Accidental Damage from Handling

Product Disclosure Statement

Prepared by:

AIG Australia Limited 

ABN 93 004 727 753 AFSL 381686

Level 12, 717 Bourke Street, 

Docklands VIC 3008

Australia

Important information

As a purchaser of AppleCare+ for Mac or AppleCare+ for Apple Display, You are entitled to the benefit of the Accidental Damage from Handling ("ADH") coverage which is underwritten by AIG and is a component of the AppleCare+ suite of products and services. The ADH coverage cannot be purchased separately from the Plan. For details of the Plan, please read carefully the Terms.

This Product Disclosure Statement ("PDS") contains information about the key benefits and significant features of the ADH coverage and important information about Your rights and obligations including information about Cooling Off Period, Privacy, General Insurance Code of Practice and Dispute Resolution. The purpose of this PDS is to give You information You may require to make an informed decision about whether to purchase the Plan which includes the ADH coverage. Some of the words and phrases frequently used in this PDS and the Apple notice (see below) have special meanings. Their meanings are explained in the Definitions Section of this PDS. Any information contained in this PDS is general information only and is not intended to constitute advice, nor is it a recommendation or an opinion that the ADH coverage is suitable for or takes into account, Your specific objectives, financial situation or particular needs.

How the Accidental Damage from Handling insurance cover works

The ADH coverage is issued/insured by:

• AIG Australia Limited 
  ABN 93 004 727 753 AFSL 381686
  Level 12, 717 Bourke Street, 
  Docklands VIC 3008
  Australia

We issue/insure the ADH coverage pursuant to an Australian Financial Services Licence granted to Us by the Australian Securities and Investments Commission. 

This PDS was prepared on 14 November 2019.

PRODUCT DISCLOSURE STATEMENT

Cover available

ADH coverage is limited to the benefits and subject to the terms, conditions and exclusions in Sections 2 and 3 of the Terms. ADH coverage applies to Covered Device. 

ADH coverage applies to an operational or mechanical failure caused by an accident from handling that is the result of an unexpected and unintentional external event (e.g. drops and liquid contact from spills) that arises from Your normal daily usage of the Covered Device as intended for such Covered Device. 

ADH coverage does not include: (i) protection against normal wear and tear, excessive or catastrophic damage, theft, misplacement, reckless, abusive, willful or intentional conduct associated with handling and use of the Covered Device; (ii) protection against any other act or result not covered by the Plan, as set out in Section 3.1 of the Terms; or (iii) any resultant damage to the Covered Device that arises from one or more conditions described in (i) or (ii). 

Benefits 

If your Covered Device fails because of accidental damage from handling, Apple will, subject to the relevant service fee either (i) repair the defect using new or refurbished parts that are equivalent to new in performance and reliability, or (ii) exchange the Covered Device with a replacement product that is new or equivalent to new in performance and reliability (each, a "Service Event"). IMPORTANT: Your ADH coverage will expire prior to the end of the term of the Plan once Apple, as a result of ADH claims, has provided to You two Service Events. 

Costs 

Premiums

You are the beneficiary under the Master Policy and the cost of Your Plan includes the premium for the ADH coverage, which ranges between 7% and 23% of the cost of Your Plan. 

Service fee

If You make a claim, You may be required to pay the relevant service fee to Apple as follows:

To qualify for the Tier 1 ADH Service Event fee, the Covered Device must have no additional damage beyond the screen-only damage (if applicable) or the external enclosure-only where such additional damage would prevent Apple from repairing the display or external enclosure. ADH damage to the Apple-branded stand and/or VESA mount used with your Apple-branded display will be treated as external enclosure-only ADH damage. A Covered Device with additional damage will be charged the price of the Tier 2 ADH Service Event fee.

How to make a claim

You must submit any claim to Apple. When You make a claim, You may be required to provide an explanation of where and when the accident occurred with a detailed description of the actual event. If Your claim is approved, You will have to pay the relevant service fee to Apple. Please see section 2.2 of the Terms for more details on how to make a claim. 

Cooling off period 

Once Your ADH coverage has commenced You have a 30-day cooling off period within which You may cancel the ADH coverage. To cancel Your ADH coverage during the cooling off period, please send Apple Your written request to cancel Your ADH coverage. You will receive a full refund less the value of any service provided or claims made under the Plan. However, if you elect not to be covered by ADH Coverage, you will need to cancel the entire Plan. 

The Code of Practice

AIG Australia Limited is signatory to the General Insurance Code of Practice (“Code”). The Code sets out the minimum standards of service that can be expected from the insurance industry and requires insurers to be open, fair and honest in their dealings with customers.

We are committed to adhering to the objectives of the Code and to uphold these minimum standards when providing services covered by this Code. The Code objectives will be followed having regards to the law and acknowledging that a contract of insurance is a contract based on the utmost good faith.

