Your nearest Apia branch

We have branches in the following locations: ACT: Canberra. New South Wales: Albury; Coffs Harbour; Gosford; Newcastle; Port Macquarie; Wollongong. Queensland: Bundaberg; Cairns; Coolangatta; Hervey Bay; Maroochydore; Southport. South Australia: Adelaide; Kadina; Victor Harbor. Tasmania: Hobart; Devonport; Launceston. Victoria: Melbourne; Ballarat; Bendigo; Geelong; Rosebud; Traralgon; Warrnambool. Western Australia: Bunbury; Mandurah. Please call 13 50 50 or visit apia.com.au for the address of your nearest branch.

Home Insurance
Product Disclosure Statement and Policy Wording

Apartment Style Residence

Insurance issued by Australian Alliance Insurance Company Limited (AAI) ABN11006471709 AFSL No. 235011. Australian Pensioners Insurance Agency Pty Limited ABN14099650996 acts as agent and authorised representative of AAI. AP02572 13/01/10 B

Welcome to Apia
Thank you for choosing Apia. If you need anything in relation to your insurance, or if you need to make a claim, you can call us 24 hours a day, 7 days a week on 13 50 50.

Contents
The General Insurance Code of Practice Product Disclosure Statement Significant features and benefits About the insurer What you must tell us Exclusions applicable to your policy Policy Wording Our agreement with you Contents insurance cover Contents insurance additional benefits Legal liability cover Valuables cover Specified valuables cover General exclusions applicable to your policy Claims information Making a claim Paying your claim Important information How we resolve your complaints Glossary of important words and phrases 1 2-8 2 4 5 6 9-36 9 10 14 26 30 32 34 37-40 37 40 41-42 43-44 45-48

How to use this Product Disclosure Statement and Policy Wording

We have designed this Product Disclosure Statement and Policy Wording so that it is easy for you to see what is covered and what is not covered. In most areas of the Policy Wording, we have put What IS covered on the left hand page of the booklet, and What is NOT covered on the right hand page of the booklet. Where a limit applies to a particular benefit of this policy, it will be shown in the far right hand column under Maximum benefit. To fully understand your cover, you should read the full Policy Wording including any limitations and exclusions that may apply. If there is anything you dont understand, please feel free to discuss it with us at your nearest Apia branch, either by telephone or in person. You may need to refer to this document from time to time. So keep it in a safe place.

Inflation protection
The sum insured shown on your certificate for your contents insurance will be automatically adjusted at the end of each period of insurance to account for inflationary trends.

Sum insured
The sum insured shown on your certificate includes taxes and charges and is the maximum amount we are obliged to pay in settlement of any claim.

The General Insurance Code of Practice

Apia believes it is important that insurance companies meet high performance and service standards. Thats why we fully support the General Insurance Code of Practice. The Code sets the standards of customer service to be provided by the insurance industry. It covers matters such as purchasing insurance, claims handling and dispute resolution. The Code is the general insurance industrys promise to be open, fair and honest in the way it deals with customers. Thats the way Apia runs its business. You can obtain more information about the Code from your local Apia branch or from the Insurance Council of Australia.
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Notice
If more than one person is insured under this policy, a failure or wrongful action by one of those persons may adversely affect the rights of the other person(s) insured under this policy.
This insurance product is issued by: Australian Alliance Insurance Company Limited ABN 11 006 471 709 Australian Financial Services Licence No. 235011 Level 4, 440 Collins Street, Melbourne, VIC 3000. This Product Disclosure Statement was prepared on 20/02/2008.

Product Disclosure Statement

Please read this Product Disclosure Statement and Policy Wording carefully so you are aware of the risks, limits of cover and other significant features associated with this policy.  Additional benefits as described in the Policy Wording on pages 14 25. Australia-wide cover. Your contents are covered for most insured events anywhere in Australia whilst temporarily removed from your address for up to 120 consecutive days. (Note: some restrictions apply. Please see the Policy Wording on page 16.)  Removal of damaged property. Your contents are covered for the reasonable cost of removing debris and damaged property up to $5,000.  Temporary accommodation costs you incur for similar temporary accommodation if your residence becomes unliveable due to loss or damage covered by this policy, up to 20% of the sum insured on your contents.  Contents in professional storage. You can choose to cover your contents in professional storage for most insured events.  Guests, visitors and carers contents are covered up to $2,000. Veterinary expenses up to $1,000 if your pet is injured as a result of vehicle impact. Temporary repairs and protection to prevent further loss or damage following any loss or damage covered by this policy, for reasonable costs. Valuable items insurance provides cover for accidental loss or damage to your valuable items up to an amount of $1,000 per item, pair, set or collection. Specified valuable items insurance provides cover for accidental loss or damage to your valuable items that you specify up to the limits shown on your certificate.

Significant features and benefits

The Apia Home Insurance Apartment Style Residence policy offers three types of cover to choose from. The cover you choose will be shown on your certificate. Here is a brief summary of the significant benefits available under each type of cover. For the full details you must read the entire Policy Wording which starts on page 9. Contents insurance provides cover for the following.  Loss or damage to your contents caused by an event listed under Contents insurance cover on pages 10 13, up to the sum insured shown on your certificate.  Legal liability for accidental loss or damage to someone elses property, and accidental death or bodily injury of another person for which you are legally liable as occupier of your residence and/or owner of your contents up to an amount of $20,000,000.

