Account Cover Plus

Everything you need to know about your credit card insurance

Combined Financial Services Guide and Product Disclosure Statement (PDS)
Prepared on 14th December 2016.

Overview
Why is this booklet important?
This PDS explains Account Cover Plus, an optional insurance that is available to Coles MasterCard account holders.
It’s important that you read the PDS so you understand:
• what Account Cover Plus covers and what it doesn’t cover • how much it costs
• whether you are eligible to apply • how to make a claim
• how to apply • the terms and conditions of your policy.

The PDS will help you to make an informed decision about this product.
Keep this document in a safe place, as you’ll need it if you want to contact us or make a claim.

Account Cover Plus

Account Cover Plus is an optional insurance that gives you the confidence to shop with your Coles MasterCard in the knowledge
that you’re covered if things go wrong. It will help you to meet your payment obligations if you pass away, lose your job unexpectedly
or become unfit for work. It also provides extra shopping protection for purchases made using your Coles MasterCard, including
cover for loss or damage to your purchases and reimbursing the difference if your purchase goes on sale at a reduced price.

You can take out Account Cover Plus if you:

• have a Coles MasterCard,
• are aged between 18 and 84 inclusive, and
• are a resident of Australia

It is important to understand exactly what Account Cover Plus will cover you for.

Like to use your Coles MasterCard with confidence? Apply through our Online Service Centre or telephone us on 1300 366 625.

Shopper’s benefits
Shopper’s benefit limits
Cover Limits

Price Protection $600 per item

$2,000 in any 12 month period

Merchandise Protection $1,000 per item

$4,000 for loss or damage arising from a single cause or incident
$8,000 in any 12 month period

Stolen Card Cover $200 in any 12 month period

Shopper’s benefits are subject to the Account Cover Plus total benefit limit of $50,000. Benefits are
available to policy holders aged 18 to 84 years inclusive.

Price Protection
If you buy an item in Australia with your Coles MasterCard and within 24 months the item is reduced in price in the same retailer
at any location within Australia, we’ll pay the difference between the purchase price and the reduced price to your account.

This also applies to items you buy:

• for someone else as a gift,
• through a mail/telephone order catalogue or online order.

The item with the reduced price must be exactly the same as the item you bought, including size, colour, make and model number,
attachments and accessories.

Example
If you buy an item for $600 and then see it for $400 in the same store, we’d pay $200 to your account.

Limits to the cover

We’ll pay up to $600 per item and up to a maximum of $2,000 for all items in any 12-month period.

Proportionate benefit
If you paid only part of the price with your card, we’ll pay a proportionate benefit. For example, if you paid 50% in cash and 50%
with your card, we’d pay 50% of the price difference.

Combined benefits
We won’t pay a combined Price Protection and Merchandise Protection benefit that is more than the original purchase price for an item.
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Foreign exchange
We’ll calculate the price difference on items bought in a foreign currency at the business banking rate at which Westpac Banking
Corporation purchases cash in that currency on the day we assess your claim. Acting reasonably, we can change the rate we
use and if Westpac does not quote the currency of your claim we may use an alternate foreign exchange provider.

Returned Items
We may recover from you any amount we pay in respect of a Price Protection claim for any item that is subsequently returned for
a refund of the purchase price. We may, for example, deduct such amounts from any future claims paid under this policy.

Exclusions
Price Protection does not cover a price reduction:
• due to price matching,
• that is conditional on cash payment, or
• offered as part of a special deal involving other items or benefits.

Price Protection does not cover:

• jewellery, precious metals and precious stones • special-order, tailor-made or one-of-a-kind items
• cash or its equivalent (including gift vouchers, traveller’s cheques, • items offered during a ‘closing down’, ‘going
tickets, postal orders and other negotiable instruments) out of business’ or similar sale
• perishable items including foodstuffs, groceries, beverages • items sold as floor display discounts,
(both alcoholic and non-alcoholic) and other consumables imperfect, seconds or damaged items
• animals and living plants • items returned for a refund.
• used and second-hand items

Merchandise Protection
If you buy an item in Australia for more than $10 with your Coles MasterCard and within six months of its
purchase the item is lost, stolen or damaged, we’ll pay to your account, at our option, either:
• the original purchase price, or
• the cost of repair or replacement.

This also applies to items bought for someone else as a gift.

Example
If you bought an item for $500 and then a few days later it was accidentally broken beyond repair, we’d pay $500 to your account.

Limits to the cover

• Each item is covered up to a maximum of $1,000. If more than one thing happens to an item (for example it is stolen
and then found damaged), we’ll only pay the lesser of the original purchase price or $1,000 for that item.
• If more than one item is lost, stolen or damaged at the same time, we’ll pay up to $4,000 in total for that event.
• In any 12 month period we’ll pay a maximum of $8,000 for all items under Merchandise Protection.

Proportionate benefits
• If only part of a set of items is lost, stolen or damaged, and the remaining part can be used separately, we’ll pay a proportionate benefit.
• If you paid only part of the price with your card, we’ll pay a proportionate benefit. For example, if you paid 50% in cash and 50% with
your card, we’d pay 50% of the benefit.