For more information on the Code, please visit codeofpractice.com.au.

The Financial Claims Scheme 

The protection provided under the Federal Government’s Financial Claims Scheme (the "Scheme") applies to this Insurance. In the unlikely event that we are unable to meet our obligations under this insurance, as a person entitled to make a claim under this insurance cover, you may be entitled to payment under the Scheme (access to the Scheme is subject to eligibility criteria). Information about the Scheme can be obtained from the APRA website at fcs.gov.au.

Your Duty of Disclosure

Before you enter into an insurance contract, you have a duty of disclosure under the Insurance Contracts Act 1984.

If we ask you questions that are relevant to our decision to insure you and on what terms, you must tell us anything that you know and that a reasonable person in the circumstances would include in answering the questions.

You have this duty until we agree to insure you.

If you do not tell us something

If you do not tell us anything you are required to tell us, we may cancel your contract or reduce the amount we will pay you if you make a claim, or both.

If your failure to tell us is fraudulent, we may refuse to pay a claim and treat the contract as if it never existed.

Privacy consent and disclosure

This notice sets out how AIG collects, uses and discloses personal information about:

• You, if an individual; and
• other individuals You provide information about.

Further information about our Privacy Policy is available at www.aig.com.au or by contacting Us at [email protected] or on 1300 030 886.

How We collect Your personal information

AIG usually collects personal information from You or Your agents.

AIG may also collect personal information from:

• Our agents and service providers;
• other insurers;
• people who are involved in a claim or assist Us in investigating or processing claims, including third parties claiming under Your policy, witnesses and medical practitioners;
• third parties who may be arranging insurance cover for a group that You are a part of;
• providers of marketing lists and industry databases; and
• publicly available sources.

Why We collect Your personal information

AIG collects information necessary to:

• underwrite and administer Your insurance cover;
• improve customer service and products and carry out research and analysis, including data analytics; and
• advise You of Our and other products and services that may interest You.

You have a legal obligation under the Insurance Contracts Act 1984 to disclose certain information. Failure to disclose information required may result in AIG declining cover, cancelling your insurance cover or reducing the level of cover, or declining claims.

To whom We disclose Your personal information

In the course of underwriting and administering Your policy, We may disclose Your information to:

• your or our agents, entities to which AIG is related, reinsurers, contractors or third party providers providing services related to the administration of Your policy;
• banks and financial institutions for policy payments;
• your or our agents, assessors, third party administrators, emergency providers, retailers, medical providers, travel carriers, in the event of a claim;
• entities to which AIG is related and third party providers for data analytics functions; 
• other entities to enable them to offer their products or services to You; and
• government, law enforcement, dispute resolution, statutory or regulatory bodies, or as required by law.

AIG is likely to disclose information to some of these entities located overseas, including in the following countries: United States of America, Canada, Bermuda, United Kingdom, Ireland, Belgium, the Netherlands, Germany, France, Singapore, Malaysia, the Philippines, India, Hong Kong, New Zealand as well as any country in which You have a claim and such other countries as may be notified in Our Privacy Policy from time to time. You may request not to receive direct marketing communications from AIG.

Access to Your personal information

Our Privacy Policy contains information about how You may access and seek correction of personal information We hold about You. In summary, You may gain access to Your personal 

information by submitting a written request to AIG. In some circumstances permitted under the Privacy Act 1988 (Cth), AIG may not permit access to Your personal information. Circumstances where access may be denied include where it would have an unreasonable impact on the privacy of other individuals, or where it would be unlawful.

Complaints

Our Privacy Policy also contains information about how You may complain about a breach of the applicable privacy principles and how We will deal with such a complaint.

Consent Acknowledgment

Your application for the Plan includes a consent that You, and any other individuals You provide information about, consent to the collection, use and disclosure of personal information as set out in this notice.

Dispute resolution

We strive to provide an efficient, honest, fair and transparent standard of service at all times. We recognise that occasionally mistakes or misunderstandings can happen. If this is the case, we realise that you will want to let us know and may wish to make a complaint.

If you make a complaint, we will make sure that your concerns are addressed as quickly as possible.

What should you do if you have a complaint?

You can register a complaint by telephoning us on 1800 339 669, lodging your complaint on our website, or by writing to:

• The Compliance Manager
  AIG Australia Limited
  Level 12, 717 Bourke Street
  Docklands VIC 3008
  Australia

As soon as we receive your complaint we will take all possible steps to resolve it. You will receive a written response to your complaint within 15 working days, unless we agree a longer timeframe with you.

What should you do if you are not happy with our response to your complaint?

If you are not satisfied with our response to your complaint, you may wish to have the matter reviewed by our Internal Dispute Resolution Committee (“Committee”). The Committee is comprised of Senior Management of the company who have the experience and authority to decide on matters brought to the Committee.

