General Accident Terms of Use

These terms of use (the "Terms") set out the basis upon which Aviva UK Digital Limited, trading as General Accident, and acting on behalf of the Aviva Group ("Aviva", "us", "we" or "our") agrees to provide you the General Accident website (www.generalaccident.com) (the "Website") and the General Accident "My account" portal ( "My Account Portal"). The Website and the My Account Portal are collectively referred to in these Terms as the "General Accident Sites".

1. Important information before you use the General Accident Sites

• These Terms are between you and us, please read them carefully. By accessing the Website or and/or the My Account Portal you agree to be bound by these Terms. If you do not agree to these Terms, you must not use the General Accident Sites.
• We may change these Terms, please see 'Changes' below for further details. This version of the Terms is dated 1 January 2025.
• Additional terms and conditions and/or terms of use may apply to some of the products, features or services made available to you and/or referred to through the General Accident Sites ("Products") - please see 'General Accident Products and Services Terms' below.
• If anything is unclear to you about these Terms or you want to discuss the General Accident Sites, please see 'How to contact us' below.

2. Who can use the General Accident Sites

• The Website is only intended for access and use by residents of Great Britian (not including Northern Ireland, the Isle of Man or the Channel Islands) ("GB Residents")
• To use the My Account Portal, you must register for, or already hold, a General Accident My account.
• To register for a General Accident "My account", you must be a GB Resident aged 21 years or over and hold a General Accident product.
• Only the registered named holder of a General Accident "My account" is allowed to access the My Account Portal and the My Account Portal may only be accessed from within Great Britian.

3. Cost for using the My Account Portal

• We do not currently charge for the My Account Portal, although we may change this at any time. If we do introduce charges, then we will notify you of this and give you the opportunity to accept the new terms, but if you do not agree, you must cease your use of the My Account Portal.
• The My Account Portal does, however, use the data connection of your device including when you are sending and receiving content and information through it. You are responsible for all network, data or other charges that you incur when using My Account Portal and as well as complying with any terms of your communications provider.

4. Using the General Accident Sites

• Subject to any termination of these Terms and/ or withdrawal of the General Accident Sites, you may use the General Accident Sites on a personal, limited, non-exclusive and non-transferable basis subject to these Terms.
• We remain the owner of the General Accident Sites at all times and retain all the rights that we do not expressly grant to you here.
• The General Accident Sites are for your personal use only and they must not be used in any way for commercial purposes including for any form of re-sale or re-utilisation.

5. Your My account registration and security

• Your My account registration data must be truthful, accurate and complete. If your information is wrong or changes, please let us know straight away.
• You must treat your username, password and any other security details for the My Account Portal (your "Security Details") as confidential and take all reasonable steps to keep them secure. Do not disclose them to anyone. We will never ask you to disclose all your Security Details to us or to anyone else.
• If you know or suspect that someone has access to or can circumvent your Security Details you must straight away contact us using the contact details below. You may be held responsible for losses incurred if you do not comply with this section.
• Internet transmissions cannot be guaranteed to be completely private or secure. Any message or information you send using the My Account Portal (e.g. via our chatbot), could be read or intercepted by others, even if there is a notice that a transmission is encrypted.
• You can use the My Account Portal on any compatible mobile, tablet or computer device that you own or control. You cannot use My Account Portal on any device that you do not own or control nor on any other computing equipment.

6. Things you must not do when using the General Accident Sites

Unless we agree otherwise in writing, or if it is permitted by mandatory law, you must not do - nor try to do - any of the following things when using the General Accident Sites:

• copy the General Accident Sites except where such copying is incidental to normal use of the General Accident Sites, or where it is necessary for the purpose of back-up or operational security;
• rent, lease, sell, redistribute, sub-license, loan, translate, merge, adapt, vary or modify the General Accident Sites or any intellectual property rights included in the General Accident Sites;
• corrupt, damage or interfere with the General Accident Sites such as making alterations to, or modifications of, the whole or any part of them, or permitting the General Accident Sites or any part of them to be combined with, or become incorporated in, any other programs;
• disassemble, decompile, reverse-engineer or create derivative works based on the whole or any part of the General Accident Sites;
• remove, minimise, block or modify: (a) any notices issued by us or our suppliers or partners in the General Accident Sites software; or (b) any trademarks, logos, or other intellectual property rights include in the General Accident Sites which belong to us or any of our suppliers or partners; or
• provide or otherwise make available the General Accident Sites in whole or in part (including object and source code), in any form to any person.