Combined benefits
We won’t pay a combined Price Protection and Merchandise Protection benefit that is more than the original purchase price for an item.

Exclusions
Merchandise Protection doesn’t cover:
• items bought for less than $10
• the disappearance of any item in circumstances that you can’t explain to our reasonable satisfaction.

It doesn’t cover loss, theft or damage due to:

• atmospheric or weather conditions, including the action of light • maintaining, cleaning, restoring, dyeing or repairing the item
• normal wear and tear • using the item for business purposes
• an inherent product defect in the item • you or someone in your household physically abusing
• you or someone in your household committing an illegal act or not taking reasonable care of the item, or leaving
• the action of insects, vermin, fungus, rust or pets it unattended in a public place, in an unlocked car,
• electrical or mechanical breakdown or with a person who deliberately damages it.

It does not cover:

• watches • perishable items including foodstuffs, groceries, beverages
• jewellery, precious metals and precious stones (both alcoholic and non-alcoholic) and other consumables
• cash or its equivalent (including gift vouchers, traveller’s cheques, • animals and living plants
tickets, postal orders and other negotiable instruments) • used and second-hand items.

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Stolen Card Cover
If your Coles MasterCard is reported to the police as stolen we’ll pay $200 to your account, just for the inconvenience.

Limits to the cover

You can only make one Stolen Card Cover claim in any 12-month period.

Exclusions
We won’t pay a Stolen Card Cover benefit if:
• you fail to report the theft to the police, or can’t give us an incident number and the
contact details of the police station where the theft was reported
• you take part in an illegal or criminal activity
• you lose your card, or don’t take enough precautions to protect the card against theft.

Repayment benefits
Repayment benefits take care of your card balance if something happens to you.

Repayment benefit eligibility and limits

Cover Eligibility Limits

Life Cover You’re eligible for this cover if you are aged $50,000
(includes Critical Illness and Total 18 to 64 years inclusive
and Permanent Disability benefits)

Accidental Death Cover You’re eligible for this cover if you are aged $50,000
65 to 84 years inclusive

Accidental Bodily Injury Cover You’re eligible for this cover if you are aged $50,000
65 to 84 years inclusive

Disability Cover You’re eligible for this cover if you are aged $2,000 per month
18 to 64 years inclusive We will not pay more than:
• the balance owing for any one period
of disability
• 36 monthly benefits over the life of the policy

Involuntary Unemployment Cover You’re eligible for this cover if you are aged $2,000 per month
18 to 64 years inclusive We will not pay more than:
• the lesser of the balance owing or
12 monthly benefits for any one instance
of involuntary unemployment; or
• 36 monthly benefits over the life of the policy

Extra Care Cover You’re eligible for this cover if you are aged $2,000 per month
65 to 84 years inclusive We will not pay more than 12 monthly
benefits over the life of the policy

Repayment benefits are subject to the Account Cover Plus total benefit limit of $50,000.

Life Cover
For policy holders aged between 18 and 64
We’ll pay the balance owing on your account up to $50,000 if, before your 65th birthday, you:
• die
• are diagnosed with or operated on for, a critical illness
• become totally and permanently disabled.

The following are critical illnesses for the purpose of this cover:
• heart attack • kidney failure
• stroke • coronary artery disease requiring surgery
• major organ transplant • cancer.

Examples
• If you owed $11,000 on your account when you die, we’d pay $11,000 to your account
• If you owed $11,000 on your account when you are diagnosed with cancer, we’d pay $11,000 to your account
• If you suffer an injury that will prevent you from ever working in any occupation which you otherwise would be
reasonably capable of performing, and, at the time we assess that to be the case the balance owing on your
account is $11,000, we’d pay $11,000 to your account.

Limits to the cover

We’ll pay a maximum of $50,000.

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Exclusions
Critical illness in the first 12 months
We won’t pay a benefit for any critical illness that occurs within 12 months of the start date of the policy if you have had
symptoms, advice or treatment from a doctor for that condition within the 12 months before the policy started.

We won’t pay a benefit for any critical illness that occurs within 90 days of the start date of the policy, or that results from, or as a
consequence of, any of the following:
• angina pectoris • all hyperkeratosis or basal cell carcinomas of the skin
• non-cardiac chest pain • all squamous cell carcinomas of the skin, unless
• transient ischaemic attacks, reversible ischaemic there has been a spread to other organs
neurological deficit, vascular disease affecting the • Kaposi’s sarcoma and other tumours associated with
optic nerve, cerebral symptoms due to migraine or HIV infection, AIDS or AIDS related complex
cerebral injury resulting from trauma or hypoxia • prostatic cancers which are histologically described as TNM
• carcinoma in situ (including cervical dysplasia • Classifications T1 (including T1a and T1b) or are
CIN-1, CIN-2 and CIN-3) or tumours which are of another equivalent or lesser classification
histologically described as premalignant • tumours treated by endoscopic procedures alone
• chronic lymphocytic leukaemia Binet Stages A&B or Rai • tumours that are a recurrence or metastases of a tumour that
Stages 0,1 and 2 melanomas with a depth of invasion first occurred before the end of 90 days after this policy began
less than Clark Level 3 or thickness less than 1.5mm • angioplasty, laser or other intra-arterial procedures and non-
Breslow as determined by histological examination surgical techniques in relation to coronary artery by-pass surgery.