If you wish to have your complaint reviewed by this Committee, please telephone or write to the person who has signed the response letter to your complaint and provide them with detailed reasons for requesting the review. This information will greatly assist the Committee in reviewing your claim or enquiry. Your complaint will then be treated as a dispute. You may also make a request for a review by the Committee by contacting:

• The Chairperson IDRC
  AIG Australia Limited
  Level 12, 717 Bourke Street
  Docklands VIC 3008
  Australia

A written response setting out the final decision of the Committee and the reasons for this decision will be provided to you within 15 working days of the date you advise us you wish to take your complaint to IDRC.

If we are unable to provide a written response setting out the final decision, we will keep you informed of progress at least every 10 days.

If you are not satisfied with the finding of the Committee, or if we have been unable to resolve your complaint within 45 calendar days, you may be able to take your matter to an independent dispute resolution body, the Australian Financial Complaints Authority (“AFCA”). This external dispute resolution body can make decisions with which AIG are obliged to comply. Contact details are:

Australian Financial Complaints Authority
GPO Box 3
Melbourne, VIC 3001
Tel: 1800 931 678 (local call fee applies)
Email: [email protected]

Internet: www.afca.org.au

You should note that use of the AFCA scheme does not preclude you from subsequently exercising any legal rights, which you may have if you are still unhappy with the outcome. Before doing so however, we strongly recommend that you obtain independent legal advice.

If your complaint does not fall within the Australian Financial Complaints Authority’s terms of reference, we will advise you to seek independent legal advice or give you information about any other external dispute resolution options (if any) that may be available to you.

GST

The amount of premium payable for this cover also includes an amount on account of GST. The sums insured under this Policy exclude GST.

When we make a payment under this Policy for the acquisition of goods, services or other supplies we will reduce the payment by the amount of any input tax credit that You are or would have been entitled to if You made a relevant acquisition.

Where You are registered for GST You must tell us Your correct input tax credit entitlement. Any fines or penalties arising from Your incorrect advice are payable by You.

Changes to this PDS

The information in this document is current as at the date of this PDS. We may change some of the information in the PDS that is not materially adverse from time to time without needing to notify You. You may review the current version of the PDS at any time by visiting the website apple.com/legal/sales-support/applecare/applecareplus/docs/applecareplus_au_pds. 

Should You require it, We will provide You with a paper version of this PDS free of charge upon receipt of such request. If it becomes necessary, We will issue a supplementary or replacement PDS.

Definitions

Apple means Apple Pty Limited ABN 46 002 510 054.

ADH coverage means the accidental damage from handling insurance cover that commences immediately upon Your purchase of the Plan. 

Covered Device means an Apple-branded computer or display (including any Apple-branded stand and/or VESA mount included with or purchased at the same time as your Apple-branded display), and the Apple-branded accessories contained in its original packaging listed on Your proof of coverage document.

Master Policy means the group insurance policy issued to Apple by Us and referred to in the Apple notice. 

PDS means Product Disclosure Statement.

Plan means the service contract that governs the hardware service and technical support provided to You by Apple under the AppleCare+ for Mac or AppleCare+ for Apple Display for a Covered Device.

Terms means the terms and conditions of the AppleCare+ Plan.

You, Your means the person who has purchased the Plan and is a beneficiary of the Master Policy. 

We, Us, Our, AIG means AIG Australia Limited ABN 93 004 727 753 AFSL 381686.

For any enquiries and assistance

AIG Customer Service Centre 

Email: [email protected]

031919 AC+ for Mac APAC PDS English v1.3

Accidental Damage from Handling

Product Disclosure Statement

Prepared by:

AIG Australia Limited

ABN 93 004 727 753 AFSL 381686

Level 12, 717 Bourke Street,

Docklands VIC 3008

Australia

Important information

As a purchaser of AppleCare+ for Mac, You are entitled to the benefit of the Accidental Damage from Handling ("ADH") coverage which is underwritten by AIG and is a component of the AppleCare+ suite of products and services. The ADH coverage cannot be purchased separately from the Plan. For details of the Plan, please read carefully the Terms.

This Product Disclosure Statement ("PDS") contains information about the key benefits and significant features of the ADH coverage and important information about Your rights and obligations including information about Cooling Off Period, Privacy, General Insurance Code of Practice and Dispute Resolution. The purpose of this PDS is to give You information You may require to make an informed decision about whether to purchase the Plan which includes the ADH coverage. Some of the words and phrases frequently used in this PDS and the Apple notice (see below) have special meanings. Their meanings are explained in the Definitions Section of this PDS. Any information contained in this PDS is general information only and is not intended to constitute advice, nor is it a recommendation or an opinion that the ADH coverage is suitable for or takes into account, Your specific objectives, financial situation or particular needs.

