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Repair or replacement of Your Mobile Device must be arrangedvia Telstra when You return to Australia.Additionally, when You make a valid claim for theft, accidentalloss or accidental damage occurring to Your Mobile Device whileYou are overseas, You can either choose to: purchase an emergency Mobile Device and be reimbursedup to the limits set out below, or be reimbursed for the cost of hiring an equivalent emergencyreplacement Mobile Device up to the limits set out below.You cannot do both.ACCIDENTAL LOSS,ACCIDENTAL DAMAGE& THEFT: OVERSEASCOVERAGEBASIC COVERLIMITSSMART COVERLIMITSMobile Device Repair orReplacement 400* 800*Accessories 50* 100*AND A CHOICE OF EITHERHire for an equivalenttemporary Mobile Devicewhile overseas 300*Purchase of an emergencyMobile Device 50* 500* 100*Cover applies for Accessories only when they are attached to,or part of, the Mobile Device. Cover for Accessories will only beprovided as part of a valid claim for the Mobile Device.Unauthorised calls/internet connections/data usageYou are covered for unauthorised use of Your Mobile Devicefollowing theft or loss in the Period of Cover up to the limitsset out below. Cover will be provided for the 24 hours prior tonotifying Telstra of the theft or loss and Your Telstra Mobileservice being suspended and blocked. The amount of coverfor unauthorised use will be credited to Your Telstra MobileService Account by CGU.UNAUTHORISED CALLS/INTERNET CONNECTIONS/DATA USAGELimitBASICCOVERSMARTCOVERUp to 400*Up to 800** Maximum amount claimable under the cover type for any one eventcovered by this policy.Mechanical/Electronic Breakdown or Failure (for Smart Cover only)Where mechanical/electronic breakdown or failure occurs in thePeriod of Cover, Your Mobile Device will be repaired or replaced upto the limits set out below but not exceeding the cost to replacethe Mobile Device with a similar or equivalent model providedthe mechanical/electronic breakdown or failure: occurred in the first 2 years from original purchase, and is not under any manufacturer’s voluntary warranty orguarantee or any recall campaign.MECHANICAL/ELECTRONIC BREAKDOWNOR FAILUREBASICCOVERSMARTCOVERLimitNo cover 2000** Maximum amount claimable under the cover type for any one eventcovered by this policy.02For the avoidance of doubt, nothing in this PDS is intended tolimit or restrict any rights that You may have against the retaileror manufacturer of the Mobile Device under federal competitionand consumer law or state fair trading legislation.EXCESSESThe excess is Your contribution towards the cost of a claim. Youmust pay the applicable excess for any claim made on Your policyrelating to Your Mobile Device. The limits set out in this policy areinclusive of any applicable excesses.STANDARD EXCESSBASIC COVERSMART COVERRepairs 50 75Replacement 100 150NA 250Tablet and/or SmartPhoneReplacementAn additional excess will be payable on top of the applicablestandard excess for any claim made for an incident that occurswithin 3 months from the date the policy is first issued to You,or for second and any other subsequent replacement claimsfor an incident that occurs in the Period of Cover:ADDITIONAL EXCESSBASIC COVERSMART COVERAny claim made for anincident that occurs within3 months from the date thepolicy is first issued 100 150For the second orsubsequent replacementclaim made for an incidentthat occurs in the samePeriod of Cover 150 25001. ‘Accidental Loss’, ‘Theft’ and ‘Unauthorised Callsor Unauthorised Internet Connections/Data Usage’Once You become aware of theft, accidental loss,unauthorised calls or unauthorised internet connections,You must immediately notify Telstra (when You lodge a claimwe will block/suspend Your mobile service) and the IMEInumber of the Mobile Device must be reported by You to thepolice immediately. The incident report number in relationto theft or attempted theft, vandalism or a malicious actis required for any claim to be processed. The police willprovide You with this number when You report the incidentto them. In the event the police do not provide incidentreport numbers for lost Mobile Devices, You may be requiredto provide a Statutory Declaration confirming Your MobileDevice has been lost before processing Your claim can begin.Where Your Mobile Device has been lost or stolen overseas,You must wait until You return to Australia to have YourMobile Device replaced with an equivalent. Under thispolicy, You are not permitted to purchase an equivalentreplacement Mobile Device while You are overseas as it maynot be compatible on the Telstra network. However, You canclaim