Total and permanent disability in the first 12 months

We won’t pay a benefit for any total and permanent disability that occurs within 12 months of the start date of the policy if you
have had symptoms, advice or treatment from a doctor for that condition within the 12 months before the policy started.

Accidental Death Cover

For policy holders aged between 65 and 84
If you die as a result of an accident after your 65th birthday, we’ll pay the balance owing on your account.

Example
If you owe $11,000 on your account when you die in an accident, we’d pay $11,000 to your account.

Limits to the cover

We’ll pay a maximum of $50,000.

Accidental Bodily Injury Cover

For policy holders aged between 65 and 84
If, as a result of an accident after your 65th birthday, you suffer:
• loss of a limb • loss of sight in both eyes, or
• loss of hearing • loss of speech

we’ll pay the balance owing to your account.

Example
If you owe $11,000 on your account when you lose a limb as a result of an accident, we’d pay $11,000 to your account.

Limits to the cover

We’ll pay a maximum of $50,000.

Exclusions
Accidental bodily injury within the first 12 months
We won’t pay a benefit for any accidental bodily injury that occurs within 12 months of the start date of the policy if you have
had symptoms, advice or treatment from a doctor for that condition within the 12 months before the policy started.

Disability Cover
For policy holders aged between 18 and 64
If:
• you had been working at the time of your disablement for at least six consecutive months,
• your disablement occurred before your 65th birthday, and
• you are continuously disabled for at least 30 days and unable to work,

we’ll pay to your account a monthly benefit of 20% of the balance owing (at least $30 and up to $2,000 per month) on the
statement immediately before the date of the accident, illness or injury causing disability, until you return to work.

We calculate your monthly benefit on a daily basis, for each day you are disabled.

Examples
• If you are disabled for 4 months and your monthly benefit is calculated at $400, we’d pay $1,600.
• If you are disabled for 4 months and your monthly benefit is calculated at $2,100, we’d
pay $8,000 (because the maximum monthly benefit is $2,000)
• If you are disabled for 10 days, we’d pay nothing because you are not disabled for 30 days.

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Limits to the cover
We’ll pay the monthly benefits while you continue to be disabled or until any of the following occurs:
• we have paid the closing balance on the statement immediately before the disability, or
• we have paid in total 36 monthly benefits on account of disability or involuntary unemployment.

Combined benefits
The maximum policy benefit period is 36 months for disability and involuntary unemployment combined. If you make multiple
disability or involuntary unemployment claims during the period you are insured, we will only ever pay a total of 36 months.

Exclusions
We won’t pay a benefit for:
• disability that occurs within 30 days after the date when the policy starts
• a period of disability of less than 30 consecutive days
• a sickness or injury within the first 12 months of the start date of the policy if you had symptoms, advice
or treatment from a doctor for that condition within the 12 months before the policy started.

We also won’t pay a benefit if you:

• don’t seek medical advice or fail to undertake treatment from • take part in a criminal activity
a medical practitioner continuously while you are disabled • are receiving a monthly benefit for
• return to gainful occupation Involuntary Unemployment Cover.

Involuntary Unemployment Cover

For policy holders aged between 18 and 64
If:
• you had been working for at least six consecutive months when you become involuntarily unemployed,
• your involuntary unemployment occurred before your 65th birthday, and
• you are continuously unemployed for at least 30 days,

we’ll pay to your account a monthly benefit of 20% of the balance owing (at least $30 and up to $2,000 per month)
on the statement immediately before the date you were made unemployed, until you return to work.

We calculate your monthly benefit on a daily basis, for each day you are unemployed.

Examples
• If you are unemployed for 4 months and your monthly benefit is calculated at $500, we’d pay $2,000.
• If you are unemployed for 6 months and your monthly benefit is calculated at $2,100, we’d
pay $12,000 (because the maximum monthly benefit is $2,000).
• If you are unemployed for 10 days, we’d pay nothing because you are not unemployed for 30 days.

Limits to the cover

We’ll pay the monthly benefits while you continue to be unemployed until any of the following occurs:
• we have paid the closing balance on the statement immediately before the unemployment,
• we have paid 12 monthly benefits, or
• we have paid, in total, 36 monthly benefits on account of disability or involuntary unemployment.

Combined benefits
The maximum policy benefit period is 36 months for disability and involuntary unemployment combined. That means if you make
multiple disability or involuntary unemployment claims during the period you are insured, we will only ever pay a total of 36 months.