You also must not:

• use the General Accident Sites unlawfully, or in any way inconsistent with these Terms, or act fraudulently, misleadingly or maliciously in your use of the General Accident Sites;
• provide information which is inaccurate, uncomplete or untruthful;
• transmit any material that is, in our reasonable opinion, defamatory, offensive or otherwise objectionable or inappropriate in relation to your use of the General Accident Sites;
• use the General Accident Sites in a way that could damage, disable, or overburden, our IT and other systems or security or prejudice, harass or interfere with other users; and
• access or use the General Accident Sites in order to extract, harvest, scrape, re-publish or re-distribute, or reproduce any part of them including through the use of bots or other electronic automatons.

7. Intellectual property rights

• You acknowledge that we reserve all rights expressly in all intellectual property of the General Accident Sites, including but not limited to:
  • all trade marks, trading names, logos, service marks and icons which are the property of the Aviva Group unless otherwise identified; and
  • all copyrights, design rights, database rights, algorithms, software and other intellectual property which the Aviva Group owns or is licensed to use, as well as the intellectual property rights in the content, data, branding, look and feel or links on the General Accident Sites.
• This means that you must not use, extract or reproduce our trade marks, or any General Accident Sites content, except as expressly permitted by us.
• When posting or publishing any material of your own through the General Accident Sites:
  • must not infringe the copyright, database rights, trade marks or similar rights of any other person; and
  • grant to us, other members of the Aviva Group and our licensees the right to use that material to the extent necessary to operate the General Accident Sites and our Products.
• We may take legal action if we discover any unauthorised access to or misappropriation and misuse of or interference with the General Accident Sites.

8. General Accident Products and Services Terms

• These Terms are in addition to the terms and conditions and/or terms of use of our products and services that you have purchased or may purchase. Where you have purchased a product, go and visit these for more information.
• These additional terms and conditions may have been, and may be, entered into with other members of the Aviva Group.
• If there is a conflict between these Terms and the General Accident Products and Services Terms, the General Accident Products and Services Terms take precedence.

9. Other content terms

• The General Accident Sites may include helpful information, videos, articles and tools. They are provided for information purposes only. You should not rely on them as advice or a recommendation to take a particular action. If you need specific advice, you should contact a professional advisor. Some of the information, videos, articles and tools may be published by third parties and do not represent the views or opinions of us or the Aviva Group. We are not responsible for the validity or accuracy of such publications.
• The General Accident Sites may also contain hyperlinks to websites and resources owned and operated by third parties. These Terms do not apply to those websites or resources. You should review the safety, content and validity of those sites or resources, and their terms and policies, very carefully. We have no control over the contents of those sites or resources and cannot accept responsibility for them.

10. Changes

• We may update these Terms from time to time, for example to reflect changes to the General Accident Sites or how we do business - for example: (1) When we add new products or features, or remove old ones; or, (2) For legal, regulatory, or security reasons.
• If we materially change these Terms, we will notify you of a change when you next visit the Website and/or the My Account Portal (where applicable). You may be required to read and agree to them to continue your use of the Website and/or the My Account Portal.
• Where possible we will try to provide reasonable advance notice of the above, and the opportunity to review the changes, but we may not always be able to do so - including: (1) When we launch a new product or feature; or, (2) in urgent situations such as responding to legal requirements or preventing harm. If you don't agree to the new terms, you should stop using the Website and/or the My Account Portal.
• From time to time we may automatically update the General Accident Sites to improve performance, enhance functionality, reflect changes to the operating system or address security issues.

11. Events outside our control

• We will use reasonable efforts to make the General Accident Sites available at all times. However, we cannot be responsible for any non-availability or delay in providing the General Accident Sites or any errors or reduction in quality due to factors which are outside our control including failures of the Internet and mobile networks, the performance of your mobile device or other equipment and unpredictable events such as adverse weather conditions or technical failures (including where such failures are the result of malicious or unauthorised activity) despite our reasonable preventative measures and steps to overcome them.
• We will not be liable or responsible for any failure to perform, or delay in performance of any of our obligations under these Terms that is caused by an act or event beyond our reasonable control, including any failure of public or private telecommunications networks.

