Customer Guide & Terms - CW Assured

The CW Assured product (the “Plan”) provides cover for the inspection carried out on your vehicle by our trained NAMA (National Association of Motor Auctions) Inspectors at Cazoo Wholesale centre. Assurant administers the CW Assured.

For more information about Cazoo Wholesale vehicle grading, please visit:wholesale.cazoo.co.uk/about/vehicle-grading

The Inspection report provides you with a status of the current condition of the vehicle at the point of inspection.

The CW Assured provides you with peace of mind that if you have a problem with your vehicle, which relates to one of our checks and within the claim period, you can contact Assurant to make a claim.

The duration of the cover is 2 days which will begin from the point the vehicle is delivered or collected and will expire after 2 days. For example if you receive your vehicle on 1^st July then your cover will begin immediately and will then end at midnight on 3^rd July.

This Cover includes 1-hour diagnostics or £50 whichever is lower and hourly labour rates at a maximum of £50 per hour (including VAT).

The total aggregate claim limit is £3,000.

This document provides an overview of the CW Assured and more information about how you can make a claim should you need to.

You can contact Assurant on 0330 100 3821 (Monday – Friday 9am-5pm) or email us at CazooClaims@assurant.com

Cazoo reserve the right to rescind the vehicle. Buyers should refer to the Cazoo Wholesale Terms & Conditions and any vehicle returned to Cazoo will not be covered by CW Assured.

The provider. This Agreement is a contract between You and the Provider. The Provider is Cazoo Limited (“Cazoo”, “we”, “us”, “our”) provides your CW Assured. We are registered in England and Wales under company number 11624245 and our registered office is at 40 Churchway, London, NW1 1LW. Our VAT number is 310 2200 90.

About the Administrator. Assurant is a trading name of the following companies registered in England and Wales. This CW Assured is administered by TWG Services Limited (the “Administrator”). The Administrator is registered in England and Wales under company number 01883565 and its registered office is at Twenty Kingston Road, Kingston Road, Staines-Upon-Thames, Surrey, TW18 4LG. The Administrator has been appointed by the Provider to be Your first point of contact.

If you would like this document in another format, such as in large print, braille or on CD, please call us on 0330 100 3821 (Monday – Friday 9am-5pm) or email us at CazooClaims@assurant.com

All vehicles purchased from Cazoo Wholesale are covered under CW Assured providing they meet the below criteria;

• 12 Years old or under
• Under 130,000 miles
• Vehicle value under £40,000 at time of purchase

Your Cazoo Wholesale Inspection report will be available by visiting wholesale.cazoo.co.uk/buyer-net and you will be provided a copy of this report when you purchase the vehicle. Details of the report are listed below including the checks which are carried out by the Cazoo Wholesale inspector .

The inspection is completed whilst the vehicle is stationary.

Inspection checklist	Pass	Advisory	Fail
Engine Compartment – Check for evidence of oil leaks	No evidence of leaks reported	Visible signs of oil in engine bay.	Oil leaked onto floor
Engine Compartment - While Engine is running check for excessive noise and check the engine is running smoothly	Engine is running smoothly in-line with the age, mileage and fuel type of the vehicle	-	Evidence of excessive noise
Exterior – Checks for excessive smoking coming from the engine And/or in exhaust pipe	No Smoke coming from the engine and/or exhaust pipe	-	Smoke visible from the engine and/or exhaust pipe
Exterior – Check the Operation of lights- for the front and rear side lights, head lights, brake lights, reflectors, number plate lights, indicator lights and fog lights.	Lights illuminate	Signs of water ingress	Lights do not illuminate.
Interior – Check the Operation of sunroof/ blind/panroof	Sun roof operates as expected	-	Fault found with the operation of the sunroof
Interior – Check operation of clutch pedal	Check the clutch pedal is operational. Whilst stationary.	High or low biting point will be noted on the report. Any excessive clutch noise will be added to the report	Not functional
Interior – Check operation of instrument gauges and horn	Fuel gauge and horn operate inline with vehicle handbook	-	Either the Horn or fuel gauge is not operational
Interior – Check operation of interior lights	Check drivers interior lights are operational	-	Fault found with an interior light
Interior – Check operation of hand brake	Brake operates as expected	High biting point on manual handbrake. Noisy electric handbrake	Not operational
Interior – Check operation of radio / infotainment system	System powers on	-	Not operational
Interior – Check operation of rear-view mirror and sun visors	Mirror and sun visors operate as expected	-	Not operational
Interior – Check operation of Sat Nav	System powers on	-	Not operational
Interior – Check operation of seat mechanisms and mountings (electric and heated or manual) Driver seat only	Check the seat can be adjusted electrically or manually	-	Issue identified with the seat operation
Interior – Check operation of windows and mirrors (Electrical check only from driver seat)	Check the operation of all windows and mirrors from the driver seat	-	Issue identified with the operation of 1 or more window and/or mirror
Interior - Warning Lights will be checked and documented in the report.   Engine Management Light Brake Wear Indicator light ABS Warning light Oil Warning light Glow Plug light   Warning lights are only reported if they remain illuminated during inspection and start up	No light is illuminated at point of inspection	Yes a Light is illuminated in amber	Yes a warning light is red and will be noted on the report.
Interior – Airbag Warning Light will be checked and documented in the report.	No light is illuminated at point of inspection	-	Yes a warning light is illuminated and will be noted on the report.
Interior – Check the operation for Transmission and Gear selection	Static selection of all gears. To pass all gears engage	-	To fail one or more gears do not engage as expected