Exclusions
We won’t pay a benefit if you:
• become unemployed within 30 days after • take part in a criminal activity
the date when the policy starts • take part in a strike or a lockout
• are unemployed for fewer than 30 consecutive days • are self-employed and your business temporarily stops trading
• are engaged in seasonal work, contract work or for a • are receiving a monthly benefit for Disability Cover
specified task or period and your employment ceases • return to gainful occupation
at the end of that season, contract, task or period • become unemployed because you have to provide regular and
• became aware of your impending unemployment sustained care to a family member for a disability that occurred
before the policy started in the first 12 months of the start date of the policy, if the family
• resign, accept early retirement or you abandon your employment member had symptoms, advice or treatment from a doctor for
• are unemployed due to your deliberate or serious misconduct that disability within 12 months before the policy started.

Extra Care Cover

For policy holders aged between 65 and 84
If:
• you are hospitalised as a result of sickness or injury and are continuously hospitalised for at least 30 days, or
• you are continuously confined to home for at least 30 days as a result of sickness or injury,

we’ll pay to your account a monthly benefit of 20% of the balance owing (at least $30 and up to $2,000 per month) on the statement immediately
before the date you are hospitalised or confined to home, until you are discharged from hospital or are no longer confined to home.

We calculate your monthly benefit on a daily basis, for each day you are hospitalised or confined to home. You may be entitled to claim for the
combined period of hospitalisation and confinement to home.

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Examples
• If you are hospitalised for 4 months and your monthly benefit is calculated at $400, we’d pay $1,600.
• If you are hospitalised for 4 months and your monthly benefit is calculated at $2,100,
we’d pay $8,000 (because the maximum monthly benefit is $2,000)
• If, after a serious accident, you are confined to home with assisted care for 3 months,
and your monthly benefit is calculated at $600, we’d pay $1,800.

Limits to the cover

The maximum policy benefit period is 12 months for Extra Care claims. That means if you make multiple
Extra Care claims during the period you are insured, we will only ever pay for 12 months.

Exclusions
We won’t pay a benefit for:
• a sickness or injury within the first 12 months of the start date of the policy if you had symptoms, advice
or treatment from a doctor for that condition within the 12 months before the policy started
• any period of hospitalisation or confinement to home that occurs within 30 days after start date of the policy
• any period of hospitalisation or confinement to home that is less than 30 consecutive days in duration
• any period of hospitalisation or confinement to home for any medical operations or treatments
that is not medically necessary, such as cosmetic or beauty treatment.

Making a claim
If you need to make a claim, don’t delay, contact us immediately. You can claim online or call us on 1800 800 230.
Download a Claim Form at https://www.latitudefinancial.com.au/insurance/make-a-claim.html

What you can expect

When you make a claim, we will:
• make a decision on your claim within 10 business days of receiving all the information we need
• make claim payments to your account within three business days of your claim being approved, and
• return any call you make to us within one business day of receiving your enquiry.

Providing other information

If we need any more information to support your claim we’ll contact you. Here are some examples of information we may ask for.

Price Protection claims

We may ask you for:
• proof of purchase
• proof and date of the price reduction.

Merchandise Protection claims

We may ask you for:
• a quote for the repairs (if your item has been damaged)
• a police report (if the item is stolen or maliciously damaged).

Stolen card claims

We may ask you for:
• a Police incident number
• the contact details of the Police Station where the theft was reported.

Claims for disability, critical illness, total and permanent disability, involuntary unemployment,
accidental bodily injury and hospitalisation
For these claims we may ask you for all or any of:
• a report or certificate from your treating doctor
• a letter from your employer, evidence you are actively seeking work such as employment
agency registration or copies of job applications, or evidence from Centrelink.

We may also ask you to undergo a medical examination (at our cost) by a doctor we nominate who will report to us.

What you need to know

This is the Financial Services Guide (FSG) and Product Disclosure Statement (PDS) for Account Cover Plus. The
information will help you make an informed decision about this optional consumer credit insurance product.

The cover details referred to throughout this FSG and PDS apply only to your account.

Our website always has the latest version of the terms and conditions of your policy and you should
refer to it whenever you have a question about your policy and what it covers.

Who is the insurer?

Hallmark Life is the insurer for Life Cover, including Critical Illness benefits, and for Accidental Death Cover.
Hallmark General is the insurer for:
• Price Protection • Disability Cover • Accidental Bodily Injury Cover
• Merchandise Protection • Involuntary Unemployment Cover • Extra Care Cover.
• Stolen Card Cover • Total and Permanent Disability benefits

Each insurer takes full responsibility for the whole PDS.

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Before you apply
Before applying for cover, it’s important that you read all the information carefully so you understand:
• the purposes of credit card insurance • how to apply
• what Account Cover Plus covers and what it doesn’t cover • how much it costs
• that you are not obliged to purchase this product • how to make a claim
• whether you are eligible to apply • the terms and conditions of your policy.

You may also be able to arrange this insurance through a different insurer.

Cooling off period

If you change your mind within 30 days of receiving your policy, and you haven’t made a claim, you can cancel your policy and obtain
a full premium refund. You can cancel your policy by calling 1800 800 230, by using our secure document upload portal available
at https://www.latitudefinancial.com.au/insurance/upload/ or by writing to us at GPO Box 1571, Sydney, NSW 1025.

Your duty to tell us the truth

It’s very important that you are honest in all your dealings with us. Otherwise you may not receive the full benefits of your policy.