About the insurer

Australian Alliance Insurance Company Limited ABN 11 006 471 709, Australian Financial Services Licence No. 235011 (AAI), has prepared this Product Disclosure Statement and is the issuer of policies effected by Australian Pensioners Insurance Agency Pty Limited ABN 14 099 650 996 (Apia). Apia is the authorised representative and wholly owned subsidiary of AAI, and acts as AAIs agent under authority given to it by AAI to enter into contracts of insurance on behalf of AAI as insurer to deal with and settle claims on behalf of AAI. AAI can be contacted by writing to Level 4, 440 Collins Street, Melbourne 3000.

You are also entitled to receive a statement of advice whenever we give you any personal advice about the authorised insurance policies. Personal advice is advice that takes into account one or more of your objectives, financial situation or needs. The statement of advice will contain a record of the advice given by us and the basis on which it was given.

How are we paid for providing financial services?

Apia does not receive any commissions or benefits from AAI for giving you advice or for arranging the issue of the authorised insurance policies. AAI as insurer will receive 100% of the premiums paid for the policy.

What services do we offer?

Apia is authorised by AAI to provide the following financial services.  Personal advice in respect of the authorised insurance policies, below.  Quote or arrange to issue the authorised insurance policies, below. Handling and settlement of claims. Authorised insurance policies Apia Home Insurance. Apia Car Insurance. Apia Boat Insurance. Apia Caravan Insurance. Apia Travel Insurance. Apia Motorhome Insurance. If we recommend a particular insurance policy to you, or arrange for the issue of an insurance policy, we will also provide you with a Product Disclosure Statement. This will contain information to help you make an informed decision about the policy.

What you must tell us

When answering our questions you will need to answer for yourself and anyone else who may receive a benefit under this insurance cover. It is important that you answer our questions truthfully and accurately, as it may affect our decision to insure you or pay a claim.

Exclusions applicable to your policy

Your policy may not provide you with cover in certain circumstances. Further information about the circumstances in which exclusions under this policy may apply is contained on pages 34 36.

Excess
When you make a claim under your policy, you may be required to pay an excess in respect of your claim. You can also choose to pay a lower premium by selecting a higher excess. The higher the excess you choose, the lower your premium. Please call 13 50 50 for full details. A minimum excess is payable if you claim for valuables and/or specified valuables. The amount of your excess is shown on your certificate.

Premiums
We calculate your premium after taking a variety of factors into account. Some factors are set, such as our costs of distribution and profit component. Other factors can affect the amount of your premium. The higher your risk profile, the higher your premium. Using our experience, we decide what factors will increase your risk profile and how they impact on the premium. The following table is a guide on how these factors combine together and may influence our assessment of the risk and therefore, your premium. Factor May Reduce Premium May Increase Premium Higher risk postcode Higher sum insured

Cancelling this policy

You may cancel this policy at any time. If you choose to cancel this policy, you will be refunded the unexpired portion of the premium, less any non-refundable government taxes and duties.

How to make a claim

For information on how to make a claim under your policy, see Claims information on pages 37 40.

The postcode where Lower risk your residence and/or postcode contents are located The amount you choose to insure your contents for The amount of your excess Lower sum insured

What to do if you have a complaint

For information about how we deal with your complaints, see How we resolve your complaints on pages 43 44.

A higher excess A lower excess

Your premium also takes into account our obligation to pay any relevant compulsory government charges, taxes or levies (e.g. stamp duty, GST and fire services levy) in relation to your policy. These amounts will be set out separately on any certificate of insurance as part of the total premium payable.

Policy Wording
Your privacy
Apia complies with Australias privacy laws. We may communicate your information to organisations to whom we outsource certain functions, such as claim assessing or mail processing. In these circumstances confidentiality agreements apply. On occasion, we may be obliged to disclose information by law if requested to do so. For full details of our privacy policy, you can:  view it online at apia.com.au  request a copy of our privacy brochure titled Privacy and your personal information by calling 13 50 50 or visiting a branch. Apia likes to keep you informed about our products, which may be of interest to you. If you would prefer not to receive any promotional material and have not previously told us, then please call 13 50 50 at any time. Please note that you may be able to access any information we hold about you.

Our agreement with you

Apia on behalf of Australian Alliance Insurance Company Limited ABN 11 006 471 709 agrees in return for your premium, to insure you in the circumstances and subject to the terms and conditions and amounts of cover set out in this policy.

How to contact Apia

 Contact us in person at any Apia branch.  Call us on 13 50 50 24 hours a day, 7 days a week.  Visit us online at apia.com.au Information in this Product Disclosure Statement is subject to change from time to time. We will issue a supplementary or replacement Product Disclosure Statement if the change is materially adverse. For other changes, updated information can be obtained at any Apia branch or by calling 13 50 50. A paper copy of any updated information will be provided free of charge, on request.