How the Accidental Damage from Handling insurance cover works

The ADH coverage is issued/insured by:

• AIG Australia Limited
  ABN 93 004 727 753 AFSL 381686
  Level 12, 717 Bourke Street,
  Docklands VIC 3008
  Australia

We issue/insure the ADH coverage pursuant to an Australian Financial Services Licence granted to Us by the Australian Securities and Investments Commission.

This PDS was prepared on 17 December 2018.

PRODUCT DISCLOSURE STATEMENT

Cover available

ADH coverage is limited to the benefits and subject to the terms, conditions and exclusions in Sections 2 and 3 of the Terms. ADH coverage applies to Covered Device.

ADH coverage applies to an operational or mechanical failure caused by an accident from handling that is the result of an unexpected and unintentional external event (e.g. drops and liquid contact from spills) that arises from Your normal daily usage of the Covered Device as intended for such Covered Device.

ADH coverage does not include: (i) protection against normal wear and tear, excessive or catastrophic damage, theft, misplacement, reckless, abusive, willful or intentional conduct associated with handling and use of the Covered Device; (ii) protection against any other act or result not covered by the Plan, as set out in Section 3.1 of the Terms; or (iii) any resultant damage to the Covered Device that arises from one or more conditions described in (i) or (ii).

Benefits

If your Covered Device fails because of accidental damage from handling, Apple will, subject to the relevant service fee either (i) repair the defect using new or refurbished parts that are equivalent to new in performance and reliability, or (ii) exchange the Covered Device with a replacement product that is new or equivalent to new in performance and reliability (each, a "Service Event"). IMPORTANT: Your ADH coverage will expire prior to the end of the term of the Plan once Apple, as a result of ADH claims, has provided to You two Service Events.

Costs

Premiums

You are the beneficiary under the Master Policy and the cost of Your Plan includes the premium for the ADH coverage ranges between 7% and 20% of the cost of Your Plan.

Service fee

If You make a claim, You may be required to pay the relevant service fee to Apple as follows:

To qualify for the Tier 1 ADH Claim fee, the Covered Device must have no additional damage beyond the screen-only damage (if applicable) or the external enclosure-only where such additional damage would prevent Apple from repairing the display or external enclosure. A Covered Device with additional damage will be charged the price of the Tier 2 ADH Claim fee.

How to make a claim

You must submit any claim to Apple. When You make a claim, You may be required to provide an explanation of where and when the accident occurred with a detailed description of the actual event. If Your claim is approved, You will have to pay the relevant service fee to Apple. Please see section 2.2 of the Terms for more details on how to make a claim.

Cooling off period

Once Your ADH coverage has commenced You have a 30-day cooling off period within which You may cancel the ADH coverage. To cancel Your ADH coverage during the cooling off period, please send Apple Your written request to cancel Your ADH coverage. You will receive a full refund less the value of any service provided or claims made under the Plan. However, if you elect not to be covered by ADH Coverage, you will need to cancel the entire Plan.

The Code of Practice

AIG Australia Limited is signatory to the General Insurance Code of Practice (“Code”). The Code sets out the minimum standards of service that can be expected from the insurance industry and requires insurers to be open, fair and honest in their dealings with customers.

We are committed to adhering to the objectives of the Code and to uphold these minimum standards when providing services covered by this Code. The Code objectives will be followed having regards to the law and acknowledging that a contract of insurance is a contract based on the utmost good faith.

For more information on the Code, please visit www.codeofpractice.com.au.

The Financial Claims Scheme

The protection provided under the Federal Government’s Financial Claims Scheme (the "Scheme") applies to this Insurance. In the unlikely event that we are unable to meet our obligations under this insurance, as a person entitled to make a claim under this insurance cover, you may be entitled to payment under the Scheme (access to the Scheme is subject to eligibility criteria). Information about the Scheme can be obtained from the APRA website at www.fcs.gov.au.

Your Duty of Disclosure

Before you enter into an insurance contract, you have a duty of disclosure under the Insurance Contracts Act 1984.

If we ask you questions that are relevant to our decision to insure you and on what terms, you must tell us anything that you know and that a reasonable person in the circumstances would include in answering the questions.

You have this duty until we agree to insure you.

If you do not tell us something

If you do not tell us anything you are required to tell us, we may cancel your contract or reduce the amount we will pay you if you make a claim, or both.

If your failure to tell us is fraudulent, we may refuse to pay a claim and treat the contract as if it never existed.

Privacy consent and disclosure

This notice sets out how AIG collects, uses and discloses personal information about:

• You, if an individual; and
• other individuals You provide information about.

Further information about our Privacy Policy is available at www.aig.com.au or by contacting Us at [email protected] or on 1300 030 886.

How We collect Your personal information

AIG usually collects personal information from You or Your agents.