Your eligibility for this cover

You can take out Account Cover Plus if you:
• have an account
• are aged between 18 and 84 inclusive, and
• are a resident of Australia.

Account eligibility
Account Cover Plus applies to any Coles MasterCard account.

When the policy starts

We’ll send you a communication confirming you have Account Cover Plus with a date showing when your policy starts, unless we have told you
that it starts on an earlier date. This PDS, policy and confirmation communication, read together, will be the terms and conditions of your policy.

About Account Cover Plus benefits

We calculate your benefits daily
We calculate benefits on a daily basis, that is, 1/30th for each day of disability, involuntary unemployment, hospitalisation, or confinement
to home for which you can claim. For example, if after a 30-day qualifying period you are disabled for a further 15 days, we’d pay for 45 days.

There’s a maximum benefit

The maximum policy benefit we’ll pay is $50,000. That means you can make multiple claims during the period
you are insured, but the maximum total we will pay across all of those claims is $50,000.

We pay benefits to your card

We pay all benefits directly to your account, even if your account has a zero balance or is in credit when we pay the benefit.

What it costs
Account Cover Plus costs 1% of the monthly closing balance of your account, up to a maximum
monthly premium of $50. It is debited to your account and payable monthly.

The following table gives some examples:

Balance owing at the end of the Monthly premium

monthly statement cycle

Nil Nil

$500 $5

$1,000 $10

$1,500 $15

$6,000 $50

$10,000 $50

$15,000 $50

We calculate your premiums monthly

We calculate your premium monthly, based on the closing balance of your account. If your balance
is zero on the day we print your statement, we don’t charge a premium that month.

Other details
Contacting us
Call us on 1800 800 230 Monday – Friday 8.30am – 5.00pm EST
Or write to us at: GPO Box 1571, Sydney NSW 1025
Fax: 1300 362 642 7
Cancelling your policy
Account Cover Plus is completely optional, so you can cancel it at any time by calling 1800 800 230, by using our
secure document upload portal available at https://www.latitudefinancial.com.au/insurance/upload/ or by writing
to us at GPO Box 1571, Sydney, NSW 1025, and we will stop debiting the premium from your account.

The cancellation takes effect from the end of the statement period for your account during which we receive your cancellation request.
We can also cancel the policy by advising you in writing, but only if you have not complied with the terms and conditions of your card
account, if you don’t pay your premium as required, or for any other reason allowed under the law such as making a fraudulent claim.

The cancellation will take effect from the date we advise you in writing, and we will stop debiting the premium to your account.

When the policy ends

The policy will cease automatically when any of the following events occur:
• your credit contract is terminated or cancelled • we pay the maximum benefit of 36 monthly repayments for
• you are in default under the credit contract and you have disability and involuntary unemployment claims in total
not remedied that default when requested to do so • you become bankrupt or enter into an arrangement with
• you reach the age of 85 your creditors under the Bankruptcy Act 1966 (Cth)
• you cease to be an Australian resident • the policy is cancelled by you or by us
• we pay the maximum policy benefit of $50,000 • you die.

Making a complaint
We want you to be completely satisfied with your policy and our service. If you’re not happy about something, please contact us first.

We have an internal dispute resolution procedure, and you can quickly get that started by calling 1800 800 230, by using our secure
document upload portal available at https://www.latitudefinancial.com.au/insurance/upload/ or by writing to us at GPO Box 1571,
Sydney, NSW 1025. We’ll do our best to resolve your complaint quickly and fairly, and we’ll keep you informed of the progress.

Our Privacy Policy also contains information as to how you can complain about a breach by us of the Privacy Act 1988 (Cth) and how we
will deal with such a complaint.

If your complaint is not resolved in this way, you can contact the following independent and impartial body that provides a free external
dispute resolution service:

Financial Ombudsman Service (“FOS”) Australia

Mail: GPO Box 3 Melbourne VIC 3001
Telephone: 1800 367 287
Fax: (03) 9613 6399
Email: [email protected] or www.fos.org.au

We also have a brochure ‘Do you have a complaint relating to insurance?’ which has everything you need to know about these procedures.
Please call us and we’ll send you a copy.

Hallmark General follows the General Insurance Code of Practice, and you’ll find it on the Insurance Council of Australia’s website at
codeofpractice.com.au

Financial Claims Scheme

You may be entitled to payment under the Financial Claims Scheme in respect of Price Protection, Merchandise Protection, Stolen Card Cover,
Disability Cover, Involuntary Unemployment Cover, Total and Permanent Disability, Accidental Bodily Injury Cover and Extra Care Cover claims,
if Hallmark General becomes insolvent. Information about the Financial Claims Scheme can be obtained from https://www.fcs.gov.au

Varying the policy

We may vary the terms of the covers written by Hallmark Life (including the percentage used to work out the monthly instalments of premium)
by giving you 30 days’ written notice.

Where permitted by law, we may vary the terms of the other covers by giving you 30 days’ written notice.