to be reimbursed for hiring an equivalent temporaryreplacement device, or purchasing an emergency MobileDevice, up to the policy limits. Proof in theform of receipts will be required.02. ‘Accidental Damage’ and ‘Mechanical/ElectricalBreakdown or Failure’Where Your Mobile Device has been damaged overseas,You must return to Australia to have Your Mobile Devicerepaired or replaced with an equivalent. You are notpermitted to purchase an equivalent replacement MobileDevice while You are overseas as it may not be compatibleon the Telstra Network. However, You can claim to bereimbursed for hiring an equivalent temporary replacementdevice, or purchasing an emergency Mobile Device, up tothe policy limits. Proof in the form of receipts will be required.CLAIMSClaims exampleThese examples show how claims settlements are calculatedbased upon practical scenarios. Any claim settlement amountwill depend upon the facts of each case.What we will payIf Your Mobile Device suffers loss or damage or breakdownthat we have agreed to cover, we will, at our option: repair it; or replace it with similar or equivalent model at the time of loss,damage or breakdown.Example 1: Your Mobile Device is stolen and 100 worth ofunauthorised calls or unauthorised internet connections/datausage made from it in the 24 hours prior to You notifying Telstra.You insured Your SmartPhone under Smart Cover and are entitledto a replacement Mobile Device and are covered for the unauthoriseduse of the Mobile Device. You are not registered for GST.Any replacement Mobile Device that we decide to provide inpayment of Your claim will be despatched within 2 businessdays of us settling a claim with You.The cost to replace the Mobile Device is 1,200. The cost of theunauthorised calls or internet connections/data usage is 100.Before we can settle any claim, You must pay us any excessapplicable to the claim (or at our direction to any third partywho repairs or replaces Your Mobile Device).If You are registered for GST purposes and entitled to an input taxcredit at claim settlement, any claim payment we pay You will bereduced by an amount equal to Your input tax credit entitlement.How to make a claimFirstly, make sure You have all the information You need tosupport Your claim.During business hours (Monday to Friday 9am to 5pm AEST andSaturday 9am to 1pm AEST), You can make a claim by calling theTelstra Premium Care Claims Team on 1300 047 962.Outside of business hours, You can initiate Your claim onlineat surance. You may be contacted by the Telstra Premium CareClaims Team for further information and assistance to settleYour claim.There is an excess of 250 for replacement.Repair or replacement of Your Mobile Device will be arrangedup to a cost of 1,200. You will pay the 250 excess before theclaim can be finalised. 100 will be credited to Your Telstra MobileService Account to cover the unauthorised calls or unauthorisedinternet connections/data usage.Example 2: Your Mobile Device is less than 24 months old andhas stopped working due to electronic breakdown as a result ofa power surge. This is not covered by any voluntary manufacturer’swarranty or guarantee or any recall campaign. Your Mobile Deviceis insured under Smart Cover. You are not registered for GST. Underthe conditions of Your policy Your Mobile Device is covered forMechanical/Electrical Breakdown or Failure in this situation.WHAT YOU MUST DOYou must do the following things. If You do not, we may refuse to pay aclaim, reduce the amount that we pay and/or cancel Your policy. You must keep the Mobile Device in a sound state of repairat all times. You must take all reasonable precautions to prevent lossor damage of Your Mobile Device at all times. Cover on Your Mobile Device will cease if You sell it or pass Yourinterest to another person. To insure replacement equipment,You must notify Telstra Customer Service by calling the numberprovided at the top of Your Telstra Mobile Service Account. If You make a claim, You provide Telstra authorisation to providefull details of Your Mobile Service account to CGU. Claims must be made within 30 days of the occurrence of any event. Where a claim is settled with a replacement Mobile Device,You pass all rights, title and ownership of the claimed MobileDevice to CGU. If You make a claim, You agree to cooperate fully with therequirements of the claims processes set out in “How To MakeA Claim” and supply any additional information that may berequired to settle Your claim. If Your Telstra Mobile Service Account is terminated, YourTelstra Premium Care – Mobile Insurance will be automaticallycancelled without notice 30 days from the date