Contents insurance cover

If your contents suffer loss or damage whilst contained in your residence from any of the events listed below, we will choose to do one of the following: repair the damaged contents, replace the damaged contents,  compensate you the amount it would have cost us for repair or replacement. Please refer to the glossary on page 45 for details of what contents means. Contents insurance - What IS covered Accidental breakage of: glass and mirrors fixed to your residence, skylights,  shower bases, basins, sinks, baths, lavatory bowls or cisterns, glass forming part of furniture. Contents insurance - What is NOT covered Loss or damage if the breakage does not extend through the entire thickness of the damaged item. Accidental breakage of: glass forming part of a glasshouse or greenhouse, tiled shower bases, glass forming part of a cook top or cooking surface,  glass in sound equipment, television sets and computers,  glass forming part of your contents in the open air.

Earthquake Electrical motor burnout of an electric motor in a machine which is part of your contents. Motors forming part of equipment used in connection with your trade, business or occupation. Repairs or costs that are as a result of the motor burning out or are incurred as a result of repairing the damage caused by an electrical current. This includes, but is not limited to, all protective devices and mechanical parts. Repairs or costs in excess of 2% of the sum insured for your contents. Where a replacement motor is required but is not available for any reason, we will only pay the value of the motor prior to it burning out, the reasonable costs of repairing the motor, or 2% of the sum insured for your contents, whichever is the least.

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Contents insurance - What IS covered Escape of liquid from the following.  Any water main or fixed pipe, gutter or guttering, fixed tank or drain. A sink, toilet, bath, basin or waterbed. A fixed heating or cooling system. A dishwasher or washing machine. An aquarium. Fire, explosion and lightning Flood

Contents insurance - What is NOT covered Costs incurred in repairing or replacing the item from which the liquid escaped. Damage caused by condensation.

Scorching, arcing, or heat damage that happens without flames. Flood damage to retaining walls, paths, driveways, tennis court surfaces and paved or concrete outdoor surfaces. Tidal inundation caused by the action of the sea, erosion, landslide, subsidence or tsunami. Impact by:  an animal kept at your address,  a tree or branch lopped by you or on your behalf. Malicious damage or vandalism caused by:  you,  a person living with you, or  a person lawfully at your address.

Impact of any vehicle, animal, aircraft, space debris, meteorite, aerial or mast that has broken, collapsed or fallen, or a fallen or lopped tree or branch. Malicious damage or vandalism

Riot, civil commotion or public disturbance Storm, hail or rainwater Storm, hail or rainwater damage to:  retaining walls, paths, driveways, tennis court surfaces and paved or concrete outdoor surfaces. Theft, attempted theft, burglary or housebreaking by:  any person who lives with you,  or a person who is lawfully at your address.

Theft, attempted theft, burglary or housebreaking

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Contents insurance additional benefits

The additional benefits listed below are in addition to the sum insured for your contents. Contents insurance - What IS covered Contents in storage (after loss or damage) If your residence suffers loss or damage insured by this policy and we agree that your contents cannot be kept in your residence or at your address we will pay for your contents to be stored in a professional storage facility until your residence is repaired or replaced. If this does occur, cover provided by this policy for your contents will continue. Contents in common areas Following loss or damage insured by this policy, we will extend cover to your contents permanently fixed in common areas of your residential complex. Loss or damage for which your body corporate is liable. Any item not wholly owned by you. Contents insurance What is NOT covered Maximum benefit Up to $5,000 or 12 months, whichever is the lesser.

$2,000.

Contents in professional storage We will extend cover provided by this policy to include your contents stored in a professional storage facility. We will only do this if you have told us and we have agreed to cover them.

Any amount unless shown on your certificate. Accidental breakage. Electrical motor burnout. Food or beverages of any kind.

Up to $1,000 per item, pair, set or collection for pictures, works of art, vases, ornaments, furs, leather items, cameras or photographic equipment or video cameras and their accessories.

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Contents insurance - What IS covered Contents stored at residential complex We will extend cover provided by this policy to include your contents stored in a locked cage that is located within your residential complex.

Contents insurance What is NOT covered Accidental breakage. Electrical motor burnout. Cash and negotiable documents. Any storage cage located in the open air.

Maximum benefit Theft claims - $5,000 All other claims - $1,000 per individual item, pair, set or collection up to a total of $10,000 or 25% of the sum insured for your contents shown on your certificate, whichever is lesser. Theft claims $1,000 All other claims up to 5% of your contents sum insured shown on your certificate. The contents sum insured shown on your certificate.

Contents in the open air Following loss or damage insured by this policy, we will extend cover to your contents in the open air at your address.

Cash and negotiable documents.

Contents in transit We will cover your contents whilst in transit when you are changing address within Australia, if the vehicle being used as transport is damaged due to fire, accident or theft.

Cash or negotiable documents. Your contents whilst they are removed for sale, storage, hire or reward unless we have agreed your contents must be stored following loss or damage to your home. Accidental breakage. Your contents whilst they are removed for sale, storage, hire or reward. Cash or negotiable documents. Electrical motor burnout, theft, attempted theft, burglary or housebreaking unless your contents are in a residence, hotel, motel, residential club, hospital or nursing home where you are residing at the time of the loss.

Contents temporarily removed We will extend cover provided by this policy to include your contents anywhere in Australia whilst temporarily removed from your address.

$1,000 per item, pair, set or collection up to a total of 20% of the sum insured for your contents shown on your certificate. 120 consecutive days.
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Contents insurance - What IS covered Credit cards or other financial transaction cards We will pay you for your loss if your credit cards or other financial transaction cards are stolen from your home and misused by an unauthorised user. The amount we pay you will be less any amount covered by your credit card or other financial transaction card provider.