If you held a Coles MasterCard Account Cover Plus policy that was already in force on the date of this PDS, we will deal with claims under this
policy in accordance with the terms of an earlier policy if it would be more favourable to you.

Governing law
The policy is governed by the law in force in New South Wales. Each party submits to the non-exclusive jurisdiction of the courts of New South Wales.

No assignment
Your interest in this policy cannot be assigned to any other person.

Definitions
There are some special meanings for certain words and phrases when it comes to insurance and we’ve defined
these below. If you’re still not clear and need further explanation, please call us on 1800 800 230.

accidental bodily injury

• loss of a limb • loss of sight in both eyes, or
• loss of hearing • loss of speech

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account
Your Coles MasterCard ® account with Wesfarmers Finance Pty Ltd (ABN 58 601282 455)(Wesfarmers Finance), Australian Credit Licence
number 470916.

balance owing
For Disability Cover, Involuntary Unemployment Cover and Extra Care Cover, the closing balance on your account,
less any overdue or over-limit amounts, on the statement immediately before the accident, illness or injury causing
disability, hospitalisation or confinement to home or the date you were made involuntarily unemployed.

For Life Cover (including critical illness and total and permanent disability benefits), Accidental Death Cover
and Accidental Bodily Injury Cover, the outstanding balance on your account excluding any overdue or over-
limit amounts, fees and other charges imposed on any overdue or over-limit amounts, as at the date:
• of your death, or
• of your diagnosis of critical illness,
• we assess you to be totally and permanently disabled, or
• on which the accident resulting in an Accidental Bodily Injury occurred,

as the case may be.

cancer
The histologically confirmed diagnosis of one or more malignant tumours. Malignant tumours are characterised
by the uncontrolled growth and spread of malignant cells and the invasion and destruction of normal tissue. They
include leukaemia, lymphoma, Hodgkin’s disease and other malignant bone marrow disorders.

casual and temporary employment

Employment where:
• your job is short-term, irregular and uncertain, and
• you are not guaranteed regular work on an ongoing basis, and
• you have no guarantee of future employment, and
• you are not entitled to either paid holiday leave or paid sick leave.

Coles MasterCard
Includes any of the following products:
• Coles MasterCard (Low Rate)
• Coles Rewards MasterCard (including those opened before 2003)
• Coles No Annual Fee MasterCard (including those opened before 13 Feb 2012).

confined, confinement to home means

You are
• physically unable to leave home without difficulty and to do so requires the assistance of another person or medical device,
• you need part-time skilled nursing care or rehabilitative physical or speech therapy to help recover from an illness or injury.

This care or assistance must be prescribed by a doctor. Confined to home does not mean the patient must be bedridden.

coronary artery disease requiring surgery

The first undergoing of coronary artery by-pass grafting to two or more coronary arteries performed via open chest surgery for the
treatment of coronary artery disease. The surgery must be considered medically necessary by a consultant cardiologist.

disabled, disability, disablement

In our reasonable assessment, due to medically diagnosed sickness or injury you are unable to perform the normal duties of your usual occupation.

gainful occupation
Any activity or function performed for reward compensation or profit.

Hallmark General
Hallmark General Insurance Company Ltd. ABN 82 008 477 647 AFSL 243 478

Hallmark Life
Hallmark Life Insurance Company Ltd. ABN 87 008 446 884, AFSL 243469

heart attack
Death of heart muscle caused by obstruction of blood supply evidenced by typical rise and/or fall of cardiac biomarkers
with at least one value above the 99th percentile of the upper reference limit, and at least one of the following:
• acute cardiac symptoms and signs consistent with heart attack
• new, serial ECG changes with the development of any of the following:
a. acute injury type ST elevation or ST depression
b. coronary pattern T wave inversions
c. pathological Q waves
d. left bundle branch block
• imaging evidence of new loss of viable myocardium or new regional wall motion abnormality.

If the above indicators prove inconclusive, any other supporting clinical evidence that in our reasonable
opinion indicates that myocardial infarction has occurred will be considered.

Other acute coronary syndromes including but not limited to angina, are not covered under this definition.
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hospitalisation, hospitalised
A stay as a patient in a public or private hospital registered or administered in accordance with the applicable State or Territory
health legislation, which has accommodation for patients staying there and organised facilities for diagnosis and major surgery.
It does not include a stay in a convalescent, nursing or rest home, or nursing self-care or rest section of a hospital.

involuntary unemployment
If you are an employee:
• you stop working as a result of being terminated or being made redundant by your employer, where the job loss is not of your choosing, or
• you accept the terms of redundancy, offered by your employer, due to organisational downsizing or restructure.

If you are self-employed or in a business partnership, you stop working and it’s not of your choosing, because:
• you stop the business trading permanently or start to wind it up,
• the business is placed in the hands of an insolvency practitioner, or
• for partnerships, you stop trading permanently or dissolve or start to dissolve the partnership.

If you work on a contract or seasonal basis, you stop working as a result of being terminated or made redundant by your
employer before the agreed expiry date of the contract, season or task, where the job loss is not of your choosing.