of terminationof Your Telstra Mobile Service Account. If Your Telstra Mobile Service Account has been terminated andYou make a claim while Your Telstra Premium Care – MobileInsurance remains active for the 30 day period following suchtermination, You will need to pay CGU any outstanding oroverdue premium charges related to the 30 day period beforeYour claim is settled.EXCLUSIONSCover is excluded for any loss or damage incurred as a result of,or caused by: leaving the Mobile Device unattended in a public place or in theopen air; leaving the Mobile Device unattended in an unlocked vehicle; software stored within the Mobile Device or any software orelectronic virus; fire; atmospheric conditions for example, temperature, dampness,high humidity, steam, rain or condensation; the manufacturer or supplier; the owner failing to take reasonable care; wear and tear or gradual deterioration (including rust,oxidation and corrosion) of the Mobile Device except for claimsmade under Mechanical/Electronic Breakdown or Failure; marring, scratching or cosmetic damage; improper design or manufacture of the Mobile Device; mechanical breakdown, electronic failure, or electrical shortcircuit, except for claims made under “Mechanical/ElectronicBreakdown or Failure”; lawful seizure, including repossession or other operationof law; and any intentional act by You or anyone acting on Your behalf.The cost to repair the Mobile Device is 400.There is an excess of 75 for repair.Repair of Your Mobile Device will be arranged on Your behalf.You will pay the 75 excess before the claim can be finalised.03

Cover is excluded where: your Mobile Device has been repaired, altered or serviced byanyone other than a person authorised by the manufacturer or CGU; your Mobile Device fails or is damaged as a result of improperstorage, operation under abnormal conditions, misuse ormaladjustment of controls; your Mobile Device has had its serial number label removed,defaced or altered; your Mobile Device does not contain Your usual SIM cardat the time of the incident; your Telstra Premium Care – Mobile Insurance has beenpurchased separately to Your Mobile Device and You havenot made a successful call, or data use on the 3G/4G network,with the Mobile Device on the Telstra network since you wereissued Telstra Premium Care – Mobile Insurance.COOLING OFF PERIODPRIVACYYou have 21 days from the date Your policy is issued to checkthat Telstra Premium Care – Mobile Insurance meets Yourneeds – this is known as the “cooling-off” period. You cancancel Your policy at any time within the cooling-off period.Telstra and CGU are committed to providing You with the highestlevels of customer service. This includes protecting Your privacy.Our Privacy Policies set out how Your personal information is used,disclosed and protected. We may communicate Your personalinformation to our service providers and this will always becarried out in accordance with the relevant privacy legislation.Cover is not provided for: the cost to replace any data, software, games, wallpapers,logos, videos, ringtones or downloads stored on the MobileDevice, SIM card, memory card, any other storage componentof the Mobile Device; loss of use or consequential loss of any kind; any pre-existing damage that cannot be attributed to theevent being claimed for.Refer to ‘Cancellation Of Your Policy’ for details on cancellationoutside the cooling off period.CANCELLATION OF YOUR POLICYBy YouYou can cancel Your insurance by making the request to TelstraCustomer Service by calling the number provided at the top ofYour Telstra Mobile Service Account. You may request to cancelYour insurance cover at anytime without any cancellation fee.Any unused premium that You have already paid at the time ofcancellation will be credited to Your Telstra Mobile Service Account.By usIf Your Telstra Mobile Service Account is terminated, Your TelstraPremium Care – Mobile Insurance will be automatically cancelledwithout notice 30 days from the date of termination of YourTelstra Mobile Service Account.We can also cancel Your policy for any other reason allowable at law.You cannot reinstate Your policy unless we agree to do that andonly from the date we agree.Contacting us about cancellationsA request to cancel or reinstate Your policy can be made bycalling Telstra Customer Service on the number provided at thetop of Your bill for Your Telstra Mobile Service Account.GENERAL INFORMATIONEffective DateYour insurance cover commences when Your request for TelstraPremium Care – Mobile Insurance is accepted and continues fora term of 12 months.Your PremiumThis insurance policy runs for a 12 month term, with