an uprising, military or usurped power and/or any action taken in controlling, preventing, suppressing or in any way relating to any of these causes or events.

  Carer Cover

  What Is Covered

  If you voluntarily leave your work to become a carer for more than 30 days in a row (the waiting period), we will pay:

• 1/30th of your monthly benefit for each day from the 31st full day you are a carer up to your next loan agreement repayment date, then
• The full monthly benefit, at monthly intervals, for each following month you are a carer, up to a maximum of 12 months in total.
• If you cease to be a carer, before you receive 12 monthly benefit payments, we will pay 1/30th of the monthly benefit for each day you continue to be a carer from the day after you were last paid benefit to the last day you were a carer.

  

• If you claim for a second period of being a carer within three months of returning to work, you will not have to wait before benefits can be paid. We will combine these two periods into one claim when calculating your benefit period subject to a maximum benefit of 12 months per claim.
• Once you have received the maximum number of 12 payments, you need to return to work for at least 6 consecutive months before you can make another carer claim.

  What is not covered

  Any claim for carer cover:

• If at the start date we reasonably believe you were aware of the need, or likely need at any time in the future, for a member of your immediate family to require a carer.
• If within the first 60 days of your start date you apply for a Carer's allowance, or are notified of receipt of a Carer's allowance, we will not consider a carer claim unless the condition of the member of your immediate family requiring a carer was due to or caused by an unforeseen event happening after the start date.
• Where the person you are caring for is not a member of your immediate family.
• Any dishonest or exaggerated behaviour by you or anyone acting for you. If this happens, you will have to return any benefits already paid and you will forfeit all future rights under this policy.
• War, invasion, act of foreign enemy, hostilities or a warlike operation or operations (whether war be declared or not), civil war, rebellion, revolution, insurrection, civil commotion assuming the proportions of or amounting to an uprising, military or usurped power and/or any action taken in controlling, preventing, suppressing or in any way relating to any of these causes or events.

  Your Claim

  Making a claim

  It is important that you register your claim as soon as possible with Nationwide Trust Limited.

  For Life Claims

  Your dependents or representatives should register the claim as soon as possible by contacting Nationwide Trust Limited. The original, unmarked, death certificate must also be forwarded to Nationwide Trust Limited, Nationwide House, 20 Lower Dagnall Street, St Albans AL3 4RR.

  For Accident or Sickness, Unemployment or Carer Claims

  Step 1

  Contact Nationwide Trust on 08459 30 20 12, as soon as reasonably possible, to request a claim form.

  Step 2

  Accurately fill in the claim form:

• For an accident or sickness claim you will need to get a doctor to fill in the relevant section of the form.
• For an unemployment claim you will need to arrange for a Department of Work and Pensions official and your previous employer to fill in the relevant sections of the form.
• For a carer claim you will need to arrange for your previous employer to fill in the relevant section of the form and provide evidence that you are either in receipt of or awaiting a Carer's allowance.

  Step 3

  Send the claim form to us, using the pre-paid envelope provided.

  Our claims office address is

  Claims Department
  Norwich Union
  PO Box 254
  1 New Augustus Street
  Bradford
  BD1 5YP

  Things to keep in mind when claiming

• You must supply and pay for all reasonable information or evidence we ask for to support your initial claim and from time to time throughout your claim. If we ask for proof, you need to be able and willing to supply it.
• If we do not receive all the information we need (for example declarations and medical questionnaires) or if these documents are not acceptable to us we may delay or suspend your claim payments.
• We may contact your past employers or other insurers for information about you.
• For unemployment claims you need to have a Jobseeker's Agreement for the whole time you are claiming. If you are ineligible for a Jobseeker's Agreement, you must be able to provide ongoing alternative evidence acceptable to us that you are unemployed and actively seeking work. This could include copies of job applications, responses and registration with job agencies.
• When making an accident or sickness claim you must agree to any medical examination which we arrange and pay for.
• If you are a carer making a claim, we need satisfactory proof that you are required to look after a member of your immediate family, that you have completed a Carer's allowance Claim pack and are either in receipt of or awaiting a Carer's allowance.
• We are concerned that you should not pay for the dishonesty of others. We make random checks, so do not be alarmed if one of our claims advisers calls. We also exchange information with other insurers to prevent fraud.

  Paying claims

  We will make claim payments to Nationwide Trust Limited on your behalf. When we have made these payments, we will not make any further payments for the same claim.