If you leave your job because you have to provide regular and sustained care for a family member
without receiving an income (other than Centrelink Carer’s Allowance or equivalent), where the accident,
condition or disability which caused this need for care, occurred after the policy started.

item(s)
An individual article, object, piece, artefact or unit, or one that is part of a collection or set. It does not include services.

kidney failure
End stage renal failure presenting as chronic irreversible failure of both kidneys to function requiring permanent regular renal dialysis.

loss of hearing
Total, permanent and irreversible loss of hearing in both ears.

loss of a limb
• Complete severance through or above the wrist or ankle, or
• Total, permanent and irreversible loss of use of the arm or leg.

loss of sight
Total, permanent and irreversible loss of sight.

loss of speech
Total, permanent and irreversible loss of the power of speech.

Major organ transplant

The first undergoing of ‘human to human’ organ transplant from a donor to the life insured, of one or more of the following organs:
• kidney • lungs
• liver • pancreas
• heart • bone marrow.

The operation must be considered medically necessary by the appropriate consultant.

self-employed
You are working in a business and:
• you have power or control or influence over the business • you are working for payment or reward, and
because you own it, or are a major shareholder in the company • you are not an employee of another business.
that owns it, or a partner in the partnership that owns it

stroke
The first occurrence of a cerebrovascular accident or incident producing permanent neurological deficit resulting in at
least 25% impairment of whole person function. A cerebrovascular accident includes infarction of brain tissue, intracranial
and/or subarachnoid haemorrhage, or embolisation from an extracranial source. There must be clear evidence on a
Computerised Tomography (CT) or Magnetic Resonance Imaging (MRI) cerebral scan that a stroke has occurred.

Transient ischaemic attack, hypoxia or trauma, vestibular functions are excluded.

total and permanent disability, total and permanent disablement, totally and permanently disabled
• You suffer the loss of two limbs or the sight of both eyes or the loss of one limb and the sight of one eye; or
• In our reasonable assessment, as a result of medically diagnosed sickness or injury, you are unable to perform the
normal duties of any occupation for which you are reasonably suited by education, training or experience.

we, our, us
Hallmark General and Hallmark Life.

work, working
Continuous and regular employment for salary or wages, including self-employment, a partner in a partnership, full-time, part-time, contract
or seasonal worker, or if you are contracted for a specified season, period or task. It does not include casual or temporary employment.
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you, your
The person who has entered into a credit contract with Wesfarmers Finance for your Coles MasterCard account. If, when you applied for
Account Cover Plus, you nominated your partner as the main income earner to be covered under Life Cover (including critical illness and
total and permanent disability benefits), Accidental Death Cover, Accidental Bodily Injury Cover, Disability Cover, Involuntary Unemployment
Cover and Extra Care Cover, then any reference to ‘you’ in relation to a claim under these covers means your nominated partner.

Privacy Notice
This Privacy Notice contains important information about the collection, use and disclosure of personal information by Hallmark Life and
Hallmark General.

By applying for insurance through us, you consent to us collecting, using and disclosing personal information about you in the ways set out below.

We cannot issue an insurance policy to you without your personal information.

Generally, we collect:
• information you provided in the Application Form for your account • information from third parties (such as the credit
• information relating to your account, and provider of your credit account, employers, government
your ongoing use of that account bodies, medical practitioners, other insurers) where it is
• information you provide in Claim Forms unreasonable or impracticable to collect the information
• sensitive information (in particular, health information) where it is from you. Such circumstances may include where we seek
necessary to assess claims, but only with your express consent to verify the details you provided in your Claim Form.

Collection, use and disclosure of your personal information

We collect, use and disclose personal information about you:
• to process your application for insurance • to deal with complaints
• to provide and manage products and services or • to comply with the following laws that may require or
other relationships and arrangements, including to authorise us to obtain information about you:
process receipts, payments and invoices °° Privacy Act 1988
• to develop new products and services °° Corporations Act 2001
• to administer your insurance policy, perform administrative °° Insurance Contracts Act 1984
tasks and manage business operations °° Life Insurance Act 1995
• for planning, product development and research °° Autonomous Sanctions Act 2011
• for fraud, crime prevention and investigation °° National Consumer Credit Protection Act 2009
of insurance risks or claims °° Australian Securities and Investments Commission Act 2001.
• to handle insurance claims

We may also collect, use and disclose your personal information to tell you about products and services and other offers from third parties that
may be of interest to you.

Persons to whom we may disclose your personal information

We disclose your personal information as necessary to third parties for the purposes set out above. Those third parties may include contractors,
agents, service providers, medical practitioners, delivery companies, mail houses, call centres, debt collection agencies, researchers, reinsurers,
your employer, data analysts, government or regulatory bodies and professional advisers. We limit the use and disclosure of any personal
information we give those parties to the specific purpose for which we give it.

Safeguarding personal information

We will take reasonable steps to protect personal information about you that they hold and transmit, from misuse, interference and loss and from
unauthorised access, modification and disclosure.

Disclosure of your personal information overseas

In some circumstances, for the purposes set out in this Privacy Notice, your personal information may be transferred by us to organisations located
overseas and which do not have an Australian link (for example, a disclosure to an overseas recipient may be necessary for operational reasons. We
may also use service providers based overseas). Where such transfers occur, arrangements will be put in place to protect your personal information.