the premiumpaid via monthly Premium Instalments charged to Your TelstraMobile Service Account.You will be charged a monthly instalment of: 9.95 if You hold a Basic Cover policy; and 14.95 if You hold a Smart Cover policy.Before Your current policy expires, a renewal notificationwill be sent to You. You expressly consent to receiving renewalnotifications by SMS or email. Unless You advise otherwise,Your policy will automatically renew and the next instalmentwill be charged to Your Telstra Mobile Service Account.The premium we charge You will include GST, stamp duty andany other government taxes and charges.04A request to cancel in the cooling-off period can be made bycalling Telstra Customer Service on 12 5111.If You decide to cancel Your policy within the cooling-off period,Telstra Customer Service will cancel Your cover when Yourrequest is received and CGU will refund any premium You havepaid via Your Telstra Mobile Service Account. Please note thatYou cannot exercise Your right of cooling-off if You have madea claim under the cover during the cooling-off period.FINANCIAL CLAIMS SCHEMEYou may be entitled to payment under the financial claimsscheme in the event that CGU Insurance Ltd becomes insolvent.Access to the scheme is subject to eligibility criteria. Informationabout the scheme can be obtained from the Australian PrudentialRegulation Authority (APRA) website at apra.gov.au and theAPRA hotline on 1300 131 060.QUESTIONS, CONCERNS OR COMPLAINTSABOUT YOUR POLICY01. If You have a complaint, please talk to Telstra CustomerService on the number provided at the top of Your TelstraMobile Service Account for assistance. If Your complaintrelates specifically to a claim, please contact the claimsofficer managing Your claim. If the Telstra Customer Servicestaff member or claims officer are unable to resolve thematter for You, and You are not satisfied with their decision,You may speak to a manager. If You are not satisfied with theresponse from the manager You can seek a review byproceeding to Step 2.02. Seek an internal review. If the matter is still not resolved,the manager will refer You to the relevant internal disputeresolution area who will conduct a review of Your dispute. IfYou are not satisfied with their decision, You can go to step 3.03. Seek an external review. You are entitled to seek an externalreview of the decision. You will be provided with informationabout the options available to You, for example, referring Youto the external dispute resolution scheme administered bythe Financial Ombudsman Service Limited (FOS).Further information about the complaint or dispute resolutionprocedures is available on nsuranceGENERAL INSURANCE CODE OF PRACTICEThe purpose of the code is to raise the standards of practiceand service in the general insurance industry. The objectivesof the Code are: to promote better, more informed relations between insurersand their customers; to improve consumer confidence in the general insurance industry; to provide better mechanisms for the resolution of complaintsand disputes between insurers and their customers; and to commit insurers and the professionals they rely upon tohigher standards of customer service.CGU has adopted and supports the code and are committed tocomplying with it. Further information about the code is availableat codeofpractice.com.auIf You have any questions in relation to privacy, please contactTelstra on 1800 039 059 between 9.00am and 5.00pm, Mondayto Friday AEST. Please note that this number is not for generalservice enquiries.Alternatively, You can write to privacy@online.telstra.com.au.You may obtain further information on our Privacy Policies onrequest without charge, or by viewing surance or CGU’s PrivacyCharter at www.cgu.com.au/cgu/pages/privacy.aspxUPDATING THE PDSInformation in the PDS which is not materially adverse may changefrom time to time. You can obtain a paper copy of any updatedinformation without charge by calling Telstra Customer Serviceon the number provided at the top of Your bill for Your TelstraMobile Service Account. If there is a materially adverse changeto the PDS, CGU will issue a supplementary or replacement PDS,which will be notified to You by Telstra on behalf of CGU.FINANCIAL SERVICES GUIDEAbout this FSGThis Financial Services Guide (FSG) describes the insuranceservices offered by Telstra Corporation Limited ABN 33 051 775 556(Telstra) and others that provide services in relation to TelstraPremium Care – Mobile Insurance (Other Distributors).This FSG is designed to assist You in deciding whether to use theservices that Telstra and the Other Distributors provide, and to