AIG may also collect personal information from:

• Our agents and service providers;
• other insurers;
• people who are involved in a claim or assist Us in investigating or processing claims, including third parties claiming under Your policy, witnesses and medical practitioners;
• third parties who may be arranging insurance cover for a group that You are a part of;
• providers of marketing lists and industry databases; and
• publicly available sources.

Why We collect Your personal information

AIG collects information necessary to:

• underwrite and administer Your insurance cover;
• improve customer service and products and carry out research and analysis, including data analytics; and
• advise You of Our and other products and services that may interest You.

You have a legal obligation under the Insurance Contracts Act 1984 to disclose certain information. Failure to disclose information required may result in AIG declining cover, cancelling your insurance cover or reducing the level of cover, or declining claims.

To whom We disclose Your personal information

In the course of underwriting and administering Your policy, We may disclose Your information to:

• your or our agents, entities to which AIG is related, reinsurers, contractors or third party providers providing services related to the administration of Your policy;
• banks and financial institutions for policy payments;
• your or our agents, assessors, third party administrators, emergency providers, retailers, medical providers, travel carriers, in the event of a claim;
• entities to which AIG is related and third party providers for data analytics functions;
• other entities to enable them to offer their products or services to You; and
• government, law enforcement, dispute resolution, statutory or regulatory bodies, or as required by law.

AIG is likely to disclose information to some of these entities located overseas, including in the following countries: United States of America, Canada, Bermuda, United Kingdom, Ireland, Belgium, the Netherlands, Germany, France, Singapore, Malaysia, the Philippines, India, Hong Kong, New Zealand as well as any country in which You have a claim and such other countries as may be notified in Our Privacy Policy from time to time. You may request not to receive direct marketing communications from AIG.

Access to Your personal information

Our Privacy Policy contains information about how You may access and seek correction of personal information We hold about You. In summary, You may gain access to Your personal

information by submitting a written request to AIG. In some circumstances permitted under the Privacy Act 1988 (Cth), AIG may not permit access to Your personal information. Circumstances where access may be denied include where it would have an unreasonable impact on the privacy of other individuals, or where it would be unlawful.

Complaints

Our Privacy Policy also contains information about how You may complain about a breach of the applicable privacy principles and how We will deal with such a complaint.

Consent Acknowledgment

Your application for the Plan includes a consent that You, and any other individuals You provide information about, consent to the collection, use and disclosure of personal information as set out in this notice.

Dispute resolution

We strive to provide an efficient, honest, fair and transparent standard of service at all times. We recognise that occasionally mistakes or misunderstandings can happen. If this is the case, we realise that you will want to let us know and may wish to make a complaint.

If you make a complaint, we will make sure that your concerns are addressed as quickly as possible.

What should you do if you have a complaint?

You can register a complaint by telephoning us on 1800 339 669, lodging your complaint on our website, or by writing to:

• The Compliance Manager
  AIG Australia Limited
  Level 12, 717 Bourke Street
  Docklands VIC 3008
  Australia

As soon as we receive your complaint we will take all possible steps to resolve it. You will receive a written response to your complaint within 15 working days, unless we agree a longer timeframe with you.

What should you do if you are not happy with our response to your complaint?

If you are not satisfied with our response to your complaint, you may wish to have the matter reviewed by our Internal Dispute Resolution Committee (“Committee”). The Committee is comprised of Senior Management of the company who have the experience and authority to decide on matters brought to the Committee.

If you wish to have your complaint reviewed by this Committee, please telephone or write to the person who has signed the response letter to your complaint and provide them with detailed reasons for requesting the review. This information will greatly assist the Committee in reviewing your claim or enquiry. Your complaint will then be treated as a dispute. You may also make a request for a review by the Committee by contacting:

• The Chairperson IDRC
  AIG Australia Limited
  Level 12, 717 Bourke Street
  Docklands VIC 3008
  Australia

A written response setting out the final decision of the Committee and the reasons for this decision will be provided to you within 15 working days of the date you advise us you wish to take your complaint to IDRC.

If we are unable to provide a written response setting out the final decision, we will keep you informed of progress at least every 10 days.

If you are not satisfied with the finding of the Committee, or if we have been unable to resolve your complaint within 45 calendar days, you may be able to take your matter to an independent dispute resolution body, the Australian Financial Complaints Authority (“AFCA”). This external dispute resolution body can make decisions with which AIG are obliged to comply. Contact details are:

Australian Financial Complaints Authority
GPO Box 3
Melbourne, VIC 3001
Tel: 1800 931 678 (local call fee applies)
Email: [email protected]

Internet: www.afca.org.au

You should note that use of the AFCA scheme does not preclude you from subsequently exercising any legal rights, which you may have if you are still unhappy with the outcome. Before doing so however, we strongly recommend that you obtain independent legal advice.

If your complaint does not fall within the Australian Financial Complaints Authority’s terms of reference, we will advise you to seek independent legal advice or give you information about any other external dispute resolution options (if any) that may be available to you.