Contents insurance What is NOT covered If you have failed to comply with the terms and conditions of the card. If the unauthorised user of your card was a member of your family or a person who lives in your residence. Any amount covered by the credit card or other financial transaction cards provider.

Maximum benefit $1,500

Death, paraplegia or quadraplegia If you are injured as a result of loss or damage insured by this policy and that injury results in your death, paraplegia or quadraplegia, we will pay you or your estate in respect of your injury. Fixtures, fittings and in ground plants and floor coverings If you do not own your residence or you are the owner of a residence on a plan of subdivision which has provided for or resulted in the creation of a body corporate, we will extend cover provided by this policy to cover the following items owned or installed by you, or for which you are legally liable for:  bench tops  structural improvements  floor coverings  fixtures and fittings, and  in-ground plants. Food and medication spoilage We will cover the replacement of any lost or spoiled food or medication, if your refrigerator or freezer breaks down following:  electrical or electronic breakdown, failure or malfunction, the escape of refrigerant fumes, the public electricity supply failing to reach your residence. Any loss or damage that your body corporate is liable for, or which would be covered under your body corporate insurance policy. In relation to in ground plants: escape of liquid, storm, hail, rainwater or flood.

$10,000

$200 per item up to $2,000 for any one claim for in ground plants. All other items the reasonable costs.

If the public electricity supply failure was caused by industrial action or the deliberate act of a power supply authority.

$500

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Contents insurance - What IS covered Guests, visitors or carers contents Following loss or damage covered by this policy, we will extend cover to contents belonging to your guests, visitors or carers that are not otherwise insured.

Contents insurance What is NOT covered Malicious damage or vandalism. Cash and negotiable documents. Contents owned by guests, visitors or carers who have stayed in your home for more than 30 consecutive days. Accidental loss or accidental damage.

Maximum benefit $2,000 unless a higher amount is shown on your certificate.

Locks and keys If the keys, magnetic swipe cards or handheld remote controls to your residence are stolen, we will pay the cost of rekeying, recoding or replacing (whichever is the lesser) locks and cylinders on external doors and windows for which the stolen keys, magnetic swipe cards or handheld remote controls were intended. Moving to a new address If you are permanently moving to a new address, we will cover your contents at your current address and your new address. Office equipment If you maintain an office at your residence, we will extend cover to include your office equipment.

$1,000

Up to 14 consecutive days.

$10,000 or 25% of the sum insured of your contents shown on your certificate, whichever is the lesser. Laptop computers, PDAs and mobile phones. $1,000

Recreational goods We will extend cover provided by this policy to include your recreational goods whilst contained within the boundaries of your residential complex. Removal of debris Following loss or damage insured by this policy, we will pay the reasonable cost of removing debris and damaged property.

$5,000

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Contents insurance - What IS covered Spare parts and accessories of motor vehicles or watercraft Following loss or damage insured by this policy, we will cover accessories and spare parts removed from your motor vehicle, motorcycle or watercraft and stored within your residence. Stock Following loss or damage insured by this policy, we will extend cover to include stock used in your trade, business or profession. Temporary accommodation If your residence is unliveable, we will pay any additional costs you incur for similar accommodation until you are able to live in your residence. The amount we pay you will be based upon the weekly market rental value of your residence, less any savings you receive on your usual accommodation costs during the repair or replacement period. If we pay temporary accommodation for you, we will also pay for temporary accommodation for your pets in a commercial boarding establishment for the same period. Temporary accommodation lift malfunction If you are unable to access your residence due to a lift malfunction, and you have a medical certificate confirming you are not able to use the stairs, we will pay the costs you incur for similar accommodation until the lift at your residence has been repaired. The amount we pay you will be based on the weekly rental value of your residence.

Contents insurance What is NOT covered

Maximum benefit $2,000 or 1% of your contents sum insured shown on your certificate, whichever is the lesser. $1,000

Up to 20% of the sum insured for your contents shown on your certificate.

Any costs incurred after the lift or elevator has been repaired.

Up to 20% of the sum insured for your contents shown on your certificate or 14 days, whichever is the lesser.

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Contents insurance - What IS covered Temporary accommodation official evacuation If emergency services refuse you access to your residence for safety reasons, we will pay the costs you incur for similar accommodation until you are able to access your residence again. The amount we pay you will be based on the markets weekly rental value of your residence. If we pay temporary accommodation for you, we will also pay for temporary accommodation for your pets in a commercial boarding establishment for the same period. Temporary repairs Following loss or damage insured by this policy, we will pay the reasonable cost of temporary repairs and protection to prevent further loss or damage. Theft of your bag If your bag is stolen anywhere in Australia whilst being carried by you, we will pay you the cost of your bag and the contents contained within your bag. Tools, instruments and equipment Following loss or damage insured by this policy, we will extend cover to include tools, instruments and equipment used for your current or former business or occupation whilst in your residence. Veterinary expenses We will pay the reasonable veterinary expenses if your pet is injured as a result of vehicle impact.

Contents insurance What is NOT covered Any costs incurred for temporary accommodation after you can access your home. If your temporary accommodation is free.