Whilst it is not practicable to list every country in which such recipients are located, it is likely that the countries to which your information may be
disclosed include the United Kingdom, United States of America, Hungary, Philippines, South Korea, New Zealand, India, Mexico and China..

Access and Correction

You may contact us to request access to your personal information, or if you believe that the information that we hold about you is incorrect in
any way, by:
• calling 1800 800 230; or
• writing to us at GPO Box 1571, Sydney NSW 1025.

Our Privacy Policy is available at https://www.latitudefinancial.com.au/privacy/ and explains how you can access and seek the correction of the
personal information we hold about you.

Third Parties
If you provide us with personal information about any other individual, such as an income nominee or an authorised third party to make enquiries
on your behalf in relation to your policy, you must first ensure that the person concerned:
• has seen this Privacy Notice and understood its contents; and
• has separately agreed to their personal information being collected, used and disclosed in accordance with this Privacy Notice.

Direct marketing opt-out

The consents given by you in relation to the use of your personal information for direct marketing apply to contacting you by all relevant means
(for example, by letter, email or phone) and apply for an indefinite period of time, unless you expressly withdraw those consents by notice to us.

If you do not want to receive direct marketing information from us, you may call us on 1800 800 230.
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Email Communication
If you provide us with an email address, you consent to electronic communications being sent to you via that email address,
including notices and reminders. To protect your privacy, we recommend that any email address you provide to us be your personal
email address rather than, for example, an email address accessible by your work colleagues or family members.

Financial Services Guide

There are some important things to consider before making a decision about financial services.
This Financial Services Guide (FSG) will help you by explaining:
• how we and the other parties involved receive remuneration for those services
• how complaints are dealt with.

About us
This FSG is given on behalf of:
• Hallmark General
• Wesfarmers Finance Pty Ltd (ABN 58 601 282 455), Australian Credit Licence number 470916
(Wesfarmers Finance) which is the credit provider for your Coles MasterCard account and an authorised
representative (AR) of Hallmark General and Hallmark Life, AR number 473266; and
• Latitude Financial Services Australia Holdings Pty Ltd ABN 603 161 100 (Latitude), which provides (amongst other things)
distribution services for Wesfarmers Finance and is also an authorised representative of Hallmark General and Hallmark Life,
AR number 1239431.

Wesfarmers Finance is a wholly owned subsidiary of Wesfarmers Finance Holding Company Pty Ltd (ABN 94 169 156 165).
Wesfarmers Finance Holding Company Pty Ltd is a wholly owned subsidiary of Coles Financial Services Pty Ltd (ABN 94 169 156 165).
Latitude is a related body corporate of Hallmark General and Hallmark Life.

Authorisations
Hallmark General, Wesfarmers Finance and Latitude are authorised to do the following in relation to the covers included in the
Account Cover Plus policy:
• issue, vary or dispose and arrange for each of these, and
• provide general financial product advice.

Hallmark General enters into contracts for Life Cover on behalf of Hallmark Life, under a binder. A binder authorises a person
to issue an insurance policy as though they were the insurer. All other financial services set out above are provided on behalf
of Hallmark General and Hallmark Life as the insurers of the relevant covers and Hallmark General as licensee.

Our compensation arrangements

The Australian Prudential Regulation Authority (APRA) supervises the financial obligations Hallmark General and Hallmark
Life have to their customers including arrangements for compensating retail clients for losses that they may suffer as a
result of Hallmark General, Hallmark Life or their representatives breaching Chapter 7 of the Corporations Act.

On this basis, Hallmark General and Hallmark Life are exempt from the requirements for compensation arrangements under s912B of that Act.

Remuneration and other benefits

Hallmark General
Hallmark General is paid monthly, on an ‘at cost’ basis, for providing support services to Hallmark Life. For example, each month Hallmark Life
pays Hallmark General a share of the office rent as it falls due.

Wesfarmers Finance
Hallmark General pays Wesfarmers Finance a commission of 20% of the premium, before Government charges.

Latitude
Wesfarmers pays Latitude for services on an ‘at cost’ basis for providing support services.

Employees
Employees of Hallmark General, Wesfarmers Finance and Latitude are paid a salary. Some employees are also eligible for a commission payment
on the sale of an insurance policy. Some employees are eligible for performance bonuses that are based on the amount of policies sold.

If you have a complaint

See our dispute resolution procedures.

Hallmark General, Wesfarmers Finance and Latitude have authorised the distribution of this FSG. Please call Hallmark General and Latitude on
1800 800 230 or Wesfarmers Finance on 1300 306 397 if you:
• do not want to receive further marketing materials like this,
• would like to register on our No Contact/No Call register, which means that we will not
telephone you to offer insurance products unless you ask us to, or
• want to tell us how often and at what times we can telephone you to offer insurance products.
MasterCard ® and the MasterCard brand mark are registered trademarks of MasterCard International Incorporated.

81-3825 (Rev12/16)

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