GST

The amount of premium payable for this cover also includes an amount on account of GST. The sums insured under this Policy exclude GST.

When we make a payment under this Policy for the acquisition of goods, services or other supplies we will reduce the payment by the amount of any input tax credit that You are or would have been entitled to if You made a relevant acquisition.

Where You are registered for GST You must tell us Your correct input tax credit entitlement. Any fines or penalties arising from Your incorrect advice are payable by You.

Changes to this PDS

The information in this document is current as at the date of this PDS. We may change some of the information in the PDS that is not materially adverse from time to time without needing to notify You. You may review the current version of the PDS at any time by visiting the website apple.com/legal/sales-support/applecare/applecareplus/docs/applecareplus_au_pds.

Should You require it, We will provide You with a paper version of this PDS free of charge upon receipt of such request. If it becomes necessary, We will issue a supplementary or replacement PDS.

Definitions

Apple means Apple Pty Limited ABN 46 002 510 054.

ADH coverage means the accidental damage from handling insurance cover that commences immediately upon Your purchase of the Plan.

Covered Device means an Apple-branded line of computer models, which currently consist of the MacBook, MacBook Air, MacBook Pro, iMac, iMac Pro, Mac Pro, and Mac mini computer models, and the Apple-branded accessories contained in its original packaging listed on Your proof of coverage document.

Master Policy means the group insurance policy issued to Apple by Us and referred to in the Apple notice.

PDS means Product Disclosure Statement.

Plan means the service contract that governs the hardware service and technical support provided to You by Apple under the AppleCare+ for Mac for a Covered Device.

Terms means the terms and conditions of the AppleCare+ Plan.

You, Your means the person who has purchased the Plan and is a beneficiary of the Master Policy.

We, Us, Our, AIG means AIG Australia Limited ABN 93 004 727 753 AFSL 381686.

For any enquiries and assistance

AIG Customer Service Centre

Email: [email protected]

120318 AC+ for Mac APAC PDS English v1.2

Accidental Damage from Handling

Product Disclosure Statement

Prepared by:

AIG Australia Limited

ABN 93 004 727 753 AFSL 381686

Level 12, 717 Bourke Street,

Docklands VIC 3008

Australia

Important information

As a purchaser of AppleCare+ for Mac, You are entitled to the benefit of the Accidental Damage from Handling ("ADH") coverage which is underwritten by AIG and is a component of the AppleCare+ suite of products and services. The ADH coverage cannot be purchased separately from the Plan. For details of the Plan, please read carefully the Terms.

This Product Disclosure Statement ("PDS") contains information about the key benefits and significant features of the ADH coverage and important information about Your rights and obligations including information about Cooling Off Period, Privacy, General Insurance Code of Practice and Dispute Resolution. The purpose of this PDS is to give You information You may require to make an informed decision about whether to purchase the Plan which includes the ADH coverage. Some of the words and phrases frequently used in this PDS and the Apple notice (see below) have special meanings. Their meanings are explained in the Definitions Section of this PDS. Any information contained in this PDS is general information only and is not intended to constitute advice, nor is it a recommendation or an opinion that the ADH coverage is suitable for or takes into account, Your specific objectives, financial situation or particular needs.

How the Accidental Damage from Handling insurance cover works

The ADH coverage is issued/insured by:

• AIG Australia Limited
  ABN 93 004 727 753 AFSL 381686
  Level 12, 717 Bourke Street,
  Docklands VIC 3008
  Australia

We issue/insure the ADH coverage pursuant to an Australian Financial Services Licence granted to Us by the Australian Securities and Investments Commission.

This PDS was prepared in November 2017.

PRODUCT DISCLOSURE STATEMENT

Cover available

ADH coverage is limited to the benefits and subject to the terms, conditions and exclusions in Sections 2 and 3 of the Terms. ADH coverage applies to Covered Device.

ADH coverage applies to an operational or mechanical failure caused by an accident from handling that is the result of an unexpected and unintentional external event (e.g. drops and liquid contact from spills) that arises from Your normal daily usage of the Covered Device as intended for such Covered Device.

ADH coverage does not include: (i) protection against normal wear and tear, excessive or catastrophic damage, theft, misplacement, reckless, abusive, willful or intentional conduct associated with handling and use of the Covered Device; (ii) protection against any other act or result not covered by the Plan, as set out in Section 3.1 of the Terms; or (iii) any resultant damage to the Covered Device that arises from one or more conditions described in (i) or (ii).

Benefits

If your Covered Device fails because of accidental damage from handling, Apple will, subject to the relevant service fee either (i) repair the defect using new or refurbished parts that are equivalent to new in performance and reliability, or (ii) exchange the Covered Device with a replacement product that is new or equivalent to new in performance and reliability (each, a "Service Event"). IMPORTANT: Your ADH coverage will expire prior to the end of the term of the Plan once Apple, as a result of ADH claims, has provided to You two Service Events.