  Switching between claims

  If you need to you can switch from an unemployment to an accident or sickness claim or a carer claim or any combination - there is no additional waiting period.

  You cannot claim for accident or sickness, unemployment, or a carer claim at the same time.

  When will monthly claim payments end

  We will continue paying your claim until the first of the following happens:

• Your unemployment ends, you recover from your accident or sickness or you are no longer a carer.
• We have paid the maximum of 12 monthly benefits for any one continuous period of unemployment or period for which you are a carer or a combination of both.
• Your outstanding loan balance is repaid.
• For unemployment or carer cover you reach the age of 65 or retire.
• For Accident or sickness cover you reach the age of 70.

  When does your policy end

  The cover provided by this policy and all benefit payments will end, if any of the following happens:

• The loan repayments for your loan agreement end.
• The original date agreed by Nationwide Trust Limited for your loan agreement to be repaid is reached.
• Your loan agreement is transferred to a third party.
• For unemployment or carer cover, you reach the age of 65 or retire; or
• For accident and sickness cover, you reach the age of 70 or retire.
• For life cover, you reach the age of 70.
• You make a false claim (you will have to return any claim payments we have made).
• You die.

  The cover provided by this policy will end if you cancel at any time following the end of your statutory cooling off period by giving us 30 days written notice. However, we will continue to pay monthly benefit that is due to be paid for accident or sickness, unemployment or carer cover for any claim that happened prior to the cancellation date.

  Cancelling this insurance or repaying your loan early

  The premium for this policy is calculated for the term of your loan agreement and is added to the money you borrow under this loan agreement. Interest is charged on the premium amount for the term of your loan agreement.

• If you cancel your policy during the statutory cooling off period you will be entitled to a full refund of the premium paid. Please see the "Changing your mind - Your Cancellation Rights" section.
• If you cancel your policy (or repay your loan before the scheduled end date) after the statutory cooling off period you will be entitled to a partial refund of your original premium. This refund is not calculated on a proportionate basis.

  The table below shows examples of the approximate proportions of the original premium that you can expect to receive as a refund. Please note this table is for guidance only, a personalised refund figure will be provided to you on request.

  Number of Monthly Loan Repayments Made	Approximate proportion of the original premium refunded to you
  	2 Year Loan Term	3 Year Loan Term	4 Year Loan Term	5 Year Loan Term
  After 12 monthly repayments (1 year)	22.5%	42.4%	54.8%	63%
  After 24 monthly repayments (2 year)	0%	10.4%	24.5%	35.9%
  After 36 monthly repayments (3 year)	0%	0%	6%	16.1%
  After 48 monthly repayments (4 year)	0%	0%	0%	3.9%

• You have the right to cancel your policy at any time by giving 30 days written notice by writing to the Customer Relations Team, Nationwide Trust Limited, Nationwide House, 20 Lower Dagnall Street, St Albans AL3 4RR.

  Nationwide Trust strongly recommend that you use recorded delivery in order that you have proof of postage.

  Promise of Service - Complaints Procedure

  Our goal is to give excellent service to all our customers but we recognise that things do go wrong occasionally. We take all complaints we receive seriously and aim to resolve all our customers' problems promptly. To ensure that we provide the kind of service you expect we welcome your feedback. We will record and analyse your comments to make sure we continually improve the service we offer.

  What will happen if you complain?

• We will acknowledge your complaint within 2 working days of receipt.
• We aim to resolve complaints, following assessment and investigation, within 5 working days of receipt.

  Most of our customers' concerns can be resolved quickly but occasionally more detailed enquiries are needed. If this is likely, we will contact you with an update and give you an expected date of response.

  What to do should you be dissatisfied?

  If you have a complaint about the handling of your insurance please call 08459 302012 or write to: Customer Services Department, Nationwide Trust Limited, Nationwide House, 20 Lower Dagnall Street, St Albans AL3 4RR.

  If you have a complaint about a claim you have made, please write to Claims Operations Manager, Norwich Union, PO Box 254, 1 New Augustus Street, Bradford BD1 5YP or telephone 01274 844591

  If you remain unhappy with the decision you receive, you may write to the Chief Executive, Norwich Union, PO Box 6, Surrey Street, Norwich, NR1 3NS.
  
  If you are dissatisfied with our final decision (from the Chief Executive Officer), you can refer the matter to the Financial Ombudsman Service (FOS).
  