	Any Vehicle with this symbol by the Inspection check is Not Assured as the vehicle falls outside of the qualifying criteria

• All our inspections are documented and provided to the buyer. Any body work or cosmetic issues listed within the report are not covered by this CW Assured. Any cosmetic issues identified will not be covered.
• Often you will see warning lights for wear and tear on vehicles for example brake pads & discs. This is not covered.
• Assured will support up to £3,000 including VAT any further fees will not be covered.
• We are unable to cover an issue if sufficient evidence is not provided to support the claim. This includes providing video or image evidence of the issue or providing access for our 3^rd party assessment.
• If the part was not inspected, then you would not be eligible to claim against this part. See the Inspection Report for a full list of checks performed.
• We will only assure OEM standard vehicles and will not cover any modifications over and above this.
• The vehicle would not be covered if modified. If the vehicle was modified for example mapped this would invalidate the plan
• Any parts which have not failed to perform their normal function that are replaced as part of the repair would not be covered, including but not limited to timing belts; clutch; water pump.
• For all EV Assured the Electric Vehicle Battery (EVB) is not covered for failures or degradation.
• Any repair fees above Autodata (or equivalent industry standard) recommended repair costs will not be covered by CW Assured and the buyer would be responsible for any additional costs.

You can make a claim on a vehicle purchased from Cazoo Wholesale providing you have an Inspection Report and the following criteria have been met;

• Within 2 days (or up to 500 miles whichever comes first) of the vehicle leaving Cazoo Wholesale
• Within 2 days (or up to 500 miles whichever comes first) from vehicle delivery if the vehicle is being delivered by Cazoo Wholesale

You can raise a claim with Assurant if you do identify any issues with your vehicle. You cannot claim for faults in areas that are not listed within the Inspection Report and therefore not covered.

Sufficient evidence of the fault must be provided to support the claim. Failure to provide this will result in the claim being declined.

If the part was not inspected, then you would not be eligible to claim against this part. See the Inspection Report for a full list of checks performed.

You cannot claim against an inspected part if the status is already recorded as failed.

The CW Assured includes 1-hour diagnostics or £50 whichever is lower. In giving authorisation for Maintenance or Repairs, we will assess repair times in line with Autodata (or equivalent industry standard) recommended repair or service times and hourly labour rates at a maximum of £50 per hour (including VAT).

The total aggregate claim limit is £3,000.

You must register your claim within the first 2 days of receiving or collecting your vehicle. You can log a claim with us online by visiting wholesale.cazoo.co.uk/buyer-net Cazoo Wholesale will record the collection or delivery time of your vehicle.

To process your claim, we will need supporting evidence for all claims. Using our online claims portal, you can upload images and videos to support your claim.

Step 1 – Please visit the website to complete the claims form within the first 2 days of receiving or collecting your vehicle – as per section 6. We will need the following in order to log your claim;

• Your personal details
• Vehicle Information
• A description of the fault(s) along with any supporting documentation including photos, videos, or any diagnostic reports.
• Advise the fault related to Inspection Report
• The current Inspection Status; Pass/Advisory/Fail
• The current vehicle mileage

Step 2 – One of our agents will assess the claim within 2 working days and either contact you via email or telephone for further information or provide an outcome.