Maximum benefit Up to 5% of the sum insured for your contents shown on your certificate.

Reasonable costs.

If the theft of the bag was not reported to the police. Cash and negotiable documents.

$500

$3,000 unless a higher amount is shown on your certificate. $1,000

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Legal liability cover

Legal liability - What IS covered We will cover you for your legal liability following an occurrence or series of occurrences for:  accidental loss of or accidental damage to any property,  accidental death or bodily injury. We will also cover you for legal costs incurred with our consent or ordered against you. The extent of that cover is as follows.  Where you are the owner and occupier of your residence, your liability as owner and/or occupier is covered.  Where your residence is a unit in a subdivision which resulted in the creation of a body corporate, your liability as a member of the body corporate is covered.  Where you are the occupier of your residence (whether as an owner or as a tenant): your liability as occupier of your residence is covered, your liability as owner of your contents is covered,  your liability to your landlord in respect of any contents, fixtures or fittings left by the landlord in your residence for use by you and your family is covered,  your personal legal liability arising anywhere in the world is covered.

Legal liability - What is NOT covered Any amount in excess of $20,000,000 for any legal liability covered under this policy or any other policy issued by us resulting from an occurrence or series of occurrences. Claims arising from and of, or in connection with:  your ownership of any buildings or land other than your residence or the land at your address, the transmission of any disease by you,  any trade, business, occupation or employment carried on by you or your family for reward other than casual babysitting,  your liability or your acceptance of liability arising out of any contract,  vibration or interference with the support of land, buildings or other property,  registered vehicles (other than garden appliances, bicycles, motorised wheelchairs, mobility scooters and golf carts),  aircraft or the provision of any facilities for the landing or storing of such craft,  watercraft (other than surfboards, surf skis, sailboards, canoes and kayaks) or the provision for commercial purposes of any facilities for the landing or storing of such craft,  any building construction, alteration, addition, repair or decoration which exceeds $50,000 per project. Claims for bodily injury to, the death of or the illness of:  you or any person who lives with you in your residence,  an employee of yours or of any such person. Claims for bodily injury, death or illness of employees or workers who are covered, or should have been covered by Workers Compensation or similar legislation, and who at the time of the accident, were employed by you or any person living at your address.

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Legal liability - What IS covered

Legal liability - What is NOT covered Claims for death, bodily injury or illness resulting in part or in total from the consumption of alcohol or drugs of any kind (including tobacco) provided or permitted by you. Claims for loss or damage to property belonging to or under the control of:  you, any employee of yours, or any person living with you. Claims for punitive or exemplary damages. Claims arising out of, or in connection with contamination or pollution. Claims resulting directly or indirectly from the existence of asbestos, asbestos fibres or derivatives of asbestos. Claims brought against you in any country on the continent of North America, or any state or territory incorporated in or administered from such country. Claims covered under your body corporate insurance policy. Claims arising as a director of a body corporate.

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Valuables cover
This cover is optional. If you have chosen to cover your valuables, it will be shown on your certificate. If your valuables suffer loss or damage, we will choose to do one of the following: repair the damaged valuables, replace the valuables,  compensate you the amount it would have cost us for repair or replacement. If, at your request, we agree to compensate you for the cost of repair or replacement, we will reduce the amount of compensation by an amount equal to any trade discount that we would have obtained from a supplier, had we chosen to repair or replace your valuables.

Valuables - What IS covered We will cover you for accidental loss or accidental damage to your valuables, during the period of insurance and not excluded by this policy, less any excess shown on your certificate.

Valuables - What is NOT covered Any amount in excess of the sum insured shown on your certificate for each claim. The exclusions on pages 34 36. Any valuable items covered under specified valuables cover. Any amount in excess of $1,000 per individual item, pair, set or collection. Damage to sporting or recreational and leisure goods and equipment whilst in use. Restoration of your computer records. Any item kept in professional storage.

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Specified valuables cover

This cover is optional. If you have chosen to cover your specified valuables, it will be shown on your certificate. If your specified valuables suffer loss or damage, we will choose to do one of the following: repair the damaged specified valuables, replace the specified valuables,  compensate you the amount it would have cost us for repair or replacement. If you receive compensation for the cost of repair or replacement, we will reduce the amount of compensation by an amount equal to any trade discount that we would have obtained from a supplier, had we chosen to repair or replace your specified valuables. Specified valuables - What IS covered We will cover you for accidental loss or damage to your specified valuables, during the period of insurance and, not excluded by this policy up to the limit shown on your certificate, less any excess. Specified valuables - What is NOT covered Any amount in excess of the sum insured shown on your certificate for each claim. The exclusions on pages 34 36. Damage to sporting or recreational and leisure goods and equipment whilst in use. Restoration of your computer records. Any item kept in professional storage.