Costs

Premiums

You are the beneficiary under the Master Policy and the cost of Your Plan includes the premium for the ADH coverage ranges between 7% and 20% of the cost of Your Plan.

Service fee

If You make a claim, You may be required to pay the relevant service fee to Apple as follows:

To qualify for the Tier 1 ADH Claim fee, the Covered Device must have no additional damage beyond the screen-only damage (if applicable) or the external enclosure-only where such additional damage would prevent Apple from repairing the display or external enclosure. A Covered Device with additional damage will be charged the price of the Tier 2 ADH Claim fee.

How to make a claim

You must submit any claim to Apple. When You make a claim, You may be required to provide an explanation of where and when the accident occurred with a detailed description of the actual event. If Your claim is approved, You will have to pay the relevant service fee to Apple. Please see section 2.2 of the Terms for more details on how to make a claim.

Cooling off period

Once Your ADH coverage has commenced You have a 30-day cooling off period within which You may cancel the ADH coverage. To cancel Your ADH coverage during the cooling off period, please send Apple Your written request to cancel Your ADH coverage. You will receive a full refund less the value of any service provided or claims made under the Plan. However, if you elect not to be covered by ADH Coverage, you will need to cancel the entire Plan.

The Code of Practice

AIG Australia Limited is signatory to the General Insurance Code of Practice (“Code”). The Code sets out the minimum standards of service that can be expected from the insurance industry and requires insurers to be open, fair and honest in their dealings with customers.

We are committed to adhering to the objectives of the Code and to uphold these minimum standards when providing services covered by this Code. The Code objectives will be followed having regards to the law and acknowledging that a contract of insurance is a contract based on the utmost good faith.

For more information on the Code, please visit codeofpractice.com.au.

The Financial Claims Scheme

The protection provided under the Federal Government’s Financial Claims Scheme (the "Scheme") applies to this Insurance. In the unlikely event that we are unable to meet our obligations under this insurance, as a person entitled to make a claim under this insurance cover, you may be entitled to payment under the Scheme (access to the Scheme is subject to eligibility criteria). Information about the Scheme can be obtained from the APRA website at fcs.gov.au.

Your Duty of Disclosure

Before you enter into an insurance contract, you have a duty of disclosure under the Insurance Contracts Act 1984.

If we ask you questions that are relevant to our decision to insure you and on what terms, you must tell us anything that you know and that a reasonable person in the circumstances would include in answering the questions.

You have this duty until we agree to insure you.

If you do not tell us something

If you do not tell us anything you are required to tell us, we may cancel your contract or reduce the amount we will pay you if you make a claim, or both.

If your failure to tell us is fraudulent, we may refuse to pay a claim and treat the contract as if it never existed.

Privacy consent and disclosure

This notice sets out how AIG collects, uses and discloses personal information about:

• You, if an individual; and
• other individuals You provide information about.

Further information about our Privacy Policy is available at www.aig.com.au or by contacting Us at [email protected] or on 1300 030 886.

How We collect Your personal information

AIG usually collects personal information from You or Your agents.

AIG may also collect personal information from:

• Our agents and service providers;
• other insurers;
• people who are involved in a claim or assist Us in investigating or processing claims, including third parties claiming under Your policy, witnesses and medical practitioners;
• third parties who may be arranging insurance cover for a group that You are a part of;
• providers of marketing lists and industry databases; and
• publicly available sources.

Why We collect Your personal information

AIG collects information necessary to:

• underwrite and administer Your insurance cover;
• improve customer service and products and carry out research and analysis, including data analytics; and
• advise You of Our and other products and services that may interest You.

You have a legal obligation under the Insurance Contracts Act 1984 to disclose certain information. Failure to disclose information required may result in AIG declining cover, cancelling your insurance cover or reducing the level of cover, or declining claims.

To whom We disclose Your personal information

In the course of underwriting and administering Your policy, We may disclose Your information to:

• your or our agents, entities to which AIG is related, reinsurers, contractors or third party providers providing services related to the administration of Your policy;
• banks and financial institutions for policy payments;
• your or our agents, assessors, third party administrators, emergency providers, retailers, medical providers, travel carriers, in the event of a claim;
• entities to which AIG is related and third party providers for data analytics functions;
• other entities to enable them to offer their products or services to You; and
• government, law enforcement, dispute resolution, statutory or regulatory bodies, or as required by law.

AIG is likely to disclose information to some of these entities located overseas, including in the following countries: United States of America, Canada, Bermuda, United Kingdom, Ireland, Belgium, the Netherlands, Germany, France, Singapore, Malaysia, the Philippines, India, Hong Kong, New Zealand as well as any country in which You have a claim and such other countries as may be notified in Our Privacy Policy from time to time. You may request not to receive direct marketing communications from AIG.