Step 3 – Providing your claim has been validated, we will then provide access to our network of repair garages, or alternatively, if your chosen VAT registered garage has  repair facilities you can send an invoice to Assurant and we will pay out in-line with Autodata (or equivalent industry standard) recommended repair and parts costs or service times and hourly labour rates at a maximum of £50 per hour (including VAT). CW Assured covers 1 hour of diagnostics.

Or, you can call us on 0330 100 3821 (Monday – Friday 9am-5pm)

All Invoices must be raised to CD Auction Group Limited c/o TWG Service Ltd PO BOX 105, Mitcheldean, Glos, GL17 0AF

The Administrator may authorise Maintenance or repairs immediately; call for other estimates; nominate another repairer; investigate the Maintenance or repair request further; insist on the use of factor or pattern parts; exchange or remanufactured units; or appoint an independent assessor to inspect the vehicle.

If you need further support in relation to your CW Assured Plan you can contact us at:

The Aspen Building, Floor 2, Vantage Point Business Village, Mitcheldean, Gloucestershire, GL17 0AF

You can call us on 0330 100 3821 (Monday – Friday 9am-5pm) or Email us at CazooClaims@assurant.com

If you have a complaint about the terms of this Plan, administration or claims handling, you can contact us using the details provided below.

Customer Relations Team, TWG Services Limited, The Aspen Building, Floor 2, Vantage Point Business Village, Mitcheldean, Gloucestershire, GL17 0AF.

Telephone: 0330 100 3247 (Monday–Friday, 9:00am–5:00pm).

Email: Customer.Relations@assurant.com

Should you remain dissatisfied after you have made a complaint, we will provide you with details of how you can take any concerns further in our final response letter.

The law of England and Wales applies to this Plan and the parties shall submit to the non-exhaustive jurisdiction of the courts of England and Wales.

We work closely and share data with law enforcement and fraud prevention agencies to identify fraud and support prosecution where the appropriate evidence exists. We, and other organisations, may access and use the information recorded by fraud prevention agencies. It is important that when applying for, renewing or amending this Plan, or making a repair request, you or anyone acting on your behalf must take reasonable care to answer all questions honestly and to the best of your knowledge. Failure to do so may affect the validity of your Plan and the repair request.

If false or inaccurate information is provided and fraud is identified, then we may;

not pay for any repairs and cancel your Plan

report you to the relevant authorities

pass the details to fraud prevention agencies

recover any costs we have incurred and, if necessary, take any legal action to recover such costs.

The Provider is acting as the Data Controller of the personal data you provide and is committed to protecting the privacy and security of your personal data, according to the United Kingdom General Data Protection Regulation (“UK GDPR”) and the Data Protection Act 2018.

The Data Controller will process the following personal data: your name, surname, physical address, vehicle registration number, phone number and email address. If you do not provide the personal data required, we may be unable to provide the services contained under the Plan.

Your personal data will be used for the following purposes:

• To provide you with the Plan, and for the administration of your Plan, based on the performance of your contract.
• Fraud prevention, based on our legal obligation. This may involve sharing your personal data confidentially with suppliers of products or services (including repairs) engaged by you or by us in the purchase or performance of the policy.
• Anti-money laundering, anti-terrorism efforts and sanctions screening, based on our legal obligation.

Where your personal data is transferred outside of the UK and EEA for policy administration the Data Controller will make sure it is protected to the same extend as required in the UK and EEA. Therefore, a) transfers of personal data will occur to countries with privacy laws that give the same protection as the UK and EEA and are considered as adequate countries, by decision of the Secretary of State and/or the EU Commission; or b) the Data Controller will ensure that appropriate Standard Contractual Clauses are in place for those countries with privacy laws that do not have adequate protection. To obtain a copy of the relevant transfer mechanism or additional information about transfers, please contact us.

Your personal data will be kept for only as long as necessary for the purposes described in this section, after which time it will be destroyed. Your personal data may however be kept longer if required by law.

You have a number of rights to your data these include: the right to be informed, have access, rectification, receive your data in a transferable format, erasure, restriction of processing and object to how your data is processed.

To obtain a copy of your personal data held by us, for more information on the rights to your data or to exercise one of your data rights, please contact our data protection officer (“DPO”) who is responsible for overseeing privacy matters at Cazoo:

Post: Cazoo, Imperial House, Botleigh Grange Campus, Southampton, SO30 2AF

Email: DPO@cazoo.co.uk

You have the right to make a complaint at any time to the Information Commissioner’s Office, the UK supervisory authority for data protection issues.

Please note that calls may be recorded by us for training and monitoring purposes.