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General exclusions applicable to your policy

You are not covered under any section of this policy for damage, loss or liability caused by, arising from or involving any of the following. General exclusions applicable to your policy Any damage caused by flood, a named cyclone, bushfire or grassfire within 48 hours of the start date of this policy, unless this policy commenced: the day you bought your residence, the day you signed a lease contract for your residence,  or immediately after another policy covering the same residence expired without a break in cover. Any amount in excess of the sum insured on your certificate. Any claim that occurs outside the period of insurance shown on your certificate. In respect of loss or damage caused by one of the events listed in this policy (other than earthquake, riot, civil commotion or public disturbance, or impact), we will not cover you if your residence has been unoccupied for a period of 60 continuous days or more (unless you have obtained our written consent and paid any additional premium required by us). Costs incurred in complying with any government or local authority regulations or by-laws where notice requiring compliance was received by you prior to a claim. Loss or damage to any structural improvements, extensions or renovations where you have not obtained required approval from the relevant local authority. Consequential loss of any kind. Cracking, chipping or scratching. Any act by you intended to cause loss or damage or to incur a liability. Incorrect siting of buildings. Demolition ordered by government or local authority. Where your residence is in the course of construction. Mechanical, electric or electronic breakdown, failure or malfunction except where an electrical motor is burnt out by electric current. In relation to contents, specified valuables and valuables, any costs associated with network connections, including SIM cards. Malicious, unlawful or dishonest acts by persons lawfully at your address. Water entering your residence:  as a result of your failure to perform adequate maintenance on your residence, or a structural defect, or faulty design or workmanship,  through any opening made for the purpose of repairs or alterations to your residence unless you can prove that the loss or damage was caused by the negligence of someone other than you. Any process involving the use of chemicals. Wear and tear, lack of maintenance or inherent defect. Rust, corrosion, mildew, wet or dry rot, rising damp or seepage and other signs of failure to keep your residence or residential complex in good order and repair. The action of insects, vermin and birds. The action of trees or their roots. Loss or damage to property occasioned by its undergoing any process involving the application of heat. Structural defects or faulty workmanship, settling, shrinkage or expansion. The action of the sea, erosion, landslide, subsidence or tsunami. The lawful seizure or repossession of your residence, contents or any valuables. War, invasion, act of a foreign enemy, hostilities (whether war be declared or not), civil war, rebellion or insurrection.

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Claims information
Making a claim
The checklist below can help to ensure you have done all you need to do to make sure your claim is handled quickly and without further worry. What you MUST do when you make a claim Call us immediately on 13 50 50 If you incur a loss resulting in a claim against your Apia policy, contact us immediately on 13 50 50 providing full details of the loss you have sustained. We are open 24 hours a day, 7 days a week. This also applies to notification of any claim made against you. You should promptly forward any writ, summons or proceedings which you receive relating to any prosecution, inquest or hearing and all other information relevant to those matters where any liability under this policy may arise. Report to police Immediately advise the police of any malicious damage or act, theft, attempted theft, burglary or loss, and give them a list of items damaged, stolen or lost. You will need to give us the name of the police officer, station reported to and date reported, or the police report number. Prevent further loss Do everything you reasonably can to prevent any further loss or damage from occurring. Assist us with your claim You will need to give us any information relevant to your claim which we may need to handle, assess or investigate your claim, in order to arrive at a settlement of your loss. This may include providing us with quotations for the repair or replacement of your loss, or giving evidence in court if required. If you make a claim and we wish to recover the amount we have paid from another person then subject to the Insurance Contracts Act, we can do so. And you and any other person entitled to cover under this policy must give us any information and help that we may reasonably require.

General exclusions applicable to your policy The use, misuse, or existence of nuclear weapons or the use, misuse, escape or existence of nuclear fuel, waste or materials or ionising radiation or contamination from such fuels, waste or materials, or the combustion, detonation, fission and/or fusion of nuclear fuel or nuclear materials. The existence of, or operation of, or threatened existence or operation of chemical or biological weapon(s) or actual or threatened pollution or contamination from such weapons, or action taken by a public authority or anyone authorised by a public authority to prevent, limit or remedy such pollution or contamination. Damage caused by water seeping or percolating through walls, roofs or floors.

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What you MUST do when you make a claim Provide proof of ownership, loss or damage When you make a claim you may be required to provide proof of your ownership of the items you are claiming for. Some acceptable proof of ownership documents are listed below.  Model and serial numbers as well as evidence of ownership and value of the property. Instruction booklets, and owners manuals. Valuations. Receipts or accounts of purchase (original or duplicates).  Credit card statements or bank statements showing the purchase transaction details.  Builder or electricians reports detailing the loss or damage. Allow us access You may be required to let us enter your residence to investigate the cause of loss or damage following a claim. Pay your excess For further information on excesses applicable to your policy refer to page 7. Make your damaged property available You must make your damaged property available for inspection by us or a representative of ours and if we require, deliver the items which have been damaged to us. Co-operate with us When requested, you must provide us with all proof, information, co-operation and assistance in relation to a claim, including giving evidence in court as we may reasonably require.

What you must NOT do when you make a claim Admit liability You must not:  admit guilt or liability to anyone,  offer, agree or promise to settle any claim without our prior consent. Authorise repairs Following a loss, you should not carry out or authorise any repairs or arrange replacement of any property without our prior consent (apart from emergency repairs necessary to prevent or minimise further damage). Dispose of damaged goods You will need to keep any damaged property for inspection and assessment of repair costs by our representative or us. You should also not wash or clean or remove debris from an area damaged by fire unless we have agreed for you to do so.