provideinformation about the remuneration provided to Telstra and inconnection with the distribution of Telstra Premium Care – MobileInsurance, Your rights as a customer and how any complaintsYou may have will be resolved.ABOUT CGU, TELSTRA AND OTHER DISTRIBUTORSCGUCGU Insurance Limited ABN 27 004 478 371 (CGU) is an AustralianFinancial Services Licensee (AFSL 238291) and is authorisedto provide advice and deal in all general insurance products.Telstra Premium Care – Mobile Insurance is issued by CGU.TelstraTelstra has been appointed as an authorised representative of CGUto deal and provide general advice about Telstra Premium Care – MobileInsurance. Telstra’s authorised representative number is AR386948.These nominated Telstra stores and dealers and the individualsthat work for them cannot provide You with any advice aboutTelstra Premium Care – Mobile Insurance.When providing services in connection with Telstra PremiumCare – Mobile Insurance, Telstra, Telstra ARs, Telstra employees,nominated stores and dealers and the individuals that work forthem act on behalf of CGU, not on Your behalf. They are not theinsurer of Telstra Premium Care – Mobile Insurance and do notguarantee or underwrite Your insurance policy.About the PDSThe Product Disclosure Statement (PDS) for Telstra PremiumCare – Mobile Insurance accompanies this FSG and sets out thesignificant benefits, features and characteristics of the coverand will assist You to compare and make an informed decisionabout Telstra Premium Care – Mobile Insurance.Please note, this document contains general information onlyand may not suit Your particular circumstances. You shouldcarefully read the PDS before You purchase Telstra PremiumCare – Mobile Insurance to decide if it suits Your needs.REMUNERATION INFORMATION ABOUT TELSTRA ANDTHE OTHER DISTRIBUTORSTelstraCGU pays Telstra commission of 13.5% of the premium(excluding taxes and charges) for each Telstra PremiumCare – Mobile Insurance policy issued by CGU.Telstra AR staff will be paid a market salary, but may beeligible to receive volume-based incentives.Other DistributorsAny nominated Telstra stores and dealers that have beenappointed as general insurance distributors of CGU that arrangesa Telstra Premium Care – Mobile Insurance policy will receivea once only fee of up to 20 for a Basic Cover policy and upto 30 for a Smart Cover policy. This fee will be paid out of thecommission received by Telstra, not in addition to it.The Other Distributors may also be paid a service fee.The individuals that work for these Other Distributorswill be paid a market salary, but may be eligible to receivevolume-based incentives.ComplaintsIf You are not satisfied with the service You receive fromCGU, Telstra, their employees or any Other Distributor orany individual that works for any Other Distributor and Youwish to make a complaint, please refer to the procedureset out in this Combined FSG and PDS.CONTACT USThis booklet contains information about the Telstra PremiumCare – Mobile Insurance products and services. The informationwas current at the date of preparation.Certain individuals employed by Telstra (Telstra ARs) have alsobe appointed as authorised representatives of CGU to deal and,in some cases, provide general advice about Telstra PremiumCare – Mobile Insurance. These will include individuals thatwork in call centres owned and operated by Telstra.Contact Telstra Customer Service on the number providedat the top of Your bill for Your Telstra Mobile Service Account.Other DistributorsCGU has also appointed other entities and individuals that workfor them to deal in Telstra Premium Care – Mobile Insurance asgeneral insurance distributors of CGU. These Other Distributorswill be in one of the following categories: any Telstra store or dealer that offers Telstra Premium Care –Mobile Insurance, and the individuals that work in those stores. any call centre that is not owned and operated by Telstra butthat offers Telstra Premium Care – Mobile Insurance and theindividuals that work in those call centres.Contact CGU on 13 15 32.Contact the Telstra Premium Care Claims Team for Claimson 1300 047 962Apple and iPhone are trademarks of Apple Inc. and are trade marks and registered trade marks of Telstra Corporation LimitedABN 33 051 775 556.05

CALL 1300 047 962VISIT A TELSTRA ile-insuranceC131APR12

The insurer of Telstra Premium Care - Mobile Insurance is CGU Insurance Limited ABN 27 004 478 371 AFSL 238291 (CGU). CGU has authorised Telstra to issue Telstra Premium Care - Mobile Insurance and to distribute this Combined FSG and PDS on its behalf. Conditions and exclusions apply to the cover provided.