12. Our liability to you

• If we fail to comply with these Terms, we may be responsible for loss and damage you suffer that is a foreseeable result of our breach of the Terms or our negligence, but we are not responsible for any loss or damage that is not foreseeable. Loss or damage is foreseeable if it was an obvious consequence of our breach or if it was contemplated by you and us at the time you agreed to the Terms.
• We only supply the General Accident Sites for domestic private non-commercial uses only. You agree not to use the General Accident Sites for commercial, business or re-sale purposes, and we have no liability for you for any loss of profit, loss of business, business interruption, or loss of business opportunity.
• We do not, in any way seek to limit or exclude our liability for death or personal injury as a result of our negligence; or fraud or fraudulent misrepresentation or any matter which it would be illegal for us to limit or exclude or attempt to limit or exclude our liability.
• Nothing in these Terms will affect any other rights you may have in law. You can obtain further information about your legal rights from your local trading standards office or citizen's advice bureau.

13. No warranties

• You acknowledge that the General Accident Sites are made available to you free of charge and on an "AS IS" basis. We make no commitment of any kind regarding General Accident Sites or its content, including without limitation as to the accuracy, reliability, availability or completeness of the of the General Accident Sites, and we may withdraw or modify the General Accident Sites at any time.
• We do not warrant that the functionality or operation of the General Accident Sites will be uninterrupted or free from error or that any defects will be corrected.

14. Bringing your use of the My Account Portal to an end

• If you are, or we reasonably believe you are in breach of these Terms in a serious way we may suspend or withdraw your access to the My Account Portal immediately and, if appropriate, pursue legal action against you.
• We may also withdraw your access to the My Account Portal immediately if we have ended your right to access your General Accident product (for example, if you have acted fraudulently).
• We will provide notice of suspension or withdrawal to you where reasonably practicable.
• When your use of the My Account Portal ends for any reason:
  • all rights granted to you under these Terms shall end and these Terms are terminated;
  • you must immediately stop all activities authorised by these Terms; and
  • we may end your right to access your General Accident products (for example, if you have acted fraudulently).

15. How to contact us

• Please visit our website to find the most appropriate contact information and our frequently asked questions. If you are logged into the My Account Portal, you can also contact us via our chatbot.

16. If you are not happy

• If you want to make a complaint about the General Accident Sites, please visit our complaints page. We will try and solve any problems or disagreements quickly and efficiently. If you are not happy with the way we deal with any disagreement you, we may agree to refer the matter to mediation or arbitration but you and we are not restricted from bringing court proceedings.

17. General terms

• We may transfer our rights and obligations under these Terms to another Aviva Group company or to a third party, but we will always notify you in writing if this happens, and this will not affect your rights or our obligations under these Terms.
• With the exception of Aviva Group Companies, no other person except you and us shall have any rights to enforce any of these Terms.
• We intend to rely upon these written Terms (as amended in accordance with 'Changes') as the entire understanding between us relating to the General Accident Sites. If you and we agree any other changes, please make sure that you request that these are confirmed in writing.
• If we fail to insist that you perform any of your obligations under these Terms or if we do not enforce our rights against you, or if we delay in doing so, that will not mean that we have given up our rights against you and will not mean that you do not have to comply with those obligations.
• References in these Terms to "for example", "including" or similar phrases are for illustrative purposes only and they should not be read as limiting the sense or scope of what follows them.
• Each of the paragraphs in these Terms operate separately, and if a court or other authority decides that any of them are unlawful, the remaining paragraphs and part of the paragraphs not found unlawful in these Terms shall remain in full force and effect.
• The laws of England and Wales shall govern the use of the Websites and in the event of a dispute you irrevocably submit to the exclusive jurisdiction of the English Courts.

18. About us

• Insurance is arranged by Aviva UK Digital Limited trading as General Accident. Registered in England No. 09766150. Registered Office: 8 Surrey Street, Norwich, Norfolk, NR1 3NG. Authorised and regulated by the Financial Conduct Authority. Policies are underwritten and administered by Aviva Insurance Limited. Registered in Scotland, No. SC002116. Registered Office: Pitheavlis, Perth PH2 0NH. Authorised by the Prudential Regulation Authority and regulated by the Financial Conduct Authority and the Prudential Regulation Authority. Please see our website for further details.