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Important information
Paying your claim
Reinstatement following a loss Where there is loss or damage to your contents or your valuables, and a claim is admitted by us, the sum insured will be automatically reinstated without payment of an additional premium. How we pay a claim for your contents Where we pay a claim for your contents, we will choose to do one of the following: repair your contents, replace your contents,  compensate you the amount it would have cost us for repair or replacement. If we agree to compensate you for your loss, we will reduce the amount we compensate you by any amount equal to any trade discount which we would have obtained from a supplier, had we chosen to repair or replace your contents. Matching contents materials When we repair or replace your carpets or internal window furnishings, we will only pay for the repair or replacement in the room or rooms where the loss or damage occurred. We will not pay for matching carpets or internal window furnishings to create a uniform effect throughout your home. The most we will pay for your contents  Up to $500 for cash, negotiable documents, pre-decimal currency, stamps, postal notes or money orders.  Up to $3,000 for stamps, non-negotiable currency and curio collections, unless a higher amount is specified on your certificate.  $1,000 per item, pair or set up to 20% in total of the sum insured for your contents for pictures, works of art, vases, ornaments, watches, jewellery, unset stones and gems, furs, leather items, gold or silver articles, documents, cameras or photographic equipment or video cameras and their accessories, unless a higher amount is specified on your certificate. All other items, the sum insured shown on your certificate. Protection of property You must do everything you can to safeguard your contents and valuables from damage, maintain them in good condition and minimise the risk of injury from them. This includes compliance with all laws, by-laws and statutory regulations. Strata title mortgagees interest If this policy has been arranged to insure only the interest of a mortgagee in a strata title unit, we will only pay that part of the claim that applies to the interest of the mortgagee but no more than the sum insured shown on your certificate. Hazardous goods If you are storing hazardous goods or substances in your residence or at your address, you must comply with all applicable laws and regulations. Other persons bound by this policy Any person entitled to cover under this policy is bound by its terms and conditions. Notification of change of risk You must notify us as soon as possible if any change is made to your residence, contents or valuables which we insure and might affect the nature of the risk covered by this policy. Breach of policy If you fail to comply with this policy and your breach or failure prejudices our interests, subject to the Insurance Contracts Act, we may refuse to pay any claim under this policy, whether in whole or in part. Legal representation We may represent or defend you or any person entitled to cover under this policy in respect of legal liability as we see fit at any inquest or inquiry or in any action or proceedings. Cancellation by you This policy may be cancelled by you at any time, either by telephone or in writing. If you cancel this policy, you will be refunded the unused portion of the premium, less any non-refundable government taxes and duties.

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How we resolve your complaints

Cancellation by us We may cancel this policy at any time where we are entitled to do so under the Insurance Contracts Act. If we cancel this policy, you will be refunded the unused portion of the premium, less any non-refundable government taxes and duties. Paying by instalments If you are paying the premium for this policy by instalments, you should be aware that if any instalment is not paid on time and remains overdue for:  14 days (or more) we will not pay claims that occur on or after the 14th day,  a month (or more) we will cancel this policy from when the instalment was due for payment. When your residence is unoccupied for more than 60 consecutive days If loss or damage caused by events listed in this policy occurs (other than earthquake, riot, civil commotion or public disturbance, or impact), we will not cover you if your residence has been unoccupied for a period of 60 continuous days or more (unless you have obtained our written consent and paid any additional premium required by us). For your residence to be considered occupied, you or someone nominated by you must have stayed in your residence for two consecutive nights on at least one occasion in a 60 day period. If you will not be living in your residence for more than 60 consecutive days, you are required to: tell us beforehand, pay us any extra premium which may be applicable,  make sure that someone collects your mail and sees to the general tidiness of your residence so as not to encourage intruders. Excess In respect of each claim you make under this policy, you must contribute the amount of your excess stated on your certificate. You do not have to pay the excess when you make a claim, however you will have to pay the excess before we will pay your claim.
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Our goal
Our goal is to have you as a happy, long-term customer. We want you to be completely satisfied in all your dealings with us. Apia is committed to dealing with our customers by: listening carefully to what you tell us,  being accurate and honest in telling you about our products and services,  communicating with you professionally and in plain language, resolving any complaints or concerns you have with us. If you think we have let you down in any way, or our service is not what you expect, please let us know so that we can help.

Talk to us, were here to help

Call us by phone If you have a complaint, please call 13 50 50. If we cant resolve the matter over the phone, we will ask you to put it in writing. Contact us in writing Send us the full details of your complaint, including any supporting documents and evidence, and explain what you would like us to do. Please address this information to your nearest Apia branch. These addresses are listed on the back of this Product Disclosure Statement and Policy Wording. Visit us in person Come in and talk to us face to face at your local Apia branch. Youll receive friendly and efficient service and well be happy to help.