Access to Your personal information

Our Privacy Policy contains information about how You may access and seek correction of personal information We hold about You. In summary, You may gain access to Your personal

information by submitting a written request to AIG. In some circumstances permitted under the Privacy Act 1988 (Cth), AIG may not permit access to Your personal information. Circumstances where access may be denied include where it would have an unreasonable impact on the privacy of other individuals, or where it would be unlawful.

Complaints

Our Privacy Policy also contains information about how You may complain about a breach of the applicable privacy principles and how We will deal with such a complaint.

Consent Acknowledgment

Your application for the Plan includes a consent that You, and any other individuals You provide information about, consent to the collection, use and disclosure of personal information as set out in this notice.

Dispute resolution

We strive to provide an efficient, honest, fair and transparent standard of service at all times. We recognise that occasionally mistakes or misunderstandings can happen. If this is the case, we realise that you will want to let us know and may wish to make a complaint.

If you make a complaint, we will make sure that your concerns are addressed as quickly as possible.

What should you do if you have a complaint?

You can register a complaint by telephoning us on 1800 339 669, lodging your complaint on our website, or by writing to:

• The Compliance Manager
  AIG Australia Limited
  Level 12, 717 Bourke Street
  Docklands VIC 3008
  Australia

As soon as we receive your complaint we will take all possible steps to resolve it. You will receive a written response to your complaint within 15 working days, unless we agree a longer timeframe with you.

What should you do if you are not happy with our response to your complaint?

If you are not satisfied with our response to your complaint, you may wish to have the matter reviewed by our Internal Dispute Resolution Committee (“Committee”). The Committee is comprised of Senior Management of the company who have the experience and authority to decide on matters brought to the Committee.

If you wish to have your complaint reviewed by this Committee, please telephone or write to the person who has signed the response letter to your complaint and provide them with detailed reasons for requesting the review. This information will greatly assist the Committee in reviewing your claim or enquiry. Your complaint will then be treated as a dispute. You may also make a request for a review by the Committee by contacting:

• The Chairperson IDRC
  AIG Australia Limited
  Level 12, 717 Bourke Street
  Docklands VIC 3008
  Australia

A written response setting out the final decision of the Committee and the reasons for this decision will be provided to you within 15 working days of the date you advise us you wish to take your complaint to IDRC.

If we are unable to provide a written response setting out the final decision, we will keep you informed of progress at least every 10 days.

If you are not satisfied with the finding of the Committee, or if we have been unable to resolve your complaint within 45 calendar days, you may be able to take your matter to an independent dispute resolution body, the Financial Ombudsman Service (“FOS”). This external dispute resolution body can make decisions with which AIG are obliged to comply. Contact details are:

• Financial Ombudsman Service
  GPO Box 3
  Melbourne, VIC 3001
  Tel: 1300 78 08 08 (local call fee applies)
  Email: [email protected]
  Internet: fos.org.au

You should note that use of the FOS scheme does not preclude you from subsequently exercising any legal rights, which you may have if you are still unhappy with the outcome. Before doing so however, we strongly recommend that you obtain independent legal advice.

If your complaint does not fall within the Financial Ombudsman Service’s terms of reference, we will advise you to seek independent legal advice or give you information about any other external dispute resolution options (if any) that may be available to you.

Changes to this PDS

The information in this document is current as at the date of this PDS. We may change some of the information in the PDS that is not materially adverse from time to time without needing to notify You. You may review the current version of the PDS at any time by visiting the website apple.com/legal/sales-support/applecare/applecareplus/docs/applecareplus_au_pds.

Should You require it, We will provide You with a paper version of this PDS free of charge upon receipt of such request. If it becomes necessary, We will issue a supplementary or replacement PDS.

Definitions

Apple means Apple Pty Limited ABN 46 002 510 054.

ADH coverage means the accidental damage from handling insurance cover that commences immediately upon Your purchase of the Plan.

Covered Device means an Apple-branded line of computer models, which currently consist of the MacBook, MacBook Air, MacBook Pro, iMac, iMac Pro, Mac Pro, and Mac mini computer models, and the Apple-branded accessories contained in its original packaging listed on Your proof of coverage document.

Master Policy means the group insurance policy issued to Apple by Us and referred to in the Apple notice.

PDS means Product Disclosure Statement.

Plan means the service contract that governs the hardware service and technical support provided to You by Apple under the AppleCare+ for Mac for a Covered Device.

Terms means the terms and conditions of the AppleCare+ Plan.

You, Your means the person who has purchased the Plan and is a beneficiary of the Master Policy.

We, Us, Our, AIG means AIG Australia Limited ABN 93 004 727 753 AFSL 381686.

For any enquiries and assistance

AIG Customer Service Centre

Email: [email protected]

010518 AC+ for Mac APAC PDS English V1.1