  Full contact details of both our Chief Executive and the FOS will be provided when we write in response to your complaint.

  Notes

  1. The FOS will only consider your complaint if you have given us the opportunity to resolve it and you are a private policyholder. If, however, we do not resolve your complaint within 40 working days, the FOS will accept a direct referral.
  2. Whilst we are bound by the decision of the FOS, you are not.
  3. Following the complaints procedure does not affect your right to take legal action.
  

  General Information

  This insurance is underwritten by Aviva Insurance Limited and Norwich Union Life & Pensions Limited.

  Both companies are members of the Aviva group and are authorised and regulated by the Financial Services Authority.

  Norwich Union Life & Pensions Limited has agreed that Aviva Insurance Limited may administer this insurance on its behalf.

  The Law

  There is a choice of law for this insurance, but unless we agree otherwise, the law for that part of the UK where you live at the start date will apply.

  All documentation and communication in relation to this policy will be in English

  Financial Services Compensation Scheme

  Norwich Union's obligations are covered by the Financial Services Compensation Scheme (FSCS). If we are unable to meet our obligations, you could be entitled to compensation from this scheme, depending on the type of insurance and the circumstances at the time.

  You would be covered for all of the first £2,000 of any claim and 90% of the remainder, without any upper limit.

  Further information about the scheme is available from the FSCS website www.fscs.org.uk or write to Financial Services Compensation Scheme, 7th Floor Lloyds Chambers, Portsoken Street, London, E1 8BN.

  Data Protection Act - Information Users

  For the purposes of the Data Protection Act 1998, the joint Data Controllers in relation to any personal data you supply are Aviva Insurance, Norwich Union Life & Pensions Limited and Nationwide Trust Limited.

  Insurance Administration

  Information you supply may be used for the purposes of insurance administration by us, our associated companies and agents, and Nationwide Trust Limited. It may also be disclosed to regulatory bodies for the purposes of monitoring and/or enforcing our compliance with any regulatory rules/codes. Your information may also be used for research and statistical purposes and crime prevention. It may be transferred to any country, including countries outside the European Economic Area for any of these purposes and for systems administration. Where this happens, we will ensure that anyone to whom we pass your information agrees to treat your information with the same level of protection as if we were dealing with it.

  If you give us information about another person, in doing so you confirm that they have given you permission to provide it to us and for us to be able to process their personal data (including any sensitive data) and also that you have told them who we are and what we will use their data for, as set out in this notice.

  In the case of personal data, with limited exceptions, and on payment of the appropriate fee, you have the right to access and if necessary rectify information held about you.

  Sensitive Data

  In order to assess the terms of the insurance contract or administer claims which arise, we may need to collect data which the Data Protection Act defines as sensitive (such as medical history or criminal convictions). By proceeding with this insurance, you signify your consent to such information being processed by us or our agents.

  Use of your information by Nationwide

  Any information about you and your account may be shared within Nationwide to open and manage your account, make lending decisions, collect debts, trace debtor, prevent fraud and money laundering and for business analysis. It may also be shared within Nationwide and with specialist companies for market research purposes on behalf of Nationwide. Nationwide will update all of your records, unless you tell them otherwise, if you make changes to your personal details.

  Nationwide will not share information with other companies for marketing purposes. You have the right to access your personal records. You can ask for a copy of our leaflet "How Nationwide uses Personal Information" which will tell you more about how to apply for your records and explains in more detail how your information will be used.

  Fraud prevention and detection

  In order to prevent and detect fraud we may at any time:

• Share information about you with other organisations and public bodies including the police.
• Undertake credit searches and additional fraud searches.
• Check and/or file your details with fraud prevention agencies and databases, and if you give us false or inaccurate information and we suspect fraud, we will record this.

  We can on request supply further details of the databases we access or contribute to.

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  Nationwide Trust is wholly owned subsidiary and appointed representative of Nationwide Building Society. Nationwide Trust Limited, registered in England, number 01060355. Registered office Nationwide House, 20 Lower Dagnall Street, St Albans, Herts AL3 4RR

  Nationwide Building Society is authorised and regulated by the Financial Services Authority for life assurance, pensions, unit trusts, insurance and regulated mortgages

  Nationwide Building Society, Nationwide House, Pipers Way, Swindont, SN38 1NW

  Nationwide is a registered trademark of Nationwide Building Society

  © Nationwide Building Society

  April 2007

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