Rest assured, that is what we will do

If you call, you will be told the name of the most appropriate person to deal with the matter. If you write to us, your letter will be directed to the correct person. In either case your complaint will be handled by the person who has the authority to deal with it. This person will consider the facts and contact you to resolve your complaint as soon as possible, usually within 24 hours.
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Glossary of important words and phrases

If this person is not able to resolve the matter to your satisfaction, then it will be referred to a Dispute Resolution Manager who has the authority to deal with it and you will be contacted within five business days. If the matter is not resolved to your satisfaction, then it will be referred to the Executive General Manager. You will be sent our final decision in writing within 15 business days from the date you first made your complaint.  Accidental damage means damage that occurs without intent.  Address is where your residence or contents is located, within your residential complex as shown on your certificate.  Apartment building means a multi-story building containing several separate residences on different levels and sharing common facilities such as stairs, elevators and a main entrance.  Certificate is a document outlining the terms and conditions of your contract. Together with the Product Disclosure Statement and Policy Wording, your current certificate forms your contract with us.  Contents means items kept in your residence for domestic use including: - domestic and antique furniture and furnishings, - carpets, drapes and interior blinds, -  moveable swimming pools, -  moveable saunas and spas, -  wall and floor coverings not fixed to your home, -  household goods, medical equipment, clothing and other personal effects, - cash and negotiable documents up to $500, -  bicycles, surfboards, surf skis, sailboards, kayaks and canoes, - computer equipment and licensed software, -   motorised golf carts, wheelchairs, lawn mowers and motor scooters which do not require registration, - tools used only for domestic purposes, -  contents for which you do not own but for which you are legally liable, -  fixtures and fittings installed by you or for which you are legally liable, when you do not own your residence or it is a unit on a plan of a subdivision, that has resulted in the creation of a strata title or body corporate.  Contents does not mean: - motor vehicles, motorcycles, pee wee bikes, trail bikes, trailers, caravans, aircraft, watercraft and their attached accessories,
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If your complaint remains unresolved

We expect our procedures will deal fairly and promptly with your complaint, however if you remain dissatisfied you have external dispute resolution options available to you such as mediation, arbitration or legal action. You can also raise certain complaints directly with the Financial Ombudsman Service. This is an independent body and its service is free to you. We agree to accept the services decision. You also have the right to take legal action if you dont accept the services decision. You can write to them at: Financial Ombudsman Service Limited GPO Box 3 Melbourne VIC 3001 Or you can phone them on 1300 780 808 for the cost of a local call anywhere in Australia.

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-  restoration of electronic data files and computer records, - trees, plants, shrubs and landscaping, - pets or animals of any kind, -  items covered under specified valuables and valuables, - fixtures and fittings insured under another policy.  Electrical motor burnout means the breakdown of an electric motor as a result of the electric current flowing through it.  Excess means the amount you may be required to contribute towards your claim. Family means the following people who live with you: - your spouse or partner, -  your children, parents, grandparents, grandchildren, brothers and sisters, -  the children, parents, grandparents, grandchildren, brothers and sisters of your spouse or partner, - people who provide care or services to you.  Fire means burning with flames.  Fixtures and fittings means item permanently attached or fixed to your residence that you would not normally take with you. This includes, but is not limited to: - kitchen cupboards and benchtops, - built-in wardrobes, - taps and tapware, - shower screens, - vinyl and ceramic flooring. Flood means the inundation of normally dry land by water overflowing from the natural confines of any natural or artificial watercourse or lake. Flood does not mean storm water run off from areas surrounding the site or water escaping from any water main, pipe, street gutter, guttering or surface. Impact means the forceful, sudden and unexpected striking of one object, surface or item against another.  Open air means any area of your residence that is not fully enclosed by the walls and roof of your residence and is not capable of being secured by a lock or similar device.

 Period of insurance is the duration of time from the start date to the end date of your policy as shown on your certificate.  Pet means a domestic animal kept at your home.  Policy means your contract of insurance with us and includes the Policy Wording, your certificate and any endorsements.  Professional storage means a secure commercial storage facility containing several individual storage areas that are lockable and fully enclosed by walls, a door and a roof.  Rainwater means rain falling naturally from the sky, including rainwater run-off over the surface of the land and including rainwater overflowing from storm water drains and channels.  Residence means the residential dwelling situated at your address and includes: - structural improvements, -  fixtures including fixed wall, ceiling and floor coverings and insulation.  Residential complex means the apartment building where your residence and any communal facilities are situated.  Recreational goods means portable sporting and leisure items and equipment.  Storm means violent wind (including a cyclone or tornado), thunderstorm or a heavy fall of rain, snow or hail.  Structural improvements are permanent additions to your residence that add value to the cost of rebuilding or repairing it and include, but are not limited to: - balconies, - clotheslines, - wheelchair ramps and rails, - masts and aerials, - pergolas and gazebos, - in-ground pools, - saunas and spas,

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- privately owned gates and fences, -  privately owned wharves, jetties and pontoons not used for commercial purposes. Structural improvements does not mean:  structural improvements owned by your body corporate or building management, or  structural Improvements located on common property to which other residents of your residential complex have access.  Valuables means: - belongings normally worn or carried by you, - jewellery and watches, - items that contain gold or silver, -  sporting, recreational and leisure goods and equipment, -  portable electronic and electrical items and their accessories, - photographic and optical equipment.  Valuables does not mean: -  cash, negotiable documents, stamps, postal notes, money orders, - unset precious or semi-precious stones or gems, - items thinly coated with gold or silver, - credit, debit, stored value and access cards, -  films, compact discs, video and audio tapes, digital video discs, - vehicles and motorcycles, - watercraft, aircraft and aerial devices, - tools of any description.  We, us, our means Apia on behalf of Australian Alliance Insurance Company Limited.  You, your means the person or persons named on your current certificate of insurance and that person or persons family.

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